My brand new phone case cracked on the first drop and the company basically shrugged

I was at the grocery store in Denver last week, just grabbing some stuff. My phone slipped out of my pocket onto the tile floor, maybe a 3 foot drop. This was a $45 case from a brand everyone online swears by. It cracked right at the corner. I emailed their support with pictures, and they said it was 'impact damage' not covered, and offered me a 10% off code for a new one. So I paid a premium for protection that failed immediately, and their fix is for me to give them more money. Has anyone else had a brand totally fail to stand behind a product that clearly didn't do its job?

3 comments

3 Comments

the_ray17d ago

So you paid forty five bucks for a case that gave up on one little drop? I had almost the same thing happen with a wallet case a couple years back. I took photos right when the corner split and sent them to my credit card company. They had my money back in less than a week. @tyler_wilson is right about card companies siding with you when a product fails that fast. The worst part is these companies bank on most people just giving up so they can keep the cash.

tyler_wilson1mo ago

I always take pictures immediately and do a chargeback on my card if they pull that. Most credit cards will side with you when a product fails that fast. Saves you from having to argue with their support team.

the_kevin1mo ago

My last credit card company actually refunded me in 3 days after I sent them the photos and the order confirmation. I think people don't realize how fast chargebacks can work if you have solid proof. It's way easier than waiting on hold for 45 minutes just to get told "we'll send you a replacement in 6 weeks." The key is to take the photos right when you open the box, not 2 weeks later when the glue starts peeling off.