Luxe problems

[kmkmk]

Luxe started to have many problems for last months.

1.) Device crashes all the time and can't restart it without a cable - so when I'm out it just don't record any activity data for the entire day! It's the main reason I bought it.

2.) It records sleep data only for half of the night or doesn't record any data at all. Another important reason I bought it. Also bought the premium version only for detailed sleep data, but not getting any data at all!

3.) It shows like it's charging but after couple of hours when I remove the cable, battery is either dead or it has crashed. When I restart it seems to show a totally random battery percentage. Sometimes when it shows like it's 100% charged and I remove the charger, battery could be like 10% in an hour. But sometimes it lasts for 3-4 days. Always so much hassle with charging it and its like a lottery - will it charge this time or not. Could restart it multiple times before charging, but it still may not charge at all.

Have tried all the suggestions I have found from this community or anywhere else. Nothing seems to work. Also found that so many others have the same problems.

I have used it less than 1,5 years. And the premium version is 80€/year.

It looks cute and at first may have seemed cheap, but in conclusion it is not worth it at all! Just buy something better and save your money and nerves.

[Julia_G]

Hi, @kmkmk , you mention the price of Premium in Euros, which suggests to me you may be living in an EEA country and have purchased your Fitbit there.  In that case you should be aware that your Fitbit is covered by the limit warranty for two years.  As your Luxe is less than two years old I would recommend getting in touch with Fitbit Customer Support on Contact.fitbit.com as soon as possible.  Customer Support may be able to help you solve your issues (be sure to let them know the trouble shooting steps you have already tried) or if they are unable to solve them, will let you know your options under the limited warranty.

Let us know how it goes.  Welcome to the forums!

[MarySCal]

Many people report same issues. For example, today my Luxe turned off twice.  

My sister has the same problems with her Luxe. I just want it to work right again.

I can't understand the lack of response from fitbit.  Luxe is still sold and supposedly supported.  I suspect there may be suits soon...

[MommaTJ]

This is my 4th fitbit device but my first Luxe.  It was a gift so I don't have receipts but I am not at all impressed with it. I can't set alarms; no notifications for 250 steps or goals reached; has to be constantly rebooted; often will not sync with my phone or tablet. This may be my last fitbit, although the first ones were great

[Julia_G]

Hi, @MommaTJ , would you like some help with the issues you mention?   Reminders to move need to be set up in the app.  From the opening screen of your  app click on the small icon top left (watch and smart phone).  On the next screen click on the picture of your Luxe.  On the next screen you will see “Reminders to move”.  Click on that.  Next set the hours and days you would like to get these reminders.  Make sure Reminders to move is turned on (not greyed out).  Be sure to sync your Luxe so that any changes you make in the app are reflected on your wrist.

For older Fitbits alarms used to be set in the app as well, but on more recent devices, like the Luxe, you set these on the Fitbit itself.  On the Luxe from the clock screen swipe left to find the alarms app and follow the instructions there to set up.

I find that sync issues are usually temporary and generally resolve themselves without the user doing anything, although I know it can be frustrating.  I find the simplest way of forcing a sync, if “sync now” isn’t working, is either to restart the Fitbit or to log out of the app and then log back in again. If you continue to have issues with sync after trying those simple steps you might want to have a look at this help article 

[kmkmk]

Customer service recommend same troubleshooting techniques that anyone is able to find from this forum. Unfortunately it's not helping.

Also regarding to sleep recording issues, I can't acces the 'sleep' menu on the app. When I tap on it, the app just crashes. I have tried with two different phones with different ios and fitbit app versions. 

[MommaTJ]

Thank you. I had figured out the alarm last night. Following your advice, I checked the 250 steps setting, but it was set already. I do not see any reason for the notifications to not appear. I appreciate your reply.

Sent from Outlook for Android<>

[kmkmk]

They replied to me that the warranty is for 365 days although I told them I'm from Europe and also that my device wouldn't be eligible for warranty cause they have replaced my device already once. I had problems with Luxe since day 1 and they replaced it, for some time one of the devices was working, but now I have two devices that don't work. This company is a joke. 

[kmkmk]

I got 250 steps notifications until I did factory reset which was supposed to solve other problems I'm having with my Luxe. Now all the other problems still persist and in addition I don't get the notifications anymore although it's set up in the app and Luxe is synced.