Otter Products LLC

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

Dear [redacted],I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation: 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

While we can only issue refunds if the case had originally been purchased from our website, we are able to replace the case under warranty and discuss techniques that could remedy the audio quality situation. According to our notes, our representatives have given different techniques to help...

alleviate this issue. We would definitely be able to warranty the product, but because it was originally purchased in February, we are unable to issue a refund for the product.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We normally cannot do RMAs this far outside of the purchase, but we are happy to make a one-time exception to get you a refund if you can send as many previous cases, from purchase or warranty on this issue, that you can. Please know...

if this might work for you. Also please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We are sorry this has been a distressing experience.We are not finding you in our system. Have you contacted us before? We are happy to go over the details of what we can do for you.Per our limited warranty, we cannot assist with the device. The case does...

not act as an insurance policy, and we cannot warranty something we have not manufactured. That said, we can assist with a warranty on the case itself. Please let us know if this is something you would like to do, and we can get that rolling.Please let us know if you have any questions. Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:Dear Sir or Maddam,I appreciate you trying to call me on those 3 occasions on the dates you mentioned, but you need to check the number you have been calling.  You have been calling my cell phone that was completely incapable of receiving calls.  That being said, who can answer a phone that isn't working due to water damage from your defective product?  Lets back up a minute, I purchased my brand new [redacted] and brand new LifeProof case on 6/30/2014.  I registered my LifeProof case on 7/14/2014.  Per your written registration card, the 1 year warranty starts on the REGISTRATION day, not the purchase day.  This would mean my warranty was effective till 7/14/2015.  Since you and I know I called on 7/9/2015, I was within my warranty.  As far as my registration number having all my ex husbands information is a mystery to me.  I have called over 6 times starting 7/9/2015 until last week trying to get all of this cleared up.  Having to explain everything over and over is a frustrating event.  I have given my updated address and told the customer service rep to have a manager call me on my work cell phone 3 times.  And don't you know I didn't get one call from a manager.  I'm a home health nurse and have my work cell phone in case one of my patients have an emergency.  I would also like to add how much time it's taken me to call and explain every time I call.  My time is more valuable taking care of my patients than hassling with trying to get at least par customer service.  That being said I call [redacted] and made a claim on 7/28/2015.  I received my new [redacted] the very next day.  This cost me $169.00 plus not to mention the 24 days I had no phone and was still paying for cell phone service.  My monthly bill estimates $84.00.  I just want to thank you for great customer service and knowing that you stand behind your product, NOT! I hope you don't have the inconvenience of not having your cell phone for 24 days.  The least the company YOU represent should cover my incurred costs of $169.00, $84.00.

Complaint: [redacted]
I am rejecting this response because:
1. You say that you apologize that the customer service didn't "try that workaround sooner".  In fact, they flat out REFUSED to consider that there even was a workaround.  They told me many times that there was ABSOLUTELY NOTHING they could do for me and that there WERE NO workarounds.  Then, when I come up with a viable workaround (essentially doing their job for them) the supervisor I was on the phone with told me that the workaround would work because THEY HAD DONE IT BEFORE!  So every time  they told me there were no workarounds and that there was nothing else they could do for me it was a LIE.
2. You say that "After speaking with the team in charge of TWPP claims, they were able to confirm that we were having issues processing your credit card, and that we had to wait for our IT team to fix the issue before we could continue."  In fact, depending on which person I was talking to it was sometimes a problem processing the credit card because of a CT billing address OR it was a problem with the CT shipping address.  Which one was it?  And if it was a problem with the credit card as you now claim, why did it all of a sudden work the next day despite the fact that I was informed that IT had not been able to resolve the issue?
3. Your company's complete lack of customer service and ethics caused me to waste several hours over three days trying to get a simple claim processed and in the end I was the one who had to come up with the solution and explain to your employee how to implement it. 
I feel that crediting back the $50 claim fee is the very least you could do to make up for all the lies that were told to me and the unwillingness of the customer service reps to do their job.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I would like to have the Coral case for the [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they offered to do nothing besides replace the case. I do not need a replacement case because the phone is broken because two cases failed to work as a added layer of protection. They can make a exception outside of the warranty because of how both cases broke in the same spot within 6 months of original purchase, but I feel they don't want to because that would be them admiting they may have no designed the case as well as they do for other phones.
Regards,
[redacted]

All of our cases come with  a limited one year warranty that covers the case if it should become damaged or stop functioning. During this one year time frame we are able to offer as many  replacements as needed for a defective case however our warranty is for replacement not refund. In...

order to offer the fastest and most efficient processing and shipping we do ask that our customers pay a shipping and handling fee. Due to the frustration we would be able to waive the fee one time and send out a replacement case. We are constantly striving to improve our product and will send all of your observations and concerns to the appropriate department.

Complaint: [redacted]
I am rejecting this response because:
I will accept the new case since that at the very least is what is owed to me. Though, I no longer trust the LifeProof product and will likely use it as a paperweight and warn any potential LifeProof customer's against the purchase of any of their products. I think LifeProof is a scam. Any product that is sold to protect a phone should be held responsible when it is the direct cause for that phone's damage. Though my complaint is only one small example I will be contacting the Attorney General and any other legal entity I feel this issue needs to be brought forth to because I think there's a bigger picture to be looked at. You can't sell a product because it meets standards and not care to replace the device damaged because of your faulty product .. then the standards need to be raised. Absolutely sickening.
Regards,
[redacted]

All of our cases come with a limited one year warranty that covers a replacement case. We do try to replace a case with the exact same model that you currently own however if a case becomes discontinued we will replace it with a case as similar as possible. We did try to keep the Fre Power case...

around as long as possible unfortunately this case was discontinued and we no longer have any inventory available. We are willing to replace the case with a Fre or Nuud case plus an additional case or accessory due to the frustration. We are also able to waive our standard shipping and handling fee.

[redacted],
I am truly sorry to hear about your damaged device.  Generally, those charging port doors do hold up quite well but I apologize yours broke off. Unfortunately, our Limited Warranty does not extend to the device itself so we are unable to cover any damage to your iPhone 5C. These...

cases do serve as great additional protection to the device but we cannot guarantee under all circumstances that a device cannot be damaged. Our Limited Product Warranty details can be found at the following link:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED%20PRODUCT%20WARRANT...⇄ /> We can absolutely send you a brand new, full case replacement for your damaged case.  All we would need to replace your case are the Serial Numbers found on the inner portion of the front and back case pieces.  
Best Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. We are sorry your experience has been upsetting. I am seeing that we did just today order you a third replacement. We know that the case has not been to your satisfaction. We definitely appreciate your letting us know of the defects you have seen on...

the product you have had, and will pass notes on this on to our design team. As for the issue with the lightning port, we are not able to design our cases to accommodate third party accessories, but we will definitely, as a courtesy, pass your concerns on to our design team. It does look like you still qualify for a refund on the case, for order [redacted]. We could possibly set that RMA up for you if you like. We would, as a rule, need to get the three cases already sent to you, along with the original case, back to process the RMA. That includes getting us the one that is now going out to you today. Please let us know what might work for you.Best Regards,[redacted]

Looking at what we have on file, an RMA has been processed already and we are working on refunding the original purchase price as soon as we receive the case back. Due to it being a defective product, I will be waiving the return shipping fee of $5.00 ensuring you will receive a full refund.

I'm looking into our credit card processing system, and seeing your original charge has been returned to your bank as of 2/15/17. If you contact your bank with the Merchant Reference Number of [redacted], they should be able to show you where the funds have been returned to your account. The...

credit of $79.03 was transmitted on February 15th, 2017 07:13:02 pm EST.Please contact our customer support at 1-[redacted] if you have any further questions or concerns.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

With all cases purchased from one of our distribution channels, we have set up to have a window of 14 days from purchase to return to place of purchase for any exchange or return. Outside of that time-frame, we are more than able to process a warranty claim for your damage case. We...

never charge anything for the cases under our warranties, but we do collect a shipping and handling fee to help mitigate the cost of shipping it. We do not request for the full amount of shipping, but ask for a portion of it to be covered. If you would like to contact our Otter Products customer service for assistance with processing your warranty, you may reach us at 855-[redacted].

Due to our policy, we cannot be refunding online purchases that are listed as "Delivered" on the [redacted] tracking site, and are only able to re-send the order using the same shipping method as originally purchased.

Hi [redacted], 
Thank you for contacting us regarding this matter. I am sorry to hear about the damage to your device, I understand that this can be a frustrating situation. Our cases are designed to add increased protection for your device, however we are not able to guarantee that your device...

will be unharmed in every situation. We have tested our products to meet Military Standard 810F-516.5 for drop protection and IP68 for dust and water intrusion which is why we advertise the product in the manner that we do. It is still possible for the device to be put into a particular situation where the protection needed to prevent the device from being damaged exceeds what our case has been engineered to offer. We would be willing to offer a refund for the purchase price of the case, we will just need a copy of your receipt and a photo of the damaged device. I apologize for any inconvenience this may have caused you. If you have any additional questions or need assistance with the refund process please let me know. 
[redacted]