Otter Products LLC

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

I boight a defender case for the [redacted] after it got recalled I tried to return it to [redacted] and they said it wasnt in there data anymore I called otterbox today and they said they cant return it bc it was to late I got a [redacted] plus today and I was windering if I could send in my note defender case so I can geta case for it so I dont have to go out and spend another + dollars for another case I work very hard for my money just like everyone else to see otterbox do this to me is crazy ive been buying otterboxes for every signle one of my phones I got

Dear [redacted] ,Thanks for reaching out to us and sorry for any delaysWe have changed our warranty system to request a nominal Care and Handling fee to make the processing of that warranty more swift and efficientWe determined that a majority of customers would be happier paying this fee if it meant fewer turn-arounds in the warranty processWe do recognize that change can sometimes be a difficult thing, but want to impress upon you that this change is, in the long run, so we can get you your warranty with less hassleBear in mind that you still have that one-year warranty on your OtterBox, and that we are even still happy to replace any parts that we can for as long as we still have the parts availableAll that is changed is the warranty processPlease let us know if you have any questions.Best,***

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseIf the case should become damaged or stop functioning we are able to offer a replacement caseWe do extensive testing to ensure that our cases offer the most protection for our customers and their devicesBefore a case leaves our factory it is water tested and we ask that our customers complete a water test upon receiving and at regular intervals through out the life of the caseWhile we are unable to offer any compensation for the device we would be able to offer a replacement case for your current device or a different device

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: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

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]

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

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

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] ***

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

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

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

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

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

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]

Hello ***, I apologize for the inconvenience with the situation regarding your Total Water Protection Program claim After speaking with the team in charge of these claims and having them double, and triple check, the phone that was sent in for repair does not match up with the information that was included with the registration for the program At this point in time, since the information provided for the registration does not match up with the information on the phone that was damaged and sent in to us, we will not be able to repair or replace it under the Total Water Protection Program It is stated in the terms and conditions for this program that the device sent in to us must match the device that was registered in order for us to assist with repairing or replacing it The team that has the damaged phone will be getting it shipped back to you as soon as possible, and they will be sure to set it for expedited shipping as well Once again, I apologize for the inconvenience with this, and please let me know if you have any other questions Best Regards, [redacted]