Jawbone

Complaint: [redacted]I am rejecting this response because:  Their response does not address all of the claims presented against their decision not to honor the Warranty.
 
Attached are copies of the product listing on [redacted], the Warranty from the [redacted] listing.
 
The Warranty does not require the purchase of the item through an authorized retailer in order to be honored.  There is also no similar provision in the [redacted] listing.  Pursuant to the [redacted]., their response regarding the terms of the purchase is not applicable as it is not listed as an exception or exclusion to their warranty coverage as required by sec. 2302 statute A part 6.  
 
Also their interpretation of the Warranty includes information not available prior to the purchase as required by sec. 2302 statute B part 1A. As previously noted, the posted warranty and the listing do not state the item must be purchased from an authorized reseller.
 
As such, they must honor the remaining terms of the warranty and either issue complete the replacement process or provide me with a refund.Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/12/04) */
We have already reached out to this customer to go over available options.

Initial Business Response /* (1000, 5, 2016/01/12) */
The warranty has been fully supported for this customer, as all troubleshooting must be exhausted in order to determine a warranty replacement is necessary. The customer owns a product that is no longer manufactured, and due to not having...

replacement stock of this older product, the customer was offered a newer product. The customer's original product and the replacement product the customer would receive has the exact same warranted functionality, but a different design.
As we do not have an upgrade program in place, we have informed the customer of this and the warranty option that is available to them.
Our jawbone.com eStore comes with a 60-day return for refund window and when the product is purchased from a different seller, the customer would need to return to that seller if seeking a refund.
As the warranty has been fully supported for this customer, we will not be moving forward with their request. For reference, our warranty can be reviewed here: [redacted]

Initial Business Response /* (1000, 7, 2015/04/30) */
We released an update to the app on 4/20 which should have resolved this customer's issue. We did not hear back and so closed their case. If there are continuing issues, please reach back out to our support team.
Initial Consumer Rebuttal /*...

(3000, 9, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The updated app did not help in my case at all. I have stated in the previous request that, it is a hardware issue, not a software issue. I have talked with their customer service a few times, through email and over the phone, and it didn't help at all. I do not accept the explanation, and I insist my initial request of the replacement.
Final Business Response /* (4000, 11, 2015/05/15) */
We will be reaching out to customer shortly.

Initial Business Response /* (1000, 5, 2015/05/15) */
We've located customer's case and will reach out shortly.

Initial Business Response /* (1000, 5, 2015/11/16) */
The warranty has been fully supported for this customer.
As stated in our warranty, it is the standard process for the customer to provide proof of purchase in order to proceed with a warranty replacement. Because the warranty is issued to...

the consumer who buys the product, and this warranty cannot be transferred, we ask for proof of purchase to proceed with a warranty replacement for this customer. As the customer has been unable to provide this, we provided an exception courtesy coupon code.
Our warranty can be reviewed here: https://jawbone.com/warranty

Complaint: [redacted]I am rejecting this response because:
I am willing to communicate through any channel you would like. However, you are not responding to any of my emails and your phones are shut off. If you could just point me in the direction of some customer service, you will be rid of me. You could be a responsible business and contact me if you would like. But we both know jawbone has no intentions of satisfying it's customers therfore I will remain persistent and hope for a positive resolution. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
The warranty has been fully supported and a replacement has been shipped and delivered to this customer to resolve this.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I am disappointed with the way that Jawbone has response to my compliant. The facts of the compliant does not change. The warranty does not meet the desired response, I have spent a sizeable amount for a fitness band. Where you have not meet the terms of the warranty. In the warranty stated on Jawbone's website states, "Jawbone may refund to Consumer the purchase price paid for the Device. This Warranty gives you specific legal rights, and you may also have other rights that vary from state to state." If the intent was not to comply within the warranty or to resolve the problem, I would appreciate Jawbone refunding the full amount of $130.00 when I purchase it brand new or replace the band with a better model that is more durable and function as advertise. The UP3 is thirty dollars more but I feel that for all the issue I had with customer service and number of replacements that I received. Furthermore, I had to wait more than 3 weeks on a fourth replacement; and when I called the second time I was told it [redacted] be more than 6 weeks to replace your fitness band. I furthermore wait for your response.
Final Business Response /* (4000, 9, 2015/07/15) */
The warranty has been fully supported, and within the warranty [redacted] state that if a replacement it is not found reasonable that a replacement be sent to the customer, a refund may be provided to the customer for the price paid for the product.
That is if it is within our discretion, and when reviewing this customer's case, a refund is not appropriate, but again, an exception was already made for this customer with the replacement sent.
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the business, what I have determined from this case is the business has supported the warranty after the fact. An exception to this case would have not be needed if the company would have supported the warranty request fully at the time the initial request was requested.
Once the Revdex.com was contacted about the practices of Jawbone. As stated in the warranty their was not language saying that a refund was under the discretion of the company. A refund can be granted and after dealing with this case a refund is the only solution at this point.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/02) */
We have come to an agreed upon resolution with this customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/24) */
As mentioned within this customer's support case, our payment processing department has confirmed the refund has been processed. If the customer is not seeing these funds in her account, she should contact her financial institution, PayPal.

Initial Business Response /* (1000, 5, 2015/12/22) */
We have fully supported the warranty and will continue to provide warranty support for this customer when needed.
As found in our warranty, all available troubleshooting must be exhausted in determining that the warranted functionality of...

the device is no longer maintained, requiring a replacement.
Our jawbone.com eStore comes with a 60-day return for refund period and when products are purchased from a different seller, the customer will need to return to that original seller if they are seeking a refund.
As we continue to support the warranty for this customer, our Customer Care team is available to assist with any further warranty questions this customer has.
We will not be proceeding with this customer's request, and they can review the warranty coverage that comes with our products at https://jawbone.com/warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ALL troubleshooting techiniques HAVE BEEN tried...OVER and OVER and OVER again!!! it still does not work! I have been told by the company since this is a replacement band (direct from them) that it has no warranty as the warranty is ONLY for 12 months from when the FIRST band is activated! It should be 12 months for EVERY BAND that is activated! This is ridiculous. And a VERY POOR response from the company that does not address any of the concerns!
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/20) */
As previously mentioned, the warranty has been fully supported. With any and every product, all troubleshooting must be exhausted in order to determine the warranted functionality is no longer maintained, which is what has been done. As our warranty is 1 year from the original purchase date of the product.
This is standard 1 year limited warranty with the vast majority of products, a warranty does to start over when a replacement is received, the remaining warranty coverage transfers to the replacement product. So, as previously mentioned, it is understood what the customer is saying and requesting, and we are not moving forward with their requests.
Final Consumer Response /* (4200, 11, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this has been a total waste of money!! I will never buy Jawbone product ever again and will tell everyone I know not to either!
They obviously do not care about their customers and do not care to make their customers happy. All they offer with a product that goes bad and your warranty is up....is a small discount to buy another one of their products. Ridiculous!!!

The warranty has been fully supported for this customer. 
 
We provide a standard 1-year limited warranty on all Jawbone products, which starts at receipt of the purchase from an authorized seller. We provide a 60-day return for refund window for products that are purchased from our...

[redacted], not other retailers. The 1-year warranty coverage is to ensure the product maintains it's warranted functionality throughout that timeframe, and if it does not, the product will be either repaired or replaced like-for-like with a refurbished or new product.
 
At no point do we cover environmental and external factors such as data consumption based on internet connectivity in different areas where the product is used. Additionally, the UP app itself is excluded from this warranty coverage as is specifically stated in our warranty that all software is not part of this warranty coverage. 
 
It is fully understood what this customer is requesting and there will be no action taken regarding their desired outcome. This customer will continue to receive the remaining warranty coverage from the original product as the warranty coverage transfers to the repaired or replaced product.
 
Based on the misunderstanding of the warranty provided with our products, we recommend this customer review our warranty at [redacted].

Complaint: [redacted]I am rejecting this response because: as I stated, I was sold this item under false pretenses.  I do not feel that I should have to purchase a new item since the band has broke.  Yes, the band is made to wear and should be able to hold up but I would like to request a full refund at this point. Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/08/25) */
The warranty has been fully supported for this customer. As mentioned in the most recent support case, the warranty has been voided due to damaged labels that include the serial number of the product. This is considered an exclusion from our...

warranty, and this is required information with any and every claims process.
For reference, our warranty can be found here: https://jawbone.com/warranty
Our support team will be reaching out to this customer to further discuss this warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

As previously mentioned, this customer has received warranty support from our Customer Care team and proper expectations were set on the shipment process for this customer. 
 
Again, no action will be taken on this claim, regardless if the response is rejected or not.

Initial Business Response /* (1000, 5, 2015/07/22) */
The warranty has been fully supported for this customer by providing a replacement when needed.
For reference, our warranty can be found here:
https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 12, 2015/08/27)...

*/
Jawbone was kind enough to send me the UP2 I requested. Unfortunately, the UP2 they sent me had to be returned because it stopped working soon after I received it. The band clasp also easily came undone, causing it to fall off my wrist frequently. A representative named [redacted] authorized another replacement on July 27. When I inquired about a Warranty because of the ongoing issues I was having, [redacted] advised me the UP2 would be covered for one-year. As of yesterday, August 20, 2015, the replacement band I received earlier this month is no longer working. I phoned Jawbone this afternoon and was told it was not covered under warranty and they would not replace it.
Final Business Response /* (4000, 14, 2015/09/11) */
The warranty has been fully supported for this customer.
Based on the information available, this customer's 1 year warranty started on 3/05/2014, and the with each replacement sent, the customer has been advised that we are sending a replacement in a new condition, but that the remaining warranty coverage or a 90 day service warranty will transfer, whichever is longer. The correct warranty information has been provided to the customer in each support case, and the customer's warranty has expired at this point.
For reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 16, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd like to thank Jawbone for providing me with additional warranty information, including a link to the warranty page on their website.
According to Jawbone's response dated September 11, 2015, as well as the warranty information on their website (jawbone.com/warranty), the replacement band I received should be covered for 90 days from the date of receipt. According to their website, "Jawbone warrants that any repaired or replaced Device is covered for the greater of either the remainder of the original Warranty Period or 90 days following Consumer's receipt of the repaired or replacement Device."
According to FedEx, the replacement band was delivered on July 28, 2015. The FedEx tracking number is XXXXXXXXXXXX.

The customer has been provided correct information regarding the warranty on Jawbone products.
 
As stated in the warranty, only Jawbone products purchased from authorized resellers are provided our 1-year limited warranty. This includes [redacted], because [redacted] is a reseller, but also allows...

other companies and people to sell products through [redacted]. As mentioned in the claim, our authorized retailers list includes [redacted], which clearly indicates [redacted] as the reseller is authorized, not anybody that sells on the [redacted] platform. 
 
As the customer has received all the correct information regarding the warranty, no action will be taken regarding this claim.

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 them. Sincerely,[redacted]