Otter Products LLC

I have ordered the replacement that you have requested. You will receive email confirmation of the order and when it ships you will receive a [redacted] tracking number.

After reviewing your warranty claim I do see that the first and second request for pictures was sent on 9/12/16 at 8pm and at 9/14/16 at 2:30pm. I have updated your email address in our system and I have resent the request for pictures. Due to system limitations I will be unable to access pictures through the drop box provided. To process a warranty claim we will need you to upload pictures to the link provided in the email that was resent today. We strive to have the best customer service possible and do constant monitoring to ensure that our high expectations are met. If it is found that our expectations are not being met the appropriate action will be taken.

Dear [redacted],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, 2014 was for an [redacted] Defender case. I have attached the invoice.Since it sounds like the wrong item was purchased, we are absolutely happy to set up an RMA on this item. We will not be able to send out an [redacted] [redacted] case however.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you have experienced.Our warranty is actually not a lifetime warranty but a one-year warranty. We can see the case was purchased nearly three years ago. Additionally, the warranty does not include any kind of upgrade. The warranty...

is always strictly for the product you already have. We do apologize if there was any misunderstanding on how our warranty operates from when you spoke with us in September. We are happy to offer a 25% discount on your next purchase, which is not a discount we normally extend. Just give us a call and reference incident 13632459 to apply this discount. This discount is good through 5/31/2016.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: I’m well aware of the follow up email from “Laura” who requested photos of the damaged cover with a piece of paper with my name and date next to it. I emailed the requested photos IMMEDIATELY but have not heard back. I suggest you put the same efforts into making a BETTER QUALITY PRODUCT that you do into treating your customers like petty thieves!! I’ve done EVERYTHING requested of me!  You’ve done NOTHING you promised IN WRITING!  It’s time for you to DO THE RIGHT THUNG!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and appreciate their efforts to seek a compromising resolution. Unfortunately, good customer service is not always about compromise. When a customer has purchased a defective product, I believe that customer is entitled to a refund. As I have mentioned several times now, I have since purchased another case that works much better than the LifeProof case, and I have no need for an exchange, nor, would I want to use a product from this company given their unwavering adherence to "policy."  When a company adheres to policy, regardless of circumstance, it is a very clear message that the company cares more for its bottom line, than it does for its customers. I firmly believe that policies should never compromise the fair and decent treatment of a customer, and I will never support, nor use the products of a company that believes otherwise. I believe every company deserves a chance to right a wrong, but at a certain point, it just makes sense to drop the issue, and move on. The $70 dollars that I spent to purchase this case, was money I worked hard to earn. I could have purchased any other case with this money, but I trusted the Lifeproof brand over all the others. That trust is gone, and I have no doubt that LifeProof could care less. There are many companies that will accept that they have failed to meet expectations, and are willing to let go of policy, and treat the customer as a human, and not just another source of a dollar. In my experience, some of the biggest brands do just this. [redacted] are companies that I have experienced exceptional customer service from, and its these companies that have shown me what exceptional customer service is.   This issue is not worth any more of my time. I have no doubt that this issue is far from being a unique case. If it was unique, LifeProof would have no need to adhere so stringently to policy. The LifeProof and OtterBox brands are trashed in my mind, and I am sure, from the poor reviews online, and the complaints I was informed of at [redacted], that many customers feel the same way.  Using common sense, and an understanding of basic morality, it's easy to deduce that LifeProof's actions will only serve to tarnish their reputation and their brand, and ultimately lead to diminishing market share.  This issue is resolved, not to my satisfaction, but to theirs. And clearly that is all they care about.
Regards,
[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 [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing.First off, I am not finding your original incident so I took the liberty of setting one up with the information provided here. The incident number is [redacted], though just a head's up that the address...

provided here does not validate. If you have some more information about your original contact with us on 10/9/2015, please let us know, especially if it was under a different name or address.Second, I do want to assure we get you absolutely correct information. Per our limited warranty, we cannot assist with the device. The case is not an insurance policy and the warranty does not extend to anything but the case itself. You can read more about that limited warranty, here. https://www.otterbox.com/en-us/warranty-full.htmlWe do test our cases, but it is impossible to trace every moment in the life of the case and the phone once the case leaves our doors, and we can't say exactly how the damage may have happened. Our case offers extra, added protection, but there is no case that 100% assures you will never have damage to your device. We don't make such a promise. What we can do is offer a refund on your case, if that has not already been offered.This is what we need for that: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 additional questions or concerns.Best,Sarah

Dear Mrs. [redacted],Thanks for reaching out to us. We apologize if this has been a disappointing experience. We have not changed our great one-year warranty. We just made a bit of an adjustment to how we process that warranty. We actually checked with customers to see if they would prefer a slight...

shipping and handling fee if it sped up the turn-around time for warranties, and the vast majority preferred this new system. It is absolutely our prerogative to adjust how we process warranties as we see fit: in this case, we actually listened to the customer. We do apologize, however, if this change was not to your liking. I can't find your original incident, but I took the liberty of setting a new one up using the contact information in this complaint. The incident number is [redacted]. I am happy to just send you out a couple of [redacted] holsters without charge. Moving forward, we will need to charge a warranty fee for any warranties you may have, but we do want to help you out this one time. If you need any other parts at this time, also let us know, and also let us know if this is the correct address to send those parts out to. Please let us know if you have any questions.Best,Sarah

Mr. [redacted], Thanks for reaching out to us about this issue.  I am so sorry for the circumstance and the hassle.  I was able to pull up your claim and it appears that you were able to speak with one of our supervisors about this.  Because the incorrect product was sent,...

we would be happy to refund that original shipping cost as well as the standard return cost.  There is, however, an indication that a credit card dispute currently exists which restricts us from proceeding with the refund.  As soon as the dispute is removed with your financial institution, we can confirm with our finance department and then proceed with the promised refund. Please do let me know if that dispute has been resolved and I can get this taken care of. Again, my apologies for the circumstance and we do truly appreciate your patience with this process.  I do hope this week is treating you well!Best Regards, [redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may have experienced. Per our limited warranty, we cannot assist with any device. Each and every LifeProof case comes with an insert that explains that the warranty is only for the LifeProof product itself, and not for...

any other product, including devices. We cannot warranty something we have not manufactured, and the case does not act as an insurance policy on the device. There are many reasons why a device may suffer damage while inside one of our cases, and while we test our product extensively, we cannot account for every possible variable that may occur. We are happy to offer you a third party refund on the case itself. For that, we need the following: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 signature   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) 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 dateWhile not every customer qualifies for this refund, we are happy to work with you to try to get that refund processed.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: I contacted Lifeproof again 11/13 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]

It sounds like there was an error processing your claim, please give our customer service hotline a call at 1-855-[redacted] Monday-Friday between 6am and 9pm MST and we would gladly send you a warranty replacement for your product.

While we do extensive testing to ensure that our cases are the most durable for our customers and their devices we can not guarantee that a device will never become damaged. Our warranty clearly states that we are unable to cover the device under any circumstances we are able to help with the case. We would be able to offer you a replacement case for that device or a different device. We will also waive our standard shipping and handling fee.

I reject in that otter box finally admitted that the claim and pictures where misplaced, however they once again want same picture of the damage. Question how many time do I need to send same picture showing the damage.

Dear [redacted],Our apologies for all the distress this has caused you! That is not the experience we want our customers to have.What I would like to offer you is a 25% credit on your order. If that is satisfactory to you, please reply back to let us know. Thank you,Stephanie

[redacted], 
I do apologize you feel let down by your customer service experience.  When orders are declined, we do make our best effort to inform customers of the decline.  An email from [redacted] would have been sent to apprise you that there was an issue and that the order would not fully process.  I apologize if you were unable to locate/view this email.  I understand that, at this point, you no longer wish to keep the case but I would like to offer to apply 15% discount to the current or a future order from Otterbox.com for this experience.  
We do sincerely appreciate your business and faith in our product.  
Best Regards, 
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I am happy to accept the response of a one time upgraded case if I am able to receive a direct line of contact to the company as I would rather not put my address and my phone case serial numbers into the public domain.
Regards,
[redacted] *

[redacted],
I do apologize for the misunderstanding and your frustration.  We have no intention of hiding the specific shipping/processing expectations from customers.  When selecting the individual options for shipping, the specific disclaimers do appear automatically to inform you of the expectations with the selected shipping method.  Additionally, there is a general disclaimer for all [redacted] Next Day & [redacted] 2-Day options that is visible (at all times) below the individual shipping options.  This general disclaimer is included under the shipping method selections in an attempt to make customers aware of processing times that will be involved with [redacted] 2-Day and Next Day options.  I have included a screen shot of the shipping method options section to show the individual and general disclaimer (visible even when SmartPost shipping option is selected).  I can absolutely send a customer suggestion to our web development team about increasing awareness regarding specification for all shipping methods.
Again, I am sorry if this was missed but it is clearly stated on the website.  For this particular circumstance and for your frustration, I would be happy to offer a 10% discount on a future purchase from our website.  We absolutely value your business and appreciate the customer feedback. 
 
Best Regards,
[redacted]
OtterBox

Complaint: [redacted]
I am rejecting this response because:it is not acceptable to ask a loyal customer to send in their faulty products (which I am still using and will continue with to use until I get my warranty replacements as I do not have another way to protect my families 3 phones while awaiting the arrivals from Otterbox.)The fact that Otterbox would expect me to do this is mind blowing.   Regards,
[redacted]