Otter Products LLC

Complaint: [redacted] I am rejecting this response because I bought the otterbox for a specific reason, to protect my deviceIt did not protect my device like it was advertised to doVery disappointed and very sad because I have always used otterbox cases for every device I have ever ownedIam really hoping something can be done because I do not think its fair I have to replace or repair a device that was damaged due to a faulty case or advertisement Regards, [redacted] ***

I purchased the Life proof case for my [redacted] from [redacted] . The case was advertised as durable and water proof for my phone. The cost exceeded $80.00. My phone feel on the ground inside the case. I picked the phone up there seem to be no apparent damage. latter that afternoon I had to take the case of to plug in a cord to some speakers I notice that the back of my [redacted] was cracked and shattered. I notified [redacted] and the customer service representative told me that I had to pay a deductible to get the phone replace and that I could not upgrade with the phone in that condition. I was given the telephone number to Life Proof to discuss the warranty issues that I was presented when I purchased the case with my phone. I was told that I could only get the case replace and that there was no warranty or responsibility on Life proof's part in the replacement or deductible cost for my phone.

Complaint: I am rejecting this response because:The response is just an even more in depth explanation of their limited warrantyIf you have an exclusive partnership with Verizon to offer the TWPP, then that should be advertised as soI looked all over the website and only found out about it because my Best buy case didn't have the card to offer the protectionIt's absolutely ridiculous that the company doesn't advertise these things just so they can sell more product through other vendorsI'm pretty positive I'm not the only one with this complaint either Regards, [redacted] ***

Hello, I am truly sorry that the replacement case does not meet our high standardsIn an effort to alleviate the frustrating experience that you have had with the case I would be willing to offer you a refund for the case.The case will need to of been purchased within the last months and I will need a picture of the receiptAs a company we do value your feedbackAll of your observations and concerns will be sent to our engineering department so that we continue to improve our product Thank you, Laura

Hello [redacted] , I am sorry that your phone was water damaged while inside the caseWe do have a Limited Product Warranty set in place to replace our productsThis warranty is limited to the products Lifeproof manufactures onlyThis means any product manufactured by any one other than Lifeproof, such as your phone, is not something we can replace, refund, or reimburseOur Limited Product Warranty is mentioned on the Lifeproof box, in the booklet that came with the product, and again on our websiteIf you would like to read our warranty in it's entirety please click the link below http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY We do advertise our cases as water proofWe are able to do so as we have passed the industry standards for what constitutes water proofIt is rare for a phone to be water damaged while inside a case, but despite it's rarity we are still unable to assist with a device replacement or repairThere are simply too many variables in place as to why a case might leakThis is why we do have guidelines for water tests initially, and again periodically throughout the use of your Lifeproof product What I can do for you is replace your case free of charge under our warrantyAll I will need is the case color and the case serial numbers, which can be found inside the caseOnce I have that information I will be able to move forward with your case replacement Sincerest regards, ***

Dear ***,I am very sorry to hear that your case did not perform as expectedWhile we are not able to repair or replace your device, we would be happy to refund the original purchase price of your caseTo complete your refund, we will need the following documentation: 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 datePlease reply to this email with any additional questions or concerns, or with the necessary documentsThank you!Stephanie

Complaint: [redacted] I am rejecting this response because: I had to replace my phone immediately since I use it for work (not a work phone provided by company)I am happy to put you in touch with [redacted] or [redacted] the company I used to replace my phoneMy claim I'd is tel: [redacted] with [redacted] They can provide you all the phone details since I have returned the phone to them upon receipt of my new phone Regards, [redacted]

Revdex.com: Thanks for your speedy responseAnd yes I did speak to someone before your responseThank youBut, she said she would send an e-mail with instructions to get check and I have not receivedPlease send info to receive check ASAP to ***@ [redacted] I can be reached at [redacted] Thanks youI have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as I receive the check Regards, [redacted]

Due to our policy, we cannot be refunding online purchases that are listed as "Delivered" on the [redacted] tracking site, and are only able to re-send the order using the same shipping method as originally purchased

Dear [redacted] ***,Thanks again for getting in touch with us and sorry for any delays.I am happy to include a link explaining our limited warranty:https://www.otterbox.com/en-us/warranty-full.htmlAs stated, we are happy to assist with that third party refund on your casePlease let us know if you have any questions.Best,***

I purchased a new [redacted] along with an Otter Box Defender and a Otter Box Alpha Glass screen protector for my new phone The representative from the [redacted] Store put both Otter Box Protection on my phoneMy phone fell on the ground and then a big light flashed on my phone When I picked it up the Otter Box Alpha Glass screen protector was cracked and so was my screen in the same identical spotsI call Otter Box customer service to inform them that my screen on my phone was broken due to the failure of the Alpha Glass Screen Protector on my cellphone The Otter Box Customer Service Rep informed me that they will not assist in getting my phone fixed and that I can only get a refund of the items that I purchased I then took my phone to the [redacted] Store and the representative informed me that I would have to pay $to get my phone replaced because not only is screen cracked but, the mother board is damagedAnd the fact that had it been a default in the phone then [redacted] woul

We would be happy to refund your shipping if you are not satisfied with the service that was provided to youPlease let us know if you have any further questions

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.I did look into this situationSo you know, not everyone qualifies for a third party refundOne of the requirements is that the purchase must be within one year from the date of the claimWe are seeing the purchase was made months agoOur finance department is pretty strict about thisWe are not denying the refund based on any other reason than thatThe case is, technically, outside of warranty, but we are happy to make an exception to get you any case you like, battery cases excluded, to help you outPlease let us know which case you might like and we will send that right out to you.Please let us know if you have any questions.Best,Sarah

I paid for overnight shipping on my orderOnce the package reached the sort facility near my hometown, it was inadvertently misrouted several states awayThis delayed arrival of the package, meanimg that it would not be delivered overnightI contacted Otter Producrs in order to get a refund of the overnight fee, but they claimed that their processing policy states that items may take hours to shipHowever, this is not a processing issueThe incident happened while it was in the shipper's custodyThey refuse to acknowledge thisI paid for a service, but it was not rendered by an agent of Otter ProductsA representative of [redacted] admitted via email that a mistake was made

Complaint: [redacted] I am rejecting this response because: I spoke to a total of three agents not two Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me contingent that they refund my money that I paid for the case I have submitted all of the required documents listed in their response.refund amount $plus tax Regards, [redacted]

Complaint: [redacted] I am rejecting this response because I was not able to register my case because I was overseas in a military combat zoneI am willing to submit my full military orders to provide proof of my statementI understand that registration has to be done but again I had no internet and was unable to registerWhen the case was purchased and sent to me overseas that alone is over daysIs there any way you can take that into consideration? Regards, [redacted]

Complaint: [redacted] I am not actually rejecting this response because: I am not actually rejecting the resolutionHowever, I would like to await the outcome and see if the refund is actually processed and sent Regards, [redacted] ***

RevDex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Regards, [redacted] Sarah I have sent all photos to an Email you sent me previuosly , this has just a few it would only let me send 4

Dear [redacted] ***,Thanks for letting us know of your distress and sorry for any misunderstanding about our warranty policyThere is no statement in our packaging that will warranty or insure the device, and we apologize if you were misled in any way that we mightPer our limited warranty, we cannot assist with the deviceWe do try to give you extra, added protection on your deviceThere is no case out there that will assure there will never be damage to your device, and no case can assure for every possible combination of conditions in a fall, such as speed, velocity, surface temperature, or pre-existing defects to the deviceIt does look like we have offered you a third party refund on that caseWe are still eager to assist with thisWe just need the requested information to proceed on this.Please let us know if you have any questions.Best,***