Versa Lite setup issue

[VickyIch40]

i have recently bought a Fitbit versa lite, can't even use it. I'm at my wit's end with it. I cannot set it up...it gets so far in the setup process and resets. I've spoken to the Fitbit team on two separate occasions now and still struggling with it. I don't know what to do anymore. I don't have a computer to hook it up to. If anybody could help with a fix it would be most appreciated, as I said I'm actually debating on giving up and sending the thing back

Moderator edit: subject for clarity and format 

[LiliyaFitbit]

Welcome to the Fitbit Community, @VickyIch40.

I appreciate your participation in the Forums and sharing the details of the difficulty you're experiencing with setting up your new Versa Lite. I am sorry that you are going through this situation, I totally understand how you are feeling. Thank you for your efforts to resolve this and for contacting our Support team. Upon checking with them, I was told that they were able to help you. Let me know if you continue experiencing difficulties. If so, please confirm if you've tried the complete troubleshooting instructions from this help article: Why can't I set up my Fitbit device? 

If you experience any difficulties with updating your device's firmware, please check this help article with useful information: Why can't I update my Fitbit device?

Please keep me posted, I'll be around. 

[LaceyL.]

I'm having the same exact problem!! Can anyone help!

[VickyIch40]

I have got mine up and running now after numerous tries with my phone, my partners phone and even my sisters phone (they all failed). The only way that I got success was through my brother in law doing it on his Mac. Now I can finally use my Fitbit versa lite for the first time after nearly of having it. Personally I was on the brink of sending it back, it seems the firmware update struggles to update over bluetooth and is really frustrating, especially if you don't own a windows 10 or mac but that seems the only way to do it in my opinion. Hope that helps and you can get yours running too

[LiliyaFitbit]

Hi @VickyIch40, thank you for your reply. Welcome to the Fitbit Community, @LaceyL.. 

@VickyIch40 I am glad to hear you were able to set up your Versa Lite using a computer. Thank you for your feedback and for sharing your solution. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I really appreciate your efforts and your time and hope you enjoy the Fitbit experience. 

@LaceyL. thank you for joining the thread and sharing that you're experiencing the same issue. I understand that this can be very frustrating. I could see that you got in touch with our Support team about this, please continue working with them. I know they will be glad to help you out and provide a solution.

Let me know if you have any questions.

[EmmaFit30]

The same thing is happening to me.

I bought a Fitbit Versa Lite yesterday and spent the entire day troubleshooting an impossible setup. Tried everything, went to every article and forum, and spoke with Fitbit Customer Service on the phone and tried everything they came up with- nothing worked. The only option was to send back for a replacement or refund.

I opted for a refund because I was so disappointed at being sent a defective product and it seems to be common with this model, so I did not want a replacement. I had an Alta for several years and loved it, and was very excited to get a Versa Lite but was disillusioned due to being sent a broken product.

I am being forced to pay for shipping to send it back, and will not receive a refund on the original shipping cost. This, despite being sent a defective product. This is not me changing my mind, in which case I would completely accept having to pay shipping costs. This is a defective product that will not even turn on- I have not even had a chance to use it for a moment. I don't understand why I am now out $20 because I was sent a defective product. I spoke about this at length on the phone and was met with obstinate replies every time, with zero flexibility.

This is beyond unacceptable customer service. $20 is not the end of the world, but when the company is 100% responsible for an issue, a customer should not have to pay a single dollar. I do not understand how customer service can operate this way. If this is not resolved, I will be purchasing an Apple Watch and will be spreading the word about the unacceptable treatment of customers at Fitbit.