Otter Products LLC

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  I will wait patiently to receive the tracking information for my phone.  Please advise if I do not hear from your company within 20 days I will be putting in another complaint. I absolutely need my phone ASAP.
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],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to assist with a damaged device. http://www.lifeproof.com/en/policies-and-warrantiesPlease see:LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe can, however, warranty the case...

itself, though we are not seeing a recent claim from you. Perhaps it was under another person's name and email address?Any additional details you can get us would be appreciated. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:We did still lose a $700 phone because your case failed.  As instructed, We did test the case before putting the phone inside, but when the real situation occurred, the case failed to adequately protect the phone.  Your product guarantee should not claim waterproof if it is not fully so.  Your advertising is misleading, as it should state water resistant.  We would never have taken it even near the water if we had known it might fail.  We should be able to trust the product and your response is telling me we cannot. Your company representatives have told me "you do your best" and the cases are "usually waterproof".  This is simply not good enough.  And when they fail, you should be obligated to make things right by covering the full cost.  Your company should do more than just refund the cost of the case.  You should at least cover a portion of the cost of the destroyed phone, as it was at least partly (if not all) your company's fault that it was damaged beyond repair.The photographs we submitted clearly show the case was in excellent condition, had not been mishandled or damaged in any way prior to this incident.  As such, the failure was not caused by our lack of care.  It was simply a product defect.  I do understand that defects can occur; however, when they do, your company is responsible for compensation for the damages caused.  In our case, the cost of such damages is $500 ($90 for the case and $405 for the replacement phone.  I also request that you modify your advertising claims to eliminate the claim of being waterproof, as it clearly cannot be guaranteed to be.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) I was never told to fill out a warranty for my phone case. I was told by my nearby [redacted] store that the case has a warranty nothing about having to sign up for the warranty. And a [redacted] employee put on the phone case initially and all I did was make sure it was tightly sealed and secured. And from what I read from the lifeproof website when you start a warranty it asks where you purchased it and it only has about 3 options one which was [redacted] store. This implies you have some sort of agreement with [redacted].2) Your warranty should cover the damage because the case was apparently defective. When I was on the phone with one of your associates(the one who deliberately hung up on me) he stated the 14 day window is there to ensure that other customers do not put their defective phones into the case then start a claim. The exception can be made when a proof of purchase from a phone store on the same date the phone case was bought is plenty proof that I am not deliberately trying to take advantage of anyone.3) A normal person wouldn't read every single detail from a box. A normal person buying a phone case would take out the phone case to protect their phone not read every single detail.4) Business where you create a loop where you can just completely disregard customers despite selling a phone case that cost me $130 is bad business.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) All information was already provided to LIFEPROOF including photos, Receipts, proof of water damage and detailed explanation on how it occurred.  2) LIFEPROOF hangs up the phone on my face and will not explain to me why they will not consider replacing my phones.  This happened during numerous occasions. 3) Damage occured due to MANUFACTURE DEFECT to the Flap Door on the bottom of the case that opens and closes to allow the insert of the charging cable.  4) The appears to be a common issue with LIFEPROOF cases based on resources found on - Line 5) I will however agree to reimbursement of the actual phones that were purchased as replacements to the water damaged phones.  The amount was provided in prior correspondence.   6) LIFEPROOF needs to be responsible for their own problems that are caused by them.  The Case was only a few days old !!    
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us, and sorry for any continued frustration.I do want to assure you we are not trying to make this process difficult. We just need specific information that is not in the photos.We need to see all parts of the case, along with signed name, printed name, date, product codes and serial numbers written on a sheet of paper underneath the case.Please let us know if you have any questions.Best,[redacted]

[redacted],
I apologize for the inconvenience, but as mentioned previously, we are unable to cover damage to devices under our limited product warranty.  It is stated that our warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside of outside of one of our cases.  So, while we are unable to cover the device in this situation, we would still be happy to provide you with a replacement case under this warranty, we will just need the case color and the serial numbers from the inside of each piece of the case.
Best Regards,
[redacted]

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]

As described in our warranty, LifeProof reserves the right to charge a shipping and handling fee in connection with the fulfillment of any valid claim. The $5.99 shipping and handling fee is a portion of the cost to ship the replacement to you, ensuring a replacement in a timely...

manner, and it is part of the warranty. We expect each and every warranty claim that we fulfill to be charged this same shipping and handling fee. We will continue to replace your case through our warranty in the future should any additional valid claims be received.

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

Hello [redacted],
I am sorry to hear about your daughter's phone cracking while in the case.  We are always happy to replace one of our cases free of charge under our Limited Product Warranty, however, this warranty does not extend to products that we do not manufacture.  Since your device...

was not manufactured by LifeProof, we are unable to replace the device or reimburse the cost associated with replacing the device.  Our warranty does clearly state what are able (or unable) to cover and can be found at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITEDPRODUCTWARRANTY
As stated before, I would be happy to replace the case free of charge under our warranty, I would just need to know what color the case is, and I would also need the serial numbers from the inside of each piece of the case.  If you would not like a replacement case and would prefer to proceed with the refund for the purchase price of the case, we can do so as long as it was purchased within the last year.  In order to get a refund created, we would need you to send us a copy of the receipt for the purchase of the case.  The receipt must be itemized, meaning it needs to show the purchase date, where it was purchased, the product that was purchased, and the purchase price.  We would only be able to refund the purchase price of the case, meaning it would not include any tax or shipping paid for on the original order.  Once we receive that receipt, we can move forward with the refund which will be sent out in the form of a check and will be made out to your information.
Best 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]

Hi [redacted]- Thanks for contacting us, I am sorry for the frustration this situation has caused. I have not been able to find any incidents that match your information. Did you contact us under a different name or address?  I am not sure what has been offered at this point, but we would be...

happy to offer to replace your case.  Please let me know if you contacted us under different information that may help me locate our previous correspondence.  Thanks![redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I have placed that order for you and it should be on its way to you: [redacted] is the order number and the tracking number is  [redacted]. It looks like you will be getting it in your mailbox tomorrow.Please let us know if you have any questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases are water tested before they are shipped out. We ask that a water tested be completed when the case is received and at regular intervals throughout the life of the case. Should the case...

become damaged or stop functioning correctly we are able to replace the case through our limited one year warranty. While our cases are an extra layer of protection they are not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.We do strive to have excellent customer service and I am sorry for the poor experience that you have had. I will listen to the phone call and take all appropriate action.

Otterbox does extensive testing on all of our Symmetry Clears series cases and the claim of No UV Yellowing is correct. The yellowing of the case may be caused from other things such as the oils from you skin, dirt, and other things the case may come in contact with. We do see that we have replaced...

your case on several occasions and did so making an exception to not collect our standard shipping and handling fee. We never charge for the cost of the case under our warranty and only ask for a shipping and handling to process the order. We would me more than able to process a warranty to replace the case again for you, but would need to collect our shipping and handling fee to do so.

Complaint: [redacted]
I am rejecting this response because:
Hi,I've sent an e-mail to [redacted]. I can't access LifeProof's customer service page from [redacted], as whenever I click on it it's redirected to the [redacted] website, that has no contact information at all. This email I got contacting LifeProof on [redacted]. I don't want a replacement, as I obviously will never trust LifeProof again. I just lost a $600 phone and priceless photos and videos from a trip. I had to spend [redacted] without a phone to call my loved ones. All this while doing an activity LifeProof GUARANTEED through advertising and user manuals that I could do without worries.I want immediate full refund of the case I bought and full refund of the phone I lost. If you agree on this now, I won't fight for the collateral damage with all the data I lost. If you don't, I regret to inform that I will sue LifeProof and seek all my compensations.I hope you realize this comes from a customer who trusted you and advertised you to everyone she knows, believing that LifeProof was a real solution to people's problems. And now this same customer is utterly disappointed in a way she's never experienced before.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I've always been told they would replace your device if it was broken.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any concerns you may have.Per our limited warranty, we cannot assist with your device. We are unable to warranty something we have not manufactured, and the case is not an insurance policy on the device. You can read the text of our limited...

warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe extensively test our products, but there is no case out there that can assure you will never have damage to your device, especially with a hard and sudden fall like the one it sounds the case and phone took.It does look like we have offered a check refund on the case itself. That offer still stands. Please let us know if you have any questions.Best,Sarah