I know it’s been a while…but my focus has had to be elsewhere – that’s not to say I’ve been ignoring the wearable world – far from it – just check out my twitter feed and pinterest page – so there! Anyway the reason for writing this is to take you through the way a large multi-national corporation, keen to be seem as one of the leaders in wearable technology, handles an issue with their product – just as the new version of it is about to be launched onto the market. I’ll summarise it for you – it’s not good at all!
I bought this back in April, in fact as soon as it became available in the UK- it looked like it would cover most if not all of the bases I wanted to track. It did! I also loved the alerts that it gave me – but I didn’t particularly like the fit – I’ve written about the band – its good points and its bad points over the past months.
On balance I liked it enough to pre-order the Band 2 on the basis that it would address some of the comfort issues from Band 1 and it might even be a little bit water resistant too – and possibly actually allow me to see my VO2 Max score – it had stubbornly refused to show me this – apparently there are a chunk of people similarly disappointed out there!!
Anyway as I say I ordered the new version on 14th October and was delighted to see this along with my order confirmation email:
up to £70
Trade up your Microsoft Band for the NEW Band 2 and receive up to £70. Take advantage of this great offer after you receive your Band 2*. Learn more >
Good Morning Paul,
Thank you for your email and images,I am very sorry to hear this has happened to you.In regards to the upgrade your band would need to be in full working conditon to be eligeble for the trade up with the Store.In regards to your band currently as the clasp has entirely broken off the band, this is considered excessive damage and is not covered under the Standard warranty. This is part of our terms & conditions and will not affect your rights. I can certainly set up an exchange for an out of warranty repair if this is something you would like to proceed with.For a refund that would need to be done through the store as I am only technical support and at this present moment the only option I would be able to offer you is an out of warranty exchange. I understand your V02 max has never worked and that issue is still ongoing with our development support team. I cannot gaurentee a refund is possible as I am not 100% on the stores polices in regards to refunds as it is a different department.If you would like to proceed with a refund you would need to contact the store by phone on 0800 026 0329 or by chat at http://www.microsoftstore.com/store/msuk/en_GB/home (the black rectangle on the right hand side.)Kind regardsJessBand Service and Support TeamFor more information on self-help resources, our services or to contact us, please visit http://www.microsoft.com/microsoft-band/en-gb/support .Did you know you can register your Band, request a service repair and check the status of a repair on-line? Go to: http://www.microsoft.com/microsoft-band/en-gb/support/service-order
As you can infer from my earlier statement I was less than impressed…I wrote back…
I then inquired what they meant by an “out of warranty exchange”..and got this in reply…
“An out of warranty exchange would be a paid for exchange, I have just checked through my hardware prices within my tools and currently the price for an Out Of Warranty band is approx. £110.00 incl. VAT.”