Otter Products LLC

Dear ***,Thanks for reaching out to us and sorry for any delays.We do appreciate the passion of your argumentThat said, we must stress again that the case does not act as an insurance policy on your deviceWe did not manufacture your device and we do not insure or warranty your deviceAlso, we do not promise anywhere, implicitly or explicitly, that you will never suffer damage to your device or that we can assist with device repair or replacement in any wayThere is no way of knowing what small taps or dents the case and/or device may have been exposed to up to the point of damage to the device and it is impossible to trace itEven if it only took one fall, there are some very strange situations where just the wrong fall at just the wrong angle can still result in damage to a deviceWe also do not know if there may have been a defect to the deviceThe case is meant to give you extra, added protection, but it is impossible to assure that damage will never happenWe do apologize if there was any other interpretation of our our warranty works.To be clear, we are following all federal guidelines on warrantiesWarranties essentially never include coverage or replacement of third party itemsWe urge customers to also have insurance in placeWe are still happy to get that third party refund on our case along with a replacement case (any non-battery case).Please let us know if you have any questions.Best,Sarah

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.I should start by saying that [redacted] is a different company from us, so any concerns you have with their products and services need to be directed to them.If you are in possession of a LIfeProof case, we are happy to go over our warranty policy in detailPer the LifeProof limited warranty, we are nearly always able to help with replacing your case, but that warranty does not extend to the device itself.Please feel free to get back to us with any additional details we may find usefulBest,Sarah

Lifeproof claims a warranty on their casesMy case broke, and the company says they can't replace it because they don't have anymore of that model, or any other model which will fit my phone Account_Number: [redacted]

Complaint: [redacted] I am rejecting this response because: the case is not CRACKED the cover is equipped with two little plastic tabs that BREAK from opening and closing it to charge the phonethe OLD design over lapped the front of the case and worked well this NEW design relys on two small plastic tabsI had two cases in months because it is flaud and your records will show that I had this last one for two months before it broke againAnd I am surebthis is your BIGGEST complaint and reason for replacements on this new design Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:the screen protector scratched within a week of using itAfter paying $for your case, it should not scratch so quickly & when it did, it should have been replaced free of chargeI would like a refund of the $I paid to replace this subpar screen protector Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to meHowever, I reserve any and all rights against Otterbox should I not receive the refund check Regards, [redacted]

We purchased a FRE FOR PHONE [redacted] CASE from *** We were told by the salesman that the case was waterproof with a lifetime warranty and that "lifeproof would replace our phone if it was damagedThe package the phone case was in also states the the case is "WATERPROOF | DIRTPROOF | SNOWPROOF | DROPPROOF" they state on the package & the lifeproof website that with this case your phone can be "Submersible in water to feet /meters for hour, that it is sealed off from dirt, dust, & snow My husband got into the pool with the phone inside the lifeproof case in his pocketThe phone was submerged for less than a minute but now it no longer works! Now we find out that LIFEPROOF will replace the case if it was damaged but not the phone! Apparently even though they claim the case is "WATERPROOF, DIRTPROOF, SNOWPROOF, DROPPROOF" if your phone is damaged by any of these factors they still will not replace/fix the phone, only the case if it is damaged! I assure you I would n

Your product claims to protect phones from falls It did not protect our phone from a ft fall and the back of the phone cracked I tried contacting your customer support, they refused to pay for the repair of the phone ($+ tax in MN), a phone that was damaged because your product did not live up to the guarantees that you made in your advertising of the cell phone case I tried to email them again times to work this through, there was no response, they are completely avoiding and ignoring my emails You make the claim that you protect against water damage, and dirt, you claim that you protect against falls up to meters....none of this is true and no one would buy your product if they knew that you don't actually protect cell phones This is serious advertising and misleading the consumers I am sure the attorney general would love to hear about that

Revdex.com: I would like to add that I have not had the product for monthsI pre ordered it in FebruaryI did not receive it until the end of May I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.We are unable to offer third party refunds, and even if the case was purchased from us, we only offer refunds within from purchasePlease know, however, our one-year warranty is not a hard ruleIf we still have cases in stock, we are happy to keep working with you outside of that year.I am, in this situation, willing to work outside of our standard warranty with your current issueWe are happy to get you any case you like, aside from our battery caseThis includes tablet cases and cases for any other device, or the chance to move into a different series for your current deviceAll we need is the serial number off of you device: we won't even bother you with the shipping and handling fee this one time, to help you out further.Please let us know if you have any questions.Best,Sarah

Mr [redacted] , According to the supervisor you have been in contact with regarding this issue, a refund has been issued for your order We have additionally waived the typical $return fee and refunded original shipping as well Please let us know if you require additional assistanceBest Regards, [redacted] OtterBox

Dear ***, Thanks for reaching out to us and sorry for any delaysI have discussed this matter with a small group from both the support and management teams, and we have approval to offer you a $gift card to help out with your concernsTo summarize how we came to this amount: we are unable to reimburse for buying out of contractWe can, however, work from your receipt showing the purchase of the new device for $Since TWPP generally charges a $deductible on the phone replacement, we would want to subtract that amountThat would bring us to $600, rounded upPlease let us know if you have any questionsBestSarah

Dear [redacted] ,Thanks for reaching out to usWe are sorry for any delays.Per our limited warranty, we cannot assist with the deviceWhile we do extensive product testing, we cannot account for every possible chain of events that may lead to damage to a deviceAdditionally, while we do offer great added protection in most circumstances, there is not a case out there that 100% assures there will never be damage to a device under any conditionThe case is not an insurance policy, and we cannot warranty something we have not manufacturedWe do see we have cancelled that last warranty on your requestIf you like, we are happy to get you that warranty item out againWe would not charge you for thisIf you could let us know when and where you made the original retail purchase of the case, before the last couple of warranty claims on the case, we might be able to see if there are any further optionsPlease also let us know if you have any questions.Best.Sarah

Dear [redacted] ,Thanks for contacting usWe are sorry if you have experienced any distress in regards to this situation.Per our limited warranty, we cannot assist with the deviceEvery LifeProof case contains an insert that explains this as wellI have included a link to this limited warranty texthttp://www.lifeproof.com/en/policies-and-warrantiesPlease see: LIMITED PRODUCT WARRANTY and Exclusions and LimitationsThe case needs to be put together before doing the test, not tested as a closed item straight from the packaging, as it sounds like may have happenedThe water test is a key time to check for such issues as torn membranes, and it sounds like this may have not been done thoroughlyWe do test our products but it is up to the consumer to precisely follow the water test before installing each and every caseThat said, even if a water test had been conducted exactly to the instructions, there are some rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protectionAdditionally, the case does not act as an insurance policy on the deviceWe apologize if the Sprint store indicated otherwise, as it misrepresents what we are able to doWe want to assist you and we would like to remain focused what we can do for youThere is the first option, which is to warranty the caseTo do that, we need to get a standard warranty photoThe second option is one not everyone qualifies for, but we would be happy to see if you do qualifyThis option is that we may be able to get you a third party refund on the case itselfThis requires a standard warranty photo, a photo of the broken device (or invoice showing the device had to be repaired or replaced) and a photo of the original itemized purchase receipt showing the case was purchased within a year agoWe are happy to help you get us this information to us so it can be determined how we might best assist you.Please let us know if you have any questions.Best,Sarah

*On July 12,I purchased a Life Proof *phone [redacted] water proof outer boxWe received the product on July 14,After putting the phone in the outter box the phone was wet by the rain and was not protected once it got wet now my sons phone [redacted] has water damage and the company only wants to reimburse me for the case which the money was refunded to me by amazon who I purchased the box thruI spoke to a supervisor by the name of Andrew from Life Proof that's outter box company name and he informed me that they would only replace the case which cost $dollarsI spoke with insurance people thru [redacted] and they don't cover water damage that's why I purchased the water proof outer boxI feel the company needs to be responsible for their product since it didn't protect my sons phone

Dear [redacted] ,Thanks for getting back to us and sorry for any frustration you are experiencing.As stated before, it does look like you were contacting our warranty department but there apparently was so far no claim in our TWPP departmentYou do need to contact our TWPP department for further assistance, as they have different information at hand to better take care of you.The TWPP department can be reached at [redacted] .We do look forward to hearing from you so we can better process your claimWhile we do apologize you feel you have been given the run-around, it is critical that you do contact us at this number so we can best help youPlease have all information at hand when calling us so we can look your information up quickly.As stated before, that information is:Contract number: [redacted] Registration code: [redacted] Please let us know if you have any questions.Best,***

Otterbox does extensive testing on all of our Symmetry Clears series cases and the claim of No UV Yellowing is correctThe yellowing of the case may be caused from other things such as the oils from you skin, dirt, and other things the case may come in contact withWe do see that we have replaced your case on several occasions and did so making an exception to not collect our standard shipping and handling feeWe never charge for the cost of the case under our warranty and only ask for a shipping and handling to process the orderWe would me more than able to process a warranty to replace the case again for you, but would need to collect our shipping and handling fee to do so

Complaint: [redacted] I am rejecting this response because:Your company should Not advertise "LifeProof" "Unbreakable" Guaranteed cases unless they can back it up, I don't care what your policy is, I don't care what your warranty isI care that I have a very expensive BROKEN device, and a very expensive USELESS case, and my next step will be an attorney, sending people who have spent this kind of money on your product a copy of your policies is unacceptable, Lifeproof is a complete waste of money and your company is robbing people, and falsely advertising your product Regards, [redacted]

On 11/16/I bought the Lifeproof Product, FRE, Banzai phone case for my daughters Iphone **, # [redacted] from [redacted] in [redacted] in the amount of $ On 11/the phone, inside its case/sealed, was mistakenly dropped into a toilet for a few seconds The next time the phone was in need of a charge my daughter noticed that the phone would not charge On 11/29/I took the phone into a repair shop and the technician informed us that the charging port had been destroyed due the water damage The cost to replace the port was $(which we paid) On 12/1/my daughter noticed that the camera had stopped working On 12/9/I took the phone back to the repair shop and the technician informed me that the camera had been destroyed due to water damage The cost replace the camera was $(which we paid) On 1/4/I contacted Lifeproof about this problem I asked them to stand behind their product and reimburse me all of my costs (original purchase price, cost t

We can continue replacing this product for you under our warranty, if you would contact our Customer Service hotline at 1-855- [redacted] we will replace that part under warranty