Feedback about Luxe special edition replacement process

[SunsetRunner]

Customer service requires you to send back the lux and both bands for replacement 

I am not willing to wait weeks for them to replace, so I'm going to fashion a safety chain that will keep it on my wrist instead of falling off. Good luck to everyone else who is having the same problem 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SunsetRunner when it's purchased as a set, Fitbit wants to see them together. If it was a regular band and not the special one, they might not have wanted the pebble part returned. I'm not sure modifying the bracelet will work, but it's possible any modifications could invalidate your warranty. You might want to check on that before making changes to the band, just in case.

[LizzyFitbit]

@SunsetRunner. Welcome to the forums. @Odyssey13 Thanks for stopping by to help our member.

@SunsetRunner Thanks for taking the time to share your feedback about your interaction with our Support team. Please take in mind that there are some requirements that our team needs to fulfill in order to complete your warranty claim. I understand how you're feeling and I'm sorry for this inconvenience. Your feedback is truly appreciated and please know it'll be passed along so we can keep working, as well as improving our services. While I don't have access to your case, my best advice is to keep the communication with them so you can receive more details about your Luxe replacement.

[Leslieinlakelan]

I too am having problems with the luxe special edition band separating from the device. I've started an inquiry and haven't heard back. I'm so afraid I'm going to lose the device. I switched to the pink plastic band that came with the gold band and it doesn't seem to have that problem so far. The extra $50 band is sitting in a box.

[LizzyFitbit]

Hi @Leslieinlakelan. It's good to see you around.

Thanks for letting me know about your Luxe. I understand where you're coming from and I'm sorry for the inconvenience experienced with the band. Because you already have a case created, I've forwarded your post to our Support team so they can review your details and provide you with further assistance. I'd also recommend keeping an open communication with our team so they can continue helping you with this matter.

[phoebi_]

fitbit told me 3 times they needed me to return the band and the pebble. on the 4th email after i questioned this, they backtracked and said “we only want the band to see how we can avoid this fault next time”

they sound confused. 

[LizzyFitbit]

Hi there @phoebi_.

Thanks for joining this thread and sharing your feedback about our Support team. I'm sorry for any inconvenience this process may have caused you. Please know every comment shared in the forums never goes unnoticed as it helps us to evaluate our procedures and improve the experience with our products, as well as our services. Because you already have a case created, I'd recommend keeping the communication with them, so you can receive updates about this process.