Jawbone

Initial Business Response /* (1000, 7, 2016/02/01) */
The warranty has been fully supported for this customer
As the customer owns a product that is no longer manufactured, they have been provided with the replacement option available to them through the remaining warranty coverage
We
understand this customer's request for an upgrade to a different version of the product and will not be moving forward with their request
Initial Consumer Rebuttal /* (2000, 9, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Jawbone already told me they will replace my product with the product that I requestedIt is coming today (Feb 8th) Maybe you guys should check the actual case before answering them

Initial Business Response /* (1000, 5, 2016/01/20) */
The warranty has been fully supported for this customer
As with the majority of consumer electronic products, our products come with a 1-year limited warrantyThis warranty does not start over upon receiving a replacement product, the
remaining warranty coverage transfers to the replacement productAs found in our warranty, we ensure the warranted functionality of the device is maintained during the warranty period and if that warranted functionality is not maintained, we replace the product after confirming troubleshooting has not resolved the issue preventing the warranted functionality
As the customer's year limited warranty has expired, we offered the customer coupon code as an exception as they no longer have warranty coverageWe appreciate this customer's feedback and understand what they are requesting, and we will not be moving forward with their requestOur jawbone.com eStore comes with a 60-day return for refund period and when purchased from a different seller, the customer will need to return to the original seller if seeking a refund

Initial Business Response /* (1000, 7, 2015/06/23) */
Our warranty has been fully supported by providing a replacement when warranted
Our eStore has a 60-day return for refund policy, and when products are purchased from various retailers, the original seller would be best for when seeking a
refund
Our eStore policy can be found here: http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=BASE...⇄

Hello, unfortunately the issue I have with Jawbone has not been resolvedIn fact, when I call them I get a message that indicates the number is no longer available

Initial Business Response /* (1000, 5, 2015/06/03) */
A replacement product was offered, shipped and delivered to customer 5/
Our terms of warranty have been provided and can also be seen here:
https://jawbone.com/legal/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
One of my headsets was replacedThat is correct but I had purchased I sent in the one that had the most problemsHowever when I connected the other to clear out the names and numbersIt would not clearI then called Jawbone and was informed they could not be fixedThis is the reason for this complaintI should not have to throw my other bluetooth away
Final Business Response /* (4000, 9, 2015/06/25) */
An exception to the warranty was already previously made by issuing a replacement device for a device that was outside of the warrantyThis was an exception to our warranty based on the product being outside of the year warranty
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they replaced one of the JawboneI accepted that but the fact that the program that was available for my other Jawbone is no longer availableSince the programmable software is not available, then my Jawbones should be replaced or just have the software that was available to keep the customer's jawbones, mine included, there would be no issueThe updating software is just goneThere is no other way to update or change anything on my other Jawbones

As previously mentioned, this customer has been educated on our return for refund window for jawbone.com eStore orders, the warranty that comes with our products, and the exception that was previously made for this customer.
Again, there is no action being taken on this claim regardless if the customer is accepting or rejecting this information

Initial Business Response /* (1000, 5, 2015/05/29) */
We have contacted this customer and have already come to an agreed upon resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/26) */
The warranty has been fully supported, as a warranty replacement was issued when warranted
Our eStore has a 60-day return for refund policy, and when products are purchased from different sellers, it is best to return to the original seller
if seeking a refund
Our eStore policy can be found here: http://store.jawbone.com/store?Action=***

Initial Business Response /* (1000, 7, 2015/06/04) */
We've located the case and will be reaching out shortly

Initial Business Response /* (1000, 5, 2015/08/24) */
The warranty has been fully supported for this customerAs stated in our warranty, the loss of use during the time a product is being repaired is considered an exclusion to our warrantyWe moved forward with replacing this customer's device
with a newer model due to available replacement stock of the original product the customer purchasedAs also stated in our warranty, in a claims process, the customer is responsible for covering the cost of shipping their device to us prior to a replacement being shipped to them, this was also an exception that was made to ship the replacement product first
As the warranty has been fully supported and we will continue to support the warranty for this customer, we will not move forward with either of the customer's requests
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting for the business to call me back like they said they wouldNo one told me that this is an "Exception" of policyIf the product broke and it's still under warranty then it should be fixed or providing a suitable product instead, this business is not "Doing me a favor" by replacing the product that they advertise to beAnd certainly not doing me a favor by sending me a replacement without me paying additional shipping fees
Regardless of if they want to consider my suggestion of compensation for what I think is suitable, the replacement they sent me is not working either, so still there was no sultan provided by this companyit is just RUDE that I have been waiting for weeks now !!!! and I have to result to filing a complaint to Revdex.com in order to get a response from them
Final Business Response /* (4000, 11, 2015/09/16) */
As previously mentioned, the warranty has been fully supported for this customerAs we do not have an upgrade program established, we will not move forward with this customer's request

Initial Business Response /* (1000, 5, 2015/09/11) */
The warranty has been fully supported for this customer as it is found in our warranty that loss is not covered under warranty
Our eStore comes with a 60-day return for refund window, and when purchased from a different seller, it is best
to return to the original seller if seeking a refund as we would not proceed with providing a refund
Our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The band is not lost, it is defectiveAs mentioned, Amazon will not take returns within days of purchaseJawbone does - however, since the product is defective - getting a replacement for another defective product defeats the purposeI have posted several negative online reviews about this product and looking at other reviews online - they will be discontinuing this product due to defective design soon ( just like the did with UP24)I would call the corporate theft!
Final Business Response /* (4000, 9, 2015/10/05) */
As previously mentioned, the warranty has been fully supported for this customer
Our eStore comes with a day return for refund window, and since this product was purchased at a different original retailer, it would be best to return to the seller if seeking a refund
We have and will continue to support the remaining warranty coverage for this customer and will also continue to sell the product on jawbone.com as found on our eStore
Again, as previously mentioned, we will not move forward with this customer's request

Initial Business Response /* (1000, 5, 2015/07/06) */
A warranty replacement has already been shipped and delivered to this customer to resolve this
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This
process took over two monthsWhen I did finally receive a replacement, it was shipped without a charger, which took another week to arriveSo yes, I did eventually receive a replacement but the length of the process and the mistakes made during the process was unacceptable
I wasn't given an option on the color of the replacement either
Final Business Response /* (4000, 9, 2015/07/23) */
The warranty was fully supported for this customer with an exception being made as wellThe customer has received a replacement to support the warranty
Final Consumer Response /* (4200, 11, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The exception Jawbone mentioned in the July 25th response was an upgrade to a newer modelThis was done because there was no availability with the model I owned, so that expense is on Jawbone for not managing its supply chain, it was no favor to me
Regardless, this entire process was poorly managed by JawboneDaily fitness/sleep tracker fails after months, replacement takes more than a month to arrive and comes without a charging deviceSo I stand by my complaint

Initial Business Response /* (1000, 5, 2015/04/15) */
We currently have your case open with our escalations team and are trying to reach youWhen you get a chance, please give us a call back at 1-800-JAWBONE and reference case # XXXXXXXX

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 websiteThis product was purchased and when the customer contacted our Customer Care team about experiencing
an issue with the warranted functionality of the product, we informed the customer of the available warranty replacement option and proceeded with this warranty replacement
The replacement product that was shipped to the customer was new, and it is important to keep in mind that our warranty states the replacement can be new or remanufactured at our discretionIt is also important to note that our standard warranty procedure is for the customer to ship their non-functioning product at their own cost prior to a replacement being shippedWe provided this customer with an advanced shipment replacement instead
All of the proper resources for setting up, troubleshooting, and using our products can be found on jawbone.com/suppoortAdditionally, our Customer Care is also available to assist and can be reached at 1-800-JAWBONE
As the warranty has been and will continue to be fully supported for this customer, we will not be proceeding with this customer's requestFor reference, our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, just to put it in context - The return shipping cost for Jawbone was only about $While I wasted hours of my time, because of Jawbone products that do not function properly
Most importantly, the replacement that was sent is not only refurbishedIt doesn't work properlyI spent plenty of time trying to get it to work, but it failed (I watched all relevant videos by Jawbone, and read multiple help pages)
Moreover, the original jawbone product that I purchased was a wristbandThe replacement product that was sent is a clip, and that's not the type of product I purchasedThis is equivalent to sending a toaster oven as a replacement for a microwave!
I would like to get a proper (wristband) and functioning replacementI request a new product, and not a refurbished oneI purchased the product NEW, not from a shady online store but from Staples, and Jawbone provided these products to StaplesThe product was not working properly in the first couple of weeks
The way Jawbone representatives have been handling my case is not the way to win the heart of a new customer
Final Business Response /* (4000, 9, 2016/01/06) */
As was previously mentioned, the warranty has been fully supported for this customerThe original product purchased is no longer manufactured and the replacement product has the exact same warranted functionalityThe customer refers to supplemental features that do not alter the functionality that is warranted of our products
Additionally, as found in our warranty, it is at our discretion to send a repaired, refurbished or new unit for getting the customer a product that maintains its warranted functionalityThis has been done by sending the customer a new product in replacement packaging for shipping purposes
As we have fully supported the warranty and will continue to provide warranty support for the remaining warranty coverage for this customer, we will not be moving forward with this customer's requestsOur warranty can be reviewed: https://jawbone.com/warranty
Final Consumer Response /* (4200, 11, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The responses from Jawbone repeat themselves, without actually addressing the core issues of my complaint: 1) I got a replacement product that is not the same like the one I initially purchased 2) the replacement is not functioning properly
The least they could have done is to contact me, but they haven't bothered to do so
Jawbone is not the leading company in the wearable fitness gear marketAnd their bloody-minded approach is definitely not going to earn them any followers
Thankfully, there are other forums where I can describe my experience and warn others, including Amazon reviews and such
It seems that the only other course of action left is to mail these communications with Jawbone representatives to the office of the CEO
of Jawbone

Initial Business Response /* (1000, 14, 2015/06/12) */
Revdex.com Case # XXXXXXXX has now been resolved and we have provided the customer with an upgrade exception due to the experience the customer has had with our product up to this point
Initial Consumer Rebuttal /* (2000, 16, 2015/06/15)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
It took contacting the company several times then submitting this complaint before even receiving a call back from themTheir customer service is horrible and I urge you to stay away if possibleYes I finally got a resolution I can live with but it is hard to forget about everything I had to go through to get it

Initial Business Response /* (1000, 5, 2015/09/15) */
The warranty has been fully supported for this customerThe customer first contacted us on 3/5/for assistance and we have moved forward with fulfilling a warranty replacement when requiredAs with any warranty replacement, all
troubleshooting must be exhausted prior to replacing a device, and while we can either repair or replace a customer's device, we moved forward with replacing this customer's device
As we do not have a formal upgrade program in place, the warranty replacement provided was a newer model that is the successor to the customer's originally purchased productWe proceeded with this replacement due to lack of available replacement stock of the originally purchased product
Our eStore comes with a 60-day return for refund window and when products are purchased from a different original seller, it is best to return to the original seller if seeking a refund
The newer product replacement has been sent and is being used by the customerWe will not move forward with either of the customer's requests
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.)
First they neglected to tell you this replacement in March was the SECOND REPLACEMENT for this productI was not informed about a 60-day warranteeI was informed it was year warrantee like all the other products on the marketI chose Jawbone because I had a prior relationship with them, had purchased other products I was happy with and had no concerns at that time with there merchandise or their inegrityI have since recommended other family and friends to themBig Mistake
Secondly, I DO NOT HAVE A REPLACEMENT BAND FROM THEMI STILL HAVE THIS SECOND DEFECTIVE DEVICE, THEY SENT IIN MARCH.APRIL TO REPLACE THE FIRST ORIGINAL DEVICE for which I paid ~ $Now they want me to accept a device, that according to the Revdex.com.org website has many more complaints than apparently, the original UP
If they will simply refund my money as requested, because I do not have a replacement band, then I can severe my business relationship with them
There are more reputable companies on the market who have a longstanding Revdex.com rating (i.eSony and Garmin.)Because according to the complaints I have read on the Revdex.com website, I no longer wish to be affiliate with this company; who has poor costomer service and lacks integrity
Final Business Response /* (4000, 9, 2015/10/05) */
As previously mentioned, the warranty has been fully supported for this customerAs found in our warranty, the original product purchased comes with a 1-year warranty and the remaining warranty coverage or a 90-day service warranty transfers to any replacementAgain, this customer can review our warranty here: https://jawbone.com/warranty
As previously mentioned, we will not be moving forward with this customer's request of a refundIf this customer would like to receive a refund, it would be best to return to the original seller

Initial Business Response /* (1000, 5, 2015/09/21) */
We supported the warranty for this customerDue to being out of replacement stock for that particular product, we decided to upgrade her to a newer modelThe replacement offered to the customer is the successor to the product currently owned
Due to a smaller anatomy and more efficient manufacturing it is retailed at a lower costFurthermore, because we do not have a formal upgrade in place, we will not move forward with the customer's upgrade requestOur eStore comes with a return for a refund windowWhen a product is purchased from a different original seller, it is best to return to the original seller if seeking a refundFor reference, our warranty can be found here:https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/06/29) */
A warranty replacement has already been sent and delivered to this customer to resolve this

As previously mentioned, this customer has been properly educated on the warranty that comes with Jawbone products and the return for refund window for products purchased from our *** eStore.
Regardless of whether or not the customer accepts or rejects the response, there will be no action taken on this claim or the customer's requests

Initial Business Response /* (1000, 5, 2015/08/21) */
As previously mentioned to this customer, the warranty has been fully supported.
Throughout the duration of the 1-year limited warranty, a replacement has been provided when necessary. Based on the information available showing that the...

customer's warranty started 8/17/2014, the available warranty option presented that was declined was an exception due to not having available replacement stock of the product that was initially purchased.
As stated in our warranty, loss of time during the period that a device is being repaired is considered an exclusion from this 1-year warranty. We decided not to repair the customer's products, but replace them and replace them as advanced replacements. Our warranty also states that with a claims process for a replacement that the customer is responsible to cover the cost of shipping their device first, before the replacement is sent. We have done an advanced shipment of the replacement each time for this customer, and offered the same in the most recent warranty option exception presented.
It was also mentioned to the customer on several occasions that the greater of the remaining warranty or a 90-day service warranty would transfer to the replacement.
While the available warranty option for this customer was declined, this warranty time period has now expired and we would not move forward with either of the requests presented.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the course of under a year Jawbone has provided me with defective devices time and time again. At this time they have done nothing sufficient to replace defective devices, other than offering me yet again another defective device. When I presented Jawbone with the evidence of the poor quality of the Up2, they denied any problems with the device despite numerous complaints from other past users. Jawbone's lack of customer service had tainted the relztionship, and they are not interested in keeping me or other dissatisfied customers with their company. They are unwilling to work with the public with maintaining customer satisfaction, and are proud of offering defective devices that they know are going to fail. The company does not listen to its customers, and at this time the only resolution is for the company to fully refund the money I initially paid for the Up24.
Final Business Response /* (4000, 9, 2015/09/01) */
As previously mentioned, the warranty has been fully supported for this customer. A replacement has been provided when warranted. As stated in our warranty, there is the option to either repair or replace a defective device, and we have the replaced the customer's device each time with a new model of the product originally purchased when replacing the customer's device.
As our eStore comes with a 60-day return for refund window, for products purchased from different sellers, we would recommend returning to the original seller when seeking a refund to get information about that retailer's refund policy. We would not proceed with providing a refund for this customer.
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has only provided me with defective devices time and time again, and as stated earlier they are only offerinc me another defective device as a replacement. As previously stated, this company has not offered me a reasonable solution to this problem by not only not listening to its customers, but offering devices that simply do not work.
This company has gone out of its way to alienate it's clients, and is only interested in stealing money from the public by selling defective and faulty devices. Their own representatives have acknowledged the poor quality of the devices to me, but refuse to make the situation amicable.
If Revdex.com refuses to settle this dispute I will escalate it the next step.