Otter Products LLC

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]

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]

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.

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 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]

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

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]

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]

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]

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 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

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]

[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

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 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

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we do not assist with damaged devices. This is explained on our limited warranty page:https://www.otterbox.com/en-us/warranty-full.htmlPlease note that the case does not act as an insurance policy on the...

device, nor does the warranty on the case extend to the phone.We do test our products extensively. That said, we have no way of monitoring every moment in the life of a case and a phone once the case is out of our doors, and it is impossible to trace the exact string of events that may have led to a damaged device. Additionally, there is no case out there that 100% promises that you will never have damage to your device.It looks like we have offered to both refund your OtterBox case and also get you a new case. We are still happy to do this, but we would still need that requested information.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 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 dateYou mention wanting a refund on the screen protector, but if this is not one of our screen protectors, we cannot do this. For one, this case refund is already a special offer we are extending to you and for another, we can only assist with products we have manufactured. If it is one of ours, we need to see that on the receipt. Please let us know if you have any questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your case. All of our cases come with a limited one year warranty against any damage or defect to the case. Sadly, this warranty is limited to products that are manufactured by LifeProof. While your LifeProof case offers an added...

layer of protection, it is not a guarantee that your device will never become damaged while inside the case. I am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by LifeProof, such as the phone or tablet inside. I am happy to offer you a replacement case of your choice for your current device or any other device.I have searched our records for your information however I am unable to find any registration information. If there is different contact information that the registration could be under I am happy to search again.

Revdex.com:
Thanks for your speedy response. And yes I did speak to someone before your response. Thank you. But, she said she would send an e-mail with instructions to get check and I have not received. Please send info to receive check ASAP to [redacted]@[redacted].  I can be reached at [redacted]. Thanks you. I have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as I receive the check.
Regards,
[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]