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Feedback about Alta HR charging cable

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‎04-18-2020 11:07 - last edited on ‎08-20-2020 19:37 by Fitbit Moderator

‎04-18-2020 11:07 - last edited on ‎08-20-2020 19:37 by Fitbit Moderator

I've had a FitBit for 3.5 years, and have been using my Alta HR for under 1.5 years (I received it as a gift in December 2018, 16 months ago). My charger stopped working in early April 2020, so I had to order a new one because it was outside the 1 year warranty. Order was placed April 6th, 2020 directly from the FitBit website (this is not a third party charger) and the new charger was received April 8th, 2020. Today is April 18th, 2020, 10 days later.

 

I have had my new Alta HR charger for 10 days and have used it once before today (today is my second time using it) and it is already broken the same way my previous charger broke. The wires inside the charging cord malfunction at the points where the cord meets the part that plugs into the USB port in the wall charger (not sold with the cord) and where the cord meets the clips, making the charger barely function and only perform that bare functioning when placed in specific and odd positions (doesn't work in all other positions). In the last 10 days, the charger was plugged into an extension cord via a wall charger, used to charge my Alta HR, then carefully unplugged and placed in a safe and secure location. The fact that this brand new charger is displaying the same "symptoms" as my old charger despite being stationary for 99.99% of it's time in my place of residence shows that this is a severe design flaw in the charger and cord itself. I am honestly expecting to be dealing with customer service once or twice a month from here on out because the chargers clearly do not last longer than one charge.

 

FitBit needs to reevaluate their design for the Alta HR charger and figure out why the wires inside the cord get twisted and damaged by literally doing nothing but using it as instructed. I wish I could leave this review on the actual product itself, but apparently Fitbit doesn't display or allow reviews of their products. I wonder why... 

 

Moderator edit: Subject for clarity 

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‎04-20-2020 12:28 - edited ‎04-20-2020 12:29

‎04-20-2020 12:28 - edited ‎04-20-2020 12:29

Hi @Riverspirit86, welcome to the Community Forums! Sorry for the delay in responding.

 

Thanks for taking the time to share your thoughts and personal experience with the charging cable of your Alta HR, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

  

Let me know if you have any additional questions, I'll be around.

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