I ordered an Arc Pulse for the iPhone 18 Pro in Aluminum Matte Dark Red, and it would not sit level on a table no matter how many times I reapplied it. I contacted support, and they first walked me through their fitment technique. After I told them I had tried it over five times with the same result, they approved the warranty claim within hours.
The Dark Red was out of stock at the time. Damjan gave me the choice of waiting for a restock or taking a different color right away, and I chose to wait. Arc kept to that agreement and let me keep the original case so I was not without protection for my phone in the meantime.
Ana, a Customer Support Specialist, then personally issued my replacement and gave me the new order number and clear next steps, including that tracking would be emailed once it ships. She was kind, professional, and quick to respond, and she made the whole process feel easy. I never had to chase anyone or argue my case.
Every person I dealt with at Arc, from the first support reply to the specialists who reviewed my photo and approved the claim, was courteous and helpful. These cases are not cheap, and the way Arc handled a defective unit is the reason I would buy from them again. Great customer support is hard to find, and Damjan, Ana, and the rest of the Arc team delivered it.