Otter Products LLC

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]

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

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]

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]

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: 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]

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 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

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]

All of our cases come with a limited one year warranty against defects in material or workmanship. We do currently have a shipping and handling fee of $4.99 to enable us to quickly evaluate your claim and ship a replacement product with less hassle for you. To complete the claim you will need to...

visit our website or give us a call. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html. Our customer service team and customer service management team is empowered to help with any and all escalated situations.

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.

Dear [redacted],Thanks again for getting in touch with us and sorry for any delays.I am happy to include a link explaining our limited warranty:https://www.otterbox.com/en-us/warranty-full.htmlAs stated, we are happy to assist with that third party refund on your case. Please let us know if you have any questions.Best,[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: I'm supposed to be covered under the total water protection, which I registered for.
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case, our warranty and our customer service. While it is a busy season for us we do want to help all of our customers quickly and efficiently. We strive to have the best customer service and your entire experience will be reviewed...

so that all necessary action can be taken. I do see that we are waiting to receive the incorrect device. As soon as we get it back we will issue the replacement for the correct device as well as a case to fit the device.If you have the tracking number for the return of the device I will expedite the process as much as possible.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I am happy to offer you can get an iPhone 6s or iPhone 6s Plus case from us when they come out. We can get you any single case that is not a battery case, in case those come out. We don't have an estimated date of delivery on these, but what I would advise is to get on the notification list for the case you are interested in and give us a call when they come out;http://www.lifeproof.com/en-us/iphone-6s-caseshttp://www.lifeproof.com/en-us...⇄ will extend this offer for three months out from the release date of those cases, to give you a chance to make a choice. Please give us a call at P:888-533-0735 and reference Incident [redacted] so we can take care of you, once the cases are out and you are ready to choose a case.  Please let us know if you have any questions.Best,Sarah

Each of our cases endures rigorous testing to ensure that the most durable case is on the market for our customers and their devices. While these cases add an additional layer of protection they are not a guarantee that a device will never become damaged. Our warranty clearly states that we are unable to cover the device under any circumstances. To read our full warranty please follow the link below. We are able to offer you a replacement case for the same device or a different device and waive our standard shipping and handling fee.https://www.otterbox.com/en-us/warranty-full.html

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

Complaint: [redacted]
I am rejecting this response because:
you have terrible customer service. I will not buy from or recommend this company. The way I was spoken to over the customer service line wasn't acceptable and your apology will not make up for that. So while I still have one defective case and one okay case I still wasn't given the expedited shipping as promised and I was treated like I was making it up. There is no excuse for that and your apology isn't accepted for the lack of good customer service that your business has. 
Regards,
[redacted]