Otter Products LLC

As described in our warranty, LifeProof reserves the right to charge a shipping and handling fee in connection with the fulfillment of any valid claimThe $shipping and handling fee is a portion of the cost to ship the replacement to you, ensuring a replacement in a timely manner, and it is part of the warrantyWe expect each and every warranty claim that we fulfill to be charged this same shipping and handling feeWe will continue to replace your case through our warranty in the future should any additional valid claims be received

Complaint: [redacted] I am rejecting this response because:I was still under the impression and was told that otterbox cover damage done to phones while on the case, I have called [redacted] and a screen replacement is $which I would like to be paid for since the case did not hold up as advertised and as I was told it would [redacted] ***

Hello ***, I am sorry that your son's phone was damaged while inside the caseUnder our warranty we are more than happy to replace the case free of chargeWe have tested and passed industry standards for what constitutes shock proofSince we have passed those standards, we do use this wording in our advertisingCracked screens while inside the Lifeproof case are rare, but despite the rarity we are unable to assist with the device replacement, refund, or reimbursementOur Limited Product Warranty is limited to the products we manufacture, and do not extend to other productsThis means any product manufactured by anyone other than Lifeproof, such as your son's phone, is not something we can coverWe do state on our packaging and in our booklet that came with your case that we have a Limited Product WarrantyWe do state in full on our website what the Limited Product Warranty does and does not coverIf you would like to read our warranty in full, please see the link below http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY What I can do for you is replace your case free of chargeI will simply need your son's case color and case serial numbersOnce I have that information I can move forward with your warranty and send out the new case with expedited shipping Sincerest regards, ***

Dear [redacted] , Thanks for reaching out to us, and sorry for any delays in your warranty claimWe truly apologize for the great length of time this has taken You absolutely correct that we could have taken care of this with greater swiftnessThe serial numbers on your case were not lining up perfectly, but upon closer inspection, we can see that they are close enough to what we are looking for, and that we should have been more generous in making an exception for you We do trust you sent those photos of the serial numbers, though it appears they were not receivedThere may have been an error in the mail systemAlways know that if you have not heard from us in about two weeks, definitely feel free to reach out to us, as it is likely the claim fell through the cracks That said, and as stated before, we should have been more diligent in trying to help you in the first passWe definitely value you as a customer, and we do not want you to feel a lack of confidence in our ability to help resolve your issue with our cases I have gone ahead and placed that order for you, and also put a push on it to get it to you in about four business daysPlease look for an order confirmation from us in the next hoursThe package will be arriving via FedEx Please let us know if you have any questions or have any additional feedback for us Best Regards, [redacted] Customer Service Expert LifeProof

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] how am I suppose to take pictures of a scratched screenAnd I will return the case once I have the money I paid for my screen to be fix [redacted] is the email and address was [redacted] we did move

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

Complaint: [redacted] I am rejecting this response because: This is your previous quote: "While our cases are designed to give added protection, we are unable to guarantee, and have never said that we guarantee that a device will not be damaged while inside of our case It also does not state anywhere on our packaging that we will warranty the device up to one year as that is something we are unable to do, I am very sorry that you were given that misinformation" Explain the attached picture of the sticker on your case...Total Water Protection Program, YEAR, DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED! EXPLAIN THAT! Is that NOT MISLEADING A CUSTOMER?????????? Please have my phone replaced or fixed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:on your website you list the [redacted] fre case as compatible with [redacted] and ** I understand that unforeseen circumstances may occur but that is not an acceptable answer when my phone case did not meet half of the expectations for protection I want a refund for my phone, not the case The case is not broken the phone broke inside the case That shows that the case failed Regards, [redacted]

Please let me know which case and for which device you would like to receiveWe will process and deliver the request as quickly as possible

Hello ***, I apologize for the inconvenience regarding your warranty situation and the damaged device After reviewing the claim, it looks like the reason the representative you had spoken with was not going to switch you from a [redacted] case to a [redacted] case was because we had already made a one-time exception to switch you from a [redacted] case to a [redacted] case previously Since we had already made this one-time exception for something that we typically do not do under warranty, we would normally not be able to do it again for you However, I am seeing that you had called back in the next day and spoken with another representative who ended up offering the exception for you According to the ***s in your most recent claim, we have offered to make this exception to send you a [redacted] case despite the previous ***s from the first representative, we are just waiting on photos of the [redacted] case following the provided instructions So, at this point, I believe the situation has essentially been resolved, and we are just waiting on the photo of the case, but if you have any other questions, please let me know Best Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any concernsWe do test our cases extensively: that said, there is no absolute assurance that the cases will work under every single possible situation, with unknown conditions, including, but not limited to, a case not being completely closed, a water test not being administered correctly, or the submersion being longer than had been advisedWe can make an exception to get you a refund on the case itselfTo do this, we need the following: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 signature (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) 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 dateYou may attach these here or get in touch with us through the original incident we placed the warranty in (ref Incident 12426797).Please let us know if you have any questions.Best,Sarah

I bought a defender case through the company for my [redacted] so that I could ensure that my [redacted] was safe from drops and damage to the screenOn the site they advertise drop rated and such and I have had products from this company previously that I have likedThis particular case I believe to be defective because the case caused a crack in my screen that has now grown to cover the expanse of my screenI contacted the company with this problem and explained that my device should be repaired due to a defect within their product but I was denied that because of a policy in their companyThe case has two defects that I noticedA corner of the case kept coming loose so I would have to squeeze it together to get it to click in, I feel that this is one possibility that could have caused the crack but the other possibility is the separate cover for the screen that doubles as a standI found this protective shield to be helpful in making sure the screen was protected, however because of

I purchased a Lifeproof car for my [redacted] **I have had to return it multiple times for the same reason, the buttons stop workingI am charged $for "shipping"The case hardly weighs anything and is sent in a padded envelope, it does not cost $to ship itThe case will last for a couple months or so before the buttons start to not work

Dear ***, Thanks again for getting in touch with us and we do offer our apologies that this has been a stressful experience As stated before, per our limited warranty, we are not able to assist with the device itself https://www.otterbox.com/warranty-full/warranty-full,default,pg.html That said, we are very happy to assist you, on a one time basis, with a new case at equal or lesser value for your wife's new deviceWe have made ***s in the system that if you contact us and let us know which case you would like, we will send you that case out to youNo photos would be requiredJust let us know the make/model/series and color of the case you would like As long as the case is of equal or lesser value, and as long as we have the case in stock, we are happy to send this case out to you Again, our sincere apologies for any distress you and your wife may have experiencedWe very much value you as a customer and hope to assist you with issues with this and future cases Please let us know if you have any questions Best Regards, ***

Though all Lifeproof products are tested to meet stated claims, your device can still be damagedWe do recommend that the case is tested before placing your device in the case and again every months to ensure the case is working as it shouldThe Lifeproof product warranty only covers the Lifeproof product, it does not cover any non-Lifeproof products or devicesWe would be able to provide you with an warranty replacement and go over any additional options over the phone with our customer service

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Here is the very first incident number [redacted] , This case was purchased for my daughter [redacted] You may find it under her name I have at least emails telling me this check is on its way Here is the last one I received from *** Dear [redacted] ,Notes from ***:I apologize for the delay, but the process can take 4-weeks, I requested the refund on 10/22/It should be coming through in the next 2-weeksIf you do not see the check by the end of the first week in December, plesae let us know and I will investigate what could have happenedThank you and have a great day!Sincerest Regards,***LifeProof Customer Service [redacted] The waiting at this point is out of control You as a business should be ashamed of yourselves This has been ongoing since July I just want my money backLuckily, I'm not going after you for the $IPhone you ruined

I purchased a Life Proof FRE Black Item # [redacted] for my daugher's [redacted] IPad on August 16, After reading the MISLEADING and advertising on their website, my daughter was thrilled that this case was waterproof and DROPPROOF! BUT, when the case arrived, it failed the water test and within two days of having the case on, my daughter dropped the case only feet and the entire screen of her IPAD shattered But they still advertise on their website that this case is drop proof up to feet no matter how it lands BUT, the funny thing is, when you ask for compensation to help repair the screen due to their faulty product, they state that they don't cover costs to the device that their product is GUARANTEED to cover at drops up to feet How much more advertising can this get So, they said they will refund me but are charging me $to return the product! What happens to the GUARANTEE on these products that they're drop proof? It's as as it comes and i

***, Thank you for contacting us regarding this matterI was not able to locate any recent warranty request that has been submitted with your name, email address, or telephone numberI would be happy to look further into this if you could let me know what information was used to created the warranty incident or perhaps if you have the incident number that was emailed to you when we created the warranty requestWith this information I will be able to better assist youI have contacted you by email to get this info, please respond at your convenience ***

Complaint: [redacted] I am rejecting this response because: I did contact your company before I purchased the case and was told it was the correct case for my phone I did this to ensure I wasn't wasting $cad.This problem was directly caused by your companyI am am being very fair in my requestI will ship it back at your cost and you can ship me a new case that works with one of my phones or I will file a chargeback with my credit card providerI have all my documentation ready to be faxed inIncluding Records of phone calls made and complete email historyI do do not take being screwed very lightly and refuse to be ripped off or scammed to this degree If I need to hire a lawyer and file a statement of claim I am prepared to do so Regards, [redacted] Frederickson

[redacted] I wasn't able to respond to your request because I was waiting for the resolutionThey gave me a full refund for the case on February and didn't require me to return the caseThis is the best I could have expected from them considering they had no plans of doing anything at firstI really appreciate your help with this matter and really hope that with your influence Lifeproof will eventually reconsider their business practices as far as the promises they make to customersSent from my ***