Tricked Out Accessories

Hi [redacted],We appreciate the feedback, but you purchased the case from us over 3 months ago and this query should be directed at Otterbox instead of our store.  Also, I received information that you were bad-mouthing our employees and disrupting our Saturday at the store.  This type of...

behavior is not tolerated in our stores--I understand that you weren't happy about the original information, but our employees are just following Otterboxes policy.

Complaint: [redacted]
I am rejecting this response because: I wrote a review on only 2 social media sites (yelp & Facebook)by the way. I understand there is water damage but the problem is the water damage was caused by someone in your company and you are now using it to void a warranty on multiple batteries that never worked in the first place. I received the email and responded to the company and have not received another response. They are unwilling to help solve this problem just pushing the blame and responsibility when my phone was damage while in their possession. 
Sincerely,
[redacted]

Hello there--to clarify a few things, this was on a Galaxy S5 screen repair, we didn't talk to the dad, we talked to the son. He came into the store with his friends and told us he had tried pulling his case off and in pulling his case off he pulled the screen out or the screen popped out...

and the LCD cracked as well. We did crack the corner a little more when inspecting it to see what was torn on the inside, but it was already cracked and the lcd didn't work becasue he had broke it taking his case off. We contacted our repair general manager about the situation and was advised that this wouldn't qualify under the warranty. We did offer the son $50 off (25%) of a new repair.  After we sent the son home, the next day the father came in and went ballistic on two our employees who had nothing to do with the incident.  The employees let the father know that they were authorized to do a discounted repair, but he freaked out demanding a free replacement.  We went through the proper channels and will happily replace the customers screen, but it didn't fall within our warranty parameters. We offered a service, fulfilled our commitment but the son damaged his own phone and the father expects us to fix it for free.  Abuse doesn't fall within our warranty guidelines.