Tag Archives: customer service

Moving UP with a replacement band

Well, I lost my UP cap recently, but Jawbone has a fantastic, one-time replacement policy. I submitted my claim this past Saturday and received my replacement today. Nice job, Jawbone.

Since I’ve been using my UP band and app since May, I didn’t want to lose any of my data or have a break in my data stream from one band to the next. When you visit the Jawbone forums, “How to sync a replacement UP band?” reveals how Jawbone has continued to improve the transition process.

My process was extremely straightforward as follows:

  1. Perform a final sync with the band to be returned in the UP app.
  2. Confirm upload of data from sync.
  3. Erase data from band to be returned.
  4. Connect replacement band to phone in UP app, having first ensured that the band is fully charged, to automatically sync.
    - The 1.4.2 version of the UP app on Android didn’t prompt me unusually at all. Normal sync just commenced as before. I didn’t have to sign-out/-in to the UP app either; I just stayed signed in.

It’s nice to know that outstanding customer service still exists. Thanks, Jawbone.

Modularity without modules…what’s the point?

If you follow me on Twitter, you might have an idea that my son is currently without one of his rides (i.e. a Razor Cruiser kick scooter). My son is big and tall for his age, and this scooter is perfect for him.

Like most boys his age, though, he doesn’t understand “cruiser” in the face of a neighborhood of boys who all like to jump all manner of wheeled vehicle. :-) As a result of this lack of appreciation (er, love of both scooter and jumping), what looked like

Unridden Razor Cruiser kick scooter

now looks like

Used Razor Cruiser kick scooter front assembly

Failed wood/fiberglass Razor Cruiser kick scooter deck

Failed wood/fiberglass Razor Cruiser kick scooter deck (close-up)

Used Razor Cruiser kick scooter back assembly

Do you see the opportunity?

Razor makes a quality product–one the is easy to use and maintain. Ease of maintenance is largely facilitated by modularity of design.

So when my son came to me with the disappointment of pushing his ride too hard, my first thought was to simply disassemble the scooter to isolate the failed part (deck). Easily accomplished.

Except that apparently Razor and its authorized parts retailers doesn’t stock replacement decks for the Cruiser kick scooter.

So…Razor built a modular kick scooter but doesn’t stock a critical module (deck).

What’s the point of modularity, if there are no modules (i.e. ability to swap module instances that fulfill necessary interfaces)?

My son’s predicament is clearly of his own making, but herein is opportunity for Razor. Beyond already clearly stating what their product is designed to perform, Razor can anticipate that boys will be boys and provide timely relief in the form of complete replacement parts, including readily available decks.

Within earshot of my son are more than a dozen boys of similar age, and they’re always outside planning their next jump. Many already own their own Razor, too. What if he could turn around an accident with word that Razor saved the day? Talk about brand advocacy and social media!

What’s your Razor-like story? What’s your Razor-like opportunity?