Otter Products LLC

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]

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]

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 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]

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: I have the broken clip, therefore the case is not lost.Regards,[redacted]

Dear [redacted],Thanks for getting in touch with us and sorry for any delays,Per our limited warranty, we can not assist with devices. We appreciate the passion of your argument, but there is no case out there that 100% you will never have damage to your device. Additionally, we cannot warranty something we have not manufactured, and the case does not act as an insurance policy on your device. http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsSimilar text to the above is in an insert placed in each and every LifeProof case package.As stated, we did process that third party refund on the case.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 did look into that pending charge you had on December 245h under this email address. When I attempted to reverse the pending charge, I received the message that there was no longer a pending authorization on that, so you should have...

already received the funds for $29.16 back. This is standard for our system to attempt a pending charge before the hard charge. In some circumstances, the pending charge is drawn but the order does not got through. This generally drops off in a few days, but it may be that due to the holiday season it took a little longer. We can't push the order through, but feel free to call us back at your convenience to replace the order. You may want to reach out to your financial institute to see if you might be able to get further detail as to why that order did not go through. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: I do not want a new case, they are obviously junk and I do not want to risk another device being damaged due to your clearly "not lifeproof" case. I want my money returned to me as well as compensated for my broken device.
Regards,
[redacted]

Dear [redacted], Thanks for getting back to us and sorry for any delays.As stated before, per our limited warranty, we are not able to pay for any part of a device. We also cannot assist with the deductible. We are still looking to find any previous incident for you. As stated, we are happy to get you set up with a replacement on the case itself. Under certain circumstances, we can instead do a third party refund on the case, though we need some specific information: a photo of the case with name, date and serial number on a sheet of paper in the photo; a photo of the damaged device with the same written information; a photo of the original purchase receipt showing you purchased the case within a year ago, again with that written information. Please let us know which option will work for you and we can get that rolling.Please also let us know if you have any further questions.Best,Sarah

[redacted], Thanks so much for reaching out to us.  I am so sorry for the frustration and length of time involved with this warranty claim.  I have looked into the claim and see that your case photos were, in fact, sent to our Brand Protection department.  Your particular case was was...

deemed inauthentic by our team of experts.  All of our [redacted] cases were produced with Serial Numbers and when we see a photo of a case without one, we send detailed photos to that team to authenticate the case.  I am so sorry for the circumstance.  We do not cover inauthentic cases under our warranty policy and unfortunately, can never guarantee case authenticity when purchase through a third party retailer (like [redacted]).  For this particular circumstance, I would love to offer you a 25% discount on the future purchase of a case through Otterbox.com.  With a purchase through our website, you are guaranteed to get a real OtterBox case and will not have this issue when it comes to warranty claims.  I do hope this provides some clarity for the situation!  Sincerest Regards, [redacted] OtterBox

Complaint: [redacted]
I am rejecting this response because:This does not solve the issue of why you are making me go through multitude of hoops, when I have sent everything to you multiple times.  I don't have the time to babysit my email, because you refuse to fix the issue.Inasmuch as you not willing to resolve the issue to my satisfaction, it will be escalated.
Regards,
[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],
I am very sorry to hear that your son's phone has been damaged by water while inside of a LifeProof case.  While we have a one year warranty that covers defects and damage to the cases themselves, it is stated that this warranty does not extend to devices under any...

circumstances.  We would be more than happy to replace the case free of charge for you under this warranty, but we are unable to cover damage to devices for a few different reasons.  Our cases are water tested before we send them out, but due to the fact that there are too many factors that are out of our control once a case has left our hands, and also since we do not manufacture the devices themselves, we are unable to cover damage to a device under this warranty.  You may read our warranty in full at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
Once again, we would be more than happy to replace the case under warranty free of charge, we would just need to know what color the case is, and we would need the serial number from the inside of each piece of the case.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: $90 for a LifeProof case that wasn't even drop-proof is exorbitant.  How can you market and sell a product that fails, then claim no responsibility for fixing the damage?  The phone needs a new screen, both to fix your product's failure, and  to restore my faith in your company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did contact your company before I purchased the case and was told it was the correct case for my phone.  I did this to ensure I wasn't wasting $88 cad.This problem was directly caused by your company. I am am being very fair in my request. I will ship it back at your cost and you can ship me a new case that works with one of my phones or I will file a chargeback with my credit card provider. I have all my documentation ready to be faxed in. Including Records of phone calls made and complete email history. I do do not take being screwed very lightly and refuse to be ripped off or scammed to this degree.  If I need to hire a lawyer and file a statement of claim I am prepared to do so. 
Regards,
[redacted] Frederickson

Dear [redacted],Thanks for getting back to us and sorry for any delays.We are very happy to explain a little bit more about the warranty. Product warranties, by federal guidelines, are pretty much always for the product the manufacturer has made. We don't manufacture devices so we don't warranty devices. The case is also not an insurance policy on your device. We appreciate the passion of your argument. That said, bear in mind we do not promise anywhere that your phone will never suffer damage or that we replace devices. We are still very happy to get you a refund on the case if you can locate the receipt and the case was purchased inside a year. If not, we still extend that offer to get you any two non-battery cases you like. Please bear in mind that the tablet cases, especially, have a pretty high MSRP and that we are happy to extend this offer for a year.Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We apologize for any delays.Our previous possible resolution offers still stand. We do need more information to do either the warranty on the case or the third party refund on the case. If we go the route of the third party refund on the case, we can work with an invoice showing that [redacted] had to repair or replace the case if you can no longer provide photos of the damaged device. The other thing we would need for this resolution is an itemized receipt of the purchase of the case. We need you to do the footwork on obtaining both items. For either resolution, we at least need to get a standard warranty photo. Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any concerns. We do test our cases extensively: that said, there is no absolute assurance that the cases will work under every single possible situation, with unknown conditions, including, but not limited to, a case not being completely closed, a water test not being administered correctly, or the submersion being longer than had been advised. We can make an exception to get you a refund on the case itself. To do this, we need the following: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.)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 attach these here or get in touch with us through the original incident we placed the warranty in (ref Incident 12426797).Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:The Complaint will remain open until a settlement is agreed upon.  
Regards,
[redacted]