Brand new Versa 4 - screen not turning on

[HumbleDana]

I unboxed a brand new Versa 4 today. Once i followed the steps of leaving it charge for a couple hours and then turning it on. 

It vibrates and reacts to the button presses but the screen will not turn on.

I have pressed and held the button to turn it off as well as going through the process of reseting the device

I cannot sync it to my phone as I cannot see the display.

When I had the Fitbit/google support call they were clueless as they weren't able to match the S/N.

I double checked with them multiple times where to find the S/N and gave them exactly that. They said there was no record of the device. I am currently up the creek without a paddle as I won this from Work. 

Moderator Edit: Clarified subject

[FatimaFitbit]

Hi there @HumbleDana! Welcome to the Fitbit Community!

Thanks for letting us know that your new Versa 4's screen is not turning on. Thank you for your efforts too.

Could you confirm that you removed the plastic protective cover from the back of the device?

Regarding your experience with your contact with support, I suggest you contact them again in order to provide perhaps a picture of your new device to show them that you own it and that it hasn't been ever paired. They'll take good care of you.

Best wishes!

[HumbleDana]

What plastic cover

Are you talking about something like a plastic see through sticker?

No green light turns on underneath and when I put it on charge it does Vibrate so i would assume that I did. I will be able to check tomorrow and will report back but I doubt this is the issue

we will see tomorrow