Otter Products LLC

Complaint: [redacted] I am rejecting this response because: You have failed to acknowledge the biggest part of the complaint, that your customer service representatives LIED to me over and over again Apparently you feel this is an acceptable way to run a business because you seem to continue the lies in your generic responses to this complaint I was told many times that there was no workaround to the problem, yet when I called back and spoke to the same person and told them of the workaround I came up with they informed me that they had in fact used that very same workaround before and had success with it So every time they told me there was no workaround they LIED to me Now you continue to tell me that the problem was with my credit card and that the order didn't go through until IT had fixed the problem but I believe that is a lie also When I was initially told it was a credit card billing address problem, the computer system crashed and the representative was unable to proceed further with the claim When I called back the next time I was told that it was a shipping address problem not a credit card billing address problem When I finally called back to offer the workaround the claim went through fine despite being told that IT had not fixed the problem yet I will not roll over and accept your insincere apology after your company disrespected me by lying to me over and over again [redacted]

Hello Eric, I'm sorry to hear that we were not able to replace your case for you Under our Limited Warranty, we are able to cover and replace products that have been manufactured by [redacted] and have shown signs of a manufacturer defect After we received the photos of your case and the serial numbers from the inside of the case, the photo and information were forwarded to our Brand Protection team for authentication The Brand Protection team, a team dedicated to determining the authenticity of our cases through photos and other information gathered, came to the conclusion that your case is counterfeit As stated before, we are able to cover and replace products that were manufactured by [redacted] , but in this situation, since the case was determined to have not been manufactured by [redacted] , we will not be able to provide a replacement case You may visit the following webpage for tips to help avoid purchasing counterfeit products, and also to report counterfeit [redacted] products: http://www[redacted] .com/en/fake- [redacted] -case/ Best Regards, Patrick

Dear [redacted] ,Thanks for reaching out to usWe do apologize this has been a frustrating experience.As stated, we are not able to do a third party refund on this caseWe can, however, offer that if you want to set up a fresh warranty claim on the case we just sent you, we will allow that you can get any other case at the same price point through our warranty systemPlease let us know if you have any questions.Best,***

With all cases purchased from one of our distribution channels, we have set up to have a window of days from purchase to return to place of purchase for any exchange or returnOutside of that time-frame, we are more than able to process a warranty claim for your damage caseWe never charge anything for the cases under our warranties, but we do collect a shipping and handling fee to help mitigate the cost of shipping itWe do not request for the full amount of shipping, but ask for a portion of it to be coveredIf you would like to contact our Otter Products customer service for assistance with processing your warranty, you may reach us at 855- [redacted]

Hello ***, After reviewing your information and the situation, it looks like you had submitted a service request under your Total Water Protection Program registration code, but never sent the phone back to us. Under our Total Water Protection Program, if a phone is damaged by water, you... must submit a service request, pay the $50 service fee, then send the phone in to us for verification and to see if we can approve the repair or replacement of the phone. This is all stated in the information for the program on our website, and was also stated in the email we had originally sent to you when your repair request was submitted on September 10th. I am also showing that you had contacted us about this on September 30th, and we had clarified what we needed in the package from you. At this point in time, we are just waiting to receive the device from you before we can proceed with the process for the Total Water Protection Program. The sooner you can get the phone, case, and required information in to us, the sooner we can proceed with the process. If you have any other questions, please let me know. Best Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to usWe do apologize for any distress you may have experienced.We do first want to mention, after seeing the notes in the original incident, we are happy to help you with a warranty claim on your caseWe want to be clear that with any continued legal threat, we will have to refer you to our legal department and will no longer be able to help you here in customer service.That said, to explain again, per our limited warranty, we are not able to assist with any broken deviceThere are many factors that can go into a broken deviceWhat we can do is assist with getting you a new case.If you would like to proceed with a replacement on your case, we will be happy to help.Please let us know if you have any questions.Best,***

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.I did contact our TWPP department and they do also want to apologize for any communication errorThey have been trying to reach you by phone regarding [redacted] ' claim that was initiated 7/9/They tried calling 7/22/2015, 7/24/and 7/26/to get the process rollingAlthough the coverage ended 6/30/2015, they are offering to extend that out until 8/3/to get you taken care ofThere was a case that you received through our regular warranty system, and that may be part of the confusion, as TWPP is a different departmentThere is no requirement to get that case back to us, howeverThe TWPP department will be sending you an email and be continuing to contact you by phoneThey will be sending the email to this one provided hereHope this clarifies thingsPlease let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.We do apologize you have had a bad experience with our products. Your experience is very unusual, and we can assure you that we extensively test our product to the highest standards. The request you have made is not something we can fulfill. We are happy to get you a replacement on your case. If need be, we can reasonably continue to assist you until the issue is resolved. We also advise that you absolutely assure you are conducting the water test correctly, and re-consult the instructions in the package. Please let us know if you have any questions.Best,Sarah

BOUGHT AN OTTER BOX FOR MY [redacted] AND WHEN I DROP THE PHONE IT BROKE AND OTTER BOX SAID THERE CASE WILL PROTECT THE PHONE THATS WRONG AND ADVERTISING THEY SAY ALL THE WARRANTY IS THE CASE

I purchased a Lifeproof case for my [redacted] and according to Lifeproof advertising, this case can with holding a drop from feet (meters)When my son dropped the [redacted] which had the lifeproof case from approximately feet the [redacted] glass shatteredI called Lifeproof customer service in order to resolve this problemThey told that since they did not make the ***, they will not cover the repair for the broken glassThey are willing to replace the Lifeproof caseThe Lifeproof case is not damaged, only the [redacted] case got damagedI told what good is to purchase their case if is not going to protect the device in accordance to their warranty of a feet drop

Complaint: [redacted] I am rejecting this response because:1) I was never told to fill out a warranty for my phone caseI was told by my nearby [redacted] store that the case has a warranty nothing about having to sign up for the warrantyAnd a [redacted] employee put on the phone case initially and all I did was make sure it was tightly sealed and securedAnd from what I read from the lifeproof website when you start a warranty it asks where you purchased it and it only has about options one which was [redacted] storeThis implies you have some sort of agreement with [redacted] .2) Your warranty should cover the damage because the case was apparently defectiveWhen I was on the phone with one of your associates(the one who deliberately hung up on me) he stated the day window is there to ensure that other customers do not put their defective phones into the case then start a claimThe exception can be made when a proof of purchase from a phone store on the same date the phone case was bought is plenty proof that I am not deliberately trying to take advantage of anyone.3) A person wouldn't read every single detail from a boxA person buying a phone case would take out the phone case to protect their phone not read every single detail.4) Business where you create a loop where you can just completely disregard customers despite selling a phone case that cost me $is bad business Regards, [redacted]

Hi [redacted] , Thank you for contacting us regarding this matterI am sorry to hear about the damage to your device, I understand that this can be a frustrating situationOur cases are designed to add increased protection for your device, however we are not able to guarantee that your device will be unharmed in every situationWe have tested our products to meet Military Standard 810F-for drop protection and IPfor dust and water intrusion which is why we advertise the product in the manner that we doIt is still possible for the device to be put into a particular situation where the protection needed to prevent the device from being damaged exceeds what our case has been engineered to offerWe would be willing to offer a refund for the purchase price of the case, we will just need a copy of your receipt and a photo of the damaged deviceI apologize for any inconvenience this may have caused youIf you have any additional questions or need assistance with the refund process please let me know ***

Complaint: [redacted] I am rejecting this response because:I don't want another case as they are defective As previously stated there is hundreds of complaints with the issue of the latch to the charging port breaking and I am already in my 4th caseIf your company really did care about your customers and research the complaints about this issue it would have been addressed and long time ago Why is it so hard to acknowledge this case has a major design flaw and either give people their money back or fix the problem? Making me continue to pay dollars every couple months for a replacement on top of the I already spent on the original is not right If you agree to wave the replacement fees every time this breaks is fine but I am done sending more money for something I know will break I will not accept any other offers other than my money back for my original purchase or a guarantee that I do not have to pay for replacements every couple months when it breaks again Regards, [redacted]

Let me know how to get in touch with you regarding the cases, thanks[redacted] Revdex.com:I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

I have ordered your replacement caseYou should receive email confirmation and email updates through out this processIf you have any questions or concerns please contact us, [redacted]

[redacted] How do I follow up with Otter LLC to get the refund they offered for the Lifeproof case? Will they contact me directly? Thanks, [redacted]

Hello [redacted] , I apologize for the delay and inconvenience with this process through the Total Water Protection Program I have spoken with a few different people regarding the replacement phone and it looks like it is on its way to you and estimated to be delivered tomorrow We have also put through a refund request with our Finance team for the purchase price of the case This refund will be sent out in the form of a check for the $that was paid for the case, but it may take upwards of a few weeks to get to you At this point in time, it looks like everything is being processed for you, but if you have any other questions, please let me know Best Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to usWe apologize this has been a stressful experience.Per our limited warranty, we cannot assist with your deviceThe LifeProof case is not meant as a form of insurance, and there is no case that exists that can protect against all possible falls at all possible angles onto all possible surfaces.We can assist you with a replacement on your caseWe may also be able to assist you with a third party refund on your case, if you would like to pursue that instead of a warrantyIt would be one or the otherWe do need very specific information in place to be able to process a third party refund on a case, and not all customers are eligible for this optionPlease let us know which would work for you.Best,***

Product portends to protect a phone from water damage It failed, phone destroyed, Lifeproof more than willing to send me a new case...really? If I had bought a helmet that was supposed to help me and failed, I would have brain damage What good would a new helmet do me? I am appalled that companies that promote their products to protect other, more expensive products, are not held accountable when they fail Lifeproof (aka Otter) is a smear on the name of Otters everywhere

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