I bought the Jawbone ICON, “The Thinker”, in December 2010. In fact, I’ve had every Jawbone they’ve offered save the new ERA which was just released. Overall, the Jawbone’s have been the best bluetooth headsets I’ve ever owned and I’ve owned A LOT of them.
Unfortunately, my ICON kept losing the pairing with my Droid X while on calls. Normally, I think it just doesn’t work the way it should and by the time I’m frustrated to the point of wanting to kick someone in the teeth, the next version is out and I buy that and move on. Well, this connectivity issue became so annoying, I decided to submit my problem to Jawbone support.
I wasn’t thinking, “hey, this is a warranty issue.” I just wanted to vent a little and see if anyone else was having similar problems. Upon submitting the form, I was told they’d get back to me in 24 hours. OK, we’ll see. Twenty-four hours later, I had a response from support. The support email provided the steps to delete my BT profile and re-pair my Jawbone and encouraged me to either call them or write again if my problem wasn’t solved.
I followed their instructions knowing it wouldn’t work but wanted to give it (really anything) a try. I made a test call and sure enough, the connection from the Jawbone to my phone dropped. I emailed them back and received a response in a few hours asking me to call and telling me they’d walk me through the process of doing a master reset.
So, I called and waited on hold for a couple minutes until a friendly young lady picked up. She walked me through the reset and took my mailing address in the even the reset didn’t work and they needed to process a warranty. Now, by the time I called them, I was ready to fight for a replacement. No fight necessary. In fact, we scheduled a time for her to call me the next day to see if my problem persisted.
The next morning at the appointed time, I didn’t get my call and I had confirmed the reset didn’t solve my connectivity problem. It’s OK, we all get busy and they had just launched the ERA. I ended up calling in the afternoon and they answered the phone on the second ring. I gave them my reference, told them the reset didn’t work and the support person started the warranty. I received an email a couple minutes after hanging up and responded with a PDF of my receipt. A couple hours later and they let me know they are sending my replacement.
It sounds like a lot to go through, but honestly it was one of the very best customer service experiences I’ve ever had. That support interaction saved me as a customer. I’m looking forward to having a properly functioning ICON and also to waiting for a sale on the ERA.
Way to go Jawbone, you have a customer for life!
UPDATE: I see a lot of people are looking for how to do the master reset of the jawbone. Of course, I can’t remember and they didn’t email me the procedure. If you find instructions telling you to tap the button 7 times as part of what you need to do, you’ve found the right way to hard reset it. Definitely give them a call though — 1 800 JAWBONE. I’m sure whoever answers will be happy to help.
