Otter Products LLC

Dear [redacted],Thanks for reaching out to us. We are sorry for the distress you have experienced. We also apologize if you perceived we were in any way short with you. We looked further into your incident and it does appear that we made a rare exception to set you up with an upgrade and...

exchange for a new case. We generally do not do exchanges or upgrades at all, and we determined that this particular resolution would be fair and reasonable due to the fact that the previous cases, for the earlier model [redacted], were from an older warranty from some time ago. We do hope you will enjoy your new [redacted] case. Please let us know if we can answer any additional questions.Best,[redacted]

[redacted]Re: complaint number [redacted]I just received an email stating that my complaint file is being closed I was never notified that the business replied to my complaint good once I reviewed this reply it clearly shows the issue at hand.This company is selling your product advertising that it protects against Falls and water damage and dust and dirt yet when damage is done to a phone that is advertised as protecting they claimed that product does not protect against that stuff this is the issue I'm having my phone is broken because it did not protect against the fall that they advertise on the box that it does.Now I have to repair my phone a damaged of that will cost me $80 + Minnesota sales tax to have repaired and refusing to fix this phone due to the damage that was caused from the lack of protection that their product is supposed to provide.This is misleading advertising, it is false advertising,and  it is deceptive and this company needs to be held responsible for the damages to the phones that are supposed to be protected by their product that they're selling that the consumers buying.this file should not be closed this is not resolved at all and it's a clear issue that several other coast consumers are having and it needs to be addressed.

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.While the case does say shock proof, that is in no way a guarantee you will never experience damage to your device. We do extensive testing on our cases, but we have no way of tracing what happened or if the case was properly installed at all times. Further, as stated before, the warranty does not extend to the device itself. As an analogy: you may buy a freezer. The freezer manufacturer may advertise that the freezers keep food cold. A customer may experience their food thawing in that freezer. That does not mean the freezer company is falsely advertising their product, as there are too many factors in how that failure may have occurred. It also does not mean the freezer company is obliged to refund the customer for the spoiled food in the freezer. Manufacturer warranties are only for the product the manufacturer made. We stand by our offer to refund you for the case.Please let us know if you have any questions.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.

Dear [redacted],Thanks for reaching out to us. We are sorry this has been an upsetting situation for you, especially if there were emergency calls that proved difficult to take with the current case.We are not able to provide a third party refund on your case. We are only able to process refunds...

when you have purchased the case from us, and even then, only within 30 days from the purchase date. We did already make a very unusual exception to switch you between OtterBox and LifeProof brands: this is something we essentially never do. We could, as you are aware, speed up the process of getting that [redacted] Nuud case to you by switching from the black case to a white case. Please let us know if this color change may work for you, or if you have any additional questions or concerns. Best,[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:I do not feel obliged to taking on excess work for a company that clearly has no interest in providing anything better than poor customer service, which is made much worse by their boasting about wanting to have the best customer service. Otterbox is not in a position to ask me for favors, and has done nothing to regain my trust, respect, or desire to work with them. The ball is in their court, and when they are ready to resolve this issue, they have all of the information needed to do so. Until then, I will continue to file complaints, and update the status of my complaint through the internet. 
Regards,
[redacted]

Revdex.com:
Otterbox has agreed to send me a refund for the Otterbox defender [redacted] 6 case that I found to be defective in the amount $75.54. I will be shipping the case back to Otterbox on 5/15/15 with delivery confirmation via [redacted].
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]

Dear [redacted],Thanks for reaching out to us. We are sorry for any distress you have experienced.Per our limited warranty, we cannot assist with the device. Each LifeProof case has an insert that explains the terms of the warranty, and we clearly state that we cannot assist with any device. The case...

does not act as an insurance policy, and we cannot warranty something we have not manufactured. We do see that we have sent you a replacement case. We are eager to have you let us know if that replacement case is working to your satisfaction, and encourage you to reach out to you with any questions or concerns you may have.Please let us know if you have any questions.Best,Sarah

I am sorry for the frustrating experience that you have had with your case and our warranty. Our case adds an additional layer of protection to any device however it is not a guarantee that a device will never become damaged.  We complete a water test before the case leaves our facility and we...

ask that our customers complete a water test when the case is received. We do ask that additional water tests be completed throughout the life of the case to ensure that it remains waterproof.   Our warranty does only cover the case not the device inside of the case. To see our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. In this instance we are willing to go outside of our warranty, which is generally only for a replacement case of the same case that you currently own, and offer a refund for the case. To process a refund for the case we will need additional information. In addition I will forward all of your observations and concerns to our marketing team for evaluation.

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: 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]

Complaint: [redacted]
I am rejecting this response because:
It is not acceptable. The company is not taking resposibility gor their product which did not work as advertised. I want to receive compensation for damages. I would also like them to be forced to remove their product claims from advertising and to have to recall their product.
Regards,
[redacted]

Dear [redacted],Thanks for getting in touch with us. We do apologize for any distress you may have experienced.First, we cannot find your previous incident in our system under your name and email address: was it perhaps under someone else's contact information?Second, we do want to reiterate our...

policy. Per our limited warranty, we do not warranty devices. We try to make the best possible product we can, but there are many factors that can go into a device breaking, and no case can 100% assure this will not happen. We do not have any statements on our packaging to the contrary.That said, we are happy to help you with a warranty on the case itself. I am not sure if you have gone forward on this offer yet, but if you have not, we are happy to get that process rolling.Please let me know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response becauseI have provided my email as asked for pictures to be sent and have not been contacted, I will be contacting a lawyer of this issue is not resolved. Worst customer service ever 
Regards,
[redacted]

We recommend any Alpha Glass screen protectors be installed while the case is not on the phone, and have heard complaints from people who attempt to install the glass incorrectly resulting in the product failing after only a few days. Under our warranty we are able to replace your damaged product...

upon collecting a $4.99+tax shipping and handling fee to get the case sent out to your address. If you would like to replace the case under warranty, you can do it on our website at: https://www.otterbox.com/en-us/warranty-claim or by calling our customer service hotline at 1-855-[redacted].

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

We are only able to refund cases within the original 30 days after purchase, and will not be able to give a refund for a case purchased 18 months ago. Despite this being outside of our one year limited warranty, we would still be able to send a different series of case as a replacement for your Fre...

Power.