Does anyone have an email contact for an Australian warranty support team? I'm struggling with the international support team not understanding the implications of local laws.

Comments

8 comments

  • Logi_Bruce

    Hello JaredAU,

     

    Thank you for joining the community and I am sorry to hear about your experience.

     

    You can also reach our Asia Pacific Team via Chat, Email or Phone at:

     

    https://jaybirdsport.com/en-us/support.html#contact

     

    On the other hand, please feel free to provide a more detailed description of your concern. We'd love to help out as well.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • JaredAU

    Hi Bruce,

     

    I've contacted support due to a pair of X2's no longer working after about 18 months. They have advised there is a 12 month warranty and so will not do anything about it.

     

    Under Australian Consumer Law there are consumer guarantees that apply over and above any manufacturer's warranty that I feel are not being met. Essentially, I think a reasonable person would expect earphones with a RRP of US$180 to last a lot longer than 18 months and so would like to discuss replacement or repair options with someone at Jaybird who understands these laws.

     

    The Jaybird Case Number is 06909192 if that helps.

     

    If I call the Asia Pacific team are they more likely to understand this issue?

     

    -Jared

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  • Logi_Bruce

    Hello JaredAU,

     

    We appreciate your feedback and I am sorry to hear about your experience.

     

    Let me check with the team, get more information and get back to you. It's possible that you will receive an email about this concern as well so please stay tuned.

     

    On the other hand, you can definitely contact our support team via phone.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • JaredAU

    Hi Bruce,

     

    Any update from your team? I haven't received any emails yet

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  • Logi_Bruce

    Hello JaredAU,

     

    Let me check once more. Last time, I created a case and sent it to their queue.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • JaredAU

    So after all this time I have some advise for Australian purchasers: don't.

     

    Jaybird do not ever respond to online requests (sorry Bruce, three attempts here and no one has ever been able to assist).

     

    Jaybird do no follow Australian consumer law.

     

    Jaybird in Australia are apparently completely uncontactable outside a phone number that is only operational in business hours (when most people work and can't make a call).

     

    I've owned 3 pairs of Jaybirds in the past and will not be purchasing any more.

     

    Thanks Jaybird Australia.

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  • Kiarna Grace-Anne

    I don’t even know what the phone number is because I can’t see it on the website or anywhere else. Also contacted them twice a week ago about a faulty product with no response. Would love a phone number so I can actually talk to someone. 😅

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  • JaredAU

    Hi Kiarna,

    I had the same problem and my advice: give up on Jaybird. They are unwilling to abide by local laws and even when you do get on to them refuse to budge.

    Your best course of action is to try and get a refund from your retailer or a credit card chargeback and buy a similar product from another brand who might actually honour warranty claims.

    I will never recommend anyone buy Jaybird again for this very reason.

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