Unable to complete Charge 6 set up process

[Nonsense24]

I've had multiple Fitbits over the years, but I've never had one like the Charge 6 where it can't even get past pairing with the phone. When I called customer service twice, they asked if I did all of these things (restarted the device, turned off bluetooth, restarted the phone, etc.), which I had already done all of those things multiple times. They then explained that they're having an app issue and that the problem is not with the device or me, but with them. 

Why act like it's the customer's problem up front only to then turn around at the end and admit their fault? The moment Fitbit had these issues on Wednesday, they should have been out front with communication on what's going on and when to expect the fix. I realize it's a bad look right at the release of the Charge 6 (and they want to sell as many as they can), but it only infuriates us more when they don't communicate these issues. 

Anything working for anybody else? Or are we just supposed to wait for an undetermined day and time for our Charge 6s to actually work? I was able to re-pair my Charge 5 without any problem, so there is either something wrong with the Charge 6 device or how the app is pairing with the Charge 6.

Moderator Edit: Clarified subject

[RiekoC]

Hello @rcwchang 

It sounds like you might have a defective Charge 6. If you are still within the return window, it would best to return it to the retailer for an exchange or refund.