Otter Products LLC

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

Dear [redacted],Thanks for reaching out to us. We apologize this has been an upsetting situation for you.We can, in certain circumstances, offer a third party refund on your case. What we need to do that is get some additional information from you. It looks like you purchased the case from [redacted] in...

December 2014. This is within the timeframe we require, as the purchase has to be within the past 12 months. We do need to see the original purchase receipt with the item line showing the LifeProof case. We do recognize customers may not always have such receipts a half year later. That said, finance does require this for a refund. We also need a standard warranty photo of the case and a photo of the damaged device.If the receipt cannot be obtained, we still can get you a replacement on the case. It looks like we have almost all the information we need, less a better image of the serial numbers on the case.Please let us know if you have any questions.Best,[redacted]

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]

[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]

[redacted], Thank you for reaching out to us.  I am truly sorry to hear about the damage to your device screen. I definitely understand the frustration you must be feeling- I have been there myself.  We can absolutely offer a case replacement and perhaps even an upgrade, depending on...

the current case you have.  Unfortunately, our limited warranty does not extend to cover the device itself so we will not be able to assist with your [redacted] screen replacement.  The primary reason we do not extend our warranty to cover the device is due to the fact that we do not manufacture the phone and cannot account for the quality behind that process.  You can view our Warranty Policy at: http://www.otterbox.com/warranty-full/warranty-full,default,pg.htmlOur cases there to provide additional protection in case of a drop but there are simply too many variables to account for when a device is damaged (height of fall, surface of impact, angle of impact, etc.).  Again, we can definitely get you taken care of with a new case/upgraded case if you'd like through our warranty process.  I do hope this holiday season is treating you well. Sincerest Regards, Lauren OtterBox

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

Let me know how to get in touch with you regarding the cases, thanks.[redacted]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 getting back to us. We do apologize for any delays. We do see you did a warranty claim on 11/17/2014. Unfortunately, we cannot process a third party refund based on a warranty. There is no line item value to warranties, and finance absolutely requires an itemized receipt from a third party to process a third party refund. We are seeing that the case we replaced in November was in turn purchased at [redacted] in October of 2014. [redacted] may be able to pull up your receipt if you go back to them. This is the only way we can get that refund processed. Please understand that this third party refund on the case is not something everyone qualifies for, and is only offered as a special exception.The offer for getting you any case at the same price point still stands as well, if you cannot provide the purchase receipt. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] That number is for your total water protection plan.  I need to have a credit card ready to pay $50. Are you serious? I'm not filing a [redacted] claim,  I am looking for a refund on the case. Aren't you reading any of these responses??? I need you to look my information up,  and follow up with your own plan to refund the cost of my case and get out of my life.  You responding with me calling to file a NEW claim and pay is not happening.  I have called you people countless times.  Fix it.

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.

Dear [redacted],Thanks for reaching out to us and sorry for any delays. We are not finding a previous incident for you, and are not sure if you have tried contacting us. It seems there may be some confusion, and we could use a little more information to clear things up. Here at OtterBox, we have...

never had a waterproof case for the [redacted]. If there was an understanding that any of our [redacted] cases were waterproof, this is not the situation. If you, in fact, have a device other than the [redacted], you may be talking about one of our older cases, such as the Preserver for the [redacted]. If you perhaps have us confused with our sister company, LifeProof, that would also help identify the issue. Regardless of the situation, we are unable to assist with devices. Our warranty only covers products we have manufactured, and the case does not act as an insurance policy on the device, whether or not product advisories were followed. We are sorry to hear about your sister's device but we are unclear if she ever contacted us either. Again, per our limited warranty, we are not able to help with devices, but if she did still need a replacement on OtterBox, and she still has the case in hand, we are happy to get that warranty set up for her. You can read up on our limited warranty here:https://www.otterbox.com/en-us/warranty-full.htmlWe look forward to any updated details you may have on your issue so we can look into how we might further assist you.Please let us know if you have any questions.Best,Sarah

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]My insurance will cover my phone, so if the company would reimburse me the cost of...

my deductible, that would be greatly appreciated!  My deductible is $199.Thank You!

Dear [redacted],Thanks for your understanding and sorry for any delays.I want to verify we want to send you the Agility system Keyboard and Shell for the [redacted], not the [redacted] in black leather. I also want to make sure this is the correct address, since it is going so far:[redacted]   [redacted]Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I also want to apologize that we cannot find any incidents under this contact information. If you did contact us but it was under a different name, please let us know.Per our limited warranty, we cannot assist with the device. We...

absolutely warranty the case itself, but that warranty does not extend to the device as we have not manufactured the device. Additionally, the case does not act as an insurance policy on the device. 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.If we can set up or find a warranty claim for you, we are happy to get you a replacement on your case. If you can provide a photo of your damaged device and of the case itself, we can move you into any non-battery case you like. The photo requirements are as follows: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.)Please let us know if you have any questions.Best,Sarah

Hello [redacted],
Your information has been forwarded on to our Legal team twice now, so I can assure you that they have been contacted, have been given your information, and have been fully informed of the situation.  As stated before, they will only contact you if they determine that there is validity to your claim, otherwise you will most likely not hear from them.  I will reach out to the Legal team again to see if they will contact you directly to inform you of their decision regarding your claim, however I cannot guarantee you will hear anything from them.  Once again, our team in charge of handling Revdex.com complaints is unable to interpret any kind of law or legal matter, so as far as the Freedom of Information Act that you have referenced, I will be sure to mention that in the email I am sending to our Legal team.  I will be reaching out to our Legal team immediately to see if I can get one of them to contact you directly, but if you have any questions in the meantime, please let me know.
Best Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with damaged devices. This is actually explained in an insert that comes with each and every LifeProof case. There is nothing implicitly or explicitly in our packaging or promotional...

materials that claims that the case acts as an insurance policy on the case or that the warranty extends the the device. Manufacturer warranties are pretty much exclusively for the product the manufacturer made. We don't make devices and we don't warranty devices. It looks like we did send out a replacement case after you found you were not able to produce the purchase receipt. At this point, we will not be able to assist on this issue further.That said, we are still happy to answer any questions you may have on this or any other concern. Please let us know if you have any questions.Best,Sarah

Dear [redacted],
We do appreciate your getting back to us and, again, apologize for any difficulty with this situation.
The 15% discount is a discount that is only available for certain items and is a limited offer. The code you found online would have a similar expiration. This 10% discount is available at any time and does not expire. All you need to do is give us a call to apply that discount. 
Please let us know if you have any further questions.
Best,
[redacted]

All of our cases do come with the 1 year limited warranty coverage to ensure that the case is working as it should. We can see that we processed a warranty on 3 occasions and would be more than able to process and send you out another case should your case not be working correctly. A warranty...

claim can be filed directly from our website or over the phone with any of our customer service agents to go over additional options for you.

Revdex.com:
I have reviewed the response made by the business, and find that this resolition is the best that may be obtained. I would appreciate a replacement case and have had my phone replaced by Apple. And advertising contents inside case are not protected would increase buyer awareness of what exactly they are getting into. Thank you. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I already have my refund from the retailer and a suit has been filed! Thanks 
Regards,
[redacted]