Otter Products LLC

While we are able to replace the case with the same case or a different case we are unable to offer any compensation for the device itselfTo receive a replacement case you will need to complete a warranty claim online or over the phoneWe would be able to waive our standard shipping and handling fee and get the replacement to you as quickly as possible

Due to the severity of this situation, we have gone outside of our warranty to offer a refund despite the product being purchased by a third partyBecause we have gone outside of our warranty and offered this refund, there is no further steps that we can take to compensate for your damagePlease contact our customer service at [redacted] if you wish to proceed with this offer

Hello [redacted] , I am sorry to hear about what has happened to your phone while it was inside an OtterBox case Under our warranty, we are always happy to replace a damaged or defective case free of charge, however, this warranty does not cover damage to devices The warranty only covers products that we manufacture, and since we did not manufacture your phone, we are unable to provide a device replacement or reimburse for any costs associated with replacing the device If you would like to read our warranty in full, you may do so at the following link: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html As stated before, I would be more than happy to replace your case under warranty, I would just need to know what color the case is, and I would also need the four digit product code that is stamped on the inside of the case This number will be located inside either a circle or a square stamp, and there will be one located on the inside of each piece of the case As soon as you can get this information over to me, I can get the replacement case ordered for you Best Regards, [redacted]

Dear [redacted] ,We are sorry for any continued difficulty with this issue.What we are able to offer you is that third party refund on your casePlease let us know if you have any questions.Best,***

While we are unable to cover a device we are able to cover the case itselfOur warranty clearly states that we are unable to cover a device under any circumstancesTo read our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.htmlWe are able to offer you a case of your choice for your device or a different deviceWe are also able to waive our standard shipping and handling fee

I am sorry for the frustrating experience that you have had with your case and our warrantyAll of our cases come with a limited one year warranty that covers any damage to the case itselfUnfortunately the warranty does only cover the case not the device inside of the caseWhile we do extensive testing to ensure that we make the best product possible we are unable to protect against every circumstanceFor this reason we ask that a customer complete the water test when the case is received and at regular intervals through out the life of the case to ensure that the case remains functioning correctly

Dear ***,Thanks for reaching out to usWe are sorry for the distress you have experiencedWe also apologize if you perceived we were in any way short with youWe looked further into your incident and it does appear that we made a rare exception to set you up with an upgrade and exchange for a new caseWe generally do not do exchanges or upgrades at all, and we determined that this particular resolution would be fair and reasonable due to the fact that the previous cases, for the earlier model ***, were from an older warranty from some time agoWe do hope you will enjoy your new [redacted] casePlease let us know if we can answer any additional questions.Best,***

I purchased another otterbox defender series case for one of my family’s six phones in FebruaryIt has already failedThe foam is coming out leaving the clear cover to expose my phone to dirtThe rubber has torn where it chargesI called to get a replacement This is not the first replacement I’ve neededThey always charge a high fee for replacing which they call shipping and handlingI pay it each timeToday they REFUSED to replace this itemThey refused to give a reasonThey never asked for proof of purchase or proof of the problems incurredThis is clearly against their written policy when you fork out the bucks at AT&T for their supposedly high quality covers

Dear ***,Thank you for your replyWe are sorry if there are any misunderstandings about our limited warranty.Our warranty statement is here: http://www.lifeproof.com/en/policies-and-warrantiesAs stated, we cannot assist with your deviceWe have sent you out a warranty replacement.Please let us know if you have any questions.Best,***

Dear ***,Thanks for reaching out to us and sorry for any delays.We are definitely happy to try and refund your case. Bear in mind, while we are unable to replace the device, we are happy to get you this check to get you some cash in hand.This is what we need: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 12 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateIt may help us speed this up if we can find the original incident from when you called, if any. So far we have not found this incident. Perhaps it was under someone else's name? I am happy to get an incident set up if we don't have one already, then we can send the request for pictures from there. You could probably send the information through here as well. Please let us know if you have any questions.Best!Sarah

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.First: we are not finding your previous incident so we have set up a new one, reference 13111525. We took the liberty of populating it with the information here in the BBB complaint, though feel free to correct any information... we may have. Second: per our limited warranty, we do not assist with our devices. We are in no way backtracking on any kind of promise made, either explicitly or implicitly, in our advertising or marketing materials. While we offer extra, added protection, it is impossible to promise you will never have damage to your device. and the case does not act as an insurance policy on your phone. You can read more about our warranty, here:https://www.lifeproof.com/en-us/warranty-full.htmlWe are not sure if we have made any other offers, especially if the previous claim was under another name, but we would like to offer to get you refunded on the cost of the case. This is what we need to get that processed: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 12 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateOnce we get these items from you, we will be happy to send you that check refund for the cost of the case.Please let us know if you have any questions.Best,Sarah

We would be happy to replace your case under warranty, if you would give us a call at 1- [redacted] for further assistance on thisHowever, if you decide to take the legal route instead, I would need to direct you to our legal department for any proceedings with this incident

Dear [redacted] ,Thanks for reaching out to usWe do apologize for any distress you have experiencedWe are not finding your order, or the incident of your having called us, in our systemWas it perhaps under someone else's name or email address?We are happy to assist with a warranty on the casePlease know as well we are happy to make an exception and get you pretty much any other case at the same price point to help you out, through our warranty, if we have not yet completed one for youWe are sorry if we had not looked into making that exception for you at the timePlease let us know if you would like to proceed with that, and we will be happy to get that process rollingAgain, if you could let us know the email address that initial call was under, we can get that information to you right away.Please let us know if you have any questions.Best,***

Dear ***, Thank you so much for reaching out to us and our deepest apologies for the way we handled this issue We absolutely should have warrantied this caseWe should not have denied the claim at all and we especially should not have denied the claim in the manner that we didOn top of all that, we misspelled your name, which is also not acceptable I have gone ahead and placed an expedited order for you for the blue and black Fre case for the [redacted] **It should be getting to you sometime next week via *** Please do let us know if you have any questions or concernsWe truly value you as a customer and also value your feedback [redacted] Regards, [redacted] LifeProof

I called Otterbox ( [redacted] ) on Friday 11/23 7:29 PM PST and placed a warranty replacement order. I gave my email address, mailing address, and credit card number. I was told the item would be delivered within 8 business days. I changed my mind 2 hours later (approx 9:30 PM PST) and called back to cancel the order however the business was closed. I called again Saturday morning at 8:15 AM PST but the business was closed until Monday. I went to the company's website on Saturday morning and submitted a webform communication and asked to cancel the order. I also subitted an email communication and asked to cancel the order. On Monday 11/26 at 8:02 AM PST I called and spoke to Dawn in Customer Service. I asked her to cancel the order. She contacted the shipping department but was told the item was already on the loading dock ready to be shipped. The manager said the item had been prepped on Friday afternoon, which is a lie because I didn't place the order until after 8:30 PM

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.We definitely apologize for the extra time the express shipment has takenI do see we gave you an extra 10% discount due to this issueThe reference for that refund is [redacted] , and it should show up 5-business days from the day it was processedIt looks like the package is expected to be delivered today, and we quite honestly do not have a way of getting you a package faster than Monday if we were to ship one out right nowAlso, during the holiday season, at that time of year with possible inclement weather, we can't 100% assure exact delivery dates at all timesPlease let us know if there are any further delays on your package and we will then see what we can do.Best,Sarah

Dear Alex,Thanks for reaching out to us and sorry for any delays.The order we sent was [redacted] , with three (3) @ [redacted] , GUHA for [redacted] .The order in the photo is 0017356843 and looks like it was meant for another customer. We are sorry about the mis-shipment. I placed another order for you for those three GUHAS for the iPhone 6/6 Plus. The order number is 0017437721.Please let us know if you have any questions.Best,Sarah

I purchased an Phone [redacted] life proof case and it didn't protect my new phone like it was supposed to I dropped my brand new phone at the beach and it barely got wet and it stopped working

[redacted] , I can't apologize enough for the way you feel you were treated We do use instances like this one for representative coaching and I will make sure this is particular one is addressed I completely understand where you're coming from and understand why you request a refund at this point in time In order to provide a refund for the case, we will need to receive the product back Normally, when we create a return (or an RMA) for a customer, there is a $return fee for the pre-paid shipping label but for this circumstance, I am more than happy to waive that fee so that you are fully refunded for your original purchase Additionally, I am willing to refund any original shipping charge for this order I apologize for any additional hassle but we must receive that product back prior to refunding the amount paid for the casePlease let me know how you would like to proceed at your convenience Best Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to mehow do I get my new case? Regards, [redacted]