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I'm in the same boat. Have owned several UP bands over the years and have had several warranty replacements. I love the hardware form factor and the software,

I'm in the same boat. Have owned several UP bands over the years and have had several warranty replacements. I love the hardware form factor and the software, but the reliability, even when support was responsive, has been very poor. My most recent band, an UP3, started having trouble charging last fall at which point I discovered that Jawbone had removed all of their support options save for an opaque support form. I have not received any response to my support ticket, nor found any more direct contact method. At this point they've lost me as a future customer, but they are also failing to fulfill their warranty obligations by ignoring customers with broken hardware.

donalhunt 10y ago
tl;dr: not surprised with the way this is playing out. My experience was similar. Went through 3-4 UP24s; switched to the UP3; replaced a few of those. Consistency with initial engagement with their customer support was always hit and miss I found but once they were engaged they were very good at replacing the device (very streamlined process with outbound replacement and ease of returning the broken device). This approach to customer service probably led to the high resale value on secondary markets (users got fed up after the second or third replacement and would just sell the (often brand new) replacement device. As a customer, I was very happy with the friction-less replacement process (many companies should take note if they are looking to increase CSAT scores). As a business and process owner, I thought it was crazy because the cost to the business didn't make any sense to me from a sustainability perspective (you have to have really good margins to offer that level of service and still make money).