Luxe has not worked since the day it arrived

[KristenClancy]

Hi. My luxe has not worked since the days it arrived. We have spent up to 10 hours working with support - phone, chat, email, Twitter, Instagram, and FB - the only response we will get is that “someone” from an undisclosed department will get in touch only by email. This is the worst customer service that I have ever received for a device that was sent to me defective. I either want an exchange for a new not refurbished device or I want me money including the warranty refunded. 

Moderator edit: format. 

[vmtlib]

I am having the exact same issue.  I've talked, chatted, etc. everyday for 6 days and get told the exact same thing.  Ask to talk to a supervisor, and the person on the phone is not authorized to connect you to anyone on the "higher level of support team".  The obviously have a problem, so just replace the device with a new one and we'll stop calling, chatting, posting comments, etc.  It's been by far the worst customer service I've ever seen from anyone!

Moderator edit: format. 

[Odyssey13]

Hi @KristenClancy  you've contacted Fitbit six different ways, which is probably part of the problem. The more you contact them, you go lower down the queue as they see it as a new issue. It's best to try one way to get with them and wait until they email you. Where did you purchase it?

[KristenClancy]

We purchased directly from fitbit. Last week they were completely non responsive…. Now it seems this is a much bigger issue. Therefore we tried to reach out through other outlets hoping to get a better response. But I’ve seen on this community page that doing what I’ve done increases wait time. It’s a shame… a typical retail organization has a return or exchange policy in place. It should not be this difficult to get a working product. Honestly I have had multiple fitbit products purchased directly from the company abd never had an issue. 

[AndreaFitbit]

Welcome to the Fitbit Community, @KristenClancy and thanks for getting back to us @vmtlib and @Odyssey13. I'm sorry to hear about your experience with your Fitbit Luxe and our Support Team. 

I noticed that you already have cases and receiving assistance from our team. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for the heads up @Odyssey13.

Keep on visiting the forums.