Otter Products LLC

Complaint: [redacted] I am rejecting this response because: For its deceptive and false advertising. About its product offering protection against water. I would like for company to have a disclaimer about not guaranteeing protection. I would like a full refund & $800 to cover damages. 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

Dear [redacted] ,Thanks for getting back to usWe do apologize for any delaysWe do see you did a warranty claim on 11/17/Unfortunately, we cannot process a third party refund based on a warrantyThere is no line item value to warranties, and finance absolutely requires an itemized receipt from a third party to process a third party refundWe are seeing that the case we replaced in November was in turn purchased at [redacted] in October of [redacted] may be able to pull up your receipt if you go back to themThis is the only way we can get that refund processedPlease understand that this third party refund on the case is not something everyone qualifies for, and is only offered as a special exception.The offer for getting you any case at the same price point still stands as well, if you cannot provide the purchase receiptPlease let us know if you have any questions.Best,Sarah

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 purchased a lifeproof fre case for my [redacted] approximately months agoThe charger port of the case broke, in addition to the case itself breaking due to useLifeproof has since discontinued the fre model, has refused to refund the money for the case, and has only offered to send me regular phone cases as replacement I do not need phone cases for my one cellphone I needed the additional battery which the fre model featured, I am seeking a full refund for the case, based on the premise that lifeproof has discontinued the product and does not manufacturer anything comparable

Complaint: [redacted] I am rejecting this response because: I would like to see the photos that were submitted, as well as verification of what is incorrect please. We do not have access to them because they were taken by the phone that will not turn on. Also, we still have a phone that will not work and a case that was defective. You should at least refund the $99 that we paid for the case. Please note that replacing the case will not help our situation since the phone does not work. A full refund of the $99 and verification of the photos that were submitted incorrectly would satisfy us. One of the photos we provided was a copy of the receipt. Regards, [redacted] * [redacted] ***

I purchased the Otterbox Defender Series from [redacted] about a month ago (end of April), $And then I also purchased an Alpha Glass kit for the S9, $The case has some slight design flaws that are kind of unavoidable with the design of the curved screen, but my primary issue is with the Alpha GlassWithin a week the Alpha Glass screen protector fell off multiple times and I was able to readjust it, I had a local [redacted] store originally install it, alsoBut the adhesive must have been weaker after reapplication and it fell off again and againI purchased another Alpha Glass - $It stayed on for about a week, as soon as the phone gets warm the adhesive must become weak and the screen protector moves and in this case it became separated from the screen and broke offI called Otterbox and they replaced the Alpha Glass for me for free, which was appreciatedI again, had a cell phone retailer install it and two weeks later it comes off again - so I purchased ANOTHER Alph

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me It is my understanding that Otter is offering a refund, which is what I had requested Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.This does sound like it has been a frustrating situationAs you are already aware, we are not able to refund shipping charges either wayWe also did make an exception to extend out your return period by a couple of months Now, as you have cogently explained, you would essentially only break even if you were to return that case to usWe do stress it is absolutely the responsibility of the customer to give us a call when making a purchase if there is a shred of doubt that a case may be the correct oneThe [redacted] XPERIA **v and the Sony XPERIA [redacted] are entirely different devices with different namesWe are normally are pretty exact about the process in these circumstancesThat said, due to the intense distress this has caused you, we will allow a very rare, one-time exception for an exchange of the caseIt sounds like you would be interested in an [redacted] or [redacted] caseWe can certainly get you a standard black Defender case for either oneWe still will need to you ship the original case back at your own expenseIf you choose to take us up on this offer, we will cancel the RMA and send you the details for how to get that back to us so we can facilitate the exchangePlease do not send us the [redacted] case until we have finalized details of that exchange and sent you instructions for getting it back to usIt would be a different process than outlined for the RMA.Please let us know if you have any questions.Best,Sarah

[redacted] I have heard nothing back with regard to my request to have a specific contact name and address to mail the receipt to for reimbursement I have already mailed it once trusting it would be received and my check would be sent That, however, did not take place I can not just send it to them again without a specific contact name and address Kindly, [redacted]

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

Dear ***,Thanks for getting back to us and sorry for any confusion on the matter.We are seeing notes in the original incident that there appears to have been a reference to legal action in a call to usWhile we cannot discuss this any further, as it has been referred to legal, we are happy to assist in the process of getting a replacement on your case.Please let us know if you have any questions.Best,***

I bought the "Otterbox Preserver Series" [redacted] cell phone case on July 13, The guarantee behind the case was that it would protect my phone and was waterproof, dustproof, and shatterproof On December 21st, I dropped my cell phone (still in the case) and my [redacted] screen shatteredThe screen was $to repairI called Otterbox two times after that incident and have emailed no fewer than times (12/21, 12/26, 1/14, 1/15) about how I could get a refundThey told me they wouldn't pay for the phone repair (which is ridiculous since they guaranteed that it was shatterproof resistant) but they told me they could refund me for the cost of the cell phone case if I provided them with what happened, an invoice, and photo proof I did all of that, twice actually because they said they didn't receive it the first time, and have yet to hear back from someone about getting a refundThey just emailed me again this morning to provide proof of what happened, and I told t

I am sorry for the frustrating experience that you have had with your case, our warranty and our customer serviceWe strive to offer the best customer service for all of our customers in every situationI am sorry that this is not the experience you had when contacting usI will review each phone call that you have had with us to determine what action needs to be takenI do see that your replacement case and phone were delivered on Friday, 7/29/This process was expedited as much as possible but can take slightly longer during this time of year as it is our busy seasonAt this time we are unable to refund the $needed for the replacement of your phone and caseEach of our cases comes with a one year warranty that covers any damage to the caseWe would able to replace this case at any time should it become damagedOnce again I am sorry for the experience that you have had with your case and our warranty

[redacted] , I am sorry to hear about the damage to your deviceI understand that is a frustrating situationOur cases are designed to add increased protection for the device, however we cannot guarantee that a device will go unharmed in every situationWe design and test our cases to meet MIL STD 810F-for shockIn certain situations the amount of protection needed to prevent damage to a device exceeds what our case has been designed and tested to offerWe are only able to warranty the products that we manufactureBecause we do not manufacture the device we are not able to cover it under our warrantyWe would be happy to replace the case under warranty, we would just need the serial numbers from the front and back half of the caseI apologize for any inconvenience this may have caused youPlease let me know if you have any additional questions ***

I am sorry for the frustrating experience that you have had with your caseAll of our cases come with a limited one year warranty that covers any damage to the caseEach of our cases is water tested before they leave the factoryWe ask that each of our customers complete a water test upon receiving the case and at regular intervals through out the life of the caseShould the case fail we are able to offer a replacement caseTo view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html

Again, I am sorry about what happened to your deviceWe always recommend that you water test the case on a monthly basis, to ensure that it remains waterproofIf there are issues with the case, then water testing it will help to ensure the seal is working properlyIn the event that you water test the case and it fails, we will gladly get you out a replacement that is waterproofAs far as the device, that would be something that you would have to take to the manufacturer or provider for any assistance, as our warranty policy states that devices or phones are not covered under the warranty

Complaint: [redacted] I am rejecting this response because: I received my replacement case today and it is yet another defective caseI have had Otterbox cases since they came out so I can say this with confidenceI do not want anymore defective casesI spent $on [redacted] for a case that is far superior in that it doesn't fall out constantlyI feel the only response I can accept is either you contact me when your engineers figure out a fix or you pull all [redacted] cases off the shelf and admit you screwed up [redacted] will not replace any more phones and I cannot afford a new oneI spent a lot of money on this case and it has gotten me nowhere Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to usWe are sorry this has been such a distressing experience for you.We have found the incident where you contacted usWe are not finding a lot of information that could be helpful for finding a resolution for your issueAs we mentioned before, the OtterBox does not act as an insurance policy, and we cannot warranty something we have not manufacturedA fall from a car can be pretty harsh for any phone inside any caseWe do offer extra added protectionThat said, there may not have been a case out there that could prevent against a sharp fall onto concrete or asphaltWhile we cannot assist with the device itself, we may be able to offer a third party refund on the case, if you do not want to proceed with the warrantyFor that we need a standard warranty photo, a photo of the damaged device, and an itemized receipt showing you purchased the case within the last yearFor a standard warranty we just need the case photoEither way, we need some more contact information, including permission to use this email in that incident, so we can reach you via the incidentWe do not have an email address on file for you otherwise.Please let us know if you have any questionsBest,***

I purchased the otter box for my S [redacted] ***, these cases are proclaimed to be fabulous and have been acknowledge the best cases and your phones will not break Well guess what I was in a seat not feet from the floor and cracked my brand new phone not only is the screen cracked but the back of my phone is cracked as well This cases cost a lot of money and have been guaranteed to do the job It is a lieMy phone cost me a lot of money as well and your product did not do it's so called job