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Old January 22nd, 2011, 05:20 PM   #1 (permalink)
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Default Seidio Innocase Surface problem

I cannot make the top half fit at all, am I missing something. The "back" piece that covers the backside of the keyboard snaps on nice, the "front" piece that covers the display barley snaps on and then falls off when you close the phone. And in looking at it, I don't know how it would even be possible for it to stay on when it slides closed. I hope I just received the wrong piece or something.

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Old January 22nd, 2011, 07:17 PM   #2 (permalink)
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Have you tried sliding the phones screen so the keyboard is extended. Then try putting the top piece on? I haven't received mine yet, so i don't know were the clips are but usually having it open and then trying to slide it on one side at a time usually works.
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Old January 23rd, 2011, 02:58 PM   #3 (permalink)
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I am having the same problem as above. The front went on fine with keyboard open. The slider was very stiff opening and closing the keyboard. After a couple hours the front piece wouldn't stay on anymore. I contacted Seidio, they are very good about taking care of issues. I suggest you do the same.
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Old January 23rd, 2011, 08:39 PM   #4 (permalink)
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@ matty mo : yes, definately tried it with the slide open. i tried it every way possible.

@ tarpon6 : I will do that, I was just wondering if I was doing something something wrong.

Thanks all
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Old January 24th, 2011, 09:09 AM   #5 (permalink)
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I apologize about this! If you could PM me your order number, I can take care of this for you.
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Old January 24th, 2011, 03:04 PM   #6 (permalink)
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It's an Amazon order number, is that ok?

I sent this email to Seidio:

"Hi there,
Let me start by saying I am a strong believer in Seidio quality. I have the innocase and holster, the extended rugged case & holster, the innocell extended battery, the innocase extended, the innotraveler dock, etc. for my EVO and they are all flawless. I follow the forums closley and I share my positive experiences with Seidio.
I just bought my wife an EVO Shift 4g, and I can't get the innocase front cover to stay on. I think I am pretty mechanically inclined, but I can't seem to make it stay on. Maybe I'm doing something wrong, but I think it has a fitment issue.
I bought it through Amazon by Seidio.
Let me know if you have any information on this issue."

And the response I received was this:

"Thank you for your inquiry at Seidioonline. We are more than happy to assist you with your concern. We apologize for any inconvenience our products has caused you. We can definitely replace that product for you. However you will need to file for a WSRMA(Whole Sale Return Merchandise Authorization). Here is the link:seidioonline.com. The WSRMA department will process your request within 1-2 business days. Please note that all warranties must be within 6 months of purchase. In the meantime, if thereā€™s anything else you need, you can contact the RMA Department at rma@seidioonline.com."

That didn't really answer my question. I know I can send it back, I can do that through Amazon. I am just wondering if just mine is bad or do they all fit like that. I'm sure you understand what I'm saying, I don't want to jut "swap it out" if the next one fits the same way.
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Old January 24th, 2011, 05:15 PM   #7 (permalink)
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Quote:
Originally Posted by ABV View Post
It's an Amazon order number, is that ok?

I sent this email to Seidio:

"Hi there,
Let me start by saying I am a strong believer in Seidio quality. I have the innocase and holster, the extended rugged case & holster, the innocell extended battery, the innocase extended, the innotraveler dock, etc. for my EVO and they are all flawless. I follow the forums closley and I share my positive experiences with Seidio.
I just bought my wife an EVO Shift 4g, and I can't get the innocase front cover to stay on. I think I am pretty mechanically inclined, but I can't seem to make it stay on. Maybe I'm doing something wrong, but I think it has a fitment issue.
I bought it through Amazon by Seidio.
Let me know if you have any information on this issue."

And the response I received was this:

"Thank you for your inquiry at Seidioonline. We are more than happy to assist you with your concern. We apologize for any inconvenience our products has caused you. We can definitely replace that product for you. However you will need to file for a WSRMA(Whole Sale Return Merchandise Authorization). Here is the link:seidioonline.com. The WSRMA department will process your request within 1-2 business days. Please note that all warranties must be within 6 months of purchase. In the meantime, if thereā€™s anything else you need, you can contact the RMA Department at rma@seidioonline.com."

That didn't really answer my question. I know I can send it back, I can do that through Amazon. I am just wondering if just mine is bad or do they all fit like that. I'm sure you understand what I'm saying, I don't want to jut "swap it out" if the next one fits the same way.
Yes, you can send it back to Amazon or do the replacement through us by filling out the WSRMA form. However, we have had a few complaints about this and are looking into it, but it isn't a widespread issue that is occurring with all of the cases.
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Old January 24th, 2011, 06:03 PM   #8 (permalink)
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I'll just say I ordered my case directly from Seido and haven't had any issues at all. I saw the Seido cases for the shift advertised on Amazon before Seido even had them so that didnt look right at all. I mean they bootleg everything else...lol.
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Old January 24th, 2011, 07:36 PM   #9 (permalink)
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Thanks everyone. I just ordered a new one from Seidio's website and did the Amazon return, they are going to have UPS pick it up tomorrow pre-paid from my house. Seems like the easiest solution. I'm sure this one will be fine.
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Old January 27th, 2011, 02:48 PM   #10 (permalink)
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After talking to a few that experienced this issue, we learned that it was due to the top cover being installed upside down. There should be a groove that goes on the top part.
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Old January 29th, 2011, 09:50 PM   #11 (permalink)
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After receiving the second case from seidio, no one can get it to stay on. The groove is in the correct spot on the top, all of the snaps are firmly snapped (actually lifted the upper slider section to make sure they clicked). I can't open the phone over 4 times without the cover coming off.
On a positive note, the screen protector fit, finish and clarity are great.
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Old January 31st, 2011, 05:29 PM   #12 (permalink)
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Quote:
Originally Posted by ABV View Post
After receiving the second case from seidio, no one can get it to stay on. The groove is in the correct spot on the top, all of the snaps are firmly snapped (actually lifted the upper slider section to make sure they clicked). I can't open the phone over 4 times without the cover coming off.
On a positive note, the screen protector fit, finish and clarity are great.
When you put the top piece on, are you opening up the keyboard first and then putting the top piece on?
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Old January 31st, 2011, 05:33 PM   #13 (permalink)
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Quote:
Originally Posted by seidioseidio View Post
When you put the top piece on, are you opening up the keyboard first and then putting the top piece on?
Yes, definitely.
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Old January 31st, 2011, 07:52 PM   #14 (permalink)
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I found the best way to apply the Innocase was to open it up. Put the top on from side to side, clipping in each one as i go. Then the bottom, starting with the side that is covered by the top then the other.
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Old February 1st, 2011, 12:38 PM   #15 (permalink)
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Quote:
Originally Posted by ABV
Yes, definitely.
Can you please PM me your order number so I can help you with this?
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Old February 1st, 2011, 09:07 PM   #16 (permalink)
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Quote:
Originally Posted by seidioseidio View Post
Can you please PM me your order number so I can help you with this?
#368621
I received the RMA # today so it is on its way. Thanks.
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Old February 2nd, 2011, 12:22 PM   #17 (permalink)
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I just got this case last Saturday. I ordered through Amazon on Thursday. Im an Amazon prime customer so I get things shipped fairly quickly. Snapped on the case with ease! Few things I like about this case....

1) Does not make it bulky.
2) The feel of the case is silky smooth
3) Raises the back so that the camera lens wont get scratched up.
4) Was really easy to install.

I was a bit worried after reading that people had problems installing this case on their EVO Shift. To my surprise, the install literally took less than a minute. Good job Seidio on an awesome case.
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Old February 2nd, 2011, 02:13 PM   #18 (permalink)
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Default Seidio Surface Case

I have recently received the Seidio surface case, and it isn't fitting properly either. Facing the phone with the charging port downward, the top left clip on the front cover pops out of place once the phone is closed.

Otherwise, I love the case and would love to be able to keep it. The look and the feel of the case is great. It just drives me nuts to have to push the corner down everytime I pull the keyboard out and I'm sure the tab would wear out eventually from doing that.

I'm gonna play with it a little more before I decide to return it.
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Old February 3rd, 2011, 12:25 PM   #19 (permalink)
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Quote:
Originally Posted by met.watts View Post
I have recently received the Seidio surface case, and it isn't fitting properly either. Facing the phone with the charging port downward, the top left clip on the front cover pops out of place once the phone is closed.

Otherwise, I love the case and would love to be able to keep it. The look and the feel of the case is great. It just drives me nuts to have to push the corner down everytime I pull the keyboard out and I'm sure the tab would wear out eventually from doing that.

I'm gonna play with it a little more before I decide to return it.
Can you please check the PM I sent you?
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Old February 3rd, 2011, 05:30 PM   #20 (permalink)
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I just received a purple case today for my wife and for the life of me I cannot get the top piece to stay on either.

When it does seem like it's going to stay on, it pops right off when I close the phone.

It seems like the clips on the top piece have nothing to grab on to.
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Old February 9th, 2011, 05:02 PM   #21 (permalink)
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Old February 10th, 2011, 10:47 AM   #22 (permalink)
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My wife's wouldn't stay on at first. I got it to work by pressing directly above where each of the clips holds onto the screen and sort of pushing the clips under where they needed to go. I couldn't just slap it on there I had to work each corner with my finger to get the clips underneath the screen. Hard to explain but it ended up working for me.
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Old February 10th, 2011, 11:23 AM   #23 (permalink)
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Quote:
Originally Posted by Rob_A View Post
I just received a purple case today for my wife and for the life of me I cannot get the top piece to stay on either.

When it does seem like it's going to stay on, it pops right off when I close the phone.

It seems like the clips on the top piece have nothing to grab on to.
I apologize about the delay in responding to you! Have you made sure the opening groove of the front piece is on top?

Here's a quick installation video that might help you out: http://www.seidioonline.com/product-p/csr2htshf-bk.htm

If you've tried these few things and are still having issues, please PM me your order information and I would be happy to help you!
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Old February 10th, 2011, 08:48 PM   #24 (permalink)
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I received my replacement Innocase on Monday, and after 4 days of use seems much better. Right off the bat the fit was better- the slider functions smoothly, and the top stays on. Very happy with the case and holster.
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Old February 11th, 2011, 03:23 PM   #25 (permalink)
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Quote:
Originally Posted by seidioseidio View Post
I apologize about the delay in responding to you! Have you made sure the opening groove of the front piece is on top?

Here's a quick installation video that might help you out: seidioonline.com

If you've tried these few things and are still having issues, please PM me your order information and I would be happy to help you!

Thanks for responding . I was just a little disappointed because it's been 2 weeks since I ordered my original case and my Evo is still naked.

I do have a replacement on it's way. I filled out an RMA on Monday

Also, I did make sure the orientation was correct and followed the installation guide. I'll see if the new one fits better.
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Old February 13th, 2011, 11:33 AM   #26 (permalink)
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Mine popped right on; no problems whatsoever. Got the dark blue one; really nice. Very happy.

Still hoping for a charging dock, Seidio......... I won't stop until I get one
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Old February 14th, 2011, 09:35 AM   #27 (permalink)
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Originally Posted by Rob_A View Post
Thanks for responding . I was just a little disappointed because it's been 2 weeks since I ordered my original case and my Evo is still naked.

I do have a replacement on it's way. I filled out an RMA on Monday

Also, I did make sure the orientation was correct and followed the installation guide. I'll see if the new one fits better.
We do apologize about the delay. Has your RMA been processed yet? I can talk to the RMA department make sure that you receive your replacement quickly.
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Old February 14th, 2011, 11:38 AM   #28 (permalink)
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Quote:
Originally Posted by seidioseidio View Post
We do apologize about the delay. Has your RMA been processed yet? I can talk to the RMA department make sure that you receive your replacement quickly.
Yes, the replacement was shipped on 2/8/11

I'm guessing/hoping I'll get it in the next couple of days.
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Old February 15th, 2011, 12:34 PM   #29 (permalink)
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Yes, the replacement was shipped on 2/8/11

I'm guessing/hoping I'll get it in the next couple of days.
OK, great! Feel free to contact us if you have any other questions or issues!
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Old February 15th, 2011, 07:32 PM   #30 (permalink)
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I also ordered the Seidio case and the issue with mine is there isn't enough room for the clips between the two pieces of the phone on the top. I can slide a double sheet of paper around the other 3 sides but the top is so tight the pieces touch resulting in the clips getting pushed out when I close it up, and off pops the front.

If one of the tabs was on the side instead of both on the top surface, this might not be an issue. I tried two different Seidio cases and both had the same result. I love the Seidio case but my phone doesn't. Must just be a manufacturing thing on some of the phones as my husbands phone has no issue.

I managed to find a case that has one clip on top and one on the side from looking at the picture, I may have to resort to this: Get the HTC EVO Shift 4G Rubberized hard Case Black ship Free AccessoryGeeks
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Old February 17th, 2011, 09:51 AM   #31 (permalink)
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Quote:
Originally Posted by seidioseidio View Post
OK, great! Feel free to contact us if you have any other questions or issues!

Well... Here's some bad news: I recieved my replacement yesterday (2/16/11) and it STILL pops off when I close the phone. I tried installing it every possible way you can and still won't work.


I called customer service so I can get a refund. I asked if I could just ship it back with the Original one (since I just recieved it yesterday) but I can't because the shipping label was only approved for first return.

I have to;

1) Fill out ANOTHER RMA form - DONE
2) wait for approval - Got Denied because it's been over 14 days (like I can control the shipping times and RMA processing times?!)
3) Called them and I'm waiting for re-approval - Approved
4) Ship it back myself (Paying shipping fees myself)


I really wanted one of these cases. But I ended up paying $12 to find out it doesn't work on my phone (Shipping both ways) I know shipping cost is beyond Seidio's control/policy but it's still money out of my pocket for nothing.

I guess I'll have to check out the Sprint store?
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Old February 20th, 2011, 08:18 PM   #32 (permalink)
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i had the same problem with the case i bought from sprint. it seems like the clips for the top of this phone is very thin. not much to hold on to. i did extend my screen out and got it to snap on properly. i just dont think there is all that much for it to hold on to regaurdless of what kind of case is it. but once i got it on its staying on with no issues.
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Old February 20th, 2011, 08:26 PM   #33 (permalink)
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Quote:
Originally Posted by Rob_A
Well... Here's some bad news: I recieved my replacement yesterday (2/16/11) and it STILL pops off when I close the phone. I tried installing it every possible way you can and still won't work.


I called customer service so I can get a refund. I asked if I could just ship it back with the Original one (since I just recieved it yesterday) but I can't because the shipping label was only approved for first return.

I have to;

1) Fill out ANOTHER RMA form - DONE
2) wait for approval - Got Denied because it's been over 14 days (like I can control the shipping times and RMA processing times?!)
3) Called them and I'm waiting for re-approval - Approved
4) Ship it back myself (Paying shipping fees myself)


I really wanted one of these cases. But I ended up paying $12 to find out it doesn't work on my phone (Shipping both ways) I know shipping cost is beyond Seidio's control/policy but it's still money out of my pocket for nothing.

I guess I'll have to check out the Sprint store?
Hello,

We apologize about the issue and would like to help. If the cases never fitted correctly, we will be more than glad to replace/refund you the case. You shouldn't have to pay shipping to get it back to us. Please PM your order information (replacement order) and we will be more than glad to assist you on Monday!

Regards,
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Old February 21st, 2011, 11:43 AM   #34 (permalink)
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Quote:
Originally Posted by seidioseidio View Post
Hello,

We apologize about the issue and would like to help. If the cases never fitted correctly, we will be more than glad to replace/refund you the case. You shouldn't have to pay shipping to get it back to us. Please PM your order information (replacement order) and we will be more than glad to assist you on Monday!

Regards,
Thanks Seidioseidio,
But I've already shipped my 2nd case back to Seidio for a refund on Friday (2/21)

I spoke to customer service on Friday about shipping the case back and they told me they do not pay for return shipping. (Even if the case isn't working for me).
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Old February 21st, 2011, 03:28 PM   #35 (permalink)
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Thanks Seidioseidio,
But I've already shipped my 2nd case back to Seidio for a refund on Friday (2/21)

I spoke to customer service on Friday about shipping the case back and they told me they do not pay for return shipping. (Even if the case isn't working for me).
I apologize about this misinformation. Due to the fact that you had this issue, you wouldn't have to pay for shipping. Please PM me your order information so I can take care of this for you.
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Old February 22nd, 2011, 06:13 PM   #36 (permalink)
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Sort of off (but sort of on) topic

Message for "seidioseidio";

I am really impressed that Seidio has a representative here responding to posts. This is excellent customer service; you really are trying to make things right when things so wrong. I think it's refreshing to see a company do this. There is so much crappy customer service out there that you should be commended for this.

I've been happy with my Surface case and was happy with the Seidio case I had for my Palm Pre.
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Old February 22nd, 2011, 10:26 PM   #37 (permalink)
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Received my Seidio surface today in dark blue...

It actually has this pearl effect to it that makes it look purple in some lights. The color is awesome. It matches my Audi's 'Ming Blue Pearl" paint, which does the same thing. The quality of the case is great, only complaint is that the cutout on the screen side protector that's supposed to go around the headset jack input is completely off alignment and doesn't benefit anything.

The fitment is perfect. Put it on as the directions said to do. The back half snapped on quick and solid. The front trim snapped on tight, but the securing tabs needed a little assistance to get over the lip of the screen. It's definitely designed this way as when it does snap on it's completely secure. It's not coming off without a good fight.

Took a little time as far as shipping and everyday waiting I prayed that I didn't drop the phone. Now it's got some good armor on it. Overall satisfied.
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Old February 25th, 2011, 12:26 PM   #38 (permalink)
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Just got my Seidio innocase yesterday. I snapped it on in about 6 seconds flat and it fits fine. It definitely makes the slider really tight, but I'm hoping it will loosen up a bit. As another poster noted (I think it was this board), with the dark blue case, you can still see a glow from the shift lock or function lock light. Pretty pleased with the case as of now.
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Old February 26th, 2011, 11:07 AM   #39 (permalink)
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We just got our EVO Shifts Thursday - love them, so far and I've used a lot of advice from this forum (thank you!).

I actually bought the Seidio Innocases a few weeks ago, but for various reasons the phone purchase has to wait. My wife's burgundy case fits perfectly, but my black one is having a little problem. The top right corner pops off when the slider is closed, and I can only snap it back on fully when the slider is open. That said, the case still stays on pretty tightly and doesn't come off completely like Rob_A's, but I'm worried about it getting looser as it wears. I really like it, though. Has anyone else experienced this? Is there any solution besides sending it back?

Thanks again.

Update: I spoke too soon - now the front is popping off completely when I close the slider. Very disappointed. Reading reviews elsewhere, it seems to be hit or miss with this case. My wife's case still fits perfectly, though.
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Old February 28th, 2011, 10:35 AM   #40 (permalink)
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Quote:
Originally Posted by kjjm View Post
We just got our EVO Shifts Thursday - love them, so far and I've used a lot of advice from this forum (thank you!).

I actually bought the Seidio Innocases a few weeks ago, but for various reasons the phone purchase has to wait. My wife's burgundy case fits perfectly, but my black one is having a little problem. The top right corner pops off when the slider is closed, and I can only snap it back on fully when the slider is open. That said, the case still stays on pretty tightly and doesn't come off completely like Rob_A's, but I'm worried about it getting looser as it wears. I really like it, though. Has anyone else experienced this? Is there any solution besides sending it back?

Thanks again.

Update: I spoke too soon - now the front is popping off completely when I close the slider. Very disappointed. Reading reviews elsewhere, it seems to be hit or miss with this case. My wife's case still fits perfectly, though.
I apologize about your case. Can you please PM me with your order information so I can help you get a replacement?
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Old March 1st, 2011, 01:43 PM   #41 (permalink)
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Thank you Seidioseidio - my replacement and return label are in the mail. Excellent service!
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Old March 2nd, 2011, 12:28 PM   #42 (permalink)
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Default Seidio Innocase Doesn't Work For All Shifts

I had the same issue, and kind of knew I was going to. My wife and I both got new shifts at the same time and I could tell that mine was more "tightly" put together than hers. I bought the innocase (surface) none the less and when I got it, didn't fit. Lucky for me, I had also bought the generic case from AccessoryGeeks.com for it and it works PERFECTLY. The AccessoryGeek case snaps on much more tightly, and actually is VERY similar to the Seidio case. I'm sure it's not as good in the end, but for anyone that had the issue, I was able to get the AG case to work, where the Seidio case didn't. Amazon will be picking it up tomorrow.
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Old March 6th, 2011, 01:19 PM   #43 (permalink)
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Thumbs down Same issue

It appears that I am not the only one having this issue which I guess makes me feel better. I purchased my Seido case at Amazon based on previous experiences with their cases and didn't bother checking the reviews and forums first which I now know was a mistake! Oh well it does appear that Seido is aware of the issue and working with those who are having issues to resolve them.

I agree with one of the other posters that there should be clips on the top and bottom of the case rather than on the side as it seems that on the bottom right side the clip always comes out and then the entire case pops off. (From the perspective of holding the phone horizontally with the micro usb on the bottom).

After studying the diagrams and reading all the posts I am sure that I am installing the case properly. Just in case I left a few friends take a stab at putting the case on and they ran into the same issues.

Hopefully a new case will resolve the issue as it has for others and I don't have to worry about the case popping off every time I take it out of my pocket or try and slide the keyboard open!!
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Old March 7th, 2011, 05:11 PM   #44 (permalink)
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Thanks again, SeidioSeidio for arranging the replacement Surface case, but new one has the same problem. It seems that some Shifts have no gap between the slider and screen on the top and/or bottom. My wife's case still fits fine, but I'm out of luck. I'm considering going back to Sprint to get a new one, but I'm not sure if they'll see this as a defect. The phone works fine otherwise, but I want to protect it for the long haul. I'm going to try the AccessoryGeeks case, but I'm wary of the quality. Sigh.
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Old March 9th, 2011, 12:06 PM   #45 (permalink)
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You can add me to the list of people that are having issues with this case. I'm having the same issue with the top right corner not staying snapped when sliding the phone open....sometimes it even pops off completely. I have heard nothing but good things about Seidio cases, this is my first one, and I am a bit disappointed.
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Old March 9th, 2011, 02:38 PM   #46 (permalink)
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I love Seidio products. Have used them on many phones, including my Evo. Love the Innocase II and my clear screen protectors. I will always consider them for my future phones.

That being said, my wife just got her purple Innocase for her Shift. It's having the same problem that everybody else is having with the top corner. Looks like it's going back to Amazon. She has a pouch to put it in while in her purse, and the Seidio Crystal Clear screen protectors went on great, so the case is not really needed.
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Old March 10th, 2011, 12:07 PM   #47 (permalink)
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Quote:
Originally Posted by MikeG7265
You can add me to the list of people that are having issues with this case. I'm having the same issue with the top right corner not staying snapped when sliding the phone open....sometimes it even pops off completely. I have heard nothing but good things about Seidio cases, this is my first one, and I am a bit disappointed.
I apologize about this. We can assist you so you can receive a replacement, please PM me your order information.
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Old March 11th, 2011, 12:17 AM   #48 (permalink)
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For everyone having problems with the Seidio cases.......it's not just Seidio; Seidio makes very good custom fit cases and accessories and has been for years. The shift is still fairly new, and if you dont put the case on JUST right, it will fail. I've had my shift almost a full month now and have had 4 different cases now. 2 i bought from the swap meet, 1 from the sprint store, and 1 from Seidio. The first one I got was from the Sprint store and the guy that sold it to me tried 3 different cases (the same one since they only have the one for it, but 3 of them) and he couldnt figure it out. when i went to the swap meet the guy that was selling them showed me how to put it on. when i got my case from seidio i used the same method and still had a hard time, but got it to stay after a few tries.

Here's what you do:

slide the keyboard out
make sure your putting it on right (slot on the top)
pry (very little pressure so you dont break it) the top of the shift from the bottom so the clips will hold and push them through so they stick

put the bottom piece on

good to go

keep in mind this will stiffen it up quite a bit

hope there's no long term damage (design was very poor to be able to accommodate a case)

hope this helps
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Old March 11th, 2011, 07:55 PM   #49 (permalink)
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I exchanged my case-less Shift for a new one yesterday. I had to try out two phones in the store before I found one that didn't pop the top of the case off when the slider closed.

It would seem that this is an HTC manufacturing problem, assuming they intend for their customers to use this kind of case, and not a Seidio issue. Some Shifts just don't have enough clearance for the clips that secure the case.

I'm happy now, but this is clearly causing a few headaches for Shift owners and Seidio reps.

Thanks again to SeidioSeidio for all the help.
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Old March 17th, 2011, 03:22 PM   #50 (permalink)
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Based on the support that Seidio has provided here, I have placed an prder for the case and screen protectors.

After I receive them, I'll post my experiences.

I appreciate and support vendors like Seidio that stand behind their products.
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