Have you bought an Otterbox for one of your phones? They are one of the most popular cases ever sold. However, their customer service is completely unable to handle the simplest warranty issues.
I have had an Otterbox around my phones since Blackberry Storm, an ill-planned phone that never made it more than a month in my possession. So far, I have had Otterbox’s for my Blackberry, two iPhones, my iPad and my Samsung Galaxy 3.
Well, I have to say that finally one of their cases did actually break. So I called customer service to get the warranty service on the Defender for the Galaxy S3 holster and on the front part of the case that is the screen protector.
They require photographs on a template – and send the link via email. The process seems simple enough until you start sending the photographs. I take the first photograph and wait until the rep states, “Ok we have the shot and that’s good enough for us to start the process.”
Shortly afterwards, I get this via email:
“Notes from Monica:
1) Place your entire case on a standard sheet of notebook paper.
2) Draw a few arrows indicating where the damage is located. <—NOTE THIS INSTRUCTION…
3) Write down your first and last name
4) Today’s Date
5) The 4-digit product code located inside your case usually located inside a small circle/square inside the rubber part of your case.”
So I take more pictures. They kept asking for arrows drawn on the photography to identify the problem, so I drew them on the photograph through CORELDRAW so they could see the broken clip since the department seems to be visually challenged. They could not see the broken part the first time.
I upload the photo and an hour later get the following back from them: “Notes from Eli:
Thank you for the photo however we can not except digitally altered photos. We need you to write your name, date and 4-digit product code on a piece of paper. Then place your actual case on or next to the paper so the case and the written information is visible is one photo. Once we receive a photo with the above requirements we will be able to process your claim. Thank you and sorry for any inconvenience. ”
First up, learn to spell. ACCEPT not EXCEPT.
So I call again and ask what the problem is. I was told that they could not understand why I even got the response I was sent.
So I upload ANOTHER photo and then get another response:
“Notes from Alex:
Please be sure to include and clearly show your handwritten name, entire Commuter case and all other info that is requested in the template.
Please refrain from digitally altering your photo, this includes adding arrows and changing the colors of the case.
After this many hours wasted on photography and uploads and phone calls, I sent them this response:
“Are you folks DAFT?
You say to make arrows pointing to the problem and then tell me that no arrows are to be added. What the hell do you folks want? I already called twice and was told this was acceptable. If you don’t want to perform warranty service, just say so rather than making a businessman go through more freaking hoops.
I can’t wait to blog about this on my site and in my mass emails.
I can no longer refer customers to your products with this level of insanity for customer service.
Either accept the FOUR pics I have sent or get sued.”
I am beyond frustrated and will no longer recommend nor purchase any more Otterbox products until they clean up their customer service issues and either send refunds for the products they are refusing to replace under warranty or send new ones.
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