Otter Products LLC

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]

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:
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]

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.

Complaint: [redacted]
I am rejecting this response because: I already have my refund from the retailer and a suit has been filed! Thanks 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am only hearing excuses. How is a company created to design protective cases, not have a policy in place when their product malfunctions? Any other company has to have measures but Otter Box is exempt? Why do you not put an advisory on the product itself, instead of making people look for it? Oh because if you put "Otter Box is not liable for any damage to your device while our product is in use" on the package people wouldn't buy it. At that point people would question buying a product that WILL not assist them should their device be damaged while their product is in use. I'm wondering how many other people have had this issue. I feel like this might be class action lawsuit material. Also, if I wanted a refund on the product I would go back to where I purchased it. Refunding the money spent on the case does not fix the fact that your product did not protect my device and you have no policy in place to assist me. Why not have a contract with a third party retailer who fixes screens at a discount for those who use your product? If a person can prove beyond a shadow of a doubt, your product malfunctioned that's the least you could do. A simple "Mr/Mrs customer, We're sorry this happened but if you visit our friends at (insert retailer) they will take care of you at a discounted rate. Just bring your receipt and they'll assist you." Now I don't think that's unrealistic at all. I see now though that you only care for the next dollar and not for the consumer who purchased your product thinking they had protection. I feel your company should be made to put that advisory on the FRONT of the packaging. I'm sure you won't even consider doing that though, will you?Regards,
[redacted]

Hello [redacted],
I apologize for the inconvenience regarding your warranty situation and the damaged device.  After reviewing the claim, it looks like the reason the representative you had spoken with was not going to switch you from a [redacted] case to a [redacted] case was because we had already made...

a one-time exception to switch you from a [redacted] 2 case to a [redacted] case previously.  Since we had already made this one-time exception for something that we typically do not do under warranty, we would normally not be able to do it again for you.  However, I am seeing that you had called back in the next day and spoken with another representative who ended up offering the exception for you.  
According to the [redacted]s in your most recent claim, we have offered to make this exception to send you a [redacted] case despite the previous [redacted]s from the first representative, we are just waiting on photos of the [redacted] case following the provided instructions.  So, at this point, I believe the situation has essentially been resolved, and we are just waiting on the photo of the case, but if you have any other questions, please let me know.
Best Regards,
[redacted]

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]

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]

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]

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

[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

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

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is somewhat satisfactory to me as long as they provide a replacement cover free of charge and waive the shipping and handling fee as they stated on their response.
Regards,
[redacted]

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

Complaint: [redacted]I demand compensation. I do not want any warranties on the case or returns 
I am rejecting this response because:
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]

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

Dear [redacted],Thanks for getting in touch with us. We do apologize for any distress this may have caused you.We have determined this case to be a counterfeit. Unfortunately, counterfeits can be very deceiving. We cannot warranty a product that we have not manufactured. We are happy to give...

you a 25% discount on your next purchase, which is a much larger discount than we are normally able to do.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us. We are sorry this has been such a distressing experience for you.We have found the incident where you contacted us. We are not finding a lot of information that could be helpful for finding a resolution for your issue. As we mentioned before, the...

OtterBox does not act as an insurance policy, and we cannot warranty something we have not manufactured. A fall from a car can be pretty harsh for any phone inside any case. We do offer extra added protection. That said, there may not have been a case out there that could prevent against a sharp fall onto concrete or asphalt. While we cannot assist with the device itself, we may be able to offer a third party refund on the case, if you do not want to proceed with the warranty. For that we need a standard warranty photo, a photo of the damaged device, and an itemized receipt showing you purchased the case within the last year. For a standard warranty we just need the case photo. Either way, we need some more contact information, including permission to use this email in that incident, so we can reach you via the incident. We do not have an email address on file for you otherwise.Please let us know if you have any questions. Best,[redacted]