Versa Lite can't update firmware

[SunsetRunner]

I've had my versa lite for 2 months, had no issues with it until the firmware update. Now I can't get it to pair with my Bluetooth to even do the update. Fitbit sent me a new one after assuring me that my phone is compatible (Lg G6). And it is not. I can't even get my phone to see it via Bluetooth. It did pair the very first time i set it up, then it would never sync correctly. I've done every trouble shoot tip they give with absolutely no luck. Almost $200 for 2 months of use. Great birthday present that now is junk. Totally disappointed, will NEVER recommend anyone to get one. 

Moderator edit: subject for clarity

[LiliyaFitbit]

Hi @SunsetRunner, it's nice to see you again in our Community Forums. 

I appreciate your participation in the Forums and sharing the issue you're experiencing with your replacement Fitbit Versa Lite. I totally understand how you are feeling since you received the watch as a gift and appreciate your feedback. Thank you for your troubleshooting efforts, you can confirm the steps to update your watch and the complete troubleshooting instructions in these help articles: How do I update my Fitbit device? and Why can't I update my Fitbit device? I also would like to confirm that your Lg G6 phone is compatible, you can confirm it here. 

I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance. 

[SunsetRunner]

I've done all those things,MULTIPLE times. Again, can't even get the Bluetooth to see it, to pair it, for you all to see it. 

[Sophie2013]

Having the same issue. Mine worked for a day. It said it needed the update and it never finished. Now it does nothing. I also tried everything many times

[LiliyaFitbit]

Welcome to the Fitbit Community, @Sophie2013. Thank you for your reply, @SunsetRunner. 

@SunsetRunner thank you for confirming that you've tried the troubleshooting steps several times. I really appreciate your efforts and your time. I know our Support team will be glad to help you out and provide a solution, just keep an eye on your inbox for further assistance.

@Sophie2013 thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your efforts to resolve this. Upon checking with our Support team, I was told that you have already contacted them and that they were able to assist you. 

If you have any questions, feel free to let me know.

[SunsetRunner]

Yes, they did help with the first watches issue, they sent me a new one. I'm still having the same problem with the 2nd one. I have 2, non-working FitBits at this moment. Both with the same problem, neither recognized by my phone, that is on your approved list, after going through all the trouble shooting steps multiple times. Beyond frustrated, WAY beyond.

[Sophie2013]

They were not able to fix my issue. Still having it, after trying everything many times. I have wasted half the day and still have a versa that is useless.

[Krzysztof06]

The same problem! Update failed several times. Suggestions from Fitbit Support Team did not help. Versa lite is complete junk in my opinion. I’ve bought it as a gift for my wife - replacemdnt for Versa because of broken screen. Total failure!

[SunsetRunner]

Obviously they didn't help much if I'm still having issues. And sure looks like A LOT of people are having an issue since the update, not just IOS users. Are you all taking any steps to help any of us? Because your trouble shooting steps are NOT working. Ignoring us isn't making it better. Yes, you are answering, but not really helping

[Sophie2013]

Yes it is junk. Got mine Friday, it worked for a few hours. Then the update started and it hasn't worked since then. Saturday I left it overnight doing the update and it barely moved. A friends said hers took maybe 20 minutes to do her update.

Sent from my iPad

[LiliyaFitbit]

Welcome to the Fitbit Community, @Krzysztof06. Thank you for your replies, @Sophie2013 @SunsetRunner.  

@SunsetRunner I am sorry to hear about your experience, I totally understand how you are feeling. I suggest to keep communication open with our team, since they have already all the details of the case and special tools to continue assisting you. 

@Sophie2013 I am sorry to hear the issue persists, thank you for your time and efforts. I've sent this information to our Support team and they will be contacting you shortly. 

@Krzysztof06 thank you for joining the thread and sharing your experience and feedback. I totally understand how you are feeling and appreciate your efforts to resolve this. I could see that our Support team got in touch with you, please continue working with them. I am sure they're trying to help in the best possible manner. 

Let me know if you have any questions.

[SunsetRunner]

No, they are not able to help since i can't get my blue tooth to connect long enough to do the actual set up. All they say is "It shows it synced at 5:30:54 on 10/25/10" but it NEVER actually gets through the whole set up. All they keep telling me is to keep doing the trouble shooting steps, but I've done it a good 50 times, why keep going? I'm not the only one with the issue obviously, but it seems like FitBit is only very limited help. Everyone is getting the same answer with the same results.

[Ilana_ananas]

I’ve had this same problem for months. 3 different support tickets, zero results, doesn’t stay paired, support people talk to me like I’m an idiot (which I am not!!), and now can’t install the firmware upgrade. So frustrating, waste of money and I wish I never “upgraded” from my charge 2. Was a die hard Fitbit fan. Not anymore. 

[Krzysztof06]

I've just got mail from Fitbit Support:

Hello Krzysztof,

We appreciate for getting back to us and for your cooperation throughout this whole process.

Considering that we've tried all of our recommendations and the issue still persist, we can confirm that your wife's Versa Lite is defective. With that being said, we're happy to move forward reviewing your device's possible option. To help us look into this, let us know the following information:


* When did the Fitbit device was purchased?

* The retailer where you purchased it (if you purchased fromhttp://fitbit.com/ , please provide the email address used at checkout).

* Country where you currently live.

* If the device is from an employer, let us know the company name and when you received it.


We look forward to hearing from you. Let us know if you need further assistance.

Just answered and waiting for result.

[Krzysztof06]

Just got message from Fitbit:🙂

Hi Krzysztof,

Thank you for getting back to us along with all the requested information. Your cooperation all throughout this case is greatly appreciated. 

Based on the information you've provided, we’re pleased to inform you that you're entitled to select between the two warranty replacement options for your tracker.

You will be receiving an email link from our system to the email address associated with your Fitbit account, containing your replacement options that you can click within the next 30 days:

• A replacement of the same tracker.
• A discount you can use to purchase any one of the Charge 3, Versa, Inspire, Inspire HR and Ionic from fitbit.com.

Whenever you are able to choose from the two options, and fill the information required, we will receive an automatic email and proceed with your case. Do also check your junk/spam folder to check if it was rerouted there. 

Note that, the discount is non stack-able with the current discount promotion that we have on our online Fitbit Store as well as with our Ace and Ace 2.

We also noticed that your Fitbit app needs an update based on your last sync. We'd like to recommend updating its version to ensure that all features will continue working smoothly. You may follow the steps in the article About the Fitbit app. You may also check the latest released Fitbit app on this article: What's changed in the latest release of the Fitbit app?.

We look forward to getting you back on track and in helping you continue achieving your fitness goals. Should you have any other questions, feel free to contact us. 

Sincerely,

Ron Angelo and the Fitbit Team

[SunsetRunner]

They sent me a new one that worked for 2 days, then it wouldn't sync. Same exact problem that I had with the first. So you'll have 2 non-working FitBits just like me. I wonder if they'll just send everyone a new one. Won't matter though, they won't work.

[RCMadShane]

This is so stupid...  The fit bit worked fine till they updated the stupid firmware....  you have screwed up a large number of your users so roll back!! I do not understand why you are messing around sending us on wild goose chases.

[Sophie2013]

They are sending me a new one too. I'm sure it will be the same issue. From everyone on here with the same issue with the versa lite, they should upgrade them to the new one. Everyone's can't be defective, and all with the same issue

[Sophie2013]

I tried the trouble shooting steps many times, and nothing helped. Mine worked fine for maybe 4 hours. Then I tried to do the update. That was the end of my fitbit. 

[SunsetRunner]

They believe we are stupid. My boyfriend has just a regular Versa and its wanting him to do the update. I told don't do it unless you need a new paper weight cuz that's all it'll be after that. He was going to try to set up my lite on his phone and i wouldn't let him. His versa was more than my lite, and i have 2 nonworking ones! Fit bit needs to figure out how to make this right! Giving us info that doesn't work, then sending a "new" one with the same issues isn't the right answer!! Word of mouth means EVERYTHING and i haven't heard anything good lately