Fitbit Alta suddenly turning off

[G.Kristin]

Ever since I did the update  I've noticed my Alta all of a sudden shuts off with no warning. Every time the battery is on yellow but not dead. I get nothing on the screen and it stops syncing. I mainly use it for phone or text notifications so not having it working with no warning is a problem. I am able to restart it by plugging it in. But that option is not always available. It never did that before the update. Now I regret doing the update. 

Moderator edit: Updated title for clarity

[VFRdilbert]

Long answer- Sympathy and a 25% discount on a new Fitbit.

Short answer- no.

[Urbanna]

They should be pulling all Fitbit Altas from store shelves. Imagine all of the Christmas disappointment...

I think Fitbit is hoping we will all switch to a more expensive model. Not me!

[Padmagirison]

Alta should be withdrawn my Alta dies not display time or other activities,but stays synchronised with my phone . once it stops for good will Chuck it out,will go for mi band 

[RisaCay]

I got my discount code today. I will not be buying another fitbit anytime soon. 😞 

I will be buying a Motiv Ring, I'm pretty excited. I'll be able to wear all my watches and bracelets without the extra bulk!!! 

[MrShift-4]

Just thought I would add my name to the list of people having the same/similar problem.

Been happening since about August. Battery charge only lasts 2 days. Used to last 5. No warning that it will die. I never see my battery level get to red when I sync. Goes from yellow to dead. My guess is once it gets to about 60% life it dies. 

I bought the device in March. There is no reason why it should be failing like this only 5 months after purchase.

[Dmj2810]

@MrShift-4 I'd contact Customer Services direct, at only 5 months old you've surely got to provide you with a direct replacement?

[MrShift-4]

I will have to try that!

[denamo]

I was so hoping that Fitbit would really do the right thing for their customers and acknowledge the Alta has a terrible flaw making it become inoperable.  This thread continues to grow as does Fitbit's silence to the problem.  Giving a discount to buy another when others are buying brand new ones and experiencing the same problem should be a wake up call to Fitbit.  But, they have our money, so no need to do anything.

[Snowytoes13]

They agreed to replace mine but guess what ......it doesn't work either !!! exactly the same fault after two days of having it. 

They have said they 'are facing with a damaged tracker" However they are now refusing to replace their damaged replacement !!

All is not lost they tell me. They are kindly offering their 25% discount to waste a bit more of my money on another product.

[G.Kristin]

It was probably a refurbished crap one. I'm so sorry. This sux for you. 

Sent from Yahoo Mail on Android

[YojanaFitbit]

Hi everybody, I hope you are doing great and enjoying some healthy activities.

We're glad to see you around, thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

One more thing to mention is that you can always read the Returns and Warranty policies from Fitbit so you can have a better understanding of the response they provided you. If you have additional questions in regards of your options, please feel free to contact them back to get more information about it. Fitbit as any other company have policies to follow through.  And while customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.  

If you don't have the details about your warranty options, please let me know, so I can give you a hand with that. 

I'll be around in case that you have additional questions and thanks again for your participation in the community!

[SunsetRunner]

mine is the same i had a 14 pound one and iam sorry i got the fitbit now as i use the old 14 pound one and just dont know how to get help from fitbit dont know why they have a good name wouldnt think of buying any of there trackers

iam sorry i got one as i have gone back to my 14 pound one much more reliable ..   

Moderator edit: Merged replies

[Snowytoes13]

HI @FerdinandFitbit

Whilst I understand about warranties and policies - I think there is a legal consumer requirement that a product be fit for purpose and last a reasonable amount of time. Additionally, it is surely not ethical to continue marketing and replacing a product that seems to have a widespread defect - has anything come back to you about solving this issue ?

Clearly , there is a common issue amongst all these posts and a similar if not identical  fault, which is unacceptable. In my case, I have had to write lots of emails,  spend time with on line chat, take photos, record videos, post things back and all because I just want a product that works! I am now onto my fourth replacement  and Fitbit dont seem to mind that they cant replace my faulty device with one that works.

If this was a one off fault and I was the only person on here with this issue, maybe it would be my bad luck and I would have to accept that the device failed. However, that is not the case and Fitbit should really respond to what is going on instead of the generic responses that they use when communicating with customers who have wasted money on a device that they know is having problems.

[FionaMed]

Here, here!  Fitbit should be ashamed of themselves, but alas they have no shame, simply greed.  My device needs replacing as I can no longer stand the intermittent and or idiosyncratic workings.  Will I be entrusting any more of my hard earned cash with Fitbit - absolutely not!

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@Snowytoes13 wrote:

HI @FerdinandFitbit

Whilst I understand about warranties and policies - I think there is a legal consumer requirement that a product be fit for purpose and last a reasonable amount of time. Additionally, it is surely not ethical to continue marketing and replacing a product that seems to have a widespread defect - has anything come back to you about solving this issue ?

Clearly , there is a common issue amongst all these posts and a similar if not identical  fault, which is unacceptable. In my case, I have had to write lots of emails,  spend time with on line chat, take photos, record videos, post things back and all because I just want a product that works! I am now onto my fourth replacement  and Fitbit dont seem to mind that they cant replace my faulty device with one that works.

If this was a one off fault and I was the only person on here with this issue, maybe it would be my bad luck and I would have to accept that the device failed. However, that is not the case and Fitbit should really respond to what is going on instead of the generic responses that they use when communicating with customers who have wasted money on a device that they know is having problems.

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with Fitbit - absolutely not!

[Delwyn]

My Alta is also stopping with no notice (and when there is still plenty of battery life). It is only 2 months old! I have observed that it stops when I weigh myself on the Aria scales but it also randomly stops at other times during the day. Does anyone know how to fix it? Thanks

[G.Kristin]

At 2 months, you should contact them. You will probably get a reconditioned unit which sucks though. Most of us on this thread had our issue just past the year. Mine was at 14 months. They won't even deal with us. So freaking irritating. 

Sent from Yahoo Mail on Android

[Sravs]

I'm having the exact same problem. When I keep it for charging, it shows 3/4th way up, but the minute I take it off, it still shows charging even though it has been off the charger, and then no display, even after tapping it multiple times.

[G.Kristin]

Ok, I broke down and bought an alta HR. It was cheaper to use my discount at kohls plus kohls cash than their 25% off I was offered. Anyway,  once I got it set up, I noticed something in the guide. It says to only charge it via the USB port on a computer and not to use a phone charger plug or a charging hub. The info was hard to find. I'm wondering if we all overcharged and fried our batteries. I found toward the end that when I plugged it in and got it to vibrate that I got a few days out of it vs when I plugged it in and got nothing. I'm also thinking of buying a new charger for my old one and seeing if maybe that got burned out by having to much power going through it. It was in small print so they are probably hoping people dont see it and fry the battery. 

Sent from Yahoo Mail on Android

[Padmagirison]

If that is the cause for the failure of Alta why fitbit is not advising the
customers to charge only using a laptop

[denamo]

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@G.Kristin wrote:
Ok, I broke down and bought an alta HR. It was cheaper to use my discount at kohls plus kohls cash than their 25% off I was offered. Anyway,  once I got it set up, I noticed something in the guide. It says to only charge it via the USB port on a computer and not to use a phone charger plug or a charging hub. The info was hard to find. I'm wondering if we all overcharged and fried our batteries. I found toward the end that when I plugged it in and got it to vibrate that I got a few days out of it vs when I plugged it in and got nothing. I'm also thinking of buying a new charger for my old one and seeing if maybe that got burned out by having to much power going through it. It was in small print so they are probably hoping people dont see it and fry the battery. 

Sent from Yahoo Mail on Android

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Here is what is in my manual for the original Alta: Plug your charging cable into the USB port on your computer or a UL-certified USB wall charger. 

While the instructions you quote are specific about a phone charger or charging hub, the previous versions were not.  Again, I sound like a broken record.  If Fitbit knows this is a common problem, then why not make it well known.  Put it boldly in the instructions or include a UL-certified USB wall charger with their products.  

Also the fried batteries theory just doesn't make sense.  This should have happened early on rather than almost on command at 1.5 - 2 years of ownership, everyone who has posted here is having the same problem.  

I recently know someone who bought one a brand new one and out of the box they couldn't get it to work.  Called tech support who told them to take it back.

This is a flawed product. I've not heard this happening to other brands. I've moved on to another brand and have been extremely happy.  If my Fitbit would work, I would use it.  Won't hold my breath. Think it's a ploy on Fitbit's part to get consumers to pony up more cash. No thank you!!!