Otter Products LLC

Lifeproof phone cases are advertised as waterproofThe phone is advertised as warranted if it takes on water while in the lifeproof caseEven though the case was faulty becuase a seal failed, the company will not honor its advertisments of a warranted product, and only offers to replace the case not the phone that was damaged

Complaint: ***
I am rejecting this response because:
Regards,
*** ***im not total understanding your warranty because ur company advertised that your case is waterproof that would be advertisement an leading us as customers on to but a product that is not fix or rightAs a company y'all supposed to stand behind ur productsNow I need something more to be doneI have to pay deductible an buy a new case what is this company willing to do to make it right with me as a customer

Complaint: ***
I am rejecting this response because: this is unacceptable If you advertise something as LIFEPROOF I anticipate it living up to its name
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I do not want these cases!! After the way I have been treated I will never use another LifeProofThere has to be a way for them to refund my order, I don't have the casesI understand they can resend the cases but I do not want the cases at this pointWhat should I do next?! Despite the charge with my credit card company?!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I don't want another of your cases - different or notYou don't stand behind your product and it's faultyA hinge made of such thin plastic doesn't last more than a few monthsSo I went to *** where I bought the case, spoke with them about your response, and they issued a refund because they stand behind the items they sellI don't need anything more
Regards,
*** ***

My wife and I switched cell phone services to ***While we did that, we bought otterbox cases (for each phone)
Recently, my wife put her phone, which was inside the phone case she bought, under her arm while walking through the parking lotAs she was walking, she dropped the phoneThe front of the phone shatteredThe corners of the phone cracked and the back side of the phone broke as well
We went to *** and were told it would cost $$for a new phone replacement, even though we have insurance on the phone
I contacted otterbox about the product and I was told they would replace the phone case but not the phone and it wasnt there problem
Why did I spend $on phone cases to protect my phone, but then have the company not comply with their own warranty?
I want my phone replaced since I spent my money on their case and it still cracked

Dear ***,Thanks for getting back to us and sorry for any delays.We do appreciate your letting us know a little more about your chat with MelissaIt gives us a bit more of a reference pointI don't have access to chat transcripts, and I'm still not finding an incident, but it is useful to know and we appreciate your effortsAnother issue is that your physical address is giving us an error message, so if you could just verify that is a good address in case we do need to send you anything.We are not so concerned that you don't see damage to your case: if the case was on a phone that suffered damage, we are eager to send you a replacement on the caseI am even willing to offer both a case replacement and a refund on the case, though we never do that, but we must have all the requested information, especially the receiptOur fiance department could actually get in trouble in an IRS audit if we don't have that. My updated offer, if you may be able to get the receipt, is to send you both a warranty on the case AND a refund on the case, provided all the requested information is providedIf we can't get the receipt but can get the other two pieces of information (photo of case, photo of damaged device) we are happy to get you any case you like (aside from our battery case)That means you can get a case from anything from phone to tablet device.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.Per out limited warranty, we are unable to assist with devicesThis is explained in an insert that comes with each LifeProof case, and is also explained on our websiteAdditionally, there is a link on many of our packages (on the
bottom flap of the box) that goes to that section of our website that explains the limited warranty.Here is that link:https://www.lifeproof.com/en-us/warranty-claimIt is really important for customers to inspect their cases before each and every use, especially if contact with water is anticipatedWe do make a great waterproof case, but we cannot account for rips and tears that may occur in the life of the case, and we cannot give any assurance that a case will remain waterproof if there is damage to the case itself. We do see that you have been sent a replacement case and that you were not interested in pursuing a third party refund on the caseAt this point in time, we will not be able to take any further action on your concern, though we are happy to keep an eye on that package to make sure it gets to you in a reasonable time-frame. Please let us know if you have any questions.Best,Sarah

I had a lifeproof case that I registered when I bought itThe case passed the water test and I put it on my phoneIve had it a few months and the case leaked when I used it yesterday and completely waterlogged my phone, even though it was used as directedI called lifeproof and they cant find proof of my registration and therefor wont do anythingI cant locate my registration card due to a recent PCS across the country and a few missing boxes from the moveNow Im out the cost of a phone that was supposed to be protected by a case with a warranty that isn't being honored

I bought Lifeproof Nuud cases for iPhone 6, iPhone 6S and iPhone 6S + through *** (the seller information indicated Lifeproof) It was advertised both on *** and on the Lifeproof website as Waterproof 2m Lifeproof website (https://www.lifeproof.com/en-us/policies-and-warranty.html)also indicates that Lifeproof will replace the case as well as the device However, when I called today because one of the phone dropped into the water, less than 2m and for less than minutes, Lifeproof would not replace the device as stated in their terms and condition I also alerted Lifeproof that the case they shipped me when the original was destroyed did not have a water protection registration card So I am concluding that they are fraudulently advertising their Lifeproof Nuud product and they cheated me out of the registration card

Complaint: ***
I am rejecting this response because:There are two separate successful charges on my bank statement which I am attaching a copy of
Regards,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any distress this may have caused.In regards to the photo of the device, we are not sure what you mean by your questionIf the scratches are hard to see, just play around with the lighting to make it visibleIf you mean that the only camera you have is the one on your phone, you may need to ask a friend or family member to assist you with the photos.We are unable to pay for the repair of the deviceWe do require an itemized purchase receipt (along with the pictures of the case and device) in order to cut a check for the refund of the caseWe are unable to process a check for this refund on the case in advance of receiving this information.We are extremely happy to refund your case if we can get the requested information. Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.We cannot do a refund on this caseThat said, I am able to offer that you can move into the *** *** *** Fre case due to the continued issues you are experiencingWe don't have an *** ** *** Nuud case yet, and the main
reason I am able to do this is that by moving you into the Fre, you automatically move into a case that works with both the * and **You will still have to pay the Shipping and Handling fee, and do know that once you move into the Fre, you cannot move back into the NuudWe will also not be able to move you into the Nuud when the ** *** Nuud case comes outBear in mind, as the warranty is strictly for the case you have in hand, this is a pretty big exceptionThe warranty is not generally for any kind of upgrade, but we can sometimes make a lateral move into a different series. Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.Our TWPP department has also tried emailing you, and you can certainly look to that emailWe are sorry if the number on file is a number you cannot be reached atPlease be advised that we are doing everything we can to accommodate your situationWe are extending this out until 8/3/so we can reach youYou can definitely clarify the time frames with themThere should not be an issue with trying to reach them at 877-394-While we do hear you are a very busy person, it sounds like this may be the best plan, especially if you are worried they have a number that does not workI never have to wait longer than five minutes to speak with themPlease have all of your contact information ready to go.Please let us know if you have any questions.We thank you again for your patience on the matter. Best,Sarah

Dear ***,I am very sorry to hear that your case did not perform as expectedWhile we are not able to repair or replace your device, we would be happy to refund the original purchase price of your caseTo complete your refund, we will need the following documentation: 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• 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 reply to this email with any additional questions or concerns, or with the necessary documentsWe can only accept JPEG and PNG filesThank you!Stephanie

After reviewing your phone call from the 5th of March, you were informed that you would be receiving an email from a separate department here, and that they will help with collecting additional information to continue with your warranty claimAfter disconnecting the phone call, an email
informing you that we were denying your claim was sent out. This denial is temporary, and you do have a chance to change the review. Contact the relevant department at *** in order to inquire about the necessary validation of ownership and damageAny additional questions can also be routed through the same emailYou can expect to receive a response from our warranty compliance department within hours

I am completely stressed over the advertisement that has taken place for the product I have receivedI have called into customer service to explain my frustration on how the advertisement was very misleading and has caused me extreme stress levelsI spoke to a supervisor who hung up not only once but twice because she did not want to send me to upper managementI am mentally drained and completely stressed over all the horrible customer service and the guarantee that was given to meAlexis the supervisor advised me that the protection was not 100% but does not state that anywhere on the manual given to at the time of purchaseThe stress level has caused me great distress

Dear ***,Thanks for reaching out to us and sorry for any delays.We did go ahead and take that $off your order (***) due to the distress you have experiencedBear in mind, we do not usually do price matching or rain checks or any kind and we will not be able to do this againThat
refund will show up on your card in about 5-business daysThe reference is ***.Please let us know if you have any questions. Best,Sarah

I recently bought two *Phone X FRE cases, which according to the Lifeproof website should withstand a drop from up to metersI used the case for days before the back of the device cracked completelyThe drop was nowhere near the meter (6ft) dropWhen I contacted the company directly to file a claim for the damages on the device I was told by an agent that warranty only covers the actual case and not the deviceSo, I questioned the agent asking that what they're advertising is the protection of the case to the case and not the actual deviceThe agent only stated the case offers a layer of protection, but as I told the agent their website is very misleadingThey should state that their protection covers only the case and not the content of the case in a place such as the customer can be completely aware before they make such purchasesThe company should state in large wording that devices are not protected, even though a protective phone case should be protective of the dev

Dear ***,Thanks for reaching out to us and sorry for any distress you may have experienced. Per our limited warranty, we cannot assist with your deviceThis is stated on our website:https://www.lifeproof.com/en-us/warranty-full.htmlThere is also an insert that comes with each LifeProof
package that explains this, as well as a link on the bottom tab of the package that leads to the above limited warranty web page. To clarify: the case does not act as an insurance policy, nor does the warranty coverage extend to the caseAdditionally, there is simply no case out there that 100% assures that you will never experience damage to your deviceThere is no implicit or explicit promise anywhere that our cases will absolutely prevent you from experiencing damage to your deviceThe important thing to keep in mind, is that while we do test our cases extensively, once they leave our doors, we are unable to trace every second in the journey of the phone and the case, and it is impossible to know what additional falls, scrapes, taps or scuffs the case and phone may have experienced, or even if there was undetected pre-existing damage to the device before the case was installedThere are instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. We do have everything in place to process a credit refund on your casePlease let us know if you will accept this resolution and we will be happy to push that through.Please let us know if you have any questions.Best,Sarah