My experience with Luxe and Customer Service

[Macampbell]

I have had the Gorjana Luxe for 2 years and last week it stopped working. I have tried every trouble shoot option and it did not work. A month into owning this the band came loose and only stays in with gorilla glue. It’s out of warranty so they offered 35% off. Which to me is not worth it. For anyone that ordered/ is thinking about ordering DO NOT. I am upset with how Fitbit handles these situations because I have seen many questions about this and they haven’t done anything to fix it. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Macampbell. Welcome to the 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.