Otter Products LLC

Unfortunately the warranty does only cover the case not the device inside of the case. While we do extensive testing to ensure that we make the best product possible we are unable to protect against every circumstance. Please give our customer service line a call so we can assist you further at [redacted].

While we are required to list this notification the level of exposure is very limited. We currently have a one year warranty that covers any damage to the case and would entitle you to a replacement. Unfortunately our warranty is only for replacement not refund. If a case is purchased directly from...

our website within 30 days we are able to offer a refund. We are willing to send you a different case of your choice and waive our standard shipping and handling fee but we will be unable to offer a refund.

Complaint: [redacted]
I am rejecting this response because: it states on their blog page of otterbox they do cover such things! Otterbox had no customer service they refused to offer to help me. This is crazy why do they say they protect the case and state they cover it then come back on their promises.
Regards,
[redacted]

Every time an order is attempted a pending charge is placed on the account for the full amount of the purchase price.While it may seem as though you have multiple charges on your credit card, these are not charges. They are authorizations that will drop off of your statement (if your order did not...

go through) typically within 2 – 3 business days.I do see that three attempts were made with only one being successful. I have ensured that the two attempts that failed were reversed.We only charge a credit or debit card after an order has shipped, and we only charge the card once. If these authorizations are causing problems, you can simply call your bank to get them removed.

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. While we strive to offer the most protection for our customers and their devices it is not a guarantee that a device will never become damaged. We are able to offer you a replacement...

case of your choice for this device or a different device. We are also able to waive our standard shipping and handling fee.

Dear [redacted],Thanks for reaching out to us and sorry for any difficult experience you may have had. Per our limited warranty, we are unable to assist with the device. We are sorry if there was any confusion around the GUHA as well. It does look like there was some improper handling of your...

situation, and I have taken proper steps to address these errors. It is true that OtterBox and LifeProof are part of the same Otter Products family. That said, it is rather like taking your [redacted] into a [redacted] dealership (or vice versa) to address LifeProof or OtterBox issues through the other brand. It appears the agent took your LifeProof concern as an OtterBox call, but he should have transferred you to LifeProof and clarified we cannot cross brands. You are under no obligation to return that product that was sent, but we essentially have not resolved your claim.While we cannot assist with your device, we are happy to offer you a third party refund on your case. What we need is 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 dateWe also need to find out the device/color/model for your case. You may send those photos through the Revdex.com, or you may contact us through the LifeProof call center at P:888-533-0735. The new incident I have set up is 13102279.Please let me know if you have any questions. Best,Sarah

Dear [redacted],Thanks for contacting us. We are sorry if you have experienced any distress in regards to this situation.Per our limited warranty, we cannot assist with the device. Every LifeProof case contains an insert that explains this as well. I have included a link to this limited warranty...

text. http://www.lifeproof.com/en/policies-and-warrantiesPlease see: LIMITED PRODUCT WARRANTY and Exclusions and Limitations. The case needs to be put together before doing the test, not tested as a closed item straight from the packaging, as it sounds like may have happened. The water test is a key time to check for such issues as torn membranes, and it sounds like this may have not been done thoroughly. We do test our products but it is up to the consumer to precisely follow the water test before installing each and every case. That said, even if a water test had been conducted exactly to the instructions, there are some rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. Additionally, the case does not act as an insurance policy on the device. We apologize if the Sprint store indicated otherwise, as it misrepresents what we are able to do. We want to assist you and we would like to remain focused what we can do for you. There is the first option, which is to warranty the case. To do that, we need to get a standard warranty photo. The second option is one not everyone qualifies for, but we would be happy to see if you do qualify. This option is that we may be able to get you a third party refund on the case itself. This requires a standard warranty photo, a photo of the broken device (or invoice showing the device had to be repaired or replaced) and a photo of the original itemized purchase receipt showing the case was purchased within a year ago. We are happy to help you get us this information to us so it can be determined how we might best assist you.Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for getting back to us and sorry for any frustration you are experiencing.As stated before, it does look like you were contacting our warranty department but there apparently was so far no claim in our TWPP department. You do need to contact our TWPP department for further assistance, as they have different information at hand to better take care of you.The TWPP department can be reached at [redacted].We do look forward to hearing from you so we can better process your claim. While we do apologize you feel you have been given the run-around, it is critical that you do contact us at this number so we can best help you. Please have all information at hand when calling us so we can look your information up quickly.As stated before, that information is:Contract number: [redacted]Registration code: [redacted]Please let us know if you have any questions.Best,[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I did recieve a replacement phone and case this past week. The communication from staff was improved, however still disappointing. I was promise a shipping number and did not receive one. Also, I had to go out of my way to find out the phone reported as "locked" was not the one previously sent to me.  The new replacement phone still has small issues, I think the company needs to focus on quality checks prior to sending out replacements. I just appreciate that it works and that you took care of this in a timely manner. It is frustrating that I had to bring up attention through the Revdex.com, when I clearly tried to solve the issue with staff and management in multiple other ways, and without anger. Thank you
Regards,
[redacted]

Hello again [redacted],
I apologize again for the delay with getting your new phone out.  I was able to verify that it has been sent out this morning, and according to the [redacted] tracking number ([redacted]), your package is scheduled to be delivered tomorrow by the end of the day.  I also have refunded the expedited shipping charge that you had originally paid for, and you should see those funds back to your account within the next few business days.  At this point in time, I believe we have come to a resolution for the situation, but if you have any further questions at all, please let me know.
Best Regards,
[redacted]

[redacted],
I am sorry that you were given misinformation when you had purchased the case at [redacted].  Our warranty is clearly stated on our website and is available to the public, but we unfortunately cannot control what every sales representative at every store is going to tell customers when selling our cases.  I will certainly pass on the word that our warranty is not being communicated properly to some of our customers, and see what we can do about making the warranty information more easily accessible, as well as making sure correct information is being given out.
As before, due to the fact that there are too many factors out of our control with a case and phone, and also since we do not manufacture the phone itself, we will not be able to cover the damage to it.  We would be more than happy to get you set up with a replacement case, we would just need you to submit a warranty claim on our website at the link I had provided you with previously.  At this point in time, that is the most we would be able to do for you, but if you have any further questions, please let me know.
Best Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. We apologize for any delays.We are not seeing record of your having contacted us before the RMA was set up: perhaps it was under a different name or set of contact information. We apologize that we cannot find record of that. There was clearly a misunderstanding about our products and the devices they cover, and we would have discouraged you from purchasing this case if we had more information. We feel we are being quite conciliatory to offer to send you the [redacted] 6 case or the [redacted] Defender case in lieu of bothering with the RMA, so we are not certain why you are rejecting our offer. We are simply waiting on you to let us know which phone model you need a case for. We will even let you pick whatever color you like. The only other action is upon your acceptance of this offer is we will cancel the original RMA. Please let us know which case you want, and your color choices, and we will send that out right away.http://www.otterbox.com/en-us/[redacted]-s6/defender-series-case/sam2-[reda...⇄

Complaint: [redacted]
I am rejecting this response because:       This is what they sent me after sending all information that they asked for.......................Dear [redacted],Notes from John:We apologize for any trouble or inconvenience you have experienced. Due to your threat of legal action, we will be referring your situation to our Legal Department. They will review your case and will call you if they need any additional information. If our Legal personnel determine that we should settle your claim, they will contact you directly. If you do not hear from our Legal Department, it means that they have also determined that your claim should be denied. Please do not continue to contact Customer Service on this claim.Now they are saying I need all the photos in jpg because they cannot receive them and I received emails saying the photo of the receipt was to far away can you take a picture up closer for us and so we did. I do not know what else to do.  We did everything they asked for and I know they got it.  I have the emails. Sincerest Regards,JohnLifeProof Customer Service(888) 533-0735
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are not finding a recent warranty claim for you. We are seeing one from about a year ago for a [redacted] 3 case and an i[redacted] case that was never completed. It sounds like you have a new device and a new case. We do need to...

gather some fresh information to get you that case. The information we 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 We also need your contact information verified so we can set up an incident. I am happy to send this photo request to you from the incident once we have one set up for you. Once we get this information, we are happy to set up an incident for you and send out that case.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:
Regards,
I have had repeated issues with faulty cases. I did not pay the amount I paid, just to have it fail within a couple of months. I have voiced my concerns to your customer service department, just to have to shell out MORE money to replace a faulty product. Again, if you will not stand behind your product, then I'd like a refund. 
[redacted]

Dear [redacted],Thanks for the clarification and sorry for any delays.Per our limited warranty, we are unable to assist with devices. This is stated on our website, as well as on an insert that comes with each LifeProof case. You can read up more on this, here:https://www.lifeproof.com/en-us/warranty-full.htmlWhat I can do is offer you a refund on the case, provided you are able to get us the following documents: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 dateThis is outside of our standard warranty, but we are happy to make this exception for you this one time.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 already sent in my damaged device. Also, I don't have the original receipt from the purchase. But I can give you a date that is very very close to the date I bought it. If this would be fine I would be glad to work with you to get this issue resolved.  
 Regards,
[redacted]

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

All of our cases come with a limited one year warranty that covers the case. If the case should become damaged or stop functioning we are able to offer a replacement case. We do extensive testing to ensure that our cases and screen protectors offer the most protection available for our customers and...

their devices. While extensive testing is completed and the cases do offer an additional layer of protection they are not a guarantee that a device will never become damaged. Our warranty only covers the case not the device inside of the case. We are able to offer you a replacement case of your choice for you and your wife for this device or a different device. We will also be able to waive our standard shipping and handling fee for the replacements.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are generally only able to offer a waiver on the warranty fee on a one-time basis. Due to the frustration you are experiencing, we are willing to waive that one last time. I will go ahead and place that order for you, but bear in...

mind that moving forward we will need to ask for that fee, as well as some additional information on your case, such as the serial number and possibly even photos, for the sake of our quality team, if you continue to experience the same issue.Please let us know if you have any questions.Best,Sarah