Otter Products LLC

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

[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]

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

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]

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

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.

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

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

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

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:they sent me adapters for a [redacted]... They do not even fit in an [redacted] life proof case
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]ok what do you have to offer? We both have the Phone

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may have experienced. Per our limited warranty, we cannot assist with devices. To clarify one concern: our sister company, LifeProof, has the exact same policy. You may be thinking of LifeProof's Total Water...

Protection Plan, which is a plan that LifeProof customers may register for, when purchasing the case from Verizon, that covers specific water damage to the device. Other than that, neither brands cover damage to the device. We cannot warranty something we have not manufactured and the case does not act as an insurance policy on the device. We do not state anything to the contrary on any of our packages or marketing materials. You may read more about our limited warranty here:https://www.otterbox.com/en-us/warranty-full.htmlWe are still happy to get you a refund on your case, as it looks like we have already offered. We just need those requested photos.Please let us know if you have any questions.Best,Sarah

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]

[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 when they recommended and sold me the case they specifically stated this was a waterproof and protective case against all weather and dirt conditions.  They never talked about testing or the possibility of not working.  I bought this phone and case on August 2nd this year.  So don't worry about being a year old, it was only 25 days old when this happened.  I am not asking for the full cost of the phone, which is $700.00.  I am asking for the $199.00 that we just had to pay for the deductible of the insurance company to replace it.  And yes, I do have the receipt. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am not disputing for the cost of your case. I am disputing that you are not standing behind your Total Water Protection Warranty. When I called your company (from where I bought your case), I was told that you had "recently " changed the policy on that and no where on your website does it indicate that change. I got the device replaced with a $200 deductible and paid $85 for the case. Please refund me $285. Thanks
Regards,
[redacted]