New Charge 3 won't update

[Kaurissalee714]

Hi 

I just received a replacement charge 3 since my last one failed when the screen stopped turning on. 
Now I have received the replacement and am trying to connect it for the very first time but can’t. It tells me it requires an update before I can use it so that’s fine, I go ahead with downloading the update. It gets to 100% and then tells me update failed. I’ve tried turning Bluetooth off and on both phone and charge3. I’ve tried 8 second hold on charge 3 until smiley face. I’ve tried both wifi and data. I have tried adding as a new device as well as replacing from my old one within app. Every few seconds the device vibrates and an exclamation mark appears on the screen. Then it goes back to set up screen and keeps cycling through this continuously until app says update failed. Do I have another dud? 😞 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Kaurissalee714, it's nice to see you around the Community Forums. I'm sorry to hear that your new Charge 3 won't update. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I've seen you got in touch with our Support Team regarding this issue and they already helped you.