Otter Products LLC

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

Dear ***, Thanks for reaching out to us and sorry for any delays.We have looked into your issue further and determined that as long as you are using authentic EarPods that came with your ***, along with your LifeProof case, the volume controls should still work, as long as this is for
general useWe do see we sent you the GUHA and not the swim adapter, which does not have the same functionalitiesWe are happy to send you two or three of these GUHAs (***) so you can test your issue furtherWe do ask you absolutely assure these are installed correctly and that you have absolutely verified you are using authentic Apple EarPods, as we cannot assure the compatibility of our product with third party productsWe are too far outside of purchase (half a year) to process a refund, and are unclear why we were not alerted earlier to the issueWe can sometimes offer a little wiggle room on a return (a week or two) but we cannot make an exception at the half year mark.Please let us know if you would like us to send you those GUHAs and if you have any further questions.Best,Sarah

Dear ***,Thanks for reaching out to usWe apologize this has been a distressing experience for you.We do want to re-iterate that we are unable to assist with your deviceThe LifeProof case does not act as insurance, and we cannot warranty something we have not manufacturedI would be
happy to send you a link to the Limited Warranty text on our website if you like. Additionally, we want to apologize for any confusion around the Total Water Protection ProgramIt probably should not have been presented as it wasTWPP is only available through *** as it is essentially a ***-exclusive product, and always has been. Lastly, we want to apologize if you feel you had been treated rudely in any way over the phoneOur managers are highly trained and precise about what we can and cannot offer to customersWe are unable to replace devices in any way, under any circumstanceOur stating this is not meant in a disrespectful wayIt is simply not something we can offerNo one you would speak to over the phone would be able to give you a different answer. It does look like we were able to send you a warranty replacementPlease let us know through the incident if there is any difficulty with receiving that. Please let us know if you have any questions.Best,***

Complaint: ***
I am rejecting this response because: there will remain countless unwitting consumers mislead by the wording on the packagingI do believe it is called truth in advertisingI am considering small claims courtI realoze it is not a large sum of momey but it is principle at this point.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I will clarify once again for you Lifeproof, because of the so called "waterproof" case I bought from you I have a broken phoneI do my care if it is in your policy to not pay for phones that are broken due to your poorly made productIt is immoral and frankly a shady business practice to guarantee a phone will stay dry and when it fails you do not compensate the consumer due to your awfully made and poorly designed productI will ask again that you provide me with a new phone that was broken on your terms or give me compensation for a new phoneI will take this as far as I need toI am extremely angered by the way you have chose to handle the situation in which it is your fault to the fullest extentThis is not my fault what so ever, I don't understand why I would have to pay for something that is not my faultThe ball is in your court, choose how to proceed or I will for you
Regards,
*** ***

With all warranties placed directly on our website, we ask our customers to contact us by phone should you not receive any confirmation of the warranty order within minutesWe do this to ensure that the order was placed successfully and is moving within our systemIf you
would like to contact our customer service at ***, we would be more than able to assist in processing a warranty claim

Complaint: ***
I am rejecting this response because:
Regards,
*** *** Life proof has send me in different occasions the wrong phone which by the way they knew since s I made the claim the very first time the it was register wrong for some reason every time I have send them back their equipment this past Friday the 9th day of September they send the right phone after I have make a complaint with the Revdex.com but only to find out that they send the wrong case for it this time , I try calling them but no answer I was on the phone for at least minutes at this point I really don't know what to do I'm really aggravated about this situation

Lifeproof stands behind all products that are manufactured by testing them before release and providing a warranty that allows us to replace the case should any damages to the case occurUnder our manufactures warranty, we can only provide coverage for products we manufactureLifeproof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than LifeproofAs for the color you were sent for your replacement case, we would be more than able to send out the correct color that you have by simply contacting our customer service department

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,***

All of our cases are water tested before leaving the factory to ensure that they are functioning correctlyWe do ask that a customer complete the water test upon receiving the product and at regular intervals throughout the life of the case to ensure that it continues to offer the proper protectionIf the case becomes damaged or stops functioning we are able to replace the case for up to one year after the date of purchaseGenerally we are able to extend the time frame for the warranty as long as we still have product availableIn this instance we would be able to replace the case with the same case or a different case and waive our standard shipping and handling fee

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

Complaint: ***
I am rejecting this response because: I have already informed Lifeproof of the manner and all they did is send me more faulty headphone jacks They do not work If they continue to send me faulty headphone jacks, that does not matter I do not want more faulty product, I want my money back because I paid $for something that doesn't work The problem is their product There are hundreds of reviews online that have the same exact problem.Also, I paid $for this product, but they offer it for $on *** How is that legal?
Regards,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any delays.While we apologize you have not been fully satisfied with the case, we simply don't do third party refunds.We do see that we have waived fees for you previously, but what I am able to offer is to get you any case you
like, aside from a battery case, just to help you outThis includes tablet casesAll we need to process that is the serial number off of your casePlease understand this is a really big exception, but we want to help you out the best we can. Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any continued distress this may have caused.Our cases do not act as insurance policies or warranties on the device, and there is simply no exception on thisThere are some pretty specific federal guidelines on warranties, and we strictly abide by themThese guidelines specify that manufacturer warranties are pretty strictly for the product that the manufacturer makesWe do see this is very upsetting for you, and we want to remind you that we absolutely stand by our offer to refund you on the cost of the case, so that you can get a little chunk of money backWe just need those three photos, as specified. Please let us know if you have any questions.Best,Sarah

We had a life proof case for a **He took the cover off of the phone and the glass on the phone was crackedWe called the company and they do not stand behind their products if they do not work like they are advertised to doIf the phone gets wet while in the case or breaks, they do not cover itSo we paid $for a case that is supposed to protect our device, but failed to do so

All of our cases come with a limited one year warranty that covers any damage to the caseIf the case should become damaged or stop functioning we are able to replace the case for up to one year after the original date of purchase In order for a case to leave our factories it must
successfully pass a water testWe ask that upon receiving the case and at regular intervals throughout the life of the case a customer complete the water test to ensure that it is functioning correctly. While our cases are an additional layer of protection they are not a guarantee that a device will never become damagedWe are able to replace the case for you with a case of your choice but will be unable to offer any compensation for the device itself

Dear ***,Thanks for letting us know about the distress you have experienced and sorry for any delays on this issue.We are seeing that an RMA was successfully set up this morningPlease let us know if you need further instructions regarding the RMA process, or if you have not received the shipping
labelI have even removed the freight charges on that RMA due to the damage on those cases. Please let us know if you have any questions.Best,***

Complaint: *** I am rejecting this response because: I really find it amazing that all along the problem was on your endThe confirmation email your company sent out did not provide an ID numberTherefore, we could not give you oneYour people on multiple occasions could not find the account and it took my time and continual effort to make sure the registration was finally foundWhy was it not found in the beginning? I have already filled a claim and a phone was sentUnfortunately it is not the space gray, which the original phone wasIt is a rose color which my son is not acceptingThe phone will be sent back for the correct colorNow to top off that off, your company has charged me $to replace the phoneI would like the $reimbursed because the error was on your side of the house, since the phone was registered correctly and since it has taken three plus months to correct the issueRegards, *** ***

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