Otter Products LLC

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]

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

[redacted],
In this situation, if we were to offer a refund for the original purchase of the case, we unfortunately would not be able to put it back on your credit card.  Also, we would need you to send the cases in to us first, but we would not be able to cover the shipping charge.  If you would be able to send the cases back to us (you may use whichever shipping method/service you prefer), once we receive them, we can issue a refund for the original purchase.  This refund would come in the form of a check as we have changed systems since December of last year, and no longer have access to card information from the old system.  It can take upwards of 4-6 weeks to receive the check after we have received the cases from you.  
If you would like to proceed with this check refund, please let me know, and I will send the information to you that we would need to have on the package.  I will also get the refund started so we can just process it when we receive the cases.  If you would rather proceed with a case replacement instead due to how long the refund may take, please send in the serial numbers from the inside of each piece of your case and we can get a new case on its way.  As soon as you can get back to me and let me know if you would like to proceed with the refund or with the replacement, we can get it all set up.  If you have any other questions, please let me know.
Best Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any damage to the case itself. Unfortunately the warranty will not cover any damage to the device. All of our cases are water tested before...

they leave the factory and we ask that our customers complete the water test upon receiving the case and throughout the life of the case. Should the case become damaged or stop functioning we are able to offer a replacement case. To view our full warranty please visit  https://www.lifeproof.com/en-us/global-warranty.html.

Dear [redacted],Thanks for reaching out to us and apologize for any delays. I believe I did find your incident: it is under [redacted] and a different email address, but is also in [redacted]. We certainly value your loyalty. Our warranty, however, does not cover lost or stolen items, and this holds...

true for both long-term and new customers. Our warranty process requires physical evidence of a case. We are certainly sorry if this has been upsetting news. I am happy to offer you 25% off your next purchase if that helps. Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for getting back to us. I do apologize if you still feel you are getting the "run-around".Once again, I will state that we do need to get one device back from you before we can assist you in getting another one. We are sorry if that was unclear. We can assist you once we get the other device back. We are aware that shipping times to and from Hawaii are longer, but the device does need to be returned.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us. We 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 device. http://www.lifeproof.com/en/policies-and-warrantiesSee: LIMITED PRODUCT WARRANTYWe do see we have...

already sent you a replacement case. We 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,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We do appreciate the passion of your argument. That said, we must stress again that the case does not act as an insurance policy on your device. We did not manufacture your device and we do not insure or warranty your device. Also, we do not promise anywhere, implicitly or explicitly, that you will never suffer damage to your device or that we can assist with device repair or replacement in any way. There is no way of knowing what small taps or dents the case and/or device may have been exposed to up to the point of damage to the device and it is impossible to trace it. Even if it only took one fall, there are some very strange situations where just the wrong fall at just the wrong angle can still result in damage to a device. We also do not know if there may have been a defect to the device. The case is meant to give you extra, added protection, but it is impossible to assure that damage will never happen. We do apologize if there was any other interpretation of our our warranty works.To be clear, we are following all federal guidelines on warranties. Warranties essentially never include coverage or replacement of third party items. We urge customers to also have insurance in place. We are still happy to get that third party refund on our case along with a replacement case (any non-battery case).Please let us know if you have any questions.Best,Sarah

[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]

Hello [redacted],
I apologize for the delay in getting your refund processed.  I am seeing that the funds were refunded back to you yesterday (August 27th), so at this point in time if you have not received the refund, we are just waiting on the bank.  The refund had not been processed on...

our side before yesterday regardless of what you had been told, but I am seeing that it has officially gone through on our end now.  At this point in time, we will just ask that you wait the 3-5 business day period for your bank to get the funds back into your account, and we should be finished with the refund process.
Best Regards,
[redacted]

After reviewing the registration information that was received originally it appears as though an Phone * was registered. After reading the notes provided I understand that the phone needed is an Phone *s. On 9/9/16 a third Phone * should have been received. We will need you to return the incorrect...

device so that the correct device can be sent. The information has been updated so that the correct item will be sent as soon as the incorrect device is received back.

All of our cases come with a limited one year warranty that covers the case if it should become damaged or stop functioning. We make our cases as durable as possible and perform extensive testing to ensure that the statements we make are accurate. While we try to offer the most protection for our...

customers and their devices we can not guarantee that a device will never become damaged. Our warranty only covers the case not the device inside of the case. We are able to offer replacement cases and to waive our standard shipping and handling fee but will be unable to offer any compensation for the device itself.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I am happy to send you a link to our limited warranty text. https://www.otterbox.com/en-us/warranty-full.htmlThe offer to see if we can help you with a third party refund on your case still stands, though we do need more information.Please let us know if you have any questions.Best,[redacted]

With our warranty process, we reserve the right to request additional information about the case in the form of an audit, conducted by our warranty compliance department. Once this audit has been requested, you would need to follow instructions in the automatically generated email sent to your email address following your latest warranty request. Warranty compliance would need to be your point of contact with completing your warranty request, and can be reached at [email protected] or by replying to the message sent to your email address.

Thank you for the continued patience while we take the time to research the issue you are experiencing. I do see that a replacement phone was delivered on 2/10/17. If you have any additional questions or concerns please contact us directly at [redacted].

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I went through a lot of [redacted] to get this resolved but after escalating the issues they done what I was expecting and more for all the trouble that I had went through. Thanks for keeping your end of the  deal. 
Regards,
[redacted]

Dear [redacted], Thanks for reaching out to us and sorry for any delays.First off, I did not find your original incident under the information provided, so I took the liberty to set up a new incident for you: reference number [redacted].Per our limited warranty, we are unable to assist with...

devices. While it is a bit of work to read through pamphlets that come with consumer, but it is still our responsibility as consumers to do that reading. Additionally, this information is available on our website:https://www.lifeproof.com/en-us/warranty-full.htmlRegardless of if this information was read beforehand or not, I can assure you we are following all federal guidelines for warranties. Warranties are pretty much always for the product a manufacturer produced, and our case does not act as an insurance policy on the device. We have no way of tracing all the events in the life of the phone and the case and it is impossible to determine exactly how the damage may have occurred.You may qualify for a third party refund on the case. This is outside of our standard warranty, but we are happy to make an exception and see if we can get this to you. In order to process that, we would need the following 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 (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 12 months)•Case or product that was purchased•Purchase price•Retailer contact information, including phone number•Your handwritten name & current datePlease let us know if you have any questions.Best,Sarah

Hello [redacted],
I am very sorry to hear about the inconvenience with everything you have gone through.  I have spoken with our team in charge of the Total Water Protection Program, and it sounded like they had just finished talking with you over the phone.  They said they had you try a...

different charger on the phone and it started to charge, so hopefully it will continue to work properly for you.  If you have any other issues, please reach out to the TWPP team, and if necessary, they can have you ship the device back to us in the event that it is defective, and they can get one that is working properly out to you.  At this point in time, it looks like we should be all set, but if you have any other questions, please let me know.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the Total Water Protection Program is meant to cover both the device and the case itself. However, it was when I contacted TWPP that I was treated very poorly by customer service and hung up on, despite being incredibly polite in the face of such dismal circumstances. I was told "well manmade devices break all the time" and hung up on, without further assistance or discussion. I had a large amount of data lost on that phone, including photographs of deceased individuals which are irreplaceable. To be treated so poorly after such an unfortunate event was incredibly distressful and unnecessary to say the least. I would certainly hope this isn't the type of representation LifeProof seeks to have in the public eye. 
Regards,
[redacted]