Otter Products LLC

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

We extensively test all of our cases to ensure that they are as durable as advertised. While we make our cases as durable and protective as possible for our customers and their devices we are unable to guarantee that a device will never become damaged. Our warranty is in place to ensure that a customer is able to receive a replacement case if their case should become damaged or stop functioning. We are able to replace your current case with the same case or a different case and waive our standard shipping and handling fee.

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

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 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

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!

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

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

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]

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: I spoke to a total of three agents not two.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I do not want the replacement cases sent to me.    I have a return label and will return them to you with the label you sent to me upon refund of my $110 that I spent on my  (1) LifeProof Frepower case. This and only this is an acceptable resolution for my complaint.  
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. We do apologize for any difficulty with this order.I have gone ahead and removed that $5 freight charge for RMA number [redacted] (original order number [redacted]), per your request. Under these circumstances, we are happy to assist with that...

fee.Please let us know if you have any questions. Best,[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:
When an order is processed on your site the delay in shipping only shows for the option highlighted.
I clicked from standard shipping to overnight and did not see your disclaimer.
I feel you hide this disclaimer, you should have it visible at all times not just when I click the radio button.
Attached is what I saw when I clicked on overnight shipping, there is a disclaimer for standard shipping not for overnight.
I did not read any disclaimer that may or may not have appeared after I selected overnight shipping.
48 hours processing time is terrible for an expedited service.
This is not a attempt at a resolution, this is shoving your terms and conditions at me which makes me more upset that will not do what is right and refund the $15 dollars.
Regards,
[redacted]

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

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]

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

Complaint: [redacted]
I am rejecting this response because: If the website and advertisement had not boasted that phones were safe in this car up to a 4-1/2 feet drop I would not have purchased and had this type of damaged to my phone.
Regards,
[redacted]