Business Profile

Cell Phone Equipment

Otter Products

Headquarters

Complaints

This profile includes complaints for Otter Products's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

152 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the Otterbox website, I submitted a warranty replacement, which has $0 cost. There is only a charge for shipping. On the site, there were several shipping options. The least expensive option was shown as $4.99 (SEE PICTURE 1) ..I chose that option. Later on the order summary, the shipping was shown as $9.99 with a shipping discount of $4.99, which equals $5 (PICTURE 2). I figured that was just a ONE PENNY boo-boo on someone's part. As well, the total amount to be charged was shown as $9.99, which I also took to be a boo-boo because the shipping was stated as $4.99. After ordering the warranty repl, I received an email which showed the shipping as $14.98 and a discount of $4.99, for a total of $9.99 for shipping (PICTURE 3).

I called Otterbox, and spoke to 2 people (Lucinda was the manager who I spoke to second) who assured me that this was NOT a bug in the website, but is the way that they do business. I told them that once they offered shipping for $4.99, they had to honor that. They denied me the refund of $5.

I told them that I was not doing this just to get my $5 back, but to let them know that their website had a bug in it which they should fix. They denied that this was a bug, they stated it was the way they did business, and that it was NOT going to be changed.

Yes, I know this is a SMALL dollar amount, but Otterbox should not charge people $5 more than they expect, just because they figure no one will complain.
Business Response
Date: 04/20/2023
Hello,
In the screenshot provided, we see that there is a warranty shipping and handling charge of $9.99. The shipping and handling charge that you see on the left hand side is for $4.99. However, that is included with the warranty shipping and handling. That is why you also see the discount for $4.99 on the right hand side. Our warranty fee for shipping and handling is $9.99 with any local taxes. We are unable to refund any amount on this order due to you being correctly charged for your warranty.

-OtterBox
Initial Complaint
Date:04/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have ordered a replacement case protector for my phone ( ****** *** ***** ** Case
Defender Series Pro) under warranty. I ordered it on 2/18/2023. They haven't ship the product yet and they just keep on changing the delivery date on the product. When I initially ordered it. It says that it will be delivered 3/3 - 3/11/2023. I check the 4/6/2023 and delivery change to 3/13 -3/21/ 2023. Now I checked it again and the delivery is now 4/19 - 4/27/2023. I have been waiting for item for almost 2 months now. Clearly the product is still available and I don't know why it taking them too long to ship the item.
Business Response
Date: 04/13/2023
Hello,
According to our records we have requested for additional information regarding your warranty claim. As such, you only had 30 days to complete your warranty claim. Since we have not received any additional information, we cannot fulfil your warranty claim. You may submit a new warranty claim via our website or by calling us during our normal business hours.

-OtterBox
Customer Answer
Date: 04/13/2023
Complaint: ********

I am rejecting this response because I didn't receive any email whatsoever about sending additional information about the warranty claim.

Regards,

******* *****
Business Response
Date: 04/14/2023
Hello,
According to our records, the warranty order was placed under a different email. As the date, address, and name match the warranty claim you submitted, we can verify that you placed the order under a different email. As per the warranty statement included with every OtterBox product, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection. Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim." Since we did not receive the required information for the fulfilment of your warranty claim, the warranty claim was canceled. You may submit a new warranty claim on our website or by calling customer service.

-OtterBox
Customer Answer
Date: 04/14/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

******* *****
Initial Complaint
Date:03/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Otterbox want me to send in my case res for Phone ** and phone ** **** *** so they could look at them and warranty them and now they r say they can’t find them and I got proof that say they received them and all I want is them replaced and I will got on my way I sent back a defender xt pro case for Phone ** and some defenders case fit the Phone ** **** *** and one Symmetry Series Solo: A Star Wars Story Collection
for the Phone ** **** *** and all together I payed about 200 for them all all I want is them replaced and will go on my way please
Business Response
Date: 03/28/2023
Hello,
The department that handles these claims is working on your claim. You will be updated via email regarding any new information we may ask.
-OtterBox
Initial Complaint
Date:03/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company has ignored 4 separate attempts to have them replace my case. It was 100% their error as I tried to pay the warranty replacement fee and kept getting a tax error response and my purchase could not be completed. I have ALWAYS been an avid OtterBox user including my screen protectors. I am very upset and thinking of switching to another company. It's a pixel 7 Microbial clear case with star dust/sparkles. The sides came loose and no longer held the phone tightly. This is very unprofessional to outright ignore a customer.
Business Response
Date: 03/24/2023
Hello,
We have went ahead and processed your warranty claim. As an exception to our warranty policy, we have decided to waive the shipping and handling fee associated with all warranty claims. Please note to hold onto your product(s) in case we ask for additional information to validate your warranty claim.

-OtterBox
Customer Answer
Date: 03/24/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

*** *****
Customer Answer
Date: 03/30/2023
03/30/2023
I have already been through this matter and the company assured me they would replace my case at their own expense. There has been zero update, zero tracking information and no case. I am concerned the company said what was needed to close the case. They refuse to answer all enquiries about the tracking status of the replacement. I feel they were deceitful in their promise to provide a replacement. Why else are enquiries being ignored and zero tracking information provided.

Desired Outcome:
Replacement; Contact by the business
Business Response
Date: 04/14/2023
Hello,
According to our tracking information via *****, (tracking number ************) it appears your package was delivered on 3/27/23.

-OtterBox
Initial Complaint
Date:03/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Otterbox provides warranties for their products; in this instance, their website is showing 4.99 for standing shipping along with some additional prices for other shipping, yet in the total area, it wants to charge me 9.99 for shipping. I called and told them that it was clearly showing that it should be charging me 4.99 instead of 9.99 and they said it was a problem with their system and they couldn't do anything about it. I told them they should honor the price of 4.99 since that it was it was quoting me and that i even had a screen shot to provide that it was 4.99, not 9.99 as they insisted. I spoke to a manager, and he also refused to do anything about it. I think they should honor the price that their system is showing and if they have defects in their code where the pricing is coming up incorrect, that is their problem, and they need to fix it but honor the 4.99 that is showing on my end. I am also including the information on the product:
****** *** Screen Protector
Alpha Flex Blue Light Guard
SKU: ********
I just think it's terrible customer service when you don't honor the pricing that is shown on the website. Even supermarkets honor an incorrect price that is shown on the label and i think they should as well. it's not the amount but a matter of principle and good customer service. it's not like they offer super cheap products. I would appreciate your help with getting this resolved.
******* ******
Business Response
Date: 03/23/2023
Hello,
In the screenshot provided, we see that there is a warranty shipping and handling charge of $9.99. The shipping and handling charge that you see on the left hand side is for $4.99. However, that is included with the warranty shipping and handling. That is why you also see the discount for $4.99 on the right hand side. Our warranty fee for shipping and handling is $9.99 with any local taxes. We are unable to refund any amount on this order due to you being correctly charged for your warranty.

-OtterBox
Customer Answer
Date: 03/23/2023
Complaint: ********

I am rejecting this response because: this is exactly the same thing they said on the phone except they said that the standard pricing is the price where is shows 4.99, not 9.99. Their system is wrong and they keep trying to justify the wrong data. What a terrible company and just as terrible customer service. This is the last time i buy Otterbox.

Regards,

******* ******
Business Response
Date: 03/24/2023
Hello,
In the included screenshot it does state that the warranty shipping and handling is $9.99. According to our warranty policy, "Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim." The price reflected on the left hand side in the screenshot showcases a shipping charge of $4.99. In your cart that price is deducted from the final price so the total will come to $9.99 plus any tax your city, county, and state may require. The pirce in the screenshot of $10.71 is the final charge for the warranty. We are unable to provide any refund on this warranty order due to the price being correct in your cart.

-OtterBox
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a warranty claim month ago with us and emailed from ********************** about it multiple times and u won’t slow me to calls about I don’t no what to do about warranty I filed with about OtterBox defender xt for my Phone ** and I am get sick and tired of reaching out to us in email seeing blocked from calling u and y blocked from being able call you I don’t no so if u could get back me about that would great or I will file with the attorney general’s office and if that don’t work my lawyer seeing I am not play and filed my claim here’s nothing about in month and I emailed us about my times and found out blocked me from calling u y I don’t no and don’t think I ever my shipping and handling back from so I should have pay it so get my OtterBox defender xt for my Phone **
Customer Answer
Date: 03/13/2023
It all has to do a few that stuff and want refile it with them please sent it to them thank u
Business Response
Date: 03/14/2023
Hello,

As per your previous request through the Better Business Bureau "We have reviewed your call history and have determined we can no longer assist you via phone. We do not tolerate abusive language nor harassment on any level and reserve the right to refuse service. We have determined you were abusive and harassing both our agents and our managers and have decided to block your phone number and your wife's phone number as you have contacted us from both numbers. Our records also indicate that you have sent in your products for warranty review. As we have the products, we determined you had the Defender Series case, not the Defender XT case." Please note, if you wish to pursue legal action we cannot assist you further. You will need your Legal Representative to contact our Legal team moving forward.

-OtterBox
Customer Answer
Date: 03/14/2023
****** ****** I was told by us to send my cases in to be looked at by us so can warranty then so if u can please take care that for would be very great full. And will thanks us slot if could please see I do have a defender xt for my Phone ** u will see it in my package I am send us as today
Business Response
Date: 03/17/2023
Hello,
We may ask you to send in your product(s) to fulfil a warranty claim. Once we have received your product(s) and have inspected the product(s), we will then send you the warranty replacement for the product(s) that we have received. During this process, we cannot send out any product(s) until we validate your warranty claim.

-OtterBox
Customer Answer
Date: 03/17/2023
Complaint: ********

I am rejecting this response because:

Regards,

****** ****** I all ready mailed my cases out to us and tracking says it been delivered to us and emailed us guys the tracking and a the stuff show it been delivered to us in email like 4 mins ago so on on 3/17/23 at 615 pm eastern standard time I emailed us all that stuff and earlier this week I send the cases back to u throw usps
Business Response
Date: 03/23/2023
Hello,
According to our warranty policy, "We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection." Once we have received the product for inspection, we will mail you your case. Until then, we still are awaiting your product(s) for warranty and cannot fulfil the order until we receive the product for inspection to validate your warranty claim. Our records show that you have been through this process before and our policy has not changed since.

-OtterBox
Customer Answer
Date: 03/23/2023
I am rejecting this response because:

Regards,

****** ****** I am getting my lawyer and the attorney general’s office to deal with it it company’s I’d trash
Initial Complaint
Date:03/10/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a GLASS SERIES screen protector for my Phone ** *** on January 21st, 2023 for the price of $29.99. The product did not adhere well to the my phone. Since they have a guarantee, I attempted to submit a request for replacement on there website, however they only have obsolete products listed there that you claim warranty for; they deliberately omit new products so that you cannot file a claim. They do not provide an email resource, and their customer service is 8-5 M-F when everyone else is working. I even tried reaching out on ******** ********* and they were very unhelpful. I finally made time during my working day to call their customer service line (on 3/10/23) and they had a message saying they are "temporarily" unavailable. They sold me a faulty product that includes a guarantee, and they will not honor it.
Business Response
Date: 03/14/2023
Hello,
We were experiencing technical difficulties when you originally called on Friday March 10th. As such we have resolved those issues and do request that you call in during our normal business hours to further assist you. In order to process a warranty claim, you must contact Customer Service at 1************* (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at otterbox.com/en-us/warranty-begin. Please note according to policy we ask that you hold onto your products in case we require photos or those products to be sent in directly and we do reserve the right to collect any shipping and handling charges associated with any warranty order.

-OtterBox
Customer Answer
Date: 03/23/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
Date:03/06/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So, I purchased a phone cover and glass protector from the company, the payment was done successfully but I never recieved the order details in my email, nor did the product ever arrive, I complained to them about it, they asked me for information about my order, I gave them all the info they asked and they never got back to me. 2 months later I reminded them of the situation and im still getting ignored, missing my money and my phone cover+glass protector. The ticket I opened was labeled as :"Case #********"
Business Response
Date: 03/06/2023
Hello,

In order to proceed with a warranty order for our European customers, we do ask that you provide an original order number directly through Otterbox. We do not have a record of your original order number to proceed with a warranty claim. You must return to the place of purchase to proceed with a warranty claim. As we cannot verify there is an original order number, we do ask that you either reach out to the original place of purchase for a warranty replacement. This is our policy for all European, Middle Eastern, and African customers.

-OtterBox
Customer Answer
Date: 03/06/2023
Complaint: ********
I am rejecting this response because:
You're basically telling me that you can just not mail people their order numbers and then there's nothing they can do?
I have all the information, including payment confirmation from my bank, except the order number (because it was never given to me)
There surely should be a way where i dont just get kicked in the *** and otterbox laughs in my face with my 35 bucks.
Regards,
********* ********
Business Response
Date: 03/07/2023
Hello,

For further assistance, we need you to contact the OtterBox Support team in Europe. As we cannot help you via the BBB line. According to the Better Business Bureau Privacy Policy, "BBB provides its nonprofit services to businesses and consumers in North America and does not market to EU or EEA businesses or individuals."

-OtterBox
Initial Complaint
Date:02/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Horrible I’ve had always had otterbox for my phones and the last one lasted I swear almost 4 years must have fell almost everyday and not one crack I swear struck me dead well of course upgraded to a new phone and got a new 14 pro max and first day I got the phone I waited till my case came in so I didn’t even hold the hold or open the box until I new it was safe case comes in and I put it in fast quick like the other one I had I was happy until it fell from the coach and freaking cracked I was so madddddd not even 5 hours on the phone maybe minutes and it cracks wth literally saids defender and protected on the box and it didn’t do either that’s like ordering the sea monkeys in the back of the magazine ad and get sand please explain better than telling depends how it fall tested 6 or 10 drops it saids on the box drops from where how high because it’s bs it’s robbery what you guys are doing be real and be like look we have a case not gonna defend or protect it just for looks but to say it on the box is why that macaroni company got sued for saying in 2 minutes when it takes more than 5 min please help me this is bs what is the what did I buy for looks than take the boxes that say what it saids off the shelf
Business Response
Date: 02/21/2023
Hello,

In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty legal information: IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT OTTER HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE), THE ENTIRE AGGREGATE LIABILITY OF OTTER AND ANY OF ITS DISTRIBUTORS AND/OR SUPPLIERS WILL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY CUSTOMER FOR ANY PRODUCT GIVING RISE TO LIABILITY. SOME STATES, PROVINCES, COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO CUSTOMER. THE LIMITATIONS OF LIABILITY SET FORTH ABOVE WILL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW.

We cannot provide a repair nor a replacement for your device.

-OtterBox
Initial Complaint
Date:02/14/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the otterbox defender for ******* ****** **** In March 2021. I've had a few occasions where I've dropped the phone on accident and the hard plastic shell does not keep the phone secure. I thought maybe that was just common with these newer OtterBox cases that used to come standard with a built in screen protector, but of course you now are required to buy the screen protector separate. If they still made OtterBox defender cases like the one I had for my ****** ** and ** with built in screen protectors my $1,200 ******* ****** *** **** would still be operational because it would not have came free from the hard plastic shell.
My biggest complaint though is the rude agent at OtterBox customer support who insisted the only remedy for my defective case is a new ****** **** case..but what good is that when the phone is broken for good. They falsely and deceptively make it appear on the packaging that our phones are safe from drops in the "rugged protection of the defender series".
Since they won't repair my phone I asked if I could get a refund since a **** case is of no use to me now that my phone is destroyed I asked I I could get a refund or a case for my ****** *** ***** I ordered last night after breaking my ****, I was told "NO, THE ONLY OPTION IS I SEND YOU A NEW **** DEFENDER case".

I really trusted this company based on how my ** and ** never broke thanks to OtterBox defender with built in screen protector. But after the way I was talked to by the unhelpful agent and the fact the packaging was false and deceptive by saying "drop protection" As well as "multi layer protection". If the case had done the advertised job and defended my phone and had been able to secure it in the inner hard plastic shell I wouldn't need a new phone. I thought I would give OtterBox a chance to solve my problem before contacting ** ******** ******* **** ***** to file a complaint about the misleading packaging and bad craftsmanship of this particular **** case
Business Response
Date: 02/15/2023
Hello,
If you wish to contact your lawyer, Customer Service will no longer be able to assist you. Your Lawyer should have a point of contact to communicate with our legal team. We cannot proceed with a resolution if you wish to pursue a lawsuit.
-OtterBox
Customer Answer
Date: 02/16/2023
Complaint: ********

I am rejecting this response because:
I did not say I was contacting my attorney, I was saying I was giving otterbox an opportunity to make this problem right. The customer service representative I spoke with on 2-14-2023 at 3:41 PM EST was rude, would repeat the same thing over and over like I was stupid. I told him about reading on : ************************************************************************************ that otterbox defender customers would get their phones repaired by otterbox if it was broken while in the case. He asked me to give him a minute and put me on hold to "check something" & when he came back he said once again "the only thing I can do to help you is send you a new ****** **** otterbox defender case".
What good is a new otterbox defender case for my ******* ****** **** when it is damaged to the point its unusable because the Original Otterbox Defender case didn't do its job and my screen broke when it slipped out of the Belt clip and landed flat on my porch??
I told him if otterbox wouldn't fix my phone then I would be satisfied with a ******* ****** *** ***** case or a refund. It is going to cost $400+ for a new AMOLED display and installation cost so I ordered a brand new phone and started service with a new carrier.
The packaging, website, Product reviews all made me believe my $1200 ****** *** was safe In a Otterbox Defender case. I believed it my because my ****** ** and ** were both in otterbox defender cases and they never got broken or damaged in anyway. But the difference in Otterbox defender cases for ******* **** & the faulty ****** **** case is they stopped making cases with built in screen protectors at some point between when ******* released the ** and 20 series. I'm guessing this was a business decision industry wide to stop manufacturing cases with built in Screen Protectors so customers would have to purchase a case and protector separate. That's a smart idea from the businesses perspective but a major problem for customers since the phones are no longer enclosed on all 4 sides and that's why my ****** **** is now destroyed thanks to it slipped out of the Otterbox Defender Hard shell holder when it made contact with a flat surface.
I've read Customer reviews and otterbox customer service is given 1.8 out of 5 stars by thousands of customers. That really makes me sad because I now feel like Otterbox won't offer a resolution to solve my problem since the customer service representatives are so rude and don't seem to care.
I just want a helpful and useful resolution for my problem besides a new ******* ****** *** otterbox defender case. I know repairing the phone is going to be really expensive, so I am willing to settle for a Life Proof or Defender case for my ******* ****** *** ***** or a refund of the amount i paid on ****** for my defective Otterbox Defender.
also I already contacted ****** like Otterbox customer service recommended on 2-14-2023 & they said since its been over 90 days since I purchased the Otterbox Defender they can't help with a refund.
please help me out here and do the right thing. Until this week I thought otterbox was the greatest phone protective case company in the world but after this experience with the rude agent and seeing the thousands of bad reviews for otterbox I'm not so sure they care about their customers at all
Regards,
***** *******
Business Response
Date: 02/21/2023
Hello,

In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty legal information: "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT OTTER HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE), THE ENTIRE AGGREGATE LIABILITY OF OTTER AND ANY OF ITS DISTRIBUTORS AND/OR SUPPLIERS WILL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY CUSTOMER FOR ANY PRODUCT GIVING RISE TO LIABILITY. SOME STATES, PROVINCES, COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO CUSTOMER. THE LIMITATIONS OF LIABILITY SET FORTH ABOVE WILL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW."

As for the case upgrade. Our warranty policy is strictly a case for case, color for color, device specific warranty. We cannot upgrade the case from your previous device to a new device as you have requested.

-OtterBox
Customer Answer
Date: 02/21/2023
Complaint: ********

I am rejecting this response because: based on my experience with Otterbox Customer service and the reviews for Otterbox Customer service i expected a response like this. It obvious they don't care about their customers, if they don't believe that their faulty Otterbox Defender failed to protect my ******* ****** *** **** I'd be more than happy to ship them the Phone and the case for them to see it for themselves. Upon receiving my ****** *** ***** and $20 waterproof case I bought on ****** i compared it to the broken **** in the Otterbox Defender and see now that the lip wasn't tall enough on the Defender so when It fell it flat it never stood a chance. I don't think they have any intention on resolving my issue so I don't know why they even agree to deal with the BBB when it's clear they don't care what people think about the company or their products

Regards,

***** *******

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