This is the conversation with Otterbox...they decide if your phone is to old and discontinue the support for your purchase, they try to buy you off with a 20% discount, oh...after you go and buy a new phone! What a crock of BS!

Junerie

9/10/2024
Operator message sent at 03:24 PM:
Hi! Welcome to OtterBox!

Please share your question below, and I'll do my best to help.

03:24 PM
Operator message sent at 03:24 PM:
Please type in your questions and we will reply here or through email
03:24 PM
Visitor message sent at 03:24 PM:
My case has fallen apart for an Galaxy S10+
03:24 PM
Operator message sent at 03:24 PM:
It looks like you have a question about warranty. What aspect of warranty can we assist you with?
03:24 PM
Visitor message sent at 03:25 PM:
Submitting a New Claim
03:25 PM
Operator message sent at 03:25 PM:
To submit a claim please visit our warranty page. Here, you'll be asked to provide photos of your damaged case to initiate the warranty claim process.
Operator message sent at 03:25 PM:
If you need any additional assistance you can request to speak with an agent in this chat, or ask another question
03:25 PM
Visitor message sent at 03:25 PM:
Chat With an Agent
03:25 PM
Operator message sent at 03:25 PM:
We're checking to see if any agents are available...
03:25 PM
Operator message sent at 03:25 PM:
An agent will be with you soon! Before we connect you, please share a few details:
Operator message sent at 03:25 PM:
What is your Email?
03:25 PM
Visitor message sent at 03:25 PM:
*******@yahoo.com
03:25 PM
Operator message sent at 03:25 PM:
Can you provide your phone number?
03:25 PM
Visitor message sent at 03:25 PM:
*******763
03:25 PM
Operator message sent at 03:25 PM:
Thanks! And what is your first and last name?
03:25 PM
Visitor message sent at 03:26 PM:
Norman Coffman
03:26 PM
Operator message sent at 03:26 PM:
Is this related to a previous purchase from OtterBox.com?
03:26 PM
Visitor message sent at 03:26 PM:
Yes
03:26 PM
Operator message sent at 03:26 PM:
What is your order number?
03:26 PM
Visitor message sent at 03:26 PM:
I don't know...it was a while ago
03:26 PM
Operator message sent at 03:26 PM:
Thank you for providing your information!

An agent will be with you soon.

03:26 PM
Operator message sent at 03:26 PM:
You can leave your email address to be notified when we reply.
Operator message sent at undefined:
Email Address
Ex: *******@doe.com
OK
03:26 PM
Visitor message sent at 03:27 PM:
*******@yahoo.com
03:27 PM
Operator message sent at 03:30 PM:
In order to provide optimal support, we will be able to view your screen during this session. By proceeding, you understand you will be sharing your screen with our live support member. You may end sharing by closing your browser window at any time, and no session data will be stored or recorded by us.
Operator message sent at 03:31 PM:
Hi Norman
Operator message sent at 03:31 PM:
I'm really sorry to hear what happen to your item. We definitely don't want that to happen. But don't worry, I'm here to assist you and make things right. Do you remember the store where you originally purchased it?
03:31 PM
Visitor message sent at 03:32 PM:
I don't see my Samson model on your replacement list?
Visitor message sent at 03:32 PM:
Samson Galaxy S10+
03:32 PM
Operator message sent at 03:35 PM:
I'm really sorry that we don't have a case for the Samsung S10+. However, as an alternative solution, I can offer you a 20% discount coupon that you can use for any OtterBox products. So once you have a new phone device, you can use it to purchase a new phone case for it. We hope this helps! To use for a future purchase. This coupon or discount is for 20% off and will not expire. You can use it with any agent, just give them your name and the coupon is available for you to use
Operator message sent at 03:36 PM:
I just wanted to check if we are still connected?
03:36 PM
Visitor message sent at 03:37 PM:
This is supposed to be a warranty item, full replacement is what I was told!
03:37 PM
Operator message sent at 03:38 PM:
I apologize for any inconvenience this may have caused. Our warranty policy covers defects in materials and workmanship, but it does not cover discontinued products.
03:38 PM
Visitor message sent at 03:39 PM:
How convenient...guess I won't buy Otterbox anymore...this is BS!

03:40 PM
Operator message sent at 03:40 PM:
I apologize if you feel that way. We strive to provide the best customer service and support possible. We are truly sorry that all cases for your device have been discontinued and we no longer have any replacements available. While we do try to keep products in stock for as long as possible, the rapid pace of technology makes it necessary to eventually say goodbye to some of our favorite cases.
03:40 PM

Visitor message sent at 03:41 PM:
Not in my opinion...your service sucks and I will definitely be telling everyone!
03:41 PM
Operator message sent at 03:42 PM:
I apologize if you feel that way. We value your feedback and will take it into consideration as we continue to improve our products and services. If there's anything else I can assist you with, please let me know.
03:42 PM
Visitor message sent at 03:43 PM:
You haven't heard the last from me...NEVER BUY OTTERBOX AGAIN!
03:43 PM
Operator message sent at 03:44 PM:
I'm sorry to hear that you feel that way. If you have any further concerns or questions, please let me know and I'll do my best to assist you.
03:44 PM