Otter Products LLC

Complaint: [redacted] I am rejecting this response because: THIS IS NOT WORTH MY TIME I WILL MAKE A NOTE TO SELF AND WILL RECONSIDER PURCHASING FROM OTTERBOX AGAIN SO I'M SUPPOSE TO PRINT PICTURES OF THE PHONE AND GLUE THEM TO AN ACTUAL PAPER, THAT I HAVE TO PRINT AND THEN TAKE A PICTURE OF IT? WOW AND THAT'S NOT DIGITALLY ALTERED? My apologies to the Revdex.comI'm sorry, I wasted your time Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I see now that you have no intention of making this right and I will not settle for nothing You have done nothing to rectify this situation and I am deeply disappointed I do not see how a refund or replacement of the case is going to correct the matter My phone is broken, not the case I see you do not stand behind your claims of drop testing and such This is a disappointment Regards, [redacted]

Thanks for the response, and I know it can be frustrating with the amount we pay for cell phones and devices these daysWe are willing to work with you on getting a replacement sent out and we can even send you out an extra case if you need one for a family member as wellWe would be more than happy to help you out with thatThat is what our warranty covers, and we can absolutely waive any shipping costs to get product out to youPlease let us know if you have any further questions, and we would be more than happy to answer them for you

Hello ***, I am sorry to hear that your [redacted] was damaged while inside of a LifeProof case We would be more than happy to replace the case for free of charge under our Limited Product Warranty, however, this warranty does not cover damage to the device Our warranty is set up to assist with replacement cases free of charge, and covers damaged or defective products that we manufacture Since we did not manufacture your iPad, we are unable to cover it under our warranty, and we cannot assist with the replacement of the device or reimburse for the cost of the new device Our warranty does clearly state what we are able (or unable) to cover, and can be found at the following link: http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY As before, I would be happy to replace your case for you under our warranty, free of charge In order to do so, I will need to know what color your case is, and I will also need the serial numbers from the inside of each piece of the case As soon as I have that information, I can place the order for your new case and have it sent out to you Best Regards, [redacted]

Dear [redacted] ,Thanks for getting back to us and sorry for any delays.We appreciate the photo documentation of the cases and of the phone. We can see you put a lot of effort into assembling this and we recognize the time it must have taken. We are happy to try and get you a refund on the case, but we still need an essential, nonnegotiable document. (Our finance department could get in trouble with the IRS without it.)Purchase Receipt or invoice:• Purchase date (within the last 12 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current datePlease know as well that we can only refund the case that was on the phone that suffered damage: not for any other case, so we would have to see the [redacted] case receipt and see it was purchased within a year ago. Please let us know if you have any questions.Best,***

I purchased the product from an [redacted] representative stating the case was going to protect and keep my phone safeThey promoted a drop height of close to ft and stated that my phone would be safe from damage if dropped or submerged into waterI bought the case with this consideredI've had it for a few months and the phone fell out of my pocket when I got out of my car and I double checked it to find that the phone back, of the phone itself, a new *phone * had shatteredI contacted the lifeproof warranty department and was told they warrant only the case, not the product its suppose to 'protect and keep safe'I purchased a phone protector with the impressions sold by the company that they protect and keep it safe from damageThe case nor the company did neither of the two

***, I do apologize for the confusion about your order and our processes! I was able to find your order in our system and it appears that you ordered our Defender Series case for the [redacted] * I can re-send the order confirmation to show that the product purchased was for the [redacted] if you would like If the order had been placed for the [redacted] case and an [redacted] case had been received instead, we would be more than happy to send out the correct case at no charge However, because the order was placed for the incorrect product, we will have to proceed with a Return and a new purchase if you wish to get the [redacted] caseI do apologize for any inconvenience You are correct in that we do not have an exchange program for the time being but I can absolutely set up a return for you For all returns, we send a pre-paidshipping label (which deducts a $fee from the refund amount) which allows you to send the product back easily for a refund of the product cost We do truly appreciate your business and I hope this provides some clarity for the situation! Please let us know if you would like to proceed with the return of the productBest Regards, [redacted] OtterBox

Dear ***Our apologies for any distress this has caused youI've checked our customer data base and found incidents for youOne was for a replacement, which we did send to you and in the other incident, you were issued a refund check for a damaged device That check was issued and mailed out on 04/10/You should have received it by nowPlease reply back to this email if you have any questions or if we can assist you with anything else.Thank you,Stephanie

Dear [redacted] ,Thanks for reaching out to usWe do apologize if this has been a frustrating situation.I will be happy to explain the reason for our only offering the solid-color casesThe original case you had was a solid colorWhen a color is discontinued, we are happy to offer you an alternate color, but that new case has to be at the same price pointThe camo cases are at a higher price pointWe do have about half a dozen colors available at this time to choose fromAt this moment in time we have Lime/Black, Black/Black, White/Gray, Dark Teal/Teal, Dark Magenta/Magenta, Dark Blue/Blue and Dark Lime/LimePlease let us know which of these colors will work for you, and we will be happy to get that sent out to you.Best,***

[redacted] I resolved the issue and will be receiving a refund

Complaint: [redacted] I am rejecting this response because:1) All information was already provided to LIFEPROOF including photos, Receipts, proof of water damage and detailed explanation on how it occurred 2) LIFEPROOF hangs up the phone on my face and will not explain to me why they will not consider replacing my phones This happened during numerous occasions3) Damage occured due to MANUFACTURE DEFECT to the Flap Door on the bottom of the case that opens and closes to allow the insert of the charging cable 4) The appears to be a common issue with LIFEPROOF cases based on resources found on - Line 5) I will however agree to reimbursement of the actual phones that were purchased as replacements to the water damaged phones The amount was provided in prior correspondence 6) LIFEPROOF needs to be responsible for their own problems that are caused by them The Case was only a few days old !! Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Attached is the receipt, please see the $near the bottomThis was purchased from [redacted] January Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:1) I do not want a replacement defender case, you already sent one and it was defective.2) You are unable to send me the case that I asked for You seem to forget that the customer comes first and YOU DO NOT HAVE THE RIGHT TO CHOOSE A COLOR FOR ME WHEN I PAID MY MONEY FOR THE CASE I WANTEDTHIS IS NOT ABOUT YOUIt's insulting for you to think you have that rightYou are not resolving and issue by doing that, you're trying to "shut me up" If I wanted to color you want to give to me, I would have ordered it on my ownI didn't need your help with thatDuh 3) I did not get what I paid for and for that reason alone, I am due a refundNo one should keep a case that doesn't work One of your representatives told me to take off the plastic protective cover, knowing that if I did that, that would be tampering with the case and voiding the warranty for a replacement case A very dumb idea and you need to retrain your staff They should not be telling customers to do thatOne again, DUH!I want a refund charged back to my credit card in the amount I have requestedTHAT'S THAT Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business, and find that this resolution is not to my satisfactionHowever, it seems that advertising is acceptable I am attaching a copy of my receipt Regards, [redacted] ***

Dear ***,Thanks for reaching out to usWe do apologize this had dragged out.I was looking at your incident, and it looks like we had inquired if you had more than once case for your two holstersGenerally we ask for a photo of a whole case per individual parts neededI think this then fell through the cracksWe are very happy to get you two holsters with the photos at hand, as we can make that exception.Please let us know if the two holsters are the only parts that need replacing, and we will be happy to get that out to you.Best,***

Dear ***,Thanks for reaching out to us and sorry for any distress you may have experiencedI am happy to go over what we are and are not able to do to help you outPer our limited warranty, we are not able to help with damaged devicesThis is explained in an insert that comes in each and every LifeProof case, and, in addition, many of our cases have a link on the bottom of the package that goes to the place on our website that explains this limited warrantyHere is that link:https://www.lifeproof.com/en-us/warranty-full.htmlWe encourage customers to both have insurance on the device and to use cloud storage or other forms of backup of valuable dataThere is no case out there that 100% assures you will never have damage to the device or loss of dataThe case does not act as an insurance policy, and one is always at risk of losing data on a device, case or no caseThat said, we are happy to set you up with a refund on the case itselfThis 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 (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 dateWe are happy to set you up so you can send us this information through incident [redacted] Thank you for providing that incident number, as we can see that was under another set of contact information.Please let us know if you have any questions.Best,Sarah

On August 19th 2017, I purchased an *Phone * and on the same day purchased a LifeProof FRE caseOver the next few weeks, I encountered several software issues with the phone, including what I believed to be an problem with the speakersI set up an appointment at an [redacted] store to have a tech check out the phoneShe ran several checks and updates and sent me on my wayThe issue with the speaker persisted, and I returned to the [redacted] storeAgain, they ran several checks and did another update and sent me on my wayThe speaker issue still persistedOn my third visit to the [redacted] store, I received a new phoneUpon placing it in the LifeProof case, I found that the speaker issue was again presentAll along, I had suspected the phone to be the issue, but it was actually the caseThe problem is, when the phone is in the case, NO ONE CAN HEAR A WORD I SAY!!! This case is either defective or poorly designedOn the 10th of December, I returned the case to [redacted] and was told the

While we have started an audit on your warranty claim, we would still be able to send out a warranty replacementWarranty compliance is asking that you send back your old case in order to receive a new one, and will waive our shipping and handling fee to balance out the cost of shipping us the case in questionWe understand if you do not want to move forward with the claim at this point, but will accept the return of your damaged case at any time to complete the warranty claimPlease follow the directions listed in your [redacted] @otterproducts.com email to receive your warranty replacement

While we are able to go past our one year limited warranty to send out product, we are unable to send out products that we no longer have in stockWe stand behind our products, but have limitations on what we are capable of issuing under warranty due to what we have in stock or currently manufactureWe are not able to issue refunds for products past the original days after purchase, or in instances where the product was purchased from a third party vendor

Lifeproof offers a year Limited Warranty that allows us to provide our customers with a full replacement case, should any issues arise with the caseAs well, we do test all of our products before releasing and inspect all cases returned to us by our customersIf you would like to proceed with a warranty claim and go over any additional options we can provide, please contact our customer service at 888- [redacted]