Jawbone

Initial Business Response /* (1000, 6, 2015/06/25) */
The warranty has been supported as a warranty replacement has been processedCustomer will be receiving a shipment confirmation email shortly to track the shipment
Initial Consumer Rebuttal /* (2000, 8, 2015/06/30) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
Jawbone replaced my UPwith a UP

Initial Business Response /* (1000, 5, 2015/12/22) */
The warranty has been fully supported for this customerThe customer purchased a product that is no longer manufactured or sold on our jawbone.com eStore
The warranted functionality was no longer functioning for the customer's original
product, the customer was informed this product is no longer manufactured and was presented with the available warranty optionThe original product the customer had and the replacement both have the exact same warranted functionality and the customer is referring to supplemental features of the original product that do not alter the warranted functionality of the device
Our jawbone.com eStore has a 60-day return for refund period and when products are purchased from different original sellers, the customer will need to return to that original seller if they are seeking a refund
As the warranty has been fully supported for this customer, we will not be proceeding with this customer's requestsThis customer can review our warranty here: https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/05/18) */
We have come to an agreed upon resolution with customer on Monday 5/18/
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/10/05) */
The warranty has been fully supported as we have looked to move forward with a warranty replacement
The customer has been informed that our eStore has a day return for refund window, and we have and will continue to provide warranty
support for this customer, we will not proceed with the customer's request of a refund
Initial Consumer Rebuttal /* (3000, 10, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not in line with what I was told in my caseI had an escalated response from another customer service agent and they told me a refund would be processed, but that I would need to return my band
Well, I returned my band (and paid $shipping to do so, with the signature service they requested) and that was two weeks agoI haven't heard anything since, but am currently on the phone investigating where the trail went cold
Final Business Response /* (4000, 12, 2015/10/26) */
We had followed up with this customer to clarify and questions regarding our warranty and returns process, as the customer is responsible for covering the cost of shipping the product when returning a product
Our Customer Care team has reached out to this customer to further discuss

Complaint: ***I am rejecting this response because: the company lost my item and is now not owning up to it.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/04) */
We have reached out to this customer in an attempt to come to a resolution and have not yet heard back from the customer
Final Business Response /* (4000, 8, 2015/06/08) */
Spoke to customer, and have come to a solution to his issueSpoke
on the phone and provided follow up email for contact

Initial Business Response /* (1000, 5, 2015/07/22) */
As the warranty has been fully supported in this case, it can be found on our warranty under "claims process" that the consumer shall bear the cost of shipping the device to Jawbone
This is standard warranty procedure for an RMA (Return
Material Authorization) for replacements and returnsIn this case, A RMA was placed for this customer to return their product to receive a refund
For reference, our warranty can be found here:
https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This case was not submitted as a warranty request, it was filed under the 60-day money-back guaranteeAgain, just like with the 60-day money-back guarantee, there is no place on the website that links to the warranty page they replied withJawbone only reveals these policies to their customers after the fact
Regardless, a customer service rep finally sent me a prepaid label to return the product, but they need to update and publicize their policies to their customers
Final Business Response /* (4000, 9, 2015/08/03) */
As previously mentioned, with any replacement or return, as can be found in our warranty, the customer is to bear the cost of the return shipment
An exception has been made for this customer
This information can be found in our warranty below:
https://jawbone.com/warranty
Final Consumer Response /* (2000, 11, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, they made an exceptionBut as I've said repeatedly, they keep these policies and links hidden from their customers until after a sale has taken place, and that should be fixedThis information should all be freely available on their website

Initial Business Response /* (1000, 5, 2015/12/04) */
As stated in our warranty, in order process any warranty claim, we must receive the customer's claim prior to the end of the warranty periodBased on the information available, this customer has not contacted us regarding what she is reported
and the 1-year warranty period for this customer has expired
We will not be moving forward with this customer's requestFor reference, our warranty can be found here: https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/10/26) */
The warranty has been fully supported for this customer
As with any specific model product under our warranty, if we do not have that specific model available in stock, we can offer the next available alternative color or comparable model
that is offeredThe product that the customer owns is a product we no longer sell, but continue to support the remainder of any year warranty for the device, and we did so for this customer
As we do not have an upgrade program in place, we will not proceed with replacing this customer's product with a newer modelOur eStore comes with a 60-day return for refund period and if the customer would like a refund, it is best to return to the original seller (Best Buy and Kohls) to discuss their refund policy
As we have fully supported the warranty for this customer, we will not proceed with any of the requests from this customerFor reference, our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not feel as if I was asking for an upgradeThe jawbone up I that I had was rechargeable, had smart alarm, idle alert; the up move that they offer does not have any of those features; the updoes and is the equivalent price point of the original upIt is not a consumers fault that they warranty a band that they no longer makeI feel the up move was a downgrade because it did not offer any of those features but was given no other choice
Final Business Response /* (4000, 9, 2015/11/16) */
As previously mentioned the warranty has been fully supported for this customer and we have proceeded with the available warranty option
Final Consumer Response /* (4200, 11, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes the company replaced my product under warranty, no they did not replace it with a comparable product, however I am done with this company and will no longer purchase their products

Initial Business Response /* (1000, 5, 2015/11/09) */
The warranty has been fully supported for this customer
As with any warranty replacement, the remaining warranty coverage transfers to the replacement
The customer has been informed of of our eStore coming with a 60-day return for
refund window, in which the customer is to request a refund during that periodThis 60-day return for refund period begins at the time of receipt, not purchaseWhenever a purchase if made at a different seller, we advise returning to the original seller if seeking a refund
This information about our eStore can be found here: https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
We will continue to support the warranty for this customer, but will not proceed with this request for a refund

Initial Business Response /* (1000, 5, 2015/07/22) */
We work to maintain replacement stock and when that is not available we look to provide an alternative, which this customer has acceptedWe are continuing to support the warranty and the warranty has been fully supported for this customer
For reference, our warranty can be found here:
https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT willingly accept the alternative, it was forced on to me as it was the ONLY option I was givenWhen I was contacted by this business' customer representative to tell me that UPwould no longer be manufactured , he mentioned my only choices to be UP move plus $credit on UP.com or UPI was only able check UP move in store as UPwas not physically available at that timeUP move was not a good option for my application, therefore when I contacted them back I mentioned that I don't want an UP move but I haven't been able to see an UPeither so I'd rather wait for my own UPsince I know it works for meWhat I was told is that UPwill no longer be available and those are my only optionsEven when I asked "so what if I get the UPand it doesn't work for me?" The customer rep didn't have an answer!
So I did NOT willingly accept your replacement
On top of all this you are claiming that you offered a REPLACEMENTWhat good is a replacement if it doesn't EVEN work properlyThe problem I have with the UPis that it just changes mode randomly throughout the day by simply touching my jeans, so it's too sensitiveAccording to YOUR OWN HELP DESK, this has been a reported issue and Is not specific to me as a userSo you are knowingly offering a faulty unit as a replacement to my UPduring it's warranty period?
What you are calling a warranty is not one and this is not an acceptable customer service
Final Business Response /* (4000, 9, 2015/08/03) */
As previously mentioned, the warranty has been fully supported for this customer
Customer had received a replacement that was an exception due to replacement stockIn our most recent support case for this customer, we had reached out by phone and email without a response
Just as with any support needed, when experiencing an issue with our product, our support team is able to help troubleshoot and issue a warranty replacement when warranted
For reference, our warranty can be found here: https://jawbone.com/warranty

The warranty has been fully supported for this customer, and they have been provided with all the appropriate information regarding their replacement shipment.
As clearly stated in our warranty, the loss of use during the time in which the product is being repaired/replaced is not
covered under the warranty Jawbone provides.
This customer will be receiving their replacement product as soon as it ships, and all of the shipping information is available via the tracking number provided to them.
Outside of completing the warranty process for this customer to receive their replacement, no other action will be taken regarding this claim

Initial Business Response /* (1000, 5, 2015/08/24) */
Our eStore comes with a 60-day return for refund window, which is where the customer would request to return the device for a refund, even if they have had a replacement during that 60-day timeframe
The warranty has been fully supported, as
when the customer has experienced an issue with the warranted functionality of the device, a replacement has been providedWe have and will continue to fully support the warranty for this customer, 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, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
But it's fineI'll throw the bands I have in the garbage and find a different company that worksI'll also be removing the positive rewire I gave jawbone from my blog
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 is best to return to the original seller if seeking a refund

Initial Business Response /* (1000, 7, 2015/06/23) */
We have reached out to attempt to look into resolutions with this customer and customer has stated they got rid of the product
Initial Consumer Rebuttal /* (3000, 9, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
They gave us the run around with numerous customer service repsWe are only asking for a replacement band Yes they reached out to us but td us ojr phone is not compatibleTheir sebsite tells a different storySend a new band and we will be satisfied
Final Business Response /* (4000, 11, 2015/07/15) */
In multiple attempts to reach out to the customer and set up a time to speak regarding this matter, the customer had mentioned she got rid of the product
Based on the information available with the serial number, the product is still being used, and being used with an incompatible device
The customer has been informed that an incompatible device is being used to sync to the product, which will cause issues of functionality, this would require troubleshooting this issue with a different device that is listed within our compatible devices to verify if there is a hardware defect with the product
For reference, the device compatibility page on our website can be found here: https://jawbone.com/up/devices
Furthermore, our warranty does state if a hardware defect is determined with the product, our claims process starts with an RMA being provided for the customer to return their defective product, this return is at the customer's costOnce the customer's product has been returned, the replacement will ship
For reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 13, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their website listed our phone as compatibleJust disregard, we bought a Fitbit Charge HR and very happy with this bandIt is much better than the UPJawbone has very shoty customer serviceWe recommend you stay away from their productsGo with Fitbit, you will mot regret it

Complaint: ***I am rejecting this response because: Jawbone stated in many emails to me that they would have a replacement band to send to me in 3-weeks I contacted Jawbone in SeptemberOver two weeks ago I was told that if I would take a different color band Jawbone would send me a replacement right away I never received a band and now I have no response from them I responded to Jawbone'e emails and provided my mailing address as well as accepted the other color Those emails are attached I then contacted Jawbone via Twitter and was told that Jawbone does not have any bands to send It is unreasonable to lie to a customer I have seen hundreds of complaints against Jawbone for this very same reason
I asked for my money back because I want to get a fitness tracker somewhere else A fitness tracker is worn every day, hours a day I have no fitness tracker and I expect a company to fulfill their warranty claims I have waited more than 3-weeks and still do not have a band
I contatced Jawbone via Twitter last week and it was that unsatisfactory exchange that caused me to contact the Revdex.com I do not feel that Jawbone should be getting away with this type of bad business If they have not been able to get a product to fulfill warranty's they provide they need to provide me a refund.
I have attached a few of the Twitter responses There are a few more.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/11) */
The warranty has been fully supported for this customer, as with all of our products, all troubleshooting must be exhausted prior to processing any warranty replacementOur team has assisted this customer with this, and the specific issue the
customer is experiencing is related to the UP app and not the warranted functionality of the bandFor reference, our warranty can be found here:
- https://jawbone.com/warranty
For all Jawbone products, our eStore comes with a 60-day return for refund window, and when purchased from different sellers, it is best to return to the original seller if seeking a refund
The warranty has been fully supported for this customer, and we are happy to continue to provide warranty support to this customer

Initial Business Response /* (1000, 5, 2015/09/15) */
The warranty has been fully supported for this customer
The customer is located in a region in which we do not provide warranty support, but rather the customer is to return to the original retailer/distributor for warranty support
We
had provided this customer with an exception to ship a newer product due to the time without the customer having a functioning productAs stated in our warranty, the loss of use during the period in which a device is being repaired is not covered under warrantyAs previously stated we have moved forward with replacing the customer's device, not repairing it, and will be shipping a newer model
With not having an upgrade program in place and providing this customer with an exception to ship to a country that we do not directly support, this is the process we will provide the customerWe will not move forward with the customer's upgrade request
For reference, our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jawbone said they would make me wait another 6-weeks unless I provided them with a US shipping addressThey said that they'll be shipping me an UPrather than an UP3, even after my first contact with them and waiting for months for a productJawbone needs to realize that they are an international company, and can not just cater to the USI had to supply a US Shop and Ship address, and pay dollars for shipping for it to reach my regionVery disappointed, and defiantly not worth the wait
Final Business Response /* (4000, 9, 2015/10/05) */
As previously mentioned to this customer, the warranty has been fully supported
Unlike the various international countries we support, this customer is located in a country where we do not provide warranty support, therefore any option presented is a huge exception to this customer based on locationThis has been reiterated to this customer on multiple occasions
For reference, this customer is located in a country where the retailer/distributor provides warranty support/replacementsThis customer can review our warranty here: https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/06/29) */
The year limited warranty has been fully supported for this customer when a warranty replacement was needed
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
The company did not respond to my claim about "Product Issues." I am not making a claim against the warrantyI want a response provided by the company about the product issues, so that others know to expect the bands to fail in less than days, and what the company plans to do in such cases
Though I received warranty service for longer than a one year period, I received bandswere replaced under warranty because they failed under daysNot a single of the bands I received lasted for a full yearThe first generation UP was pulled from sale due to failure, and customers were refundedIt appears to me the second generation UP should have alsoHow could JAWBONE be permitted to repeatedly send me defective products? A one year warranty is mis-leading, as it leads customers to believe the product is designed to last for at least one yearClearly, my experience shows that bands failed in under daysThe company is only willing to back its product for days after it sends a replacementAnd cannot provide a replacement which works
As a middle ground, if the company will not respond to the "Product Issues" part of my claim and if the Revdex.com determines that it is fair, I would like Jawbone to send me a similar top of the line current product that lasts for one yearNot a product that is replaced continually for up to a year plus days
Final Business Response /* (4000, 9, 2015/07/15) */
As previously mentioned, our 1-year warranty is to ensure our customers have a working product for that time period, which was the case for this customer, and several exceptions made for this customer
If there is determined to be a hardware defect in the product, it is within our sole discretion to replace a product with a new or remanufactured deviceIt is also in our sole discretion that if it is not reasonable to replace the device, a refund may be providedIn this case, the customer was provided several exceptions where a new band was sent to the customer when a replacement was needed, which based on the information available was a total of three timesThis is fully supportive of the warranty
For reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 11, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not about warrantyIt is about product issuesI received bands from the companyOnly two lasted more than daysOf those two, one broke under days but was resetThe other barely missed the day mark
How can a company be allowed to replace a defective product with another defective product? If the first generation customers received full replacements or refunds, why aren't second generation customers also entitled to same?

As previously mentioned, no refund will be processed for this customerThis customer had been educated on our warranty and the 60-day return for refund period for products purchased from our *** ***.
To reiterate, regardless of the customer's perception of their experience with our product, there will be no refund providedWe are more than happy to continue to support the customer with any downtime of the warranted functionality of the product, but this does not include any software downtime as the app is not the productNo further action will be taken regarding this claim and the desired outcome

As previously stated, the product has not been received since the customer has shipped the product and the warranty claims process is voided until Jawbone can receive the product.
To reiterate, it is understood what the customer is stating and requesting, and no action will be taken by Jawbone on this claim