Speck Products

Hi I spoke with this customer and listened to her interactions she had with the CS team and apologized for the way she was treated and the poor service she receivedI sent her some free Case samples for devices Samsung Note 8, Samsung SPlus and Samsung Sas well as a SPECK BackPack for all her troubleI have also submitted a check request for a refund of her devices as she requested Sincerely, Barb [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @speckproducts.com Dear ***, Thank you for your feedback and please accept my apology for the late delivery of your productWe will certainly submit a check request and refund your freight chargesWe have just migrated over to a new website on Friday and will be adding more details on the shipping expectations for our customersWe do not want to lose you as a customer so we will be sending you a 50% coupon for you next Speck purchase on our websiteAgain I apologize for inconvenience and hope your give us another opportunity to meet your expectations

Final Consumer Response / [redacted] (2000, 5, 2015/06/29) */ I am writing to notify you that complaint case # XXXXXXXX appears to have been settledI was notified by the business that they are mailing me a check for the refund amount that I had complained about having not received If this is not the correct email address to use to update or close a complaint, then please let me know who to contact to do soThank you Best, [redacted] ***

Dear Jessica, Please let me apologize for the delay in this responseI thought this was already actioned, I don't know what happenedI would be glad to replace your case for anotherPlease email me at [redacted] and I will send you a replacement caseLook forward to hearing from youOnce again I do apologize for the delay Have a Specktacular Day! Barb [redacted] Director of Customer Service Speck Products

Dear [redacted] ***, I am so sorry to hear that you had problems with your [redacted] laptop case when removing itSpeck offers a year limited liability warranty on these cases but does not cover damage to any device or personal propertyYou can view the full warranty statement at www.speckproducts.com/warranty Since you did not want another case, we will give you a refund for the cost of the case, so let me know if you would like me to proceed with the refund processAgain I do apologize for any inconvenience Sincerely, [redacted] Director of Customer Service

Initial Business Response / [redacted] (1000, 8, 2015/09/15) */ Contact Name and Title: [redacted] Dir of CS Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @speckproducts.com Dear [redacted] , I apologize for your customer service experience with Speck and the delay in resolving this issue with your phone caseI have just left you a voicemail and will submit a request for refund with our Account Payable DepartmentI would also like to send you a new case for all your troublesPlease call me if you would like to discuss this further Sincerely, [redacted] Director of Customer Service Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ms [redacted] has offered a refund and a backpackI hope that the company will follow through on their commitmentI look forward to the resolution of this matter by receiving the refund and backpack

To whom this may concern.Kindly replace the speck phone case for Phones All are Galaxy S
Attached (4) is all the information you requested. All of the cases got discolored. (when I purchased it, the info on the box said it won't discolor)
And of got
damaged.They were never dropped either
The case is very much yellow and the edges are brownThe color doesn't come off.Is there such a clear case that won't discolor and stay clear?We have purchased speck cases in the past of different colors and there was no need for replacementIt was durable, it didn't crack, chip and didn't discolor.My phone cases do not have a tooling codeThe representative I spoke to on the phone about it, is aware of itFor the receipt is way too long to capture all of it, I cannot capture the name of the store where I bought it atI purchased it at SPRINTYou are more than welcome to verify it*** sprintThe proof of purchase is at the very top of the receiptAnd the date of purchase is at the very bottom of the receiptOther than the discoloration, chips n cracks, We appreciate your service and are happy with your products therefor we will further recommend you to family and friends and we will continue to use your products.
Is there a warranty on the replacement?
It can be shipped to (the address below) *** *** *** *** *** *** ** ***I can be reached at (the phone # below)If you have any questions, please call, email or txt me***THANK YOU : -)*** Jacob

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely,
Jae***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Per Barb's offer, if Speck is willing to send along some cases, I would also appreciate thatSince this offer was made without my request, I don't want to be greedy, but simply in order to assist Barb (or whoever is handling this), I would like to notify Speck that I am in possession of a Galaxy S9+ (purple), a Galaxy SEdge (black), and a Galaxy Tab 4: 8" (white)I'm unsure what she would like to send but I leave it up to her
Also, I'm not sure if this message is publicly posted - I do not mean to put this person on blast - but the alleged CS supervisor who was so horrible*** ** *** *** ***, and I only want Speck to be aware of this because his behavior was so grossly inappropriate and if I was his supervisor, I would want to know who was responsible for the bigger issue here and put him on probation immediatelyI'm not trying to publicly shame him, just provide information in hopes that Speck will prevent him from treating anybody else the way he treated me, taking the company's reputation into his own hands and causing multiple people a hell of a lot more time and energy than should ever have been required for the the original problem
Sincerely, Phoebe ***

Initial Business Response /* (1000, 10, 2016/01/26) */
***,
I apologize for this issue not being resolved yetWe will reimburse you for your broken iPad screenPlease email me your receipt for the repair at ***@speckproducts.com
I also left you a voice mail today as well

I just read this complaint regarding the bending of *** ***s and requesting reimbursement for *** *** repairs as well as the casesI spoke to our Product Development and Quality Engineers and the products in question are made out of foam so it doesn't have the structural rigidity to over
power the device and bend itSpeck will reimburse for the cases but not for ***'s repairs

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** Jakob
CONSUMER CALLED TO SAY THAT SHE RECEIVED $REFUND

I have emailed *** * *** and explained that we have no record of an email coming into the Speck Customer Service Alias which automatically issues a ticket that we have to actionI did ask *** to send me a receipt for the case and I would reimburse himAlso if he does not have the receipt I
asked him to please send amount that he paid for the case, so I can issue a check request and have refund processed
Barbara DeSesa
Director of Customer Service
Speck Products
Bovet Road
Suite
San Mateo CA
805-550-

Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@speckproducts.com
Dear ***,
Thank you for your feedback and please accept my apology for the late delivery of your productWe will certainly submit
a check request and refund your freight chargesWe have just migrated over to a new website on Friday and will be adding more details on the shipping expectations for our customersWe do not want to lose you as a customer so we will be sending you a 50% coupon for you next Speck purchase on our websiteAgain I apologize for inconvenience and hope your give us another opportunity to meet your expectations

Dear Phoebe,
I am so sorry for your disappointment with our Speck Glitter cases and their depiction on our website and your unpleasant experience with our call centerSpeck values it's customers very much so this interaction is certainly not the normI will certainly meet with the team
and discuss this situation
Per your request I will submit a check request for the refund amount you have asked for $Also I would be happy to send you some new cases if you would like, so please let me knowOnce again I am very sorry your negative Speck experience.
Have a Specktacular Day!
Barb ***
Director of Customer Service

Initial Business Response /* (1000, 5, 2015/01/05) */
Dear ***,
I just read your Revdex.com complaint and I apologize for the delayIt seems that you received the wrong cover for your iPad and we have no problem replacing it with the correct modelHave you contacted our customer service
department so we can help you? Please email ***@speckproducts.com or call XXX-XXXXXXX and we would gladly replace your caseOnce again I do apologize for this inconvenience and hope you call or email us so we can resolve this matter for you
Sincerely,
*** ***
Director of Customer Service
Speck Products, LLC
Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made numerous efforts to contact the company and there has been no response up to today

I emailed the customer and told him to call me to resolve his problemThis is covered under our warranty replacement programIf he would like a reimbursement check I will have that processed as well

Initial Business Response /* (1000, 6, 2015/04/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@speckproducts.com
This customer bought one phone case on our Speckproducts.com ecommerce site which charges sales tax dictated by the California
Board of EqualizationThere is no way to determine if a consumers is tax exempt or not at time of check outWe do have an education channel at Speck Products which services schools and is tax exempt and customers usually buy in bulk quantitiesFor future reference please call Speck Products @ XXX-XXX-XXXX and ask for *** *** and she will assist you with your future Education purchases
Initial Consumer Rebuttal /* (3000, 8, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"There is no way to determine if a consumer is tax exempt or not at time of check out." In my experience, this shouldn't prevent the processing of a refundI have purchased numerous single items on retail websites for my organization, for which sales tax was charged, and then refundedI have never encountered a business that refused to refund sales tax for us
Final Business Response /* (4000, 10, 2015/04/21) */
Hello ***,
please email the documentation of you tax exempt status at ***@speckproducts.comI have received an approval to refund your sales tax from our VP of FinanceIt will be submitted to our Accounting team for processing in the morningPlease allow at lease weeks for processingI apologize for any inconvenience this has caused you
Sincerely,
*** ***

Dear Nitesh,
 
I am so sorry to here about you discovering that your phone was cracked when trying to clean it. We will replace your case at no charge be Speck is not liable for any device replacement. Below is our policy for device replacement that is on our website in more...

detail.  
IN NO EVENT SHALL SPECK OR ITS SUPPLIERS SHALL BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL OR EXEMPLARY DAMAGES ARISING OUT OF THE USE OF THE PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF SPECK HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SPECK HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CONSUMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE IN THE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, CELL PHONES, MP3 PLAYERS, DVD PLAYERS OR HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT YOU MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE), THE ENTIRE LIABILITY OF SPECK AND ANY OF ITS SUPPLIERS SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PRODUCT. SOME STATES AND/OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU.
I would be happy to send out a new case to you if you would like. Please request type of case you would like for replacement with your phone type and I will send it out. 
 
Sincerely,
Barb [redacted]
Director of Customer Service 
Speck Products
 
Again, I'm very sorry that your phone/device has been damaged but I am happy to help you with a case replacement, if needed. I look forward to hearing from you.

Dear [redacted],
 
I am so sorry to hear that you had problems with your [redacted] laptop case when removing it. Speck offers a 1 year limited liability warranty on these cases but does not cover damage to any device or personal property. You can view the full warranty statement at...

www.speckproducts.com/warranty.
Since you did not want another case, we will give you a refund for the cost of the case, so let me know if you would like me to proceed with the refund process. Again I do apologize for any inconvenience.
 
Sincerely,
[redacted]
Director of Customer Service