Otter Products LLC

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

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with damaged devicesWe do test our products extensively. There are still a wide variety of reasons a device may become damaged inside one of our cases, including, but not limited to:
a water test not being done or not being done correctly, the plugs not being properly closed before contact with water, a case not being inspected for other slight rips or tears that may have occurred since the water test, or some other unprecedented string of events. Please look to our limited warranty text here:http://www.lifeproof.com/en/policies-and-warrantiessee LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe do see we sent you a replacement casePlease let us know if you received that.Also, please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because:It is not acceptableI incurred $in damages because this company's product did not work as advertisedI found a site (link) below that I can use to ship my phone for repairThe repair will cost $To resolve this issue I would like $for the damages I incurred which is $for the screen repair, $for the return of the faulty device, and $for the screen protector I will need to replace when the screen is repaired.My request is very reasonableI am not looking to make anything out of this dispute, I just want the damages I incurred reimbursedIf this company refuses to stand behind their claims they should not be allowed to sell this product and make the claims they doThey should be forced to retract their claims and recall their faulty productOther consumers are going to spend money on their products based on their claims and have their property damaged as a resultThis should be illegal.They claim extensive testing and say they have drop protection and tout how safe your device will beI have no faith in their "extensive" testingIt must have been done in a pillow or feather factory or on top of a pile of pillowsI did a single real world test by dopping my phone on the ground a single time and their product completely failed to provide any of the protection they claim to provideI purchased an expensive product to protect my phone and did not receive any protection.It is a reasonable expectation to think that the product you purchase to protect your expensive phone will withstand a single dropIf that isn't the case then there is something wrong with the product and it should be recalledIn response to the businesses response to me, there was no series of eventsThe series of events is that my phone got dropped a single time and their protector did nothing to protect itI can provide my phone if there are any tests that can be run or investigation that can be done on the phone to back this upMaybe they store impact data or somethingI am telling the truth and this is ridiculous.https://***
Regards,
*** ***

Lifeproof customer service is able to assist with warranty claims up until the point that warranty compliance has select that claimLifeproof customer service is separate from the warranty compliance department and because of that, they have no access to what communication has been done and timeframe of warranty claims being processedFor any further warranty claims to be processed, you would need to email warranty compliance directly and request assistanceLifeproof is not able to provide refunds for any orders that were not purchased directly from our website and within days of purchase dateLifeproof as well, would not be able to provide a refund for any shipping cost paid to send or receive product as it has been paid to deliver the package

I purchased a Lifeproof FrePower case for my brand new *** *Phone ** *** in July directly from a *** store at the exact same time as purchasing my new phone *** staff insisted this case was the best case on the market...and the box from Lifeproof advertises "Powered by a mAh battery, SUBMERSIBLE TO METERS FOR HOUR, sealed from dirt and dust, closed to snow and ice and survives drops from meters" I happily purchased this case for my new phone from *** for $and the *** associate placed my phone into it's new case for me Over the past year the case broke twice and Lifeproof sent me a new case: NO Problem In July 2017, while on vacation in Florida, my cell phone IN It's Lifeproof case got wet briefly It was NOT submerged to "meters for hour" but rather it was in my hands when it got SPLASHED Immediately upon noticing water in the CLOSED case I took my phone and shut it off However, after days and being examined at a local cell

While these cases are advertised as waterproof, there are situations that can cause cases to leakIf the case is dropped or is exposed to extreme temperatures or pressures, there can be fractures that can develop in the caseBecause of this, we highly recommend that the cases are routinely tested
to make sure the case is water tight. We are capable of replacing the case again under warranty, but are not able to replace or replace the device which we do not manufacture personallyOur Global Warranty can be found on our website here: https://www.lifeproof.com/en-us/global-warranty.html and clearly outlines what we are capable of replacing under warranty

I have had my phone for two weeks, with the otter box case on itIt was dropped about feet out of my hand and my screen bustedI contacted otter box and they say they do not warranty the product only the caseWhat is the warranty for if it is not to protect your device? Do not purchase this product if you think the warranty will cover your phone that was inside an otter box at the time it broke, because they will notI will not be purchasing any more otter box products

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.*** ***

On 11/I open a warranty claim with life proof Not that they ask when you submit a claim, but my phone fell into water and the case was clearly defective as it leaked and ruined my perfectly good phone - it was suppose to be waterproof No response was ever received On 11/* I contacted customer service since no response was received INCIDENT: *** They responded with a really stupid email as if I didn't even purchases the product from them which I did After several additional emails I was finally told by customer service "We would love to send you a new caseCan you please let us know if you are planning on getting another *Phone *, if not, please let us know what phone you are getting and what color case you would like" So, after going to the *** store and turning in my damaged phone and purchasing a new phone, now today 11/I'm told they wont send me a replacement case for the *Phone * but I can buy one once its released Really, why would I want to buy a replacem

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

With our year limited warranty, we are only able to replace the product in which we manufactureSpecifically, the language in our Limited Warranty which pertains to this specific inquiry can be found at https://www.lifeproof.com/en-us/global-warranty.htmlUnfortunately, our warranty does not
extend to the device inside of the casePlease give us a call at 1-*** and we would gladly replace your case under warranty

I am sorry for the frustrating experience that you have had with our warranty, your case and our customer serviceWe strive to have the best customer service and each call and situation you experienced will be reviewedAs for the case and the device we try to make the instructions for the water test and the additional warranty as clear as possible with stickers and additional pamphlets on the packaging in the packaging and on the case itselfEach of our cases are water tested before they leave the factory and we ask that our customers complete a water test upon receiving the casesAll of our cases have a limited one year warranty that covers any damage to the case should the case become damaged or stop functioning we are able to send a replacement caseThis limited warranty is limited to the case itself and can not be extended to the deviceIn addition to our limited one year warranty there is additional protection that can be purchased from *** and must be registered for within days of warrantyTo view our entire warranty please visit https://www.lifeproof.com/en-us/global-warranty.html

Complaint: ***I am rejecting this response because:I have sent all of this information to yoyu before starting the complaint with the Revdex.comRegards,*** ***

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

Any Otterbox case comes with a Limited Lifetime Warranty whether it was purchased directly from our website or through one of our trusted distributorsOur Limited Lifetime Warranty allows us to replace the case for the life of manufacturing that caseUnder the warranty, we never charge for the
cost of the case and only ask for a shipping and handling fee in connection with the fulfillment of any valid claimWe do see that a warranty claim was created on December 21, and would be more than able to assist with completing the warranty and covering any additional options

Dear ***,Thanks for reaching out to usWe do apologize this has been a distressing experience.The case you did the warranty on was determined to be a counterfeitWe cannot disclose details of how this was determined, but can assure you that we are very exact in making this
determination. We will not be able to do a warranty on this item as we cannot warranty something we have not manufacturedCounterfeits are often very deceptive. We do welcome customers reporting sellers of fake cases if you are interestedWe can also advise on general guidelines for looking out for counterfeit productsWe are happy to provide this information if you like.Please let us know if you have any questions.Best,***

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

Complaint: ***
I am rejecting this response because: OTTER finally came to their senses and have put the order into motion. This isn't the first time I've had to demand them to honor their warranty. ThEIR response is rejected until the merchandise arrives. Supposedly in two to four days. Some excuse maybe be longer because of the part of the week we are in. WOULD NOT BE IN THIS POSITION had Andrew extnumber *** (ext# no good for customers) COMPLETED WHAT HE WAS INSTRUTED TO DO. Once this happens if it actually does. I will accent their response. IF NOT I WILL IMMEDIAELY FILE ANOTHER COMPLAINT Questions ask away...Regards,*** ***

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***I am not happy with the response I received from Life Proof CaseI feel that I deserve reimbursed for a brand new phone *.Complaint *** ***

Complaint: ***
I am rejecting this response because: I was offered a return when I had called but that does not excuse the fact that the case destroyed my phoneI want some compensation for my phone and not just have the case returnedI appreciate the apology but I need to be able to replace the phone that your case had broken and blatantly stated that right in front of the package that it could submerge with the case onAnd to call and be told that you don't recommend having the phone in water? It seems like fraud to me and I am demanding compensation for my phone
Regards,
*** ***