Jabbre JMAX was created to give riders a better experience, especially with its voice-assist feature that lets you control your music and phone without taking your hands off the handlebars.
But we discovered a minor glitch with one of its voice commands: “Next Song.”
It may have been a small issue, but for us, it mattered. We wanted every JMAX rider to experience the product the way it was intended.
So we made the decision to fix the problem and replace the affected units with brand-new ones.
Even our ambassador, JMAC Motovlog, had to apologize to riders on his Facebook page because of the issue. It wasn't an easy situation, but we felt that being transparent and taking responsibility was the right thing to do.
We fixed the issue and made sure the affected customers received brand-new replacement units.
Yes, it cost Jabbre money. But we believe ignoring the problem would have cost us something much more important—the trust of our customers.
For us, after-sales service isn't simply about fixing a product. It's about making sure our customers continue to feel confident that they made the right choice.
We're not perfect. But when something goes wrong, we want to be the kind of brand that listens, takes responsibility and does something about it.
Because at the end of the day, it's better for us to spend money making things right than to risk losing the trust of the riders who supported us.
That's how we want to build Jabbre—by putting riders first, even when doing so isn't the easiest decision.