ComplaintsforOtter Products

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Initial Complaint
11/13/2024
Complaint Type:
Product Issues
Status:
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.
I did with the *** already. Cant upload it here again. Why cant you obtain the photos from last ***. I was told Im all set cause shes resending items. The photos I have are from September during the conversation. Do you want thoose photos again. If so I need an email cause k cant upload them in this ***ly Please get me a manager. They wont do ***************** dispute me sending multiple photos of current date. I cant send new photos with different date every single time which is inconvenient please have otter box find the original photo and tell me whats wrong with it.
Business response
11/14/2024
Hello,

In order to process a warranty claim, you must contact **************** at ************** (Monday thru Friday 8AM - 5PM MST) or use the self service option on our website at *************************************************************************. 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 response
11/14/2024
Complaint: 22549798

I am rejecting this response because:
I did that already. ***** Look What do you see about my case so far?
Regards,

Tynisha Pag
Customer response
11/14/2024
I sent photos of the items that need to be replaced multiple times. Where are thoose photos that I sent?
Business response
11/22/2024
Hello,

Under case number 10620655 we have found your images to be digitally altered photos. This includes an image of an image on another device. As these are digitally altered images, we have denied your request for warranty. This does violate our terms and conditions for our warranty and we are unable to proceed with your claim.

-OtterBox
Customer response
11/23/2024
Complaint: 22549798

I am rejecting this response because:this is an absolute lie. I send pictures with a sticky note of the date and they know it. Lying is absolutely lazy and unprofessional.

Regards,

Tynisha Pag
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
**** warranty? False advertising? Fake warranty?I paid $40 dollars for a case and now that I need warranty I open a warranty issue and the response I got was: ..we no longer have replacements available...In the website it is stated: ..Lifetime of the product, which is seven (7) years....This product came out in 2020.
Business response
10/30/2024
Hello,
Per the Limited Lifetime Warranty. Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, Otter) warrants its products (collectively, the Products) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otters quality controls, unless otherwise prohibited by law.
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. If you have a new device, we would replace your case with the equivalent model of said case. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.
~OtterBox
Customer response
10/30/2024
Complaint: 22486793

I am rejecting this response because:
So you have an expressed 7 year warranty that you can guarantee? I don't understand how that works.
I buy the product in part for a lifetime warranty that is not available? Isn't this bait and switch? Isn't this false advertising?

Regards,

******* *****
Business response
10/30/2024
Hello,
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. If you have a new device, we would replace your case with the equivalent model of said case. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.
~Otterbox
Customer response
10/30/2024
Complaint: 22486793

I am rejecting this response because:
You offer 7 years, therfore you are responsable of having product for that period. Nowhere have I seen in your warranty that you'll fulfill your obligation as long as you decide to make the product, which is ridiculous.
As I understand, this is a bait and switch tactic.
Regards,

******* *****
Customer response
11/16/2024
So the BBB agrees with a company which sells a product with a lifetime warranty which only lasts 7 years but doesn't guarantee availability of the product during that period so the warranty is null?
Really?
Initial Complaint
10/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased 2 iPhone 16 Pro Defender series cases from Otterbox in Sept 2024. First one was charged 15 Sept, second 19 Sept. I returned both cases the first was received at warehouse *************************** transit. Each case was $74.85 and I have not received my money back yet. **************** is poor. I will not ever buy another otterbox product and I honestly wouldnt wish this stress of getting my money back for products I no longer even have on anyone.
Business response
10/22/2024
Hello,

Your RMA request has been processed as of 10/21 for both of your returns. Your financial institution will update your available balance within 3-5 business days.

-OtterBox
Initial Complaint
10/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Otter product fell apart. I called and was told it was under warranty and to send pictures.i sent what was asked and was told to send the same pictures again. Sent what i was asked and told to send the same pictures again. 1 hour plus on hold to speak with a representative. They are not honoring their warranty. Would like my defective replacement part.
Business response
10/12/2024
Hello,
After reviewing your case ******** I see that we have requested photos of your product in order to process your claim that did not work on the site. Once you can provide the photos request the warrant claim and move forward pending inventory of your item.
~OtterBox
Initial Complaint
10/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased Symmetry Series with MagSafe (SKU: 77-89264) for my iPhone 14 Pro Max with the expectation that my phone would be well protected from any damage as this case claims a "DROP+ | 3X as many drops as military standard (MIL-STD-810G *****)". Otterbox also claims "Passion for protection DROP+ is a promise that every product we make is ready for whatever life throws at it and that your device is protected so you can stay connected to the people, places and moments that matter most. We test OtterBox phone cases for everything you can think of. And a lot of things you probably wouldnt even imagine. Each OtterBox case series must pass every test before its certified DROP+.""Military Standard (MIL-STD)* is a series of tests designed by the ************************ to determine the overall durability of a product. It requires a case and device be dropped 26 times from 4 feet. This proves the edges, corners, front and back of a case prevail through multiple impacts, and that weve made the toughest military grade phone case possible.*MIL-STD-810G *****" "We take our testing even further and subject our cases to MIL-STD testing multiple times. 1X, 2X, 3X, 4X, 5X, 7X we fatigue test our cases again and again to ensure they survive drop after drop, not just the first few. - 1X = 26 individual drops - 2X = 52 individual drops -3X = 78 individual drops - 4X = 104 individual drops - 5X = 130 individual drops - 7X = 182 individual drops"My phone slid less than 3 ft onto a carpeted surface and suffered back glass damage as I later found out multiple reviews on their website claim to have had the same type of damage from simple falls as well. I would think with this many identical incidents this products would be recalled due to there clearly being an issue with the protection it provides. I am requesting that Otterbox cover the repair to my phone considering their supposed case standards and multiple incidents that clearly indicate a problem with their product
Customer response
10/05/2024
I was not able to attach more than 5 files at a time so there are several more reviews of the same issue - at least 50 with this same case/issue. They can be viewed on the otterbox website for further reference.
Business response
10/05/2024
Hello,
We will not be able to provide compensation for your device. We can cover device manufacturing defects on our products. However, if a product defect does arise, we can replace the OtterBox Product. Failure to notify Otter Products directly about the manufacturer defect does not constitute repair or reimbursement for device damage. We have no record of contact directly to Otter Products from the information you have provided. The Limitation of Liability clause of our warranty statement does state, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, 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, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE)." This would be treated as negligence, as we have no prior contact, to a known manufacturing defect and we cannot cover the cost of repair, nor reimbursement for a new device.
~OtterBox
Customer response
10/05/2024
Complaint: 22384234

I am rejecting this response because: I was expecting this generic response that they seem to send everyone who has had this problem. I would appreciate an actual assessment of this issue and for this matter to be taken with seriousness. Furthermore, there hasn't been prior contact about your product because just like everyone else that has experienced this problem there was no compromise or damage to the case itself. As a matter of fact if you actually looked at the photos provided of the case, you can see there wasn't any damage to the case itself, so how could I have contacted the manufacturer for a "warranty claim" on the case and be told that I was "negligent" for not contacting OtterBox when there was nothing to contact you about. Clearly this particular case is not effective at protecting phones as you claim even when it is in "full working order".

Regards,

******* ******
Business response
10/14/2024
Hello,
We will not be able to provide compensation for your device. We can cover device manufacturing defects on our products. However, if a product defect does arise, we can replace the OtterBox Product. Failure to notify Otter Products directly about the manufacturer defect does not constitute repair or reimbursement for device damage. We have no record of contact directly to Otter Products from the information you have provided. The Limitation of Liability clause of our warranty statement does state, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, 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, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE)." This would be treated as negligence, as we have no prior contact, to a known manufacturing defect and we cannot cover the cost of repair, nor reimbursement for a new device.
~OtterBox
Customer response
10/15/2024
Complaint: 22384234

I am rejecting this response because: Clearly no on is reading what is being communicated as they are just sending the same generic response. There was no negligence on my end as they are stating in the generic response, because the case was and is still in tact when the damage to my phone occurred. At minimum, a refund for a non functional case would be accepted.

Regards,

******* ******
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought an otter box case for one plus 8T 5G a few months back .the purpose of buying the case was the warranty on it. The phone dropped and case cracked . I contacted the company ***** stated they no longer have the item for the phone and offer me a 15 percent discount. I explained why would I want a discount to the web site when you claim you no longer sell the case needed for the phone. I said you need to refund my money its false advertising . Its a scam . When I read the reviews about OtterBox its the same thing . There saying when people need to get the warranty honored they claim that the company no longer sells the case. If the company knows this why do they stand and say they have a warranty . It should state that in the clause . Im highly upset with this company .they insist I use the coupon to get something in the future. This is a 50 case. Shame on you OtterBox for intentionally misguiding your customers about a warranty that dont exist .
Business response
10/03/2024
Hello,
Per the Limited Lifetime Warranty. Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, “Otter”) warrants its products (collectively, the “Products”) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otter’s quality controls, unless otherwise prohibited by law.
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.
~OtterBox
Customer response
10/03/2024
Complaint: 22374137

I am rejecting this response because:

Regards,

Frances Fresella
you send me a warranty pre sent letter
when I explained that I contacted 3 people and they only offered a 15 percent discount to buy a diff item that wont be available for the phone in question . You scammed so many people about a warranty that don’t exist . Everytime someone reaches out to you . You claim the item is no longer available . Then instead of you addressing the customer you send an automatic reply. So how are you resolving my item you claim you don’t have . I bought this case because of warranty . So how are you offering me a 15 percent coupon to me so I can spend more money on an item. This is bogus and a scam to get people to trust a debit from this company then you deceive them
Business response
10/05/2024
Hello,
Per the Limited Lifetime Warranty. Otter Products, LLC d/b/a OtterBox and its affiliated companies worldwide (collectively, “Otter”) warrants its products (collectively, the “Products”) against defects in manufacturing, material, or workmanship under normal use and service for their applicable Warranty Periods, subject to conditions contained in this limited warranty. Otter does not warrant, and is not responsible for, any smartphone or other device made by anyone other than Otter. This Limited Warranty will apply only to Products purchased from an Otter-authorized dealer that is subject to and follows Otter’s quality controls, unless otherwise prohibited by law.
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. If you have a new device, we would replace your case with the equivalent model of said case. 7 years is the "limited lifetime" period, meaning that's the maximum amount of time we will warranty a product. That does not mean that we guarantee we will have product to warranty for 7 year because new products will inevitably replace older ones.
~OtterBox
Initial Complaint
09/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
29 Aug 2024, called for warranty replacement of the inner plastic contour of the Defender protective casings of the iPhone 13 pro max (x1) and iPhone 13 pro (x2). The lady who I talked to, stated that they had these were in stock, but only in black. This was fine as ours were black, which she was happy to hear, I then paid the shipping costs for the replacements.She also stated to send pictures for approval and the call ended. I then contacted my daughters and did this. But before sending all, saw in the email, that they also wanted, a handwritten dated note, beside each product, that the lady had not mentioned. So I had to call my daughters back, for them to take pictures, once more. Not a big deal, but an inconvenience.12 Sept 2024, called back, as zero news from anyone at Otterbox. The lady who received my call stated that for some unknown reason my request had not been approved. She then approved it and confirmed that the products would be sent shortly.24 Sept 2024, again, still zero communication from Otterbox, so I call them back once more. After about a half hour wait and then explaining all the above to ****, who took my call, he stated that the replacement plastic inner contours for the 13 pros are now, on back order (but of course).He now mentions that these will be back in stock between 2-4 weeks (unless there are, other issues) and that shipping to ****** is between another 5-15 business days.The conclusion is that even though I have bought myself, my daughters and my mother Otterbox Defender casings for many years now, averaging 80,00$CDN / unit, I will be looking to purchase from another company. Sadly, the a/m facts and the numerous other complaints I have read, have proven to me that management at this company do not respect paying consumers and do not care about providing not an excellent, but just a mere adequate / normal service. I am just crossing my fingers, that we finally get the replacements, before years end.
Business response
09/30/2024
Hello.

Our warranty policy does state that we may request photo's to verify your claim. Your order is on a backorder and we do quote up to 4 weeks for available inventory to get back in stock. Our Canadian shipping currently is estimated to take 5-15 business days. We cannot expedite your order as we do not have available inventory to fulfil your order at this time.

-OtterBox
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Company is not able to honor the warranty for the **********, I purchased a replacement from ****** who still has the cases in stock.The original was purchased from Otter box and the case started pealing and cracking in less than a year.
Business response
09/24/2024
Hello,

Upon reviewing your complaint, we have found that we are not able to proceed with your desired color. We have offered a color that was available for warranty replacement, however, you requested to not proceed with your warranty claim. We state under our Sole and Exclusive remedy section of our warranty statement, " Replacement with the same color cannot be guaranteed." Since we could not replace with the original color of your case, we offered to proceed with a different color of case. You denied the offer and as such we did not proceed with your warranty claim.

-OtterBox
Customer response
09/24/2024
Complaint: 22326204

I am rejecting this response because:
I requested a refund not a different product. Under the ****** Article 2, Sale of Goods, a concession does not have to accepted.
If the company cannot offer the same product under warranty, a refund should be issued.

Regards,

******* ******
Business response
09/25/2024
Hello,

We are unable to provide a refund for your request. Again according to our Warranty Statement under the Sole Remedy and Exclusions, "Replacement with the same color cannot be guaranteed." Because we have offered to replace your product with the same product, in a different color, we cannot refund you for your product. We also cannot proceed with this current warranty claim as you have requested to cancel your claim. If you wish to proceed with a warranty claim, contact customer service to place a new warranty claim.

-OtterBox
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an Otter Box S10e Commuter case from Otter Products from ****** on June 21, 2021. The case rubber is falling apart/disintegrating where the buttons are located and along the bottom. Otter Box offers a warranty for all smartphone cases for the lifetime of the product. They define this on their website (***************************************************************) as 7 years for smart phones.The website says that the warranty will either:1) repair the product using new or refurbished parts 2) replace the product with new or refurbished parts 3) replace the product with one that is similar When I contacted Otter Products, they denied my warranty saying they no longer make that case. They offered me 15% off a product on their website. I am seeking reimbursement for the purchase price of a new case from ****** (they sell them for $19.15).The fact that they manufactured the product for less than half the time of their warranty should not be my problem. Offering a discount on a different product is not only insulting but also useless to me as I don't have a different product.I tried calling to resolve the issue, but the operator told me she could offer me 30% off a future purchase. Again, this doesn't help and doesn't resolve my issue.
Business response
09/24/2024
Hello,

We are unable to assist with a refund for your purchase on ******. According to our Sole and Exclusion section of our warranty statement, " Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement." We are unable to assist with a replacement as we no longer have any available inventory of your requested product.
-OtterBox
Business response
09/25/2024
Hello,

We cannot assist with your warranty claim. Our warranty covers your specific product and is not eligible for other devices. Our warranty does state, "Otter will make every effort to replace discontinued products but cannot guarantee their availability for replacement." We no longer have inventory to replace your product. We have explored all avenues for your replacement but cannot provide you a replacement product that we no longer sell or distribute.

-OtterBox
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
hi, bought an Apple Watch protector cover it came in with no glass just a frame around the watch. I called customer service to file a return two days one time I was number 48 and about 56 minutes out and the other time I was number 27 at 58 minutes out, I cant get a hold of these people. You cannot make a complaint on their site. They move you around and you cant file a complaint. All I want is to return it thats it and get my money back.
Business response
09/21/2024
Hello,
Were so sorry to hear about the trouble with your product and the longer than normal wait times on the customer service line! Please give our CS Team a call at **************, or reach out to us via chat, and we are happy to help with setting up your return! Please have your order number available when inquiring for a return.
~OtterBox

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