Otter Products LLC

Complaint: [redacted]
I am rejecting this response because: We did the test on your case - the case was less than a month old.  I do not accept this response.  My next step will be to get a lawyer involved.    I want the phone replaced even if you just replace it with a refurbished one.  We have spent close to $1000.00 on cases for our devices over the years from your company with the PROMISE that your cases are waterproof and they are not - YOUR company is making FALSE claims and that alone is a crime.   I have checked the internet and there are hundreds of claims against your company for false advertising.  There is enough that we could get together a class action law suit against you.  Now I really would rather it not go that far.  I just want the phone replaced.
As far as crediting back the money to a credit card - that will not work as I do not know the credit card that was used to purchase these cases - My 2 credit card numbers were stolen 6 mths back and both cards had to be replaced and I am not sure how that works and if they will still process the credit.
Regards,
[redacted]

I have contacted our Total Water Protection Department and was unable to find any record of registration with the contact information provided. Please provide proof of registration in different contact information, the registration number or the emails verifying that registration for the Total Water...

Protection Program is complete. As soon as additional information is provided I will be able to continue to look up the registration record.

Dear [redacted],Thanks for reaching out to us. We are sorry for any distress this situation may have caused. Per our limited warranty, we are unable to assist with devices. The case is not an insurance policy on the device and the warranty is only for the case itself. You can read up on this...

policy here:https://www.otterbox.com/en-us/warranty-full.htmlOur cases do give you extra, added protection, but there is no case out there that assures you will never have damage to a device, and while we do design for sharp falls. There is especially not a case out there that can absolutely prevent a device from breaking on a fall out of a truck onto concrete or asphalt. We do not anywhere promise you will never have damage to your device. We do appreciate the passion of your argument that we need to help you out with the device, but please understand this is simply not something we can ever do. We are standing behind our product by our warranty and we are going beyond by offering a refund on your case. We stand by either one of those offers. Please let us know if you have any questions. Best,Sarah

Complaint: [redacted]
I am rejecting this response because:on your website you list the [redacted] fre case as compatible with [redacted] and **.  I understand that unforeseen circumstances may occur but that is not an acceptable answer when my phone case did not meet half of the expectations for protection.  I want a refund for my phone, not the case.  The case is not broken the phone broke inside the case.  That shows that the case failed. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]this is only part of the satisfactory.But most important fault advertisement . they claimed to be water proof and the case was not.. they stated how good a quality they are and such when they really not

Revdex.com:
I have reviewed the response made by the business.
Regards,
[redacted]

Dear [redacted],Thanks for contacting us. We are sorry for any delays.Per our limited warranty, we are not able to assist with any device. The terms of the warranty are included in an insert that comes with each and every Lifeproof case. The case is not an insurance policy, and we are not able to...

warranty something we have not manufactured.  Our cases do give you great waterproof protection under most circumstances, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. We are able to do a warranty on your case. Some people qualify for a third party refund on the case, and we can look to see if you might. For the first, we need a standard warranty photo. For the second, we need a standard warranty photo, documentation of the damaged device, and an original purchase receipt. This would be in lieu of the warranty. Please let us know if you have any questions.Best,Sarah

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 delays.This does sound like it has been a frustrating situation. As you are already aware, we are not able to refund shipping charges either way. We also did make an exception to extend out your return period by a couple of months....

Now, as you have cogently explained, you would essentially only break even if you were to return that case to us. We do stress it is absolutely the responsibility of the customer to give us a call when making a purchase if there is a shred of doubt that a case may be the correct one. The [redacted] XPERIA **v and the Sony XPERIA ** are entirely different devices with different names. We are normally are pretty exact about the process in these circumstances. That said, due to the intense distress this has caused you, we will allow a very rare, one-time exception for an exchange of the case. It sounds like you would be interested in an [redacted] 6 or [redacted] case. We can certainly get you a standard black Defender case for either one. We still will need to you ship the original case back at your own expense. If you choose to take us up on this offer, we will cancel the RMA and send you the details for how to get that back to us so we can facilitate the exchange. Please do not send us the [redacted] case until we have finalized details of that exchange and sent you instructions for getting it back to us. It would be a different process than outlined for the RMA.Please let us know if you have any questions.Best,Sarah

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]

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.

Hello [redacted],
I apologize for the inconvenience with the situation regarding your Total Water Protection Program claim.  After speaking with the team in charge of these claims and having them double, and triple check, the phone that was sent in for repair does not match up with the...

information that was included with the registration for the program.  At this point in time, since the information provided for the registration does not match up with the information on the phone that was damaged and sent in to us, we will not be able to repair or replace it under the Total Water Protection Program.  It is stated in the terms and conditions for this program that the device sent in to us must match the device that was registered in order for us to assist with repairing or replacing it.  The team that has the damaged phone will be getting it shipped back to you as soon as possible, and they will be sure to set it for expedited shipping as well.  Once again, I apologize for the inconvenience with this, and please let me know if you have any other questions.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have asked for a response on why my issue has been referred to legal.  No one has responded at this time.  I am requesting a resolution to this matter by refunding the cost of the case and for the cost of the device that was ruined.
Regards,
[redacted]

While we have started an audit on your warranty claim, we would still be able to send out a warranty replacement. Warranty compliance is asking that you send back your old case in order to receive a new one, and will waive our normal shipping and handling fee to balance out the cost of shipping us...

the case in question. We understand if you do not want to move forward with the claim at this point, but will accept the return of your damaged case at any time to complete the warranty claim. Please follow the directions listed in your [redacted]@otterproducts.com email to receive your warranty replacement.

Hello [redacted],
I am sorry to hear about your phone being damaged while inside an OtterBox case.  Under our warranty, we are always happy to replace damaged or defective cases, however, we unfortunately are unable to cover damage to devices under this warranty.  Due to the fact that there...

are too many factors out of our control while a case and phone are being used, and also since we do not manufacture the device itself, we have no way to guarantee that a device cannot be damaged while in one of our cases.  If you would like to read through our warranty in full, you may do so at the following website:
https://www.otterbox.com/warranty-full/warranty-full,default,pg.html
Once again, we would be more than happy to replace your case free of charge under our warranty, we would just need you to submit a warranty claim on our website.  The link to submit a warranty claim can be found on the left side of the page I provided the URL for previously.  I apologize for the inconvenience, but please let me know if you have any other questions.
Best Regards,
[redacted]

Complaint: [redacted]
Its a black case. Serial number [redacted].
Regards,
[redacted]

[redacted], 
I am so sorry for the hassle with this warranty claim.  We absolutely stand behind our 1 year Limited Warranty and would be glad to get you a replacement.  For all warranty claims, we request photos of the entire case accompanied by handwritten information (customer name,...

current date and product code).  This photo and handwritten information serves as proof of ownership for the OtterBox case and the product code allows us to authenticate the case.  We request a picture of the full case because it allows us to identify the exact product you own so we can send out the correct replacement.   I do apologize if this was not properly communicated.  
I was able to pull up your claim and saw a picture that included a broken holster, however, there was not a handwritten name/current date/product information and did not include the remainder of the OtterBox case. We will need another photo that shows your entire case (lid/base, silicone and holster) as well as a handwritten name, current date and product code.  After receiving that photo, we can absolutely send out the replacement you need!  
Again, I'm so sorry for any misunderstanding. We appreciate you choosing OtterBox!
Best Regards, 
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays. We believe we have found your LifeProof incident, though while the email and phone number are the same, the contact name and mailing address are different. Please do let us know if we should be looking to any other...

incidents. Per our limited warranty, we are unable to assist with devices. Our limited warranty can be read on our website, or on an insert that comes with each LifeProof package. You can read more about this limited warranty, here:https://www.lifeproof.ie/en-ie/warranty-full.htmlWe also encourage customers to do back up of important files such as vacation photos, as it is impossible to assure there will never be damage to a device that such files may be stored on. We make no promise of the device being unbreakable or files being invulnerable while inside one of our cases. It is true that, as the case was purchased from [redacted], the option to register for TWPP is not available. This is not a matter of passing off this coverage to a third party: we have an exclusive partnership with [redacted] to offer it just at the point of purchase from [redacted]. It probably should not have come up as it would be a moot point for anyone who is not already registered for TWPP. We are sorry if it has caused any frustration.Now, on to what we can do for you. We are happy to assist in the form of a third party refund on your case itself. This is what we would need:Standard Warranty Case Photo:Your entire case, including parts that are not damagedAny design or pattern on your case, such as camouflageYour handwritten name, current date, and signatureThe Serial number or product code found inside your case 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 signaturePurchase Receipt or invoice:Purchase date (within the last 12 months)Case or product that was purchasedPurchase priceRetailer contact information, including phone numberYour handwritten name & current datePlease let us know if you have any questions. Best,Sarah

Complaint: [redacted]
I am rejecting this response because:  How do you respond to a sterile response from a company.  Do I go on other websites and post pictures of the useless product you are sending me. Post the emails, and the employees name in question, insulting my intelligence.I have tried too often to get a resolution, at my expense even. Your records should show that I paid my own money to send back the useless product you sent me to "cover" my warranty claim. If you took your car in to be repaired under warranty, and nothing was done, would you be happy?I guess it is up to you.
Regards, and not best,
[redacted]

With any of our distributors, we are not able to access their inventory of cases and it is up to them on when they choose to restock certain color options. We do currently have your case color options available for warranty replacement and would be able to assist you directly with replacing it. A warranty can be filed from our website at www.otterbox.com/en-us/warranty-claim or over the phone at 855-[redacted] with any of our customer service representatives.