Otter Products LLC

Dear [redacted],Thanks for reaching out to us and sorry for any frustration this has caused. We do see that same broken device photo in a number of places. I did check [redacted] as well. The issue we have been running into is that we need specific information in a specific format to process refund checks. The serial that you provided did not validate, though thanks for getting that to us. We are not trying to give you the run-around. The process for refunding cases is very exact and often takes a few turn-arounds to get the correct information. Additionally, though we can tell you are eager to get that check, it is logistically impossible to get a check in anyone's hands faster than 3-4 weeks, so please understand that your demand to get the check next week is very unreasonable under any circumstance. We understand you are free to post whatever you like on social media, but bear in mind we are truly trying to get the information we need to get you that check and are absolutely not trying to find ways to deny it. Our finance department needs to have all the i's dotted and t's crossed in case of an IRS audit. This is one of those things we need to keep in good order. I am working with what you provided by calling the [redacted] store at [redacted] [redacted]4.They did verify that this is an authentic receipt. That said, the receipt you provided is not a purchase receipt but an exchange receipt. We can see you spent $99.99 on the original case, but we actually need the receipt from 6/8 in order to process that check. The manager at the [redacted] store has printed out that original receipt and is keeping it in the office for you to pick up. Once you get that, if you could take a photo of the receipt, signed and dated, and upload it to the original incident, we will be able to process that check.Please let us know if you have any questions. Best,Sarah

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

All of our cases come with a limited one year warranty. This warranty covers the case but not the device inside of the case. In addition to this one year warranty there is a plan called Total Water Protection Program that allows us to replace the device should it become water damaged. This program...

requires that a customer register the case and device. In the unfortunate circumstance where the device becomes water damaged we are able to send a replacement device and case. After this device is received you have thirty days to notify us of any issue that you may be having with either the case or the device. If we are notified outside of this time frame we will be unable to offer an additional replacement device. I have reviewed your case and we were contacted 60 days after the device was received to notify us of any issues. This is outside of the thirty day time frame and we will be unable to offer an additional replacement device. We are able to continue to offer a replacement case should yours become damaged or stop functioning. We would also be able to waive our standard shipping and handling fee.

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 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

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devices. It does explain this in an insert that comes with each LifeProof case. Here is a link to our limited warranty:https://www.lifeproof.com/en-us/warranty-full.htmlThat same insert...

does explain a water test should be administered before use. It sounds like the case was installed by Sprint, and we are not clear if this water test was done. We would have encouraged any customer to do the water test before the case and phone went into water. This also needs to be done periodically, in case of slight rips and cracks that might occur on the case. There could also be errors with making sure plugs are fully closed. It does look like we did send you a replacement on your case. Please do let us know if you have any difficulty receiving that.Please let us know if you have any questions.Best,Sarah

Hello [redacted],
I am very sorry to hear about the issues that you have had with our warranty process.  After reviewing your claim, it looks like we only received one photo you had submitted with your original claim.  The issue with the photo that we received is that the file came through...

as a very small file, so we were unable to clearly see the information in the photo.  We will not be able to issue a refund for the case since it was not purchased directly from us within the last 30 days.  Instead of having you upload another photo, if you would be able to provide me with the serial number on the inside of each piece of your case, I can get your replacement case ordered for you.  If you have any other questions, please let me know.
Best Regards,
[redacted]

Any sort of return or exchange would need to be made with the retailer in which the product was originally purchased. We are unable to process a return or exchange unless that product had been purchased from our online store within the first thirty (30) days after the original purchase date.

Dear [redacted],Thank you for your email. I submitted the 3rd Party request to our finance department yesterday. It can take up to 3 weeks for a refund in the form of a check to arrive to you.Please let us know if there is anything else we can assist you with.Thank you,Stephanie

Complaint: [redacted]
I am rejecting this response because:I never received a response to email. The 2nd car is a regular lifeproof case with a defective batter charging latch. Its not a battery case. 
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are definitely happy to try and refund your case. Bear in mind, while we are unable to replace the device, we are happy to get you this check to get you some cash in hand.This is what we 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 (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 dateIt may help us speed this up if we can find the original incident from when you called, if any. So far we have not found this incident. Perhaps it was under someone else's name? I am happy to get an incident set up if we don't have one already, then we can send the request for pictures from there. You could probably send the information through here as well. Please let us know if you have any questions.Best!Sarah

Dear [redacted], Thanks for getting in touch with us and sorry for any confusion around our warranty procedure.We do see in that incident you submitted a photo, but we do require more information in the photo. I have resent a request for photos so you have a link to upload that photo to.What we...

need is as follows:All parts of the case in the photo, laid out on a sheet of paper that has your full name (printed), your full name (signed), today's date and the four digit product code from the inside of the silicone slipcover of the case. Depending on the case, we may also require the serial number from the case as well. There is a nice template you can print out from the link that is a good guide for what we need, but you can also put that information on your own sheet of paper. We also need to clarify which case you have, as the photo provided leaves that a bit unclear. Please let us know if you have any questions.Best,[redacted]

While we are able to replace the case with the same case or a different case we are unable to offer any compensation for the device itself. To receive a replacement case you will need to complete a warranty claim online or over the phone. We would be able to waive our standard shipping and handling fee and get the replacement to you as quickly as possible.

Complaint: [redacted]
I am rejecting this response because: I am confused by your wording. I do not want a replacement of the case (no offense to you, but it is a terrible product that has caused 2 of my very expensive [redacted]s to be destroyed). I had my phone replaced and I can send you all the relevant info from [redacted] who replaced the PHONE. Also I am including my last correspondence with LifeProof regarding replacement of the old case. Any solution that includes replacement of the CASE will not be acceptable to me as I do not want to use your cases anymore. I will attach pictures of the most recent case that failed (the previous failure is documented below with regard to the incident number I filed with LifeProof).
[redacted]: Claim ID #[redacted]Lifeproof (previous incident)Incident Number: [redacted] Number: [redacted] Date: Aug 12, 2014
Regards,
[redacted]

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]

Dear [redacted],Thanks for reaching out to us. We do apologize for any distress you have experienced. We are not finding your order, or the incident of your having called us, in our system. Was it perhaps under someone else's name or email address?We are happy to assist with a warranty on the...

case. Please know as well we are happy to make an exception and get you pretty much any other case at the same price point to help you out, through our warranty, if we have not yet completed one for you. We are sorry if we had not looked into making that exception for you at the time. Please let us know if you would like to proceed with that, and we will be happy to get that process rolling. Again, if you could let us know the email address that initial call was under, we can get that information to you right away.Please let us know if you have any questions.Best,[redacted]

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.

Dear [redacted],Thanks for reaching out to us. We do apologize for any confusion around our shipping time frames.Our shipping times always include 48 hours of processing time. It does state this when selecting shipping options. This does not include weekends or holidays. That means that this order,...

placed Tuesday, 11/25/2014 at 10:45 AM and received Friday, 11/28/2014 at 12:06 pm, with Thursday being Thanksgiving, is within the shipping expectations.We will not be able to refund shipping costs. Please do let us know if you have any further questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us. We are very sorry for that extra day or so delay. It seems to be a combination of processing and delivery delays, almost certainly due to the season and is not a typical occurrence.We are seeing this order, [redacted], was delivered today: Mon ...

12/07/2015 12:25 pm EST. The FedEx tracking number is [redacted].Please let us know if you have any questions or concerns. Best,Sarah

Hello [redacted],
I apologize for the delay and inconvenience with this process through the Total Water Protection Program.  I have spoken with a few different people regarding the replacement phone and it looks like it is on its way to you and estimated to be delivered tomorrow.  We have...

also put through a refund request with our Finance team for the purchase price of the case.  This refund will be sent out in the form of a check for the $99.99 that was paid for the case, but it may take upwards of a few weeks to get to you.  At this point in time, it looks like everything is being processed for you, but if you have any other questions, please let me know.
Best Regards,
[redacted]