Otter Products LLC

I have contacted Otterbox on Monday the 3-5-and made a warranty claim I sent pictures with this but now this so called LAURA woman in warranty claim compliance department says I have to send the case back and all kind of stuffNo that's not how its gonna work I have sent pictures of this case and I want the damn thing replacedI want to speak to a HIGHER MAN AND I WANT THIS DRESSED IMMEDIATELYI have never in my life delt with someone to hateful and rude like ADRIAN ISif I was her boss I would have FIRED HER right on the spotI was this case replaced and no I'm not sending this back because its just a headacheI need someone in the higher up office to contact me about this!!!!!!!!!!!!!!!!!!!!

Complaint: ***
I am rejecting this response because: As I said in the original complaint, I was able to get the representative on the phone to explain how to refund the case The issue here is that the case is clearly sold as waterproof, and it clearly was not, and now I have a damaged phone You have manufactured a poor product, and you are taking advantage of people by selling it to people (taking money) for something that does not do what it is advertised to do Ultimately, your practice in unethical, and it is shame that you would conduct yourselves in that way
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This link has been offered the link before but it does nothing to helpIt was not easily accesible while I was shopping for phone cases and discovered the Otter box casesThe marketing and advertising behind these products is manipulative and deceitful because the product I purchased did not perform as advertisedMy phone screen cracked from a simple fallIt is apparent from the treatment from customer service thus far and from the other complaints filed against Otter Box Products that many people are disappointed in this productIf a decent product is not made, it should not be advertised with claims of various forms of protection, etcas Otter Box has done...I don't often return things, especially for faulty problems as I like to purchase quality productsHowever, the fact that no one will even consider paying for the new phone screen shows that Otter Box knows that they make faulty productsIf there were quality, Otter Box would stand behind their product and offer to aid in repairs knowing they would be minimal if the product was truly greatMany other companies stand behind their products, it is a shame that Otter Box can not do that.
Regards,
*** ***

I am sorry for the frustrating experience that you have had with your case and our warrantyAll of our cases come with a limited one year warranty that covers any damage to the caseWe are able to extend this warranty past the one year as long as we still have the product availableWhen the case
is received and at regular intervals through out the the life of the case we do ask that a water test be performed to ensure that the integrity of the case is maintainedIf the case should become damaged or if it no longer functions properly we are able to help with the warranty processWhile our case adds an extra layer of protection it is not a guarantee that a device will never become damagedTo view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.htmlWe are able to replace the case with the same case or a different case at any time

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 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

Your product claims to protect phones from falls It did not protect our phone from a ft fall and the back of the phone cracked I tried contacting your customer support, they refused to pay for the repair of the phone ($+ tax in MN), a phone that was damaged because your product did not live up to the guarantees that you made in your advertising of the cell phone case I tried to email them again times to work this through, there was no response, they are completely avoiding and ignoring my emails
You make the claim that you protect against water damage, and dirt, you claim that you protect against falls up to meters....none of this is true and no one would buy your product if they knew that you don't actually protect cell phones This is serious advertising and misleading the consumers I am sure the attorney general would love to hear about that

bought a 900$ *** **I bought the most expensive case with the most believable documentation on the boxI noticed the screen and camera were not protected but all the advertisements on the package made me fell secure with my purchace any waywith in one week the forward facing camera brokeI don't know exactly how it broke but with no protection from the case I'm sure it could have been any little thing in my pocket or when I put my phone into my locker

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

Bought one of their products new and it broke right out of the packageI was told by the purchasing company that I need to directly talk to otterbox in regards to their warranty programI called otterbox and emailed otterbox several times and got put on hold on average of minutes and never got to speak to an operator and also never got any emails backI put a bad review on their website page and my review was submitted but never posted to the website

I have filed for a warranty replacement and was told t would be processed in hoursThe time frame has come and goneIn the process of attempting to reach a resolution I have called in multiple times in an attempt to follow up on this and get an estimate as to when the replacement part would be processed and shippedInitially I spoke with a supervisor who said it would ship by yesterday or at least generate a tracking number by yesterday (9-11-17) and that has not occurred yet and now in the meantime I have attempted to follow up on that email and once I started questioning the fact that the supervisor (Amy) actually had accurate infrotmation I have been hung up on twice now, refused to be put in contact with a supervisor twice now and have yet to speak to a supervisorI've requested to speak to a member of the executive relations team and that was denied to meI am simply asking for accurate information and to have the product warrantied

I paid for overnight shipping on my orderOnce the package reached the sort facility near my hometown, it was inadvertently misrouted several states awayThis delayed arrival of the package, meanimg that it would not be delivered overnightI contacted Otter Producrs in order to get a refund of the overnight fee, but they claimed that their processing policy states that items may take hours to shipHowever, this is not a processing issueThe incident happened while it was in the shipper's custodyThey refuse to acknowledge thisI paid for a service, but it was not rendered by an agent of Otter ProductsA representative of *** admitted via email that a mistake was made

I respectfully file a complaint against “LifeProof” for advertising and failing to abide by their “drop proof” guarantee to protect a cell phone dropped up to feet
12/13/I knocked my *** *** **, protected by a LifeProof case, off my 3-foot kitchen counterThe LCD screen brokeI can still hear my alarm go off at 6:every morningI can’t snooze or dismiss itIt just goes off every minutes until 7:I can hear when a phone call, text, or email comes inI can’t see itI can’t read itI can’t answer or replyI can’t get medication reminders or access my calendar for numerous appointments for myself and my 30-year-old autistic daughter
The sad part is, after I dropped it, my neighbor asked if I broke my phoneI said, surely notI have a LifeProof case! And I preached to her for minutes on how great they wereShe left, and I discovered my phone did break
I could not go anywhere 12/14/due to my daughter’s neck injection at the Center for

I bought their clear *phone case, which said on the box no UV yellowingHowever within a month the case was completely yellowI called and they said they offer lifetime guarantee and they will replace itThe same thing happened again with the replacement case and I called again and they sent me another oneThis time when I called they said they wont replace it without me paying a $shipping feeThis will be the third time ive had to replace the case and I should have called a month ago because it was already yellow at that timeI shouldnt have to pay $to replace a faulty product on their end because I have had to replace it almost every two months so it will be the same cost to me as just buying a new case when you factor in their replacement shipping feesThey know this product doesnt protect against UV yellowing but they still advertise it on the boxI dont like any of their other cases or I would have just exchanged it for a different case of theirs

I purchased a lifeproof case for my Ipad air on the same day I purchased the device, I was told by the sales person several times that this case was guaranteed against any damages to my device, I paid over $for this product, I completed all of the recommended tests for the product before placing my device insideOn 3/17/my ipad was on my front seat in the case as I drove to work, once I arrived I picked it up and the entire screen of my ipad had shattered inside of this caseI was highly upset but remained calm knowing what I had been told about the guarantee of the productI immediately called lifeproof and received the rudest customer service, after staying on hold for more than minutes I was told they would ship me a new case, the case was not my problem, my shattered device that I use for work everyday is my problem, the man I was speaking to said nothing is guaranteedThis company should not be charging these kinds of prices for these cases if they cannot guarantee

Hello ***,
I am sorry to hear that your phone was water damaged while inside the case Under our Limited Warranty, we are more than happy to replace the case for you free of charge, however, this warranty does not extend to the device itself The warranty only covers products
that LifeProof manufactures, and since your phone was not manufactured by LifeProof, we are unable to cover damage to it It is stated in our warranty that we are unable to cover devices under any circumstance, and the warranty can be found at the following link:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
As stated earlier, we would be happy to send you a new case free of charge for your new device, we would just need to know what kind of phone you would need a case for, and which color you would prefer
Best Regards,
***

Dear ***,Thanks for getting back to us and sorry for any continued distress.As stated, we are having trouble finding your initial contact with us, and we are unsure what you may have already been offered. We cannot offer assistance on the device itselfThe case is not an insurance policy on the device, and the warranty does not extend to the deviceWe apologize if you feel we are falsely advertising our product. Please understand we are following all federal guidelines on warranties, as warranties are nearly always only for the product the manufacturer has madeWe are not backpedaling on any promises that were made, either explicitly or implicitly.One thing we may be able to do, but we don't have enough information to see if we can yet, is a third party refund on the case itselfThis is something that is offered outside of our warranty, but we can offer under circumstances such as this.Here is what we needPlease bear in mind that not everyone qualifies for this offer.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 dateWith these documents in order, we can get you a refund on the case. Please let us know if you have any questions or concerns.Best,***

All of our cases come with a limited one year warranty that covers any damage to the case but does not cover the deviceIf the case becomes damaged or stops functioning we are able to offer a replacement caseAll of our cases are water tested before they leave our factory and we ask that our
customer complete the water test upon receiving and at regular intervals throughout the life of the caseWe do extensive testing to ensure that our cases are as durable as possible for our customers and their devices however they are not a guarantee that a device will never become damagedWe are able to offer a replacement of your choice for your current device or a different device

Complaint: ***
I am rejecting this response because:
I read your response, and even though I understand that you are going by your company policy, I still don't agree with it. In my case, no one at the *** store explained about your company policy, or about the need to self test the case. If not, they would have not put the phone in the case and get it ready to be used
We can be here back and forth for the rest of our lives trying to resolve this issue, and unfortunately I don't think it will get resolved just between the two of us. I spoke to my son last night and he told me just to have you send me another case, and we will make sure to test it before using it. If you want to see copy of the recipt, or the case, I have it here with me. Send me an e-mail address where I can upload the pictures of the receipt and case and send them to you
But I hope you understand how I feel about this company, and that I am not going to recommend or give good reviews about the Lifeproof case. I am also going to look into filing a class action suit. I am sure there are many other people out there that has been on our same situation. Please do not consider this a threat, because it is not intended to be that. I just think that as a cosumer, we should be protected against companies like this one
Thank you for your assistance, and I await to hear from you to do whatever it is that I need to do to get my son's new phone protected
Respectfully,
*** ***

Hello ***,
I apologize for the inconvenience with the situation regarding your warranty replacement Our case authentication team has taken a close look at the photos and information you have provided for us in your claim, and after review, has determined that your case is not an
authentic OtterBox Once the case authentication team has determined that a case is not authentic, we are unable to provide a replacement since we did not manufacture the product
I would be happy to have them take one more look at your case just to give them a final review, but I would need a specific picture from you In this picture, I would need to see the stampings on the inside of the green plastic shell of your case, not the belt clip or the outer silicone piece that you have already provided photos for If you would be able to send me a photo of the stampings inside the green plastic shell, I can get those forwarded over one last time for another review If they still determine that this case is not authentic, we unfortunately will be unable to provide a warranty replacement
I am seeing that this case was purchased from ***, but through an individual seller on their website, not directly through *** *** is an authorized resller of our cases, but the case must come straight from *** themselves, not from an individual seller that is on their website
I apologize again for the inconvenience, but I can get the photo forwarded over as soon as you can get it to me, and if you have any other questions, please let me know
Best Regards,
***