A Tale Of Two Customer Service Experiences Done Right

Gear Diary is reader-supported. When you buy through links on our site, we may earn an affiliate commission. Learn More.


In a world that often seems filled with poor customer service, companies that just don’t seem to care and story upon story of people being mistreated during shopping I wanted to share two positive experiences I had.

Last week one of the premier iPhone accessory manufacturers, Incase, announced the immediately availability of their first two cases for the iPhone 4. Incase is regarded as one of the best when it comes to iPhone cases and I was definitely looking forward to the release.

I jumped on over to the Incase website and begun the process of placing an order for an Slider case for the iPhone 4. When my cart was complete I choose the least expensive shipping method, UPS ground, and when it told me the cost would be $10.38 I couldn’t help but scoff. $10.38 to ship one iPhone case seemed high. Now I’m no shipping expert, but I have made a lot of online purchases and I’ve seen this issue before. Some companies just seem to have very high rates when it comes to sending out their products.

I voiced my concern on Twitter.

Screen shot 2010-08-02 at 7.03.17 AM.png

This brought a ton of responses, all agreeing that to charge that much for shipping just didn’t seem right.

How did Incase respond?

How about offering free shipping for any iPhone case ordered….

Screen shot 2010-08-02 at 7.05.09 AM.png

And how about refunding the shipping charges for anyone who had already ordered a case…..

Screen shot 2010-08-02 at 7.05.56 AM.png

Not the response I was expecting at all, especially from a company as larger and as popular as Incase, but one that was certainly welcomed. I’m very happy that Incase stepped up and has attempted to correct what I and many others viewed as a wrong, at least for the time being.  And I’m not really sure how my one Tweet and the follow ups from my followers contributed to the Incase response either….

So if you’re in the market for a new iPhone case head to the Incase website here. The free shipping offer lasts until the end of August.

Also sometime last week I ordered a few sets of iPhone 4 skins from Decal Girl. The company makes fully body protectant skins that come in a variety of designs, okay a ton of designs!

Of the three sets I ordered one, the “Brushed” had an issue. When I went to install it one of the cutouts, the one for the iPhone 4’s secondary microphone wouldn’t properly punch out and I ended up destroying the skin.

Screen shot 2010-08-02 at 7.10.29 AM.png

My fault, maybe but I decided to e-mail the company nonetheless.

Screen shot 2010-08-02 at 7.12.25 AM.png

Instead of non-reply, or one telling me better luck next time, I heard back from Decal Girl a short time later.

Screen shot 2010-08-02 at 7.13.27 AM.png

What refreshing change. A company that doesn’t point fingers, doesn’t seek to throw the blame towards its customers. Instead only cares about making their customer happy and replaces my product without blinking an eye. I received shipping notification that my replacement skin was on its way a few moments later.

Think I’ll do business with, or recommend my friends and family do business with Decal Girl again?

You bet I will.

Check out Decal Girl’s entire portfolio of skins here.

As an Amazon Associate, we earn from qualifying purchases. Thanks for your support!