Luxe Stopwatch not working

[dkny0123]

I previously had a Charge 3 that was functioning fine except the digital brightness had faded after one year's time. I could no longer read the tracker unless I hovered my other hand over it to make it as dark as possible, and even then it was still barely visible.

So I ordered a new Luxe which I was very excited about. It shipped on 6/2/22 and as soon as it arrived I followed all instructions for set up. One of the main features I use is the stopwatch (as a PT it helps me time my patients and for personal use, I time my runs/exercise). I was frustrated to discover the stopwatch on my Luxe was not working from DAY ONE - I would start the time and it would begin counting up...however after a random amount of time (could be 1 min, 3 min etc) the stopwatch automatically reset back to the home screen. When navigating back to the stopwatch, it was no longer counting nor did it save my time from when I started the clock. This is extremely disappointing during/after a run that you're trying to time, after going for a record and not knowing where you ended.

I called FitBit support and they first had me reset the device on the charger by pushing the button 3x, but it didn't correct the problem. Then I called again and they had me reset the device in a different way through the tracker itself, but that didn't work either. The rep sent me an email and told me to reply to the email if I was still having trouble and the case would get escalated. I replied and did not receive a message back. I called support again - they wanted to "reset" again but I explained that I had already reset many times in different ways and this needed to be further addressed. I was on hold for >20 min and then told there was nothing he could do and I should wait for a response to my email. It has now been a couple of weeks and no response - no email reply, no phone call or message from FitBit support.

I have been a loyal FitBit customer for many years and through many devices - I have never experienced this type of poor follow through before and I am extremely disappointed. At this point, I am ready to return the device as it's not functioning properly and I am not getting any help in fixing the problem, being offered a replacement device or some other reasonable solution. What is the point of a stopwatch that doesn't clock your time? I paid a lot of money for a product that doesn't do what it's supposed to do...

[Julia_G]

Hi @dkny0123 @as you have had no response to your email for more than 2 weeks I have flagged your post for moderator attention and someone should be along soon to help you.

[dkny0123]

Sorry, do you work for FitBit? And how long after the flag should I expect any contact? Another 2 weeks have passed.