Otter Products LLC

Complaint: ***
I am rejecting this response because:
I sent all that pictures via email and no where in your warranty policy does it state that the user has to lift up the case and remove a piece with a damn toothpick or finger, I sent the serial number picture when asked for it also, and your customer service reps are terrible
Regards,
*** ***

Complaint: ***
I am rejecting this response because: well according to everything on my end you guys still have the charge from my card
Regards,
*** ***

Complaint: 10***
I am rejecting this response because: I received this case as a gift for Christmas it was broken and I never got to use it I would like to either get a credit for or a case that will actually work for the *** *.
Regards,
*** ***

Trying to decide what to buy for my *phone *, I checked on products that would protect my phone since it is quite an investment I read about the Otterbox Defender and the promises of airtight, contoured to fit the *phone * and the promise of protection of my phone None of the above is true My Otterbox *** (bar code) allows condensation, causes it difficult for parties to hear me, is difficult to hear when this device is on my phone I am very unhappy with it and tried to get a refund for my money but was refused at the retail store, *** unless I placed it on a gift card I do not wish to place it on a gift card and want a refund of $plus tax $total This product does Not deliver what it promises and makes my conversations very difficult I just want my money back and I will be glad to return this defender cover thank you

The product website claims that the Lifeproof phone cases are waterproofThat is a claimMy brand new phone received water damage while completely and correctly encased a Lifeproof caseThe advertisement is and, as in my case, very costly to consumersThe one and only reason my expensive phone was damaged was because I believed the advertisement that the case was waterproofIf it weren't for this advertisement, I would have been very careful to not let my phone get wet

We purchased the lifeproof case on February 22, for the *** * * ***The phone was ruinedWhen I called customer service and talked to *** he asked me if *** put the case onHe then asked if we did a water proof testI told him yesAfter all set and done he said there is nothing we can do about the phoneBut that he can refund the money for the caseI then let him know that the advertising for the case is because it states that it will protect it from dirt, dust, water, ice and survives dropsThe phone was not protected

Complaint: ***
I am rejecting this response because it ignores the thrust of the complaint - that the waiver was in work but customer service made a request of the customer (give more time) and failed in following up.
Regards,
*** ***

Phone protector offers warrantyBought otterbox for *** ** years ago and it's falling apartTried to file warranty claim and they asked for credit card info for shippingGave them card info and the page just reset to home pageTried to contact customer support and the page again just reset to home pageWant to make sure that my credit card info wasn't taken since they clearly can't be trusted

Hello ***,
I am sorry that your phone was water damaged while inside the Lifeproof caseUnder our Limited Product Warranty we are more than happy to replace your case for freeHowever, our product warranty is limited to the products we manufactureThis means any product not manufactured by
Lifeproof, such as your device, is not something we can replace, refund or reimburseIt is stated in our Limited Product Warranty online that we aren't responsible for the deviceHere is the full Limited Product Warranty link
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
We do advertise our cases as water proof as we have passed industry standards for what constitutes water proofIn addition to passing these industry standards, we test all cases before sending them out, with a suggestion of doing another water test once the product has been received by youThese tests are in place to ensure the case we sent you or the case you purchased is water proofOnce a case passes these tests and if it fails afterwords, there are too many variables to definitively say it was a defective caseIt is rare when a phone is damaged inside the case, and while I wish we could help under our warranty, we simply don't manufacture that product so we can't assist
We are still more than happy to assist with the warranty of your case if you would likeWe will simply need the case color and the case serial numbers
Sincerest Regards,
***

Complaint: ***
I am rejecting this response because:If Lifeproof's position is that their case cannot be guaranteed to protect devices, they should not make such claims on their packaging as:> Survives dops from up to feet> Withstands unexpected drops and shocks> Full screen protection and functionalityThese are and misleading claimsAn offer of a new case is worthless, as the current case did not protect the deviceI think a refund request is very reasonableI have a damaged phoneI did not request that they provide me a new phone, just the cost of their substandard productWhy would I want another substandard product?
Regards,
*** ***

Thank you for your continued patienceI have searched for your registration information in our Total Water Protection Program and unfortunately have been unable to find the registration with the information providedI am happy to search under different contact information or under your registration numberAfter a registration is complete you should receive an email with your registration confirmationWould you be able to check your email records for the email with the successful registration information?Without the additional information to help us find a successful registration we will be unable to offer you compensation for the device itselfI am happy to help you receive a replacement case and/or a refund for the case with a valid purchase receipt from the last months

Complaint: ***
I am rejecting this response because: Clearly it is advertising on the box that the case is in when you purchase it Also, the *** Representative falsely was stating information about the product was not true My case is not broken My phone isI have sent you the copy of the box for the case on the front and inside the box I have attached the copies again for your review
Regards,
*** ***

We do understand that you may have had a bad experience with our customer service and are handling the issue internally in regards to the agent that you spoke with directlyWe generally do not offer to refund a customers order once we have provided a warranty replacement, so the exception that was made is outside of our return policyWe do see that your return is in transit back to our location and as soon as we have received it we will process your refund back to the card used to place the purchase

yes please refund the shipping charge for a full refund back to my cardi want it like I never even placed an order with otter box I want a full refund thank you.
*** ** ***

I have ordered your replacement cases and waived our shipping and handling fee as an exceptionYou will receive email updates and as soon as the product ships you will receive a *** tracking numberPlease respond to any of the emails with any questions or concerns

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 your caseEach of our cases are thoroughly tested to ensure that they are the most protective cases available
for our customers and their devicesWhile our cases offer the most protection available they are not a guarantee that a device will never become damaged.Generally our warranty is for replacement not refund however since the case was purchased directly from LifeProof.com within the last days we will be able to help you complete a returnA Return Merchandise Authorization has been created for you and the return shipping fee has been waivedAs soon as we receive the product back we will be able to issue a refund for you

I am very sorry to hear that your case did not perform as expectedAll LifeProof cases include a limited 1-year warranty against any damage or defect to the caseEven if the case is more than a year old, we will continue to honor that warranty as long as we have cases available for your deviceTo
view our full warranty please visit https://www.lifeproof.com/en-us/warranty-full.html.We are able to replace and in some instances refund the case if purchased within the last monthsI will need a copy of the original receipt to move forward with a refund for the case

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThat is explained in an insert that comes with each LifeProof case, and also is on our websiteYou can read that
here:https://www.lifeproof.com/en-us/warranty-full.htmlWe test our products extensivelyThat said, we are unable to be there for every moment of the life of the case and the deviceIt is impossible to determine if the case was on correctly at the time of installation, or if the water test was properly administeredWe appreciate the passion of your argument, but please be reminded that the warranty does not extend to the device and the case is not an insurance policy on the deviceIt is also critical when using any mobile device to have a reliable bamethod for all photos and videos on said device, as any digital device is prone to damage for any number of reasonsThere is no case that renders a device indestructible, and we do not promise otherwise. We do see we sent you a replacement case, and hope you received thatWe do have one more thing we can do for you that is outside of our warrantyBear in mind that not everyone qualifies for this, but perhaps you wouldWe can also possibly get you a refund on your caseThis 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 datePlease let us know if you have any questions.Best,***

We strive to make the most protective cases for our customer and their devices for every situationWhile we do extensive testing in several different scenarios we are unable to guarantee that a device will never become damagedThe one year warranty is in place to ensure that a customer can receive a case that will protect their phoneIf the case becomes damaged or stops functioning we are able to offer a replacement case for up to one year after the original date of purchaseDue to the circumstances we would be able to offer you a replacement case in the same style or a different style and waive our standard shipping and handling fee

We are only able to issue a refund for a product if it had been purchased from our websiteThrough extensive testing, we have not discovered any issues that would cause the cell phone signal strength to diminish, but would gladly issue another warranty to see if that helps your problemPlease give
us a call at 1-888-*** and we can issue a replacement for your case