Otter Products LLC

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

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,
*** ***

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,
*** ***

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

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

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

I called lifeproof because I got a case a week ago and it is coming apart already I was told they would change what case I had to one that did not have the rubber piece in the case were you charge the phone and now I'mBeing told they won't do it I do not want the same caseits just going to do the same thing after I was told they would switch me so I was happy with they product

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

On May 20, 2017, I ordered a LifeProof NUDD case from ***.comIt was delivered on May 22, and I promptly installed the case on my PhoneI have had zero issues with the case protecting the phone until today, June 8, when my phone was dropped from about feet onto the groundThe phone screen, while in the case, instantly shatteredAccording to the Lifeproof website, the case I ordered is is supposed to protect the phone from drops under feetWhile my situation was well under that claim, the phone screen should not have shattered instantly

All of our cases come with a limited one year warranty that replaces the case if it should become damagedWhen a case is damaged we do need you to file a warranty claim and provide all of the requested informationTo complete the claim we may need to collect things such as the style of case, the
serial number on the inside of the case and pictures of the caseIn addition to the information needed to verify your case we require a $shipping and handling feeWe do try to make an exception to waive this fee under certain circumstances however we have waived this fee several times for you in the last yearDue to the number of times the fee has been waived we are unable to offer this exception any longer. I do see that an incorrect email was sent to you stating that your order was on back order however I also see that we the explained the misunderstanding and stated what was needed to complete the claim in multiple emails between 10/31/and 11/4/Our Social Media team does as much to help via social media as possible however if the topics do not remain professional in manner we do have to take steps to stop those conversationsI will review all of the posts that were posted to our *** account to ensure that the appropriate actions were taken.We are willing to replace your case however we do need you to contact our warranty compliance department at ***This information was communicated to you on 11/4/

Hello ***,
I am very sorry to hear about the damage to your daughter's phone while inside a LifeProof case We do have our Limited Product Warranty on the LifeProof cases themselves that covers defects or damage to the case, but this warranty does not extend to devices If you were
registered properly under our Total Water Protection Program since the case was purchased at ***, we may be able to cover the water damage to the device, but we would need you to submit a repair request and pay the service fee on our website in order for us to determine if we are able to replace it or not If you did register your phone and case under this program, you may submit a repair request at the following website:
https://www.lifeproof.com/shop/twpp_us_en/checkout/onepage/***
At this point in time, I would be more than happy to replace your case free of charge under our Limited Product Warranty, but if you had registered your phone through the Total Water Protection Program and would like to seek a replacement phone under this program, we will need you to submit a repair request on our website If you were not registered under this program, we will not be able to replace the phone as it is 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 proceed with the warranty replacement, I will only need to know what color the case is, and I would need the serial number from the inside of each piece of the case
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,
***

Dear ***,Thanks for reaching out to usWe are sorry for any delays on that refund.We are indeed very happy to process that third party refund on the caseThe delay is due to the fact that we need some more information from youOur not receiving the information as requested will likely lead to
additional delaysWe so far only have a number of photos of the case, with no handwritten information. We need the following photos in a fairly specific format:1) Standard Warranty Case Photo, all parts, designs or patterns (if any) visible, handwritten name, current date and signature on a sheet of paper on the photo, and the serial number(s) from inside the case also written on that sheet of paper.2) Damaged Device Photo: We also need handwritten name and date on a sheet of paper in that photo. We are also happy to work with an invoice from your carrier showing you needed a repair/replacement, also with name and date written on a piece of paper placed in the photo.3) Purchase Receipt or invoice: this should show the case was purchased within the last months, what case was purchased, the item line/purchase cost of the case and name/address/phone number of the store, plus your handwritten name & current dateOnce we get these photos, and you can submit them through here, we are happy to process that refund for the case. Please let us know if you have any questions.***,Sarah

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,
***

Dear ***,Thanks for getting back to usWe do appreciate your letting us know about your experience and we apologize for any distress you have gone through over it.We do just want to reiterate that the LifeProof warranty is a limited warrantyI have included a link to our warranty page for the full explanation of the limited warranty:http://www.lifeproof.com/en/policies-and-warranties#LIMITED PRODUCT WARRANTYWe may be able to assist with a third party refund on the case itself, but the requirements are very specific, and all information needs to line in in an exact way for us to be able to process the refundTo do this, we would need a photo of the broken case, if possible with the broken device in the photo as well, a receipt showing that you needed a repair or replacement of the device itself, and an itemized receipt for the pur*** of the case, showing that the case was pur***d within a yearThis receipt generally does need to show the contact information for the retailer as well.Please let us know if you would like to give this a try and we can send instructions for how you can get that information to us. 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 meI am very appreciative of Revdex.com for your help and I thank Otter Box for their resolution on this matter
Regards,
*** ***

Dear ***,Thanks for letting us know of your concerns and we apologize for any continued distress this may have caused.First off, we do want to state that should you take legal action we can no longer assist you within the Customer Service Department.As stated before, the issue you are experiencing is determined to be a cosmetic issueAlso, per our limited warranty, we cannot assist with any issues with the device itself. Please let us know if you have any further questions or concerns.Best,***

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

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,
*** *** ***

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