Title pretty much says it all. I bought an Otterbox Defender case to protect my phone when I am out at jobsites or working outdoors when I want extra protection for my phone. I’ve had the phone about three weeks and have used the Defender case a total of three days at the most- usually I have my iPhone in a slim leather case.
Monday I noticed some kind of smudge mark on my iPhone’s screen- I attempted to clean it off but it would not come off. I tried some car wax to try to polish it off- but it did nothing. I could not figure out what would cause the mark- until I looked at the Otterbox case. On the front piece of the Otterbox case is a thin membrane material that covers the home button- exactly the same size as the marks on my iPhone’s screen. This material is not flush with the case, so it rubs against the screen and apparently will damage the protective coating on the screen.
I emailed Otterbox some photos and a summary of my issue but received no response. So I put up a video showing the issue- shared my frustration on twitter and got a few responses from folks that have had the same problem.
Otterbox has yet to respond to my email. I did get a response from @OtterboxCS on Tiwitter- “Unfortunately as we are not the device manufacture, we are unable to provide a warranty or replacement on the device itself.” Translation- “Buzz off”.
Needless to say I will never purchase anything from Otterbox in the future. The crappy design of this case made the damage to the screen inevitable. Otterbox not taking 2 minutes to respond to my email, only using a canned twitter reply to deal with my complaint is enough to tell me they could care less if I am happy. The irony is I purchased their case to protect my iPhone- yet their case has managed to permanently damage my new iPhone’s screen in just a few days.
The customer service folks at Otterbox didn’t have time to respond to my email, however they did take time to look me up on linkedin: