Monday, May 07th, 2012 | Author:

I love when a company offers stellar customer service, and Luvvitt really does. I was having trouble with the iPad back cover I had purchased earlier this year and decided to contact the manufacturer to see what they might do for me. The resulting exchange happened. Note the timing of the responses. Impressive!

On Apr 25, 2012, at 4:45 PM, I wrote:

In January I purchased your Luvvitt Dolce back cover for my iPad 2 from Amazon.com. I choose the “clear” one and I love the fit and function. The reason I’m writing to you today is because I’ve noticed the cover has started to turn yellow which is strange because I keep my iPad in my nightstand drawer when not in use and don’t take it outside the home except for a handful of times (since I have the Wi-Fi version). It’s really starting to bother me as it makes the iPad look dingy and dirty when it’s not. Could my case be defective? I bought it thanks to all the glowing reviews at Amazon and am happy other than this dis-coloring that has started to occur. I would expect it perhaps after a few years but not only four months into ownership. If you could offer a solution to this I’d be much appreciative.

On Apr 25, 2012, at 6:06 PM, Luvvitt Customer Service wrote:

Hi Nicole,

Thanks for writing to us. Your product is covered under Luvvitt Warranty so we would gladly send you a replacement unit immediately. Please advise your order number so we can process your shipment right away.

It’s a common issue with clear/transparent colored thermoplastic cases to loose it’s color with several months of use. There are several different elements such as smoke (from cigarettes), dirt on surface the case is placed, dirt from hands etc. All cases are the same however, clear ones show it much more than the colored ones. We use a special element in our production to prevent the yellowing however there isn’t always a 100% solution for this as it’s an inherent characteristic of thermoplastic. You are more than welcome to choose any other color if you like for your replacement.

Please let us know.

Best,
Luvvitt

On Apr 25, 2012, at 6:22 PM, I wrote:

I appreciate your quick reply. My order number at Amazon was __________.

I would prefer if you could send me the powder blue back cover so the yellowing, if it occurs again, won’t be as noticeable. I have the blue smart cover and I understand from the Amazon reviews that your back cover is the same shade of blue to match.

What other information do you require from me? I wasn’t sure whether I need to provide my address or if you get that from the order number.

On Apr 25, 2012, at 7:43 PM, Luvvitt Customer Service wrote:

Hi Nicole,

No other info is necessary. We have initiated a shipment order for your Illinois address.

Yes, we have matched the color in an accredited lab but please note that smart cover is a solid color and the back cover is transparent so the color match can be subjective however, we have received several positive feedbacks regarding the color match from our customers so far. If you don’t like the color you can return it for an exchange.

Best,
Luvvitt

The new case came in the mail that weekend, only a few days after the email exchange, and it’s beautiful. It matches the smart cover quite well. I wrote them back to let them know I received the replacement and was very impressed with their customer service and they responded back thanking me for my feedback. It was one of the most pleasant transactions I’ve had with a company and will definitely make me want to do business with them again in the future.

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