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Otterbox Customer Service Review.

Discussion in 'General EDC Discussion' started by JasonAre, Feb 29, 2012.

  1. JasonAre

    JasonAre Banned

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    Bought the iPhone 4S Defender from an eBay seller, got the item in to find out the box was open and the holster that came with the case was missing. I contacted the seller and was ignored even after leaving negative feedback. Finally one of their “reps” emails me telling me it’s “not their problem” and to call Otterbox. I email Otterbox and explain to them what has happened. Without any questions or problems the rep messages me requesting my address, phone number, make and model of the case, and a serial number on the case. She offers me a free replacement. Needless to say I am very pleased with Otterbox as a company, eBay? Not so much.

    Lesson learned- deal with the company itself and not resellers.
     
  2. pumbaa

    pumbaa Banned

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    I've been apart of ebay pretty much since it started. When they started letting Power Sellers on, it changed the 'yard sale' feel of ebay. Searching became a chore as there would be dozens of listings of the same items. I also found that sellers were not to my liking any more.. Sure some good ones, but I found it not as fun so I stopped using ebay nearly 6 years ago, though I still have an account.

    I'll stick with Amazon.
     
  3. JonSidneyB
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    JonSidneyB Uber Prepared
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    The forum has been selling Otterboxes for a couple of years. Maybe it is time to expand into the phone cases.
     
  4. JasonAre

    JasonAre Banned

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    Honestly If you guys had the case’s in I’d just buy it from the store, I’m sick of eBay sellers.
     
  5. JonSidneyB
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    JonSidneyB Uber Prepared
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    I was at first afraid of adding the phone cases as I have never seen one of them in real life. The regular storage boxes are great, I should have trusted that they would have made the phone cases right and got them.
     
  6. xbanker
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    xbanker Geriatric Admin
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    Jason, thanks for sharing your positive experience with Otterbox. Sadly, that kind of service is becoming all too rare.

    Otterboxes are top notch. Use a yellow 1000 with thin rubber fitted-lining for small digital camera on outdoor excursions, especially around water. Prefer Otter over Pelican (itself a good product, but ...).

    If Jon does decide to bring Otter phone cases into the store, perhaps Jason would consent to doing a review (with a link to the forum store of course :-X ) Anything we can do to help the store ... helps Jon and the forum. Not to mention, a good review is always appreciated by this crowd.

    Dan
     
  7. D50boy

    D50boy Loaded Pockets

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    I love companies like that. No hassle, just get the problem fixed and the customer happy.
     
  8. JasonAre

    JasonAre Banned

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    I’m glad I was able to get a replacement, I really like the case itself. It has a built in screen protector, is extremely grippy, comes with a holster ( or was supposed to heh heh).
     
  9. Dr Jekell
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    • In Omnia Paratus

    Dr Jekell I had fun once, It was awful.
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    Maybe offer them as a special order item?
     
  10. Benjamin

    Benjamin Loaded Pockets

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    I suggest the Magpul cases, I would pick up a few more of those in different colors.
     
  11. bfayer1

    bfayer1 Loaded Pockets

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    I lost my holster for my defender case. I emailed them asking how I could buy a replacement. A few hours latter I received an email saying I was being sent a replacement under warranty.

    I was sure there was a mistake, so I called them and told them I wanted to BUY a new holster. They said "no you can have it for free".

    I was in a state of shock so I couldn't argue back.

    When I get a new phone I will get one that has an Otter box available just so they can have my business:)

    Sent using Tapatalk
     
  12. defuse kit

    defuse kit Loaded Pockets

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    Just bought a Commuter Case. I bought it from REI thinking that if anything happened to the case, I could take it back to the store, but it seems as though that won't be necessary.
     
  13. JasonAre

    JasonAre Banned

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    I’m honestly never going to buy another case that’s not OtterBox ever again. With this service they have a lifetime customer now.
     
  14. paaiyan

    paaiyan Loaded Pockets

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    The product will do you well also, unless you get really unlucky. My Otterbox iPhone 4 case has saved mine plenty of times. It'd still be possible to drop it face down on a protruding rock and crack the screen, but more difficult to do so.
     
  15. mooshi
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    mooshi Loaded Pockets

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    Seriously! I just got a replacement for my Commuter series Motorola Atrix case. <3 There are a couple of weak spots in the design and so cracks and chips developed after a few months of use (note that I've actually NEVER dropped my phone in the past 8 or so months that I've owned it) and without batting an eye they sent me a new one. :D
     
  16. Studley

    Studley Loaded Pockets

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    Otterbox has GREAT customer service. My boss' wife's otterbox rubber tore and they are shipping a new one out. I sell more of those otterboxs than any other case.

    ALSO FYI:
    I heard that Otterbox is replacing all otterboxs with the white plastic because it messes with the Iphone ambient light sensor. I haven't seen anything official but one of my coworkers told me. Thats why all the new "Iphone 4S" cases are shipping with grey plastic.

    I had a black one and as soon as I saw the OD Green I bought the first one we received!
     
  17. 16VGTIDave

    16VGTIDave Loaded Pockets

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    I've never had a problem with the 3 OtterBox Defender cases I've owned (iPhone 3, iPhone 4, iPad 2). A friend however managed to break the belt clip on his iPhone 4 Defender holster. He called OtterBox to buy a replacement and they express shipped one to him for free, to Canada. The shipping charges were close to $30 if I remember correctly.

    I don't know how they can afford to do something like that when the case and holster retail for $55, but the good will they have generated in addition to now having a couple more spokesmen in the wild must make it worthwhile. I certainly won't hesitate to buy more of their products and to promote them.

    Dave


    Sent from my iPad2 using Tapatalk