Jawbone Return Policy and Postage

LMeesusEff on 10/02/2016 - 17:45

Hi All,

I managed to get a Jawbone up from Dick Smith during their December fire sale. However after a month of usage (normal wear, not rough at all) the band has stopped responding to the charger. Thinking that it was a problem with the charger I contacted their support and they sent me another one. When I tried that, the band still didn’t respond, so I have identified that the problem lies with the band itself. I went back to Dick Smith to see if I could return or exchange it but because they went into receivership they said they could not accept any returns and to contact the manufacturer directly and that I ‘shouldn’t have to pay for return costs’. I have contacted the Jawbone support in WA, who told me that I have to send it back via registered post and they can send me out another one, but that my return postage will not be returned. I understand that I did get this product at a cheap price but having to fork out ¼ of the purchase price on postage for an item that failed before 45 days really gets to me and my principles (they do not accept drop offs as well…!!)

Does anyone know another way around this? Or just suck it up and pay for it (and learn my lesson from next time to go with a more stable retailer lol).

Also has anyone experienced any problems with their UP band (not 24, the 2nd gen one) recently and have gotten a better result than me out of the service center?

General Discussion

Related Stores

jawbone.com
jawbone.com

Comments

  • the-mal on 10/02/2016 - 18:18
    -1

    From the ACCC Website:

    You are entitled to return a product if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts.

    You should have your postage reimbursed once they confirm the unit is faulty. However it's up to you whether it's worth the hassle of chasing up the postage costs or not.

    • MeesusEff on 10/02/2016 - 18:48

      i did see that article, but they are more like a 3rd party acting on behalf of their manufacturer. Not sure if that should make a difference? Heres the response I got

      'Unfortunately we don’t pay for the freight for faulty goods to come back to us as we are not reimbursed by Jawbone, yet we are happy to cover the warranty for Jawbones customers.

      In our terms and conditions for any online purchase made through us, it states that we don’t cover the freight for the item to come back to us.'

      and yup even after i told them i didn't buy this online but through an actual store still the same answer, that they dont get reimbursed by them so they won't reimburse me for it.

      is that fair? Not that i can blame them but its a pretty frustrating experience for the buyer lol.

    • Settero on 10/02/2016 - 19:56

      thats to the retailer no ? different than when going to the manufacture

      • MeesusEff on 10/02/2016 - 23:36

        yeah, unfortunately Dick smith has been taken over, so the worker said if i wanted a 'refund or return ' i would be an unsecured creditor…. meaning bye bye money anyway!

      • SirFlibbled on 19/02/2016 - 10:00

        This. The contract is with the retailer not the manufacturer. The manufacturer doesn't even need to deal with warranty support if they chose not to.

  • MeesusEff on 10/02/2016 - 18:50

    i told them as well that I am happy to scan through proof of purchase, and send them pictures and videos showing that the band is dead, but they still said I had to return it at my cost. Looking up online forums I can see that people did get replacements for it but they didn't state whether they had to send their items back. On their facebook page, some of them just called and got a replacement sent to them straightaway!

  • leximus on 10/02/2016 - 20:48

    They're a 3rd party that repair / replace warranty returns.

    I received my 4th replacement band today. Not even gonna bother putting it on. I've given up on Jawbone. Very very poor quality products.

    • MeesusEff on 10/02/2016 - 23:38

      hi, did you have to return your jawbone? which one did you get, out of curiosity. i am pretty astounded how it just lasted a month…

      • leximus on 18/02/2016 - 19:45

        I had the UP24 and the UP2.

        The Up24 stopped working the 1st time after a few weeks. Replacement band went faulty a few months later.
        The Up2 stopped working the 1st time within 24hrs (bought from HK official seller). The second time it lasted a few months.

        I've returned them all 4 times to their authorised repairer in Aus 'Force Technology International'

        The Jawbone customer support email team are generally terrible and tend to not respond

        • MeesusEff on 18/02/2016 - 23:34

          was that the place in belmont? thats the problem im having though, why should i have to pay registered postage for a faulty product. sigh. did you have to pay the postage out of your own pocket? that would be about $40 bucks for you hey.

  • cheesecactus on 19/02/2016 - 11:54

    Whenever i've had to RMA a product direct to manufacturer ive usually had to pay shipping. Just be happy its an australian address.

    Sandisk: Somewhere over east, I had to pay

    Corsair: Taiwan, I had to pay (Cost me $60)

    Western Digital: They sent a FedEx guy to pick it up for free :D I didnt even have to ask.

    Logitech: I said I didnt want to pay for shipping and they said just destroy it instead. So that worked out well too.

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