The Noreve P4550/Tilt Case Dilemma (updated)

I spent a lot of time researching the various case designs for the Tilt. There is a reason for that. A phone where the top half slides out and then tilts up is not going to be the easiest product to design for. I had some specifics that I wanted in a case. So I began my search for something that met these criteria:

  • Covers the touch screen
  • Allows access to all slots/buttons/lenses/etc without removing the case
  • Allows screen to be opened and tilted without removing the case
  • Has pockets for MicroSD cards
  • Does not have a plastic sleeve covering the keyboard

I found all of this in the Noreve case for the P4550/Tilt. So I ordered it. Overall, I have been pleased with this case but I do have to share what I’ve gone through to get to this point with a case that is sitting on my desk with no phone in it.

I ordered the case on October 18, 2007. The case description on the site said that black cases were in stock. I receive an email confirming my order a few minutes later. After a couple of hours, I receive another email stating the black case was not in fact in stock and it would be shipped within 15 business days. Of course, the site states it would be in my hands within 15 business days should it be out of stock. Not a big deal…the Tilt is very popular. But I ask for clarification as to whether it will ship within 15 days or if it is to be delivered in 15 days. This makes a difference because I was going to be out of town the week of Thanksgiving and if it only shipped by then…I would probably not get it until I returned.

I got some very patient and understanding help on my questions. Kudos to NoreveUSA for that. Turns out the promise is to ship by the 15th business day. Still, not a huge deal, just a minor inconvenience. Fast-forward to November 13. The case finally ships. So now they’re already behind. It’s taken nearly a full month to ship my case which is beyond their 15 business day mark. But that’s okay. This is the only case that I have found that fits my criteria perfectly. I’ll wait for it. The case arrives on my desk that Friday, November 16, 2007.

The case is everything I had hoped it to be. Everything works wonderfully. The only thing I was even slightly disappointed in was the belt clip. I wear a thick leather belt and this clip really digs into and scars it. But such things are really not a big deal in the grand scheme of things. This is an old belt and it already has a few scars on it from the cats.

But…early last week I was pulling my phone off the clip to check a message I had received when I noticed the peg for the clip was sitting a little odd. Upon inspection I found that the metal plate they put under the leather for the belt clip peg to attach to had come loose. Now I have a peg/plate that slides around stretching and distorting the leather around the opening for the mount. This case isn’t even a month old. But that’s okay. Noreve came pretty highly recommended from the various sites I perused. I’ll just drop them a note about it and get an RMA for a replacement.

Well it has been more than a week. I’ve filled out the web form on three different days, sent a request to the info email address, and called three different times (leaving messages twice since I never got an answer). I have not gotten a single response from NoreveUSA. Thus I have tried another approach. I sent an enquiry from the corporate(European) site explaining the situation and asked if I could resolve the problem through them. At least I got a response saying they’d look into why I haven’t heard back from the USA branch. Which leads to me sitting here with my phone in my pocket and the case on my desk.

Now I won’t say that my experience is typical. Actually, from what I have seen and read about Noreve and NoreveUSA is that my situation is very atypical for both their products and their customer service. That still doesn’t change the fact that I have a $52 phone case that I cannot use. If I hear back from either the USA or European offices with further information about my request, I’ll update this post. Until then…here’s to the nice pockets on carpenter pants for protecting my phone.

**Update: I finally received a response from NoreveUSA. They claim an excess of communications due to holiday orders that is slowing their response time. I cannot doubt the truthfulness of that nor can I fault them for taking longer during the holiday season…though it would be nice if they had an automated system to reply with said information like many sites and businesses do. Anyway, the long and short of it is they will be sending me a new case when they get their shipment in next week at no charge and they don’t need me to send the old one back. They suggested just throwing it away (keeping the clip and small parts as spares). So if I get the case fairly quickly, kudos on an easy resolution but points off for really slow response.

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