Luxe Band is Defective, it won't attach

[AnnWood1]

I bought the Luxe gorjana but the band was defective. The band is finnicky and doesn't attach at all. I tried to change the band and it said to push it back on but it still wouldn't connect. The customer service sent a link that said I should try putting it on at a 45 degree angle, also that did not work. It's useless without the band so the hardware is a very poor design. It came with a pink silicone and gold link band. Neither of them would connect to the Luxe so I had to return it because the band was defective. 

The customer service gave me a hard time because they had sent me a discount code to replace my Charge 3, but when I used it on the defective Luxe they refused to honor the code on a Charge 5 replacement because it was on sale, even though the discount would have been better. It was frustrating because not only did they send me a defective product but they also misled me with the promise of a discount on a replacement. 

[DramaQueenDiva]

Hi @AnnWood1,

I'm sorry to hear of your troubles.  Did you purchase the devices in question directly through Fitbit or through another retailer?  If you purchased them through another retailer, then you need to take the devices back to them to see if they will be open to an exchange.  Fitbit cannot honor other retailers warranties.

Now if you purchased directly through Fitbit, that's another issue altogether.  I believe each device comes with a 1 year limited warranty (I've heard of it being 2 years outside the US, but since I live in the US, I cannot verify this).  If you bought the devices and they're still covered under warranty, then Fitbit should be able to honor an exchange.  If they're outside the warranty period, then there's nothing they can do except offer you discounts.

[AnnWood1]

Yes I purchased it directly through Fitbit. They refused to honor the discount even when the Luxe they sent me was defective. My Charge 3 that I was trying to get a replacement for was out of warranty so that is why they sent me the discount, but the defective Luxe was in warranty. I was unable to use the discount on a replacement and they didn't seem to care at all about losing a customer. I've seen that many people have this issue with the defective Luxe band but Fitbit didn't address it.