Otter Products LLC

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

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

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!!!

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

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 ***,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

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

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 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

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,
*** ***

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,
*** ***

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,
*** ***

***, 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

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!!!

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,
*** ***

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

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

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,
*** ***

***, 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

*** ***, 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