Fitbit Versa will not update

[lessss]

As probably described before and probably will be described in the future, my and my mothers watch wont even get passed activation installation, tried on 2 wifis, in 2 different homes on different adresses, tried multible devices including PC(Why it wont use USB cable for internet connection is beyond me), different phones, IOS and Android. 

First activation installation gets to 10% and then just looses its connection with phone, even though i've tried isolating them inside the baththub with the router, cell and fitbit in the tub with it and put a metal-sheet over it. "Looses" connection with whatever its trying to connect to. I've had all devices static for about 6 hours now. 

I've tried hard resets, factory reset(will not FR my phone though). Deleting the versa from saved BT units on phones, removed it from my fitbit app on all devices, multiple times. 

Im sending these two loads of crap back to retailer tomorrow because it's literal crap with a display and tranciever. 

Best regards
Your costumers. 

Moderator edit: updated subject for clarity

[SunriseRun434]

Absolutely the same exact thing. 5 hrs 3 support sessions and I get. "we will send a replacement unit". Whaaaaat for a brand new devise out the box this is a piece of **** alright. 

[Odyssey13]

Hi @lessss   you trying to set up both devices at the same time? How are you trying to set up - computer or smartphone and which platform ? 

[lessss]

Well right now with ios, earlier with android both smartphones and I've also tried PC. 

[Odyssey13]

is it on the list of compatible devices? click to see @lessss  and try one device at a time and place the other one at least 25 to 30 feet away from the one you're setting up. The more we know, the better to help you. 

[wirrallin]

I have tried since last night to setup my versa special edition, have tried bluetooth and wifi.  I am at a loss now, think it going back to amazon in the morning

[Odyssey13]

Hi @wirrallin   you can always get directly with support and see if they can get you going. Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[Odyssey13]

@SunriseRun434  hello. You getting your replacement?

[wirrallin]

thank you but i think its going back, just been reading all the issues and sorry i bothered to buy it

[wirrallin]

No not asking for replacement, paying that amount of money and it doesn't work!! so annoying

[SunriseRun434]

Oh and they would offer any refund option from them. The ONLY step was to have a replacement sent. Purchased Wednesday. Delivered and broken beyond repair Thursday. Nothing at all offered as a reason or compensation for over 6 hrs of my life gone let alone the shipping hassle and time wasted. 

[Lanky4u]

Wtf same here. Gets to 20% then just says update fail. I tried on other devices. Still same issue. Getting frustrated of this problem. I don’t understand it’s a brand new device 

[wirrallin]

Mine is same, been trying since last night using Bluetooth and wifi. Am
sending it back

[wirrallin]

i know its so annoying, hopefully will get refund from amazon as i don't want another one

[JohnFreeman]

I've been struggling with the exact same issue tonight. So frustrating. Brand new expensive device and it's useless. All the online help has been of no use and support say the will respond within 2 days. If I dont have it working tomorrow it will be going back to Amazon

[SunriseRun434]

All I'm getting now is data not cleared sync and try again.!!!!! 

[LizzyFitbit]

Hi everyone. Good to see you in this thread and thanks for taking the time to share your thoughts about your Versa watches.

@Odyssey13, thanks for stopping by to help our members.

I appreciate your efforts while troubleshooting your watches to get them working correctly, as well for having contacted Support. Our team constantly reviews the comments that are posted in the Community to work on our products. I understand where your feedback is coming from and I'm sorry that you've gone through this experience. Be sure that your comments will be passed along as they help us to evaluate our procedures and improve our overall environment.

About your other inquiry, we provide refunds to any order purchased from our Fitbit store that is within 45 days as described here. If your watches were purchased from another retailer, I'd recommend to get in touch with them so they can provide you with more details about the refund policy.

@lessss, @Lanky4u and @JohnFreeman, thanks for continue troubleshooting your watches. I believe you refer to the firmware update not going through. If that's the case, could you please confirm if you've tried the steps described in this help article? Also, please provide me with your phone's model and OS version. This will help me to further investigate.

I'll be around keep me posted.

[maikelnait]

I have the same problem with my brand new Versa. Unable to use it. Have tried updating it for days now. With 4 phones, 3 wifis, 2 mobile providers. Nothing. Download is stuck in 10% and then it dies. Support email-guys are not that helpful at all - sending only the generic help instructions that i have already tried several times.  

[Lanky4u]

@LizzyFitbit @I have iPhone XR and The Ios is 13.3. 
went through the steps even ask customer support. Went through the process and still no outcome

[SunriseRun434]

Hi, sorry to be bursting the bubble for fitbit. No one can possible deny this is a total product failure. This must be a known bug that's built in to these units when accepting the new firmware. Everyone is experiencing the same thing. To not even acknowledge this is an insult to the customers. To not help them or have a patch avaliable is boredering on insanity. Ask yourselves this fitbit, if come Christmas day thousands of people open gifts that are bricked upon use, do you think that's good for the brand image?Especially with the current level of support offered. I already feel cheated that I bought something new and I'm having to put up with being sent a refurb unit after 1 day. What is fitbit going to do?  So far I hear NOTHING!