Otter Products LLC

We do see that the warranty claim was provided for you and understand that the cable you have now is no longer working. We would be more tha able to provide you a replacement for you cable with another warranty claim. We do have options when processing our warranty claims that can be discussed with any of our customer service agents over the phone at 855-[redacted].

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]

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If the case should become damaged or stop functioning we are able to offer a replacement case. Before leaving our factory each of our cases are tested to ensure that they are water...

proof, upon receiving the case and at regular intervals throughout the life of the case we ask that a customer complete a water test to ensure that it remains waterproof. While our cases are an extra layer of protection they are not a guarantee that a device will never become damaged. We  are able to offer you a replacement of your choice for the same device or a different device. We are also able to waive our standard shipping and handling fee.

While it's regrettable that your phone case was discontinued, our Customer Service representatives offered a solution by sending you a case that would work for your phone. The Fre series case offered to you is comparable to your previous case; with the same promise of being waterproof/dirt...

proof/drop proof/snow proof, the only difference is that this case comes with a built in screen protector and is valued at $10 less than your Nuud series case. We can make a one time exception to waive our shipping and handling fee as this is not a desirable situation, but are unable to issue a refund on this case. Refunds can only be processed if the case was purchased from us within the past 30 days, and an RMA has been issued to return the product to us.

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

Complaint: [redacted]
I am rejecting this response because: that's not the right thing to do when a customer doesnt receive their package in hand succefully. Glad to see how you take care of your customers. I won't be using your cases anymore.
Regards,
[redacted]

Dear [redacted],
Thank you so much for reaching out to us and our deepest apologies for the way we handled this issue. 
We absolutely should have warrantied this case. We should not have denied the claim at all and we especially should not have denied the claim in the manner that we did. On top...

of all that, we misspelled your name, which is also not acceptable. 
I have gone ahead and placed an expedited order for you for the blue and black Fre case for the [redacted]. It should be getting to you sometime next week via [redacted].
Please do let us know if you have any questions or concerns. We truly value you as a customer and also value your feedback.
[redacted] Regards,
[redacted]
LifeProof

Complaint: [redacted]I haven't decided my response because I am confused. Will all three things but done for me or I have to pick one of the options. If so ----(We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.) Those this mean that my [redacted] will be replace? Will the $200 debuctible be paid by LifeProof? If I do what option 2 request?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]thank you for your offer, but I have to reject. For the sheer fact that I have two cases with the company: the [redacted] nuud case, along with a [redacted] case. Both with problems/broken parts so adding a [redacted] case would be another warranty battle. Other then the battery cases I'm Not interested in other cases. As for asessories it would be nice to have  the mounting system but it's a pointless prospect  as if my case needs to be replaced I'd have to buy a new mount kit for each new phone case plus the 5$ shipping charge  I'm not wanting to dump more money into a company who cannot provide original warranty support and does not hold up to what they claim the case can do.  [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]

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:This product is not waterproof. The complaint is for the false advertising of the product.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.It does sound like you are having some distinct sounds issues with your cases. We unfortunately are unable to refund any product that was not purchased directly from us. That said, I am happy to send you some troubleshooting tips...

for sound issues.The microphone vent on your LifeProof case includes a special membrane to allow sound to pass through while keeping your case water proof. This normally allows for crystal clear call quality. In some instances, air trapped inside of the case can cause the membrane to puff outward and rest against the grills. Once this occurs, the membrane will not vibrate correctly, and may cause audio issues.Solution 1                                       �...⇄ Hold the LifeProof case in your hand with the screen facing upwards.  The microphone port is the hole on the bottom of the case, on the lower left of the charger port door.Blow forcefully into the microphone for 3 to 4 seconds. The amount of effort required for this is similar to blowing out a candle.You may also need to perform this fix after large air pressure changes. It is also recommended to thoroughly shake water out of the microphone vent area after being submerged, as trapped water may also impact sound quality.Solution 2         Uninstall and reinstalling the case. The membrane covering the microphone may move when you insert the device. Try pointing the phone toward the bottom of the case, allowing the microphone to line up with the microphone membrane, and then push the top of the device into the case.  This will create a clear path for sound. If this does not resolve your issue, we are happy to send you any two non-battery cases you like (this includes tablet cases). Please let us know if you have any questions.Best,Sarah

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

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]

Dear [redacted], Thanks for getting back to us and sorry for any delays.We are unable to pull that call over two months later. I did consult with our Quality Assurance team but this recording is no longer available. Please bear in mind that agents are very unlikely to explain our warranty as being a lifetime warranty, and we would be just as unlikely to offer an upgrade, especially outside of a year. This is pretty much warranty 101 and even the most green agent would be aware of these points. There are also no notes indicating such an unusual exception was made. We do stand by the 25% discount, regardless.Please let us know if you have any questions.Best,Sarah

[redacted], 
I am sorry to hear about the damage to your [redacted], I understand this can be a frustrating situation. LifeProof is only able to warranty the products that we manufacture, because we do not manufacture the [redacted] we are not able to cover it under our warranty. We advertise our products as...

waterproof because all of our products are designed and tested to meet IP68 standards for water and dust intrusion. We water test every case at the factory to confirm it is waterproof, the included instructions advise the customer to water test the case once again prior to installing any electronic device to confirm the product is still waterproof. We would be happy to replace the case under warranty we would just need the serial numbers from your case. I apologize for any inconvenience this situation may have caused. If you have any additional questions please let me know. 
[redacted]

Complaint: [redacted]
Thank you Revdex.com for assisting me with this problem, I appreciate your help.  While my frustrations are with the Ottorbox/Lifeproof company, I have worded my response directly to them below.I am rejecting this response because:A:  Lifeproof makes a promise to its customers to send high quality, functioning products.  Within the 18 months of my first order I have had 4 (maybe 5, I've seriously lost count) break because they are faulty products.  They are such faulty products that I was told by your customer service representative that they have been discontinued.  I was made a promise my a company, and paid a good amount of money to a company, for a product that was not reliable, trusty, and faulty.  You sold me a bad product, I don't care how many months ago.  I am currently without the product that I ordered from you and am unable to receive a replacement under the warranty protection I was supposed to have and that you promise your customers (and have had to use 4-5 times because I was sold a faulty product by you).  B: When filling a warranty claim, which I have had to multiple times due to you selling me a faulty product, I am supposed to receive a replacement of what I ordered.  This last time, due to you pulling the fre power for iPhone ** because it is a faulty product, I was not sent a replacement of the item I originally ordered.  I ordered a $129 phone case and was sent an $89 phone case.  How is this acceptable?  I AM NOT RECEIVING THE PRODUCT THAT I ORDERED.  If I were in a restaurant and ordered a filet mignon and there was a problem with it and had to send it back, the chef cannot send me a cheeseburger and just say "sorry".  If you cannot refund me because you repeatedly sent me a faulty product, you have to at least make up the difference in the product you sent me!  I paid $116 for a life proof fre power for iPhone **, and although supposed to be covered by warranty, I did not receive that replacement although I filed my claim, and paid $5.99(again) for a replacement to be sent for me.   You can't just say "oh we don't sell the $129 product anymore here's an $89 product to replace it because you filed a warranty claim [becasue we repeatedly sold you a faulty product and knew it was a faulty product, so much that we had to (finally) stop selling it]".If I am not able to be refunded due to your company repeatedly selling me a faulty product, you have to at least cover the difference of what I paid for and what I am now receiving UNDER WARRANTY.  I ordered a filet, you sent me a cheesburger.  This is not fair at all.  You repeatedly made a problem and you are not taking responsibility nor fixing the problem and it is very upsetting.Regards,
[redacted]

I am sorry for your frustration. Our cases are put through rigorous testing to ensure that they uphold to a certain standard. Regular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we would be more than happy to send you out a replacement. Please give our customer service line a call so we can assist you further at [redacted].

Dear [redacted],Thanks for getting in touch with us. We apologize for any distress this may have caused. We normally are not able to process a refund on a case outside of 30 days. Due to the extreme dissatisfaction you have experienced, I will allow we can get that processed for...

you. However, we do need a couple of things from you.Upon acceptance of this offer, I'll send and email with more detail from the original incident.What we will need is:1) Standard Warranty Case Photo along with 2) Damaged Device PhotoWe can see the original order, [redacted], in our system. Please let us know if you have any questions.Best,Sarah