Jawbone UP24: Customer Support

There were no surprises here and Jawbone turned in another strong performance, second only to Nike. The company aced our email inquiries and painfully, got the last telephone question wrong (can I download my data?). This is unfortunate because being able to do so is a competitive strength and Jawbone remains the only company to offer this capability.

SUPPORTJawbone UP24Nike+ FuelBand SEPolar Loop
Customer Support - email and voice (must answer w/in 5 rings with correct answer or within 24 hours via email)800-529-2663 support@jawbon e.com800-379-6453 http://nikeplus. nike.com/plus/ support/#contact800-227-1314 customer.service.usa@polar.com
Email
Q1 how long is warranty111
Q2 how long does the battery last111
Q3 can I download data to spreadsheet111
Phone
Q1 how long is warranty110
Q2 how long does the battery last110
Q3 can I download data to spreadsheet010
Online Community
Help/Tech Support Section?111
Challenges/Events/Engagement?111
Customer support via mobile app?010
TOTAL795

The only other criterion where the UP24 suffered was Customer Support via mobile app. The Nike+ FuelBand app sets the standard for the industry by keeping the support experience entirely contained within the app. In Jawbone’s case, tutorials and guides are provided within the app but then the experience falls short, in effect making Jawbone’s Web support more comprehensive. Still, only the FuelBand app beats Jawbone in this category and Nike has certainly had many more years to get Customer Support right.

Let’s wrap up in the Conclusion.