Otter Products LLC

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,
*** ***

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

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 #***

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,
***

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,***

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

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 ***,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

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

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

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

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,
*** ***

Complaint: ***
I am rejecting this response because: I have been in contact with Life proof and I sent them all documents required for refund of the case Waiting to hear from themNothing was said about the refund of the phone ($749.99) that is now not working due to there productI have the receipt for the phone and went to my carrier which they verified that the phone has water damageLife proof ask for a verification from the carrier but they keep talking about a refund for the case and nothing for the phoneI sent you all the documents I sent them so now I am waiting for a response.
Regards,
*** ***

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

Hello *** *** ***,
I have attached the photo that was uploaded along with the TWPP registration for your viewing When registering for the TWPP program, it asks for a screenshot of a specific page on your phone to be uploaded to allow us to see certain information on and about your phone As stated before, when submitting the photo for the TWPP registration, it simply lets you know that a photo has been uploaded, and does not inform you if it includes all of the required information So, since the photo was of the package and not a screenshot of the information on the actual screen of the phone that was asked for, we did not have the necessary information required when you had submitted the repair request
As far as the refund for the purchase of the case, I was able to find your receipt, so the required information has been sent to our Finance team for approval If there are any issues, or if we need any other information, I will be sure to let you know, but other than that our Finance team should be able to get the refund created and the check sent out later this week or early next week We will be refunding you for the purchase price of the case at $99.99, and the check will be made out to Robyn's name since that was the name that had been submitted with the TWPP repair request When we have submitted everything and created the refund, you will be receiving a conformation email from us for conformation
Best Regards,
***

Dear ***, Thanks for getting back to us and sorry for any delaysAs long as you can get the information in good order, we should be able to work with a purchase from months agoWe would need that information as quickly as possible however, and it all needs to be exactly as requested.Please let me know if you have any questions.Best,Sarah

My husband and I purchase new cell phones and service from *** March, We bought ** and ** for my grandson We wanted a sturdy case for the phones since they were so expensive The sales person highly recommended the LIFEPROOF brand On its on web page it boasts to be waterproof and drop proof up to 4-1/feet Each case was $ My grandson recently dropped his phone, while in the case, while putting his phone in his pocket while crossing the school grounds when it dropped The whole face of the phone was completely shattered and destroyed When I called Lifeproof all that they would do, or offered to do was send FREE Lifeproof cases We went to *** and they told us that they thought Lifeproof stood by their product Afterall, it lists protection from falls right on their website The screen is not only broken but the phone internally is damaged because the phone will not turn on

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!

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

Dear ***,Thanks for reaching out to us and sorry for any delays.So you know, we don't share information with your carrier, so we do not have a copy of your receipt. Many thanks for getting that photo from your old warranty claim to usI can see that this warranty was from July of I do apologize if this had not been clear, but we are unable to do a third party refund outside of a year from the original purchase of the caseIf the warranty was done almost two years ago, that would mean the purchase was almost two years ago as wellThe warranty does not reset the warranty period. What we can do is send you any non-battery case you likeWe can even send you two if you preferWe understand this is not the preferred resolution, but we are happy to do this without any additional fees or hassle.Please let us know if you have any questions.Best,Sarah