Otter Products LLC

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,
*** ***

Unfortunately we are unable to offer a refund as our warranty is for replacement not refundWe are able to offer the replacement of your choice, in the style and color of your choice for any device that we currently make a case for

My son purchased a life proof Nuud water proof case to protect his I pad through the *** web siteHe received it, put it together and did the water test to be sure that it workedHe then proceeded yo put his I pad in the case (which guarantees lifetime water proof protection)He did a water get again and the entire case filled with waterWe quickly took the I pad out and tried to dry it but it was too lateThe damage was done and the I pad was completely ruinedWe called the companyThey apologized and said that sometimes the cases r defective so they will send him another caseHowever the problem is that we now have no I pad to put in the case because the I pad was completely destroyed by the water damage which the case guaranteed protection againstThey apologized but said there was nothing they would do about the I pad because that's as nit the item purchasedI went on to explain that they guaranteed that the I pad would be protected from water which is why we purchased

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to assist with devicesThere is a pamphlet that comes with each LifeProof case that states thisThe website also explains as muchMany of our packages have a link to the limited warranty
textHere is that link:https://www.lifeproof.com/en-us/warranty-full.htmlWe are not seeing a current incident under this contact informationIf we have not already sent a warranty item out, we are very happy to make an exception and get you any case you like under warranty (save our battery cases)What we need to do that is the following: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 signaturePlease let us know if you have any questions.Best,Sarah

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."

Under our limited warranty, found at ( https://www.otterbox.com/en-us/warranty-full.html ), it is clearly stated that:Otter Products, LLC 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”).We are able to send out replacement cases under warranty, even after one year has passed since the case was purchasedHowever, once our warehouse has run out of these cases we are unable to complete a warranty request going forward

We originally purchased an Otterbox case for our ***During a fall, the *** case cracked in half and a corner separated from the caseWe filed a warranty claim on their websiteThey also requested our credit card information for a handling feeThere was no information there about shipping timesWe Hoppes that they will send a replacement ASAP with some reasonable shipping timesTurns out, Otterbox chooses one of the slowest ways to shipWe were informed about that AFTER they shippedAs we will travel to Europe in a week the tracking information showed us the case would arrive 3-days after our flight
When we told them that, all they said is that is all they can do
When we asked for our money back, they refusedSo we got another case on *** as we can’t travel with the phone without a functioning case

I purchased a Lifeproof car for my *** **I have had to return it multiple times for the same reason, the buttons stop workingI am charged $for "shipping"The case hardly weighs anything and is sent in a padded envelope, it does not cost $to ship itThe case will last for a couple months or so before the buttons start to not work

I have purchased Lifeproof (Otterbox) products for many yearsThe cases are expensive, but they don’t lastThe only reason I have continued to purchase them, is because they stand behind their productIf your case broke, they would replace itNow this is no longer trueMy husband and I have been “denied” for our warranty claimThe cases are warrantied for a year or at least that is their claimI, within the last months bought lifeproof casesNow I’m stuckMy case was purchased on July 7th, and is already brokenThey will not send me a new one until I send mine back, they inspect it, and maybe they will send me a new oneI would be glad to send mine back, but they should send me a new one firstI have not dropped the phone, or damaged it myselfIt just failedIt’s not waterproof as promised and I got my phone wet when taking it into the waterI don’t want to take the case off of my dollar phone and mail it back to them to wait and see if they will replace my

We encourage occasional testing of the case to maintain consistency with the case's waterproof featuresVarious factors can cause the case to fail, including drops and rapid change in temperature such as sitting in a hot car in the afternoonOur warranty is set up in a way to replace the case after a water test fails, and we stand by our product regardless of the situation that caused the case to lose its waterproof qualities

Complaint: ***
I am rejecting this response because: The product did not stand up to the advertised claim that it is waterproofIf the case were not faulty there would be no need to have to replace the phone for water damageI would like a refund of the amount of the original purchase price of the case and the price of a replacement phone since it was damaged with water while in the product advertised as waterproofAlso the advertised claims that it is waterproof should stop being used as I have found out the hard way this is not true
Regards,
*** ***

Complaint: ***
I am rejecting this response because:my product looks exactly like the ones they sell on *** and exactly like the one my friend has for the same phone and there is no difference (he purchased his from the cell phone store). Why would mine be such a good "fake" when the even the packaging is exactly what the stores sell. I do not except their answer because they cannot prove that mine is a "fake" product as they call it when all the markings are the same. They do not want to own up to their product warranty
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
However I will need an address and to whom I send these items to, so Sarah if you can send me that information that would be very helpful.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
You offer a 100% waterproof guarantee and that guarantee is printed on your packaging and website I would be happy to return my faulty case and you could see for yourself that it has failed I would not be asking to be made whole if I had damaged the case, i.epunched a whole or the likes The fact that you advertise your case as waterproof and then do not stand behind it when it fails is a shame to customer service
Regards,
*** ***

Complaint: ***
I am rejecting this response because:i have never encountered a company who will refuse to forward a message of concern from one of their customers to a higher level when requested That, in itself speaks volumes for your company's lack of of interest in hearing about real product issues And if this directive came from your executives, it is unfortunate that this disinterest starts at the top I, too, am not trying to be disrespectful; however, I remain firm in my belief that you sold me a defective product, with untrue claims, which in turn caused damage/cost to me of $ I appreciate your example of the fridge; however, in that case the value of the replacement fridge was significant, and likely was more than the value of the contents I would like to suugest another exampleIf a car's brakes fail, or seatbelt is defective and the car ends up in an accident injuring the driver, the car maker does not simply offer to replace the brakes If a lifejacket fails to float and someone drowns, the company does not simply offer to give them a new jacket and call it a day They also deal with the consequences resulting from their product's failure I understand that a phone loss is not the same as a human death or injury, but the premise is the same These products guaranteed to keep the consumer safe and if they fail to do so, the company is then responsibleYes, the consumer must wear the jacket properly etc., but if so, the company must step up and own its failure I think what your company fails to understand is that you are not simply in the phone case business You ARE in the phone protection business Consumers place their trust in you to keep their phones safe, and you let us down I have been researching this issue and it appears that my experience is not as "rare" as you have indicated to me, which shows you do have a product problem that needs fixing In my case, we followed all instructions and tests before using it, we did not mishandle or drop it (as our photos show), giving us no reason to suspect it would fail when needed I continue to request a partial reimbursement of my phone cost ($405), and given you will not forward this any higher, I will do so myself
Regards,
*** ***

Hello ***,
Thank you for sending over the order numberThis actually makes for a much speedier process for the refundInstead of a check refund, this will go back to the card used for the purchaseAs far as the device, as stated earlier there is nothing we can do for that deviceWe don't manufacture the device, so we are unable to replace or reimburse any costs associated with the deviceThere are simply too many variables as to why a case may leak, and because of these variables, we are unable to help with the device
I will process this refund today and you should get your case refund within the next 24-hours
Sincerest regards,
***

In July of I purchased a Lifeproof cell phone case for my sons new *phone * ***I chose the case from the claims printed on the box, one of which claimed " Dropproof & Survives drops from meters ( 6.56168/ feet ) My sons phone fell from his pants pocket and the back of his *phone shatteredI called Lifeproof and spoke to a representative as well as a supervisor and was told they won't cover the damage

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because:We never wanted to return any of the items, which is why we kept trying to troubleshoot every possible scenario before coming to the realization the cover design is defective Yes, it took several months We are a dual military couple, and it's not often convenient OR available for us to go to the *** Store or *** store to troubleshoot a brand new phone We are now stuck with over $worth of merchandise! We would have NEVER purchased a different phone cover/case, IF the original NUUD LifeProof cover did not make the conversations muffled The armband was never used, and the phone cover is still in great condition No, we don't want anymore of your products, even if offered free This transaction has been one nightmare after another, and an enormous waste of time AND money.Next I will be contacting the Department of Consumer Affairs, and RipOff Report, in addition to posting this story on review sites and contacting my credit card company.What a terrible company You ought to be ashamed of yourselves for blatantly ripping off consumers and NOT standing behind your products I am NOT the ONLY consumer with this issue If you visit ***, you will see this NUUD *** * *** case received a ONE (out of four) star rating for 39% of the purchases from reviewsSome Review Examples:Also, just like others have mentioned, the audio quality is terrible.LifeProof, we used to be friendsYou need to go back to the drawing board and make some major changes before we can be friends again.HOWEVER, I might as well have taken $and flushed it down the toiletWhen I called someone, they couldn't hear me or complained that it sounded like I was under waterI like to talk on speaker phone while I drive and I couldn'tWhen you try to play music on it, you can't hear it hardly at all, even with the volume all the way upI had to take the case off of my phone so I could talk to people on the phoneNow, the case sits on my desk as a reminder of the money I threw down the drainI am beyond frustrated over the amount of money I paid, when I could of spent half of it on an OtterboxNow, I have ordered an Otterbox and wasted more money.DO NOT BUY.Extremely disappointed with this purchase.1. Audio is so bad that you have to use speaker phone or take the case off to use the phoneCustomer service for returns at life proof is awfulI tried to return under their 100% satisfaction policy and rather than return my $ they gave me another caseWhen I received my new case the audio was only marginally betterI took the case off to use the phone and broke my screen putting the case back onThe case is not fully on and I have cracked screen.Had this cover on my phone for day before taking it off and returning itAfter spending $on this cover, there were things to note:I think I spoke with different people on the phoneEvery one of them said they could barely hear meI had the volume cranked all the way upI had a difficult time hearing the person on the phone as wellI did a test where I was playing music on my phone without the cover on itOnce I snapped the phone together, you lost 50% of the audioYou could actually feel the back of the cover vibrate from the trapped audioDon't waste your money on this caseEspecially for $100can't hear anything audio while in casewas looking forward to a new caseIn the trash bucksOtterCharging port won't stay closeCallers are unable to hear me.3. Audio out is horrible.I have had numerous cases over the years, my experience with Lifeproof has not been very goodPeople say they can not hear me on the other line, says its a muffled sound.I have always loved life proof cases but this one takes a large step backThe build is shotty to the point I have to send mine back a week after getting it because the rubber buttons broke off and the waterproofing over the ear piece cracked as wellIn addition, my calls are muffled I have to put headphones in to talk to anyone for an extended amount of time and I had to remove my tempered glass to get case to fit.I am so disappointed with this case that I am almost in tearsFor such a high price it is an enormous disappointment and I am outragedAs I do not live in the United States I have no way of return this over priced productWhat a wast of money!!!! I had bought life proof cases for the *** *** and ** but this specific case for the *** * *** does not let anyone hear meMy voice sounds super muffled to everybody I call and I can hardly hear the peopleOf course I have checked the volume of my phone and that is all set on highI am so sad I spent all of this money for nothing, I will be throwing this into the trash as it's unusable for me.I am very disatisfied with this caseIt isn't at all what it's cracked up to beYou can't hear the ringer even when turned up all the wayPeople can't understand me, saying my voice sounds muffledI took the overly priced case off and no more problems.Horrible - just bought it - tried calling a friend - muffled. Cons:Phone calls are EXTREMELY muffledEveryone that I talked to complained about how "muffled" I sounded and I also was unable to hear anyone talk unless I was in a very quite environment.The sound is INCREDIBLY muffledI had the case on when I made my first phone call and I couldn't hear the person at allIt was as if the phone wasn't working but I could see that it was connectedI turned the volume all the way up and could barely hear them.I also tried the speakerphone and it sounded like the person was in a tunnel.Taking the phone out of the case resolved this issueEveryone was loud and clear.people on the receiving end of phone call cannot hear youThe sound is muffled and it is unacceptable to use.Callers say I sound muffled and they cannot hear meWhen I explained I thought it may be my "new phone case" one caller asked "is it a life proof?" I should have done more research prior to purchasing because I have met peers at my company who have had the same negative experience-waste of $I wish I could give it negative starsThis thing may protect your phone from a bunch of stuff, but it renders it COMPLETELY UNUSEABLE AS A PHONENo one can hear anything you say, and you can't hear themI even enabled the hearing aid accessibility option and it's still so muffled it's uselessI have only had it for a week and already I am so sick of apologizing to everyone that calls me and having to yell at them on speakerphone to hang up and text me instead.The proof is in the pudding The phone case design is defective Please do the RIGHT thing, stand behind your inferior product & issue a refund *** ***

Hello ***,
After reviewing your order and the notes we had written from when you called in, it looks like we are just waiting to get the case back from you in order to process the refund We have already refunded the original shipping charge since the package was not delivered in the
promised amount of time, and we have also waived the $shipping label charge that is typically associated with the return With that being said, we can finish the return process and refund you for the rest of the order as soon as we receive the product back from you I apologize for the inconvenience with the situation, but if you have any other questions at all, please let me know
Best Regards,
***