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].

Complaint: [redacted]
I am rejecting this response because I bought the otterbox for a specific reason, to protect my device. It did not protect my device like it was advertised to do. Very disappointed and very sad because I have always used otterbox cases for every device I have ever owned. Iam really hoping something can be done because I do not think its fair I have to replace or repair a device that was damaged due to a faulty case or advertisement. 
Regards,
[redacted]

Dear [redacted],First off, thank you for getting in touch with us and we are sorry to hear of your ongoing health concerns. We did process that 10% refund. That credit memo was posted on Mar 06 2015, and would have appeared in your bank statement about 3-5 business days later. We are seeing quite a...

few different email addresses from you in a number of different incidents, which is one reason we may not have been able to line up all of your incidents. The email you used here is one, then we are also seeing another 2-3 emails that are very similar but with different domains. We did reach out to you from one of those emails back in April. We were inquiring if you wanted to do an RMA or a warranty and never heard back from you.There are three options at this point. The first option is that I am willing to make an extremely rare exception to offer a refund on this case, but it would need to be returned to us, and it would be less the 10% we originally took off of it.  The second option is that we could make an also very rare, one-time exception to get you the case you need. If you could let us know the model number of the phone we can see if we do in fact have a case for that. If we do have the correct case, we would ask you send the case back, at your own expense, using a shipping method that has tracking.The third option is to investigate if you actually do have the correct case but it is defective and has a poor fit. I am guessing this is unlikely, but it would be another option. For that, we would need you to send us the correct warranty photos along with the model number of your phone. As for our sending you a case with a [redacted] sticker, I am a bit confused, as I have never heard of such a thing happening. We don’t sell recycled cases. If you could let us know which option you would like to go with, we can begin to resolve your situation. Also, if we need to find out your [redacted] email address that we can use for all incidents so we can tie all these issues together. Please let us know if you have any questions.Best,[redacted]

Hello [redacted],
After speaking with our team in charge of the Total Water Protection Program, it sounds like they were able to get in contact with UPS and re-schedule delivery of the shipment.  The shipment is scheduled to be delivered before the end of the day today, and we should be all set at...

that point in time.  If you have any other issues or questions regarding this matter, please let me know.
Best Regards,
[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.
Regards,
[redacted] [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.

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]

[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 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

Dear [redacted],Thanks for reaching out to us. We do apologize if this has been a frustrating situation.I will be happy to explain the reason for our only offering the solid-color cases. The original case you had was a solid color. When a color is discontinued, we are happy to offer you an alternate...

color, but that new case has to be at the same price point. The camo cases are at a higher price point. We do have about half a dozen colors available at this time to choose from. At this moment in time we have Lime/Black, Black/Black, White/Gray, Dark Teal/Teal, Dark Magenta/Magenta, Dark Blue/Blue and Dark Lime/Lime. Please let us know which of these colors will work for you, and we will be happy to get that sent out to you.Best,[redacted]

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]

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...⇄

Dear [redacted],Thanks for getting back in touch with us and sorry for any continued distress.We do test our products extensively, but there is no case out there that can 100% assure you will never experience damage to your device. We, additionally, do not use the word "guarantee" on any of our packaging, and we do see how this word could be confusing if it was used. A split second of oversight of a rip or tear in the case before entering the water, to use one example, is one possible scenario that may lead to a damaged device. It is impossible to retrace every second in the life of the case and the device to determine what may have happened. We do still want to see what other options are possible, but we do need to find your original incident. If you have an incident number or the email you gave us when you called, we should be able to find that. Some customers do qualify for a refund on the case, but we don't have enough information to see if that is a possibility in this situation.Please let us know if you have any questions.Best,Sarah

Looking in our Credit Card processing system, I am seeing 5 separate attempts to charge $5.25. None of these charges appear to have successfully charged in our system, and are most likely pending charges. Please call us at 1-855-[redacted] and we would be happy to investigate this further, but with...

the information I was able to pull from your Revdex.com complaint, there are only those attempts from 6/7/17.

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.

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.

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 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

For any of our products we offer a warranty coverage on it that never charges for the cost of the item, but we do ask for a shipping and handling fee in order to process the warranty claim. We do see that a warranty was sent out on 8/29/2017 for your damaged cable. Should the charging cable be...

giving you any issues, we would be more than able to process a warranty claim and replace it. If you would like to contact our customer service at 855-[redacted] we would be able to assist and go over any additional options.