Otter Products LLC

***,
I am sorry to hear about the damage to your deviceI understand that this is a frustrating situation and I apologize for any inconvenienceWe are only able to warranty the products that we manufactureBecause we do not manufacture your device we are not able to cover it under our
warrantyWe would be happy to replace your case under warranty, or if you can provide valid proof of purchase I would be willing to refund you for the purchase price of the case as well as replace it under the warrantyIf you would like to take a look at our warranty policy it can be viewed in the link belowPlease let me know how you would like to proceed
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
***

Dear ***,Thanks for reaching out to us and sorry for any concerns. It sounds like we spoke with your wife earlier, and we want to reiterate what we told her: even though you are concerned that your case color is not showing up in the registration, it will be absolutely fine to pick an
alternate color, and we will change it on the back endWe are absolutely not trying to set up a situation where we will try to deny your claim because the colors don't matchThis is simply a temporary IT issue that we are working to resolveIn the meanwhile, we strongly encourage you to register for the TWPP program, as we see you have not done that yetTo summarize, the case color issue issue will not impact any claim you may have, as long as you do registerWe are also sending you a confirmation email explaining this in detail.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 me
If the item is not replaced as they have indicated I will re-open the case or submit a second oneI would suggest the company include all pertinent information including hidden fees in their warranty statement
Regards,
*** ***

I purchased the Otterbox Defender Series from *** about a month ago (end of April), $And then I also purchased an Alpha Glass kit for the S9, $The case has some slight design flaws that are kind of unavoidable with the design of the curved screen, but my primary issue is with the Alpha GlassWithin a week the Alpha Glass screen protector fell off multiple times and I was able to readjust it, I had a local *** store originally install it, alsoBut the adhesive must have been weaker after reapplication and it fell off again and againI purchased another Alpha Glass - $It stayed on for about a week, as soon as the phone gets warm the adhesive must become weak and the screen protector moves and in this case it became separated from the screen and broke offI called Otterbox and they replaced the Alpha Glass for me for free, which was appreciatedI again, had a cell phone retailer install it and two weeks later it comes off again - so I purchased ANOTHER Alph

Complaint: ***
I am rejecting this response because: Your advertisements claim that the product is warranted if it becomes damaged in the productIt does not say that only the case is warranted, because there would be no point to use the case as protection if only the case is warranted, that does no good for the phone that became damaged while in your product The advertisement of waterproof is misleadingI do not want another case because I will not be using your product anymore.
Regards,
*** ***

I purchased a phone case from a *** store on 4/27/About months after buying be case I noticed the rubber part of the case was falling offI contacted *** about a replacement and they instructed me to contact lifeproof the manufacturer for a replacement because they offer a year warrantyI finally got a replacement ordered on 8/and paid for shippingI the 24th of August I reached out to lifeproof again to find out the status of my replacement caseThey informed me that the shipment was lost in ***They then gave me the tracking number for the second shipmentThat was never processedI contacted them again and they said they would replace the case again this one timeI told them it’s ridiculous to wait a month that I just want to return the product and take my business to another company

Complaint: ***
I am rejecting this response because: I do not think it is good business practice to treat customers this way when they place their trust in a very expensive phone case only to be let downI definately will not be buying another case from otterboxUnless compensation is given
Regards,
*** ***

purchase a water proof case from this company and my phone got damage call the company made a claim paid the $deductible and a couple days I got a replacement phone which it was the wrong one call them back told them what the problem was and they promise to look into it and email me in a couple hrswhich it never happen so I call back a couple days later and I got someone else on the phone so I had to explain again and told me they will over night the right one which it took more days when I got it it was the wrong one again call back the same day and ever since then I been getting the same story over and over that they will look in to it but no call back or email this is been going on for more then a month now and no results im very aggravated and it seems that every one I have talk to does not care I hope that you can help me thanks

While we would gladly replace your case under warranty, we are unable to refund the cost of your device repairs or the cost of your caseThe only way we can refund your case is if you are within the day return period after purchasing the case directly from our website

All of our cases come with a limited one year warranty that covers the device but not the device inside of the caseBefore our cases leave our factory they are water tested to ensure that they are fully waterproofUpon receiving the case and at regular intervals throughout the life of the case we
ask that a water test be performed to ensure that the case is functioning correctlyIf the case is not functioning correctly or becomes damaged we are able to offer a replacement case. To receive warranties you simply need to complete our online form or give us a callWhen a warranty is sent it does not come in retail packaging and does state where it was manufacturedWe manufacture our cases in the United States, Mexico and China. While we are unable to offer any compensation for the device we are able to send you a replacement of your choice for this device or a different deviceWe would also be able to waive our standard shipping and handling fee of $

After reviewing this situation, it appears that the overnight shipping option did in fact take longer than our advertised next-day shipping after processing timeI will be issuing a refund for the $on shipping as *** did not fulfill their obligation to deliver your package in that timeThe
credit refund will take 3-business days to appear back in your account

Complaint:
I am rejecting this response because:Please read your response:
(Per our limited warranty, we cannot assist with damaged devicesWe do test our products extensively. There are still a wide variety of reasons a device may become damaged inside one of our cases, including, but not limited to: a water test not being done or not being done correctly, the plugs not being properly closed before contact with water, a case not being inspected for other slight rips or tears that may have occurred since the water test, or some other unprecedented string of events.)I am looking at the new lifeproof fre package as we speakThis package clearly shows an *** in a lifeproof case being submerged in waterAlso, on the front it clearly says waterproofOn the back it explains that EVERY CASE IS WATER TESTEDYour response contradicts the package details(a water test not being done or not being done correctly)This is advertisementHow can the package say "every case is water tested" and in the limited warranty it contradicts this statement? This product is clearly misleading to costumersI am seeking advisement of a lawyerRegards,
*** ***

Complaint: ***
I am rejecting this response because:My concern has not been addressedThere was Withdrawls from my Checking account totaling $to pre-order a case that costs $I know that the other will eventually be droppedHowever till then I do not have access to the $for several days, and being that I live paycheck to paycheck that is a huge inconvenience to meSo my complaint is that your company withheld an extra $without permission from meHow are you going to fix that for future customers like myself?
Regards,
*** ***

Product portends to protect a phone from water damage It failed, phone destroyed, Lifeproof more than willing to send me a new case...really? If I had bought a helmet that was supposed to help me and failed, I would have brain damage What good would a new helmet do me? I am appalled that companies that promote their products to protect other, more expensive products, are not held accountable when they fail Lifeproof (aka Otter) is a smear on the name of Otters everywhere

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to replace devicesThis is explained in our Limited Warranty statement, here:https://www.otterbox.com/en-us/warranty-full.htmlWe were unable to find any recent incident, so we set a new one up:
incident ***.We are happy to send you any non-battery case you like to help you outWe are also happy to waive the fee for that on a one-time basisPlease let us know what case you would like and we will be happy to send that to you.Please let us know if you have any questions.Best,Sarah

LifeProof Nuud is falsely advertising this *Phone device case as being waterproof to 2M for one hourThe box the case arrived in shows the encased phone submerged one-half in water! We received this case and did the directed testing with the dummy phone provided then tried the actual phone in 1-feet of water for one photo, for seconds, and the iPhone was ruined! We then called the company to make a claim and they said they would only replace the case if it was defective, not the device! The case is in the same shape that it was when we took it out of the box with no cracks or visible infractionsThis company is knowingly fraudulently advertising this case as waterproof and should be shut down immediately to protect trusting consumers, pleaseThank you so much

This claim involves both Lifeproof and *** ***, which I am a long time cumster with both companies I contacted Lifeproof customer service with the following email..."II am a LONG time customer and I experienced water damage on my new *** ** *** on 5/30/I was out of town ( have hotel receipt to prove) and I had to immediately get a new phone as I have multiple business that I am a controller for and couldn't wait on anything, plus *** rep informed me incorrectly, which I am very upset aboutThey just wanted me to buy a new phone, which it was completely covered in your warrantyI purchased my *** ** *** case on 7/20/(have receipt) and submitted a registration, however, I am not able to bring up this registrationI always register all my LifeProof cases (you can tell in all my prior history with you as I have had to submit claims in the past for my other cases)This is the only time I have experienced water damage and my device is VERY expensiveThi

I purchased a product called "LifeProof" that guarantees water protection for an hour up to feetMy phone got wet for seconds and the case offered zero protection, ultimately leading me to have to replace the phone

Complaint: ***
I am rejecting this response because:I feel I was lied too, and am being treated unfairlyI was told I would receive a case, mistake or not it should be honoredWhy have dishonest people work for your company?
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the case is labeled as shock proof
Regards,
*** ***