Otter Products LLC

I ordered an Otterbox from this company and did not receive my purchased itemI then notified the company of the situation and requested a refund since I just bought it locally instead after realizingThey refused me a refund as they said they needed original packaging and product which I never gotThey instead offered me a replacement case as a resultI was at first okay with this, but now realizing I can't return the one I bought from store, so I'm going to be stuck with cases, in which only one I needMy order number is [redacted] This has been a bad experience and I'm really just frustrated at this point

Complaint: [redacted] I am rejecting this response because you are NOT putting your customer first and that is a HORRIBLE business model You are also sending a message to consumers that you make an inferior product This complaint will be public record on the Revdex.com website and I sincerely hope that when the public reads it it persuades them to purchase another brand case rather than yours Additionally I plan to tell everyone I know about my horrible experience with your product and your so-called "customer service"You have not only lost me as a customer but potentially hundreds more from the poor word of mouth advertising I plan to solicitI hope this bad publicity is worth the $your company could have easily provided to fix the screen of my phone that YOUR product damaged Regards, [redacted]

On May 24, 2016, I returned (1) new cell phone case ordered over the Internet, The case was shipped via USPS and paid for by me Otter Box's shipping label was not used and I provided them with verification of mailing After numerous phone calls and e-mails to Customer Service, I have not received a refund Based on Otter Box's Incident # [redacted] , it was agreed that return shipping costs were owed to me

I bought a new Phone [redacted] 128g phone and Lifeproof case at a [redacted] store in WA in April, knowing we will be moving to Hawaii and excited to take photos and work from the beachI registered for the protection as instuctored and received a vague confirmation emailOur first trip to the beach, the case failed and waterlogged my phone on July 7thWent to [redacted] the next day and with thier help tried to submit a claim with LifeproofSince then it has been over calls, emails, about hours of hold times, some helpful, some rude and some completely oblivious customer service reps to get the wrong phone (a [redacted] phone that didn't take my [redacted] SIM card) and a case that was too small two weeks laterI sent the equip back and called on Friday asking for a supervisor and was told that one would return my call in 1-business daysNow it's Tues, I waited minutes to speak to a supervisor who didn't apologize, yelled at me the entire conversation and when I asked what Lifepro

I bought a waterproof case from lifeproof a few months agoIts advertised as being one of the best waterproof phone cases on the market, and it can be submerged for up to feet underwater for up to hourMy phone was submerged in feet of water for about seconds, and the case did not prevent the water from getting into the phoneMy phone [redacted] is now ruined and will not turn onIve reached out to lifeproof via email, phone, and facebook, and they only offered to send me another caseI called [redacted] and they want 500$ for a new phone

Dear ***,Thanks for reaching out to us and sorry for your distressing experience.I am looking in our system and not finding an incident for you: perhaps it was under another person's name? Regardless, we are absolute happy to help you out in a way that is outside of our standard warranty and refund you for the cost of your caseI have set an incident up for you, but if we could also get the contact information verified for that incident it would be much appreciatedThe incident number is 12951340, and if you give us a call we can verify that information and also send you an email that you can use to get us the required photosThe photos we need for that check refund on the case 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 (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 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current datePlease let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to us and sorry for any continued distress.We normally do not offer RMAs for purchases outside of days (with, at most, 3-weeks of wiggle room under unusual circumstances)We do see there was a return for a different purchase ( [redacted] ) that happened within a month (perhaps there were two orders of the same Nuud case), so it seems you would have been aware of our return time framesThat said, we don't see any kind of warranty claim for six months on this order in question, which makes it harder for us to see a trace of your having had trouble with itIt is especially puzzling that you would not have contacted us earlierif the situation was as dire as you have described.That said, we do indeed recognize that this has been an extremely upsetting experience for you and your husbandWe also appreciate your letting us know about the research you have done, but bear in mind people's experience may vary.Here is what we are willing to do: we set up an RMA and will send you out a shipping label and you can then mail us the casePlease know that the refund will be in check form, as we are too far from the purchase date to refund you back to your original credit cardWe will refund the whole purchase, but bear in mind that this is also a very unusual exception, as you mentioned yourself the armband was in perfect condition and was not the item that was giving you troubleWhile we will go ahead and set this up once you agree to this, please remember that it is very important to reach out to a company as soon as you experience difficulty with a product so as to make a process such as this easierWe are not an unreasonable company, but, like most companies, we ask customers to at least meet us halfwayShould you ever be a LifeProof customer again, we will not be able to make this kind of exception againWe encourage you to request clarification of our return and warranty policies should you ever be uncertain of them, moving forwardPlease let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because: the Total Water Protection Program is meant to cover both the device and the case itselfHowever, it was when I contacted TWPP that I was treated very poorly by customer service and hung up on, despite being incredibly polite in the face of such dismal circumstancesI was told "well manmade devices break all the time" and hung up on, without further assistance or discussionI had a large amount of data lost on that phone, including photographs of deceased individuals which are irreplaceableTo be treated so poorly after such an unfortunate event was incredibly distressful and unnecessary to say the leastI would certainly hope this isn't the type of representation LifeProof seeks to have in the public eye Regards, [redacted]

Dear [redacted] ,Thanks for reaching out to usWe do apologize for any delays.I am happy to offer a list of the exact images we have receivedThese were all sent in roughly a hour span on Tuesday, June We have five (5) photos of a LifeProof case on what looks like a wood tableThere is no written information (printed name, signature, serial number from case) in those photosWe have three (3) photos of an [redacted] on what appears to be a granite backgroundThere is no written information (printed name, signature, serial number from case) in those photosIt is hard to see damage to the device, though we understand it may be internalThere 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 tableThis 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 paperThe serial numbers are critical for authentication of the caseThe final photo we are seeing is one (1) shot of what appears to be shipping confirmation of the caseWhat 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.***,Sarah

I purchased the LifeProof FRE for [redacted] case which advertises clearly on the box and throughout the box and on the website, it is water proof, dirt proof, snow proof, and drop proof (survives drops from 6.6feet/2meters) It states "The US 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" On Dec25, 2017, my [redacted] phone fell out of my pocket, while secured in the LifeProof case I stand at 5'3/4", the phone was mid-way LifeProof will not honor what they advertise The value of my retails over $800, and the repair cost is up to $When I asked to speak to higher management to settle this matter Amanda informed me "management does not speak to the public" I want this matter resolved as quickly as possible When this case was presented to me, I was given all the specs and features I was not told about the fine print LifeProof is mislea

Complaint: [redacted] I am rejecting this response because, per the company's own admission; the warrantee "is actually explained in an insert that comes with each and every LifeProof case"Neither the web site nor the exterior of the case mentions any type of limited warrantySo the only way to read the warrantee is to buy the product or specifically do a search in their web site.In addition, there is a claim the box is "WATERPROOF Submersible to feet / meters for hour"A claim to be water RESISTANT may imply limited protection but WATERPROOF precisely means thatwaterproofThe full definition of WATERPROOF (per Merriam Webster dictionary) is: impervious to water; especially : covered or treated with a material (as a solution of rubber) to prevent permeation by water.This is, at the very least, advertisementI am still convinced that the company is liable for reimbursing the cost of the phone replacement $(including tax), see copy of bill attachedI will also strongly recommend the "PROOF" statement in product packaging as well as the web site be updated to clearly state the limited warrantee Regards, [redacted] Nieves

Dear [redacted] ,Thanks for reaching out to us and sorry for any distress you may be experiencing.First off, we definitely apologize if you were having trouble reaching us by phoneAlways feel free to try again if that happens: there may have been a temporary error with the phone system, but that should not be an ongoing issueOur number is [redacted] for future referenceWe are available M-S 6am-9am MTI have made an incident for you ( [redacted] ) and also attached the order invoice for this purchaseWe have not made any other hard chargesYou would need to reach out to [redacted] for details on what may have happened with this orderAgain, we can assure you there were no additional hard funds pulled, though there are sometimes pending charges, but that is something you would need to address with [redacted] , and that we are unable to assist with any fees that may have accrued in this processWe strongly encourage you to let us know if you have any additional questions or concerns.Best,Sarah

Dear ***, Thanks for reaching out to us and sorry for any distress you have experiencedWe do see we have already done a credit refund for the case, reference number [redacted] , for the total of $USDPer our limited warranty, we are not able to assist with the device While our products are tested extensively, in a variety of circumstances, there can be an unprecedented string of events that lead to a case no longer being waterproofIt is also up to the customer to assure that the case is carefully tested and inspected on a regular basis before taking the case and phone into waterAdditionally, there is an insert in each and every case packaging that explains this limited warranty, including a statement of possible risk to the deviceWe are happy to answer any further questions you may have.Please let us know if you do have any further questions or if you run into any difficulty receiving that refund checkBest,Sarah

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 casesThe TWPP would need to be registered within the first days, and it is up to the [redacted] employee to inform customers about this registration processWhile 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 days, the claim will be denied and there are no steps that Lifeproof can take to override these rules provided by the insurance companyPlease call us at 1-888- [redacted] if you would like to replace your damaged case under warranty

Complaint: [redacted] I am rejecting this response because:I think Otter Products LLC is misleading consumers in regards to the product they offerTheir website states "The U.SMilitary Standard for drop and shock protectionIt requires that your LifeProof case physically withstand the drops, fumbles, vibrations and bumps you encounter day to dayYour 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 feet as claimed protection from Otter Products LLC Regards, [redacted] ***

Dear [redacted] ,Thanks for getting back to us and sorry for any delays.Again, per our limited warranty, we are not able to assist with the deviceWe are especially sorry if there were any misunderstandings as to what our warranty covered.You can read over the details here:https://www.otterbox.com/en-us/warranty-full.htmlWe are definitely happy to help out with a replacement on the caseAs mentioned before, if you could let us know when and where the case was purchased, we may be able to see if there are other optionsSpecifically, we can under some circumstances offer a third party refund on the casefor that we need an itemized receipt of the original purchase of the case, showing it was purchased within a year agoWe have the rest of the information we need.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted] I am rejecting this response because: The product they sell breaks continuously Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I am not disputing for the cost of your caseI am disputing that you are not standing behind your Total Water Protection WarrantyWhen I called your company (from where I bought your case), I was told that you had "recently " changed the policy on that and no where on your website does it indicate that changeI got the device replaced with a $deductible and paid $for the casePlease refund me $Thanks Regards, [redacted]

Dear [redacted] ,Thanks for getting in touch with usWe 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 processWe do look forward to getting those photos so we can warranty your case.Please let us know if you have any questions.Best,***

Complaint: [redacted] I am rejecting this response because: Although thanks to Revdex.com the company has respond to me but meanwhile I could no longer wait for all back and fort I filed a claim with [redacted] insurance and they send me a new cell phone For the claim I paid dollars the life proof has taken too long and too complicated One month has past and I am still dealing with this back and forth emails today they provided me with a claim ID but I already had to get a new phone I returned the damaged cell phone back to [redacted] , my cell phone insurance At this point I want life proof reimburse me for dollars ( because the claim with them should have been if they would honor their statement Also a new life proof cover ( which I would no longer trust that they are really water proof) Regards, [redacted]