Otter Products LLC

Complaint: [redacted]
I am rejecting this response because:
I do not have the receipt for the Otterbox, although it was purchased in January of this year. The case itself was not damaged, only the phone. I will accept this offer as long as I get to keep my Otterbox for the phone after I have it repaired, as long as you refund me the selling price of $59.90 plus tax and refund it without the receipt. I am able to provide all of the other information that you are asking for. As far as the invalid address, I am not sure what you are referring to. My original chat was on October 9th and the email address used was [redacted]. Here is the information from the chat. Here is the copy of the recent chat that you requested.General InfoChat start time Oct 9, 2015 10:26:37 AM ESTChat end time Oct 9, 2015 10:48:22 AM ESTDuration (actual chatting time) 00:21:44Operator Melissa
Regards,
[redacted]

Dear [redacted], Thanks for reaching out to us and sorry for any delays. I have discussed this matter with a small group from both the support and management teams, and we have approval to offer you a $600 gift card to help out with your concerns. To summarize how we came to this amount: we are unable to reimburse for buying out of contract. We can, however, work from your receipt showing the purchase of the new device for $649. Since TWPP generally charges a $50 deductible on the phone replacement, we would want to subtract that amount. That would bring us to $600, rounded up. Please let us know if you have any questions. Best. Sarah

Dear [redacted],Thanks for reaching out to us. We do apologize if this has been a stressful situation.We are still needing some more exact photos to process your warranty on your cases.For each unique case we need a photo of all parts of that case. Under those parts, on a sheet of paper, we ask you put...

the written information of signed name, printed name, date and product code. For the photo of the Defender case, we are seeing the holster but no other parts (lid/base, slipcover), though the written information appears good, if missing signed name. For each identical case, we need a very similar photo, but we need to see all parts of both cases in one shot, to verify that there are in fact two whole cases. For the Commuter cases, we need to see both whole cases in one shot, with that written information clearly visible, not cropped out.Once we get those photos, we will be happy to place your order.Best,[redacted]

I am sorry for the frustrating experience that you have had with your case. All of our cases have a one year limited warranty against damage and defect to the case. If the case should become damaged during this time we are able to replace the case for you. All of our cases are water tested before...

being shipped. Upon receiving the case we ask that you complete the water test and then continue to do so at regular intervals throughout the life of the case. Unfortunately our warranty is limited to the case itself. While the case is an added layer of protection it is not a guarantee that a device will never become damaged. We are able to replace and in some circumstances refund the case we are unable to offer any compensation for the device.

I am sorry for the frustrating experience that you have had with our warranty system. I will send you a replacement free of charge due to the frustration however I am unable to view your warranty attempt. Will you please verify your case type(s) so that I can send the replacement?

Dear [redacted], Thanks for reaching out to us. We are sorry this has been an upsetting situation for you.I did look over your warranty claim, and it does appear that we determined that the case you have is not an authentic OtterBox.We cannot warranty a product we did not manufacture, so we will...

not be able to get you that belt clip.We are happy to give you a 10% discount on your next purchase over the phone.Please let us know if you have any questions.Best,[redacted]

[redacted]Please update the record for complaint #[redacted] to indicate that “Consumer is satisfied with company’s response.  Discount has been applied, and misleading verbiage has been clarified.” Thank you for you assistance, Revdex.com! 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:
If Lifeproof is going to advertise that you can take your electronic device into and submerge it in the water, they need to be held liable when their product fails.  No, I do not need a new case since I do not have an [redacted] to put into the case. 
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any defects in the case. Should a case become damaged or stop functioning correctly we are happy to offer  a replacement case. To...

ensure that our cases offer the most protection available to a device we do extensive testing that include drops, bumps and shocks. Unfortunately this does not guarantee that a device will never become damaged. We are able to replace the case but will be unable to offer any compensation for the device. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devices. This is explained in an insert that comes with every LifeProof case. Our warranty is just for the case itself and not for any other product, as we cannot warranty something...

we have not manufactured. Additionally, the case is not an insurance policy on the device. We do test our cases extensively. That said, there are a number of reasons a device still may suffer damage, including, but not limited to, a water test not being administered correctly or plugs not being sealed before use. I am having trouble finding your original incident: was it perhaps under another set of contact information? We would like to see what other options may be available at this time. Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us. We apologize for any delays.Per our limited warranty, we are not able to assist with the device, or, in turn, any device deductible. There is an insert that comes in every LifeProof package that explains this limited warranty in more detail. We are...

happy to set you up for a warranty on the case itself. So you know, we are not immediately seeing any incidents under your provided email address. Perhaps you contacted us under another set of contact information?If you like, we can continue to help you on getting a replacement case.Please let us know if you have any questions.Best,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any delays.It does sound like you have had an unsatisfying experience. Per your request: we may be able to process a refund on the case that was on the phone that suffered damage. We do need some specific things in place to do that. We also...

need to clarify some earlier communications, once you accept this offer, in order to get that refund processed successfully. This is what we would first need: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 (If your phone was water damaged, then we will need documentation of that specific damage)• Your handwritten name, current date, and signature3) 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 date Please let us know if you have any questions.Best,[redacted]

[redacted]
I resolved the issue and will be receiving a refund

Dear [redacted],Thanks for reaching out to us and sorry for any delays.As we did state before, or warranty is strictly for the case you have in hand. We cannot do product upgrades through the warranty system. We would be happy to offer you a 10% discount on any future purchase. Please let us...

know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:This is false advertising and I will never purchase  a product from your company and trust me when I say this will be all over social media..I want nothing in return you are complexly useless how you take advantage of your marketing techniques to the younger generation
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I've sent Everything that the company has asked for.  Otterbox only response is that the pictures are not good enough.  I can read the pictures just fine. It is easy to say you can't see the pictures.  Otterbox is making it difficult and purposely not abiding by the warranty. Otterbox should adhere to the warranty.  
Regards,
[redacted]

No, none of the adapters that were sent to me allow the volume controls on the [redacted] EarPods to function.

Complaint: [redacted]
I am rejecting this response because:Your company should Not advertise "LifeProof" "Unbreakable" Guaranteed cases unless they can back it up, I don't care what your policy is, I don't care what your warranty is. I care that I have a very expensive BROKEN device, and a very expensive USELESS case, and my next step will be an attorney, sending people who have spent this kind of money on your product a copy of your policies is unacceptable, Lifeproof is a complete waste of money and your company is robbing people, and falsely advertising your product 
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.This is what we need for a check refund on your case: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 (If your phone was water damaged, then we will need documentation of that specific damage)• Your handwritten name, current date, and signature3) 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 dateWe did send a link from your incident: I am happy to send that again. Please let us know if you prefer the email in this complaint, as the one we have is different and may be incorrect. Please let us know if you have any questions.Best,Sarah