Otter Products LLC

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

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

I purchased a Lifeproof case for my *** * The case alleges that it can handle a drop from foot My phone fell feet and the screen cracked The product failed and when I contacted the business they told me that they can't do anything The product did not stand up to its claims and now the company wants nothing to do with the issue

Complaint: ***
I am rejecting this response because:If you would have read my message in the first place, you would have learned that nowhere has this case color in stockI don’t mind paying whatever fee, but this isn’t my fault! This is a manufactured defect and I feel like I shouldn’t have to pay more of my money to fix the company mistake! I’ll jusy return it and replace mine and all the other devices I have with another brand.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I already had to buy another case that won't continue to breakThe case design is flawed, and I don't want another - battery or non batteryIt is a lemon and I want my money back
Regards,
*** ***

Thank you for reaching out to meI have ordered a replacement for you, waived the shipping and handling fee and expedited the shippingYou should receive email confirmation stating that the replacement has been orderedPlease let me know if you have any questions or concerns

When I bought the defender Series Otterbox for my phone I was told that I had a years warranty that would cover any damage to the otterbox and my phone that it was suppose to protectWell now that I havent even had it less then a month and the phone was damaged in the Otterbox and now does not work they will not replace and refund me the money that I spent on itThey keep saying they will replace the Otterbox but what is the purpose of having an otterbox if the phone is broken?

Dear ***,Thanks for getting back to us and sorry for any delays.Just first, to clarify, our *** */** case is compatible with both the *** * and the *** *s, but the *** * case (the original *** * case, which is no longer for sale on our website) is not compatible with the *** *sI am not certain which case you have, but if you have an original *** * case it will not work on an *** *sWe do not state otherwiseApologies for any confusion if you are indeed using the *** */** case, or for any confusion about compatibility.We do appreciate the passion of your argument about about the expectations of the caseThat said, there may be unforeseen circumstances, such as a fall at an unusual angle, on an unusual surface, at an unusual temperature, a case that was incorrectly installed or even pre-existing damage to a device, that we cannot test forWe do not state anywhere in our literature that we 100% guarantee your phone will always survive any foot fall under any circumstance, and we do not promise anywhere we will replace your deviceThe warranty simply does not extend to the deviceAgain, we apologize for any misunderstanding on the matterThat said, we are very happy to offer a third party refund on the caseThat offer stands if you are interested and purchased the case within a year. Please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because: I have the original receipt and recorded call and have summit a complaint with attorneys generals office with my proof they will have to explain to them to what documentation and the fcc also I want a replacement or ur company fined for misrepresentation
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
That is what I wanted was a refund of shippingHowever, them saying they missed it by a 1/days is not right It took days for me to get my order when I used day shipping It is deceiving even if you have day processing in your website and you send out an email within hours of my order stating that my order is waiting for *** ** to pick up Regards,
*** ***

Complaint: ***
I am rejecting this response because: the company is liable because Lifeproof guaranteed their item as WATERPROOF up to 2metersWe substantially relied on theiR advertisement, which can be found on their website and each case of Lifeproof NuudTheir product failed to live up to their guarantee and did not protect our cellular phones when it was accidentally left in a the pocket for less than 1minute, submerged in less than 8inches of water If we had known that's lifeproof Nuud is not waterproof, we would not have brought it with us near the waterWe would also not have bought the lifeproof case. I would like Lifeproof to refund the cases we bought, and reimburse us for the phone that was broken due to either their manufacturer's defect and/or their advertising that the case is waterproof up to 2meters
Regards,
*** ***

So Basically I bought a lifeproof case for my * *** **During the time I have owned the case it has broken numerous times, and they have sent out a replacementHowever about a week ago my Phone was in the case and it droppedThe phone cracked with the case onNow I spent dollars on a case with the idea that it would not break, and that it would protect my caseOn Lifeproofs website they say that the case makes your phone drop proofWhen I called however and asked for them to pay for the repair they claimed they couldn't because they don't cover itSo basically they are advertising bay saying the product makes the phone drop proof, but not willing to back it up when their case failsIt is ridiculousAdditionally they told me they would refund my caseI then produced everything their representative had told me toThen did everything on top of that they asked forNow they are telling me they wont pay for it.I want them to pay for my phone to be fixed, or give me a refund of the case which didn't work

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis limited warranty statement is posted on our website, and is also inserted in a pamphlet with each LifeProof
case.https://www.lifeproof.com/en-us/policies-and-warranty.html#warrantyWhile we test products extensively, there can be an unforeseen string of events that can lead to device damageWe give you extra, added protection but do not promise you will never suffer damage to your deviceThe case, additionally, is not an insurance policy on your deviceIt also looks like the incorrect case may possibly have been used on the device. What we may be able to do is get you a refund on the case itselfWe are happy to do this even though you received a warranty. This is what we would need: 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 note that the receipt is an especially important piece of information. Please let us know if you have any questions. Best,Sarah

I purchased a Lifeproof case for my *** *** * and according to Lifeproof advertising, this case can with holding a drop from feet (meters)When my son dropped the *** which had the lifeproof case from approximately feet the *** glass shatteredI called Lifeproof customer service in order to resolve this problemThey told that since they did not make the ***, they will not cover the repair for the broken glassThey are willing to replace the Lifeproof caseThe Lifeproof case is not damaged, only the *** case got damagedI told what good is to purchase their case if is not going to protect the device in accordance to their warranty of a feet drop

Complaint: ***
I am rejecting this response because:
I feel that the letter of apology is not sincere especially with the frequent spelling errors throughoutTo show their apology for the inconveniences I have encountered they should provide me with some kind of reason to stay with the company, such as an upgraded case or suchA free case every month because the previous one broke is not saying that their product will ever be fixed or is giving me a reason to stay with the company or to not recommend them to my friends and family
Regards,
*** *

I purchased a Lifeproof case Nuud (Blue) for my phone ***The product advertises that the phone can be be submersed under water to a certain depth (

Thanks for reaching out to us and sorry for any delays.It sounds like you want a pink Fre case and another Fre caseThey don't really come down to half the price but we are unclear what the color for the other Fre case isLet us know, and I will expedite the shipping. Please let us know if you have any questions.Best,Sarah

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseIf the case becomes damaged or stops functioning we are able to replace the caseWe do extensive testing to ensure that we make the most protective cases available for our customers
and their devicesBefore a case leaves the factory it is water tested to ensure it is functioning correctlyWe ask that a customer perform the water test upon receiving the case and at regular intervals through out the life of the case to ensure that it is functioning correctlyIn this instance we are able to replace the case with the case of your choice and waive our standard shipping and handling fee

Complaint: ***
I am rejecting this response because:Oh my ***!?!?! Are you people crazy or you get a rise out of making your customers out of liars? I BOUGHT THIS CASE DIRECTLY FROM OTTERBOX WITH MY CREDIT CARD. ONCE AGAIN, A CREDIT CARD, NOT A DEBIT CARD. The fact that you are unable to find my order in your system confirms that you don't keep good records or have a reputable archival system. You have a lot of nerve accusing me of not purchasing this case directly from you. If you looked at the notes from when I spoke to two of your representatives you should have seen the order number in the notes or your customer service representatives are failing to keep accurate notes. On the two occasions that I called, I gave them the order number.You're only reiterating your unprofessionalism. Even if you had doubts about how and where I purchased the case, you would have contacted me via email to get the order number instead of accusing me of not buying the case from you directlyThis is funny (sarcasm)....I bet you can retrieve all of your profits if your supervisor or upper level management requested it, but somehow you can't seem to find MY ORDER NUMBER. Keep looking....it's there, or like I said before, you should have contacted me for the order number via emailIt's easier for you to call me a liar instead of handling this in a professional manner. The only one that's lying about where and how I purchased my case is.........YOU.I've purchased several cases from Otterbox over the past few years for several devices. I can promise you this.....I will never buy another case from Otterbox and I will make sure that this Revdex.com complaint gets to all of the people that I know so that they will know how you've treated meI don't care how much technology advances, there is something really powerful from the "old school" concept called "word of mouth". It will never grow old, die or go away. Technology fails all the time......word of mouth, NEVER DOESA little advice given free of charge and you should really take that advice under serious consideration
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meLifeproofs social media team took care of concerns promptly.
Regards,
*** ***