Otter Products LLC

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]

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.

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]

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]

[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!

[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

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.

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

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

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

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]

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

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]

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]

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]

Hello [redacted],
I am sorry to hear that your son's phone was water damaged while inside a LifeProof case.  Under our Limited Product Warranty, we would be happy to replace the case for you, however, this warranty does not cover damage to a device at all.  Our warranty is limited to...

products that we manufacture, and since we did not manufacture the phone, we are unable to cover any damage to it.  It is also stated in our warranty that we are unable to cover damage to a device under any circumstance.  If you would like to read our full warranty, you may do so at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
As before, we would still be happy to replace the case free of charge under our warranty, we would just need the serial numbers from the inside of each piece of the case.  As an alternative to replacing the case under warranty, we instead could offer a refund for the purchase price of the case, as long as we could obtain a photo of the purchase receipt.  The receipt would need to show when the case was purchased so we can see it was purchased within the last year, where it was purchased, that it was a LifeProof product that was purchased, and the purchase price of the case.  We would send this refund out in the form of a check made out to your information, and it would only be a refund for the purchase price of the case meaning it would not include any taxes or anything else that was paid for.  Once I get the receipt, I can proceed with the refund.  While this will not cover the full cost of replacing the device, it can be put towards the replacement cost.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because the only thing [redacted] seems to be worried about is being accused of false advertisement, which it is.  What he needs to be focused on is the replacement of an [redacted] 5C 32GB (Green) and new LifeProof NUDD case being sent to the consumer, me,.  I have been waiting on a return shipping label since Friday, from [redacted] as PROMISED, and have yet to receive it via email, text, or USPS.  So, yes, you can have a phone that wasn't wanted in the first place as soon as Otterbox, LifeProof, or [redacted] as PROMISED send me the shipping label.  What [redacted] has felled to acknowledge, as per the Total Water Protection Program, I am to receive a replacement of the same color, Green [redacted] 5C 32GB (not whatever color you want to send me), and a new LifeProof NUDD case.  And, as I stated in the first complaint, LifeProof and [redacted] as PROMISED, has felled to fulfill their obligation, as per the TWP agreement.  I would also like compensation, in the amount of $80.00, for the amount I have had to pay [redacted] wireless, my wireless provider, for service that has not been utilized during this waste of time me and my daughter has had to endure because of LifeProof's inconsistency.  So, [redacted] as a PROMISE from [redacted], when I get the return shipping label, you and [redacted] as PROMISED can have the Blue [redacted] 5C 32GB.  I will be standing by for a return shipping label, replacement Green [redacted] 5C 32GB and LifeProof NUDD case, and compensation in the amount of $80.00.  Maybe, [redacted] as PROMISED will be more prompt with the shipping of the label and I will receive everything as requested sooner than later.  FYI, my name is spelled [redacted]. 
Thanks
[redacted]

Complaint: [redacted]
I am rejecting this response because:I think Otter Products LLC is misleading consumers in regards to the product they offer. Their website states "The U.S. Military Standard for drop and shock protection. It requires that your LifeProof case physically withstand the drops, fumbles, vibrations and bumps you encounter day to day. Your new LifeProof case prevents the number-one cause of device damage."In my case it did not prevent device damage although it dropped from less than half of 6.6 feet as claimed protection from Otter Products LLC.
Regards,
[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]