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Alta shuts off with charged battery

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‎05-19-2020 11:57 - last edited on ‎08-20-2020 17:41 by Fitbit Moderator

‎05-19-2020 11:57 - last edited on ‎08-20-2020 17:41 by Fitbit Moderator

My Alta started shutting off randomly 4 weeks ago, but when I plugged in the charger the battery was over halfway charged. I tried restarting it many times by pressing the charger button 3 times and it hasn't helped. Now it is shutting down almost daily, and Fitbit customer service said they can only help by offering a 25% discount on a new one. This is the third one I've purchased, and I love the product. The other two I lost, so I was totally fine replacing it. However I'm really upset that this seems to be a product defect, and I can't get any further help. Has anyone else gone through this? Is there anything else you have tried other than restarting via the charger that has helped? 

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4 REPLIES 4

‎05-20-2020 02:41

‎05-20-2020 02:41

Good morning my is Evelyn my Fitbit shot down my battery doesn’t get full charger at all I have problems with my fitbit

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‎05-20-2020 04:33

‎05-20-2020 04:33

@Jewelz510 at least you have some form of resolution. I reported the same on the 3rd May and got an email on the 11th May to try a different power socket. Bought a new charger, tried same and other sockets, still a black screen and no further response from customer support. 
@fitbit if you’re going to make an inferior product, at least provide the support...you can’t cut costs on both and still expect people to remain loyal to the brand!

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‎05-20-2020 18:32

In response to Stumpysurfer

‎05-20-2020 18:32

Seriously! Now (ironically the day after I talked to customer service on the phone and then wrote a complaint) mine shut off 3x today and now won't work at all with a full battery when I take it off the charger. I'm beyond frustrated. I've worked in customer service a long time, and it takes a lot for me to complain. Especially because I have one of the cheapest ones - I don't even have HR! It's hard to see the inconsistent responses too. So many people have gotten theirs replaced with the same problem. 

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‎05-22-2020 23:58

‎05-22-2020 23:58

Experiencing exactly the same thing. My daughter, who purchased hers a long time ago is NOT having this problem. I bought mine earlier this year and have the problem. Tried the resetting multiple times. No luck. FRUSTRATING!   Mine is under warranty, so I plan on calling about it soon.

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