Otter Products LLC

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]

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.

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:
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.

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.

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

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]

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

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.

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]

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]

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]

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

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.

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.

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

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Both the website and informational literature explicitly state that the LifeProof warranty does not include coverage of the device. This is actually in bold print in the pamphlet. Our website states the same. We do not in any place in our packaging or marketing materials state that we assure you will never have damage to your device. There is no case out there that can offer this assurance.You are technically outside of our one-year warranty, as the original purchase was made 2-3 years ago. It sounds like the device may be older as well. There is an increased chance of natural wear and tear to a device that is on the older side, regardless of the case that it is in. We have no way of tracing every event in the life of the case and the phone, and there is no way to pinpoint the exact way the damage may have happened. We are very happy to warranty your case and get you any case you like (save our battery cases). Since you may be due for an upgrade on your device soon, depending on your carrier, and we are hoping you may find this offer useful.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.  Please send the fee gray and white case for my 5s
Regards,
[redacted]