Luxe screen has developed lines

[Jackie_Y]

Received my new Luxe less than 3 weeks ago and it has started showing horizontal lines on the screen, like it’s having issues rendering.   My original Luxe never had this issue.   Is this fixable or do I need to return the device as defective?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jackie_Y. Welcome to the Fitbit Community Forums. I'm sorry to hear about the issue with your Luxe. I understand where your concern is coming from as your original Luxe never had this issue. I'll be glad to help you as this issue can be fixed.

Please restart your Fitbit device as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

Hope that helps you! 

[Jackie_Y]

Thanks, but sorry, did not help.  I contacted customer service and asked for replacement as mine was defective.   Did the clock face reset with rep and still getting lines.  Said they would send a replacement and assured me it would be a new device, not refurbished.  Couple days later a REFURBISHED Luxe arrived.  Called customer service and noted I did not pay for a refurbished device a few weeks ago.  I purchased a new device.  It’s like buying a new car and then having it swapped out for a certified used. Not what I paid for!   Returning for a full refund.  Got the return label but still awaiting the email instructions as to everything that has to be returned.  Guess it’s going to take yet another call to customer service.  

[MarreFitbit]

@Jackie_Y Thanks for getting back here and sharing those details. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

We hope your issue gets solved soon.