Otter Products LLC

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

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

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

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

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

I filed a warranty claim in early December of I filled out their formSince, I have had no response to my warranty claimI've sent two follow up emails on their "form" with no responseI can not get a status on my claim

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

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

I purchased a new *** ** *** in April of I also purchased a "lifeproof" case to protect my phoneNot even months after using my new phone and case, I had some water splash on the phone while it was in the protective caseI tried using my phone a couple minutes after that and it wouldn't turn onI removed it from the case and dried off the phone and let it sit for the next days and it still didn't workI took it to a repair shop and they said the phone was fried and not able to be fixedI purchased this case after seeing all the advertisement about how your phone can be submerged in feet of water for an hour and how it will protect your phoneConsidering my phone was not submerged and only had a small amount of water splashed on it, I feel like this is some major advertisement and I am now left without the phone that I am still paying for

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

***,
While our cases are advertised as being waterproof, and are tested before they leave our warehouse, there are too many factors that are out of our control once the case has left us in order for us to guarantee that a phone cannot be damaged while inside of one It is for this reason, among others, that we state in our warranty that we are unable to cover damage to devices under any circumstances I apologize for the inconvenience, but as stated before, since we have already sent a replacement case for you, we have done everything we can do for you under our warranty at this point in time
Best Regards,
***

Purchased a Otter Box case for my *** *** phone Otter Box advertise that they case with raised side protect screen on your phone when my phone fell it fell on its side and the touch screen busted I contacted Otter Box only to be told sorry but all we guarantee is the casenot what there ad implies

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,***

Attempted to make a claim but was unsuccessful due to me "neglecting" to submit my warrantyAfter being on the phone for over an hour they stated because I didn't submit the warranty they would not help meThey then proceeded to state they will hang up on me after repeatedly asking who can help me
Having a receipt stating when I bought the phone and case would be sufficient evidence of warrantyDespite registering the warranty number late a warranty is a warranty
Situation: My phone was damaged because of a faulty productI was using my phone in a pool (first time device was in the water) I was taking videos when the phone stated there was water in the charging portI immediately removed my phone from the pool and removed the case and attempted to wipe my phone dryThe phone still had water in the charging portThe phone eventually stopped working all together

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

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,
***

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

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,
*** ***

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