Otter Products LLC

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

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 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 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,
*** ***

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

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,
*** ***

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 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

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 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: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,
*** ***

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

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

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 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

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"."

Dear ***,We appreciate your passion on the issue and we are sorry for any further delays. There are many reasons a device may suffer damage, including, but not limited to: a water test that was not done or was done incorrectly, a case that was not entirely closed, or a slight rip in a case that was not noticed, just before the case and device entered water or some other possible defect or damage to that exact case that was unprecedented and unnoticed. The LifeProof case is tested for dozens upon dozens of situations but we cannot test for every combination of factors or for every string of events that may lead to a device suffering damageOur cases require a certain amount of diligence to assure the product is in proper working order. As stated before, we are not able to replace your device. We still are happy to get you that third party refund.Thanks,Sarah

Complaint: ***
I am rejecting this response because: the information on your website is misleadingAnd your employee was extremely rudeI should be compensated in some way.
Regards,
*** ***

I am sorry for the frustrating experience that you have had with your case and our warrantyWhile we are able to offer a warranty for the case we are unable to extend this to the device itselfIf the case becomes damaged within the one year warranty time frame we are able to replace itAs long as
we still have product available we are generally able to extend this warranty past the one yearAt this time our warranty is for replacement of the case not a refund. All of our cases are water tested before they leave the factory and we ask that a customer complete the water test before using the caseShould the case stop functioning or become damaged we will replace the caseTo view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html

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,
***