Otter Products LLC

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,***

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

I bought a lifeproof for my *phone before I went on deployment last yearDuring my deployment it fell into the oceanI was able to locate the *Phone and while I was checking it out and making sure it was okay I discovered that there was water damageI checked to make sure my purchase date was within time and it wasI also had *** so I was able to get a replacement with that programI called your customer service number and because I was not able to set the warranty up online they refused to do anything even though I had the receipt from *** showing the purchaseI was overseas with no internet so I could not have signed up for the warranty

Dear ***,Thanks for getting back to usWe do apologize for any continued distress this has caused.Our site does explain that weekends and holidays are excluded, and to expect at least hours processingWe are sorry if you did not see this. Please let us know if you have any further questions.Best,***

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

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.
***

They claim to have warranty and replacement but also say I have many claims, that is because I have cell phones and tablets which I use their products with, they have horrible customer service skills and deny my warranty even with proof of purchase!

I am sorry for the frustrating experience that you have had with your case, our warranty and the Total Water Protection ProgramAll of our cases have a limited one year warranty that covers any damage to the case itselfWe are generally able to extend this warranty past a year as long as we still
have the product availableEach of our cases are water tested and we ask that a customer completes a water test upon receiving the case and at regular intervals throughout the life of the caseIf the case should become damaged or stop functioning we are happy to help you receive a replacement caseUnfortunately this warranty does not extend to the device. In addition to the one year warranty that all of our cases have we do offer a Total Water Protection Program exclusively through VerizonThis program must be registered for within days of purchase of the case and asks for very specific information upon registrationWe are able to replace a phone however we do need to replace the original phone that was registered with the caseI am happy to look into this further for you however I will need the serial number of the phone and the registration number for the Total Water Protection Program

on 04/29/i walked into local *** store and upgraded my cell phone to the *** ** *** *** ***, SALE PRICE:$with TAXES $at the same time I bought *** *** *** *** * *** with Adapter $
Invisible Shield Glass Curve Elite Screen Protector for *** **+ $
Defender Series Case for *** **+ $
IA Local Sales Tax $ totaling $1,
CAUSED BY DEFECTIVE defender CASE ( PHONE POPPING OUT OF CASE HOLDER ).• Consequential or incidental damages are losses caused by a defective productOne example would be the cost of food that was ruined because of a defective refrigerator on 04/29/i walked into local *** store and upgraded my cell phone to the *** ** *** *** ***, SALE PRICE:$with TAXES $at the same time I bought *** *** *** *** ** ***
with Ad

Dear ***,Thanks for reaching out to usWe really do apologize for any errors that were made in processing your claim.As you may already know, we did go ahead and refund that $Depending on your bank, it may take 7-business days to show up in your accountPlease do reach out to our TWPP
department if this charge resulted in overdraft fees as those should be able to be refunded as well The TWPP number is 877-394-6001.Hope this helps, and, once again, we apologize for any difficulty with this claim.Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for contacting usWe apologize for the distress this has certainly caused.We are not seeing a recent incident with your name on it, but we are happy to go over the details of what we may be able to do for you.Per our limited warranty, as you are already aware, we are not able to
assist with the device itselfThat said, you may qualify for a third party refund on the caseWhat we would need to process that is as follows: a standard warranty photo of the case, a photo of the damaged device (or a photo of the invoice from your carrier showing the phone had to be repaired or replaced), and a photo of the original itemized purchase receipt that shows the case was purchased within a year agoAll photos need to have date and signature on a sheet of paper in the photo, along with a little more information. Please let us know if this might work for youIf you cannot provide the second two parts, we are still happy to warranty the case itself.I have gone ahead and set up a fresh incident for youWe last had contact from you about a year ago so we would also need to know if all contact information is up-to-dateIf you last contacted us under another name, please let us know so we can find that incident. Please let us know if you have any questions.Best,***

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,
*** *** ***

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

***,
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,
***

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devicesThis is clearly stated on our website and on an insert that comes with each LifeProof package:https://www.lifeproof.com/en-us/warranty-full.htmlWe are closely following
U.Sfederal guidelines for warrantiesWarranties essentially only ever cover the product that a manufacturer has produced, not anything that product may be protecting.It is critical for customers to inspect their product before use, not just once, but every timeIf there was a defect to the case it is imperative a customer contact us to get that case warrantied as soon as possible, and for that product not to be used until the replacement has been received and water tested. We do appreciate the passion of your argument about the resolution you would like to seeThat said, we absolutely are not back-pedaling on any promise that was implicitly or explicitly made with any of our packaging or promotional materials.It looks like you were unable to produce your purchase receipt for a case refundIt sometimes works to go back to the store with the original credit card to get thatIf the receipt cannot be produced, we are still happy to help out and get you any case you like, aside from a battery caseWe just need a picture of the case and documentation of the damaged device from your carrier.Please let us know if you have any questions.Best,Sarah

I have had Life proof Fre cases for my Samsung Galaxy Sand SphonesThe charger port door on both cases for the Sand Sfailed and brokeUsually within a to month periodWith the S4, Life Proof used to honor a free case for replacementThey had changed over to a or dollar "shipping" fee for any replacementFirst, there case fails due to it's poor designIt's the constant open and close to plug in the charger that breaks the door to the charger portAs a police officer for a conservation agency, I constantly work in the rain, snow, and mudI thought the case would be a good option for my work conditionsI was wrongSecond, I feel if they really stood behind there cases and this wasn't a large issue for the company, they would replace any failed cases for freeWhen they changed to a charge for any replacement cases, it shows me that the issue is widely felt by consumers and the company

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***
I will be glad to ship the broken clip back to them if they want

Lifeproof would be more that able to process a warranty for your damaged case and we would suggest you contact our customer service at *** to ensure successful submissionOur customer service would also be able to answer any additional question you may have

I purchased a lifeproof case for my cellphone February 19,I noticed a month later no one could hear me when I called themI finally submitted a claim and ordered a replacement case but had to pay $shippingNow again within a few months the second case doesn't allow anyone to hear me

Hello ***,Again, our apologies this has been such a distressing ordeal for youAgain, we can assure you that the Authorization charge has been fully reversed on January 07, at 12:07:PMWould you please contact your bank who will be able to confirm thisDue to the holidays, there may be a delay on their end to put those funds back into your checking account.You used a *** card ending in *** and not ***We do have documentation on our end of thisPlease let us know if we can be of further assistance.Thank you for choosing OtterBox!Stephanie