Otterbox Customer Service Issues

I purchased the Defender case, but it shattered when I dropped it from only a foot high. I received the case in September, and I believe it is critical for you to replace my phone screen. Despite investing in what I thought was the best protective case, my phone still broke. If you truly back your product's claims of drop protection, you should honor that commitment by replacing my phone.

When I received my phone case, my mom purchased it for me from an online store. The part of the case that covers my screen does not lay flat; there is a plastic piece near the speaker that overlaps where my camera is, and the exterior does not have the same plastic material as the rest of the case. Additionally, the back part that displays the apple logo for the iPhone appears to have been re-glued. Using my phone has become difficult as the screen cover does not stay in place, making typing cumbersome.

I recently purchased a brand new Samsung Galaxy 8 along with accessories, including an Otterbox phone case. Unfortunately, yesterday my phone fell off the counter while in the case, resulting in a crack on the bottom left side. Despite the phone being protected, the damage still occurred. Given that your company is known for quality products and is often praised for your customer service, I am hopeful that you will honor your guarantees and reputation by replacing my phone as advertised. Thank you.

I recently upgraded from an iPhone 6s to an iPhone 7 Plus and decided to purchase the Otterbox Strada flip case. After putting my phone in the case, I noticed reception issues and muffled sound which makes it hard to hear callers. When I remove the phone from the case, everything is fine. I bought it from Amazon, and unfortunately, the return date has passed. I'm concerned about the warranty policies since these cases are quite expensive at £49. Have others experienced compatibility issues with the Otterbox Strada and the iPhone 7 Plus? Thank you. - C. Montague

I have purchased multiple commuter Otterboxes for my iPhones over the years. However, I noticed that the Otterbox for my iPhone X does not provide adequate protection for the top edges of the phone, unlike my previous cases. Unfortunately, my phone fell from a short distance, causing damage to the corner of the case, which is made of rubber rather than a hard shell like my other cases. I believe this is a design flaw that needs to be addressed. I kindly request reimbursement for a new screen and improvements to the design of these cases. Thank you for your attention to this matter. - Mr. Greg Waterman (Note: Please disregard the PS section in the original message.)

I recently made a purchase on your official website and received an email stating that my order processing failed due to information verification issues. Despite having made successful online purchases previously without any such problems, my financial institution has confirmed the payment. I'm providing my order number and contact number as requested. Please promptly reverse the funds from your bank so I can reorder the products. My financial institution requires the transaction to be canceled. Order Number: [redacted]0 Mobile Number: +[redacted]4 Country: Sri Lanka

Hello Otterbox Customer Service, My name is Marilyn White, and approximately a year ago, I bought an Otterbox Defender case for my Samsung Galaxy S8 Plus Active. Recently, my phone, while in its case, was dropped, and I noticed that a piece of the case chipped off upon impact. Unfortunately, the phone screen is now cracked and damaged. I believe that if the Otterbox fails to protect my phone as advertised, the case should be replaced or refunded, and the insurance costs for replacing my phone should also be covered. The primary reason for buying such an expensive case was the assurance of durability, as highlighted in your advertisements.

Hello, I recently bought a white Samsung Galaxy S10 that is in mint condition. I got an Otterbox Alpha Flex screen protector, but it didn't stick to the screen despite applying it to a clean surface. Additionally, I purchased an Otterbox Defender Screenless Edition for the same phone, and it was too rigid to snap together properly. After a few attempts, some clips broke off, making the inner plastic layer useless. My experience with these products has been disappointing. I rely on my phone daily and now have no protection for it. I couldn't find any replacement or warranty claim options for S10 products on your website. I am disappointed with the quality of these products and would appreciate assistance with this matter. Thank you.

I recently experienced an issue with my Samsung Galaxy Note protected by the Defender OtterBox. While getting out of my Pontiac Firebird, my phone fell out of my pocket, hitting the ground despite the case. Unfortunately, the screen cracked and now stays black, rendering the phone unusable. My phone company doesn't cover this and directed me to OtterBox due to a potential defect in the case. I believe OtterBox should replace my phone, as the protection did not meet expectations in a 4.5-inch drop. I hope to discuss this matter further and would appreciate a call back at [redacted]. Thank you and happy 4th of July.

To Whom It May Concern, Hello, I am Bri Martin. In September [redacted], I bought an iPhoneX along with an Otterbox case for its protection. Unfortunately, within a month, the plastic piece covering the Apple logo on the back of my phone came loose, eventually falling off and currently is secured with tape. Additionally, the rubber outer covering frequently peels off around the edges. Despite these issues, I am a fan of iPhones and Otterbox cases. This experience, however, has left me disappointed. Due to residing in a women's recovery home and having a demanding work schedule making me unable to address this matter sooner, I am reaching out now. I only earn $8 an hour, so the Otterbox purchase was significant for me. The store where I bought the case has closed, but I still have the original receipt. Can someone assist me with potential solutions?

I own an iPhone 7 and purchased an Otterbox Symmetry case in Mod About You from Amazon on June 6th, [redacted]. After nearly 2 months of using it, I noticed the rubber part near the volume controls was detaching itself from the case. Whenever I put the case on my phone, the rubber part appeared raised and wouldn't stick properly. It seemed stretched apart, affecting the overall appearance of the case. I resolved the issue by switching to another case, but I miss using the Otterbox. I bought the case with a Visa gift card on Amazon and no longer have the physical card. Any assistance in resolving this matter would be greatly appreciated.

Hello, my stepdaughter accidentally dropped her iPhone 6 Plus while it was protected by the OtterBox Defender case. The impact caused the screen to shatter, particularly in the bottom left corner near the home button, resulting in the phone showing signs of screen failure. As the only damage occurred while using your case, I'm reaching out to inquire if OtterBox could assist in any way with the cost of replacing the damaged device. I don't expect a completely new phone but rather a similar model, the iPhone 6 Plus. Considering my previous positive experience with Fitfort customer service where they contributed $[redacted] towards a similar claim, I'm optimistic that OtterBox could offer a similar gesture. I have photos of the damaged device and case as proof of the situation. Thank you for your time, and I hope to hear from you soon. Best regards, Shashona Steele.

I accidentally left my brand-new 1TB iPad Pro in an Otterbox on the roof of my van and drove off. It fell onto the road without me noticing as I left my building. When I arrived at work and realized it was missing, I panicked. I had my girlfriend retrace my steps and amazingly, she found it in the middle of a busy road. Despite being run over, the iPad only suffered minor warping and the screen wasn't cracked. The Otterbox took the brunt of the damage but protected the iPad completely. I'm impressed by its performance and relieved my device is still working. Unfortunately, I can't attach pictures to this email, but I'd be happy to share them if you're interested.

Incident Number [redacted]5. Hello, I recently faced an issue with my submitted cases photos to the warranty department, and they keep requesting more information. This process involves gathering devices from my family, leaving them unprotected. Despite paying for shipping and sending numerous photos, the supervisor Caleb A. advised me to send photos with my name and the current date. As a long-time customer, I am disappointed with this level of inconvenience. I have always been a loyal supporter of your product, but I am reconsidering due to the treatment I am receiving. I kindly request a phone call from a representative. Thank you, Michael E. [redacted]

Hello, my name is John Allen. I have been a loyal Otterbox customer for around seven years. Recently, I've observed a decline in the quality of the Otterbox Defender Pro case I purchased for my iPhone XR compared to previous models. The plastic inner case has broken twice within less than a year of purchasing the phone in December [redacted]. The case has protected my phone well, but the inner plastic cover cracked near the corners and charging area. Despite replacing it twice, I'm concerned about the repeated failures and the cost of replacing the $45 case. I'm now on my third Defender case this year (November [redacted]) and hope it lasts longer than the previous ones. I wonder if there have been similar complaints about a possible material defect. Thank you for your attention. John Allen

I purchased an Otterbox phone case less than a year ago for my new iPhone. Despite some previous drops, the case held up well until my recent incident. While walking downstairs, my phone slipped and fell on the tile floor from the second to last step. To my surprise, the phone screen and glass protector shattered, rendering the phone unusable. I am disappointed as I trusted the case to protect my phone. Now, I have lost valuable data and cannot afford a replacement iPhone. I am seeking some form of compensation for the damage.

Hello, I purchased an OtterBox case for my iPhone X in September. Unfortunately, one of the side buttons has fallen off, making it difficult to use my phone. I always keep my phone in a safe place and haven't exposed it to any extreme conditions that would cause this issue. The case has never been removed, so I'm surprised by the button falling off. Can you assist me with this problem? Thank you.

Hello, I ordered a Samsung Galaxy Folio case from your website. I'm reaching out because the estimated delivery date was today, but it hasn't arrived. Upon tracking the package, I see it's now scheduled for the 30th of December. This case is a Christmas present due in 2 days, so I'm concerned. Could you please check on the whereabouts of my order?

On December 11th, I contacted you regarding an issue with a case I ordered, noticing signs of use and fine scratches in various directions. Your response on December 12th referenced Incident No. [redacted]5, indicating a replacement would be arranged with your international team. Despite following up via email on December 16th and 21st, I have not received any further communication. I am seeking clarification on whether the replacement will be processed or if a resolution plan is in place.

Hello, I bought my Samsung S8 a year and a half ago and then purchased an Otterbox cell phone cover. In the first week, with a minor impact on the ground, my phone cracked at the back. Over time, this week, my cover completely split in two. I paid $70 for this cover, which the seller claimed was shockproof and scratch-resistant. My phone is now ruined, with serious damage (especially at the back), and the side button that opens and closes the phone and takes screenshots is also damaged. I believe this may be a manufacturing defect. I would like to be compensated for this as I am not wealthy and decided to invest $70 in a supposedly high-quality case. Very unfortunate situation. Hoping to hear from you soon. Sandy H.