Jawbone

Initial Business Response /* (1000, 7, 2015/06/03) */
We made an offer for appeasement which included two options. The customers ask right now is for an incremental appeasement, this cannot be done as an offer has been accepted and received. At no point were we providing an additional offer, this...

has been clarified several times. We have also shipped the original ordered product.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have all of the records, and I have also provided specific dates and conversation points. I am not asking for an incremental appeasement, I was OFFERED one well after being notified of your "two options." Being OFFERED an "appeasement" was separate and apart from any other previous offers you made. You have the records, you even verified that this individual did make an addition offer beyond the original, but now you just won't honor it. A company that is wrong, will not admit it, and sweats over this nominal amount of money should be ashamed.
Final Business Response /* (4000, 11, 2015/06/23) */
This has been taken care of as customer will see the funds credited to his account within 5-7 business days depending on his financial institution.
Final Consumer Response /* (2000, 13, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/12) */
A resolution has already been provided to this customer and the customer received a shipping confirmation email regarding package with replacement.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/18) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
I Accept the response since they shipped me a replacement product.

Initial Business Response /* (1000, 9, 2015/06/24) */
As mentioned within the previous case, the warranty was fully supported by issuing a warranty replacement when necessary.
Our eStore has a 60-day return for refund policy, and when are products purchased from different retailers it is best...

to return to the original seller when seeking a refund.
This eStore policy can be found here: http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=...⇄

Initial Business Response /* (1000, 7, 2015/06/23) */
Customer's data and account deletion request has been expedited and processed, will be complete within 48 hours.
When seeking a refund, it is best to return to the original seller. Our eStore has a 60-day return for refund period when...

purchased from our eStore.
This eStore policy can be found here: http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=...⇄ /> Initial Consumer Rebuttal /* (3000, 9, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today is July 9th. I am still receiving emails from your company, even though I have unsubscribed several times. This proves that you did not delete my date or accounts. It is many days beyond your guarantee that my accounts and information would be deleted within 48 hours of June 23rd. I need information on placing a formal complaint against Jawbone for failing to delete my information and accounts after numerous requests.
Final Consumer Response /* (3000, 14, 2015/08/14) */
The consumer indicated he/she DID NOT accept the response from the business.)
As in the past, they have responded to the Revdex.com stating they have resolved the issue when in fact they did not. I will not accept this response or proposal until the issue is truly resolved. This has been ongoing and frustrating.
Final Business Response /* (4000, 16, 2015/08/31) */
As previously mentioned, we are working to resolve this and will be reaching out to the customer when completely resolved.

Initial Business Response /* (1000, 5, 2015/07/06) */
As mentioned within this customer's most recent support case, our warranty supports any and all manufacturer's defects, however loss is not covered under our warranty.
To reference our warranty, see here:...

https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACEPT THEIR RESPONSE AS VALID RESOLUTION, NOR DID THEY ADDRESS MY ISSUES THAT WERE SUBMITTED VIA Revdex.com.
AS STATED PREVIOUSLY, JAWBONE UP3 (AND THEIR OTHER MODELS THAT HAVE A SIMILAR RETENTION ON THE WRIST) IS A DEFECTIVE PRODUCT (COST ~$180.00) IN THAT IT'S RETENTION BAND DOES NOT SECURE (THE RETENTION SHOULD BE SIMILAR TO A REGULAR WATCH BAND)THE EXCERCISE BAND SO THAT IT CANNOT BECOME UNATTACHED AND LOST WHEN ONE IS ACTIVE OR EXERCISING.
THIS IS A DEFECTIVE PRODUCT, AND THE ISSUE IS NOT A WARRANTY CONFLICT, BUT SHOULD BE IF THE COMPANY ACTUALLY BELIEVES THAT THE CLASP IS A SECURE MECHANISM, TO BE USED DURING PHYSICAL ACTIVITY, WHICH IS A GREAT PART OF WHAT THIS PRODUCT IS DESIGNED TO DO.
FOR A "MIDDLE GROUND" OFFER , I SUGGEST THAT JAWBONE MAKE A PUBLIC DISCLAIMER THAT THEIR PRODUCT MAY NOY BE SECURE ON THE PERSON'S WRIST; OR THEY ISSUE A RECALL TO REPLACE THE UNSECURE RETENTION MECHANISM BAND WITH ONE THAT PROVIDES A SECURE ATTACHMENT.
ANY REASONABLE PERSON OR COMPANY HAS TO UNDERSTAND THIS ISSUE WITH THE PRODUCT RETENTION, BUT JAWBONE, RESPONDS WITH: IT'S NOT COVERED BY WARRANTY, BUT WE WILL GIVE A DISCOUNT ON A NEW DEVICE FOR YOU, ALTHOUGH, WITH THE SAME LACK OF SECURITY. SORRY, BUT I WAS NOT BORN YESTERDAY.
THE COST TO JAWBONE, FOR DOING THE RIGHT THING IS NOTHING COMPARED TO THE BAD PUBLICITY, WHICH APPARENTLY THEY ARE GETTING PLENTY OF , FOR VARIOUS REASONS.
I WILL BE HONEST WITH ALL OF MY FRIENDS AND ACQUAINTANCES REGARDING JAWBONE. THEY ARE NOT INTERESTED IN ANYTHING BUT THE INITIAL SALE OF THEIR PRODUCT AS EVIDENCED BY MY AND OTHERS COMPLAINTS.
WHAT GOES AROUND , WILL COME AROUND. TOO BAD FOR POOR JUDGEMENT ON PART COSUMER RELATIONS OF JAWBONE! A LESSON LEARNED TOO LATE!
Final Business Response /* (4000, 9, 2015/07/23) */
As previously mentioned, the warranty has been fully supported for this customer, as lose is not covered under warranty.
Our warranty can be found here: https://jawbone.com/warranty
The resolution provided was an exception, as lose is not covered under warranty, we offered the customer a resolution that was an exception to our warranty.
Final Consumer Response /* (4200, 11, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT JAWBONE'S RESPONSE AS A VALID RESOLUTION, AS THIS WAS A DEFECTIVE WRIST RETENTION PROBLEM, AND ALTHOUGH, NOT LISTED IN THEIR WARRANTY. MANY PROBLEMS THAT ARISE TO CONSUMERS MAY NOT BE ANTICIPATED BY MANUFACTURERS AND UNKOWN TO CONSUMERS, AND THEREFORE NOT LISTED IN ORIGINAL WARRANTY'S.
AS A SERVICE TO ALL CUSTOMERS, PAST, PRESENT, AND FUTURE, JAWBONE NEEDS, AT MINIMUM,TO MAKE A PUBLIC DISCLOSURE THAT THEIR UP3 AND OTHER SIMILAR "EXERCISE" DEVICES ARE NOT SECURE WITH THE CURRENT WRIST BAND THAT COMES ON THE DEVICE; THEREFORE NOT ONLY CAN THE CLASP BECOME DISLODGED, BUT THE ENTIRE DEVICE CAN BECOME LOST WITHOUT THE WEARER'S KNOWLEDGE; WHICH IS NOT COVERED BY THEIR WARRANTY; NOR DO THEY SEEM TO HAVE ANY CONCERN FOR THAT PROBLEM. HAVE THEY EVER CONSIDERED A REDESIGN/OR ADDITION TO THE BAND FOR BETTER SECURITY?
TO OFFER A $45 DISCOUNT ON ANOTHER $179.99 DEVICE,
FOR A PRODUCT "DEFECT" WOULD NOT BE ACCEPTABLE TO ANY REASONABLE THOUGHT PROCESS. THE SAME PROBLEM CAN MERELY BE REPEATED; WITH ANOTHER LOST DEVICE.
IT IS OBVIOUS, JUST AS OTHER SIMILAR COMPLAINTS TO JAWBONE, THAT THEY ARE NOT INTERESTED IN FIXING THE REAL PROBLEM, THE POOR DESIGN OF THE DEFECTIVE BAND.
IF JAWBONE IS INTERESTED IN FIXING THEIR DEFECTIVE BAND.....LET'S HEAR THEIR COMMENTS ON THAT SPECIFIC PROBLEM... NOT THAT THIS ISSUE IS NOT COVERED BY A WARRANTY. IF THE BAND WAS NOT DEFECTIVE, THERE WOULD NOT BE AN ISSUE WITH THE DEVICE BECOMING LOOSE AND FAILING OFF YOUR ARM, AND SUBSEQUENTLY LOST!
SO HOW DOES JAWBONE FIX THIS PROBLEM? MOST WOULD LIKE TO HEAR COMMENTS REGARDING THE UP# WRIST SECURITY, NOT JUST DIRECTING CONSUMERS TO THEIR WARRANTY WITH NO OTHER COMMENTS ON WHAT WAS ASKED OF THEM IN A COMPLAINT.
WHAT HAS OR WILL JAWBONE DO TO FIX THE PROBLEM WITH THE WRIST RETENTION SECURITY OF THEIR EXERCISE BANDS? NOTHING?? THAT IS WHAT IT APPEARS...AT LEAST, AT THIS TIME.
IF THEY WILL NOT CONSIDER REDESIGN, OR COVERAGE FOR LOST DEVICES, THEN CERTAINLY THEY SHOULD DISCLOSE THE PROBLEM TO CONSUMERS SO THAT THEY KNOW THE HIGH POTENTIAL FOR LOSS OF THEIR EXPENSIVE DEVICE, PRIOR TO PURCHASE.

The customer has been provided correct information regarding the process of their warranty replacement. 
 
The customer has provided a tracking number that is not found in USPS system for multiple days, and therefore cannot be locate where their package is or when/if it will be returned...

to our warehouse. The customer has stated in their email that the package they attempted to ship to our warehouse and the package cannot be located. 
 
This customer can follow up with our Customer Care team if there are any further questions, but no action will be taken regarding this claim.

Initial Business Response /* (1000, 5, 2015/05/28) */
We've located case and will reach out shortly.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has little to no respect for the products they...

are producing or the consumer that purchases them. The company is more worried about having you buy into an upgrade for more money then to replace the product in a reasonable time frame. I would even be happy with a voucher to a retail store and have it replaced in a couple days opposed to a few months. My over all concern is that the product will malfunction again and they only replace the the product once. Which kind of tells me the product is junk if jawbone isn't standing behind it 110 percent. That's the main reason I'd like a refund so that I can invest the funds in a product a little more reliable.
Final Business Response /* (4000, 9, 2015/06/17) */
We had previously come to an agreed upon resolution of a warranty replacement.
As stated in our eStore policy, we have a 60-day return for refund policy, this policy can be found here:
http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=...⇄ /> We advise returning to the original seller when requesting a refund.

Initial Business Response /* (1000, 5, 2015/09/15) */
The warranty has been fully supported for this customer, as in order to process any warranty replacement, all troubleshooting must be exhausted.
As with all Jawbone products, we provide a 1 year limited warranty and our Customer Care team is...

happy to assist by providing troubleshooting and reviewing the available warranty options. Our Customer Care team is available through our normal support channels.

Initial Business Response /* (1000, 5, 2015/08/05) */
The warranty and eStore policy has been fully supported for this customer.
The customer placed an order on our eStore, and the product was delivered to the customer and began being used/syncing to the customer's account on 5/20/2015.
The...

customer reached out to us regarding an issue with the product and a replacement was sent and delivered to the customer on 6/22/2015. The replacement was activated and began syncing to the customer's account on the same day.
On 7/25/2015, the customer reached out to us regarding experiencing an issue with the replacement product and then on 7/26/2015 requested a refund.
With the product being received and starting to be used on 5/20/2015 and then requesting a refund on 7/26/2015, this is outside of 60 days and outside of the 60-day return for refund policy of our eStore.
With the warranty and eStore being fully supported for this customer, the customer has been informed of this information. We will look to reach out within the most recent support case to further discuss this matter.