Luxe screen won't respond even after trying some troubleshooting steps

[CynthiaGB]

I’ve had my Luxe for just a few weeks.  And now the screen won’t respond.   I’ve contacted cs they couldnt get it to work so they escalated it to a higher level of support.  But I haven’t heard anything from them.  I’ve turned it off, deinstalled and reinstalled, changed the face - nothing works.   I can’t believe I spent $150 on this and it doesn’t work after only days of use.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CynthiaGB. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before posting here. We‘re taking your comments and sentiments in regards to our products and services into consideration.

We're sorry for the delay in getting back to you. However, please note that your case was forwarded to our higher tier of support for further checking. Stay tuned to your inbox, someone will be in contact with you soon.

Have a nice day!

[Lady_Rainicorn]

Sounds like we're having the same experience. I have also not heard from this "specialist" they told me I'd hear from. 

[MarreFitbit]

@Lady_Rainicorn Thanks for stopping by in the Community Forums. 

Please keep in mind that every time you reply to your case (meaning you didn't wait for a response from our team) you're sending it back to the queue so our team doesn't have the chance to see it. You replied yesterday, so I'd suggest to wait until they reach out to you again, due to recent events affecting our operations, support options are limited and wait times are longer than usual. I'd appreciate if you wait the next few days to receive a response from our team. Keep in mind that they will definitely continue working with you.

Have a good day! 

[Lady_Rainicorn]

Understood. Thanks for the info.

[MarreFitbit]

@Lady_Rainicorn Anytime! 🙂

Have a good day! 

[SueP1]

I have the same problem, screen won’t swipe up for information. So disappointed as I’ve only had my Luxe 36hours. Won’t have a Fitbit again, as I had charge 3 which was actually replaced twice due to screen unable to be read because of it covered with lines. These are useless and not fit for purpose. 
from one very disgruntled, dissatisfied and disappointed customer

[MarreFitbit · Accepted solution]

Hi there, @SueP1. Welcome to the Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

If you haven't done so yet, please restart your Luxe 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. 

[Ladygreenbird]

I tried resetting my Luxe with no success. Abruptly stopped this morning. I see other are having