Otter Products LLC

Due to the severity of this situation, we have gone outside of our warranty to offer a refund despite the product being purchased by a third party. Because we have gone outside of our warranty and offered this refund, there is no further steps that we can take to compensate for your damage. Please...

contact our customer service at [redacted] if you wish to proceed with this offer.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. how do I get my new case?
Regards,
[redacted]

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]

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.

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

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I would like to take advantage of otterbox's offer of a new alternate case that matches the retail cost of my old defender case.The Case I would like in return for the damage on my [redacted] is the following;AGILITY PORTFOLIO + SHELL - [redacted] SKU: [redacted]
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.

Complaint: [redacted]Although you may have replaced your ineffective non- drop proof case, as it claims,  I'm still have an expense to replace my [redacted] phone retailed over $800! I would not have invested $100 product to protect my merchandise.  As a retailer,  or a company who wants to maintain a reputable relation with consumers,  your company has an obligation to standby your product claims.  If not,  remove the LIFE PROOF rubbish and sell as a normal case like your competitors.  And speaking of  case you replaced,  I'm am older woman.  What do I want with a neon green case,  when the one I purchased was black/ gray.  Again... failure to meet the needs and exceed customer satisfaction.  
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted],
Thanks for getting back to us and sorry for any distress you may be experiencing.
As stated before, our cases are designed to give you extra added protection, but no case can assure you will never experience damage to your phone. Like with packaging on a shipment, you do want to pick the best box possible, but you still would be advised to get insurance on the shipment. So it goes with phone cases. There are many factors that might contribute to a phone getting damaged. We are certainly not trying to be deceptive. 
We really do apologize that it has been a stressful experience. 
Our offer to replace your case is still on the table. Do feel free to get in touch with us should you decide to go that route.
Please let us know if you have any questions.
Best,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.All of our cases are protected by our warranty. If your case is ever found to be damaged or defective, we’re happy to replace itfor you. We are not seeing an incident for you: perhaps it was under another set of contact...

information?While the warranty is officially offered for one year from the purchase date, we are happy to replace your case as long as we haveparts available, no matter how long ago you purchased it. We do have a nominal shipping and handling fee of $2.99 for processing that. If this has been distressing for you, we may be able to waive that on a one-time basis, but we need to find your information in our system to get that waiver in place. Please let us know if you have any questions.Best,Sarah

I am sorry that the case did not perform as expected. I will forward all of your observations and concerns to our marketing department for review. If any adjustments to the wording need to be made we will make them. In the mean time we are able to replace your case with the same case or a different case of your choice.

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may have experienced.We can see you purchased the case from us back on October 3, 2014. While we are outside of the 30 day return period on the case, we are happy to assist you in the form of a warranty on the case....

While we do understand that you may not have experienced any damage to the case itself, we still would be very happy to replace the whole case through a warranty claim. Please let us know if this is something you may like to do and we can assist you in getting that process rolling.Please let us know if you have any questions.Best,[redacted]

Complaint: 10876081
I am rejecting this response because:The response is just an even more in depth explanation of their limited warranty. If you have an exclusive partnership with Verizon to offer the TWPP, then that should be advertised as so. I looked all over the website and only found out about it because my Best buy case didn't have the card to offer the protection. It's absolutely ridiculous that the company doesn't advertise these things just so they can sell more product through other vendors. I'm pretty positive I'm not the only one with this complaint either.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This is very unfair so I am writing to the CEO as well as the Chamber of Commerce in Ft. Collins, CO.  Thanks yhou.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
ON-LINE QUOTES:
What it means to the rest of us:
Your device is safe from water and dirt. You can dunk it in water. You can drop it in the dirt. 
What it means to engineers:
IP-68 is the international standard for water and dust ingress protection. IP stands for Ingress Protection. 6 is the highest rating for solid particles. 8 is the highest rating for liquids. IP-68 rated enclosures can withstand circulating talcum powder for 8 hours, and water immersion to 2m for 1 hour.
A final word on water: we water test every case we make. If it leaks, we scrap it. We do this to give you the confidence that your phone or tablet is 100% protected.
Our Promise LifeProof products are sleek, elegant and beautiful. By delivering capabilities and freedoms you never thought possible, we take the worry out of living your lifestyle. We promise premium performance, superior quality, exceptional value and excellence in every dimension of your LifeProof experience.
Mishaps Accidents happen, and at some point, they happen to the best of us. Drops, fumbles, dunks, spills and splashes are just part of life. And, though we do our best to avoid them, even minor slips can cause major device damage. LifeProof delivers the oops-proof protection you need to take the sting out of the day’s missteps, mishaps and misadventures.
I will not take your offer for a free new case!  I am and will not refer your product to anyone.  The box is very deceiving to customers, and apparantely my [redacted] Store Employees, which they decided to not sell my the phones insurance because it says ON YOUR BOX that it warranties the device up to one year!!  You keep saying you promise this, you promise that.... What happens when your product BREAKS ITS PROMISE and ruins someones EXPENSIVE phone because the PROMISE didnt live up to its WORD!  In MY WORKPLACE, my customer will get the product if we break our promise.  I will GO TO EXTENTS with this to get my phone repaired by either you or [redacted].  [redacted] sells your product, so you probably have a contract with them, its a phone call away to them to get this resolved NOW, because again, I will go the distance if I have to, I can PROMISE YOU THAT!  Get this resolved, or I will take the next step
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I see now that you have no intention of making this right and I will not settle for nothing.  You have done nothing to rectify this situation and I am deeply disappointed.  I do not see how a refund or replacement of the case is going to correct the matter.  My phone is broken, not the case.  I see you do not stand behind your claims of drop testing and such.  This is a disappointment.  
Regards,
[redacted]

While we are able to replace our product under warranty, we are not able to repair, replace or refund any products that we do not manufacture. The language of our warranty can be found on our website (https://www.lifeproof.com/en-us/global-warranty.html). Please let us know if you would like to...

replace your damaged case under warranty by giving us a call at 1-888-[redacted].

Dear [redacted],Thanks for reaching out to us. We do apologize for any distress you may have experienced.We do first want to mention, after seeing the notes in the original incident, we are happy to help you with a warranty claim on your case. We want to be clear that with any continued legal threat,...

we will have to refer you to our legal department and will no longer be able to help you here in customer service.That said, to explain again, per our limited warranty, we are not able to assist with any broken device. There are many factors that can go into a broken device. What we can do is assist with getting you a new case.If you would like to proceed with a replacement on your case, we will be happy to help.Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]I am rejecting this response because:It's exactly the response I would expect from a company that knows its products are defective, and is trying to protect their net profit. LifeProof obviously won't provide a refund because providing refunds to every dissatisfied customer would hurt their bottom line. If this wasn't true, they wouldn't have a problem with providing a refund. It's just that simple. When a company in confident in their products, and stands behind them, they know a refund here and there will not affect their net profit. In fact, the act of providing good customer service will improve sales.    I know from experience that there are many companies that would provide a refund in this situation. I guess LifeProof doesn't acknowledge implied warranties. And, I didn't see any warnings on the box that say, "WARNING: Our products severely distort/muffle sound, rendering any verbal communication impossible." Had LifeProof communicated the truth about the performance of their product, I would NOT have bought it.I expected this product to work. It doesn't.I have sent two emails to LifeProof. If they have no record of this, it's just another example of shortcomings on their end.Given the quality of their products and customer service, why would I want to exchange this defective product for another. I will pay to ship the case back to them, but I want a refund. I want this dispute escalated to a higher ranking customer service rep or manager at LifeProof. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response but obviously you don't care or stand behind your products.... this product has an obvious design flaw considering all of your products have the ability to be water tested except for this product.  I also find it very interesting that all of your cases (when purchased at Verizon) are covered under the Water Warranty Plan EXCEPT this case...you need not reply any further given the fact that this complaint appears to be going no where and will never be resolved, I do not need a new case since my [redacted] is ruined nor would I want a new case given the fact that they are horribly designed.
Regards,
[redacted]