Otter Products LLC

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]

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]

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: 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. 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]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.If you have not heard back from us within 2 weeks on a warranty issue, it is advised you then give us a call. You mention you filled out two warranty forms but we only ever got one from almost a year ago. We asked for photos in the...

correct format and we never heard back from you. Was there a reason you never got back to us when so much time had passed?You are technically outside of warranty. We also do not do third party refunds. Due to the passage of time, we no longer have your case. I am willing to help you out and send you out any other case we have for the [redacted] (no shipping and handling fee, no additional photos required) just to help you out. Bear in mind this is a huge exception due to the amount of time that has passed, the fact that our process has changed and the fact that you are now outside of warranty.Please let us know if you have any questions.Best,Sarah

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

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]

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

Dear [redacted],Thanks for reaching out to us and sorry for any distress this may have caused.Since we are seeing how upsetting this has been for you, I have gone ahead and processed a request for a refund on the case. There is a slight chance the request may have trouble going through but I will definitely go to bat for you if there are any concerns. The reference number for this is [redacted], for the amount of $89.95. These refunds are issued in check form.Please let me know if you have any questions.Best,Sarah

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 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

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]

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

Revdex.com:Dear Sarah,Thank you for your reply.The case is for an [redacted], not an [redacted].The product code on your site is - [redacted].The postal address is correct but a more secure option would be our post office box with ID required on collection.This address is: [redacted]   [redacted]I have reviewed the response made by the business, and find that this resolution is satisfactory to me. 
Kind regards,
[redacted]

Dear [redacted],Thanks for getting back to us and sorry for any delays.Again, per our limited warranty, we are not able to assist with the device. We are especially sorry if there were any misunderstandings as to what our warranty covered.You can read over the details here:https://www.otterbox.com/en-us/warranty-full.htmlWe are definitely happy to help out with a replacement on the case. As mentioned before, if you could let us know when and where the case was purchased, we may be able to see if there are other options. Specifically, we can under some circumstances offer a third party refund on the case. for that we need an itemized receipt of the original purchase of the case, showing it was purchased within a year ago. We have the rest of the information we need.Please let us know if you have any questions.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]

[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