AltaHR stopped charging

[RobbieT6]

I have bought 2 Alta HR's and they have both stopped charging - I have spent my own money on 3 chargers for these and they charge once, then never recharge.

I contacted the customer support and it was the worst customer experience I have had in in my life. There are no clear departments, the staff do not know what to do and the hold times are a joke.

I was offered a replacement or a 50% discount. (I find the 50% discount unbelievable offensive considering I have spent over £300 on getting a working device (and am still failing).

I went for the replacement, and this does not charge with any of the 3 chargers I have, so was again a waste of time - I think I am now getting a charger sent but clearly the product design is flawed and it's not a good build.

I have tried, for 4 days to make a formal complaint over the customer service experience, the resolution options offered to me and various other points - and the responses I have had have absolutely baffled me.

I have been told I can only make a complaint by giving feedback on a feedback form or by posting it on this community forum - why should I have to publicise my complaint? It baffles me that there is no real complaint route and the highest person I can speak to on the phone is a 'supervisor' who cannot help and give awful service.

I want to upgrade my device to another model, by only paying the difference in price between the 2 - I see this as fair considering both the amount of time spent and the amount of money spent on new products.

To spend over £300 and then be told 'it doesn't work but here is 50% off!!' is just utterly offensive.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @RobbieT6  did you get authentic Fitbit charger units when you purchased them? I know there are some third party chargers that don't have the restart button on them. 

[RobbieT6]

Yes. All have the restart button and were purchased from Fitbit or were through stores that directly sell the products.

[Odyssey13]

Sorry @RobbieT6 , that was the only thing I could think of for the chargers not working. I have an Alta HR myself.

[RobbieT6]

So, the new charger turned up and the new device I was sent does not turn on. 

It vibrates when on charge, but nothing shows on the display. I have tried all troubleshooting steps.

I was told to make a complaint through this and I will hear back, still nothing.

Fitbit genuinely have the worst customer service I have ever experienced. The highest person I can speak to is a 'Supervisor' who all point me here... there is no complaint route and it honestly baffles me.

[SilviaFitbit]

@RobbieT6 Hey there. Sorry for the delayed reply. 

@Odyssey13 Thanks for your input. 

Thank you for taking the time to share your experience with our Support team. Your feedback helps us to continue improving our customer service. 

I can confirm that our Support team reviews each case individually and the option provided is based in the Fitbit Warranty. If you have any questions about the option you were given, please reply to the case that you have with them. 

Sorry to hear that they redirect you to the forums, you may want to check the Community Guidelines and our Community FAQ to learn more about this forum. 

I'll be around if you have any additional questions.