Otter Products LLC

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 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

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,
*** ***

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,
*** *** ***

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 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

Hi ***- Thanks for contacting us, I am sorry for the frustration that the water damage to your device has causedI feel like the initial water leakage is what caused the damage to the device, not the water being trapped inside of the case I see that you spoke with Laura and that
she had offered to make an exception of our warranty and refund the amount paid for the LifeProof case. Our limited warranty states that we are not able to pay for repair or replacement of the devices inside of our case. Click here to read our full warranty https://www.lifeproof.com/en-us/warranty-full.html . While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your caseTo complete your refund, we will need the following documentation: 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 tabletIf 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 reply to this email and don’t change the subject lineFeel free to contact us with any additional questions or with the necessary documentsThank you!

Dear ***,Thanks for getting back to us and sorry for any delays.We do appreciate the passion of your argumentThat said, there is no requirement that the warranty be on the outside of any packagingMany of our cases, actually, do have the link to the limited warranty on our website on the bottom flapIt is the responsibility of each consumer to read up on the product warranty, even if it requires going online to do soWe can assure you we are following all federal guidelines for warranties, and we can also assure you that there is no part of our wording on our packaging that implicitly or explicitly offers coverage for your deviceOur cases tested to be waterproof, but we can't be there to test your case before every use, and we cannot assure there will never be damage to either the phone or the case. We certainly, one more time, do apologize for the frustration this may have caused. Please let us know if we can be of further assistance.Best,Sarah

Complaint: ***
I am rejecting this response because:Thanks for replying. To clarify, I am not (and I don't think anyone else is) upset about the amount of the discount of the codes or the fact that the promotion has come to an end. This is obviously inevitable. However, I am concerned that it seems to not be known why after the promotion had expired or the codes run out that a courtesy notices was not given to consumers in some way, primarily via the quiz site itself, to notify them that it had, in fact, ended. Others companies that have successful promotions do this as you may know. Instead the site was allowed to crash for days and the promotion is still displayed in writing at the end of the quiz. To be fair you need to include at the end of the quiz that the promotion is currently not active. Also, it would be good measure to have announced this on social media etconce you had realized it was no longer feasible to issue new discount codes. Again, to reiterate, this complaint is NOT about the amount of the discount of the codes or the fact that they are no longer available. It is about the dubious measures taken, or lack thereof, used to notify consumers that the promotion has now ended. 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,
*** ***

***, 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, ***

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,
*** ***

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

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

All of our cases come with a limited one year warranty that covers any damage to the caseIf the case should become damaged or stop functioning we are able to offer a replacement case within the first year of purchaseAll of our cases offer an additional layer of protection and we strive to make
the strongest case available for our customers and their devicesWhile we do have the most durable cases they are not a guarantee that a device will never become damagedWe are able to offer a replacement case for the same case or a different deviceWe would also be able to waive our standard shipping and handling fee

Hello *** and ***,
I am sorry to hear that your case leaked, damaged your phone and you had to put in a claim with our Total Water Protection Program (aka TWPP)TWPP is an insurance program to help aid you in getting a phone replaced if it gets water damagedSince it is an insurance
program, the registration information needs to be exactly correctThere is no room for error when filling out the "paperwork" and submitting photosAs you were filling out the TWPP form online, we do give exact examples as to what is neededIf the photos aren't correct, there is no bato tell you they are incorrectAt the end of the form you hit submit, we do send the confirmationThe confirmation is simply there to let you know that the information you provided was submit, which is not to be confused with submit correctlyI am sorry that you were denied your TWPP claim, but since the information wasn't submit correctly we cannot replace your device.
What I have done for you is refund the charge of the claimThis should take about 3-business days to be put back onto your cardYou should also receive an email letting you know that we are crediting that amount back to your card
Sincerest regards,
***

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

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

Dear ***,Thanks for reaching out to us and sorry for any stress this has caused.First, if you could get us your claim number we will better be able to assist you on this issue and be able to more precisely address your issues. Second, while we are looking this information up, we do ask that
you make sure you have followed up on every step needed in the process that may be needed on your endThis will help assure you issue is resolved properly. We definitely want to clarify any confusion as quickly as possible. Please let us know if you have any questions.Best,***

I have ordered the requested replacement for you