Jaybird's warranty terms and customer support have changed?

Comments

17 comments

  • Engelbert

    Hi @Christian Lawrence ,

     

    I'm sorry to hear your experience with regards to your warranty claim for the Jaybird X2. Let me check your account here in my end to know more of the issue and find a solution for it.

     

    Also, I appreciate your time for giving us your thoughts and insights. I'll be sure that the appropriate team here in Jaybird receives your feedback.

     

    Feel free to post back for any other concerns or questions.

     

     

    Warm regards,

    EGIE

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  • CL776
    Hi Egie, the case reference number is 04428695. Can you confirm that the "lifetime anti-sweat guarantee" is now - as Logitech customer support have reiterated to me - limited to "the lifetime of the product", which is one year? Seems a little deceptive if you ask me. I don't think many of your customers, upon reading of this guarantee in the many Bluebud reviews or seeing it plastered all over your website, would be too impressed upon finding that "one year clause" in the warranty fine print. Let's face it, a "one year anti-sweat guarantee" just wouldn't sell as many units, would it? :/ (That certainly wasn't the way it was the last time I communicated with your customer support, who stressed that although with the new Bluebuds X2 sweat problems would be unlikely, if anything went awry, to contact them immediately.)
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  • CL776
    Just as a quick update. As of today the fully charged Bluebuds refuse to turn on, or respond to any input from the control unit. No frayed wires. No scuffs or scratches. But they are as dead as can be. And a week out from Christmas when money is tight - go figure. If only Jaybird support had given me something more than "at this time we're unable to process your warranty claim" and a link to the fine print of their warranty page, I could have planned a replacement in advance. Some buds with a true IPX anti sweat rating for instance...
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  • Cryptikman

    I think Logitech may use their warranty as an argument against your RMA. Their warranty states 'any reference to Jaybird branded audio products being “sweat proof,” “sweat resistant,” and/or “water resistant,” or words of similar import, means that they are designed to withstand moisture under normal non-water sports and everyday use, such as perspiration and accidental splashes of water.' They can argue that you are not using the earbuds in a  "normal" manner and your "abnormal" number of RMA replacements as evidence. Also, unless you have it in writing where they state that the warranty period refreshes per RMA replacement, then they can argue that you have exceeded the one year past purchase date. Sorry about your experience. 

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  • CL776
    You may well be right in that, my most recent interaction with Jaybird support has made them seem more like a team of lawyers than customer support per say. I did receive an email from them yesterday saying they were offering a replacement pair, and asking what colour buds I would prefer. Then today I received a second email stating that my warrant claim was "going in for review". Dashed my hopes somewhat, as it seemed to go from lawyer talk, to personable assistance, and back to lawyer talk in a 24 hour turnover. Still I shall wait and see. As for using the buds in an abnormal manner, I've had several support personell in the past explain to me that my experience was far from uncommon, and that "some" people have acidic sweat that causes degradation in the buds. As for the abnormal number of support claims, my research over the past week has shown that a great deal of people have had very similar experiences, with some having to make 4-5 claims in a matter of months. A couple of reports have had some people spending more time waiting for replacements than with functional buds (Over a period of months) and others who now refuse to wear the buds in any situation where they might sweat, in an attempt to prolong their lifespan. I've been told that I should hear back regarding the status of my claim within two days, so I'll report back when I know more.
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  • CL776
    So I've been patiently waiting for the "less than two days" response regarding my warranty claim from the Jaybird support team. Three weeks later and I'm still yet to hear a word. This claim process was initiated on 11/26/16. That's six weeks of utter frustration, and it seems to have gone nowhere. Even with an assisted effort from yourself Egie things seem to have come to a standstill.. So this seems to be the new state of Jaybird's customer service, how the mighty have fallen. :(
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  • DC116947
    Mine are no more than 6 months old and will not charge
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  • Patrick Boston

    Bump! Jaybird support is the worst. They can play word games all they want and have short term gain. In the long run people who buy Jaybird type products usually hang with people who buy Jaybird type products. They should really consider getting it together rather quickly or Mr. Armstrong will be looking at a new start up to keep him busy.

     

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  • CorsairNoddy

    misleading and deceptive conduct - not of acceptable quality.

     

    Hello Frankie

     

    I've just now hung up the phone, after a lengthy call with the ACCC.

     

    According to the ACCC, I'm within my rights to have this product replaced, as the product is not of acceptable quality. This is nothing to do with the warranty at this stage. Though I'm happy to take that route if required.

    "Before lodging a complaint with the Department of Fair Trading, their website states Please contact the Retailer or Supplier about your complaint before you complete this form"

    http://www.fairtrading.nsw.gov.au/biz_res/ftweb/General_complaint/index_precomplaint.htm?complaintType=general

    So I'm contacting you now, and asking you escalate this to your line manager, so that I may discuss with them in detail my complaint. Please note I still have the original packaging from my original headphones. The below photo is not mine, but I can produce one for you just like it.

    Should your line manager wish to contact me directly on my phone, that is also welcome.

    I look forward to hearing back from you shortly, as I would like to have this product replaced.

    Kind Regards,

    Mark

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  • MD158456

    Yeah, this isn't a "little" deceptive, @Christian Lawrence? ... this is downright scandalous. Dishonorable and despicable, even. Shame on Logitech and their obtuse way of "managing" this.

     

    Mark... did you get any further? I would be interested to know if there is legal action being taken here.

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  • CorsairNoddy

    No, I was completely f%&*$d over by Jaybird. Tonnes of 'life' left in the batteries, the units are working fine, unless they're tied up behind my head. They said the warranty is for the lifetime of the product. They assume the lifetime is rated at 2 years, as they say that's how long the battery should last. Jaybird lifetime warranty is a scam. I suspect the battery would last more than 3 years if used correctly.

     

    I've had nothing but trouble with every single pair of Jaybird headphones I've ever owned. Would not recommend, will never buy again.

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  • higgi257

    I would be as well

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  • CorsairNoddy

    Australian law can't do too much, as they don't have an office in Australia.

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  • MD158456

    Yep. Sketchy AF.

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  • MD158456

    Is anyone else experiencing long delays with support? I have a ticket that has basically been sitting there for a few weeks now with no reply. Sort of rude. ;)

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  • CorsairNoddy

    Just watched unbox therapy review the oneplus wireless earbuds. $69 USD and looks like they'll kick Jaybirds arse.

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  • MD158456

    Wow... please check out this thread when you have the chance:

    https://support.jaybirdsport.com/s/question/0D55A00007kao9i/is-support-working

    ?

    icanteven 😂 They sent me an email making it sound like they were replacing my unit for having waited two weeks for a reply, and now they are saying that it was a mistake.

     

    Does anyone have a legal resource they can lean on to see if I have a cause to pursue something here? I am tempted to lean on mine but would like some feedback here first before doing so.

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