Otter Products LLC

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

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

***, 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

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.
*** ***

Fantastic cases, backed by a great warrantyI recently had to get a replacement, and the process was quick and simple by the phoneExcellent customer serviceThanks!

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

My case fell apart and I emailed them to get a new caseI was emailed I would get a case in 3-weeks due to it being on back orderI then received another email saying I would not be receiving another caseI then had numerous emails go unanswered, so I posted on their ***, which they then blocked me from posting onI was made to feel like a liar, and I'm not sure why they didn't honor their committet of replacing my case, when someone from their company told me that they would
I even sent them a copy of the email showing one of their reps telling me I would get a new case soon

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

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,
***

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

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,
*** ***

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,
*** ***

I dropped my *Phone from 5' while I was standing up from my couchThe phone fell onto my hardwood floor, the life's roof case (2nd generation, the first one I bought was NOT waterproof) flew apart and my phone is brokenIn the warranty which I have and can quote, life proof garuntees their cases against manufacturer defectsAlso the warranty covers a 10' drop onto CONCRETE This is the second case I've gotten in a year, that's intrinsically worthlessThis is the SECOND phone I have to repurchase due to life proofs advertising and poor craftsmanshipThey refuse to replace my phone, so I stated I will be sueing for past damages and advertisingOverall cost of both phones having to be replaced due to poor manufactures practices and poor products is well over 1,200$All I wanted was a replaced phone, and caseHowever they refuse to accept responsibility for their poor product and will not payIn addition, there is an eyewitness to this account who is willing to testif

The Lifeproof Nuud case for the *** * *** advertises it is water, dirt, snow, and drop proofI tested the case with the materials provided and had no leaksOnce I inserted my phone in the case and after a few drops, I found the case had lost it's integrity and the case started allowing water to seep insideNow, I have an *** ($800) malfunctioning and *** refusing to help me due to the damageAfter reaching out to the company, I am informed that although Lifeproof guarantees these 'proofs', if it is falty they will replace the case and not the actual phone it swore to protectThey should advertise the actual phone is not protected against faulties of the productAlso, everyone should see their warranty exclusion BEFORE purchasing the device, I'm sure it'd change the minds of a lot of their consumersAs stated on their website: PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE THE OTTER PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, CELLULAR PHONES, OR OTHER HANDH

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

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,
*** ***

Ordered Symmetry Case for *Phone * on 10/13/(order ***)Received case and decided I would rather have a different caseReturned the case on 10/31/(incident ***)Then ordered Pursuit Case for *Phone * on 10/31/(order ***)After receiving Pursuit case I put it on my *Phone and within a week the seal around the screen perimeter was coming unglued and sticking out onto the screenContacted Otterbox via email regarding issue (incident ***)They sent me a replacement case - which developed the same exact problem within a days of putting it on the phoneContacted Otterbox via telephone on 11/because I had still not received a refund on my initial case order of the Symmetry case and because I was unhappy with the current Pursuit case which was clearly a product design issue causing the seal to come ungluedI spoke with Conner and he told me that regarding the first return, that they had just received the product return the day I called (it took a

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!

I went to *** *** signed up for another year contract and bought new cells phones and "Otter Box Alpha Glass screen protectors"Both screen protectors cracked within days of having them I called customer service and were sent more screen protectorsI put mine on my phone which has since cracked again and has also managed to crack my screen under neath it within a week or so of getting themMy wife still has her replacement sitting in the box after seeing my crack for the 2nd time Obviously there are issues with themWe paid $ each for something that doesnt work Now it has somehow caused the actual phone screen to crack I bought these to help prevent that and it hasntSomething needs to be done

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