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My experience with Fitbit Luxe and Customer Service

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‎06-13-2023 18:42 - last edited on ‎06-14-2023 04:20 by Fitbit Moderator

‎06-13-2023 18:42 - last edited on ‎06-14-2023 04:20 by Fitbit Moderator

It seems there is a design flaw of the Fitbit Luxe, barely 2 years old and it has continuous black screen issues even when charged after all the troubleshooting (reset, clean screen and charger, change clock face). Screen will work for awhile after putting on the charger, then go black at some point during the day. Fitbit support wrote me off saying I've done all the troubleshooting, its the display. out of warranty so nothing we can do exceot offer you a 35% discount on a new Fitbit except not Google Pixel watch. Sounds like a design flaw to me, so Id rather put my hard earned money into a brand that is reliable. I will be checking out Samsung. 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎06-13-2023 19:09

‎06-13-2023 19:09

I am having the same issue - my luxe just stopped working!    Very upsetting as it’s not even 2 years old 

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‎06-14-2023 04:23

In response to ADevine1982

‎06-14-2023 04:23

Hi there, @AKCleve @ADevine1982. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Luxe. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

Maria | Community Moderator, Fitbit


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‎06-14-2023 06:24

‎06-14-2023 06:24

I am frustrated with the Luxe experience as well. It obviously has some system issues and mine is relatively new as well. I have been a long time fitbit user and endorser. I had the little one you could snap onto a bra when they first came out and was hooked since. I have purchased about 8 different fitbit products since 2009. My husband bought me all the different bands etc for the luxe. I am on week 2 trying to fix this Luxe. If I am not able to get it resolved... like you -- I am going to have to make the switch. Would be sad to have to do that. I am so used to mine.

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