Otter Products LLC

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

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]

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

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

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]

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.
Regards,
[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]

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.

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]

Complaint: [redacted]
I am rejecting this response because: LifeProof advertises that their cases are, well, life proof. That they will protect your device from water, drops, dirt, and snow. When you look on their site, that is what they sell their product as. When you read the description on Amazon, Apple, and other sites, that is what they sell this product as. When you read the packaging, that is what they sell their product as. It is very difficult to find where they state they will not cover your device. If the company puts that much effort into making their product look like it will perform the way they advertise it will, then they should stand behind their product. They market their product will protect my $700 phone and I believed them. When their product did not do what they promised and destroyed my device, they deny all liability and state they are covered by the fine print. This is nothing short of misleading and false advertising. As I have researched this farther, I have found this to be an issue with many, many other people. It's not right that a company can make promises that they know they don't have to live up to. 
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: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]

Dear [redacted],Thanks for getting back to us and sorry for any delays.We took two actions that we can see.The first was to issue a refund for your case (0080011484 for $74.99). That was created between April 9th and April 10th of 2015. We are seeing that deposited May 4, 2015. We also sent a replacement case in February. If there are any other incidents, please let us know. We would not have sent a device (unless you alsohad TWPP and processed a claim with them, most customers would be aware if thiswas the situation.)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]

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]

Complaint: [redacted]
I am rejecting this response because you are NOT putting your customer first and that is a HORRIBLE business model.  You are also sending a message to consumers that you make an inferior product.  This complaint will be public record on the Revdex.com website and I sincerely hope that when the public reads it it persuades them to purchase another brand case rather than yours.  Additionally I plan to tell everyone I know about my horrible experience with your product and your so-called "customer service". You have not only lost me as a customer but potentially hundreds more from the poor word of mouth advertising I plan to solicit. I hope this bad publicity is worth the $100 your company could have easily provided to fix the screen of my phone that YOUR product damaged.
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]