Otter Products LLC

Date Sent: 5/7/2015 7:46:44 PMDear [redacted],Thanks for reaching out to us again. We are sorry this has been distressing for you.We did finally find your order but it was very difficult. The order is under a "[redacted]". Previous incidents noted that you purchased the case in January as well, but it was actually October, at which point our bank would no longer show it. So you know, providing us with this information, or with the original order number that we emailed to you when the order was placed, may have helped us find it in a more expedient manner. We were not in any way accusing you of being a liar. This is why we asked if the order was under a different name or if there was any other information you could provide. The warranty, reference [redacted], has shipped. At this time we cannot do a refund on your original OtterBox order. If you choose to ship that case back, we can do a refund, but only upon us receiving the case we just sent back from you. The refund would be in the form of a check, as this information is no longer in our banking records. The original order number is [redacted], so you have that as a reference. Thanks,[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

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]

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:  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.Per our limited warranty, we are unable to assist with devices. This is stated in an insert that comes with each LifeProof case. You may also find this information on our...

website:https://www.lifeproof.com/en-us/warranty-full.htmlThere is no case out there that 100% assures you will never have damage to your device. With any case, there may be an unusual string of events that lead to a case not providing optimal protection.So you know, we are not able to transfer customers higher than our company managers here. We are being absolutely truthful when we state this. We do need an itemized receipt showing the purchase of the case within a year for third party refunds. That said, we are absolutely happy to get you into any case you like, save our battery cases, as long as you can show us a picture of the case and the damaged device.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:your product did not function as advertised.  It was supposed to protect my phone and it did absolutely nothing. I insist that you provide me with a full refund for the cost of the case.  I had to replace my entire phone because of your defective product at a cost of over $300.  Refunding me the $50 of the case is the absolute least that the company can do.  I don't care what your internal policy is.  I purchased the case, it didn't work - you sold me a defective product and you owe me the amount that I had to spend to purchase it.  I will send you the defective case back if you provide me with return postage.  I expect and must insist on a full refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] Here is the very first incident number. [redacted],  This case was purchased for my daughter [redacted].  You may find it under her name.  I have at least 5 emails telling me this check is on its way.  Here is the last one I received from [redacted].   Dear [redacted],Notes from [redacted]:I apologize for the delay, but the process can take 4-6 weeks, I requested the refund on 10/22/14. It should be coming through in the next 2-3 weeks. If you do not see the check by the end of the first week in December, plesae let us know and I will investigate what could have happened. Thank you and have a great day!Sincerest Regards,[redacted]LifeProof Customer Service[redacted]The waiting at this point is out of control.  You as a business should be ashamed of yourselves.  This has been ongoing since July.  I just want my money back. Luckily,  I'm not going after you for the $500 IPhone you ruined.

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.Per our limited warranty, we are unable to assist with devices. This information is readily available on our website and in an insert that comes with each and every LifeProof package.Here is a link to our limited...

warranty:https://www.lifeproof.com/en-us/warranty-full.htmlWe do extensively test our cases, but there is no case that can assure you will never have damage to your device, and we have no control over what happens to cases once they are out there in the world. We cannot retrace every moment of what may have happened, and the case is not an insurance policy on the device. We do see we have sent you a replacement case. Please let us know if you have any difficulty receiving that, or if you have any further questions. Best,Sarah

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: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]

Complaint: [redacted]
I am rejecting this response because:this still doesn't resolve my issue of not having casesto put my phones in while waiting on the replacements. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.,How will I go through choosing my replacement item.
Regards,
[redacted]

For any order placed on our website we include processing times to allow our distribution center to fulfill the order. When selecting any shipping method we clearly include below it the explanation of the processing times added to the shipping timeframe. The shipping time frame of your...

order falls within the stated timeframe and we will not be able to provide a refund for meeting the shipping timeframe.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I'm not sure who is running this business but this fiasco has been nothing but a joke and a headache.  I have called, I have emailed,  I've been put on hold for hours,  in fact,  I just called two weeks ago for the 10th time.  I was transferred twice. The girl said everything was taken care of and that she'd be emailing me any additional information within 24 hours.  I never received an email.  I have filed the proper claims. Did you not read the email sent to me from your own employee telling me the refund was issued on 10/22 and that it would be here in 4-6 weeks?  He said to contact him back if I didn't get it by the end of the first week of December.  I emailed him 3 times since then.  He never responded.  I emailed another person, she made me call,  I called and got the nonsense I posted about earlier in the comment.  I want my money back,  that is all.  You sold me a product that did not work and ruined a $500 phone.  I'm not even asking for a phone replacement which I could according to your money back guarantee. I just want my money for the case and to be done with you people.  This has been months,  MONTHS of back and forth.  Check your records, check my emails (I'd be happy to forward)  and follow through with your promise.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I did contact our TWPP department and they do also want to apologize for any communication error. They have been trying to reach you by phone regarding [redacted]' claim that was initiated 7/9/2015. They tried calling 7/22/2015,...

7/24/2015 and 7/26/2015 to get the process rolling. Although the coverage ended 6/30/2015, they are offering to extend that out until 8/3/2015 to get you taken care of. There was a case that you received through our regular warranty system, and that may be part of the confusion, as TWPP is a different department. There is no requirement to get that case back to us, however. The TWPP department will be sending you an email and be continuing to contact you by phone. They will be sending the email to this one provided here. Hope this clarifies things. Please let us know if you have any questions.Best,Sarah

I have ordered the requested replacements with express shipping. The pink case is currently back ordered. Is there another color your daughter would be interested in? If not we can certainly wait for the product to become available.

All Lifeproof products come with a 1 year limited warranty to allow for the cases to be replaced should any damage occur to the case. The Lifeproof Fre Power series case was discontinued and is no longer being manufactured and because of that we are not able to replace your case with the same...

case. When a product has been discontinued, we still honor the warranty and replace it with a case that is available. It does look like we processed and honored the warranty on 11/30/2017 to send out an *Phone [redacted] Fre series case and included a [redacted] Lightning Connector Lanyard, which is of equal value to the $120 you had spent on your original order. Lifeproof will accept returns within 30 days of the original purchase only if the product was purchased directly from Lifeproof.com.

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]