Customer reviews from otterbox.com
OtterBox - Symmetry Series Case for iPhone 12/12 Pro - Black
Average customer rating
3.6
(85 Reviews)
Rating breakdown 85 reviews
5 Stars
40
4 Stars
9
3 Stars
13
2 Stars
11
1 Star
12
62%of customers recommend this product.
(
45 out of
73)
Customer Reviews for OtterBox - Symmetry Series Case for iPhone 12/12 Pro - Black
Posted by: josh
Verified Purchase:Yes
Actually horrible. First time I dropped it with this case the back shattered
No, I would not recommend this to a friend.
Response from otterbox.comBy OtterBox, Customer Service Support, February 16, 2023
We're sorry to hear about your damaged device. Our Symmetry Series cases are protective, but some variables can't be predicted. We're happy to send a new OtterBox under our product warranty, but we are unable to extend our warranty to the device itself, as we are not the manufacturer. Give us a ring at 1-855-688-7269 with any questions or if you'd like a new case.
Kindly,
OtterBox Customer Service Support
Kindly,
OtterBox Customer Service Support
Written by a customer while visiting otterbox.com
Customer Rating
1
Cracked screen after 2 weeks of use.
on January 13, 2023
Posted by: James
I purchased a new phone two weeks ago and placed a screen protector and this case on it immediately. The phone has not been dropped to any sufficient degree and there are no impact marks on the screen, yet my 2 week old phone screen is cracked. My last phone was 6 years old and never had a crack. Why bother if it won't protect?
No, I would not recommend this to a friend.
Response from otterbox.comBy OtterBox , Customer Service Team , January 18, 2023
Your discouragement is of course understandable, and we are truly sorry to learn of the damage your two-week-old iPhone's display somehow sustained while covered by the Symmetry Series case.
We genuinely put forth every effort—from design and materials to manufacturing and post-production testing—to ensure our cases will provide the best protection available to help limit the potential for such discouraging outcomes; but unfortunately, any given incident is still subject to a variety of unique dynamics that are at times beyond our control and prevent us from being able to eliminate all exposure to risk.
Our warranty won't be able to help with any device repairs, though we would very much like to get you set up with a new case, and potentially a new screen protector if the one you were using was also an OtterBox product, for use once that has been taken care of. Please feel welcome to give us a call at 1-855-688-7269, and we'll be glad to assist you further.
Warmly,
OtterBox Customer Support
We genuinely put forth every effort—from design and materials to manufacturing and post-production testing—to ensure our cases will provide the best protection available to help limit the potential for such discouraging outcomes; but unfortunately, any given incident is still subject to a variety of unique dynamics that are at times beyond our control and prevent us from being able to eliminate all exposure to risk.
Our warranty won't be able to help with any device repairs, though we would very much like to get you set up with a new case, and potentially a new screen protector if the one you were using was also an OtterBox product, for use once that has been taken care of. Please feel welcome to give us a call at 1-855-688-7269, and we'll be glad to assist you further.
Warmly,
OtterBox Customer Support
Written by a customer while visiting otterbox.com
Customer Rating
1
Shattered Back Glass
on December 29, 2022
Posted by: snipguy2
I have been using OtterBox products for as long as our family has had iPhones, but this particular model failed in a way I’ve never experienced before.
I’ve never had any major impacts or drops since my new device arrived in July. I took my phone out at a social event only to have a friend point out the back camera square of glass shattered. Startled, I removed the case to find the back glass was completely broken into small pieces.
The scary thing is that it was only due to daily use. Case was never removed since purchased, yet I now have broken the back glass, which I didn’t even know was possible.
Frequently the case corners would be popped off the sides and wouldn’t fully wrap around the phone when I pulled it out of my pocket after sitting in the car or the office. Also, I am out a hefty deductible on insurance for yet another replacement.
Unfortunately, I cannot recommend this product or the similar Symmetry models.
I’ve never had any major impacts or drops since my new device arrived in July. I took my phone out at a social event only to have a friend point out the back camera square of glass shattered. Startled, I removed the case to find the back glass was completely broken into small pieces.
The scary thing is that it was only due to daily use. Case was never removed since purchased, yet I now have broken the back glass, which I didn’t even know was possible.
Frequently the case corners would be popped off the sides and wouldn’t fully wrap around the phone when I pulled it out of my pocket after sitting in the car or the office. Also, I am out a hefty deductible on insurance for yet another replacement.
Unfortunately, I cannot recommend this product or the similar Symmetry models.
No, I would not recommend this to a friend.
Written by a customer while visiting otterbox.com
Customer Rating
1
Does not protect back of phone
on December 12, 2022
Posted by: Jason
My phone slipped off of my desk onto my hardwood floor and landed face down. This is a fall of about one meter. The screen is fine, but the entire back of the phone is shattered. It's covered by insurance, but I still owe a hefty deductable. And I will also need to buy a new case on top of it! Now I'm in the hole hundreds of dollars, I've used otterbox for years and nothing like this has happened before.
Response from otterbox.comBy OtterBox, Customer Service Team, December 16, 2022
Very sorry to hear of the altercation between that hardwood floor and your iPhone/case combo. Although distance can certainly play a role in an outcome such as this, any given incident is also subject to a variety of other unique dynamics that be a factor as well.
We regret that our warranty won't be able to help offset any costs associated with your deductible, though we would very much like to get you set up with a new OtterBox for a fresh start on that side of things. Please feel welcome to give us a call at 1-855-688-7269, and we'll be glad to assist you further.
Kindly,
OtterBox Customer Support
We regret that our warranty won't be able to help offset any costs associated with your deductible, though we would very much like to get you set up with a new OtterBox for a fresh start on that side of things. Please feel welcome to give us a call at 1-855-688-7269, and we'll be glad to assist you further.
Kindly,
OtterBox Customer Support
Written by a customer while visiting otterbox.com
Customer Rating
1
Not good for your phone at all
on November 9, 2022
Posted by: Eric
I love otter box but I am very sad to say that I do not like this case. One of my otter box cases cracked so I decided to use my warranty but the case I had unfortunately sold out. I then chose this case because it looked very similar, but I found out on my own that it protects my phone very differently. Within the first two days of using this case my phone slipped out of my hand at waist level, shattering the back of my phone. I am now back to using my old broken otter box case as I do not trust this case at all.
No, I would not recommend this to a friend.
Written by a customer while visiting otterbox.com
Customer Rating
3
Broken Phone
on September 29, 2022
Posted by: Ally
I have been using this case for 9 months, my phone slipped out of my hands and landed face down. My screen doesn’t have a scratch but the entire back of my phone shattered. It wasn’t a far fall, and I’ve had great success with this brand for years. I would suggest a heavier duty case than this style though.
No, I would not recommend this to a friend.
Response from otterbox.comBy OtterBox, Customer Service Team, September 30, 2022
We are so sorry to hear that your iPhone sustained such damage to its backside during that seemingly mild spill while covered by the Symmetry Series case.
Distance can certainly be a factor when it comes to whether or not a device is compromised, however, the amount of force and angle upon impact are just a few of the other things that can play a role as well. And although we put forth every effort—from design and materials to manufacturing and post-production testing—to ensure our products will offer the very best protection available to limit the potential for such discouraging outcomes, unfortunately, any given incident is still subject to a variety of unique dynamics which are at times beyond our control, and we are unable to guarantee that all exposure to risk will be eliminated.
Our warranty won't be able to help with any device repairs, but we'd very much like to get you set up with a new OtterBox for a fresh start on that side of things. Just give us a call at 1-855-688-7269 and we'll be glad to assist you further.
Warmly,
OtterBox Customer Service Team
Distance can certainly be a factor when it comes to whether or not a device is compromised, however, the amount of force and angle upon impact are just a few of the other things that can play a role as well. And although we put forth every effort—from design and materials to manufacturing and post-production testing—to ensure our products will offer the very best protection available to limit the potential for such discouraging outcomes, unfortunately, any given incident is still subject to a variety of unique dynamics which are at times beyond our control, and we are unable to guarantee that all exposure to risk will be eliminated.
Our warranty won't be able to help with any device repairs, but we'd very much like to get you set up with a new OtterBox for a fresh start on that side of things. Just give us a call at 1-855-688-7269 and we'll be glad to assist you further.
Warmly,
OtterBox Customer Service Team
Written by a customer while visiting otterbox.com
Posted by: Robert
Verified Purchase:Yes
Very sturdy yet slim design that I like. Will stand up to a drop and not break your phone.
I would recommend this to a friend!
Written by a customer while visiting otterbox.com
Posted by: Anonymous
Verified Purchase:Yes
This customer did not provide a text review.
Written by a customer while visiting otterbox.com