Otter Products LLC

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

Absolutely the worst service ever I'm posting on my blog about this crap They have failed to send me my product not once but times and have the nerve to blame me and my bank for the issueNever send a email canceling the order and it wasnt until I called and waited on hold for minutes that I received the email from a week ago They dont know what customer service truly is and offered nothing for my trouble I would rather buy another phone then to every buy from otterbox box again They screwed up out of orders And no one can explain anything Worse expereince, I will never buy againWORST EXPERIENCE!!!!!

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

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

I purchased a Life Proof cell phone case at $and the case failed to work after approximately months It failed to charge and the buttons on the case malfunctioned I contacted Otter Box.com to report it and obtain a replacement, however they advised me the case was discontinued They sent me a replacement that is worth $ This is not a comparable product for the price I paid for my original phone case

I bought this case on the basis that it would protect my phone from minor impactRecently I used the otterbox commuterxase, which I purchased under a year ago and is still essentially brand new, and the phone fell approximately 1.5-ftObviously the case should have protected thisBut it didn't The damage to my phone (broken screen and circuit board damage) was about $I contacted otterbox simply asking for a refund on the case of $This was only half of what I paid for the repair and it is owed to me for the simple reason that their product was completely defective

My otterbox failed within the first year When I called Otterbox they sent me a replacement part (not the entire case) Otterbox also charged me $for shipping Upon receiving the package I weighed it and found it weighed ounces Retail first class shipping from Fort Collins CO to my Minneapolis address is less than $ Otterbox is profiting on defective merchandise I also have the original packaging and literature Nowhere on the package or inside is a statement of warranty Under State and Federal law a warranty and any limitations must be clearly and conspicuously stated on the package or point of sale
Otterbox is violating laws as they apply to warranties and profiting on them also

My daughter iPad mini was in the otter box and dropped it and broke the screen of the iPad and it's guaranteed to not break

Their site stated first attempt of order *** was unsuccessful, that it was missing infoso I repeated (after waiting to make sure no confirmation email received) and was given an order number *** (the same as above as it was my only order)....then I learned that they charged my *** times....over $instead of $32and change
If the second two charges process and the money leaves my bank for any length of time, I will consider it theft and will escalate legally accordingly
I tried to contact themTheir site linked me in loops over and over and then their customer "service" line hung up on me

Hi ***,
I apologize that you had such a difficult time with the warrantyI double checked the incident that you had started and was not able to locate any photosWe do ask that the photos are uploaded through our website because if they are emailed directly to us they will end up in an
un-monitored inboxI am going to make a time exception and take care of this for youHowever going forward if you need additional replacement parts we will not be able to ship anything until we have received all of the requested informationPlease let us know if you have any additional questions.
***

Complaint: ***
I am rejecting this response because:
Restating your warranty, that violates Michigan laws, is not an attempt at resolutionIt is stonewallingYou have failed to address any of the points made in my response which leads me to believe you did not even read itInstead you posted a cookie cutter response that is the same as all the other responses you've given to the 500+ complaints filed against youIn the rest of the fine print of your limited product warranty it states that there is an exception to the warranty when it contradicts any lawsMaybe you need to re-read that as wellPlease do what you are required to by law and should do if you really stand behind your products claimsI just want my phone fixed or replacedYour product caused the damage, you are liable for them
Regards,
*** ***

***, Thanks for reaching out to us about your warranty claimI am so sorry the process was a bit of a hassle with our picture request The picture is meant to provide us with proof of ownership and is necessary for all warranty replacements I was able to pull up your claim and
noticed that an order was placed for your *** *** * Holster, so we do have a product on the way to you I do hope that replacement order satisfies this claim but please do let us know if we can be of any assistance!Best Regards, ***

Dear ***,Thanks for reaching out to usWe are terribly sorry for the distress this has caused.I looked into your situationIf you can provide some documentation for us, I am happy to help you out with a third party refund on the caseWhat we need to process that is as follows: a standard
warranty photo (we need a little more information than in the photo at hand), a photo of the damaged device (or invoice that it needed to be repaired or replaced) and an itemized receipt showing the exact purchase amount of the caseOnce we get these items we will be happy to process that third party refund on the case. I have taken the liberty to send that request from the incident you set up with us regarding this issue. Please let us know if you have any questions. Best,***

The additional information did help in finding the correct registration formWe do require very specific information in order to find a registration now that the registration information is found we want to help you receive a phone that will work for your sonWhile we are able to help as much as possible in receiving a device that will be acceptable we will be unable to refund the $service fee required to process the claim

Dear ***,Thanks for reaching out to us and sorry for any continued distress you may be experiencing.We do understand that you would like us to replace your device and that you are unhappy we cannotPlease know we are wanting to let you know this as kindly as possible and certainly do not intend any disrespectWe do test our cases but we cannot be there for every situationIt is impossible to trace the exact series of events that may have led to a device suffering damageA good analogy would be a refrigerator: it can be extensively tested to stay cold under most any circumstance, but there may still be an odd situation where the refrigerator may fail to do its job, be it by a strange chain of events or even by user errorThe refrigerator company is generally able to stand by the product, but is not able to replace the food that may spoilThis is partly due to terms of the warranty and partly due to the burden of proof: it is nearly impossible to trace exactly what happened and whyThe fact of the food spoiling for one customer does not mean that the company's refrigerators do not work or that the company cannot advertise their products keep food coldIt is similar with our cases and our limited warranty. We have definitely processed that RMA for you, and that was an unusual exception in and of itself, as it was from a purchase from eight months agoWe generally never process refunds outside of days. You are absolutely free to write a letter to our corporate headquarters, but we are unable to escalate this communication to an executive levelOur address is LifeProof, S Meldrum, Fort Collins, CO, 80521.Please let us know if we can be of further assistance.Best,Sarah

***,
We appreciate you reaching out about this issue regarding your *** *s. I truly am sorry to hear that it was damaged and for the length of time involved with getting a replacement device sent out. It sounds like you were enrolled and have a claim with what we refer to as our
‘TWPP’ program (Total Water Protection Program). I have tried to find a claim for you based on the contact information available but have been unsuccessful in doing so. If you could provide a few key pieces of information, I would be more than happy to look into this further and make sure we have a replacement device on the way. To find additional information and determine the status of your claim I will need the first and last name the claim was placed under, the email address, shipping address and telephone number associated with the claim.
I would like to assure you that, if your claim is deemed eligible, our TWPP program does cover water damage to the device as well as a replacement LifeProof case. The service fee is, however, standard and cannot be waived for these claims. Again, please just provide me with the requested information and I will be sure to look into this for you and make sure a resolution is reached.
Best Regards,
***

Complaint: ***
I am rejecting this response because:I along with other consumers pay an ample amount of money for a device called "life proof" We have been led to believe that we are protected when really it is just an expensive item that is worthless because it does not protect like the ads promise
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the business advestises protection of the device not the casePlease view online advertising to support my claimI would not have made the purchase if Otter box did not express its protection of electronic devices.
The advetisment says it protects against drops I know nothing is 100% but two different devices are ruinedI read online about so many people who were also deceived by the advertisement of the productThis is unfairWhen you use a seat belt you want it to secure the person not the seat beltWhen you buy a phone case you are looking to protect the phone not to ensure the case.
Regards,
*** *** ***

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devicesThis is clearly stated in our limited warranty, which you will find in an insert in the case, and also on our website:https://www.lifeproof.com/en-us/warranty-full.htmlThe
case also does not act as an insurance policy on the deviceWhile we do test our cases, we have no control over what may have happened with the phone and the case every step of the way, if the water test was properly administered or of there was user error. We do see we sent you a replacement casePlease let us know if you have any difficulty receiving that.Please also let us know if you have any questions.Best,Sarah

Recently I had purchased a otterbox defender Case from my local *** because I had heard about the brand and its quality protection it offers.The case seemed quite bulky but I believed it was needed to provide better protectionHowever one week later I dropped my phone while working in a computer lab the Phone itself shattered, the case just fineMy Question is why market a product at such a high price and why make it so bulky if it can't even do its job Right