Otter Products LLC

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.

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]

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

[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]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I would like a full refund and a new case.
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

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!

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]

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]

Complaint: [redacted]
I am rejecting this response because: I do not feel this resolves this issue. I feel like the company should be responsible for their advertising. Their advertising doesn't warn that there are instances when a cases waterproof protection fails and the customer is responsible for the damage even when the company's product is at fault. It doesn't warn you that this $80 dollar case could end up costing you over $300 in a damaged phone. I bought this case for my phone because of their advertising it being waterproof up to 2 meters and that trust cost me about $320 plus and $80 case that is now useless to me. I don't want another low quality "water resistent" case from LifeProof, I don't plan on ever buying another product from LifeProof or any other brand affiliated with them or their parent company. I want the $320 I spent on a new phone plus an $80+ refund on this defective case or I'd like the company to change their advertising and not include any statements about their cases being "waterproof".
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 that your daughter's phone was damaged while inside the case. It is rare when a phone gets damaged in a case. I am sorry you feel as though we are false advertising our product. We are able to use words like shock proof and water proof as we have passed industry...

standards for what constitutes water proof and shock proof. We test all cases for water protection before sending them to retailers or to you directly. We do advise to do the second at home water test to ensure it's still water proof after all of the shipping and handling. There are simply too many variables as to why a phone might sustain water damage if it passed both tests. This is why we do offer the Total Water Protection Program. We understand life happens and can push our cases further than intended, and we feel that by offering TWPP, we are helping to cover the unexpected. 
 I am also sorry that we sent you the Blue [redacted] 5C instead of the original Green [redacted] 5C. We are more than happy to send the correct phone to you as [redacted] promised. In order for us to ship out the correct phone, we will need to see tracking showing the incorrect phone being shipped back. Once We see that information stating it's being shipped back, we can get the corrected Green phone out to you.
Sincerest Regards,
[redacted]

While we would be able to replace your case, according to our warranty, we are unable to replace or repair any damage to your device. As found on our Global Warranty, as seen on our website here: https://www.otterbox.com/en-us/warranty-full.html"Otter does not warrant, and is not responsible...

for, any smart phone or other device made by anyone other than Otter."

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: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: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]

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]

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]

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