Otter Products LLC

Dear ***,Thanks for getting back to us and sorry for any delays.We are unsure which Galaxy *** * case you have, so please let us know which one might work for you and we are happy to send it to you:https://www.otterbox.com/en-us/search?q=galaxy+***Please also let us know if you have any questions.Best,Sarah

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

According to the tracking information provided by FedEx SmartPost, this package had been successfully delivered on 2/15/at customer's addressOur policy when the tracking information states that the package was successfully delivered is to resend the product at no additional cost to the
customerPlease reference FedEx tracking number: *** for this delivery report for OtterBox Order #***, generated by original order confirmation #***

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

Dear ***,Thanks for reaching out to usWe do apologize for any distress you may have experienced. The reason we have not yet processed your claim is that we have not received photosYou do not need to print out the templates, but we do need a photo of your case that shows all parts of
the case, laid out on a sheet of paper, with your name signed, your name printed, today's date and the serial numbers from the front and back of the case all written out on that sheet of paper. Once we get those photos from you we will be happy to process your warrantyI am re-sending a link to get us those photos, but if it is any easier, you can send them as attachments to a reply emailThe last option is to mail the case to usThe address to do that is:LifeProof Customer Service, Incident S Meldrum St.Fort Collins, CO 80521If you choose to send it to us, we advise using a shipping method that has a tracking number, on the chance the package gets lost in transit.Please let us know if you have any questions.Best,***

Complaint: ***
I am rejecting this response because: I will accept the offer of a new case because *** has aggreed to repair my phone free of chargePlease send my a note defender case with a white shell and black slip cover.
Regards,
*** ***

The Lifeproof Case may be great but customer service is awfulI tried to register my case online twiceEach time pulldown menus frozeI emailed twice and never heard backCustomer Service just told me since I was days past the days the company gives to register the case for warranty, I could not -- even though I began trying to register and attempted to contact the company several time s prior to the days elapsingI finally got through to a supervisor who told me she was emailing the form and that I needed to return the completed form by close of businessI never received the formI do not understand why Lifeproof would deceive me so as to not issue the warranty

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,
*** ***

Because Lifeproof is only able to warranty products that we manufacture personally, any additional insurance policies are only available through third party sourcesFor security purposes, Lifeproof customer service is only able to access phone case warranties and do not have access to any of TWPP's systemsIn order to work with TWPP, you would need to call their customer service hotline at 1-877-*** for a solution as we are incapable of accessing their systems

Dear ***,
Thank you for reaching out to us and sorry for any distress you may have experienced regarding this issue
We do know this has been an upsetting situation for youWe are happy to go over what our limited warranty involves so as to alleviate any confusion.
Per our
limited warranty, we are not able to replace damaged devices.
http://www.lifeproof.com/en/policies-and-warranties#LIMITED PRODUCT WARRANTY
We certainly do not intend to be misleadingOn the contrary, we work very hard to get the word out to retailers that the warranty does not cover the deviceWe do try to make the best possible product that we can, but no case out there can 100% assure there will never be any damage to the phoneThere are many factors that could contribute to a phone getting damaged, including, but not limited to, velocity, temperature, surface, and preexisting defects in the phone itself, to name just a few.
We definitely would like to help you with a full replacement of the case itself through our warranty systemWe have gone ahead and sent you a request for photos from your original incident.
Please let us know if you have any further questions or concerns
Best Regards,
***

All of our cases come with a limited one year warranty that covers the case if the case becomes damaged we are able to offer a replacement caseAt this time our warranty is for replacement not refund and we are able to offer a replacement for up to one year after the original purchase of the case
Due to the frequent need for replacement of this case we would be able to send out a different style of case and waive our shipping and handling fee

I purchased a phone outer layer cover and a phone holster and a few days later the items went on sale and I contacted the company and they told me they don't adjust prices after they have been shipped

I boight a defender case for the *** * after it got recalled I tried to return it to *** and they said it wasnt in there data anymore I called otterbox today and they said they cant return it bc it was to late I got a *** ** plus today and I was windering if I could send in my note defender case so I can geta case for it so I dont have to go out and spend another + dollars for another case I work very hard for my money just like everyone else to see otterbox do this to me is crazy ive been buying otterboxes for every signle one of my phones I got

On August 19th 2017, I purchased an *Phone * and on the same day purchased a LifeProof FRE caseOver the next few weeks, I encountered several software issues with the phone, including what I believed to be an problem with the speakersI set up an appointment at an *** store to have a tech check out the phoneShe ran several checks and updates and sent me on my wayThe issue with the speaker persisted, and I returned to the *** storeAgain, they ran several checks and did another update and sent me on my wayThe speaker issue still persistedOn my third visit to the *** store, I received a new phoneUpon placing it in the LifeProof case, I found that the speaker issue was again presentAll along, I had suspected the phone to be the issue, but it was actually the caseThe problem is, when the phone is in the case, NO ONE CAN HEAR A WORD I SAY!!! This case is either defective or poorly designedOn the 10th of December, I returned the case to *** and was told the

I purchased a lifeproof fre case for my *** ** approximately months agoThe charger port of the case broke, in addition to the case itself breaking due to useLifeproof has since discontinued the fre model, has refused to refund the money for the case, and has only offered to send me regular phone cases as replacement I do not need phone cases for my one cellphone I needed the additional battery which the fre model featured, I am seeking a full refund for the case, based on the premise that lifeproof has discontinued the product and does not manufacturer anything comparable

I purchased a Lifeproof case for my cellular device from this company because they advertise and guarantee their products are life proofThey claim their product is snow proof, water proof, shock proof, as well as dirt proofIn my owners manual that came with my case it states under the "Warranty" section that "All lifeProof products are backed by a 1-year limited warrantyUnder the "Important" section it states"For maximum protection and full warranty coverage, carefully follow ALL installation, maintenance and operating instructions." Which I have complied and their product failed meI purchased an *** *Phone and their case in June of only to find out on September 19,from *** coThat my *Phone has liquid damaged and is not covered under their warrantyI informed that it was in the lifeproof case they adviced me to buy and they told me to call lifeptoof and if they couldnt cover the cost of my warranty repair I should contact the Revdex.comAfter speak

This company refuses to cover the cost of the phone, even though the case destroyed two phones The company refuses to cover the cost of the phone They are lying about the cases, they are obviously incapable of keeping phones safe This is an outrage to consumers, who are guaranteed a product they can trust and end up with inferior junk that does nothing to help them I already replaced one phone, I cannot afford to replace another because of this company's shoddy work and lack of morals

I've been a loyal customer for years Only trusting my phone and devises as well as my husband and sons phones and extending to all my immediate family phones and devises in boxes/cases that are made by this companyGoing as far as ordering their product in anticipation of getting a new devise as they are extremely protective, ensuring the expensive devise is kept safe, but also because they stand by their products offering an awesome warranty policy, which as a customer feel safe
And secure buying from this company as their products do not come cheap
I've always used their website to file my warranty claims and there have been quite a few throughout the years, until my most recent warranty claim was denied First off my email/claim went ignored for several days prompting me to have to send a follow up/status request In response to That my claim was sent over to the compliance dept the email I received went as follows:
Dear Elizabeth,
Thank you for contacting LifeProo

Revdex.com:I presume you will forward this response on to Otter Box, if not let me know.First of all, Otter Box could have corresponded with me using any of the e-mail addresses they have on file and I would have received the response. Secondly, of the choices offered, I am optioning for the second (2nd) option as I would like the correct case Below is the Model Number:Model: *** "*" 2nd Generation - ***Because I spoke directly with the Otter Box Rep, I presumed I had the right case and when it didn't fit, I did take it to several sellers of Otter Box cases in my area and they advised me I had been shipped the wrong case.When I receive the correct case, I presume Otter Box will supply a Return Merchandise Authorization (RMA) for the existing case which I will use to return the case I currently have.Thank you for your assistance.*** ***

Hello ***,Thank you for your emailAs previously explained, we do not warranty the deviceHere is more information with regards to our warranty: https://www.lifeproof.com/en-us/warranty-full.htmlAgain we are 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 case2) 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 with any additional questions or concerns, or with the necessary documentsWe can only accept JPEG and PNG files.Thank you!