Otter Products LLC

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.

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

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 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

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

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

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

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

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

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

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

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

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

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

***, 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

Dear [redacted] ,Thanks for getting in touch with usWe do apologize for any distress this may have caused you.We have determined this case to be a counterfeitUnfortunately, counterfeits can be very deceivingWe cannot warranty a product that we have not manufacturedWe are happy to give you a 25% discount on your next purchase, which is a much larger discount than we are normally able to do.Please let us know if you have any questions.Best,***

The Lifeproof Nuud case for the [redacted] advertises it is water, dirt, snow, and drop proofI tested the case with the materials provided and had no leaksOnce I inserted my phone in the case and after a few drops, I found the case had lost it's integrity and the case started allowing water to seep insideNow, I have an [redacted] ($800) malfunctioning and [redacted] refusing to help me due to the damageAfter reaching out to the company, I am informed that although Lifeproof guarantees these 'proofs', if it is falty they will replace the case and not the actual phone it swore to protectThey should advertise the actual phone is not protected against faulties of the productAlso, everyone should see their warranty exclusion BEFORE purchasing the device, I'm sure it'd change the minds of a lot of their consumersAs stated on their website: PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE THE OTTER PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, CELLULAR PHONES, OR OTHER HANDH