Otter Products LLC

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 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!!!!!!!!!!!!!!!!!!!!

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

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,
*** ***

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

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

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,
*** ***

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

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 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

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

Complaint: ***
I reject the response made to me by Otter Products LLC and the subsequent offer made by the business for the following reasons: In response to the statement in your response shown below - “Perhaps even more importantly, and this is critical, the Armor case for the *** * is not recommended to be used with the *** **For this reason, we especially cannot assure that the case would offer the anticipated protection.” The *** * and *** ** are identical in dimension and weight - mm x *mm x mmgrams in weightThe only difference in the phones is within the operating systems.The above reason for the case not providing the anticipated protection is negligible in regards to the performance of the case and my claim for compensation.When searching for this case on your own website it is listed on the warranty page for the *** */*Therefor your own site is suggesting this case is suitable for the *** **. On my recent research I have since discovered that you no longer manufacture this case and that you discontinued it’s production some time agoI could find no reason for this discontinuation, but question whether the case should still be sold and advertised as a waterproof phone case. You say you stand by your product but cannot guarantee the condition that it may be sold inI cannot see how you can stand by your product or the claims made for it to protect the device inside it if there are so many variables on its performance. “we have not control over the journey the case and the phone might take once it leaves our doors.” If you cannot guarantee the performance of a product then such ambitious claims should not be madeIf a product is tested in a controlled environment and succeeds in all that it is required to do, then the product should also do these things in a real world environment, shipping and storage conditions should not determine if a product works or not. In response to the statement in your response shown below - “It is extremely important to test the case on a regular basis, and to inspect the case each time one enters the water.” The case was tested, as per the instructions, and the first time it entered the water with the device inside, it filled with waterIt is quite difficult to rectify the damage caused, such as water leakage into a waterproof phone cover and consequently into an iPhone, once it has already happened“Inspecting” it is not going to prevent it from happening. While we researched prior to our purchase the best waterproof case for an *** ** we did not research any possible failures of this product until after the product failedThere are a lot of independent reviews of the Otter Box Armor on the internet showing the product fails on most of its claims, including it’s impact protection and more importantly it’s ability to protect your phone from waterHad I known this information beforehand we would not have purchased the case. I am aware of your limited warranty and believe it is a convenient way of avoiding any responsibility when your product fails.I do not accept your “really big exception” of offering me a new case of my choice, I would never risk the safety of any of my devices in one of your products again. Therefor I am continuing with my request for compensation for - The cost of the Otter Box Armor phone case refunded - $(*** Dollars) The full cost of a new *** ** *** - $(*** Dollars) + any additional costs involvedThe cost incurred by us to retrieve the data from the destroyed *** ** - I am unsure of the cost of this at present, but more than willing to obtain a quote from ***I estimate the amount to be approximately $(*** Dollars) in total. Your prompt action would be appreciated
Regards,
*** ***

***, I deeply apologies for the frustration you must be feeling in this situation Unfortunately, all Total Water Protection Plan issues must go directly through *** and we are unable to provide compensation for any device claims Again, my deepest apologies for the circumstance
but I would absolutely recommend giving them a call again at: *** Sincerest Regards, ***LifeProof

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
I have two holsters and both of them are broken
Regards,
*** ***

I purchased a Lifeproof Case that claims to be waterproof for the phone ** within metres for hourI tested this product and it worked fineI had the cell phone within the allowable distance in the case in the water within a week of purchase and this feature worked fine the first timeThe second time the phone retained water damage and my new phone ** *** ** no longer worksThe company says that they only offer protection for people who purchased the case from ***, so because I purchased this product from a different retailer in *** (***) they will not reimburse or replace the cell phone

Bought otterbox with understanding it would protect my phoneDroped it once and it shattered Called otter box and was told thats just to badWasnt willing to back there lies they have on package

I currently have an OtterBox case for my *Phone * *** it's one of the Defender cases I have had OtterBox cases on all my phones in the past the reason I've gotten the OtterBox cases it's because they had promised to guarantee that your phone would be protected and covered in being in the case it caused my phone to bend as a result I had to purchase a new *Phone I contacted OtterBox on three different occasions the person I spoke to each time wouldn't even hear out my complaint and then backtracked on their guarantee to protect the phone and that they would reimburse your money and at one point I was hung up on I spoke with *** regarding the matter *** said the life proof as well as OtterBox does issue refunds if you provide the correct documentation showing that they had to replace the The phone as a result of the OtterBox which I had that information to provideI wasn't asking for the full value of a new *Phone I was requesting $but no one seems to want to talk or comm

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

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

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,
***