Otter Products LLC

Hello [redacted],
I am sorry to hear that your [redacted] was damaged while inside of a LifeProof case.  We would be more than happy to replace the case for free of charge under our Limited Product Warranty, however, this warranty does not cover damage to the device.  Our warranty is set up to...

assist with replacement cases free of charge, and covers damaged or defective products that we manufacture.  Since we did not manufacture your iPad, we are unable to cover it under our warranty, and we cannot assist with the replacement of the device or reimburse for the cost of the new device.  Our warranty does clearly state what we are able (or unable) to cover, and can be found at the following link:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
As before, I would be happy to replace your case for you under our warranty, free of charge.  In order to do so, I will need to know what color your case is, and I will also need the serial numbers from the inside of each piece of the case.  As soon as I have that information, I can place the order for your new case and have it sent out to you.
Best Regards,
[redacted]

[redacted], 
Thank you for contacting us, we appreciate your
feedback. LifeProof Products are designed to add increased protection for the
device which is why they are advertised as protective cases. Our products have
been designed and tested to meet Military Standard 810F-516 for...

drop
protection and IP-68 rating for dust and water intrusion. However there
are instances where a device can be put in a situation where the protection
needed for a device exceeds what our case has been engineered for. Our cases
offer added protection but there is no way that we can guarantee that a device
will go unharmed in every single situation. Please let us know if you have any
additional questions. 
 
[redacted]

We do see that you had contacted our company in regards to the issue you are experiencing and are more than able to assist with a return of you product. LifeProof performs extensive testing on all products before shipping them out to be sold within our distribution channels. All cases do pass...

those standards and claims for drop, snow, dirt, and waterproof. All LifeProof cases are designed to provide any smartphone or device additional protection and does not state any guarantee that no damage could occur. Though all LifeProof products are tested to meet stated claims, your device can still be damaged. The LifeProof product warranty only covers the LifeProof product, it does not cover any non-LifeProof products or devices.

Dear [redacted],Thanks for reaching out to us. We apologize for any distress you may have experienced.Per our limited warranty, we are not able to assist with the device. This is explained in an insert that comes in each LifeProof package. Our cases do give you great waterproof protection, but there...

are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. We can help out with a 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 dateYou may send that to us here, or we can set  you up to send those items through your original incident. We do see it was under a different email address so alos let us know what email you want us to use there.Please let us know if you have any questions.Best,Sarah

We are only able to issue refunds within the first thirty days after purchase, as a return merchandise authorization. This only applies to customers who have purchased the case from our website, otherwise the return would have to been done with the original retailer where it was sold.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory in that they are hiding behind legal speak instead of taking responsibility for a faulty product. 
Regards,
[redacted]

Dear [redacted], Thank you so much for reaching out to us with your concerns. It certainly sounds like it has been a distressing experience. There is no statement on our packaging, marketing materials or website or anywhere else that we have published that the LifeProof case acts as an...

insurance policy on the device, nor that we will warranty the device itself. We are not being deceitful in our marketing. These are not things we can offer. We do offer a one-year limited warranty on the case, and this still stands. This limited warranty text is inserted into all packages. Inserts being inside of a package is standard. It is up to every consumer to read all inserts before any product use. It looks like we did offer you a third party refund on the case, though it does appear you turned down that offer in favor of going back to Best Buy. If they can offer you a refund that is great. Please know the offer still stands to do the third party refund on the case if Best Buy cannot do it. We would only need a few photos, in addition to a photo of the original receipt. Please let us know if we may be able to help in this way.Also please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:Thank you for the response, and I do appreciate the offer of the code.  However, the problem was not necessarily with the terms of the promotion but rather the now incorrect and misleading material on the website and which still appears on the site as this was the crux of the complaint.  The site currently still says, as of today, "Share your result and get up to 100% OFF a new phone case!"  Below this it states, "Share your results and receive up to 100% OFF the right case for you, with love from OtterBox."  This is no longer correct.  Despite that this promotion has been over for some time now, the site has never been updated to reflect the fact that the promotion is no longer valid, and this point has never been addressed by any Otterbox employee I've discussed this situation with.  What steps are going to be taken to remove the misleading material from the site to reflect the true disposition of the promotion?  And if no steps will be taken, why not?Regards,
[redacted]

[redacted], 
Thank you for contacting us. I am sorry to hear about the damage to your device. I understand this can be a frustrating situation. We are only able to warranty the products that we manufacture, because we do not manufacture the device we are not able to cover it under our warranty....

All of our products have been designed and tested to meet IP-68 ratings for waterproof protection, and every case is water tested to confirm it is functioning correctly. When a case is used overtime this can effect the seals and waterproof protection of the case, this is why we recommend that you water test your case after any drops or shock is experienced and every 3 months. We would be happy to replace your case under warranty if it is not functioning correctly. Please let us know if you have any additional questions. 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I believe this is the very least they can do. The advertising for the water protection is the main selling point for these cases. The 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" business. It makes them a lousy business. If 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]

I am really sorry for the frustrating experience that you had, we go through 230 plus hours of drop testing for all our cases, we just cant can foresee every drop that every case will go through. We always want our customers to have the best experience possible. I am also sorry your phone was...

damaged, please give our customer service center a call @ 1-855-[redacted]. We are open Monday - Friday from 6am to 9pm MT

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

Revdex.com:
I would like to add that I have not had the product for 6 months... I pre ordered it in February. I did not receive it until the end of May...
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted],Thanks for getting back to us. I do apologize this has been a frustrating experience. I looked into this incident a bit further and can offer a little more detail. I am seeing that the first agent you spoke to definitely requested payment but was not able to get the payment information at that time. Upon your second call, the next agent, as is our standard procedure, checked with a manager to see if the fee could be waived. The manager stated that we could not waive the fee but could do a color change. The fee has already been processed. We will not be able to reverse this fee. Please let us know if you have any questions. Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any continued distress you are experiencing. We are always happy to warranty cases if there is damage to the device, even if there is not visible damage to the case itself. We do appreciate the passion of your argument, but it does not change our set-in-stone policy that we do not assist with devices. Drop protection is not a guarantee you will never break your phone. It is a statement that our cases give you extra, added protection. It is impossible to promise a device will never break, and we do not, in any way or form, make any kind of promise. It is each consumer's responsibility to read up on all product warranties, regardless of the bit of extra time it may take, so we are well-informed about what a warranty does cover. We stand by our offer to refund your case, if you would still like to do that.Please let us know if we can be of further assistance. Best,Sarah

Dear [redacted],Thanks for getting in touch with us. We are sorry for any distress this issue has caused.Please do know that we are still happy to get you that replacement. We are willing to get it to you for free this one time, though we would need photos as per usual. Please know this is a one time...

exception, due to said distress. To address your larger concern: the OtterBox limited warranty is, and always has been, a one-year warranty. Any other information you may have received would have been on the level of rumor. The life cycle of electronic devices is so short that there is no way we could promise we would still be manufacturing original [redacted] cases, for example, five or ten years later. That said, even though the warranty is for one year, we are happy to replace parts for as long as we have them in stock, provided the warranty requirements are met. It is our prerogative to change the warranty policy as we see fit. It this case, the vast majority of customers preferred to pay a nominal fee for the warranty in order to greatly reduce the turn-around time on the warranty process. We do apologize the change was upsetting for you. The change was not meant to trick customers in any way. On the contrary: we looked to customer satisfaction in implementing this change. Please let us know if you would like to get that warranty process rolling again, or if you have any further questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may have experienced.First, I want to apologize that I cannot find your incident in our system. Perhaps it was under other contact information, or perhaps we did not gather all of your information from you? I do want to try and...

find that so we can better assist you.Second, we do want to let you know that it is correct that, per our limited warranty, we are not able to assist with your device. While we cannot help in that manner, we want to let you know we are happy to help out with a warranty on the case, if that has not yet been processed. This generally requires just getting a few pieces of information to us. We may even be able to move you into any single non-battery case you like, provided you can show us documentation of the damaged device, along a picture of the case itself. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:This case was supposed to protect the phone.  I believe it is good business to back up your product.  The phone should've been protected from the minimum amount of water that the case came into contact with.  The Phone was very expensive and I want compensated!
Regards,
[redacted]

Otterbox is only able to refund on a purchase order if the case was purchased directly from Otterbox.com and within 30 days of original order date. Otterbox would be more than able to provide you with a replacement case, as well as provide additional options when sending you out a replacement case. If you would like to go over those additional options, please contact our customer service to resolve this issue.

Dear [redacted],Thank you for your reply. Unfortunately we can only accept files in a JPEG or PNG format.As been previously requested, for a 3rd Party Refund 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 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 reply to this email with any additional questions or concerns, or with the necessary documents. Thank you!Stephanie