Jawbone

DO NOT PURCHASE THIS PRODUCT. My husband purchased the UP3 for me and in less than a week of wearing it, I almost lost it four times!!! When I called customers service and explained my situation, they offered a clip that was not available at the moment. They didn’t give me a specific date as to when it would be available, so I would not be able to wear the band until it arrived. What’s the purpose of having a UP3 if you are not able to wear it for fear of losing it. I opt to return the band because if I lose it, I would have been out of $ 200.00 and customer service could only say sorry. You got the impression they did not want to be bothered. EXTREMELY DISAPPOINTED!!!

I’ve had issues with their product, as others have, but I found their customer service to be very helpful and go above and beyond what is expected.
I bought an UP24 band a year ago, a couple of weeks before Christmas. It was functioning fine, until about 2 months in, when it wouldn’t sync. I did all the tests to pair the item, and was unsuccessful. I called Jawbone support, they walked me though the steps that I already tried plus a couple of additional ones and my band still didn’t work.
After a few minutes on the the phone, they decided to send me a replacement band, free of charge. I received it about a week later and all was well.
Until about 2 months later — when it died on me again. the same issues as last time. Another call to Jawbone got me another unit to replace this defective one. I probably spent about 5 minutes on the phone, so thankfully little time invested.
All was well, until maybe 3 months later. When, you guessed it. The same issue.
Once again, customer service was very helpful, but couldn’t troubleshoot my device over the phone, so they’d send me a new one promptly.
Since the UP24 was now an older model, they upgraded me to the UP2 for no additional cost!
Each time I had a truly helpful person on the phone, and they sought to make me happy and resolve the issue –quickly.
I received my new UP2 in only 2 – 3 days and it was working well. That is except for the problem others have noted, that the band easily uncouples, and is at prone for getting lost.
I’ve had the band come off my wrist countless times, and almost lost it 2 – 3 times, but thankfully it always fell where I could see it. I think there is definitely an engineering issue that needs to be addressed.
Fast forward to this week. I woke up Monday and couldn’t find my band. A few times my band had uncoupled and fell off my wrist in the middle of the night, and I’d find it while making the bed in the morning. This time when I found it, the band was detached from the display/​functional part of the device — broken.
I decided to call jawbone support to see if they could do anything for me.
After listening to my issue, I was told that the 1 year warranty does not cover breakage. Not what I wanted to hear, but completely understandable.
The customer service rep placed me on hold and said he would see if there was anything he could do for me. After about 2 minutes he returned, reiterating that they do not cover physical damage to the band, and upon checking, my 1 year warranty expired 1 week ago!
But wait! There’s more…
He stated he wanted me to be a happy consumer, so he offered me the 25% discount to upgrade my device (like others have mentioned), but he also said they would be willing to replace my current band with another UP2 for free!
So even though my warranty expired, and my unit wouldn’t have been covered under warranty if it was still in effect, they were going to get me a new band.
I didn’t know what to say besides a big «Thank You».
While their products might have some issues, Jawbone’s customer service has consistently gone above and beyond what is expected of them. I’ve had my issues, but they’ve always made it right, even when they didn’t have to.
I think I will be a customer for a long time to come.