help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

3rd Luxe NOT tracking sleep

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎02-16-2022 08:17

‎02-16-2022 08:17

I purchased a "new" Luxe in November 2021. It didn't track sleep consistently, nor accurately, straight out of the box.

 

After many phone calls, supervisors, more phone calls, troubleshooting, sending it back to Fitbit, I'm now on my 3rd Luxe.

 

None of them have worked properly. None of them have tracked sleep correctly. 

 

None of my other Fitbit devices have had this problem. All other tracking seems to work on the devices, except sleep.

 

I've reinstalled the Fitbit app, set the sensitivity to high, cleared user data, reset the device, it's positioned correctly, the duration of sleep is over 3hrs. Yet, all three "new" Luxe devices, have NOT worked.

 

Customer service has only offered to continue to replace the Fitbit or offer a 50% off of a different device. Even though I still have not received a working device from the very beginning.

 

Is this a defect with this particular model? 

 

Does anyone know why a refund isn't offered if Fitbit continually fails to provide an adequate fully functioning replacement, per their warranty?

 

Am I going to have to continually send the same model back? Why is there not a recall, if so?

 

Extremely frustrated with the lack of customer service support and lack of resolution from Fitbit.

Best Answer
0 Votes
2 REPLIES 2

‎02-16-2022 08:53

‎02-16-2022 08:53

Out of curiosity, which Fitbit models do track sleep for you?  Have you tried switching back to them, to see if they still track sleep, to make sure it is the tracker model rather than something about your sleep or something on Fitbit's back end?

Before posting, re-read to see if it would make sense to someone else not looking at your Fitbit or phone.

Best Answer

‎02-16-2022 10:22

In response to JohnnyRow

‎02-16-2022 10:22

Yes, I've used my old device to verify it's the actual device.

I've continued using my old Charge 2 Fitbit.  However, there's a reason I purchased a new one. The Charge 2 still tracks my sleep.

 

The first Luxe would track intermittently but, usually, it didn't record anything. Not even the generic reading. 

 

The second "New" Luxe wouldn't work at all. On anything. Wouldn't even connect.

 

The third "New" Luxe hasn't recorded  any sleep at all. Not even a generic reading. 

 

It should be auto-recognizing sleep, just like the old, outdated devices do. 

 

Best Answer