Otter Products LLC

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

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,
*** ***

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,
*** ***

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

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

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

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

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,*** ***

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

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,***

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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 *** ***

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

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

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,
***

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

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

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

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

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

I purchased an Phone * *** on December 10, from *** ***I told them my husband works for the water department so I needed a phone case for him that would handle this rugged job that involved being around water*** told me to get a Lifeproof caseThat they are good for being in up to feet of waterI purchased it at that time and they put the case on my husbands phoneOn August 18, he dropped the phone in a meter pit (feet max) of waterThe next day the screen looked weirdI called *** and was told a replacement with the *** insurance would be but that Lifeproof should cover that since the case did not do its jobThey gave me the number for Lifeproof and ***Lifeproof was closed since it was a weekendI did the rice in the bag trick but it didn't helpI called Lifeproof and they don't warranty the phone, only their productI was misled by both *** and Lifeproof and am now stuck with a phone with a blurry screen