Otter Products LLC

Complaint: ***
I am rejecting this response because:I have already spoken to several people at the company and they told me the same story I am rejecting this beacause it clearly states on the box submersible up to 6.6ft of water..device is now damaged which I now need to replace for misrepresenataion..I would like my device replaced!!
Regards,
*** ***

The original email was sent in error, we did send a second email minutes later apologizing and explaining our miscommunicationTo receive a warranty you will need to complete the appropriate steps and pay the shipping and handling feeTo complete the warranty please contact our warranty compliance department at ***

I PURCHASED A LIFEPROOF COVER FRE THAT IS ADVERTISED AS WATERPROOF AND SUBMERSIBLE TO FEET
THIS PAT WEEKEND WHILE USING THE COVER, AND DESPITE THAT THE COVER CLAIMS TO BE WATERPROOF, MY IPHONE 6S GOT WATER DAMAGENOW I HAVE TO DEAL WITH EXPENSES RANGING FROM $TO $TO EITHER HAVE IT REPAIRED OR BUY A NEW CELLPHONE IPHONE 6s
WHAT IS THE PURPOSE OF THE COVER IS IT BREAKS WITHIN MONTHS OF USE AND THE PHONE GETS DAMAGED FROM THE VERY THING (WATER) THAT IT IS SUPPOSED TO BE PROTECTED FROM?
THIS IS A DECEIVING ADVERTISEMENT AND COSTS ME HUNDRED OF DOLLARSI WANT LIFEPROOF/OTTER TO TAKE RESPONSIBILITY FOR THE DAMAGE CAUSED ON MY CELLPHONE IPHONE 6S AND HAVE IT REPAIRED OR REPLACED AT THEIR EXPENSE

Complaint: ***
I am rejecting this response because I purchased your product based on the claims that it would protect my phone against damage from drops, water, etcI want a refund from the product that failed to protect my purchase and a refund for the repairs that caused my phone to be damaged.
Regards,
*** ***

Hello ***,
I am sorry to hear that your Lifeproof case is damaged and didn't pass the water testI can see through our systems that your order has been placedYour order number on the warranty replacement should have been emailed to youOnce the item ships out, you should receive and
another email with a tracking numberThis way you can follow your replacement's progress to you
Thank you,
***

I am so sorry to hear your phone was damaged in one of our casesPlease give our customer service line a call and we would be glad to help you out! 1-855-***

According to our records, these attempts had failed and were not collected by our systemWe have no further information on why this had occurred, but are referring you to check with your bank as those failed charges were successfully reversed automatically according to our system

Complaint: ***
I am rejecting this response because:
Why would I need a case for a phone I no longer haveI am asking for my money back and for your misleading and advertisement to end
Regards,
*** ***

I recently purchased a Otterbox alpha glass for the *** ** *** Glass already fell off two times when I try to make a warranty claim they make me some pictures I comply with that then they make me send it in the mail and I have to pay for shipping this is constant harassment between OtterBox and me I've been a long time buyer with OtterBox but been having problems with the alpha glass just falling off and then OtterBox hassling me to get my warranty replacement I just want my warranty replacement done and fix this problem that you guys are having with customers it is posted online that you guys do this to several customers for no reason I recently had a friend that did a claim they did not have to go through this mess if we can't resolve this information I might decide to go at small claims court so this will be public

The life proof case I bought is not staying together it wants to come apart on the cornersI have submitted the form online on and paid the shipping feeI still didn't see nothing so I called and I got no whereThey replied back to my email and said to follow the link so I did and put my credit card number in againThey said I should see a reply inhrsI haven't seen nothing and it's been over a weekNot to mention that I have put my credit card number out there a number of timesI keep my all my phones and my kids phones in life proof casesMy daughter case is broke to but she seen how much trouble it is to have it warranted she took it off her phone

Dear ***,Thanks for reaching out to us and sorry for any distress you have experienced.Per our limited warranty, we are not able to assist with the deviceWe do apologize if you felt there was an implicit promise of this through our packagingManufacturer warranties, by federal guidelines,
essentially only cover the product the company manufacturedThe case is also not an insurance policy on the deviceWe cannot assist with a deductible. You can read up on our limited warranty, here:https://www.otterbox.com/en-us/warranty-full.htmlI did not find a current incident under your name, so I took the liberty of setting one up: ***Please let us know if we need to look under another incident under a different set of contact information This is what we can do for youWe can offer you a refund on the cost of your caseNot everyone qualifies for this, and to do it we need the following: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 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current datePlease let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.I did find your incident and see that never did get processedWe do apologize for any disappointment there has been in that change in our warranty processPlease know that we did make a few changes in order to make processing faster,
including adding a nominal shipping and handling feeWe have lowered that fee to $since you contacted us last, but since this has been a distressing experience we are happy to waive that on a one-time basisPlease contact us at 855-688-and reference Incident ***We still do need photos of the case, so you may also just upload those if you still have the upload link for the incidentI have made notes in the incident explaining all of this.Please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because:1. I was unable to Register for TWPP on time due tothe fact that the warranty card which contained that information was not partof the package. While we were stillWITHIN the time frame to register the product, we informed Lifeproof of this, byphone and email and the Lifeproof rep informed us NOT to worry and that it wasn’tnecessary. That’s the kind of BS we aredealing with. Since Lifeproof recordsthe conversation, you can concur that this was infact the case. Because we made a good faith attempt to register on time, and based oninformation gathered from Lifeproof Rep, it is irrelevant what is written instone. We have proof of purchase fromBest Buy, timely emails, etc, that will justify our argument. 2. Please provide your contact information (emailand phone number) and I will make sure you get all the information requested,however, if your not willing to compensate me for the losses, it appears to bea waste of timeNonetheless, I will do it. 3. The case was thoroughly checked before I went inthe water. As I stated previously, itstarted as a hairline crack which was almost invisible yet still allowed waterto seep thorough. You indicate “use atyour own risk”, but also Falsely Advertise the case as being Lifeproof. A simple statement DOES NOT release you ofliability and to fool innocent consumers by taking their money, not standingbehind a KNOWN Manufactures DEFECT, and get away with it. 4. This is a common problem and although you shouldnot have to change your policies, you should rightfully pay for the problem youhave caused until you figure out a permanent solution to correct the DEFECT ortake the product off the market. 5. Your not replacing my phone. Our phones are nearly $2,combined. Your paying for the replacement costs underwarranty and again, I have all the justification needed from *** to justifywater damage and amounts paid. At thispoint, this is your best and cheapest option6. Proving me with a new Lifeproof case is NOThelping me out. Paying for my losses,will be a settlement to making me partially whole. Based on your response, it appears that youare not willing to settle this and I would rather not waste my time. I have no interest in making up stories,wasting my valuable time, and losing precious memories with my family. Lifeproof has a serious problem bymaliciously continuing the distribution of defective cases to consumers and notstanding behind their product. Again,the facts are all there and the resources of similar historical defects such asmine are all over the internet. If you arenot willing to settle this at our level, you leave me no choice but to escalatethis issue and pursue settlement by other means including representing a CLASSif necessary. If this is not settled, Iwill make sure that every social media will know of my experience in order tominimize the losses to other consumers as a result of your defectiveproduct. Revdex.com and Consumers Affairs will befully aware of this as well7. Please make a settlement check payable to *** in the amount previously claimed and mail to *** *** *** ***
*** ** ***
Regards,
*** ***

I purchased an OtterBox Commuter Series case for Phone in July, I purchased this particular case as the advertising on both the OtterBox product website and *** website, where I purchased the item, prominently display information that this product:
"Commuter Series by OtterBox is built for businessFeaturing a durable, two-layer construction, Commuter Series withstands serious drops and falls so your Phone remains damage freePlus, the slim, pocket-friendly Commuter Series for *Phone *** conserves precious space in bags, purses and briefcasesAnd, port plugs stop dust and pocket lint from clogging your inputs, keeping your device ready for your daily grind"
Furthermore, below this information, they reinforce the protective aspects of the case by reiterating that the case provides:
"Drop Protection
Screen Protection
Scratch Protection
Dust Protection
Slim Profile
Easy On/Off Functionality"
There is additional advertising about how OtterBox is the #1m

We are only able to issue a refund for a case if it had been purchased from our website within the first days after purchaseWe are not able to replace or repair any products that we do not personally manufacture, nor are we able to provide monetary compensation for products damaged in our case
As shown on our Global Warranty, found on our website at https://www.lifeproof.com/en-us/global-warranty.html - "Otter Products does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Otter."

Complaint: ***
I am rejecting this response because: I understand your response, but still believe that you are misrepresenting the product with advertisingYour ad actually tells consumers to take their tech devise into certain environments and they will be protested by LifeProof Waterproof cases If they are not really waterproof I do not understand how you can make that claim. We will wait for the refund and plan to purchase cases from different companies in the future If we are asked our opinion about the LifeProof Cases from friends either directly or through social media, we will be honest in our response indicating that they do not live up to their advertised claims
Regards,
*** Herbs

Hello ***,
We will be reaching out to you directly through email so we can obtain all of the information needed to get a refund created for you Once we have received all of the required information, we will forward it to our Finance team to get the refund process started for you
Best Regards,
***

I purchased an Otterbox to protect my new phone Within days the glass protector worked its way loose and cracked I returned it to the point of purchase and they replaced the unit Within days, the same thing happened When I contacted Otterbox to tell them they had a defective design and should recall their produce, they simply said it was a warranty issue and, for $5, they would replace the cracked glass First, warranty items should not need to be paid for, especially since this would end up costing me $per week at the rate at which the protective glass cracked Second, since this seems to be a chronic issue, they need to recall this produce to prevent someone from cutting themselves should the glass actually break

Dear ***,Thanks for reaching out to us and sorry for any delays.We are not able to assist with any devices, per our limited warrantyI am happy to link to that textThis is also explained in all inserts that come with the case.http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.Our cases do give you great waterproof protection, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. We stand by our offer to do a third party refund on the case, if we are able to receive the requested information.Please let us know if you have any questions.Best,Sarah

My issue is not solved yet they have replaced my case so far but still have not offered to fix my phone the glass/screen is cracked and it will cost $for apple to fix it due to there case not working as it should according to there website it states that it is drop proof which it is notIm very upset about this I just want my phone fixedIt has been in the case since day I paid a lot of money for this case to protect my phone and it didn’t do that I researched many cases before purchasing and this was supposed to be as they call it lifeproof and its not