Otter Products LLC

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

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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] how am I suppose to take pictures of a scratched screen. And I will return the case once I have the money I paid for my screen to be fix. [redacted] is the email and address was [redacted] we did move

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

[redacted]
[redacted]
[redacted]
[redacted] I remain unsatisfied with the business’s response.[redacted]

[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]

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.

Hello [redacted],
After reviewing your information and the situation, it looks like you had submitted a service request under your Total Water Protection Program registration code, but never sent the phone back to us.  Under our Total Water Protection Program, if a phone is damaged by water, you...

must submit a service request, pay the $50 service fee, then send the phone in to us for verification and to see if we can approve the repair or replacement of the phone.  This is all stated in the information for the program on our website, and was also stated in the email we had originally sent to you when your repair request was submitted on September 10th.  I am also showing that you had contacted us about this on September 30th, and we had clarified what we needed in the package from you.  At this point in time, we are just waiting to receive the device from you before we can proceed with the process for the Total Water Protection Program.  The sooner you can get the phone, case, and required information in to us, the sooner we can proceed with the process.  If you have any other questions, please let me know.
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.

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]

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

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted] Sarah I have sent all photos to an Email you sent me previuosly , this has just a few it would only let me send 4

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

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.

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

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]

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.

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]