Otter Products LLC

I purchased an Otter Box for my [redacted] months agoI dropped my phone days ago 7/13/2016, and my phone was completely enclosed in the Otter Box at the time it was droppedWhen I dropped the phone, the upper right hand corner is crackedThe case did NOT crackI contacted Otter Box because they advertise that the case is Certified Drop ProtectedWhen I talked to the representative, she stated they would replace the caseHowever, I do NOT need a new case, I need coverage of a new phone since the Otter Box did NOT protect my phone from cracking

All of our cases come with a limited one year warranty that covers the caseIf the case should become damaged or stop functioning we are able to offer a replacement caseWe do extensive testing to ensure that our cases and screen protectors offer the most protection available for our customers and their devicesWhile extensive testing is completed and the cases do offer an additional layer of protection they are not a guarantee that a device will never become damagedOur warranty only covers the case not the device inside of the caseWe are able to offer you a replacement case of your choice for you and your wife for this device or a different deviceWe will also be able to waive our standard shipping and handling fee for the replacements

Complaint: [redacted] I am rejecting this response because: How do you respond to a sterile response from a company Do I go on other websites and post pictures of the useless product you are sending mePost the emails, and the employees name in question, insulting my intelligence.I have tried too often to get a resolution, at my expense evenYour records should show that I paid my own money to send back the useless product you sent me to "cover" my warranty claimIf you took your car in to be repaired under warranty, and nothing was done, would you be happy?I guess it is up to you Regards, and not best, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I contacted Lifeproof again 11/at 7:33PM (as they requested) and they are offering no resolution other than I purchasing a new case They offered no reasonable explanation as to why I was originally told (by email) they would replace the case for free They also did not indicate in this communication that I was limited to any certain model The exact wording is as follows "Can you please let us know if you are planning on getting another *Phone *, if not, please let us know what phone you are getting and what color case you would like." Regards, [redacted] ***

After reviewing your warranty claim I do see that the first and second request for pictures was sent on 9/12/at 8pm and at 9/14/at 2:30pmI have updated your email address in our system and I have resent the request for picturesDue to system limitations I will be unable to access pictures through the drop box providedTo process a warranty claim we will need you to upload pictures to the link provided in the email that was resent todayWe strive to have the best customer service possible and do constant monitoring to ensure that our high expectations are metIf it is found that our expectations are not being met the appropriate action will be taken

I am sorry for your frustrationOur cases are put through rigorous testing to ensure that they uphold to a certain standardRegular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we would be more than happy to send you out a replacementPlease give our customer service line a call so we can assist you further at [redacted]

[redacted] ***Good afternoon:I just received the message that this is now closed due to no response from the companies response Unfortunately I must have missed the email saying there was a message that they responded and I just read it now My problem with their response is that I did contact them within the 30-day tome period and I stated that in my information submitted They're refusing to acknowledge that representation Every time I contacted them, it went unresponded to This is frustrating to me that they wait until the exceeded timeline to respond to me, only to say the time has past I am not happy nor am I agreeable with their response I would like that noted that I am completely dissatisfied with them and their company They are truly fraudulent and deceiving at best

Dear ***,Thanks for reaching out to us and sorry again for any confusion on this order.We can see that this order, [redacted] , purchased on Nov 13, was for an [redacted] Defender caseI have attached the invoice.Since it sounds like the wrong item was purchased, we are absolutely happy to set up an RMA on this itemWe will not be able to send out an [redacted] case however.Please let us know if you have any questions.Best,***

Dear ***,Thanks for reaching out to us and sorry for any delays.We do apologize that we no longer have your case in stockWe are not certain where you are still seeing it for sale, but we no longer have it either for sale or as a warranty itemWe actually do not state it is a lifetime warranty, though there is sometimes a rumor that goes around that we doIt is actually a one-year warrantyWith the speed of technology,there is no way we can continue to manufacture cases on older and phased-out devicesThat said, we are happy to either reverse your warranty fee or send you any case you like (aside from out battery case) if that helps you outWe can even extend that offer out through the end of the year if you are due for an upgrade soonPlease let us know which way you would like to go on this.Best,Sarah

[redacted] , I am so sorry to hear about your [redacted] being damaged I certainly understand how you must be feeling and would love to try to resolve this situation I believe one of our representatives may have misunderstood your situation and provided inaccurate informationWe can absolutely replace your case, free of charge We will just need a photo of the case with some handwritten information as well as the case serial numbers I will be re-sending the email that requests photos from your original warranty claim You can provide the photos directly through that email Unfortunately, our warranty does not extend to the [redacted] device, itself Our limited warranty covers all products that we manufacture Because we don't directly manufacture the device and due to the vast number of variables associated with device damage, we are unable to provide compensation for the phone I truly do apologize for the circumstance and for the hassle involved with this warranty claim As soon as we receive the photos, we will get your replacement case out and on its way! Sincerest Regards, [redacted] OtterBox

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we do not assist with damaged devicesThis is explained on our limited warranty https://www.otterbox.com/en-us/warranty-full.htmlPlease note that the case does not act as an insurance policy on the device, nor does the warranty on the case extend to the phone.We do test our products extensivelyThat said, we have no way of monitoring every moment in the life of a case and a phone once the case is out of our doors, and it is impossible to trace the exact string of events that may have led to a damaged deviceAdditionally, there is no case out there that 100% promises that you will never have damage to your device.It looks like we have offered to both refund your OtterBox case and also get you a new caseWe are still happy to do this, but we would still need that requested information.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• 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 mention wanting a refund on the screen protector, but if this is not one of our screen protectors, we cannot do thisFor one, this case refund is already a special offer we are extending to you and for another, we can only assist with products we have manufacturedIf it is one of ours, we need to see that on the receiptPlease let us know if you have any questions.Best,Sarah

Dear ***,Thanks! I will send those cases out right away.Please let us know if you have any questions.Best,Sarah

I currently have an OtterBox case for my *Phone [redacted] it's one of the Defender cases I have had OtterBox cases on all my phones in the past the reason I've gotten the OtterBox cases it's because they had promised to guarantee that your phone would be protected and covered in being in the case it caused my phone to bend as a result I had to purchase a new *Phone I contacted OtterBox on three different occasions the person I spoke to each time wouldn't even hear out my complaint and then backtracked on their guarantee to protect the phone and that they would reimburse your money and at one point I was hung up on I spoke with [redacted] regarding the matter [redacted] said the life proof as well as OtterBox does issue refunds if you provide the correct documentation showing that they had to replace the The phone as a result of the OtterBox which I had that information to provideI wasn't asking for the full value of a new *Phone I was requesting $but no one seems to want to talk or comm

[redacted] I am pleased to say we were able to settle this and get a new case and phone We went to our local Verizon store and they called and got us what the warranty promised Not sure why we could not do that as an individual.Thank you for your time[redacted] ***

Dear [redacted] ,Thanks for reaching out to usWe do apologize if this has been a distressing situation.As we mentioned before, per our limited warranty, we are not able to assist with the devicehttp://www.lifeproof.com/en/policies-and-warrantiesSee: LIMITED PRODUCT WARRANTYWe do see we have already sent you a replacement caseWe definitely encourage you to let us know if you are having any issues with that new case.Please let us know if you have any questions.Best,***

Complaint: [redacted] I am rejecting this response because: I believe this is the very least they can doThe advertising for the water protection is the main selling point for these casesThe company makes a great profit for this feature and when it fails, they do nothing for the customer other than ship a replacement case for which they charge shipping!! This does not make them a "better" businessIt makes them a lousy businessIf the company does not want to take responsibility for the faliure of it's product, they should make the warning of possible failure at least as obvious as their claim of "water proof"If they cannot provide protection from water damage, then don't advertise it! Regards, [redacted] ***

Dear [redacted] ,Thanks for reaching out to usWe are sorry for any distress you have experienced.Per our limited warranty, we cannot assist with the deviceEach LifeProof case has an insert that explains the terms of the warranty, and we clearly state that we cannot assist with any deviceThe case does not act as an insurance policy, and we cannot warranty something we have not manufacturedWe do see that we have sent you a replacement caseWe are eager to have you let us know if that replacement case is working to your satisfaction, and encourage you to reach out to you with any questions or concerns you may have.Please let us know if you have any questions.Best,Sarah

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to meAlthough it will be very difficult to find this product satisfactory with out a phone to protect Regards, [redacted] ***

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is explained on our website and in an insert that comes with each and every LifeProof case.You can read more about that here:https://www.lifeproof.com/en-us/warranty-full.htmlWe absolutely test our cases but we have no control over all the things that may occur in the life of the phone, and of the case once it is out the doorWe do not promise you will never experience damage to your device: that is physically impossibleWe do give you extra, added protection but the case does not act as an insurance policy on your deviceWe are happy to get you a replacement on your caseWe are happy to get you any case you like (except for a battery case) if you can get us a picture of the case and a picture of the damaged device.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because: this response is not good enoughThe case was guaranteed to protect from water damage and it did notThis case did not work and as a result it cost me more moneyI have spoken to numerous people in your customer service department and they gave me the run aroundI just want a new case as promisedOr keeping your word isn't something you practiceI was told to call to replace the case after the misunderstanding of replacing the phoneYou adverise a waterproof case is this a product you no longer sell ? Is this why you don't want to replace the case? Regards, [redacted]