Otter Products LLC

*** ***, I am so sorry to hear about your customer experience regarding your water damaged device I can completely understand the frustration you're feeling with the situation Unfortunately, LifeProof is not a part of water damage claims for devices All water damage claims
go through a company by the name of AIG (that is the company you've been calling and speaking with) I was able to reach out to a contact I have there to get a bit more information on your claim At this point they are ready to more forward with your claim I received confirmation that they tried to get a hold of you yesterday but were unsuccessful I would advise giving them a call back at your earliest convenience so one of their representatives can get you taken care of I do hope you have a wonderful Friday! Please let me know if I can be of any further assistance. Sincerest Regards, ***LifeProof

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,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
I will keep this archive filed for my future references as well as give you guys a call to complete the offer
Regards,
*** ***

***, Thanks for reaching out to us and I am deeply sorry for the delay in our response I have viewed the claim submitted for your case regarding the Defender case for the *** ** Unfortunately, our warranty policy does not cover lost or stolen items You can read more
about our Limited Warranty at this website: http://www.otterbox.com/warranty-full/warranty-full,default,pg.html. I do see that a photo was submitted but the small portion of the clip provided is not enough for us to determine case authenticity or to provide a warranty I do sincerely apologize for the circumstance and understand it can be a frustrating situation If the case was originally purchased from us or if you can provide us with a copy of the original sales receipt, I can absolutely make and exception and get a replacement case sent out Please let me know if you can provide us with an order number (from OtterBox.com) or the sales receipt and I will be happy to get you taken care of!Best Regards, ***OtterBox

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

I had a LifeProof case that is suppose to be protecting your phone from, well, lifeEspecially, water damageSo, went to the beach and got my phone wet with the case on ofcourse, and my phone stopped working properlyI submitted a claim promptly on January 21stSo they said that I would receive an email with a tracking number confirming the replacement phone leaving their fulfillment centerNever received any emails, but got the phone in a weekSo the phone that they sent me was not the color of my old phone, and only charged to 50%So I called them and they apologized for sending me a non-functioning device and advised me that I should hurry and send them my original phone is the packing that they sentSo here I am on 2/8/2017- yes almost weeks later and they have my original phone, and still have not sent me another functioning phoneI spend several hours a day calling them to check status on why a phone has not been shipped and nobody can provide me with an answerI can

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,
*** ***

Under our warranty, we would be able to replace your case but are unable to extend that warranty to products that we do not manufacture, including devices inside of the caseAs per our Limited Warranty, found on our website
at https://www.lifeproof.com/en-us/global-warranty.html :Specifically, Lifeproof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than ourselves

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?

Complaint: ***
I am rejecting this response because:they want me to pay to send the case backI would also need to provide them a tracking number as stat d by them, why should I need to do this, when I was already told I had a case coming it was just on back order?
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,***

I purchased a new Iphone 5s phone in July and bought the Lifeproof case from the Verizon store In January I started having problems with my phone and it was the case I would hear buzzing and strange sounds when talkingwhen we took the phone out of the case this did not happen I'm on my 5th Lifeproof case and still having problems All I'm asking for is a refund and they will not allow that...they just want to keep sending my new cases Really...after cases I think you can see that there is a real problem The first cases that I got after putting the phone in the case the power button would not power down and the side buttons for the volume and vibrate would not work The 4th case I got in a different color because I thought that might be the problem with just the color...but not change the case did the same thing I took in phone back to Verizon and they even tried one of their cases in the store and it did the same thing So after fighting on the phone with them they said they would send me a different kind of case from the other and still when i'm talking I can hear buzzing sounds and loud tone sounds This is the most terrible Customer Service from anyone that I have ever received All I want is a refund so I can get a case that works!!!

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

Hello ***,
I am sorry that you haven't received your case for your replacementI have checked into our systems to see what happened and where the delay was coming fromAfter looking into your issue it appears that your case has been discontinued and we are unable to replace the case under
warranty any longerHowever, to move back towards positive news, I have found one brand new *** *** M Defender Series case in black here in the officeI will ship this directly from our Headquarters here, and with expedited shippingYou will receive an email with a tracking number letting you know that the item has been shipped, and you can track the products progress to you
Please let me know if you have any remaining questions
Sincerest regards,
***

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,***

Complaint: ***
I am rejecting this response because:
The company falsely advertises that their case will protect the phoneTheir old case workedTheir new case DOES NOT work
They should not be able to make claims that they do not back up!! They offer a replacement case?!?!? THE CASE DOES NOT WORK!! At the very least, they should refund my $90!!
I plan to escalate this to small claims court
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,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meI would like the Business to send me a replacement case (black) for the Phone that I own now, which is an *** * regular size.my address is: *** *** *** *** *** ** ***
Regards,
*** ***

Dear ***,Thanks for getting back in touch with usWe do apologize for any delays.We do hear your concernsThat said, we cannot assist with a damaged deviceWhile it does sound there was not anything particularly unusual about a teenager in a pool, there could have been other mitigating circumstances such as an undetected tear in the case, an error in installation or the water test not being properly administered that led to the case not offering optimal protection, just to name a few possibilitiesWhile we extensively test our cases, we cannot test for every possible set of events under every situation. As mentioned before, you may qualify for a third party refund on the caseWe just need some more information from you for that, as was specified in the previous reply.Please let us know if you have any questions.Best,Sarah

I bought my daughter an *** * and Lifeproof case to keep it safe last semesterI had to replace her case because the finger print seal came out this summerthe case I had bought her was in box and said Lifeproof and was packagedThe replacement came in a plastic bag this past August the bag was not closed and simply said "Made in China."
My daughter did the water test and placed the case on her phone and went back to school, in Montclair NJShe tried to use her phone briefly under water November 3rd or 4thWater got in her *** * and it is ruined, it wont come on and she said her friend had the exact same phone and Lifeproof case and he was able to record under water without issue! I called Lifeproof on the 5th of November and Nicole said Gary r*** was the President and CEO, so I wrote to himBu my daughter said the president and CEO I actually Jim P***How can a company not know who there president and CEO are and further more say that only the case is guarantee