Otter Products LLC

Dear ***,Thanks for reaching out to us and sorry for any concerns.I did resend that request to your new email addressThere had been a different one in the incidentWe do need some fresh photos, as the photos all need to signed name, printed name and date, handwritten on a sheet of paper, in the imageThe receipt needs to be printed out and photographed with that handwritten informationWe apologize if you are nervous about taking the case off the phone, but we must get pictures of the disassembled case and serials off the case in order to do this refund or warranty.Please let us know if you have any questions.Best,Sarah

[redacted] , Again I am sorry that your device was damaged while inside the caseOur warranty does clearly state that we are responsible for the case only and any product not produced by Lifeproof, such as your phone, isn't something we can coverWe do advertise our cases as water proof as we have passed industry standards for what constitutes water proofWe do use the words of 100% water proof, this is correctTo put the "100% waterproof" in context to the rest of the paragraph, we test our products to ensure water proof technologyIf we send out a case, this means it passed our initial water test so it's 100% at that timeWe do suggest another water test once you purchase your product or it arrives to you from our warehouseThere are many variables as to why a case becomes not water proof, and because of these variables we are unable to assist with a refund, reimbursement or replacement of your device I am still happy to replace the case or offer the check refund of the price of the caseIf you want a refund I will need a picture of the original purchase receipt Sincerest regards, ***

Dear [redacted] ,Thanks for getting in touch with usWe apologize for any distress this may have caused.We do see that as of 04/06/2015, the new case was sent out to resolve your issueIt does not appear that the issues with the case go all the way back to DecemberWe are always happy to help out when cases do not workWe certainly would have been happy to help you back in December if the issue had been going on for that longAt this time, we will not be able to upgrade you to an [redacted] Resurgence case, but we are still happy to get you that 25% discount on a new case.Please let us know if you have any questions.Best,***

While we understand that it is frustrating to received damaged product in the mailWe are committed to sending a product that will work for you, but are unable to issue a refund a case that was purchased more than days agoWe would gladly send you a troubleshooting guide to help alleviate issues with sound quality that you have reported, as sometimes it can be an install issue that causes the membrane over the microphone to bulge out slightly and limit sound from passing through without interferenceOur friendly customer service agents would gladly help you with this if you give us a call at 1- [redacted]

As per our warranty, we would only be able to replace the case originally purchasedWe are unable to send a product that is for a different device, or is another color or series than the original product

Dear [redacted] ,Thanks for reaching out to us and sorry for any delaysPer our limited warranty, we are not able to help out with the deviceThere are a number or reasons a case may not offer maximum protectionWe try to test for every possible scenario, but usually when things like this happen, there is an unprecedented string of events that lead to the phone suffering damage.http://www.lifeproof.com/en/policies-and-warrantiessee LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe do see we sent you a replacement caseWe are happy to follow up with you to see that you received the case in a timely fashion.Please let us know if you have any questions.Best,Sarah

I placed an order on the website, Saturday July I selected upgrade shipping for an additional $which states 2-Business days! There is a processing time up to hoursBut ship time is 2-daysMy order was processed by otterbox on Saturday (same day as my order) so it shipped on Monday! It shows days and not threeIn addition, [redacted] home delivery is 1-businessI paid for 2-days which is a different service from ***I asked for a refund of my shipping since it is misleadingI have documented their website which shows the shipping and can share with you Processing time has nothing to do with the shipping time

Hello [redacted] , I am sorry that we are unable to cover the damage to your device At this point in time, due to the threat of legal action, the team in charge of Revdex.com complaints is unable to comment on any kind of legal matter, and we will need to pass your information over to our Legal team Your contact information, along with a thorough description of the situation will be sent to our Legal team, and if they need any further information, or determine that there is validity in your claim, they will reach out to you directly I apologize for the inconvenience, but if you have any other questions in the meantime, please let me know Best Regards, [redacted]

I am sorry for the frustrating experience that you have had with your case and our warrantyAll of our cases are thoroughly tested to ensure that the case is durable, reliable and offers protection to a device.Unfortunately we are unable to test against every situationWhile the case is an added layer of protection it is not a guarantee that a device will never become damaged.If the case should become damaged we are able to replace the case through our limited warrantyGenerally our warranty is a one year warranty however as long as we have the product we are able to extend it past the yearOur limited one year warranty covers any damage to the case however it does not extend to the device inside of the caseWe are able to offer a replacement case at any timeTo view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.Each of the ports are covered by a silicone layer that keeps dust out of the portsWhile each of the ports is dust proof dust can still enter the case through other openings in the case I will forward all of your observations and concerns to our engineering department to see if any modifications to the case need to be made

Dear ***, Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is stated in an insert that comes with each LifeProof caseYou may also find this information on our website:https://www.lifeproof.com/en-us/warranty-full.htmlThere is no case out there that 100% assures you will never have damage to your deviceWith any case, there may be an unusual string of events that lead to a case not providing optimal protection.So you know, we are not able to transfer customers higher than our company managers hereWe are being absolutely truthful when we state thisWe do need an itemized receipt showing the purchase of the case within a year for third party refundsThat said, we are absolutely happy to get you into any case you like, save our battery cases, as long as you can show us a picture of the case and the damaged device.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because:I am only hearing excusesHow is a company created to design protective cases, not have a policy in place when their product malfunctions? Any other company has to have measures but Otter Box is exempt? Why do you not put an advisory on the product itself, instead of making people look for it? Oh because if you put "Otter Box is not liable for any damage to your device while our product is in use" on the package people wouldn't buy itAt that point people would question buying a product that WILL not assist them should their device be damaged while their product is in useI'm wondering how many other people have had this issueI feel like this might be class action lawsuit materialAlso, if I wanted a refund on the product I would go back to where I purchased itRefunding the money spent on the case does not fix the fact that your product did not protect my device and you have no policy in place to assist meWhy not have a contract with a third party retailer who fixes screens at a discount for those who use your product? If a person can prove beyond a shadow of a doubt, your product malfunctioned that's the least you could doA simple "Mr/Mrs customer, We're sorry this happened but if you visit our friends at (insert retailer) they will take care of you at a discounted rateJust bring your receipt and they'll assist you." Now I don't think that's unrealistic at allI see now though that you only care for the next dollar and not for the consumer who purchased your product thinking they had protectionI feel your company should be made to put that advisory on the FRONT of the packagingI'm sure you won't even consider doing that though, will you?Regards, [redacted]

Hello I placed an order on 6/7/17; I have never received this orderI contacted LifeProof and was told I would need to contact [redacted] and start a trace which I didI have spoken with [redacted] numerous times and the package cannot be located This charge of $300+ is still on my credit card and that isn't right especially when I haven't received the casesI went to [redacted] and purchased the cases because I had to have themI spent $there on the casesThat's a little over $that I have spent on cases and it's not right I was told by [redacted] to contact LifeProof back about a replacement or refund I would like a refund asapI feel like I'm being treated like a criminal because no one at LifeProof is helpful Please issue me a refund for these items Thank you LifeProof told me that they could resend the products and once I asked about returning the product I received this email from LifeProof- If we resend the product for you we will be unable to of

I ordered a warranty replace for my product that on Sunday August 21, I was promised my order would be processed and I would receive a [redacted] tracking number within hours after my you warranty claimI did not receive thisI called on Wednesday August 24th regarding this and was promised it would be shipped the next dayOn August 26th, I called them again and was told it would be anywhere from to daysI had to speak with a supervisor to get thr matter of shipping costs handled, due to the rudeness of thr customs service representative I spoke withThe supervisor, who identified herself as Amy, was also extremely ride and hung up on me

For all products manufactured by Lifeproof, we offer a year Limited Warranty to replace that product should any damage occur to the caseLifeproof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than LifeproofFor any refund on products, we will accept returns within days of original purchase only if the product was purchased directly from lifeproof.comWe do ask any of our customer to visit our website at wwwlifeproof.com/policies-and-warranties for more information on our warrantyIf you would like to go over any additional options, please contact our customer service at 888- [redacted]

Complaint: [redacted] I am rejecting this response because: You are obviously not familiar with your own products given the response that you gave The design of the [redacted] life proof case does not allow the ability to be water tested prior to putting a device in it therefore you nor I could not have possibly water tested it prior to use Let me educate you on your product, The life proof case for the [redacted] has a hard backing and a "sticker" that is placed over the face of the ipod To water test your device, I would have to apply the facing without the device in it and place it under water, then if there's no water, I would have to peel the "sticker" off and place my device in it, the front sticker would then have to be reapplied, however, the front face sticker is not reusable after it is removed onceTherefore, it is absolutely impossible to water test this product Also, if you are familiar with the instructions booklet that comes with this product, you would know that there are NO instructions in the direction booklet for water testing...BECAUSE IT IS IMPOSSIBLE!!!! I also find it very interesting that even on your water protection plan, this case is not listed for the water warrantee plan I am sure this is because of the horrible design of this product that relies on a sticker to keep the water out and its inability to be water tested I am very familiar with all your other products that have two pieces that snap together which allow for a water test but this one does not have that same design and the fact that I trusted your company because you put a sticker on the front of the packaging stating it is waterproof up to 6ft 6" of water cost my year old daughter her [redacted] that I bought her in lieu of having an expensive birthday party with all her friends She is devastated, and it kills me to know that a multi million dollar company does not stand behind their product!!! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:As you can see from the attached picture- this Lifeproof Nuud case that I purchased 5/19/has a YEAR TOTAL WATER PROTECTION PROGRAM (DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED) STICKER IS ATTACHED TO THE PACKAGE OF THE CASE.Therefore, I expect Lifeproof Nuud to fufill the obligation of the year Total Water Protection Program How can I expect this to be handled?Yes, the limited warranty that was documented in the prior email is stated however the case that I purchased for this device specifically states DEVICE REPAIR OR REPLACEMNET PROGRAM Regards, [redacted]

I purchased the product from an *** representative stating the case was going to protect and keep my phone safeThey promoted a drop height of close to ft and stated that my phone would be safe from damage if dropped or submerged into waterI bought the case with this consideredI've had it for a few months and the phone fell out of my pocket when I got out of my car and I double checked it to find that the phone back, of the phone itself, a new *phone * had shatteredI contacted the lifeproof warranty department and was told they warrant only the case, not the product its suppose to 'protect and keep safe'I purchased a phone protector with the impressions sold by the company that they protect and keep it safe from damageThe case nor the company did neither of the two

Where would I find the types of styles I have of the newest *** *** * curve devices.Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseBefore a case leaves our factory it is water tested to ensure full functionalityWe ask that upon receiving the case and at regular intervals through out the life of the case the water
test be performed to ensure that the case is fully functioningIf the case should become damaged or stop functioning we are able to offer a replacement case. While we are unable to offer any compensation for your device we are able to offer you a case of your choice for this device or a different deviceWe are also able to waive our standard shipping and handling fee of $

Hello
I placed an order on 6/7/17; I have never received this orderI contacted LifeProof and was told I would need to contact *** and start a trace which I didI have spoken with *** numerous times and the package cannot be located
This charge of $300+ is still on my credit card and that isn't right especially when I haven't received the casesI went to *** and purchased the cases because I had to have themI spent $there on the casesThat's a little over $that I have spent on cases and it's not right
I was told by *** to contact LifeProof back about a replacement or refund
I would like a refund asapI feel like I'm being treated like a criminal because no one at LifeProof is helpful
Please issue me a refund for these items
Thank you
LifeProof told me that they could resend the products and once I asked about returning the product I received this email from LifeProof-
If we resend the product for you we will be unable to of