Jawbone

Initial Business Response /* (1000, 5, 2015/09/21) */
The warranty has been fully supported for this customer, as a replacement has been provided when warranted. This has been done in an advanced exchange method, which is an exception to our warranty. Our warranty calls for the customer to ship...

their product to us first at their own cost, prior to a replacement being shipped to them. This has also been an exception by providing the customer a newer model product, due to lack of replacement stock in the customer's original product.
As previously mentioned to the customer, our eStore comes with a 60-day return for refund window, and when a product is purchased from a different retailer, it is best to return to that seller if seeking a refund. We have informed the customer on multiple occasions that we will not move forward with a refund.

Initial Business Response /* (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 eStore. When 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 /* (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 2 MONTHS. And Jawbone fails to provide appropriate customer service! THIS IS ABSOLUTELY RIDICULOUS. You replaced something without consulting me first. The product is still under warranty but you cannot even provide adequate replacement??? I cannot even get in touch with corporate. I highly doubt your company philosophy.
Final Business Response /* (4000, 11, 2015/07/06) */
As previously mentioned, the warranty has been fully supported. In 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 replacements. When 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 customer. This was also an exception made for this customer, as the replacement was shipped first.
Final Consumer Response /* (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 purchased. The bottom line is, you replaced something that you made poorly with a lesser product WITHOUT CONSULTING THE CONSUMER. It's like giving an android phone to an apple phone user. I would have rather you NOT made the exception by giving me something else, as I would have preferred the UP24 replacement. Your customer service is absolutely horrible.

Initial Business Response /* (1000, 5, 2015/06/23) */
A warranty replacement has already been shipped to this customer and is currently in transit based on tracking number.

Initial Business Response /* (1000, 5, 2015/05/15) */
We've located the case and will be reaching out shortly.

Initial Business Response /* (1000, 5, 2015/07/30) */
We have reached out to our payment processing vendor and they have completed the refund process. At this point, the customer will see the correct refunded amount credited back to her account within 5-7 business days depending on financial...

institution.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been 6 days since the response and still no refund has been received. The bank has confirmed that they have not received anything from the business.
Final Consumer Response /* (2000, 10, 2015/08/12) */
The refund finally posted to my account. Thank you for your assistance.

There will be no action taken on this claim. This customer has been informed of the warranty and authorized resellers of Jawbone products. This customer did not purchase from an authorized reseller of Jawbone products. 
 
Regardless of whether of not the customer accepts or rejects the response, no action will be taken.

Initial Business Response /* (1000, 5, 2015/07/23) */
In looking to support the customer with the matter, we had attempted to reach out on multiple occasions and the customer responded mentioning they no longer wanted to deal with support.
At this point, our support has been and remains happy...

to assist this customer. If this customer would like to be supported, we are happy to attempt to reach out to this customer again through our support channel.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has been the most incompetent and inept customer service department I've never dealt with. If they had resolved the issue in the multiple previous communications, I wouldn't be contacting the Revdex.com. They have all of the information necessary to resolve the issue including my address and the defective unit serial number. This is no more than a generic response from the company.
Final Business Response /* (4000, 9, 2015/08/03) */
As previously mentioned, we have reached out to this customer, who mentioned he no longer would like to receive support for this issue in the most recent support case.
As we have and will continue to offer warranty support for this customer, we are able to assist within our support channels.
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was NOT receiving support, hence the complaint filed. I was met with ignorance, defiance, and incompetence. This issue has still not been resolved. The defective product has not been refunded or replaced. I will not continue to waste my time dealing with a company that cannot provide appropriate customer service or stand behind their product. All pertinent information for an adequate resolution has been provided multiple times.

Complaint: [redacted]I am rejecting this response because the company has admitted fault to their product and is doing nothing to fix it.  There has been no corrective action and by them hiding behind a warranty that says replace with a working product.  I have yet to get one and feel an exception needs to be made based on their failure to provide me with a working replacement after multiple faulty bands.  That is why I have involved the [redacted] to get a resolution that is fair.  I am not requesting compensation for the time and agony but I do think a refund is an acceptable outcome and is being more then fair considering the headache I have gone through.  Your warranty seems like a bandaid to push me along until the warranty period has expired and then I am out of options.  Keep in mind, you are tarnishing your name with this being publicly available about your company vs refunding a product that has failed to what is advertised to do.   Just 1 person reading this will waiver them from buying your product.  Business suicide 101.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
We have reached out and this request has been resolved as we came to an agreed upon resolution with this customer.

Initial Business Response /* (1000, 7, 2015/05/28) */
We've reached out to this customer and agreed on a resolution.

Complaint: [redacted]I am rejecting this response because: I would like to have a full refund or a replacement considering I was sold this under false pretenses. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/22) */
On December 11th, the customer was contacted by our Customer Care team and was sent instructions via email for how to return their product for a refund for their jawbone.com eStore purchase.
As this is the standard process for returning a...

product for a refund from our jawbone.com eStore, the customer can contact our Customer Care team at 1-800-JAWBONE if they have any further questions. We are awaiting the return of the product the customer purchased in order to refund the order total from this customer's order.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A new replacement band was shipped instead - in new packaging. The new band does not work and I've contacted customer service multiple times to resolve the issue for over a week. The new band is still not working and though one customer service agent said she would issue a new one, she hung up on me and never did. So, currently, I have one refurbished item that works, one brand new item which does not, and no one who's able to address the issue every time I call customer service. I want what I paid for: a brand new band in new packaging that works.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/20) */
As previously mentioned, our Customer Care team is happy to assist the customer through available warranty options. As mentioned, the packaging that the customer received is different than the retail packaging, but remains a new product inside of the packaging. As this is found in our warranty, the customer will receive a repaired, refurbished, or new product to ensure the warranted functionality of the product is maintained during the warranty period. This is exactly what has been done for this customer, and with the replacement shipping to the customer first as an exception, as our standard warranty replacement process has the customer return their original product at their own cost prior to a replacement being shipped.
As everything mentioned is fully aligned with our warranty, we would recommend reviewing our warranty, which can be found here: https://jawbone.com/warranty. Additionally, the customer can follow up with our Customer Care team to discuss any questions about our warranty and how to proceed with this standard process.
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The point has been missed. I ordered a brand new Jawbone Up. What I received was a refurbished product in replacement packaging. I didn't receive a new Up in new packaging. I understand the warranty may indicate that a refurbished Up may replace a dysfunctional new Up but I didn't have an Up that needed replacement because I didn't have an Up at all. I was sent a refurbished product at the outset even though I purchased a brand new product. And there is still no explanation as to why I received a used product when I purchased a new one over the internet on 11/25/15.
And to mention that customer service is happy to assist me is a lie. I placed my order for a new Up on 11/25/15. We are two months, 4 Up bands and over 20 calls to customer service later. No one has been able to assist me and I've even been hung up on. Customer service recommendations to get my Up to work include "holding the band to your heart." The service part of Customer Service is severely lacking.

Initial Business Response /* (1000, 5, 2015/05/15) */
We've located customer and will be reaching out shortly.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative from Jawbone's headquarters...

called to apologize for the three month wait, and said that I would not incur an extra charge for a replacement since my UP24 was still under warranty (this was not new information). She did not do anything to address my initial concerns or attempt to compensate me in any way for the numerous calls with customer service or the three month wait for an in-kind replacement.
Final Business Response /* (4000, 9, 2015/06/08) */
We have issued the customer a replacement band per our warranty to resolve this. No further compensation can be provided.
Final Consumer Response /* (2000, 11, 2015/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Jawbone sent their latest model band, which I find satisfactory,

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 Jawbone. Any...

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 first. As 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 shipped. The 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 /* (1000, 7, 2015/05/29) */
Per our warranty (https://jawbone.com/warranty):
Jawbone provides this warranty to a consumer who buys a new, covered device from an authorized reseller.
The customer had sent the receipt for proof of purchase which indicates that the...

product was "Sold By: Warehouse Deals, Inc" which is not an authorized seller, making this device not covered under the warranty.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Warehouse deals inc is a devision of Amazon selling items with packaging defects (new returned items) and used refurbished products. My band was sold as new in package with package damage. I connected with my old jawbone account then created a new account because I could not clear the old data. (Did not want weight and step info from over a year previous. I was told this made it appear the band had multiple users. when trying to get warranty honored I was informed by the rep this design breaks due to the open design making removal of product too variable. Sounds like a defect too me since you have to routinely remove band because it was downgraded from water proof to resistant.
Final Business Response /* (4000, 11, 2015/06/08) */
Our warranty states: "Warrantee: Jawbone issues this Warranty to a consumer ("Consumer" or "you") who buys a new, covered device from an authorized reseller. This Warranty cannot be assigned or transferred to any subsequent purchaser or user."
Please refer to: https://jawbone.com/warranty
As previously mentioned, the purchase through an unauthorized seller does not come with any warranty and when seeking any refund, customer should return to original seller.
Final Consumer Response /* (4200, 13, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good to know Amazon isn't an authorized seller, convineint.

Initial Business Response /* (1000, 6, 2015/06/29) */
The warranty has been supported as a warranty replacement has been provided when needed.
We have reached out to discuss warranty options with this customer, and discussed our eStore refund policy.
Our eStore comes with a 60-day return...

for refund policy, and when products are purchased from different retailers, the customer should return to the original seller if seeking a refund.
Our eStore policy can be found here: http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=...⇄ /> Initial Consumer Rebuttal /* (3000, 8, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid $117 for a cheap piece of rubber that only worked two months. Because I had to wait so long for Jawbone to replace the first band, and then the shipping time to get my second band, and then the additional time for Jawbone's response to the problems with the second band, of course the store where I purchased the product is not going to be able to do a refund now, as it has been too long! Jawbone was unjustly enriched, as I did not receive anything of equal value in return for the money I provided to them. That is the definition of a scam. I will be contacting the FTC and/or my attorney to file an appropriate complaint.
Final Business Response /* (4000, 10, 2015/07/15) */
The warranty has been fully supported for this customer, as when a hardware defect is determined, we can provide a replacement to the customer, which was done in this case.
Two exceptions were made for this customer as we shipped the replacement and covered the cost of shipping for the return by providing a label for the customer to ship their defective product back, along with providing an upgraded device. Our warranty states that when an RMA has been provided to the customer, the customer is to bear the cost of shipping their product prior to their replacement being shipped. In order to better this customer's experience, two exceptions were made.
To refer to this warranty, see here: https://jawbone.com/warranty
As previously mentioned, our eStore comes with a 60-day return for refund period, and when products are purchased from different sellers, it is best for a customer to return to that original seller when seeking a refund.
This eStore policy can be found here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
The warranty has been fully supported for this customer, and we are happy to continue to provide support this customer for the remainder of the warranty through our support channels.
Final Consumer Response /* (4200, 12, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my last response. Jawbone is a terrible company and the product is not worth the money. I was not able to get a refund from the original retailer because due to the lapse of 6 months from the original purchase date (mostly due to Jawbone's slow e-mail response and waiting 7 weeks for shipment of the replacement band), the retailer's refund time period had already lapsed, and I was only able to get store credit. It is unacceptable that CVS should bear the brunt of Jawbone's downfalls, as Jawbone definitely should not have benefited from the $117 that I paid for the product originally. No one should purchase any Jawbone product, either now or in the future, as the product is totally sub-par. It nearly amounts to unjust enrichment in that they benefited from the money I provided to them unfairly, as I received nothing but headaches and a waste of my precious time in return. I will be following up with a Complaint to the Federal Trade Commission, as I believe their business practices are not up to standard.

Initial Business Response /* (1000, 5, 2015/08/03) */
The warranty has been fully supported for this customer as a replacement has been issued when warranted. The last replacement being an exception to our warranty in order to fulfill the warranty for this customer.
Our warranty can be found...

here: https://jawbone.com/warranty
Our eStore comes with a 60-day return for refund period, and when products are purchased from a different seller, we recommend returning to the original seller when seeking a refund.
Our eStore policy can be found here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid $160 for a product that I expected to work that never lasted beyond 2 months. They've had to replace it 4 TIMES and each successive replacement has also lasted no more than 2 months. Looking on both the Revdex.com site as well as at other locations online, my story seems to be very consistent with other experiences. Clearly this company has produced a series of defective products and consumers are being led on into replacements. Had I known this after the first time the device stopped working I would have immediately requested the refund, but they kept assuring me that they would replace the band with a working model and I kept wasting my time on the phone, waiting for a new model to arrive in the mail (at one point I waited for 6 weeks for a replacement!) and the end result was always the same. How many similar stories need to be told of their defective products and their poor business practices before they're held accountable? And the fact that they call the last replacement an "exception" to their warranty is laughable.
Final Business Response /* (4000, 9, 2015/08/21) */
As previously mentioned to the customer, the warranty has been fully supported.
As a newer product was presented when a replacement was needed most recently, this exception was presented due to not having available replacement stock of the product originally purchased.
As found in our warranty, loss of use during the period that a device is being repaired is an exclusion to this warranty. While we had decided not to repair the customer's product, but replace the device and replace it with a newer model, that time lost is an exclusion to our warranty.
As the warranty has been fully supported, we have and will continue to support the product that the customer currently has for the remaining warranty period.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After four failed devices that they continue to send me and continue to work for only 2 months at a time, they clearly have a defective product that I have no intention of continuing to wast my time on. Again, why do so many of their customers both on this site as well as other user forums and blogs have similar stories and complaints of replacements? I'll continue to argue that they are wasting my time with repeated replacements of a product that clearly does not work and I will continue to argue for a refund. As for their argument that they supported their warranty; I never would have agreed to the initial replacement had I known that I would need to have it replaced three additional times. I would have demanded my money back immediately. I will not waste any more time sending back defective bands and waiting to receive back defective bands! It's ridiculous.

Initial Business Response /* (1000, 5, 2015/11/16) */
The warranty has been fully supported for this customer. This customer contacted our Customer Care team via email on September 25th and received a response the same day. As with any of our products, all troubleshooting must be exhausted prior to...

processing a replacement. When a replacement is issued, the shipping address and phone number are both needed for shipping fulfillment purposes.
The replacement for this customer was shipped in advance as an exception, as our warranty asks the customer to ship the product back to us first at their own cost. We shipped the replacement to the customer first and provided a pre-paid shipping label to return the original product back.
As mentioned, the warranty has been fully supported for this customer. Our jawbone.com eStore comes with a 60-day return for refund window, and when purchasing the product from a different original seller, we recommend returning to that original seller if seeking a refund.
Our warranty can be reviewed here: https://jawbone.com/warranty
We are not moving forward with this customer's desired resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Jawbone continues to ignore the core part of my complaint and what the true issues were. To summarize what my complaint was:
1. Jawbone customer service on several occasions directly ignored the body of the emails I wrote. This included Jawbone asking for my address and telephone number at least 8 times (counting phone calls) after I provided it on September 25th at 6:02PM EST.
2. It took Jawbone customer service from September 25th to October 13th to process the warranty exchange. It was only processed after I asked for my money back 3 times.
3. Jawbone customer service refused to provide a way to directly contact a supervisor and ignored my requests for this.
4. When I finally did talk to a supervisor ([redacted]), I was denied a cash refund due to a system upgrade.
Before Jawbone responds to this again, I would challenge them to do their due diligence and review all the email messages and phone conversations between myself and Jawbone from September 25th through my conversation with [redacted] on November 2nd. The experience I had with Jawbone Customer Service cannot be described my anything less than insulting.
Furthermore, I requested to speak to someone at Jawbone corporate who could have an intelligent conversation about everything that went wrong with my experience. This could have been easily avoided and Jawbone needs to hear this feedback to solve this systematic issue. Nowhere in Jawbone's response to this complaint did they acknowledge this part of the request, nor did they explain why this part of the resolution would be denied. To me, this shows that my experience with Jawbone customer service was symptomatic of a larger issue. I would still like this conversation along with the refund. If they are refusing this conversation, I feel that they should explain why this part of the resolution was denied.
Final Business Response /* (4000, 9, 2015/12/04) */
As was previously mentioned the warranty has been fully supported for this customer. We have processed a warranty replacement for this customer as replacing the device was warranted given the original product no longer maintaining it's warranted functionality.
As found in our warranty, the loss of time during the period the product is being repaired/replaced is not covered under this warranty.
Our Customer Care team is available and happy to help at 1-800-JAWBONE should this customer experience any trouble with the product maintaining it's warranted functionality moving forward.
Final Consumer Response /* (4200, 11, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm very disappointed that Jawbone continues to ignore what my complaint actually was. If they would've taken the time to actually read what I've written, they would understand that I am not complaining about the warranty exchange policy or the fact the device broke in the first place. My complaint was 100% around the service I received in the excessive number of interactions with thier customer care team. The core of my complaint was that their customer care team would not read, nor would they adequately respond to, what I actually wrote in the body of the emails I sent them. Their response to my complaint here shows that this is a systematic issue throughout the organization.
To make matters worse, they throw salt in the wound by referring me to the same customer service team that so poorly handled my warranty exchange in the first place! That is nothing but insulting to me as a customer.
If Jawbone continues to blatantly ignore my complaint, maybe I should start posting the emails online to warn people about the service they'll receive from that customer care team.

Initial Business Response /* (1000, 5, 2015/08/05) */
In our most recent support case for this customer, we had advised the customer that they are located in an area where the retailer/distributor supports the warranty as we do not provide warranty support to that country.
For warranty support...

when a replacement is needed, we have recommended this customer return to the original retailer to receive a warranty replacement.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
Thanks for your support.
But I do not have anyone living in the country which Jawbone provides warranty.
And also to return the product to the retailer will cost a lot inclusive of shipping charges and customs duty etc.
So there is no point in spending money to make use of warranty.
It is not a very good solution.
A Middle ground could be that they can send me a replacement in India on Cash on Delivery basis for freight charges.
Pls advise.
Thanking you,
Final Business Response /* (4000, 9, 2015/08/24) */
As previously mentioned the customer is located in country where the retailer/distributor supports the warranty. Moving forward it will be best to contact and process this request with them. We do not support the warranty where this customer is located.

Initial Business Response /* (1000, 5, 2015/06/12) */
This has been resolved with an agreed upon resolution. The warranty has been supported and customer is using the replacement product.