Welcome to the OtterBlog!
We’ve gathered an eclectic group of fun-loving Otters from a variety of departments to bring you interesting and exciting news from the world of OtterBox and beyond. Our blog is a great place to stay up-to-date on topics of interest to our fans and customers and get a little insight into the lives of our writers.
Browse around. Meet our contributors. Ask questions. Share your thoughts. We Otters are a social bunch and we love the interaction! Enjoy!
204 Responses to Welcome to the OtterBlog!
Newer Comments →-
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Try this tip on our YouTube channel: http://www.youtube.com/otterboxtv#p/u/0/sYF7gM_YalM Please call Customer Support at 888.695.8820 if this doesn’t work for you.
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SLL says:
I echo the quality concerns about Otterbox product. I bought 2 and they are starting to split after 45 days. I have had no success in reaching customer service. I sense this is another web storefront company with no backoffice support.
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Hi there, our customer service department is running behind right now due to holiday traffic, so response times are taking about 4-5 business days right now. If you have an immediate need, please email me at socialmedia@otterbox.com and I will try to get you taken care of personally.
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Chuck says:
My experience was just the opposite! I had a new Droid X inside an Otterbox Defender and I needed to get the phone open to insert a new SD card. I found no disassembly instructions on the website. I called the 888 support number (see “Contact Us”) and in a few minutes, Ashley was helping me. She got a Defender and cracked it open while we talked and her description was just what I needed and she let me do it while we were still connected. I think there is plenty of backoffice support! Try again. Bus hours are Mountain time but 7 pm gave me plenty of time to get a human response.
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Krispc says:
There isn’t one. My new HD7 case has same issue. I thru the glass protector in the trash. total piece of junk
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If you are having issues with the screen protector, please give our customer service Otters a call at 888.695.8820 so we can replace for you
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Richard Saito says:
I use the Commuter series for my Iphone 4. Last week, during SWAT training, I was hanging from the skids of our helicopter trying to get some video footage. In mid-flight, I dropped the phone from about 100 feet up in the air. I came back on foot later on and found the phone completely intact with not even a scratch. And the video was still rolling!
That’s a helluva case. Maybe you guys would be interested in using the video as a testimonial?
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The answer is yes and we have a place for that… on our Planet OtterBox page. Here is the link, there are cool prizes for best submissions: http://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/PlanetOtterbox-Show
So glad to hear your phone survived, that is amazing!
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Don Buck says:
I placed an order on 11/11/10 and received confirmation of the order but I have yet to receive any other updates or tracking information. I have called many times with no luck of anyone answering the call or calling me back. I also sent 2 emails with no response. Can anyone help me PLEASE!!! I need a tracking number and the status of my order. Order Placed: 11/11/10
Order Number: 00133505-
We had some issues with our web store not exporting into our shipping system, our apologies! Your order has exported and should ship within the next 24 hours.
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Can you please send me a tracking number?! I am waiting on you before I can purchase new phones. Hopefully you are shipping it overnight at no additional cost to me due to your system problems. You really need to fix your Customer Support. Nobody ever answers or calls back!!!
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Hi Don, Your order shipped yesterday via overnight service. I am uncomfortable, however, in giving you tracking via this public venue because others may be able to access your persona information this way. You should have received an email confirmation with tracking, but if you did not please email me at: socialmedia@otterbox.com so I can provide you with that detail confidentially.
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Gary says:
My Defender case for my iPhone 4 has a clip that broke when placing in the holster. I sent an email to the Otterbox customer service approx 2 weeks ago and have heard nothing from anyone. Has anyone else had such problems from the company? Seems strange they would want a broken case still under warranty out in public.
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Hi Gary, our customer service center has been flooded with calls and emails recently and are behind in responding. I would recommend giving them a call 888.695.8820, you can leave a message if someone does not answer immediately and should get a call back within a business day. We are sorry for these delays and are working on putting more personnel and phone lines in place to handle your service needs.
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Arun says:
Hello OtterBox,
I placed my order for Milestone XT720 commuter case on 11/22/10 and received confirmation of the order but I have yet to receive any other updates or tracking information. I have called many times, but am always put on hold and nobody is answering the call or calling me back. I also sent couple of emails, but no replies. Can you help me out PLEASE!!! I need the status of my order and a tracking number.
Order Placed: 11/22/10
Order Number: 00154891-
I am showing your order in our shipping system. Generally orders ship within 72 hours of order placement. We have your order and it should ship shortly!
Thanks for your patience.
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Laura Flack says:
Hi -
I tried to purchase an Otterbox on 11/23. The credit card didn’t go through due to me using the wrong billing address – when I changed it, I was given an order number. Now, for some reason, it states that it is cancelled, and it states that the order was placed on the 22nd of November which is was not.Can someone call me back asap or email me? The only way I found out the order number was to go into my account – no email showed up.
Thanks.
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Hi Laura, I have forwarded your request on to our customer service department, someone should get back with you soon. We will get you sorted, no worries!
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Hi Laura, apparently we were unable to charge your card so the system automatically cancelled your order. Please call customer support at 888.695.8820 to place your order directly and we will get you taken care of!
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Hello OtterBox,
Its been more than a week since placing my order and I still do not have any updates.
The Order details continue to say,
Order Status: Being Processed
Shipping Status: Not ShippedKindly let me know the current status of my order and when I can expect the shipping to happen.
Thanks,
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Hi Arun, I would recommend contacting customer support with your order number at 888.695.8820. Alternately, please provide your order number here and I can look it up and try to provide you with an update.
Thanks!-
Hello OtterBox,
Here is my order details,
Date Ordered:11/21/10
Order Status:Being Processed
Order Number:00154891
Shipping Status: Not ShippedKindly let me know the current status of my order and when I can expect the shipping to happen.
Thanks,
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Hi again, I located your order and it is set for shipping today. We very much apologize for the delay! Your package is set to ship via International Priority, so you should have that awesome Otter protection in hand soon.
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Anthony says:
Hi there,
I have attempted to purchase an Otterbox for my XT720 on 11/25. I received the order confirmation email with the order number. When i tried to check on the order number through the website, it loads to the Order Details page but with no information in it and it states that the order was placed on 11/30/2010 in which it was not.
Can someone email me back on this whether the order is being processed or not.
Thanks.
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Hi Anthony, I would recommend that you either give customer support a call with your order number at 888.695.8820 or please provide me with your order number so I can try to assist you. Thanks!
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My Order number is 00159904. Kindly let me know on the status.
Many thanks.
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Thanks for getting that information to me, Anthony. I am looking into this now and will get back to you with additional information shortly.
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Hi again, I located your order and it is set to ship today. We very much apologize for the delay! Your order is set to ship via International Priority, so you should have that great OtterBox protection very soon!
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Great news. Thanks for the update.
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Denise says:
purchased outterbox for my ipad. had a horrible time trying to place to screen protector on. could not get the bubbles out. the instrument sent scatched the screen protector. had to throw it away. whet on you tube and they gave me some great ideas. get in dust free room, etc ……but my screen saver is ruined. how do i get a new one. will outterbox replace????
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Absolutely. Please give customer support a call at 888.695.8820 and they will get you taken care of
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Thanks for the reply. I will give them a call. I love the otterbox by the way. can’t wait to protect the screen.
Denise
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Chris says:
I would like to request a case for Samsung Focus please!
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Mark Mayes says:
Tried ordering case from your site 3 times failed with credit card & once with debit card…found out I was charged everytime. I have been waiting % days for a reply to emails….getting annoyed now. whats happened to customer service?
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Hi Mark,
Our customer support team is pretty backed up right now. If you have not heard, we recommend that you phone customer support at 888.695.8820, you can leave a message & our Otters are trying to get back with everyone within one business day. (Be sure to leave your name and phone number). If you have an order number, I can assist by looking that up. If your orders all failed, the charges you are seeing are just pre-authorization charges which should come off of your card automatically within a few days.
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Carlos Melo says:
Dear manager,
I bought a case with you guys, few months ago, see the ordering number attached!
You had a problem, with your system, that I was advised, according an email sent to me, one month ago!Then I received a track number, to follow my order with FEDEX, track number 467011249050. But It was strange and I called Fedex to know what is going on. Because there was a hold up of my order in Brazil’s custom. More than one month to received a case, this is not the first time, buying things from USA, paying via credit card.
According to the fedex’s secretary, my order came back to sender, because one personal number was missing, but if you check the fedex website, the information isn’t true. You can call then to check this situation better, because this situation was explained to Kirk, via email, but he just checked the website, and this isn’t enough to solve this situation.
What I know now, so far, my order is already payed and I didn’t received my case yet.
But I am sure that your company will solve this problem, because Otterbox reputation is memorable.
Thanks in advance.Carlos Melo
from Brazil-
I have forwarded this issue to a customer service supervisor who will investigate further. You should receive an email back from him directly in the next day or two, Carlos. I am not sure what he will be able to do if there was a FedEx issue, but if FedEx has returned the package to our warehouse, you will receive a full credit for your purchase.
Hopefully Chris will have some additional assistance for you. He is an awesome Otter!
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earl wash says:
i have a defender for a blackberry curve 9530-i dont see anywhere on web sit to order replacement screens -are they available ?thanks
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If you need a replacement screen, just give our customer support Otters a call at 888.695.8820 and we will get you taken care of!
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Hemang Desai says:
I ordered a 2nd generation ipod touch otterbox case on 12/27/10 at 5:45 p.m., and got no confirmation number or shipping tracking info. So could you please send me any confirmation or shipping tracking number please. Thank You
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Hi, I believe we have communicated via email as well. Your order did not transmit as far as I can tell from our system, so I am unable to provide any confirmation. You will need to place another order either via web or by contacting customer support at 888.695.8820 or customer.service@otterbox.com.
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Brett Patterson says:
To Who This May Concern:
My order has been “Being Processed” for a few days now… My order number is 00231713. Can you kindly check my order status? I would like to know approximately when it should be delivered.
Thanks in advance,
Brett Patterson-
Our system shows your order was received on 12/28 and is scheduled to ship today. You should receive an email later today with your invoice, tracking information will be in the attachment
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Thank you so much for your help! Have a very blessed day!
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when my order is in delivery, will a tracking number be given?
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Yes, you should receive an email with a receipt attached, your tracking code will be on that attachment
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Korey Adams says:
I Ordered A HTC G2 Commuter Series Case Tonight 12/30/10 Around 6:40PM And Did Not Get A Confirmation E-mail Or Anything. Did You Guys Get The Order?
Thanks
Korey-
I don’t see an order for Korey Adams in our system… I would recommend giving customer support a call at 888.695.8820 to place your order if our web store isn’t working for you.
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Kevin Hillard says:
Dear Customer Service,
I love my new Otterbox case, but the clip broke off of the holder. It was the plastic tab that the spring hinges on. Unfortunately, I don’t have any of the purchase paper-trail to claim warrenty. What are my choices (other than buying a new case)? It seems a shame that one little piece of plastic was the weak link that makes the holder unuseable.
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No paperwork needed, Kevin. Just give our customer service Otters a call at 888.695.8820 and they will take care of you!
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I am NOT very pleased with the otterbox team’s reliability. I ordered my otterbox on the night of December 27th. On December 30th, you told me that it was scheduled to ship that day. On Monday, I called otterbox and they told me that my otterbox would be shipped today. It is yet to be shipped. Im sorry, but this is just beginning to get ridiculous. Will you please check again for me? My order number is 00231713. And I apologize for being such a bother.
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I apologize. We had assurances your order would ship, but for whatever reason it did not happen. It is completely on us. Our warehouse re-opened yesterday evening after inventory took a bit longer than expected. We have begun shipping and I have contacted a shipping supervisor directly on your behalf.
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Thank you so much. My order is now on its way. Just waiting for an email and tracking number.
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Ryan says:
Dear Customer Service,
I placed an order on 12/29/10. I received the confirmation email with the details of my order but no tracking number. I check my order frequently but it still says that it is being processed. I would appreciate it very much if you would be able to update me on the status of my order and email me a tracking number.
Thank You
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Hi Ryan,
Our warehouse was closed for a few days for our annual inventory. They re-opened yesterday, so orders are now shipping! You should receive an email in the next couple of days from us with your receipt, your tracking information will be in the attachment.
Hope this helps,
The Otter Team
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Hi i placed a order for my ottorbox case for my ipod touch 4g on 12/31/10 yall said that yall have been closed since thursday because of the holidays but yall have been open for a while now and my order still says processing. I am wondering if the computer has not sent order to shiping warehouse. My order number is 00241829.
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Hi Timothy, Our staff was out for the holidays, but the issue you are having has to do with our annual inventory. Our warehouse staff just finalized inventory yesterday and have resumed shipping. Your order should ship shortly and your tracking information will be on your email receipt.
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Claire says:
My husband’s Defender belt clip and holster broke last month. I emailed customer service and was told a replacement would be shipped out under warranty. We were given order number SO719386 on 12/20/2010 Here it is three weeks later and no replacements and I cannot find the order status under my account online. I emailed the customer service rep that gave me the order number, but have had no response.
Thanks!
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Hi Claire, I contacted customer support and they are arranging to have the replacement shipped overnight. We apologize for the delay!
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Emma says:
i ordered a hot pink and white otter box for my iphone 4 and after bought it it never sent me confirmation email, or anything, i ordered it about a week ago. can you do anything?
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I would recommend calling our customer support team at 888.695.8820, without more info about you I am not able to look further into it… to maintain your privacy, would recommend calling our support Otters
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Connie says:
Would love to see an OtterBox for Windows 7 phone…Samsung Focus
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Kyle Baker says:
Hi,
On Jan. 7th I emailed your customer service department about issues I am having with my otterbox defender case and got a prompt reply the very next morning from a customer service rep. I emailed her back the information she wanted and asked her a few questions and haven’t gotten or heard anything back… what’s my best course of action, I really need a good case for my job and the one I have really isn’t useable in my mind. Thanks. -
Lawton says:
Hi, I ordered a Defender Series Case for my Ipod 4g on 1/14/11 and I have recived only a conformation email. I keep checking on the status of my order, it only says Being Processed.
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Hi Lawton, I would expect your order to ship out today, we try to ship within 3 business days of receiving your order. If you have questions, please give our customer service Otters a call at 888.695.8820
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My Otterbox screen has an air pocket or distortion of some type that shows up a few minutes after assembling the case over my iphone. I have talked to others who have the same problem and some who do not. What is the solution. It is very hard to see the screen because of this.