Otter Products LLC

I purchased an Phone [redacted] on December 10, from [redacted] I told them my husband works for the water department so I needed a phone case for him that would handle this rugged job that involved being around water [redacted] told me to get a Lifeproof caseThat they are good for being in up to feet of waterI purchased it at that time and they put the case on my husbands phoneOn August 18, he dropped the phone in a meter pit (feet max) of waterThe next day the screen looked weirdI called [redacted] and was told a replacement with the [redacted] insurance would be but that Lifeproof should cover that since the case did not do its jobThey gave me the number for Lifeproof and [redacted] Lifeproof was closed since it was a weekendI did the rice in the bag trick but it didn't helpI called Lifeproof and they don't warranty the phone, only their productI was misled by both [redacted] and Lifeproof and am now stuck with a phone with a blurry screen

Complaint: [redacted] I am rejecting this response because: they refunded me most of the money they took all but like a penny of it and blamed in on the system not allowing it to do a complete refund I realize its just a penny but if they are doing to this me how many other hundreds of people are they doing it to as well a penny can add up over hundreds or thousands of customers!! They need to fix their system to be able to issue full refunds If you can take the full amount you should be able to refund the full amount as well and not blame it on a "system issue" Someone needs to look into this and I did file a complaint about this with the Colorado state attorney generals office as well and it is currently under review according to email I received from them the other day Regards, * [redacted]

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

I bought my daughter a Lifeproof case because I just got her a cell phone. Lifeproof advertises that you can take the phone in the water and take photos under water. Well my daughter did just that. We had tested the case prior to her taking it in the pool like the directions said. So after my daughter took her phone in the pool she prices that there was water in the case and on her phone. Needless to say the phone does not work. I had to file an insurance claim with [redacted] to get a new phone which cost me 200.00 dollars. I called Lifeproof and they said that they do not garentee the phone, they only garentee the case. My problem is that my daughter would have never taken her phone into the water if it did not have this specific case on it. I think that if you say a product is going to perform a certain way and it does not that you should take some responsibility in the matter.

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 Hi [redacted] ,That case is fineThank you so muchI hate having to escalate things to this level Regards, [redacted]

I have had five of their otterbox belt clips and everyone of them breakNow they want me to pay shipping on a replacement and I have only had this one about a weekI have two I phones and the clips just break offPoor product for the price you pay and then if you get on line to complain you can't get to a email complain sight you have to call or go thru the pages of question just to start over

I am so sorry to hear your Ipad was damaged in one of our casesWe would be more than happy to replace your case, as for your Ipad you would have to bring it to your manufacturer for repairOur cases are added protection for your device but does not guarantee a device will never breakPlease give our customer service line a call and we would be glad to help you out! [redacted] or follow this link to complete a warranty on your casehttps://www.otterbox.com/en-us/warranty-claim

Complaint: [redacted] I am rejecting this response because we have gone through cases with use It must be a bad batch of them They arent even holding up to the slightest wear.What else can be done, how about refunding the $ I spent on the cases ? They are not standing up to even the slightest wear.Regards, [redacted]

Dear ***,Thanks for reaching out to usWe are very sorry for that extra day or so delayIt seems to be a combination of processing and delivery delays, almost certainly due to the season and is not a typical occurrence.We are seeing this order, [redacted] , was delivered today: Mon 12/07/12:pm ESTThe FedEx tracking number is [redacted] .Please let us know if you have any questions or concernsBest,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.This is what we can do for you: if we can get a couple of items from you, we can do a third party refund on the caseWe apologize if any information to the contrary was given, as this is an exception we can make under certain conditionsWhile we don't usually offer this after a replacement product has been sent, we are happy to offer this check refund as wellYou will be under no obligation to return the case that was sentSince we already have a picture of the case, what we need is:1) 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.)2) 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 dateBear in mind, there are a wide variety of reasons that a device may suffer damageThat said, we are happy to get you this refund on the casePlease let us know if you have any questions or concerns.Best,Sarah

Dear [redacted] ,Thanks for getting in touch with usWe do apologize if this has been an upsetting situation for you.First, I want to address your concerns about the Care and Handling feeWe certainly were not trying to cause distress with this feeWe have simply changed our warranty process to include this nominal fee to help minimize delays with the warranty processThe vast majority of customers we surveyed preferred implementing this change to our warranty system.Second, I want to reassure you that we did correct the order so you will be getting that Droid Turbo Defender caseIt may not show up in your updates, but it is in the order that is heading out to youYou should be receiving this case early next weekPlease let us know if you have any questions.Best,***

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.We absolutely want to help you out and get you a replacement on your [redacted] case, but the concerns with the photo largely have to do with clear and up-to-date information being in the warranty photoThe photo that was sent to us last month was already three months oldI am sending you a request for a single photo: please make sure that put your signed name, printed name, product code, and current date on a sheet of paper visible in that photoOnce we get that one picture, we will be happy to send you the replacement for you [redacted] case in the color of your choice.Please let us know if you have any questions.Best,***

Revdex.com: Otterbox has agreed to send me a refund for the Otterbox defender [redacted] case that I found to be defective in the amount $I will be shipping the case back to Otterbox on 5/15/with delivery confirmation via *** Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:1) The email for pictures was not sent in a timely manner; to date, I have not received an email about this issue.2) The agents I spoke with did not advise me that the email had been sent; perhaps it was because they were too busy lecturing me, and/or hanging up on me?If Otterbox would like to resolve this issue, the information needed can be found in this dropbox folder: [redacted] Email correspondence will be handled through my personal email, [redacted] . In the future, I strongly recommend that you treat your customers with respect, and have a conversation with them. It constantly amazes me how simple customer service can be, and how often some nitwit messes it all up with their terrible attitude, their control complex, and/or their poor grasp of the English language. Regards, [redacted] ***

Dear [redacted] ,Thanks for reaching out to us and sorry for any delaysWe believe we have found your LifeProof incident, though while the email and phone number are the same, the contact name and mailing address are differentPlease do let us know if we should be looking to any other incidentsPer our limited warranty, we are unable to assist with devicesOur limited warranty can be read on our website, or on an insert that comes with each LifeProof packageYou can read more about this limited warranty, here:https://www.lifeproof.ie/en-ie/warranty-full.htmlWe also encourage customers to do back up of important files such as vacation photos, as it is impossible to assure there will never be damage to a device that such files may be stored onWe make no promise of the device being unbreakable or files being invulnerable while inside one of our casesIt is true that, as the case was purchased from [redacted] ***, the option to register for TWPP is not availableThis is not a matter of passing off this coverage to a third party: we have an exclusive partnership with [redacted] to offer it just at the point of purchase from [redacted] It probably should not have come up as it would be a moot point for anyone who is not already registered for TWPPWe are sorry if it has caused any frustration.Now, on to what we can do for youWe are happy to assist in the form of a third party refund on your case itselfThis is what we would need:Standard Warranty Case Photo:Your entire case, including parts that are not damagedAny design or pattern on your case, such as camouflageYour handwritten name, current date, and signatureThe Serial number or product code found inside your case 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 signaturePurchase Receipt or invoice:Purchase date (within the last months)Case or product that was purchasedPurchase priceRetailer contact information, including phone numberYour handwritten name & current datePlease let us know if you have any questionsBest,Sarah

Dear ***,Thanks for getting back to us and sorry for any delaysWe do hear it has been an upsetting experience for youWe are also sorry you perceive that we are falsely advertising our productWe respectfully assert that we are in no way backpedaling on any promise made in any of our packaging, print material or advertisementsUnfortunately, unless you can provide a receipt from [redacted] , we cannot process that third party refund on your caseIt sounds like there was some dispute if our finance department did require that item, but I can assure you they absolutely doThere could be trouble with the IRS, should we be audited, if we do not have an itemized purchase receipt generated by [redacted] The third party refund is quite conditional upon provide the three requested items as specifiedWe did clarify that the refund was dependent on those items, and we did not make an unconditional promise to refund youNot everyone qualifies for this offer, and the offer already stands way outside of our standard warrantyAs it looks like we are unable to process the refund, we are happy to get you any case you like (aside from our battery case) and I am even willing to get you any two non-battery LifeProof products you likeI know this may not sound ideal, especially as you have been disappointed by our products and by this experience, but we do want to help you out as much as we can within the constraints of what we are able to doPlease let us know if you have any questions.Best,Sarah

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseIf the case should become damaged or stop functioning we are able to send a replacement within one year of the original purchaseBefore our cases leave our factories they are water tested and have passed the water testUpon receiving the case and at regular intervals through out the life of the case we do ask that a water test be performed to ensure that the case is functioning correctlyWhile our cases are an added layer of protection they are not a guarantee that a device will never become damaged.We do offer an additional program called the Total Water Protection Program that can only be purchased through VerizonIf the additional protection was purchased and registered for within days you will qualify for additional device protectionIf the additional protection was not purchased and registered for we are unable to offer any compensation for the deviceWe are able to offer a replacement case of your choose and to waive our shipping and handling fee

No, none of the adapters that were sent to me allow the volume controls on the [redacted] EarPods to function.

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Lifeproof said that they would replace my phone because it was water damaged but they needed the case number and because it was hard to read because they put it in a place where it purposefully comes off then they did not want to deal with the liability anymore. My friend bought me the case from [redacted] as a gift and we called and they said they are the only carrier that will replace your phone and case of it is water damaged. Because they case failed me my phone is unable to be used properly and I would like a new phone I am not even worried about a new case because you guys failed to protect my phone.