Otter Products LLC

We can continue replacing this product for you under our warranty, if you would contact our Customer Service hotline at 1-855-[redacted] we will replace that part under warranty.

Complaint: [redacted]
I am rejecting this response because: the product makes false claims of protection and the company's poorly designed product causes customers to replace their cell phones, which is very expensive. I completed the tests and set up required, my phone got wet for no more than 3 seconds and was ruined because the case offered zero protection. I have noticed that customers are complaining (a lot) on the company's [redacted] page as well with similar stories to mine. One a second topic, why would I risk hundreds of dollars again on a poorly designed product, only to have it fail again and ruin my next phone?  Replacing the case does nothing to cover the damage done by a product that claims water protection, up to an hour at 6 feet. It failed me at 6 inches for 3 seconds and I never would have taken my phone on that outing had I thought that the product I bought was going to perform that poorly. I have and will continue to tell as many people as I can that this product is inferior and that the company does not support it's customers. 
Regards,
Steve Mckeithen

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If the case should become damaged or stop functioning we are able to offer a replacement case within the first year of purchase. While our cases are  an additional layer they are...

not a guarantee that a device will never become damaged. Each of our cases are tested to ensure that they offer the most protection for our customers and their devices. While we do try to make our warranty as clear as possible you are able to view our full warranty at https://www.otterbox.com/en-us/warranty-full.html.

Dear [redacted], Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devices. This information is readily available on our website:https://www.otterbox.com/en-us/warranty-full.htmlWithout photos or further information, we are not...

totally clear on the nature of your concern. We can say that there are some features on certain devices that may, occasionally, with different types of environmental factors, allow the development of small marks on the device. These factors may include weather, exposure to solvents, temperature and handling. A case may or may not also be a factor. There usually is not one culprit. We also, as stated before, don't really have a lot of information on your specific issue. While we cannot assist with the device, we can, if you like, look into getting you a refund on your case. This is what we need: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 (If your phone was water damaged, then we will need documentation of that specific damage)• Your handwritten name, current date, and signature3) Purchase Receipt or invoice:• Purchase date (within the last 12 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateOnce we get these items, we can refund the to-the-penny pre-tax amount of your case. Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We do apologize for any delays.I am happy to offer a list of the exact images we have received. These were all sent in roughly a 12 hour span on Tuesday, June 30. We have five (5) photos of a LifeProof case on what looks like a wood table. There is no written information (printed name, signature, serial number from case) in those photos. We have three (3) photos of an [redacted] on what appears to be a granite background. There is no written information (printed name, signature, serial number from case) in those photos. It is hard to see damage to the device, though we understand it may be internal. There is one (1) photo of the edge of a sheet of paper with name, date and signature on the edge of a sheet of paper that appears to be laying on top of a wooden table. This is the information that needs to be in the same shot as the case, and we also do need to see serial numbers on that sheet of paper. The serial numbers are critical for authentication of the case. The final photo we are seeing is one (1) shot of what appears to be shipping confirmation of the case. What we actually need is an itemized receipt, in clear focus, so our accountants can properly generate a check refund for the to-the-penny pre-tax amount that was spent on that case.Once we get the correct photos we will be happy to get that third party refund on the case processed.Please let us know if you have any questions.[redacted],Sarah

Complaint: [redacted]
I am rejecting this response because:it's useless, unsatisfactory, and a disgrace
Regards,
[redacted]

I have made the exception and ordered the requested cases. Please let me know if you have any additional questions or concerns.

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]

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]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Lifeproof offers a 1 year Limited Warranty that allows us to provide our customers with a full replacement case, should any issues arise with the case. As well, we do test all of our products before releasing and inspect all cases returned to us by our customers. If you would like to proceed with a warranty claim and go over any additional options we can provide, please contact our customer service at 888-[redacted].

Dear [redacted],Thanks for letting us know about your new photos and sorry for any delays.We are actually not seeing those photos uploaded to the original incident. I went ahead and sent you a link to upload those pictures to, to make sure you have a good way of getting those to us.One thing we would suggest is that you may want to send us the case rather than upload photos. While this take a little longer, it may in the long run be a better way for us to process a warranty on your case. Please let us know if you might want to go that route and we will be happy to get you that information.Please let us know if you have any questions.Best,[redacted]

Hi [redacted]-  Thanks for contacting us, I am sorry for the experience that you had when you called in.  I looked at the incident and it appears that the agent didn't grasp that you had purchased the case directly from our website.  I have processed a refund for $3.71.  You should see...

this reflected on your credit card within 3 to 5 business days.Thanks for your business!

Complaint: [redacted]
I am rejecting this response because: I spoke to a total of three agents not two.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing.Per our limited warranty, we do not assist with devices. We do apologize if there was any misunderstanding of this. We cannot warranty something we have not manufactured, and the case does not act as...

insurance, either implicitly or explicitly, on the case. You can read the terms or our warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe are happy to replace your case. We may be able to offer a third party refund on the case instead of sending out a warranty: you may choose one or other of these options. We just need Item 1 for a warranty, or Items 1, 2 and 3 to do a refund. Item 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 Item 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.)Item 3) Purchase Receipt or invoice:    Purchase date (within the last 12 months)   Case or product that was purchased   Purchase price   Retailer contact information, including phone number   Your handwritten name & current dateYou may upload the photos here or to the original incident (12671179). Please let us know if you have any questions.Best,Sarah

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:
No no solution was offered. I have a case and do not need a discount on a future case. Also you discount codes are available to anyone with Google.
please offer a real solution to my complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
As stated before, I have no faith in your product. I am not satisfied with the case in the least. I will not put another Lifeproof case on my daughter's phone. 3 strikes... you're out. Upon reading several, of the hundreds, of other complaints submitted through the Revdex.com regarding the cases for the [redacted], I cannot understand why what I am asking is such a big deal. You have satisfied other complaints by refunding them the cost spent on the case, when they were asking you to replace their phones. I, thankfully, do not have a damaged phone, that your company CLEARLY will not cover anyway. I cannot understand now, WHY your cases cost what they do, when they do not cover anything you are advertising them to do. Again, I do NOT want another case. I am asking for the total price of $105.99 to be refunded to my credit card, and a ship ticket to return the 3 defective cases back to your company. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  we contacted the company immediately when the damage occurred to the I pad (this was after we performed the water test which is the "test" the company is referring to in their above response") replacing the case would be of no use to us since we put it together properly the day we received it and performed the water test. Then placed the I pad in the case which is to protect the I pad and within seconds his I pad was completely destroyed. Replacing the case which is advertised all over the box to protect the I pad from water damage (this is why we purchased it) would be of no value to us because the I pad is ruined due to the case not protecting the I pad device which it clearly states it will do. When we contacted the company a second time they said they would reimburse my son with a check for the value of the case. He sent pictures that they wanted. We received no confirmation so we contacted them again. They said the pictures needed to be at specific angles which we uploaded and resent to them and again no response or confirmation. We have done everything on our part and this company refuses to follow through with their promises. We now have no iPad because the protective case that was purchased to protect it did not protect it at all.. Again, we performed the safety test that is directed to perform before we placed the I pad in the case. Reimbursement for the case is the least we would accept. If the company truly backed its product it would reimburse the cost of the I pad as well ... 
Regards,
[redacted]

Dear [redacted],We very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation: 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 (If your phone was water damaged, then we will need documentation of that specific damage)•    Your handwritten name, current date, and signature3)    Purchase Receipt or invoice:•    Purchase date (within the last 12 months)•    Case or product that was purchased•    Purchase price•    Retailer contact information, including phone number•    Your handwritten name & current datePlease reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files. For more information about our warranty, please click here: https://www.lifeproof.com/en-us/warranty-full.htmlThank You,Stephanie