Otter Products LLC

All of our cases come with a limited one year warranty that covers any damage to the case within a one year time frame. If the case should become damaged or stop functioning we are able to send a replacement. To send a replacement we do need to verify the case(s) and to do this we verify the serial...

number on the inside of the case. If we are unable to do this we ask for detailed pictures of the case(s). In addition to verifying the case(s) we do have a $4.99 shipping and handling fee that is needed in order to send a replacement case. In your claim the manager you spoke with waived our shipping and handling fee and requested pictures of your case(s). The email requesting pictures was sent the same day that you contacted us. As soon as the pictures of your case(s) are received in the correct format we will be able to move forward with your warranty request.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We do have a nominal shipping and handling fee on our warranties, but I have gone ahead and made a one-time exception to get that out to you without the fee. We have also waived asking for the serial number. It does sound like we...

could have done a better job addressing your concerns at the time you called. We normally do not waive that fee, but we can make occasional exceptions. Please let us know if you have any questions.Best,Sarah

[redacted], 
I am sorry to hear about the damage to your device. I understand that is a frustrating situation. Our cases are designed to add increased protection for the device, however we cannot guarantee that a device will go unharmed in every situation. We design and test our cases to meet...

MIL STD 810F-516.5 for shock. In certain situations the amount of protection needed to prevent damage to a device exceeds what our case has been designed and tested to offer. We are only able to warranty the products that we manufacture. Because we do not manufacture the device we are not able to cover it under our warranty. We would be happy to replace the case under warranty, we would just need the serial numbers from the front and back half of the case. I apologize for any inconvenience this may have caused you. Please let me know if you have any additional questions.
[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.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We do apologize you have had a bad experience with our products. Your experience is very unusual, and we can assure you that we extensively test our product to the highest standards. The request you have made is not something we can fulfill. We are happy to get you a replacement on your case. If need be, we can reasonably continue to assist you until the issue is resolved. We also advise that you absolutely assure you are conducting the water test correctly, and re-consult the instructions in the package. Please let us know if you have any questions.Best,Sarah

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].

Complaint: [redacted]
I am rejecting this response because:As you can see from the attached picture- this Lifeproof Nuud case that I purchased 5/19/2015 has a 1 YEAR TOTAL WATER PROTECTION PROGRAM (DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED) STICKER IS ATTACHED TO THE PACKAGE OF THE CASE.Therefore, I expect Lifeproof Nuud to fufill the obligation of the 1 year Total Water Protection Program.  How can I expect this to be handled?Yes, the limited warranty that was documented in the prior email is stated however the case that I purchased for this device specifically states DEVICE REPAIR OR REPLACEMNET PROGRAM.
Regards,
[redacted]

Hello [redacted],
I apologize for the delay and inconvenience with getting your Total Water Protection Plan claim set up, and also that they did not try that workaround for you sooner.  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.  It looks like we were able to get the replacement phone sent out on Wednesday, October 1st and it was delivered on Friday, October 3rd.  Since you were initially quoted 3-5 business days, and the phone ended up being delivered 4 business days after you had initially contacted us, we are still within that promised amount of time.  We should hopefully be caught up with your claim, but if you are having any issues with the new device or with shipping the old device back to us, or if you have any other questions, please let me know.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There is a major design flaw in the case and has yet to be addressed.  A replacement will not fix the problem, a replacement will just be a waste of money. Having to pay the fee every couple months is ridiculous.  4 cases have all broken in the exact spot and I refuse to continue to give this company money for replacements that will break again and again in the course of a couple months. As stated in the previous comment there is hundreds of complaints online about this same issue and this company continues to knowingly sell a defective product.  Phones are expensive and people work hard to pay for them and expect a company to stand behind their products they sell.  The fact that this company will not refund a known defective case and continue to sell them to the customers worldwide only shows they are only after money and then to charge people on top of that to replace the defective case. Greedy, money hungry, cares more about profit than the loyalty to the customers the deserve. Such a shame and very disappointed 
Regards,
[redacted]

Dear [redacted], Thanks for reaching out to us and sorry for any delays.First, it looks like we found your incidents, but they are under another email address and address. Could you perhaps verify that information?Second, per our limited warranty, we are not able to help out with any kind...

of device repairs. This is outlined, here:https://www.otterbox.com/en-us/warranty-full.htmlIt does sound like it has been an upsetting experience, and we are happy to get you a refund on the case itself. Since you did receive two warranty replacements in a week, we need to get at least one of those cases back first. We also 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 (If your phone was water damaged, then we will need documentation of that specific damage)• 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 dateOnce we get these items, and the returned case(s), we will be happy to refund you for your case.Please let us know if you have any questions.Best,Sarah

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.

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]

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]

Dear [redacted],Thanks for getting in touch with us and sorry for any delays you may have experienced.I have gone ahead and created a refund on that shipping. We do explain on the website that it takes 48 hours of processing in addition to the two days for shipping, business days only. We are definitely...

not trying to deceive customers with these time frames. In this case, however, it did fall just slightly outside of that at about 4 1/2 days, so we have created a refund, reference number [redacted]. Please allow 8-10 business days for this to process.  Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because we have gone through 3 cases with normal use.  It must be a bad batch of them.  They arent even holding up to the slightest wear.What else can be done, how about refunding the $ 80 I spent on the 2 cases ?  They are not standing up to even the slightest wear.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Myself, along with hundreds of other customers, have been given faulty merchandise for a very expensive product.  Why would I want more headphone jacks that do not work?  Why would a want a whole new case that does not work?  All I use my cell phone for is to listen to music and now I can't do that because your headphone jacks do not work.  I am stuck with an $80 case that does not allow me to listen to music.  Your design is faulty and you are misleading hundreds of customers.  I deserve my money back because you have false advertising.  You should let purchasers know that they cannot listen to music with your product.  I was told that I would be able to listen to music and therefore I purchased this case.  I was misled.  I would like a full reimbursement.Not to mention, I paid $80 for it and you sell the same item for $40 on [redacted]- sounds like price gouging to me.  
Regards,
**

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me, however, I WOULD LIKE A CASE FOR A DIFFERENT PHONE,  NOT THE GALAXY S5. I read the response email as any case of my choice. If they make an iPhone 6 (the newest iPhone they came out with, I would prefer that case.  After my experience with the S5, I choose not to put my phone is that case.   If this can be met, I feel satisfied to their offer.
Regards,
[redacted]

[redacted], We appreciate you reaching out to us about this issue.  I would like to apologize for the confusion regarding the return process you've experienced.  We have recently launched a new website which, unfortunately, does not currently state specifications for our Return Policy....

 Normally, (as with many other online retailers) we are not responsible for any return shipping cost.  In at attempt to make the return process easier for the customer, we email a link to a pre-paid FedEx shipping label which automatically deducts $5 from the original purchase.  Again, this ONLY covers the cost to get the product returned to us.  There have been requests made by customers in the past to have that $5 fee removed and the pre-paid shipping label waived so they can provide their OWN shipping to return the product.  We are happy to accommodate that type of request as well.  We just want this process to be as simple as possible for our customers.  Because the website does NOT currently state specifications for our return policy and that we are not responsible for return shipping, I am going to make an exception and waive the $5 return fee associated with your return in our system.  You will be receiving a full refund for your original purchase and I do hope this is satisfactory!  Please let us know if you have any other questions or concerns!Sincerest Regards, [redacted] OtterBox

Complaint: [redacted]
I am rejecting this response because: This company advertises that their product will protect your phone and it didn't.  I believe this is more of a false advertising claim than anything else at this point.  I don't believe it is legal to promote a product that is supposed to perform a job when it won't.  This company needs to stand behind it's product or stop advertising the high level of protection it provides.  Due to this, I will have to stand my ground. I will accept $120 to replace the screen and a $42.99 refund for a product that does not perform AS ADVERTISED.
Regards,
[redacted]

According to our systems, the order for your holster replacement had been placed on 9/9/17, which was a Saturday and not a day where the distribution center is operational. This order was processed and sent out on Tuesday, 9/12 which was within the advertised 48 business hours for processing. We...

made a one time exception to ship FedEx Ground Home Delivery, which is typically quoted at 2-5 business days but due to unforeseen weather circumstances, has been delayed to the full 5 business days. Please call us at 1-855-[redacted] with any questions or concerns.