customer service and product [ Edited ]

[ihatejawbone]

I can't believe that Jawbone actually wants to hear feedback. The original Jawbone was great. The new smaller version that I paid to upgrade to sucks and then after tons of calls where I received terrible customer service, I was promised a refund and never received it. I will never due business with these guys again.

[dkvkb]

I think this company is going to be very surprised to hear about all of the unhappy customers.  I had the orginal Jawbone, and it would not stay on.  I asked about smaller ear buds, but there were none.  I then asked if I could trade for the newer one, and was told I could not.  I now have the latest, and it won't stay on & people tell me I sound like I am in a tunnel.  I truly hope this company goes out of business. Their product is poor and their customer service is even worse.

[ruben]

This is an excellent opportunity to tell the world how bad the customer service is. For months I was trying to get a replacement unit for my defective original Jawbone. After emails emails and more emails from customer service I was not able to get anywhere. After three months I tried again and no one seems to care at all. Quite honestly you people need more than a forum to fix your internal problems. I suggest you get a fresh customer service staff and start from scratch again.

I wish good luck to your remaining customers.

[Jesse]

The product was fine but the charger cap came off and was lost. I tried for months to get a replacement sent but was fobbed off with various contact details that would not work from the UK. Eventually got no replies. Seems service is very poor but when working the product was fine. This was over  a year ago and I continue with my botched attempt to keep it charged and not damage the top part of the unit. Hope someone reads the forum from jawbone and responds direct to complaints.

[mattcurtis]

Original unit broke at charging cap. Dealt with customer service and they go by the book down to the small print. Ok. No free lunch, here. Went to the store to have my receipt printed (bought the unit a year earlier, threw out the receipt), gave my card info, got the new unit (old JB1), sent the broken one back and that was it. The system worked for me.

[kkroadie]

I use my cell phone 4-6 hours a day.  The need for a reliable earpiece is mission critical.  I have tried virtually every bluetooth earpiece made and was THRILLED to find bluetooth.  I started with the original one which worked great but hurt my ear (no matter which configuation I tried)  I was probably one of the first people to order the new smaller version (when they were black only).  The one I got in the mail from JB was defective out of the box.  They glad replaced it (no harm no foul).  That unit worked great until I accidentially dropped it in the toilet (Oops my bad).  I went to Best Buy and bought another one at full retail because I couldn't bear to be without my jawbone.  The unit worked for about two months.  As I was charging the unit it got very hot (like almost melting plastic hot) so I unplugged it.  It was dead.  Based on my pleasant experience when I got my first defective jawbone (and grateful it was obviously under warranty) I called Jawbone so called customer service.   He asked for my date of purchase (which I had) and the serial number (which I had).  Now all I had to do was produce my receipt, mail back the unit (at my expense) and in 4-6 weeks they would send me a new unit if it qualified under warranty.  WHAT-THE??

I almost set fire to my car charging the unit and I have to wait 4-6 weeks?

Also last I checked this is 2009, who keeps paper store receipts???  (I actually travel a several state territory and I bought the newest unit in San Antonio TX so it's anyone's guess where the receipt is) 

After many hours of fruitless searching I have now given up in my quest to find the receipt and claim my 5th attempted Jawbone.  To date only one of which has actually worked and I screwed that one up by wearing it in the bathroom and of course it fell out of my ear and into the "drink".  Of the other 3, two were defective and the other one was painfull to wear.

The sad thing is that I influence at least 30 other people at work that also use lotsa technology.  Up until this experience I highly recommended Jawbone.  Now I go out of my way to tell anyone who will listen to avoid them like the swine flu.

This will be my first and last post, I have wasted way to much time, effort, and money on this product so far.  I refuse to spend any more.

[geochief]

Yeah add me to the list of unhappy and now former customers. I had the original Jawbone and had ongoing problems with fit, it seems they only really like people who use their right ear. Second keeping that **bleep** little ear cap on was impossible until I figured out you could use a tiny piece of double sided tape to keep it on.

But the real problem came when I tried to buy more of the ear brackets. It seems that when they released the new jawbone they decided that those with the old one could upgrade or drop them. So I decided that when I broke the last one (no case to protect this thing was ever available) I would be done with it. As fate would have it I cracked it in half about a week ago and am not replacing it.

So I think it's a matter of time until they go out of business, and I for one won't miss them.

[Inky]

Add me to the growing list.  

Recently I had to return my second generation JB because the unit would not respond when trying to use the second button.  Could not manage to get it to click.  

So I called JB.   I was told that my unit was indeed in need of replacement.  So I asked about how I needed to do that.  I was informed that my case would be referred to the RMA people and that I would receive an email from them explaining what I would need to do in order to get a replacement. 

In the interim I received another email from customer service explaining that I needed to provide the original recipt, I needed to provide the date code and I also needed to provide a shipping address.  

I did as I was asked.  I provided ALL of the information requested.  

I received another email explaining that JB no longer had the silver color JB2 and that I could instead get a Black Blue Gold or pink one.  I returned the email saying that I would choose the black one.  

two days pass and I receive the email from the RMA people,  The email explains that YOU MUST return using a tracking number, insurance, pkgd properly so as not to cause damage etc.  IT also spoke to JB will not replace ear buds that are damaged in shipping etc.  What got me was that once you send your ear piece back to them, THEN they will decide if your claim is true or not and they will be the ones to decide if it will be replaced etc. (Makes one feel like a common criminal, also like you are a child and are unable to determine if your earpiece is broken or not etc)  Further, My earpiece was 51 days old.  I had not reached the 60 days mark even.  SO tell me JB, would I make this up for fun and amusement?  just so I could make you replace a working unit?) I am dissappointed in the policy that makes ME pay for the replacement within 60 days, but I still returned the unit at my expense.  

I use my phone, alot, to the tune of 6000 minutes last month even.  I depend upon my earpiece because a lot of my calls are while driving etc.  But that seems to be of no concern of JB.  I return the JB, takes 3 days, You SAY in your first email to me that the turnaround time is 24 hours.  1 day.  and then you ship it back to me, that is 7 working days without a working earpiece.  BUT what can you do?  they kind of have you over a barrel right???

I expressed my dissatisfaction with this process in an email to customer service. the only response I got back was,  "We return the new unit within 24 hours, and that is how our policy is"   

So,  in my example,  I sent the unit back and got a confirmation of recipt on July 17th at 8:30 am pacific time.  So I expected that I should see a returned unit on monday or tuesday at the latest.  

I got an email on the 24th stating that my unit has been reviewed and that my new unit will be shipped out on the 24th.  I then got an email saying that the unit had been picked up by ups and had an expected delivery date of July 28th. 

upon inspection of the email, JB has shipped my unit to an incorrect address. 

So I called JB back, to inform them of the mistake.  They said they would attend to the problem. 

I had provided the correct address when asked for it at the beginning of this transaction, why was it not used to send the unit back to me?  After all I sent it using the right addtress.  They asked specifically for the right shipping address in the initial emails.  So I am not sure if they did not bother to look at it or just do not care. 

The email sent to me stated that they had a 24 hour turnaround time yet they took 6 working days.  Because of their mistake and subsequent correction of the shipping address the expected delivery is now July 29th costing me yet another day of inconvenience. 

When I called to speak to someone about this, the person I spoke with was condescending and unconcerned. 

JB customer service appears to be uncoordinated, and incompetant.  They cannot be bothered to use the information that they request from you.  They cannot manage to figure out how long their own process takes, nor can they give you with any assurance any concrete idea on when or if you will see your unit back again. 

I am fed up with this whole mess and frankly will look elsewhere when the time comes for a replacement. 

I understand that things malfunction from time to time,  I will NEVER understand why the customer service should be so shoddy!  

I would rather buy a 25$ bluetooth where the customer service treats me with a modicum of respect, than EVER buy another where I am treated this badly again!. 

[Inky]

A couple of days ago I posted here regarding the Shoddy customer service I had received at Jawbone, I now need to update the status of this situation. 

First let me say this, Jawbone asked me to let them make this right, and they have!

After I posted here on this forum I received a call from Laurel, Yes she does exist.  Thank you for the call, It really did re-establish some modicum of faith in Jawbone for me.  I called back to speak with Laurel and was not able to speak with her but I did get to speak with Ethan.  When I related my story to him I was assured that Jawbone would make this right.

I will keep the details of this to myself, but anyone reading this forum really needs to know,  If you have been treated badly please give Jawbone a chance to make it right.  I do believe that they are sincere in wanting their customer relations to be top notch.

Without question, The resolution that was promised me, Happened, and I mean IMMEDIATELY! 

In the conversation I had with Jawbone it was explained to me that there was recently a re-alignment of their call centers with the focus to be better customer relations and streamlined policies with regard to rma replacements etc.   I do believe that they mean business in all of this. 

Update. 

I have gotten my second gen jawbone replacement and it works well!  Thank you.  As luck would have it when I was calling back Jawbone I was away from my home and the rma replacement had been delivered some 4 minutes after I left, I kid you not.  Still the process for returns such as mine could be made much more efficient.

I will start a new topic with regard to how I feel Jawbone can improve their policy on returns, and an idea I have for a possible feature addition. 

Again,

Thank you for taking the time and paying attention to your customers, you have restored my faith in Jawbone. 

Mike.