Jawbone

Purchased Jawbone December 18, 2015. It has been 2+ years after corresponding and lately with no replies. After re-applying and promise of sending a check that has never arrived, they go silent.

In my opinion, there should be a class action suit against this disgraceful company.

Jawbone Care (Jawbone Care)

Sep 19, 06:43 PDT

Hi Walter,

Good news! Your UP2 is eligible for replacement under warranty. Since this model is out of stock, we will send you a refund for the purchase price of the item.

Refund amount: $105.95

Your refund check should arrive within 4-6 weeks and will be mailed to the address below:

Walter Woods

2203 Deerfield Way

Scotrun, Pa 18355

Thanks for your patience throughout this process. Please reach out by replying to this email if any information above does not appear correct.

Sincerely,

Jawbone Care

Hi xxxx,

We have submitted your warranty claim for processing, and have assigned you the reference number: 0388****.

Our normal warranty terms and conditions require you to return the non-functioning product before receiving a replacement, but I don’t want you to go without your Jawbone product any longer. I've requested we ship the replacement first as an exception. As an additional exception courtesy, we will absolve the requirement to return your non-functioning product. Please recycle your product at your nearest electronics recycling center.

Please expect an e-mail confirmation as soon as the package leaves our warehouse.

If you have any questions, reply here.

Remainder Warranty: Your replacement Jawbone product comes with a 90-day service warranty; however, you are entitled to the remainder of your original warranty (based on your purchase date) if the time remaining on that warranty is greater than 90 days.

Your reference number for this contact is 0388****.

Martin

Jawbone Customer Care

https://jawbone.com/support

Monday - Sunday, 6AM-7PM (Pacific)

--------------- Original Message ---------------

From: support@***.com [support@***.com]

Sent: 10/24/2016 10:57 AM

To: ww.purchasing@***.com

Subject: UP2 - Cosmetic issue [ ]

Hi Walter,

Thanks for sending this information over. We've verified the warranty coverage on your wife's UP2, and have everything we need to process the exchange.

At this time, due to inventory constraints, it will take up to 3 to 4 weeks for us to resolve your warranty claim from the date it was processed. We apologize for the inconvenience, and will be in touch once more information is available. We are working through fulfilling these orders as soon as possible. We appreciate your patience.

If your wife would like to use the UP App to track your steps without a band, follow these steps:

- Open the UP App

- Tap the band icon in the top right corner

- Tap "Add a New UP"

- Tap "Track with your phone"

If you have any questions, please reply here.

Your reference number for this contact is 0388****.

The app won't let me log in at all. I can't retrieve my password...NOTHING!

It was great for the longest time and one day....just like that nothing! I have had the UP for almost 3 years and loved it. Now no customer service, no website, not one thing and that stinks. I can't create a new profile because it thinks I already have one yet I can't log into it nor can I retrieve my old password even though I know the correct password.

This is crazy. I am not a technical person at all but I am recovering from cancer and in the Live Strong program at the YMCA. This device helps me keep track of my progress.

It was simple and right to the point which is what I liked about it. I hate the thought of having to start over again.

Jawbones website is down and there is no customer service. We can no longer use our mini jambox to play music which cost over $100.

I see other similar complaints. Does the company even exist? This is very frustrating considering our only option now is to throw it away! This is unbelievable and the fact that they can walk away and have no responsibility for all of the product out there that is either broken or needs updated blows my mind.

Someone needs to step up and make this right. This is the most frustrating thing I've experienced in the world of electronics.

So unhappy to say the least. I hope others read this.

Unable to set up account. Cannot find website or phone number to call to help fix it.

Was able to pair easily but not set up account. Went thru all of the steps on the app several times but will not set up. Not sure what to do next. I had this before and lent it to my son to use and he never used it so he gave it back.

Had an account before but that wont come up either. Will not send me password help tried that.

Not sure what else to try. It is an UP 24 I have had it for several years not sure if that is the problem.

It keeps saying that I can make an account tried on iPad and iPhone 6+!

I have the first one and the Up 3 both won’t work, I cannot get anyone to answer the phone I get the same message every time!!!

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 support@***.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.

My Big Jambox no longer charges. Used it approximately 20 times and now it will not charge the unit? I Have tried using other outlets that are confirmed to have power to them, with no avail. The unit has not been dropped or exposed to elements to damage it. It has been kept inside the house for the duration of its life.

Not too sure what the options are at this point, but really hoping that one of you guys can steer me in the right direction.

Now I get to say a whole bunch of extra words, to trigger the minimum 100 word requirement to say that my portable speaker no longer works and someone who gets paid to fix the problem is satisfied.

Please assist

Smithiii@***.com

Thanks

Nick

I can't set up my UP Jawbone account. I downloaded the UP app and it lets me get as far as setting up my account through email, but once I get to set up a password, it won't submit.

I tried it on 2 smart phones. It doesn't have a way to set it up on a PC. I have called the customer service number and first I got a recorded survey wanting me to take a survey for a cruise. I called 5 times and finally got an automated recording giving me a number to call for support.

The number has been disconnected. I have no way to use to Jawbone Move I purchased.

I tried calling again and got the automated survey again. I