Luxe no longer syncing with my phone

[Coiaquinn]

For the last week, my Luxe has not been automatically syncing with my Samsung Galaxy S10. My android software is version 12.

I have spent 30-60mins each of the last 3 days, repeating the steps over and over until I managed to force it to sync once, but then it wouldn't repeat automatically after that.

The device has been restarted, the phone restarted, and Bluetooth restarted. App forced to stop, App uninstalled and reinstalled. All permissions checked, battery-saving off.

I have contacted live chat, gone through all of this again, and was told to add it as a new device, to remove the existsing from the Bluetooth list. Now I don't even have a device linked to my account as it just keeps telling me to check my Luxe is charged as it can't find it.

In the last 60 mins it has found it twice, both times it would then not connect. 

And to add insult to injury I was told in the live chat that the issue would be escalated as he could not fix the issue, someone would email me. YES, they did and told me that there is no device linked to my account and told me to go through it all again.

Well, I have, for another hour! My Luxe is faulty, I am paying for the premium to track my sleeping, but I can't even sync my device to get any information and I'm not actually getting any customer support, what am I supposed to do now?  

[NellyG]

Hi @Coiaquinn I am sorry you are having these problems. The only way forward is to contact Support yet again. There is nothing anyone here can do. Sorry

[Coiaquinn]

Thank you for taking the time to answer me, I was absolutely loving seeing the stats on the the app. I can only hope someone can actually help sort the issue out so I can get back to using it.

[Brendao1010]

Did you resolve your issue?  My luxe is not syncing and I have had no luck with Fitbit helping the issue.  I think they are ignoring me 😖
Thanks!!

[Coiaquinn]

They emailed asking for purchase information which I provided. They then asked for my address so they could send me a label and returns authorisation number. As before I replied straight away, they have as yet, still not sent my label, when I chased it up 24 hours later no reason was given only that they have not yet done it. Really disappointed so far.

[Coiaquinn]

Another 24 hours have passed with no returns label or information as to what is actually happening. I would have thought this was something that could have been sorted out straight away, as I provided the requested information straight away.  I should be informed why there is a delay between me providing the information required and them actioning my return and replacement.  

[Brendao1010]

Has there been any resolution to the problem that so many people have been having?  Come on Fitbit, do better!!

[Coiaquinn]

They sent me a returns label yesterday and I packaged it up and sent it off within the hour. The question now is, how long will I wait for a replacement? Ive not had a working Fitbit for a week, this really should have been dealt with more swiftly.