Otter Products LLC

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: 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]

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

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]

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],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]

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.

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]

Complaint: [redacted]
I suppose we agree to disagree. I would have thought Otter / Lifeproof would be more responsive. 
[redacted]

Complaint: [redacted]
I am rejecting this response because:i call many times to customer support and they tell me that they tranfer my warranty to a different department they replace it once but I have the same problem again  please resolve the issue !!! And one more thing  why lifeproof block me on [redacted] so I cant share with others the situation !!
Regards,
Pablo Navarro

Dear [redacted],We do apologize for any distress this may have caused you. I have enclosed a link to our OtterBox Limited Warranty page: https://www.otterbox.com/en-us/warranty-full.htmlWe do not warranty devices as explained. Again, we are happy to offer you a 3rd Party Refund for the purchase price of your case.Please let us know if you'd like to proceed with the 3rd Party Refund. If so, we will 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 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 datePlease reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files. Thank you!Stephanie

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.

Complaint: [redacted]
I am rejecting this response because:
This is your previous quote:
"While our cases are designed to give added protection, we are unable to guarantee, and have never said that we guarantee that a device will not be damaged while inside of our case.  It also does not state anywhere on our packaging that we will warranty the device up to one year as that is something we are unable to do, I am very sorry that you were given that misinformation"
Explain the attached picture of the sticker on your case...Total Water Protection Program, 1 YEAR, DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED!  EXPLAIN THAT! Is that NOT MISLEADING A CUSTOMER??????????  Please have my phone replaced or fixed
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  Please send the fee gray and white case for my 5s
Regards,
[redacted]

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].

Our goal is to make the best case to protect our customers device in any situation. While we do our best to make a case that provides the most protection we are unable to test for and protect against every circumstance.  Each of our cases is water tested before it leaves our warehouse and must pass the test in order to leave the warehouse. The water test that we perform is the same one that we ask our customers to perform to ensure that the case remains functioning correctly. There are detailed instructions in the pamphlet provided with your case however the water test does include submersion for thirty minutes. In the pamphlet provided we outline several instances in which we recommended retesting your case. A few examples would be after any significant drop, contact with salt water or before planned water use. I am sorry for the frustration however we are unable to help with the deductible for your device. I am able to help you receive a replacement case at any time.

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.

Dear [redacted],Thanks for getting back to us and sorry for any delays. We do hear it has been an upsetting experience for you. We are also sorry you perceive that we are falsely advertising our product. We respectfully assert that we are in no way backpedaling on any promise made in any of our packaging, print material or advertisements. Unfortunately, unless you can provide a receipt from [redacted], we cannot process that third party refund on your case. It sounds like there was some dispute if our finance department did require that item, but I can assure you they absolutely do. There could be trouble with the IRS, should we be audited, if we do not have an itemized purchase receipt generated by [redacted]. The third party refund is quite conditional upon provide the three requested items as specified. We did clarify that the refund was dependent on those items, and we did not make an unconditional promise to refund you. Not everyone qualifies for this offer, and the offer already stands way outside of our standard warranty. As it looks like we are unable to process the refund, we are happy to get you any case you like (aside from our battery case) and I am even willing to get you any two non-battery LifeProof products you like. I know this may not sound ideal, especially as you have been disappointed by our products and by this experience, but we do want to help you out as much as we can within the constraints of what we are able to do. Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for getting in touch with us. We are sorry this has been a distressing experience.Per our limited warranty, we are not able to assist with your device. That said, I am seeing you also asked if we could get you into a [redacted] case. That we can absolutely accommodate. All we would...

need is a standard warranty photo along with a photo of your damaged device. I will go ahead and send that request from your original incident.Please let us know if you have any questions.Best,[redacted]