Timeline UP24 Support Case #2

by Volker Weber


We have been there before. And it looks like Jawbone is as slow as ever. It took 23 days to receive replacement.

25.04. Button falls off of UP24

25.04. Email to support asking if this is a warranty case or whether they advise to use superglue to fix it.

30.04. Email from Shawn at Jawbone Support:

Thanks for getting in touch with us about this. I'm sorry to hear that your band lost its button, but I'll be happy to look into processing a warranty exchange to resolve this for you as quickly as possible!

Please reply here with the following information:
- Shipping address (no P.O. boxes, please!)
- Phone number (for delivery purposes)

30.4. Reply to Shawn with shipping address and phone number for delivery purposes

5.5. Phone call from UK phone number, caller is very difficult to understand. Line drops.

5.5. Email from Rubén at Jawbone Support:

Please provide any suitable time when I can call you between 8am-5pm Monday to Friday.
Then we can discuss the options available for your replacement.
You can also try contacting me directly using the phone in my email signature.

5.5. Immediately reply to Rubén at Jawbone Support:

Please handle this by email. What are the options?

11.5. No reply from Jawbone so far. Posted this timeline and on Twitter.

12.5. Email from Rubén at Jawbone Support:

Our queue system puts the oldest emails on top and that is the reason of the delay replying back. We can offer your either of these options:

-An UP24 Red L.
-The UP Move bundle, including: the UP Move + Clip + Strap + 50 EUR voucher.

12.5. Immediate reply to Rubén at Jawbone Support:

Both options will not work. You cannot replace a black UP24 Size S with a red UP24 Size L. No way. And she would never wear anything as ugly as an UP Move. The only other option would be an UP2.

Also updated Twitter so Rubén at Jawbone Support knows he has new email.

12.5. Email from Rubén at Jawbone Support:

Your replacement tracker will leave our warehouse within 2 business days. You will receive a Small Onyx UP24.

13.5. Email from Jawbone Store:

Vielen Dank, dass Sie bei einkaufen eustore.jawbone.com.Wir möchten Sie gerne darüber informieren, dass Ihre Bestellung versandt wurde.

13.5. GLS Tracking: Inbound & outbound GLS location Ireland Dublin 11

14.5. GLS Tracking: Inbound GLS location UK

15.5. GLS Tracking: Outbound GLS location UK

16.5. GLS Tracking: Inbound GLS location Neuenstein

17.5. No tracking updates

17.5. Email from Jawbone Support:

Please take a moment to complete a survey and give us feedback on your experience with Jawbone Customer Support.

18.5. GLS Tracking: Inbound GLS location Schaafheim

18.5. Full retail package with return envelope for broken band arrives.


18.5. Returned broken band to Jawbone.

Want to look this up, Jawbone? There you go: 02569846


Unbelieveable. You can only try to avoid products of companies treating their customers like this once they bought. A liiiitle bit short-sighted.

Hubert Stettner, 2015-05-12

Vor allem, weil die Teile ja anscheinend immer kaputt gehen und es nur eine Frage des "wann" ist. Wir haben insgesamt vier im Betrieb gehabt. Eines geht noch. Schlechter Schnitt.

Johannes Matzke, 2015-05-12

Ich habe mich bisher 3x an die deutsche Hotline gewandt und i.d. Regel innerhalb von 2-3 Wochen ein Ersatzgerät direkt aus Irland erhalten. Einmal musste ich aber selber freundlich daran erinnern. Wie sich herausstellte, war die Farbe des Ersatzbandes mittlerweile vergriffen und das war im Benachrichtungsprozess nicht berücksichtigt...

Torsten Hoffmann, 2015-05-12

We're on Fitbit number three here. They seem to just die suddenly. Support from them not too good either.

Brendon Upson, 2015-05-12

What about the Pebble Watch, and using Misfit to track your steps. Its worked for me so far..

Andy Dennis, 2015-05-12

She does not wear a Pebble watch.

Volker Weber, 2015-05-12

Der Hund braucht dringend auch einen Fitnesstracker! :-)

Ole Saalmann, 2015-05-12

Ich kenne niemanden, der so wenig einen Fitness Tracker brauchen kann wie Frau Brandlinger.

Volker Weber, 2015-05-12

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