My experience with Luxe and Customer Service

[J-SK]

Spent many hours over a few days troubleshooting with online support trying to resolve black screen / battery not holding charge. Having exhausted all options was told there is nowhere to send the watch for repair and - because I purchased the watch 1.5 years ago - that it couldn’t be replaced under the 1-year warranty. Am I unreasonable to expect a Fitbit Luxe to last longer than 1.5 years??

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @J-SK. Welcome to the Fitbit Community Forums. It's sad to hear that your Luxe couldn't be fixed, despite all the steps you and our support team tried. I understand where your concern is coming from. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly.

Thanks in advance! 

[J-SK]

Still waiting to hear back from Fitbit “Support” team re my case. In the meantime, I’m reading about so many unfixable problems with the Fitbit Luxe on this forum. Mine stopped working 1.5 years after purchase - 6 months outside warranty; so, too bad, too sad for me! Wake up Fitbit, you need to do better with this product, it’s letting your brand  - and your customers - down!

[Sixtyos]

Not at all! I’m equally disappointed like you. 

[Sixtyos]

I can’t agree more. I have stuck with Fitbit despite my daughter urging me to try Garmin and my husband using Apple Watch. This luxe issue is finally giving me the message to move on.