Otter Products LLC

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,
***

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

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

I am sorry for the frustrating experience that you have had with your caseAll of our cases come with a limited one year warranty that covers any damage to the caseIf the case should become damaged or does not function properly we are able to offer a replacement caseWe are able to extend this
warranty past the one year as long as the product is still available in our warranty.While the case does offer additional protection and has gone through extensive testing to ensure that the device is protected the case is not a guarantee that the device will never become damaged.We are able to offer you a replacement case of your choice but will be unable to offer any compensation for the device itselfTo view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html

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 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

Dear ***,Thanks for reaching out to us and sorry for any distress you have experienced.It is correct that, per our limited warranty, we do not replace devicesThis is explained in an insert that is included in each LifeProof packageAlso, at the outside bottom of each LifeProof package is a
link to the location on our website that explains the limited warranty. This is the link:http://www.lifeproof.com/en/policies-and-warrantiesThat said, there is no case out there that assures that you will never suffer damage to your deviceWhile we test our product extensively, we can't anticipate every combination of factors that a device and case may be subjected to, including a device that may have been through the stress of age and other kinds of wear and tear. We are happy to warranty your caseWhile we normally are not able to do this, we are happy to get you any case you like, aside from out battery cases, especially should you require an upgradeNormally the warranty is just for one year, but we can definitely help you out this one time. This 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 Your handwritten name, current date, and signature (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)Please send these photos as attachments in a reply email, taking care not to change the subject line of the email.Please also let us know if you have any questions.Best,Sarah

Complaint: ***
I am uploading new pictures and I cannot lift up the cracks because they are not deep enough in order to lift up, you said you could not work with the pictures I sent otterbox, or the serial picture, I sent you very clear pictures of both, here are new pictures that the Revdex.com can judge themselves, showing clear damage of the cracking and I have written the information on a slip of paper just like before but this time with a question for you ***? If you still will not replace my case after sending this then I have nothing left to say
I am rejecting this response because:
Regards,
*** ***

**This complaint spans the boundaries of bad advertising, poor customer service and also refund/exchange issues**
Earlier this month I purchased a Defender Series Holster from the Otter website This holster is listed under the *** ** CASES section on the website and does not make the distinction that one must buy one of the other cases in order to utilize the holster This leads the average consumer to believe that the holster is in fact a qualifying case for the *** **
Once I purchased my holster (thinking it was a case), I waited 5-business days for delivery and opened the package only to discover that the holster/case did not fit my phone Being that it was times larger than my phone, I figured that this must be a case for an *** (which is slightly bigger than the **) So I immediately called customer service, was given an apology and an assurance that they would send out CASE's for an ** and not an *** I wasn't told that this was a HOLSTER/CLIP, but that t

I have attempted no less than three times to have a LifeProof Fre *** 5S/SE Green/green phone case exchanged for a replacement case because the integrated screen cover prohibits me from using my phone while the case is on the phone, the case no longer protects against water damage because the gasket between the two main halves broke within days of purchase, and the required headphone jack extension adapter no longer works at all with my *** SE I have filled out the form different times on the website and received confirmation that a replacement would be sent (only after billing me $for shipping which fortunately never showed up on my credit card) and I have contacted LifeProof by telephone only to have someone say "fill out the form on the website" followed by "have a good day." This company sells high-profile smartphone cases at a premium cost, and I paid dearly for my phone case which is not only still under warranty but is more than eligible to be replaced I hav

I ordered a warranty replace for my product that on Sunday August 21, I was promised my order would be processed and I would receive a *** tracking number within hours after my you warranty claimI did not receive thisI called on Wednesday August 24th regarding this and was promised it would be shipped the next dayOn August 26th, I called them again and was told it would be anywhere from to daysI had to speak with a supervisor to get thr matter of shipping costs handled, due to the rudeness of thr customs service representative I spoke withThe supervisor, who identified herself as Amy, was also extremely ride and hung up on me

Dear ***, Thanks for getting in touch with us and sorry for any difficulty you have experienced.We are not able to offer an RMA on an item purchased outside of daysWe can sometimes offer a few days wiggle room to accommodate a package that took a while to arrive, etc, but we cannot
offer a refund 3-months later. Should you experience difficulty with your product, we are happy to assist with a warranty on that product, and do know that you are welcome to gift an item you don't have use for to a friend, family member or your favorite charity.Please let us know if you have any questions.Best,***

I bought a waterproof case from lifeproof a few months agoIts advertised as being one of the best waterproof phone cases on the market, and it can be submerged for up to feet underwater for up to hourMy phone was submerged in feet of water for about seconds, and the case did not prevent the water from getting into the phoneMy phone ** is now ruined and will not turn onIve reached out to lifeproof via email, phone, and facebook, and they only offered to send me another caseI called *** and they want 500$ for a new phone

Dear ***,Thanks for reaching out to us and sorry for any delays.I have looked into it and I should be able to make a very rare, one-time exception to get you a check refund on your case outside of a year.This 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 (normally needs to be within the last months but we should be able to work with 2-years ago)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateI am happy to send an email to you from your original incident, if you accept this offer, so you can get us those photos. Please let us know if you have any questions.Best,Sarah

I am just letting you know about the screen cover coming unglued on phone caseThere is no other problem with this caseI have other otter boxes in the past with out a problemFor the price it should have not come unglued

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to assist with devicesThis is stated on our website and on an insert that comes with each and every LifeProof caseHere is a link to that limited warranty
statement:https://www.lifeproof.com/en-us/warranty-full.htmlWe apologize for any confusion that may have arisen regarding *** customersThere is a special coverage plan called TWPP that is only available when a case is purchased from a corporate *** store, through an exclusive partnership with ***This still does not mean that we directly replace your phone if it suffers water damage under any circumstances We imagine our bringing this up may have caused much more frustration and we could have done a better job in that regard.The warranty on the case does not extend to the device and the case itself is not an insurance policy on the deviceThere is something we may be able to do, and that is get you a third party refund on the case itselfWe normally do not do this if we already sent out a replacement case, but if you can get the following paperwork to us, we should be able to refund that case: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 further questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your case and our warrantyAll of our cases come with a limited one year warranty that covers any damage to the case itselfUnfortunately the warranty does only cover the case not the device inside of the caseWhile we do extensive
testing to ensure that we make the best product possible we are unable to protect against every circumstanceWe would more than happy to send you out a replacement case for any inconvenience this may have caused

***,
I am sorry to hear about the damage to your ***I understand this is a frustrating situationWe are only able to warranty the products that we manufacture, because we do not manufacture your device we are not able to cover it under our warrantyI would be happy to replace this item
under our warranty and offer a refund for the purchase price of the product if a valid receipt can be providedI apologize for any inconvenience this situation may have caused youPlease let me know if you would like to proceed with the refund and replacement
Peter

Our product is tested and proven to withstand many different forms of drops and bumpsWhile we work to make the most durable case possible they are not a guarantee that a device will never become damagedWe do work to make our packaging as clear as possible and I will forward your observations and concerns to our marketing departmentWe are able to offer a replacement case of your choice and waive our standard shipping and handling fee

I purchased a Lifeproof Fre Power case early from a 3rd party manufacturerWhile I was at work one day, on my lunch break to check my phone, I noticed that the case had popped open on one side and the back of the case where the internal battery is located on the case was swollenUpon further investigation , I noticed that the internal battery bulged causing damage to my phone while enclosed in the case causing the phone to be bent and the screen has popped out of its housingThe phone and case was not put in any extreme condition for this to happen and nowhere in the warranty covers a defective batteryMy phone is now physically damaged as well as possible internal hardware malfunctionsThe phone now loses service repeatedly from this event moving forwardit is not service related because I have relatives with the same service and their service is functionalI have thousands of pictures and videos of my spouse and son and would be devastated to lose all of that because of