Faulty bands on Luxe

[ickiVa]

Was wondering if anyone else is as infuriating as I am with Fitbit. On November 13,2021 I purchased a Luxe to replace my charge 3 that my screen went out on. In just over a month I lost it because the band kept coming loose. I have been a loyal user of Fitbit since 2015 and in 6 years went through 5 Fitbits, all which became faulty in some way. Where is the accountability? Thinking of trying a different brand. Any thoughts?

Vicki M

[Odyssey13]

Hi @ickiVa  I have the Luxe, too. Which band did you have? I just have the sports band it came with. Have you reached out to customer support to see if there are any options available for you?

[ickiVa]

Odyssey13 

I have reached out in the past, but because I didn't buy the devices through the Fitbit site they didn't do anything about it. I can't even find customer service on the website anymore. I'm thinking they were to overwhelmed with complaints.

[Odyssey13]

@ickiVa  there is a link to customer support on each page by clicking on "Help" and scrolling to the bottom of the page.

Here is the direct link - click to go there

Only devices purchased at authorized retailers have the Fitbit warranty. Places such as eBay aren't considered authorized.

[ickiVa]

Thank you for the link. I called Fitbit and they filled out warranty paperwork on my case and will get back to me via email. What they will do for me is questionable 

[Odyssey13]

You never know until you try @ickiVa  Let us know what happens.

[ickiVa]

This was my response from Fitbit.

Vicki, 
Thanks for providing additional information. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit.com/returns

You can learn more about the latest options in the Fitbit family of products at fitbit.com/compare and fitbit.com/store

If you have any other questions, please visit help.fitbit.com

Sincerely,

JuanOB and the Fitbit Team

[Odyssey13]

It's possible your buying it elsewhere was the main problem. Fitbit generally doesn't replace devices that are lost or stolen. Sorry this happened, but at least you tried everything you could.

[ickiVa]

I honestly believe it wouldn't have made any difference where it was purchased as to whether or not it was replaced. It just angers me that Fitbit knows the Luxe is faulty and they continue to sell it so it happens to someone else.😒

[ematx]

I got a Fitbit Luxe for Christmas this year and so regret it. I have a gold stainless steel mesh band and the band stretches loose throughout the day to the point that the FitBit can’t function properly. There is nothing to hold the band in place; it just expands and then falls off. 

Not having a side button to get back to the clock is also ending g up to be a design flaw. 

I’ve been a loyal FitBit customer for years (my previous Inspire that had a great mesh band broke just before Christmas), but one month with the Luxe is just the worst experience. Not sure if I should return — seems like all the Luxe bands have issues based on the forum topics. 😞

[NoisyGirl]

I had a band failure in the same month, but bought from BestBuy. Fitbit said warranty didn't cover, and as a" courtesy" offered me a "discount" code that brought the replacement cost down to the holiday sale price. Pbbbttt. Replaced it on eBay.

[Nhajah]

I got the luxe for Christmas and I got the Gorjana x Fitbit collab band. It literally just falls off all of the time. So it is faulty good to know I thought I was going crazy! I think I will stick to my Apple Watch, just wanted something diff as I’m a teacher and like to track steps & calories throughout the day, but thought I’d be different and have a fitness tracker that “didn’t look like one”,  you know since every teacher on the planet has an Apple Watch lol. The Gorjana x Fitbit is beautiful but yeah I guess the luxe line is just faulty. Nice to know my loved one wasted their money when I asked for this for Christmas.