Jawbone

Initial Business Response /* (1000, 7, 2015/05/28) */
We're unable to locate the customer's caseCan we please have the most recent case number associated with this claim?
Initial Consumer Rebuttal /* (3000, 9, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
The case started as XXXXXXXXIt may now be XXXXXXXXThey did send a temporary replacement but it was uglier in real life than it was on their website so I am still without use of a product I paid for and don't have use of and no idea when I will get a suitable replacement
Final Business Response /* (4000, 13, 2015/06/23) */
This has already been resolved as a warranty replacement was sent to customer

Initial Business Response /* (1000, 5, 2015/05/06) */
We have located this customer's case and will be reaching out with a resolution very shortly

As previously stated, the warranty has been supported for this customer and they have been educated on authorized retailer partnersThis customer purchased from an unauthorized reseller that sells on ***, which is not a direct purchase from ***.
To reiterate, there will be no action taken on this claim

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 teams responds to customer support cases in the order in which they were receivedBased on the customer's
concerns, we recommend the review the warranty provided with our products, which can be found here: ***.
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: ***To reiterate, no action will be taken on this Revdex.com claim

Initial Business Response /* (1000, 5, 2015/12/15) */
The warranty has been fully supported for this customer
The customer purchased the UP band 2nd generation, not the UP24, and neither of these products are being actively manufactured at this timeThe customer's product was no longer
maintaining the warranted functionality of the device while under warranty, and the customer was advised of the available warranty options for replacing her product
Both her original product and the replacement product shipped to the customer have the exact same warranted functionality
As the warranty has been fully supported, we are not moving forward with this customer's requestOur warranty can be reviewed here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand corrected in that I do not have the UpI have the Up band 2nd generation as stated by Jawbone which is a linear one piece braceletIt is not a clip on with separate bands for attaching on the wristJawbone claims that my Up band and the product they wish to exchange it for the UpMove is the same due to "functionality"Functionality is not the only component of this item nor does it define the product as a wholeIf I had a motorcycle that broke it would not be replaced with a tricycle because it has the same functionality of getting me from point A to point BI purchased a band that is designed to be worn discretely as a braceletThe band has no protruding edges and is linearThey want to exchange this for a clip on product that is round and primarily designed to be worn on clothingWhen worn as a bracelet it becomes two pieces due to its attachments and appears as if it were a watch with a round face on itIt is not linear and not primarily designed as a braceletIt is a totally different concept from a linear one piece bandI purchased a band not a clip onThey should not offer me a clip on to wear on my clothes because it provides the same "functionality"It simply makes no senseThey should offer me any one piece bracelet which would be the Up2, Up3, or Up
Final Business Response /* (4000, 9, 2016/01/06) */
As was previously mentioned, the product the customer purchased is no longer being manufacturedThe product received as a replacement has the exact same warranted functionality for the product, without some of the supplemental features that do not alter the warranted functionality of our product
As previously mentioned, we are not moving forward with this customer's request and the warranty has been fully supportedOur warranty can be reviewed here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product I have is still under warrantyThe manufacturer is no longer making the productThe functionality of my original product includes the ability to wear it as a discreet one piece LINEAR braceletThe product Jawbone is offering is designed to be worn CLIP ON with a separate attachment that gives it a WATCH CIRCULAR nondiscreet fashion functionalityThis is a totally different product concept which is marketed as a different concept by Jawbone to be worn on clothesIt is flimsy and totally different

Initial Business Response /* (1000, 7, 2015/06/17) */
Available warranty options were presented to the customer, but declined
Our eStore comes with a 60-day return for refund policy, and we advise customers return to the original seller when seeking a refund for products purchased outside of
our eStore
Our return for refund policy can be found here:
http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=BASE...⇄ /> Initial Consumer Rebuttal /* (3000, 9, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That would be fine IF I hadnt had to replace the item on three previous occasionsAND THEY WILLINGLY replacedBecause it is a FAULTY itemI DID buy through their estoreIf an item is replaced three times in less than a year it is a POORLY made item and I cannot believe they do not stand behind their productI assume they no longer have the model that doesnt work and cant just send me a new like they did the past three times, so now they're saying oh well it's been more than days Of course it has but I've also filed three different return issuesThat's BEYOND unacceptableNever mind the fact I tried contacting customer service at a level ABOVE the number or online people who can only work off a script and they never bothered to respond

Initial Business Response /* (1000, 5, 2015/07/27) */
The warranty has been fully supported, as when a replacement was needed, the available warranty options were provided to this customer
While we work to maintain replacement stock, when that is not available, we provide alternative options
to fulfill the warrantyThis customer was provided with an exception for a newer product that currently owned due to available replacement stock
For reference, our warranty can be found here:
https://jawbone.com/warranty

Complaint: ***I am rejecting this response because: I was told last week that Jawbone would send me a band and the color would be grey, not oat, as was my original The band was broken and it was promised to be covered under the warranty I have no idea why the response from Jawbone was completely off topic I also have many emails to send you I will attach the most recent thread that clearly shows that they said they had a grey band and would send that to replace the broken band
Please let me know if you need more emails I have many many more
Sincerely,*** ***

No action is being taken on this claim, regardless of the customer's response and requested resolutions.
Our Customer Care team only supports customers through standard support channels, which does not include the Revdex.comOur Customer Care teams responds to customer support cases in the order in which they were receivedIf this customer has an open support case with our Customer Care team, then our team will be reaching out as soon as possibleIf not, this customer is free to open a support case at *** to receive further clarification regarding their concerns
To reiterate, regardless of the response on this claim, there is no action being taken with this claim as this is not a channel for support

Initial Business Response /* (1000, 5, 2015/11/09) */
The warranty has been fully supported for this customer, and they have already been informed of this information
Our jawbone.com eStore comes with a 60-day return for refund window, and when a product is purchased from a different seller,
we advise returning to that original seller if seeking a refund
As stated in our warranty, within the year from the date of the original purchase, we warrant use of the product so that the product maintains it's warranted functionalityWhen all troubleshooting has been exhausted and the warranted functionality is no longer in tact, we will process an RMA for that customer to repair, or replace their productWhile the product can be replaced with a new or refurbished product, we have sent this customer a new product when processing an RMAOur warranty supports like-for-like replacements, not upgrades
For reference, our warranty can be reviewed below:
https://jawbone.com/warranty
We will not proceed with this customer's request of a refund
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know that I will not receive a refund for my purchase, and I have gone ahead with replacements of my band since purchasing this year agoTarget will not issue a refund or exchange AFTER daysMy band was still working days after it was purchasedFurthermore, Target and most retailers, will tell you to contact the manufacturer
What I find appalling is that they are not willing to do anything more than to just keep sending me replacements of bands that do not last longI would hope that Jawbone would at least be willing to upgrade a customer that has gotten so many replacementsThat is also not an option they are willing to explore
The replacement I have received most recently is working just fine, but I am not hopeful that this will lastI can say for certain that I will not be recommending this product to anyone nor will I be purchasing anything from Jawbone ever again
Final Business Response /* (4000, 9, 2015/12/02) */
As previously mentioned, we have fully supported the warranty for this customerAs we do not have an upgrade program in place, we will continue to support the remaining warranty coverage for this customer

Initial Business Response /* (1000, 5, 2015/06/29) */
A warranty replacement has already been shipped to the customer and customer received shipment confirmation email to track package
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response
from the business.)

Initial Business Response /* (1000, 5, 2015/07/06) */
The warranty has been fully supported, and when a replacement has been needed, an exception has been provided as our warranty states with an RMA, we ask the customer return the product first prior to shipping the replacement
To refer to our
warranty, see here: https://jawbone.com/warranty
As we do not have an upgrade program in place, our warranty has and continues to support like-for-like replacements when a replacement is neededWhile we work to maintain stock levels, when that is not available, we provide an alternative, which is what was presented to the customer
As stated in our eStore policy, we have a 60-day return for refund time period for products purchased directly from our eStoreWhen products are purchased from different sellers, it is best to return to the original seller if seeking a refund
Our eStore policies can be found here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I agree that my warranty has been fulfilled on the first band I purchased if it still worked, but the case is that band is broken and has been replaced several times over a year because the replacements either has battery issues or would not connect to my phone which is key the key point in my purchase of the Jawbone Up How do I sync my phone if it does not connect to my phone? I can'tHow do I use my band if it does not stay charged? I can't
I just want a product that works but the replacement option is not a like for like as stated aboveThe replacement I was offer from Jawbone was the Up Move as a replacement to my Up
Now looking at the specs of the bands you offer it seems that the band that is like the Up is the Up 2, but wait it gets better the MSRP cost of the Up is the same as the discontinued Up when you last sold itThe features that I used requires a vibrating motor which the up move does not haveSmart alarm and Idle alert are two features of my Up that I used often and not available in the Up MoveI would not have purchased the Up Move even if you and every retailer was offering it for free
The Up band I was sent is still under warranty when it broke and when I called to talk to Jawbone Representatives because every RMA product out of warranty comes with a day WarrantyJawbone has never requested that I ship my band back before receiving a replacement so how do you now point me to your www.jawbone.com/warranty but I'm glad you did
This is a excerpt from your page in your writing and I am asking that you honor your word
"Jawbone warrants that any repaired or replaced Device is covered for the greater of either the remainder of the original Warranty Period or days following Consumer's receipt of the repaired or replacement DeviceIf the claim is justified based on this Warranty, Jawbone shall bear the cost of shipping the repaired or replacement Device to the ConsumerAny product returned to Jawbone without a valid warranty claim or without a RMA may be rejected, returned at sender's cost (subject to prepayment) or kept for days for sender's piand then disposed of in Jawbone's sole discretion." I received my replacement in April of and the band broke in June of Which means the replacement band that I had issues with keeping is charge is still under warranty based on this statement from your website
It's a shame that I once told people to purchase your products based on my experiences, I truly wish I did notHow can you take advantage of your consumer like this when you replaced my bands with defective bands and now will not honor your word and place itIts not my fault and I should not be held hostage with a broken band because your stock levels are depletedI can not make a band have battery problems, I can not make the band stop syncing with my iPhoneI did what I was supposed to do call Jawbone Support and request assistance with my band after soft and hard resets, the rep determine that my band needed to be replacedThen I was told my your rep that there are no Black Jawbone Up 24's in the wearhouse in size XLI can only use the Black band at my job so thats the only band I can useThe offer that I was given to replace my Jawbone Up is the Up Move with accessories and $credit in your eStore or wait until the warehouse refills its supplies of the Up How is that fair to the Consumer? Wait until a discontinued product get replaced, seriously
What you are not going to do is replace my band (Jawbone Up 24) I paid $at Best Buy for with the Jawbone Up Move that sells for $and missing features that I useI mean come on you are offering me the Up Move with accessories and $instead of the direct replacement to the band I haveThe Up Move is $+ $+ $14.99= $+ $eStore credit= $and the cost of the Up is $difference of $to make a customer happyIf you had a product thats been replaced for the same reasons serval times you would be leery to accept it to and thats why I don't want an Up
I am asking for a Up in Black size XL or Up in Black size XL that works please
Final Business Response /* (4000, 10, 2015/07/15) */
As previously mentioned, the warranty has been fully supported in this case, and even had provided exceptions to this customer
The customer has been informed of the available warranty options based on stock, and we are happy to provide these options to the customer to continue to support the warranty
Again, for reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 12, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I have a day warranty from the point when my band stopped workingI called into Jawbone support 6/22/to report my issueThe Replacement band was sent to me in April of When I made the phone call the rep told me its the Up Move replacement or wait to until an Up 24's was replenish in your warehouseIts nice to know this what you are will to do for a customer

Initial Business Response /* (1000, 5, 2015/12/22) */
There is no record of this customer contacting our Customer Care team, so our team will look to reach out to this customer and answer any questions they have at this time
Complaint Response Date bumped because: Holiday

Complaint: ***I am rejecting this response because:
Nowhere on both Jawbone's Retail Partners page and on Jawbone's *** page- which is directly linked from their Retail Partners website- does it differentiate *** as a seller or *** as a sales platform, or that there is a difference between the type of warranty coverage available between the two entities. As previously stated, the warranty information posted on the *** product listing does not require the purchase be made from an authorized seller, nor does it state that *** as a seller is a different entity than *** as a sales platform. Based on this ambiguity on Jawbone's part they should honor their warranty for all items purchased through ***.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/19) */
We've reached out and found a resolution that we're both agreed on
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have "found" a replacement band that
was not offered beforeI have no expectation that this band will work any better than the before it, and will reopen this case if it does not perform as advertisedI have not yet received the replacement
Final Business Response /* (4000, 14, 2015/07/06) */
The warranty has been fully supported, a replacement has been provided when needed, including in most recent caseIn most recent support case, a warranty replacement was processed and customer was informed of out of warranty status and that replacement band is already an exception to our warranty and the band does not have any remaining warranty
Final Consumer Response /* (4200, 16, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The replacement band has the exact same problems as the one it was supposed to replaceSending a broken product, in or out of warranty does not help and I do not consider this resolved

Complaint: ***I am rejecting this response because: the company lost my faulty item and they should replace it
Sincerely,*** ***

This customer has been properly educated on the warranty that comes with Jawbone products.
This customer originally purchased their product in May of 2015, which is the start of their 1-year warranty coverageThen the customer received a replacement in March of 2016, at that time the
customer received a 90-day service warranty because their remaining warranty coverage from the original 1-year warranty was less than days at that timeThis customer has now been outside of their 1-year warranty coverage period for roughly months.
As every single product is tested, we understand that the lifespan of each product will vary because of different use habits during 24/wear.
It is fully understood what this customer is requesting and their will be no action taken on this claim as we will not be moving forward with these requests

Initial Business Response /* (1000, 5, 2015/08/24) */
The warranty has been fully supported for this customer, as a replacement has been provided when needed
Our eStore comes with a 60-day return for refund window, and we have and will continue to support the remaining warranty period for
products, but would not move forward with a refund at this point
For reference, our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still have not addressed the problem or acknowledged that I have defective Up bands that their customer service would not help withIf they are not going to remedy the defect to ensure that I have a product that works then I feel their product shouldn't be on the marketI should at least be sent a band that works or be given a refundJust repeating the link to their refund policy is not answering the problem
Final Business Response /* (4000, 11, 2015/09/16) */
As previously mentioned, the warranty has been fully supported for this customer
Our eStore comes with a 60-day return for refund window and for products purchased from different original sellers, it would be best to return to that seller if seeking a refund

Initial Business Response /* (1000, 5, 2015/12/22) */
The customer has been informed of the return for refund process and we have proceeded with this for the customer
The order the customer placed and the refund has been processed on their order, the customer was informed of this and the 5-
processing time for the funds to show in her account
If the customer is concerned about receiving this refund, the customer will need to reach out to their bank, and the funds have been refunded from their jawbone.com eStore order
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that they have processed a refund for my first orderBut what about the second order in which I still have not received the right product I orderedi would like to have some type of compensation on the second order since they cannot seem to ship the correct product
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/20) */
As the order placed has been refunded, the standard return for refund process has been followedAs no 2nd order is on file for this customer, the customer can follow up with our Customer Care team for assistance with any questions about processing a 2nd order
As previously mentioned, the standard return for refund process has been followed and we will not be moving forward with this customer's requests

Initial Business Response /* (1000, 6, 2015/04/30) */
A refund was completed on this order on 4/28/and the credit was confirmed back at that time as well
Initial Consumer Rebuttal /* (2000, 8, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ORder was
cancelled and refund was received