I'm willing to give them the benefit of a doubt though that maybe it was a one off flaw in the plastic. It was made in China. Their warranty stated that it was guaranteed to be free from defects for a year. I went to their web site on my phone and found a rather easy to use warranty claim system. It was a bit odd. I had to take 2 pictures of the case and submit them with the claim. One of the entire case sitting on a hand written note pointing to the defect and another of the date molding that shows when it was molded. Unfortunately the pictures wouldn't upload due to the weak cell signal I have at work. However 4 minutes after I created the ticket I received this Email.
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Dear Jesse,
Thank you for contacting OtterBox. Our Customer Service Otters are actively working on your request, and will reach out to you via email within 48 business hours if any additional information is needed.
Please respond to this email if you have any questions.
Kindest Regards,
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Please respond to this email if you have any questions.
Kindest Regards,
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48 business hours.... That's six days. Oh well.
Unexpectedly by the time I get home this email is waiting for me in my inbox.
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Dear Jesse,
Thank you for contacting OtterBox. We are excited for the opportunity to assist with your request,
and we look forward to exceeding your expectations.
and we look forward to exceeding your expectations.
All we need to order your replacement are two photos of your OtterBox case. Please follow all
directions to prevent any processing delays.
directions to prevent any processing delays.
- Photo 1 needs to clearly show:
- Your entire OtterBox case
- Your case damage
- Your name and the current date, handwritten on a piece of paper
*If your OtterBox case features a design (e.g., camouflage), please make sure it is also
showcased in this photo. - Photo 2 needs to clearly show:
- The circle/square stamping on the inside of your slip cover
- Your name and the current date, handwritten on a piece of paper
Please upload images using the following link: LINK ERASED FOR BLOG
Please respond to this email if you have any questions.
Cheers,
Nikki
Customer Service Representative
Phone number erased for blog
OtterBox
209 S Meldrum
Fort Collins, CO 80521
#####################I promptly upload the photos and received this final email before I went to bed.
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Jesse — Your warranty order has been received!
Our Distribution Otters will pack and ship your replacement as quickly as possible. We will send you a shipment confirmation with a FedEx tracking number as soon as your order has begun its journey to your doorstep.
Please review your order summary and our processing information, and feel free to contact our Customer Service Otters if you have any questions.
Thanks again for choosing OtterBox
Our Otters work tirelessly to get orders out the door as quickly as possible. Most are dispatched within 24 hours, but at times it may take up to 72 business hours to send an order on its way. As soon as processing is complete you will receive a shipment confirmation via email.
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So while I am still disappointed that it's from China at least Otterbox stands behind their products. I checked today and it has shipped from Colorado and is on its way. Hopefully it was just a defect.
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So while I am still disappointed that it's from China at least Otterbox stands behind their products. I checked today and it has shipped from Colorado and is on its way. Hopefully it was just a defect.
Well I was trying to find a way to send you a private message but I don't know how. With regards to your broken OtterBox I have the same problem, except I threw mine in the garbage. I had it for a couple of months just sitting in my kitchen drawer and I decided to clean out my drawers recently entered in the garbage, what's the point in having broken things lying around taking up space right, I truly in the recycle bin in my building. Couple months later my friend came by and he was just picking up all of his mail he has a PO box, down the street from me so we pop by to say hi and visit. He was sitting in front of me opening up all his packages that he received because he's an online ordering junkie, and he got his new OtterBox oh he said oh my OtterBox came I can't believe I actually got it replaced. Is it what do you mean he said well mine broke he said it just cracked like the whole side you said they're not really that well made and he said they're from China. He said and I just sent them a email and then they sent me this link and I filled out the information and they sent me a new one for free just the cost of shipping and tax. I did not know this. I went and purchased another one which was over $129 it was titanium and I ordered it online from some company in Germany it costs an addition of $60 to ship it it ended up costing me in total over $200 but since my phone was $2,500 and I had already scratched the screen which cost me another $700 to fix and replace I'm not about to take any risks on my phone again because my insurance company won't pay for it I tried that and it didn't work. I'm not about to put myself at any risk but how do I know that I was capable of getting replacement which I should have just contacted them but getting things replaced by companies nowadays is impossible so I never even bothered to even think about it or attempt it I should say considering it was only 80 bucks I didn't make a big deal out of it but still 80 bucks is 80 bucks right the problem here is I applied for it and I don't have a photo of it cuz I threw it in the garbage already.. I was wondering if you could be so kind to take a couple pictures of yours and send them to me if you could help me or anybody could help me. Because I no longer have the broken OtterBox and the belt clip that snapped off and literally it snapped off after about a week. And I only had it in my belt and I was bending over the time my shoes off sitting in a chair and it snapped and flew right off and that's how my screen cracked I think. So they won't replace it now now I'm pissed with them I've sent them quite a few nasty letters and said I will go on a blog somewhere and find someone who's had the same problem or similar or someone who can help me and they said by all means you can do whatever you want but we need to have some something with regards to a photo we don't care just any sort of photo that will show it with the date on it so I'm going to post my email address which is just a temporary email address for anyone to please help me or you Jesse. With a photo two photos of your broken OtterBox if you can with a handwritten note beside it with the date that says sometime in September 2024 whichever the date is that you see this message because I would like to replace my OtterBox at least I should get something back in return just because I threw it out shouldn't mean that I shouldn't get a replacement that's just dumb please help me my email is cbee50892@gmail.com I would appreciate anyone helping me
ReplyDeletei would be forever grateful. And would return the favor to whomever it is that helps me whenever and if at all possible one hand helping the other is how I look at it please and thank you and much appreciated sincerely. Kriswb54