Otter Products LLC

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,
*** ***

BOUGHT AN OTTER BOX FOR MY *** *** * AND WHEN I DROP THE PHONE IT BROKE AND OTTER BOX SAID THERE CASE WILL PROTECT THE PHONE THATS WRONG AND ADVERTISING THEY SAY ALL THE WARRANTY IS THE CASE

Otter Box *Phone case I bought from *** *** , my son dropped the case (with phone)with the protective case broke the case and the *Phone * , shattered the the screen the warranty states that is year warranty, also the fine print provides protection to the *Phone to replace the shattered phone *** my phone provider would charge me the insurance delectable if I choose to proceed with insurance optionI have been a family of Otter Box purchases & very dis-appointed
The cell # ***I would like damages for the cell phone & the case replaced

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, *** 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

Complaint: ***
I am rejecting this response because:the entire case including the standard adaptor has been replaced once, then you sent me another adaptorNow I have three of themThe volume controls on the EarPods do not work with any of the combinations of the above listed itemsSending me three more adapters is nothing but a waste of time
Regards,
***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Dear Sarah,Thank you for your suggestion, however I purchased this item in cash from *** and unable to locate my receiptI know that you mentioned in your offer that your can supply two (2) non-battery cases, however I would really like to get a Fre Power Black for my *** * (since I already have a Fre case for my *** *) and also would like to get Black Fre for my son's *** *** **Please see if you can make this happen in order to close this caseThank you again
Regards,
*** ***

Hello ***,
I am very sorry to hear about what has happened to your phone while inside a LifeProof case Under our standard Limited Product Warranty, our cases are covered within the first year from the date of purchase This warranty covers defects in material or
workmanship of the cases themselves, but does not extend to anything we do not manufacture It is also stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside of outside of the LifeProof product under any circumstances. Due to the fact that we do not manufacture the device itself, and also because there are far too many factors that are out of our control once a case has left our hands to guarantee a device cannot be damaged, we are unable to
cover damage to devices or personal property under this warranty With that being said, we would still be happy to get you set up with a replacement case free of charge under our warranty You may read through our full warranty at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
We do have our Total Water Protection Program (TWPP) that is included with cases purchased from *** that covers water damage to a device while inside one of our cases, however, in order to qualify for
this program, you must register your phone and case within the first days after the case has been purchased There is a card included in the packaging of each case purchased from *** that overviews the program, shows you the website where you can find the full terms and conditions and register the phone/case, provides you with your registration code, and states that registration must be completed within days of purchase You may see all of the information about the program at the follwing website:
http://twpp.lifeproof.com/
At this point in time, we will not be able to cover the damage to the device, but as stated previously, we can replace the case under warranty for you if you would like to In order to do this, we would just need to know what color the case is and we would also need the serial number from the inside of each piece of the case
Best Regards,
***

I have reached out to life proof about an issue I had with this phone case in January
Let me explain the problem: I have used your cases for multiple devices but when I went on vacation out of the country using a newer case on my iphone 6s the phone was wet in their "secure" life proof caseI reached out to both my cellular provider and life proofI was told per my cellular provider that life proof would replace my phone since it was damaged in their caseLife explained their warranty is commonly not understood my the public and that they do not replace phones but they will replace any phone case I have with themAfter a week I had to replace my phone at a $cost; but my cellular provider could only replace the device with an upgrade based on my current planSo I had to upgrade my device from a iphone 6s to a iphone plus; when I called life proof again to ask for a case they told me my phone is to new and they could not replace the case and that I could purchase one w

I have been the owner of over *** * *** cases (in black), yet the charging port protector that is made to cover the charging port has a small hinge which keeps snappingIn addition, the rubber from the back of the case repeatedly peels off, making it impossible to keep the phone waterproofAs I had a desire to continue using Lifeproof products, I attempted to try out the FRE Power, which ended up actually breaking my phone along with the case's battery

Otterbox is amazingOutstanding customer serviceI love their quick and easy warranty requestI'll keep buying your products because of your warranty

Our warranty clearly states that we are unable to cover the device under any circumstancesPlease see the link to our full warranty belowWhile we are unable to offer any compensation for the device we are able to help with the caseIf you decide that you would like to receive a replacement case we would be able to send it and waive our standard shipping and handling fee. https://www.lifeproof.com/en-us/global-warranty.html

Dear ***,Thanks for reaching out to us and sorry for any delays.We are not able to apply current discounts to older ordersSetting up this RMA would be the way to get the refund on the initial purchase. The promotion is currently on the website, though bear in mind that promotions are
subject to change at any time.If you like, we can remove the return freight charge on that RMA.Please let me know if this might work for you.Best,Sarah

bought an otterbox cell phone case, on the packaging the first thing on the back states it will protect against dropsWhile in the otteebox case the phone dropped from about only feet, the phone screen brokewhen I contacted otterbox they stated the warranty only covers the otterbox case and not the deviceOn the packaging this is not stated anywhere

Had a damaged case and customer service offered to replace case with updated phone case then warranty compliance said they don’t care what customer service said and they will not do it

I submitted a warranty replacement request on 9/5/ I paid for the shipping and everything that I was supposed to do on my end I guess this wasn't good enough The agent requested the serial number off the box, as well as photos of my defected case I sent her this information on yesterday 9/6/ Now she has the audacity to ask me for more photos? I updated the warranty information as soon as I purchased the case She (Laura) has the nerve to ask me to show ownership Is she serious?? Why isn't this information I submitted upon purchasing the product being used to show that I purchased this case? What's the point in filling out warranty information if no one has enough sense to use it? The incident request number is ***

Recently purchased a new *** *** ** Cell phone, along with a new Otter box "defender" outer case for phonePhone and case was purchased at the same time on July 3, and *** *** *** can verify this as wellThe phone retails $to $and the otter box was about $Shortly after the purchase the phone fell out of the belt holster provided with otter box case and hit the ground on the bottom left corner of the phoneIn result, the outer glass has crackedThe case consists of four parts, the front and back inside shell, a rubber shell to cover the inside shell, and the holsterthe product failed in two ways, one the holster did not hold the phone correctly causing the phone to fall in the first place, and two when it fell the phone was damaged I have spoken to their "customer service" department two times regarding this issueThe fist time a representative explained Otter box's warranty in which it only covers damage to the "product" and not damage to the phone

Dear ***,Thanks for reaching out to us and sorry for any distress you have experienced.As we have explained, per our limited warranty, we cannot assist with damaged devicesThere are many factors that can go into a damaged device, and there is no case out there that will 100% assure you will
never have damage to your phoneThe case does not act as an insurance policy, and we cannot warranty something we have not manufactured. We are happy to help you out with a replacement on the caseSome people also qualify for a third party refund on the case if they are able to produce the itemized purchase receipt for the case, along with showing pictures of the case and the broken deviceWe would be happy to work with you further to either get you a replacement case, or see if we might be able to get you a refund on your case. Please let us know if you have any questions. Best,***

Your Lifeproof case does come with the Year Limited Warranty, that would cover any damages to the case onlyIn order to have the additional TWPP coverage handled, you would have to speak with the TWPP department as they are a separate division of Lifeproof than customer serviceCustomer service is unable to assist with the registration and has no control over any exception made for itIf you would like to speak with someone in the TWPP department, you may contact them at ***

My phone was in a life proof case, when suddenly on April 25, my phone dropped from about feet and my phone shattered in the case and broke my lcd in my phoneI'm no longer able to use my phone due to their case failing to protect my phone from a foot dropI called the costumer service right after it happened and that was at about 12:pm and they stated that their warranty only covers their cases and not the device itselfThey said that they would send me a free caseI simply stated that why would I need another case when my phone is brokenI feel that since I put my trust into their company and their case, that they should replace my phone because their case failed to do it's job in protecting my phone

Dear ***,Thanks for reaching out to us, and sorry for any continued misunderstanding.Per our limited warranty, we cannot assist with the device. We do apologize if anyone implied in any way that we replace devices, as they are misrepresenting what we can do. Our offer to get you a replacement case, or possibly a third party refund on the case, still stands.Please let us know if you have any questions.Best,***