Waiting for follow up from Support about Luxe

[VictoriaLondon]

I reported a problem to Fitbit a week ago and was told that my complaint would be escalated,  NO ONE has come back to me, so I have gone on to the other methods of DM on Twitter and the Chat, but I am constantly told  "your complaint is being escalated"  but still no response

I have a totally unresponsive fitbit as it will not charge, and I have re started it and all those things and done everything that FIT BIT has asked when I have spoken to them .... Has anyone had any success with escalating problems when it cannot be fixed easily over the phone. 

If I had purchased an Apple device I could have gone into a store and it would have been replaced, but no action from FITBIT.

  I am very disappointed, as I have only had the LUXE for just under a month so I am not a happy customer - any advice from other users? or Community?   thanks Victoria

Moderator Edit: Clarified subject and personal info removed

[SunsetRunner]

This is a user help forum. If you could please tell us what problems you are experiencing maybe someone can offer some advice. 

[VictoriaLondon]

I am still waiting to hear back from Fitbit, I have a reference number and I am told I shall be emailed, but the only responses I get are from the community forum...……..  my problem is still unresolved.  Merci

[SunsetRunner]

I tried to email but the answer was that the emailhelp not more exist

[Rich_Laue]

However we are simply fellow fitbit users and will not be able to help with you dealings with support. 

We may be able to help if we knew what the problem with your Luxe is. 

[VictoriaLondon]

Of course, sorry, I have posted so many times and found others with my same problem:  I have a wonderful new Luxe but sadly it does not charge, and I have re-set it, re booted it, tried different charging sockets, etc etc etc - in fact done all the things that Fitbit asked me to do when I spoke to them.   In the end I have sent it back to Fitbit and am waiting to see what Fitbit do now.   

The difference between Apple and Fitbit, is that with an apple product you take it back to the Apple store and walk out with a new replacement,  with Fitbit you have to have endless and repeated complaints before anyone actually responds, and when they do, they are not sympathetic and helpful but criticise you for complaining that a brand new Fitbit Luxe does not work.  From the international responses on the community, I have learned that others have also had this issue, and others with a brand new product.  😣

[Katerbee]

I am having the exact same issue.  My Fitbit will not charge and has been dead now for 1 1/2 weeks.  My case is also escalated.  I have gone through all the troubleshooting steps that Fitbit wants me to do (even though I've done it a bunch already with associates).  I have tried a new charge cable too, just to rule out that possibility.  

How can we get the proper support from FitBit we need for the replacement for our faulty devices?  Initially, when I decided to just try a cable replacement, the associate was totally able and willing to get a replacement Luxe out to me with a label for me to send my current one back.  Now no one can help me because my case is escalated.  The online chat always tells me to "rest assured my case has been escalated" but can't give me a timeframe or help in any further way.  I feel I'm being cast aside until my warranty runs out and they no longer can be responsible for my faulty device.  My ref #42116297

[VictoriaLondon]

When you are on the community forum everyone gives you helpful tips, but if you have a real issue, then you try Fitbit Chat and they say: oh no your case has been escalated, so I cannot deal with it ....  Then you try Fitbit Support, and they say, "dont worry your case has been escalated" and someone will come back to you.   

No one comes back to you, the customer service is appalling, no one will take a personal interest and treat you as an individual and say, "really sorry about this, I will resolve this and come back to you every day until this is sorted / until you have a new FITBIT and everything works"   

If you had an Apple device - you would take it back to the store and walk out with a replacement. 

For those of you on this forum - who keep saying "what is the issue":  The issue is that several people have complained in the community forum about FITBIT not charging and becoming unusable.    Actually what this forum should be saying - Please to the lovely "moderators" pass up the line how disappointed we are with the actual senior Fitbit team lack of responsiveness when something goes wrong - when you hear your case is "escalated" you expect someone to actually come back to you....   I have returned my FITBIT and still waiting to hear what is going to happen, absolute silence .....  

[Rich_Laue]

As @SunsetRunner has mentioned, this thread is composed of fitbit users. We are not able to contact support? However, is there is something that we may be able to help with, we will give it a shot. 

[Katerbee]

My question would be how to best contact support and get actual help when my luxe clearly is not working and won’t charge despite all the things I’ve tried with the Fitbit associates, manual, and answers here?  That was my question. I replied to this as a “hey I also have this issue and support also won’t help maybe someone has advice to get my ticket moving faster through the system”. 

[SunsetRunner]

The fastest way is through chat support.