Complaints

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

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  Otter Products

  209 S Meldrum St Fort Collins, CO 80521-2603

  
• 

  Otter Shop

  151 W Mountain Ave Fort Collins, CO 80524-2822

  
• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  
• 

  Lifeproof Cases

  650 Missouri Avenue Jeffesonville, IN 47130

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:12/18/2023

  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.

  On June 2, 2021, I purchased a phone case, Defender Pro for Pixel 5 though Best Buy, an authorized retailer of Otterbox products, for $***** plus tax. The warranty contract from OtterBox states that the duration of the warranty is 7 years from date of purchase. The case has recently started falling apart. In July 2023, I attempted to file an online warranty claim and was unable to select the device model I have ******* Pixel 5) if I search by device.----I reached out to support via email, as the company does not seem to provide any phone support. I was told that cases for the device was discontinued. And the best they could offer was 15% off for a different model phone case that would not be compatible.----This is an unreasonable offer for the following reasons:----1. OtterBox still sells this exact same case that they claim is out of stock from its official Amazon.com store, and it has been in stock for months with more than 100 units currently available. If it's in stock for new orders it should be in stock for warranty replacements.*****. They still claim that they have cases in stock for every available model in the previous generation's lineup, the Pixel 4 series, which is about a year older.----3. OtterBox knew they had a warranty contract to be honored for 7 years, and at this point it's not even a 3-year-old phone. Which is well under the average time (3.6 years) between when people upgrade phones. Any manufacturing issues which caused a shortage of cases is on them.----Due to damage to my case which is covered under the warranty, I am asking OtterBox to honor their commitment and either:----1. Issue a refund ***** for the original purchase price in the form of cash or Store Credit for either Best Buy or OtterBox.com.----OR *****. Provide a replacement Pixel 5 Defender case, either from OtterBox directly or the official OtterBox.com store.

  

  Business Response

  Date: 12/21/2023

  Hello, 
  
  We cannot guarantee your product for replacement. Under our Sole and Exclusive Remedy section in our Warranty statement, "Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement. Any discontinued product still under its applicable warranty that cannot be replaced with an identical product will be replaced with the equivalent model based on availability." Since we do not have any equivalent model available for replacement, we cannot guarantee your product for replacement as all cases for your device are discontinued.
  
  - OtterBox

  Customer Answer

  Date: 12/24/2023

  Complaint: 21021024
  

  Thanks for the response. However, I am rejecting this response because there were a few points in my original message that you did not address.
  
  You stated that the case is discontinued and no longer available, but that is not true because as you can see from the Amazon page, it is still being sold DIRECTLY from ******************. This is not a third party seller. Please see the screenshot and link I am sending.
  
  Link: ********************************************
  
  The quote from the warranty statement that you sent indicates you will make every effort to replace discontinued products cannot guarantee their availability. Since the same identical product is available for purchase, you should be able to replace it.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 12/28/2023

  Hello,

  We are unable to process warranty claims through Amazon. This is because Amazon has already purchased these cases from Otter Products and are not available for warranty. Otter Products no longer has any available inventory for this device and we can no longer warranty your product.
  
  -OtterBox

  Customer Answer

  Date: 12/28/2023

  Complaint: 21021024
  
  Unfortunately I will have to mark this as unsatisfied. OtterBox grossly mismanaged their inventory to the extent that they ran out of and are unable to fulfill warranty ************ for products less than 50% of the way through their total advertised warranty term. Additionally, they insist on making this the "customer's problem" by not offering an acceptable alternative of either a full refund in the form of store credit, or another compatible case of equal value.

  The company knowingly and willingly creates warranty agreements that they know they cannot keep, and should be further investigated for this business practice.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/18/2023

  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 an item from the company on 11/21. It appear lost in transit. The company told me via email on 11/29/23 to reply via email if I did not receive the item on 12/1. The item did not arrive on 12/1. I responded as instructed and asked for a refund only to be told on 12/3 that a refund would not be provided.

  

  Business Response

  Date: 12/21/2023

  Hello,

  According to our records, we have processed a refund for your order 0622090605 on 12/15/2023. This is the credit refund number ********** for the amount of $107.79.
  
  - OtterBox

  Customer Answer

  Date: 12/21/2023

  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:12/14/2023

  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 bought a cellphone case that came with a warranty from OtterBox. It was expensive, $54 and I only spent that much because of the warranty. Ive had OtterBox cases for all my phones since 2011 and have utilized their warranty before without incident. The rubber shell of the case started to disintegrate after less than a year and became unusable completely. In November 23, 2023 I filed for the warranty replacement online. The website indicated that the color case I had was out of stock and to pick another color. Below is the receipt (I chose black) I did not receive a case, called and was told it was because a glitch in the system over the shade of purple that was out of stock and they would send me another shade of purple and I would get it by December 7. I received nothing and called againtwice. Four reps, and over 6 hours on the phone, I finally spoke to a manager named ******* who was adamant that even though I had been without this case that is 5 times more expensive than an average case for a month and I had already paid $9.99 for shipping and handling, the company WOULD NOT fulfill their warranty obligation until they stocked the exact shade of purple of my existing case as per their policy. ******* had no idea if or when that would happen. Meanwhile, I am still out a $54 case because OtterBox could not fulfill their own warranty in a timely manner. I had to buy another case from a different manufacturer. I feel this is a scam to avoid giving customers the warranty they paid for. I want all my money back.

  

  Business Response

  Date: 12/15/2023

  Hello,

  I see that you placed a warranty and our ****************************** has requested photos of your case with Hand written information in the photos with the case per the email that was sent out to you. Some photos were submitted but not with the hand written information. We cannot move forward with your warranty without the proper photos that were requested and for any exceptions needed, you will need to communicate that with the warranty compliance team through the email they sent to you. 

  ~OtterBox

  Customer Answer

  Date: 12/20/2023

  Complaint: 21002821
  
  I am rejecting this response because:  I did submit the photos TWICE they were approved by a manager and this complaint has nothing to do with what I did.  *******, your manager cancelled my order 4 times because of OtterBoxs inability to honor a warranty.  The picture timestamped is attached.  Refund my money. 

  Regards,
  ***************************

  from:'***************************' via Dispute Resolution <*****************************************>
  reply-to:*************************** <***********************>
  to:*****************************************
  date:Dec 20, 2023, 2:34?PM
  subject:6110071823FCF

  6110071823FCF
  
  Hello.  The page I filled out requesting a response didnt click through when I pressed proceed because my signal is low but I got a message that the response was received. 
  
  Just in case, I reject OtterBoxs response because it is a lie.  I submitted photos and was approved.  I submitted the receipt proving that with my original complaint to BBB so their response is further proof that theyre just saying anything to not have to honor their warranty. I attached the photo they said I didnt send timestamped the day I took it.  
  
  This is what I wrote in case it didnt send.
  
  image0.png
  
  I am rejecting this response because:  I did submit the photos TWICE they were approved by a manager and this complaint has nothing to do with what I did.  *******, your manager cancelled my order 4 times because of OtterBoxs inability to honor a warranty.  The picture timestamped is.  Refund my money. 
  

   

  

  Business Response

  Date: 12/21/2023

  Hello, 
  
  According to our records, your warranty order has shipped. We are unable to provide any refund as we are fulfilling our warranty. 
  
  -OtterBox

• Initial Complaint

  Date:12/11/2023

  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.

  Ordered an ipad case on 11/30/2023. It was unable to be shipped to my home address even though ***************** Amazon can all deliver here. It was delivered to an alternate address. The case arrived damaged. The front is completely scuffed up and the case cover does not cover the entire screen of my iPad. I filled a warranty claim on 12/8/2023. The employee apologized and offered to send me a case free of charge and told me it could indeed be shipped to my home address. I checked my email an hour later and noticed they had put in the wrong address so I contacted customer service again and they told me it was my fault for the incorrect address. I dont want a warranty replacement at this point. I want a refund. I will never purchase from otterbox ever again. This is not how you treat customers.

  

  Business Response

  Date: 12/11/2023

  Hello.

  Thank you for inquiring about a refund for order number 16158672. I see that a return was started on 12/8/23 on case 09534895. Please follow the instructions emailed to you for the return and OtterBox will be happy to move forward with the return/refund. 

  ~OtterBox

  Customer Answer

  Date: 12/11/2023

  Complaint: 20981324
  
  I am rejecting this response because:

  customer service advised that claiming under warranty was my best option, so returning wasnt needed. However, they can not get the correct address and have not confirmed shipment to the correct address. 
  Regards,
  
  *********************

  

  Business Response

  Date: 12/21/2023

  Hello,

  In order to proceed with a refund, we do require you to send in your product(s) to Otter so we can provide a refund for you. We have emailed you a return label that covers the cost of return shipping. For further assistance, you will need to reach out to **************** during our normal business hours. 
  
  - OtterBox

• Initial Complaint

  Date:12/05/2023

  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 ordered a waterproof phone case from Otterbox and, when it arrived, I tested it as recommended and it was not waterproof at all. When I contacted Otterbox customer service, they told me I could return it but I was responsible for the shipping charges. If I was processing their warranty or experiencing buyers remorse I would understand. However, this product was defective on arrival and it is their responsibility to fix the issue as I paid over $130 for what amounted to nothing but trash.. I am severely disgusted with their product and the service I have received.

  

  Business Response

  Date: 12/07/2023

  Hello,

  Due to international regulations, we cannot provide a shipping label to proceed with a return or refund. If you wish to proceed with a return/refund, you would need to ship back the product(s) to the address provided for you through any courier provider you wish. If you wish to proceed with a warranty, you must contact **************** during our normal business hours 8 AM - 5 PM MST. 

  -OtterBox

  Customer Answer

  Date: 12/07/2023

  Complaint: 20962422
  
  I am rejecting this response because: this is not a warranty exchange or a simple return. This is about me being sold a product that was defective and misrepresented. I do not accept your response as a valid answer. If you do not the ability to ship internationally then you should not sell internationally and putting that back on your customers is disgusting.

  As far as I am concerned, this is not even really a return request because I never received what I ordered in the first place. I consider this fraud on behalf of Otter Products and will proceed accordingly.

  Regards,
  
  *************************

  

  Business Response

  Date: 12/07/2023

  Hello,
  
  Per your previous complaint, you stated you did water testing on your FRE Series Case. However, per your current complaint, you have stated you did not receive the product(s) from your order. Due to this inconsistency, we are unable to assist you regarding a refund. We ask you to return your product(s) before we can process a refund per our return policy as you have previously stated you do have the product(s) in your possession and you have used said product(s). For further assistance, you must contact **************** during our normal business hours. 
  
  -OtterBox

  Customer Answer

  Date: 12/07/2023

  Complaint: 20962422
  
  I am rejecting this response because: I was quite clear in what I said and I do not appreciate you playing games.

  I ordered a waterproof, MagSafe Fre case for iPhone 15 Pro and received a leaky case which, by the way, is also hardly magnetic and does not stick to anything but the waterproofing was my main concern.

  Otter Products has not fulfilled my order by sending me this garbage. So I repeat, I did not get what Otter Products offered in the first place, therefore, I consider this fraud and demand a refund.

  
  Regards,
  
  *************************

  

  Business Response

  Date: 12/11/2023

  Hello,

  If you want a refund for the product purchased you will need to return the item per the email which includes the shipping cost that you will need to provide with mailing the item back. This is all in the instructions that were sent out for the return.  If you want a replacement for the item due to the water test failing, please contact our Customer Support Monday - Friday: 6am - 5pm MT Saturday & Sunday: 10am - 11:45am MT and 1pm - 3pm MT or Call ************** Monday - Friday: 8am - 5pm MT. They can assist you with the replacement at that time. 

  ~OtterBox

  Customer Answer

  Date: 12/12/2023

  Complaint: 20962422
  
  I am rejecting this response because: I have been quite clear that I will not pay for return shipping of a defective and low-quality item. Otter Products did not fulfill the order I made and is responsible for doing so. Not fulfilling our service agreement is fraud and I have reported it as such to my financial institution for full investigation and am also taking it to the BC consumer protection branch for their consideration.

  I am thoroughly disgusted with the complete lack of ownership Otter Products is taking over its products and this lowbrow, caveman style of customer service it has attempted to provide. I will continue to post my review on every consumer review site online to warn other people not to invest in this company.

  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/20/2023

  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 have an Otterbox Defender case for Galaxy S10+. Purchased approximately 2 years ago, at the time was told lifetime warranty, now website says 7 year warranty. Both rubber and plastic parts cracked. In warranty section of their website, no S10+ shown. Called, on hold 45 minutes, was told they don't currently make cases for S10+, so will not warranty. Told me I could go on Amazon and buy a new one, they are still available there, but they won't cover the cost. I know it is available online because I bought a similar one for my wife 3 months ago, new. They will offer me a small discount off a future purchase for a different phone case instead of honoring their warranty for the one I purchased, 2 years ago. The warranty will not even be good on the one I purchased 3 months ago for the identical model. I paid about $45 for this premium case, and am quite pleased with the way they work, but absolutely disgusted about their not properly supporting their warranty. I would like them to send me a warranty replacement, per their policy. If they don't have one in their current production, pull one back from their distribution network that is still offering them for sale online!

  

  Business Response

  Date: 11/22/2023

  Hello,
  
  We cannot guarantee your product for replacement. Under our Sole and Exclusive Remedy section in our Warranty statement, "Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement. Any discontinued product still under its applicable warranty that cannot be replaced with an identical product will be replaced with the equivalent model based on availability." Since we do not have any equivalent model available for replacement, we cannot guarantee your product for replacement as all cases for your device are discontinued.
  
  -OtterBox

  Customer Answer

  Date: 11/22/2023

  Complaint: 20896071
  
  I am rejecting this response because:

  The item is still available for retail purchase in the retail distribution channel.  You have offered a disingenuous warranty, where retail partners are still selling the item and offering a 7 year warranty, but you don't hold any back stock to cover that warranty, either for previously sold items or the item currently being still offered for sale.  

  I would categorize this as warranty fraud, where you are offering a warranty, but are taking actions to make sure that you don't have to act on that warranty, and putting in weasel/lawyer wording in the warranty to cover you and leave the consumer that purchases your item without recourse.  

  You have a ready remedy available for not continuing to produce this item; since the item is still available retail, recall or purchase the item from your distributors to cover the warranty needs.  Or offer a refund of the current retail price of the item so that I can purchase the replacement through the normal retail channel, where it is available for $32.95 at this time.  Here's a current link:  ************************************************************************************

  
  Regards,
  
  *************************

  Customer Answer

  Date: 11/22/2023

  In their response they quote their warranty (in part here) "Otter will make every effort to replace discontinued products". 

  They aren't even making a easy effort of simply pulling one back or purchasing one currently offered for sale in the retail channels, to honor the warranty.  They are simply saying they don't make it anymore.  

  The item is readily available; I can purchase and receive one within 3 days.  I don't think that this is making "every effort".

  Not holding inventory to cover multi-year warranties, and continuing to offer the item for sale with the warranty is FRAUD.

   

  

  Business Response

  Date: 11/24/2023

  Hello,

  We cannot fulfil your warranty for your products due to discontinuation. Nor can we reimburse or purchase the products from a reseller or distributor of Otter Products. This falls outside of our warranty policy. Our resellers and distributors are not responsible for the fulfillment of your warranty as the product is theirs to redistribute or to sell. 

  - OtterBox

  Customer Answer

  Date: 11/27/2023

  Complaint: 20896071
  
  I am rejecting this response because:

  Manufacturer is refusing to honor warranty, while at the same time still offering the product for sale, with warranty, at retailers.  This is warranty fraud, as it clearly shows they do not honor the warranty intent, and do not make "every effort" as stated in the warranty.  They haven't even made an effort to hold warranty stock for items still being sold at retail with the warranty.

  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/20/2023

  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 submitted a warranty claim for my Otterbox Pixel 6 Pro Defender Series phone case 7/23/23. I was charged for shipping as per warranty terms and it showed estimated delivery date in August 2023. Every time the estimated delivery date approaches, my delivery date is extended. It is now estimated 11/22 to 11/27. I do not believe Otterbox intends to honor their warranty agreement. It has been 4 months now that I have not had a properly functioning case. My phone has since had the screen damaged and this would have been prevented if I had received my warranty replacement case within a reasonable amount of time.

  

  Business Response

  Date: 11/22/2023

  Hello,

  The warranty order 0621422049 was canceled per customer request. According to our Limitation of Liability section of our Warranty Statement, "CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS." We cannot reimburse you for any repair damages nor provide a new device. 
  
  -OtterBox

  Customer Answer

  Date: 11/23/2023

  Complaint: 20892179
  
  I am rejecting this response because: I did not request the warranty replacement to be cancelled.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/28/2023

  Hello,

  As per cancellation, you received an email regarding your order being cancelled as that is an automatic email that is sent when an order has been cancelled. To place a new warranty claim you must contact **************** during our normal business hours. 

  -OtterBox

  Customer Answer

  Date: 11/28/2023

  Complaint: 20892179
  
  I am rejecting this response because:

  I did not receive a cancellation email and my order still shows as active with expected delivery in December.

  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/29/2023

  Hello,
  As per cancellation, you received an email regarding your order being cancelled as that is an automatic email that is sent when an order has been cancelled. To place a new warranty claim you must contact **************** during our normal business hours.  Customer Support Chat Monday - Friday: 6am - 5pm MT Saturday & Sunday: 10am - 11:45am MT and 1pm - 3pm MT or Call **************
  -OtterBox

  Customer Answer

  Date: 11/30/2023

  Complaint: 20892179
  
  I am rejecting this response because:

  I still have not received proof of cancellation and my order. My order still shows active on my account as of 11/30/23.

  See attached for proof.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/30/2023

  Hello,
  There are no current orders for this item in your case. If you cannot find the email regarding the cancelled order, please consider this the email you are asking for as the order has been cancelled and no order is pending for this from when this transaction was started. To place a new warranty claim you must contact **************** during our normal business hours.  Customer Support Chat Monday - Friday: 6am - 5pm MT Saturday & Sunday: 10am - 11:45am MT and 1pm - 3pm MT or Call **************
  -OtterBox

  Customer Answer

  Date: 12/01/2023

  Complaint: 20892179
  
  I am rejecting this response because:
  The business refuses to resolve the issue.

  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  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.

  May 2019 bought Otterbox "Defender" for Pixel3a -- Otterbox offers a 7year warranty.May 2023 filed warranty claim (Case #********).Otterbox denies claim: they no longer make the Defender for Pixel3a. HOWEVER: Otterbox warranty says that "discontinued product ... that cannot be replaced with an identical product will be replaced with the equivalent model"November 2023 requested Otterbox replace with "equivalent model" i.e. a "Defender" case for my new phone (Pixel 8 Pro).After repeated e-mails, Otterbox offers me a $3 discount over the price currently available on their website, in lieu of the replacement specified in their warranty.

  

  Business Response

  Date: 11/21/2023

  Hello,
  
  We cannot guarantee your product for replacement. Under our Sole and Exclusive Remedy section in our Warranty statement, "Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement. Any discontinued product still under its applicable warranty that cannot be replaced with an identical product will be replaced with the equivalent model based on availability." Since we do not have any equivalent model available for replacement, we cannot guarantee your product for replacement as all cases for your device are discontinued.
  
  -OtterBox

  Customer Answer

  Date: 11/21/2023

  Complaint: 20881381
  
  I am rejecting this response because:
  Otterbox still makes their "Defender" case.  I am asking for a replacement "Defennder" case; simply for a different model of phone.
  Otterbox claims a *SEVEN* year warranty, but virtually no models of cellphone are made for that long.  As per other BBB cases, Otterbox takes steps to eliminate old inventory specifically to avoid honoring the warranty.
  
  I assert that their own statement:  "... discontinued product still under its applicable warranty that cannot be replaced with an identical product will be replaced with the equivalent model based on availability" covers a Defender case for a subsequent phone-model (from the same maker) is entirely within the scope of an "equivalent model" since no "identical model" is available.
  
  If their warranty is meaningful as a warranty, this is the only viable interpretation.
   
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/21/2023

  Hello,
  
  We cannot guarantee your product for replacement. Under our Sole and Exclusive Remedy section in our Warranty statement, "Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement. Any discontinued product still under its applicable warranty that cannot be replaced with an identical product will be replaced with the equivalent model based on availability." Equivalent model refers to the specific device, in this case the ****** Pixel 3a. This does not refer to the device manufacturer, ******. Nor does this apply to the case series, Defender, produced by Otter Products. Since we no longer have any product for your model, we are unable to fulfil your warranty.
  
  -OtterBox

• Initial Complaint

  Date:11/15/2023

  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.

  ****** lander well hidden to keep reviews like mine concealed. Shocker. Almost deceptive as the OTTERBOX Warranty.LIFE-PROOF was AWESOME before they were..OTTERBOX = TERRIBLE NEVER ENDING HOLD TIMES FOR **************** WEBSITE IS TRASH.Therefore the warranty is a misrepresentation/ false advertisement/ FRUAD. Bait and switch is another term that comes to kind. Two calls with over 1hr hold time Combined. No one ever came on the line to answer. Youre a disappointment to yourselves OTTERBOX. I will ask the authorized seller for a full refund as this case is defective & no viable warranty claim service is available from the manuf. I bought the case July of ************************************************************************************************************************************* where the transaction took place - The product failed the manuf who warrants said product is responsible for replacing it. This includes any cost associated within reason and I would reason that shipping is one of those cost of business that this company should be covering. People should know that this company is not keeping their word to consumers.

  

  Business Response

  Date: 11/15/2023

  Hello, 
  
  Due to higher than expected volumes, we have longer wait times. In order to process/assist with a warranty claim or to get updated information for your current warranty, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST). 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. Also stated in 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."
  
  -OtterBox

• Initial Complaint

  Date:11/14/2023

  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.

  Seemingly overnight, this company's customer service went from 100% to 0%. No one ever answers the phone, there are terribly long hours-long waits on the phone, their shipping times are ridiculous (weeks) and their products are extremely expensive now. We were loyal customers for years...no more. Not only are they disrespectful by not hiring enough customer service agents to answer the phone, they charge shipping and it takes a ridiculous amount of time to get the products. Our new phones are getting scratched waiting for products that have been "stuck" in a facility less than 100 miles from us for 1.5 weeks. No matter how good your products are, if your customer service and shipping times are in the toilet, so is your company. We will get knockoffs down the road and pray that we don't have a warranty issue with them since they don't answer the phone. And, did I mention that they won't replace your phone if the Otter Box doesn't protect it from breakage? What a joke. Bye bye.

  

  Business Response

  Date: 11/15/2023

  Hello,

  Due to higher than expected volumes, we have longer wait times. In order to process/assist with a warranty claim or to get updated information for your current warranty, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST). 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: 11/16/2023

  Complaint: 20869118
  
  I am rejecting this response because:

  This lack of customer service and hours-long (3 hours for me one day this week) has been going on for some time....months in fact.  Also, this is not about a warranty.  It was about checking on an order that never arrived.  The company's response is not even germane to my issue.  This further illustrates the company's lack of customer service.  Apparently they didn't even read my complaint.  Resolution sought NOW is a MAJOR credit on my late order of four products that are way overdue.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 11/16/2023

  By the way, another reason that I reject the company's response is that I DID call that customer service number and there is where, for months, there have been inordinate delays in getting someone to answer the phone.  OR they hang up on you.  OR they get an attitude.  AND, AGAIN, this has nothing to do with a warranty so the company's response is merely using providing a "canned" response.  This is what I mean about their customer service, which has been unacceptable for several months.

  

  Business Response

  Date: 11/21/2023

  Hello,

  According to our records, you have been refunded for your order. According to tracking number 649931984877 we also see that you have received your products. 
  
  -OtterBox

  Customer Answer

  Date: 11/21/2023

  Complaint: 20869118
  
  I am rejecting this response because:

   

  Your records are incorrect.  I have not received my order.  Further there is a discrepancy as to the invoice total.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/24/2023

  Hello,

  The refund that was processed was in the amount of $185.77. The original order 0621987128 was in total $181.09. The refund amount was higher than your original order and that is where the discrepancy lies. As per ***** tracking, the order 0622070768 was lost in transit. As such we have placed a new order for you for your convenience.  
  
  - OtterBox

  Customer Answer

  Date: 11/27/2023

  Complaint: 20869118
  
  I am rejecting this response because:

  The amount charged of $185 is not my error.  I also have a receipt for an amount less than this because of a promotion.

  I am just trying to be accurate here....

  I appreciate your response but your company records still are a mess.
  
  Regards,
  
  *******************************