Black screen and green lights won't turn off

[Stratton1004]

Fitbit was fully charged the night before. The battery drains within a day. Today the screen went black. App said it was dead but the HR lights were solid green and wouldn’t turn off. 

Moderator edit: subject for clarity

[AdrienneP]

I want to keep mine as I bought 6 different coloured bands!

Sent from my iPhone

[judyb65]

LOL, I get that!  I hope yours continues to stay alive.  Mine won't even charge now, so this morning it officially went into the trash bin.  My love affair with Fitbit is over!

[AdrienneP]

😫

Sent from my iPhone

[Michelle0212]

Same version, same problem! Green light is on but screen is black! Had mine early this year...sad 😞

[LiliyaFitbit]

Hi everybody, thank you for your updates in this thread. I am sorry for the delayed response. 

I appreciate the time that each of you took to share your experience and feedback. Thank you for the efforts to resolve this and providing your solutions and suggestions. If you've tried already the troubleshooting tips in this thread and continue experiencing difficulties, please let me know and I will be glad to follow up. Thanks to the ones who contacted our Support team regarding this matter and received assistance.

I'll be around. 

[dic_57]

hi LiliyaFitbit,

Thanks for your offer to help. I’ve already contacted support and they said they won’t help me other than offering a 25% discount on a new Fitbit. But as you can no doubt appreciate, I’m not willing to spend another $150+ on a product I can’t rely on.

Since you’ve offered to help, can you please arrange to have my faulty Alta HR replaced? I appreciate your help.

[Mike115]

I second that suggestion.   Since this seems to be a product defect,  the proper way to handle this situation is to provide a replacement.   A 25% discount is about the same amount I would save during a Fitbit sale.    

Please arrange for a replacement Alta HR.   Thank you!  

[molowry]

I've tried the steps multiple times and the issues has not been resolved. I agree with the others that a 25% discount on a new one is insufficient a resolution. The discount is insignificant for a faulty product with a history of unreliability, especially when the price is over a hundred dollars. This problem is clearly not a one off and the best business practice, besides actually fixing the problem, should be to replace the item and ensure the customer the problem has been resolved, otherwise the message given is that the bottom line isn't the customers satisfaction but the acquisition of their dollars. Should you acquire the satisfaction and loyalty of the customer, you shall acquire their dollars. 

[judyb65]

I agree completely.  I will not spend another penny on Fitbit as this is my second Alta to die on me.  Furthermore, I will discourage others from purchasing Fitbits in the future.

[judyb65]

I have tried all the steps and mine is completely dead now, so I am following up with you.  A 25% discount does not interest me.  After having 2 Fitbit Alta's die on me, I won't buy another.

[cnfrierson723]

This is the thing I’m having a problem with. Fitbit continues to bypass the many complaints about their products with no response. Oh just that they know it’s faulty and we can give a 25% discount. I’ve had 3 Fitbit’s myself and they have all malfunctioned. Why is that? I’m told from calling customer care that they were all defective and out of warranty and I can receive a 25% discount?? This makes no sense and the company should truly be ashamed for even offering that to customers.. I will never buy another Fitbit product. I will much rather purchase something that has a better warranty and with no defective issues. 

[dic_57]

Hi Liliya FitBit, are you there?

You said you’d be around and you would be glad to follow up. There are quite a few people who have responded and would like you to do that.

[LiliyaFitbit]

Hello everyone. Thank you for your updates in this thread. I am sorry for the delayed response. 

@Mike115 @molowry @judyb65 I appreciate your feedback and the additional details. Since the steps you tried didn't work, I've gone ahead and escalated your cases to our Support team, for them to assist you further and review your warranty options. You will receive emails from them soon.

@dic_57 @cnfrierson723 thank you for sharing that you've been in touch with our Support team. I am sure they tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I suggest to keep communication open with our team if you have any additional questions about the resolution, since they have already all the details and special tools to continue assisting you. 

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

[cnfrierson723]

Unfortunately your responses are the exact same all time. A complete refusal to acknowledge the facts! There are too many consumers here complaining of the same thing so it’s not an isolated problem. I will complain about this product on every avenue and will also discourage other consumers from buying any product by Fitbit. Stop with the reply’s of please keep working with Fitbit?? After spending hundreds of dollars on a product that is deemed defective by the company is absolutely poor business practice.  Fitbit doesn’t acknowledge anything but would like to feel as if they have rectified the problem by giving you a 25% discount which isn’t even a fraction of the cost of the product. Make consumers whole by owning up to the defects. Holding Fitbit accountable will light fire under your butts to actually do something other than a mediocre response or gifting consumers 25%. That’s not satisfaction in even the least bit!!

[LiliyaFitbit]

Thank you for your replies, @dic_57 @cnfrierson723 @judyb65. 

@judyb65 I am glad to hear that our Support team took care of your case and you'll receive a replacement. Thank you for your time and feedback. 

@dic_57 @cnfrierson723 I understand how you are feeling, however, we as any other company have policies to follow through. While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently. I appreciate your understanding. 

I'll be around if you need further assistance.

[dic_57]

Hi @LiliyaFitbit 

If you must enforce warranty consistently, why did Fitbit replace the Alta HR for @judyb65 when it was out of warranty?

I do understand that you have policies, but your policies should take into consideration an appropriate response when your product malfunctions for multiple users, and it is obvious that it is a flaw in either your hardware or firmware. This is a much bigger issue than a few product failures from “wear and tear” or misuse.

Fitbit continues to turn a blind eye to this issue and refuses to acknowledge that you have a responsibility to make this right. You can only pretend the problem doesn’t exist for so long, though. As word spreads about your poor treatment of your customers you will see a decline in sales (if you haven’t already).

Speaking of word spreading, you should take a look at your rating on Trustpilot. There are 1,684 reviews, and 72% give Fitbit 1 star. That’s only because you can’t give a “no star” review.

I encourage others on this forum to post their review on Trustpilot. I'd post the link here, but Fitbit won't let me. Just do a search for Trustpilot and Fitbit.

[dic_57]

Dear Fitbit community,

I advise you to avoid mentioning competitor's products on the Fitbit forum. I was advised tonight that a post of mine had been removed as inflammatory and/or hostile. The post in question simply said that when Fitbit refused to replace my Alta HR, I bought a competitor's fitness tracker and I'm very happy with it.

[Cloud9mn]

Interesting. My post about buying a competing product is still up...

[hlove]

I’ve been had this same problem happen to me. I had to contact support because I couldn’t be find the answer anywhere else. Your Fitbit just needs a simple reset and if it keeps becoming a problem then the next step isn’t to  contact support. I finally found this article that explains how to fix such a minor problem and now it works great!(: I hope this helps!

If you experience any of the following issues, restart your device:

• Won't sync
• Won't respond to button presses, taps, or swipes
• Charged but doesn't turn on
• Won't track your steps or other stats

Restarting your device turns it off and on without deleting any activity data.

1. Plug your charging cable into a USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your tracker will begin charging
3. Press the button on your charging cable 3 times within a few seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
4. Unplug your tracker from the charging cable.

5. Your tracker should now work normally. If your tracker still doesn't work after a restart, contact Customer Support.

[molowry]

I think you've missed the point of most of this thread. A majority of us here have tried those very steps numerous times, with no success. That is why we are in this thread and that is why we contacted customer support. Those steps did not solve anything.