Otter Products LLC

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]

[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]

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

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]

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

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

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 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]

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.

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.

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

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.

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 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: 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,
**

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]

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]

Dear [redacted],We appreciate your getting in touch with us, and we apologize for the distress this must be causing. We do want to let you know, once again, that per our limited warranty, we cannot assist with the device. No one in the company, at any level, would advise a customer otherwise. There is an insert in every LifeProof case packaging that explains our limited warranty. I am linking to the text of our limited warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY.We do encourage you to read that over so there are no misunderstandings of what we can and cannot offer. Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:I went through the case water test and the case malfunctioned allowing water to destroy my device. This phone was not even 1 week old. Why should I have to buy a new phone because your case malfunctioned, or is misrepresenting itself on the package. Your case is supposed to protect my phone not break it or cause me to buy a brand new one. The case costs over 110 + tax.....
Regards,
[redacted]