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

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseWe do extensive testing to ensure that our cases are as durable as possibleWhile we strive to make the most durable case available for our customers and their devices we can not guarantee that a device will never become damagedEven though we are unable to warranty the device we are able to offer a replacement case of your choice for that device or a different deviceTo read our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.htmlWe are also able to waive our standard shipping and handling fee

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

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]

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.

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]

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devicesThis is explained in an insert that comes with every LifeProof caseOur warranty is just for the case itself and not for any other product, as we cannot warranty something we have not manufacturedAdditionally, the case is not an insurance policy on the deviceWe do test our cases extensivelyThat said, there are a number of reasons a device still may suffer damage, including, but not limited to, a water test not being administered correctly or plugs not being sealed before useI am having trouble finding your original incident: was it perhaps under another set of contact information? We would like to see what other options may be available at this timePlease let us know if you have any questions.Best,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

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 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]

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

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,***

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,***

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 ***,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 [redacted] ,Thanks for reaching out to us and very sorry for any delays.It looks like we already took care of that issue with the fee waiver in incident [redacted] . We waived it again in [redacted] , but that was a different issue as it looks like we ordered the wrong color the first time, and we take... responsibility for the error. This fee waiver is generally something we can only do on a one-time basis. Please let us know if you have any questions. Best,Sarah

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

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

All of our cases come with a limited one year warrantyThis warranty covers the case but not the device inside of the caseIn addition to this one year warranty there is a plan called Total Water Protection Program that allows us to replace the device should it become water damagedThis program requires that a customer register the case and deviceIn the unfortunate circumstance where the device becomes water damaged we are able to send a replacement device and caseAfter this device is received you have thirty days to notify us of any issue that you may be having with either the case or the deviceIf we are notified outside of this time frame we will be unable to offer an additional replacement deviceI have reviewed your case and we were contacted days after the device was received to notify us of any issuesThis is outside of the thirty day time frame and we will be unable to offer an additional replacement deviceWe are able to continue to offer a replacement case should yours become damaged or stop functioningWe would also be able to waive our standard shipping and handling fee

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with your deviceWe do hear you feel it is advertising on our partWhile we respect the passion of this argument, we do want to emphasize that we in no way promise that you will never experience damage to your deviceThe warranty does not extend to the device and the case does not act as an insurance policy on the phoneAdditionally, there is no case out there that will assure your device will never breakWhile we do test our product extensively, we cannot be there for every moment in the life of the case and the deviceDamage is often be due to an unfortunate chain of events that we have no control overIf you like, you can read more about our limited warranty, here:https://www.lifeproof.com/en-us/warranty-full.htmlWe do stand by our offer to get you a refund on the case itselfHere is what we need, in case you need that again: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 dateOnce we get these items, we will be very happy to get you that refund on your casePlease let us know if you have any questionsBest,Sarah