Otter Products LLC

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]

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...⇄

I bought a new iPhone and LifeProof case in August The LifeProof case failed to protect my phoneI filed a claim through LifeProof - Contract # [redacted] - and they replaced my brand-new phone with a defective refurbished one I notice the battery was draining pretty quick, but didn't think much of it This "new" replacement was received in October It's been about days - and although the phone looks just fine, since receiving the phone, the battery life of the phone has quickly diminished to almost not holding a charge at all I emailed the company about this about a month prior with no response I sent another email last night and received this response "Unfortunately under the Terms and Conditions of your Total Water Protection coverage you are eligible for only one replacement device and LifeProof case, so we will not be able to file an additional claimWe apologize for this inconvenience." I am not asking them for another replacement - I'm requesting a repl

We are only able to refund cases within the original days after purchase, and will not be able to give a refund for a case purchased months agoDespite this being outside of our one year limited warranty, we would still be able to send a different series of case as a replacement for your Fre Power

I am really sorry for the frustrating experience that you had, we always want our customers to have the best experience possiblePlease give our customer service center a call @ 1-888-533-

Looking at what we have on file, an RMA has been processed already and we are working on refunding the original purchase price as soon as we receive the case backDue to it being a defective product, I will be waiving the return shipping fee of $ensuring you will receive a full refund

I am sorry for the frustrating experience that you have had with your case, our warranty and our customer serviceWhile it is a busy season for us we do want to help all of our customers quickly and efficientlyWe strive to have the best customer service and your entire experience will be reviewed so that all necessary action can be takenI do see that we are waiting to receive the incorrect deviceAs soon as we get it back we will issue the replacement for the correct device as well as a case to fit the device.If you have the tracking number for the return of the device I will expedite the process as much as possible

Complaint: [redacted] I am rejecting this response because:The Complaint will remain open until a settlement is agreed upon Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:this still doesn't resolve my issue of not having casesto put my phones in while waiting on the replacements Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I'm not sure who is running this business but this fiasco has been nothing but a joke and a headache I have called, I have emailed, I've been put on hold for hours, in fact, I just called two weeks ago for the 10th time I was transferred twiceThe girl said everything was taken care of and that she'd be emailing me any additional information within hours I never received an email I have filed the proper claimsDid you not read the email sent to me from your own employee telling me the refund was issued on 10/and that it would be here in 4-weeks? He said to contact him back if I didn't get it by the end of the first week of December I emailed him times since then He never responded I emailed another person, she made me call, I called and got the nonsense I posted about earlier in the comment I want my money back, that is all You sold me a product that did not work and ruined a $phone I'm not even asking for a phone replacement which I could according to your money back guaranteeI just want my money for the case and to be done with you people This has been months, MONTHS of back and forth Check your records, check my emails (I'd be happy to forward) and follow through with your promise

Dear [redacted] ,Thanks for getting back to us and sorry for any confusion around our process.It appears you have still not contacted our TWPP departmentYou will need to contact them to address your issueI have checked with them and they say they have not yetheard from you.The TWPP department can be reached at [redacted] .They will be happy to hear from you, and we encourage you to call this number as soon as possibleAs stated before, that information is:Contract number: [redacted] Registration code: [redacted] We are happy to answer any additional questions you may have.Best,***

Dear [redacted] ,Thanks for reaching out to us, and sorry for any continued frustration.I do want to assure you we are not trying to make this process difficultWe just need specific information that is not in the photos.We need to see all parts of the case, along with signed name, printed name, date, product codes and serial numbers written on a sheet of paper underneath the case.Please let us know if you have any questions.Best,***

Complaint: [redacted] I am rejecting this response because: It is not acceptableThe company is not taking resposibility gor their product which did not work as advertisedI want to receive compensation for damagesI would also like them to be forced to remove their product claims from advertising and to have to recall their product Regards, [redacted]

After carefully reviewing the options to purchase a case for my new [redacted] **, I decided to purchase the LifeProof FRE Protective Water Resistant Case I made the purchase on 4/5/and am now experience an issue with the volume button and the touch screen sensitivity I am extremely disappointed in learning that I am responsible for a shipping fee to replace this case which should be under a year manufacturer warranty I spoke with the representative and she seemed not at all concerned for ensuring a positive customer experience I asked about the free shipping that is stated on your website and was informed that only applies to the products that are purchasedSince the case was purchased just over days ago, I am unable to return to the store where it was purchased The most powerful tool in ensuring that your business successful is word of mouth Well, I very much intend to share this experience not only through reviews, but through word of mouth with friends, famil

My husband purchased a LifeProof case for our son's IPOD [redacted] on his birthday 8/5/He used the produce correctly and did a water test before putting it in the poolThe packaging states that the product is "fully submersible to ftOur pool is feetUpon filing it in the pool, his IPOD [redacted] stopped workingHe purchased the case due to the what packaging statesThis is fraudulentMy son is out of a IPOD [redacted] because he trusted that the LIFE PROOF case would protect his productWe will to be reimbursed for the IPOD ***It will do no good to acquire another LIFEPROOF case if it is not trusted to protect now defective IPOD ***

Hello [redacted] , I am very sorry to hear about the issues that you have had with our warranty process After reviewing your claim, it looks like we only received one photo you had submitted with your original claim The issue with the photo that we received is that the file came through as a very small file, so we were unable to clearly see the information in the photo We will not be able to issue a refund for the case since it was not purchased directly from us within the last days Instead of having you upload another photo, if you would be able to provide me with the serial number on the inside of each piece of your case, I can get your replacement case ordered for you If you have any other questions, please let me know Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not have the receipt for the Otterbox, although it was purchased in January of this yearThe case itself was not damaged, only the phoneI will accept this offer as long as I get to keep my Otterbox for the phone after I have it repaired, as long as you refund me the selling price of $plus tax and refund it without the receiptI am able to provide all of the other information that you are asking forAs far as the invalid address, I am not sure what you are referring toMy original chat was on October 9th and the email address used was [redacted] Here is the information from the chatHere is the copy of the recent chat that you requested.General InfoChat start time Oct 9, 10:26:AM ESTChat end time Oct 9, 10:48:AM ESTDuration (actual chatting time) 00:21:44Operator Melissa Regards, [redacted] ***

Complaint: [redacted] I suppose we agree to disagreeI would have thought Otter / Lifeproof would be more responsive [redacted]

I am sorry that your case did not perform as expectedAll of our cases come with a limited one year warranty against any damage or defect to the caseWe are able to replace and in some circumstances refund the case however we will be unable to offer any compensation for the device itselfTo view our full warranty please visit https://www.lifeproof.com/en-us/warranty-full.htmlTo receive a refund for the case we will need a picture of the receipt showing the purchase date as within the last months

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devicesWe do apologize if there has been any misunderstanding about thatProduct warranties are nearly always, by federal guidelines, limited to products a manufacturer has madeWe do test our products extensively, but we can account for every moment in the life of the case and the deviceDamage to a device may result from a string of unprecedented events, and we do not guarantee anywhere in our promotional materials or packaging that you will never suffer damage to your deviceThe case also does not act as an insurance policy on your device.It looks like we have offered you a third party refund on the case, which we would still be happy to do, but we have not received the proper documentation yetIt may be an issue with our mail servers or perhaps the documents were not attached correctly or were in an incorrect formatWe cannot process a refund without those documents (or finance department would get in trouble with the IRS if we attempted to do so) but we might suggest submitting those documents through the Revdex.com complaint systemAs a reminder, 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 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 dateIf those documents cannot be obtained, we are still happy to get you any non-battery case you like.Please let us know if you have any questions.Best,Sarah