Incase Slider Case Broken

[easy-mac]

The day after Christmas I purchased an incase slider case for my iPhone 3G. This morning I just happened to look closely at the case and there was a crack along the bottom portion of it (see pic) Now what do I do? I can't take the case back because I've had it more than Apple's 14 day return policy. I never dropped the phone or anything that would cause the case to crack like that. I know the case has a 1-year warranty, but would this be covered since it seems to me like it would be a material defect rather than abuse? Has anybody had any luck getting incase to replace a case like this? I paid $35 for this thing and I really don't want to have to go get another case if they'll replace it for me. Thanks!

 

[bassproguy07]

Wrong forum, should be in the Accessories forum, but I am sure the mods will take care of it. I have the same case, and it seems that it is built very very well! I suggest contacting incase, show them the pictures in the first email, and they will surely help you out. They might even send you a whole new case instead of just the bottom piece. Good luck though, hope you get it taken care of because the slider isnt a cheap case!!

 

[benflick]

You can try emailing Incase customer support, they have always been helpful to me...

 

[easy-mac]

Sorry, I didn't realize there was an accessories forum. I filled out a claim form on the incase website and posted the same picture I posted here, we'll see how it turns out. Out of curiosity anyone know about incase customer service?

 

[bassproguy07]

I dont know much about the incase service or their policies, but after reviewing your photo, it did break at the weakest point of the case. MAy I ask, was it on the phone when it cracked or off? It looks like it would be off, because idk how one could break it with the phone off.

 

[easy-mac]

I dont know much about the incase service or their policies, but after reviewing your photo, it did break at the weakest point of the case. MAy I ask, was it on the phone when it cracked or off? It looks like it would be off, because idk how one could break it with the phone off.

I almost always keep the case on the phone, except to occasionally clean out the dust that collects around the openings. As far as I know the case broke while it was on the phone, but maybe it happened when it was being taken off or put back on. I don't remember exactly when I last took the case off before this morning, but unless you look closely when the case is on the phone it's hard to see, so this crack may have been there a while and I just didn't realize it. I've never dropped the phone or anything like that, and when I take off the case I never pull by the part that broke because I'm an engineer and I know that is the point that is most susceptible to failure.

 

[bassproguy07]

I cant see how it would break on the phone unless it is just a defect. the phone doesn't allow the case to move much except in the direction away from the phone. Could it have been caught on something in your pocket or briefcase or backpack or something?

 

[easy-mac]

I cant see how it would break on the phone unless it is just a defect. the phone doesn't allow the case to move much except in the direction away from the phone. Could it have been caught on something in your pocket or briefcase or backpack or something?

I really don't know how it could have broken on the phone either. When I am carrying my phone it's always in either my pant pocket or in my jacket pocket and it's always the only thing in the pocket, so I don't think it's damage caused by contact with another object. I think the most likely cause may be either removal or replacement of the bottom portion for cleaning, but this case is designed for the bottom to be removed so the phone can be placed in a dock. If that is the case, then I believe it's a manufacturing defect and not accidental damage because it fails to withstand designed usage. I don't know what else it could be. I always put the case right back on as soon as I clean the phone and I know it's never been mishandled when it was off. The problem might be proving it to them though. Any thoughts?

 

[fishmd]

Sorry, I didn't realize there was an accessories forum. I filled out a claim form on the incase website and posted the same picture I posted here, we'll see how it turns out. Out of curiosity anyone know about incase customer service?

might be better to call then just do the email thing. Sometimes takes a long time to hear back from them with the email forms. They are very helpful if you call however.

 

[easy-mac]

might be better to call then just do the email thing. Sometimes takes a long time to hear back from them with the email forms. They are very helpful if you call however.

If I don't hear anything in a couple of days I'll definitely call. Do they require you to send in the case before they send a replacement or do you return it after you receive the new one? Any experience with this?

 

[moka]

had similar issue with a crack appearing at the bottom right corner, email incase through there website and within a week or two got an email containing a shipping notice, they ended up shipping me a new case free of charge.

 

[Rayfire]

If I don't hear anything in a couple of days I'll definitely call. Do they require you to send in the case before they send a replacement or do you return it after you receive the new one? Any experience with this?

I would strongly recommend you to CALL first, don't do email them since their email correspondence sucks based on my experience and others who posted as well in the accessories forum.

On my experience, when I got that annoying tight fit (first batch release) of Incase sliders, I asked them for a replacement. They gave me a return authorization number (or RA#) then I was asked to send back the case. To make the story short, it was a bad experience because because they screwed up the replacement and when asked for a refund - they failed, so my credit card company took care of them. So good luck with yours.

 

[bprough]

so funny sunday I noticed mine is cracked on the bottom left corner. will look into the website for a possible return thanks for the info on here.

 

[Rayfire]

so funny sunday I noticed mine is cracked on the bottom left corner. will look into the website for a possible return thanks for the info on here.

From their website


Incase Returns
If you purchased your item at goincase.com

We guarantee all merchandise sold by goincase.com. If you are not completely satisfied with your purchase, you may return your item(s) within 30 days of receipt for replacement or refund. After 30 days, Incase cannot accept returns for any reason other than defects.

To return an item:

1. Pack your return the item in the original packaging and shipping box, if possible.
2. Include your packing slip complete with your reason for return.
3. Address package to:
Incase Designs
Attention: Returns
15751 Tapia Street
Irwindale, CA 91706

Incase warrants our products against defects in materials and workmanship for a period of one (1) year from the date of original purchase (three (3) years for guitar bags). Please see our warranty for further detail.
If you purchased your item anywhere else

Fill out our claim form.

 

[QuarterSwede]

I have the same problem with my original iPhone slider. It crumbled in more than one spot. That's from keeping it my front pocket with nothing else in it. I'm planning on doing the above process for an exchange because the case itself is nice.

 

[mcmanus7]

I would be interested to hear what Incase says about this.... the weak part of so many slider cases is that exact spot... due to the way you have to slide it off... if you pinched both sides as your taking it off... once there's no phone in there if you continue to apply pressure on both sides the case will physically bend at that point.....

 

[bassproguy07]

I always take mine off by holding the phone and pulling the top part off first. then I just pull off the bottom. seems a lot safer

 

[easy-mac]

I always take mine off by holding the phone and pulling the top part off first. then I just pull off the bottom. seems a lot safer

This is typically what I do too, but I agree with the person who said when you pull off the bottom part and continue to apply pressure that will cause the weakpoint to buckle slightly and if there is a defect in the plastic it may cause it to break prematurely. I think one of the problems with this case is that you have to pull too hard to get the bottom off (at least on mine) and you end up continuing to apply pressure to it for a brief time when it finally separates from the phone. Definitely a design flaw IMO. But still a great case nonetheless and I hope this gets resolved without me having to buy a new one.

 

[benflick]

This is typically what I do too, but I agree with the person who said when you pull off the bottom part and continue to apply pressure that will cause the weakpoint to buckle slightly and if there is a defect in the plastic it may cause it to break prematurely. I think one of the problems with this case is that you have to pull too hard to get the bottom off (at least on mine) and you end up continuing to apply pressure to it for a brief time when it finally separates from the phone. Definitely a design flaw IMO. But still a great case nonetheless and I hope this gets resolved without me having to buy a new one.

Couldn't agree more.

 

[QuarterSwede]

I would strongly recommend you to CALL first, don't do email them since their email correspondence sucks based on my experience and others who posted as well in the accessories forum.

On my experience, when I got that annoying tight fit (first batch release) of Incase sliders, I asked them for a replacement. They gave me a return authorization number (or RA#) then I was asked to send back the case. To make the story short, it was a bad experience because because they screwed up the replacement and when asked for a refund - they failed, so my credit card company took care of them. So good luck with yours.

Just wanted to chime in on my experience now that I've called Incase. There customer support is amazing!

First off, I did buy my case directly from Incase's website. Anyway, I called the number and asked for returns. The lady I spoke to asked for my name and looked up when I bought the case. Since it was last August I was still coved under their defects in workmanship 1 year warranty. She said she was sending me a new case and asked, instead of shipping the defect back, if I could take a picture of the defective case and reply to the RMA email and that would be the end of it. I did just that and now I'm just waiting for the case to arrive.

I'm not sure how they'll be for people who bought the case from Apple or another retailer but I can't imagine them giving anyone a headache if their product has a defect within the 1 year warranty period.

I highly recommend calling them as I didn't even have to wait on hold. I'm impressed.

 

[vbognot626]

Mine just broke today....

I got an Incase Slider Gun Metal for my iPod Touch 2nd Generation. I got the case and the iPod on February 4. It's February 8, and I took off the bottom to dock, and it broke! I used no force or anything! Luckily I had another Incase Slider Case that had a black bottom from my 1st Generation, so I'm using that right now until they hopefully give a replacement.

 

[Gizmotoy]

I would strongly recommend you to CALL first, don't do email them since their email correspondence sucks based on my experience and others who posted as well in the accessories forum.

On my experience, when I got that annoying tight fit (first batch release) of Incase sliders, I asked them for a replacement. They gave me a return authorization number (or RA#) then I was asked to send back the case. To make the story short, it was a bad experience because because they screwed up the replacement and when asked for a refund - they failed, so my credit card company took care of them. So good luck with yours.

I would also recommend a call, but our experience was basically the polar opposite of yours, Rayfire. My wife has one of the leather Incase cases with the belt clip (sorry, the name escapes me now). Anyway, the seem started peeling a bit and the glue they used for extra support in addition to the stitching got all over her phone. It came off, but it was messy.

They were not impressed that their case failed. They not only replaced her case with a brand new identical model, but also offered a complimentary Slider case in addition to it because we were concerned the leather one might fail again in the same way. They did not request the return of the original case.

This all happened about 7-10 days ago, and they had the new cases out to us by UPS ground in 3-4 days.

The reason I recommend a call is that an e-mailed support request went unanswered for a few weeks, but it was just aroundChristmas and New Years. They claimed there was a big backlog they were trying to work through, which may or may not have been true. In any case, it seems calling is definitely the way to go.