Jawbone denies abandoning customers despite radio silence on social media

Tim Maytom

Fitness tracker firm Jawbone is facing criticism from customers for failing to answer queries and complaints, with the company currently scoring 0.4 out of 10 on company review website TrustPilot.

The firm announced in February that it was exiting the consumer market in order to focus on supplying healthcare providers, but the company’s products are still currently available through retail partner Amazon in the UK and elsewhere.

The company’s customer support structure has apparently vanished, with customers complaining that emails have gone unanswered and the UK helpline has been replaced with an automated message saying customer service is not currently available in the UK or EU.

In addition, the firm’s social media accounts on Twitter and Facebook have gone quiet, with no posts since early February, and pages filled with customers complaining about the lack of contact available with the company.

According to a company spokesperson, the firm is “in a process of transition” as it shifts to an enterprise-focused manufacturer, and the customer care services are “days away from being back online”.

Industry experts have noted that many wearable technology companies are struggling to maintain momentum, with Kickstarter success story Pebble acquired by Fitbit last year after the firm failed to support itself with revenues despite multiple highly publicised crowd-funding campaigns.