Looking for advice because the avenues are being exhausted.

My GF's Otterbox Defender case broke. She really likes their cases because her job is pretty active and a good case is essential. She's quickly losing patience with Otterbox though.

If you go to their webpage to submit a warranty claim her case isn't even listed. The case is listed in their store, but not on the warranty page. So we try to submit via their contact us link. Well to do so they require an order number. While you can select Amazon (where she got it) as a vendor, they won't accept her order number as valid (I'm guessing it's not in their store format). So we try calling. Except their call center is closed down due to COVID. Okay how about e-mail? Well CS doesn't have a listed e-mail and we tried the standby of identifying their e-mail format and submitting that way. No luck, bounce back.

Has anyone had a similar experience and how, just how, did you get a hold of a human being? At this point I had better luck with CenturyLink than Otterbox, which is sad.

Ordered a 16 pro and wanted my case ready for when it arrives. I ordered an iPhone 16 case from Otterbox directly and they sent me the entirely incorrect case. They are categorically unreachable by customer service - chat, email, and phone. I've always gotten them in the past, but will be certain to avoid like the plague going forward. Too much competition.

Hi everyone,

For those who care, I have an update to my broken Otterbox. I contacted the retailer who refused my warranty claim, even after pointing out thst Otterbox does give 7 years of warranty on phone cases.

I then contacted Otterbox directly who were very helpful. I got a mail back with some basic questions like phone and case model, and proof of purchase and picture of the damage.

I sent a reply back with all info on a Saturday, and on Wednesday I received a package with a brand new case! I contacted my retailer to let them know how disappointed I was with them and how well Otterbox handled this.

So all in all a happy end.

Link to the original post.