Otter Products LLC

All of our cases come with a limited one year warranty against defects in material or workmanshipWe do currently have a shipping and handling fee of $to enable us to quickly evaluate your claim and ship a replacement product with less hassle for youTo complete the claim you will need to visit our website or give us a callTo view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.htmlOur customer service team and customer service management team is empowered to help with any and all escalated situations

While we do stand behind our product and would gladly warranty parts in which we manufacture, we are unable to repair or replace products that we did not personally manufactureThe full extent of our limited warranty can be found on our website here: http://www.otterbox.com/en-us/warranty-full.htmlWe are happy to replace the case, and can waive our $shipping fee as an exception if you would like to call us at 1-855- [redacted]

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

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,***

Lifeproof performs test on all of our cases before sending them out for distribution to ensure they meet the stated claims of protectionWe then ask our customers to test the case before placing the device inside and then again every months to ensure everything is working as it shouldIt is the consumers responsibility to take reasonable precautions regarding how you use your device and to expose you device to hazards at your own riskLifeproof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Lifeproof

Complaint: [redacted] I am rejecting this response because: No no solution was offeredI have a case and do not need a discount on a future caseAlso you discount codes are available to anyone with Google please offer a real solution to my complaint Regards, [redacted] ***

[redacted] ** Dear Ms***, I am writing to let you know I reject their response I am sending photos of areas that advertise a year total water protection with repair or replacement if water damaged Also the box says it is fully submersible to feet My daughter was only in a foot pool We saw another person over the 4th of July with same case and they were taking underwater photos in a pool without a problem There is a defect in this case that damaged our phone beyond repair.Please see the attached and forward to Lifeproof on my behalf Please advise me if you need anymore information[redacted] ***

[redacted] , I am sorry to hear about the damage to your daughters phoneWe advertise our cases as waterproof because they are designed and tested to meet IPstandards for water and dust intrusionEvery case is water tested at the factory to insure it is waterproofedIn the owners manual we instruct our customers to water test the case prior to ever installing any electronic devices as well as before any planned exposure to water, every months after purchase, and after the case experiences any shockIf these instructions are not followed this can result in damage to the deviceWe are only able to warranty the products that we manufacture, because we do not manufacture the device we are not able to cover it under our warrantyWe would be willing to offer a refund for the purchase price of the caseIf you are interested in pursuing a refund for the purchase price of the case please let me know and I will let you know what information we needI apologize for any inconvenience this may have cause youPlease let me know if you have any additional questions ***

Hello ***, I sincerely apologize for the inconvenience and delay with the situation It looks like the receipt may never have come through for us, or we may not have seen the receipt when your first complaint I unfortunately do not have the ability to review your previous Revdex.com complaint, but if you would be able to reply to this complaint with the receipt for the purchase of the case one more time, I can get the refund set up for you If you have any other questions outside of this, please let me know Best Regards, [redacted]

[redacted] I did respond? All I wanted was a case replaced under their warranty.Sent from my [redacted]

RevDex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me.,How will I go through choosing my replacement item. Regards, [redacted]

Dear [redacted] ,Thanks for letting us know, and sorry for any continued frustration with our product.We do see you were able to get that RMA set up earlier todayIt does look like we have reversed the shipping charges on that RMA as wellPlease let us know if you have any additional questions or concerns.Best,***

Hi ***- Thanks for contacting us, I am sorry for the experience that you had when you called in I looked at the incident and it appears that the agent didn't grasp that you had purchased the case directly from our website I have processed a refund for $ You should see this reflected on your credit card within to business days.Thanks for your business!

[redacted] , I apologize for the inconvenience, but as mentioned previously, we are unable to cover damage to devices under our limited product warranty It is stated that our warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside of outside of one of our cases So, while we are unable to cover the device in this situation, we would still be happy to provide you with a replacement case under this warranty, we will just need the case color and the serial numbers from the inside of each piece of the case Best Regards, [redacted]

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with the deviceWe do especially apologize if you and your acquaintances were under the impression there was an implied warranty on the deviceThis is something we explain in the packaging that comes in each and every LifeProof case: that the warranty does not cover the deviceAdditionally, while we test our product extensively, even under the best circumstances there can be an unusual chain of events that may lead to a device experiencing damageWhile we are not seeing any incident under the contact information you have provided, we are happy to help you out with a replacement on the casePlease let us know if this is something you would like to do, and if you have any questions.Best,Sarah

Hello ***, I am tremendously sorry to hear about the damage to your wife's phone while you were waiting for the new case to arrive Unfortunately we had done everything we could under our warranty at the time, and the original package that FedEx is showing as delivered, but you are saying you didn't receive, is something that was out of our control We had even sent out another package and had it expedited for you as well when you contacted us to let us know you didn't receive the initial package It is clearly stated in our warranty that we are unable to cover damage to devices under any circumstance, so we will not be able to repair or replace your wife's phone under this warranty I am showing that we have already sent the new replacement out for you, but if your wife is going to be getting a new device, as a one time exception, I would be happy to send a case for this new device out for you If you would like to have a case sent out for the new device, it would have to be of equal or lesser value to the original Commuter Series case, I would just need to know which series you would prefer in this range, what kind of phone it will be for, and what color(s) you would like for the new case I apologize for the inconvenience with the situation, but if you have any other questions, please let me know Best Regards, [redacted]

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

Though all Lifeproof products are tested to meet stated claims of Water Proof, Drop Proof , Dirt Proof, and Snow Proof, your device can still be damagedWe state all of our coverage's within the Owners Manual included with your case, as well as the websiteThe Lifeproof product warranty only covers the Lifeproof product and does not cover any non Lifeproof product or devicesIt does look like we processed a warranty claim and sent out a replacement case for your [redacted] Fre case, which is what our warranty coversIf you would like to go over any additional options you can contact our customer service by phone or through our website

Complaint: [redacted] I am rejecting this response because:What have you changed on the case to make it more reliable? What was your fix for the broken latch? Even your own website is filled with negative reviews all about the defective latch I pre ordered my phone before they were released so when I got this case there was no reviews for it yet I only have some [redacted] so there is no point in another product that you sell There is no point in a replacement case because it will break over and over again and we will be in the sane situation we are in now Ok so you wave the fee time, what about the next times this year out brakes? You continue to sell a defective product then force people to pay for a replacement That is just wrongI need a case that is as advertised "Fully sealed with a buiscreen cover, your DropProof [redacted] case gives you the freedom to push extremes" but only for a couple months until it breaks again"Sealed from dirt +dust" for a couple months until it breaks and we force you to pay for a replacement"Closed to snow+ice" until it breaks due to major design flaw and cheap material Why would a company continue to sell a known defective product and get away with it? This is the worst business practice ever You need to refund my money or continue to replace for free because like stated multiple times before, I am already dollars into this case and it keeps breaking in the same spot with minimal useTake the time to read the reviews on your own site Regards, [redacted]

I am sorry for the frustrating experience that you have had with our product and in contacting usI am happy to offer you a free replacement holster for your case and I will forward your observations and concerns to our web development team and our engineering teamWe greatly appreciate any and all feedback regarding our cases and are constantly striving to make improvements