How do I claim a warranty for my son's Versa 3?

[OG22]

We recently had a gift given to my 13yo son from Grand Father for late birthday present.
Grand-dad has now passed away.

So my son felt great wearing the V3 (in memory etc)
Until it started not working (another screen with no touch).

Restarted, Rebooted, Reset, Reinstalled
Support was great there.

But after long reinstall and update today (appstore did not show an update but searching app it did....) was let down with second poor chat support.

Rejoined support and went thru motions.
Advised by them that 'warranty team' will be in touch, as earlier options didn't resolve issue.
As a father I advised that my son (remember only 13) is not the suitable person to communicate with regarding this.
Offered my email for the account they were looking at and told ONLY the email on account could be used.
A 13yo is not legally allowed to handle warranty stuff like this, even though I offered my contact details.
Before I could get response, the chat was closed. No reference.

Of course i need to use the 13 yo's Fitbit account to post here.......

These are NOT the limited child accounts. Parents of 13 yo should still be able to be the main contact point for admin cases.

13 yo does have a gmail account but it's really NOT a good idea having them handle the services, even if we are 'snooping' on their emails.

Fingers crossed, early 4 stars now back to 1 (or 2 if lucky).

Moderator Edit: Clarified subject

[Odyssey13]

Hi @OG22  I've asked a Fitbit Moderator to stop by to address this with you.

[OG22]

Thanks.
keeping a keen eye here for guidance etc.
Cant really access the 'account email' here but will watch out.

Would love to edit thread title to be more specific on issue but cant.

[OG22]

Oh, i cant 'edit' posts either.

Was happy to discuss via Fitbit chat but second chat was closed and gone b4 really handling it.
(First chat was great and so hopeful for a fix)

[LizzyFitbit]

Hi there, @OG22. @Odyssey13 Thanks for the heads up!

Thanks for the detailed information, and the time taken in contacting our Support team. I understand how frustrating this has been and I'm sorry for this experience. Every feedback shared by our members helps us to work and improve our services, and yours is also appreciated.

About the Versa 3, I went ahead to check your details and it seems our team already sent you an email with further instructions. Because they have access to your details, please keep an open communication with them so you can receive assistance.