Otter Products LLC

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 case itselfIf you purchased the case through a *** Corporate Store and got the Total Water Protection Program, the
case and phone need to be registered with days of the purchase, in order for the insurance on the phone to be active

Complaint: ***
I am rejecting this response because: I refuse to call that hotline, I've called before and went through the whole runaround multiple times and was put on hold for more than 20minutes It's absurd that you guys would offer something of lesser value for a warranty issueYour "product" didn't even last year past its manufactured date which is very dissappointing given all the "testing" that occursI would like a full refund for what I purchased the product at ( I still have the original box)If needed, I'd be more than willing to share the photos of what your product has done to my phone with you guys as well as any other inquiring partiesIn addition to a full refund, a case provided free of charge from you guys to cover my new device once I can afford to get one would be sufficeEven the things stated still adds up way less than actual retail value of a new deviceGiven your track record with your products, I will be hesitant to rely solely on your product for device protection ever again, but it'll have to do.
Regards,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any continued difficulty with this issue.We can definitely help you out with a replacement on the caseJust let us know if you would like to do this and we can get that process rolling.Unfortunately we cannot address any other concern due to the
fact of this having been referred to our legal department.Please let us know if you have any questions.Best,***

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 used a Lifeproof case for less than six monthsIt was advertised as waterproof (and they still advertise it as waterproof)I got caught in the rain and some water was splashed on my phone, which was in the caseI thought everything would be fine, but when I got out of the rain, the phone was destroyedThere was a significant amount of water that got inside the case just from the rainThe case wasn't waterproof at all! And it was still in perfect conditionI contacted Lifeproof, and they told me they wouldn't do anything to pay for the phone that was ruined as a result of their claimsThey are not a trustworthy company

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,
***

Complaint: ***
I am rejecting this response because:Yesterday after receiving over fifty (I stopped counting at fifty) letters stating my claim had been rejected, I begged them to shut off the auto rejection lettersThey continued into the nightThe only communication which was personalized came in the form of a brief note stating they would send a black coverI explained that was not the color I had which I wanted replacedI told them the exact color and they have REFUSED to send it! This is a disreputable company who makes a shoddy product then refuses to honor the warranty, all while treating the customer like garbage! Shame on them!
Regards,
*** ***

Pirchased cases for phonesBoth cases falling apartPaid shipping and handling fee for replacement case after months of indoor useRecieved replacement case in which failed after weeks on my third case now and some problem Followed refund policy, supplied receipt per their authorized dealer and was denied redundFiled negative review on their website which was censored and not postedI've done everything I should as a customerI've contacted customer service several timesRefund my money"."

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,
*** ***

I have bought two Lifeproof cases for two ***We went through all the testing required to make sure the cases were waterproofBoth phones were NEVER submerged in water, even though Lifeproof claims they are waterproofThe first phone stopped workingAccording to *** it was because of salt water erosion over timeThat means water was constantly getting into the "waterproof" case over a long period of time and ultimately broke the phoneThe second *** was also water damagedIn this case, water was splashed on to shorts where the *** was in the pocketAgain, the phone was not soaking wetIt was merely splashed, yet, somehow enough water went into the case and sat there that the phone was once again deemed unusableIt will not even turn onThe first time this happened, we assumed things happenWe did not fight it or ask for anythingThis is now the SECOND phone and has cost us hundreds of dollars on account of replacing two!!! Lifeproof products do not live up to t

All of our cases come with a limited one year warranty that covers damage to the case, if the case becomes damaged or stops functioning we are able to replace the caseWhile our cases are an added layer of protection it is not a guarantee that a device will never become damagedWe do extensive
testing to ensure that the cases we make are the most protective for our customers and their devicesWhile we test against many scenarios we are unable to test against every one of themWe are able to replace the case for your device with the same case or a different style caseIn this circumstance we would be able to waive our standard $shipping and handling fee

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

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,***

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

Dear ***,Thanks for getting in touch with us and sorry for any delays. Thanks for providing thatIt definitely looks like we can get you a refund for $The one last thing is that it needs to be a photo of a hard copy of the receipt with name and date signed to itWe are not able to work with a smart phone screen shot, unfortunately. Once we get that, we will be very happy to process that refund.Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any continued distress.We do appreciate the passion of your argumentThat said, we do not promise anywhere on our packaging or on any other promotional materials that we 100% assure you will never experience damage to your deviceThere is always a chance for error with any product, no matter how well a product is designedWe are not attempting to deceive customersPlease feel free to read over our limited warranty text:http://www.lifeproof.com/en/policies-and-warrantiessee LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe stand by the offer for a refund on the case.Please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because:I believe you have purposely misunderstood my complaintThe complaint is that you make a product which is suppose to provide protection and when it fails to do so, you tell the consumer "oh well." You have nothing in place to protect the customer should your product failReplacing the case does not help with the damage to my deviceI'm confused as to how you sell a product that is suppose to provide protection but have no type of assistance to the costumer should it notThat's the same as purchasing insurance for your home, just to find out it doesn't cover you if you're robbedI was robbed of the opportunity to not purchase your product if I had known you don't have policies for its malfunctionThis should be in writing on the packaging, "Otter Box is not responsible should your device abstain any damage while OUR product is in use." Photos submitted show where there is glass reaped behind the screen protector of the case
Regards,
*** ***

Lifeproof case was purchased and it was not able to be registered because website kept failingWhen calling the service line it has said closed for a meeting for the last hours I have had the case for a month and the door to the battery slot already broke

Hello ***,
After speaking with the team in charge of the Total Water Protection Program, I believe I have the most up-to-date version of the situation It looks like they were able to get you set up with a TWPP registration code, and you had registered the product and
submitted a repair request for the device According to the team in charge of these claims, the package that they received from you did not include a phone, so they were not able to proceed with your repair request This team has informed me that they are taking a look at your phone calls to see what all we had gone over with you up to this point, and they have also told me that they are still in contact with you regarding the situation as well So, at this point in time, we are still reviewing the situation and are trying to help in any way possible Since our TWPP team is still in contact with you, it would be *** to continue working with them to try and come to a resolution I apologize for the inconvenience, but if you have any other questions, please let me know
*** Regards,
***

Dear ***,I am very sorry to hear that your case did not perform as expectedWhile 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 tablet• 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 or the original email sent from the Manager you spoke with earlier today with any additional questions or concerns, or with the necessary documentsThank you!Stephanie