Day 16. Replacement Jawbone arrives.
I have already spent money and time on this. I am excited but more hopeful for a product that will work as expected.
I set it up and so far so good.
The current milestone to beat is currently 8 days. This is the number of days I had with it before the band stopped working.
I will update how this band works.
Day 14. Package arrives at Jawbone.
Supposed to be a two day turn around.
Day 11. I got a response.
This e-mail is to confirm that we’ve initiated the warranty exchange for your UP band. Please expect another e-mail from FedEx with a prepaid return shipping label within the next 24 hours.
Please return both your UP and the charging cable you use with the band. We will be shipping you a new, fully packaged unit, so you’ll receive a replacement charger as well.
Great! I am going to get a new band. Here’s for hoping it works!
Now, I am just waiting for a label from Fedex. At noon I received the label. Quick.
Once shipped, two days for processing and overnight delivery of a new band back to me.
Day 9. I got a response.
They forwarded my information to their RMA Department and that I would receive an email once the order was processed.
Day 6.
3 different people asking me to do a soft and hard reset of my glorified rubber band.
I understand you want to do your due diligence here and make sure people are actually following instructions, but come on.
You can include images in your responses to Up Support. So, I did with my last response to answer all of their questions:
Here’s what I did and said:
I:
-Don’t have a case on my phone. It’s naked.
-Turned the volume on your phone on and all of the way up.
-Forced quit ALL apps running
-have 4 bars on Verizon’s LTE
I then:
-Reset my phone by completely turning it off and then on again and making
sure they were absolutely no apps running.
-Attempted a “Soft Reset” of the band and attempted to sync it and it
failed..
-Attempted to move the band into a different position. The band has its own
natural shape. Pictures A & B were traced in their exact positions of the iphone and UP
Band using a pencil. The scale and placement is 1:1. I used a millimeter ruler to figure out
distance in picture B.
1. Band on the left (see picture A),
2. Band on the right (which essentially is the band laying on top of the
iPhone screen). (iPhone 5 jack is on the btm left).
UP Band fails to sync every single time.
Natural Shape Connected to iPhone5
3. I plugged in the band into the iPhone and tested it again it failed.
Then I flexed the band open widely and *it started to sync*.
See picture B of “UnNatural Shape.
UnNatural Shape Connected to iPhone5
This means there is a fault or short with the components in the band and
it is unable to sync in it’s natural shape preventing the band from being
able to transmit the data.
Wow I found a solution to the problem! Woo hoo! But it’s still a problem.
It is not at all convenient to hold the band in that position to get it to
sync. Unless of course you wanted to created some kind of syncing holder
that would hold the band in that specific position to sync it.
So, I then I repeated my solution to make sure that it in fact works:
-Repeated #1, #2 (which failed every time) and #3 above 12 times just to
make sure that this (unnatural shape of the band – see picture B) really
does sync it.
-I can repeat this over and over again.
-Simply plugging the band into the iPhone and attempting to sync fails
every time.
-But, Plugging the band in and flexing the band open widely (with a minimum
gap of 27mm from the button to the side of the iphone will allow the UP to
sync.) Any gap smaller than 27mm from the button to the side of the iphone
(where the band is trying to curl) back to its natural shape will NOT sync.
-I didn’t open the band any wider than 27mm. This is minimum distance that
will currently make this band work properly.
I am typing and testing here and to add a comment to Picture B. Sync Tests
13-17 allowed to me to sync with a wide flexed band of 4-6mm as a distance
(using left side of iphone as 0 (picture B). Sync Tests 18-22 failed at
4-6mm but worked at 15mm. Sync fails every time in its natural shape.
I was also able to add my information to the ticket which suggested a possible replacement.
On Day 5, Jawbone Up responded.
Now another support agent has picked up the ticket and guess what they asked me?! No really, guess….. If you guessed that they asked me to try a “soft reset” and “hard reset” again you’re right! This is the 2nd time they asked and like the 20th time I’ve tried it.
It still doesn’t work! This time they included something new…
Please attempt the Voice Memo Test:
– Please open up the Voice Memo application on your iPhone. The Voice Memo application comes standard on all iPhones and will be located in your Utilities folder.
– You should see the dial resting at -20. Please plug in your UP band and let me know where the dial moves to, if anywhere.
Why is this important? A UP capable of syncing should move the volume needle because it’s transmitting data using audio.
My needle moved from -20 to -7. This tells us that my jawbone is attempting to sync but it is still being prevented from doing so.
The band won’t sync and I reported that to the Up Support rep.
Super Surprisingly, 20 minutes later I had another response from them. Wow. Remarkable. Not quite.
Reading the email and they prefaced the email with a couple of other things to try before they again asked me to do… you guessed it “a soft reset”. Really? I have already done this soft reset more times than I remember. It’s not all of a sudden going to work.
Questions they asked:
-Make sure to remove any case you may have on your iPhone
-Turn the volume on your phone on and all of the way up
-Force quit any audio apps that you currently have running
-Check that you have a strong WiFi or cell signal
I didn’t have time or patience to at this point to run through this again on day 5.
Jawbone UP 