Jawbone

Initial Business Response /* (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 /* (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 you. I feel as a consumer I have tried to resolve this with Jawbone and have gotten no where. I would like a refund of $123.98.
Final Business Response /* (4000, 11, 2015/06/02) */
Our support team is addressing available options.

Initial Business Response /* (1000, 5, 2015/06/17) */
Customer was sent a warranty replacement on 6/3, as this was an agreed upon resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What they sent was...

an inferior product, not at all comparable to the one that failed. They are still selling the Jawbone that I had in stores. I don't understand why they can't send me anohter one just like the one that failed through the mail.
Final Business Response /* (4000, 9, 2015/07/06) */
As mentioned during the support case, while our warranty supports like-for-like replacements, when replacement stock is not available we look to provide an alternative. The customer accepted this alternative as a one-time exception, the customer acknowledged and agreed to this resolution in order to fulfill a warranty replacement.
Final Consumer Response /* (4200, 11, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jawbone sent a cheap "clip on" activity tracker that clips on your belt. They were also supposed to send a $50 voucher, which they never did. The company is clearly going out of business; its hard to find any of their products in stores anymore and their major competitor, Fitbit, just issued a highly successful IPO. I want the Jawbone UP4, their replacement product for the UP24 that failed. Or at least send me the $50 voucher that was agreed upon.

Initial Business Response /* (1000, 5, 2015/11/16) */
The warranty has been fully supported for this customer.
Based on the information available, the customer purchased the product over 2 years ago. All of our products come with a 1-year limited warranty. The customer contacted us on...

10/20/2015 and due to troubleshooting not resolving what the customer reported, we informed the customer of being out of warranty and offered an exception courtesy code given what the customer reported.
Our jawbone.com eStore comes with a 60-day return for refund window and when purchased from a different original seller, we recommend returning to that original seller if seeking a refund.
Our warranty can be reviewed here: https://jawbone.com/warranty
We are not moving forward with the customer's desired outcome.

Initial Business Response /* (1000, 5, 2015/06/23) */
We have already come to an agreed upon resolution with this customer and customer has received replacement.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
Yes, I did receive a replacement product after numerous calls and emails. ...

Unfortunately the product fell off every time I wore it. After 3 months waiting for the first replacement, I have opted not to ask for another replacement and bought a fitness band from another manufacturer.
thank you very much for your intervention, it definitely provided action on Jawbone's part.
[redacted]
Final Business Response /* (4000, 9, 2015/06/26) */
There was an agreed upon resolution with this customer where a warranty replacement was issued to resolve this.

Initial Business Response /* (1000, 5, 2015/06/25) */
The warranty has been fully supported when a warranty replacement has been warranted, as we provided all available options to the customer.
Our eStore policy has a 60-day return for refund window, and when products are purchased from...

different retailers, the customer should return to the original seller when seeking a refund.
Our eStore policy can be found here: http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=...⇄ /> Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product is faulty and the company is unwilling to stand behind it. I will not purchase a product from jawbone again in the future and will actively encourage others not to do so as well based on their failure to stand behind their products.
Final Business Response /* (4000, 9, 2015/07/06) */
As previously stated the warranty has been fully supported, and we are happy to provide any and all available warranty options through our support teams.
We have and will continue to support the 1-year warranty to all customers of our products.
For reference, our warranty can be found here: https://jawbone.com/warranty

Initial Business Response /* (1000, 7, 2015/05/29) */
We have reached out to the customer in hopes to set up a day and time to speak so we can further discuss options with customer.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I have tried to work with company by receiving a total of 4 malfunctioning UP24 bands. I have been very patient and willing to work with this company to resolve the issue: however, the company has not been able to find a permanent fix to their bands, which is unfair to me as a consumer. Therefore, I will continue to pursue getting a refund. Thank you
Final Business Response /* (4000, 12, 2015/06/08) */
As previously mentioned, our eStore provides a 60-day return for refund policy.
Information regarding our return policy can be found here: http://store.jawbone.com/store?Action=DisplayReturnAndCancellationsPage&Env=...⇄ /> We have available warranty options to present to the customer, but any refund requests would need to go through the original seller when not purchased from Jawbone eStore and not within the 60-day return policy.
Final Consumer Response /* (4200, 14, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue resolved by Maryland Office of Atrorney General. Thank you

Initial Business Response /* (1000, 7, 2015/06/23) */
This has already been resolved and refund has been processed for customer.

Initial Business Response /* (1000, 5, 2015/12/22) */
The warranty has been fully supported for this customer.
Each of these customer's requests are outside of the warranty provided on our products.
For clarification, this customer purchased a product that is several years old at this...

point, and is no longer actively manufactured. We have processed a replacement for this customer and have expedited the shipping process.
It is important to note and for this customer to understand that our warranty calls for the customer to ship their non-functioning product prior to a replacement being shipped to a customer and the customer is to bear the cost of shipping their product. We have processed an advanced shipment of the replacement for the customer with expedited shipping. As found in our warranty, all available troubleshooting must be exhausted in determining the product no longer maintains it's warranted functionality, regardless of the time as the lose of use during this time is not covered under our warranty.
As we have processed several exceptions for this customer, we will not be proceeding with any more exception requests from this customer moving forward and will continue to provide the remaining standard warranty coverage.
This customer can reference our warranty here: https://jawbone.com/warranty

Initial Business Response /* (1000, 5, 2015/04/15) */
New info regarding UP3 ship dates are available on our blog here: https://jawbone.com/blog/jawbone-announces-up3-shipping/

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

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.com. Our Customer Care team responds to customer support cases in the order in which they were received. If 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 window. When 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 /* (1000, 7, 2015/05/19) */
We've located this case and will be reaching out shortly.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 16, 2015/08/24)...

*/
As previously mentioned, our eStore comes with a 60-day return for refund window and when purchased from a different seller we would recommend returning to that original seller if seeking a refund.
We have and will continue to fully support the warranty for this customer.
For reference, as stated in our warranty, the loss of use during the period is being repaired is considered an exclusion to the warranty. We moved forward without repairing this customer's device, but rather replacing his product with a newer model due to availability of replacement stock for his original product.
Our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 18, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jawbone products are defective. Further, Jawbone's above response mentions repair being an exclusion to the warranty. Repair of my UP24 was never mentioned as an option at that or any other time. Jawbone never had any intention of repairing any of my defective devices. Replacement of defective product with inferior product has been Jawbone's only offer throughout this process. That is a perfect example of Jawbone's deceptive and unfair business practices
My Up2 was recently replaced under warranty. The replacement has a slightly different band and is causing significant skin irritation. Jawbone has failed repeatedly to live up to my expectations and I want a refund of the original Up24 purchase price of $129.99 plus tax.

Initial Business Response /* (1000, 8, 2015/06/19) */
Customer was previously advised of the shipping for the replacement product and that product has already shipped and been delivered to the customer.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/24) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/25) */
A warranty replacement has been processed to support the warranty, customer will be receiving a shipment confirmation email soon to track the package.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
In reposnse to the Revdex.com complaint Jawbone has sent me a like replacement of an Up2 band that satisfies their warrenty commitment.

Initial Business Response /* (1000, 7, 2015/05/27) */
A resolution was accepted by customer in regards to this product.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In lieu of refunding the approximately...

$155 paid for the UP 24 product, the business offered a conditional resolution by replacing the product with an UP Move and a $50 'ONE-TIME' voucher which could be used towards their online store.
a) At June 1st, I have not received the UP Move product.
b) When I used the $50 voucher towards another product, I became concerned with some issues on the unit so I returned the product I had used the voucher for.
I am disappointed that the business refused to reissue my $50 credit voucher and up to this day have not shipped the UP Move product. Though I accepted the resolution offered by the business, I really have nothing to show for it other than a conditional offer.
Nothing has been resolved to this day.
Final Business Response /* (4000, 11, 2015/06/08) */
Have reached out to this customer an came to an agreed upon resolution on 6/2.

As previously mentioned, this customer has been educated on our warranty that comes with Jawbone products and how proof of purchase is clearly stated as being required during the claims process for a repair/replacement if the product no longer maintains it's warranted functionality. 
 
Again, there is no action be taken on this claim regardless if the customer accepts or rejects this information.

Initial Business Response /* (1000, 5, 2015/05/28) */
We've located case and will be reaching out shortly

Initial Business Response /* (1000, 5, 2015/08/24) */
The warranty has been fully supported for this customer, and the replacement has already been delivered to the customer. As stated in our warranty, loss of use during the time which a product is being repaired is considered an exclusion from our...

warranty.
We had moved forward without repairing this customer's device, but rather replacing their device with a newer product due to not having available replacement stock of the product originally purchased.
Our eStore comes with a 60-day return for refund window, and when products are purchased from a different seller, we would advise returning to that seller if seeking a refund.
We have and will continue to fully support the warranty for this customer, and for reference, our warranty can be found here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/12) */
We have reached out to this customer in hopes to resolve this and are working to set a time to further discuss with the customer.

Initial Business Response /* (1000, 5, 2015/12/22) */
As found in our warranty, lose of the product is not covered under the warranty provided to our customers.
Our jawbone.com eStore comes with a 60-day return for refund period and when products are purchased from different retailers,...

including Amazon, we recommend reaching out to the original seller if seeking a refund.
Our Customer Care team is always available to discuss our warranty and can be reached at 1-800-JAWBONE. Additionally, this customer can review our warranty here: https://jawbone.com/warranty
We will not be proceeding with this customer's request.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jawbone Is responsible for manufacturing faulty products regardless of where they were bought.
Final Business Response /* (4000, 9, 2016/01/12) */
As was previously mentioned, the warranty has been fully supported for this customer. As stated in our warranty, lose of the product itself is not covered under the warranty provided. Our team is happy to discuss the warranty with this customer if they would like, but as the warranty has been fully supported, we will not be moving forward with this customer's request.