Jawbone - $150 band was broken in less than a year and I’ve received no compensation or adequate customer support
My UP3 band was broken in July 2016 and I opened my first ticket using Jawbone support page on July 20th, 2016 I was asked for detailed information about the issue on July 21st and provided it on the same day. After that, I received the following reply from Jawbone Customer Care: "I appreciate you responding those questions for me.
In this case, I will go ahead and transfer your case to the proper international department so that they may better assist you" I didn't receive any further notifications about the status of my case so I asked about that (wrote a reply to Joe's email from Customer Care) on August 25th but received no response. After that, I wrote an email to email@example.com asking about my case on August 30th. I got an email from Jawbone Customer Care on August 31st, which was asking for the information I already provided: proof of purchase and shipping details. So I sent all the information asked again on September 2nd.
I received no response so contacted support via email again on September 9th asking about the status of my case. But again, received no response. After that, I wrote to support 5 or 6 times, I wrote to Jawbone social media (Facebook, Google plus). Few times I was asked for detailed information about the issue and proof of purchase again and provided that again.
My eligibility window passed on September 1st, 2016, one month after I contacted the support, provided all the information about my issue and received the reply about transferring my case to the proper international department from Jawbone Customer Care. At last Jawbone support contacted me few months ago but I was told that my "eligibility window for my tracker to be replaced had passed". But, again. I opened my first ticket using Jawbone support page on July 20th, 2016, 1 month before warranty eligibility window expiration.
And the final letter from support (September 19 2017): “Unfortunately because of a previous system migration we no longer have the information from any previous correspondence. At this time we can only proceed by the information we have on the ticket which shows the warrant being outside the eligibility time frame.
We apologize for the inconvenience in this issue and hope that you understand. At this time we will be closing this ticket and you should receive no further correspondence from Jawbone Care” They didn’t even ask me to forward the previous correspondence, which I obviously can do.
Review about: Jawbone Up3 Fitness Tracker.
Reason of review: Poor customer service.
Monetary Loss: $150.
Preferred solution: Full refund.
I didn't like: Lack of communication, Customer service fail, Disconnected customer service line and non-answered emails, Online support yields only a generic reply.