My experience with SwitchEasy customer service

[defenderoftheo]

As SwitchEasy is known to make some cool looking products I wanted to share my experiace with their customer service department. (Short version, it SUCKS. )

I purchased from them a case for my iPhone 3g. I loved the case but after about two weeks the portion of the case next to the speaker just broke (was not droped it just broke.) I contacted them through their web site asking about the two year warranty The following are my email exchanges with them.

5/12
Dear Customer,

We are really sorry about the defect, we are more than happy to
correct the problem with a replacement part or a new model.

Purchases made on http://www.SWITCHEASY.com

Please send

- Picture of the problem area
- Your Pay Pal Transaction id of your purchase (if you can’t find it
or your address is changed please send :
-Name
-Address:
- Item:
- Color:

If you have purchased your item NOT directly from http://www.switcheasy.com
(which means we have no record of your transaction) please send us the
following

- Proof of purchase
- Picture of the problem area
- Name
- Address
- Item:
- Color:

If you cant provide a picture ( iPhone, iTouch pictures do just fine )
you have no receipt of your purchase or you like a different color
instead you can send it back for a replacement

To:
Switcheasy
401 6th Street
San Francisco, CA 94102

Make sure you include a note inside:
“Replacement” and include your Name and Address.


Thank You,

Sounds good so I reply:

5/15
Thank you so much. Here is the transaction # from paypal(purchased through your web site) 2************

and find attached the photo of the problem area.
​

To which they relply

5/16

Delivery ******* *****
Address: **** * ******** ***
Tulsa OK *****-****

Tracking #: 9101010521297946306541

Weight: 0 lbs 2 oz

Refund Type: e/Refund

Memo: Black i-Clip​

All sounds good right? Well 8 days later the tracking number is still showing scheduled for pickup so I drop them an email.

5/23
I just wanted to check and see if this part got mailed. The USPS is showing that it was notified of an electronic pick up. Its been 8 days and I still have not recived it.

Thank you,
​

They come back with the part is on back order

5/26
Sorry for the delay but it looks like we are back ordered on the
i-clips. We will send your replacement out as soon as it arrives in
stock.

Thanks,
SwitchEasy Team
​

To which I responded

5/30
SwitchEasy Team,

It has been approximately three weeks since I first notified you of this issue, in the meantime my phone has been unprotected. You did not bother to let me know the part was on backorder, I had to contact you. You have not indicated in your previous message how long the replacement part is on backorder. If I can expect to receive the replacement part within fourteen days or less please let me know. If not please send a replacement model, (even if it is a different color) as per your original offer or, a full refund so that I my purchase a replacement myself.

Thank You,

​

While you can tell I was frustrated, I was respectful (I work retail so I did not want to be "that guy") I just wanted and ETA on how long it was going to take, or a replacement case as they had said they would do in the original email.

I then waited a MONTH with no reply and no replacement part or case. So I sent this.

7/02
SwitchEasy Team,

It has now been almost two months from the time I first contacted you in regards to my defective capusleNeo. I have still not received a replacement part or replacement product as promised by you in your original reply.

At this time I respectfully request a refund as I have had to purchase a replacement case to protect my phone. If I do not receive my refund with in two weeks I will begin going to all the iPhone review sites and posting reviews regarding your poor customer service, and that you do not honor the two year warranty that is listed on your box.


​

So here we are, no reply from them, no refund, and no replacement part or case.

WORST CUSTOMER SERVICE EVER. DO NOT BUY FROM SwitchEasy

 

[GoCubsGo]

I've had great luck with their CS. I would try to call them. I cannot recall the name of the guy I dealt with but I had a case sent in just under 3 weeks. Not bad for a warranty exchange that didn't hinder the use or protection of my phone.

 

[circularforward]

That's too bad. I have the neo too, and that same area broke on mine too, but maybe about 4-5 months later.

As for customer service, try emailing Zoltan Stiener, sezoltan@gmail.com. He has been able to help a lot of people out regarding any switcheasy issues in the past.