Otter Products LLC

will not honer warranty Asking for credit card numbers Will not forward me to the executive office, Will not let me document the callThe extensions numbers they give do not work
Spoke to Joelle no last name no extension Ask her 10-times for the information would not give out
Spoke to Andrew no last name and the extension he gave me does not work
Speaking to john John also ignores my request 3:pm on Tuesday 5-31- John would not get his boss

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,
*** ***

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 purchased a Lifeproof case for my *** *** ** The website states that your phone can survive falls of feet I dropped phone and my screen of phone has small cracks Contacted Lifeproof and they indicated "and we cannot guarantee that the case will protect your phone in every circumstance." The circumstance that caused damage to my phone is a circumstance that they indicate the case will protect your phone

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

This company has had me running in circles trying to utilize their one year warranty for their Otterbox Defender case for *Phone *I have purchased every one of their products outright with my own funds, and all claims I have made for warranties with their company have been validated by their customer service
They are now telling me that in order to get a warranty claim completed, I need to go through their warranty compliance department, which is only reachable by emailI have been asked to send pictures of damage, then resend pictures of the case on a piece of paper with my name and the date written on it
They are now non-responsive, even though I have done everything they’ve asked me to doI tried to reach out to them on Facebook, and I’ve been told I was sent an email asking me to mail my damaged case to them, which I never receivedThey have also never confirmed for me that they are going to send me a replacement
They are not honoring the conditions of their warr

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

***,
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 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,***

This company is advertising "water proof" cases and charging customers a high price for their products but offer no remediation or warranty on non functioning casesI did all the testing before installing the case, but within three months or so the case stopped performing as expected and damaged my $*** *It was a total loss from water leaking into the caseWhen I called them they said they could not do nothing about itHow is that they do not have any liability for a not performing product in the market?
They offered to send a new case free of charge, but when I told them I had already upgraded to an *** *, they said they could not send that case, but only replace the original purchaseReally? you just costed me $and you can not satisfy a simple upgrade?
I believe there has to be some accountability on this company, and refund me the money of the original purchase $or send me the case that fit my new phone And I wouldn't trust it to be a water proof case

I've had numerous Lifeproof case failures, one resulting in a total loss of an *** from water seepageLifeproofs practice of continually replacing defective cases at customers expense is not a solution that's good for consumersMy most recent experience with a Lifeproof product failure is the Nuud *** * *** Black Item ***As of 2/6/the charging port door no longer closes because the plastic micro tab broke off during usageThis case was the replacement for the former case that failed in the same manner on 11/9/Another failure of this same product was on 6/18/when I purchased it at an *** store and the tech assembled the case for me to water test itThe case failed the water test and was exchanged for another of the sameThat's failed Lifeproof Nuud *** * *** cases in monthsOn 6/17/I experienced the worst failure of allThe Lifeproof Fre *** ** case allowed water to penetrate my *** ** causing total loss of use including data, ph

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,
***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

I am Brazilian and I'm on vacation in the USI bought a Lifeproof Nuud case at *** to my Phone ** 128GbI did the pre-test as instructed by the manualI visit Discovery Cove in Orlando and noticed the presence of small drops of water inside the caseI disconnected the Phone immediatelyLater, in the hotel, I removed the simcard and put the Phone in a bag of rice, to assist in the absorption of moistureI left the Phone in rice for three daysUnfortunately, the Phone do not turn onI lost $ 900, in addition to the pictures and videos from my vacationI contacted the Lifeproof and they claim that there is no guarantee for the applianceI think this is absurd, especially since this case is quite expensiveMy wife bought a case of just dollars for the *** * her and it works perfectly wellI am very angry, disappointed and upsetI had a great disservice and don't know who to turn to

I purchased another otterbox defender series case for one of my family’s six phones in FebruaryIt has already failedThe foam is coming out leaving the clear cover to expose my phone to dirtThe rubber has torn where it chargesI called to get a replacement This is not the first replacement I’ve neededThey always charge a high fee for replacing which they call shipping and handlingI pay it each timeToday they REFUSED to replace this itemThey refused to give a reasonThey never asked for proof of purchase or proof of the problems incurredThis is clearly against their written policy when you fork out the bucks at AT&T for their supposedly high quality covers

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meAlso I have already got my replacement case so do you still need the case paperwork or no?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Your advertisement on the containers explicitly states "Shock Proof, Survives drops up to Ft". This leads the consumer that their phone is safe and this is the enclosure to purchase due to your stated claims. But as usual it is only a advertisement to lure the customers to purchase your product believing their phone is safe. If this is not advertisement then I do not know what is. Sure the case survived, but the phone inside that was supposed to be protected did not
Regards,
*** ***

All of our cases come with a limited one year warranty that covers the case but not the device inside of the caseIf the case becomes damaged or stops functioning we are able to replace the case within a one year time frameAll of our cases are extensively tested to ensure that they offer the most
protection possible for our customers and their devicesWhile we protect against as many scenarios as possible we are unable to protect against all of them. We are able to offer a replacement case in the same style or a different style for the device that was damaged and waive our standard shipping and handling fee

Complaint: ***
I am rejecting this response because:
I have made a third attempt to purchase my original order since OtteRbox failed on the customer service sideThe products you have are outstanding, I just wish it matched the customer service you provideI will be returning the gray ones when I get it
Regards,
*** ***

While we are able to replace a case under warranty, we are unable to replace or repair any product that we do not personally manufactureAccording to our Limited Warranty, found at (https://www.lifeproof.com/en-us/global-warranty.html) "Otter Products, LLC (dba OtterBox and LifeProof) and its
affiliated companies worldwide (collectively “Otter”) warrants its products against defects in material or workmanship for a period of one (1) year from the original date of purchase of the product by a consumer (“Warranty Period”)Otter does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Otter."