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Old November 30th, 2010, 09:34 PM   #1 (permalink)
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Default Broken in 3 days - Otterbox Defender

I bought the Otterbox Defender Case and was not impressed at all with the quality. The kickstand broke the second day and snapped off completely on the third day. Btw, I work in an office and use the kickstand to set the phone up landscape style...not exactly a rough atmosphere.

I called Otterbox and they said they will either replace or refund the money. I am leaning towards getting another type of case provided that there is one available. Last I checked the Ballistic cases weren't even out yet.

I really couldn't believe that this broke so quickly.
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Old November 30th, 2010, 09:41 PM   #2 (permalink)
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I've been using mine for about a week now with no problems, though I don't use the kickstand much. So far...solid...I like it.
Other thoughts: Just when you thought the Evo was big....put this Otterbox on it...wow!
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Old November 30th, 2010, 09:47 PM   #3 (permalink)
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You're not the only one. I defended the kickstand the day I got mine and now I'm eating my words.

My kickstand is cracking and will probably break off completely if I use it much more. If you read the reviews on OB's site many others are having the same issue.

I emailed them over a week and a half ago with pictures and have yet to receive a response. I am pretty disappointed.

(Besides the kickstand issue, I love the case!)
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Old December 1st, 2010, 05:39 AM   #4 (permalink)
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Ive put it on its kickstand like 2 times and no more. It already has a hairline fracture running down the middle of it.

Overall im a fan of the case but they got cheap on the kickstand.
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Old December 1st, 2010, 08:55 AM   #5 (permalink)
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I just don't know if I can love the other attributes of the case because now they are coming at the cost of eliminating the function of one of the features that I really liked and used quite often.
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Old December 1st, 2010, 09:03 AM   #6 (permalink)
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I just don't know if I can love the other attributes of the case because now they are coming at the cost of eliminating the function of one of the features that I really liked and used quite often.
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Old December 1st, 2010, 09:17 AM   #7 (permalink)
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if you're not loving your OB defender case, but are tired of waiting on Ballistic to drop their HC case, head over to Trident cases. It's about 34ish bucks shipped from their site and i got mine literally 3 days from the moment i pressed the order confirmation button. The cases aren't uber protectve like the OB defender, but its a lot better than anything else out there and should tide you over till Ballistic drops the EVO. According to Ballistcs FB page, the evo case should be out sometime within the first half of December. I'm betting on first week.
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Old December 1st, 2010, 09:34 AM   #8 (permalink)
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Does the ballistic have a functioning kickstand? Thats my only problem right now with getting another big case.
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Old December 1st, 2010, 10:35 AM   #9 (permalink)
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Chris from Otterbox:

"We are investigating this issue."
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Old December 1st, 2010, 10:43 AM   #10 (permalink)
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I haven't used the kickstand since I got it at launch and now that I'm reading about how delicate it is I'm glad I didn't. I'll wait to see if they re-design the case and then try and get a warranty swap. Until then I'll just prop it up against something if I need to.
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Old December 2nd, 2010, 09:59 PM   #11 (permalink)
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I e-mailed Otterbox and they offered me a replacement or a refund. Since I can't see the same thing not happening again, I asked for the refund.
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Old December 3rd, 2010, 02:11 AM   #12 (permalink)
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Quote:
Originally Posted by EVOid View Post
I e-mailed Otterbox and they offered me a replacement or a refund. Since I can't see the same thing not happening again, I asked for the refund.
When did you email them? I emailed them over a week and a half ago...
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Old December 3rd, 2010, 11:37 AM   #13 (permalink)
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It took them about 2-3 days to get back to me once I sent the email. Is send another if I were you.
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Old December 3rd, 2010, 02:50 PM   #14 (permalink)
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Yep, my case is a few weeks old in total, used the kickstand maybe 10 times, and mine broke in that exact same place.
I wish they had just made a friggin stainless steel kickstand, like what the Evo has standard.

I dont even understand why they hollowed out the underside so much on that clip, just crappy design.

I wish the dang Ballistics would come out, but at least it appears like they are QAing it properly.
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Old December 3rd, 2010, 04:47 PM   #15 (permalink)
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Quote:
Originally Posted by EVOid View Post
It took them about 2-3 days to get back to me once I sent the email. Is send another if I were you.
I sent them a follow-up a week after. And I sent another last night after I read your comment.

customerservice@otterbox.com

?
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Old December 4th, 2010, 01:31 PM   #16 (permalink)
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Guys, if you want fast action from Otterbox (my kickstand broke too), just call them and sit on hold for like 20 minutes while you do other things, they DO eventually answer.

I ordered an Impact (which I now love) and had the rest credited back to my card. They did not require me to return the case - so I guess I also have a free Defender Case with no kickstand - lol.
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Old December 4th, 2010, 01:34 PM   #17 (permalink)
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What amazes me is how it took them 6 months to design the thing and one of the most important parts was a complete fail. If you look at the stand, you can see they made it very thin in the middle (for no particular reason as it doesn't improve appearance or functionality). Anyway, the thin area is too thin and cracks. If they had just left the kickstand a solid piece if plastic it would have been fine.
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Old December 4th, 2010, 08:03 PM   #18 (permalink)
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Mine's cracked too, email sent.
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Old December 7th, 2010, 06:29 PM   #19 (permalink)
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Mine did the same thing. It's been a week and still no replacement. I'm calling them to get a refund. Apparently they're working on redesigning it. not going to wait.
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Old December 7th, 2010, 09:48 PM   #20 (permalink)
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Cracked, email sent.

I never even used the dang thing, save for opening it once or twice to see how it worked.

Waiting to see the reviews on the newly released Ballistic case.
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Old December 10th, 2010, 11:25 PM   #21 (permalink)
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Mine broke too...cracked...I had to super glue the pieces back and then put the kick stand back in the case. I love the case, but the thin plastic kick stand is kind of .

I know the Balistic is released Monday, but I want the black and red one.
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Old December 11th, 2010, 08:13 AM   #22 (permalink)
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Mine finally broke off. Was the first time I tried to open it up after seeing the fracture.

So has customer service been pretty good with all the complaints?
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Old December 11th, 2010, 08:45 AM   #23 (permalink)
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E
Quote:
Originally Posted by evoX2 View Post
Mine finally broke off. Was the first time I tried to open it up after seeing the fracture.

So has customer service been pretty good with all the complaints?
Still waiting on email. I know when I tried to call yesterday, I was 20th person in the que but could not wait. Thing is my otterbox was a gift and did not buy it and it was bought from a 3rd party.

Mine kick stand is now held together by super glue and electrical tape. It works, but I dont know. For a case that is supposed be a defender and the kick stand is this fragile?

May go with the ballistic.
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Old December 11th, 2010, 03:53 PM   #24 (permalink)
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I emailed them a while back, didnt hear a word for about 2 weeks, I'm guessing they are under heavy load with the orders and the issues.
They contacted me back about 2 weeks later and offered to send a brand new case free of charge, which is pretty awesome.

I'm no engineer, but looking at how the kickstand clips in, I would have thought a better option than just giving away cases would be to stamp out some steel stands that have some form of pin that gets pushed out via a spring.
That way the new one could just have the pins pushed in on both sides, popped in place and releasing would allow the pin to shoot back into the 2 holes holding it.

I guess they are just in a panic to try and keep people positive about this whole thing.

Cant complain about the service though.

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Old December 11th, 2010, 04:20 PM   #25 (permalink)
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Quote:
Originally Posted by sheldonbotha View Post
I emailed them a while back, didnt hear a word for about 2 weeks, I'm guessing they are under heavy load with the orders and the issues.
They contacted me back about 2 weeks later and offered to send a brand new case free of charge, which is pretty awesome.

I'm no engineer, but looking at how the kickstand clips in, I would have thought a better option than just giving away cases would be to stamp out some steel stands that have some form of pin that gets pushed out via a spring.
That way the new one could just have the pins pushed in on both sides, popped in place and releasing would allow the pin to shoot back into the 2 holes holding it.

I guess they are just in a panic to try and keep people positive about this whole thing.

Cant complain about the service though.

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Did they ask you to return the broken case?
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Old December 11th, 2010, 06:24 PM   #26 (permalink)
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Quote:
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Did they ask you to return the broken case?
I asked for a refund - got a response like three weeks later and they want me to return the broken case before I get a refund. The service rep told me I would receive a follow up email with instructions on how to ship it back.

I never received that email, lol. He also mentioned that they were working on fixing the issue.
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Old December 11th, 2010, 06:42 PM   #27 (permalink)
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Quote:
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Did they ask you to return the broken case?
Nope, they didn't ask for the old one to be returned, it arrived today via USPS Priority mail, whole case, not even just the plastic back.

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Old December 14th, 2010, 11:30 AM   #28 (permalink)
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Got an entire new case yesterday. In the few emails back and forth, sounds like they are working on the issue, but are still sending out cases that are gonna break... doesn't make much sense, but I guess we'll have to find out when they have a better design and get new ones again.
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Old December 18th, 2010, 08:59 PM   #29 (permalink)
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Like so many, mine broke, but I really didn't care. I never use it. I asked customer service for a new kickstand, I had no problem snapping a new one in, but they sent out a new box, I got it in 2 days, no questions asked.

Yeah, they probably should have made a better effort at that, but the customer service is top notch, and that earns a few points with me. The Ballistic (I don't have one) seems to have a similar problem, it just may last 2 months instead of one..
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Old December 18th, 2010, 10:02 PM   #30 (permalink)
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I just got mine today and it is my first OtterBox product. I rarely use the kickstand but I do cut doorways short and bang my phone a little. Going to keep an eye on it.
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Old November 25th, 2012, 08:36 PM   #31 (permalink)
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Well I bought my OB Defender 18 November 2012 from a retail store in Perth Western Australia, 25 November 2012 the part of the OB Defender that holds the belt clip open so it can act as a 'Landscape' stand when my Galaxy S3 is on charge on the bed side cabinet snapped off, fortunately didn't fall off the cabinet or damage the phone...Just woke me up with the loud Click/Clack, I didn't realise what had happened until this morning.

Just sent a email to OB Customer Support....Guess what? Closed for Thanks Giving:-(

I'm disappointed but hopeful they will look sympathetic at my warranty claim as I really like the OB Defender case/holster.

Mine looks a little more robust than yours though and has the Belt clip/stand in the centre of the holster.
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Old November 25th, 2012, 08:41 PM   #32 (permalink)
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I've heard nothing but good things for warranty claims here in the States. Best luck!
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Old November 25th, 2012, 09:18 PM   #33 (permalink)
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I just did a claim for my wife's EVO Shift Otterbox case and they replaced it. Just had to take pics of the defective case and email the pics to customer service. They sent the new case immediately
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Old November 26th, 2012, 02:10 AM   #34 (permalink)
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Thanks for that....they have been pretty quick off the mark and requested 3 photographs, they have been taken emailed today so not everybody is on a 'Thanks Giving' Break. :-)

I hope it all works out ok.
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