Otter Products LLC

Generally our warranty is for replacement not refundWe are able to step outside of our warranty to help you receive a refund for the case itselfDue to this being outside of our warranty policies it does take longer to process the refundPlease allow 4-weeks for the refund to arrive in the form of a check

I have a billing issue, today I went to order a phone case with overnight shipping ($120) and it gave me an error message twiceDue to this I checked my bank statement which showed $had been taken out of my account but no order had been actually placed so I would not actually receive a phone caseI called the support line and the lady I spoke with was very polite but wanted me to pay another $to process the order while I would have to wait 3-business days to get back the $I have already spentAt that point over fourth of july weekend I would be out $which is more than I would like to spendI was offered 10% off which would not even cover the extra $I am spending to have it overnighted and I believe is grossly low discount for the amount I have already been put out by this companyI will be writing formal complaints on numerous outlets and truly hope the company does not always do business like this as it will quickly lose numerous customers by stealing money from them

Complaint: ***
I am rejecting this response because: If they won't back up their claim that the device in their case will survive a fall up to two meters then they need to remove that wording from their advertising, website, and product packagingAs it is, it is falsely advertising a feature that the case does not have In addition I still believe I should be reimbursed for the replacement of the phone since the only reason I used that case was its claim to protect the phone from falls which is clearly a claim
Regards,
*** ***

The Total Water Protection Plan, or TWPP, is a third party insurance company contracted by Lifeproof and *** as an alternative to ***'s insurance optionThe plan comes with purchase of a Lifeproof case, which is only available with TWPP through a corporate *** store, and would need to
be registered within days after purchaseThe TWPP only covers the device for a year, meaning that days after purchase, there would no longer be any coverage on that case or device. Lifeproof customer service is not able to bend the policy set by TWPP, as they are a separate company

There are plenty of factors that can influence a case's overall integrity over time, which can cause the case to not lose its waterproof qualitiesWe ask that customers water test the case on occasion and gladly replace cases that fail water tests under warrantyAll of this is printed in the information booklet which came with your case for the maintenance of our product

***,
I am so sorry that one of our customer service representatives was unable to answer one of your questions We do our best to have answers for all customer questions but in rare circumstances, especially with new/upcoming products we are limited with the information we have
available I would be happy to try to get an answer for you What product/service did you need information regarding?
Best Regards,
***

Complaint: ***
I am rejecting this response because:This policy is not in accordance with the advertisement on the packageThe package indicates that it is waterproof up to feet for up to hourThe case that I was using was approximately months oldI tested it previous to putting it on my phoneIt was not exposed to extreme heat etcIt was a faulty product. If you have contingencies or exceptions to your "waterproof" policy, they should be indicated on the boxThis is an example of advertisingYou advertise that your product is waterproofThe bottom line is that ultimately it is not and it caused irreparable damage to my phone which cost me $to replaceSince the damage was a result of your product's failure, you should compensate me for my phone replacement
Regards,
*** ***

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with the deviceWhile we do appreciate the passion of your arguments, the case is simply not an insurance policy on the device, and the warranty is only for the product we manufactured
We do apologize if there was any misunderstanding that we did offer coverage of the device in any wayThere is a pamphlet that comes with each LifeProof case that explains this limited warranty, and you can read up on it here as well:https://www.lifeproof.com/en-us/warranty-full.htmlWe do test our products extensively, but we cannot be there for every moment in the life of the case and the deviceThere may have been a crack in the case or a seal that was not properly closed, or any other string of events that may have led to the device suffering damage. What we can possibly do is get you a refund on the case itself. This is what we would 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 dateNot everyone qualifies for this case refund, but we are happy to process this swiftly if you can get us the requested information.Please let us know if you have any questions.Best,Sarah

I purchased a case from the otter box web site and I noticed that it went to a lower price and when I called to be tol there was nothing they could do which was kind of disappointing

We purchased cases for iPad Most of the cases have failed in some way or fashion All cases are still under the one year warranty but Otter Products has refused to replace or fix the cases

I bought a lifeproof case an it was because it said it was a waterproof case guarantee an I dropped it in the toilet an the case submerge in the water for less the ten seconds an my phone got wetWell when the called the company all they want to do was send me anothe case but not replace my phone an it have water damage as I took it to *** an another phone tech shop an my phone is damage to where my warranty is no good

All of our Lifeproof cases come with a year Limited Warranty from the date of purchaseWe do extend the timeframe of our warranty coverage if the case is still availableUnder our warranty coverage, it is product for product and we can only send out the same case. For cases that have been
discontinued and no longer manufactured, we are unable to provide a warrant for itLifeproof is able to accept returns of product within days of the original purchase only if the product was purchased directly from Lifeproof.com

Water proof case for cell phone purchased and instructions followed Testingredients did not show issue, however, within the week the *** ** is ruined Called Lifeproof and they do not pay for phone if their product does not perform as advertised Costs me to replace

The Lifeproof FRE FOR *** *** CASE was $from a retailer and boasts of a warranty Soon after using my case, the adapter to the headphones stopped working The sound coming out of it cut out I called and they sent out two other adapters I have tried them all and they all stop working after 3-days I have seen reviewers online complaining of the same exact thing I asked for a refund, but they refused They will only give me another case, which will have the same problem Their guarantee is under days and I started having the issue within the first days

I purchased a lifeproof case in It comes with a one year warranty Upon equipment failure of the case, I filed a claim for a replacement Subsequently, I have had defective cases sent to me, which are useless I returned them at my own expenseThen I was issued a new case to a phone no one in my family owns, along with commentary from a person named Caleb, that I may not be intellectual enough to use this case, (saved emails) After taking more time to let them know of their failure to honor the warranty, I was again sent a case in worse shape than the rest The warranty coverage for a lifeproof case is in my opinion worthless Their customer service is even worse

Dear ***,Thanks for reaching out to us and sorry for any misunderstanding over shipping.When choosing overnight shipping, it does state to allow at least hours for processing times, not including weekends and holidays, in addition to the *** shipping timesThis order was placed on 1/22/
at 06:10:PM, past business hours, for that day, So, Thursday does not count as one of those business daysThe next day, Friday, 1/23/does count as a business day, as does Monday, 1/26/*** does not deliver on weekends, nor is our distribution center openSaturday and Sunday do not count as business daysThis package was delivered Monday, 1/26/at 01:PM, and is thus within the promised ship times and this is overnight plus 24-hours processing. Please let us know if you have any questions.Best,***

My mother and I went to *** *** and bought her an Otterbox case for her *phone ** in December Her phone's screen doesn't register she's touching the screen due to the case's plastic screen protector She's had Otterbox cases before, including up until the day she bought a new case in December and never had a problem touching the screen
I e-mailed Otterbox on December 30th but did not receive a response

***,
After reviewing your information in our system, it does not look like we have received a repair request under the Total Water Protection Program from you yet, we have only received standard case warranty claims As stated before, in order to request to have your device repaired under the Total Water Protection Program, we need you to submit a repair request form that goes directly to our TWPP team The reason there was confusion and you were told that there was nothing we could do was becuase you had submitted a standard warranty request, not a TWPP repair request If you can submit a TWPP repair request on the correct page, someone from our TWPP team will be in contact with you to give you the specifics of the situation and how it will work The TWPP website is currently down for maintenance, but the link to the repair request form can typically be found at the following website:
twpp.lifeproof.com
When that website is back up and functional, you can submit the repair request that will go straight to our TWPP team who can get everything set up for you and give you more specific information I apologize for the confusion, but please let me know if you have any other questions
Best Regards,
***

Sales tax was included in with the original purchase price of the productThis product is defective and is still within the warranty time frame for manufacture defects for replacement with only being charged shippingThey charged me SALES tax on the shipping priceIn IL you cannot charge sales tax on a warranty item when it has already been paid and you are getting a replacementSALES tax cannot be charged on postage if it is itemized on the bill of sale which it is in this caseRefer to Illinois Department of Revenue Regulations Title 86:Renevue Part Section I have attempted to remedy the charge of sales tax and the final outcome Rose from Otterbox said it will not be charged and it shows on my credit charge that it was charged to include the sales tax on the shipping

Complaint: ***
I am rejecting this response because:Your product failed to protect my phone It was a dropWhy would I want another cover ?? So I can have the phone fixed to have your product fail again? No thanks I will be spreading the word to all my clients and friends the experience I had and advice them to chose another company Phones are way to expensive now to risk having them break with a cover that fails
Regards,
*** *** ***