Otter Products LLC

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]

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

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

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.

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]

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."

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, 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.
Regards,
[redacted]

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]

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.

Complaint: [redacted]
I am rejecting this response because:I do not want another product, I have already received two both of which I had issues with. I would like a refund some way or another.
Regards,
[redacted]

Hello again [redacted],
After speaking in depth with our Total Water Protection Team about this once again, it looks like there was a bit of confusion with my first response to you.  What we have found out at this point in time is that your case was purchased at a non-corporate [redacted] store, which would have been why it never came with a registration code.  Our TWPP team decided to provide you with a registration code despite this fact, but the code was not used to register your phone and case.  Your phone and case would have needed to have been registered with the code they had provided for you in order to be eligible for a phone replacement under the Total Water Protection Program.  Since your phone and case were not registered with the code we had provided for you, we would not have been able to process a service request for the damaged device.  I apologize for the inconveneince, but at this point in time, we will not be able to refund you for the price of the replacement through [redacted] due to the fact that your phone and case were not registered with the TWPP code we had provided for you.  If you would still like a replacement case to be sent to you, we can absolutely do so, I would just need the serial number from the inside of each piece of the case.  Once again, I apologize for the inconveneince, but please let me know if you have any other questions.
[redacted] 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]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Although it will be very difficult to find this product satisfactory with out a phone to protect.
Regards,
[redacted]

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]

Dear [redacted],Thanks for getting in touch with us. We do apologize for the time frame it has taken for us to get back to you.It does appear that your request either fell through the cracks or was subject to our very high volume of requests at this busy time.We went ahead and resent a request for...

photos, per our standard warranty process. We do look forward to getting those photos so we can warranty your case.Please let us know if you have any questions.Best,[redacted]

The extended warranty that you are describing is the Total Water Protection Plan, which is an insurance plan provided through corporate [redacted] stores with some Lifeproof cases. The TWPP would need to be registered within the first 14 days, and it is up to the [redacted] employee to inform customers...

about this registration process. While the case warranty would be covered by Lifeproof, any repair or replacement of the device is covered by an insurance company working with [redacted]. If the case is not registered within the first 14 days, the claim will be denied and there are no steps that Lifeproof can take to override these rules provided by the insurance company. Please call us at 1-888-[redacted] if you would like to replace your damaged case under warranty.