Otter Products LLC

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

Revdex.com:
I have reviewed the response made by the business, and although not completely accurate, I accept it.  I had been waiting to get an answer to one question which was knowing the documentation needed to go with the phone.  It took almost a month to get that answer and I still havent ever received a clear answer.  I am mailing in my phone now so you receive in in a day or two.
Regards,
[redacted]

I am sorry for describing the wrong process for your product. We work hard and do extensive testing to ensure that all of our cases meet the standards required. Unfortunately our warranty does only cover the case not the device inside of the case. I would be able to offer you a replacement of your choice or a refund for your case.

Under the LifeProof return policy, we are able to process a return and provide a refund if originally purchased from our website in the last 30 days. Although you have had repeated issues with your case, this is not a typical experience with our products. All LifeProof products are tested before shipment, and we are available at our customer service line if you would like to voice any concerns with future replacements or shipping options.

Complaint: 10758567
I am rejecting this response because someone needs to take a stand behind this.  Don't advertise something to protect a $600 piece of equipment and then have no recourse other than reimburse the price of case
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case and our warranty limitations. We do extensive testing to ensure that our cases offer the most protection possible for a device. While we work hard to make our cases the most durable available we unfortunately can not...

guarantee that a device will never become damaged. We are able to help you with the case but will be unable to offer any compensation for the device. I will forward your observations and concerns to our marketing team to see if we can make the limitations of our warranty more prominent. In the meantime if you would like to receive a replacement case I am able to send a case of your choice.

Complaint: [redacted]
I am rejecting this response because:The Lifeproof Case and Guarantee are provided by YOUR company...not [redacted].  There is nothing on the product packaging to indicate that there is additional paperwork that needs to be filled out to activate the guarantee.  To blame a [redacted] employee sounds like DECEPTIVE advertising and a loophole established to get out of honoring your product guarantee. I am attaching photos of your product to show that there is nothing on the box to indicate anything other than "Total Protection".I expect your company to honor their guarantee and cover the cost of a replacement IPhone and not push the blame to another company.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I am so sorry; I tried to attach the receipt as requested by Lifeproof, but I mistakenly attached an incorrect copy.  I did not see a way to resend it, so I am attaching the receipt here.  [redacted]

Complaint: [redacted]
I am rejecting this response because:This response looks very promising until I reach the very bottom, then they are not saying anything different than what they have already told me. I can provide all of the information that they request except the receipt/invoice from the original purchase. The call center and facebook teams offered me a refund check if I could provide the receipt. I have stated repeatedly that I cannot provide a receipt from the original 2013 purchase at [redacted]. The case originated from Lifeproof, and the replacement case we received in 2014 came directly from Lifeproof in the mail. If they will accept all of the requested information, other than the receipt, then we have a deal. Otherwise, we have not advanced this discussion at all. Please provide my email address: [redacted].[redacted] to the respondent from Lifeproof, per her request, so she can contact me and provide me with an email to send her the request information. I will send all of that, but need to clarify whether or not they will drop the demand for the [redacted] receipt.
Regards,
[redacted]

Mr. [redacted], According to the supervisor you have been in contact with regarding this issue, a refund has been issued for your order.  We have additionally waived the typical $5 return fee and refunded original shipping as well.  Please let us know if you require additional assistance. Best Regards, [redacted]OtterBox

Hello [redacted],
I apologize for the inconvenience with your order and the return situation.  In this type of situation, especially if it was our mistake, we are happy to help in any way we can, so I am unsure why we didn't look into removing the charge for you.  With that being said, I...

have removed the $5 charge from your return, so you will not be charged the $5 return label fee when we receive the case back from you.  You will not receive an email update about this charge being removed, but we will refund you for the full order price once we receive the case.  I apologize again for the inconvenience with this, but please let me know if you have any other questions.
Best Regards,
[redacted]

Dear [redacted],Thanks for getting in touch with us. We do apologize...

for the distress this has caused.Per our limited product warranty, we cannot warranty something that we have not manufactured, such as a device. While we do try to give you extra, added protection, we cannot test for every possible combination of events that could lead to a device breaking. Please see our Limited Warranty statement:https://www.otterbox.com/en-us/warranty-full.htmlWhile we are unable to offer a new case via store credit through us or any other retailer, we can get you a replacement case through our warranty system. To do that, we ask for the standard warranty photos. I've taken the liberty to send you the photo request for the warranty from your original incident. I will also waive the normal shipping and handling fee to help you out. Please let me know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I truly think that is criminal.A child sees you're advertisement and wants it with the hope and knowledge you are saying its waterproof. So stop advertising waterproof and tell the public that once in a while there may be damage so that we know not to ever take a chance and put our expensive devices in your lousy product..Yes I understand you can not be there for every incident but all it takes is 1 for it to ruin 1 persons phone.I am no more important than the next person and I am a hard working citizen who is now out a phone because I believed in your lousy ads.. if someone puts a roof on my house and it leaks not only will they fix the roof but they would pay for the damages of the items that were supposed to be protected by their so called protective roof..You're company will continue to get negative feedback from me and I plan on telling every social media outlet that I am on how bad your product is and how much worse you're response and customer support is... I am not done,I will continue thos fight to be deservingly reimbursed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is useless. 1) I have no phone; therefore, I need no cover. 2) When I do get a new phone, I will NOT use a LifeProof or OtterBox cover, unless the new phone fits the cover I already have, which failed to protect my phone. Sounds to me like the company is looking for the easy way out and denying any accountability. Unacceptable.
Regards,
[redacted]

Dear [redacted],
Thank you so much for reaching out to us and sorry for any concerns or delays over this order. It does sound like it has been a stressful experience. 
You are quite correct that your first order did get declined. It looks like it may have been some kind of issue with the...

address, though the good news is the second order, as you were informed, did go through. 
I do have the shipping information on that your order, order number [redacted], and I have attached that order invoice. I think you will find it has most information that you may need, including the FedEx tracking number.
That FedEx number is:
[redacted]
Estimated delivery :Wed 11/19/2014
[redacted]
You may already be aware that orders to Hawaii generally take about an extra week.
We do apologize that we were not able to reach out to you further regarding the first order. Due to volume of orders, we generally are not able to reach out to customers via phone when orders are declined. That said, we very much apologize that you felt we were letting you down in the process, in terms of any promises we may have made about time frames on order confirmations, and in terms of certainty of availability of product on a new release. We value you as a customer and value your feedback as well.
What I can offer is that I will personally keep an eye on this package to see it gets to you. It is important to us that we assure this gets to you properly. 
Please let us know if we can be of further assistance.
Best Regards,
[redacted]
Customer Service Expert
OtterBox

Dear [redacted],Thanks for reaching out to us and sorry for any distress you have experienced. As has been already explained, and per our limited warranty, we are not able to assist with the device. There is nothing in our advertising or packaging that promises otherwise. We do apologize if...

anyone gave you misinformation about our policies regarding devices. We do encourage all customers to do a proper water test on the case before using it. That said, the LifeProof case is not meant to be an insurance policy on the phone. It does look like we got the process rolling for getting you a third party refund on your case. Please feel free to continue submitting information for that, as a third party refund on a case is definitely something we can help with, as long as we receive the correct information.Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:Again, replacing the case (your product), would not be acceptable especially because it didn't do what it was intended to to by protecting my phone. You wouldn't keep wearing a jacket that doesn't keep you warm but says it does would you? I am really upset that you keep blowing me off especially because it sounds like you just copy and pasted the text from your previous response. I am not asking for a new phone, I am simply asking that if you "stand by your product" to send me a check for the cost of the glass replacement. Tell me, why should I, or anyone else in the future buy your product over your competitors? Especially when all I am getting is a runaround with poor customer service and a product that failed? I have included pictures of my damaged phone to show you that this isn't a joke other than your product that clearly reads "certified drop protection+" written right on it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Your suggested solution is not acceptable for a couple of different reasons. 1. I no longer have the phone which the case is designed to fit. It was ruined when my last LifeProof case failed to meet the standards advertised by your company. Therefore, replacing the case is not an acceptable resolution to this issue.2. I will not be using a LifeProof case in the future as my experience has indicated that they are not capable of performing the services advertised by your company nor needed by my business. Even in your responses to me, you have indicated that you recognize your product's risk of failure to deliver on your advertised services. Unfortunately, due to the loss that I have experienced due to your product's failure I am not able to take this risk again.I simply cannot understand how you can advertise a product as waterproof, soliciting customers based on this statement, but then acknowledge in your correspondence to me that your product actually is not waterproof due to a number of different factors. If the product is not waterproof as you indicated, or even has the possibility of not being waterproof, then what you are describing is water resistant and it should be advertised as such. The only acceptable solution to this issue is for your company to compensate me for the loss of my cell phone due to the lack of your product to deliver on the advertised "waterproof" rating.   
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any misunderstanding.We are not sending the swim adapters. The explanation that these do not have volume controls was meant hypothetically, in case there was any confusion about our products overall. We do not have swim adapters for the [redacted] or [redacted]. The ones we are sending are the standard GUHAs. These should work with volume controls. We are unable to offer a refund on this item. Please do accept our apology that you received the wrong package. I did overnight the package. Please let us know if you have any questions. Best,Sarah

Complaint: [redacted]
I am rejecting this response because:
Sending another case is not an acceptable solution as I already have multiple Lifeproof cases that all malfunctioned. I don't trust Lifeproof cases for my devices anymore. I'm disappointed that Lifeproof is okay with the wasteful practice of sending out case after case with them all having the same problems as the former. Are we, the consumer, suppose to hope that eventually one of the cases will perform as advertised? Worst yet is hope that the next replacement case won't fail around water resulting in the loss of another precious device. I would like a refund. I'm not pleased with the product. It does not perform as advertised. The quality of the product is not worthy of the $100 price tag. I've been patient over the years with the many malfunctions and then replacements of the various Lifeproof cases I've used for all different generation [redacted] and [redacted]. Yes, the [redacted] Fre case was purchased in 2014. It was replaced twice within the first few months of original purchase. It was the third replacement case that let water in to damage my [redacted] in June 2015. It was not a year old case that failed but a newer replacement case. After that dreadful event I called Lifeproof to share my disaster and my concerns with the degradation of Lifeproof products. I did hear an "I'm sorry about your phone" from an employee before being told refunds are not possible and no discount on a new case for the new phone I had to buy.I've attached the receipt for the Lifeproof Nuud [redacted] case. It was purchased June 2015 and also has been replaced twice. The third case also malfunctioned as you can see in the previous attachment. 
Regards,
[redacted]