Jawbone

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We have come to an agreed upon resolution with this customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ UPwill now ship with a water resistance comparable to, and in line with, most other multi-sensor trackersThis means that UPis resistant to everyday splashing, including while washing hands or in the shower, but it is unsuitable for swimming or submerged use We understand that this may be frustrating or disappointing for you, so if you wish to cancel your pre-order we will do so Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The item was initially advertised as being waterproof and priced accordinglyHowever, during production it was determined that the item could not be manufactured as described, that is, it was not able to support a waterproof qualityIt is being manufactured as "splash proof", not waterproofDespite this, the price has remained the same even though the quality is now less than originally claimedAs a "middle ground" request, I think an additional $is reasonable, realizing that previously a $rebate was appliedI do not wish to cancel this order as it was specifically requested for my son's birthdayThank you Final Business Response / [redacted] (4000, 9, 2015/04/28) */ Thank you for reaching back outWe apologize if you are dissatisfied, but are unable to provide a discount for the product beyond the $that you've been offered due to the delay in shipping Final Consumer Response / [redacted] (4200, 11, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is deceptive in its advertising and he product does not add up to it's previously advertised "waterproof" statusThe customer has no regard for customer satisfactionThey promise you one thing but do not provide it - even after months of making the customer waitThe old "bait and switch"Shame on me for believing them and paying upfront for a substandard product

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ With Jawbone products, we offer a 60-day return money back guarantee for products purchased through our eStore More information about return/refund policy can be seen here: http://store.jawbone.com/store?Action= [redacted] As stated within our warranty, software functioning uninterrupted or error-free is an exclusion from our warranty For more information on our warranty, see here: https://jawbone.com/warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Software is a necessity for their product to workThere is no product without softwareThey basically are saying they only warranty a piece of rubber, that being the braceletTheir response is unacceptable and shows they have no regard for the consumer Final Business Response / [redacted] (4000, 9, 2015/06/23) */ As previously stated our warranty covers a new physical Jawbone hardware deviceUninterrupted and error-free software is an exclusion to the warrantyWe have released an app update to resolve the issue the customer has been experiencing

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ New info regarding UPship dates are available on our blog here: https://jawbone.com/blog/jawbone-announces-up3-shipping/

Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ The warranty has been fully supported for this customerAs mentioned in the most recent support case, the warranty has been voided due to damaged labels that include the serial number of the productThis is considered an exclusion from our warranty, and this is required information with any and every claims process For reference, our warranty can be found here: https://jawbone.com/warranty Our support team will be reaching out to this customer to further discuss this warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We have fully supported the warranty and will continue to provide warranty support for this customer when needed As found in our warranty, all available troubleshooting must be exhausted in determining that the warranted functionality of the device is no longer maintained, requiring a replacement Our jawbone.com eStore comes with a 60-day return for refund period and when products are purchased from a different seller, the customer will need to return to that original seller if they are seeking a refund As we continue to support the warranty for this customer, our Customer Care team is available to assist with any further warranty questions this customer has We will not be proceeding with this customer's request, and they can review the warranty coverage that comes with our products at https://jawbone.com/warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) ALL troubleshooting techiniques HAVE BEEN tried...OVER and OVER and OVER again!!! it still does not work! I have been told by the company since this is a replacement band (direct from them) that it has no warranty as the warranty is ONLY for months from when the FIRST band is activated! It should be months for EVERY BAND that is activated! This is ridiculousAnd a VERY POOR response from the company that does not address any of the concerns! Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2016/01/20) */ As previously mentioned, the warranty has been fully supportedWith any and every product, all troubleshooting must be exhausted in order to determine the warranted functionality is no longer maintained, which is what has been doneAs our warranty is year from the original purchase date of the product This is standard year limited warranty with the vast majority of products, a warranty does to start over when a replacement is received, the remaining warranty coverage transfers to the replacement productSo, as previously mentioned, it is understood what the customer is saying and requesting, and we are not moving forward with their requests Final Consumer Response / [redacted] (4200, 11, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) this has been a total waste of money!! I will never buy Jawbone product ever again and will tell everyone I know not to either! They obviously do not care about their customers and do not care to make their customers happyAll they offer with a product that goes bad and your warranty is up....is a small discount to buy another one of their productsRidiculous!!!

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ The warranty has been fully supported for this customer by providing a replacement when needed For reference, our warranty can be found here: https://jawbone.com/warranty Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/27) */ Jawbone was kind enough to send me the UPI requestedUnfortunately, the UPthey sent me had to be returned because it stopped working soon after I received itThe band clasp also easily came undone, causing it to fall off my wrist frequentlyA representative named [redacted] authorized another replacement on July When I inquired about a Warranty because of the ongoing issues I was having, [redacted] advised me the UPwould be covered for one-yearAs of yesterday, August 20, 2015, the replacement band I received earlier this month is no longer workingI phoned Jawbone this afternoon and was told it was not covered under warranty and they would not replace it Final Business Response / [redacted] (4000, 14, 2015/09/11) */ The warranty has been fully supported for this customer Based on the information available, this customer's year warranty started on 3/05/2014, and the with each replacement sent, the customer has been advised that we are sending a replacement in a new condition, but that the remaining warranty coverage or a day service warranty will transfer, whichever is longerThe correct warranty information has been provided to the customer in each support case, and the customer's warranty has expired at this point For reference, our warranty can be found here: https://jawbone.com/warranty Final Consumer Response / [redacted] (4200, 16, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'd like to thank Jawbone for providing me with additional warranty information, including a link to the warranty page on their website According to Jawbone's response dated September 11, 2015, as well as the warranty information on their website (jawbone.com/warranty), the replacement band I received should be covered for days from the date of receiptAccording to their website, "Jawbone warrants that any repaired or replaced Device is covered for the greater of either the remainder of the original Warranty Period or days following Consumer's receipt of the repaired or replacement Device." According to FedEx, the replacement band was delivered on July 28, The FedEx tracking number is XXXXXXXXXXXX

Initial Business Response / [redacted] (1000, 7, 2015/05/19) */ We've located this case and will be reaching out shortly Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 16, 2015/08/24) */ As previously mentioned, our eStore comes with a 60-day return for refund window and when purchased from a different seller we would recommend returning to that original seller if seeking a refund We have and will continue to fully support the warranty for this customer For reference, as stated in our warranty, the loss of use during the period is being repaired is considered an exclusion to the warrantyWe moved forward without repairing this customer's device, but rather replacing his product with a newer model due to availability of replacement stock for his original product Our warranty can be found here: https://jawbone.com/warranty Final Consumer Response / [redacted] (4200, 18, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Jawbone products are defectiveFurther, Jawbone's above response mentions repair being an exclusion to the warrantyRepair of my UPwas never mentioned as an option at that or any other timeJawbone never had any intention of repairing any of my defective devicesReplacement of defective product with inferior product has been Jawbone's only offer throughout this processThat is a perfect example of Jawbone's deceptive and unfair business practices My Upwas recently replaced under warrantyThe replacement has a slightly different band and is causing significant skin irritationJawbone has failed repeatedly to live up to my expectations and I want a refund of the original Uppurchase price of $plus tax

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ The warranty has been and continues to be fully supported for this customer As discussed on numerous occasions within the customer's support case, it has been confirmed that the customer experienced an issue with the software application for the productWhen the customer was asked to test this on a different secondary device to see if the issue persists with different version of the software, the customer confirmed the functionality worked on a different deviceThis confirms that the customer experienced an issue with the software application on her specific device, and the warranted functionality is not altered As stated to this customer previously, we do not guarantee continuous error-free software under the warranty, and through troubleshooting, it was confirmed that the warranted functionality is not altered when testing on a different device Our Development team will continue to determine the cause of what the customer is experiencing within the software application on this customer's secondary deviceReplacing the product would not resolve what the customer is experiencing Our jawbone.com eStore comes with a 60-day return for refund time period, and when the product is purchased from a different original seller, we recommend returning to that seller if seeking a refund We will not be moving forward with this customer's request Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Jawbone still claims on their website that the UPis compatible with Android or laterI bought the UPspecifically to use with MY phone which meets these requirements and it didn't work for months so how is that a software issue with MY device? The fact that it works on a device other than mine is completely irrelevant when my device meets the requirements the company has statedThey can't fix their own software issue and this is a shady attempt to not only blame the customer but to not honor the warrantyI see now why complaints with this company and their products run rampant Final Business Response / [redacted] (4000, 9, 2016/01/06) */ As previously mentioned, the warranted functionality of the customer's product remains fully functional and our team is working on resolving the reported experience for this customerAs mentioned on several occasions in various platforms to this customer, continuous error-free software is not included within the warranty coverage of our productsAs this customer has verified and confirmed the issue does not persist on a different device, the issue has been isolated to an error within the UP app software that we are working on resolving Because this has repeatedly be positioned, this will remain the same and we will not be moving forward with this customer's requestsWe will inform this customer when the reported experience has been resolved Again, our warranty can be reviewed here: https://jawbone.com/warranty Final Consumer Response / [redacted] (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I fully understand Jawbone's responseThey have crafted a warranty that allows them to keep their money while providing the customer with a non-functional activity band by calling it an "error"If the band isn't functioning with a customer's device then it is NOT FUNCTIONAL for that customerIt is irrelevant to me that it works on someone else's device when it isn't functioning with MY deviceThey believe they are honoring a warranty as long as it is functional with SOME but NOT ALL of the devices they state their product is compatible with however, I don't consider 3+ months an errorI consider that a major malfunction when their product does not work for months at a time with ALL of their stated compatible devices As stated repeatedly in their response, Jawbone will not provide a refund for my non-functional bandBut lucky for me they will be so kind to inform me, after months of waiting for my $band to finally work with my device, that they will let me know when their "error" has been resolved Jawbone please go ahead and inform me when your "error" has been resolvedI've been waiting for months and I am still waiting

Our Customer Care team has already been in contact to complete the warranty replacement process for this customer to fully support our warranty The original product the customer refers to owning is product that is no longer sold or actively manufactured by JawboneAny retailers/authorized sellers that still have this product have had this inventory for over a year, as this product has not been actively manufactured for several years now This customer is free to visit [redacted] to better understand the exception made to cover the cost of shipping their original product and also send their replacement firstAs the customer will find in our warranty, the standard claims process is for the customer to mail their product that no longer maintains it's warranted functionality to Jawbone first and at their own cost before a replacement is shippedThe replacement is a newer product that has the exact same warranted functionality as the customer's original product, the features on the original product owned are supplemental features that do not alter the warranted functionality of the product whatsoever We understand what the customer is requesting,and recommend they review the warranty provided with our products at [redacted] If the customer has fully questions/concerns, they are free to follow up on their most recent support case

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ As mentioned within this customer's support case, our payment processing department has confirmed the refund has been processedIf the customer is not seeing these funds in her account, she should contact her financial institution, PayPal

The customer has been provided correct information regarding the warranty on Jawbone products As stated in the warranty, only Jawbone products purchased from authorized resellers are provided our 1-year limited warrantyThis includes [redacted] , because [redacted] is a reseller, but also allows other companies and people to sell products through [redacted] As mentioned in the claim, our authorized retailers list includes [redacted] , which clearly indicates [redacted] as the reseller is authorized, not anybody that sells on the [redacted] platform As the customer has received all the correct information regarding the warranty, no action will be taken regarding this claim

Initial Business Response / [redacted] (1000, 7, 2015/06/19) */ Customer has already received replacement As stated within our eStore policy, we have a 60-day return for refund policy when products are purchased from our eStoreWhen products are purchased elsewhere, customers should return to the original seller when seeking a refund Our eStore policy can be found here: http://store.jawbone.com/store?Action= [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have previously stated, the product STOPPED WORKING AFTER I HAVE USED IT FOR MORE THAN MONTHSAnd Jawbone fails to provide appropriate customer service! THIS IS ABSOLUTELY RIDICULOUSYou replaced something without consulting me firstThe product is still under warranty but you cannot even provide adequate replacement??? I cannot even get in touch with corporateI highly doubt your company philosophy Final Business Response / [redacted] (4000, 11, 2015/07/06) */ As previously mentioned, the warranty has been fully supportedIn looking at most recent support cases, a replacement has been shipped and delivered to the customer, and this was an exception to our warranty, as our warranty supports like-for-like replacementsWhen replacement stock is not available, we look to provide an alternative to get the customer using the product again as quickly as possible As stated in our warranty, our replacement process is for the customer to cover the cost of shipping their band back first before the replacement is shipped to the customerThis was also an exception made for this customer, as the replacement was shipped first Final Consumer Response / [redacted] (4200, 13, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The replacement that I received is at a lesser retail value compared to the band I originally purchasedThe bottom line is, you replaced something that you made poorly with a lesser product WITHOUT CONSULTING THE CONSUMERIt's like giving an android phone to an apple phone userI would have rather you NOT made the exception by giving me something else, as I would have preferred the UPreplacementYour customer service is absolutely horrible

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ A warranty replacement has been processed to support the warranty, customer will be receiving a shipment confirmation email soon to track the package Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) In reposnse to the Revdex.com complaint Jawbone has sent me a like replacement of an Upband that satisfies their warrenty commitment

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Based on the information available, the return process has been started and are waiting to receive the return of the product in order to complete refund process for customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's incorrect I returned the merchandise and had my proof of delivery sent to my credit card company for a charge backI'm done with this incidentJawbone is the worse company I've ever dealt withAnd I know customers threaten this all the time, but I never have; but I will never do business with them againThis whole expierence has been a farce!! Final Business Response / [redacted] (4000, 9, 2015/07/06) */ As previously mentioned, the information available shows that we have not yet received any return shipment, and have also not received any tracking information regarding the return from the customer in this matter, as we have not checked in any return packages from this customer's order We have and will continue to support our warranty for all of our customers To reference our warranty, see here: https://jawbone.com/warranty

Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ We've located customer's case and will reach out shortly

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ We have reached out to that customer and are working towards a resolution, pending a response on customer availability to discuss via phone Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Jawbone decided to make an exception to their policies and issue a replacement Unfortunately the response here is incorrect because they finally did reply by email (as requested after spending hours coordinating and on the phone with them)

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ The warranty has been fully supported for this customerAs with any warranty replacement, troubleshooting needs to be exhausted prior to processing any replacementWhen replacing this customer's device, we have made the exception to do an advanced exchangeOur warranty normally calls for the customer to ship their product to us at their own cost first before sending a replacement, we have shipped the replacements to the customer first and cover shipping for his product first While our warranty does call for a device to be repaired or replaced, it is our choice to send a new or refurbished product, and we have sent the customer a new condition product each time Based on the information available, this customer has had a total of replacements on record, which were advanced exchangesAs mentioned within this customer's most recent support case, we are investigating the app issue he is experiencingAs this is a software issue, it is stated in our warranty that continuous error-free software/services is an exclusion from our warrantyAny action we take at this point for the customer is an exception as the concern the customer has raised to our Customer Care team is an issue that is not covered under warrantyFor reference for this customer, our warranty can be found here: https://jawbone.com/warranty As we have gone above and beyond our warranty terms for this customer, if there is any questions or further concerns that we can assist with, this customer can reach out to our Customer Care team for further clarification Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 7, 2015/04/30) */ We released an update to the app on 4/which should have resolved this customer's issueWe did not hear back and so closed their caseIf there are continuing issues, please reach back out to our support team Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) The updated app did not help in my case at allI have stated in the previous request that, it is a hardware issue, not a software issueI have talked with their customer service a few times, through email and over the phone, and it didn't help at allI do not accept the explanation, and I insist my initial request of the replacement Final Business Response / [redacted] (4000, 11, 2015/05/15) */ We will be reaching out to customer shortly

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ The warranty has been fully supported for this customer Each of these customer's requests are outside of the warranty provided on our products For clarification, this customer purchased a product that is several years old at this point, and is no longer actively manufacturedWe have processed a replacement for this customer and have expedited the shipping process It is important to note and for this customer to understand that our warranty calls for the customer to ship their non-functioning product prior to a replacement being shipped to a customer and the customer is to bear the cost of shipping their productWe have processed an advanced shipment of the replacement for the customer with expedited shippingAs found in our warranty, all available troubleshooting must be exhausted in determining the product no longer maintains it's warranted functionality, regardless of the time as the lose of use during this time is not covered under our warranty As we have processed several exceptions for this customer, we will not be proceeding with any more exception requests from this customer moving forward and will continue to provide the remaining standard warranty coverage This customer can reference our warranty here: https://jawbone.com/warranty