Otter Products LLC

***, I am sorry that you were given misinformation when you had purchased the case at [redacted] *** Our warranty is clearly stated on our website and is available to the public, but we unfortunately cannot control what every sales representative at every store is going to tell customers when selling our cases I will certainly pass on the word that our warranty is not being communicated properly to some of our customers, and see what we can do about making the warranty information more easily accessible, as well as making sure correct information is being given out As before, due to the fact that there are too many factors out of our control with a case and phone, and also since we do not manufacture the phone itself, we will not be able to cover the damage to it We would be more than happy to get you set up with a replacement case, we would just need you to submit a warranty claim on our website at the link I had provided you with previously At this point in time, that is the most we would be able to do for you, but if you have any further questions, please let me know Best Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to usWe apologize for any delays.We are not seeing record of your having contacted us before the RMA was set up: perhaps it was under a different name or set of contact informationWe apologize that we cannot find record of thatThere was clearly a misunderstanding about our products and the devices they cover, and we would have discouraged you from purchasing this case if we had more informationWe feel we are being quite conciliatory to offer to send you the [redacted] case or the [redacted] Defender case in lieu of bothering with the RMA, so we are not certain why you are rejecting our offerWe are simply waiting on you to let us know which phone model you need a case forWe will even let you pick whatever color you likeThe only other action is upon your acceptance of this offer is we will cancel the original RMAPlease let us know which case you want, and your color choices, and we will send that out right away.http://www.otterbox.com/en-us/ [redacted] -s6/defender-series-case/sam2- [redacted] -s6-byo.html#q= [redacted] %2Bs6&start=orhttp://www.otterbox.com/en-us/ [redacted] -6/defender-series-case/apl2-amp600-byo.html#start=1Best,Sarah

Complaint: [redacted] I will call if they waive the shipping fees on my replacements Regards, [redacted]

All Lifeproof cases come with our Year Limited Warranty that covers any damage or defects in our casesFor any devices that may be damaged while in our cases, we are unable to provide any type of refund or reimbursement for the deviceFor any cases purchased through [redacted] with TWPP, that coverage is different and registration for that must be completed within days of purchase dateOur TWPP department handles all of those and are separate from our customer service departmentIf you would like to have your case replaced, you may contact our customer service at [redacted]

Complaint: [redacted] I am rejecting this response because: I purchased the case on June 29th and it failed on July so less than a month later?? How often do you suggest to do the water test ?? That's totally unacceptableWhat's the point of having a case if it's going to failI would like my deductible reimbursed since your prodcut that was less than days failedYou stated that your products are tested before leaving your facility I would like a detailed explanation of the type of tests your perform on the cases along with a PASSED results for my case.comSprint insurance deductible was Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I'm not stupid enough to put it on another phone and therefore, it was obviously NOT VISIBLEI realize your trying to protect your companies interest and not admit to the Manufacturer DEFECT, so I guess I can't blame you You can send me your email so that I can send you the pics but we will continue to DISAGREE and I will proceed to do as I stated in my last email Regards, [redacted]

Otterbox is only able to refund on a purchase order if the case was purchased directly from Otterbox.com and within days of original order dateOtterbox would be more than able to provide you with a replacement case, as well as provide additional options when sending you out a replacement caseIf you would like to go over those additional options, please contact our customer service to resolve this issue

Complaint: [redacted] I am rejecting this response because: they offered to do nothing besides replace the caseI do not need a replacement case because the phone is broken because two cases failed to work as a added layer of protectionThey can make a exception outside of the warranty because of how both cases broke in the same spot within months of original purchase, but I feel they don't want to because that would be them admiting they may have no designed the case as well as they do for other phones Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: If Lifeproof is going to advertise that you can take your electronic device into and submerge it in the water, they need to be held liable when their product fails No, I do not need a new case since I do not have an [redacted] to put into the case Regards, [redacted] ***

Dear [redacted] , Thanks for getting back to us and sorry for any delays.As stated before, per our limited warranty, we are not able to pay for any part of a deviceWe also cannot assist with the deductibleWe are still looking to find any previous incident for youAs stated, we are happy to get you set up with a replacement on the case itselfUnder certain circumstances, we can instead do a third party refund on the case, though we need some specific information: a photo of the case with name, date and serial number on a sheet of paper in the photo; a photo of the damaged device with the same written information; a photo of the original purchase receipt showing you purchased the case within a year ago, again with that written informationPlease let us know which option will work for you and we can get that rolling.Please also let us know if you have any further questions.Best,Sarah

***, Thanks so much for reaching out to us I am so sorry for the frustration and length of time involved with this warranty claim I have looked into the claim and see that your case photos were, in fact, sent to our Brand Protection department Your particular case was was deemed inauthentic by our team of experts All of our [redacted] cases were produced with Serial Numbers and when we see a photo of a case without one, we send detailed photos to that team to authenticate the case I am so sorry for the circumstance We do not cover inauthentic cases under our warranty policy and unfortunately, can never guarantee case authenticity when purchase through a third party retailer (like [redacted] ) For this particular circumstance, I would love to offer you a 25% discount on the future purchase of a case through Otterbox.com With a purchase through our website, you are guaranteed to get a real OtterBox case and will not have this issue when it comes to warranty claims I do hope this provides some clarity for the situation! Sincerest Regards, [redacted] OtterBox

Dear ***,Thanks for reaching out to us and sorry for any delaysPer our limited warranty, we cannot assist with devicesInside each and every LifeProof case is an insert, and in that insert it is explained that the LifeProof warranty does not cover devicesThe case does not act as an insurance policy on the device, either, though we are sorry if you understood there to be implicit coverageYou can read about our limited warranty here:https://www.lifeproof.com/en-us/warranty-full.htmlThe case is meant to give you extra, added protection, but there are still events that may happen that lead to screen damage, such as a series of small but significant impacts that had gone undetected before the final fall (e.gkeys hitting the screen in a purse)We do see we have sent you a replacement casePlease let us know if you have any trouble receiving this package.Please let us know if you have any questions.Best,Sarah

Dear [redacted] ,Thanks for reaching out to usWe apologize if this process has been in any way frustrating.We are just waiting on one photoIf you look on the inside of the base of your case, you can see that serial numberWhat we are needing is a shot just close in on this serial numberWe can see the number written out, but it is a little blurry and unclearOnce we get that photo of the serial number we should be able to help out with that warranty.I have resent an email so you have a fresh link to get that photo to us.Please let us know if you have any questions.Best,***

Complaint: [redacted] I am rejecting this response because:The business failed to address the issue in this matterThe case provided by Otterbox failed to deliver on its expectationsThe case cracked when it fell to the groundThe crack in the case was the cause in fact of the damage to my phoneIn other words, had their case not failed, my screen would not have brokenTheir case caused the damage to my phone and therefore they are liable for its repair Regards, [redacted]

Hello [redacted] , I apologize for the inconvenience with your order and the return situation In this type of situation, especially if it was our mistake, we are happy to help in any way we can, so I am unsure why we didn't look into removing the charge for you With that being said, I have removed the $charge from your return, so you will not be charged the $return label fee when we receive the case back from you You will not receive an email update about this charge being removed, but we will refund you for the full order price once we receive the case I apologize again for the inconvenience with this, but please let me know if you have any other questions Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This response looks very promising until I reach the very bottom, then they are not saying anything different than what they have already told meI can provide all of the information that they request except the receipt/invoice from the original purchaseThe call center and facebook teams offered me a refund check if I could provide the receiptI have stated repeatedly that I cannot provide a receipt from the original purchase at [redacted] ***The case originated from Lifeproof, and the replacement case we received in came directly from Lifeproof in the mailIf they will accept all of the requested information, other than the receipt, then we have a dealOtherwise, we have not advanced this discussion at allPlease provide my email address: ***[redacted] @ [redacted] to the respondent from Lifeproof, per her request, so she can contact me and provide me with an email to send her the request informationI will send all of that, but need to clarify whether or not they will drop the demand for the [redacted] receipt Regards, [redacted]

Trying to decide what to buy for my *phone *, I checked on products that would protect my phone since it is quite an investment I read about the Otterbox Defender and the promises of airtight, contoured to fit the *phone [redacted] and the promise of protection of my phone None of the above is true My Otterbox [redacted] (bar code) allows condensation, causes it difficult for parties to hear me, is difficult to hear when this device is on my phone I am very unhappy with it and tried to get a refund for my money but was refused at the retail store, [redacted] unless I placed it on a gift card I do not wish to place it on a gift card and want a refund of $plus tax $total This product does Not deliver what it promises and makes my conversations very difficult I just want my money back and I will be glad to return this defender cover thank you

I am sorry for the frustrating experience that you have had with your case and our warrantyAll of our cases come with a limited one year warranty that covers any defects in the caseShould a case become damaged or stop functioning correctly we are happy to offer a replacement caseTo ensure that our cases offer the most protection available to a device we do extensive testing that include drops, bumps and shocksUnfortunately this does not guarantee that a device will never become damagedWe are able to replace the case but will be unable to offer any compensation for the deviceTo view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html

Complaint: [redacted] I am rejecting this response because:There is no reason why the billing address should have been rejectedThe correct address was given Regards, [redacted]

All of our cases come with a limited one year warranty that covers the case if it should become damaged or stop functioningDuring this one year time frame we are able to offer as many replacements as needed for a defective case however our warranty is for replacement not refundIn order to offer the fastest and most efficient processing and shipping we do ask that our customers pay a shipping and handling feeDue to the frustration we would be able to waive the fee one time and send out a replacement caseWe are constantly striving to improve our product and will send all of your observations and concerns to the appropriate department