Static and dropping bluetooth - My customer service call experience

[grg]

Hey everyone,

I've been browsing the forum, like many of you, trying to resolve all of the issues I've been having with my Jambox. I got it as a gift just about a month ago and it worked perfectly for about 2-3 days. All of a sudden it started dropping my bluetooth connection with my Mac, though it still worked with my iPhone. After a few days it stopped working with the iPhone as well. Then all of a sudden it developed the infamous "static" problem where once turned on, it just gives static through the speakers and won't do anything else. 

I've read through all the help topics and the forum suggestions and have done literally everything. Reset my bluetooth, paired and unpaired, reset all the settings on my Mac, did a soft reset, all to no avail. 

I finally gave in and decided to call Jawbone. They were very kind on the phone but not very helpful at all. After having me do a hard reset (which is undocumented online) they decided to offer me a replacement unit because the bluetooth in mine is "defective." When I mentioned the AUX port being the issue (and mentioned the screwdriver fix) they just said it was the bluetooth. I don't want to receive a replacement that's just going to have the exact same issue. 

In terms of the replacement procedure, I have to send them my Jambox first, then they will mail me a replacement. At my expense. I'm sorry to say, but this is REALLY poor customer service. I've dealt with similar issues with Apple before, and have been sent out a replacement and shipping box next day, to my door, I just simply drop my device in the box and FedEX comes to pick it up. They pay for all the expenses. I'm kind of miffed that I paid $200+tax ($230), and now have to spend my time and money going out to the post office and shipping this off to them.

I'm incredibly dissatisfied with the service and the device. I honestly don't even want a replacement because I'm afraid it's just going to crap out on me again with no real troubleshooting solutions. I wish I had gotten a Creative or BOSE system instead. I'll definitely be telling friends and family to avoid this device. It might look great, but if it doesn't do the one thing it's meant to do (play music) then what's the point?

[atlbraves1290]

The same exact thing happened to me. I Have had mine for two months and it just started messing up. the only way to play music is from the audio cable and it doesnt even work all the time. the bluetooth doesnt work at all. 

I bought mine online from a seller that was not one of jawbones "authorized" sellers so they would not do anything at all to help me. The customer service rep i spoke to was rude and useless. The best thing she said she could do is send me a 25% off gift card once i sent my old jambox in. it makes me so mad that they will not replace it when it is THEIR fault that the speaker is defected. So now I am stuck with a broken, defected jambox unless i want to buy a new one after i just spent 200 bucks on a POS one. 

With all this said, i am never going to buy another jawbone product and I am going to tell all of my friends and family never to buy anything from jawbone either. So good job jawbone, you just lost multiple future customers because of your piss poor customer service.

[JawboneJaimie]

Hi everyone,

Please check your private inboxes at this time. I had some follow-up questions for you both.

Thank you!
JawboneJaimie 

[audiofeele]

I'm experiencing the same problems that everyone else seems to be experiencing.

I received my JAMBOX February 11, 2012 as a gift. It worked wonderfully with my iPhone up until today when audio play ceased to exist via bluetooth. I absolutely love(d) my JAMBOX.

After following all troubelshooting suggestions, updating all software and firmware for my MacBook Pro to lion and reinstalling 5.0.1 on my iPhone 4, the problem still has not been resolved.

I have configured the JAMBOX to forget all paired devices and vice versa.  Unless the AUX cable is plugged in to the JAMBOX the only audio that can be played is through the headset. There are now certain voice features that no longer seem to be programed on my JAMBOX  (eg "jambox is in pairing mode" etc), though it would be very hard to recognize as it sounds as though every phone within a five mile radius is using it as an external antenna to send/receive messages.

I was wondering what steps are necessary to resolve this issue as it seems I have exhausted all self-help troubleshooting strategies. I really don't want to see this product go after having for just a few weeks.

PLEASE HELP!

[audiofeele]

[NOTE] Jambox does not pair with MacBook Pro nor iPhone 4.

[duffytn]

I have this same issue, called, dealt with the same horrible customer service and 'solutions" Jawbone offered with the FAMOUS UPBand.. 

Still have static, hate to use my Jambox now.  Worked for a week straight, then started this issue. 

HELP

[JawboneJaimie]

Hi duffytn,

I'm sorry to hear about your JAMBOX having static. Can you please send me the incident number you received when you contacted our Customer Support team, so I can further investigate your issue?

Thanks!
JawboneJaimie 

[gauty]

Like the rest of you I'm experiencing static, after one day. The first day prior to charging, the device was working perfectly (Bluetooth audio, Bluetooth speaker) with the new iPad, Macbook, the iPhone4 and iPhone 4s. 

I paired almost everyone's phone or device to test out the sound as I was impressed with the product. 

The next day, I've been suffering the static sound over bluetooth audio, which is now become into a very low sounding song being played. Low sounding I mean you have to put the speaker next to your ear. Also the speaker does not notify you when its in pairing mode.

I called jawbone, who try to help, although they should give you all the solutions and say if this doesn't work, please send it back at your expense. I feel like everyone is put in the dark with the common reply, call 1800-JAWBONE. It would be nice if the could post the solutions in a FAQ and let people figure it out themselves and if it works, they don't need to call regardless where they are. 

I've tried the following still no luck (50.000 x times and in every possible order)

- Soft reset: Holding down the circle button (talk button) and plugging it into the charger and then releasing. You will see the red flash

- Unpair / Pair again; being deleting it from every device, restarting all of them and pairing once more. 

- Hard reset: Turn on the jambox and press the circle button six times, when you see the light flash red, hold the button in and it will go into pairing mode. Before doing this make sure you unpair the jambox from your phone/computer.

- Inserting a small screw driver and aux cable, which worked for some people and now for me.

- Updated the software to 2.1

The worst part I live outside of the states, therefore no easy way of returning this to jawbone. Hence I'm stuck with a $200 speakerphone/wired speaker that looks cool but does not function as advertised. 

So I'm begging the people at jawbone please post some software/firmware update that people can download and that will fix the Bluetooth audio function. Instead of solutions I mentioned above that are not working. It does not make any sense to post a reply to this comment that I should get in contact with you personally as people reading this would like to know what solution I got. So please post a proper reply or let me be done with this issue, as it has plagued me and frustrated me.

Thanks.

[JawboneJaimie]

Hi gauty,

We do publically share and post troubleshooting information but we often have to work with an individual customer to figure out what's happening in their particular situation. So we are going to have a specialist contact you and see what we can do to help resolve your JAMBOX issues.

Thanks for your patience!

JawboneJaimie

[gauty]

Hi Jaime, No one has conacted me, shouldnI call customer support?