Last night, in the noisy confines of Logan Airport (BOS) trying to make a phone call to notify fans, friends, and family of the completion of yet another successful, if exhausting, trip, I went to put on my Jawbone v 1.0 and the earloop snapped in half. Wait, aren’t these made out of metal?! What gives?
I asked the customer service folks at Aliph more or less the same question, via email, today:
I received my Jawbone as a gift last Christmas and have enjoyed using it since. It’s an invaluable tool for me, as a frequent business traveler, however, yesterday, when removing my Jawbone from its pocket in my travel bag to make a call in a noisy airport, I was dismayed when the Right Long earloopI use snapped off as I was putting the device on, leaving the broken end lodged in my Jawbone with a jagged edge protruding from the insertion slot. I was surprised that this had happened, given the earloops are made of (or at least appear to me made of) metal and that this occurred during normal use.
It seems that the website notes the replacement units are out of stock, so I am at a loss of what to do, unable to make use of my headset without the earloop (it tends to fall out without the hook, regardless of earpiece) and unsure when replacements will be available.
Any information you can share on the best route to procure a replacement would be much appreciated.
Within 20 minutes, had the following response:
Though we currently sell Jawbone accessories online at http://www.jawbone.com/products.aspx, we will be happy to send you a complimentary replacement earloop.
Please reply to this e-mail with your shipping address, the Date Code on your Jawbone, and specify which earloop size and side you prefer. The size and side of each earloop is marked in the rubber portion at the end of the earloop, as shown here: http://aliph.custhelp.com/cgi-bin/aliph.cfg/php/enduser/std_adp.php?p_faqid=118#a4. For assistance with locating the Date Code, visit http://aliph.custhelp.com/cgi-bin/aliph.cfg/php/enduser/std_adp.php?p_faqid=100. If your Jawbone does not have a Date Code, simply state there is none.
That, my friends in retail, is how it is done. No hassle, a simple explanation while noting that, in fact, these items are for sale on the site (presumably should I run into this problem again) and the right thing to do given that the item is listed as “out of stock” with no definite availability date. Kudos, Aliph, you’ll have my business again, for sure.
