Otter Products LLC

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

I have ordered the requested replacement for you

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,
*** ***

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

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

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,***

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!

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,
***

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,***

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,***

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

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 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

I have a lifeproof caseAccording to their company it is water proof, dirt proof and drop proofAcorroding the customer service rep Amanda it can be dropped up to roughly 7ft and the phone will be protected
My phone was dropped well under 6ft and my case is in perfect condition, but the back of my brand new phone (*** *) is shattered

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

My phone *** ** *** gb got water damageA phone I use as a visually impaired person for my daily living skillsI called them spoke with two people both told me they don't grantee water proofThe website and advertising is very misleading

Dear ***,Thanks for reaching out to us and sorry for any delays.In general, it is always advisable to read all information that comes with a product before use of that productMost stores do have a return policy that would allow for returning an item that does not offer what may have been expectedThere is no requirement for the this information to be on the outside of the packageAdditionally, all of our warranty information is available on our website.Importantly, though, per your request, we can offer a third party refund on your caseWhile not all customers qualify for it, if we can get all of this information, we should be able to process it: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 Your handwritten name, current date, and signature (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) 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 dateBear in mind, we still are not finding the incident under your name, so we will need to verify complete contact information for you as well.Please let us know if you have any questions.Best,Sarah

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

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