Otter Products LLC

Dear ***,Thanks for reaching out to us and sorry for any distress you may be experiencingWe have looked into your situation, and are happy to clarify what we meant by the card.When customers purchase a case from a corporate [redacted] store (not from a [redacted] authorized seller), they are also given a chance to register for the Total Water Protection Program (TWPP)Customers do need to first fill out and send in this card to register for TWPPTWPP needs to be in place to have coverage for the deviceThe LifeProof case itself does not warranty or insure the deviceWe do explain the terms of the warranty in an insert that comes with each LifeProof caseYou may also see the text of the warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe have already placed an order for a replacement caseWhile we normally are not able to also do a refund on the case, we are happy to do that under these circumstancesIt looks like we did send you the information for what we need to process that.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because: I will send you photos of the damage your case has caused my phone! I will not take anything more than you fixing my phone! It's sad that I have had to contact tae Revdex.com Regards, [redacted]

Purchased a LifeProof, water resistant, phone case, through third-party retailer ( [redacted] )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 [redacted] retailers, and have opened + packages, of LifeProof's w

Dear ***,Thanks for getting back to us and sorry for any delays.We took two actions that we can see.The first was to issue a refund for your case (for $74.99)That was created between April 9th and April 10th of We are seeing that deposited May 4, We also sent a replacement case in FebruaryIf there are any other incidents, please let us knowWe would not have sent a device (unless you alsohad TWPP and processed a claim with them, most customers would be aware if thiswas the situation.)Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] Its a black caseSerial number [redacted] Regards, [redacted]

Hello [redacted] , I apologize for the delay in getting your refund processed I am seeing that the funds were refunded back to you yesterday (August 27th), so at this point in time if you have not received the refund, we are just waiting on the bank The refund had not been processed on our side before yesterday regardless of what you had been told, but I am seeing that it has officially gone through on our end now At this point in time, we will just ask that you wait the 3-business day period for your bank to get the funds back into your account, and we should be finished with the refund process Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I believe this is advertisement and the case did not do what was supposed to do, protect my phoneThe advertisement says very clearly, in many different places, how my phone is protected by this caseIn my case it very clearly states that I could submerge my phone in water I don't have to worry because it'll be protectedConsidering my phone and case was NOT ever submerged I feel like I should be compensated for a replacement phone because the case didn't even come close to doing what is promised Regards, [redacted] ***

Revdex.com:Dear Sarah,Thank you for your reply.The case is for an [redacted] ***, not an [redacted] *.The product code on your site is - [redacted] .The postal address is correct but a more secure option would be our post office box with ID required on collection.This address is: [redacted] [redacted] I have reviewed the response made by the business, and find that this resolution is satisfactory to me Kind regards, [redacted]

My husband and I purchase new cell phones and service from [redacted] March, We bought [redacted] and [redacted] for my grandson We wanted a sturdy case for the phones since they were so expensive The sales person highly recommended the LIFEPROOF brand On its on web page it boasts to be waterproof and drop proof up to 4-1/feet Each case was $ My grandson recently dropped his phone, while in the case, while putting his phone in his pocket while crossing the school grounds when it dropped The whole face of the phone was completely shattered and destroyed When I called Lifeproof all that they would do, or offered to do was send FREE Lifeproof cases We went to [redacted] and they told us that they thought Lifeproof stood by their product Afterall, it lists protection from falls right on their website The screen is not only broken but the phone internally is damaged because the phone will not turn on

Complaint: [redacted] I am rejecting this response because: I HAVE ALREADY HAD TO GET TWO REPLACEMENTS SENT TO ME FOR THE SAME REASONS , THESE ARE VERY CHEAPLY MADE AND NOT OF THE QUALITY THAT IS DESCRIBED, Regards, [redacted]

With our warranty process, we reserve the right to request additional information about the case in the form of an audit, conducted by our warranty compliance departmentOnce this audit has been requested, you would need to follow instructions in the automatically generated email sent to your email address following your latest warranty requestWarranty compliance would need to be your point of contact with completing your warranty request, and can be reached at [email protected] or by replying to the message sent to your email address

I purchased a Lifeproof FrePower case for my brand new [redacted] *Phone [redacted] in July directly from a [redacted] store at the exact same time as purchasing my new phone [redacted] staff insisted this case was the best case on the market...and the box from Lifeproof advertises "Powered by a mAh battery, SUBMERSIBLE TO METERS FOR HOUR, sealed from dirt and dust, closed to snow and ice and survives drops from meters" I happily purchased this case for my new phone from [redacted] for $and the [redacted] associate placed my phone into it's new case for me Over the past year the case broke twice and Lifeproof sent me a new case: NO Problem In July 2017, while on vacation in Florida, my cell phone IN It's Lifeproof case got wet briefly It was NOT submerged to "meters for hour" but rather it was in my hands when it got SPLASHED Immediately upon noticing water in the CLOSED case I took my phone and shut it off However, after days and being examined at a local cell

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 [redacted] 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

Complaint: [redacted] I am rejecting this response because:it's useless, unsatisfactory, and a disgrace Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I do not want a new case, as it did absolutely nothing for my phone as proven by seeing my cracked screen in your companies case, in which your company claims to be shock proof; "military grade" - even from feetI want a replaced screen for my iPhone or a new iPhone which neither cost $This is unacceptable Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to meI would like Otterbox to add an additional % off in my in addition to my current discount to order # [redacted] and I would like the website to reflect the discount, $minus 15% off =$Also, requesting for RMA for order # [redacted] (grey, white) Regards, [redacted]

I have made the exception and ordered the requested casesPlease let me know if you have any additional questions or concerns

Dear [redacted] ,Thanks for reaching out to us and sorry for any delaysWe pride ourselves in our professionalism, and in being honest about what are are and are not able to doWe believe that the customer's feelings are always valid, and we regard you, and every one of our customers, with absolute respectThat said, the request you have is simply not something we can satisfy If you feel that is rude, we are very sorryWe are not blaming you, nor are we back-pedaling: we do not warranty or insure devices and we explain that in our limited warranty that all customers can access and read.Please let me know if you have any further questions or concerns.Best,Sarah

I am sorry for the frustrating experience that you have had with your caseAll LifeProof cases include a limited one year warranty against any damage or defect to the caseIf the case should become damaged at any time we are able to help you receive a replacementWe are generally able to extend the warranty for the case past a year as long as we still have inventory available for the product.We do extensive testing to ensure that our cases are waterproofBefore a case is sent out the case is water tested to ensure that the case is functioning properlyWhen the case is received and at regular intervals we ask that the recipient perform a water test on the case as wellIf the case should fail the water test we are happy to replace the case While the LifeProof case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside of the caseI am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by LifeProof, such as the phone or tablet insideYou can read our full warranty at https://www.lifeproof.com/en-us/global-warranty.html

Complaint: [redacted] I am rejecting this response because: How do you respond to a sterile response from a company Do I go on other websites and post pictures of the useless product you are sending mePost the emails, and the employees name in question, insulting my intelligence.I have tried too often to get a resolution, at my expense evenYour records should show that I paid my own money to send back the useless product you sent me to "cover" my warranty claimIf you took your car in to be repaired under warranty, and nothing was done, would you be happy?I guess it is up to you Regards, and not best, [redacted] ***