Otter Products LLC

I just want my money back from defective casesI spend $for a case for my phone and it breaks in a couple months, warranty claim submitted and I have to pay an additional $dollars for my replacement, couple months later same thing Broke in the same place $more dollars another replacement sent Couple months later same thing broken again, after a quick online search and there is hundreds of people with the same problem It is a known issue with this case and for a company to knowingly sell a product with such a bad design flaw then charging for the replacements under warranty is ridiculousI am currently on my 4th replacement and tired of spending money on a already expensive case knowing it will break and will have to restart the whole process over again I am just trying to get my money back from my original purchase but this company is denying a refund and my only option is to pay another $is not a valid optionI am done with this company ripping people off

We would be able to offer you a refund within thirty (30) days from the original purchase of the caseOtherwise, we would be able to continue offering replacement parts for the case under warrantyIf the case is outside of our return policy, we would be unable to return the productPlease contact our customer service hotline at *** with any questions

Dear ***,Thanks for reaching out to us and sorry for any delays.I am going to set up RMAs for you for both these ordersPlease bear in mind that there is a $freight charge per packageYou will be sent an email for each label to get that back to usEach is under the email of the original orderPlease include any and all warranty items you have received that you still have in those packagesPlease make sure both labels are used and packages are separateYou may bring these to FedEx or USPS once you have attached those labelsThe process takes at least 1/- weeks. Please understand that the later order is within a somewhat standard exception for returning a package, the older item is very far outside of what we normally make exceptions for and would need to be considered a very unusual one-time exception.Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any distress you may have experienced.I was not able to find your original incident so I took the liberty to create one using the information in this complaintI used the PO Box number rather than the street address, as the street address
gave us an errorIf your original incident was under another name, please let us know so we might be able to find that in the system.It sounds like you may qualify for a third party refund on the case due to the damage to the deviceThis is not part of our warranty, and we don't normally do refunds outside of days or third party refunds under regular circumstances, but if you can get us a few pieces of information, we can see if this is something we can process for you. 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 let us know if this might work for you, and if you have any questions.Best,Sarah

Hello ***,
I am sorry to hear about your dissatisfaction with the product, and with what is happening regarding the reviews As far as the product does, as you already know, we are always happy to replace a case free of charge under our warranty, but since the case wasn't purchased within
the last days, we unfortunately are unable to offer a refund at this point in time Once again, we would be glad to replace the case for you again under our warranty, I would just need the serial numbers on the inside of each piece of the case
For the product reviews, I wouldn't be able to speak about what is happening because there are many different situations that could be occurring There could be an issue on either our end or on the customer's end that could be causing the reviews to not go through properly, but it is hard to determine exactly why the reviews wouldn't be posting I will be reaching out to our web design team for you to see if we can figure out what is happening, and to see if we can get those reviews to start posting properly I am seeing reviews on most of our products, both good and bad, but once again will reach out to them to find out if we are having issues with the review submissions
I apoogize for the inconvenience, but if you would like to proceed with a new case under our warranty, please get back to me with the serial numbers from the inside of each piece of the case and I can get an order set up for you If you have any other questions, please let me know
Best Regards,
***

Our limited one year warranty covers the case but not the device inside of the caseOur warranty clearly states that we are unable to cover the device under any circumstancesTo maintain the integrity of the case and to ensure that it is functioning appropriately we do ask that you complete regular water tests on the caseTo read our full warranty please visit the website below.While we are unable to offer any compensation for the device we are able to offer you a case of your choice for this device or a different device. https://www.lifeproof.com/en-us/global-warranty.html

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is explained on our website, and in an insert that comes with each and every LifeProof caseHere is that text:https://www.lifeproof.com/en-us/warranty-full.htmlWe
do extensively test our products, and it sounds like you did administer the water testThat said, there are quite a few things that could happen with a case that could still result in the device suffering damage, and we cannot be there for every moment to know what may have happenedThere could have been an undetected crack in the case, an incorrectly installed case, or plugs that were not fully sealed, to name a fewProduct warranties only cover the product a manufacturer has made, and the case does not act as an insurance on the device. We do see we processed a third party refund on the caseIt does look there there were a number of turn-arounds on that getting processedWe can assure you that we do not try to make this needlessly complicated, we simply need those three pieces of information to be received and in an exact format for our finance department to be able to work with themThis is largely due to tax reasonsWe do appreciate your patience and dedication in getting that information to usThat refund, reference number ***, should be received by you in a few weeks. We are unable to provide any additional monetary compensation on this concernKeep in mind the case refund was, in itself, outside of our warranty, and was a special offer to help you outWe are still happily available to answer any questions you may have on this concern or any other.Thanks,Sarah

Complaint: ***
I am rejecting this response because:The product did not protect the phoneThe box clearly advertises "waterproof"It's notThe company knows the product is not "waterproof" even though they clearly advertise it isThey know this because they will not stand by their product. when I called, I was informed it was "rainproof"--yet the box clearly shows the phone in the case submerged in water and high impact water activities. The box states, very clearly, in multiple places, the product is "waterproof"It doesn't say "water resistant"My son had his phone in his pocket (which was in a lifeproof case) when he jumped into a poolHe got out immediately when he remembered his phoneThe phone had water inside the caseIf the case were truly "waterproof" there wouldn't be water inside. He opened the case and dried off the phoneAlmost immediately, the phone started to "fog" up. Then the phone stopped workingWe drove right to a Best Buy (where we purchased our phone AND our Lifeproof caseWe were told the phone was ruinedWe then immediately called customer service for Lifeproof where we were informed they would not do anything for us, but replace the caseWhy would I ever consider using a product that failed again??? We had to purchase a new iphoneI can never trust a lifeproof product again to protect the productI'm actually surprised the company thought I would trust them againThey customer service was unhelpfulThe product doesn't work I spent over $on a case that advertised "waterproof"--it's not "waterproof". They need to stop advertising "waterproof"The advertisements show high impact-extreme sports near waterJumping in a pool is not high impact or extreme-and the product failed. This is advertisement
Regards,
*** *** ***

Complaint: ***
Hey ***, Thanks for getting back to me, and I would like to thank Revdex.com of Northern Colorado. As I mentioned in the previous message it was about how I have had or of the same phone case over, and over againIs there anything we could do to get me a long last phone case? I heard in the past that a agent could have provided me a different type of caseI rejected the offer because it was valued wrong for me. Would there be anything we could do? I use my phone a lot, and I believe the silicone wears down in a week or so. Thanks again to the Revdex.com of Northern Colorado, and to the Otter Box team for responding swiftly.
Regards,
*** ***

I purchased a case from LifeProof in JanuaryI decided to return the case because I was about to upgrade my phone, so the case wouldn't have fitI called customer service and they assisted me in the return processThe advised me that I wouldn't get my shipping charges returned and that I would have to pay an extra small fee for return shippingI agreedI sent the case back at the end of January and received an email from Lifeproof on February 15th that they had received my returnThe email stated that I would receive my refund in no more than days at the absolute latest
More than days passedI chose to give the company some extra time to give me my refundOn March 19th, after I still did not have a refund, I reached out to customer service and explained about the lack of a refundI was assured it would be taken care of
I still did not have a refund on March 24thI reached out againI explicitly stated that I would give the company until March 29th to give me my

purchased a otter box defender rugged protection case for my new phone package clearly states drop protection this is not true dropped my phone from couch and phone broke I am not the only person with this complaint of advertising

Revdex.com:Reply to Lifeproof:I attached the picture on the previous response I can email this direct if you provide the email address you would like it sent to The new case is for a *** *** **The coral color is listed as an option on your website
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear ***,Thanks for getting in touch with us and sorry for any delays.We did send the exact item(s) promisedTo quote:"We are happy to send you two or three of these GUHAs (***) so you can test your issue further." "Please let us know if you would like us to send you those GUHAs and if you have any further questions."We mentioned the swim adapter as a matter of comparison: the swim adapters that we have had do not accommodate for the volume controlsIt is not available for this device, and would not resolve the issue if it was.Please let us 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 meAttached are the photos of my *** receiptThat is the best I can find as it was ordered on ***Please let me know what the next steps of this third party refund are.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
I would like the 6s case and it can be mailed to:*** *** ** *** ** ***
*** ** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Until you cease from your and misleading advertisement of your product I will NEVER accept any settlement of any kind. This means that you, Otter, will publicly announce the deception, claims and outright lies concerning the claims that you advertise. I could expect this from some foreign company, but for a so call American company to try and pull a stunt like this is incredibly ludicrous.
*** ***

***, Again, I absolutely understand where you are coming from but I would like to clarify a few points you mentioned If a device is damaged, it is not necessarily because of a faulty or defective case Devices can become damaged after a fall for a number of reasons and damage revolves around a vast number of variables.As you stated, the packaging does state that we have a 1-year Limited Warranty This essentially means that the warranty is limited to the LifeProof case itself and does not extend to cover the device The reason we have a limited warranty is due to the vast amount of variables involved if/when a device is damaged Because we don't manufacture the device, we have no quality control over the manufacturing process Many issues can arise during this process which can make the device itself more susceptible to damage during fallsOther variables that we cannot account for include surface of drop, height, point of impact etc There are simply too many variables involved and out of our control to be able to guarantee that no device damage will ever occur Again, I apologize for any misunderstanding but for these reasons, we are not able to provide compensation for the device We would still be more than happy to get you a new or different case/color, should you wish Sincerest Regards, ***LifeProof

Lifeproof is a joke! I purchased this case when I bought my daughters *** in DecemberI went with lifeproof because 1) the *** guy recommended it 2) my daughter is I wanted the *** to last, so bought the best caseOr so I thoughtI followed the instructions included with the case to a TIt passed water test, and we were good to go
A few days ago, daughter knocked over a bottle of water onto the ***/case, and I wiped the top, and thought all was okThe next morning, the *** wouldn't power onI plugged it in, nothingTook the case off, and water came running outWater was even behind the *** screenTook *** to *** yesterday, and *** is toastI am so pissed off! So much for waterproof!!
I called lifeproof today, and all I got was, "we can send you a new case."
Really? For an *** that doesn't work? That was in a waterproof case, and it failed to protect it?
So upset with LifeproofWill never purchase again, and definitely won't recommend to anyone!

We extensively test our cases to ensure that a phone will survive a call, and there are circumstances that could result in the damage of a device inside our caseStretching or tearing in the silicone material, fractures occurring in the plastic from wear and tear or a general weakening of the case due to extreme temperature change can lessen the likelihood that the case will defend against possible device damageThe case is additional protection against damage, but is not invincibleWe stand behind our cases by replacing them when they become damaged, even slightly, to ensure they are going to provide the most protection possible

Their website states that the phone case will protect a phone dropped from feetThey also state that " your new Lifeproof case prevents the number one cause of device damage, drops"My Phone , with a Lifeproof case on it, fell feet to the floor and the screen shatteredTheir advertising is completely and their customer service is not very goodThey claim that there will be no problem with your phone if you purchase their product
Their advertisement that their product would protect my phone even when dropped was the reason I purchased their product When I called customer service they offered to only replace the case The case is not broken , the screen to my phone is shattered They should not claim that their product will protect a phone from drops of up to feet