Alta keeps dying when fully charged

[Whatisthewifi]

Hello,

I've been having continuous issues with the Alta line of fitbits. I was gifted one just over a month ago, and within the 1st week it kept dying. 

It was fully charged and I tried resetting it. This would work as a very temporary fix, as it would die again within the next couple hours. 

Figured maybe it was just a faulty watch, so I went back to Sportcheck and exchanged it for a new Alta. Problem is, I am having the exact same issues with this new Alta as well. 

I really want to use this product, but at this point it just seems like a poorly made gadget built to die. I've read countless reports of the same problem with this device, and am hoping the Fitbit company can do something about this situation. 

I could easily go and exchange the watch again, but I dont know if its worth it if the product is just bad. 

Hope to hear from a representative. 

Thank you,

Brooke

[LizzyFitbit]

Hi @Whatisthewifi, welcome to our Community Forums! I'm sorry for the delay in my response and thanks for letting me about your experiences with the Alta.

While the Alta's battery should last up to 5 days, the battery life will also depend on how frequently you use its features. I'd suggest to charge your Alta with a USB port from a computer or a UL-certified adapter into the wall, and check our help article for tips in turning off features that you're not currently using.

Also, if you haven't done it on your new Alta, please try a restart to refresh its performance.

Instead of exchanging this device, please work with me as I'll give you a hand with your current situation.

I'll be around, so let me know the outcome.

[Kjmeyer]

I am having the same problem. About 2 weeks ago my Alta would not turn on. When I got home from work I played with it. There was 1/3 battery life left. So it wasn't empty. I had to ininstall and install the app to get it to see the tracker and that is after I had to reset the tracker. It worked till the next day, and while fully charged, it turned off and would not turn on again till I reset it. I have had this tracker since Dec 2016. I found it interesteing that there are issues with the Alta, now that it is no longer sold. 

I turned off the silent alarms during my recent break. It worked fine all break. Today, with the first silent alarm it  turned off and would not turn back on...fully charged. Tonight I can get it to work while plugged in, but it will not turn on unless it is plugged in. 

[LizzyFitbit]

Hi @Kjmeyer, welcome on board!

Thanks for sharing detailed information about your Alta's behavior, as well for trying uninstalling and reinstalling the app, restarting your device and turning off the alarms. You did a great job!

This is an unusual behavior and even though the Alta isn't longer sold, we'll continue supporting it. Just to confirm, may I know if you've tried cleaning the contacts on the tracker and charging cable with a toothbrush and rubbing alcohol? Also, make sure to check the suggestions posted here.

Let me know how it goes.

[Halenbopp]

Hello Moderators,

I am having the same issues as  @Whatisthewifi.  2 weeks ago, my Fitbit Alta HR began losing charge very quickly, not lasting more than 8 hours after giving it a full charge overnight.  I have read the provided help article and turned off features, but the battery drain is still very, very fast.

Suggestions?  Thanks in advance...

Halenbopp

[Kjmeyer]

Thanks for the reply. I did call customer service. They determined the Alta
no longer works properly. It was charging and resetting fine, so the
contacts work. The Alta works when it is plugged in, but a dead display
otherwise. I have had the Alta since Dec '16, so no warranty left on it.
They did offer a 25% off coupon a limited number of options in the store.
Even though I had a fitness tracker, the only 2 fitness trackers I could
use it on was the Charge 3 and the Alta HR (even though I was told that
model was no longer available, but it was).
Hopefully, the next Fitbit works for nearly 2.5 years.

[AbhiD]

Hi

I am also facing the same issue. 

I am using it from June 2017 and from last 1 month it goes dead on its own. When I plug it to charge, battery levels shown are 70-75%. Not sure what Fitbit has done from backend but this surely is unacceptable. 

You cannot make out-of-warranty devices die and keep the customer helpless and bound to buy a new one. Dont replicate what APPLE did with their old customers using older iPhones. You also may fall and regret it later. DONT forget that if such kind of service is provided, customer will never return to you. 

I expect someone from Fitbit to contact back and offer a solution to this problem rather than sympathizing with us. 

[LizzyFitbit]

Hi @Halenbopp and @AbhiD, it's nice to see new members around. Thanks for getting back @Kjmeyer.

@Halenbopp, thanks for checking our help article, as well for trying our suggestions. I've requested a case for you so our Support Team can give you a hand. They'll contact you via email, so make sure to check your inbox.

@AbhiD, I understand your position and appreciate you for sharing details of your device behavior. Just to confirm, have you tried the suggestions posted through this thread?

@Kjmeyer, thanks for sharing your experience with our Support Team, as well for letting me know that they brought an option to get you back on track. Our team constantly works on our devices and they'' make sure to not take your comments for granted.

[Skolich77]

Yes I have the same problem too. Says it’s 100 charged then just goes dead until I plug it into the wall and it comes back to life and shows 75 percdent charged. It’s so frustrating that we’re all having the same problem and Fitbit won’t do anything about it. The product is obviously defective! 

[AbhiD]

Yes I have followed and tried all the steps listed here and also with Fitbit support executive over phone.

This is a clear case of faulty device with so many people complaining of the same problem. Another possible reason could be that Fitbit is deliberately pushing in faulty firmware to this device as it is no longer manufactured by them. 

In either of the case, this sort of service is very disappointing and makes customer lose faith in your company and its products both.

I would appreciate if something can be done to rectify this for everyone.

[Whatisthewifi]

Hi LizzyFitbit,

I have tried all of the reset option, cleaning options, and disabling of features that I could find. Both from this forum and outside. This is clearly a greater issue.

However related to your note about features and battery life:  if a product is being advertised with all of these features, and is also being advertised to last charged for 5 days... it should be able to last 5 days charged using all of the features. Otherwise why would I initially buy the product if it comes with caveats and limitations? Sure, I would understand that of the device was older, but mine is brand new.

It's also highly concerning how many replies this has had of people having the same problem, with the same device, within the same time period. 

I definitely agree with the guy who said it seems like you guys are doing what Apple did with their old devices. 

I hope Fitbit can mend this situation and offer an alternative solution to their customers. 

[LizzyFitbit]

Hi @Skolich77, welcome to our Community. It's nice to hear from you @AbhiD and @Whatisthewifi.

@Skolich77, thanks for letting me know about your Alta behavior. I was informed by our Support Team that a case was already opened for you. I'd suggest to get in touch if you have any other concern so they can continue helping you.

@AbhiD and @Whatisthewifi, thanks a million for the troubleshooting steps that you've tried, as well for checking the suggestions posted through this thread. I see your point of view about this situation and appreciate the feedback provided. Please note that we frequently release updates for improvements and bug fixes to our customers. You can find more about this here.

@Whatisthewifi, while your device should last up to 5 days while using all the features, the battery will be affected on how frequently you use them. Notifications and having the heart rate always on instead of Auto are some factors that will affect the battery life.

[Eva_88]

Since a few days my Fitbit fails when the battery is still full. This is 1.5 years old. Today I am trying to replace it with another Alta (5 months old, never used) & this only works when it is plugged in.

[LizzyFitbit]

Hi @Eva_88, it's nice to see a new member around!

Thanks for letting me know that your old Alta dies while having charge, as well that your other Alta doesn't work unless it's plugged. Just to confirm, could you please let me know whether you've tried the suggestions posted above on both devices?

[Eva_88]

Hello,

Yes, I’ve tried the suggestions on both devices.
My old Alta works, but still not for a long time. The new Alta still does nothing when it’s unplugged.

Greetings,
Eva

Verstuurd vanaf mijn iPhone

[LizzyFitbit]

Hi @Eva_88, I'm glad to see you around.

Thanks for confirming that you've tried our suggested steps. Because they didn't work, I've gone ahead and contacted our Support Team. They'll be contacting you shortly, so make sure to check your inbox.

[Eva_88]

Thank you!

Eva

Verstuurd vanaf mijn iPhone

[AbhiD]

Hi @LizzyFitbit,

In continuation to your revert, as informed earlier, I have checked and done all troubleshooting steps and also verified that my device is updated.

You may have acknowledged mine and others who have complained about this problem. But sorry to say that acknowledgement alone wont help any of us. We came here to highlight our problems and with a hope that Fitbit would care for its existing customers. 

I, along with multiple others in this forum, would urge you and Fitbit to resolve this issue. We need not give you more proofs that this is indeed a device issue which we all are facing and hence has to be resolved from your end.

We expect to get some solution to this problem, and not only acknowledgements. 

Regards

[LizzyFitbit]

Hi @Eva_88 and @AbhiD, it's great to hear from you.

@Eva_88, you're welcome! I'm sure our Support Team will continue helping you and take care of your case.

@AbhiD, I appreciate you for taking the time to share with us your feedback and thoughts about your experience with our Fitbit products. We continue to grow and improve as we aim to provide the best fitness trackers, and your comments are greatly appreciated.

Upon checking with Support I was able to see that you have a case with them. If you'd like me, I can update your information, so you can continue working with them.

[KMUser]

From what I can tell, the most recent software update has bricked many Altas and now they only work when plugged in.

It is a bit strange that this has not been corrected yet.