Otter Products LLC

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.Per our limited warranty, we are unable to assist with your device. We do hear you feel it is false advertising on our part. While we respect the passion of this argument, we do want to emphasize that we in no way promise that you...

will never experience damage to your device. The warranty does not extend to the device and the case does not act as an insurance policy on the phone. Additionally, there is no case out there that will assure your device will never break. While we do test our product extensively, we cannot be there for every moment in the life of the case and the device. Damage is often be due to an unfortunate chain of events that we have no control over. If you like, you can read more about our limited warranty, here:https://www.lifeproof.com/en-us/warranty-full.htmlWe do stand by our offer to get you a refund on the case itself. Here is what we need, in case you need that again: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 dateOnce we get these items, we will be very happy to get you that refund on your case. 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.
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]

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

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]

Hello [redacted],
I am sorry to hear about what has happened to your phone while it was inside an OtterBox case.  Under our warranty, we are always happy to replace a damaged or defective case free of charge, however, this warranty does not cover damage to devices.  The warranty only...

covers products that we manufacture, and since we did not manufacture your phone, we are unable to provide a device replacement or reimburse for any costs associated with replacing the device.  If you would like to read our warranty in full, you may do so at the following link:
https://www.otterbox.com/warranty-full/warranty-full,default,pg.html
As stated before, I would be more than happy to replace your case under warranty, I would just need to know what color the case is, and I would also need the four digit product code that is stamped on the inside of the case.  This number will be located inside either a circle or a square stamp, and there will be one located on the inside of each piece of the case.  As soon as you can get this information over to me, I can get the replacement case ordered for you.
Best 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]

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

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]

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

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]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
 
I do require your contact information to process this case please.  Dealing with others may prevent from having a smooth outcome.   Please feel free to contact me at my email with your information to email the pictures to.Thank you
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I would like Otterbox to  add an additional 15 % off in my in addition to my current discount to order #[redacted] and I would like the website to reflect the discount, $62.91 minus 15% off =$53.47. Also, requesting for RMA for order #[redacted](grey, white).
Regards,
[redacted]

Hello [redacted],
I am sorry that you never received your warranty replacement. I am not sure why the original warranty order said it was delivered, but you never got the product. I can see that you have reached out to our Social Media team about the issue, and they resent the warranty replacement...

for you. You should have gotten an order number stating the new warranty order was placed. Just in case you didn't, here is your new order number: [redacted]. Once this item leaves our warehouse, you should get an email with a tracking number just letting you know it's on its way.
Please let me know if you have any remaining questions.
Sincerest regards,
[redacted]

Complaint: [redacted]
I do not have the original receipt to this case but the case was provided to me through your company because I have already had to get a replacement case due to the fact that it had started to come apart. I do not understand why your company is unable to look up the case through the serial number seeing that it came directly from you warranty department. I am very upset and not satisifed because I had to spend $200 today to get my phone replaced! My phone broke today while it was in the lifeproof case. I do not want a replacement case because the case itself is not damaged and I do not ever want to purchase another lifeproof product.  it is not reliable nor trust worthy. I do not want to put another one of my phones in a lifeproof case because I can't afford $200 every time my phone gets drops and breaks because your case is not what the company makes it out to be!!!!!! Apparently these cases are not lifeproof if they can't withstand a minor drop!!!
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing.Per our limited warranty, we are unable to assist with any devices. This may be found on our website, here:https://www.otterbox.com/en-us/warranty-full.htmlWe are not able to find your original incident. If...

we have not yet replaced your case, we are happy to do this. We may even be able to move you into a case for a different device if you can send us documentation of both the case and the damaged device. This is what we would 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 signature   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)We are happy to look further into your issue to better assist you.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: this response is not good enough. The case was guaranteed to protect from water damage and it did not. This case did not work and as a result it cost me more  money. I have spoken to numerous people in your customer service department and they gave me the run around. I just want a new case as promised. Or keeping your word isn't something you practice. I was told to call to replace the case after the misunderstanding of replacing the phone. You adverise a waterproof case is this a product you no longer sell ? Is this why you don't want to replace the case?
Regards,
[redacted]

I am very sorry to hear that your case did not perform as expected and that your [redacted] became bent inside of the case. All OtterBox cases include a limited 1-year warranty against any damage or defect to the case. Even if the case is more than a year old, we will continue to honor that warranty as...

long as we have cases available for your device. Sadly, this warranty is limited to products that are manufactured by OtterBox. While your OtterBox case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside the case. I am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by OtterBox, such as the phone or tablet inside. You can read the full text of our warranty policy at l https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/Cust...⇄

Dear [redacted],We are sorry for any continued difficulty with this issue.What we are able to offer you is that third party refund on your case. Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:I bought this case for waterproof protection. You failed to protect my phone with you poor product. Therefore I have a broken phone and no money to buy a new one. I do not care your policy of not replacing phones. The reason you do not do this is because of your poorly made cases failing so much. I demand compensation of $300 for a new [redacted] and a refund of your fraudulent product. I am freaky disappointed with your customer service and your failed to satisfy me on server all different occasions. My demand is small and crystal clear.
Regards,
[redacted]