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.
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