Versa 4 blank screen

[jnfpi]

Hello, I'm having problems with my Versa 4. I ordered it yesterday on Amazon and it arrived today. All I did was just turn it on and try the setup by connecting it to the phone and so on.  The first time it was not working and was stuck at the "connected" screen or something like that. So I disconnected it and retried the setup from scratch. This time it worked. The battery in the meantime showed that it had gone from 0% to 50% more or less. So I tried doing the firmware update required by the Fitbit app. I started the procedure and the watch showed loading normally, same thing on the phone. After downloading it, the installation started, but there it suddenly stopped more or less when the blue bar was about halfway in the smartwatch. The screen went out and never turned on again. Totally black screen. If I put it in charge it vibrates, if I touch the button it vibrates, but the screen does not react, not even to the double tap. I do not know what to do. The sensors below do not light up. I didn't even have time to use it, I never even got to see the home screen. I called customer service and they sent me a guide on why the device is not charging, but none of the recommended solutions worked. There is a way to return and get a new, working one back? Or some other solution? Thank you.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @jnfpi. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 4 before reaching out. I understand where your concern is coming from. 

Please feel free to reach out to our Support Team once again if the steps they recommended didn't work or if you have any questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

[JOHNNYBlaze]

Mine worked for 5 days and then bricked. Black screen device charged at 95%. . Nothing support had me do worked and I talked to 4 different people.  Never escalated my problem like promised so I am returning it

[MarreFitbit]

Hi there, @JOHNNYBlaze. Thanks for stopping by in the Community Forums and sharing the details about the inconvenience with your Versa 4. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

As advised in my previous post, please note since you've already contacted our Support Team regarding this matter the best way to get help is to contact them again as they've been handling your case accordingly. Feel free to chat with us online or give us a call. Click here to get connected.

Thanks for your understanding. Have a good day!