Otter Products LLC

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,
*** ***

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

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

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

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

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

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

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 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

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

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

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

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

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

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

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,
*** ***

Complaint: ***
I am rejecting this response because:There claim that there product protects against drops is not true there product has misleading advertising that they need to change also someone who works with cell phones pointed out obvious flaws in this product they need to change there packages as to not be misleading
Regards,
*** ***

Dear ***,Thanks for getting back in touch with usWe do apologize for any continued distress you may be experiencing. Our cases are designed to offer waterproof protection, but in very rare instances, there may be an unusual set of circumstances that may lead to the case no longer offering maximum protectionEach LifeProof case comes with a pamphlet that explains the terms of our limited warranty. Even though you are receiving a replacement case, we are happy to make a big exception and see if you qualify for a third-party refund on the case as wellThis is normally an either/or situation To get that rolling, we would need a photo of the broken device and a photo of the original purchase receipt. Please let us know if this might work for you, and we will send you the photo requestPlease also let us know if you have any questions.Best,***