Jawbone

Initial Business Response /* (1000, 5, 2015/12/15) */
The warranty has been and continues to be fully supported for this customer.
As discussed on numerous occasions within the customer's support case, it has been confirmed that the customer experienced an issue with the software application...

for the product. When the customer was asked to test this on a different secondary device to see if the issue persists with different version of the software, the customer confirmed the functionality worked on a different device. This confirms that the customer experienced an issue with the software application on her specific device, and the warranted functionality is not altered.
As stated to this customer previously, we do not guarantee continuous error-free software under the warranty, and through normal troubleshooting, it was confirmed that the warranted functionality is not altered when testing on a different device.
Our Development team will continue to determine the cause of what the customer is experiencing within the software application on this customer's secondary device. Replacing the product would not resolve what the customer is experiencing.
Our jawbone.com eStore comes with a 60-day return for refund time period, and when the product is purchased from a different original seller, we recommend returning to that seller if seeking a refund.
We will not be moving forward with this customer's request.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jawbone still claims on their website that the UP2 is compatible with Android 4.0 or later. I bought the UP2 specifically to use with MY phone which meets these requirements and it didn't work for 3 months so how is that a software issue with MY device? The fact that it works on a device other than mine is completely irrelevant when my device meets the requirements the company has stated. They can't fix their own software issue and this is a shady attempt to not only blame the customer but to not honor the warranty. I see now why complaints with this company and their products run rampant.
Final Business Response /* (4000, 9, 2016/01/06) */
As previously mentioned, the warranted functionality of the customer's product remains fully functional and our team is working on resolving the reported experience for this customer. As mentioned on several occasions in various platforms to this customer, continuous error-free software is not included within the warranty coverage of our products. As this customer has verified and confirmed the issue does not persist on a different device, the issue has been isolated to an error within the UP app software that we are working on resolving.
Because this has repeatedly be positioned, this will remain the same and we will not be moving forward with this customer's requests. We will inform this customer when the reported experience has been resolved.
Again, our 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.)
I fully understand Jawbone's response. They have crafted a warranty that allows them to keep their money while providing the customer with a non-functional activity band by calling it an "error". If the band isn't functioning with a customer's device then it is NOT FUNCTIONAL for that customer. It is irrelevant to me that it works on someone else's device when it isn't functioning with MY device. They believe they are honoring a warranty as long as it is functional with SOME but NOT ALL of the devices they state their product is compatible with however, I don't consider 3+ months an error. I consider that a major malfunction when their product does not work for months at a time with ALL of their stated compatible devices.
As stated repeatedly in their response, Jawbone will not provide a refund for my non-functional band. But lucky for me they will be so kind to inform me, after months of waiting for my $100 band to finally work with my device, that they will let me know when their "error" has been resolved.
Jawbone please go ahead and inform me when your "error" has been resolved. I've been waiting for months and I am still waiting . . . .

Initial Business Response /* (1000, 6, 2015/10/26) */
The warranty has been fully supported for this customer.
Our most recent contact included reaching out to the customer to further discuss his case, and the customer answers the phone to demand an exception that is not a part of our warranty...

and then hung up on our Customer Care team who has attempted to assist this customer.
As with any warranty replacement, all troubleshooting must be exhausted prior to issuing a warranty replacement, the customer refused these steps of standard warranty procedure. When continuing to follow standard warranty procedure by asking the customer to provide proof of purchase, customer was unsure if he had access to this. With the product the customer owns being several years old, we no longer sell this product, but continue to support the remaining warranty coverage.
As the customer mentioned in their desired resolution, while our warranty states it is at our option to repair the customer's device, or replace it with a new or refurbished product at our own discretion. When this cx was sent a replacement, we sent a new product to better this customer's experience with the product.
Most recently, an exception was positioned for this customer with the replacement process by shipping the replacement to the customer first. Our standard warranty procedure calls for the customer to ship their current product to us first at their own cost prior to shipping the replacement band to a customer. This was an exception we made to process and ship the replacement first with a pre-paid shipping label as well to cover the cost of shipping the current product to us. This was an exception that was positioned to the customer.
So, as there have been several exceptions made for this customer, if this customer would like to further discuss anything related to our warranty, they are free to contact our Customer Care team as standard procedure. For reference, this customer can locate our warranty here: https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please be informed that I absolutely did not hang up on the representative. At the end of what was a very frustrating discussion I told the representative that we have nothing further to discuss, she said goodbye and we both hung up. Therefore, the representative is lying. With regard to my demanding "an exception that is not part of our warranty" that is also a lie. The 90-day warranty copied here is quite clear "We've verified the warranty coverage on your UP Fitness Tracker, and have everything we need to process the exchange for a one time exception of a Large Onyx UP band. ** Please remember that your band with be covered under a 90 day warranty." As stated before , the replacement worked for less than a month. Therefore, under the terms of the 90-day warranty (which is still in effect) Jawbone is obligated to replace it with an identical device. Jawbone has refused to honor the warranty.
The statement that I refused the troubleshooting steps is yet another lie. On October 15, I spent a long time on the phone with Patrica in which we went through several troubleshooting steps, all to no avail. At the end of this conversation she refused to honor the warranty and offered me a discount coupon which I refused. This is documented here.
"Hi [redacted],
Thanks for calling in today. If you change your mind about the discount code please do not hesitate to contact us and we would be happy to send it to you!
If you have any questions or need any assistance in the future, please visit www.jawbone.com/support, reply here or give us a call at the number below. Any one of our representatives will be happy to help.
Your case number for this contact is XXXXXXXX.
Thanks again, [redacted] I hope you have a great day.
[redacted]
Jawbone Customer Care
1-800-JAWBONE / X-XXX-XXX-XXXX
Monday - Sunday, 6AM-7PM (Pacific)
ref:_[redacted]:ref"
With regard to providing proof of purchase, Jawbone requested that I send them the purchase receipt which I no longer have. I told the representative that I have the box. Why can't that serve as proof of purchase? The device is not "several years old". It was purchased two years ago. During that time it was replaced four times because the device stopped working. For three of the four times I was told by the representative that the one-year warranty begins again from the time the replacement is received. [redacted] denied this. Does this mean the representatives I spoke to previously were lying?
It is interesting that Jawbone claims that it sent me a "new" product. Yet this "new" product lasted less than a month!! Astonishing.
The statement that " Our standard warranty procedure calls for the customer to ship their current product to us first at their own cost prior to shipping the replacement band to a customer." is contrary to my experience with the four previous replacements. This I documented in the e-mail copied here.
"To Whom It May Concern:
I find the statements in the second paragraph quite curious. It is contrary to the fact that for each of the four previous replacements I received the replacement before I returned the defective device. Therefore you are not doing me any favors. This is a sad commentary on Jawbone."
I am closing by copying one of the more that 2000 negative reviews of this product on Amazon.com with some comments by other persons. This review, similar to my experience, speaks for itself.
"1.0 out of 5 stars Two (now FOUR!) Ups down, no refund, May 21, 2013
By[redacted]
This review is from: UP by Jawbone - Medium - Retail Packaging - Onyx (Discontinued by Manufacturer) (Wireless Phone Accessory)
What a cool premise! Everything the Up was supposed to do appealed to me.
I got my first one a bit over 2 months ago. It was awesome. Until it stopped working. Well electronics aren't foolproof. So I informed them of my experience and they said they'd send a replacement. While I was waiting for it to arrive I mentioned that I expected the 60 day return policy would reset with my new band, but I was told it did not. I thought that was odd. I would expect to get two months of uninterrupted service to decide if I wanted to keep it, but that clearly is not their policy.
Now as of yesterday my second band is also dead. No lights, no vibration, no charge or sync, and resets don't work. Frustrating!
I asked for a refund and was told I'm outside my 60 days - which according to them start from the day you order the product! Mine took well over a week to arrive, and I waited for another week for the replacement. I have had a functioning band for less than 60 days but they refuse to bend. I am stunned by the poor consumer experience.
Bottom line, the band fails way too easily and often for me, and you have no recourse if you're out of the 60 day window. I would avoid this product, and I would avoid this company.
[redacted] Update after 6 months [redacted]
I have now made my way through 4 up bands, and each one has failed on me in about the same time frame. I think I am still under warranty, but honestly I no longer have the energy to go and get another band only to have it fail on me in another couple weeks. I still love the idea of activity and sleep tracking, but this product clearly isn't engineered to be robust enough to provide a solution for more than a couple months at best. Very disappointing.
[redacted]. says:
Thank you for this review. I will take my business elsewhere because of these issues. What a headache!
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Posted on Jan 2, 2014 7:03:17 AM PST
[redacted] says:
Something is missing here. You bought one and it died. They replaced it with a second one and it died. Where did 3 and 4 come from? Did you buy another one?
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In reply to an earlier post on Jan 2, 2014 9:12:13 AM PST
[redacted] says:
Just didn't type in all the details. Numbers 3 and 4 were also replacements provided under warranty. After #4 bit the dust I felt it was no longer worth my effort to try to get replacements as they only lasted 6-8 weeks each. So even though I probably could have gotten #5 and #6 for free I didn't bother. Sorry for the confusion."
Evan a superficial examination of the more than 2000 reviews will confirm that this product is a disaster for which we, the customers who bought the product in good faith, have been victimized.

Final Business Response /* (4000, 10, 2015/11/16) */
As previously mentioned, the warranty has been fully supported for this customer and they have been informed of our 60-day return for refund window when products are purchased from our jawbone.com eStore.
This customer has been informed of this on multiple occasions as well as the exceptions that have been made. We are not moving forward with this customer's desired exception request.
Final Consumer Response /* (4200, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At best this response is characterized as irrelevant and nonsensical. The issue is not related to the 60-day return policy and the product was not purchased from the Jawbone e-store. I am left to wonder at the intelligence of the respondent. This is not surprising from a company that is morally and ethically bankrupt.
I will no longer be responding to the nonsense emanating from Jawbone. I have purchased a Fitbit Surge with which I am very happy.

Initial Business Response /* (1000, 6, 2015/06/12) */
We have come to an agreed upon resolution for this customer.

Initial Business Response /* (1000, 5, 2015/10/05) */
The warranty has been fully supported for this customer. As with any warranty replacement, troubleshooting needs to be exhausted prior to processing any replacement. When replacing this customer's device, we have made the exception to do an...

advanced exchange. Our warranty normally calls for the customer to ship their product to us at their own cost first before sending a replacement, we have shipped the replacements to the customer first and cover shipping for his product first.
While our warranty does call for a device to be repaired or replaced, it is our choice to send a new or refurbished product, and we have sent the customer a new condition product each time.
Based on the information available, this customer has had a total of 6 replacements on record, which were advanced exchanges. As mentioned within this customer's most recent support case, we are investigating the app issue he is experiencing. As this is a software issue, it is stated in our warranty that continuous error-free software/services is an exclusion from our warranty. Any action we take at this point for the customer is an exception as the concern the customer has raised to our Customer Care team is an issue that is not covered under warranty. For reference for this customer, our warranty can be found here: https://jawbone.com/warranty
As we have gone above and beyond our normal warranty terms for this customer, if there is any questions or further concerns that we can assist with, this customer can reach out to our Customer Care team for further clarification.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/16) */
We have already informed the customer on this matter.
For reference, this customer is located in an area where we do not provide warranty support, but is asking for an exception.
Our team has reached out to the customer in the open...

support case we have for them.

Final Consumer Response /* (2000, 6, 2015/12/01) */
JawBone has sent to me a desired warranty replacement. I am satisfied now and this case may be closed.

I have still not received my property. Jawbone support phone line is still down.  Still no reply to any of my emails. If I stole from this company I would be put in jail. Somehow they stole from me and I can do nothing but file these claims with the Revdex.com that seem to get me nowhere.

This customer has been properly educated on the warranty that comes with Jawbone products from authorized resellers. 
 
This customer has confirmed they purchased the product from a retailer that sells via [redacted], but not [redacted] directly. As third party sellers on [redacted] are not...

authorized to sell Jawbone products, there is no warranty coverage that comes with any Jawbone product purchased from these unauthorized resellers. 
 
As this customer has been properly educated on the warranty for Jawbone products, there will be no action taken on this claim due to purchasing the product from an unauthorized seller.

Initial Business Response /* (1000, 5, 2015/04/15) */
UP3 will now ship with a water resistance comparable to, and in line with, most other multi-sensor trackers. This means that UP3 is resistant to everyday splashing, including while washing hands or in the shower, but it is unsuitable for...

swimming or submerged use.
We understand that this may be frustrating or disappointing for you, so if you wish to cancel your pre-order we will do so.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item was initially advertised as being waterproof and priced accordingly. However, during production it was determined that the item could not be manufactured as described, that is, it was not able to support a waterproof quality. It is being manufactured as "splash proof", not waterproof. Despite this, the price has remained the same even though the quality is now less than originally claimed. As a "middle ground" request, I think an additional $50.00 is reasonable, realizing that previously a $40.00 rebate was applied. I do not wish to cancel this order as it was specifically requested for my son's birthday. Thank you.
Final Business Response /* (4000, 9, 2015/04/28) */
Thank you for reaching back out. We apologize if you are dissatisfied, but are unable to provide a discount for the product beyond the $40 that you've been offered due to the delay in shipping.
Final Consumer Response /* (4200, 11, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is deceptive in its advertising and he product does not add up to it's previously advertised "waterproof" status. The customer has no regard for customer satisfaction. They promise you one thing but do not provide it - even after 5 months of making the customer wait. The old "bait and switch". Shame on me for believing them and paying upfront for a substandard product.

Initial Business Response /* (1000, 7, 2015/06/23) */
This has already been resolved as a replacement has been delivered to the customer.
Initial Consumer Rebuttal /* (2000, 9, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Jawbone replaced my faulty...

band with a new comparable model in retail packaging.

Initial Business Response /* (1000, 5, 2015/12/04) */
The warranty has been fully supported for this customer. For reference, we provide a 1-year limited warranty on our products. This customer is referring to a supplemental feature for the product that does not alter the warranted functionality of...

the product itself.
As the warranty has been fully supported and based on the information available, the warranty coverage for this customer's product has expired. We will not be proceeding with this customer's request.

Initial Business Response /* (1000, 7, 2015/05/19) */
We were able to speak with customer and agree on a resolution of a replacement for the same product & model.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
It is still poor customer service. It wasn't what I agreed to it is what the company stated they would do. Because there have been so many issues with this "discontinued" model... I am just waiting for the day that I wake up and realize it's not working again. It took weeks for the company to even respond to me.
Final Consumer Response /* (3000, 17, 2015/07/02) */
The consumer indicated he/she DID NOT accept the response from the business.)
The brand new Up 24 Jawbone band that was replaced in May IS NOT WORKING. That is the 5th band I have received from Jawbone. The product is defective and it does not work properly. I stated in the first complaint I was not please with the resolution and asked for a refund after the 3rd band. I don't want or need a 6th band.
Final Business Response /* (4000, 19, 2015/07/06) */
As previously mentioned, our eStore comes with a 60-day return for refund policy.
This eStore information can be found here:
https://help.jawbone.com/articles/en_US/PKB_Article/Jawbone-eStore-FAQ
The warranty has been fully supported in each case, and we are happy to continue to provide warranty support if needed.

Initial Business Response /* (1000, 5, 2015/07/23) */
Our support team is in contact with this customer and is reaching out to further discuss the open support case.
Our eStore comes with a 60-day return for refund period, and when items are purchased from different sellers, we advise returning...

to the original seller when seeking a refund.
We are fully supporting the warranty for this customer and will continue to do so through the open support case we have for her currently.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked that the company refund the band instead of replacing it. I was only 30 days over the normal refund period and since I suffered such poor customer service, you would think they would make an exception to the policy.
In addition, the company did not replace my exact item, but instead told me my only options were only a light gray or orange band. Neither are the original color or one I would prefer. Also, it was not a factory sealed new item, but instead a refurbished item without packaging. I do not feel that is an equal replacement to the one I purchased.
The warranty issue was filed on June 8th and I received a gray replacement today, July 30th. I kept record of the return shipping information since the company likes to accuse people of not returning their items when we use their shipping labels.
Final Business Response /* (4000, 9, 2015/08/05) */
The warranty has been fully supported for this customer, as the available warranty options were provided for the customer.
As we work to maintain replacement stock available, when replacement stock is not available, we look to provide an alternative for the customer to continue to use the product, which was performed for this customer.
In providing the replacement to the customer, we made an exception to ship the replacement first and provide a shipping label to return the product. As stated in our warranty, the standard warranty claims process has the customer cover the cost of returning their product and covering the cost of returning their product prior to a replacement being shipped. This was an exception made for this customer.
As also stated in our warranty, it is at our option to either repair or replace the defective device with a new or remanufactured device. While this is stated in our warranty, we also had shipped the customer a brand new device. This new device was packaged as a replacement, but again, fully supporting our warranty and was shipped in advance as an exception.
For reference, our warranty can be found here: https://jawbone.com/warranty
The customer is aware of our 60-day return for refund policy, and we are and will continue to support the remaining warranty coverage for this customer.

Complaint: [redacted]I simply want this to remain as an unfavorable report on this company in the Revdex.com files.
They have a poorly designed product that they do not support. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/12) */
A resolution has already been provided and clarified to the customer to assist in getting the customer back up and running with the replacement.

Initial Business Response /* (1000, 7, 2015/06/19) */
We have reached out to this customer in hopes of coming to a resolution and are waiting for an appropriate time for the customer to further discuss a resolution.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/24) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
Jawbone sent email to discuss this matter.
I replied case number from March.
They should check history before contact me.
Final Business Response /* (4000, 19, 2015/07/15) */
We have reached out to this customer in hopes of further discussing this matter and the customer had mentioned they were currently international.
The customer has indicated they are currently in a non-supported country, where we would direct the customer to the retailer/distributor to look into warranty options.
The customer has already indicated within their response that they would be sending the replacement to a friend. In our warranty, the Warrantee is a consumer who purchases a new, covered Jawbone device from an authorized seller. This warranty cannot be assigned or transferred to any subsequent purchaser or user. Which is what the customer has indicated.
For reference, our warranty can be found here: https://jawbone.com/warranty
Final Consumer Response /* (4200, 21, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not international warranty.
I am not in USA recently.
Will back after 1-2 months.
It is not warranty transfer.
I can let my friend send damaged UP24 because I left it in my friend hand.
So Jawbone have to send replaced after I back USA?

Initial Business Response /* (1000, 5, 2015/08/24) */
As explained to the customer, he is outside of the 60-day return for refund window. The customer's order shipped on 5/14/2015 and was delivered by FedEx on 5/16/2015, the customer first synced the product to his account on the same day,...

5/16/2015. The customer first contact us on 8/8/2015 with an issue he was experiencing, which is outside of 60 days.
As also mentioned within the customer's support case, we moved forward with an exception to do an advanced replacement as a courtesy due to his experience.
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.)
What they do not say is that the warranty is for a year and the 60 day refund was not in place on there website at the time I ordered. This product was faulty and does not work at all now and had not worked correctly for a month before I went to there problem department. Also when I discussed the problem with them they said they were sending me a new one that day overnight and I still do not have it. It has been over a week.
Excerpt from the Jawbone email:
Your replacement tracker will ship FedEx Express Overnight with a prepaid return shipping label included in the box. Please use this label and the box your replacement ships in to return your current Jawbone device including all accessories. We will be shipping you a fully packaged and new product which includes new accessories. Be sure to write your return reference number and full name on the outside of the package so we can quickly process your return. The return package can be dropped off at any FedEx location or FedEx Express dropbox.
I think this is very poor customer service from a company that delayed the ship date for over 3 months on the product because of problems. It is not like I just don't like the product it quit working due to poor quality.
Final Business Response /* (4000, 11, 2015/09/16) */
As previously mentioned, the customer had first contacted us after 60 days, which is our return for refund period.
The customer has been informed and agreed with this in most recent support case with our Customer Care team.
Final Consumer Response /* (4200, 13, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Company won't stand by their product. They sent me a replacement 30 days after they said they would and the first week it did not track my sleep 2 of 5 nights. It's just a poor product and poor customer service.

Initial Business Response /* (1000, 5, 2015/06/04) */
We have reached out to that customer and are working towards a resolution, pending a response on customer availability to discuss via phone.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
Jawbone decided to make an exception to their policies and issue a replacement.
Unfortunately the response here is incorrect because they finally did reply by email (as requested after spending hours coordinating and on the phone with them).

This customer has been properly educated on the warranty and no action will be taken on this claim. 
 
As clearly stated in our warranty, the loss of use during the repair/replacement claims process is not covered under our warranty and this is no exception. This customer has been...

informed of the proper expectation. 
 
We offer a 60-day return for refund window for products that are purchased from our jawbone.com eStore, but when products are purchased from different sellers, the customer will need to return to that seller if seeking a refund. 
 
To reiterate, there will be no action taken on this claim.

Initial Business Response /* (1000, 5, 2015/07/30) */
The warranty has been fully supported for this customer, as a replacement was provided when warranted. Per our warranty, any replaced device is covered for the greater of either the remainder of the original warranty period or 90 days following...

receiving the replacement device.
The replacement product that was sent to the customer was received on 6/27/2014, which is now over a year ago and the remaining warranty coverage for the product has passed.
For reference, our warranty can be found below:
https://jawbone.com/warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's has been well documented through other sources that this product has had issues. Now the product has been discontinued. Jawbone is well aware of the difficiences with the Jawbone UP, yet they refuse to acknowledge their faults.
120 dollars for a years worth of limited use is unacceptable.
Final Business Response /* (4000, 9, 2015/08/24) */
As previously mentioned, the 1 year limited warranty has been fully supported for this customer.
The customer experienced an issue that warranted a replacement while within this 1 year warranty and a replacement was provided. Per our warranty terms and condition this is a 1-year limited consumer warranty. That's what was provided to this customer.