Gypsy vs. Jawbone

In an earlier post I talked about the poor customer service that I have been receiving from Jawbone when it comes to their UP fitness band. Now I have been having back and forth conversations with them about their product because I decided to go to twitter. Here is the thing, they keep promising to get back to me with answers about why I received such poor customer service, but all I have been getting is standard prompted messages about the issues.

Now I returned their device weeks ago, and the only thing I asked was for them to look over my tickets and emails and see that I wasn't getting helped. Instead Jawbone has taken it upon themselves to open new tickets for me concerning a device I no longer own. I have told them this 4 times but because they can't seem to read they haven't caught onto that yet. 

On May 17, I posted another message on twitter, about yet another band that went bad. That was 4 bands that I got that had issues. Now I paid around $350 in gas, warranties, and the devices themselves because I want to be healthier. The first few days it worked great then it was all downhill from there. Needless to say I was fed up and let them know it. They just now responded to the tweet and even though I told them in a direct message on twitter that I didn't submit a ticket for the fourth and final band because of their poor customer service. I was pretty much blown off because they took it upon themselves to open another ticket for me. 

Once again I was emailed a promoted response and asked for information I already told them they weren't getting, because I was done. I told them that I had returned the product and the only thing I wanted was to know why their support team was unwilling to help me and put the blame on Best Buy,

Here was their first response:

"Hi Sara,

Thanks for reaching out to us on Twitter. I have created a support ticket for your partner, and a member for our Customer Care Team will be in touch shortly. Let me know if you have any additional questions or concerns. Also, feel free to respond with your partner's contact info, so we can reach out to her directly.

All the best,

Alexandra Howard"

I got this after I had already told them on twitter I no longer had the device nor did I feel the need to submit a ticket for the fourth device. So I replied to them with this:

"I'm the one who purchased both bands so I will be the one communicating with you. I don't want her to go through the same hassle I have been going through because of getting defective bands. That and your support team is total crap for not listening to the issues instead gave standard prepared responses to my issues. I shouldn't have had to put in 4 tickets to get my issue resolved and it took me going back to Best Buy to fix the issue which meant returning it and getting a completely new device."

To which they responded with:

"Hi Sara,

My name is Mina and I work on the Customer Advocacy team here in our headquarters in San Francisco.

I am sorry to hear that you had to go through so much hassle to get a replacement. I would like to personally provide assistance with your partner's band and make sure that everything goes smoothly.

If you could let me know a little bit about the issues that your partner is having, it would be very helpful. Also, please provide either the band's Serial Number or the email address associated with your partner's UP account.

Please let me know if you have any questions or concerns. I am always happy to help!

Thanks again, Sara. I look forward to resolving this for you guys!

Mina "

Now this told me that once again! I was ignored and given another email about something I don't even own anymore. I am fed up to say the least. I have worked customer service, so I know how it goes but these emails have all been the same and nothing ever got resolved. 

So, I took to twitter again cause I was just done. 

"@GypsyGothika: @Jawbone you really need a course in customer service. Stop saying you will get back to me with your standardized emails & DMs."

Honestly I am tired of them sending me generic responses that aren't going anywhere and are really a waste of my time and there is nothing I hate more then going around in circles with customer service reps. I hate that if it isn't on their script that they try and get you back to what is scripted. 

What in the hell happened to customer service? I mean when did they stop listening and start depending on scripts to tell them what to say? To tell us how to fix things even though it had been previously stated that what they were asking had already been done, and didn't work? How many tickets do people have to put in before they are finally given a solution? And why in the hell does it take 2-4 weeks to replace a product that someone has owned less than A week? Because customer service is going down the tubes that's why.

Being that I am just done. Completely and entirely done with this whole mess I replied to jawbone with this:

"I don't know what pisses me off, the fact that I get standardized messages from you all, or the fact that no one actually reads the messages I have sent. The bands were returned to Best Buy because they didn't function properly and when I tried to get help, all you guys could say was to reset it. 4 tickets I put in for the same damn issue and every time I got the same damn response. Then I took it to twitter and all of a sudden you all start acting like you cared yet I'm still getting the run around. 

I have now told your company 4 times, not including the support tickets, that I returned your product to Best Buy and went with a new brand because I was tired of putting up with poor customer service. 

I put that on twitter and suddenly you all wanted to help again but still gave me the run around and then tried to blame it on Best Buy. I'm quite tired of having the same conversation with you people over and over again. 

The bands we got either didn't vibrate at all or wouldn't stop vibrating even when in movement. You are welcome to look at my passed tickets using this same email address and you can see that your support team wasn't all that interested in helping me with the matter.

Even when it got to the point that your support staff agreed that the band needed to get replaced I was told it would take 2-4 weeks to get a new one. I had the band for about a week before it went bad so not only did I spend 129.99 on the band but I also got a 19.99 warranty through Best Buy (thank god) that is not including the 4 trips I had to make back Best Buy to replace the damn things because you all couldn't do it any faster not did you seem interested in trying to make your customers happy. 

I ended up spending close to $350 dollars on products that didn't work and that was stupid on my part. If you all want make this right then I would be more than grateful to have the $30 dollars in gas back that I had to use going to and from the store. Seeing as I can't get back the countless hours of time, there is really nothing you all can do to resolve the issue because I already took care of it. I moved on to a new brand with better customer service."

Ya it may be a little harsh but this is like ticket number 10 that has been opened and never resolved. They don't follow through with anything but "let's try resetting the band." Well that can't happen if I don't have the device which I have told your company now 4 times. 

I'm not saying that people should boycott Jawbone I'm saying we need to fix customer service because obviously its broken. I am tired of the back and forth and hope that this blog gets companies to open there eyes. Stop scripting your calls, have your people actually listen to what is being said, and if someone owns a product for less than a week don't tell them it's going to take up to a month to get a replacement. That is what kills me about this whole thing, they couldn't be troubled to pay a little extra to overnight me a new band, noooooo they said I was better off going to Best Buy, so I did. 

I hope the next response I get from the company, if I get one at all as they don't respond if it's not part of their script, is something that shows they have actually taken a moment to give a damn about everything I went through. I guess it is asking too much to be asked to be treated like a human and not a computer.

Sorry for the long rant but I felt this had to be shown, because something has to change. 

Sincerely,

Gypsy

Added 5/28/13 6:14pm: This was the response I got from Jawbone with response to my email. This just goes to show how out of touch and out of sync the companies is, that they didn't even bother to tell the rep that I had returned the product.


"Hi Sara,

Thanks for getting back to us. It wasn't clear to me that you have already returned your partner's band, so I do apologize for my previous response. I totally understand how it might have come off as standardized.

Once again, we are sorry to hear that you had such a negative customer service experience and thank you for your feedback.

Please let us know if there is anything else we can do for you."

Thank you jawbone for not giving a damn.

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Gypsy

Welcome To My Blog

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Hello and welcome to my blog.

My name is Sara, but I go by Gypsy, and I am a 27 year old female who is looking for what I want out of life. I  am currently unemployed, trying to figure out what I want to do now that I lost the job that I volunteered 6 months for, only to get let go 5 weeks after making it onto the payroll. This shook my life up in more ways than one, because it was the job I had wanted to retire with. Seeing as that isn't going to happen anymore I need to figure out a new plan and a new goal for my life. This is where a blog comes into play, but I should probably explain that first.

After losing my job, I had the fortunate event of being able to go see Jillian Michaels for her Maximize Your Life Tour it was one of the best experiences of my life because it reminded me that I do matter. I took a lot from the show, and started to do some little things to get a general idea of where my life wanted to go. It has been a journey that I keep going back and forth on because part of me wonders.... does anyone really care about my life and my troubles?... Truth be told, probably not, but then I reminded myself that I am not doing this for other people but I am doing it for myself. There is of course a plus if I do end up having someone get the courage to fight for their dreams.

My journey to happiness has started with changing the way that I eat, as well as what I drink. I have started my journey to healthy eating using these list from Jillian Michaels. Now I know what some of you are thinking, I can't do this because it is way too expensive, but let me tell you it really isn't. I took my weekly grocery budget and was able to get TONS of healthy food, by cutting out processed foods, and now soda. I spent roughly $70 dollars on food, which I thought would only be enough to last me a week, I was mistaken as it has lasted me 2 weeks, so it can be done. Now, I know that many of you go into the stores and see the price of organic foods and get all worked up on the price. This is where the Dirty Dozen come into play. If you buy your organics based off of that list, you won't be spitting out a whole bunch of money on food. Now, I also buy all my dairy products natural as well. This is mainly due to the fact that I am allergic to pesticides and didn't know until I saw Jillian that those things can leak into dairy products.

By making these changes in my life I have started to feel better physically, which is a huge improvement for me. Not only have I been trying to eat healthier but I have been trying to move more as well, which hasn't gone so well for me. Despite the fact that I have increased the amount of water I drink, and stretch like I am supposed to, I get these killer migraines and get dizzy so for now I have stop exercise until I can speak with my doctor to know what is going on.

Speaking of water,

I hate water, I hate drinking it by itself I think it tastes horrible and I have tried everything. I have tried it with fruit, I have tried it warm, cold, I have done the filter and bottled water. You name it I have tried it so that I can drink more. In the end I got a lovely bottle from a P!nk concert and because I can't physically see how much water I have been taking in, I find that I am drinking more of it. I do on occasion add some Mio or Kool-Aid liquid to my water to get a bit of flavor because lets face it, being an avid soda drink does not make switching to just strict water all that easy. Mind you I still try and take in at least 30oz of plain water every day, because the dyes and artificial coloring in foods is not good for the Kidney's but lets face it things that actually taste good are going to be what I drink.

Now for a little bit about the direction I am going to be taking this blog, that is easy... I am going to talk about the things that I need to talk about so if you want to read this great, but if you don't want to it is not going to hurt my feelings. Most of the stuff that I will talk about in my blog will have a lot to do with the things that I am working on by listening to Jillian Michaels book 'Slim For Life', 'Unlimited', and her Podcasts. I will be referring back to her a lot because I admire what she has been able to accomplish and that she actually talks with her fans. That is right Jillian Michaels actually talks to the people who need her help. How do I know this? Because I have personally got replies from Jillian on Twitter, and I know she cares because when I went to her show and stood outside for her autograph, she knew who I was from the tweets she replied to. That to me is encouraging because it lets me know that she is human, and that people in the world do actually care.

I am not going to make any promises that I am going to make a post everyday or even once a week. I am going to use this blog as I need it and that is pretty much how this is going to go. I will also be using this blog to do 'homework' from Jillian's books so they may not always make sense. With that in mind I will do my best to label each entry so that way people know if it is a personal blog or homework.

So yes, that is what is going to happen here. I hope that I have people out there that get encouraged by what I am doing, and use it as a way to motivate themselves. I look forward to posting here more often, and I hope to have my blogged spruced up a bit as time goes by but for now this plain old blog will just have to do.

Take care of yourselves!

Love,
Gypsy