I never knew Otterbox were so awkward and awful to deal with.
I bought a case from them directly which upon delivery I realised was scratched out of the box (as posted previously). I opened a return with them as you would.
Received a reply from one of their CS advising that they will be opening RMA and I’ll be able to return the item for refund but I will have to incur the return shipping cost.
That really pissed me off. Firstly they sold me an item that wasn’t fit for purpose and now they want me to pay further price to rectify their mistake.
I emailed them with picture of the damaged case (as posted on here previously). Behold received another email from different CS advisor asking for pictures of the packaging, barcode and outer box pictures with today’s date and my name. Ok thats fine so I replied back together with everything requested.
Today again i received an email from another CS advisor advising below:
‘Hello xxxxxxc
Thank you for contacting OtterBox.
In order to assist you further we have sent your request on to representatives in your region. Due to this, please note there might be a slight delay in response times. Rest assured; we are doing our best to attend your request as soon as possible. To avoid further delays, please do not submit a duplicate request. Your patience is highly appreciated, and we would like to wish you a great day!’
At this point I replied back advising can they please arrange return collection and sort out the refund.
I genuinely thought Otterbox were ok to deal with but I swear I never will buy from them again.
In my reply I pasted link to this thread to make them aware I will be posting my thoughts on here.
I don't know what the outcome of this saga will be but it has left a bad taste.
Sal
I gave up on Otterbox several years ago.
I was a diehard Otterbox fan. I used the Defender on my first few generations of iPhones, and, for Mr. Klutz, they were perfect.
By my 7 Plus, I wanted a less bulky case, as well as never really liking the built-in screen protector. So I switched to the Otterbox Commuter.
The trouble with the Commuter was that it wore through by the home button after a year. And the "lifetime warranty" requires a $10 shipping and handling charge.
Not having learned my lesson, I got the Commuter for my 12 Pro. It, too, wore out. It wore out at the bottom near where I flicked up for "Home." After the second one wore out, and wanting a Magsafe case, I went through several cases before finding the one I really, really liked - the Caudabe Sheath.
Loving the Sheath, and given the wear issues of the Commuter, I bought a second Sheath for when the first one wore out.
And now that I've upgraded to the 16PM, I still have a brand new in-box Caudabe Sheath for the 12 Pro. The first one never wore out!
Now if only Caudabe would add a CC button cover to the current Sheath, I'd be happy. (Currently I'm back on the Apple Silicone for its excellent CC button cover.)