Can I return my Luxe?

[lhaubbs]

My BF purchased the Luxe in July 2022 for me as a birthday gift.  I have worn it ~8 months & it has NEVER tracked correctly on a consistent basis.  Is there any type of warranty that it can be returned?  I hate to throw the money out the window but I am completely unhappy with it ~ I hate the zone minutes, want Active Minutes back (as others have asked for years), it often will only show my resting heart rate during exercise (I wear it the same consistently, the battery is charged), I don't get notifications like I used to with my previous model, and it doesn't track my sleep reliably (and, yes, moderator, I've followed all the steps outlined in this forum).  Net ~ I don't think any of us should have to work this hard on a fitness tracker.  Will Fitbit 'make it right' or are they willing to keep losing customers to Garmin?  It's only 8 months old!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @lhaubbs when you buy directly from Fitbit, the return window is 45 days. Other retailers have their own window for returns, but I'm pretty sure eight months is past any point of returning it. Once that window to return is over, all you can do is work with customer support in order to get your issue resolved. You'd need to get with customer service, as these are the community forums and we're just users of the devices, who can't speak for the company.

[lhaubbs]

Thanks @Odyssey13 for your reply.  I agree, eight months is outside a normal return window but this doesn't seem to have ever worked properly. I've been reading on the forum/troubleshooting with the advice posted and, from the replies I've read, FitBit customer support for this device hasn't been very good.

[Odyssey13 · Accepted solution]

@lhaubbs Fitbit takes each case individually. What you see on the forums isn't always a true representation of what people have experienced with customer support. Many people who have posted with concerns don't return to say how things turned out, especially when it's a positive outcome. My real life friends never post on the forums and one has dealt with support a few times. They had nothing but good to say, but it could be their issues were more easily solved than yours. 

You mentioned you read about support, but have you tried reaching out to them?

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options