Otter Products LLC

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

[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]

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]

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 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

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]

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]

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.  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]

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]

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]

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]

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]

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.

Dear [redacted],Thanks for reaching out to us. We are very sorry for any delays that we may have caused. It does look like we dropped the ball as far as your warranty is concerned, and that you did provide all the information we asked for in that first photo. Moving forward, we will work to be...

more diligent about such details in order to avoid needless turn-arounds, and will do any needed coaching on the matter. Please let us know if we may be of further assistance. Best,[redacted]

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

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If the case should become damaged or stop functioning we are able to send a replacement within one year of the original purchase. Before our cases leave our factories they are water...

tested and have passed the water test. Upon receiving the case and at regular intervals through out the life of the case we do ask that a water test be performed to ensure that the case is functioning correctly. While our cases are an added layer of protection they are not a guarantee that a device will never become damaged.We do offer an additional program called the Total Water Protection Program that can only be purchased through Verizon. If the additional protection was purchased and registered for within 14 days you will qualify for additional device protection. If the additional protection was not purchased and registered for we are unable to offer any compensation for the device. We are able to offer a replacement case of your choose and to waive our shipping and handling fee.

Dear [redacted],Thank you for your response. As previously stated, do not warranty the devices. You can find out more information regarding this here: http://www.lifeproof.com/en/policies-and-warranties.Again, we are happy to refund you for the purchase price of the case. Please reply to this email to let us know if you would like to proceed with the refund. Thank you,Stephanie

Dear [redacted],Thanks for reaching out to us. We do apologize this has been a frustrating experience.As stated, we are not able to do a third party refund on this case. We can, however, offer that if you want to set up a fresh warranty claim on the case we just sent you, we will allow that you can get any other case at the same price point through our warranty system. Please let us know if you have any questions.Best,[redacted]