Otter Products LLC

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

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

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

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

I have called Otterbox now four times in an effort to resolve an issue with a broken belt clip on a phone holster for my *Phone ***In the first conversation, I was advised that they'd be happy to replace this case, as well as my personal phone case for my *** **, as it came up in conversation when we were discussing damagesThe lady asked me for the serial number for the case, located inside the case, and I advised I would not be able to provide that at this time as I was in the field, and did not want to risk damaging the phoneI asked her to please send me an email, to which I would reply with the information requested, and that I would gladly accept the delay in processing due to this issue
The discussion drug on for several minutes while I needed to get back to work, so I finally had to hang up
I called back this evening to follow up on the email, and the first woman I spoke with (second call) hung up on meIn the third phone call, the woman took m information, and

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,
*** ***

Complaint: ***
I am rejecting this response because: I have yet to receive any form of compensation for the damage to my wife's phone. The customer service representatives for this company are beyond rude and lack a sense of what it means to help customers. They go out of their way to put the blame on the customer instead of accepting the fact that their product simply did not do it's intended purposeIf the company is going to back pedal and say that their case isn't 100% effective all the time then they shouldn't market it as suchWhat ever happened to the expression "The customer is always right"?
Regards,
*** ***

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,
*** ***

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 was specifically told by Best Buy in Cincinnati oh, that if my device were to break inside of this case it would be replaced, I guess that was just a lie allowed by your company to convince customers to spend absurd amounts of money on garbage casesAnd like I have said the case IS NOT broken, so why would a replacement make me happy?
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

For any Otterbox case that is not working correctly, we recommend you process a warranty with us to have the case replacedOur customer service department would be more than able to assist with your warranty claim over the phone or from our website Otterbox.comIf you are wanting to process the
warranty from our website, we recommend that you reach out to our customer service over the phone should you not receive any confirmation after minutes

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThe warranty does not extend to the device, and the case is not an insurance policy on the deviceFeel free to read up on our limited warranty on our
website:https://www.otterbox.com/en-us/warranty-full.htmlIt looks like we did offer you a refund on the caseWe are still happy to see if we can do thisHere is what we need: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 date Please let us know if you have any questions.Best,Sarah

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 $

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,
*** ***

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

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

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

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,
*** ***

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