Why I’ll never buy another Mophie product. This case has serious design issues, and Mophie customer service is unresponsive and rude.
Recently, a co-worker sent me a link to the Mophie Juice Pack Pro on the Mophie website. Due to the nature of my career, I need to remain available and reachable at all times. The battery and extended run time, as well as the protection the Mophie Juice Pack Pro offers seemed to be a win-win. I immediately checked the reviews and decided to order the case, now I wonder if the reviews I read actually ever used the product at all.
The case isn’t cheap, it’s $129.99 and I paid $13.05 in shipping. I also use Waze for GPS navigation, so I purchased a window mount custom made for this case from slipgripcarmounts.com for $29.95 + $6.95 for shipping and handling. The case features 2500 mAh battery and “enhanced audio ports”.
Once my case arrived, I stripped off my Otterbox Defender and installed my new case. Immediately after removing it from the box, I noticed scratches on the built-in screen protector. They were minor, and you couldn’t see them when the screen was turned on, but it gave the screen a scuffed up appearance.
I immediately had problems getting the case to charge, I charge my phone every night and I was shocked when I took my phone off the charger that the case hadn’t charged at all. I was later able to get the case to charge and assumed that it may have just needed a longer charging cycle (more than 6-7 hours).
A few days later, I needed to return a call to a client. It was impossible to talk to the client. All he could hear was an echo of himself and when I spoke he said it was muffled with an echo. I also noticed that the signal strength of my phone was much lower than normal, something Mophie advertises will not happen with the Mophie Juice Pack Pro. I ended up removing the Mophie case from my phone (no small feat) to continue the call.
The “enhanced audio ports” appear to be nothing more than holes in the case. Because of the way the case completely covers the earpiece and microphone, it appears the caller’s voice is carried through the case from the top of the phone to the bottom where the microphone is. I believe this is why the caller hears an echo. I found several tweets about users having the same problem, to which Mophie replied “use an earphone/microphone or bluetooth headset”. This isn’t an option for me because I don’t want to have to carry another piece of equipment that I would have to purchase separately. Mophie doesn’t mention this on the Juice Pack Pro product page.
I contacted Mophie through their support website, expecting them to tell me that I had a defective case and that they would send me a new one. It’s important to note that I did not request a refund. Instead, I received this short reply:
We have recently received your information regarding the mophie product you wish to return for a refund. In the enclosed email you will find your RMA # and shipping instructions.
I replied and asked if they would refund my shipping as well, but received no response. Eight days later, I replied again and asked for a refund of my shipping. This is the reply I recieved:
For a refund we do not reimburse for shipping.
After digging deeper into the reviews, I found several tweets and posts about people having the same scratched screen protectors and echo problems. I replied again and asked for a refund of shipping since this was a design flaw. The response was:
In your original request you did not state if you would prefer a refund or a replacement, therefore going on what was said in the technical support form, we set it up as a refund.
I shipped the case back, which I had to pay another $16.85 to do. Three days after my phone arrived back at Mophie, I received a refund for $129.99, without the shipping.
To summarize my first experience with Mophie, I ended up paying $29.90 for a defective product that I’ll never recover. I’m also out the money I paid for the window mount, because it’s custom made for this style case. Mophie support isn’t willing to work with it’s customers and sells products that I believe are known to have problems.
This will be my last experience with Mophie, and I recommend you steer clear of them as well.
The image below and the terms Mophie and Juice Pack Pro are property of Mophie.