Jawbone

Initial Business Response / [redacted] (1000, 7, 2015/06/19) */ We have reached out to this customer and are awaiting a response from the customer to further discuss resolutions

No action will be taken on this claim Our Customer Care team only supports customers through standard support channels, which does not include the Revdex.comOur Customer Care team responds to customer support cases in the order in which they were receivedIf this customer has an open support case, our Customer Care team will be reaching out as soon as possible Based on the customer's concerns, we recommend the review the warranty provided with our products, which can be found here: [redacted] Additionally, our jawbone.com eStore comes with a 60-day return for refund windowWhen a customer purchases a Jawbone product from a different seller, the customer needs to return to the original seller for more information about returning the product for a refund If there are further concerns/questions from this customer, they are welcome to follow up with our Customer Care team at: [redacted] To reiterate, no action will be taken on this Revdex.com claim

Initial Business Response / [redacted] (1000, 6, 2015/10/26) */ The warranty has been fully supported for this customer Our most recent contact included reaching out to the customer to further discuss his case, and the customer answers the phone to demand an exception that is not a part of our warranty and then hung up on our Customer Care team who has attempted to assist this customer As with any warranty replacement, all troubleshooting must be exhausted prior to issuing a warranty replacement, the customer refused these steps of standard warranty procedureWhen continuing to follow standard warranty procedure by asking the customer to provide proof of purchase, customer was unsure if he had access to thisWith the product the customer owns being several years old, we no longer sell this product, but continue to support the remaining warranty coverage As the customer mentioned in their desired resolution, while our warranty states it is at our option to repair the customer's device, or replace it with a new or refurbished product at our own discretionWhen this cx was sent a replacement, we sent a new product to better this customer's experience with the product Most recently, an exception was positioned for this customer with the replacement process by shipping the replacement to the customer firstOur standard warranty procedure calls for the customer to ship their current product to us first at their own cost prior to shipping the replacement band to a customerThis was an exception we made to process and ship the replacement first with a pre-paid shipping label as well to cover the cost of shipping the current product to usThis was an exception that was positioned to the customer So, as there have been several exceptions made for this customer, if this customer would like to further discuss anything related to our warranty, they are free to contact our Customer Care team as standard procedureFor reference, this customer can locate our warranty here: https://jawbone.com/warranty Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please be informed that I absolutely did not hang up on the representativeAt the end of what was a very frustrating discussion I told the representative that we have nothing further to discuss, she said goodbye and we both hung upTherefore, the representative is lyingWith regard to my demanding "an exception that is not part of our warranty" that is also a lieThe 90-day warranty copied here is quite clear "We've verified the warranty coverage on your UP Fitness Tracker, and have everything we need to process the exchange for a one time exception of a Large Onyx UP band [redacted] Please remember that your band with be covered under a day warranty." As stated before , the replacement worked for less than a monthTherefore, under the terms of the 90-day warranty (which is still in effect) Jawbone is obligated to replace it with an identical deviceJawbone has refused to honor the warranty The statement that I refused the troubleshooting steps is yet another lieOn October 15, I spent a long time on the phone with Patrica in which we went through several troubleshooting steps, all to no availAt the end of this conversation she refused to honor the warranty and offered me a discount coupon which I refusedThis is documented here "Hi ***, Thanks for calling in todayIf you change your mind about the discount code please do not hesitate to contact us and we would be happy to send it to you! If you have any questions or need any assistance in the future, please visit www.jawbone.com/support, reply here or give us a call at the number belowAny one of our representatives will be happy to help Your case number for this contact is XXXXXXXX Thanks again, [redacted] I hope you have a great day [redacted] Jawbone Customer Care 1-800-JAWBONE / X-XXX-XXX-XXXX Monday - Sunday, 6AM-7PM (Pacific) ref:_ [redacted] :ref" With regard to providing proof of purchase, Jawbone requested that I send them the purchase receipt which I no longer haveI told the representative that I have the boxWhy can't that serve as proof of purchase? The device is not "several years old"It was purchased two years agoDuring that time it was replaced four times because the device stopped workingFor three of the four times I was told by the representative that the one-year warranty begins again from the time the replacement is received [redacted] denied thisDoes this mean the representatives I spoke to previously were lying? It is interesting that Jawbone claims that it sent me a "new" productYet this "new" product lasted less than a month!! Astonishing The statement that " Our standard warranty procedure calls for the customer to ship their current product to us first at their own cost prior to shipping the replacement band to a customer." is contrary to my experience with the four previous replacementsThis I documented in the e-mail copied here "To Whom It May Concern: I find the statements in the second paragraph quite curiousIt is contrary to the fact that for each of the four previous replacements I received the replacement before I returned the defective deviceTherefore you are not doing me any favorsThis is a sad commentary on Jawbone." I am closing by copying one of the more that negative reviews of this product on Amazon.com with some comments by other personsThis review, similar to my experience, speaks for itself "out of stars Two (now FOUR!) Ups down, no refund, May 21, By [redacted] This review is from: UP by Jawbone - Medium - Retail Packaging - Onyx (Discontinued by Manufacturer) (Wireless Phone Accessory) What a cool premise! Everything the Up was supposed to do appealed to me I got my first one a bit over months agoIt was awesomeUntil it stopped workingWell electronics aren't foolproofSo I informed them of my experience and they said they'd send a replacementWhile I was waiting for it to arrive I mentioned that I expected the day return policy would reset with my new band, but I was told it did notI thought that was oddI would expect to get two months of uninterrupted service to decide if I wanted to keep it, but that clearly is not their policy Now as of yesterday my second band is also deadNo lights, no vibration, no charge or sync, and resets don't workFrustrating! I asked for a refund and was told I'm outside my days - which according to them start from the day you order the product! Mine took well over a week to arrive, and I waited for another week for the replacementI have had a functioning band for less than days but they refuse to bendI am stunned by the poor consumer experience Bottom line, the band fails way too easily and often for me, and you have no recourse if you're out of the day windowI would avoid this product, and I would avoid this company [redacted] Update after months [redacted] I have now made my way through up bands, and each one has failed on me in about the same time frameI think I am still under warranty, but honestly I no longer have the energy to go and get another band only to have it fail on me in another couple weeksI still love the idea of activity and sleep tracking, but this product clearly isn't engineered to be robust enough to provide a solution for more than a couple months at bestVery disappointing [redacted] says: Thank you for this reviewI will take my business elsewhere because of these issuesWhat a headache! Reply to this post Permalink Report abuse Ignore this customer of people think this post adds to the discussionDo you? Yes No Posted on Jan 2, 7:03:AM PST [redacted] says: Something is missing hereYou bought one and it diedThey replaced it with a second one and it diedWhere did and come from? Did you buy another one? Reply to this post Permalink Report abuse Ignore this customer of people think this post adds to the discussionDo you? Yes No In reply to an earlier post on Jan 2, 9:12:AM PST [redacted] says: Just didn't type in all the detailsNumbers and were also replacements provided under warrantyAfter #bit the dust I felt it was no longer worth my effort to try to get replacements as they only lasted 6-weeks eachSo even though I probably could have gotten #and #for free I didn't botherSorry for the confusion." Evan a superficial examination of the more than reviews will confirm that this product is a disaster for which we, the customers who bought the product in good faith, have been victimized Final Business Response / [redacted] (4000, 10, 2015/11/16) */ As previously mentioned, the warranty has been fully supported for this customer and they have been informed of our 60-day return for refund window when products are purchased from our jawbone.com eStore This customer has been informed of this on multiple occasions as well as the exceptions that have been madeWe are not moving forward with this customer's desired exception request Final Consumer Response / [redacted] (4200, 12, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) At best this response is characterized as irrelevant and nonsensicalThe issue is not related to the 60-day return policy and the product was not purchased from the Jawbone e-storeI am left to wonder at the intelligence of the respondentThis is not surprising from a company that is morally and ethically bankrupt I will no longer be responding to the nonsense emanating from JawboneI have purchased a Fitbit Surge with which I am very happy

Complaint: [redacted] I am rejecting this response because: They did not live up to their warranty and I will continue to have additional issues with them in the future, I am looking for a full refund of the product price and I am happy to send the product back to themSincerely, [redacted]

Initial Business Response / [redacted] (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 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 person reading this will waiver them from buying your product Business suicide 101.Sincerely, [redacted] ***

Initial Business Response / [redacted] (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 productThe tracking number on their replacement order verifies that their replacement was delivered to the customer via FedEx on Thursday 1/14/ This customer can follow up to our Customer Care team with any additional questions, concerns or feedback

Complaint: [redacted] I am rejecting this response because: your agents have not communicated with me in weeksyour phones are turned offI have not received an email replyI send you emails weekly asking for any informationwhile what you are doing to me may be legal, it is certainly not ethical, nor Profesional I am not asking a lotI just want my replacement big jamboxWith 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 mailyou have now had it for weeksoriginally I was told it would be shipped out within daysI don't believe what I am asking is unrealisticplease return to me what is mine Sincerely, [redacted]

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 inbetweenWhich is why it irritates me that a refund or replacement of the device wasn't even offered for MONTHSThey are using proof of purchase as way to get out of having to offer any additional helpThe device worked perfectly for the first months so I never imagined I'd need to keep the receiptIt is unacceptable that they aren't willing to go above and beyond in special situationsI don't even need a new device I've already offered to send mine back for inspection and was still shot downSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ The warranty has been fully supported for this customer, as when a replacement was placed when warrantedThe 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 / [redacted] (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 will be sent as the Up is no longer availableHowever, I have received an email like this before and never received the replacementI believe that was because the Up was no longer availableThey did not tell me this until I asked why I had not received the replacementNow the warranty timeframe is in questionTherefore, I do accept the replacement as the resolution, but I don't want this case closed until after I actually receive the working replacementDoes that make sense to everyone? Final Business Response / [redacted] (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 neededAs 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 / [redacted] (4200, 11, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have not received the replacement yetAs 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

Initial Business Response / [redacted] (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 customerIf 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 / [redacted] (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 withIf they had resolved the issue in the multiple previous communications, I wouldn't be contacting the Revdex.comThey have all of the information necessary to resolve the issue including my address and the defective unit serial numberThis is no more than a generic response from the company Final Business Response / [redacted] (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 / [redacted] (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 filedI was met with ignorance, defiance, and incompetenceThis issue has still not been resolvedThe defective product has not been refunded or replacedI will not continue to waste my time dealing with a company that cannot provide appropriate customer service or stand behind their productAll pertinent information for an adequate resolution has been provided multiple times

Initial Business Response / [redacted] (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 / [redacted] (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 productsMy band was sold as new in package with package damageI 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 previousI was told this made it appear the band had multiple userswhen trying to get warranty honored I was informed by the rep this design breaks due to the open design making removal of product too variableSounds like a defect too me since you have to routinely remove band because it was downgraded from water proof to resistant Final Business Response / [redacted] (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 resellerThis 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 / [redacted] (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 / [redacted] (1000, 5, 2015/04/24) */ We have located your case and re-opened it so that we can have a rep reach back out to you to see if we can find you a resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I have called and emailed many times and have not found a resolution to the problem, Hence the contact to youI feel as a consumer I have tried to resolve this with Jawbone and have gotten no whereI would like a refund of $ Final Business Response / [redacted] (4000, 11, 2015/06/02) */ Our support team is addressing available options

Initial Business Response / [redacted] (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 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 customerOur 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

Initial Business Response / [redacted] (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 / [redacted] (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 itemI 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 weeksThis 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 serviceI would like my money back so I can buy from their competitor as the product should not break three times in months simply by wearing it and charging it per their usage instructionsIf 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 advertisedThis us unacceptable as a consumer Final Business Response / [redacted] (4000, 9, 2015/12/22) */ As previously mentioned, the warranty has been fully supported for this customerThis 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 / [redacted] (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 madeI feel they are misleading people who are paying for their products - yes, I am aware of the warrantyBut a product should not break three times within months of it being purchased if it is being used as specified by the instructionsI know I am not the only customer who has had these issues - their reputation proceeds themIt is a shame they get away with stealing money from customers Complaint Response Date bumped because: Holiday

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 warehouseThe 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 / [redacted] (1000, 7, 2015/05/28) */ We've reached out to this customer and agreed on a resolution.

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ A resolution has been agreed upon with this customer

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ We've located case and will reach out shortly Initial Consumer Rebuttal / [redacted] (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 themThe company is more worried about having you buy into an upgrade for more money then to replace the product in a reasonable time frameI would even be happy with a voucher to a retail store and have it replaced in a couple days opposed to a few monthsMy over all concern is that the product will malfunction again and they only replace the the product onceWhich kind of tells me the product is junk if jawbone isn't standing behind it percentThat'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 / [redacted] (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=BASE...⇄ We advise returning to the original seller when requesting a refund

This customer has been properly educated on the warranty as well as steps to exhaust for troubleshooting the product in order to determine the warranted functionality is no longer in tact.
For clarification, this customer originally contacted our Customer Care team on February 22nd of
this year and after not being able to reach the customer via phone, an email with troubleshooting steps was sent on March 9th with no response from the customerAs clearly stated in our warranty, all troubleshooting steps must be exhausted to confirm the warranted functionality of the original product in no longer in tact
The customer then followed up with our Customer Care team on October 10th of this year and was provided troubleshooting steps as well as being informed for the need of providing proof of purchase once a repair/replacement is deemed necessaryThis customer states they are unlikely to be able to provide that proof of purchase, which our warranty states is required for any repair/replacement.
It is completely understood what this customer is stating/requesting, and there will be no action taken on these requests or claims as our Customer Care team is happy to assist the customer with the process that is outlined in our warranty.
We recommend this customer review our warranty for further clarification, which can be found here: https://jawbone.com/warranty