Otter Products LLC

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 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

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

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,
***

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 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

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

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

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

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

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

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

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 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

I bought a new iPhone and LifeProof case in August The LifeProof case failed to protect my phoneI filed a claim through LifeProof - Contract #*** - and they replaced my brand-new phone with a defective refurbished one I notice the battery was draining pretty quick, but didn't think much of it This "new" replacement was received in October It's been about days - and although the phone looks just fine, since receiving the phone, the battery life of the phone has quickly diminished to almost not holding a charge at all I emailed the company about this about a month prior with no response I sent another email last night and received this response
"Unfortunately under the Terms and Conditions of your Total Water Protection coverage you are eligible for only one replacement device and LifeProof case, so we will not be able to file an additional claimWe apologize for this inconvenience."
I am not asking them for another replacement - I'm requesting a repl

I paid $for a phone case that is supposed to be the bestThis life proof case for my droid turbo makes horrible vibrating noises making it nearly impossible to complete a phone callThese noises can be heard on both ends of the call!

I purchased a Lifeproof FRE for my *** ** *** when I upgraded my phone at ***I purchased the case for a lot of reasons, but mostly because I have an active lifestyleI wanted to make sure my very expensive *** was covered from dirt, water, snow and dropsI ran into a problem, I went into a salt water pool, I dropped my phone in the pool went and got it from the deep end, come to find out the Lifeproof case failed, got my *** soaked so it stopped working! I submitted a claim about a month or so ago, they approved my claim, I sent what I needed back to the companyA month later from the claim date, this company sent me an email stating "You have been charged this amount because we have not received the defective device and LifeProof case, or because your defective products were received at our service provider and it was determined you provided incorrect information when you filed your service request or your claim was otherwise found to be invalid." I was charged $

I purchased otter boxs for my phones and other devices because they have a LIFETIME warrantyWell I called to have one replaced and was told it is to old so no warrantySo I would like my complete purchase price refunded so I can purchase a case that will not advertise a LIFETIME warranty

Complaint: ***
I am rejecting this response because:
It is crap!
Regards,
*** ***

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 ***