Otter Products LLC

*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

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: 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,
*** ***

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

***,
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,
***

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

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

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

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,
*** ***

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

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

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

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

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,
*** *** ***

We Bought a Otterbox for my wife about weeks ago and then days ago I bought one for myselfWhen I got home and took it out of the box there was warning about proposition which states that there is a chemical known to cause cancer, infertility and birth defectsThe warning is inside of the box and not visible from the outside We would not have bought the products if we were aware before purchasingWe contacted Otterbox and they told us to bring them back to the store for a refundThe store said all sales were final and for us to contact Otterbox so we didOtterbox told us that they could not help us because we did not buy the products directly from themThe total for both items were around $cnd
The store we bought the items from is called *** and they are located in the *** *** *** Mall in *** ** ***

Dear ***,Thanks for reaching out to usWe apologize for any delays.It does look like you got us everything we needed to process the third party refund a couple of days ago, but it may have slipped through the cracksWe did go ahead and process this refundThe reference number
is *** and the amount will be for $This will be in the form of a check and you will be receiving it in about three weeks. Please let us know if you have any questions.Best,Sarah

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

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,***

I have ordered the toughest case available for that deviceYou will receive email confirmation that an order has been placedAs soon as the order ships you will receive a *** tracking number

***,
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,
***