Otter Products LLC

I called Otterbox (***) on Friday 11/7:PM PST and placed a warranty replacement order I gave my email address, mailing address, and credit card number I was told the item would be delivered within business days I changed my mind hours later (approx 9:PM PST) and called back to cancel the order however the business was closed I called again Saturday morning at 8:AM PST but the business was closed until Monday I went to the company's website on Saturday morning and submitted a webform communication and asked to cancel the order I also subitted an email communication and asked to cancel the order On Monday 11/at 8:AM PST I called and spoke to Dawn in Customer Service I asked her to cancel the order She contacted the shipping department but was told the item was already on the loading dock ready to be shipped The manager said the item had been prepped on Friday afternoon, which is a lie because I didn't place the order until after 8:PM

I purchased a black lifeproof fre case for my *Phone ** *** in hopes of protecting it from water and other damages, having heard good things about lifeproofA few months later while riding an atv my phone fell into a puddle, knowing it was protected by a sealed lifeproof case with all ports closed, I was not concerned and picked the phone up only to realize that the latch that covers the charger had come open, flooding the case and ruining the phoneThe hatch had become loose after use and I have reason to believe that case defect is to blame for the damage to my device

I placed an order on March 12, for a case and received it within the time allowed After receiving the case, I discovered that I didn't need it anymore I emailed customer service for a return code, and never received one After no response from Otter Box, I emailed them about the issue No one from the company even bothered to return my email I shipped the case back within the day period and still no response or refund I have researched, some bad reviews from other customers online as well I'm hoping that at some point another company will come along to better serve the consumers Order # ***

Complaint: ***
I am rejecting this response because: the glass was installed twice by the cell phone carriers rep in the manner you described.
Regards,
*** ***

Dear ***,Thanks for getting in touch with usWe do apologize for the distress you are experiencing.I cannot find your original incident, but as you have indicated, you have been informed that, per our limited warranty, we cannot assist with damaged devicesIf we have not done so already, we are
happy to get you a replacement of your caseWe may also still be able to get you a third party refund on your caseFor the first, we ask for a photo of the case along with some hand-written information (name printed, name signed, current date and serial numbers from the front and back of the case) on a sheet of paper placed in the photo along with the caseFor a third party refund, we need that first photo, plus a photo of the broken device (with name and date in the photo), and an itemized receipt showing the case was purchased within a year ago from *** *** (also with name and date in the photo). If you could let us know the email address you used when you contacted us, or the incident number from when you contacted us, I would be happy to send you the information for either resolution. Please let us know if you have any questions.***,***

I am sorry that the case did not perform as expectedWe do ask that a customer perform a water test upon receiving the case and at regular intervals through out the life of the caseIf the case should become damaged or is no longer water proof we are able to replace the caseWe perform many rigorous tests to ensure that our cases are durable and waterproofThe warranty is limited to the case and will not cover the device inside of the caseWe are willing to replace the case and to step outside of the warranty and offer a refund for the case itself

Complaint: ***
I am rejecting this response because: I am fine with them sending the cases out however I wish to return the cases once I receive them for a full refund!!! I don't want the cases!!!
Regards,
*** ***

On June 8tH I ordered a warranty replacement for my Otterbox caseThey charge a shipping fee of The next day I checked my online bank statement and saw that I was charged twice for the itemOver the past week I have sent them emails about the issue and have not received a reply a refund or the replacement caseI also never got an email confirmation of my orderI paid more then for the case is only a few months old and so stretched out it doesnt stay on my phone now I have given them an additional and have nothing to show for itI havent even got courtesy of a replyIn my last email to them I told them that if I didnt hear anything soon I would be iscontacting you so here it isI guess they didnt take it seriously*** *** *** *** ** ***

We do request up to hours in order to review the photos providedOur warranty compliance department has reviewed the photos provided and we have processed the replacement orderYou can expect to receive the case soon, and your tracking number has been emailed to youWe will continue to offer a replacement case under our warranty should any additional damage occur to the cases you own, and we will be available for comments, questions, and concerns that may come up in the future

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meHowever, my case was never damaged so I don't need another case.
Regards,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any delays.We appreciate the details of your researchThat said, there are differences to the *** * versus the * aside from dimensions, most notably the touch IDWe did not design the Armor case for the *** ** and it is not ideally used on this deviceWe apologize if there was any confusion about this from out our cases are grouped on the warranty pageAt best, the case might be able to be used on the device in a pinch, but it is not optimal and not thoroughly testedRegardless of this, we cannot assist with devices in any way or form. Additionally, we have no way of tracing what may have happened: there may have been user error, an incorrectly performed water test, an undetected crack in the case, to name a few. In short: we cannot assure against potential user error or damage that occurred after the case was in a user's handsIt is extremely important to inspect the case before each and every contact with waterThere is no case that is assured to never suffer damage, and once a waterproof case has been compromised or incorrectly used, we cannot assure that it will provide protection as expected. We are always coming out with new products and phasing out old products and this is basic supply and demand, like with any company. The offer to assist with getting you any case (aside from battery cases) that you like stands. Please let me know if you have any questions.Best,Sarah

***,
I am sorry that we are unable to replace your *** that was damaged while inside the LifeProof case As stated before, all of our products are designed and tested to meet IPstandards for water and dust intrusion, but due to the fact that there are too many factors out of our control, and also since we do not manufacture the device itself, we are unable to cover damage to a device under any circumstances I can understand why you would not want a new case for your device, but that is all we are able to offer at this point in time under our Limited Product Warranty If you would like to proceed with a replacement under this warranty, you may do as you please with the case, once again, we would just need the serial numbers from the inside of the case Please let me know if you have any additional questions
Best Regards,
***

Complaint: ***
I am rejecting this response because: no misunderstanding exists, but fraudulent misrepresentation, material misrepresentation, misrepresentation, and unconscionability does existHere, "Boilerplate" responses to the Complainant's inquiry is totally unacceptable, irresponsible, and legally actionable against your companyThe Complainant can and will seek any and all remedies available at law against LifeProof d/b/a/ Otter Products, LLC
Regards,
*** ***

Dear ***, Thanks for explaining your situation and sorry for any delays.If you have a regular, non-battery case, we are happy to include that in with the pink case we are already sending youPlease just let us know the device, series and color of the caseMoving forward, please know that we will encourage you to go through the standard warranty process for any damage you might experience to your case.Please let us know if you have any questions.Best,Sarah

Revdex.com:
I will accept a full refund of $ Please note that I took the iPad to a service center and the confirmed that the case was too tight, causing extensive damage to the Ipad when it was dropped on its back They even concluded that the screen probably would not have cracked if there was no case at all The information you requested for the refund is attached The serial number is *** My name and address are as follows: *** ***, *** *** *** *** ** *** *** *** When and how will I receive the refund?
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I did not damage the case, it was not my fault
Regards,
***

I'm extremely disappointed in this company I purchased a LifeProof Case for my son's *** about a year and a half ago for the amount of dollars The reason I invested this amount of money in a case was because my son was at the time and I thought it was a small price to pay to keep our technology safe from water damage etc My son's *** was dropped in a baby pool a few days ago and to our dismay, the product did not prevent water damage to our iPad I called the company and the company offered to replace the case since it has a life time warranty This wasn't the outcome I expected considering the case was on properly However, I can understand to an extent not taking responsibility for the fact that their product wasn't effective What I can't understand is that because the specific product I purchased is no longer being produced, I was responsible for paying out of pocket for another case In my opinion, this company should have send me something comparable to what we

Dear ***,I am very sorry to hear that your case did not perform as expectedWhile we are not able to repair or replace your device, we would be happy to refund the original purchase price of your caseTo complete your refund, we will need the following documentation: 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• 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 reply to this email with any additional questions or concerns, or with the necessary documentsWe can only accept JPEG and PNG filesThank you! Stephanie

Dear ***,Thanks for letting us know of your concerns and sorry you have had a difficult experience.We stand by offering to replace the caseYou are certainly free to contact any agency you like, but we would like to remind you that we have indeed stood by our one-year warranty and that it is critical for customers to also follow through on the warranty process to help get the issue resolved. Best,Sarah

While we strive to find the best resolutions for our customers we are unable to offer a refundOur warranty is in place for replacementGenerally we are unable to switch the style or color of case during a warranty exchangeDue to the frustrating experience that you have had we are able to switch the style of case for your current device or a different device