Otter Products LLC

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.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

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

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]

Complaint: [redacted]
I am rejecting this response because: I was told/under the impression that otter box covered damage done to the phone, like I said I drive a [redacted], there is no way my phone should have shattered being in your case from such a small fall, if that was the case, I would never have spent such a ridiculous amount of money on your product! If the situation is not fixed I will be contacting my lawyer! My email is [redacted] I would LOVE to send you all receipts, photos, etc...you can also feel free to call [redacted]

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

[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

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.

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.

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.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Attached is the receipt, please see the $89.99 near the bottom. This was purchased from [redacted]
January 2014.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:It appears that you are trying to outlast me. I believe that you do not have the necessary arguments to convince me that the damages to my Iphone is not you responsability. All your answers have been identical. So, I'll do a summary of the whole story to see if you understand once and for all:-I bought one of the most expensive waterproof cases avaiable, in order to protect my Iphone as stated on the website of the Lifeproof;I tested the tightness of the case strictly according to the instructions of the manual of the product;-the first time I submerge the phone, some small drops of water entered the case, damaging my phone;-I turned off the phone immediately. Then I dried up the appliance with a towel. At the hotel, I put the phone in a bag of rice, where it stayed for 4 days. Even so, the phone won't start;My demands are:-the retorn the money I paid for the case;-the money to repair my phone into an authorized technical assistance, here in Brazil.I conclude this text reaffirms that the responsibility is yours.
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],Thanks for reaching out to us and sorry for any delays. Per our limited warranty, we are not able to help out with the device. There are a number or reasons a case may not offer maximum protection. We try to test for every possible scenario, but usually when things like this happen,...

there is an unprecedented string of events that lead to the phone suffering damage.http://www.lifeproof.com/en/policies-and-warrantiessee LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe do see we sent you a replacement case. We are happy to follow up with you to see that you received the case in a timely fashion.Please let us know if you have any questions.Best,Sarah

[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]

Hello [redacted],
I am tremendously sorry to hear about the damage to your wife's phone while you were waiting for the new case to arrive.  Unfortunately we had done everything we could under our warranty at the time, and the original package that FedEx is showing as delivered, but you are saying...

you didn't receive, is something that was out of our control.  We had even sent out another package and had it expedited for you as well when you contacted us to let us know you didn't receive the initial package.  
It is clearly stated in our warranty that we are unable to cover damage to devices under any circumstance, so we will not be able to repair or replace your wife's phone under this warranty.  I am showing that we have already sent the new replacement out for you, but if your wife is going to be getting a new device, as a one time exception, I would be happy to send a case for this new device out for you.  If you would like to have a case sent out for the new device, it would have to be of equal or lesser value to the original Commuter Series case, I would just need to know which series you would prefer in this range, what kind of phone it will be for, and what color(s) you would like for the new case.  
I apologize for the inconvenience with the situation, but if you have any other questions, please let me know.
Best Regards,
[redacted]

While we are unable to cover a device we are able to cover the case itself. Our warranty clearly states that we are unable to cover a device under any circumstances. To read our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. We are able to offer you a case of your choice for your device or a different device. We are also able to waive our standard shipping and handling fee.

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]