Otter Products LLC

Dear ***,Thanks for reaching out to us and sorry for any delays.We are seeing that was delivered but will go ahead and ship another case out to you with more of an expedite than the original order. We cannot discount this item any deeper as this was already 40% off, but do know that we did speed up that delivery.You should get notification of that package in the next day or so, and I will also put a push on the processing time.Please let us know if you have any questions.Best,Sarah

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 ***

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

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

Dear ***, Thanks for reaching out to us and sorry for any delays.I'm sorry that there was difficulty with setting up that refundWe do generally have a strict day return policy. We don't generally do this but I went ahead and processed a credit refund to help you outThe
reference number for that is *** refunds sometimes take a bit more time to process.Please be aware of our return policy moving forward, and please make sure to test all products in an timely fashion in order to have a chance to return themWithout a lot of detail, I am guessing that you probably have the wrong case for your device.Please let us know if you have any questions.Best,Sarah

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 ***

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

The warranty coverage that comes with your case would allow Otterbox to replace your case with one that works correctly, as the issue you are experiencing is not normalAny warranty claim can be done directly from the website Otterbox.com or over the phone with our customer service agentsOtterbox will not be able to provide a refund on your case, as it was not purchased directly from Otterbox.com

I have a galaxy swith a LifeProof Fre caseAs I'm now learning, these cases are not "Life Proof"The case charger port door no longer can be securedThe door latch is plastic and has broken from wear of opening and closing to chargeI have talked to several other owners of the same productSame issuesWhat's worse is the company really doesn't have a review for warranty claimsJust fork over $for a replacementThey no longer completely replace their defective product as in years past

Hello ***,
I am tremendously sorry to hear about the damage to your device while inside of a LifeProof case We do have our one year Limited Product Warranty on our cases, but this warranty unfortunately does not extend to devices at all Under our warranty, we are able to replace
damaged or defective cases free of charge, but it is stated in our warranty that we are unable to cover damage to devices, and this is due to a couple of different reasons The first reason that we are unable to cover damage to a device is simply because we do not manufacture it - this means that we are unable to account for anything that we do not make Also, since there are too many factors that are out of our control when a case and phone are in use, we unfortunately have no way of guaranteeing a device cannot be damaged while inside one of our cases
Regarding the year device repair or replacement you mentioned on the box, you are most likely referring to the Total Water Protection Program we offer with cases that are purchased through Verizon This is a water protection plan, so if the case that was purchased is eligible for this program, you can reigster your phone and case under it, and if your phone gets damaged by water in a case, you can send it in to us and we can review it to see if we can replace or repair the device for you Unfortunately, this protection program does not cover against drops or any other sort of damage
So, at this point in time, since we are unable to cover damage to devices under our warranty under any circumstances, we unfortunately will not be able to refund you for the purchase price of your case If you would like for us to send you a case replacement under our warranty, I would be more than happy to do so, I will just need the serial numbers from the inside of each piece of your case I apologize for the inconvenience with the situation, and if you have any other questions, please let me know
Best Regards,
***

Dear ***,
Thanks for getting back to usWe do apologize for any frustration this situation may have caused
One of the reasons we give out gen*** answers as far as product release dates go, is we do not want to give out misinformation, or speculatePerhaps we have a very close target date, but if we are off by a couple of days, and told you an earlier date, we would be giving you bad information, and we do not want to do thatWe always like to under promise and over deliver, which means that we would not want to promise a certain date of release, but are happy to assist you in making a purchase once the case does come out, and also give you a chance to be notified of when it comes back in should we go out of stock which may sometimes happens with new releases
Bear in mind, when an agent or a supervisor (such as myself) gives you this "canned" response, we are just as uncertain about the release date as our customersWe might, at best, find out a couple of hours before a case goes up on the website, and even then we would not want to speculate on a time it will be onlineWe are honestly not trying to be secretiveWe are trying to be accurate.
If you would like assistance in getting notified when any cases that are up on our site as "coming soon" do come out, please let us know, and we will be happy to get you on the list
Please let us know if you have any questions
Best,
***

***,
We are only able to warranty products that we manufacture, because we do not manufacture any electronic devices we are not able to cover them under our warrantyWe offer the Total Water Protection Program for products that are purchased from VerizonThis is an additional
insurance that covers the device in the event that the device receives water damage while in one of our productsOur products have been designed and tested to meet and exceed Military Standard 810F-for drop protection and IP-rating for dust and water intrusion, however there are instances where a device can be put in a situation where the protection needed for a device exceeds what our case has been engineered forOur cases offer added protection but there is no way that we can guarantee that a device will go unharmed in every single situationPlease let us know if you have any additional questions.
Peter

I purchased a Life proof case for my *** from *** *** on 6/27/ On the front of the package, it claims that the case is submersible to 6.6ft I meticulously followed the instructions to apply the case, and even made reference that I didn't feel the front cover of the case (being that it was only an adhesive sticker) appeared to be very waterproof so I first tested it with a small amount of water It appeared to withstand the small amount of water, so days later, I went to the next step of taking it in my pool under about a foot of water Well, water got into the case and ruined my ipod I called Life proof and was told that because I did not purchase the case at Verizon (at a higher price), that the waterproof warrantee was invalid and the device would not be replaced I was however offered a new casewell let me think about this, I have NO *** any longer, why would I need another case that failed the first time?

Complaint: ***
I am rejecting this response because:I trusted your product and it did not work , it last only minutes , it is a waste of money you need to take that product out of the market , and paid for deductibles , I spend more money replacing my phone and it is so bad that you do not take responsibility
Regards,
*** ***

Hello ***
I am sorry that your warranty has taken quite a while to get replacedNormally we get our warranties resolved quickly and efficientlyRight around the same time you filed your warranty claim, we were in the process of switching customer service systemsI am not able to find you in
our newer system, so it's possible that your claim was lost when moving systemsThis would also explain why you got an automated response of "filling out the warranty form online"What I can do for you is place the warranty order myself in the newer systemIf you simply tell me which iPhone you have currently, and the serial numbers located inside the caseOnce we get that information we can proceed as under the warranty
Thank you,
***

Looking up your order number (***), with the *** tracking number of ***, your order is shown to have been successfully deliveredOur policy when this happens is to resend the order, which we can do free of charge at the same service that was originally paid forIn this case,
this service would be 2nd Day shippingWhile we are unable to refund the order when it is stated to have been delivered, we would be able to resend it immediatelyPlease let us know if you would like us to resend these cases and we'll get you taken care of

I bought my daughter a Lifeproof case because I just got her a cell phoneLifeproof advertises that you can take the phone in the water and take photos under waterWell my daughter did just thatWe had tested the case prior to her taking it in the pool like the directions saidSo after my daughter took her phone in the pool she prices that there was water in the case and on her phoneNeedless to say the phone does not workI had to file an insurance claim with *** to get a new phone which cost me dollarsI called Lifeproof and they said that they do not garentee the phone, they only garentee the caseMy problem is that my daughter would have never taken her phone into the water if it did not have this specific case on itI think that if you say a product is going to perform a certain way and it does not that you should take some responsibility in the matter

Complaint: ***
I am rejecting this response because: This is the third case and I am tired of having to keep going through hoops This case does not live up to the standards It was less than year old and has already been replace times I just want my money back It doesn't work on the 5S as stated at all This last was so bad it kept shutting down the phone I could not even put it on the phone and I had several people try I just want my original price paid refunded
Regards,
*** ***

Dear ***,Thanks for reaching out to us, and sorry for any distress this may have caused.We are absolutely not trying to make this unusually stressful: we are just needing a couple more photos as requestedOnce we receive those photos, we will be happy to send out those replacement parts.Please let us know if you have any further questions. Best,***

Dear ***,Thanks for reaching out to us and sorry for any distress this may have caused.I did get in touch with our TWPP departmentIt does sound like you had a chance to speak with them this morningWhile there is normally a policy with having only one unlocked phone out to customers at a time,
due to the difficulty with the locked phone and *** not recognizing the phone being associated with your account, they are making a one-time exception to get that out to youThere will be both a phone and a case in the shipment that is being sent out next dayIt is too late to get shipped out today, but will be shipped out tomorrow, so you should be receiving that WednesdayWhile the TWPP department is not seeing any notes pertaining to waiving the $*fee, they are also happy to help you out with that on a one-time basis, due to the difficulty of your situationThey will be getting this over to finance, and that refund should be received by you in 3-* business days.Again, our sincere apologies for the delays on this issue.Best regards,***