Otter Products LLC

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]

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]

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]

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] ***

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

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]

[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 Regards, [redacted] ***

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]

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

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]

Complaint: [redacted] I am rejecting this response because:I need to speak with executive team! Your product ruined an [redacted] and I need toSpeak with the Executive offices about this! There has to be a department higher than your division!! You also arent refunding the total amount my teenager paid for this defective product anyway and that's not satisfactory in this particular case! I don't care what the policy ishow long she had the product isn't the issue, the issue is you sold her a defective product! She needs to have the entire amount paid for the product as issued on the receipt and I HAVE to speak with the CEO at this point! I'm sure they would need to hear about a product you are selling to consumers failing and ruining expensive cell phones!!! 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

According to our systems, the order for your holster replacement had been placed on 9/9/17, which was a Saturday and not a day where the distribution center is operationalThis order was processed and sent out on Tuesday, 9/which was within the advertised business hours for processingWe made a one time exception to ship FedEx Ground Home Delivery, which is typically quoted at 2-business days but due to unforeseen weather circumstances, has been delayed to the full business daysPlease call us at 1-855- [redacted] with any questions or concerns