Otter Products LLC

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,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any delays.Please do understand that "drop proof" is not, and should not be interpreted as, a guarantee that a device will never breakIt is impossible to make that promiseAdditionally we can't be there for every moment of the case and device to rule out there were not possibly a string of small factors (e.gsmall drops, key scratches, unusual environmental conditions) that ultimately led to the case and device breaking. That said, we are willing to help you out a bit more by offering a refund on the cost of your caseThis 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 (If your phone was water damaged, then we will need documentation of that specific damage)• 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 let us know if you have any questions.Best,Sarah

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

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 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

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 distress you may be experiencing. Per our limited warranty, we are unable to assist with devicesPlease note that each LifeProof case has an insert that states thisAdditionally, most of our packages have a link on the bottom to the
place on our website that explains this limited warranty. Here is that link:https://www.lifeproof.com/en-us/warranty-full.htmlThere is no case out there that 100% assures you will never have damage to your deviceThe case is meant to give you extra, added protection, but there are certain falls at certain angles that still may result in a damaged device.We are still happy to get you a refund on your caseWhat we need is the following: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 (If your phone was water damaged, then we will need documentation of that specific damage)• 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 let us know if you have any questions.Best,Sarah

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello ***,
I sincerely apologize for the inconvenience and delay regarding your TWPP claim After reviewing your claim and speaking with someone directly in our TWPP department, it looks like it was approved and they are expecting the replacement device to be sent out today With
that being said, it will be set for expedited shipping, and you should receive your new device early next week I'm sorry that this has taken so long, but at this point in time, it looks like your claim should be resolved, and the new phone should be on its way to you before the end of the day If you have any other questions at all, please let me know
Best Regards,
***

Autre box cell phone cases come with a guarantee that there will be no damage to your phone if you use their productsI purchased my phone in January and have had it consistently in the OtterBox case I still have the original packaging to that case is wellWhen I contacted OtterBox to help me because when my phone was in my case my son dropped it less than feet and my butt hole back screen shatteredThere are scratches on the cell phone case and everything and my main screen was fine but the back of my phone broke because I have an *Phone * which is why I bought an OtterBox case to make sure it was completely protectedWhen I contacted them and told them the specifics all they said was that their warranty covered if the case is damaged not the phoneYet any store you go to it doesn’t matter if it’s a *** *** *** *** *** *** all tell you that it guarantees that there will be no damage to the phone at all and that is what OtterBox offersFor me it wasn’t this wayI

Otterbox lists on their site that they protect against drop, dust and other forms of typical phone damagesMy case failed to protect my phone from dust as well as damage when it had fallen off my hip clip while going to catch a busMy family said they had found it near the intersection with the
case no longer on the phoneI have not even had the case or the phone for a year yet when this damage occurred

Complaint: ***
I am rejecting this response because:
the company advertises their product is "waterproof" and "lifeproof"clearly they are aware it is neither. The LifeProof case we bought did not protect the phone as it was advertisedThe incident was not some "some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection.". A teenager jumped into a pool. Their current advertisement on line shows a man being pulled behind a boat-clearly over water (getting "air") -with the caption " Independence Day". They advertise extreme, but in their response to me they state their product will not protect a phone from a teenager jumping into a pool.Their advertising is intentionally misleading and falseI expect them to have to change their current and future advertising practices and to publically acknowledge the product is not "waterproof" or "lifeproof"
Regards,
*** *** ***

We do put the information for pending charges on our website, please follow the link below to see itThe funds have been reversed in our system and we do ask that you contact your financial institution if you are still seeing them on your accountThe number of pending charges placed on an account is directly related to the number of times the order was attemptedFor this reason some customers may not see any additional pending charges while others have the potential to see multipleI will suggest to the web team that the information about pending charges be put in a more prominent location when an order is being placed. http://www.otterbox.com/en-us/faqs.html

Hello ***,
I am very sorry to hear about the damage to your two phones while inside of a LifeProof case. Under our Limited Product Warranty, we are always happy to replace a damaged or defective case free of charge, however, this warranty does not extend to devices
Due to the fact that there are too many factors that are out of our control, and also since we do not manufacture the device itself, we unfortunately are unable to cover damage to a device that was inside one of our cases. It is also stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product under any circumstances. If you would like to read our warranty in full, you may do so at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
Once again, we would be happy to replace the case under our warranty for you, we will just need the serial number from the inside of each piece of the case in order to do so. I apologize for the inconvenience, but if you have any other questions, please let me know.
Best Regards,
***

Hello ***,
I am sorry to hear that your son's phone fell and broke while inside the Lifeproof caseUnder the warranty I am more than happy to replace the case free of charge, however I am not able to assist with the device itselfOur Limited Product Warranty is set up to replace damaged or
defective products produced by Lifeproof onlyThis means any product not manufactured by Lifeproof, i.eyour phone, cannot be replaced by us nor can we reimburse any costs associated with the deviceOur warranty is stated both in the booklet that came with the case, and a detailed warranty description can be found on our websitePlease see the link below for the detailed Limited Product Warranty
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
We do advertise our cases to withstand falls from feet, and that our cases are graded to a military specificationWe are able to use this wording and as we have passed industry standards for military spec and the drop height we advertiseIt is rare when a phone falls and the screen breaks, but despite it's rarity we are still unable to assist with the deviceWhat I can do for you is replace the case free of charge under our Limited Product WarrantyIn order to assist with the warranty replacement I will simply need the case serial numbers and the case colorOnce I have that information I can move forward with your warranty case
Sincerest regards,
***

I purchased an Otterbox for my *** ** years ago and it was advertised as "Lifetime Warranty"My Otterbox needs replacing, the rubber falls off and the plastic clips that hold the otterbox together have all broken from regular wear and tear I see now that Otterbox has changed their warranty to only year I decided to call them and see if I could get a new one and the lady one the phone said they no longer make the Otterbox for my phone
I informed her that Otterbox has them for sale on *** for $and they should back their lifetime warranty She declined to honor the Otterbox warranty

I bought my wife and I a phone cases it was about months into having them when we noticed them falling apart the volume up and down button does not work the lock button does not work when you take it apart the black O ring around the the back side inside of the case is coming outVary easy to nick a hole in the screen protection cover.Being a life proof case should really stand for for something for the money I spentI over look outta box when we got our new phones and went with life proof thinking it was a better phone caseThat is not the case here I would like a refund or replacementThis is advertisement in being (LIFE PROOF)Should be could less them months proof

With our year limited warranty, we are only able to replace the product in which we manufactureSpecifically, the language in our Limited Warranty which pertains to this specific inquiry can be found at https://www.otterbox.com/en-us/warranty-full.htmlUnfortunately, our warranty does not
extend to the device inside of the casePlease give us a call at *** and we would gladly replace your case under warranty

I ordered an Otterbox from this company and did not receive my purchased itemI then notified the company of the situation and requested a refund since I just bought it locally instead after realizingThey refused me a refund as they said they needed original packaging and product which I never gotThey instead offered me a replacement case as a resultI was at first okay with this, but now realizing I can't return the one I bought from store, so I'm going to be stuck with cases, in which only one I needMy order number is ***This has been a bad experience and I'm really just frustrated at this point

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meI am very appreciative of Revdex.com for your help and I thank Otter Box for their resolution on this matter
Regards,
*** ***