1. jqian's Avatar
    contradicting to others opinion, I have very negative experience with Otterbox customer service.
    I got my commuter case before Christmas and had concerns regarding the build quality and other issues. I emailed them immediately, but didn't get response at all. Days later I sent a followup email to inquire, but so far still no response at all.
    My last email was pretty skeptical criticizing them ignoring a customer's concerns. But they don't even care to respond.
    I understand it was holiday season, so I waited patiently enough until today to go public. Seems they are either still in holiday mood or never care to address a customer's inquiry.

    two thumbs down don't buy anything from them, you may get a good service from them if you have luck. But most of time, you are on your own.
    01-05-10 09:36 AM
  2. John Yester's Avatar
    I don't use email for companies like this... I Call them..

    888.695.8820

    You have a lifetime warranty on your case. They will be more then happy to send you a new one...
    01-05-10 09:39 AM
  3. jqian's Avatar
    I don't use email for companies like this... I Call them..

    888.695.8820

    You have a lifetime warranty on your case. They will be more then happy to send you a new one...
    but others said that they replied emails promptly. WTF?
    01-05-10 09:52 AM
  4. John Yester's Avatar
    but others said that they replied emails promptly. WTF?

    I have gotten automated responses before then a live person 24-36 later... Bu tI like a phone call so I can get more info and faster.

    PM me for a rep you can get in contact with..
    01-05-10 10:12 AM
  5. davidnc's Avatar
    I don't use email for companies like this... I Call them..

    888.695.8820

    You have a lifetime warranty on your case. They will be more then happy to send you a new one...
    Thanks for the number just in case I need it , not sure if I will need it tho. I just received my otterbox case today ,Im just not back home yet to check it out . . I think mine was the Defender case tho wanted good protection bulky wasnt a concern.
    Last edited by DavidNC; 01-05-10 at 10:35 AM.
    01-05-10 10:33 AM
  6. LeeJuly4's Avatar
    Am I the only one who smells B.S.?

    If you were that concerned you would have looked for......and found........a customer service PHONE number. Emails can get lost in a spam folder, etc. They just have never struck me as a company that would completely ignore an email like you describe.

    I have zero vested interest in this but I can't help but think some people have way too much time on their hands.
    Last edited by LeeJuly4; 01-05-10 at 11:25 AM.
    01-05-10 11:17 AM
  7. jqian's Avatar
    Am I the only one who smells B.S.?

    If you were that concerned you would have looked for......and found........a customer service PHONE number. Emails can get lost in a spam folder, etc. They just have never struck me as a company that would completely ignore an email like you describe.

    I have zero vested interest in this but I can't help but think some people have way too much time on their hands.
    not meant to be blunt, but you should have read the post in context instead of just taking piece by piece.
    Others reported their customer service is super via EMAIL. So I thought it might be more efficient for me to do the same. Actually, for your education purpose, the communication I made with them was a mix of email and online threads. They have nice looking online form to submit inquiries, and respond immediately by a robot for the acknowledgment. I went back their website to check the thread, and nobody has ever cared to input anything for over a week.

    that being said, if you smell BS, that's your brain fart.
    01-05-10 01:21 PM
  8. CipherDias's Avatar
    I'm really surprised, all feedback I have ever seen about them has been good!
    01-05-10 02:00 PM
  9. SJRod55's Avatar
    I am in Peru and found the Otterbox Service and follow up to be excellent.
    01-05-10 02:00 PM
  10. jqian's Avatar
    Ok, some updates.
    I called them as some of you suggested. I was advised that an email was sent earlier. But I never received it. Maybe it went to spam folder? I doubt so.
    While we were on the phone, another email was sent by them and guess what I received it.
    So now you judge.

    Posted from my CrackBerry at wapforums.crackberry.com
    01-05-10 05:43 PM
  11. John Yester's Avatar
    Good to hear, did they take care of you?
    01-05-10 05:49 PM
  12. jqian's Avatar
    Sort of....
    I have more than one concerns. One was addressed, the others were not.
    To be fair, it's not their fault that they didn't resolve some and they were really nice in the phone.
    I just wish they could be more responsive via emails or at least were more honest.

    Posted from my CrackBerry at wapforums.crackberry.com
    01-06-10 06:12 AM

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