Alta HR Cracked Screen

[AM777]

Is it possible to get a replacement screen for the Alta HR or get it repaired?  Mine has a crack running from top to bottom although I have not knocked it against anything or dropped it.  I'm really disappointed as it is less than 2 years old. 

[Familygal]

Well, I guess it depends. Mine was less than 2 yrs but I can get a discount on a new purchase. 

[phoebe70]

You're lucky, AM777!  My Alta screen cracked recently too, horizontally (not top to bottom like others have had).  I am very careful with my Alta so I'm not sure how this could have happened.  Regardless, I did an online chat and was told that my Alta is out of the warranty.  It's 1 year, 9 months old, so not much older than yours. I was offered a 25% discount on another Alta HR since I'm a "long time member of the Fitbit family."  Big deal!  Amazon sells them for $79.99 and Fitbit sells them for $129.95.  That 25% discount is insulting.  I've been a Fitbit customer for 10 years.  Can't believe their cruddy customer service.  Probably switching to another company other than Fitbit after this. 

[Familygal]

You can "upgrade" to the plastic slightly larger Inspire HR for less. Still need to find a screen protector or shield to stop moisture from getting in if keeping alta hr.Sent from my Verizon, Samsung Galaxy smartphone

[ashleym42]

Unfortunately I have the same situation. My Fitbit Alta HR (which I really loved) now has a broken/scratched screen 😞 how did you contact Fitbit? Do you think they would be able to help me? I know the model is older now but it was super great for me and I really liked it (before it broke)

[Familygal]

I picked contact us and online chat. After validation of account, offered a one time discount.Sent from my Verizon, Samsung Galaxy smartphone

[DavideFitbit]

Welcome to the Community forums, to all the new users.

@Familygal, thank you for your feedback and for confirming that you already got in touch with the Customer Support team and that you were able to receive a discount.  

Thank you for your feedback about this @phoebe70,  it is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase. 

Thank you for sharing this information @ashleym42, I'm sorry to see that you've experienced this same problem. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Keep me posted on the outcome. 

[phoebe70]

David, I'm confused about your response.  You state that Fitbit must adhere to warranty policies, but for AM777 his/her Alta was 6 months past the warranty and Fitbit gave him/her a new one, free of charge.  A little consistency would be nice!

[DavideFitbit]

Thank you for your reply @phoebe70, it's possible the Support team will provide exceptions in some cases, but every case is evaluated individually and we wouldn't be able to confirm that this would apply to all users. We do know however, that for the vast majority of cases, the official warranty policy would be reinforced. 

Thank you for sharing for your feedback and comments about this. 

Let me know if you have further questions. 

[redroz1e]

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@rarahblack wrote:

I just had the same problem.  Mine cracked whilst I was sunbathing on holiday.  They agreed to replace the fitbit for me free of charge (I contacted them via online chat)

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Mine has done exactly the same. I’m on holiday in Tenerife and not sure how long it’s going to last now 🙁

[DavideFitbit]

Thank you for sharing this information about what you've been experiencing @redroz1e. I've proceeded to send your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Keep me posted on the outcome. 

[redroz1e]

They contacted me following my reply to you and it sounded promising however after giving them all the information requested all they have offered is a 25% discount on another one! If this is a widespread fault then surely the Fitbit should be replaced? After all, there are other brands out there that hopefully stand up to having nothing done to them apart from being in the sunshine. I’m planning on doing some research. 

[DavideFitbit]

Hello @redroz1e, thank you for your reply. 

I'm sorry to see that it wasn't possible to receive a replacement device, I'm aware they evaluate each case individually, but they do adhere to the official warranty policy. 

Thank you for all your comments and feedback about the quality of the device. 

Let me know if you have further questions. 

[Super_c]

Have had my Alta since July 2017. The strap went in under 6 months, but at under 2.5 years old, I also looked down one day after spending very little time in the sun and had a crack lengthways down my screen with no impact. In fact, I've not worked out much at all this year as I had cared for my ill father. Everything else works well and I just want to repair it. What are the options nowadays? Used to have a Garmin - screen survived years but the strap went at that time and was one I couldn't replace <sigh!>

[redroz1e]

Screens cracking in the sun seems to be a common fault with Fitbit I’m afraid and unless it’s still under warranty there’s nothing you can do. As far as I know there is no way of repairing it and as Fitbit don’t acknowledge that it’s a problem you will just have to purchase a new one. Sorry 😐 

[Super_c]

So changing back to Garmin or Polar, I guess? Anyone else considering this?
It may not even have been a harsh sun. I just changed hemisphere's for a
few months so know there has been more sun at times.

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Als je niet kunt delen kun je niet vermenigvuldigen.

[redroz1e]

If you were happy with your previous one I’d switch back given the choice. Shame  as I really liked my Fitbit but if you can’t wear them in the sun ....

[Speck2]

My screen cracked across the bottom awhile back. It was still working for a few weeks but now all it does is flash through each settings non-stop. 

[Familygal]

Mine was right down the middle horizontally. I found a replacement same rose gold and purchased. My husband has same model, black Alta HR purchased before mine and no problems.Sent from my Verizon, Samsung Galaxy smartphone

[redroz1e]

Mine cracked vertically down the middle and to be fair continues to work. 

[Miss-S]

Hi Davide,

My Fitbit HR Alta is now 18 months old - the screen also cracked straight through top to bottom.

Can you please also send my details through to the correct channels? I am really happy with this Fitbit otherwise but now cannot see some of the info on my screen.

Your assistance is greatly appreciated.