ALTA HR died today

[sherbsusan]

I was reading in this community and find it strangely odd that several people had their Alta HR all die at the same time.  Does someone know something I don't know?  Thanks.

[GretchenShott]

I am having the same issue. Every two days I need to charge my Fitbit which stinks as I am trying to use it with friends and work on challenges and step goals too. Has anyone received any help from support@fitbit? Wondering if we need to ask them to replace it. Given so many people are having this issue it seems like an update setting or something went wrong and is effecting users.

[Soxfan63]

Doubt they would replace them.  From what I understand, they no longer make the Alta HR

[Walker51]

My Alta HR started to scroll through its readouts erratically then eventually stopped working (around mid-July 2020). Now it won’t charge at all. 

[Kayte]

I have spent the last several days trying to get this resolved with Fitbit.
Their answers coupon for 25% off select products. They did offer someone
whose device was out of warranty a refurbished device as they no longer
make the Alta HR. When I did a live chat to find out if this was an option
I was told I had been offered a coupon and that was all I would be getting
when I asked why a refurbished device was offered to someone else that was
out of warranty they told me that they could not discuss others outcomes.
When I asked to be directed to someone else that might be able to answer my
inquiry as to why some people were offered a replacement and others 25%
coupon and others nothing at all the Live Chat Rep disconnected. I've
turned in a complaint to BBB but have found out that Fit bit is not a
registered member of the BBB. I am stunned by the amount of emails I have
gotten from people that this has affected. Fitbit CS says that having so
many devices go down at the same time is no fault of their own as they do
not know how people care for their devices.

[SMWhitby]

Just chatted with support and was only given 35% discount

[AlvaroFitbit · Accepted solution]

Hello everyone.

I am sorry to hear about your unresponsive Alta HR devices. Not sure what the cause of your issues may be. It could be the display not working or the battery not charging or not holding a charge. If you haven't tried any troubleshoots then you can try the following:

Clean the contacts using cotton swab with rubbing alcohol, then charge it by plugging it for a couple of hours directly to your computer's USB port (try different ports) or use an UL-certified USB adapter. After this, restart your device and see how it behaves.

You can follow these instructions to help improve the battery life and these instructions to help your device charge.

If you want you can also reach out to our Support team (click here to contact them) for further assistance. This is why I have created tickets for you @HVKiesling @HannahRobinson7 @hamcar @Grandmalainie @criley14 @Walker51 .

Please keep in mind that Support does follow the guidelines described in the warranty so if your device is outside the warranty period they won't be able to replace it. This is why some got offered a discount, to help them in case they would like to keep using a Fitbit device. Still thank you for sharing your feedback.

Let me know how it goes.

[Soxfan63]

Hello Alvaro. 

Isn't it the least concerning to Fitbit that so many people began experiencing the SAME issues at the SAME time, considering their devices were bought at different times?

My battery, when fully charged would last 7 days.  Then starting Tuesday, it now barely lasts 3-4 hours. 

That usually means a recent software/firmware or app update is causing these issues.

Many here are prepared to leave Fitbit and move to another brand of activity tracker. If you truly care about your customers, you would contact your technical team to research.

[hamcar]

Thank you for your message.  My issue is that all of a sudden my Alta will not hold a charge for longer than 8hrs.  Once charged it seems to work well.  As my first Fitbit did the same (was replaced as still under warranty) I have always been careful not to o overcharge it and to clean the contacts periodically as prescribed.   I am not sure there is anything anyone can do. 

I am disappointed as I love the Fitbit Alta HR and am sorry that it looks as it's days are numbered.

[hamcar]

Well said.

[Lizzbird]

Same here Galaxy Samsung S9. Did an update few days before and Fitbit completely went dead.  Bought TWO new chargers will not even charge. SO NOW 10 bands, 3 chargers and a dead FITBIT!!  They offered 25 percent only for a short period of time.  Not sure what I will do at this point but I do miss a tracker on my wrist to let me know how I'm doing.

[sherbsusan]

You made out better than most. It was 25% a couple of days ago. Glad you got more. I agree we all should really get a lot more than that. 

[Lizzbird]

Hello Alvaro:

This is just not right to do this to people.  YOU KNOW good and well this was done intentionally to have so many fitbit ALTA HR's go down within the same timeframe.  Some were under warranty and some were not. I do hope you relay ALL these messages from UNHAPPY customers.  I used to love your products now I question your policies and procedures.  Makes one think twice about moving on from FITBIT for sure. 

[Soxfan63]

I'm a Samsung Galaxy phone guy.  Looking seriously at one of the Galaxy watches.  But I don't need all those bells and whistles.  Just want steps, distance, and something that syncs with my WW app.

It's against my principles, but I may give the Fitbit Inspire a try.  Only $60 without HR monitor.  But Fitbit has really lost my respect

[sherbsusan]

I don’t know if you saw a previous comment of mine, but, fit bit has just been bought out by google.  I don’t know how that would tie in to all the Alta HR’s going down but they must think we’re a bunch of idiots. I wonder if they read the community posts. 

[KRJohns123]

I have been sent several replacements and I've found that going through
their Customer Service Chat option on the fitbit.com site is the fastest
way to get through the trouble shooting process and if there is no
resolution to the issue the rep will input your replacement order into the
system during the same chat session. You get an email confirmation and
the new fitbit is sent out within a few days.

[Walker51]

Thanks for your help! 👍I’ll get in touch with them. 

[PatienceW]

I’ve had the same issue, only it was late July 

[Jootzy]

I feel the same way, miss my tracker. But I found their list of phones
compatible with Fitbit and mine is not on it, even though it was working
fine up until it suddenly died around end of July or 1st of August. I was
seriously considering using their 25% offer but no point if it won't work
with my phone. Now I am trying to find out which Samsung fitness tracker
might work with my phone but it's hard to get through to them too!

--
Judy

[Krisbr5]

This is a software update issue, I am hoping that if enough people report it and cause a stir that maybe Fitbit will fix it. I have a feeling that they are trying to get all of us that were on this model into a newer, more expensive model. There is no way that everyone in this thread had an issue at the same time for it not to be caused by a software update. 

[Krisbr5]

This is a software update issue, I am hoping that if enough people report it and cause a stir that maybe Fitbit will fix it. I have a feeling that they are trying to get all of us that were on this model into a newer, more expensive model. There is no way that everyone in this thread had an issue at the same time for it not to be caused by a software update.