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Old October 28th, 2011, 04:06 PM   #1 (permalink)
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Default Otterbox Customer Support

I just wanted to give the folks at Otterbox a pump for the great customer service I just got from them. I got a Defender case for E3D on launch day and about a week ago the clip broke off the holster and I had to stop using it. I went to the website and looked up the email address for warranty replacements and sent them an email. The next day I got a reply back from Matt Pestridge asking for a few numbers off the case to verify the model number which I sent back with a pic of the broken clip and then he put a new case in the mail the next day. I got it yesterday and all is well now.

So many companies are into screwing their customers every chance they get so I figured good customer service deserved a post of it's own as well.

Thanks Matt!

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Old October 28th, 2011, 04:23 PM   #2 (permalink)
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Originally Posted by ovrrdrive View Post
I just wanted to give the folks at Otterbox a pump for the great customer service I just got from them. I got a Defender case for E3D on launch day and about a week ago the clip broke off the holster and I had to stop using it. I went to the website and looked up the email address for warranty replacements and sent them an email. The next day I got a reply back from Matt Pestridge asking for a few numbers off the case to verify the model number which I sent back with a pic of the broken clip and then he put a new case in the mail the next day. I got it yesterday and all is well now.

So many companies are into screwing their customers every chance they get so I figured good customer service deserved a post of it's own as well.

Thanks Matt!
I concur. I also called them yesterday, and was told that my replacement Otterbox defender case was being sent out in two to three business days. Great job guys.
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Old October 29th, 2011, 01:52 PM   #3 (permalink)
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I had a similar experience with them. My clip broke and they sent me a new one without a hassle. +1 to them
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Old November 2nd, 2011, 10:00 PM   #4 (permalink)
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I just contacted them because the screen protectors that came with my Commuter cases worked well for me, and I was looking to buy some replacements. I couldn't find a way to buy them on their site. I also mentioned that something had gotten under the built in screen protector on my Defender making a small blemish. I sent them the email last night, and by 10 am, I had gotten a response from them. He immediately sent me 4 replacement screen protectors as well as a replacement Defender case. He said there is no need to send my Defender back, and just keep it as a backup.

Honestly, I was shocked at how great their customer service was. That is what gets repeat customers. Great quality and great service.
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Old November 21st, 2011, 09:38 PM   #5 (permalink)
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Default My email to Otterbox

I along with others on this forum have had issues with the Commuter Series Case. I decided to write their customer service a letter informing them of the problem :


I am writing this to inform you of the issues i am having with your Commuter case. I will preface this by telling you that typically your products are top notch and this particular product seems to be out of line with the quality product your company normally sells.

I first purchased this product on 6/24 of this year when I bought my EVO3D. After a few weeks the inner rubber case began to stretch, leaving a gap between itself and the phone. By September the case was virtually unusable without constant adjustment in order to hit the buttons on the top and sides of the phone. I returned it without issue to the Sprint store and received another free of charge.

It is now November 21st and I have again returned this case which has become stretched even worse than the first case in significantly less time.

I am now on my third case which I am unsure I even want to put on my phone to avoid further fruatration.

I am a loyal customer to your products and I hate to have to think of going elsewhere to get proper protection for my phone.

I hope you fix this issue soon as it is ruining the reputation your company has for quality.

Sincerely,
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Old July 23rd, 2012, 01:44 PM   #6 (permalink)
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I just called them up about my Defender case for my Galaxy Nexus and had the same positive experience. The plastic clip near the mini USB connector broke off. Their response was an impressive, "on the way". Otterbox, consider me a customer for life.
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Old July 25th, 2012, 09:20 AM   #7 (permalink)
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Let me add to the praises to Otterbox. I had a Defender case where the plastic clip on the holster broke. Emailed Otterbox and was assured that a replacement was on the way.

I received the replacement and discovered that they had made a mistake, sending a Commuter case instead of a Defender case. Emailed again about the mixup.

They not only sent a Defender case, they sent two Defender cases.

Otterbox is definitely a good company.

Their cases are excellent too. My phone looks brand new. The otterbox case protects that well.
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Old August 28th, 2012, 09:57 PM   #8 (permalink)
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+1 to this. They replaced my defender case after the screen protector part got way too scratched up. The case is magnificent at protecting the phone.
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Old August 29th, 2012, 09:48 AM   #9 (permalink)
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meh.. i got the commuter case i think.. and the dang rubber part of it is too big, and has a big gap between the top of the phone, and the top of the case.. not really that happy..
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Old August 30th, 2012, 03:15 PM   #10 (permalink)
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meh.. i got the commuter case i think.. and the dang rubber part of it is too big, and has a big gap between the top of the phone, and the top of the case.. not really that happy..
Kind of a known problem with the Commuter case.
Little research would have shown you that off the bat.

That being said....I complained about the same thing on Twitter.
Had 2 new cases within the week. They send me the Black on black
and the Pink on white. the White rubber piece fits WAY better.
And it looks pretty slick with the Black plastic piece on top!
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Old August 30th, 2012, 03:53 PM   #11 (permalink)
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Originally Posted by MahaloCat View Post
Kind of a known problem with the Commuter case.
Little research would have shown you that off the bat.

That being said....I complained about the same thing on Twitter.
Had 2 new cases within the week. They send me the Black on black
and the Pink on white. the White rubber piece fits WAY better.
And it looks pretty slick with the Black plastic piece on top!
i have had the same case since hte phone came out.
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Old August 31st, 2012, 12:53 AM   #12 (permalink)
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Throwing my praise out there for otterbox, also. Complained that the screen protector on the defender case scratched easily, which made it hard to see in sunlight. Instead of offering me a new protector, they sent a new case. Truly, perfect customer relations. They will always keep my business.


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Old September 2nd, 2012, 11:21 AM   #13 (permalink)
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Otterbox easily has the BEST customer service out there. Ive had numerous defenders for different models including my 3vo replaced. Free of charge, and then dont even ask that you return the original. Customer for life here also.
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Old September 27th, 2012, 01:30 PM   #14 (permalink)
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Pretty sure you could file like 20 claims and they would still make money. Those cases are so expensive, yet so cheap to make.
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Old September 28th, 2012, 12:41 PM   #15 (permalink)
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Pretty sure you could file like 20 claims and they would still make money. Those cases are so expensive, yet so cheap to make.
Not sure how they are expensive. At least for the Evo3D. I paid about $30 I think. Seems pretty average price for the amount of protection. I suppose they might be cheap to make, but since they have successfully allowed my phone to survive a fall from the holster, landing on its corner, and causing zero damage to the phone, I'd say it is worth it.
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Old September 28th, 2012, 02:36 PM   #16 (permalink)
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Quote:
Originally Posted by Adar View Post
Not sure how they are expensive. At least for the Evo3D. I paid about $30 I think. Seems pretty average price for the amount of protection. I suppose they might be cheap to make, but since they have successfully allowed my phone to survive a fall from the holster, landing on its corner, and causing zero damage to the phone, I'd say it is worth it.
I mean that they don't cost very much to make for them, but they still charge a price like that. So either way they make a lot of money.
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