Alta HR is cycling through the displays

[Bazza383]

my Fitbit is about a year old.  it started cycling through all of the displays I have setup and won't respond to my taps.  I've tried charging and resetting the device but it keeps doing the same thing.  because it is cycling the charge gets depleted in about 4 hours.  any way to fix this problem?  thanks

Moderator edit: updated subject for clarity

[timlarue]

I was told the same thing.  Horrible customer service.  I have been with them for years and purchased products for my family.  They do an app update and it breaks?!?!  Really!  That’s on them!  I am looking for other providers too.  

[333Hiker]

My Fit Bit is ALSO cycling through the displays. i have already tried re-setting it by pressing the button on the charging cord (3 times) NOTHING!

[janehartley1]

If it is less than 2 years old it should be in warranty. I had exactly the same issue last month and they replaced mine.

[333Hiker]

I called them, and they replaced mine, too! (Also under warranty)

[Lukecoyne]

Mine is just out of the 2 years. I was told I needed to buy a new one. 

1. These should be able to last more than 2 years.

2. This seems to be a VERY common problem. 

3. If this is what Fitbit considers quality and customer support, I'll buy a better brand. 

[333Hiker]

Fortunately, Fit Bit's replacement policy is decent because i have had to
exchange at least 3 Fit Bits.
Try taking the FB back to the store where it was purchased. No one has ever
requested a purchase date for warranty issues!

[Lukecoyne]

Needing to get 3 replacements shows how bad the quality is. 

[LiliyaFitbit]

Welcome to the forums @Lukecoyne and @333Hiker. It's nice to see you around @janehartley1 and @timlarue. I am sorry for the delayed response. 

@Lukecoyne and @timlarue I appreciate your efforts to resolve the issue and sharing your experience with Customer Support. I am sure they tried to help you in the best possible manner, each case is reviewed individually and the troubleshooting and a solution that's being provided is based on the Fitbit Warranty. I understand how you are feeling as you've invested in the Fitbit Family; however, we as any other company have policies to follow through. While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently. Thank you for your feedback, we're constantly working on improving our devices and user experiences.

@janehartley1 thank you for joining the conversation, I am glad to hear you've contacted Customer Support and received a replacement tracker. Warranty period depends on the region, you can take a look at this page for more information about the warranty policy.

@333Hiker I appreciate your participation in the Forums and sharing your experience with your tracker and Customer Support. I appreciate your efforts to resolve the issue. I am glad to hear you got in touch with our Support Team and now you'll receive a replacement! I appreciate your time and feedback. 

Feel free to reach out if you have any other questions.

[Tipan]

My Fitbit Alta HR has also been cycling thru screens.  It is less than a year old.  I expected more for a product for which I payed almost $100.  

[LiliyaFitbit]

Welcome to the Fitbit Community@Tipan.

Thank you for joining the conversation and sharing the issue you're experiencing with your Alta HR cycling through screens. I totally understand how you are feeling and would like to confirm if you've tried to restart your device: How do I restart my Fitbit device?

Please keep me posted. 

[rwebel]

I did contact support and was not pleased with their answer....my fitbit must be broke. Clearly this is a problem with your update and the company is not standing behind it's product with acceptable customer service.  Other services are looking better and better.  I think you should stand behind your product and replace those that are affected by this "upgrade".  At least Apple stands behinds their products....time to switch.  I will NOT be purchasing another fitbit product. As you can see by this forum, this isn't just a fluke happening to a few. You should be ashamed of they way you are treating people who spend their hard earned money on your products that can't even take an upgrade.

[Jlclarke]

I have the same problem from this morning.  How do I resolve it?

[janehartley1]

I contacted them and they replaced mine.

Jane



Sent from my Samsung Galaxy smartphone.

[timlarue]

Funny thing, it all started when they did an update. It didn’t work even after resetting it.
This past week, they do another update and it now works?!?! May be ploy to have folks go out and buy another new one!?!?!?
Shady!

[gamerdork]

My Alta HR started having the same problems the night of 6/12. It has not synced since that night, and will not sync now. I let it charge for and entire day, so it now shows a full battery. However when I removed it from the charger, it does not respond at all to tapping.

I will now contact customer support, in the hopes that they will support what seems to be their problem. (Mine is out of warranty.)

[Update] - After a lengthy conversation, during which I was far more polite than in real life, their assessment was that my display is corrupted. (As of this morning, it alternates between fast-flashing through screens and losing the charge.) They said nothing about the app update being related to the flash-cycling.

I was offered a 25% discount (or 40% on the Ionic). I replied that was not generous enough, that they should better stand behind their expensive product, that I will consider the offer but will probably bu another brand, etc.... and was told they appreciate my feedback and it has been noted. I did enjoy my Alta HR while it lasted, but feel that something this expensive should last more than 26 months. Ugh.

[LiliyaFitbit]

Welcome to the Fitbit Community @Jlclarke and @gamerdork. It's nice to see you around @janehartley1 @rwebel @timlarue. I am sorry for the delayed response. 

@Jlclarke thank you for sharing your experience. Have you tried to restart your device? Please confirm that your Fitbit device and app are up-to-date. In order to update your app you can follow the steps provided here.

@janehartley1 I'm glad to hear that you received a replacement after contacting Customer Support. 

@timlarue thank you for sharing your thoughts, we're constantly working on improving our devices and user experiences. I am glad to hear your tracker is working now. 

@rwebel @gamerdork thank you for sharing your experience with your device and Customer Support. I really appreciate your feedback and time you took to let us know your frustration since this helps us to keep improving. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  

Feel free to reach out if you have any other questions.

[RainaB]

Is there a resolution? I've been having this cycling issue since May end, and my one year warranty got done in May. When I called customer care they had me reboot, and it only worked for a day before it did it again. Am hoping there is an update that fixes it.

[LiliyaFitbit]

Welcome to the Fitbit Community @RainaB. I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing your experience with your Fitbit Alta HR. Thank you for taking the time to get in touch with our Support Team and following the steps to restart your device. Since the issue persists, I've updated your case for our Support team to assist you further. You will receive an email from them soon.

If you have any questions, feel free to let me know.

[Lukecoyne]

Still not a fix. More and more people report this problem. Why is there no
fix or admission of a problem?

[LiliyaFitbit]

It's nice to see you around @Lukecoyne. I am sorry for the delayed response. 

Thank you for taking the time to share your feedback. Comments from users are always useful to continue improving the quality of our products and services.

I'll be around if you need further assistance.