Otter Products LLC

Dear [redacted] ,Thanks for reaching out to us and sorry for any confusion.The reason we need either a photo of the device or an invoice from your carrier showing the device needed to be repaired or replaced is because we need documentation that the device was damaged in the first place in order to offer a third party refund on the caseWe cannot pay any sort of deductible on the repairWe do hope this clarifies thingsWe basically need a photo of the case, one of the two options for evidence of a damaged device, and a photo of the itemized receiptPlease let us know if you have any questionsBest,Sarah

While we are unable to issue compensation for the damage on your device, we could replace the case under warrantyAs the case had been dropped into a puddle it is possible that the impact caused water to be forced in through a seal, or the impact caused the case to crack letting water inWe stand by our product, and would be able to send you a replacement for your damaged case

Dear [redacted] ,Thanks for reaching out to usWe are very sorry for any delays that we may have causedIt does look like we dropped the ball as far as your warranty is concerned, and that you did provide all the information we asked for in that first photoMoving forward, we will work to be more diligent about such details in order to avoid needless turn-arounds, and will do any needed coaching on the matterPlease let us know if we may be of further assistanceBest,***

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to assist with a damaged devicehttp://www.lifeproof.com/en/policies-and-warrantiesPlease see:LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe can, however, warranty the case itself, though we are not seeing a recent claim from youPerhaps it was under another person's name and email address?Any additional details you can get us would be appreciatedPlease let us know if you have any questions.Best,Sarah

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]

My otterbox failed within the first year When I called Otterbox they sent me a replacement part (not the entire case) Otterbox also charged me $for shipping Upon receiving the package I weighed it and found it weighed ounces Retail first class shipping from Fort Collins CO to my Minneapolis address is less than $ Otterbox is profiting on defective merchandise I also have the original packaging and literature Nowhere on the package or inside is a statement of warranty Under State and Federal law a warranty and any limitations must be clearly and conspicuously stated on the package or point of sale Otterbox is violating laws as they apply to warranties and profiting on them also

Dear [redacted] ,Thanks for getting in touch with usWe do apologize for any distress you may have experienced.First, we cannot find your previous incident in our system under your name and email address: was it perhaps under someone else's contact information?Second, we do want to reiterate our policyPer our limited warranty, we do not warranty devicesWe try to make the best possible product we can, but there are many factors that can go into a device breaking, and no case can 100% assure this will not happenWe do not have any statements on our packaging to the contrary.That said, we are happy to help you with a warranty on the case itselfI am not sure if you have gone forward on this offer yet, but if you have not, we are happy to get that process rolling.Please let me know if you have any questions.Best,***

Dear [redacted] ,Our apologies for all the distress this has caused you! That is not the experience we want our customers to have.What I would like to offer you is a 25% credit on your orderIf that is satisfactory to you, please reply back to let us knowThank you,Stephanie

Dear [redacted] ,Thanks for contacting usWe are sorry for any delays.Per our limited warranty, we are not able to assist with any deviceThe terms of the warranty are included in an insert that comes with each and every Lifeproof caseThe case is not an insurance policy, and we are not able to warranty something we have not manufactured Our cases do give you great waterproof protection under most circumstances, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protectionWe are able to do a warranty on your caseSome people qualify for a third party refund on the case, and we can look to see if you mightFor the first, we need a standard warranty photoFor the second, we need a standard warranty photo, documentation of the damaged device, and an original purchase receiptThis would be in lieu of the warrantyPlease let us know if you have any questions.Best,Sarah

My case fell apart and I emailed them to get a new caseI was emailed I would get a case in 3-weeks due to it being on back orderI then received another email saying I would not be receiving another caseI then had numerous emails go unanswered, so I posted on their [redacted] , which they then blocked me from posting onI was made to feel like a liar, and I'm not sure why they didn't honor their committet of replacing my case, when someone from their company told me that they would I even sent them a copy of the email showing one of their reps telling me I would get a new case soon

Complaint: [redacted] I am rejecting this response because:I am sad promotion of product did not live in tune as describe by store employee and your companyAt minimum I would expect the I paid since apparent warranty discrepancy has taken place Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: It doesnt seem we are going to come to a solution that is mutually acceptableI am not happy with the replacement of the case since, once again, I have no working [redacted] to put in it Regards, [redacted] ***

Dear [redacted] ,Thanks for getting in touch with us and sorry for any delays.I did reach out to our TWPP Department to look further into your issueI am not finding anything under the information providedIf you could get us your claim number, contract number, original registration number and/or the phone number you originally filed your TWPP claim under, we should be able to get some more information for youPending what we can find out from that department, we can look further into what we might be able to do to assist youWe can almost always help you out through our standard warranty system to get you a new case if TWPP coverage is no longer in placePlease let us know if you have any questionsBest,Sarah

Hello ***, I am very sorry to hear that your phone was damaged while inside the LifeProof case Under our Limited Product Warranty, we are able to replace damaged or defective cases free of charge, however, this warranty does not cover damage to devices We are unable to cover damage to a device that was in one of our products because we cannot control everything that may happen to a phone and/or case, and our warranty also only covers products that we manufacture Since we do not manufacture your device, we are unable to cover any damage to it It is stated in our warranty that we are unable to replace the device or reimburse the cost associated with replacing the device under any circumstances Our full warranty can be found at the following website: http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY I am seeing that we have already sent you a replacement case free of charge and it is currently on its way to you, so at this point in time, we have done all that we are able to for you under our warranty So, as stated before, we are always more than happy to help with a new case replacement under the warranty, but we are unable to cover damage to devices Best Regards, [redacted]

Dear ***,Thanks for getting back in touch with us and sorry for any continued distress.We do test our products extensively, but there is no case out there that can 100% assure you will never experience damage to your deviceWe, additionally, do not use the word "guarantee" on any of our packaging, and we do see how this word could be confusing if it was usedA split second of oversight of a rip or tear in the case before entering the water, to use one example, is one possible scenario that may lead to a damaged deviceIt is impossible to retrace every second in the life of the case and the device to determine what may have happenedWe do still want to see what other options are possible, but we do need to find your original incidentIf you have an incident number or the email you gave us when you called, we should be able to find thatSome customers do qualify for a refund on the case, but we don't have enough information to see if that is a possibility in this situation.Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for letting us know about your new photos and sorry for any delays.We are actually not seeing those photos uploaded to the original incidentI went ahead and sent you a link to upload those pictures to, to make sure you have a good way of getting those to us.One thing we would suggest is that you may want to send us the case rather than upload photosWhile this take a little longer, it may in the long run be a better way for us to process a warranty on your casePlease let us know if you might want to go that route and we will be happy to get you that information.Please let us know if you have any questions.Best,***

Dear ***,Thanks for reaching out to us and sorry for any distress you have experiencedWe do extensively test our products but we have no control over what happens with phones within cases once they leave the door, and it is impossible to trace the exact journey that may have led to the device suffering damageWe do not make a claim anywhere in our advertising that you will never experience damage to your device, and that would be an impossible claim to make.While we don't help out with devices, and while we don't usually make this offer if we have already warrantied the case, we are happy to help you out by refunding the case itselfNot everyone qualifies, but this is what we need from you to process that:1) Standard Warranty Case Photo(We already have this, so no need to resubmit, thanks!)2) Damaged Device Photo:• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)• 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 dateOnce we get those items, we would be able to send you a check to refund the cost of the case.Please let us know if you have any questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your caseAll of our cases come with a limited one year warranty against any damage or defect to the caseSadly, this warranty is limited to products that are manufactured by LifeProofWhile your LifeProof case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside the caseI am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by LifeProof, such as the phone or tablet insideI am happy to offer you a replacement case of your choice for your current device or any other device.I have searched our records for your information however I am unable to find any registration informationIf there is different contact information that the registration could be under I am happy to search again

Complaint: [redacted] I am rejecting this response because: This is very unfair so I am writing to the CEO as well as the Chamber of Commerce in FtCollins, CO Thanks yhou Regards, [redacted]

Dear [redacted] ,Our apologies for any distress this situation has caused youI have checked all the photos you've sent along with the receipt from [redacted] and am happy to offer you the 3rd Party Refund for the purchase price of the LifeProof caseIf you do want to pursue legal action though, I would need to refer your situation to our Legal Department They will review your case and will call you if they need any additional information If our Legal personnel determine that we should settle your claim, they will contact you directly If you do not hear from our Legal Department, it means that they have determined that your claim should be denied Please let us know how you would like to proceed.Thank you and have a great weekend!Stephanie