Otter Products LLC

Hello [redacted],
I am very sorry to hear about what has happened to your phone.  Under our warranty, as you already know, we are always more than happy to replace a damaged or defective case.  Our warranty covers defects in material or workmanship for a period of one year from the...

original date of purchase of the product.  Unfortunately, our warranty also states that we do not warrant, and are not responsible for, any smart phone or other device made by anyone other than LifeProof.  Due to the fact that there are too many factors that are out of our control when one of our cases is on a phone, and also since we do not manufacture the device itself, we are unable to guarantee it cannot be damaged, and therefore cannot cover it under warranty.  Seeing as we have already sent a replacement case, we have done all we can typically do under warranty, so we do not have any other options available at this point in time.  I apologize for the inconvenience with the situation, but please let me know if you have any other questions.
Best Regards,
[redacted]

All of our cases come with a limited one year warranty that covers damage to the case. Generally we are able to ship these through our standard warranty department however occasionally these are directed to our warranty compliance team. This team communicates via email and is able to answer any and...

all questions that you may have. To reach them directly please email [redacted]. When a claim is sent to this department we do ask that the cases in need of replacement be returned before new cases are sent out. While you are responsible for the shipping and handling to us we do not charge a shipping and handling fee to replace the products. As soon as the products are received we will be able to send out replacements for you.

Complaint: [redacted]
I am rejecting this response because:None of the colors are ones I would buy or want on my phone. I am even willing to pay the difference for a case that isn't solid colors. Not sure how much more Clear I can be. I chose my current case because I enjoyed the color. The consumer shouldn't be forced to have a color they do not want because the company stopped producing that product in less then a year.
Regards,
[redacted]

Hello [redacted],
I am sorry that your case has been deemed as a non-authentic Lifeproof case. Each case has a unique serial number, and this is just one way to see case authenticity. The reason we declined your warranty replacement was because the serial number you gave us in both photos has been used...

quite frequently. Typically we won't replace cases with serial numbers exceeding a certain amount of hits through our systems. However, given the circumstances I am willing to make a one-time exception. If you can please send that case back to us we will be able to get that replaced for you. If you send it to the following address, we'll make this exception and get the new one out to you.
Attn Lifeproof CS; [redacted]
209 S. Meldurm St
Fort Collins, CO 80521
We do suggest choosing a method of shipping with a tracking number. Sometimes a package can get lost in the mail, and with proof of shipment we can still assist if your package is lost in transit. Once we have that old case in our possession we will expedite shipping back out to you.
Sincerest regards,
[redacted]

Dear [redacted],It does sound like we are not going to come to an agreement on this issue. You are entitled to your opinion but it does not change what we are and are not able to do. We especially encourage customers to reach out to us immediately if an incorrect item was sent. It makes no difference in our limited warranty, but we definitely want customers to allow us to correct the situation when an incorrect warranty item is sent. We cannot cover the deductible on your repair, but we still can see if you qualify for the third party refund on the case. You can submit the information here or you can submit it to your previous incident. I can also send the request for photos from that incident if you like. This is what we need: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 let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: I purchased this case with your ADVERTISED ASSURANCE that my device would be protected by your device! I have had the case since 3/1/17 and I followed your directions to test and retest your device. You use words like "CERTAIN AND NO DOUBT" in your ads for this "waterproof phone case", this is false!  WITHOUT a doubt you are misleading consumers!!! The fact is you don't actually know if the case will protect the phone from what you call the                  "Four Proofs Water, Dirt, Snow, Drop"!  The fact that you instruct consumers to test & retest your product confirms that there is DOUBT and you are not CERTAIN that your product works as claimed!!! I am not the first consumer that has complained about this!! You are and have been aware but continue to mislead trusting consumers!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:What have you changed on the case to make it more reliable? What was your fix for the broken latch?  Even your own website is filled with negative reviews all about the defective latch.  I pre ordered my phone before they were released so when I got this case there was no reviews for it yet.  I only have some [redacted] so there is no point in another product that you sell.  There is no point in a replacement case because it will break over and over again and we will be in the sane situation we are in now.  Ok so you wave the fee 1 time, what about the next 10 times this year out brakes?  You continue to sell a defective product then force people to pay for a replacement.  That is just wrong. I need a case that is as advertised.  "Fully sealed with a built-in screen cover, your DropProof [redacted] case gives you the freedom to push extremes" but only for a couple months until it breaks again. "Sealed from dirt +dust" for a couple months until it breaks and we force you to pay for a replacement. "Closed to snow+ice" until it breaks due to major design flaw and cheap material.  Why would a company continue to sell a known defective product and get away with it? This is the worst business practice ever.  You need to refund my money or continue to replace for free because like stated multiple times before, I am already 100 dollars into this case and it keeps breaking in the same spot with minimal use. Take the time to read the reviews on your own site. 
Regards,
[redacted]

Complaint: 10616339
I am rejecting this response because:  there is a disconnect on the Model Type phone that is being referenced.  I do not have a [redacted] "X" phone, I have a [redacted] "*" 2nd Generation [redacted] Phone.I am attaching a scan of the purchase order for my cell phone.  Please note it is "*" not "*".  One of the Salesperson I talked to who sells Otter Box Cases, said the case I need is similar to the [redacted] (*) phone.  My [redacted] "*" Phone has a slight curve to it and the case you sent me will not snap together because of the slight curve.  If the case I need is no longer in production, than the only other recourse is a refund.
Regards,
[redacted]

Dear [redacted],Sorry for any confusion on the matter. We are definitely not trying to deny the warranty: we just need more exact information. Please note that to verify ownership of the case and to get a clear overview of the damage to the case, we cannot work with digitally altered photos. The notes...

provided need to be in the photo of the case rather than in a separate photo, such as being composited into the shot. Once again, those notes would be: printed name, signed name, date and vendor code (the tiny four digit number on the inside of the silicone rubber part of the case) on that sheet of paper. Once we get that photo, we will be happy to complete your warranty claim. I will resend a link from your incident so you can get us those photos.Best,[redacted]

Dear [redacted],Thanks for getting in touch with us. We do apologize that our new warranty process took you by surprise.We have determined that with this nominal care and handling fee, we can get your warranty to you swiftly and easily with minimal turn-arounds. Please feel free to give us a call at...

[redacted] and reference incident 11569733. I have set up a new incident for you in order to make a one-time exception for you to waive that fee. Please know, however, that this is a one-time exception. From here on out, we will require that fee for any warranty claim. Please be prepared to verify all of your contact information when you call, and have your case in front of  you. We still may also need photos of your case as well.Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Whats makes your product better then a $5 flea market case, it's otterbox's claim that it "protects agains drops". If you do not cover the products inside your case, then you need to make damn sure you let the sales associates at [redacted] know this, and that they need to inform customers that you do not stand behind your claims. Because what is in your warranty is not what [redacted] tells customers. 
If you produce as faulty case, as [redacted] said it was,  then you are liable for the product that was damaged because you produced an inferior product.  
Regards,
[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]

Complaint: [redacted]
I am rejecting this response because:
Although thanks to Revdex.com the company has respond to me but meanwhile I could no longer wait for all back and fort.  I filed a claim with [redacted] insurance and they send me a new cell phone.  For the claim I paid 160.00 dollars.  the life proof has taken too long and too complicated.  One month has past and I am still dealing with this back and forth emails.  today they provided me with a claim ID but I already had to get a new phone.  I returned the damaged cell phone back to [redacted], my cell phone insurance.  At this point I want life proof reimburse me for 110.00 dollars ( because the claim with them should have been 50.00 if they would honor their statement.  Also a new life proof cover ( which I would no longer trust that they are really water proof)
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did everything they suggested regarding water testing the case and it failed rendering my [redacted] no longer usable. I do not want a new case since I no longer have a working [redacted]. Why would I want another one if their products since one failed already.  Do they want me to ruinANOTHER [redacted]??????
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any continued distress.We normally do not offer RMAs for purchases outside of 30 days (with, at most, 3-5 weeks of wiggle room under unusual circumstances). We do see there was a return for a different purchase ([redacted]) that happened within a month (perhaps there were two orders of the same Nuud case), so it seems you would have been aware of our return time frames. That said, we don't see any kind of warranty claim for six months on this order in question, which makes it harder for us to see a trace of your having had trouble with it. It is especially puzzling that you would not have contacted us earlier. if the situation was as dire as you have described.That said, we do indeed recognize that this has been an extremely upsetting experience for you and your husband. We also appreciate your letting us know about the research you have done, but bear in mind people's experience may vary.Here is what we are willing to do: we set up an RMA and will send you out a shipping label and you can then mail us the case. Please know that the refund will be in check form, as we are too far from the purchase date to refund you back to your original credit card. We will refund the whole purchase, but bear in mind that this is also a very unusual exception, as you mentioned yourself the armband was in perfect condition and was not the item that was giving you trouble. While we will go ahead and set this up once you agree to this, please remember that it is very important to reach out to a company as soon as you experience difficulty with a product so as to make a process such as this easier. We are not an unreasonable company, but, like most companies, we ask customers to at least meet us halfway. Should you ever be a LifeProof customer again, we will not be able to make this kind of exception again. We encourage you to request clarification of our return and warranty policies should you ever be uncertain of them, moving forward. Please let us know if you have any questions.Best,Sarah

[redacted],
Once again, I am very sorry to hear about the damage to your [redacted] while inside the LifeProof case.  While our cases are advertised to be waterproof, and are even tested before they are sent out, once a case has left our warehouse, there are too many factors that are out of our control that make it so we are unable to cover damage to a device while inside of a LifeProof case.  This is why it is stated that the limited warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product.  Once again, I would be happy to replace the case free of charge under our warranty, but that is all we would be able to do at this point in time.  In order to replace the case, I would just need to know what color the case is and what the serial numbers from the inside of each piece of the case are.
Best Regards,
[redacted]

Hello [redacted],
I am very sorry to hear about the damage to your phone when it was dropped inside of a LifeProof case.  Under our Limited Product Warranty, we are always more than happy to replace a damaged or defective case free of charge, but this warranty does not extend to devices....

 We are unable to cover damage to devices for a few different reasons, one of which being that there are too many factors out of our control to guarantee that a device cannot be damaged while inside one of our cases, and another being that we are unable to cover a product that we don't manufacture.  It is stated in our warranty that we are unable to cover the replacement  or cost of any electronic device or personal property inside of outside of the LifeProof product under any circumstances.  If you would like to, you can read our warranty in full at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
Once again, we would be happy to replace the case free of charge under our warranty for you, but we would not be able to replace the phone.  If you would like to have us send you a replacement case under this warranty, I would only need to know what color the case is, and I would need the serial number from the inside of each piece of the case.
Best Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
 I would be willing to send the cases back to your company to receive a refund in the form of a check for the purchase price of $105.99. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the wording in the ad and guarantee on the outside of the box. The conversation of the salespeople in the stores about the product. The complaints on line from other unhappy and dissatisfied customers who have had the same problem and loss as we have. The product is not waterproof as they advertise
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]