Otter Products LLC

Absolutely awful, stay away! This company claims to have excellent customer service and great products, but I beg to differI purchased my first LifeProof for this particular phone I have around months ago, and since my first one the mute switch has been breaking from normal, easy use which ahouldnt happen on a caseSo I kept contacting customer care and this time since I had requested it a few times before, I am turned down because of “excessive warranty use” when it is their fault in the first placeProducts are WAY overpriced and their customer service is awfulGo to *** *** *** any of those have AWESOME cases with much better build quality

Sorry for the confusion *** is the kiosk where we had the screen replaced the first time and bought the LifeProtect It is a LifeProtect product

I purchased a new *** *** along with an Otter Box Defender and a Otter Box Alpha Glass screen protector for my new phone The representative from the *** Store put both Otter Box Protection on my phoneMy phone fell on the ground and then a big light flashed on my phone When I picked it up the Otter Box Alpha Glass screen protector was cracked and so was my screen in the same identical spotsI call Otter Box customer service to inform them that my screen on my phone was broken due to the failure of the Alpha Glass Screen Protector on my cellphone The Otter Box Customer Service Rep informed me that they will not assist in getting my phone fixed and that I can only get a refund of the items that I purchased I then took my phone to the *** Store and the representative informed me that I would have to pay $to get my phone replaced because not only is screen cracked but, the mother board is damagedAnd the fact that had it been a default in the phone then *** woul

Complaint: ***
I am rejecting this response because: I have been on your websiteI have seen no such statement that you describedI am not looking for any handoutsI have purchased an upgraded phone, fixed my screen, and purchased another caseYou obviously cannot give me what I am asking, which is do not say you do something when you don't. Please close this caseI have said all that I need to say.
Regards,
*** ***

***,
I apologize for the inconvenience with the situation and that we are unable to cover the damage to your device While our cases are designed to give added protection, we are unable to guarantee, and have never said that we guarantee that a device will not be damaged while inside of our case It also does not state anywhere on our packaging that we will warranty the device up to one year as that is something we are unable to do, I am very sorry that you were given that misinformation Since it is not stated anywhere on our packaging or advertising, or in our warranty that we guarantee a device cannot be damaged while inside one of our cases, and also since it is stated it our warranty that we are unable to cover devices under any circumstances, we will not be able to replace your device for you Once again, we would be happy to replace your case under our warranty for you, but that is the most we can offer at this point in time I apologize again for the inconvenience, but please let me know if you have any further questions
Best Regards,
***

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 the case but not the device inside of the caseIn addition to the limited warranty for the case we offer a program through *** called
the Total Water Protection PlanTo receive this additional coverage the case must be purchased from a *** store and then registered within days of purchaseIf the case is not registered within days of purchase we are unable to offer the Total Water Protection Plan. We do not ask that a customer register for the warranty for the case itselfThrough the limited one year warranty we are able to replace the case should any damage to the case occurWe are able to extend this warranty beyond one year if the product is still availableWhile the case is tested extensively to ensure that it is water proof we ask that a customer complete a water test when the case is received and at regular intervals through out the life of the case. I am able to offer you a replacement case for the current device or a different device but will be unable to offer any compensation for the device itselfTo view our full warranty please visit https://www.lifeproof.com/en-us/warranty-full.html

I am sorry that your case did not perform as expectedAll of our cases come with a limited one year warranty against any damage or defect to the caseWe are happy to continue to replace the case even after the year as long as we have inventory availableEach case is water tested before it leaves
our distribution centerWe do ask that a customer perform the water test upon receiving the case and at regular intervals through out the life of the caseWhile our cases offer an extra layer of protection they are not a guarantee that a device will never become damaged. You can read the full text of our warranty policy at l https://www.lifeproof.ie/en-ie/warranty-full.html

***,
While our cases are designed to give added protection, we have no way of guaranteeing a device cannot be damaged inside of a case as there are too many factors out of our control in order for us to do so We also are unable to cover damage to a device that we do not manufacture Our warranty may not be included in full with the cases themselves, but it is stated in full and available to the public on our website Under our warranty, we are typically not able to do so, but if you would be able to provide us with a copy of the receipt for the purchase of the case, we can send out a check refund for the purchase price of the case In order for us to do this, the receipt would need to show where the case was purchased, that it was an OtterBox case that was purchased, the purchase price of the case, and the date of the purchase to show it was purchased within the last year If you would be able to get the copy of the receipt in to us, we can get the refund request sent over to our Finance team for approval and get the check refund on its way to you for the purchase price of the case
Best Regards,
***

I purchased an Phone ** 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

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseIf the case becomes damaged or stops functioning we are able to offer a replacement case for up to one year after the original date of purchase. All of our cases are put through
rigorous testing to ensure that they are drop protected in as many different situations as possibleWhile we strive to make the most durable case available and test against as many different scenarios as possible we can not test every situationOur cases are an additional layer of protection that offer as much protection as possible but are not a guarantee that a device will never become damagedTo view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.We are able to offer you a replacement case in the same style or a different style for your device or a different deviceIn this situation we will be able to waive our standard shipping and handling fee and get the case to you as quickly as possible

Complaint: ***
I am rejecting this response because it is untrueI received the following email notification from LifeProof today! Does this say anything about my replacement items being shipped out today?- NO! Four business days is NOT TODAY! This is exactly what I am referring to when I mention the complete lack of regardI have also requested a refund for the expedited shipping since my phone has been in their possession for a monthI received a response back from LifeProof but there was no mention of the refund in their response to my complaint.
From LifeProof
LifeProof Total Water Protection Program
Service Approved after ReviewYour damaged device and LifeProof case have arrived and been reviewed by our service providerThe review of your damaged items was successful and your request for service has been granted final approval.We will be providing you with a replacement deviceIt may take up to four business days for the replaced electronic device and new LifeProof case to be ready to be shipped back to you.Once the service has been completed, you will be notified via e-mail that the replacement device and new LifeProof case have been shipped and are on their way.Please contact us with any questions or concernsHave a great day!

I bought a phon case from *** *** and it says on it life time warranty and broke I want to *** they said I have to call the company I said I bought it from you you should warranty they said no I called the co and they said I have to pay dollars for shipping I said this is not life time warranty then they said you have to pay or we will not send you because that's our policy I think *** *** should give me a new on and send the damage one to the manufacturing because if I have to pay it will not be life time warranty

I bought the "Otterbox Preserver Series" *** ** 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 *** ** 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

Complaint: ***
I am rejecting this response because: I would atleast like a refund on the case. The store does not let me open the package to read warranty issues and I don't want a new case that will not protect my phone as stated in the description of the phone. The advertisements on this phone is misleading in every way
Regards,
*** ***

I purchased a Life Proof FRE Black Item #*** for my daugher's *** *** IPad on August 16, After reading the MISLEADING and advertising on their website, my daughter was thrilled that this case was waterproof and DROPPROOF! BUT, when the case arrived, it failed the water test and within two days of having the case on, my daughter dropped the case only feet and the entire screen of her IPAD shattered But they still advertise on their website that this case is drop proof up to feet no matter how it lands BUT, the funny thing is, when you ask for compensation to help repair the screen due to their faulty product, they state that they don't cover costs to the device that their product is GUARANTEED to cover at drops up to feet How much more advertising can this get So, they said they will refund me but are charging me $to return the product! What happens to the GUARANTEE on these products that they're drop proof? It's as as it comes and i

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

I pre-ordered a phone case for $80.43, they withheld a total of $from my checking account without concentI am now late on a bill because of this

Complaint: ***
I am rejecting this response because:
I was told by your supervisor, ***, on my first call that my information would be sent to
your legal department to process my claimI have heard absolutely
nothing from your legal department and I was told there isn't any way to
contact them directlyThere is no follow through to make sure that the
customer knows where they stand with claimsEven if the claim is
denied, there should at least be an e-mail stating that with an
explanation as to why it was deniedInstead you tell people that we
will hear from you only if you feel the claim is validThat means you
can simply ignore any claimThere is nothing to give the consumer
confidence that you are actually sending our information anywhere for
reviewIt is very frustrating to be treated the way you treat people
If you are truly sending my information on for review I would like a
follow up to make sure it is being looked at, at least an e-mail with
the final determination of your legal team and direct contact
information for your company as is my right under the Freedom of
Information Act
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Otterbox makes many claims of protection of their productsThey have offered to replace the case if it stops functioning in the first year and yet they won't provide for damages caused by the lack of functionality of their product -----this is entirely my pointThe purpose and function of the case is to protect the phone should it accidentally be dropped, bumped, etc Otter Box states this on their website that this style case is provides drop protection, etcHow can they say this if they aren't willing to guarantee their product actually working as advertisedIf Otter Box truly stood behind their product, and if it were a quality product, they would have no problem helping with the cost of the screen replacement as cases would be limited because the quality product would protectSince they are not willing to help, they are demonstrating that they know their product is not quality and therefore can not possibly pay for all the damage that occurs when their less than caliber product failsTherefore I would like to proceed with this complaint before other consumers lose money in the Otter Box trap.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:we have done our research and have found and bought two new cases that fit our phones that are free of any chemical causing cancer We do not want any of Otter Boxes casesIt is crazy to think that they are ok in telling us that the traces are minimal and that it shouldn't harm usIt is our choice if we want to take that risk not someone elseI would like a full refund for the two cases that we bought and labels put on the outside of boxes telling us of the hazzards so we have the choice to buy them or not
Regards,
*** ***