Otter Products LLC

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]

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

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

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,***

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-

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

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

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

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

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]

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: 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]

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

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]

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 ***

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]

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

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Look I don't know what this hustle is about but i'm tired of being hustled FRESH PHOTOS WHAT? My store was broken into I DON'T have time for this messThe only thing you don't have is the serial# I sent pix via [redacted] ( [redacted] ) is my username get them thereI also sent more via e-mail get those tooNothing has changedI want you to stop playing these see saw games with me so the Revdex.com can cancel this caseAnd I am not sending anything anywhere else but through this platform because let you all tell it you haven't received itI have done all that was asked of me on multiple occasionsAt this point it's ridiculous and I promise if I don't get my check to replace this phone by next week Friday I am going to post my entire account on my blog (http:// [redacted] /blog) and blast for the next days on social mediaI'm tired and this harrassment is enough (SERIAL # [redacted] ) THERE IS ABSOLUTLEY NOTHING THAT YOU REQUESTED THAT I HAVEN'T PROVIDEDSTOP WASTING MY TIME!!!