My Luxe stopped working

[Unhappy_]

The LUXE is now pretty useless. After following community and support recommendations I pretty sure that the LUXE is now 'bricked' because of buggy software. My LUXE shuts down on just about ALL 'buzz' notifications or when attempting to change user settings that would involve the notification routine.

As with other users who have reported 'fails' on goal achievement / notifications etc., setting higher goals, turning off notifications, changing home screen, reset and restarting .... my watch is still highly unstable and cannot even be relied on to be active if you want the time!

My 'ask' from GOOGLE is a decent discount on a model that is not too old to support. This watch has been perfect up until the update that has made it useless.

Unless 'a genius' wants to verify and convince me that the error is at my end I can only assume that there is NO fix (and other threads have been locked with similar complaints ... and no resolution).

Planned obsolescence for these devices is NOT acceptable.

I started with a Charge HR in 2015 (heart rate and sleep timing) (also told the time) and now I have a useless multi-function device that is little more than a gadget and not even a decent time piece!

Common GOOGLE ... I'm not paying $100's to replace what should be a simple device with bells and whistles!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Unhappy_. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Luxe stopped working. We‘re taking your comments and sentiments in regards to our products and services into consideration.

I've seen you contacted our Support Team after posting here. Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Luxe 5 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team . 

Thanks in advance! 

[Unhappy_]

Thank you (Marre) for engaging on this subject.

Please excuse any ‘slights’ against Google on this matter, however, I believe it dis-ingenuous to lead people to believe that the issue* is resolved.

This is why the post was made to the Forum as I did not nor expected to, obtain a resolution / fix from Customer Support / Tech Support.

* Of course I may be entirely wrong or be one of few who have an early Luxe .. but the issue must be fully understood by the developers / technicians and IMHO must be a memory addressing error / memory allocation or kernal panic etc. introduced by adding functions (bells and whistles) to a fairly basic smart watch, or maybe by standardising software between models? So software / firmware or hardware incompatibility that is not fixable by playing with sync and settings.

I trust that Google will accept responsibility for introducing a limitation / fault and treat customers fairly.

Again, thank you for your consideration and I would appreciate it if you would monitor CS’s actions to remedy this matter.

Cheers - Mark Simpson

[SBB123]

I have a Luxe too that has been working well for a year or more.  All of a sudden, the last couple of days it has stopped working even though it was charged.  It just goes black and when I put it on the charger, it shows it is charged and it starts back up.  The time is stuck at first but then it catches up the time, but the steps are not recorded.  Unfortunately, I have lost 2 half days of steps.  If there is a fix, would love to know what it is.

[Unhappy_]

To be fair to Google / Fitbit I can now report that a replacement LUXE has been delivered and seems to be fully functional (no crashes).

I did contact CS and was very impressed with their knowledge and assistance. A full 'reset' was conducted (various possible causes of instability tested .. the same remedies as suggested online and in other forums) but to no avail as the watch crashed straight away.

A replacement watch was sent after complying with the RMA process. The CS agents were thoroughly conversant with both the technological aspects as well as the replacement process ... so 10/10 for CS and Marre.