Otter Products LLC

Complaint: [redacted]
I am rejecting this response because:Then I believe you should take that advertisment off of your packaging because I was a fool & believed it & spent the money for "shock proof" which I did NOT get. & Now I have no resolution to my broken screen. A new case is not going to fix my screen, which YOUR product was supposed to protect & I did read the booklet included as well as go over the terms on your website before even making my claim. But when you call to report the problem & a representitives advice to you is "I broke my iPhone screen and my screen only cost $80 to fix, so we can send you a new case you can sell it for the retail price & get your screen fixed" is unacceptable. I wouldnt even suggest lifeproof to ANYONE now because of this experience & if you do not want to further resolve this matter I will make a further complaint against the business to the Revdex.com as well as take legal action for my phone. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: first, those "factors that are printed in the information booklet" should be included on the box that the case is packaged in as well as on your site!! This is what customers see "Four Proofs. Zero Doubt."!Customers should have access to all of the facts before they spend $80 on something that may or may not be WATER PROOF! The fact is it doesn't matter if you test the case or not! The case may stay dry during the test and still fail when the phone is in it! That fact alone makes all of your ads full of lies!!! The information in the "booklet COMPLETELY CONTRADICTS all of the claims on the box and on the website. You ads claim that with your case I can place my phone in water on purpose and not have any doubt that my phone will be okay. The booklet states "never substitute or otherwise rely on a LifeProof product instead of regular backups or device insurance! [redacted]"Though LifeProof products are tested to meet stated claims, your device can still be damaged."WHY ISN'T THAT INFORMATION DISPLAYED ON THE BOX? This is so WRONG!!
Regards,
[redacted]

I am sorry for the frustrating that you have had with your case and our customer service. We pride ourselves on helping our customers in a fast, friendly and effective manner and I will research the incident that you are describing. All of our cases have a limited one year warranty that covers...

the case but not the device inside of the case. Before a case is sent out we water test the case to ensure it is waterproof. We ask that a customer complete a water test upon receiving the case and at regular intervals throughout the life of the case. Should the case become damaged or is no longer waterproof we are happy to replace the case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Complaint: [redacted]
I am rejecting this response because:Although your warranty may not include the cost of the phone. You are responsible for the false advertising. The package clearly states the case is waterproof. I have only had the case for about 2 weeks. My phone is new, only about 2-3 weeks old and now because your case did not protect it, my $739 phone is damaged.Regards,
[redacted]

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If the case should become damaged or stop functioning within the first year of purchase we are able to send a replacement case. Our cases do offer an additional layer of protection and...

go through extensive testing to ensure that the case offers the most protection for our customers and their devices. While we are unable to help with the device we are able to offer you a case of your choice and waive our standard shipping and handling fee.

Dear [redacted],Thanks for getting in touch with us. We apologize if this has been an upsetting experience.The terms of our limited warranty state that we cannot assist with the device. There is an insert in each and every LifeProof case that outlines these terms, although the warranty statement is...

also available on our website:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.It looks like we did offer you a third party refund on the case. We are eager to get that processed if you can get us the requested information.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 me.
I am also sorry for causing any problems and will look closer from now on when purchasing products.
Regards,
[redacted]

In order to get a warranty replacement for your Lifeproof Fre Power case, we would just need you to call our Customer Service hotline at [redacted]. Our representatives would gladly assist you with the warranty claim if we have your product in stock, but are only capable of placing an order...

for Fre Power cases by calling our hotline. Customer Service hours of operation are Monday-Friday, 6a-9p MST.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are sorry that warranty took longer than expected. It does look like the issue has been resolved, however. It looks like the delay was due to needing to authenticate the case. Please let us know if you have any further...

questions or concerns on your issue.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We are sorry if this has been a distressing experience for you.Per our limited warranty, we are not able to assist with you device. We are not totally sure where the misunderstanding may have developed, though the information you are saying [redacted] gave...

you - that we assist with devices - is untrue and misrepresents what we are able to offer. Please understand that we give you extra, added protection, but there is nothing in our wording on any of our packaging or adverting that implicitly or explicitly assures you will never have damage to your device or that the case acts as an insurance policy on or warranty coverage of the device. Manufacturer warranties are essentially always just for the product that company made and for no other third party product. It is important to read up on a product's warranty coverage under any circumstance. All this information is available on our website:https://www.otterbox.com/en-us/warranty-full.htmlWe also do extensively test our cases, but we have no control over what happens to a case or the device once the case is out of our hands. We have no idea what kind of fall the case and device may have taken, or if there were multiple falls. A sharp fall onto concrete or asphalt may result in a broken device no matter what case is on it. It looks like he offered a refund on your case. That offer stands, Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:Otterbox and I are not gonna be in agreement on this matter. Again I say if Otterbox had replaced the case I sent them with the same type of case ( silicon) we would not be having this discussion/ dispute at all. Since the replacement case broke in half causing severe damage to my phone in which I had just recently filed a claim and paid $200.00, then Otterbox should not only cover the case they should be covering my phone deductible. And yes I do have proof the original case was purchased less than a year ago from the filing with Revdex.com. I will email a copy of receipt as soon as I receive it from phone carrier. 
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. Sorry for any confusion about our process.I did reach out to another department and they require one more photo showing the  inside back plastic where the serial numbers should be. Without having the receipt, this was a required step, as it is to verify the product as an authentic OtterBox.Without this photo we will not be able to take any further steps in the warranty process and we will not be able to assist you any further on this claim. Please let us know if you have any other questions or concerns.Best,[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I called the other day, as soon as the customer service rep told me "well we dont cover phones" I was not gonna get into it with her, so yes I called but apparently not on record, What does that even matter because I obviously knew you corporate greed answer and response, Does it matter if its on record? Do you plan on doing the right thing and replacing the phone?...I will not stop writing and putting out negative press on all of your companies positions and attitudes until you step up and do the right thing, Maybe you should tell the Public that you do sell a faulty product and be very aware before you put your very expensive phone into our faulty product...What do you think the plumber would say to you if he put new pipes in your bathroom and they did not work and than caused a leak and damaged your floors?... Your company is everything that is wrong with what this world is becoming, Please stop writing me back with your generic shallow messages
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing. We are also sorry if you feel like we are giving you the brush-off in any way.The warranty on our product is just for the case itself and does not extend to the device. The case absolutely does not act like an insurance policy in any way, and we never make any promise, implicitly or explicitly, that it does. It is extra, added protection but not insurance. You need an insurance policy in place for that.The statement on our limited warranty is available on our website:https://www.otterbox.com/en-us/warranty-full.htmlWe can assure you that we are following all federal guidelines on warranties.Under the circumstances, we may be able to go outside of our warranty and get you a third party refund on the case, but we need some specific information in place: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 12 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current datePlease note that the receipt is critical, and must show the case was purchased within a year ago. We also need to see documentation of the damage to the device. We also still do ask if you know if a different family member may have made the initial call to us, as we are having trouble finding your incident.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: I will not pay for warrenty shipping fees every six weeks to replace this case. That is how often their case turns completely yellow. I want a full refund to buy a case from another brand or I want to be sent a replacement without shipping fees or the warranty does me no good because with the shipping fees it will eventual cost me the same as buying a new case. 
Regards,
[redacted]

Hello [redacted],
I am very sorry to hear about the damage to your phone while it was inside of a LifeProof case.  Under our Limited Product Warranty, we are always more than happy to replace a damaged or defective case free of charge, but this warranty does not extend to devices.  Since we...

don't manufacture the device itself, and also due to the fact that there are too many factors out of our control once a case has left out hands, we unfortunately are unable to cove damage to devices.  It is also stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product under any circumstances.  If you would like to read through the full warranty, you may do so at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
I apologize for the inconvenience with the situation, but at the very least, I would be happy to get you set up with a replacement case.  In order to send a replacement case, I would just need the serial numbers from the inside of each piece of your case.  If you have any other questions at all, please let me know.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was told that the otter box covered my phone, there is no reason my phone should have shattered in the defender series case, I am very upset and disappointed with the quality of your products for the price! Again, [redacted] said that it is $130 for my screen to be replaced which I would like to be reimbursed for, if I would have known how cheaply made your products were, I would have gone with a different case 
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We understand if you already surrendered your damaged device: we can work with an invoice showing as much. We just need a picture of that invoice with that invoice signed and dated.Our finance department does require an itemized purchase receipt. We can't work with a rough date or MSRP to refund you on the case. There is no wiggle room on this, as we need to follow IRS requirements. I would suggest seeing if you can go back to the original store and finding out if you can get a receipt by providing your original credit card, or the phone number you may have given them when you made the purchase. Not everyone qualifies for a refund on their case, and this is certainly the strictest part of the process. Please let us know if you have any further questions.Best,Sarah

Hello [redacted],
I am very sorry to hear about what has happened to the device that was inside of a LifeProof case.  Under our Limited Product Warranty, we are always happy to replace a damaged or defective case, but we are unable to cover damage to devices under this warranty.  We are...

unable to cover damage to devices because there are too many factors out of our control to guarantee a device cannot be damaged while inside of a case, and also because we do not manufacture the device itself.  It is also stated in our warranty that we are unable to cover damage to devices under any circumstances.  If you would like to read through our full warranty, you may do so at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
Once again, we would be happy to replace the case under warranty, but we will not be able to cover the damage to the device.  If you would like to receive a refund for the purchase price of the case in lieu of the replacement case, we would just need a copy of the receipt.  This receipt must show that the case was purchased within the last year, that it was a LifeProof case that was purchased, the price of the case, and the store it was purchased from.  If we can get a copy of the receipt showing this information, we can send the refund request to our Finance team for approval who would then send a refund check for the purchase price of the case to you.  If you have any other questions at all, please let me know.
Best Regards,
[redacted]