Otter Products LLC

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,***

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 purchased the LifeProof case $for my brand new *** * (retail value $649) I took it to water park and it was splashed by water (not submerged like they advertise the phone can be submerged in water as deep as 6ft) My phone was splashed by water while it was in the lifeproof case,and it immediately turned off I took it to the *** store immediately and the IT person confirmed my case was on properly and my phone was dead due to water damage and he said he sees this a lot I lost photo images that are irreplaceable and I had to purchase a new phone I want Lifeproof to refund the money I spent on case and replace my phone cost and damages due to me losing images that I cannot get back

I purchased the otter box for my S*** * ***, these cases are proclaimed to be fabulous and have been acknowledge the best cases and your phones will not break
Well guess what I was in a seat not feet from the floor and cracked my brand new phone not only is the screen cracked but the back of my phone is cracked as well
This cases cost a lot of money and have been guaranteed to do the job
It is a lieMy phone cost me a lot of money as well and your product did not do it's so called job

Purchased a lifeproof case for my phoneThe case failed and my device was ruinedNow, they will only replace my device if I have *** serviceThey guarantee the product to be waterproof and it failedI just want my device replacedIt's not even a year old

Complaint: ***
I am rejecting this response because: I spoke to customer service for over minutes and was transferred wrongly out of times Will there be a note on the account with this conversation? Thank you!
Regards,
*** ***

My son purchased an *** ** and Lifeproof case on Jan at the *** Store in *** **We were told lifeproof covered the phone for a year
On May 2016, my son and I went Kayaking and his phone got wet while in the kayak
I contacted Lifeproof around June 1st 2016, INCIDENT: ***My suspicion is that since the phone was out in the sun, it was hot, so when the cool water was splashed on it, a vacuum was created and sucked the water in
The Lifeproof representative told me that since the case was functioning when it was purchased, he would not cover the phone, but he would send me a new case
We then went to the *** store in *** ** on June and discussed my concern with a *** representativeI was again told the phone was covered by Lifeproof for a yearWhile at the store I contacted Lifeproof againThis time I was told the phone could not be found in the systemI asked for a supervisor, Karen at extension 5007, who again told me the

I purchased Lifeproof phone case that advertises it is WaterproofThe case not only allowed water to get in but it actually trapped the water inside and ruined my brand new phoneThe company response is that they will only replace the caseI believe that they should replace the phone as their product actually caused the damage by trapping the water inside

Complaint: ***
I am rejecting this response because: it does not honor my request to have the warranty honored All it does is say I can submit some information, but it does not say the warranty will be honored.The phone under the warranty has an IMEI number of *** The representative I spoke with verified that this is indeed the number submitted with the warranty The warranty is under the name of *** ***, zip code *** (or it could be *** ***)The representative I spoke with also agreed that this is the IMEI number on the sales receipt we submittedThe only response we had from them was this response email:LifeProof Total Water Protection Program Registration ConfirmationThank you for registering with the LifeProof Total Water Protection ProgramWe're committed to providing you with the utmost in protection, so it is important that this information was submitted fully and completelyIf you have any questions or concerns regarding the validity of the information submitted, please contact a LifeProof Total Water Protection representative immediately at ***, hours a day, days a week. If all information requested has been provided, and is complete and accurate, the registration process was satisfiedIf for any reason the information you entered was not complete and accurate any future service requests may be denied. Important: The receipt photograph and screenshot of device (containing IMEI/ MEID/ Serial Number) must be included in your submissionIf you feel that you may have erroneously uploaded the incorrect image, please reach out to a LifeProof Total Water Protection representative. The Total Water Protection Plan protects your device for months from the date of initial purchaseIf you need to file a device service request please contact a LifeProof Total Water Protection representative at ***, hours a day, days a week. Thank You! Contact LifeProof: *** Please keep a copy of this message for your records.As you can see, although they are now claiming that we submitted the warranty saying the phone was a different color, they do NOT include the phone details information in their email confirming that the warranty registration has been successfully completed This makes it easy for them fail to honor the warranty--as they are doing--by later claiming that the phone was a different color--or a different style of phone (even though only one size of the phone will fit in the Life Proof case we puchased--whose case number is ***. What will satisfy us is having them honor the warranty!!!!! Dear *** ***,This message is in regard to your complaint submitted on 7/25/against Otter Products LLC. Your complaint was assigned ID *** The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you The contents of this message are below or attached Please let us know if you accept or reject the business' response and your reasons whyIt is often helpful to restate your desired resolution and provide your solution as how to reach a mutual agreementAll responses will be copied to the company. Please respond within calendar days or the complaint will be closed as assumed resolved. The text of your response will be publicly posted on the Revdex.com Web Site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in your response when possibleBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.Regards,*** ***, Vice President Dispute Resolution and OperationsPhone: ***MESSAGE FROM BUSINESS:I am sorry for the frustrating experience that you have had with your case, our warranty and the Total Water Protection ProgramAll of our cases have a limited one year warranty that covers any damage to the case itselfWe are generally able to extend this warranty past a year as long as we still have the product availableEach of our cases are water tested and we ask that a customer completes a water test upon receiving the case and at regular intervals throughout the life of the caseIf the case should become damaged or stop functioning we are happy to help you receive a replacement caseUnfortunately this warranty does not extend to the device. In addition to the one year warranty that all of our cases have we do offer a Total Water Protection Program exclusively through VerizonThis program must be registered for within days of purchase of the case and asks for very specific information upon registrationWe are able to replace a phone however we do need to replace the original phone that was registered with the caseI am happy to look into this further for you however I will need the serial number of the phone and the registration number for the Total Water Protection Program. Regards,
*** ***

We have several accessories availablePlease look at OtterBox.com to determine which accessory you would like to receive

Complaint: ***
I am rejecting this response because it is nonsense If you can't guarantee that this case is LIFEPROOF why would you label and market it as such? This is called ADVERTISING.
Regards,
*** ***

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My claim has been pushed through, resolved, and a replacement phone shippedWhile its not my desired outcome
(just a refund/brand new phone), its far beyond the nightmare I expectedAmazing how much finally gets done in a few hours when I mention I've involved the Revdex.comThanks!
*** ***

Company claims to protect against fall and drop damage yet the screen of the phone 'protected' by it is now shattered and non-function

***,
Under our warranty, which is clearly stated on our website, we are unable to switch the series or the color of a case for a warranty replacement, the new case must be the same as the original defective or damaged one In this situation, I would be happy to offer a one time exception to upgrade you to a Nuud Series case for your *** *** S4, but that is the only case we would be able to upgrade you to In order to send a Nuud case out as your replacement, I would just need to know what color you would like for this case, and I would need the serial number from the inside of each piece of the case you have currently Please go to the following website to see the colors available for the *** *** SNuud Series cases:
http://www.lifeproof.com/shop/us_en/***-***-s4/nuud-***-***-s4-case/?color=Magen...⇄ /> I apologize again for the inconvenience with the situation, but this would be the most we can offer at this point in time If you would like to stick with the Fre Series case you had before, please specify that, and I can get that replacement sent out with the serial numbers from the inside of each piece of the case you have currently As before, please let me know if you have any further questions
Best Regards,
***

Complaint: ***
I am rejecting this response because: As I previously stated, I have already received a replacement caseThis is not what I need nor what I wantYour defective product cracked my screen and if you truly understand the hardship it is to have a broken screen that was cracked by someone else's fault you would understand how unjust it is to allow it to continue unfixedJust like when you take your car into a car wash and the person who washes the car puts a huge scratch in it, you expect to be compensated it is the same wayI entrusted my device to be safe in your case and I expected that if it suffered a significant drop or a direct drop to the screen than that would be my problem but I never expected that the case would be the cause of the crackI am not budging on this settlementI want my device shipped out for repair or I want compensation so I can take it in to get repairedYour product broke my screenYou replace what you brake....this is something we're taught as little children to do and I don't feel that I have to explain this further
Regards,
*** ***

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 devicesThis is clearly stated in an insert that comes in each and every LifeProof case, and is also stated on our
website:https://www.lifeproof.com/en-us/warranty-full.htmlIt is critical that customers closely inspect their LifeProof cases each time the case and the phone come near waterWe cannot be there with you for every step of the journey in the life of the case and the phoneWhile we do extensively test our cases, it is out of our control if a crack to a charge port door goes undetected, and we cannot assure a damaged case will protect your deviceWe also have no way of tracing how that crack may have happened. That said, we are happy to warranty our own product: we do see we did send you a replacement casePlease do let us know if you have any difficulty receiving that case. Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.That refund may still take about 3-business days to get to you.Please let us know if you have any questions.Best,Sarah

While we are unable to offer a refund due to our warranty only covering replacement we can offer an accessory that may work for your case and lifestyleI will also send all of your observations, concerns and suggestions to the appropriate departments to be reviewed

The vendor's website for Warranty claims does not workI enter the order number and my phone case shows up, I select it, then the website loops back to the beginning
Then I called the phone number for warranty claims and I was on hold for a very long time, so then I hung up
It seems as though the vendor is not putting much effort into keeping their warranty claims system up and running on purpose so they don't have to replace any of their expensive phone cases when they break