Otter Products LLC

We have a one year limited warranty with our products in order to replace components in the case that may stretch out or lose their effectiveness with useWhile we are able to warranty our products during that one year, we are not able to replace or repair any devices damaged in our caseAccording to our Limited Warranty on our website, found at (https://www.otterbox.com/en-us/warranty-full.html); Otter does not warrant, and is not responsible for, any smart phone or other device made by anyone other than OtterPlease give us a call at 1-855- [redacted] with any questions or concerns

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.I am happy to offer you can get an iPhone 6s or iPhone 6s Plus case from us when they come outWe can get you any single case that is not a battery case, in case those come outWe don't have an estimated date of delivery on these, but what I would advise is to get on the notification list for the case you are interested in and give us a call when they come out;http://www.lifeproof.com/en-us/iphone-6s-caseshttp://www.lifeproof.com/en-us...⇄ will extend this offer for three months out from the release date of those cases, to give you a chance to make a choicePlease give us a call at P:888-533-and reference Incident [redacted] so we can take care of you, once the cases are out and you are ready to choose a case Please let us know if you have any questions.Best,Sarah

Dear ***,Thanks for reaching out to usWe do apologize if this has been a stressful situation.We are still needing some more exact photos to process your warranty on your cases.For each unique case we need a photo of all parts of that caseUnder those parts, on a sheet of paper, we ask you put the written information of signed name, printed name, date and product codeFor the photo of the Defender case, we are seeing the holster but no other parts (lid/base, slipcover), though the written information appears good, if missing signed nameFor each identical case, we need a very similar photo, but we need to see all parts of both cases in one shot, to verify that there are in fact two whole casesFor the Commuter cases, we need to see both whole cases in one shot, with that written information clearly visible, not cropped out.Once we get those photos, we will be happy to place your order.Best,***

We do see that the warranty claim was provided for you and understand that the cable you have now is no longer workingWe would be more tha able to provide you a replacement for you cable with another warranty claimWe 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]

Dear ***,Thanks for getting in touch with usWe are sorry for any distress this issue has caused.Please do know that we are still happy to get you that replacementWe are willing to get it to you for free this one time, though we would need photos as per usualPlease know this is a one time exception, due to said distressTo address your larger concern: the OtterBox limited warranty is, and always has been, a one-year warrantyAny other information you may have received would have been on the level of rumorThe life cycle of electronic devices is so short that there is no way we could promise we would still be manufacturing original [redacted] cases, for example, five or ten years laterThat said, even though the warranty is for one year, we are happy to replace parts for as long as we have them in stock, provided the warranty requirements are metIt is our prerogative to change the warranty policy as we see fitIt this case, the vast majority of customers preferred to pay a nominal fee for the warranty in order to greatly reduce the turn-around time on the warranty processWe do apologize the change was upsetting for youThe change was not meant to trick customers in any wayOn the contrary: we looked to customer satisfaction in implementing this changePlease let us know if you would like to get that warranty process rolling again, or if you have any further questions.Best,***

Hello [redacted] , I apologize for the inconvenience regarding the situation, and can definitely understand the confusion The $charge for your RMA is for the shipping label that we send to you which helps ensure proper processing of the return Due to the confusion, I will make a one-time exception to waive this $charge You will not receive an email about this charge being removed, but when we receive the product and process the refund, the $will not be taken out of your refund I apologize again for the inconvenience, but if you have any other questions, please let me know Best Regards, [redacted]

I bought one of their waterproof cases for [redacted] *** My [redacted] is my computer it never leaves the house I just wanted a case with water protection for times I watch videos while washing dishes, shaving or even taking a bath Problem is, the charge port is accessible by a small door that swivels open and the hard plastic the door clips on (to make it watertight) broke within a few months of babying the product So I contact warranty claims only to be told: ''Sorry we do not make your product anymore you can go and buy one on [redacted] out of your own money maybe?'' I am left feeling like I bought an overpriced ill-designed, defective product To add insult to injury, customer service provides no service!

Dear [redacted] ,Thanks for the clarification and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis is stated on our website, as well as on an insert that comes with each LifeProof caseYou 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 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

Complaint: [redacted] I am rejecting this response because: $for a LifeProof case that wasn't even drop-proof is exorbitant How can you market and sell a product that fails, then claim no responsibility for fixing the damage? The phone needs a new screen, both to fix your product's failure, and to restore my faith in your company Regards, [redacted]

While we would be able to replace your case, according to our warranty, we are unable to replace or repair any damage to your deviceAs found on our Global Warranty, as seen on our website here: https://www.otterbox.com/en-us/warranty-full.html"Otter does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Otter."

I am sorry that you did not receive an update on your refund in a timely mannerI do see that we have created your refund and sent it to our finance department for processingPlease allow processing time for the refund to arriveThe replacement case that was requested has also shipped, it has an estimated delivery date of 7/7/We ask that you perform the water test upon receiving the case and at regular intervals throughout the life of the caseWe are happy to continue to help you as much as possible regarding the caseThe case does have a one year limited warranty against any damage or defect to the caseWe are happy to honor this warranty past the year as long as we still have product available

Dear [redacted] ,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with the deviceI am happy to link to the text of that limited warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWhat we can do is offer a third party refund on your caseWhile not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it: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 signature (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) Purchase Receipt or invoice: Purchase date (within the last 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 would be interested in proceeding with this, or 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 meHowever, I already sent in my damaged deviceAlso, I don't have the original receipt from the purchaseBut I can give you a date that is very very close to the date I bought itIf this would be fine I would be glad to work with you to get this issue resolved Regards, [redacted] ***

Hello ***, I am sorry that your case has been deemed as a non-authentic Lifeproof caseEach case has a unique serial number, and this is just one way to see case authenticityThe reason we declined your warranty replacement was because the serial number you gave us in both photos has been used quite frequentlyTypically we won't replace cases with serial numbers exceeding a certain amount of hits through our systemsHowever, given the circumstances I am willing to make a one-time exceptionIf you can please send that case back to us we will be able to get that replaced for youIf you send it to the following address, we'll make this exception and get the new one out to you Attn Lifeproof CS; [redacted] SMeldurm St Fort Collins, CO We do suggest choosing a method of shipping with a tracking numberSometimes a package can get lost in the mail, and with proof of shipment we can still assist if your package is lost in transitOnce we have that old case in our possession we will expedite shipping back out to you Sincerest regards, ***

I purchased a screen protector and case (commuter series for [redacted] and when I went to put the screen protector not only were the directions not clear at all because there pretty much was none but also the part that seemed to be the screen protector (it said lay this side down) would not adhere to the phoneI tried to call and they were closed and they do not have an email to contact

Complaint: [redacted] I am rejecting this response because: There is nothing wrong with the case thus a replacement is unnecessary It's a shame we paid $for a case that is essentially no better than a $or $case We'll be sure to let friends and family know of our disappointment with the product and the response Regards, [redacted] ***

Hello [redacted] , I am sorry that your daughter's phone was damaged while inside the caseIt is rare when a phone gets damaged in a caseI am sorry you feel as though we are advertising our productWe are able to use words like shock proof and water proof as we have passed industry standards for what constitutes water proof and shock proofWe test all cases for water protection before sending them to retailers or to you directlyWe do advise to do the second at home water test to ensure it's still water proof after all of the shipping and handlingThere are simply too many variables as to why a phone might sustain water damage if it passed both testsThis is why we do offer the Total Water Protection ProgramWe understand life happens and can push our cases further than intended, and we feel that by offering TWPP, we are helping to cover the unexpected I am also sorry that we sent you the Blue [redacted] 5C instead of the original Green [redacted] 5CWe are more than happy to send the correct phone to you as [redacted] promisedIn order for us to ship out the correct phone, we will need to see tracking showing the incorrect phone being shipped backOnce We see that information stating it's being shipped back, we can get the corrected Green phone out to you Sincerest Regards, ***

Dear ***,Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with the deviceOur cases do give you great waterproof protection, but there are some rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protectionIt does look like we already offered a third party refund on the caseWe are still happy to do that for you once you get us the requested information.Please let us know if you have any questions.Best,Sarah

Dear [redacted] ,Thanks for reaching out to usWe apologize this has been an upsetting situation for you.We can, in certain circumstances, offer a third party refund on your caseWhat we need to do that is get some additional information from youIt looks like you purchased the case from [redacted] in December This is within the timeframe we require, as the purchase has to be within the past monthsWe do need to see the original purchase receipt with the item line showing the LifeProof caseWe do recognize customers may not always have such receipts a half year laterThat said, finance does require this for a refundWe also need a standard warranty photo of the case and a photo of the damaged device.If the receipt cannot be obtained, we still can get you a replacement on the caseIt looks like we have almost all the information we need, less a better image of the serial numbers on the case.Please let us know if you have any questions.Best,***

I went to [redacted] signed up for another year contract and bought new cells phones and "Otter Box Alpha Glass screen protectors"Both screen protectors cracked within days of having them I called customer service and were sent more screen protectorsI put mine on my phone which has since cracked again and has also managed to crack my screen under neath it within a week or so of getting themMy wife still has her replacement sitting in the box after seeing my crack for the 2nd time Obviously there are issues with themWe paid $ each for something that doesnt work Now it has somehow caused the actual phone screen to crack I bought these to help prevent that and it hasntSomething needs to be done