Brand new Alta goes black when disconnected from charger

[Jeanieweanie]

This is the 2nd Alta I have bought my husband.   The first one I had to return because when it was disconnected from the charger it would just go black.     Now this one is doing the same.     It shows a fully charged batter.      Help please!     I have tried all the troubleshooting tips I could find.

[DavideFitbit]

Hi everyone, sorry for the late response. 

No problem @sansbell! 

Thank you for confirming that you'll be receiving a replacement soon @Jeanieweanie and @LGCALTA. 

Welcome to the Community @Anna.hogan, thank you for sharing this information about your Alta that is turning off constantly. 

I've gone ahead and sent your information to the Customer Support team as well for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know about te outcome. 

[sansbell]

Thank you!

Yes it’s fully charged but when I go to west it, it goes black and will not sync!

Thank you!

Sandra Bell

Sent from my iPhone

[Jeanieweanie]

Fitbit sent me a new one today. It took awhile to figure out it was not
an Alta but an Alta charge. I got it setup and it appears it is going to
work. Fortunately I have a Fitbit Alta charge so I had the right
charging cable. This has been quite the journey!

[Andibaikie]

The same is happening with mine, it is showing a full battery, but as soon as I disconnect from the charger, the screen is black.

Can you advise me?)

[Jeanieweanie]

I contacted Fitbit and they sent me a replacement. When I received it I
figured out it wasn’t an alta but an Alta charge. Fortunately I have
an Alta charge so I had the right charging cable. I got it setup and
charged and it is working great for my husband!

[DavideFitbit]

Hello @sansbell, could you please confirm if you've received a response from the Customer Support team? It seems they got in touch with you, but haven't received a reply.  If you're not able to see their e-mail, please make sure to check on your spam folder as well. Keep me posted. 

That's good news @Jeanieweanie1! 

Welcome to the forums @Andibaikie, I've sent your information to the Customer Support team for further assistance with this as well, but was informed that you already have a case created or that you already got in touch with them. You should be getting a reply soon. 

Let me know about the outcome. 

[Gretchek]

I have heard from Fitbit support and have been dialoguing multiple times with them.  No resolution yet.  Thanks.

[Andibaikie]

Hi,

It charges though, and says the battery is fully charged, bit when it comes
off, the screen is blank??

Thanks for replying

[Gretchek]

Yes, this is the case.

[LGCALTA]

yes .. fit bit stated it was a battery problem and they replaced my
new one with a refurbished one.. not happy as you might guess

[Anna.hogan]

Bummer

Anna Hogan

[Gretchek]

Fitbit has decline to give me a new Fitbit as purchased 365+ days ago.  It's 3 mis later.  They have offered 40% off one model or 20% off another.  Bummed....this is obviously a known issue yet they are choosing not to replace my daughter's.  Would have thought for the money paid it would last longer than 1.3yrs.  Actually it didn't even last a yr as issue started in Apr but my daughter didn't tell me then. 

[KarenSpivey]

I am having this same issue. Please send me information on how to fix.thanks

[DavideFitbit]

Hi everyone, sorry for the late response.  

@Gretchek, I'm sorry to see that it wasn't possible to obtain a replacement. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services. 

@Andibaikie, I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. Keep us posted. 

@KarenSpivey, I've sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know if you have further questions. 

[Andibaikie]

Thanks, they have offered me 25%off a new device, as I'm out of warranty
unfortunately. Thanks so much for all your help!

[LGCALTA]

Cold, as fit bit knows this is and has been a problem.... again my
band was new and didn't work.

[Andibaikie]

Hi Karen,

Someone in the thread forwarded my details onto customer service and I went
from there. They will ask you to complete some diagnostic tests on it, but
if they don't work, and it's within the warranty period, they will replace
it. Mine was outside to two year period, so they gave me 25% off a new one.

Hope this helps x

[Jeanieweanie]

My husband’s Alta hr is working good, it must be the alta that has the
problems

[DavideFitbit]

Hi everyone, sorry for the late response. 

Thank you for sharing this update @Andibaikie, I'm sorry to see that it wasn't possible to obtain a replacement due to the warranty, but it's good to know that you've received a discount offer. 

Thank you for this information as well @Jeanieweanie.   

Let me know if you have further questions. 

[Koinzan]

Our Alta is doing the same thing. Although it’s not brand new. It only works when plugged in.  Please help! Thank you