r/Backbone

everytime i try to contact them i keep getting the same responses over and over again. i need help pls

So they replaced the support team with an AI chat bot. It just goes in circles asking for the same information. I filed a warranty claim, it was accepted, I returned the controller, I have a tracking number and email confirmation that they received it over a week ago. And now nothing. No replacement, no refund. They just took my controller and closed the ticket. I opened a new support ticket and they asked for my email and zip code. I gave it to them., also included the screenshot of email confirming the return was received with the tracking number. They sent an email asking for my email and zip code or the tracking number for the replacement. There is no tracking number for the replacement because they never sent one. I asked for a refund. They asked for my email and zip code again and “any email or screenshot of tracking confirmation” I already sent all that info. Now we are just going in circles and I’m getting pretty pissed off. Why am I paying the backbone subscription to get the extended warranty if I’m not actually getting a replacement or even getting to talk to a human?
/rant

I love the backbone. Has worked well for me so far and I’m on my second one since I upgraded from lightning cable to the usb c. My problem is I have my phone in a otterbox case. I like this case because I do construction and it helps protect my iphone. Every time I want to use the backbone I have to take my phone out of the case to use it. Are there 3d printed mount/adaptors and what kind of plug extension cord/ adapter is out there?

Edit: or to work with my tablet. A bigger screen would be nice, not sure if that’s possible.

Thanks.