Alta hot while charging

[lmendoza]

When I put my Alta to charge it started to get hot and suddenly stopped working. I have only had it a few months and follow the clean and care tips well. I have tried resetting it but anytime I put it on the charger it starts to heat up. Has this happened to anyone else? Is there any way to get this fixed or would I have to get it replaced?

Moderator edit: edited title for clarity

[ruby_faye]

I heard from support and they’ve sent an address label to send my Fitbit for diagnosis. I’ve done that. Thank you.

Sent from my iPhone

[JuanFitbit]

Hi @ruby_faye it's nice to hear back from you! Thank you for your update. I'm glad that Support helped you further. 

Please keep me posted with any new that you might have or if you have any further question. 

[ruby_faye]

I mailed my Fitbit to the address provided. How long should it take for a response? Thanks.

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[Kennaway]

Sometimes you need to give them a message. Not too long I don’t think. 7 days max x

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[Lexis0546]

On Tuesday night, my Fitbit went black. I thought perhaps it died (even though the app was showing a nearly full battery). So, I plugged my Alta into the charger- within three minutes it was burning hot!! It won't restart and I'm not sure what to do...

[Kennaway]

Send it back to Fitbit, they will replace it. 3 times this happened to my Altas.
I gave up on fit bit after 3rd one died. It’s dangerous how hot they become

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[ruby_faye]

Thank you. I did send it back.

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[ruby_faye]

Mine wouldn’t work by tapping to see time etc. when I tried to charge it, it got hot. I left a comment in the forum and Fitbit contacted asking me to send it to them. I did. Waiting to hear back.

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[LiliyaFitbit]

Hi @ruby_faye and @Kennaway , it's great to see you around! Welcome to the forums @Lexis0546 ! I am sorry for the late response. 

@ruby_faye thank you for providing the details and for letting me know that you're working with the Customer Support team. I recommend you to continue the assistance with them as they will do their best to help you. 

@Kennaway thank you for the input and for sharing your experience and feedback. We're constantly working on improving our devices and user experiences.

@Lexis0546 Thank you sharing the details of the difficulty you're experiencing with your Alta. I appreciate your efforts trying to resolve it. I've gone ahead and escalated your case to the Support team for further assistance. Please keep an eye on your inbox. 

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

[ruby_faye]

I heard from the Fitbit folks and a replacement is on its way!

Sent from my iPhone

[kmadalena]

Yay!

Sent from my iPhone

[LiliyaFitbit]

Hi @ruby_faye and @kmadalena, it's great to see you around!

@ruby_faye I am glad to hear you're working with our Support team and will be getting a replacement. 

@kmadalena thank you for the input

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Keep on visiting the forums!

[Nenamcg]

Has the alta started working again? I have the exact same issue

[rbguest59]

No, they finally replaced with a new 7nit.

Moderator edit: personal info removed

[ruby_faye]

I contacted FITB and they replaced the unit.


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[kmadalena]

Fit bit sent me a new one. Contact them.

Sent from my iPhone

[Nenamcg]

Thank you all, spoke to them today it's already in the post. Very efficient aren't they. The coordinator on the call was lovely and seemed disappointed that the product failed for me.

[LiliyaFitbit]

Welcome to the forums @Nenamcg! It's nice to see your around @rbguest59 , @ruby_faye and @kmadalena!

@Nenamcg thank you for joining the conversation. I'm glad to hear that you had a great experience with Customer Support and now you'll receive a replacement! 

@kmadalena , @ruby_faye and @rbguest59 I appreciate your participation in the Forums and sharing your experience. 

If you have the time, be sure to post in our Discussion boards. Lots of different topics to talk about with other Forum members.

I'll be around if you need further assistance.

[Kennaway]

No they replaced it.

Sent from my iPad

[g0akc]

We had the same issue with my wife's Alta.  It went blank, and got extremely hot if you tried to charge it. It was a couple of years old - but I dread to think what might have happened if we had left it charging whilst asleep or out - could have caused damage or started a fire?

I got in touch with Fitbit support via email.  We are in the UK. They sent me a return tracked shipping label to rerun it (without the band) and the charging cable.  I took it to the post office and it was back with Fitbit within a few days.  Fitbit's agent then shipped a replacement to us.  So, contact support and they will work with you.

However, the replacement Alta will not setup - we have tried and tried on different devices and accounts, checking all the regular things like Bluetooth off/on - you name it.  That's the subject of a different thread and a currently ongoing dialogue with Fitbit.