Otter Products LLC

Complaint: ***
I am rejecting this response because:I did speak directly with lifeproof on September 21, I spoke with a manager of lifeproof too and explained my situation to its entirety in which she seemed very concerned to my situationIn your analogy, I took my *** back to the *** dealership Why would I want another case if it can, once again, destroy my phone? You can offer me cases, I don't want them, I want to be reimbursed the cost to replace my phone. Now, seeing that this is the 4th time trying to have your company, lifeproof, to do the right thing, I will keep reposting how you fail aso a business with your claim "we back our products claim up" no, no you do notSo far, a handfull of people are not going to buy your productI hope it was worth it. I have already sent the case back to the store.
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

***,
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,
***

Hello, I got an otter box defender case for my *Phone * *** YESTERDAY (9-24-2017) and about hours later I put it on and realize that the is a small gap on the bottom of the phone near the charger port and its preventing the screensaver to be flush with the phone screenthis is on the plastic shell NOT the slip cover (very annoying) I get onto otter box to request a new hard case and realize that its $for shipping and handlingI have not had this case in my hands but TWO hours and I am expected to pay? I have had many, many defenders cases in my lifetimeIf I get a new phone, the minute its turned on an otter box defender goes on itI get on *** to voice my concern to them because I feel like it's not fair to have me pay *** responded back with take it back to where you bought it and they'll give you a new oneSeriously Otterbox? First, the closest *** (which I bought it from) is minutes awaySecond, ***'s within miles of me doesn't have this color! Thi

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 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

Complaint: ***
I am rejecting this response because: your company should guarantee its product to the fullest My *Phone was less than a month old and your case was insufficient in its promises I want compensated for the phone!
Regards,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any frustrations you have experienced. First things first: I cannot find an incident of your having contacted us, so I took the liberty of setting one up: incident ***Please do let us know if you have a different incident under
another name.So, to address your direct concern: per our limited warranty, we cannot help with the deviceI can, however, accommodate your other request to refund you on the caseThe only thing we don't do is refund the taxThis 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 (Please let us know what device you have and what color/series case you have as well)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 can send those pictures to us through here, or let us know you accept this offer and we can send the request through our warranty system and you can get us the photos that way.Please let us know if you have any questions.Best,Sarah

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

While we have a limited lifetime warranty, this is for the lifetime of the device which the case was designed forIt appears that the case being requested was for an *** 3rd generation, which was released in March of and discontinued about a year laterWe do not have the ability to keep
cases in stock that far after their original release, nor are we able to refund a product that was purchased longer than days ago

Dear ***,Thanks for getting back to us and sorry for any stress this has caused.As stated, per our limited warranty, we cannot compensate you for the phone in any way. We are extremely happy, however, to set you up either with a warranty claim on the case, or, if you prefer, an RMA on your original case purchase, since you bought it from us.If you choose to do the RMA, we are extremely happy to waive the return shipping charges.Feel free to contact us to set up either a warranty on the case or an RMA on the case.Best,***

Dear ***, Thanks for reaching out to us and sorry for any delaysWe do recognize how distressing this has beenThat said, is simply no further action we can take on this concern, and there are no lingering pending charges on our endWe are actually seeing this was a credit card transaction, but if you think there may be a *** attempt under another email address, *** would be the best place to callYou can call *** at * *** ***They should be able to answer any questions you may have about charge reversal timeframes on their endPlease let us know if you have any further questions or concernsBest, Sarah

Dear ***,
Thanks for getting in touch with usSorry for any confusion over shipping expectations
We can see that, indeed, you placed an order on Tuesday, 11/04/10:08am MT (11:08am CT), give or take a minute
We are also seeing that this item was received on Thursday
11/06/2:pm (CT).
We do also understand you were expecting the package a day earlier.
The misunderstanding is in our processing timesWhen an order is placed online, it states very specifically that customers must allow hours processing time for any orderThis means that the shipping expectation for overnight shipping is the hours of processing plus the *** shipping expectationsWhile we do appreciate your passion on the matter, it does state this right below the shipping options, in the same size type as the shipping options. We do very much apologize if you had not seen thisThe time frame for the package is actually that it would arrive as late as Friday, 11/07/If you would like me to send a shot of what this page looks like, I would be happy to do so.
We are not able to refund the shipping fees on this package due to these stated expectations
Please do let us know if we can be of further assistance
Best Regards,
***
OtterBox

Revdex.com:
I have reviewed the response made by the business, and find that I do not have any other option than take this resolution.I bought the case in question on September at a local *** *** store, however I am unable to locate my receipt.Please advise how to proceed in order for me to get complete refund of the purchased case
Regards,
*** ***

Complaint: ***
I am rejecting this response because:you are selling a defective product , I did try it first and still did not work , it cost me $for using your useless product so iwant my money back on my deductible, at same time I will send a letter to apple because they do not need to sell defective products
Regards,
*** ***

Regards,
*** ***Complaint: ***I am rejecting this response because: This is where we had left offI had given them the number on my case *** at least timesAs a company I would think that they would know what case goes with that numberThey also already know my phone type and modelAnd they already have pictures of my caseThe only difference in that message is that they are not insisting that there is a white tag inside of my black caseOf which I am sure that I would of seen after looking times.It also does not respond to the way that they require people to use a computer and a camera and be able to upload picturesI had asked some friends, neighbors and relatives if they would be able to apply for their warranty Beside my brothers and myself all of the rest of them said that they would not be able to take advantage of the warrantyThat is unacceptableIt has been a lengthy process for me and is a process that is designed to keep people from taking advantage of a warranty that they had paid plenty for

The company's LifeProof phone case claims it will protect a device from drops up to two meters Yesterday my son inadvertently dropped his iPhone in the LifeProof case while pulling it out of his pocketWhen it hit the ground the screen cracked in a way that makes the phone completely unusableI called the company to complain that their product did not do its job and was told that all they could do is replace the caseThe case isn't damaged, the phone it was supposed to protect isI do have insurance through my carrier but there is a $deductible to get a replacementSince the LifeProof case's failure resulted in the damage to the phone I believe that the company should at least reimburse me for that cost

Complaint: ***
I am rejecting this response because: This does not address the rudeness of the customer service agent who laughed at my problem, nor the customer service supervisor who told me that this was my fault that the cases are falling apartReiterating company policy while laughing in the customers face is bad customer serviceI am unhappy with this generic response from OtterboxOtterbox does not apologize and does not champion good customer careThey customer blame for poorly designed product and do not rectify the situation, but instead force the customer to literally beg for a refundShame on Otterbox
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as the gift card is a Visa gift card and not a gift card for general merchandise
Regards,
*** ***

Hello ***,
I am sorry to hear about the inconveniences with your order/return I actually had your information and this situation passed over to me in order to get the refund we had promised set up for you The $refund for the price difference has been created for you and is
currently processing through our system You should hopefully see this refund within about 2-business days At this point in time, we have been in contact with you about this, and I believe we have resolved the situation as we had promised, but if you have any other questions or concerns, please let me know
Best Regards,
***