Otter Products LLC

Dear [redacted],Thanks for reaching out to us. We do apologize this had dragged out.I was looking at your incident, and it looks like we had inquired if you had more than once case for your two holsters. Generally we ask for a photo of a whole case per individual parts needed. I think this then fell...

through the cracks. We are very happy to get you two holsters with the photos at hand, as we can make that exception.Please let us know if the two holsters are the only parts that need replacing, and we will be happy to get that out to you.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because: they refunded me most of the money they took all but like a penny of it and blamed in on the system not allowing it to do a complete refund.  I realize its just a penny but if they are doing to this me how many other hundreds of people are they doing it to as well.  a penny can add up over hundreds or thousands of customers!!  They need to fix their system to be able to issue full refunds.  If you can take the full amount you should be able to refund the full amount as well and not blame it on a "system issue".  Someone needs to look into this and I did file a complaint about this with the Colorado state attorney generals office as well and it is currently under review according to email I received from them the other day.
Regards,
* [redacted]

Hello Eric,
I'm sorry to hear that we were not able to replace your case for you.  Under our Limited Warranty, we are able to cover and replace products that have been manufactured by [redacted] and have shown signs of a manufacturer defect.  After we received the photos of your case and...

the serial numbers from the inside of the case, the photo and information were forwarded to our Brand Protection team for authentication.  The Brand Protection team, a team dedicated to determining the authenticity of our cases through photos and other information gathered, came to the conclusion that your case is counterfeit.  As stated before, we are able to cover and replace products that were manufactured by [redacted], but in this situation, since the case was determined to have not been manufactured by [redacted], we will not be able to provide a replacement case.  You may visit the following webpage for tips to help avoid purchasing counterfeit products, and also to report counterfeit [redacted] products:
http://www.[redacted].com/en/fake-[redacted]-case/
Best Regards,
Patrick

Complaint: [redacted]
I am rejecting this response because: For its deceptive and false advertising. About its product offering protection against water. I would like for company to have a disclaimer about not guaranteeing protection. I would like a full refund & $800 to cover damages.  
Regards,
[redacted]

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]

Dear [redacted],Thanks for reaching out to us with your detailed statement and apologies for any delays.Per our limited warranty we are not able to assist with the device. This is included in an insert that is included with each LifeProof case.Here is the text of our limited...

warranty:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsThere is no implication that we insure or warranty the device whatsoever. There also is no case that 100% protects against any and all damage to a device under any circumstances. It is the responsibility of every consumer to read the terms of a product warranty before using the product.As specified in your statement, it appears that [redacted] installed the case. We do not recommend the case be used until a water test is done. This water test is clearly outlined in the insert that comes with each case. It is, again, up to the customer to see to it this water test is properly administered. It does appear that we have already sent you a warranty replacement on the case. We are happy to have you let us know if you have any questions or concerns about the replacement case. Please let us know if you have any questions.Best,[redacted]

Our warranty is in place for replacement not for refund. We are able to replace your current case with the same case or a different case but will be unable to offer a refund. We are also able to make a one time exception to waive our standard shipping and handling fee but will be unable to extend this offer to all future warranty replacements. If you would like to receive a replacement please let me know which replacement you would like to receive and I will send it as quickly as possible.

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 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]

Complaint: 1[redacted]
I am rejecting this response because:I never ordered the [redacted] defender series. I ordered the [redacted] defender series. I would like a brand new [redacted] case defender series case sent to me as soon as possible at a discounted rate! Otterbox customer service representative were very rude to me on top of everything. Please send me a case.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Funny how big companies get away with false advertising and then tell you to go [redacted] yourself in a nice way!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:For the fact that a new product at a higher end price point should not be defective.  i purchase not one but two of these cases, one which the port stopped working and I was sent a replacement that can not with stand the water test as the second case I puchased didnt.  do you not see a problem here? three out of three defective?  what does that tell me about the quality of this so called lemon? would you personally want another one? I think not. it would be easier as a company to offer a refund! I cant say anything about the third party retailer because they dont make the product you do.  the third party retailer has no responsibility at hand! I would like a timely resolution to this. I am not saying if a more improved product cam out I wouldnt purchase it, but the issue at hand not being resolve is driving me away from the company!!Reguards,
[redacted]

I am sorry for the frustration and confusion surrounding your warranty claim. We have thoroughly researched and collaborated with many different entities to ensure that the  taxes we charge are correct.  Due to the frustration that you have had I have issued a full refund for your...

warranty.

All of our cases go through testing before being sold to our customers and at time of purchase we do ask that the customer perform another water test before placing any device in the case. LifeProof also recommends that a water test be done on the case every 3 months to ensure seals are working...

correctly. If the case is being taken into any salt water or pool, we do recommend that the case be rinsed off with tap water after taking the device out of it to ensure the seals are not being worn down. In regards to any damaged device our warranty does clearly state that LifeProof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than LifeProof. If you would like to go over any options we can offer to you under our warranty, please contact our customer service by phone at [redacted].

Pre-Authorizations, even charges that have failed, typically take 3-5 business days to drop off from your bank statement. The PDF which you enclosed was dated from 6/8/17, meaning that there might still have been 2-4 business days in which that charge would stay on as a "pre-auth". Despite making 5 attempts to place a warranty on 6/7/17, all were declined due to billing address verification failure. As per automatic procedure, all of these charges were reversed within 1-2 seconds after the attempt was made. Please contact your bank for any further information.

Complaint: [redacted]
I am rejecting this response because:You know and I know consumers do not have the time or the desire to do the desire to do all the extra research to find the fine print. That is why there are "Common Sense Warnings" on labels now. The fact of the matter is you ARE FALSELY PROMOTING your product showing how well it stands up to EXTREME CONDITIONS. It probably is, but the fact is, it failed, in my opinion, as a former big business employee, and an independent distributor for a large company now, I would bite the bullet and make my customer happy. I know of a store who returned TIRES for a customer who INSISTED she bought them at that store, they didn't sell tires, instead of fighting her, they knew in the long run it would be more profitable to retain her as a customer instead of alienate her. They are a big Department Store with excellent customer service. Still doing very well, better than the store I worked at, because they started caring more about the bottom line than the customer. As a retail person, I understand your policy, but don't agree with it, as a customer, I don't care. I am completely dissatisfied, and wont be satisfied until you work with me more to resolve this issue. This apparently is rare occurance so back up your faith in your product and help out with the deductible.  Otherwise you are saying you don't believe in your product. If you are scared that I'll tell everyone and the will come running for money towards their deductible, I will sign a non-disclosure, so will my husband. Just back up your product if it is so  great. That is all I am saying, or quit LEGALLY FALSELY ADVERTISING IT
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are seeing this item was delivered on Tuesday,  07/28/2015 at 2:36 P.M.The tracking number on that was [redacted] with [redacted].We have, however, made note you were disappointed by the turn-around time.Please...

let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:  your website clearly states homes should be safe at drops 4 feet and below.  It was my Pregnant or to say hey. I am place advertisement about The case is misleading
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I should start by saying that [redacted] is a different company from us, so any concerns you have with their products and services need to be directed to them.If you are in possession of a LIfeProof case, we are happy to go over our...

warranty policy in detail. Per the LifeProof limited warranty, we are nearly always able to help with replacing your case, but that warranty does not extend to the device itself.Please feel free to get back to us with any additional details we may find useful. Best,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are happy to assist you with a warranty. As to your other question, we are seeing that this was referred to legal in an earlier incident over the phone. As such, we cannot comment on that issue.We remain eager to assist with a warranty claim.Best,[redacted]