Otter Products LLC

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

This is the second warranty replacement of accessory I purchased Otterbox cable is breaking too frequently, and I will not pay an additional fee for another warranty replacement
Item purchased from *** ***: Jul 17,
Item replaced from Otterbox: Aug 26,
Item broken againOtterbox asking to charge additional fees for replacement

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 documentsWe can only accept JPEG and PNG filesThank you!***

***, Thanks so much for getting back to us I completely understand if those colors are not to your liking Generally, we do proceed with like for like product replacements but I am willing to make an exception for this circumstance We do only have one RealTree case available for the iPhone 5/5S Fre case at the moment called Dark Flat Earth Please take a look at the link below to view this product and let me know if this will appease the situation! RealTree Fre: http://odrcomplaint.Revdex.com.org/ODRWeb/Home/SecureLogin.aspx?SecureLinkGuid=8...⇄ Hope this email finds you well!Best Regards, ***OtterBox

Complaint: ***
I am rejecting this response because: At this time I am rejecting the resolution only because a resolution has not been proposed, but I am working with the company on a solution.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:***,I have asked to have have someone from the executive team to contact me at once!! It isimperative I speak directly with someone in this division***.Regards,
*** ***

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

this company advertises their cases to be waterproof they are not no matter what you do they do not stand behind their product it will ruin your phone and they do nothing about it its amazing that a company can sell something with the understanding that it protects the item in it and their product fails ruining the item in it and there response is well sorry we dont warranty anything we dont make we will send you a new case if you pay this fee to get it sent to you big crock and wont ever buy life proof or recommend it to anyone again really cant wait for an attorney to grab ahold and form a class action suit against this company for advertising

I have had five of their otterbox belt clips and everyone of them breakNow they want me to pay shipping on a replacement and I have only had this one about a weekI have two I phones and the clips just break offPoor product for the price you pay and then if you get on line to complain you can't get to a email complain sight you have to call or go thru the pages of question just to start over

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

Recently, I purchased a LifeProof case for my *** *** *** in for $After I waited for a month to get the case, it didn’t even last a monthThree weeks into using the case, the camera cover was poorly stuck to the case and popped right offAs you can imagine, I was NOT pleased so I submitted a review of the product and promptly returned and shipped the case (LifeProof DID NOT pay for the return shipping which is ridiculous)After waiting a week to see the review submission, I didn’t see it on LifeProof’s website where I posted it; however, there were PLENTY of and star ratingsI called customer service and the nice lady (my ONLY positive experience with this company) politely explained that they choose reviews “randomly” which “makes sense” when there are the majority of star reviews for a product that didn’t even last a month for meI think it is extremely wrong of LifeProof to hand-pick reviews that they want their customers to see and neglect the reviews that could actually make their product betterIt seems like they are all about making money and do not seriously consider the opinions of their customers even though they as for themAs a customer, I am FURIOUS with my LifeProof experience so I chose to post my review on my own terms

**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

Complaint: ***
I am rejecting this response because: Yes there is in fact a attachment in each boxI am stating that on your boxes you claim the cases to be "drop" proof which to you means shock proof, but you give no definition of shock on your productTherefore you are advertising and I will not make a claim for a new case because it's my phone that is broken not the case.
Regards,
*** ***

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

Dear ***,Thanks for getting in touch with us and sorry for any dissatisfaction you have experienced. The only way we would be able to refund your case is if you bought it from us within the past daysIf this is the situation, but the order was under another name, please let us
know.What we can do is assist you again with a new case if you would like to file a second warrantyIf it helps at all, we can make an exception to get any case at the same price point to help you out. I will go ahead and send that request from your original incident.Please let us know if you have any questions.Best,***

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

Hello ***,
I am tremendously sorry for the inconvenience with everything you have been told and have gone through After speaking with the team in charge of our Total Water Protection Program, it looks like they were able to get a gift card sent out to you this morning to cover the cost
of the new device since we are unable to replace it at this point in time They have also emailed you to find out what kind of case you would like for your replacement since your case has been discontinued It looks like the gift card should be to you before 4PM tomorrow, and the delivery will need to be signed for I sincerely apologize for the inconvenience, but it looks like we should be all set at this point in time If you have any further questions, please let me know
Best Regards,
***

***,
I have just spoken with our TWPP team regarding the shipping label that was supposed to be sent out to you, and it looks like we had actually re-sent the label yesterday morning The shipping label was sent through email to the email address you had provided for us If you have not done so already, please use that shipping label to send the incorrect device back in to us As soon as it has been sent out, please give our TWPP team a call at 1-877-394-to let them know the shipment is on the way to them At this point in time, as long as they can see that the tracking number for the label provided is active and the phone is being sent back to them, they will get in contact with the vendor to get the correct phone shipped out for you The TWPP team will also be able to provide you with the tracking number for the shipment of the new device once it has been sent out
We will also get a new case ordered and sent out for the new device, however, we will not be able to compensate you for the $mentioned in your previous message We will also set this replacement case order for expedited shipping, so once it has left our warehouse, it should be to you within two business days When we get the replacement case sent out, you will receive a conformation email from us with a tracking number for the package
Best Regards,
***

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

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