Otter Products LLC

Complaint: ***
I am rejecting this response because:It is your product and your product box advertising that claims "SUBMERSIBLE TO meters for hour"There is nothing on the product box that talks about a "unique business relationship" with ***Are you suggesting it is *** who should be the responsible party? I purchased your product from a *** store and no one spoke of this "unique business relationship"This is deceptive advertisingPeople who purchase your product are lulled into a sense of security and a victim of deceptive practices between companies It's ridiculous to depend on a *** employee to inform each person at the time of the sale
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Dear ***, Your response to my complaint typifies the sort of run around I am speaking of You or your customer service representatives are clearly have a break down in communication It is now December and I STILL do not have a working cellular unit replacement from Lifeproof In addition to this, you have sent me a response which shows your lack of familiarity of my case On 12/11/at 2:27pm Hawaii time I called and spoke to an agent named ***He shared with me that my phone was to be sent out to me and that I should allow business days for it to arrive I called again on the seventh business day, 12/19/at 4:pm Hawaii time to check on the status of the phone On this phone call I spoked to *** informed me that the previous customer service representative had mis-informed me In fact, the notes reflected that Lifeproof had previously sent me a phone that was only formatted for ***'s network which is why that phone would not work on the *** network The notes, according to ***, stated that your company needed business days to procure at *** ready *** as there was none currently available *** assured me she would call me back personally or send me an email letting me know the status of this phonePer usual standard operating procedures of your company, no follow up call or email was receivedAs no follow up call or email was received by me, I AGAIN called your company on 12/22/at 11:am Hawaii time Apparently *** did not notate anything in my claim file of returning my call As of the 22nd of December no *** ready phone had been located I find it odd that your reason for not getting a new working device is putting the responsibility on me I do not have more than one device out at a timeThis was verified by the customer service representatives that I spoke toThe story that they tell and you do paint two totally different scenarios Yours seems to try to put the blame on me Unfortunately that is not the case, I have jumped through all of the hoops that have been laid out to me since November 12, Despite your reassurance stating you don't want me to, "feel like I am getting the run around", I clearly amWhen will your company take responsibility, accept the fault and provide the service that was promised.
Regards,
*** ***

I purchased the Otterbox Defender to protect my $1,*Phone *, based on the following claims on their website:
"Everyday Rugged Defense" and "Defender Series is the family patriarchThe big daddy of them allGrab one to give your *Phone * rugged protection and give you total confidence to do more."
So I put "total confidence" in their product and purchased itHowever, after dropping my phone, the screen shatteredThis wasn't even a very high impact fallAt any rate, this "rugged defense" that should have given me "rugged protection" did not do the job
The cost of repair by *** is $plus taxI contacted Otterbox customer service several times and the only thing they offered was a replacement case, which is, of course, absurd
Otterbox is advertising their product and not taking responsibility when the product doesn't do what it claims to do
The only thing Otterbox needs to do to make this right is to reimburse me for the repairI'll pay for the tax
Tha

Complaint: ***I am rejecting this response because: They continue to ignore my question as to how someone without a computer or computer knowledge can take advantage of the warranty.Also I had already given them the number in the case and they insist that there is a white tag on it and I had told them there is notI was told by their vendor, *** when I had bought this that all that I had to do was notify Outterbox that it broke and they would send me another oneNo where was it mentioned that I had to send pictures and no where was it mentioned that I would have to send more pictures after I had been told by their own people that the pictures that I had sent were very clear but were looking for a white tag that was in some modelsI have told them that there was no white tag. I feel that I have to take this fartherIt does not affect me but these people are purposely making the process to keep about half of the population from using a warrantyI feel that their vendor had lied to me and that Outterbox is not a honest companyIf I would want to buy a new one all that I would do would be to tell *** that my phone is a *** *** ** and they would know which oneSo why does the company that manufacturers the product not know? This is all to make people give up on the long and unnecessary processI will file a formal complaint with *** about this processAnd I will use every source available to me to make these people honor their warranty.Regards,*** ***

I have ordered a replacement case, waived the fee and expedited shippingYou will receive email notifications throughout this process and as soon as the item ships you will receive a *** tracking number

First off, I want to start with saying this has been one of the worst customer service experiences of my lifeI had a $Iphone Fre Power case that I purchased less than a year agoIt later ended up breaking in ways I could not fixThe home button cover came off making it no longer waterproof and the charging mechanism on it was extremely glitchyI tried to claim my warranty by first going to Best Buy where they told me they do not manage the warranty and I will have to contact lifeproofSo that is what I did I filled out the online warranty information and sent an email not once but twiceI never received any confirmation or reply to my emailI later on did what was asked and called the number until, in the end, I just sat there and waited for them to tell me it was closedThis was all about a weeks process and no contact was madeJust last night my phone dropped off a counter and cracked the screenThis would not be a problem if I had a case that worked and Lifeproof Customer Service could do their job

After carefully reviewing the options to purchase a case for my new *** **, I decided to purchase the LifeProof FRE Protective Water Resistant Case I made the purchase on 4/5/and am now experience an issue with the volume button and the touch screen sensitivity I am extremely disappointed in learning that I am responsible for a shipping fee to replace this case which should be under a year manufacturer warranty I spoke with the representative and she seemed not at all concerned for ensuring a positive customer experience I asked about the free shipping that is stated on your website and was informed that only applies to the products that are purchasedSince the case was purchased just over days ago, I am unable to return to the store where it was purchased The most powerful tool in ensuring that your business successful is word of mouth Well, I very much intend to share this experience not only through reviews, but through word of mouth with friends, famil

The phone case I purchased stopped working about weeks after I purchased itThey have a no hassle warranty policy it took them over a month back and forth to warranty the case and it's not working againThey kept a second case I had to warranty stating they no longer carry the case but in fact they still sell the caseI lost the money I had to pay to send it back for warranty purposes and they will no longer respond to any emailTheir customer service says there's nothing they can do only warranty compliance can take care of that but they won't respondSo there's no one tonreaolve my issue

I purchased the Life proof case for my *** * from * ***The case was advertised as durable and water proof for my phoneThe cost exceeded $ My phone feel on the ground inside the caseI picked the phone up there seem to be no apparent damagelatter that afternoon I had to take the case of to plug in a cord to some speakers I notice that the back of my *** * was cracked and shatteredI notified * *** and the customer service representative told me that I had to pay a deductible to get the phone replace and that I could not upgrade with the phone in that conditionI was given the telephone number to Life Proof to discuss the warranty issues that I was presented when I purchased the case with my phone
I was told that I could only get the case replace and that there was no warranty or responsibility on Life proof's part in the replacement or deductible cost for my phone

I purchased an *** in the beginning of September and on the same day I bought a Lifeproof nuud case to protect my purchaseAfter about a month or so the case had some issues and I contacted the company for a replacement which was grantedAfter receiving the case I had experienced another issue with the replacement and upon calling I find out that they are now charging customers for shipping, when I asked why they said it was to "expedite the process" but the person agreed to wieve the fee as this was my second time calling to replace a defective productThe whole "expedition" excuse was nothing more than just a way the company could save money as the case actually took twice as long as the original replacement which was before the new system was implementedFor my second replacement I requested a different product (lifeproof fré) to see if it would be more reliable and I was told that it was doable and that they had a new thing where they could send me just the case without the

I have always had an Otterbox case and have never had an issue until nowI purchased the Otterbox Defender for the *** *** * and it continually falls out of the holsterI have had to replace the phone twice now since november because of thisOtterbox continues to deny that there is a problem but almost every review online agrees with me, even if they gave it a good ratingI have gone through the warranty process times (with *** and with otterbox) and the new case is no differentI tried to replace it again but now they want to charge me shipping

Dear ***,Thanks for reaching out to us and sorry for any delays.We do apologize if it has been an upsetting situation. I can assure you the word "guarantee" is not found anywhere on our packaging, and there is no implied guarantee, warranty or insurance coverage on your device through any element of our packaging or promotional materialsFailures of the case are almost impossible to pinpoint to the exact moment and cause: there could be a small tear that was undetected at the moment the case and phone entered the water, an error with sealing the plugs, an incorrectly done water test before installation of the case or a variety of other events that may have happened. In addition to the insert that comes with each case, most of our packages have a link to the location on our website that explains the limited warrantyHere is that link:https://www.lifeproof.com/en-us/warranty-full.htmlWe are extremely happy to assist with a refund on your case, if you can get us the requested information.Please let us know if we may be of further assistance.Best,Sarah

With all our warranties we replace the case you have with the same caseWe do offer exceptions to send out a different case, but for the same device and understand that those expectations were not explained previouslyWe would be more than able to send you out a case for your *Phone * under our warranty or provide assistance with placement of an order for the *Phone *

Dear ***,Thanks for reaching out to us and sorry for any delays. I was able to find *** *** initial warranty claim, Incident ***We wanted to make sure we had a complete understanding of your issue. Per our limited warranty, we are unable to assist with devicesThis
is clearly stated on our website and in an insert that comes with each and every LifeProof caseHere is that text:https://www.lifeproof.com/en-us/warranty-full.html Device damage may result from a variety of issues, including, but not limited to: an incorrectly administered water test, an undetected crack or scratch in the case, an improperly installed case, plugs not sealed, or any combination of these occurrencesWe test our cases extensively, but we cannot be there for every second in the life of the case and the phone to assure proper usage. We absolutely warranty our cases whether they are purchased from us or from *** ***I believe there is some confusion on our warranty overallIt may be because the representative may have mentioned TWPP (Total Water Protection Program), which is available only through an exclusive partnership with VerizonThis is a program that assists in replacing devices that have suffered water damage while inside one of our cases, but it is very specific and separate from our product warranty It probably made the call much more confusing and we apologize if we created that confusion. We are happy to do a third party refund on your case, or at least see if you qualifyThis is what we need: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

On 7/19/I purchased an OtterBox symmetry series case, Labeling and Graphics on this product stated OtterBox certified drop protectionToday when I was actually in my vehicle my phone slipped out of my hand and fell flat on its back when I pick up the phone and inspected it I observed that the glass on the rear of my *Phone ** was shattered as a result of OtterBox’s product failing to protect my phone I tried resolving this issue by calling the number for warranty service is the individual that I spoke to stated the only thing they could do is warrantee the case and send me a new case, the case is still intact it does not show any signs of damage but my phone sustain damage as a result of the failure of their product protecting my device

Dear ***,Thanks for getting back to us and sorry for any delays.We appreciate the passion of your argumentThat said, we do not promise anywhere you will never experience damage to your device, and, again, the case is simply not an insurance policy on the deviceIt is impossible to retrace every moment of the case and the phone and there can still be certain falls at certain angles onto certain surfaces at certain velocities (and so on) that still may result in damage to the device.We are still happy to offer that refund on the case. Please let us know if you have any questions.***,Sarah

Dear ***,Thanks for reaching out to us and sorry for any delays. I am not finding any warranty under the contact information providedIt is possible that it fell through the cracks somehowWe are happy to get that warranty rolling againI can begin to get it set up under the information
you have provided here, or I can direct you where to go to get that set up againThe second option will likely be quicker. You may call us at P:888-533-0735or you may visit us at our warranty page on our website.https://www.lifeproof.com/en-us/warranty-claimPlease let me know if you need any additional help from me.Also please know that we always answer warranty claims within 2-business days, so always feel free to call us if you have not heard from us.Please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because: I have received the case and it has the same issue with the gappingI am wanting to just refund the case at this pint and look into another company for a case
Regards,
*** ***

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 documentsThank you!Stephanie

Hello ***,
I am sorry that the process of getting a new phone, case and getting a refund has been longer than expectedI can confidently say that we have refunded the $shipping charge that you initially paid for with your TWPP claimYou should receive this money back in 3-business banking
daysYour warranty order shows that it was delivered on 7/Lastly, your phone insurance claim is taking longer than expectedSince the insurance company we use provides coverage for not only Lifeproof, but for individuals outside of our company as well, we are experiencing delays for device replacementsNormally this is a very quick process and we normally get phones to people in an appropriate amount of timeDue to the unforeseen high insurance inquiries with the company we use, there will be the delayAs soon as we know your phone will ship we will send you an email with a tracking number letting you know your phone is on it's way
Thank you,
***