Luxe stopped working and not covered under Warranty

[peanutbutter23]

I am posting on here to share my experience with the Fitbit luxe, and how disappointed I am with Fitbit as a company. My Fitbit luxe, which isn’t even a year old started to have issues with screen responsiveness about two weeks ago. Today the screen completely went black and I tried a factory reset in addition to working with customer service in an attempt to get the screen back working. When this failed, I was told that I would receive information about returning the item due to it being defective.

I just received this email and I am disgusted that I was told my watch is not eligible for a warranty because I didn’t buy it from the Fitbit site directly, which is a bit ridiculous, considering Fitbit sells to several retailers, and the retailer I bought it from is a reputable store.

I paid over $150 for this watch and the fact that I can’t do anything about it and that Fitbit is unwilling to do anything about it is ridiculous. Because yes, Fitbit, I’m sure we all save receipts and empty device boxes that are over a year old.

To say I’m disappointed is an understatement. I’ve done nothing but care for this watch. In a manner that should ensure it’s longevity, yet it seems Fitbit cannot create a quality product anymore. 

Needless to say, I’ll be switching to Apple Watch. 

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @peanutbutter23  so many places buy these devices and resell them, so only authorized retailers have the actual warranty. click to read. Just as on Amazon, only the Fitbit sold and shipped by Amazon are considered authorized. Any Fitbit bought from another seller, even if it is on Amazon, isn't covered by warranty. Sorry this happened to you.