I have an Incase bag for my MacBook pro. In May I adopted a dog from the San Francisco SPCA (see photo) and he decided that the strap was a chew toy.

I wrote to Incase asking of I could buy another strap:

“I have a silver case for my 17 inch MacBook Pro – my dog has chewed through the strap. Can I order a new strap?”

I didn’t hear anything for a while and then I got this email:

Hello John,

Thank you for contacting Incase Designs Corp. I’m sorry it took so long getting back to you about a replacement strap. Incase does not currently sell replacement parts, but I have found a shoulder strap for your Platinum Nylon Sleeve here in our warehouse. I can send it to you at no charge. I will need a physical address to mail it to.

Again, I apologize for the late response, I actually thought that I did let you know I would look around, but I have checked my “sent” emails and could not find one, so hopefully I am not too late.

Please let me know if you have any additional questions or concerns and I promise that I will respond right away.

Sincerely,

Linda
Incase Consumer Support Specialist

To say I was surprised was an understatement. A little while later a new strap arrived in a cardboard presentation box! Needless to say they have a customer for life and an advocate for their products.

Despite the stuffy corporate opening, Linda’s response was perfect: she was apologetic, sincere, and offered more than reader John requested. All this without even seeing the picture of the cute dog.

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