Otter Products LLC

Complaint: [redacted]
I am rejecting this response because: I have been sent a replacement case and it too failed. This is an inferior product. Replacing  it over and over and over is a hassle and not practical. 
Regards,
[redacted]

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

Hello [redacted],
I am sorry that we are unable to cover the damage to your device.  At this point in time, due to the threat of legal action, the team in charge of Revdex.com complaints is unable to comment on any kind of legal matter, and we will need to pass your information over to our Legal team.  Your contact information, along with a thorough description of the situation will be sent to our Legal team, and if they need any further information, or determine that there is validity in your claim, they will reach out to you directly.  I apologize for the inconvenience, but if you have any other questions in the meantime, please let me know.
Best 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 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:
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

Complaint: [redacted]
I am rejecting this response because:1) I do not want a replacement defender case, you already sent one and it was defective.2) You are unable to send me the case that I asked for.  You seem to forget that the customer comes first and YOU DO NOT HAVE THE RIGHT TO CHOOSE A COLOR FOR ME WHEN I PAID MY MONEY FOR THE CASE I WANTED. THIS IS NOT ABOUT YOU. It's insulting for you to think you have that right. You are not resolving and issue by doing that, you're trying to "shut me up".  If I wanted to color you want to give to me, I would have ordered it on my own. I didn't need your help with that. Duh.
3) I did not get what I paid for and for that reason alone, I am due a refund. No one should keep a case that doesn't work.  One of your representatives told me to take off the plastic protective cover, knowing that if I did that, that would be tampering with the case and voiding the warranty for a replacement case.  A very dumb idea and you need to retrain your staff.  They should not be telling customers to do that. One again, DUH!I want a refund charged back to my credit card in the amount I have requested. THAT'S THAT.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: I have the broken clip, therefore the case is not lost.Regards,[redacted]

We would be happy to replace your case under warranty, if you would give us a call at 1-[redacted] for further assistance on this. However, if you decide to take the legal route instead, I would need to direct you to our legal department for any proceedings with this incident.

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]

Dear [redacted],Thanks for reaching out to us and sorry for any delays. It seems we are at an impasse. We have already stated a number of times that we do not replace devices. We especially must stress that we cannot assure that our case will remain waterproof it the plugs are not properly closed and inspected before entering water, even if it means checking for those fine, hairline cracks. The case simply should not be used if there are any issues with the seal, and it sounds like there may have been visible issues with the seal that could very well have been there before the damage to the phone occurred. We also do not recommend putting a potentially broken case back onto a phone or onto another phone. Please also be aware that LifeProof is a brand name. The name itself does not promise any kind of insurance or warranty on the phone. No part of our packaging or marketing promises insurance or a warranty on the phone either. The Federal Trade Commission has some good resources on how warranties work, and we can assure you we are working within federal guidelines for warranties. We are still happy to refund the cost of the case. Please let us know if this might work for you. I can send you an email from the original incident so you can get us those photos. Please let us know if you have any questions.Best,Sarah

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. You can read about that here on our website:https://www.otterbox.com/en-us/warranty-full.htmlThe case is not supplemental insurance on the device, and the warranty...

does not extend to the device.It is also impossible for us to connect customers to our CEO. When you spoke with us on the phone, you absolutely spoke with the highest level manager you can speak to on the phone. This is not in any way unusual business practice, but we do apologize if you found this frustrating. We are happy to send you any case you like, aside from our battery cases. There is another option that not everyone qualifies for that requires the case to have been purchased within a year ago. This involves a refund on the case, though does require a bit of paperwork, such as providing the receipt showing it was purchased within the year. Again, if this would not work, we can go right back to offering you any non-battery case.Please let us know if you have any questions or concerns.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We do apologize for any delays.We definitely are not trying to be difficult. On the contrary, we are wanting to assist you in getting us the best possible paperwork that will assure this be swiftly processed by our finance department. They have specific guidelines they must abide by in any refunds they issue. For third party case refunds we need verifiable receipts of purchase. I am fairly confident that [redacted] can regenerate this for you. Bear in mind that not all customers quality for third party refunds. It is a special exception and we need to have the paperwork in a pretty exact format. Once you are able to get that correct receipt to us, we are happy to get that third party refund processed for you.Please let us know if you have any questions.Best,Sarah

All of our cases come with a limited one year warranty that covers any damage to the case. We do extensive testing to ensure that we make the most durable case possible however this is not a guarantee that a device will never become damaged. If the case should become damaged within this one year...

time frame we are able to offer a replacement case however we are not able to offer any compensation for the device. I would be able to offer you a replacement case for your new *Phone ** and waive our standard shipping and handling fee.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We do see that you spoke with one of our representatives on 9/21/2015, but there is no record that you were transferred to a LifeProof manager. I am on that team, and we would have with near certainty made notes if a call had been transferred to us. It was still our failing, if we had implied you were speaking with a manager (or even if you did speak with a manager and we failed to make notes), and if we had not maintained brand integrity. Like I mentioned before, you are under no obligation to return the OtterBox cases. Since you were successful in returning the case to the store, we don't need to worry about that third party refund. Thanks for the update on the situation.We do stand behind our product in the form of our product warranty. That said, it is made very clear on our website and in the packaging insert that we do not assist with devices. There is simply no exception on this. We are not backpedaling on a promise that we had previously made, and we, in fact, have made all the exceptions we possibly can to assist you. Despite your bad experience, I am actually very happy to go ahead and still send you a LifeProof case of your choice (aside from the battery case) due to the mix-ups that you experienced. We are happy to do this as a one-time courtesy, and will not require any further documentation to send that out to you. Please be aware that we normally don't ever make such exceptions, but we do want to do what we can to correct the way your situation was mishandled in terms of brand integrity and individual representation.Please let us know if this might work for you, and please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for getting back in touch with us and sorry for any frustration this may have caused.We are seeing that the order was placed 06/23/14.  You state that on 09/29/2014 you called us and spoke with a "[redacted]". We are not finding this incident unless it was placed under another person's name. We generally have more than one agent on duty on a weekday (9/29/2014 was a Monday). It would have been advisable to give us a call again, if you had not heard back from us, shortly after that call. It does sound like she would have been looking into the possibility of an exception out of an extra courtesy, but not with any kind of hard promise, as we do not offer refunds over three months outside of purchase.With now being an additional three months out, it is especially not possible to process an RMA on this purchase.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thank you for your reply. We are sorry if there are any misunderstandings about our limited warranty.Our warranty statement is here: http://www.lifeproof.com/en/policies-and-warrantiesAs stated, we cannot assist with your device. We have sent you out a warranty replacement.Please let us know if you have any questions.Best,[redacted]

[redacted], Thank you for reaching out to us.  I am so sorry to hear about the damage to your daughter's [redacted].  I completely understand the frustration with the situation and I would really like to help out.  The LifeProof representative you spoke with was correct in that we do...

not cover any device under the LifeProof Limited Warranty (http://www.lifeproof.com/en/policies-and-warranties#LIMITED PRODUCT WARRANTY).  The warranty extends to the case itself. There is a program available through corporate [redacted] locations called the Total Water Protection Program.  It is essentially a form of insurance for device water damage (of course, with an additional cost associated like any insurance plan).  Again, this is only available when a LifeProof case purchase is made through a [redacted] corporate location.  Under our warranty, we can absolutely replace your case and potentially do a color/series change if you'd prefer.  All we would need for that case replacement are a few photos of the case itself as well as the case serial numbers (found on the inner lid and inner base of the case).  After receiving those, we can get a replacement case expedited to the shipping address of your choice.  Again, I do apologize for the circumstance.  I hope this provides some clarify around the situation.  Have a wonderful Monday and please let me know if I can be of any further assistance. Sincerest Regards, [redacted]LifeProof Customer Service

Dear [redacted],Thanks for reaching out to us. We apologize this has been a stressful experience.Per our limited warranty, we cannot assist with your device. The LifeProof case is not meant as a form of insurance, and there is no case that exists that can protect against all possible falls at all...

possible angles onto all possible surfaces.We can assist you with a replacement on your case. We may also be able to assist you with a third party refund on your case, if you would like to pursue that instead of a warranty. It would be one or the other. We do need very specific information in place to be able to process a third party refund on a case, and not all customers are eligible for this option. Please let us know which would work for you.Best,[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Although I don't understand why you would just replace it when I haven spent a well amount if money on this item. Regards,
[redacted]