Defective Luxe - Customer Support Frustration

[alemap1]

I purchased a Fitbit Luxe in early August.  It stopped working  Septemer 6th.  Customer Support could not fix the issue and I was given the choice of receiving a replacement Luxe or 50% off a different Fitbit product.  I chose the replacement which was promptly mailed and received by me.  The replacement would not work either.  Customer Supoort again could not address the issue. I requested that the Luxe be replaced by a Charge 4 as the Luxe line is beset by bugs and issues,  Customer Support informed me that the product team would address the request but I would first have to send back the defective Luxe using a Return Label Fitbit sent to me on September 13th.  I used the mailing label provided and mailed the Luxe back form my location in Massachusetts on the 13th.  Due to Fitbit's use of Federal Express via the USPO the defective Luxe did not arrive at Fitbit's CA location until October 4.  Fitbit today notified me that they have sent yet another replacement Luxe, stating that it is my "order", not addressing my request for a Charge 4, and provided a scheduled delivery date of 5 to 7 buisness days.

I have wasted so much time trying to get the multiple issues with this defective product addressed and now I am to receive a replacement  Luxe instaed of the requested Charge 4.   Fitbit has ignored my requests for a reliable substitution, made me wait long periods of time for a replacement, and continues to send me Marketing emails asking why I am not using my Fitbit!  

[NotFBit]

My fitbit also only worked for just under 6 weeks.  Fitbit won't refund my money because I was a few days over the return period.  I could not connect my Luxe to my iPhone for more than 24 hrs.  A representative told me it is because my Fitbit is incompatible with Apple products (apparently even when my apple watch was not connected to my iphone.)  She even told me at one point that I had to walk further away from my disconnected apple watch because it may be interfering with the fitbit connection if I am in the same room.  But then during a subsequent lengthy conversation, another representative told me that was not actually true.

It is taking weeks for them to confirm when they will send a replacement and I paid for the extra insurance.  It took three extremely long (over 1 hr) phone calls to simply get a return label.  I am so disappointed in this new watch and the even more so with the poorly trained customer service representatives that had me disconnect and reconnect my Bluetooth settings and connection to the fitbit over a dozen times.  That's all they have you do - they simply had no other solutions to offer.

I actually loved the watch when it worked ..... my advice is go to Garmin.

[NotFBit]

My fitbit also only worked for just under 6 weeks.  Fitbit won't refund my money because I was a few days over the return period.  I could not connect my Luxe to my iPhone for more than 24 hrs.  A representative told me it is because my Fitbit is incompatible with Apple products (apparently even when my apple watch was not connected to my iphone.)  She even told me at one point that I had to walk further away from my disconnected apple watch because it may be interfering with the fitbit connection if I am in the same room.  But then during a subsequent lengthy conversation, another representative told me that was not actually true.

It is taking weeks for them to confirm when they will send a replacement and I paid for the extra insurance.  It took three extremely long (over 1 hr) phone calls to simply get a return label.  I am so disappointed in this new watch and the even more so with the poorly trained customer service representatives that had me disconnect and reconnect my Bluetooth settings and connection to the fitbit over a dozen times.  That's all they have you do - they simply had no other solutions to offer.

I actually loved the watch when it worked ..... my advice is go to Garmin.

[Odyssey13]

Hi @alemap1  you purchased a Luxe, so you're getting a Luxe. More than likely your request wasn't ignored, but it simply wasn't in keeping with the guidelines for replacements. Your replacement is on the way, you said, so just hope that it works well for you. 

Hi @NotFBit sometimes the customer support people have you do a variety of steps in order to determine what to do next to get you going. You return the Fitbit yet? Cross posting is discouraged on the forums, which is why your second post was moved into this thread. Going to Garmin isn't the answer. I have a few real life friends who left Garmin to return to Fitbit, having regretted leaving in the first place. I have Apple watch friends too and they miss the Fitbit and the challenges available on the app.

[NotFBit]

I love my Fitbit, this current one and the past 3 three I have owned. But if it doesn’t work and has a defect then it doesn’t matter how much I love it.  This is obviously a known issue.  I did return it with tracking and it is taking weeks for them to confirm they received it.  I am just as upset over the inferior customer service that has completely wasted hours of my time asking me to do the same thing over and over that does not correct the problem.  They need to re-vamp how they run things so people don’t get so frustrated.

[alemap1]

I purchased a luxe believeing it was ready for market and functioned.  I was wrong.  I rerquested that the Luxe be replaced by a LOWER priced Charge 4 (the Fitbit I had before the Luxe).   I was initially offered 50% off a different Fitbit than the Luxe on Defective Product #1- why not a full replacement on another Fitbit when we get to Defective Luxe#2 to someone who had been a customer for over 3 years and suffered two defective Luxes within a month plus multiple fruitless customer service calls?   Fitbit chooses to treat its customers badly and that is a shame.

[NotFBit]

I agree with you!  This is the worst customer service I have ever received on so many different levels!  The sad thing is I really loved Fitbit and even though I had to replace my Fitbit every 12 months because they don’t last longer than that I cannot continue to spend money on products that have no longevity and a company that has subpar customer service or consideration for its customers.

[alemap1]

I want to report for your benefit and the benefit of anyone else who chooses to read this thread that my 2nd Replacement Fitbit was received and immediately (within 24 hours) malfunctioned and ceased to sync.  Called Customer Support (again), spent 45 more minutes on the phone going through the trouble shooting only to have Customer Support say (again) there is nothing we can do but institute the return and replacement process- send me a label for me to  wait 3 weeks  (best case) for Luxe Replacement # 3 which I fully expect to be as defective as the 3 previous Luxes that have been in my possession since early August.

I (again) requested a replacement Charge 4 (my previously owned Fitbit that actaully functioned).  Customer Support said the "system" prevented me from receiving anything other than another Luxe.  The "system" as if it is some freely functioning Oz that cannot be reached or contacted.  This is a CHOICE by Fitbit to engage in the worst customer treatment I have ever experienced.  

There neeeds to be a public service warning on this product.

[NotFBit]

It is so disheartening to hear these instances of malfunctioning products and lack of interest in the company that sells them to provide fair and reasonable customer service.  My husband, and myself, and my kids all have been Fitbit customers for years, even though we must replace them within 18 months of purchasing them due to poor performance.  I know that occasionally the best products malfunction and need to be repaired or replaced, but the consistent failure of these products to perform and the poor customer service and policies is so disappointing.

[DramaQueenDiva]

Hi @alemap1,

Just so you're aware, I'm flagging your post for moderator attention.  Clearly, it's time to get one of them involved,  @NotFBit, I'll flag yours too for the same reasons.  Hopefully a moderator will be in touch with one of you soon.

[Fae1]

Thanks. I cried last night. I purchased a luxe and it’s a lemon. I’ve been chatting and calling and all I want is for them to send me another and have it entities before I send it back. My heart rate doesn’t work. It’s NOT MY FAULT. 

I love my last fitbits and I got my sister one as a gift and she’s having issues and so am i and this sucks. 

I’m disgusted with them right now. 

[Fae1]

I meant enroute not entitled. Can’t edit. 

[NotFBit]

I'm sorry Fae, it is so maddening!  I am diabetic so I have been keeping track of my walking/jogging very closely as well as my blood sugar so having a working FitBit was really helpful in my efforts to be healthy.  I started calling Fitbit customer service weeks ago, and sent back my Fitbit on September 28th and they still have not acknowledged receipt of my return even though it's been 16 days.

I am not looking forward to having another unproductive conversation with their customer support.  Hang in there, some people actually do get a satisfactory resolution.

[Fae1]

I’ve called a few times and have had a few chats. Im mailing back today and will be a thorn in their side til my replacement arrived. I loved my old Fitbit HR. It was great for a few years until the part of the device that my band clipped to broke. It isn’t repairable so I went with extra money and bought the “fancier” luxe thinking I deserved it. I guess I know what I deserve. It made me cry. Ugh 

[alemap1]

Google completed its purchase of Fitbit in January 2021. Maybe the company
has lost its way following the transaction as there seems to be a consensus
that Fitbit today is not whatFitbit has been in the past in terms of either
product quality or customer focus.

[SilviaFitbit]

@DramaQueenDiva and @Odyssey13 Thank you for the assistance offered and for flagging this post. 

@Fae1 Welcome to the Fitbit Community. Thanks for sharing details on your experience with Fitbit Luxe.

I appreciate that you shared how you felt about this. Sorry to hear that this happened to your tracker, be sure that our team will do their best to sort this out. Thank you for being a Fitbit user since Alta HR. 

@NotFBit, @alemap1 Hi there. Thank you for the detailed information shared and for updating the status of your case with Support. 

I see where your disappointment and frustration are coming from. Your feedback and comments are appreciated, this helps us to continue improving our services offered. 

Due to the high volume contacts, there might be a delay on their behalf, however, once our team has access to your case details, they'll do their best to provide the options available. I was able to see that our team is already working to sort this out, please continue the communication with them, this to avoid any confusion. 

Hope this helps. 

[alemap1]

I will hold on to the 3rd defective Luxe now in my possession rather than send it back with the mailing label sent to me by Customer Support (that takes at least 3 weeks to journey from MA to CA and then another week to 10 days to be processed) as I most assuredly do not want another Luxe- 3 strikes and it is out.

I look forward to hearing some news about my request for replacement with a Charge 4 and directions on where and how to send the defective Luxe in exchange.  Please let me know when I might hear, having been without a functioning FItbit since September 6th.

[SilviaFitbit]

@alemap1 Thank you for getting back. 

I see where you're coming from. Our Support team will provide more information about how long it will take to return your Fitbit Luxe. Keep in mind that our team provides replacements based on the same Fitbit that you have.

It's recommended to continue the communication with them, as they'll offer additional information based on your case details. 

See you around.