Luxe battery is draining quickly

[JoanaPort]

Hi 

I have had my fitbit luxe since June 2021. In the last week, I notice that I charge and the battery just lasts for 2,5 days. Usually I was only changing it every week.

I need help, since is still on the garantee.

Thanks

Joana

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @JoanaPort. Thanks for stopping by in the Community Forums and sharing the details about the issue with your Luxe. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[JoanaPort]

Hi,

Yes, I contact support, and they are going to send me a new Luxe.

Thanks

[Rozuelas]

Hope it’s new and not refurbished like mine. Should be ok if within 45 days of purchase.

Sent from my iPhone

[Odyssey13]

@Rozuelas  Fitbit will send what they have at the time of the return. A refurbished unit is often one that was returned due to it being the wrong size or color. You can learn more here - click to read

[JoanaPort]

No one told me it was a refurbished one. I received an email to choose from a replacement (that I assumed it would be a new one) or a 50% discount Int I wanted to buy another Fitbit.

I think it will go against the law if they don’t give me a new one.

how can I know if it’s new or refurbished?

[Odyssey13]

Hi @JoanaPort  not sure you'd be able to tell. From what I've read, these refurbished have been cleaned up and passed inspection in order to be sent out. You can learn more here - click to read

[Rozuelas]

Yes, that’s my story too.

I bought new directly from Fitbit. It worked great for 4 months then just got worse and worse. I struggled on (paying premium as well) going round the loop of customer services/waiting for replies/resetting etc etc till I just ended up with a black screen. Finally they agreed to replace but when it arrived it clearly stated on the delivery slip “Refurbished”. I’m fairly hot on the law and my rights but who reads all that info on receipt of a lovely new tracker? Or any other purchase? Not me, it was working - why would I need to know about returning it?

It is quite clearly stated in the T&Cs that you only have 45 days to return for a full refund or new replacement. That’s what I’m trying to get everyone to realise.

I don’t hate Fitbit, we have others that work great. But I do think it’s appalling that they can send refurbished to replace new after 45 days.

Someone on this forum explained the policy to me, justifying by saying it “may not” have been used. But it might have been! Who knows? They can’t grasp the fact that if I wanted refurbished I’d have paid less and bought one.

I think the Luxe isn’t fit for purpose, rushed to market with too many glitches. It can’t be that we’re all too thick to operate it properly.

I wish you better luck than I had - you MAY be one of the lucky ones who get a ‘new’ replacement - apparently it’s a lucky dip on what they have to hand….. 🤞



Sent from my iPhone

[Rozuelas]

It tells you on the delivery slip

Sent from my iPhone

[JoanaPort]

I received it today. I am really sad about this. It's refurbished equipment, and no one told me this. If they had told me on the phone I had used the 50% discount and bought a new one.

It's sad that they act like this. 

Let's see if this one works or not.