Luxe battery drain

[LuxeCrashing]

I'm having repeated issues with my Luxe (purchased new in October 2023). 

The Luxe regularly powers down without warning (or with very little warning - it's common that I wake up to see a low battery warning email overnight, followed by sleep tracking cutting off about an hour later). When I plug the device into the wall, it immediately wakes up and often does have battery - so I'm not clear if this is a battery issue or a crashing issue. Then, when charging, the battery % shown normally increases at a non-linear rate.

An example - today I woke to an unresponsive Luxe. I plugged it in, and it immediately woke to show 27%, and charging. It stayed at 27%. After around 3 hours of this I unplugged it and wore it for a couple of hours. I then plugged it back in, and it immediately said it had 66%.

I have tried a factory reset, which worked for a week or so. It's frustrating not being able to rely on my Luxe being able to work/having charge/knowing how much charge it has. I really resent that I am having to consider purchasing an alternative device after so little time. Can Fitbit offer any support under warranty?

Moderator edit: clarified subject.

[ManuFitbit]

Welcome to the community @LuxeCrashing

Thank you for taking the time to share all this information regarding this difficulty with your Luxe. Sorry to know the situation that you are experiencing. 

Please, confirm that you have followed the steps listed in this help article: Extend your Fitbit device's battery life.

[LuxeCrashing]

Hi @ManuFitbit thanks for your response. Yes I have followed all of those steps.

I note you have changed the title of this thread - I am not clear that this is a battery drain issue as the fitbit does often repower, with charge, when I plug it in.

[ManuFitbit]

Thanks for the response @LuxeCrashing. 

Sorry if I misunderstood. 

As you mentioned that the device is waking up when you plug it on the wall, I'd suggest you take a look at the points listed in this help article:

Why isn't my Fitbit device's battery charging?

[LuxeCrashing]

Thanks - yes I have reviewed those points and taken action accordingly but no change in the performance of my fitbit.

As I said in my OP, I am not sure this is a battery issue, but an issue relating to the fitbit not understanding how much charge it has and therefore unexpectedly shutting down when it does still have charge (or maybe it is just crashing). 

[ManuFitbit]

@LuxeCrashing thanks for the new details and confirming that you reviewed the help article. 

Since you tried the steps and they didn't work and you report experiencing the same behavior, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further.

I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

[LuxeCrashing]

Thanks - that’s submitted now.