AFC Trident Manufacturing, LLC

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ Contact Name and Title: [redacted] Department Co Contact Phone: XXX-XXX-XXXX ext [redacted] Contact Email: [redacted] @tridentcase.com Good afternoon [redacted] , Please accept our most sincere apologiesWe want to assure you that we stand behind our products and our customers satisfaction is always a priorityWe want to thank you for your purchase, we offer a one year warranty on all of our products and will be more than happy to replace your caseOur warranty only covers products manufactured by Trident Case Unfortunately our policy states we cannot be responsible for any damage that may come to a device in or out of our productsPlease review our policy found through the link below http://www.tridentcase.com/support/terms-and-policies.aspx We would be more than happy to replace your case at no costWe stand behind our products 100% and strive to insure our customer's satisfaction Since your case was purchased from a reseller and not our website we cannot issue you a refundHowever due to this unfortunate situation I can authorize a refund to be issued for the cost of the caseIf you are interested in a different case I can authorize a store credit to be issued in the amount of $and an additional case to be sent to you Please contact me if you would like to move forward with either resolutionOnce again we want to apologize for this unfortunate situation, and thank you for your business Feel free to reach out to me if you have any questions and or concerns regarding our policy Best Regards, [redacted] Department Coordinator [redacted] @tridentcase.com XXX-XXX-XXXX ext: [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) You manufacture cases designed to protect other products, that is the sole purpose of that productYou advertise your products as having specific drop protection specificationsIf your products fail at their fundamental purpose and you are unwilling to pay for the resulting damages then you should not be allowed to advertise the drop protection as you doIf the drop protection is only warranted for the case than it should advertise that those specifications pertain only to the case and not the product it is supposed to be protectingI relied on that advertisement and it's claims and your product failed to live up to those claims and now I am out the cost of damages

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Dear [redacted] , We take your concern very seriously and consider the safety of our customers and products to be our number one priorityAll of our chargers and charging pads undergo vigorous buheat tests, as a preventative measure, to ensure that the final product meets the necessary specifications In regards to the issue of the charging pad (Trident charger), we suspect that you may have experienced a voltage spike or power surgeVoltage spikes are known to cause the issue that you facedA sudden surge of energy or inconsistent pulses of energy can damage the charging pad, which may have inadvertently affected your devices battery life We would like to offer you a full refundTo elaborate a bit more on our return policy, as there are many factors and variables that can attribute to the damage of a device, we are unable to be held liable for any accidents that may occurWe hope that you understand our position on this matter and truly do apologize for any inconvenience and difficulty you are facing Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately the theory of a power surge is impossible as the charger was plugged into a surge protectorI have now had to rely on the cell phone company to help resolve the issue and replace the phone as I was told that the phone does not have a removable batteryThe phone was still under the year manufacturer's warranty it cost me $to get a replacement phone with an additional $for the screen protector that could not be removed and placed on the new phoneAt this point my total out of pocket expense is $to have a phone that is functioning at the same level it was prior to using the faulty Trident chargerI want to be reimbursed my out of pocket expenses od $ Final Business Response / [redacted] (1000, 11, 2016/03/18) */ Hi, We will send you a company check for $to cover the repairsPlease give us the name and address to send the check to Thank you! -Trident CS Team Final Consumer Response / [redacted] (2000, 13, 2016/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] Ridge Rd [redacted] WIXXXXX

Initial Business Response /* (1000, 8, 2015/12/14) */
Contact Name and Title: *** Customer Service
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@tridentcase.com
Good afternoon ***,
We apologize for the inconvenience you've enduredUnfortunately Trident Case is out of stock
of the item you purchasedI sincerely apologize for the inconvenience and for the delay in not being notified promptlyWe cancelled your order and issued your refund for the amount of $on 12/2/We stand behind our products 100% and strive to insure our customer's satisfactionDue to this unfortunate situation I can authorize a store credit for the amount of $to be issued so you can purchase a new case of your choice
Once again we want to apologize for this unfortunate situationWe hope you will grant us a second opportunity to protect your deviceCustomer satisfaction is very important to our companyWe hope to hear back from you
Thank you for your patience and understanding
Initial Consumer Rebuttal /* (2000, 10, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***,
I appreciate you understanding my positionI currently am using a cheap protector for my phone, but I look forward to trying your product when it becomes available again

Initial Business Response /* (1000, 5, 2016/03/01) */
Contact Name and Title: *** *** Custom
Contact Phone: ***
Contact Email: ***@tridentcase.com
Good afternoon ***,
Case# ***
Due to the confusion with your email address we are willing to make an
exception and mail you a new replacement along with a returned labelPlease allow 2-business days for your new replacement to arrivewww.usps.com Tracking: XXXXXXXXXXXXXXXXXXXXXX
Please let me know, if you have any questionsThank you
Best Regards,
*** ***
Customer Service Specialist
*** South Business Parkway
Ontario, CA XXXXX
Phone *** ***
Fax ***
Web www.tridentcase.com
Twitter www.twitter.com/tridentcase
YouTube www.youtube.com/tridentcase
Facebook www.facebook.com/tridentcase
Initial Consumer Rebuttal /* (2000, 7, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this agreement because they are willing to provide me with better customer service then I receive initiallyI want to thank *** for being very helpful and making an exception for me when I had an auto correction on my tablet while filling out the paper workMy email and address should be provideThank you again

Initial Business Response /* (1000, 5, 2016/02/26) */
Dear [redacted],
We take your concern very seriously and consider the safety of our customers and products to be our number one priority. All of our chargers and charging pads undergo vigorous burn-in heat tests, as a preventative measure, to...

ensure that the final product meets the necessary specifications.
In regards to the issue of the charging pad (Trident charger), we suspect that you may have experienced a voltage spike or power surge. Voltage spikes are known to cause the issue that you faced. A sudden surge of energy or inconsistent pulses of energy can damage the charging pad, which may have inadvertently affected your devices battery life.
We would like to offer you a full refund. To elaborate a bit more on our return policy, as there are many factors and variables that can attribute to the damage of a device, we are unable to be held liable for any accidents that may occur. We hope that you understand our position on this matter and truly do apologize for any inconvenience and difficulty you are facing.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the theory of a power surge is impossible as the charger was plugged into a surge protector. I have now had to rely on the cell phone company to help resolve the issue and replace the phone as I was told that the phone does not have a removable battery. The phone was still under the 1 year manufacturer's warranty it cost me $40 to get a replacement phone with an additional $20 for the screen protector that could not be removed and placed on the new phone. At this point my total out of pocket expense is $60 to have a phone that is functioning at the same level it was prior to using the faulty Trident charger. I want to be reimbursed my out of pocket expenses od $60.
Final Business Response /* (1000, 11, 2016/03/18) */
Hi,
We will send you a company check for $60 to cover the repairs. Please give us the name and address to send the check to.
Thank you!
-Trident CS Team
Final Consumer Response /* (2000, 13, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]
[redacted] Ridge Rd
[redacted] WI. XXXXX

Initial Business Response /* (1000, 5, 2015/04/21) */
Contact Name and Title: [redacted] Department Co
Contact Phone: XXX-XXX-XXXX ext [redacted]
Contact Email: [redacted]@tridentcase.com
Good afternoon [redacted],
Please accept our most sincere apologies. We want to assure you that we stand behind...

our products and our customers satisfaction is always a priority. We want to thank you for your purchase, we offer a one year warranty on all of our products and will be more than happy to replace your case. Our warranty only covers products manufactured by Trident Case.
Unfortunately our policy states we cannot be responsible for any damage that may come to a device in or out of our products. Please review our policy found through the link below.
http://www.tridentcase.com/support/terms-and-policies.aspx
We would be more than happy to replace your case at no cost. We stand behind our products 100% and strive to insure our customer's satisfaction.
Since your case was purchased from a reseller and not our website we cannot issue you a refund. However due to this unfortunate situation I can authorize a refund to be issued for the cost of the case. If you are interested in a different case I can authorize a store credit to be issued in the amount of $50 and an additional case to be sent to you.
Please contact me if you would like to move forward with either resolution. Once again we want to apologize for this unfortunate situation, and thank you for your business.
Feel free to reach out to me if you have any questions and or concerns regarding our policy.
Best Regards,
[redacted]
Department Coordinator
[redacted]@tridentcase.com
XXX-XXX-XXXX ext: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You manufacture cases designed to protect other products, that is the sole purpose of that product. You advertise your products as having specific drop protection specifications. If your products fail at their fundamental purpose and you are unwilling to pay for the resulting damages then you should not be allowed to advertise the drop protection as you do. If the drop protection is only warranted for the case than it should advertise that those specifications pertain only to the case and not the product it is supposed to be protecting. I relied on that advertisement and it's claims and your product failed to live up to those claims and now I am out the cost of damages.

Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@tridentcase.com
We apologize for the inconvenience experienced. We offer a one year warranty on all our products and we would be glad to exchange...

your item for you. Just fill out the Return Authorization Form on our website. All customers are required to complete the form in order to proceed with a replacement. Our records show the customer was given instructions on how to proceed. The customer did not follow through and failed to submit the form. We will gladly offer an exchange.
If you still wish to proceed with an exchange please complete our Return Authorization Form which can be found in the link below:
https://forms.netsuite.com/app/site/crm/externalcasepage.nl?compid=XXXXXXX&f...⇄ /> Once the form is submitted we will proceed with your exchange. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked for a paid return label. This item should not have been damaged within 30 days of my purchase. Did you even read the complaint? I dont want to pay to ship this to you.
Final Business Response /* (4000, 9, 2016/02/09) */
We apologize for the inconvenience experienced. We offer a one year warranty on all our products and we would be glad to exchange your item for you. Just fill out the form on our website. The RMA form is under the "support" tab. The customer was given instructions on how to proceed but the customer has not submitted the form to this day. All customers must go through this process in order to get a replacement.Please complete our Return Authorization Form which can be found in the link below:
https://forms.netsuite.com/app/site/crm/externalcasepage.nl?compid=XXXXXXX&f...⇄
The customer's order was not placed on our website and company policy states that we may only send a return label to a customer who purchased directly from our website, but we will go ahead and make a one time exception. Once the form is submitted we will gladly provide a return label and exchange the item for you. Thank you for your patience and understanding.