Otter Products LLC

I have thoroughly reviewed all communication received and recorded regarding the functionality of the device received as a replacement for a water damaged deviceThe first communication we have stating that the device was not functioning correctly was outside of our day windowWhile we are unable to replace the phone we still have a one year limited warranty on the caseIf the case should become damaged or stop functioning we can replace it for you

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is stated on our website, and in an insert that comes with each LifeProof case.https://www.lifeproof.com/en-us/warranty-full.htmlOur cases do give you great
protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. It does look like we offered a refund on your caseWith receipt of the following items, we can still do this for you: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 (If your phone was water damaged, then we will need documentation of that specific damage)• 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 let us know if you have any questions.***,Sarah

Bought the LifeProof case on 4/5/from ***
Used it for my family trip to Key West, FLUsed it for less than mins in water at the beach, my *** ** was dead, sea water came out within the case
Before using the case, I followed LifeProof's instruction and water tested for 30+ mins with just the case (no phone), it was fine
Before I used it at the beach, I tighten the headphone jacket TWICE, and make sure there were no gabs in the case, but the case leaked in less than mins
It not only ruined my almost new ***, but I lost my precious family photo taken that day, because my phone was not connected with WIFI, *** didn't back up my pictures
On the LifeProof case, it printed these: 'Water Proof', 'Submersible to 2M for hour', 'Every case water tested', 'IP 68, maximum water and dust protection', 'Total defense from water, dirt, snow and drops'
But the case failed to perform what it was advertised!
Contacted LifeProof, they refused to replace my ***

Revdex.com:***, I am going to go ahead and close this complaint as you personally reached out to me via emailI have not heard back since replying to that ticketI requested the same old Defender, as the Commuter was not able to assist me, and does not provide a better protection then the defenderI spoke to a lady last night using the Incident number you provided me, and I felt like I was being rushedGrant, I understand Otter Box has grown since the first time I started to buy products from them. Revdex.com: If I hear nothing back regarding the ticket, I will go ahead, and have you guys bump them regarding this. Thanks!
*** ***

Dear ***, Thanks for getting back to usWe are sorry this has been a disappointing experienceWe strive for transparency in our policies, and we apologize you do not perceive we are doing absolutely everything we can under the circumstances, and with as much respect as possible. As stated a couple of times now, per our limited warranty, we cannot accommodate your request to repair your deviceWe do recommend you read up on oleophobic coatings in generalThese are subject to being affected by a variety of environmental factors, and any contact with any type of solvents, inclement weather or a variety of other factors can wear this downA case may or may not be one factor in many. We stand by our offer to refund you on the case.Please let us know if you have any questions.Best,Sarah

I placed an order online on December 9th My order totalled $305, however $was taken from my accountI live in Canada and I do realize this is an American company, but at no point throughout the ordering process was I made aware the charges were in Anerican dollarsAfter realizing what happenned I went through the ordering process again to double check, and again it was not clear that I was being charged in American dollars (I kept a screenshot of every screen displayed in the ordering process as proof)I called their customer service and spoke with a supervisor that was incredibly rude, it was also too late to cancel as the order was already shipped outI placed this order using my phone so it may have been a mobile version of their website www.otterbox.com

Purchased a new smartphone on 5/26/along with a premium Lifeproof case at an authorized location - *** storeAfter paying an exorbitant sum for the case (about $80) the product has failed to work and representatives of the company have told me there is nothing that they can do despite lifetime warranty since the product is no longer madeI had to purchase another case through *** - I paid less than $This company is charging premium prices for a none premium product and charging outlandish prices - $for a piece of plastic that should not be above $7-$8-$They will not back up their product despite promises on their box

I ordered a Lifeproof FRE case for the *Phone *** from a re-seller and it was shipped by ***The correct item arrived quickly and passed the initial test for watertightnessBy phone and email, this manufacturer confirmed authenticity and provided a related video and users manual, but refused to register the item for a 1-year warranty against manufacturing defects, on the grounds that it doesn't make this model anymore (against its posted Global Warranty, which lists no such limitation, and which provides for a different model if the original is unavailable; also contrary to the warranty in the item's packaging, and posted on the re-seller's *** site)Since the warranty was the main reason I bought the authentic Lifeproof product, rather than a competing one at a fraction of the price, I'm dissatisfiedCustomer service was also unsatisfactory, since on repeated rounds by phone and email (always under "[INCIDENT: ***] LifeProof Limited Warranty"), I got a different person

Hello ***,
I apologize for the inconvenience and confusion with the situation and can hopefully explain the shipping a bit more in depth for you Regarding the FedEx Day shipping method, it does state on our website that first off there can be up to hours for processing, excluding
weekends, before the order leaves our warehouse It looks like this order was processed well within that time period so we are okay there
As far as the FedEx Day and Next Day shipments go, they do not include weekends, and will essentially be delivered in two business days, or will be delivered the next business day respectively So, if an order is sent out on Friday, the Next Day shipment would be delivered the next business day, which would be Monday An order that is sent out Friday on Day delivery will be delivered in two days, business day one being Monday, business day two being Tuesday The way that is typically easiest to explain this is if you are speaking about a week If it is Tuesday and I were to ask what day it will be in two days, the answer would be Thursday This also applies with the FedEx Day shipments as the day it leaves the warehouse is not included in the two day shipping period
So, with that being said, if the order left our warehouse on Friday and is scheduled to be delivered on Tuesday through the FedEx Day shipping option, that will be the proper amount of time that was promised, and we will not be able to refund the shipping cost Once again, I apologize for the inconvenience, but if you have any other questions, please let me know
Best Regards,
***

I purchased a Lifeproof "Fre Power" case from *** *** on June 6, The case is advertised as waterproof, I tested it when I got home before putting my cell phone number and the case formed a true seal allowing no water insideYesterday, June 12, 2016, I dropped the phone with the case on it in some water accidentallyI picked it up and saw water had gotten inside and my phone shut off as a resultI have since not been able to turn it back onI had to file an insurance claim for my phone which was $The case itself cost $So this morning on June 13, I called Lifeproof in an attempt to get all of my money backThe customer service agent I spoke with stated that their warranty covers them for being responsible for any damage to phones that may occurI feel this is wrong to have a product that is supposed to be waterproof and then not back it up when it goes badI am out almost $

I purchased the lifeproof fre second wind grey case for my *** * * *** on dec the bulit in screen protector is looking cloudy and I have tried cleanig it with everything nothing worked plus the rubber is peeling and real brittle on the back I called lifeproof they said they will replace it free of charge because im still under my year warranty but I had to pay for shipping I already paid almost $for the case plus shipping once now that my case turned out to be defective and im under warranty I should not have to pay shipping again to get it replaced

Dear *** and ***,Thanks for getting back in touch with us and sorry for any difficulty you have experienced.You do mention you have submitted a photo here, but I am not seeing itRegardless, while we do try to make the best possible case to give you protection against damage, there is no case out there that assures you will never experience damage to the caseWe can't assist with the device.We may be able to get you a third party refund on the case itselfTo see if we can, we need some information, and we also askthat you either go to our website or give us a call to set up an incident to get the process rolling for either a replacement on the case or a possiblethird party refund on the case.To set up a warranty, please go to:https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/C...⇄ give us a call:Customer Service Hours (MT)Monday - Friday: 6am - 9pmSaturday: 8am - 5pmSunday: ClosedToll Free: 855-688-7269 Local: 970-493-8446 The pieces of information we would need to process a third party refund on the case would be: the standard warranty photos along with a photo showing the damaged device and/or a receipt from your carrier showing you needed the device repaired or replaced, and an itemized receipt from the retailer showing that the case was purchased within a year.Once we get this information from you, we are happy to be of further assistance.Please also let us know if you have already set up a warranty claim but it is under a different name or email address.Also do please let us know if you have any questions.Best,***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** *** They can send me another *** * case

I bought a new Phone ** *** 128g phone and Lifeproof case at a *** store in WA in April, knowing we will be moving to Hawaii and excited to take photos and work from the beachI registered for the protection as instuctored and received a vague confirmation emailOur first trip to the beach, the case failed and waterlogged my phone on July 7thWent to *** the next day and with thier help tried to submit a claim with LifeproofSince then it has been over calls, emails, about hours of hold times, some helpful, some rude and some completely oblivious customer service reps to get the wrong phone (a *** phone that didn't take my *** SIM card) and a case that was too small two weeks laterI sent the equip back and called on Friday asking for a supervisor and was told that one would return my call in 1-business daysNow it's Tues, I waited minutes to speak to a supervisor who didn't apologize, yelled at me the entire conversation and when I asked what Lifepro

Complaint: ***I am rejecting this response because: the fall was from 1/foot I feel that your company should be responsible. I paid $for this product that failed me and all you want to do is replace it when it is going to cost me $for screen replacement. Refund to cost of the product to me and I will be satisfiedRegards,*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.Also, I have all of the emails with the pictures and they were sent multiple timesI also did call and nobody there helped meNow they don't make the case anymore? I would've been happy to let this go if someone would've communicated that to me
Regards,
*** ***

I purchased a WATERPROOF Life Proof case June 29, for my dads birthdayWe preformed the water test as exactly described in the instruction manualWorked fineWe put the case on and was working good until he took my daughter in the kiddie pool at the park and the case allowed water in his phoneHe was in feet of waterafter a few minutes his phone shut off and has been completely unusableI called LifeProof customer service this morning and the lady literally laughed at me - not once but timesShe stated that sorry it sounds like a malfunction on our end but we dont cover the phoneif your product malfunctioned and ruined my phone how are you not responsible for replacing it? This is totally unacceptableHow can you sell your product at multiple locations with sales people pushing that its the greatest case ever you can go under water you can snow board you can do almost whatever you think without damaging the phoneWell it damaged the phone within feet of water

Complaint: ***
I am rejecting this response because: the website and informational literature state "protects device from drops", "protects device from being under water up to meters", and moreThe device was not damaged when it fell from two feet, my screen wasI do not need a new case since that one is less than a year old and fine(Obviously it's not fine since it did not do what it stated-"protect my device from drops of under feet inches"!)I think it should be stated clearly, not in fine print or among pages somewhere on your website that life proof is not "proof" but maybe "resistant" to life's adventures.
Regards,
*** ***

The otters box did not protect my phone as promised I have a crack on my screen on a phone less than a month old after being told it would have defense mechanisms it did not live up to

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is stated in an insert that comes in each case, and is also on our website:https://www.lifeproof.com/en-us/warranty-full.html We do test our products
extensively, but we have no way of being there for every moment of the case and the device, and to know if a water test was properly administered, or if there may have been some other issue, such as an unsealed plug or undetected crack in the case. As stated before, we are happy to offer a refund on the caseThis is what we need: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 (If your phone was water damaged, then we will need documentation of that specific damage)• 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 let us know if you have any questions.Best,***