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]

While we extensively test our cases to make sure they are waterproof, we list in the instructions for maintenance of the case that a water test be performed every 2-3 months or if the cases are going to be used near water. We are only able to refund cases that are within the 30 day return/exchange period after being purchased from our website. We are not able to pay for the repair or replacement of any products that are not manufactured by Lifeproof.  I also want to make sure that your iPhone 6 was using a Nuud series case that was designed for the iPhone 6 and not the 6s, as they are not compatible with each other. There are many variables that could potentially affect the product's ability to remain waterproof, which is why we make sure to replace any cases under warranty.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are realizing that you should absolutely qualify for that device replacement but simply contacted the wrong department. Not all LifeProof customers have the Total Water Protection Program (TWPP), but knowing you are a [redacted]...

customer helped us recognize your issue. Please give the TWPP department a call at 877-394-6001, and they will be happy to assist you.Please let us know if you have any questions.Best,Sarah

Dear Mrs. [redacted],Thanks for reaching out to us and sorry for any delays.We are not seeing your claim, but, per your information, I went ahead and sent out an [redacted] Defender case to you. We only have black left so I am hoping that will be OK. I sent it [redacted] 2nd Day, so it should get to you next...

week. The order number is [redacted]. You should get tracking information by Monday. We normally have a $2.99 shipping and handling fee but I waived it this one time. Please feel free to call us, moving forward, if you do not hear back from us. It looks like you claim may have just fallen through the cracks.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 are unable to assist with devices. This is explained on our website and in an insert that comes with each and every LifeProof case.You can read more about that...

here:https://www.lifeproof.com/en-us/warranty-full.htmlWe absolutely test our cases but we have no control over all the things that may occur in the life of the phone, and of the case once it is out the door. We do not promise you will never experience damage to your device: that is physically impossible. We do give you extra, added protection but the case does not act as an insurance policy on your device. We are happy to get you a replacement on your case. We are happy to get you any case you like (except for a battery case) if you can get us a picture of the case and a picture of the damaged device.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:the case that I purchased was supposed to prevent water damage to my phone and it did not prevent water damage. I would like to be reimbursed for my cellphone which is $649.99 since the phone no longer works.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may have experienced. It is true that, per our limited warranty, we cannot assist with devices. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set...

of circumstances result in the case not offering maximum protection. That said, we cannot warranty something we have not manufactured, and the case does not act as a warranty on the device. The terms or our warranty can be found here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe are not seeing a lot of notes as to where we left off when you contacted us, it does look like we can either offer you any case you like (aside from a battery case) or offer a third party refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it: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.)3) 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 dateYou may send these photos either to this complaint or to the original incident. We may be able to skip the receipt requirement if you decide to go for the case upgrade option.Please also let us know if you have any questions.Best,Sarah

Thank you for clarifying the issue. We ask that the device not be in the case when the water test is performed. We do provide a test device with each case so that the phone will not become damaged during testing. If the case becomes damaged or does not function correctly we are able to replace the case. Our warranty clearly states that we are unable to replace the device under any circumstances. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Complaint: [redacted]
I am rejecting this response because:
You need to clarify this warranty on your item not wait until people stuff gets broke . what Is the use if the outter box then. you can refund me the cost of the case since I was mislead and there no purpose for your case
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted] I just need a new case mine is no longer water proof

While we are able to go past our one year limited warranty to send out product, we are unable to send out products that we no longer have in stock. We stand behind our products, but have limitations on what we are capable of issuing under warranty due to what we have in stock or currently manufacture. We are not able to issue refunds for products past the original 30 days after purchase, or in instances where the product was purchased from a third party vendor.

Complaint: [redacted]
I am rejecting this response because: the phone was in your case.  It was supposed to be protected from the elements.  It was my assumption based on your marketing that the case was waterproof and it was not.  Your defective product ruined my phone.  As far as a receipt you can look up my account and see that this case was just sent to me on July 10, 2014 and was purchased from your website order number: Order Number: [redacted].  The case was not even a month old - you shipped it on the 10th of July and I received the Actual delivery on Mon 7/21/2014.  The phone was water damaged on the 10th of August.  You can send me the money back for the case that is fine.  Check is fine as well.  But I also want to cost of the damage to the phone.  A new phone is $700+ from Sprint - I am sure I can find a refurbished one for around $200.00.  
Regards,
[redacted]

Hello [redacted],
I am sorry to hear about the issues you have had with the cases thus far.  As you already know, we have a one year warranty on all of our cases and we would be happy to replace any damaged or defective case under this warranty, free of charge, and as many times as necessary....

 Unfortunately, we do only have a 30 day return policy on purchases made through us, and since the original case was purchased more than 30 days ago, we are unable to offer a refund for the purchase.  Once again, we are always happy to replace a case when it is needed, but that is all we are able to do under our warranty.  Instead of going through the entire warranty process again, if you would like us to get you set up with a replacement, I will only need the serial numbers from the inside of each piece of the case.  Please let me know if you have any other questions.
Best Regards,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business. Clearly they will not admit fault nor will they do anything to improve customer service.  Rather than waste more of my time I will wait for the reimbursement of the case they claim to have processed. 
Regards,
[redacted]

[redacted]I am sorry for the frustrating experience that you have had with our Total Water Protection Program. I do see that a refund was...

issued on 5/23/16. If you have not yet received this refund please contact us at 1-877-394-6001. Laura M[redacted]Customer Care Coordinator

Complaint: [redacted]
I am rejecting this response because:I'm unsure what the miss understanding is on your part. Your product the Nuud is advertised on the packaging the phone can be put underwater or near water when a device is inside. The product has malfunctioned or does not do what is advertised resulting in the damage of my device.  
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We absolutely want to help you out and get you a replacement on your [redacted] case, but the concerns with the photo largely have to do with clear and up-to-date information being in the warranty photo. The photo that was...

sent to us last month was already three months old. I am sending you a request for a single photo: please make sure that put your signed name, printed name, product code, and current date on a sheet of paper visible in that photo. Once we get that one picture, we will be happy to send you the replacement for you [redacted] case in the color of your choice.Please let us know if you have any questions.Best,[redacted]

Dear [redacted], We did receive one photo from you with what appears to be a damaged case, however, that photo does not have any of the handwritten information we require.  We do need the written information next to the physical case in the photo in order to provide valid proof of ownership.  The picture also serves as a way for us to authenticate the case you have in your possession.  We would not be able to warranty a non-OtterBox case.  I would be happy to provide you with my personal email address to get the photo to if you think that may make a difference.  You can send the photo directly to me at [redacted].  Additionally, we can provide you with an address to send the case in for warranty if that would be preferable to you. You would simply package up the case (any packaging will do) and a piece of paper with your first/last name and email address so we can easily find your claim once the case is received.  I will advise that you would need to obtain a tracking number (in case any issue occur while in transit) that we can keep on record. The address to send the case to would be: Attn: Customer Service209 S. Meldrum St.Fort Collins, CO 80521 Again, I understand the frustration and do apologize for that but we do need valid proof of ownership of an authentic OtterBox case before replacing it. Best Regards, [redacted] OtterBox Customer Service

[redacted], 
I can't apologize enough for the way you feel you were treated.  We do use instances like this one for representative coaching and I will make sure this is particular one is addressed.  I completely understand where you're coming from and understand why you request a refund at this point in time.  In order to provide a refund for the case, we will need to receive the product back.  Normally, when we create a return (or an RMA) for a customer, there is a $5 return fee for the pre-paid shipping label but for this circumstance, I am more than happy to waive that fee so that you are fully refunded for your original purchase.  Additionally, I am willing to refund any original shipping charge for this order.  
I apologize for any additional hassle but we must receive that product back prior to refunding the amount paid for the case. Please let me know how you would like to proceed at your convenience. 
Best Regards, 
[redacted]