Versa Lite not syncing after updating to OS 13.4.1

[SunsetRunner]

I am very disappointed with fitbit customer service and support over this issue. My Versa lite still does not sync despite following all actions suggested by customer support. I am now told it is an issue with the app that they are trying to resolve. After countless phone calls and email conversations I am told that they cannot give me a time scale when the problem will be solved. it could be several weeks. I have been unable to use my watch for several weeks already and now I am expected to wait for an unknown number of weeks until it is fixed! I have only had it for 9 months!

This is unacceptable. I have a device that is not fit for purpose. If I had bought a new car that stopped working, would it be acceptable to be told you will have to walk until it is fixed but we don't know how long it will be? I was told that this is a problem with a number of Versa Lites not all. I notice they are still being sold even though they may be faulty. 

I asked if I could have a replacement for my Versa as it clearly it is a problem with some of the watches and was told it was not possible.

Having been a customer for many years I feel Fitbit customer service has declined considerably.

I am being treated with utter contempt. It feels like a huge corperation ignoring its loyal customers.

I have had 6 fit bits, I shall never buy another!! 

Moderator edit: updated subject for clarity

[KristaNeese]

I agree with you!  I have not had mine a year yet an all the sudden it won't stay connected to Bluetooth and therefore it won't sync.  I thought maybe it was a 13.4.1 iOS update I had just done.  I called and the guy walked me through all the steps I had already done, but I did them again.  Nothing.  He then wanted me to connect to another device.  I don't have an ipad, so I would have to use my husband's phone, but why does he want the fitbit app when he doesn't own one.  Later that night I was able to connect my fitbit again.  It stayed connected for a short time and now it won't connect again.  I am not going to go through all these steps everyday including "forgetting" the device to get it to sync and work for maybe an hour.  RIDICULOUS.  I don't think I will use a fitbit again, partly because of the customer service.  I asked the guy if they knew of any issue with them of iOS and he didn't really say much.  So I al

[MarreFitbit]

Hello @SunsetRunner and @KristaNeese, welcome to the Community Forums. I'm sorry to hear that you're experiencing syncing difficulties with your Versa Lite smartwatches. Thanks for troubleshooting this issue prior to posting here. I appreciate your feedback for the Versa Lite and for our Customer Support.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 

We're currently reviewing reports on customers having issues syncing after updating to iOS 13.4.1. 

A workaround was provided previously I just wanted to clarify the troubleshooting instructions suggested by our engineering team in order to resolve this issue:

1. Go into your phone's Bluetooth menu
2. Tap on the icon next to your Fitbit device
3. Press Forget this device
4. Re-open the Fitbit app and re-bond your device

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

[SunsetRunner]

Hi
Thanks for your reply.
I have been in touch with Fitbit support many times and done every suggested by the including your points.
I have repeat suggestions over and over again.
I have now given up and am left with a watch that does not work!
Most unsatisfactory and a wast of money!
Mac’s 53

Sent from my iPhone

[MarreFitbit · Accepted solution]

Hello there @SunsetRunner, thanks for getting back and confirming that you've tried the steps as describe above. 

I'd like to give thanks for the feedback you've provided towards our product. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

As you were notified, we’re currently working to resolve this issue and hope to have a fix soon. Be sure to keep your Fitbit Versa Lite and app up-to-date to ensure you receive the quickest resolution.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.