My experience with Luxe and Customer Service

[Pixiegirl2016]

I purchased my Fitbit Luxe I believe in 2023. I used it for about 3 months and stopped using it. In February of 2025 I decided to start using it again, I charged it  completely and I could see on the screen that it said 100% (charged). I removed the charger and the screen went completely black. I tried and tried and tried to get it to turn on to no avail. I placed the charger back on and the screen came back on. I removed it again and the screen went black again. So I called customer service and they tried to troubleshoot it, they had me restart it by pressing the button on the charger three times, that did nothing. They had me do it a few times and nothing happened. They also had me try to "update tracker" on the app and after a few minutes it said "try again". I indeed tried again (many times) and it kept saying "try again". It is now April and I tried to do it again and basically the same exact thing happened. The screen only turns on when the charger is connected to it, as soon as I take it off the screen goes black. I called customer service and they had me try the same thing again to no avail. Felipe (customer service rep) asked me if the lights on the back of the Fitbit were green I said no and he said that was NOT normal but my warranty was expired and the only thing he could do was give me a 30% off code to purchase a new one. I told him no way was I going to spend money on another Fitbit ever again and he said to have a nice day. This Fitbit was worn for a few months and physically it looks new but who knows what is going on with it, what I do know is that I will never purchase anything made by Fitbit or Google since they now own Fitbit. Trying to fix this issue is SO exhausting and frustrating and I don't have the time to deal with more customer service calls as I have twin toddlers to take care of. Very disappointed Fitbit! 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Pixiegirl2016. Welcome to the Fitbit Community Forums. I'm sorry to hear about the inconvenience you've been having with your Luxe. We‘re taking your comments and sentiments in regards to our products into consideration.

I've seen you contacted our Support Team before posting here and they've already assisted you. Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Luxe and also want to find a resolution to your issue, my best advice is to keep the conversation with our team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies. 

Thanks in advance!