Jawbone

Initial Business Response /* (1000, 5, 2015/07/22) */
The customer was provided an exception to replace the previous product due to available stock. While we work to maintain replacement stock when a warranty replacement is needed, when that is not available we look to provide available...

alternatives.
Our eStore comes with a 60-day return for refund policy, and when outside of the timeframe we continue to support the remaining 1-year warranty, as well as provide support for those outside of warranty. When a product was purchased from a different seller, it is best to return to the original seller if seeking a refund.
Information about our eStore policy can be found here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had originally purchased the tracker from an outside retail store. They would not accept the return as it was outside of their return date policy.
As a compromise for all of the headache and aggravation this has caused, I would accept the Jawbone 3 as a replacement for my original Up24 that is no longer being manufactured, and for the non working Jawbone 2 that you had auto shipped to me as the original replacement. I feel that is more than a fair deal for both of us.
Final Business Response /* (4000, 9, 2015/08/03) */
As previously mentioned the warranty has fully been supported by providing a replacement when warranted.
The customer has already been informed of the available warranty options within the most recent support case as well.
For reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what you are saying about your warantee, but I still have two broken devices and instead of replacing it with the jawbone 2, I am politely requesting to be upgraded to the Jawbone Up3- as that is the comparable product price wise. It is matching about what I paid for my discontinued Jawbone Up24, unlike the Jawbone 2 that was automatically sent to me that 1. Does not work & 2. Is significantly cheaper (both in quality and price).
As a consumer, and a small business owner, I am truly surprised that you would not be more proactive with customer retention and satisfaction.

Initial Business Response /* (1000, 5, 2015/04/15) */
A replacement UP24 band was delivered on 4/9 for this customer.

Complaint: [redacted]I am rejecting this response because: I have the saved copy of every email sent and received so they are failing to disclose the months of interaction inbetween. Which is why it irritates me that a refund or replacement of the device wasn't even offered for MONTHS. They are using proof of purchase as way to get out of having to offer any additional help. The device worked perfectly for the first 2 months so I never imagined I'd need to keep the receipt. It is unacceptable that they aren't willing to go above and beyond in special situations. I don't even need a new device I've already offered to send mine back for inspection and was still shot down. Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/12/04) */
The warranty has been fully supported for this customer. As mentioned to the customer in their support case, we no longer have the specific size/color of the customer's original product because this is a product that is several years old.
We...

have completed the warranty claims process by replacing the customer's device with a newer model. This product has the exact same warranted functionality as the customer's previous product, and the customer is referring to supplemental features of the product.
We will not be moving forward with this customer's request. For reference, our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (2000, 8, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Band has been replaced with a newer model that provided the functionality I had with my original band.

Initial Business Response /* (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 /* (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 work. There is no product without software. They basically are saying they only warranty a piece of rubber, that being the bracelet. Their response is unacceptable and shows they have no regard for the consumer.
Final Business Response /* (4000, 9, 2015/06/23) */
As previously stated our warranty covers a new physical Jawbone hardware device. Uninterrupted and error-free software is an exclusion to the warranty. We have released an app update to resolve the issue the customer has been experiencing.

Initial Business Response /* (1000, 6, 2015/06/29) */
The warranty has been fully supported when needed.
Products purchased from our eStore have a 60-day return for refund policy.
eStore policy has already been discussed with customer, and when products are purchased from different...

retailers, customer should return to the original seller when 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.)
Not sure what they are talking about. I was not contacted as they say I was in their response. They are lying in their responses--- just shows the kind of company they are.
I was scammed with their cheap and flimsy products and never was given what was promosed when I purchased. I want a refund.
There are definity enough people on here with complaints, and I think a Class Action Lawsuit would be appropriate.
Final Business Response /* (4000, 10, 2015/07/06) */
As previously mentioned, our eStore comes with a 60-day return for refund policy, and returning to the original seller is recommended when seeking a refund.
Our eStore policy can be found here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
Our warranty has also been fully supported, as a replacement was shipped and delivered to the customer when needing. This was two different exceptions, as our warranty states when an RMA has been processed, the original product is to be shipped by the customer at the customer's cost prior to the replacement shipping. We provided this customer with an advanced replacement, by shipping the replacement to the customer first, as well as providing an alternative due to not having the replacement stock available of the customer's original product, this was also an exception to our warranty.
To reference our warranty, see here: https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/07/30) */
The customer has been informed that her refund has been processed and that she should expect the funds to be credited back to her account within 5-7 business days.
In locating the systematic error that occurred, this has since been corrected...

after gathering the necessary order information.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is too bad that I had to resort to contacting the Revdex.com to get this handled. Quite frankly, I don't think they would have given me my money back if I hadn't contacted you. I wonder how many more people have given up, as this has been a very long and cumbersome process.
Bottom line--I will not buy anything from Jawbone again.
Thank you for your help.

Initial Business Response /* (1000, 5, 2015/10/26) */
The warranty has been fully supported for this customer, and on multiple occasions, this customer has been informed of reported issues this customer has mentioned will involve fixes within the UP app and not the actual band the customer has....

With these software issues the customer has described, this is not covered under warranty, as we do not cover error-free software during the 1 year warranty.
We have provided a replacement for this customer and will continue to support the remainder of the warranty, but will not issue a refund for this customer. Our eStore comes with a 60-day return for refund window and when purchased from a different original seller, it is best to return to that specific seller if seeking a refund.
For reference, our warranty can be found here: https://jawbone.com/warranty

The warranty has been fully supported for this customer. As found in our warranty, whenever a product no longer maintains the warranted functionality within the 1 year warranty, the replacement product receives the remaining warranty coverage or a 90-day service warranty, whichever period is longer....

This is standard warranty coverage and the customer has been correctly informed their warranty coverage has expired. We recommend the customer review the warranty coverage that is provided with our products. This warranty can be reviewed here: [redacted]We fully understand what the customer is requesting and we will not be moving forward with their requests.

Initial Business Response /* (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 /* (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 back. I'm done with this incident. Jawbone is the worse company I've ever dealt with. And I know customers threaten this all the time, but I never have; but I will never do business with them again. This whole expierence has been a farce!!
Final Business Response /* (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 /* (1000, 6, 2015/07/06) */
We are happy to continue to support the warranty in resolving this matter with a replacement.
Our eStore has a 60-day return for refund policy for products purchased directly through our eStore. For products purchased from different...

retailers/sellers, it is best to return to the original seller if seeking a refund.
To reference our eStore policy, see here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
Initial Consumer Rebuttal /* (2000, 8, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally, after over 2 months, Jawbone sent me a replacement band. It was frustrating that it took this long to get my warranty replacement and I am wary of whether this will last any longer than the first, but for now the problem is resolved.

Initial Business Response /* (1000, 6, 2015/07/23) */
The warranty has been fully supported for this customer as a replacement was provided when needed, and an exception was made for this customer as well.
As mentioned within the most recent support case for this customer, our eStore comes with...

a 60-day return for refund period, and when purchased from a different seller, we advise returning to the original seller when seeking a refund.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable response. It does not make sense considering they received the original item they are claiming I should have returned to under armour. They should have told me to do this to begin with instead of exchanging it. I have now gotten rid of the item because this was going nowhere. Good riddance. And I'm just glad to have added another complaint to the lengthy list of complaints for Jawbones customer service.
Final Business Response /* (4000, 10, 2015/08/03) */
As previously mentioned, the warranty has been fully supported for this customer and we are happy to continue to provide warranty support in the future when needed.
Our warranty can be found here: https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/07/27) */
The warranty has been fully supported as a replacement has been issued when warranted. An exception was provided to this customer and was declined.
To reference our warranty, see below:
https://jawbone.com/warranty
Our eStore comes...

with a 60-day return for refund policy and when a product has been purchased from a different seller, we advise to return to that original seller if seeking a refund.
To reference our eStore terms, see below:
https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What "exception" do you reference when you claim: "An exception was provided to this customer and was declined?"
I was never offered anything other than another replacement Jawbone Up24, and then another, and another, and another.... I asked for a refund on one occasion and was told I was not eligible for one. Then, on another occasion, I was told I am eligible for a refund, however it must be within the first 60 days AND must be requested from the re-seller, not Jawbone.
Conflicting refund information from your Customer Service representatives, 5 replacement devices, and not a SINGLE device worked for more than a few weeks.
The warranty has been supported for a terrible product that has broken and required replacement 5 times.
I was sent, yet ANOTHER, replacement. This replacement device being your newer model of the device, supposedly having resolved the battery issue previously experienced in earlier models (as your Customer representative claimed). The newer model device broke within 2 weeks and resulted in this Revdex.com claim due to fundamentally flawed products, consistently breaking, and not a single replacement device resolving the underlying faulty battery issue.
At this point, I question whether JawBone even has any quality control at this point.
Final Business Response /* (4000, 9, 2015/08/21) */
As previously mentioned, the warranty has been fully supported.
A newer product was presented to the customer as an option, as our warranty supports like-for-like replacements, we offered a newer model as an alternative due to not having available replacement stock for the product that was originally purchased.
As mentioned to the customer within the support case, our eStore comes with a 60-day return for refund window, and when products are purchased from a different original seller/retailer it is best to return to that seller when seeking a refund.
Final Consumer Response /* (4200, 11, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The device was purchased through Amazon, which only has a 30-day warranty period. The device did not malfunction (the first time) within 30-days, so I was unable to return the device to Amazon. Amazon informed me to contact the manufacturer to support a refund, due to receiving a defective device.
The supported warranty by Jawbone has provided me with 5 replacements for the 4 malfunctioned devices. I am currently on my 5th Jawbone device. The problem is not receiving a replacement for said malfunctioning devices, but rather the underlying fact that ALL replacement devices I am sent CONTINUE TO MALFUNCTION. How can you even stand behind a product that must be replaced 5 times for the exact same defect and then refuse to offer a refund?
All 5 batteries have simply stopped working, resulting in me having to spend time filing warranty claims with Jawbone, waiting weeks/months to receive a replacement, sending back the broken device, setting up my device (again) only to have it malfunction shortly afterwards, again. I spend more time troubleshooting devices and speaking with Jawbone customer service than I have actually used the device(s). What does that say about the quality of your products?
I have not had a working device for months and each replacement device I am sent from Jawbone breaks after a few weeks. Sure, I can send in my broken device for yet ANOTHER replacement (5th), but then I'll be sent another defective device and waste more of my time until the warranty runs out and then Jawbone refuses to support my claims because it's out of warranty.
The sheer number of times I've had to receive a replacement device should be more than enough proof that the product is faulty and a refund should be provided, regardless of the 60-day window (which I was never informed of until after the fact).
If Jawbone truly values it customers & stands behind its products, even in the slightest bit, they would issue a refund for this defective device and stop forcing me to receive replacement, defective devices for the remainder of the warranty period, at which point I will likely be ignored and told the warranty has expired and they are unable to do anything about it.

Initial Business Response /* (1000, 5, 2015/12/04) */
Customer Care contacted customer and offered a replacement tracker which the customer accepted.
Our Jawbone.com eStore comes with a 60-day return ford refund window, and when our products are purchased from a different seller, it is best to...

return to the original seller if seeking a refund.
We will not be proceeding with the customer's request.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business mislead me and did not send promised replacement item. I have contacted them three times and each time they have said they would either have a supervisor call me back to follow up or I would be emailed tracking details for the shipment of the device I was told I would be receiving as a "replacement" (which is still not satisfactory in my opinion as it is of lesser value/quality than the item I originally purchased) but neither has happened in the past 2 weeks. This company is working under fraudulent business practices and completely lying to customers in selling them cheap and faulty products that continually break and then failing to follow through on their customer service. I would like my money back so I can buy from their competitor as the product should not break three times in 11 months simply by wearing it and charging it per their usage instructions. If you view their social media accounts you will see multiple similar complaints of disrespectful and poor customer service as well as shoddy products that continually fail to function as advertised. This us unacceptable as a consumer.
Final Business Response /* (4000, 9, 2015/12/22) */
As previously mentioned, the warranty has been fully supported for this customer. This customer can review the warranty provided to them at https://jawbone.com/warranty.
We are not moving forward with this customer's request.
Final Consumer Response /* (4200, 11, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I realize at this point the business is not going to do anything to make this right nor will they deliver on the promises their customer service team made. I feel they are misleading people who are paying for their products - yes, I am aware of the warranty. But a product should not break three times within 11 months of it being purchased if it is being used as specified by the instructions. I know I am not the only customer who has had these issues - their reputation proceeds them. It is a shame they get away with stealing money from customers.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/06/25) */
We have a specific support department that handles BodyMedia support and will further investigate this claim and follow up with further details.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
The response of "we will investigate and follow up" yielded no further communication or result. Today is the last day for me to respond to you and given that the refund has not been issued back to me and I have not received further communication on the issue.
Final Business Response /* (4000, 9, 2015/07/23) */
As we had purchased BodyMedia, a separate department handles the support for BodyMedia requests. This customer's information has been provided to that department and they will be reaching out directly to support this customer shortly.

Complaint: [redacted]I am rejecting this response because: what exactly would they plan to do if it was a gift with no receipt?  It's a disgraceful company. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
The warranty replacement process has been completed for this customer, as originally instructed the fastest way for completing a warranty replacement process is for the customer to document their tracking number for returning their product. The...

tracking number on their replacement order verifies that their replacement was delivered to the customer via FedEx on Thursday 1/14/16.
This customer can follow up to our Customer Care team with any additional questions, concerns or feedback.

Initial Business Response /* (1000, 5, 2015/06/29) */
Warranty has been supported and we have come to a resolution with this customer as an exception.

Complaint: [redacted]I am rejecting this response because:  your agents have not communicated with me in weeks. your phones are turned off. I have not received an email reply. I send you emails weekly asking for any information. while what you are doing to me may be legal, it is certainly not ethical, nor Profesional . I am not asking a lot. I just want my replacement big jambox. With the effort you put into blowing me off when I filed a claim with the Revdex.com, you could have packaged up my speaker and put it in the ongoing mail. you have now had it for 9 weeks. originally I was told it would be shipped out within 2 days. I don't believe what I am asking is unrealistic. please return to me what is mine
 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
The warranty has been fully supported for this customer, as when a replacement was placed when warranted. The customer has been informed of this and will be receiving a shipment confirmation email when her replacement ships.
To reference our...

warranty, see here: https://jawbone.com/warranty
Our eStore comes with a 60-day return for refund period, and when purchased from a different seller, we advise returning to the original seller when seeking a refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me an email stating that a replacement Up 2 will be sent as the Up 24 is no longer available. However, I have received an email like this before and never received the replacement. I believe that was because the Up 24 was no longer available. They did not tell me this until I asked why I had not received the replacement. Now the warranty timeframe is in question. Therefore, I do accept the replacement as the resolution, but I don't want this case closed until after I actually receive the working replacement. Does that make sense to everyone?
Final Business Response /* (4000, 9, 2015/08/03) */
As the warranty has been fully supported by providing a replacement to the customer when warranted.
Our support team is available to assist with any support needed. As previous mentioned, when seeking a refund, we recommend returning to the original seller.
For reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have not received the replacement yet. As I have been to this point before where they said they shipped a replacement and did not ( believe it was due to a product change - given the benefit of the doubt), I will wait until I actually receive it to accept their response.