Otter Products LLC

Dear ***,Thanks for reaching out to us and sorry for any delays.It does sound like there has been a lot of difficulty with your warrantiesWe are happy to do a little extra for you under the circumstancesUnfortunately, send you the Fre Power case is not on the table for two reasonsWe are
unable to change out to battery cases from non-battery cases, and we are unable to ship battery cases to Canada at all.I am happy to offer you any two non-battery cases through the end of the year, and we will be happy to again waive the fee on thoseBear in mind this is the absolute last time we can waive the shipping and handling fee. Please let us know if you have any questions.Best,Sarah

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

I am sorry for the frustrating experience that you have had with our systemsAll of our cases come with a limited one year warranty against any damage or defect to the caseTo receive this warranty you do not need to register the caseShould the case become damaged we are happy to help you
receive a replacement caseTo view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. To register a device for additional water protection the registration does need to take place within days of purchaseYou can complete this registration form online or over the phone, 1-877-394-Unfortunately we are unable to extend the registration period past the days given for registration

Complaint: ***
I am rejecting this response because:It seems ridiculous to me that a product can claim anything, but if they have a "limited warranty" that says they are not responsible if the product doesn't perform as advertised, they are not responsible To say that refunding the case was an extended courtesy also seems out of line Why would anyone take a replacement case when they know their device is not totally safe when using the case? If a company is going to claim their product does something, they should stand by it True product did not perform as claimed and the consequences should not become a burden for the consumer
Regards,
*** ***

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

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,***

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

***,
I apologize again for the inconvenience with the situation, but we are unable to refund you for the case at this point in time It is stated on our website that we do only have a day return policy, so once we are beyond that days, we cannot provide a refund Even though we do only have a one year warranty on our cases, if you go beyond the one year, as long as we have the case in stock, we are still happy to help in any way we can With that being said, we are constantly improving our cases in any way possible which is part of the reason we grab all of the information we do and the photos of the case for warranty replacements
As stated before, we would be more than happy to get you set up with a new case under warranty which will hopefully hold up a bit better for you, and once you are beyond the one year, we are still glad to help in any way we can as long as we still have your case in stock In order to get a replacement set up this time, I would just need the serial numbers from the inside of each piece of the case If you have any other questions at all, please let me know
Best Regards,
***

*** *** *** * 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

My phone got wet inside their product and no longer works...They gaurantee it being waterproof and they said they will replace the case I bought from them, What about the dollar phone that I believed would be safe inside their waterproof gaurantee?

Lifeproof warrants our products for year from original order date of purchased of the product by a consumerWe are only able to warranty that exact product for the life of that product and when it has been discontinued we honor the warranty for a product of equal or less valueIt does appear we
provided you a warranty on 9/29/2017 and sent out iPhone 6s Fre series case, which are valued at $eachWe are only able to provide a return and refund on products that are purchased directly from our website and within days of purchase dateFor any products purchased through any of our distributors, a refund would have to be provided by them under there return policy

Complaint:
I am rejecting this response because: I was informed I needed to register the case not the phoneThe case had a defective seal which causes issues with the cell phoneWhen I registered the case the phone information was included. The Total Water Protection Program needs to address the issue with defective product along with my phone
Regards,
*** ***

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,
***

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,***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meHow do you proposed I get a hard copy of the receipt of the purchase was made on *** and the package material was probably thrown out long agoYou have the confirmation number and the order history and amount I'm unclear how this is not enoughA photo of the hard copy which doesn't exist and my signature (not sure if you know how *** works but that doesn't happen) will only show the ***e thing as those screen shotsI'm sorry for the rudeness but there's a lot of back and forth on these messages on information I have already provided to you.
Regards,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:On your packaging you clearly state that your products protect cell phones.You just stated that you test the product to protect cell phones and here your product failed.Im not asking for a new phoneIm simply asking for you to own up that your product failed and fix the damages that will cost $+ mn sales tax of percent.If you dont want to be held liable for damages you cant advertise that your product protects against those things when it clearly doesn't Regards,
*** ***

Dear ***,Thanks for reaching out to us, and sorry for any concerns.I looked into the incident, and determined that we did not offer a fee waiver: we only checked to see if it was possibleAt that point, a manager determined that we would have to collect a fee but would allow a color
change.Please let us know if you have any questions.Best,***

Dear ***,Thanks for reaching out to us and sorry for any difficulty you have experienced. Per our limited warranty, we cannot assist with broken devicesThe text is in the link below:https://www.otterbox.com/en-us/warranty-full.htmlWhat we can do is either get you a
warranty replacement or possibly get you a third party refund on the case itselfWe are happy to offer one or the other, though not both.Please let us know which will work for you.Best,***

Thank you for providing the additional information requestedAfter some research I do see that we contacted the person who made the claim for additional informationAt this time we are waiting to receive the additional information before we can proceed with the claimTo provide the additional information please respond to the original email or give us a call, 1-***We are happy to continue to help you to the best of our abilities as soon as the additional information regarding the discrepancy is received