Alta keeps shutting down randomly

[LoBerg]

I have attempted to find a solution to a problem I have seen posted on various forums. My Alta keeps shutting off randomly even with a full charge. I have tried all the options given by various people and Fitbit support members. The  reset doesn’t work. Has anyone found a solution that really works? Carrying around the charging cable to get it to turn back on isn’t a solution to the problem, it defeats the purpose of the device. I can’t believe a device would just quit after a couple years that doesn’t have any damage to it. It’s very disappointing to not have a solution to this issue as these devices aren’t cheap. Are there updates, or any other remedy to the concern? Maybe a refund or discounted upgrade to a better device? So far I haven’t found a solution to this problem and it appears a large number of people are in the same boat.

[Lizajane17]

I find this insulting that I was offered a 25% discount.  Apparently I am not that valued of a customer.  

Hello Lisa,

Thank you for getting back to us with the information that we have requested.

We wish to inform you that we have verified that your Alta is beyond Fitbit's limited warranty which starts from the date of purchase. If you have any questions, or would like to clarify some information about our warranty policy, you may visit this link.

Although this is the case and your Alta falls outside the scope of Fitbit's warranty terms, we value you as a customer and we'd like to keep you in the Fitbit family to continue reaching your fitness goals. We’ll be happy to provide you with a discount.

You can take advantage of the following benefits if you purchase a tracker directly from our Fitbit store:

• 40% discount towards Versa Lite Edition in Marina Blue and Mulberry.
• 25% discount towards the following: Ionic, Alta HR, Charge 3, Versa series, Inspire, Inspire HR.
• Money back guarantee within 45 days from the date of purchase.
• A new Fitbit warranty cycle.

Note that the discount is non stackable with the discount promotions that we have on our online Fitbit Store as well as with Ace, Ace 2, Aria Air, Flyer, Versa 2, and Versa 2 Special Edition.

The discount email will be sent in a separate email and will include a link you can click at any time in the next 30 days to shop at our online store. Note that the discount is automatically applied at the checkout.

We look forward to getting you back on track. Should you have any questions regarding our offer, don't hesitate to get back in touch with us.

Sincerely,

Shanne and the Fitbit Team

[AlejandraFitbit]

Hello guys, I hope you are doing fine.

I am sorry for the delay in respond, I understand how are you feeling and appreciate all the efforts in trying to fix this turning on issue. @Lee.R, thanks for the input.

@dunnster, @weatherdt and @Amber_Barrett, I've gone ahead and escalated your cases to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

@SunsetRunner, have you tried to restart your device? If you haven't, I recommend restarting it by following the instructions provided in the article: How do I restart my Fitbit device?.

@Yukid, @Bccdny and @Lizajane17, upon checking with our support team, I was told that you have already contacted them or that a case was opened on your behalf. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

If you want to know more about our warranty, please click here.

Let me know if you need anything else. 

[LilyTrinh]

Hi my Fitbit is doing the same thing and it’s very annoying.  Can someone shed light on how this can be resolvdd

[Lizajane17]

They offered a whopping 25% or 40% off a much more expensive item. Instead of just replacing the defective Alta.Sent from my Verizon, Samsung Galaxy smartphone

[carashores]

How did you get them to offer that? They haven't offered me anything.

[Lizajane17]

Go to the post that has the admin for fitbitSent from my Verizon, Samsung Galaxy smartphone

[carashores]

Which post is that?  

[dunnster]

Hi @AlejandraFitbit 

and thanks for escalating my case to support and they indeed did come back to me on the 3rd of October asking which country I'm in and where I bought the Alta from. I responded the same day but since then the support team has gone quiet so I no longer know if my case is an active one or I've been abandoned.

A casual glance through the Alta forum reveals that there are many people suffering from the same issue, can you or someone in support tell us whether or not there's going to be a fix made available or we need to consign our Alta's to the trash?

Thanks in advance Alejandra.

Simon

[Lizajane17]

They are unwilling to replace and make things right. They offered a discount to buy a new one.  No thanks, this is my third one and obviously they don't care enough about me as a customer.  I'm done with Fitbit!Sent from my Verizon, Samsung Galaxy smartphone

[coopycoop8]

@LoBerg this is my exact problem. What was the solution?

[Lucak]

I have the same problem and have reset it several times. Works for a few hours and then back to the problem. I would love to know what is happening as I used my fitbit all the time. 

[Whistlerski]

This is my second alta. The first one was replaced by Fitbit after there was no solution of this problem - turning off when still well over 50 percent charged. Now after less than a year my second one is doing the same thing. Even worse, turns off when I take it off to shower or wash dishes. This is crazy and so disappointing. I will probably just throw it in the garbage. 

[NanuS]

I am having this same issue. Mostly when I take it off of my wrist for a bit. It just shuts off. When I put it on the charger, sometimes it doesn't charge, but keeps the battery charging indicator on after I take it off the charger. I am very frustrated and likely will never buy a Fitbit again. It is less than a year old. I have tried many times to reset, but it doesn't make a difference.