Support that looks for a way to help, not a reason to say no
My PITAKA case got damaged around the camera cutout. I hadn't bought it on the PITAKA website, I didn't have an itemized receipt, removal damage isn't covered by their policy, and I'm a customer in another country. On paper, they had every reason to turn me down. Instead, Susan looked for a way forward rather than a reason to close the ticket, and Freya found one. They arranged a replacement, and it arrived in less than a month, delivered by courier right to my door. The new case is flawless: perfect weave, a clean gold frame and intact corners around the camera cutout. Even the box is sturdier than the retail one I originally got. The policy said no, but the people said yes. That's why I'll keep buying PITAKA. Thank you, Susan and Freya.