Otter Products LLC

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

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

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 distress you may be experiencing.Per our limited warranty, we do not assist with devicesWe do apologize if there was any misunderstanding of thisWe cannot warranty something we have not manufactured, and the case does not act as insurance, either implicitly or explicitly, on the caseYou can read the terms or our warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe are happy to replace your caseWe may be able to offer a third party refund on the case instead of sending out a warranty: you may choose one or other of these optionsWe just need Item for a warranty, or Items 1, and to do a refundItem 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 Item 2) 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.)Item 3) 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 dateYou may upload the photos here or to the original incident (12671179)Please let us know if you have any questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your caseAll of our cases have a one year limited warranty against damage and defect to the caseIf the case should become damaged during this time we are able to replace the case for youAll of our cases are water tested before being shippedUpon receiving the case we ask that you complete the water test and then continue to do so at regular intervals throughout the life of the caseUnfortunately our warranty is limited to the case itselfWhile the case is an added layer of protection it is not a guarantee that a device will never become damagedWe are able to replace and in some circumstances refund the case we are unable to offer any compensation for the device

Otter Box *Phone case I bought from [redacted] , my son dropped the case (with phone)with the protective case broke the case and the *Phone [redacted] , shattered the the screen the warranty states that is year warranty, also the fine print provides protection to the *Phone to replace the shattered phone [redacted] my phone provider would charge me the insurance delectable if I choose to proceed with insurance optionI have been a family of Otter Box purchases & very dis-appointed The cell # [redacted] I would like damages for the cell phone & the case replaced

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

While it's regrettable that your phone case was discontinued, our Customer Service representatives offered a solution by sending you a case that would work for your phoneThe Fre series case offered to you is comparable to your previous case; with the same promise of being waterproof/dirt proof/drop proof/snow proof, the only difference is that this case comes with a built in screen protector and is valued at $less than your Nuud series caseWe can make a one time exception to waive our shipping and handling fee as this is not a desirable situation, but are unable to issue a refund on this caseRefunds can only be processed if the case was purchased from us within the past days, and an RMA has been issued to return the product to us

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

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 offer a replacement caseBefore leaving our factory each of our cases are tested to ensure that they are water proof, upon receiving the case and at regular intervals throughout the life of the case we ask that a customer complete a water test to ensure that it remains waterproofWhile our cases are an extra layer of protection they are not a guarantee that a device will never become damagedWe are able to offer you a replacement of your choice for the same device or a different deviceWe are also able to waive our standard shipping and handling fee

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

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.We are realizing that you should absolutely qualify for that device replacement but simply contacted the wrong departmentNot all LifeProof customers have the Total Water Protection Program (TWPP), but knowing you are a [redacted] customer helped us recognize your issuePlease give the TWPP department a call at 877-394-6001, and they will be happy to assist you.Please let us know if you have any questions.Best,Sarah

I ordered a Lifeproof FRE case for the *Phone [redacted] from a re-seller and it was shipped by [redacted] The correct item arrived quickly and passed the initial test for watertightnessBy phone and email, this manufacturer confirmed authenticity and provided a related video and users manual, but refused to register the item for a 1-year warranty against manufacturing defects, on the grounds that it doesn't make this model anymore (against its posted Global Warranty, which lists no such limitation, and which provides for a different model if the original is unavailable; also contrary to the warranty in the item's packaging, and posted on the re-seller's [redacted] site)Since the warranty was the main reason I bought the authentic Lifeproof product, rather than a competing one at a fraction of the price, I'm dissatisfiedCustomer service was also unsatisfactory, since on repeated rounds by phone and email (always under "[INCIDENT: [redacted] ] LifeProof Limited Warranty"), I got a different person

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] That number is for your total water protection plan I need to have a credit card ready to pay $Are you serious? I'm not filing a [redacted] claim, I am looking for a refund on the caseAren't you reading any of these responses??? I need you to look my information up, and follow up with your own plan to refund the cost of my case and get out of my life You responding with me calling to file a NEW claim and pay is not happening I have called you people countless times Fix it

I respectfully file a complaint against “LifeProof” for false advertising and failing to abide by their “drop proof” guarantee to protect a cell phone dropped up to 6.6 feet. 12/13/16 I knocked my [redacted] **, protected by a LifeProof case, off my 3-foot kitchen counter. The LCD screen broke. I can still hear my alarm go off at 6:00 every morning. I can’t snooze or dismiss it. It just goes off every 10 minutes until 7:40. I can hear when a phone call, text, or email comes in. I can’t see it. I can’t read it. I can’t answer or reply. I can’t get medication reminders or access my calendar for numerous appointments for myself and my 30-year-old autistic daughter. The sad part is, after I dropped it, my neighbor asked if I broke my phone. I said, surely not. I have a LifeProof case! And I preached to her for 10 minutes on how great they were. She left, and I discovered my phone did break. I could not go anywhere 12/14/16 due to my daughter’s neck injection at the Center for

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.We are looking further into your situation and we are not finding your incident from when you contacted us. Perhaps it was under another set of contact information? So you know, we do not ever replace devices through our warranty system. I did look up to see if you perhaps had TWPP (Total Water Protection Plan) which is a plan you may purchase through [redacted] at the point of purchase of the case. Most customers are aware if they have this. Again, that department was not able to find any claim under the information you have provided. We definitely want to help you but we may need some more information. The offer for the third party refund on the case remains if you are not otherwise working on a TWPP claim and can provide the requested information.Please let us know if you have any other questions.Best,Sarah

My wife and I switched cell phone services to [redacted] While we did that, we bought otterbox cases (for each phone) Recently, my wife put her phone, which was inside the phone case she bought, under her arm while walking through the parking lotAs she was walking, she dropped the phoneThe front of the phone shatteredThe corners of the phone cracked and the back side of the phone broke as well We went to [redacted] and were told it would cost $$for a new phone replacement, even though we have insurance on the phone I contacted otterbox about the product and I was told they would replace the phone case but not the phone and it wasnt there problem Why did I spend $on phone cases to protect my phone, but then have the company not comply with their own warranty? I want my phone replaced since I spent my money on their case and it still cracked

***, Thanks for reaching out to us! I am so sorry for the confusion or misunderstanding I do understand that not all online retailers collect sales tax in all states but Otter Products is required by law to collect sales tax on orders placed in a state where we have Otters (employees) conducting business, and since we conduct business in your state, we have an "economic nexus" or "presence" in your state Therefore, we must charge sales tax Again, I am sorry for the confusion! I do hope this provides come clarity Best Regards, [redacted] OtterBox

Complaint: [redacted] I am rejecting this response because: ON-LINE What it means to the rest of us: Your device is safe from water and dirtYou can dunk it in waterYou can drop it in the dirt What it means to engineers: IP-is the international standard for water and dust ingress protectionIP stands for Ingress Protectionis the highest rating for solid particlesis the highest rating for liquidsIP-rated enclosures can withstand circulating talcum powder for hours, and water immersion to 2m for hour A final word on water: we water test every case we makeIf it leaks, we scrap itWe do this to give you the confidence that your phone or tablet is 100% protected Our Promise LifeProof products are sleek, elegant and beautifulBy delivering capabilities and freedoms you never thought possible, we take the worry out of living your lifestyleWe promise premium performance, superior quality, exceptional value and excellence in every dimension of your LifeProof experience Mishaps Accidents happen, and at some point, they happen to the best of usDrops, fumbles, dunks, spills and splashes are just part of lifeAnd, though we do our best to avoid them, even minor slips can cause major device damageLifeProof delivers the oops-proof protection you need to take the sting out of the day’s missteps, mishaps and misadventures I will not take your offer for a free new case! I am and will not refer your product to anyone The box is very deceiving to customers, and apparantely my [redacted] Store Employees, which they decided to not sell my the phones insurance because it says ON YOUR BOX that it warranties the device up to one year!! You keep saying you promise this, you promise thatWhat happens when your product BREAKS ITS PROMISE and ruins someones EXPENSIVE phone because the PROMISE didnt live up to its WORD! In MY WORKPLACE, my customer will get the product if we break our promise I will GO TO EXTENTS with this to get my phone repaired by either you or [redacted] [redacted] sells your product, so you probably have a contract with them, its a phone call away to them to get this resolved NOW, because again, I will go the distance if I have to, I can PROMISE YOU THAT! Get this resolved, or I will take the next step Regards, [redacted]

Complaint: [redacted] I am rejecting this response because the only thing [redacted] seems to be worried about is being accused of advertisement, which it is What he needs to be focused on is the replacement of an [redacted] 5C 32GB (Green) and new LifeProof NUDD case being sent to the consumer, me, I have been waiting on a return shipping label since Friday, from [redacted] as PROMISED, and have yet to receive it via email, text, or USPS So, yes, you can have a phone that wasn't wanted in the first place as soon as Otterbox, LifeProof, or [redacted] as PROMISED send me the shipping label What [redacted] has felled to acknowledge, as per the Total Water Protection Program, I am to receive a replacement of the same color, Green [redacted] 5C 32GB (not whatever color you want to send me), and a new LifeProof NUDD case And, as I stated in the first complaint, LifeProof and [redacted] as PROMISED, has felled to fulfill their obligation, as per the TWP agreement I would also like compensation, in the amount of $80.00, for the amount I have had to pay [redacted] wireless, my wireless provider, for service that has not been utilized during this waste of time me and my daughter has had to endure because of LifeProof's inconsistency So, [redacted] as a PROMISE from [redacted] , when I get the return shipping label, you and [redacted] as PROMISED can have the Blue [redacted] 5C 32GB I will be standing by for a return shipping label, replacement Green [redacted] 5C 32GB and LifeProof NUDD case, and compensation in the amount of $ Maybe, [redacted] as PROMISED will be more prompt with the shipping of the label and I will receive everything as requested sooner than later FYI, my name is spelled [redacted] Thanks [redacted]