Otter Products LLC

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 should become damaged or stop functioning we are able to offer a replacement caseWe strive to make the most durable cases available for our customers and their devices
however they are not a guarantee that a device will never become damagedWe are able to offer a replacement case of your choice for the same device or a different device and waive our standard shipping and handling fee

While we regret that you were misinformed by the salesman who sold you the case, there is no advertising that says we will replace or repair a device damaged in our productWe have specific instructions to water test the case for minutes prior to applying the case onto your phone, and to retest
the case every several months depending on useOur warranty is for the replacement of a damaged case and our warranty does not extend to the device

Purchased a LifeProof case for my daughters *** * that says
Waterproof:Meets IP-standard for protection from water and dust
Will withstand immersion in ftof water for one hour
My daughter had her phone in her hand in the pool and took a picture underwater, it was under water for only seconds and it ruined her *** *She only took a picture under water due to the advertising that it is waterproof When we contacted the Company to get her phone replaced since it didn't meet the standard that was described in the marketing on the case The Customer Service Representative told me they don't warranty any phones if any damage occursI asked why wouldn't you warranty something that's states its guaranteed and he replied it doesn't state that they will replace the phone When I asked for a supervisor to speak with he hung up on me
This is advertisement,

All of our cases come with a limited one year warranty that helps you to receive a replacement case if yours should become damaged or stop functioningAll of our cases allow full functionality of the deviceIf the device is not functioning correctly while inside of the case we are able to offer
you a replacement case that will allow the device to be fully functionalDue to the circumstances we are able to waive our standard shipping and handling fee

Complaint: ***
I am rejecting this response because:we perferomed a water tests suggestedwe only have the case a week or less so it was not because it was old, and we did the test the day we received itI think that it is ridiculous to not cover the phone after your case failedWe did what was asked and your case did not hold up to what it said it was going to doI get that if the case had not passed your water test that you would provide us with another one but it did, then my daughter took her brand new phone into the pool to take a picture and your case FAILED!! My daughter would have never taken her phone I the pool if she hadn't done the test and is she didn't have this "Lifeproof" case on it!! So your advertisement was wrong in suggesting that anyone can take their phone into waterBecause you can not....
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I stated several times that I do not want a refund I just want a non defective case out of the boxAs for the case that was ordered today I will wait and seeIt is arriving on Tuesday of next week and will promptly take a look at it to see that it is free of any defects.
Regards,
*** ***

Dear ***, Thanks for reaching out to us and sorry for any delays.I did want to wait until I heard back from finance on this issue, as I checked with them to see the status of that checkFrom what we can see on our end, that check was issued over the summer and should have been sent to
you alreadyI am happy to continue working with you until I can see that this check has been received by youI do apologize I don't have a more complete answer as to what may have happened at this time, but I also did not want you to keep waiting on my initial response. If you like, I can offer to stay in touch with you through the original incident until your issue is resolved. Please let me know if this might work for you, and if you would prefer phone or email contact on this concern.Best,Sarah

Complaint: ***
I am rejecting this response because:
I understand that they feel that the issue was out of their hands once they shipped it and I should mention that the original one that they sent did finally arriveMy issue here is the quality of their productThis is the third Otterbox that we have had that has encountered an issue bad enough to need replacement and my daughter's is broken as wellWe've only had five of them so that's four out of five times we've purchased their product and found it to be sub parThe first time it happened it was a Defender series for a *** ** and all of the plastic inside was breakingThis was without the phone ever having been droppedIt was literally just breaking from being in my pocketI didn't request an exchange and ultimately changed phones thinking the quality issue was just an outlier for an otherwise quality productThe second time it was a Commuter series for my *** *** * and I had to exchange it because the defect rendered my phone unusable with the case onThe third was my wife's and the fourth is my teenage daughter's, both commuter series for *** ***Every time we have to go through their warranty process and wait for a replacement, our phones are left unprotectedThat is why I blame themIf their product performed as advertised, the broken phone never would have been at risk to begin withIf their product hadn't been consistently faulty, I would have probably just accepted this offer since I do believe they bare responsibility for getting it back to me in a timely manner but my frustration is based on a clear pattern of defective products that they charge an exorbitant price forIf we're being realistic, we're paying for the design and engineeringThe actual product is probably less than $worth of plastic and rubberI renew my request that they replace my wife's phone
Regards,
*** ***

I am sorry for the frustrating experience that you have had with your multiple cases and our warranty systemI would be happy to offer you a free replacement case of your choice

BUYER BEWAREThe case started falling apart months into the warranty The piece finally fell off that covers the silent switch Followed the warranty procedure on the website and NOTHING Not even an email telling me anything My family bought the case for my birthday and paid way to much money for a case that lasts six months I take very good care of my belongings but by reading other complaints I guess it wouldn't matter I will continue to complain locally and statewide

I purchased a lifeproof 2xbattery pack phone case from *** *** on March 31, 2017, for my *** ** ***I didn't put case on until April 8, The device charged my phone one time to a full chargeThen by the 12th of April my battery would no longer keep a 100% charge as it had always done prior to using caseI took the case off and put phone one regular iPhone charger, instead of charging to 100%, the charge kept decreasing
I contacted company and all they said they could do was a third party refundWhich I have not received
I purchased a new battery from amazon and when it arrived April 17thI took phone apart to replace it, only to find a DANGEROUSLY melted lithium battery insideI then contacted Jessie a Representative of LifeProof and they said they would not pay for the repairs

We purchased a FRE FOR PHONE *** CASE from *** We were told by the salesman that the case was waterproof with a lifetime warranty and that "lifeproof would replace our phone if it was damagedThe package the phone case was in also states the the case is "WATERPROOF | DIRTPROOF | SNOWPROOF | DROPPROOF" they state on the package & the lifeproof website that with this case your phone can be "Submersible in water to feet /meters for hour, that it is sealed off from dirt, dust, & snow
My husband got into the pool with the phone inside the lifeproof case in his pocketThe phone was submerged for less than a minute but now it no longer works! Now we find out that LIFEPROOF will replace the case if it was damaged but not the phone! Apparently even though they claim the case is "WATERPROOF, DIRTPROOF, SNOWPROOF, DROPPROOF" if your phone is damaged by any of these factors they still will not replace/fix the phone, only the case if it is damaged! I assure you I would n

I purchased the otter box defender case with the understanding that it would protect a phone from breaks Days after the purchase my son had his phone knocked out of his hand and the glass on the phone is cracked and its the defenders case, so why didn't it defend I called because it makes no sense for the phone to break in the case and the response I get is I'm sorry and it will be for shipping! how about you replace the screen and stand behind your product! I purchased this case because its supposed to be the best, but evidently that's not the case! Pun- not intended!!!!

I purchased the LifeProof FRE for *** *** case which advertises clearly on the box and throughout the box and on the website, it is water proof, dirt proof, snow proof, and drop proof (survives drops from 6.6feet/2meters) It states "The US Military Standard for drop and shock protection It requires that your LifeProof case physically withstand the drops, fumbles, vibrations, and bumps, you encounter day to day" On Dec25, 2017, my *** *** phone fell out of my pocket, while secured in the LifeProof case I stand at 5'3/4", the phone was mid-way LifeProof will not honor what they advertise The value of my retails over $800, and the repair cost is up to $When I asked to speak to higher management to settle this matter Amanda informed me "management does not speak to the public" I want this matter resolved as quickly as possible When this case was presented to me, I was given all the specs and features I was not told about the fine print LifeProof is mislea

I bought the *** *** *** * and a brand-new OtterBox Symmetry case a month ago I was just walking today and dropped my phone and it didn't protect it at all it didn't absorb the shock at all and when I called OtterBox all they offered me was if I can find my receipt they would refund me this is ridiculous the box says certified drop + protection but it couldn't survive falling two feet out of my hand when I asked them what the drop plus protection that is advertised on the box was they just told me that just says that we've tested it that's all that meansI said no it says I've got drop plus protection and it says it's certified so someone is falsely advertising this protection that doesn't exist

I paid about $for life proof charging, waterproof case which has a warranty with it to replace the case or replace the phone if the phone is broken while using their case The purchase was the May before last and the case broke not very long afterI went to *** several times but ended up waiting too long each time to try to get the case changed outI recently called life proof because eventually *** told me that so I had to contact, and told them I needed the case replaced as in contract in advertising which I signed with *** in which I signed up under life proves warranty and now they tell me they will not honor the warranty that they are no longer replacing the charging phones that they’re just going to send a regular case I told them they need to refund the difference in the money between a regular case and what I had paid in the charging case or refund it all together and I will send the case back to them Again they told me they don’t have one and they wil

Dear ***,Thanks for reaching out to us again and sorry for any confusion.We are not able to work with the photos you submitted and need more detailThis is entirely at our discretion to ask for better photos for a warranty claimThe photos that were submitted do not give us enough information and are show some odd details that need clarificationWe also need a new, clear photo of the serial number, as requested. Please let us know if you have any questions.Best,***

It appears that you have purchased a Holster clip attachment from our website, which is advertised as a replacement holster for the defender series cases where it is found on otterbox.comThese holsters are intended to be used with the Defender case, and according to the notes in our system, had
sent out the product which had been requestedAccording to our records, we have sent total holsters for *** ** at no cost, agents had noted that it might have been a mix up at our distribution centerWe have a $return shipping fee on any items being returned to us, and made exceptions to waive shipping fees twice in order to get the correct part sent out

Complaint: ***
I am rejecting this response because:I would like the $130, the price of the case, due to the case being defective.I will accept your disclaimer about not covering devices damaged due to your faulty case.Please look into your one employee who hung up on my after me asking "who can help me."
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Not sure if this is acceptableThe other case would be in blackIf this can happen I will surely accept the offer.
Regards,
*** ***