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Maroo Cases Question and Answer Thread: (Maroo has great customer service!)

I got my cases today. I ordered the Matau II and the Koe II. The Koe II's sleep/wake works. The Matau II doesn't work at all. They are great cases. I'll be emailing customer service to see what to do next.
 
Despite my shipping status still saying "pending" I received my case on Saturday. I got the Aranga II and its magnets work fine.

It is a VERY nice case for $25. Sucks that the magnet issue is so hit or miss.
 
I just dropped in to say how impressed I am with Maroo's customer service - it is top notch.

My case doesn't activate sleep/wake reliably, but I'd just written that feature off as a consequence of ordering cases before product launches. But then I got Beau's e-mail - Maroo is making it incredibly easy to get a replacement (no "you have to courier your case back to us" trouble) and actively correcting a situation that I was not that disappointed with in the first place. By doing this, they've definitely earned at least one long-term customer!
 
Just got an email from them. Filled out the info to get it taken care off.

Thanks again for your recent purchase from Maroo.

While our current products do fit the new iPad, unfortunately we’ve found that some of the magnets in our cases do not work properly. As a result, some of you may be experiencing issues with the sleep/wake feature. This is unacceptable to us.

If you are having a magnet issue with your case, please click on the link below for an explanation on how we will be handling the issue going forward:

http://www.maroo.com/magnets.cfm

At Maroo, customers are our top priority, and we sincerely apologize for this issue, and appreciate your patience during this time. Please let me know if you need any more assistance or have any questions.

Thanks for your business.

Regards,

Beau Rosser
Social Media Director, Pro
Click to expand...
 
That is great service from Maroo. I expect they will make up for the hit they had to take with positive word of mouth. I'll be recommending them to anyone looking for a case.
 
I received the same email and have filled out the information accordingly.

They will ultimately take a pretty big hit because most of the cases they are replacing were purchased at half price.

Great customer service indeed, will be sticking with them for future cases.
 
Just got the e-mail. I will recommend everyone I know to maroo because of their outstanding service.
 
I received the email and I've submitted the form. EXCELLENT customer service, Beau! Thank You!!

BTW, you know I'm being honest, I've got video to prove it! :)

Mark
 
Really I'm not surprised. Maroo's customer service is the best. I ordered one before the 7th but it wasn't for my new iPad. It was for my iPad 2. I have 2 Maroo cases including a stylus they sent out to me for no reason just to thank me for being a customer!
 
Button Pusher said:
I forgot to say that on the Maroo website, it still shows my order as pending and I received them today 3/19 ordered on 3/13. Never showed shipped or tracking number. I was surprised to see them today. I guess they got busy shipping the cases out and didn't update shipping info! ;)
Click to expand...

That's actually exactly what happened. With our current system, we input each tracking number into each order by hand. You can see how this would be a problem when there are a bunch of orders.

Thanks for you patience!
 
Just got the email also and filled out the form. Cannot wait to see how awesome and quickly they will handle this issue.

Maroo is now my favorite company to deal with! :)
 
As the thread started I wanted to thank Maroo for taking care of all of us and that I will be spreading the word about Maroo products.

I submitted my information on the form and look forward to the replacement.

Any idea on the ETA for the replacements?

Thanks!
 
Everyone has got to give Maroo some time to make things right. I received my email tonight and read all the words... They apologize, are allowing you to keep the old case, and will be sending out new ones as soon as they receive them from their supplier. It's a small company and this will take a little time. I for one am very impressed with how they are handling it! Well done Maroo!
 
I received the email as well. Outstanding customer service in addressing the issue. :) I will pass along the case I received to my sister so she has an extra case for her iPad 2. As far as I've read the magnet issue does not effect the 2's correct? Anyways I am very pleased with the replacement news. I love the case (minus the magnets)
At least we were not "using it wrong" ;) :p
Thanks Maroo!
 
MarooBeau said:
Yup, that's the one. We hope everyone will be honest and not take advantage of our system.
Click to expand...

Very well done. I can assure you a lot of us will look first at Maroo cases first the next time we are in the market for one.
 
As others have said, I really appreciate the classy decision by Maroo to take care of the people who ordered the cases before receiving their new iPad. I will personally use Maroo for all my future case needs. Well done. :)
 
MarooBeau said:
Yup, that's the one. We hope everyone will be honest and not take advantage of our system.
Click to expand...

Beau, thanks to you and Maroo for looking out for your customers and for doing the right thing. I will definitely look out for Maroo products first and refer you to my family and friends. :p
 
Godzilla71 said:
I received the email as well. Outstanding customer service in addressing the issue. :) I will pass along the case I received to my sister so she has an extra case for her iPad 2. As far as I've read the magnet issue does not effect the 2's correct? Anyways I am very pleased with the replacement news. I love the case (minus the magnets)
At least we were not "using it wrong" ;) :p
Thanks Maroo!
Click to expand...

Yes, are cases work great with the iPad 2. :)
 
Beau, are we able to change the design of the case for the replacement? I think I have changed my mind and would like a different one..
 
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