Otter Products LLC

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

Our warranty covers the case but not the device inside of the caseWhile we are unable to offer any compensation for the device we are able to offer you a case of your choiceWe will also be able to waive our standard shipping and handling feesTo read our full warranty please visit the website below. https://www.lifeproof.com/en-us/global-warranty.html

Lifeproof claims a warranty on their casesMy case broke, and the company says they can't replace it because they don't have anymore of that model, or any other model which will fit my phone
Account_Number: ***

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

On December 11, 2016, I purchased a ** ** phone and LifeProof FRE Case for business use My business, *** *** ***, offers a number of different field trips including activities such as snorkeling, kayaking, beach walks etcAs such, it is imperative that I have a waterproof case for my cell phoneI noted that the advertising on the LifeProof Case packaging indicated that the LifeProof case is waterproof (not water resistant, but waterproof) and may be submerged in water for up to feet for up to hour I specifically purchased this case so that I could take pictures while on snorkeling field trips and use them to market my company's services on social media platforms Unfortunately, the first time that I used the case for this purpose was on April 21, 2017, my first snorkel trip of the season and the case failedIn using the case, only the bottom half of the case was submerged in water for less than minutes, well within the parameters noted on the product packaging

Dear ***,Thanks for reaching out to us and sorry for any delays. We do see that you were not able to register for TWPP on timeUnfortunately, this means that TWPP coverage would not be offeredThat is a very specific process handled by another department, and it is pretty much written in stone how the coverage worksWe do apologize if this was stressful news to receive. I am happy to answer your questions on a point-by-point basis if that helps. We are seeing a number of photos in Nora's claim, such as a business card and a couple of photos of the case without notes, and also a number of photos that appear to be corruptedWe actually do not have all the information we need in the format we requestedWe need three specific images in this exact format: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 do apologize if you felt we cut you offWe do see the discussion became a bit circularPlease bear in mind that we simply do not offer device refundsIt is imperative to check the case before going in the waterIf there was damage to the charge port door, the case and phone should not have entered the waterWe cannot assure the case will protect under any and all circumstances, and the case must be considered "use at your own risk"This is even stated in that pamphlet. An issue appearing to be common still does not change our policiesAgain, there is a burden of proofWe cannot determine in each of those situations there was not user error, a test not done correctly, or some other unanticipated event that led to damage to the deviceWe do not replace phones. We understand you are frustrated but we are genuinely offering you what we can to help you out.Please let us know if you have any questions.Best,Sarah

We purchased two *** turbo phones from *** in December *** sold us LIFEPROOF cases for both phones at a cost of each We were having difficulty communicating with our new phones and went to *** a multitude of times and finally were informed the issues we were having was with the LIFEPROOF cases and to as informed we had to deal directly with LIFEPROOF We called LIFEPROOF after six weeks from the purchase of our phones and was told the case needed to be replaced We were told maybe dust got in it It had been placed directly in the store We received the replacements and they still cover the speakers of the phone so no one can effectively hear us unless we hold the phones directly over our mouths and yell into them/speak loudly We were told by LIFEPROOF tthey would not refund us our monies even though they know the cases do not function with these phones to permit effective communication Initially we thought it was the phones or poor reception and

Dear ***,Thanks for reaching out to us and sorry for any distress this has caused.We can definitely see there was some mis-communication, missing information and an unfortunate string of circumstances that led things to this point. We very much want to resolve your issue best as possible, and were wondering if you could get us a receipt from *** showing the amount you paid to get that replacement phone? If we can get that from you, we do have an option you may find satisfactory.Please let us know if you have any questions.Best,Sarah

Dear ***,We do appreciate your getting in touch with us and also apologize for any stress this may have caused.First, we are having a hard time finding you in the systemWhen you gave us a call, was it perhaps under a different name and email address?The issue you are describing is determined to
be a cosmetic issue onlyIt sounds like you already returned the case to Best***The one thing we can do in the situation that you still have the case is get you a warranty replacement on the caseDo bear that in mind for the future, should you decide to go with OtterBox products againThat said, we are happy to offer you a discount towards a future purchase.Please let us know if you have any questions.Best,***

Complaint: ***
I am rejecting this response because: I was promised the refund as I didn't request the refund from the startI was advised they were making a one time exception I guess this company is in the business of lying to its loyal customers and suppliersThe device/case is only months if that outside of the warrantyThis product has failed on numerous occasions, I was told then that a refund could not be offered as it was outside of the return policyI am quite sure that the businesses that supply this product to your customers are completely unaware of the promises that you make and then you retract the promiseIf you state you will provide somethng to someone and provide that promise in writing, what kind of person or company then turns around and retracts the offer? I am sure this is the worst customer service or lack thereof I have ever received in my years of working in the industry and my years working with one of your suppliersI wam only asking for what was promised to me in writing by your company
Regards,
*** ***

On 04/20/I purchased a LifeProof case for my *** * at the *** Store located in the *** neighborhood of *** The LifeProof case is advertised via the packaging to completely protect the *** from Dirt, Sand, Snow, and Water One of the claims of the box is that your *** could be submerged in up to meters of water for an hour at a time I purchased this case and did not have an opportunity to utilize it until February of when I went on vacation Before leaving for vacation, I tested the case in the manner in which the documentation provided to me suggested I inserted the provided plastic piece (which replicates an ***) into the case and submerged it under water for the suggested time I then removed the case from my sink and checked the case and the piece of plastic inside for any signs of water Nothing looked like an issue Later that week, I took my phone with my to the beach and had it secured in the LifeProof case Within mins of entering

Complaint: ***
I am rejecting this response because: I still have not recieved the itemAlso, I would like some sort of reimbursement for the delay.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:No refund has been received on this matter
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me*** * the toughest case you have for this model phone thank you for your prompt attn to this matter
Regards,
*** ***

Cases advertised and sold with the protection of the Total Water Protection Plan are only sold by corporate *** stores, with *** supplying the registration cardsWe do not have possession of these registrations cards, and are not a part of the process in either registration nor enforcement of the TWPP, which is a separate entity from LifeproofWe are unable to negotiate with the operators of TWPP, and what they say is final regarding their coverage of a device which was not registered in the first business days after the case was purchased

Complaint: ***
I am rejecting this response because:
Regards,If I am going to continued to be sent faulty products, plus charged to replace the faulty products, I would like to return my case and have a full refundI will not continue to be charged more money for a product that does not work more than a couple of months.
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
I have not received the replacement offered but I suspect that they will follow through as promised
Regards,
*** ***

*On July 12,I purchased a Life Proof *phone* water proof outer boxWe received the product on July 14,After putting the phone in the outter box the phone was wet by the rain and was not protected once it got wet now my sons phone* has water damage and the company only wants to reimburse me for the case which the money was refunded to me by amazon who I purchased the box thruI spoke to a supervisor by the name of Andrew from Life Proof that's outter box company name and he informed me that they would only replace the case which cost $dollarsI spoke with insurance people thru *** and they don't cover water damage that's why I purchased the water proof outer boxI feel the company needs to be responsible for their product since it didn't protect my sons phone

The phone that was shipped back has been receivedThe case is being reviewed and you will be contacted as soon as a resolution is reached

Dear ***,Thanks for reaching out to us and sorry for any distress you may be experiencing. Per our limited warranty, we are unable to assist with damaged devicesWhile we do give you great extra, added protection, there is no case out there that will 100% assure you will never have damage to
your deviceThis is explained on our website, here:https://www.otterbox.com/en-us/warranty-full.htmlWe are not clear if you have contacted our warranty department yet, as we have not been able to find a recent incident under this contact informationIf we have not already taken care of you through our warranty system, we are happy to go ahead and make an unusual offer for you that is rather outside our warrantyWe are happy to get you a check refund on your caseTo do this, we need the following: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,Sarah