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

[SLOWBRA]

If you reverse the polarity of the magnets (flip them) then the covers would repel...so that is not the problem.

My guess is that its most likely weak magnetic pull as in too few magnets, too weak magnets, or mispositioned magnets.

I agree completely and am not worried about damaging the iPad due to this.

Mine should be here soon and I hope it isn't one of the bad ones. If it is, I have full confidence in Maroo. They seem to go above and beyond to make things right and that is one of the reasons I went with one of their cases.

 

[BESLC]

This is the response I received from the contact person at Maroo:



I understand their need to investigate but I can't see how it would be possible to arrive at any solution OTHER than replacing the entire case.

In the meantime, for fear that the defective case might somehow get accidentally scuffed of otherwise damaged, my wife decided to remove it from her iPad. That leaves her new iPad naked and she's not happy about that. She's been making eyes at my (properly working) red Roto case. I told her no way!

Seriously, though.... If the replacement takes too long I think she'll be asking me to take her back to Fry's so she can pick out something else and simply return the defective Maroo case for a refund instead of exchange.

Mark

The magnet issue is not unique to Maroo Moko. If you read the threads the magnet issue has presented in multiple cases from a wide range of manufactures. There are far more serious issues affecting the fit and security of the Ipad in other cases.

Maroo immediately contacted their supplier once an issue was reported. It seems it is an isolated issue effecting a few Moko cases at this point.

I have spoken to Beau, as well as exchanging emails regarding the magnet issue on the Moko. He advised me to continue to use the Moko case until the issue is resolved, have your wife continue to use her Moko case.Beau said regardless, the issue will be taken care of to insure all cases function as designed. Further, he said he will personally test the replacement case to insure proper operation. Remember the case is designed primarily to protect the Ipad,the smart function is a connivence only. The sole purpose of the magnet is to engage the sleep/wake function. The magnet does not function as a closure or to aid in securing the Ipad in the case.

You certainly can purchase another case, a case that may have bigger issues than the magnet. The Moko is doing 99% of what it was designed for, that is providing excellent protection to the Ipad. Good luck, enjoy your Ipad's,I am sure you will have a new Moko very shortly.

 

[Mark Booth]

The magnet issue is not unique to Maroo Moko. If you read the threads the magnet issue has presented in multiple cases from a wide range of manufactures. There are far more serious issues affecting the fit and security of the Ipad in other cases.

Maroo immediately contacted their supplier once an issue was reported. It seems it is an isolated issue effecting a few Moko cases at this point.

I have spoken to Beau, as well as exchanging emails regarding the magnet issue on the Moko. He advised me to continue to use the Moko case until the issue is resolved, have your wife continue to use her Moko case.Beau said regardless, the issue will be taken care of to insure all cases function as designed. Further, he said he will personally test the replacement case to insure proper operation. Remember the case is designed primarily to protect the Ipad,the smart function is a connivence only. The sole purpose of the magnet is to engage the sleep/wake function. The magnet does not function as a closure or to aid in securing the Ipad in the case.

You certainly can purchase another case, a case that may have bigger issues than the magnet. The Moko is doing 99% of what it was designed for, that is providing excellent protection to the Ipad. Good luck, enjoy your Ipad's,I am sure you will have a new Moko very shortly.

So Beau has confirmed it's only a problem with Moko cases? If that's the situation, then perhaps my wife will be happy with a Roto (red) case? (Just not mine!)

Mark

 

[jackc]

I feel bad for the case makers such as Maroo. The Moko is a really good case, too bad Apple couldn't give them a heads up about the magnets.

 

[BESLC]

So Beau has confirmed it's only a problem with Moko cases? If that's the situation, then perhaps my wife will be happy with a Roto (red) case? (Just not mine!)

Mark

When I spoke with Beau on Friday afternoon, they had 4 reported incidences affecting the Moko's only. They plan to monitor email reports and calls all weekend to see if the issue affects other models. They are taking this matter very seriously and intend to insure any case delivered performs as designed. They have been testing their stock to see if the problem exists in other cases..so far they are not seeing the issue in other cases is my understanding.

The problem is that Apple resigned the magnets on the new Ipad. The manufactures were provided dimensions,but no information on internal changes such as the change in the magnets. As mentioned before, the magnet issue is affecting numerous manufactures. Additionally,it seems some either didn't get the memo or hoped their old stock would work since we are seeing issues with fit,finish and function on multiple brands.

I would assume if you wanted a Roto replacement for your Moko, they would gladly send you one. I know their main concern is that all products perform as designed before they are sold. Apple is the culprit here, not Maroo.

I am very impressed with how Maroo is stepping up on this issue. Not only do they make a great product, their customer service is excellent. They have loyal customer with me.

 

[nippyjun]

My Maroo Awanui case has the magnet problem. I sent and email to Maroo support last night.

 

[rgarjr]

I got my Moko in today's mail and my sleep/wake function is just not there. Nice supple leather case though.

 

[batman75]

I ordered the half price Maroo Maunga case. This is the high end black leather case.

It hasn't arrived yet, but it turns out that my old Melkco case fits the new iPad just fine. So if someone wants to buy the new unopened Maroo, I can forward it to you as soon as it arrives. I only require you to pay $49.99 plus postage.

 

[MarooBeau]

When I spoke with Beau on Friday afternoon, they had 4 reported incidences affecting the Moko's only. They plan to monitor email reports and calls all weekend to see if the issue affects other models. They are taking this matter very seriously and intend to insure any case delivered performs as designed. They have been testing their stock to see if the problem exists in other cases..so far they are not seeing the issue in other cases is my understanding.

The problem is that Apple resigned the magnets on the new Ipad. The manufactures were provided dimensions,but no information on internal changes such as the change in the magnets. As mentioned before, the magnet issue is affecting numerous manufactures. Additionally,it seems some either didn't get the memo or hoped their old stock would work since we are seeing issues with fit,finish and function on multiple brands.

I would assume if you wanted a Roto replacement for your Moko, they would gladly send you one. I know their main concern is that all products perform as designed before they are sold. Apple is the culprit here, not Maroo.

I am very impressed with how Maroo is stepping up on this issue. Not only do they make a great product, their customer service is excellent. They have loyal customer with me.

Thanks for all the kind words.

Quick update everyone: We are working through possible ways to fix this problem, and we will send an email to every customer who has bought one of our cases within the last week or so.

Basically, hold tight until Monday when we're all back in the office. The Maroo team will figure something out once we get a chance to sit down and talk.

Please note that all emails to info@maroo.com go to me directly, and I cannot possibly respond to all of them. Just know that we're reading everything and working out a way to solve the issue.

Again, I'll try and have some kind of answer for you all as soon as the team is back in the office on Monday.

 

[Dan DRC]

Thank you for working on this.
It is just one of those things that was beyond your control

 

[iOrigami]

Maroo case looks quite nice, and I really want one.
But I guess I will wait until they resolve the problem (hopefully soon). All the business of shipping & returning seems like a hassle.

In the meantime, my iPad will have to go naked and I just has to be extra careful with it.. arrrh..

 

[firstapple]

From what I can tell my Moko case works perfectly on my new iPad. For $22 it is the best deal I've seen for an iPad case. Wonder why some have issues and others don't. Wonder if mine will change over time, but for now I am happy as a clam! Thanks Maroo!

 

[Ieo]

Just chipping in here- I ordered that brown plaid CA case and the sleep/wake function doesn't work at all unless you forcibly wiggle the cover around, and even then it's iffy. I'll wait until Monday to email so it doesn't get buried...

 

[SLOWBRA]

My Moko case is also having the sleep/wake issue. I absolutely love everything else about it so hopefully they will have a resolution soon.

 

[richpjr]

When I spoke with Beau on Friday afternoon, they had 4 reported incidences affecting the Moko's only. They plan to monitor email reports and calls all weekend to see if the issue affects other models. They are taking this matter very seriously and intend to insure any case delivered performs as designed. They have been testing their stock to see if the problem exists in other cases..so far they are not seeing the issue in other cases is my understanding.

The problem is that Apple resigned the magnets on the new Ipad. The manufactures were provided dimensions,but no information on internal changes such as the change in the magnets. As mentioned before, the magnet issue is affecting numerous manufactures. Additionally,it seems some either didn't get the memo or hoped their old stock would work since we are seeing issues with fit,finish and function on multiple brands.

I would assume if you wanted a Roto replacement for your Moko, they would gladly send you one. I know their main concern is that all products perform as designed before they are sold. Apple is the culprit here, not Maroo.

I am very impressed with how Maroo is stepping up on this issue. Not only do they make a great product, their customer service is excellent. They have loyal customer with me.

I appreciate how Beau has responded and agree with most of this, but how is Apple a culprit? I understand wanting to get your cases out before launch day, but releasing a product without actually testing it first is...optimistic by the company.

 

[troop231]

My Moko case is also having the sleep/wake issue. I absolutely love everything else about it so hopefully they will have a resolution soon.

Agreed! This case is awesome, and smells amazing when you get it haha.

Hopefully Maroo gets the bugs worked out and sends replacement cases to customers.

 

[Mark Booth]

As the folks at Maroo already hinted, it's a magnetic polarity issue! My testing reveals that Apple is using a magnetic sensor in the new iPad that requires the correct magnetic polarity to be facing the sensor in order for the sensor to be triggered!

Story and HD video demonstration at my blog:

iPad 3 Smart Cover Sleep/Wake Feature Not Working

Mark

 

[firstapple]

As the folks at Maroo already hinted, it's a magnetic polarity issue! My testing reveals that Apple is using a magnetic sensor in the new iPad that requires the correct magnetic polarity to be facing the sensor in order for the sensor to be triggered!

Story and HD video demonstration at my blog:

iPad 3 Smart Cover Sleep/Wake Feature Not Working

Mark

Great video, looks like you're on to something... Do you have an iPad 2 you can try with the cases? (this would confirm that there is a polarity switch in the new iPad)

 

[BESLC]

As the folks at Maroo already hinted, it's a magnetic polarity issue! My testing reveals that Apple is using a magnetic sensor in the new iPad that requires the correct magnetic polarity to be facing the sensor in order for the sensor to be triggered!

Story and HD video demonstration at my blog:

iPad 3 Smart Cover Sleep/Wake Feature Not Working

Mark

Mark,

Excellent video,I hope you forward this on to Beau at Maroo. It makes sense,I appreciate you taking the time to look into the issue. I am sure Maroo and other case companies will thank you.

Bill

 

[BESLC]

As the folks at Maroo already hinted, it's a magnetic polarity issue! My testing reveals that Apple is using a magnetic sensor in the new iPad that requires the correct magnetic polarity to be facing the sensor in order for the sensor to be triggered!

Story and HD video demonstration at my blog:

iPad 3 Smart Cover Sleep/Wake Feature Not Working

Mark

UPDATE: I took my Ipad out of the case so I could reverse the magnet, it works perfectly when you change the polarity as you demonstrated in your video, looks like polarity of magnets is the issue.

It appears the defective cases will need to be replaced, I don't think anyone wants to cut their case open to reverse the magnet.

Again, thank you for taking the time to investigate the issue and for an excellent video.

Bill

Update: The size and location of the magnet may also contribute to the issue. I noted that even with correct polarity, if the magnet is moved slightly it will not function correctly. It may be that a larger or slightly more powerful magnet is necessary in addition to correct placement in the case cover.

 

[JoJoCal19]

Agreed! This case is awesome, and smells amazing when you get it haha.

Hopefully Maroo gets the bugs worked out and sends replacement cases to customers.

Yes! The leather smells amazing!

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I appreciate how Beau has responded and agree with most of this, but how is Apple a culprit? I understand wanting to get your cases out before launch day, but releasing a product without actually testing it first is...optimistic by the company.

I would say its pretty crappy on Apple's part for not telling case companies ahead of time they were going to use polarity sensitive magnets. It's not like it's some super confidential trade secret that would hurt them if they gave the case companies a heads up.

 

[richpjr]

Yes! The leather smells amazing!

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I would say its pretty crappy on Apple's part for not telling case companies ahead of time they were going to use polarity sensitive magnets. It's not like it's some super confidential trade secret that would hurt them if they gave the case companies a heads up.

Well, you can say that for just about everything they do - they are known for their extraordinary secrecy.

 

[glen e]

It may or may not be master-planned ....you have no idea if they changed the magnetic polarity to shield something inside , it or if it was just done for some other reason.... it could be a conspiracy but you never know this point.

 

[trek360]

As the folks at Maroo already hinted, it's a magnetic polarity issue! My testing reveals that Apple is using a magnetic sensor in the new iPad that requires the correct magnetic polarity to be facing the sensor in order for the sensor to be triggered!

Story and HD video demonstration at my blog:

iPad 3 Smart Cover Sleep/Wake Feature Not Working

Mark

Excellent demonstration.

It's curious why all moko cases are not demonstrating this polarity issue.
That is, some of the moko cases are working and others aren't. This still would suggest that the cases makers have the magnets with correct polarity on some moko cases and not on others.

Is there a manufacturing issue by third party case companies (as the apple smart cover still works) or did apple really change something?

 

[ecksor]

If your Moko case works sporadically, instead of dropping the flap, try to slowly slide it over. I found I can get more consistent results that way. It obviously is not a solution, but helps to cut frustration levels before they fix it.