Otter Products LLC

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!!!

Thank you for clarifying the issueWe ask that the device not be in the case when the water test is performedWe do provide a test device with each case so that the phone will not become damaged during testingIf the case becomes damaged or does not function correctly we are able to replace the caseOur warranty clearly states that we are unable to replace the device under any circumstancesTo view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html

Hello [redacted] , I was not able to find any record of your purchase in JanuaryDo you happen to have the original order number? I have created an RMA for the order that you placed on 7/You will receive additional information regarding the return and a shipping label by emailI have waived the return shipping fee for the return ***

Complaint: [redacted] I am rejecting this response because: you have terrible customer serviceI will not buy from or recommend this companyThe way I was spoken to over the customer service line wasn't acceptable and your apology will not make up for thatSo while I still have one defective case and one okay case I still wasn't given the expedited shipping as promised and I was treated like I was making it upThere is no excuse for that and your apology isn't accepted for the lack of good customer service that your business has Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have no way to contact [redacted] directly to provide the information to the company for the fourth time The only way to contact the company is through the automated form, which is where I started in April If [redacted] will give me an email address I will send the information in the hope that the product will be replaced and the issue will be resolved Regards, [redacted]

Dear ***,Thanks for getting in touch with us and sorry for any delays.We did get your request for the iPhone 6/6s Fre Sunset Pink 77-Thanks for that! As far as the battery case goes, we would have to start a separate process to get that warranty goingWe require some additional information on thatI can either go ahead and send out that pink case, then we can start a warranty claim for the battery case, or I can put the pink case on hold and request information on the battery case as wellOnce we receive that information we would be able to send both cases togetherBear in mind, if you choose the first option, you would have to pay the shipping and handling fee for claim on the battery case.Please let us know which way you want to go.Best,Sarah

Complaint: [redacted] I am rejecting this response because: First, the supervisor I talked to admitted that the case was defective, said he was sorry for the damage it caused my phone and offered me a new case multiple times as you have just doneIf there are "too many variables to definitely say it was a defective case" why would he say it was and why would you offer to replace it if you truly feel you're not at fault? Second, it does state in your limited warranty that "we aren't responsible for the device" however it also states: "Exclusions and Limitations Except for the limited warranty expressly set forth above or to the extent restricted or prohibited by applicable law, LifeProof expressly disclaims any and all other warranties express or implied, including any warranty of quality, merchantability, or fitness for a particular purpose, and you specifically agree that LifeProof shall not be liable for any special, incidental, indirect, punitive, or consequential damages for breach of any warranty of any type on any LifeProof productIn addition to and without limiting the generality of the foregoing disclaimers, the limited warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product FOR END USERS WHO ARE COVERED BY AN APPLICABLE CONSUMER PROTECTION LAW OR REGULATION IN THEIR COUNTRY OF PURCHASE OR RESIDENCE, THE BENEFITS TO THE END USER UNDER THIS LIMITED WARRANTY ARE IN ADDITION TO OTHER RIGHTS AND REMEDIES OF THE END USER UNDER SUCH LAWS OR REGULATIONSSUCH BENEFITS MAY INCLUDE ADDITIONAL WARRANTIES OR RIGHTS RELATING TO THE PERFORMANCE OF THIS PRODUCT AND REMEDIES APPLICABLE IN THE EVENT OF A DEFECTTHIS LIMITED WARRANTY WILL BE INTERPRETED UNDER THE LAWS OR REGULATIONS THAT APPLY TO THE END USER IN ANY STATE, PROVINCE OR COUNTRY AND ANY PROVISION OF THIS LIMITED WARRANTY THAT CONFLICTS WITH ANY SUCH END USER RIGHTS OR BENEFITS IS NOT APPLICABLE TO END USERS COVERED BY SUCH LAW OR REGULATION, SO THE EXCLUSIONS AND LIMITATIONS SET OUT IN THIS LIMITED WARRANTY MAY NOT APPLY, OR MAY NOT FULLY APPLY, TO YOU." Michigan, which is the state I live in, has a liability law that protects people from limited warranties like yours in the case of damages caused by defective productsBy your own employees admission it is a defective case and caused the damages to my phoneYou are responsible for the damages and should replace my phone Regards, [redacted] ***

Revdex.com: I contacted Otterbox and finally spoke to a manager who was willing to send a replacement without shipping, and refund the shipping from the previous claimHopefully if Otterbox does not want to continue the expense of sending warranty replacements, that they are diligent about making a cable that does not break before the warranty expiration Regards, [redacted]

***, I am so sorry for the hassle with this warranty claim We absolutely stand behind our year Limited Warranty and would be glad to get you a replacement For all warranty claims, we request photos of the entire case accompanied by handwritten information (customer name, current date and product code) This photo and handwritten information serves as proof of ownership for the OtterBox case and the product code allows us to authenticate the case We request a picture of the full case because it allows us to identify the exact product you own so we can send out the correct replacement I do apologize if this was not properly communicated I was able to pull up your claim and saw a picture that included a broken holster, however, there was not a handwritten name/current date/product information and did not include the remainder of the OtterBox caseWe will need another photo that shows your entire case (lid/base, silicone and holster) as well as a handwritten name, current date and product code After receiving that photo, we can absolutely send out the replacement you need! Again, I'm so sorry for any misunderstandingWe appreciate you choosing OtterBox! Best Regards, [redacted]

Dear [redacted] ,Apologies for any delaysWe are sorry this has been a distressing situation for you.To clarify: we were not offering a Defender caseWe made a very, very rare, one-time ever exception to change you over to a LifeProof caseThe case color you chose is on back orderWe apologize for the wait on thisIt is affecting all who are waiting on that caseWe certainly do not intend to inconvenience you furtherAlso, we were not choosing the color for youWe were simply offering that if you were to change the color, we could get it to you fasterThe order is still on back order status, still waiting on the black case to come inNothing has been changed on the orderPlease know are not trying to be disrespectful by not getting this case to you in a more expedient mannerIt is simply a logistical issue and not personal in any wayWe are also not trying to void your warrantyThat is not something we would ever try to doAs to your resolution request, and to restate it again: we cannot refund something that was not purchased from usIt is especially not possible to put money to your credit card when we never took a payment off of itWe cannot find anywhere in the system that you purchased from usIf you can find an original order number that was perhaps under another name, please let us knowWe cannot make a promise on any kind of refund, but it will at least give us a starting point to see if we can find other optionsPlease let us know if you have any questionsWe do care about you as a customer, and want to do everything we can, within what is possible, to help you outBest,***

Dear [redacted] ,Thanks for reaching out to usWe apologize for any delays.Our previous possible resolution offers still standWe do need more information to do either the warranty on the case or the third party refund on the caseIf we go the route of the third party refund on the case, we can work with an invoice showing that [redacted] had to repair or replace the case if you can no longer provide photos of the damaged deviceThe other thing we would need for this resolution is an itemized receipt of the purchase of the caseWe need you to do the footwork on obtaining both itemsFor either resolution, we at least need to get a standard warranty photoPlease let us know if you have any questions.Best,***

Dear [redacted] ,We are sorry for any distress this may have caused youAd previously stated, we do not warranty devicesYou can find more information here about our warranty: http://www.lifeproof.com/en/policies-and-warrantiesAgain, we would be more than happy to offer you a 3rd Party Refund for the purchase price of your LifeProof casePlease let us know if we can answer any other questions.Thank you!Stephanie

Hello ***, I am sorry to hear that your phone has been water damaged while in the caseUnder our Limited Product Warranty, I am more than happy to replace your caseHowever, I cannot assist with your device under our warrantyThe Limited Product Warranty is set up to assist with free replacements for any damaged casesThe part that is limited is what we are able to cover under that warrantyIt is limited to the products that we manufacture only, and cannot be extended to any products produced outside of LifeproofSince your device was not manufactured by Lifeproof, we are unable to assist with the device replacement or any reimbursement associated with the deviceOur warranty does clearly state what we can and cannot coverIf you would like to read our warranty in full, please click the link below http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY As I stated earlier, I am more than happy to replace your case free of charge under our Limited Product WarrantyI will simply need your case color and serial numbers located inside the caseAs an alternative to the case replacement, I can offer a refund for the case itself if it was purchased within the last yearIn order to offer this refund I will need a purchase receiptThis receipt must be itemized showing the date of purchase, place of purchase, product and product priceOnce I get that receipt, I can move forward with a refundThis refund is a check refund, and will be made out to your informationWhile this doesn't replace the device itself, the money is yours and go towards the price of the new phone Sincerest regards, ***

Under our year limited warranty, we are able to replace the case originally purchased under warrantyOur Certified Drop Protection is an extensive list of drop tests that we have put our cases through, and is not a guarantee that the phone will not be damaged in certain situationsAccording to our Global Warranty, found here on our website (https://www.otterbox.com/en-us/warranty-full.html), it clearly states: "Otter does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Otter."

I bought a lifeproof for my *phone before I went on deployment last yearDuring my deployment it fell into the oceanI was able to locate the *Phone and while I was checking it out and making sure it was okay I discovered that there was water damageI checked to make sure my purchase date was within time and it wasI also had [redacted] so I was able to get a replacement with that programI called your customer service number and because I was not able to set the warranty up online they refused to do anything even though I had the receipt from [redacted] showing the purchaseI was overseas with no internet so I could not have signed up for the warranty

Each of our cases endures rigorous testing to ensure that the most durable case is on the market for our customers and their devicesWhile these cases add an additional layer of protection they are not a guarantee that a device will never become damagedOur warranty clearly states that we are unable to cover the device under any circumstancesTo read our full warranty please follow the link belowWe are able to offer you a replacement case for the same device or a different device and waive our standard shipping and handling fee.https://www.otterbox.com/en-us/warranty-full.html

Thank you for the clarificationWe do offer an additional program through Verizon only called the Total Water Protection PlanTo qualify for this additional protection the case needs to of been purchased from Verizon and registered within days of purchaseI have contacted our Total Water Protection department but was unable to find any registration with the information providedI am happy to attempt to look up the registration with additional contact information or the registration numberIf the case was not purchased from Verizon or was not registered we are still able to help replace the case itself

While we extensively test our cases to make sure they are waterproof, we list in the instructions for maintenance of the case that a water test be performed every 2-months or if the cases are going to be used near waterWe are only able to refund cases that are within the day return/exchange period after being purchased from our websiteWe are not able to pay for the repair or replacement of any products that are not manufactured by Lifeproof I also want to make sure that your iPhone was using a Nuud series case that was designed for the iPhone and not the 6s, as they are not compatible with each otherThere are many variables that could potentially affect the product's ability to remain waterproof, which is why we make sure to replace any cases under warranty

Hello [redacted] ,Thank you for your replyAgain our apologies that the case didn't preform as expected and for any distress you are experiencing.For more information about our warranty, please click here: https://www.lifeproof.com/en-us/warranty-full.htmlPer our warranty we do not cover device damage, but again we are happy to go outside of our policy, make an exception and as previously stated, offer you a 3rd Party RefundPlease reply to this email with any additional questions or concerns, or with the necessary documentsWe can only accept JPEG and PNG filesThank you,Stephanie

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted] ***