Otter Products LLC

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

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

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, *** ***

Purchased a LifeProof, water resistant, phone case, through third-party retailer (*** ***)LifeProof product deemed to be defective by retailer and manufacturerManufacturer offers year warranty against workmanship and defects, and product is within said timeframeManufacturer offered full refund for phone case; however states no responsibility for replacing damaged deviceManufacturer states that an extended warranty plan must be purchased within days of original product purchase in order to cover device replacement; although, this information is not available to consumers within their product packaging or enclosed warranty informationLifeProof customer services representatives become very confrontational when provided with this information, further stating that it is, indeed, included within the products packagingTo further confirm the fact that it is not included, I have visited three authorized *** retailers, and have opened + packages, of LifeProof's w

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,
*** ***

I purchased a Lifeproof 5C FRE series *** caseI purchased the items solely for the Lifeproof "Four Proof" protection; Water, Dirt, Snow, and DropA video on their website shows individuals purposely jumping into a lake/water, demonstrating their Four Proof protection for waterThe purchase was made on January 18th 2016, and installed upon delivery on January I closely followed installation instructions
On July 2016, my phone was in it's case in my pocket then accidentally submerged in pool water less than foot for less than secondsThe Four Proof protection was relating to water and Lifeproof only wishes to reimburse me for the faulty product, not the damage to my *** cause by their statements

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,***

Dear ***,Thanks for getting back to usI apologize for the lateness of my reply.I set up a new incident for you: ***I was not sure if you wanted to use the email address from this complaint or the email address in your original incidentI took the liberty of sending it to the one in your original incident.You can just send those photos in a reply email, taking care not to change the subject line of the email. You may also give us a call at P:888-533-0735, and reference that incident number if you have any additional questions or concerns. Please let us know if you have any questions.Best,Sarah

All of our cases come with a limited one year warranty that helps you receive a replacement case if yours should become damaged or stop functioningIn the future to receive a warranty replacement you can contact us via phone, ***, or online
at https://www.otterbox.com/en-us/warranty-claimThis time I will be able to process the replacement for you please let me know what type of case you have and the color of your case and I will waive our standard shipping and handling fee and send a replacement to you

We do strive to make the most durable case on the market for our customers and their devices however that does not guarantee that a device will never become damagedOur limited one year warranty is in place to replace a case if it should become damaged or stop functioningWe do want to help our customers as much as possible but we do have to operate within the constraints of our warranty policiesOur warranty is for replacement not refundWe are able to offer you a replacement of your choice for that device or a different device and waive our standard shipping and handling fee

Complaint: ***
I am rejecting this response because:I am being offered something of lesser value than what I originally paid foralso have a damaged device sounds like it will not be covered for repair/replacement from you guysI still have the original box as well as the defective case with a completely SWOLLEN battery your guys warranty makes it very difficult for the consumer having that once it's purchased, regardless of what happens after, the most you guys will ever do is send another one of your cases
Regards,
*** ***

My wife and I purchased the Lifeproof *** ** case After my wife followed the instructions, even going as far as to go online and saw instructions on how to properly apply the case to her phone We took it to a steamy area on vacation, but never submerged it into the water Her phone stopped working, and we returned home We went to *** who confirmed water damage We called and spoke with someone from the company who said that because we bought it at Bestbuy, and not another retailer, there was no warranty and they absolved themselves of any damage to the phone After some persuasion, they agreed to refund us for the case I pay for insurance on the phone, which has a $deductible I would like that paid by the company that sold me a phone, which on the box says that it is waterproof up to feet This is clear and blatant advertisement

We are willing and able to replace your case we simply need you to contact *** and follow the instructions

first I brought this Fre lifeproof case back in july 27-2016, reason I got this case is on the case stated Total defense from water, dirt and drops, dive deeper submersible to feet for hour , and water proofed, so I decide to get this case, went to the water park with friends so I enjoyed this case was protected from water, for hoursshowed friends how good they are , then Hours later was going to get onto the lazy pool to take some nice picture so I noticed there's water get into my phone, called the company due to the damage of my case plus phoneasked if they will do anything to help me, since they claimed to be water proof and such, lady said they wont do anything beside replacing the case , the whole thing is not about replacing the case is about the phone and memories of the phone that's something I lost and can't never get them back I just want them to responsible for their words, peoples pay lot of money for this.and once it damage or didn't meet the quality they

Case was purchased in December by March of I had to get a replacement case from Otterbox because it broke in the lower right front corner by the NOTE stylus the replacement they sent broke in the same exact spot in July this time it caused the phone to breakThey also claim the case to be dust proof and I work around a product called steel shot for a shot blasterThe shot is larger then a dust particle but was ending up in the case by the back glassI have owned otterbox products for many devices and not a single one had broke before this NOTE case

Complaint: ***
I am rejecting this response because:
It is meaningless
You are currently offering 15% off on select cases and I can find a 10% off coupon simply by goggling it. OTTERis available to anyone
It is clear you have no interest in making this right.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Why would I want a replacement of the case? I want a refund for the case! I will not put any of my electronics in another Otterbox, or LifeProof case. You make claims about the protection you offer, but fail to take responsibility when your products fail. I had a lengthy response written but I think this will suffice. Keep your refund, Keep your case! I will cheat me out of the replacement of my phone, but I will make sure it is made up in lost revenue
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
M *** The dispute has been canceled and they said that they have not requested any money back from the merchant as it was just requested a couple of days again and they did not have time to work the case, they did not have a reference number to provide since a dispute was not actually created yet I did get a email saying that the return was received and part of the refund was issued already If you could issue the remainder of the credit They told me that if I did not get the full refund to let them know and they will start the dispute process again Thanks

Revdex.com:
I have reviewed the response made by the business, and find that this resolution, although not the result I hoped for, will suffice
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I'm still not happy with the response After reading all the reviews on this case stating it leaked, there should be a class action lawsuit!
Regards,
*** ***