Otter box watch case warranty/refund

[Tetty89]

I ordered myself an Otterbox Apple Watch SE case in October 2020 and it broke in June 2021. I contacted EE who advised that they would replace it, due to it being under warranty for 12 months. The new case has broken again, today the front just totally fell off. Honestly, it was a bit of a nightmare trying to get the replacement last time and it will probably be the same again. Otterbox do not cover warranty claims as it was bought through EE. Does anyone have any advice please - whether it be an email address that I can use? Ideally I would like a refund and not a replacement as I have now had 2 cases break.

Thanks

[James_B]

Hi @Tetty89,

Welcome to the EE Community. 🙂

Please get in touch with Customer Care to process your warranty claim. They'll be happy to help.

James

[Tetty89]

Hi @James_B ,

any idea of which topic to choose for the live chat? Or which option to choose when I’m on the phone? Also, what is the quietest time to call? I have rang several times today and given up after at least 20 minutes each time? 

Thanks

[mikeliuk]

Hi @Tetty89 ,

I recommend that as soon as the lines open is usually the quietest time for service providers.

I typically allow 45 minutes to speak to someone and typically am doing something else such as cooking, having breakfast, or reading as I wait using speaker phone.

It sounds like the warranty ran out in Oct 2021 and would not have been extended by the replacement. The value of the product would need to be relatively high for a claim of faulty goods to succeed, or it would need to be unreasonable for that item to have reached the end of its useful life at this time.

https://www.gov.uk/consumer-protection-rights

https://www.which.co.uk/consumer-rights/shopping/faulty-goods

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods...

https://www.citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter...

https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/Problems-with-goods---let...

[James_B]

Hi @Tetty89,

Please select option 1 for mobile phone queries.

Thanks

James