Otter Products LLC

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,***

Dear ***, Thank you for reaching out to us and sorry for any delays.I have gone ahead and processed a refund on the Care and Handling feeThe reference number is ***This should show up on your bank account in 8-business days.Please know this is a one-time exception, as we normally do charge this fee for all warranties.Also please let us know if you have any questions.Best,***

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 ***

Dear ***,Thanks for reaching out to us and sorry for any distress you have experienced.We are not able to process refunds on cases outside of daysWe can see this purchase (order number ***) was on 06/26/We can sometimes make exceptions for an extra few weeks, but this
is way outside of our return periodWe do encourage customers to contact as soon as possible if they are experiencing issues with their product. What I can do is offer to get you any non-battery case you likePlease know that this goes way outside of our standard warranty, as the warranty is usually strictly case-for-caseWe are happy to just send that out to you, with no additional shipping and handling feeAll we need is the serial number off of your current case.Please let us know if you have any questions.Best,Sarah

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 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 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

On May 24, 2016, I returned (1) new cell phone case ordered over the Internet, The case was shipped via USPS and paid for by me Otter Box's shipping label was not used and I provided them with verification of mailing After numerous phone calls and e-mails to Customer Service, I have not received a refund Based on Otter Box's Incident #***, it was agreed that return shipping costs were owed to me

LifeProof guaranteed a waterproof case with a one year warranty, which did not uphold for months before the device, enclosed correctly in a water-tested case, received water damage upon brief submersion of less than half of the device in approximately two inches of waterUpon calling to learn more about this issue, I was hung up on by a LifeProof employee who told me "manmade devices are always subject to problems" just prior to hanging up and refusing to take more information regarding my case

*** *** *** * Case
Defective components and design has scratched my device
I filed a waranty claim and was charged...the replacement sent is not complete, and is missing the keyboard component
I contacted customer service and was basically ignored
I have sent emails using the website contact page; without any replies

Lifeproof wont replace two cases that are under warranty , they block me on *** so I cant share my problem with other customers

I recently dropped my Iphone with the Otter Box Defender Case on it while trying to clip it onto the clip it came withWhen I picked up the phone the screen was crackedI was shocked to see the crack because Otter Box claims the case provides drop protection and screen protectionThis is clearly not the caseI called Otter Box to notify the company of their products lack of performance and I was told they can not do anything about my phone but can replace the caseThe company describes the screen feature as "Screen protection: built in to keep your brilliant display flawless" not sure how a crack in my screen can be seen as flawless

***, I am so sorry to hear about this experience It is certainly not a typical one and we would be happy to get you the case replacements you needIf an email was sent to '[email protected]' without a warranty claim being created, it wouldn't filter directly to one of our
representatives, unfortunately This is likely why you have not heard a response I do apologize for any confusion! To submit a warranty claim, you can either visit http://www.lifeproof.com/en/contact/warranty/ or you can give our customer service team a call at: *** Please do let us know if you need any further assistance!Best Regards, ***LifeProof

Dear ***,Thanks for reaching out to us and sorry for any delays.We have looked into your warranty claim, and we do need better photos submitted in order to process your claimAs specified, we need a photo per the usual instructions: name, date, product code and serial number written out on a
template or plain sheet up paper underneath the case, but that also shows a side angle view of the cracks, and that one of the cracks be raised with a toothpick, and also a close up of the serial numberThe other option is to send in the caseIf you choose the second option, we will be happy to provide instructions to get that back to us.Please let us know if you have any questions.Best,***

I am truly sorry for the frustrating experience that you have had with your caseWe do extensive testing to ensure that our cases are waterproof and we ask that our customers continue to do a water test at regular intervals to ensure that a case remains waterproofDirections on how to perform the
test and when are outlined in the manual that is provided with your caseOur limited one year warranty covers the case not the device inside of the casePlease feel free to review our warranty at https://www.lifeproof.com/en-us/warranty-full.htmlWe are able to replace the case for you through our one year warranty and would be willing to waive the shipping and handling fee

Complaint: ***
I am rejecting this response because:
I have no visible defects in the case that ruined my deviceIt just does not work or protect as advertised, despite being used as directed by MFGRWhy would I want a replacement case just like it that would ruin another expensive device inside the case that would not be covered under their misleading warranty...Even though it appears I'm stuck with the cost of ruined iPhone, the Revdex.com should, at minimum, require the packaging to change to state, on front of the package, next to the pictured iPhone inside case submerged under water, that "Devices damaged inside case are not covered by warranty"That would very much help to protect the consumer from being taken advantage of in the futureConsumers wishing to purchase at own risk would have full, UP FRONT, disclosure, unlike now.If I was considering a life insurance policy that wouldn't payout in the event of a death, for the person insured, I would never purchase it!! The entire reason we purchased the "waterproof" case was so it would protect the device inside! A sealable sandwich bag would have worked better to protect
Regards,
*** ***

Dear ***,Thank you for your email and the copy of the receipt! I will submit the request for the 3rd Party Refund to our Finance Department today.It can take up to weeks for you to receive your refund check.Please reply to this email with any additional questions or concerns.Thank you for choosing OtterBox!Stephanie

Complaint: ***
I am rejecting this response because:
Your cases falsely advertise that when the phone is in your case it can withstand water up to 6' and for up to minutes This is clearly not true and should state on the case that you do not guarantee this and will not replace the phone if it does not work The Advertising on the case is misleading and does not state correct information, therefore you should back your statements and replace th phone that has now failed due to your case failing
Regards,
*** ***

I fully understand the "Electronics are not covered policy" but this is NOT clearly stated on your product, nor is it clearly stated on your website, it is in fine print, UNDER all the wonderful testimonials, all the talk of how great your product isAs I stated, you are legally falsely stating how great your product is, just because you are able to get away with it legally, does not make it right, MORALLY My husband was very much under the impression that the phone was going to be protected, and that if it broke after taking a small fall while being in your "SUPERIOR" PRODUCT, you would back stand by your word, (THIS PRODUCT IS AWESOME) and HELP COVER THE COSTS TO REPAIR THE PHONEI was directly lied to, I was told that on the packaging that it stated the electronics were no covered, on my package, IT DOES NOT STATE THATI really take issue with being lied to, alsoIt was by a supervisor, if your supervisors are unsure about your packaging and making claims like this, there is a serious problemI was told she "Misspoke" whatever you want to call it, ignorance, trying to cover your butt, IT IS STILL A LIE Your company needs to re-assess the packaging and marketing tactics you use if you arent going to back up your claims on how wonderful your product isYou put in 6"letters WE ARE LIFE PROOF, then put in 1/4" letters, electronics not covered, it just isn't o.kSHAME ON YOU!!!! You should know better!!!

Hello ***,
At this point in time, since our team that is in charge of handling Revdex.com complaints that are received is unable to interpret any sort of law or legal matter, we will need to pass your information over to our Legal team They will be sent an email with all of your contact information and a thorough description of the situation, and if they need any further information, or determine that there is validity in your claim, they will reach out to you directly
Best Regards,
***