07-01-2021 14:24
07-01-2021 14:24
My one week old Luxe will not charge. It charged initially with some difficulty. Now the charging cable won't work at all. I contacted customer service (both by chat and phone). I was initially given instructions on how to charge my Luxe...Not helpful as I already tried all of the trouble shooting ideas before contacting Fitbit. Then they ended the chat without response when I told them I had already gone through these steps. I then called and, after being on hold for waaaaay longer than the estimated 7 minutes, spoke to another rep. Told her that I have already done all of the trouble shooting activities and she "escalated" my issue and provided a case number. Said I would receive an email. That was four days ago. Followed up the next day through chat and the rep had me try to reset my Luxe using the button on the charging cable...No luck. Rep was going to send me a new charging cable, but then was told he needed to let the "Specialized Support Unit" respond to my inquiry via email before anything could be done. Asked when that would be and was only told "as soon as possible". I let two days go by with still no email and followed up again today through chat. I was told that I still need to wait for the "Specialized Support Unit" to respond via email but that they would escalate my inquiry. Hey Fitbit, the charging cable is dead! Just send me a new one already. I have been unable to wear my new Fitbit all week as it the battery is now dead. This turnaround time is absolutely unacceptable. I am ready to return this device and switch to Garmin or Apple. So very frustrated.
07-01-2021 17:42
07-01-2021 17:42
I just bought an extra charger for my Fitbit luxe at target so I would have a spare. I know you paid for the one it came with but it is always great to have an extra. It was 19.95
07-01-2021 18:35
07-01-2021 18:35
I’ll be going to get a new charger cable ! My week old luxe stopped dead!
07-02-2021 04:25 - edited 03-20-2024 10:43
07-02-2021 04:25 - edited 03-20-2024 10:43
Hi there, @HaneJ. Welcome to the Community Forums. We‘re taking into consideration your comments and sentiments with regards to our products and services. @Sandyszy @ChrisC1969 Thanks for helping out!
As our Support Team has notified you, please note that your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Luxe's issue. Stay tuned to your inbox.
Thanks for your patience and understanding.
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07-04-2021 11:47
07-04-2021 11:47
07-04-2021 20:43
07-04-2021 20:43
07-05-2021 07:50
07-05-2021 07:50
07-07-2021 08:14
07-07-2021 08:14
Hi Maria,
I did receive the email and clicked on the link and signed in. However, it's not giving me the option of the color that I purchased. I purchased the Orchid/Platinum Stainless Steel. The only options the form is showing in the drop down menu are as follows: Black/Black Aluminum; Lunar White/Soft Gold Stainless Steel; or Soft Gold Stainless Steel. Additionally, I don't need my Luxe replaced! It's the charger that isn't working. I know this because I purchased another charger on Monday and it worked just fine. I would like for Fitbit to send me a replacement charger, not a new device. I emailed the support team last week and sent another follow up earlier today. Please adivse.
Kind regards,
Jane