Otter Products LLC

Revdex.com:
I have reviewed the response made by the business, although I feel like they should not call their products "LifeProof" if they aren't life proof all I really want is to get my money back for the case. Attached is the picture of my receipt that needs to be forwarded to LifeProof for my refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Attached please find the bill from [redacted] showing that I purchased the Otterbox case for $34.99. The bill accurately reflects that this case was purchased September 22, 2014, well within the product's one year warranty. Accordingly, I would request reimbursement in the amount $34.99 for my purchase of this defective case.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: you're still not addressing the damaged phone. I would expect a refund for the case at the least but I still had to pay $320 to replace my phone that was damaged because the case let water in. I was never told in any way that the phone may lose it's waterproof nature over time nor that I needed to test if it was still waterproof from time to time. I would have never guessed that within 3 months the phone would have lost it's ability to keep water out. I believe that if this company has the resources to produce the marketing material that it has then it should at least be able to produce a case who will continue to be waterproof after 3 months of normal use. The marketing is misleading and the company will not back up it's cases by replacing damaged phones and I feel that it should either change it's marketing to let consumers know that submerging their phone in water with their LifeProof case on can lead to water damage and a ruined phone or to replace phones that are ruined while a LifeProof case is properly installed.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are not able to assist with devices. This limited warranty is stated on an insert on each case. LifeProof packages also generally have a link to the place on our website that explains the limited...

warranty. Here is that link:http://www.lifeproof.com/en/policies-and-warrantiesPlease see  LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe still may be able to get you a 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:This is what we 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   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 datePlease let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:
Bottom line I want my phone replaced! I will give u all the information you need. I can send you a receipt for the case! But replacing the case is not going to fix my phone. How do you want me to send receipt info? 
Regards,
[redacted]

Otterbox is able to provide a refund on any purchase made within 30 days of purchase date and purchased directly from our website. For any refund to be processed, we must have the product back in hand. Returns are sent back to us using [redacted] Smart Post, which can take around 7-10 business to be...

delivered. Once the product has been received the return is processed and the bank can take around 3-5 business days to reflect the refund. We do see that an RMA was set up for you on 11/27/2017 and has been shipped back to us for the refund. Once we have received that product we will be processing your refund. Should you have any question please feel free to contact our customer service.

Dear [redacted],Thanks for getting in touch with us. We are sorry for any delays.Per our limited warranty, we are unable to assist with the damaged device. Our cases do give you great extra protection, but there are many factors that can go into a device breaking, and no case out there can 100%...

assure there will never be damage to a device. All LifeProof cases come with an insert that explains our limited warranty.We can sometimes offer a third party refund on the case itself, though we do need an original purchase receipt, along with a standard warranty photo and a photo of the damaged device. We do understand it is not always feasible for customers to obtain the receipt, but our finance department does require this to generate that refund. In lieu of that, we are happy to get you a replacement case. Under the circumstances, we are happy to get you any case at the same price point as long as you can send us a standard warranty photo and a photo of the damaged device. If the device has already been surrendered for repair or replacement, we can also work with an invoice showing that happened. Please let us know which option might work for you, and please let us know if you have any 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]

[redacted], Thanks for reaching out to us!  I am so sorry for the confusion or misunderstanding.  I do understand that not all online retailers collect sales tax in all states but Otter Products is required by law to collect sales tax on orders placed in a state where we have Otters...

(employees) conducting business, and since we conduct business in your state, we have an "economic nexus" or "presence" in your state.  Therefore, we must charge sales tax.  Again, I am sorry for the confusion!  I do hope this provides come clarity.  Best Regards, [redacted]OtterBox

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing.First off, we definitely apologize if you were having trouble reaching us by phone. Always feel free to try again if that happens: there may have been a temporary error with the phone system, but that...

should not be an ongoing issue. Our number is [redacted] for future reference. We are available M-S 6am-9am MT. I have made an incident for you ([redacted]) and also attached the order invoice for this purchase. We have not made any other hard charges. You would need to reach out to [redacted] for details on what may have happened with this order. Again, we can assure you there were no additional hard funds pulled, though there are sometimes pending charges, but that is something you would need to address with [redacted], and that we are unable to assist with any fees that may have accrued in this process. We strongly encourage you to let us know if you have any additional questions or concerns.Best,Sarah

I am really sorry for the frustrating experience that you had, we always want our customers to have the best experience possible. Please give our customer service center a call @ 1-888-533-0735

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is not to my satisfaction. However, it seems that false advertising is acceptable.  I am attaching a copy of my receipt.
Regards,
[redacted]

All Lifeproof cases come with our 1 Year Limited Warranty that covers any damage or defects in our cases. For any devices that may be damaged while in our cases, we are unable to provide any type of refund or reimbursement for the device. For any cases purchased through [redacted] with TWPP, that...

coverage is different and registration for that must be completed within 14 days of purchase date. Our TWPP department handles all of those and are separate from our customer service department. If you would like to have your case replaced, you may contact our customer service at [redacted].

Dear [redacted],Thanks for getting in touch with us. We are terribly sorry about the difficulty with this order.It does look like the order was lost. We are very happy to get the black [redacted] Fre case out to your again.If you could verify your correct shipping address we can send this out right...

away.Please also know that if you offer us a physical address, we can expedite the order. Please let us know if that would work for you.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because: The warranty claim "service" will only replace the case with the same case.  What goog will that do?  I guess just send a refund on the case.
Regards,
[redacted]

I am sorry to hear that your case did not perform as expected. All of our cases have been rigorously tested and certified with our Certified Drop +Protection. Protection is number one for us at OtterBox where we have a team of dedicated engineers putting each design through 24+ tests and 238+ hours...

of testing. Although your product has undergone extensive testing it may be possible that all circumstances were not measured.   All OtterBox cases come with a limited one year warranty against any damage or defect to the case. Often we are able to extend the warranty for the case past one year as long as there is still inventory available. This warranty is limited to our case. The case does offer an added layer of protection however it is not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/defau...⇄ am sorry for the confusion surrounding the return of the case. We do have automated emails that are issued stating that a return label costs $5. We had already removed the cost of this return label for you however I have issued a full refund for the case and will not require that you return it.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Actually I'm not at all happy and will never use their products again. 
Regards,
[redacted]

Dear [redacted], Thanks for reaching out to us and sorry for any distress you may have experienced. Per our limited warranty, we cannot assist with damaged devices. It does explain this in an insert that comes in each and every LifeProof case. You can find the terms of our limited warranty...

on our website as well:http://www.lifeproof.com/en/policies-and-warrantiesPlease see  LIMITED PRODUCT WARRANTY and Exclusions and LimitationsWe do see we have sent you a replacement on your case. Please let us know if you have experienced any difficulty receiving that. Please let us know if you have any questions.Best,Sarah

In response to the comments from Lifeproof I have attached the photo of the damaged phone and some of the numerous Lifeproof cases that have failed. I would like to restate that I am seeking a refund for the Lifeproof Fre for [redacted] and the Lifeproof Nuud for [redacted].Thank you,[redacted] Attachments areaPreview attachment image1.JPGImageimage1.JPG

Dear [redacted],Thanks for getting in touch with us. We apologize for any distress this may have caused.We do see that as of 04/06/2015, the new case was sent out to resolve your issue. It does not appear that the issues with the case go all the way back to December. We are always happy to help out when cases do not work. We certainly would have been happy to help you back in December if the issue had been going on for that long. At this time, we will not be able to upgrade you to an [redacted] Resurgence case, but we are still happy to get you that 25% discount on a new case.Please let us know if you have any questions.Best,[redacted]