Feedback about firmware update process

[kimTesta]

Wow! Just received my new Inspire (yesterday) and have not been able to get it Set UP!

I have tried this process umpteen times now, and each time it gets stuck at the same point.

To start with, I installed the app on my Xiaomi Redmi 9 and logged into my Fitbit account. I deleted any devices on my Fitbit account.

I plugged the Inspire charging cord into a USB port and attached it to the Inspire to charge. It is currently at 100% and showing the Fitbit logo with the message, "www.fitbit.com/setup" continually scrolling across the display whenever I wake up it with the button.

About 50 times, I have restarted the device by pressing the button long enough for the display to go off (about 10 secs), and then let go and observed the smile on the display and the slight vibration before it returns to the Fitbit logo with the scrolling message, "www.fitbit.com/setup."

Next I open the app on my phone and hit the "+" to set up a new fitbit device. It leads me through turning on blue tooth and authorizing location services for the app, finally finding the deice and having me enter the four digits  on the Inspire display. Next it says let's update to the latest firmware.

I have reached this point many times now. It starts "Downloading ..." and showing 0%, which then begins to change. Each time I have stopped it after leaving it seemingly frozen for well over half an hour after it stopped increasing. So far, the furthest I have seen it gotten to has been 5%. That was ten times ago, The latest attempt stopped at 3% and has remained there for the duration of typing this message (upwards of twenty minutes and counting). 

As my partner, a software developer, says, "what kind of poorly architected software is this?" My lord! How many times must I go thru this process, only to see it stop at 3% ?!?

Unless I get some real assistance from Fitbit, and it had better be right here in this forum where everyone can see it, I am going to return this crappy device. No need to keep torturing ourselves here,

Moderator Edit: Clarified subject

[RicardoFitbit · Accepted solution]

Hi @kimTesta, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, 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.