Otter Products LLC

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

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

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

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

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,
*** ***

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

Complaint: ***
I am rejecting this response because:I used the case in water on Tuesday Dec26th, I have videos underwater and pictures from thenI used the case again in the water on December 29th, The second time I used it, water got into the case and damaged my phoneWhich means it initially worked and then failed later, this can all be proven as every picture, video, and updates is time stamped and can be traced on iphones.Regardless of your warrants which is in fine print on a warranty booklet that we see AFTER the purchase, the big bold lettering on the packaging that is shown to consumers is that the case is lifeproof and submersible up to metres for hourThis is very deceptiveI paid $for your bulky phone case so that it can be protected in water within the parameters advertised. I took my phone to a phone repair facility and will be receiving the final invoice tomorrowYou have the option to pay for the repairsPlease advise if you would like to proceed with this option

In January of I ordered a Lifeproof Fre Power (value $129) case for my Phone ** Within months the product broke, not at my fault- the part where you plug the phone charger into the case became loose and would no longer allow my phone to charge I filed a warranty claim, which was offered and received a new case, a Lifeproof Fre power case in its original box and packaging Within the past year I have had to reorder more cases due to the exact same problem After the 2nd case broke as well I researched and I came across other complaints on the internet for this life proof fre power case for Phone **, all having the same issues as mine When contacting customer service to complain I asked for a full refund as it was obviously a faulty product and was denied due to their day refund policy I complained arguing that it is a faulty product and was only given an offer for the company to cover the $shipping charges Reluctantly I accepted The life proof fre power f

***,
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,
***

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'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

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

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,
*** ***

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 back to usSorry for any delays. As we have explained, we cannot assist you with your device.The check refund for the case has already been processedThat is the final thing we can do for you on this issue through our customer service department.Thank you,***

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 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