Otter Products LLC

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

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

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot replace an item we have not manufactured. http://www.lifeproof.com/en/policies-and-warrantiesPlease look to LIMITED PRODUCT WARRANTY.Each LifeProof case that is purchased has an insert
that explains this limited warranty as wellAdditionally, the LifeProof case does not act as an insurance policy on the phone. We would be happy to replace your case through the warranty system, or we can instead get you that third party refund on the case, as we have already offeredPlease just reply to us from that email we sent you from your LifeProof incident.Please let us know if you have any questions.Best,***

Dear ***,Thanks for reaching out to usWe apologize for any delays.Per our limited warranty, we cannot assist with the deviceThis limited warranty is included in an insert that comes with every LifeProof case. Our cases do give you great waterproof protection, but there are some
extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protectionYou mention an opening in the front of the caseIt is also up to each consumer to check for possible defects, as we cannot assure the waterproof feature of the case if there are pre-existing rips or tears on the caseWe are not certain if you did do it, but it is critical that the waterproof test is done in all circumstances before installing the case as well. We do see we sent you a replacement casePlease do keep in touch with us if you have any issues with that replacement.Please let us know if you have any questions.Best,Sarah

All Lifeproof cases come with a warranty that allows us to replace the case should any damage or usability issue ariseIt does sound like there may be any issue with your case covering the audio ports, which may cause muffling or even blockage of soundIf you would like, any of our customer
service agents would be able to assist you with processing a warranty to replace over the phoneWe have tried to find any claims that were started with your email address and have not been able to locate anything. In regards to a refund being provided Lifeproof, it must fall under our return policyLifeproof is only able to accept returns for refund within days of the original purchase date and only if the product was purchased directly from lifeproof.comFor any additional cost spent, Lifeproof would be unable to provide ***mbursement

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,***

Dear ***,Thanks for reaching out to us and sorry for any delays.We do hear how distressing this has been for you and appreciate the passion of your argumentThat said, the issue is that there are so many things that may go awry in the use of the LifeProof case that it is impossible to determine how the failure may have happenedA split second of oversight that there was a slight tear in the case before entering water, a failure to water tests on a regular basis, or a plug left slightly open but unnoticed are just some of the scenarios that may unfold. We are always happy to stand by our limited product warrantyWe are unable to assist with the device, or assist any further on this particular claim.We are happy to answer any questions you may have. Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is explained in our limited warranty statement on our website, and is also stated on an insert that comes with each LifeProof caseYou can read our limited warranty
statement here:https://www.lifeproof.com/en-us/warranty-full.htmlIn short, the warranty does not extend to the device and the case does not act as an insurance policy on the deviceWe do extensive testing on our casesThat said, we cannot be there for every moment in the life of the case and the phone to assure such things as if water tests and regular checks were done correctly. I do see we did offer you a third party refund on the case itself, pending you might be able to find the receiptIf you cannot find the receipt, we are happy to send you any two non-battery cases of your choiceThis offer is good for one year, and we will not charge you the shipping and handling fee.Please let us know if you have any questions.Best,Sarah

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

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 ***.Thanks for reaching out to us and sorry for any distress you have experienced. Per our limited warranty, we cannot assist with the deviceOur cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances
result in the case not offering maximum protection, including, but not limited to, the installation not being correctly done, plugs not being properly closed or a slight rip not being detected just before getting into water. We have already offered you a check refund on the cost of the caseThat offer stands. Please let us know if you have any questions.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

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,
***

I have been unable to contact Otter box to request a warranty exchange for my defective Otter Box Defender case for *Phone * since December 28, I have tried to request the warranty exchange using otterbox.com online warranty claim tool but the webpage doesn't work at all and just kick me back to the beginning of the processAlso I have tried to contact them over the phone times on January 2, and but I was on hold for over minutes and had to hang up because nobody ever answered my callMy last attempt to contact Otter box was by using the online email contact tool on January but that also didn't worked and took be back to the blank contact pageMy otter box case was purchased on March 8, on *** and is still under warranty but it has been impossible to contact anyone or use the online tool to request an exchange under the manufacturers warranty

We do see that a warranty claim was started on 11/6/and that a LifeProof Limited Warranty email was sent was to explain what our warranty does coverUnder our warranty, we do not cover devices and are only able to warranty the products that we manufactureWith all of our
warranties, we provide a product for product replacement and send out the same color unless the color has been discontinued. We would be more than able to assist you with any warranty claims and discuss any additional options by contacting our customer service at ***

Dear ***,Thanks for reaching out to us and sorry for any delays.We are not seeing any previous incidents of your having contacted usPerhaps it was under another set of contact information? Please let us know if this might be the situationIn the meanwhile, we have created a new incident with
this information.Per our limited warranty, we are unable to help with devicesYou can read about that here:https://www.lifeproof.com/en-us/global-warranty.htmlOur cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protectionSince we cannot be there for every moment in the life of the case and the device, we can't know if there wasn't an unplugged seal or an incorrectly applied water test, to name a couple of possibilitiesPlease note we do not state anywhere that we guarantee that your device will never suffer damage. We are very happy to get you any non-battery case you likeIn addition to that, we are even happy to waive the shipping and handling fee. Just let us know which case you would like and we will send it out right away.Please let us know if you have any questions.Best,***

We stand by our product by providing replacements when our product is damagedThis does not extend to the device as per our Limited Warranty, found at (http://www.otterbox.com/en-us/warranty-full.html)We would still be happy to replace your case, if you would give us a call at 1-855-*** we can make a one time exception to waive our shipping and handling fee to get you out a brand new case

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to help out with devicesWe also stress that oleophobic coating is a feature that may be affected by a number of factors (such as solvents or elements overall)We appreciate your
sending us those links, but bear in mind that there is much biased information that one may find out there, and we urge you do broader research into lipophobicity and oleophobic coatings to get a balanced overview of this featureAt any rate, we recognize this issue to be cosmetic only, and not an issue that compromises the functionality of the device. It is unfortunate you are not able to get the Target receiptFinance requires this for case refundsIf you do chance to find it, we are happy to do that refund on your caseShort of that, while we are seeing this was not something of interest to you, we are happy to get you any case you like (aside from a battery case)We have everything we need to send that to you. Please let us know if you have any questions.Best,Sarah

I purchased my 1st life proof case for my *** * for my trip to NicaraguaOnce I get in 4ft of water and try to take a photo my phone automatically shuts offI had to put it in a bowl of rice and when it finally turned back on there was water damage to the screen, the speaker function didn't work, my home button no longer worked, the phone no longer vibrated and the volume for the ringer doesn't workI reached out to LifeProof only for them to tell me they guarantee the case and not the phoneIf you guarantee your product then that guarantee should cover the phone as wellBut no, according to them they are not responsibleLost me as a costumer and I will go out of my way to warn others to stay away from this product that is not water proof or water resistant