Otter Products LLC

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]

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]

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

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]

Dear [redacted],Thanks for getting back to us. I am happy to be of assistance and apologize that you are dissatisfied with our product.We normally are not able to make multiple exceptions on a warranty, but I can certainly go over options to get changed out to a different case for the same device. If we need to get you a couple of products, such as a case at a lower price point along with a screen protector, to bring you up to the same price point, I can make that exception. Please do know, however, that, like waiving the fee, this would be a one-time exception, and that any future warranties would be based on that new case.I do encourage you to give us a call at [redacted] and reference Incident [redacted] when calling. I have also sent you an email with the photo requirements for the warranty should you care to resolve this issue via email.Please let me know if you have any questions.Best,[redacted]

Dear [redacted], Thanks for getting back to us and sorry for any delays.You should be getting refund, reference [redacted], in a few weeks. We just missed the cut off for weekly checks yesterday, but they should be cutting the check next week. It can take a couple of weeks for delivery. I do wan to add it is for a flat $49.99: we don't refund tax. Please let us know if you have any questions.Best,Sarah

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

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

Complaint: [redacted]
I am rejecting this response because: I'm supposed to be covered under the total water protection, which I registered for.
Regards,
[redacted]

Dear [redacted],Thanks for getting in touch with us. We do apologize this has been a distressing experience for you.First, we cannot find any incidents of your having contacted us. Have you called LifeProof or filled out a form on the lifeproof.com website, or was this perhaps under someone else's...

contact information? Second, we do want to explain our limited warranty. Per our limited warranty, we cannot assist with damaged devices. http://www.lifeproof.com/en/policies-and-warrantiesPlease see Limited Product Warranty.That said, we are happy to assist with a replacement on your case. We may even be able to assist with a third party refund on the case itself. For that we need some specific photos, the details of which we are happy to go over with you once we can get some more information from you to see if there is already a warranty claim in the system, or to set one up. One restriction is that the case needs to have been purchased within a year ago.Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because: To explain my point of view, I would like to bring a case analogous to mine. in 1/11/2008, Justice of Texas granted an indemnity of $ 6,500,000 an automobile accident victim who suffered irreversible damage to the brain. The accident was caused by faulty manufacture in automobile rear suspension [redacted] It would be enough that [redacted] provided a new vehicle to the victim? Don't. The understanding of the Court, [redacted] is responsible for the safety of the people led by their vehicles. Similarly, due to a defect in your case, I not only lost an Phone of 900 dollars, as it might have lost the pictures I took with my family. I'm still unhappy with the response from the Lifeproof.
Regards,
[redacted]

Hello [redacted],
I apologize for the inconveneince with the situation, but we would be more than happy to replace your case under warranty.  In order to do so, we will just need to know what color your case is, and we will also need the serial numbers from the inside of each piece of the case.  Once we have that information, we can proceed with the warranty replacement and get the order placed for you.
[redacted] Regards,
[redacted]

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: the case is not CRACKED the cover is equipped with two little plastic tabs that BREAK from opening and closing it to charge the phonethe OLD design over lapped the front of the case and worked well this NEW design relys on two small plastic tabs. I had two cases in 4 months because it is flaud and your records will show that I had this last one for two months before it broke again. And I am surebthis is your BIGGEST complaint and reason for replacements on this new design. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Again I will reiterate, to only offer a warranty to one individual company and not all to allow us to protect our expensive devices further is wrong. Also it is wrong that you advertise on your box that you guarantee something and when it does not work you do nothing. This is something that a company should take care of respectively. Especially if it supposedly dose not occur often. The only outcome that will work here is if my device is replaced. Sending another case when the device does not work, not sure how that is supposed to resolve the situation. I will be writing to your CEO. I think he would be appalled at the situation.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I'm not stupid enough to put it on another phone and therefore, it was obviously NOT VISIBLE. I realize your trying to protect your companies interest and not admit to the Manufacturer DEFECT, so I guess I can't blame you.     You can send me your email so that I can send you the pics but we will continue to DISAGREE and I will proceed to do as I stated in my last email.  
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays. We pride ourselves in our professionalism, and in being honest about what are are and are not able to do. We believe that the customer's feelings are always valid, and we regard you, and every one of our customers, with absolute respect. That said, the request you have is simply not something we can satisfy.  If you feel that is rude, we are very sorry. We are not blaming you, nor are we back-pedaling: we do not warranty or insure devices and we explain that in our limited warranty that all customers can access and read.Please let me know if you have any further questions or concerns.Best,Sarah

I am sorry for the frustrating experience that you have had with your case. All LifeProof cases include a limited one year warranty against any damage or defect to the case. If the case should become damaged at any time we are able to help you receive a replacement. We are generally able to extend...

the warranty for the case past a year as long as we still have inventory available for the product.We do extensive testing to ensure that our cases are waterproof. Before a case is sent out the case is water tested to ensure that the case is functioning properly. When the case is received and at regular intervals we ask that the recipient perform a water test on the case as well. If the case should fail the water test we are happy to replace the case.  While the LifeProof case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside of the case. I am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by LifeProof, such as the phone or tablet inside. You can read our full warranty at https://www.lifeproof.com/en-us/global-warranty.html.

We have a one year limited warranty with our products in order to replace components in the case that may stretch out or lose their effectiveness with use. While we are able to warranty our products during that one year, we are not able to replace or repair any devices damaged in our case. According to our Limited Warranty on our website, found at (https://www.otterbox.com/en-us/warranty-full.html); Otter does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Otter. Please give us a call at 1-855-[redacted] with any questions or concerns.

All of our cases come with a limited one year warranty that covers damage to the case itself. If the case becomes damaged or stops functioning during this time we are able to offer a replacement case. While our cases are an extra layer of protection they are not a guarantee that a device will never...

become damaged. Before a case leaves our warehouse it has completed a successful water test. We ask that our customer complete a water test upon receiving the case and at regular intervals through out the life of the case to ensure that the case continues to function correctly. We do put all registration and maintenance information inside the packaging of each case. Generally our warranty is for replacement not refund. I do see that we have made an exception and agreed to refund the cost of the case as long as it was purchased with in the last 12 months. To complete a refund that is outside of our warranty policy we do need additional information and part of the information required is the original purchase receipt. Generally stores are all to help provide copies of the receipt. Please contact the original place of purchase to obtain a copy of the original purchase receipt so that we can proceed with refunding the case.