Otter Products LLC

***,
I apologize for the inconvenience with the situation, but we will not be able to cover the cost of replacing the damaged device There are too many factors that are our of our control in this sort of situation that could cause something like this to happen, so we are unable to cover damage to devices because of this It is stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product under any circumstances As offered previously, we can refund the purchase price of the case as long as we are able to acquire a copy of the receipt for the purchase, but that is the most we can offer at this point in time If you would be able to send in the copy of the receipt, we can get the refund process started for you as soon as possible
Best Regards,
***

Complaint: ***
I am rejecting this response because: On your case it clearly states that it is waterproof, snow proof, sand proof etc The people at the store I got it at told me the phone would be coveredSo you need to do some training to the stores that you sell this to or take off
the statements on the front of your packaging as it is advertising The store I bought it from did refund me the money on this product and on the one from the iPad that never fit the iPad I will be telling anyone that asks how poor this product is and will be continuing my publicity regarding information on this poor product I had to get a new phone because of this which you know is not a cheap endeavor
Regards,
*** ***

Complaint: ***
I am rejecting this response because:this is the same response I received when I contacted the companyI have already received a replacement case for the defective case but this doesn't fix the issue that my *** screen is brokenThere was not a drop or any external damage done to the case nor tablet to have caused this screen to crackThe screen cracked because of a defect with the case internallyAs I previously stated there are two defects that I saw with the case I had that I fully believe caused the crack in my screenThe top left corner of the case never properly sealed and would need to be firmly pressed together to seal and the second reason was the hard cover for the case was difficult to remove and when removing it, it would create pressure on different corners of the device which I believe and have seen to be the case as to why the screen crackedThe tablet was not droppedThe other day I attempted to remove the hard cover which again was tightly fitted and in removing it because of the pressure of trying to pull two corners up at once it caused another crackThe issue isn't with what I did to the device but rather what your case did to itIf I had known that the case would cause this type of damage I would have stayed with the tempered glass screen protector that I had on it previously and went with a different ballistics optionI bought your case because I wanted to protect my device but instead your product damaged itIf returning your replacement case ensures my device being repaired than I will do that but it is bad business to let this matter go unfixedI don't care two cents about the case but I care about my $investment and I expect that if the corporation desires to maintain their good reputation they will fix this matterI have high regard for Otterbox and have used Otterbox products for many years now with every device I have owned and wish to continue but I need the company to be as loyal to their customer as their customer is to themI don't have the financial means to repair it currently and I don't feel that it is right for the expense to fall on me when I went to every extent to ensure the devices safety only to have it break by the product that is supposed to protect itPlease take care of this matter so that your reputation is enact as well as my future investments with your company.
Regards,
*** ***

We take all customer feedback very seriously and appreciate you taking the time to share your observations and concernsWe will be forwarding all of these observations to the appropriate departments so that we can observe first hand the issues that you are experiencingWe do extensive testing to ensure that our cases are as durable as possible and meet and exceed our durability expectations. Our warranty is in place to issue a replacement case not a refundWe are unable to offer a refund if a case was purchased from a third party retailer or if it was purchased directly from our site but is outside of our day return periodWe are able to send you a replacement case and waive our standard shipping and handling fee

During my time using Lifeproof products, I have had issues with them every timeGranted I have trusted them twice and let down twice1st let down was with my iPhone 6SThe volume button kept breaking offGot it replaced and had the same issue
2nd let down is very recent to my iPhone PlusIn some miraculous way, the back glass of my phone cracked inside of my lifeproof caseNothing wrong with the caseI payed $for whatSo I can pay a $deductible on my phone insuranceMy opinion Lifeproof is a waste of money and your just paying for a name brand because the quality sucks

Dear ***,Thanks for reaching out to us and sorry for any delays.It sounds like you do have TWPPNot all LifeProof customers do, so knowing that helpsThanks for that informationI checked with our TWPP department to see if you had registered with TWPPThey did see that there was a partial registrationJust a head's up: it is under *** *** (a name we could find in one of the photos you sent to us), not under yourselfThe contract holder has a totally different first and last name from yourself or ***If you can have that name handy that would be helpful but should not be absolutely requiredBear in mind the information that was received is very incompleteThe TWPP department told me the do have an IMEI number on fileAs long as the cellular device you are doing a claim on matches that IMEI number, you should be able to file a claim with them. Please be ready to give them your last name and zip code as the number here is not on file with themOnce again, the first name you want to give them to pull it up is ***We had a little bit of trouble finding it. You may reach our TWPP department at 877-394-6001.Please let me know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because: My complaint is based upon the advertising where individuals video themselves jumping into water with their phone in the caseI purchased the case based solely upon the protection displayed in the videoMy phone was submerged less than seconds in less than a foot of water when it was destroyed by their product failureThis exposure was far more minimal than what is claimed/displayed in their advertisementsAs for the warranty, I conducted a water test prior to installing the case as instructed, which was approximately six months agoI take great care with my phone, I'd never intentionally jump into water as their video displays out of cautionDo to these circumstances I was forced to replace my phone with an *** at the cost of $plus tax and new case from another business at the cost of $
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the case is fine, the phone is not
Regards,
*** ***

I bought the otter box and did so because it protected everything on my *** *** * *Some how I have a crack in my screenSince I did not get the protection listed on the phone as listed, I am either looking for assistance with the insurance copayment fee or a refund for the otter box.$refund or additional payment towards copayment from insurance company

Dear ***,Thanks for reaching out to us and sorry for the very long delay.I am not sure what may have happened with this order or why it may not show if you contacted us later onWe normally would keep a record of your having called usWe are seeing that we asked you to call us back so we could
get credit card information for a nominal shipping and handling fee, and that once we got that we could place the orderPerhaps you did not get that emailMoving forward, please know that if you don't hear from us in about three weeks, we encourage you to call us backIn waiting over half a year, we risk no longer having a case in stockFortunately, we do still have these parts.Regardless, I did go ahead and place an order for a whole iPhone 4/4s Defender case in blackI did put a push on that so you should get it as early as late next week.Please let us know if you have any questions.Best,Sarah

Complaint: ***Advertising your product to protect DROP proof up to meters is ADVERTISEMENTI wonder how many other consumers have entrusted your product to protect their costly merchandise Your company is dishonest.
I am rejecting this response because:
Regards,
*** ***

Dear ***,We do appreciate your getting back to us and apologize for any continued delays.Regardless of if there are damage or defects to the case, it is still the job of every customer to inspect cases before entering waterWe must stress that we do not encourage the case and the phone entering the water if there is even the slightest concern about a tight sealWe also instruct that customers should the water test every few months. That said, even though we already sent a replacement case, we are happy to also offer a third party refund on the caseWe don't usually do this when a warranty has already been sent, but we will make an exception just for youThis 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 (within the last months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateYou would be under no obligation to send back the replacementPlease let us know if you have any questions.Best,Sarah

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

Dear ***,Thanks for reaching out to us and sorry for any delays.We do appreciate the passion behind the research you have doneThat said, per our limited warranty, we do not cover devicesThis is in no way a deception, and is in no way backpedaling on any kind of promise that was madeWhile we
do extensive testing on our products, we have not control over the journey the case and the phone might take once it leaves our doorsIt is extremely important to test the case on a regular basis, and to inspect the case each time one enters the waterAn oversight, such as not assuring a tight seal of all openings, may still result in the case not offering maximum protection, and there is no way to trace what may have happened. Again, here is a link to our limited warranty:https://www.otterbox.com/en-us/warranty-full.htmlThe warranty only covers what we have made, and since we don't make devices, they are not covered under warrantyThe case, additionally, is not an insurance policy on your device. Perhaps even more importantly, and this is critical, the Armor case for the *** * is not recommended to be used with the *** **For this reason, we especially cannot assure that the case would offer the anticipated protection. We are happy to work outside of our warranty policy and get you any non-battery case you likeThis is a really big exception, under the circumstances, but we are happy to do this for youThis exception includes any tablet case as well. Please let us know if you have any questions.Best,Sarah

Dear ***, Thanks for reaching out to us and sorry for any distress you may have experienced.Per our limited warranty, we cannot help with damaged devicesThis is stated on our website, and I am happy to provide that link:https://www.otterbox.com/en-us/warranty-full.htmlThe case does
not act as an insurance policy and we can only warranty something we have manufacturedWhile we test our products extensively, we cannot anticipate every string of events that may lead to a case suffering damageNo case company out there can assure you will never have damage to a device. That said, if you like, we may be able to do a refund on the cost of the case itselfThis 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 (within the last months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateI have briefly put your replacement order on hold to see if this is an option you would preferWe can either warranty the case or offer this refundIf you would prefer the case instead, just let us know, and I will release that shipment for order ***.Please let us know what might work for you.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any difficulty you have experienced. All LifeProof cases are under a one-year warrantyEven though it is a one-year warranty, we are happy to extend that out as long as we have the case in stockWe cannot assist with a third party
refund on the casePlease note we have this well in stock to get a replacement to youWe can even expedite that order once you complete the warranty process.Please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because: you clearly do not understand the issue I am having the phone u sent me is defective we have sent the old phone back also the phone u sent is the wrong model if this is not resolved in the next week we will be pursuing a small claim judgement
Regards,
*** ***

Complaint: ***
I am rejecting this response because:It took over a month to get my case replaced and it's still not working correctlyAs far as I'm concerned it's never worked properly and I deserve full reimbursementIf I knew the case wasn't going to work I would've asked for the money back originallyIf I knew I would be treated in such a way originally I would've never purchased the caseI tried emailing your company to resolve the issue for weeks and I was sent another case that doesn't work properlyWho then is at fault? Me for buying a $case assuming it would work correctly and if not I could warranty the case hassle freeYour company is not doing good business and you sell a less then mediocre product.
Regards,
*** ***

Dear ***,We are happy to accommodate your request for a pink and a black case.I have sent you one pink Fre case for the *** * and one black Fre case for the *** *I put a push on them and you should get them early next week at the latest. Please let us know if you have any questions.Best,Sarah

Complaint: ***
I am rejecting this response because: The case has a warranty for if it breaksThe picture shows the case was broken and not lostI gave all numbers asked for identifying as the are on the clipI have the receipt showing what I boughtIf the item is not warranties do not advertise it as so, as I bought this because it was represented as indestructible by *** employes and the warranty sold me on it
Regards,
*** ***