Can’t return faulty Luxe

[Rozuelas]

I have the same problem.  My Luxe went faulty after 6 months, I contacted customer service for advice and was given guidance which worked for a short time. Now the problem has returned only much worse.  Even fully charged the display simply shudders and shrinks to a few faint lines then blinks out.  I still get all the data on my phone app, but the display on the Luxe cannot be used to set alarms, look at notifications, set exercise start and finish routines, check heart rate, steps etc etc. You cannot scroll through the programmes as nothing is visible.  I never had this trouble with my Inspire and wish I'd never switched to the Luxe.    I wrote again to customer support and have not had the courtesy of a reply.  I have spent hours and hours trying to find out how to return my Luxe for either a refund or replacement, but nowhere can I find any info or advice.  I don't (won't) have twitter so cannot even send a direct message or join Live chat. Like Kadiaem above, I was hoping the forum would know how to return a faulty device still under guarantee (2 years here in Spain), especially as I purchased my Luxe directly from Fitbit and not a reseller.  It shouldn't be this hard.

Moderator edit: format. 

[Odyssey13 · Accepted solution]

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

[Odyssey13]

@Rozuelas you have to go through customer support to return a device and there are certain stipulations. 

[Rozuelas]

Hi Odyssey13, thanks for your reply and the information given.  I'll certainly give all routes a go.  I'm just concerned that there has been no reply at all from Customer Support to my email - not even an automated one saying they'll get back to me when they can.  Wish me luck!

[AndreaFitbit]

Welcome to the Fitbit Community, @Rozuelas. I'm sorry to hear that you haven't been able to you haven't gotten a reply from Customer Support to your email in order to return your Fitbit Luxe.

I noticed that you are already receiving assistance from our team. 

Thank you for your help and the heads up @Odyssey13.

Have a nice day. 

[Rozuelas]

Hi AndreaFitbit,

Many thanks for your reply to my problem.  I did manage to get support via Twitter without having to open an account, so that was good.  I then had really good help, and a replacement fitbit was despatched.  I received it this afternoon, but was very upset when I opened the package only to find that I have been sent a refurbished one.

How can I have confidence in something that someone else has already returned?  I didn't buy a refurbished Luxe off eBay, I paid full price and bought direct from fitbit.com.  Surely I'm entitled to a new replacement, not least as mine didn't last 6 months before going faulty.  I'm paying for Premium but haven't been able to use it properly since November.

What do you think?

[Rozuelas]

I have also written back to Customer Support and hope to hear from them soon, but would appreciate your thoughts.

[AndreaFitbit]

Thanks for getting back to us and sharing your concern @Rozuelas. 

I understand how frustrating this could be. I invite you  to check the Fitbit Limited Warranty where you can find more information.

Not all refurbished products are defective, some just were returned because they didn't want that model or no longer wanted them. I have returned new products because I've found a better deal. 

Keep in touch with our team and let me know how it goes. 

[Rozuelas]

Hello again,

I've been in touch with fitbit again this morning and expressed my dismay, and they have sent a copy of the return terms and conditions.  It does indeed say that faulty items can only be returned for New replacement or Full Refund within 45 days.  So my 2 year guarantee seems to have no validity in the face of that.  I suspect many other fitbit Luxe users are unaware of this fact.

I did make the point that having read through all the other customer problems relating to the Luxe, on this forum it doesn't seem to be a particularly reliable model.  I had an Inspire for years and had no trouble with it at all.  The same applies to my husbands Versa 2.   

I cannot imagine how many Luxe's are returned due to being unusable and it is this that leaves me without confidence that a replacment "refurbished" one will be any better.

The key other point for me is that if I had wanted to buy a refurbished fitbit I could have done so for a lot less money.  I didn't want a refurbished one, I paid full price directly from fitbit because I wanted a brand new working item.  If fitbit wishes to recycle returned goods they should do the decent thing and pass them on to resellers at reduced cost.

Another very big surprise to me was that if I cancel my subscription to Premium (which is currently useless to me without a working fitbit) I can only do so at the end of the subscription period.  And no refund for the months it remains unusable.

My advice to all Luxe users experiencing any difficulty whatsoever is to return it for a full refund before the first 45 days expires. 

[Rozuelas]

There seem to be many and varied problems encountered with the Luxe Fitbit.  Mine went totally faulty after 5 months.  It took a long time to figure out how to get help, it's not easy, and I must thank Odyssey for finally pointing me in the right direction.

After going round and round the resetting/restarting shenanigans with customer support, after some time they agreed to send me a replacement (after all, I did have a 2 year guarantee).

Imagine my surprise when I received it yesterday and discovered it was "Refurbished"

Now, I don't know about you, but when I've paid full price for a brand new item directly from the Company, I don't feel it's acceptable to be sent a "return", no matter what it was returned for.  You only need to read all the Luxe issues on this forum to see that it is an unreliable device.  I previously owned an Inspire and my husband owns a Versa 3, neither have given us any trouble at all during the many years we have been loyal customers.

The reason I am writing this is so that all those people who have received Christmas gifts from Fitbit this year, only to find they don't work properly, are made aware that you only have 45 days to return the item for a full refund.   After that time they can quite legally send you a replacement that someone else has returned.  That may or may not be a return from a reseller.  That may or may not have been refurbished before.  

I'd like to think that Fitbit is a reliable, trustworthy company.  And if so, it's time to admit that the Luxe is not meeting it's loyal customer's needs or demands.  Perhaps it's time for a Recall.  Or at least replace with new when still under guarantee.