Luxe is missing whole blocks of sleep time

[tmepyans]

Over the last two weeks, my Luxe has not been accurately recording my sleep time, missing two to three hour blocks of time where I am actually asleep. I have adjusted the settings, I have changed positions on my wrist, I have cleaned the sensors on the device, and I only sleep in one position during the night, so that's not the issue either. I have gotten to the point where I don't bother looking at the sleep tracker, which isn't a good thing since I use it to monitor how much rest I'm getting a night for my own health records. If I can't get this resolved, I will be asking Fitbit to replace the device with one that actually works.

[EdsonFitbit]

Welcome to the Fitbit Community, @tmepyans.

I'm sorry to hear about the difficulties you experienced with your Fitbit Luxe. Thank you for trying to get them resolved before contacting us.

In this case I would recommend restarting your Tracker by following these steps.

In addition, you can set your Fitbit device to track sleep in a sensitive mode. For information about how this setting works, please visit this article and open the menu "What's the difference between the normal and sensitive sleep setting?".

If necessary, you can edit your sleep logs. For instructions, please visit this article and open the menu "How do I edit or delete sleep logs in the Fitbit app?".

Hope this helps.

[tmepyans]

Unfortunately, restarting the Luxe did not resolve the problem, and manually entering my sleep times defeats part of the purpose behind having the device in the first place. Since it appears from posts in these forums that this is a common problem in the Luxe, I am going to request that the device be replaced with one that functions correctly. Please direct me to where I need to go to facilitate that as quickly as possible. 

[EdsonFitbit · Accepted solution]

Thank you for the update, @tmepyans.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[tmepyans]

Have contacted chat twice and been told to do the exact same steps twice, even after telling the second agent four times that I had already done so. My statements were ignored, and the agent simply kept trying to get me to do the same steps over again. The device is defective and not operating as it should, yet Fitbit refuses to do anything but send me through the same script of steps I have already taken! Customer service is clearly unimportant to this company!

Moderator edit: all-caps

[EdsonFitbit]

Thank you for the update, @tmepyans.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

The Customer Support team is in charge of checking your warranty and provide further assistance. In this case, it's necessary to get in touch with them. I noticed there is a record of your conversations with them so they won't provide the same troubleshooting steps you've performed. Thank you for your patience while dealing with this situation.

Have a nice day.

[tmepyans]

If that were true, they would have verified the warranty and provided the information I requested for the return of my unit and its replacement rather than simply going over a script for doing the same things all over again even after being clearly told that they had already been attempted. I have already made United Healthcare aware of the situation and am hoping that they can get results as a company client that an individual clearly cannot.