Otter Products LLC

Lifeproof does perform water tests on all of our cases before releasing them for purchase to ensure they meet the IP 68 standard. We do recommend all of our customers to perform the water test after purchase and then again every 3 months to ensure all seals are working correctly. Because we cannot...

guess ever circumstance that may happen during a drop or while the case is submerge, we do not make any guarantees.  Our warranty is a manufactures warranty and we are only able to warranty products we manufacture. We have all of our warranty policies available on our website at www.lifeproof.com/policies-and-warranties, where we do state that we do not warrant, and is not responsible for, any smart phone or other devices made by anyone other than Otter. It does look like several options were given to you to assist in the matter by our customer service department. If you would like to move forward with any of the options, please give our customer service a call at 888[redacted].

Complaint: [redacted]
I am rejecting this response because: your product is apparently just a piece of expensive plastic that does not protect anything.  I do not want another one, nor will I ever.  The phone screen is damaged and needs replaced - not just the piece of plastic that you offer as "life protect."  I will make my thoughts about your company and your product to anyone who asks:  1.  it doesn't work; and 2. the company does not stand behind what its expensive product is marketed and sold to do.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are sorry if you find anything upsetting about how TWPP is marketed. TWPP, however, is a very specific program and even people who purchase a case from [redacted], for example, may not qualify for this coverage if they don't do the paperwork on time. For what it is worth, while the specifics of this exclusive partnership with [redacted] are not about to change, I will absolutely make a note in our system that you would like to see at least a different marketing approach to TWPP. That said, this does not change the fact that we cannot assist with your device. Our offer to do a third party refund on your case stands.Please let us know if you have any questions.Best,Sarah

All of our cases are water tested before they are shipped however we do need customers to continue to maintain them to ensure that the case continues to function correctly. While this is an extra layer of protection it is not a guarantee that a device will never become damaged. The warranty covers the case but not the device inside of the case. We are able to send you a replacement case of your choice for the current device or a new device but will be unable to offer any compensation for the device itself.

Complaint: [redacted]
I am rejecting this response because: you are supplying the consumer with false advertising. You claim your products are water proof, dust proof, etc. I followed the wate test instructions exactly. It's not like I jumped into a pool with the [redacted]. My daughter knocked over a plastic water bottle. Your product failed to protect its contents like you advertise. While I realize nothing is 100% foolproof, so maybe your company can retract your waterproof claim.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing. Per our limited warranty, we do not assist with any damaged devices. We do apologize if you were under the impression there was any kind of warranty on the device. Each LifeProof case comes with...

an insert that explains that we do not warranty the device. The outside of each LifeProof package, as well, has a link to the place on our website that explains the limited warranty. Here is that link:http://www.lifeproof.com/en/policies-and-warrantiesWe are happy to warranty your case if this has not already happened. We are looking through your recent incidents and are not sure which claim you may be speaking of. We are guessing it is the one from 8/12/2015. It does look like we sent a replacement out on that claim. If there is another claim, please let us know.Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We do apologize for any difficulty you have experienced.We have changed our warranty policy slightly to include a nominal Care and Handling fee. After surveying customers, we determined that the vast majority of people preferred to pay a small fee in...

order to make the processing of warranty claims move forward with fewer turn-arounds. We are definitely still happy to help you out with that warranty, though do not yet see any incident for that. Please give us a call at [redacted] and we will be happy to get that warranty rolling for you.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],I have been in contact with our Legal team, and as they are now handling you issue, we will no longer be able to help you in Customer Service.Regards,Sarah

Complaint: [redacted]
I am rejecting this response because:I can read what is written on the website. I did not file a complaint or register a problem with my case on the website because the case is not damaged. I expressed what I would like to have happen, one being reimbursement for the cost to replace my phone, the other that the packaging make very clear to consumer that the "drop protection" is exclusively for the case not the device. I am quite sure I am not the first consumer who has purchased an Otter Box expecting that it would protect my device from at least minimal drops. The customer service rep at a [redacted] Store today, actually, indicated the Otter Box offers at least some drop protection. So, with the packing as it is now, it clearly is misleading and should be changed. It is not practical to expect buyers to either read the tiny print obscurely located somewhere in the packaging or to go online to read it before they purchase the item. Your products are purchased because of reputation. That reputation has not been permanently altered for me. I had to order a new phone, I am not getting the same model so when or if I buy a cover, it will not be an Otter Box.
Regards,
[redacted]

Under our limited warranty, found at the following URL on our website: https://www.otterbox.com/en-us/warranty-full.htmlOTTER HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CONSUMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING,...

WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES.While we are able to replace the case under warranty, we are not able to replace any device inside of our case.

Complaint: [redacted]
I am rejecting this response because:
  It has nothing to do with your warranty that you only see after you open the package and cant return it. Its about false advertising on the packaging and the phone itself. The 4 proofs means nothing. This case is "warranty" proof and that's all. I can call anything waterproof as long as I don't have to stand behind it. For what this case cost me to buy and has cost me in phone repairs, I feel like I got ripped off. How can you advertise about being drop proof when you don't do anything about it. The case did not do what was promised, twice now. Your warranty can say whatever it wants, but the case, packaging, and advertising say something else.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not understand any of your responses, besides the fact your not willing to pay for my cost of a new phone that was damaged by your case. Lifeproof case destroyed my phone and does not do as advertised. Please refund the requested dispute amount.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have waited 11 days giving you guys all the holidays and even Sunday's off. I can not reach out to my "finical institution" for the fact that it's a [redacted] that my checks load onto. There's no number to call or anything. The money is still out of my account saying your company's name next to it.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are aware that the [redacted] promotion ran out of codes quite swiftly. We definitely were not trying to pull a bait and switch: the popularity of the promotion took us rather by surprise. Bear in mind, the number of 100%...

codes was extremely rare and most codes were for 10% off. I took the liberty of setting up an incident for you with the information provided, as I could not find the original one. The incident number is [redacted]. I made a note in there that we will offer you a 25% discount on your next purchase,due to the hassle you have experienced. Just give us a call and reference that incident number to apply that discount. Please let us know if you have any questions.Best,Sarah

[redacted], I am so sorry about any frustration this warranty process has caused.  I was able to find your claim in our system, no problem.  It looks like you have sent in two pictures of your Defender Series Shield stand, however, there was no handwritten information located in either of...

those pictures.  When we send our "Request for pictures" email, we ask that you include the case you own/need replaced as well has a handwritten Name, Current Date and Product code.  This is to provide proof of ownership of the case.Because of the length of time associated with this claim and because you only need the case shield stand replaced,  I am happy to get this resolved for you at this point in time. I will be placing that order for you shortly.  I do hope this restores your faith in OtterBox and provides some clarity as to what we require photo-wise and why.  Please do let me know if you have any other questions or concerns!Sincerest Regards, [redacted]OtterBox

[redacted]
[redacted]
[redacted]
[redacted]I am not able to respond to the vendor's response.  This matter is not settled nor resolved.  They sell/provide the warranty and there are warrenty laws they must abide by.  They cannot simply push it off to their 3 party company who the warranty is through.  They have a responsibility and liability to the consumer, me.

Hello, I have ordered the requested replacement case. You will receive an email with your tracking number as soon as it ships.