Otter Products LLC

Complaint: [redacted]
I am rejecting this response because: Your products packaging literally has a phone sitting in water on the front of the packaging. It's completely ridiculous that your "business" believes you're not responsible for replacing a phone when people pay $100 for your worthless product. I WILL be filing a suit against your company for false advertisement. I lost many precious memories from my family vacation in which I bought the case especially for. I'll never get those back and it's all thanks to your failed product. This is NOT over I promise you that!
Regards,
[redacted]

Hi [redacted]-  Thanks for contacting us, I am sorry that your phone has been damaged even after you performing the water test.  I do not see any recent incidents under your information in our system.  Our limited warranty is designed to replace defective or damaged cases, but does not...

offer coverage for the devices inside of the case. I am happy to replace the case that failed or even make an exception of our warranty and offer a case for a different phone if you end up upgrading your phone.  Here is a link to our full warranty https://www.lifeproof.com/en-us/warranty-full.html .  Please let me know if you would like a replacement case or if you need a case for an upgraded phone. Thanks!

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.

[redacted],
We have placed the order for your replacement case and set it for expedited shipping as well.  You will receive two emails from us regarding your order, one for the general order conformation, and another as soon as the shipment has left our warehouse.  The second email will provide you with a tracking number for the package so you can watch its progress while it is being shipped 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.
[redacted] Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. We are sorry for any delays.Per our limited warranty, we cannot assist with the device. While we do extensive product testing, we cannot account for every possible chain of events that may lead to damage to a device. Additionally, while we do offer great...

added protection in most circumstances, there is not a case out there that 100% assures there will never be damage to a device under any condition. The case is not an insurance policy, and we cannot warranty something we have not manufactured. We do see we have cancelled that last warranty on your request. If you like, we are happy to get you that warranty item out again. We would not charge you for this. If you could let us know when and where you made the original retail purchase of the case, before the last couple of warranty claims on the case, we might be able to see if there are any further options. Please also let us know if you have any questions.Best.Sarah

Complaint: [redacted]
I am rejecting this response because:
The product they sell breaks continuously.
Regards,
[redacted]

I am sorry that you did not receive an update on your refund in a timely manner. I do see that we have created your refund and sent it to our finance department for processing. Please allow processing time for the refund to arrive. The replacement case that was requested has also shipped, it has an estimated delivery date of 7/7/16. We ask that you perform the water test upon receiving the case and at regular intervals throughout the life of the case. We are happy to continue to help you as much as possible regarding the case. The case does have a one year limited warranty against any damage or defect to the case. We are happy to honor this warranty past the year as long as we still have product available.

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]

Revdex.com:While I am not happy with the outcome of this interaction I feel I have no choice but to accept the offer forwarded by Otter Box. This in no way compensates my family for the financial losses incurred by the products inability to perform its advertised function.I realise, that Otter Box admitting fault would render the company liable for a number of similar cases and the cost of a lot of new phones would fall on their business. I understand this would not be good business practice for you.Whilst my daughter is devastated that the [redacted] she spent 2 years saving up for will not be replaced, she has learnt a valuable lesson, not to trust dubious advertising claims of protection for something that she values so much. I have browsed through the selection of products on your website and have decided to claim the [redacted] Agility Keyboard Portfolio + Shell in black leather as my compensation with shipping and handling costs covered by Otter Box.If you require any additional shipping information please contact me.
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. We do extensive testing to ensure that our cases are as durable as possible. While we strive to make the most durable case available for our customers and their devices we can not...

guarantee that a device will never become damaged. Even though we are unable to warranty the device we are able to offer a replacement case of your choice for that device or a different device. To read our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. We are also able to waive our standard shipping and handling fee.

Hello [redacted],
I am sorry to hear that your phone has been water damaged while in the case. Under our Limited Product Warranty, I am more than happy to replace your case. However, I cannot assist with your device under our warranty. The Limited Product Warranty is set up to assist with free...

replacements for any damaged cases. The part that is limited is what we are able to cover under that warranty. It is limited to the products that we manufacture only, and cannot be extended to any products produced outside of Lifeproof. Since your device was not manufactured by Lifeproof, we are unable to assist with the device replacement or any reimbursement associated with the device. Our warranty does clearly state what we can and cannot cover. If you would like to read our warranty in full, please click the link below.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
As I stated earlier, I am more than happy to replace your case free of charge under our Limited Product Warranty. I will simply need your case color and serial numbers located inside the case. As an alternative to the case replacement, I can offer a refund for the case itself if it was purchased within the last year. In order to offer this refund I will need a purchase receipt. This receipt must be itemized showing the date of purchase, place of purchase, product and product price. Once I get that receipt, I can move forward with a refund. This refund is a check refund, and will be made out to your information. While this doesn't replace the device itself, the money is yours and go towards the price of the new phone.
Sincerest regards,
[redacted]

Hello [redacted],
I am sorry that your phone was water damaged while inside the case. We do have a Limited Product Warranty set in place to replace our products. This warranty is limited to the products Lifeproof manufactures only. This means any product manufactured by any one other than Lifeproof,...

such as your phone, is not something we can replace, refund, or reimburse. Our Limited Product Warranty is mentioned on the Lifeproof box, in the booklet that came with the product, and again on our website. If you would like to read our warranty in it's entirety please click the link below.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
We do advertise our cases as water proof. We are able to do so as we have passed the industry standards for what constitutes water proof. It is rare for a phone to be water damaged while inside a case, but despite it's rarity we are still unable to assist with a device replacement or repair. There are simply too many variables in place as to why a case might leak. This is why we do have guidelines for water tests initially, and again periodically throughout the use of your Lifeproof product. 
What I can do for you is replace your case free of charge under our warranty. All I will need is the case color and the case serial numbers, which can be found inside the case. Once I have that information I will be able to move forward with your case replacement.
Sincerest regards,
[redacted]

Thank you for the research you have put into this situation. We complete a water test and ask that our customers complete a water test to ensure that a case is functioning properly. If the case stops functioning at anytime we are able to replace the case for you. We do ask that a water test be completed at regular intervals throughout the life of the case, after any significant drop, before known water use and after use in salt water as each of these plus many more scenarios can impact the functionality of the case. We will be unable to offer any compensation for the device itself but would be able to help with the case at any time.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
After contacting [redacted] and informing of this case they were able to offer me the following document which I am attaching. If this document should prove insufficient then I am putting the onus on you to track down the proper paperwork. You have the [redacted] order number, your own records of the sale, and all the relevant information so if this should prove insufficient you can call [redacted] and speak with them directly as I have done. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because your product failed to protect my phone as claimed. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the screen protector scratched within a week of using it. After paying $50 for your case, it should not scratch so quickly & when it did, it should have been replaced free of charge. I would like a refund of the $7 I paid to replace this subpar screen protector. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:this is unacceptable. It was in a kiddie pool which is no more than 2 feet for literally 30 seconds. Why would I want a new case if it's going to ruin the phone ? I can't afford another deductible. I don't understand how you can say "Life Proof" but in 2 feet of water for 3" se cones ruins my phone. Younarent willing to do anything regarding this malfunction that your product caused me but offering a new case ?? That's unacceptable. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I purchased the case on June 29th and it failed on July 23 so less than a month later?? How often do you suggest to do the water test ?? That's totally unacceptable. What's the point of having a case if it's going to fail. I would like my deductible reimbursed since your prodcut that was less than 30 days failed. You stated that your products are tested before leaving your facility I would like a detailed explanation of the type of tests your perform on the cases along with a PASSED results for my case.comSprint insurance deductible was 200.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will send you photos of the damage your case has caused my phone! I will not take anything more than you fixing my phone! It's sad that I have had to contact tae Revdex.com.
Regards,
[redacted]

Dear [redacted],Thanks for letting us know your color selection. We are absolutely happy to help you with getting the correct case and in any solid color you like. We are not totally sure what color you may be referring to. What I can do is send you an email from the incident and we can work out those details. We also still need those photos as requested.Please let us know if you have any questions.Best,[redacted]