Case Boss Heavy Duty Protective iPhone Case might be better for touchscreen touchiness

A reply after a day! What an improvement. Hooray I sense that, at last, I may have your full attention after all the months that I have been trying to get it. Did my numerous posts on social media helped? Pardon the theatrics but accept the sarcasm as it is just part of my rantings and frustrations which, as you said, you understand of course or do you really?

To speak plainly, your latest reply only repeats what you have said over and over, ad naseum. Moreover, by saying you first need to figure out the status and whereabouts of the shipment before you act only convinces me that you have done nothing at all except send me variations of the same scripted replies all these 7 months. How I wish to believe you when you say you will immediately let me know once you have enough information. I wonder when would that be? A few more months? How about rounding it off to 12 for a full year!? Perhaps by that time I no longer have my phone and maybe let you off the hook!? Hmmmm …nah, I don’t think so. I believe I will be more than inspired to blog on and let the world know of my utterly frustrating experience with you and your service. You better believe it, I can ramble on forever. Just wait for my posts on FB and series of email reminders for you guys. Talk to you soon.

Sent from Yahoo Mail for iPhone

On Monday, October 30, 2017, 4:45 PM, Case Boss wrote:

Hello,

Thank you for writing us back,

We do understand the frustration you are feeling at the moment.
We are still doing our best so that the package that has been sent will arrive to the address.
We need to first figure out the status and whereabouts of the case before we can act accordingly.
We have already contacted all the respective departments so that this issue will be resolved.

Once we have enough information, we will let you know immediately.
We do apologize for any inconvenience this may have caused.

We appreciate your patience and understanding.

Thank you,

Raphael
Case-Boss Support
http://www.case-boss.com

On Sun, Oct 29, 2017 at 11:23 PM, dusty santos wrote:
Again you say you have contacted the manufacturer and will prioritize this but you have been saying that numerous times over the past months. How is it possible that they have not replied despite your repeated tries? How long and what would it take to check based the tracking info that it has been in transit for six effin months?! Seriously dudes.

It would help me to understand somewhat if the manufacturer also made a string of replies to you that they have been looking into it but it appears that have not replied at all or that you have been telling me over and over that you have contacted them but really did not. Its just one or the other right? Can you blame me for doubting what action has been taken? And can you blame me if I post this horrible experience everytime I get your ad on social media?

Sent from Yahoo Mail for iPhone

On Saturday, October 28, 2017, 6:26 PM, Case Boss wrote:

Hi Dusty,

Thank you for writing back to Case-Boss.
We apologize for the long delay happen in the delivery of the order you made. Since we already forwarded a message to the manufacturer, we also mark this concern as escalated case so that they will prioritize this and will deliver the product as soon as possible.

Thank you for understanding and rest assured we will do our best and the team to fix this.

Best Regards,
Jayson
Case-Boss support
http://www.case-boss.com

On Fri, Oct 20, 2017 at 3:44 PM, dusty santos wrote:
Order No. 77589 dated March 30, 2017
Tracking: LN258619711SG

WHERE IS IT? IT HAS BEEN 10 DAYS SINCE YOUR LAST EMAIL AND 194 DAYS SINCE YOU TOOK MY MONEY?
WHAT ACTION HAVE YOU TAKEN?
WHAT WOULD IT TAKE TO CONVINCE YOURSELVES THAT WHAT YOU OR YOUR SUPPLIER SUPPOSEDLY SHIPPED CAN BE CONSIDERED LOST AFTER 6.5 MONTHS OF TRACKING THAT DOES NOT UPDATE?
WHY CAN’T YOU DO THE RIGHT THING FOR A VERY IRATE CUSTOMER HERE?
WHAT IS YOUR CONCEPT OF CUSTOMER RELATIONSHIP MANAGEMENT?
WOULD YOU RATHER I CONTINUE POSTING ON SOCIAL MEDIA ABOUT MY NEGATIVE EXPERIENCE?

Sent from Yahoo Mail for iPhone

On Monday, October 9, 2017, 4:16 PM, Case Boss wrote:

Hello again,

We do understand where you are coming from and do our best to please our customers.
However, we do have strict rules in regards to replacement and refunds.

We do assure you that the order has been shipped.

We have already sent messages to our team in regards to the delivery of the case.

Once we have enough information we will let you know immediately.

Again, we apologize for the delay and we appreciate your patience and understanding.

If you need anything else, please let us know.
Thank you,

Raphael
Case-Boss Support
http://www.case-boss.com

On Sun, Oct 8, 2017 at 7:47 AM, dusty santos wrote:
I am sorry to say this but it feels like I am talking with an answering machine because of the same explanations which entirely missed my points. I understand you have policies to guide and protect you but there would be cases when you need to bend these policies if it is reasonably argued to be the right thing to do especially for the customer who I imagine should be the reason why your company exists. I firmly believe that any business model that adheres to the basic idea that the “customer is king” is bound for excellence and a long profitable life.

One such policy is no refund which I kind of understood that is why I stopped asking for it and asked you to work on replacing my order instead. But your policy of replacement may need room to allow for cases like Lost in Transit, which in my case you can easily deduce from the transit time that has lapsed a very long time ago. You can argue that you need to verify this with your supplier but what if they unexplicably remain silent for many months? How can you accept that kind of relationship with your supplier and not take drastic action for the benefit of your business and satisfaction of your customers!?

Again I ask you to listen to reason here and do the right thing. Please accept the logic behind my proposal and realise that the best solution to a problem is, more often than not, the simplest solution and whatever quickly resolves the situation. In my case and for both our satisfaction, it is simply a matter of writing off the earlier parcel as lost in transit then replace it. I only additionally ask you to accept a change of my delivery address in the light of my earlier explanations that I no longer use the original address.

Thank you. I am looking forward to a more favourable reply and can, in the end of may months of patient and magnanimous waiting, also say that is “worth the wait” as you so say in all your replies to me.

Dusty Santos

Sent from Yahoo Mail for iPhone

On Saturday, October 7, 2017, 10:05 PM, Case Boss wrote:

Hi Dusty,

Thank you for writing us back. Sorry for the delay.

Unfortunately, we can only send replacement items if the item you received is damaged upon receipt. As much as we love to reverse the payment, we are sorry but we have already settled the necessary fees to have the parcel shipped to your address.

We keep on sending follow up messages to our manufacturer to get any details regarding your parcel, but as of the moment, we are yet to receive any information. As soon as we have any details, we will surely let you know.

We understand that waiting for the items to arrive can be frustrating. Same with our customers we wanted to have a speedy delivery.

We thank you for your kind understanding and patience. We promise you, it’s worth the wait!

Thank you.

Ruben
Case-Boss support
http://www.case-boss.com

On Wed, Oct 4, 2017 at 8:29 AM, dusty santos wrote:
Hi Ruben,

Could you not consider writing off my original invoice after being in limbo for six months and simply replace it and send it to my current address? If only it was recieved last April I could have been using it now for 5 months already!

Sometime last May 2017 I had a bad and costly experIence with that consolidator/cforwarder based in FL where I originally used as my shipping address, thus, I have since discontinued using that company and have all my online purchases shipped direct to my Philippine address. If indeed you were able to track and still have it delivered to the FL address I doubt if I would receive it from them. Do you see and appreciate my point here?

I strongly ask you to elevate this to your higher ups and have them reconsider my situation.

Thank you.

Dusty Santos

Sent from Yahoo Mail for iPhone

On Tuesday, October 3, 2017, 10:08 PM, Case Boss wrote:

Hi Dusty,

Thank you for writing us back. Sorry for the trouble.

As much as we would love to change your shipping address, we can no longer do that since your parcel was already shipped out and we do not have an option to change the shipping address while it is in transit.

Thank you

Ruben
Case-Boss Support
http://www.case-boss.com

On Tue, Oct 3, 2017 at 8:25 PM, dusty santos wrote:
Dear Ruben,

Forgive me if I may sound cynical about this but I have been more than magnanimous and probably just have the time to respond to you guys.

If you are so inclined to resolve this ‘unprecedented’ case, I would appreciate it very much if you will allow me to change my delivery address to where I reside now:

Dusty Santos
125 Bayswater Road,
Makati South Hills Townhomes
San Martin de Porres
Paranaque City
Philippines

Looking forward to your favourable response. Thank you.

Dusty Santos

Sent from Yahoo Mail for iPhone

On Tuesday, October 3, 2017, 3:30 PM, Case Boss wrote:

Hi Dusty,

Thank you for reaching out to us. Sorry for the delay.

We understand that waiting for the items to arrive can be frustrating. We absolutely want you to receive them in less time.

We already sent a message to our warehouse to follow up on your order and figure out why it has not arrived at your home yet and we are still waiting for the tracking number to update. It is very unfortunate that we still do not have any advise from the manufacturer.

We understand how you feel about this. However, we would like to let you know that we also want to resolve this as well and we want to know the reason of this unprecedented delay.

We truly appreciate your magnanimous patience. We promise you, its worth the wait!

Thank you

Ruben
Case-Boss Support
http://www.case-boss.com

On Mon, Oct 2, 2017 at 10:04 PM, dusty santos wrote:
Another month of nothing! You guys take the cake!!! WTF?

I just help it but I just have to warn everybody on your Facebook page.

Sent from Yahoo Mail for iPhone

On Sunday, September 3, 2017, 6:54 PM, Case Boss wrote:

Hi Dusty,

Thank you for reaching out to Case-Boss.
Again, we are sorry for such delay of delivery of your order. We already escalated this concern to our manufacturer. Rest assure we are doing our best to expedite this and deliver your order as soon as possible.

Again, thank you for your understanding.

Best Regards,
Jayson
Case-Boss support
http://www.case-boss.com

On Sun, Sep 3, 2017 at 5:32 PM, dusty santos wrote:
Jayson/Raphael,

The tracking dated March 30 will say it all, the results of the number you provided remained unchanged after all this time.

If the manufacturer has not shipped yet, there is still a way to change my delivery address? I have since changed my address after all this time waiting for my item. Please advise me my options and hopefully this is not another run around like the last five (5) months that I have been patiently waiting.

Thank you.

Sent from Yahoo Mail for iPhone

On Sunday, September 3, 2017, 5:00 PM, Case Boss wrote:

Hi Santos,

Thank you for reaching out to Case-Boss.
We do apologize for the delay of the order, we are still communicating to our manufacturer why your order was delay.

Rest assured that you will received the detail once we got the information from them and will deliver your order as soon as possible.

Again, thank you for your kind understanding.

Best Regards,
Jayson
Case-Boss support
http://www.case-boss.com