Otter Products LLC

Complaint: [redacted]
I am rejecting this response because:There is no reason why the billing address should have been rejected. The correct address was given.
Regards,
[redacted]

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 getting back to us.I have sent you an email from a fresh incident. Please reply to that email for incident [redacted] with your case selection and we will get that out right away.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:
This product, which is advertised as waterproof, was in fact not waterproof and that caused my brand new phone to not work. The responses I have received from the company have dismissed my claims saying that "some variables can not be accounted for" if this is the case then this product should be advertised as SOMETIMES waterproof. Now the company is saying that the initial water contact caused the damage not the water being trapped, either way it was the responsibility of the case to protect my phone. I spent my hard earned money on this case believing my brand new $750 phone would be protected. My phone was never even submerged in water, merely splashed, and the water was trapped between the phone and the case(which I could clearly see because the back of this particular case is see through).  I wish I had taken a picture but I was in a rush to try and save my phone from the water trapped against it. I am extremely disappointed with the customer service responses I have received and I am very disappointed I trusted this company to uphold their claims of providing a "waterproof" case for my phone.
Regards,
[redacted]

[redacted], We appreciate you reaching out to us and I am so sorry for any frustration the warranty process may have caused you. We would be more than happy to provide you with a warranty replacement for your case.  I was able to find a claim associated with your email address.  It appears...

to be for the Galaxy Note 2 Defender case.  The only photo attached is one with up-close product information (the stamping from the inside of the rubber case layer).  This is great information but not quite what we need to supply a warranty replacement.  We will need a photo of the full case accompanied by your handwritten information (name, current date and product code).  This handwritten information next to the case provides us with proof of ownership as well as proof of case damage.  I will re-send our request for photos which clearly outlines the information we need in the picture as well as directions on supplying the picture.  You did mention you purchased the case directly from us.  If the picture is too difficult for you to provide at this point, I would be happy to make an exception and use a previous order number to find that purchase.  I did try looking up purchases under your email address and was unsuccessful in finding anything so we would need another email, First/Last name or order number to search by.  Again, as soon as we get any of this information, we can accommodate that warranty replacement!  I do hope this clarifies the picture request process a bit!Sincerest Regards, [redacted]OtterBox

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are unable to offer third party refunds, and even if the case was purchased from us, we only offer refunds within 30 from purchase. Please know, however, our one-year warranty is not a hard rule. If we still have cases...

in stock, we are happy to keep working with you outside of that year.I am, in this situation, willing to work outside of our standard warranty with your current issue. We are happy to get you any case you like, aside from our battery case. This includes tablet cases and cases for any other device, or the chance to move into a different series for your current device. All we need is the serial number off of you device: we won't even bother you with the shipping and handling fee this one time, to help you out further.Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any delays. First off, I want to let you know I cannot find your most recent incident, so I took the liberty to set up a new one for you. If this was set up under another set of contact information, please let us know.To more directly...

address your issue: per our limited warranty, we do not assist with devices. Our cases give you extra, added protection, but there are certain situations where an unusual string of events may still lead to a device suffering damage. The case is not an insurance policy on the device, and product warranties are pretty much always just for the product that the manufacturer produced.If it has not been offered to you already, and if we have not resolved the issue through sending you a warranty replacement, I am happy to help you out by seeing if we can get you  a refund on the case itself. 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 (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 datePlease let me know if you have any questions.Best,Sarah

Hello [redacted],
I have reached out to you through email and received the copy of the receipt for the purchase of the case.  At this point in time, we have everything we need to get the refund created and sent over to the Finance team for approval.  If you have any other questions, please let me know.
Best Regards,
[redacted]

Dear [redacted],Thanks for getting back to us and sorry for any confusion around our process.It appears you have still not contacted our TWPP department. You will need to contact them to address your issue. I have checked with them and they say they have not yetheard from you.The TWPP department can be reached at [redacted].They will be happy to hear from you, and we encourage you to call this number as soon as possible. As stated before, that information is:Contract number: [redacted]Registration code: [redacted]We are happy to answer any additional questions you may have.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for your bad experience.We can for sure set up an RMA on your original purchase, order number [redacted], if you like. We will be happy to reverse the freight charges to get that back to us. Please let us know if this would help and we...

will be happy to set up that RMA.As for your other concerns, I would be happy to address those as well.We definitely do try to make the best possible product that we can to assure your case is waterproof, though it sounds you did experience a leak. We do apologize for the difficulty of your experience, and duly take note of your feedback as to how you would like to see disclaimers and different approach to marketing the items. We cannot at this time assure there will be any hard change in packaging, etc, but we do value your feedback on the [redacted]. We also do strive to give you excellent and empathetic customer service, and we definitely apologize if we came across as brash or inconsiderate. I am making note of these concerns as well and apologize for what seemed to be a lack of empathy on our part.Once again, we do want to assist you best as possible. Please let us know if you would like us to set up that case return for you, and we will get right on it.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing. We have looked into your situation, and are happy to clarify what we meant by the card.When customers purchase a case from a corporate [redacted] store (not from a [redacted] authorized seller), they are also...

given a chance to register for the Total Water Protection Program (TWPP). Customers do need to first fill out and send in this card to register for TWPP. TWPP needs to be in place to have coverage for the device. The LifeProof case itself does not warranty or insure the device. We do explain the terms of the warranty in an insert that comes with each LifeProof case. You may also see the text of the warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe have already placed an order for a replacement case. While we normally are not able to also do a refund on the case, we are happy to do that under these circumstances. It looks like we did send you the information for what we need to process that.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] I just don't want to pay for the shipping of the replacement case.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I could not find your incident from calling us, but I did find your order.Bear in mind that the 10% excludes the [redacted] cases. It does state this on our website.That said, it sounds like it has been a distressing experience for...

you. We have gone ahead and processed a refund for 10% off your order. Bear in mind, we normally cannot apply discounts on new items.The reference for this refund is [redacted]. It is for $8.00, and will show up on your card in 5-7 business days. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:I don't need another case. I need reimbursed for what I had to pay to replace the phone damaged by the case not doing what it was described to do.  If the case had done its job the phone would not have a shattered screen.  The company needs to stand by its product claims or quit making those claims.If nothing else I would at least want a refund of the $109 plus tax I paid for the case.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 I am at 9 months of your 1 year warranty. I have already received 3 cases. They do not work. I am not satisfied with the product at all, whatsoever. I am not going to let my daughter use them and risk having her phone get damaged and your company not honoring any coverage for the damage to her phone. I have 3 useless cases sitting here, and I'm out, again, $105.99. How do you justify that being a fair transaction? You'll offer me another case, in turn, to be useless in 3 months, then I'm at a year of warranty, so sorry ma'am... we've done all we've can for you? I believe this is totally unfair, and terrible customer service. Again, I am asking to be refunded to my credit card for the total purchase of the case $105.99, and a ship ticket to send the defective cases back to your company. 
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Lifeproof clearly advertises waterproof cases, This is false advertising when in fact my phone was installed with-in case according to the companies recommend specifications. I Will escalate this the FCC and my local municipal court for small claims.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may have experienced. I am happy to go over what we are and are not able to do to help you out. Per our limited warranty, we are not able to help with damaged devices. This is explained in an insert that comes in each...

and every LifeProof case, and, in addition, many of our cases have a link on the bottom of the package that goes to the place on our website that explains this limited warranty. Here is that link:https://www.lifeproof.com/en-us/warranty-full.htmlWe encourage customers to both have insurance on the device and to use cloud storage or other forms of backup of valuable data. There is no case out there that 100% assures you will never have damage to the device or loss of data. The case does not act as an insurance policy, and one is always at risk of losing data on a device, case or no case. That said, we are happy to set you up with a refund on the case itself. 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 dateWe are happy to set you up so you can send us this information through incident [redacted]. Thank you for providing that incident number, as we can see that was under another set of contact information.Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any delays.This is what we can do for you: if we can get a couple of items from you, we can do a third party refund on the case. We apologize if any information to the contrary was given, as this is an exception we can make under certain conditions. While we don't usually offer this after a replacement product has been sent, we are happy to offer this check refund as well. You will be under no obligation to return the case that was sent. Since we already have a picture of the case, what we need is:1) 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.)2) 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 dateBear in mind, there are a wide variety of reasons that a device may suffer damage. That said, we are happy to get you this refund on the case. Please let us know if you have any questions or concerns.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We are sorry for any delays.We are seeing that is what you were supposedly shipped, though sometimes there is a mispick in shipping. We ideally like to see a photo to verify a mispick and to assure we are resolving your situation. We would be happy to resend that [redacted] 2nd Generation Defender case ([redacted])  in black again, but if we could see a photo of what you did receive, and we could see it was in fact not the [redacted] 2nd Gen case then we will gladly send that case out to you again. Please let us know if this will work, and please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are clear what you are asking for: it is simply not something we can provide. I am happy to include a link that explains our limited warranty. There is no actual or implied warranty on the device while inside our case. http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.We are still very happy to process that third party refund on the case. Please let us know if that is something you would like to do and we will get that rolling.Please let us know if you have any further questions.Best,Sarah