Otter Products LLC

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

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

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 [redacted] ,Thanks for reaching out to us and sorry for any delays.We are generally only able to offer a waiver on the warranty fee on a one-time basisDue to the frustration you are experiencing, we are willing to waive that one last timeI will go ahead and place that order for you, but bear in mind that moving forward we will need to ask for that fee, as well as some additional information on your case, such as the serial number and possibly even photos, for the sake of our quality team, if you continue to experience the same issue.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because:This product is not waterproofThe complaint is for the advertising of the product Regards, [redacted] ***

Our goal is to make the best case to protect our customers device in any situationWhile we do our best to make a case that provides the most protection we are unable to test for and protect against every circumstance Each of our cases is water tested before it leaves our warehouse and must pass the test in order to leave the warehouseThe water test that we perform is the same one that we ask our customers to perform to ensure that the case remains functioning correctlyThere are detailed instructions in the pamphlet provided with your case however the water test does include submersion for thirty minutesIn the pamphlet provided we outline several instances in which we recommended retesting your caseA few examples would be after any significant drop, contact with salt water or before planned water useI am sorry for the frustration however we are unable to help with the deductible for your deviceI am able to help you receive a replacement case at any time

I bought the [redacted] and a brand-new OtterBox Symmetry case a month ago I was just walking today and dropped my phone and it didn't protect it at all it didn't absorb the shock at all and when I called OtterBox all they offered me was if I can find my receipt they would refund me this is ridiculous the box says certified drop + protection but it couldn't survive falling two feet out of my hand when I asked them what the drop plus protection that is advertised on the box was they just told me that just says that we've tested it that's all that meansI said no it says I've got drop plus protection and it says it's certified so someone is falsely advertising this protection that doesn't exist

Complaint: [redacted] I am rejecting this response because:I don't need another caseI need reimbursed for what I had to pay to replace the phone damaged by the case not doing what it was described to do If the case had done its job the phone would not have a shattered screen The company needs to stand by its product claims or quit making those claims.If nothing else I would at least want a refund of the $plus tax I paid for the case Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.I did go ahead and send those cases out to you without a shipping and handling feePlease understand this is the absolute last time we can make such an exceptionIt is true that this fee was not in place back in SeptemberThat said, we did put this in place for customer satisfactionas the majority of customers preferred a nominal fee to get warranties out in exchange for one-touch servicePlease let us know if you have any further questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your case and our warrantyOur case adds an additional layer of protection to any device however it is not a guarantee that a device will never become damaged We complete a water test before the case leaves our facility and we ask that our customers complete a water test when the case is receivedWe do ask that additional water tests be completed throughout the life of the case to ensure that it remains waterproof Our warranty does only cover the case not the device inside of the caseTo see our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.htmlIn this instance we are willing to go outside of our warranty, which is generally only for a replacement case of the same case that you currently own, and offer a refund for the caseTo process a refund for the case we will need additional informationIn addition I will forward all of your observations and concerns to our marketing team for evaluation

We recommend any Alpha Glass screen protectors be installed while the case is not on the phone, and have heard complaints from people who attempt to install the glass incorrectly resulting in the product failing after only a few daysUnder our warranty we are able to replace your damaged product upon collecting a $4.99+tax shipping and handling fee to get the case sent out to your addressIf you would like to replace the case under warranty, you can do it on our website at: https://www.otterbox.com/en-us/warranty-claim or by calling our customer service hotline at 1-855- [redacted]

Ordered Symmetry Case for *Phone * on 10/13/(order [redacted] )Received case and decided I would rather have a different caseReturned the case on 10/31/(incident [redacted] )Then ordered Pursuit Case for *Phone [redacted] on 10/31/(order [redacted] )After receiving Pursuit case I put it on my *Phone and within a week the seal around the screen perimeter was coming unglued and sticking out onto the screenContacted Otterbox via email regarding issue (incident [redacted] )They sent me a replacement case - which developed the same exact problem within a days of putting it on the phoneContacted Otterbox via telephone on 11/because I had still not received a refund on my initial case order of the Symmetry case and because I was unhappy with the current Pursuit case which was clearly a product design issue causing the seal to come ungluedI spoke with Conner and he told me that regarding the first return, that they had just received the product return the day I called (it took a

[redacted] Please update the record for complaint # [redacted] to indicate that “Consumer is satisfied with company’s response Discount has been applied, and misleading verbiage has been clarified.” Thank you for you assistance, Revdex.com! Regards, [redacted] ***

It sounds like there was an error processing your claim, please give our customer service hotline a call at 1-855- [redacted] Monday-Friday between 6am and 9pm MST and we would gladly send you a warranty replacement for your product

Currently our warranty is for replacement not refundWe are able to help you receive a replacement for the same style case or a different style caseWe do try to make our cases as durable as possible and are happy to offer replacements as long as the product is availableWe would also be able to waive our standard shipping and handling fee

I have ordered the requested replacements with express shippingThe pink case is currently back orderedIs there another color your daughter would be interested in? If not we can certainly wait for the product to become available

I purchased an Otterbox for my [redacted] years ago and it was advertised as "Lifetime Warranty"My Otterbox needs replacing, the rubber falls off and the plastic clips that hold the otterbox together have all broken from regular wear and tear I see now that Otterbox has changed their warranty to only year I decided to call them and see if I could get a new one and the lady one the phone said they no longer make the Otterbox for my phone I informed her that Otterbox has them for sale on [redacted] for $and they should back their lifetime warranty She declined to honor the Otterbox warranty

Hello [redacted] , I am sorry to hear that your son's phone was water damaged while inside a LifeProof case Under our Limited Product Warranty, we would be happy to replace the case for you, however, this warranty does not cover damage to a device at all Our warranty is limited to products that we manufacture, and since we did not manufacture the phone, we are unable to cover any damage to it It is also stated in our warranty that we are unable to cover damage to a device under any circumstance If you would like to read our full warranty, you may do so at the following website: http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY As before, we would still be happy to replace the case free of charge under our warranty, we would just need the serial numbers from the inside of each piece of the case As an alternative to replacing the case under warranty, we instead could offer a refund for the purchase price of the case, as long as we could obtain a photo of the purchase receipt The receipt would need to show when the case was purchased so we can see it was purchased within the last year, where it was purchased, that it was a LifeProof product that was purchased, and the purchase price of the case We would send this refund out in the form of a check made out to your information, and it would only be a refund for the purchase price of the case meaning it would not include any taxes or anything else that was paid for Once I get the receipt, I can proceed with the refund While this will not cover the full cost of replacing the device, it can be put towards the replacement cost Best Regards, [redacted]

My nephew [redacted] bought an [redacted] on February 28, at Verizon We asked about insurance on the phone, and the clerk told us that if we bought a $Lifeproof case we could get waterproof warranty Since a family [redacted] had been damaged by water, [redacted] bought the case It was very expensive, and it cost him $which he had spent a long time working to earn The afternoon of the sale, we went on line to register the case and sign up for the waterproof warranty We submitted the sales receipt from the sale--which included the phone's unique serial number We were told the phone warranty was registered We never expected to have to use it We had a lot of trouble with the website registering the warranty--we kept getting kicked off and having to start from scratch--but we persisted until we received an okay for the warranty Unfortunately, the case cracked, and on a school outing, water damaged the phone We tried a home remedy first--keeping it in rice to dry out This di

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The test was done prior to putting it in the poolIt is very disappointing that you would expect some to accept a replacement of a case that didn't work the first time, and the damage to the IPOD is doneIf your product is defective and caused harm, you should pay for that replacement of such an itemIn addition, your packaging is fraudulentIt presents itself as providing protection when in fact it doesn'tI will continue to market against this productYou should change your wording in the near future, so honest customers won't entrust your product to protect what is most precious to them