I am very frustrated with my Luxe also, which I have had for 10 months. For me, it's mostly software issues, constant late reporting of data, multiple restarts required. I completely lost a day. Support generally has me restart and one time, completely re-set. So I looked up the terms of service. They basically are not consumer friendly. They reserve the right to replace with a refurbished product (clearly what you got in bags). They don't appear to offer refunds outside of a small (45 or 90-day window, I don't remember which), so you only have the option to work with them and their replacement runaround.
I hoped that Costco would support the one-year warranty, but it is a 90-day Costco product. So I'm considering buying another, new Charge 5 from Costco when I return from vacation after 12 months, and consider this Luxe as a $10/month rental. The concept is great, but updating the software constantly suggests it is poorly written. I don't know enough to know if your issues are software or hardware related, but encourage you to persist to get a working device within their window. I won't be able to succeed, hence starting from scratch. You still have options.
Good luck!
