Otter Products LLC

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 ***,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

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

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 [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

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

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

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

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 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]

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]

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

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,***

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 ***,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

Complaint: [redacted] I am not looking for any further response from the Customer Service department at this company as they have made it very clear that they won't do anything in response to my complaint I would like this letter to be sent to the President I also want the Revdex.com to know that this company's guarantee is and misleading and ended up costing us a $phone We had no damage to the case, as they imply there may have been The case had not been mishandled and, if there was a failure in the case as they suggest, it occurred because of a fault in the case performance, not because we damaged it.Given they cannot guarantee the case to be waterproof, they should not be allowed to make claims that it is --- and should be required to make it clear to consumers that their cases are not We purchased this case (and paid a significant premium for it versus other cases), only because it claimed to be waterproof We also took it into a situation where we knew water contact was possible, because we believed the company's claims that it was protected -- in fact they claim that the phone can be placed in up to feet of water, used for underwater photos etc Yet our phone was damaged beyond repair simply by being sprayed by some water.I am not sure what you can do to help me The company clearly won't, but I would like to see this complaint on record, should anyone else experience the mess we did When someone searches this company, it should indicate that we are refuting their advertising, that it is and misleading and they do not stand behind their product when it fails.As an aside, when trying to deal with them regarding this situation, I was responded to by different people, each telling me a different story; each requiring different information from meOne said I had to return the case, while the manager said a photo would suffice minutes later I received another message, saying that the photo had to meet certain requirements regarding the layout I resubmitted it and then minutes later, received an email from yet another person, telling me to submit it in a third way Then a fourth email, saying yet again that I needed to send in the phone The fifth person said the refund was complete and would be credited to my visa (less the shipping of course, because they would not even cover that portion of the refund) The sixth person then emailed and said that they could not credit my card because they didn't have the number and a cheque had been issued I had clearly indicated that I wanted it credited to my visa and would have happily given my credit card number to do so --- but noone even asked me for that Instead they told me they had everything they needed on file So here I sit, still waiting for the refund credit, which will come in a U.SCheque, which then costs me money to cash here in Canada This is just POOR service all around, and quite frankly, I am disgusted by their cavalier and dismissive response, each time apologizing, but demonstrating no accountability.I respectfully ask that this letter be forwarded to the company President -- not just another customer service agent who will give me the standard response of "I'm sorry this happened, but we will do nothing for you, as it must have been your fault that the case failed." I have been in Marketing for years, and I would never treat my customer the way we have been I will certainly ensure that I share this experience broadly, so others are not duped by the claims I am also now in Education and have traditionally chosen Otter boxes to protect our devices Given this experience, I no longer trust that the company will stand by its products, so will choose and recommend that others in our School Board not use them in the future I realize the company will likely not care much about this decision; however, word of mouth and consumer loyalty are valued and critical to long term business success I will look forward to seeing if the Company President will stand behind his product, despite his representatives' lack of accountability The phone had to be replaced and cost $to do so (receipt for replacement phone was sent to them, as per the manager's request)Lifeproof/Otter owes us that money --- and I hope the President will take ownership and do what is right 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

I am very sorry to hear that your case did not perform as expected and that your [redacted] became bent inside of the caseAll OtterBox cases include a limited 1-year warranty against any damage or defect to the caseEven if the case is more than a year old, we will continue to honor that warranty as long as we have cases available for your deviceSadly, this warranty is limited to products that are manufactured by OtterBoxWhile your OtterBox 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 OtterBox, such as the phone or tablet insideYou can read the full text of our warranty policy at l https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/Cust...⇄