FIND ANSWERS QUICKLY!
As of now, I am waiting on my third replacement for my Jawbone UP. I got my first one at Christmas and within a few weeks, the vibration stopped working which is part of the reason why I got it (smart wake up alarm) so after about a week of talking to customer service I sent that one in and in a week recieved another. That vibration motor on the new one also quits within a few weeks but because I set my phone also, I wasn't late for work this time. So I start talking to customer service asking for my money back because I have only had the band for a few months and frankly that is ridiculous. They say that you can only get a refund with 60 days of purchase so I look up the warranty information online.
It states (at https://jawbone.com/support/up/warranty) that the Jawbone UP has a one-year limited warranty and "during the one (1) year limited warranty period so that it performs substantially in accordance with the accompanying documentation on the date of your initial purchase. Any replacement may be, at the option of Jawbone, a new or remanufactured Product. If Jawbone, in its sole discretion, determines it is not reasonable to replace the defective Product, Jawbone may refund to Consumer the purchase price paid for the Product." So I ask for my money back again and they keep on going on about the 60 days when in the warranty there is no mention at all of anything having to do with 60 days.
Now for a product that is being advertised as being a wear 24/7 band I would expect it to last a lot longer than a couple weeks. And since this is the 2nd generation of the UP, that only came about because Jawbone had so much trouble with the 1st generation, I believe that it is very reasonable to ask for my money back because while reading posts and forums online, clearly there are still problems that they need to address.
I think that it unreasonable to replace something that the customer no longer wants and is incapable of using because half the time it doesn't work and is being shipped back and forth getting replaced. I am tired of customer support saying "I am sorry for any inconvience," when all I want is what is stated in the warranty as within one year and not 60 days. This isn't an unreasonable request.
All I want is my money back. Please.
*A moderator has edited the title of this post so that members of the community can find it more easily.
I’m getting into the 7-8 week product lifespan loop as well. I looked at Amazon product reviews and there are quite a few people getting the bands replaced after 7-10 weeks of use. I don’t think this product was tested with real world users nor is it ready for prime time.
How does Jawbone deal with situations where customers purchased products expecting to get reasonable use out of the product yet it fails to deliver?
I’ll give the second band a chance but after the second one fails I’ll also be looking for a refund
I received my UP band as a gift. My daughter bought it directly from Jawbone website on Jan. 9, got it mailed to a US address and had to wait some time for a relative to bring it to Medellin, Colombia where I live. When I finally got it by Feb. 9, I charged it as instructed, but it never worked. I was never able to see the green moon icon or perceive vibration. Another relative of mine is traveling to the US again this week, so I will send it with him. What is the procedure for getting a replacement? It can be done through a US address. Thank you.
I've just requested my second UP replacement. I first acquired UP five months ago and will soon be on my third UP.
The UP is a useful product when it operates but it seems highly unreliable. I've never showered with it and even take it off when gardening. Very disappointing.
I am in the same situation with you since three UP bands of my friends' and mine failed. We believe all batteries are dead hence could not be "soft/hard reset". We just don't believe the quality of the band anymore, so we would like a refund too.
But the customer care staffs repeated the 60-days refund policy. The bands stopped charging one after another in early september and how could we ask for refund prior to these events?
We all hope jawbone will give us a refund or we should join together and consult for legal advices and take further actions.
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