Otter Products LLC

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

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]

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: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]

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 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

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 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]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.To address your concern: we are simply unable to do third party refunds. Even if the case was purchased from us, we are not able to do refunds outside of 30 days from purchase. While we do understand you are frustrated by...

the situation, we are happy to keep working with you on a replacement until your issue is resolved. For this next warranty, we are even happy to waive the shipping and handling fee, and even get you any non-battery case you like. These are both one-time exceptions, and both go outside of our standard warranty process.Please let us know if you have any questions.Best,Sarah

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: 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]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]

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]

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 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

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]

Complaint: [redacted]
I am rejecting this response because I want the money back for the case and the phone ($749.99)your product ruined. I sent you the receipt for the phone to from apple store.  If this can not be settled through Revdex.com then I will have to take further legal action.  Especially for the distress this has caused my 16 yr old child that paid for the phone with her own money!!!
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]

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]

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]