Luxe keeps turning off and battery percentage on the device and app doesn't match

[RamRag]

Hi there

Two issues that started at the same time, it’s now been more than a month. 

1) device keeps turning off randomly 2) device shows 65% right now, app shows 34%. Keeps happening. Problem 

Moderator Edit: Clarified subject

[kw24]

Similar problems...very frustrating and not reliable at all!

[Karenb29765]

I dont have the continuum clock face - how do you get extra faces or is it through android (Im on an iphone)? its actually a nice one. or is it a US one (im in uk)

[apf993]

So we are all having the same issue.  I called 10/28 Inquiry #51179521 with an email response offering several options and said they would monitor and respond but it happened again today 11/6 so I called back. My luxe has died twice with no warning. I was told today my inquiry got "stuck" and that they would follow up within 24 hours. I check the battery each morning and it says 50% or better and then it just goes blank. When I plug it in for a charge it initially shows a high % and then slowly comes back down as it recharges. I bought this Luxe 1/24/22. The battery does not appear to be holding a charge - we no longer see the battery% in the app and I no longer receive an email advising the battery is low. 

[Stevecole]

In app, Click on the image of your luxe in upper left, on next screen click on “Gallery”. 

[Stevecole]

So far the answer of my calls and chats sessions wirpth help center  has been, “ sorry! Have a nice rest of your day”.   

[sorenkkg]

I decided to try a new watch face. I picked one almost at random (the one I liked best I was using and it was crashing). It hasn’t crashed since I changed the face. 

has anyone else had this experience? It’s weird. 
I want to go back to the face I was using. Wonder if that will work. 

why do I feel like I’m qa’ing a new product? Wth. 

[Tracy06]

Hi Steve, tried the gallery and the continuum face isn’t there. Is it available in UK? Thanks

[sorenkkg]

The one that was failing for me was Liberty. This is really disappointing bc it was the only one I used for years. 

I’ve now tried Karman successfully. Except I find it hard to actually see the exact time bc there’s no minute markings. So as of last night I’m trying Bloom. 

[Stevecole]

 

[AirWhateva]

I was using the liberty face as well, I've switched to the overlap it isn't bad..

I have noticed my watch has been better. It isn't shutting down like it was but the charge is not lasting the 3 or 4 days that it used to. Now it's every other day when I have to charge it. 

Do you think that the luxe is just becoming obsolete like the apple3? I had a quick look at the help pages here for other styles of watches and I noticed there were some of the same performance complaints. Isn't it weird how little the mods are saying?

I'm glad my watch is working better but I've lost my confidence in the company. Thank you so much for speaking up and posting your replies, you have helped me deal with the issues I was having and it's nice knowing that someone was listening. 

[Stevecole]

I think Google plans to" End of Life" the Luxe in near future in  favor of the Inspire 3 . They dropped price on Luxe , which is leading indicator. Reason being the Inspire and Luxe are quite similar. I bought the Luxe since it is slimmer with a metal case and much nicer watch bands.  But Inspire does have longer battery life and rated best fitness tracker  per NYT Wirecutter testing. all that long answer is to say that I plan to  hang on a bit to see what happens.

[sorenkkg]

I agree. This model has been out for a few years and regardless of when you bought one, the model itself is likely not going to be supported too much longer. Such is the way with tech. But while it is supported I’d like to see better… support. 😝

I’m not ready for a new watch yet though, going to squeeze the life out of this one. And like others here I’ve been loyal to Fitbit now for a few different watches and iterations. I like the slim design and features etc. just being back the battery life view in the app and I’ll be a happy camper again. 

[Stevecole]

100% agree.

[apf993]

Looked for a way to update my response and you are the last in line Stevecole... so Fitbit offered me a small discount on a new Luxe and I took it - yes they have reduced the price and probably plan to phase this out but I love the size of the Luxe and it suits my needs.  New Luxe arrived and the battery charge issue is over!  Obviously, my battery was on its last leg and the new model solved my problem.  ALSO - we can now see the BATTERY PERCENTAGE in the app! Woo Hoo... it pays to leave feedback.

[kw24]

I was told MY battery was the problem. I also love the size of the LUX, but
I am reluctant to purchase another from them. I am very disappointed with
my LUX, as it has become terribly unreliable since the update. Might
consider it if they offered a significantly reduced price.
Just curious...how old was your LUX?

[apf993]

Hi kw24 - my Luxe would have been 2 years old January 2024. My story was the same as yours but my problems stopped with a new Luxe... so I guess it was a device issue.  I really love the Luxe best and I decided the $70 price made it worth replacing. 

[Stevecole]

My Luxe purchased from Fitbit on 3/18/22.  After my 4th help desk call in as many months, I was issued a credit to use on a replacement.  I have ordered an Inspire 3.  I loved my Luxe too, but the Inspire 3 has 2X the battery life as Luxe -- and same feature set .  I  ordered the Luxe originally  due to the metal case, but it has inherent battery issues that have plagued it ( IMO ) . The Inspire 3 is recommended by Wirecutter ( whom i have found to be good source for rating stuff ). Here is link to article......

 https://www.nytimes.com/wirecutter/reviews/the-best-fitness-trackers/

[Stevecole]

I got replacement credit to use also.  Pays to be squeaky wheel!  I read a Google update that said the  %  symbol was was coming back  in app. So far i dont see it in my version.  

[LauraRoyHol]

Well, I guess the life of a Luxe is limited to less than a couple of years.  I think I got mine on 2/22 and since the newest update, my battery life is a day or so and goes from 59% to 0 with no warning, randomly. I hate having to buy another but based on the recommendation above, I will try out the Inspire 3.  Thanks all for your help! Fitbit wins, we lose.

[apf993]

Thanks Stevecole. Agree with wirecutter reviews - did not read prior to my purchase but will cross this bridge again in a couple years - who knows by that time they may have a better version!! The battery percentage showed up in my app a couple days after our initial post and that is a GOOD thing.