Otter Products LLC

Dear [redacted] ,Thanks for getting in touch with usWe do apologize for the distress this has caused.Per our limited product warranty, we cannot warranty something that we have not manufactured, such as a deviceWhile we do try to give you extra, added protection, we cannot test for every possible combination of events that could lead to a device breakingPlease see our Limited Warranty statement:https://www.otterbox.com/en-us/warranty-full.htmlWhile we are unable to offer a new case via store credit through us or any other retailer, we can get you a replacement case through our warranty systemTo do that, we ask for the standard warranty photosI've taken the liberty to send you the photo request for the warranty from your original incidentI will also waive the shipping and handling fee to help you outPlease let me know if you have any questions.Best,***

Complaint: [redacted] I am rejecting this response because:Again, replacing the case (your product), would not be acceptable especially because it didn't do what it was intended to to by protecting my phoneYou wouldn't keep wearing a jacket that doesn't keep you warm but says it does would you? I am really upset that you keep blowing me off especially because it sounds like you just copy and pasted the text from your previous responseI am not asking for a new phone, I am simply asking that if you "stand by your product" to send me a check for the cost of the glass replacementTell me, why should I, or anyone else in the future buy your product over your competitors? Especially when all I am getting is a runaround with poor customer service and a product that failed? I have included pictures of my damaged phone to show you that this isn't a joke other than your product that clearly reads "certified drop protection+" written right on it Regards, [redacted]

[redacted] I am so sorry; I tried to attach the receipt as requested by Lifeproof, but I mistakenly attached an incorrect copy I did not see a way to resend it, so I am attaching the receipt here [redacted]

Complaint: [redacted] I am rejecting this response because: that's not the right thing to do when a customer doesnt receive their package in hand succefullyGlad to see how you take care of your customersI won't be using your cases anymore Regards, [redacted]

I am sorry for your frustrationOur cases are put through rigorous testing to ensure that they uphold to a certain standardRegular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we would be more than happy to send you out a replacementUnfortunately the warranty does only cover the case not the device inside of the caseWhile we do extensive testing to ensure that we make the best product possible we are unable to protect against every circumstance Please give our customer service line a call so we can assist you further at [redacted]

Complaint: [redacted] I am rejecting this response because: I did everything they suggested regarding water testing the case and it failed rendering my [redacted] no longer usableI do not want a new case since I no longer have a working ***Why would I want another one if their products since one failed already Do they want me to ruinANOTHER ***?????? Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me I do require your contact information to process this case please Dealing with others may prevent from having a smooth outcome Please feel free to contact me at my email with your information to email the pictures to.Thank you Regards, [redacted]

All of our cases come with a limited one year warranty that covers a replacement caseWe do try to replace a case with the exact same model that you currently own however if a case becomes discontinued we will replace it with a case as similar as possibleWe did try to keep the Fre Power case around as long as possible unfortunately this case was discontinued and we no longer have any inventory availableWe are willing to replace the case with a Fre or Nuud case plus an additional case or accessory due to the frustrationWe are also able to waive our standard shipping and handling fee

Complaint: [redacted] I am rejecting this response because: You people are ridiculous terrible customer service! Here's a picture of what I'm dealing with! Regards, [redacted]

On June 15, 2017, I purchased my son a Life Proof case for his Phone I registered his case with Life Proof which covers me for a year for any damages, Last week, my son was having issues with the phone searching functionality where it was causing his phone to reboot and not be accessible On Sunday, September 24th, I went to the [redacted] store in [redacted] and worked with [redacted] who assisted me with the issue She replaced the SIM card and we were having the same issueShe noticed water in the charging section of the phone, the seal was damaged and I had to call Life Proof since the case was registered She informed me due to their defect they will have to replace the case and phoneOn Tuesday, Sept 26th, I spoke with Denver at Life Proof in the Total Water Protection (1-877- [redacted] ) he stated my case was registered, but not the phone and he is only able to replace the case for $I informed him I was informed to register the case and nothing else was stated abou

All of our cases come with a limited one year warranty that covers damage to the caseGenerally we are able to ship these through our standard warranty department however occasionally these are directed to our warranty compliance teamThis team communicates via email and is able to answer any and all questions that you may haveTo reach them directly please email [redacted] When a claim is sent to this department we do ask that the cases in need of replacement be returned before new cases are sent outWhile you are responsible for the shipping and handling to us we do not charge a shipping and handling fee to replace the productsAs soon as the products are received we will be able to send out replacements for you

Complaint: [redacted] I am rejecting this response because: I will accept the new case since that at the very least is what is owed to meThough, I no longer trust the LifeProof product and will likely use it as a paperweight and warn any potential LifeProof customer's against the purchase of any of their productsI think LifeProof is a scamAny product that is sold to protect a phone should be held responsible when it is the direct cause for that phone's damageThough my complaint is only one small example I will be contacting the Attorney General and any other legal entity I feel this issue needs to be brought forth to because I think there's a bigger picture to be looked atYou can't sell a product because it meets standards and not care to replace the device damaged because of your faulty product then the standards need to be raisedAbsolutely sickening Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to meActually I'm not at all happy and will never use their products again Regards, [redacted] ***

Dear ***,Thanks for getting in touch with usWe are sorry this has been a distressing experience.Per our limited warranty, we are not able to assist with your deviceThat said, I am seeing you also asked if we could get you into a [redacted] caseThat we can absolutely accommodateAll we would need is a standard warranty photo along with a photo of your damaged deviceI will go ahead and send that request from your original incident.Please let us know if you have any questions.Best,***

Complaint: [redacted] I am rejecting this response because:Just replacing the case is not going to fix my phoneMy phone was damaged because your product failed to do what it was intended to do, which was to protect my phone from damageThis is unacceptable and now I have an $phone that's broken weeks after I bought it.It will cost me $to replace the glassThis should be coming out of your pocket and not mine if you "stand by your product"! Regards, [redacted]

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseBefore a case leaves our factories they are water tested to ensure that they are functioning correctlyWe do ask that a customer complete the water test upon receiving the case and at regular intervals throughout the life of the caseIf the case should stop functioning or become damaged we are happy to offer a replacement caseGenerally we are unable to change the style or color of case during a warranty exchangeIn this instance we would be able to offer you a replacement case of your choice for this device or a different device

Dear ***,Thanks for reaching out to us and sorry for any concerns you may have.Per our limited warranty, we cannot assist with your deviceWe are unable to warranty something we have not manufactured, and the case is not an insurance policy on the deviceYou can read the text of our limited warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe extensively test our products, but there is no case out there that can assure you will never have damage to your device, especially with a hard and sudden fall like the one it sounds the case and phone took.It does look like we have offered a check refund on the case itselfThat offer still standsPlease let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because:None of the colors are ones I would buy or want on my phoneI am even willing to pay the difference for a case that isn't solid colorsNot sure how much more Clear I can beI chose my current case because I enjoyed the colorThe consumer shouldn't be forced to have a color they do not want because the company stopped producing that product in less then a year Regards, [redacted]

Dear ***,Thanks for reaching out to us and sorry for any distress you may be experiencingWe have looked into your situation, and are happy to clarify what we meant by the card.When customers purchase a case from a corporate [redacted] store (not from a [redacted] authorized seller), they are also given a chance to register for the Total Water Protection Program (TWPP)Customers do need to first fill out and send in this card to register for TWPPTWPP needs to be in place to have coverage for the deviceThe LifeProof case itself does not warranty or insure the deviceWe do explain the terms of the warranty in an insert that comes with each LifeProof caseYou may also see the text of the warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe have already placed an order for a replacement caseWhile we normally are not able to also do a refund on the case, we are happy to do that under these circumstancesIt looks like we did send you the information for what we need to process that.Please let us know if you have any questions.Best,Sarah

Dear [redacted] ,Thanks for reaching out to us and sorry for any distress you have experiencedAs has been already explained, and per our limited warranty, we are not able to assist with the deviceThere is nothing in our advertising or packaging that promises otherwiseWe do apologize if anyone gave you misinformation about our policies regarding devicesWe do encourage all customers to do a proper water test on the case before using itThat said, the LifeProof case is not meant to be an insurance policy on the phoneIt does look like we got the process rolling for getting you a third party refund on your casePlease feel free to continue submitting information for that, as a third party refund on a case is definitely something we can help with, as long as we receive the correct information.Please let us know if you have any questions.Best,***