Otter Products LLC

Dear [redacted] , Thanks for reaching out to us and sorry for any delays.We do have a great warranty programOur business hours are Mon-Sat, 6:AM - 9:PM, Mountain TimeYou may reach us at [redacted] during those hoursWe don't have a general inbox email, but you may also contact us through our website:https://www.otterbox.com/en-us/supportI did go ahead and set up an incident for youI am happy to go ahead and get you a fresh Commuter screen protector for the Galaxy SWe normally have a shipping and handling fee for warranties, but I can waive that on a one-time basis due to the difficulty you have experiencedTo get that out to you, I just need to verify that the contact information in this complaint is the correct information for your warranty as well.Please let us know if this will work for you and if you have any questions.Best,Sarah

Please give our customer service number a call so we can better assist youYou can reach us @ 1-855- [redacted] , and we will be more than happy to assist you in the matter

We purchased the lifeproof case on February 22, for the [redacted] ***The phone was ruinedWhen I called customer service and talked to [redacted] he asked me if [redacted] put the case onHe then asked if we did a water proof testI told him yesAfter all set and done he said there is nothing we can do about the phoneBut that he can refund the money for the caseI then let him know that the advertising for the case is because it states that it will protect it from dirt, dust, water, ice and survives dropsThe phone was not protected

[redacted] , I apologize again for the inconvenience with the situation, but we unfortunately will not be able to cover the damage to your phone As stated before, while our cases are designed to give added protection, we have no way of guaranteeing a device cannot be damaged while inside one of our cases since we do not manufacture the device itself Our warranty, which is available to the public and can be read in full at any time on our website, clearly states that we are unable to cover damage to devices under any circumstance Once again, we would be more than happy to send a replacement case under our warranty with the serial numbers from the inside of each piece of the case, and please let me know if you have any further questions Best Regards, [redacted]

Hello [redacted] , I am sorry that you never received your warranty replacementI am not sure why the original warranty order said it was delivered, but you never got the productI can see that you have reached out to our Social Media team about the issue, and they resent the warranty replacement for youYou should have gotten an order number stating the new warranty order was placedJust in case you didn't, here is your new order number: [redacted] Once this item leaves our warehouse, you should get an email with a tracking number just letting you know it's on its way Please let me know if you have any remaining questions Sincerest regards, ***

***, We appreciate you reaching out to us and I am so sorry for any frustration the warranty process may have caused youWe would be more than happy to provide you with a warranty replacement for your case I was able to find a claim associated with your email address It appears to be for the Galaxy Note Defender case The only photo attached is one with up-close product information (the stamping from the inside of the rubber case layer) This is great information but not quite what we need to supply a warranty replacement We will need a photo of the full case accompanied by your handwritten information (name, current date and product code) This handwritten information next to the case provides us with proof of ownership as well as proof of case damage I will re-send our request for photos which clearly outlines the information we need in the picture as well as directions on supplying the picture You did mention you purchased the case directly from us If the picture is too difficult for you to provide at this point, I would be happy to make an exception and use a previous order number to find that purchase I did try looking up purchases under your email address and was unsuccessful in finding anything so we would need another email, First/Last name or order number to search by Again, as soon as we get any of this information, we can accommodate that warranty replacement! I do hope this clarifies the picture request process a bit!Sincerest Regards, [redacted] OtterBox

Revdex.com:While I am not happy with the outcome of this interaction I feel I have no choice but to accept the offer forwarded by Otter BoxThis in no way compensates my family for the financial losses incurred by the products inability to perform its advertised function.I realise, that Otter Box admitting fault would render the company liable for a number of similar cases and the cost of a lot of new phones would fall on their businessI understand this would not be good business practice for you.Whilst my daughter is devastated that the [redacted] she spent years saving up for will not be replaced, she has learnt a valuable lesson, not to trust dubious advertising claims of protection for something that she values so muchI have browsed through the selection of products on your website and have decided to claim the [redacted] Agility Keyboard Portfolio + Shell in black leather as my compensation with shipping and handling costs covered by Otter Box.If you require any additional shipping information please contact me Regards, [redacted]

I am sorry for the frustrating experience that you have had with our warranty systemI am happy to send out a free replacement case for youI will need you to send me a picture of the case so that I can ensure the correct replacement is sent to youPlease send the picture of your case to [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.While the case does say shock proof, that is in no way a guarantee you will never experience damage to your deviceWe do extensive testing on our cases, but we have no way of tracing what happened or if the case was properly installed at all timesFurther, as stated before, the warranty does not extend to the device itselfAs an analogy: you may buy a freezerThe freezer manufacturer may advertise that the freezers keep food coldA customer may experience their food thawing in that freezerThat does not mean the freezer company is falsely advertising their product, as there are too many factors in how that failure may have occurredIt also does not mean the freezer company is obliged to refund the customer for the spoiled food in the freezerManufacturer warranties are only for the product the manufacturer madeWe stand by our offer to refund you for the case.Please let us know if you have any questions.Best,Sarah

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted] ***this is only part of the satisfactory.But most important fault advertisement they claimed to be water proof and the case was notthey stated how good a quality they are and such when they really not

Dear [redacted] , I am very sorry to hear that your case did not perform as expectedWhile we are not able to repair or replace your device, we would be happy to refund the original purchase price of your caseTo complete your refund, we will need the following documentation: 1) Standard Warranty Case Photo:• Your entire case, including parts that are not damaged• Any design or pattern on your case, such as camouflage• Your handwritten name, current date, and signature• The Serial number or product code found inside your case 2) Damaged Device Photo:• Damaged phone or tablet• Your handwritten name, current date, and signature3) Purchase Receipt or invoice:• Purchase date (within the last months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current datePlease reply to this email with any additional questions or concerns, or with the necessary documentsThank you!Stephanie

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I reject the company's offer because I tested the product before putting my phone in itNo water got in the case when I tested before puttingAfter I put the phone in the case n the case got wet so did my phone

[redacted] , Thank you for contacting usI am sorry to hear about the damage to your deviceI understand this can be a frustrating situationWe are only able to warranty the products that we manufacture, because we do not manufacture the device we are not able to cover it under our warranty All of our products have been designed and tested to meet IP-ratings for waterproof protection, and every case is water tested to confirm it is functioning correctlyWhen a case is used overtime this can effect the seals and waterproof protection of the case, this is why we recommend that you water test your case after any drops or shock is experienced and every monthsWe would be happy to replace your case under warranty if it is not functioning correctlyPlease let us know if you have any additional questions ***

[redacted] I appreciate the help however this solution is not acceptable being I have to either repair or replace the phone due to the damage their product causedI don't feel I am being unreasonable wanting them to cover the damage their defective product causedThe total amount of the repairs in addition to the reimbursement for the defective product I feel is the right thing to do [redacted] [redacted]

Dear ***,Thanks for getting in touch with usWe apologize for any distress this may have causedWe normally are not able to process a refund on a case outside of daysDue to the extreme dissatisfaction you have experienced, I will allow we can get that processed for youHowever, we do need a couple of things from you.Upon acceptance of this offer, I'll send and email with more detail from the original incident.What we will need is:1) Standard Warranty Case Photo along with 2) Damaged Device PhotoWe can see the original order, [redacted] , in our systemPlease let us know if you have any questions.Best,Sarah

Dear ***,Thanks for letting us know your color selectionWe are absolutely happy to help you with getting the correct case and in any solid color you likeWe are not totally sure what color you may be referring toWhat I can do is send you an email from the incident and we can work out those detailsWe also still need those photos as requested.Please let us know if you have any questions.Best,***

In response to the comments from Lifeproof I have attached the photo of the damaged phone and some of the numerous Lifeproof cases that have failedI would like to restate that I am seeking a refund for the Lifeproof Fre for [redacted] and the Lifeproof Nuud for [redacted] **.Thank you, [redacted] *** Attachments areaPreview attachment image1.JPGImageimage1.JPG

Complaint: [redacted] I am rejecting this response because:the wording in the ad and guarantee on the outside of the boxThe conversation of the salespeople in the stores about the productThe complaints on line from other unhappy and dissatisfied customers who have had the same problem and loss as we haveThe product is not waterproof as they advertise Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any distress you may have experienced.We can see you purchased the case from us back on October 3, While we are outside of the day return period on the case, we are happy to assist you in the form of a warranty on the case While we do understand that you may not have experienced any damage to the case itself, we still would be very happy to replace the whole case through a warranty claimPlease let us know if this is something you may like to do and we can assist you in getting that process rolling.Please let us know if you have any questions.Best,***

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to assist with devicesThis limited warranty is stated on an insert on each caseLifeProof packages also generally have a link to the place on our website that explains the limited warrantyHere is that link:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe still may be able to get you a refund on your caseWhile not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:This is what we need:1) Standard Warranty Case Photo: Your entire case, including parts that are not damaged Any design or pattern on your case, such as camouflage Your handwritten name, current date, and signature The Serial number or product code found inside your case 2) Damaged Device Photo: Damaged phone or tablet Your handwritten name, current date, and signature (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) Purchase Receipt or invoice: Purchase date (within the last months) Case or product that was purchased Purchase price Retailer contact information, including phone number Your handwritten name & current datePlease let us know if you have any questions.Best,Sarah