Otter Products LLC

Dear [redacted] , Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we are unable to assist with devicesThis information is readily available on our website:https://www.otterbox.com/en-us/warranty-full.htmlWithout photos or further information, we are not totally clear on the nature of your concernWe can say that there are some features on certain devices that may, occasionally, with different types of environmental factors, allow the development of small marks on the deviceThese factors may include weather, exposure to solvents, temperature and handlingA case may or may not also be a factorThere usually is not one culpritWe also, as stated before, don't really have a lot of information on your specific issueWhile we cannot assist with the device, we can, if you like, look into getting you a refund on your caseThis 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 (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 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current dateOnce we get these items, we can refund the to-the-penny pre-tax amount of your casePlease let us know if you have any questions.Best,Sarah

Revdex.com: I have reviewed the response made by the business, and appreciate their efforts to seek a compromising resolutionUnfortunately, good customer service is not always about compromiseWhen a customer has purchased a defective product, I believe that customer is entitled to a refundAs I have mentioned several times now, I have since purchased another case that works much better than the LifeProof case, and I have no need for an exchange, nor, would I want to use a product from this company given their unwavering adherence to "policy." When a company adheres to policy, regardless of circumstance, it is a very clear message that the company cares more for its bottom line, than it does for its customersI firmly believe that policies should never compromise the fair and decent treatment of a customer, and I will never support, nor use the products of a company that believes otherwiseI believe every company deserves a chance to right a wrong, but at a certain point, it just makes sense to drop the issue, and move onThe $dollars that I spent to purchase this case, was money I worked hard to earnI could have purchased any other case with this money, but I trusted the Lifeproof brand over all the othersThat trust is gone, and I have no doubt that LifeProof could care lessThere are many companies that will accept that they have failed to meet expectations, and are willing to let go of policy, and treat the customer as a human, and not just another source of a dollarIn my experience, some of the biggest brands do just this [redacted] , ***, [redacted] are companies that I have experienced exceptional customer service from, and its these companies that have shown me what exceptional customer service is This issue is not worth any more of my timeI have no doubt that this issue is far from being a unique caseIf it was unique, LifeProof would have no need to adhere so stringently to policyThe LifeProof and OtterBox brands are trashed in my mind, and I am sure, from the poor reviews online, and the complaints I was informed of at [redacted] , that many customers feel the same way Using common sense, and an understanding of basic morality, it's easy to deduce that LifeProof's actions will only serve to tarnish their reputation and their brand, and ultimately lead to diminishing market share This issue is resolved, not to my satisfaction, but to theirsAnd clearly that is all they care about Regards, [redacted] ***

Internet purchase fraud Otterbox Order Number: [redacted] Order Date: 01/08/ SERIALIZED OUTR PLSTC SAM COM GALXY SEDGE WHETSTONE BLUE Item No: [redacted] SLIPCOVER SAMSUNG COM [redacted] SEDGE BLACK Item No: [redacted] Received SERIALIZED OUTR PLSTC SAM COM GALXY SEDGE Bahama BLUE SLIPCOVER SAMSUNG COM [redacted] SEDGE BLACK Item No: [redacted] Do not want Bahama Blue case Reported incorrect product to Otter Products on Aug 17, (Incident [redacted] ) and have been in email discussion with '[email protected]' ever since Otter Products claims to not have Whetstone Blue available now and is not responding positively to repeated requests for a refund of the purchaseOtter Products Customer Service repeatedly attempted to force me to accept Bahama Blue case; even when I repeatedly declined that product Otter Products online refund system is not working, it stops to function after the order number has been input and proc

Dear [redacted] ,Thanks for reaching out to usWe are sorry your experience has been upsettingI am seeing that we did just today order you a third replacementWe know that the case has not been to your satisfactionWe definitely appreciate your letting us know of the defects you have seen on the product you have had, and will pass notes on this on to our design teamAs for the issue with the lightning port, we are not able to design our cases to accommodate third party accessories, but we will definitely, as a courtesy, pass your concerns on to our design teamIt does look like you still qualify for a refund on the case, for order [redacted] We could possibly set that RMA up for you if you likeWe would, as a rule, need to get the three cases already sent to you, along with the original case, back to process the RMAThat includes getting us the one that is now going out to you todayPlease let us know what might work for you.Best Regards,***

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

Dear [redacted] ,Thanks for reaching out to usWe do apologize for any delays.We definitely are not trying to be difficultOn the contrary, we are wanting to assist you in getting us the best possible paperwork that will assure this be swiftly processed by our finance departmentThey have specific guidelines they must abide by in any refunds they issueFor third party case refunds we need verifiable receipts of purchaseI am fairly confident that [redacted] can regenerate this for youBear in mind that not all customers quality for third party refundsIt is a special exception and we need to have the paperwork in a pretty exact formatOnce you are able to get that correct receipt to us, we are happy to get that third party refund processed for you.Please let us know if you have any questions.Best,Sarah

My mother and I went to [redacted] and bought her an Otterbox case for her *phone [redacted] in December Her phone's screen doesn't register she's touching the screen due to the case's plastic screen protector She's had Otterbox cases before, including up until the day she bought a new case in December and never had a problem touching the screen I e-mailed Otterbox on December 30th but did not receive a response

Complaint: [redacted] I am rejecting this response because:This case was supposed to protect the phone I believe it is good business to back up your product The phone should've been protected from the minimum amount of water that the case came into contact with The Phone was very expensive and I want compensated! Regards, [redacted]

Hello ***, I have reached out to you through email and received the copy of the receipt for the purchase of the case At this point in time, we have everything we need to get the refund created and sent over to the Finance team for approval If you have any other questions, please let me know Best Regards, [redacted]

Complaint: [redacted] I haven't decided my response because I am confusedWill all three things but done for me or I have to pick one of the optionsIf so ----(We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.) Those this mean that my [redacted] will be replace? Will the $debuctible be paid by LifeProof? If I do what option request? Regards, [redacted]

I promise I have not received anything requesting anythingMy e-mail address is ***@ [redacted] Please provide an e-mail I can send items requested to The phone is currently still in the case and shatteredIt is being held together by the film over shattered glass and two pieces of tape I applied right after the incidentIf I even attempt to move the phone it will cause personal injury to me by the glass pieces injury meBut here are all other things requestedStandard Warranty Case Photo:•Your entire case, including parts that are not damaged CAN NOT PROVIDE (POSSIBLE PERSONAL INJURY)•Any design or pattern on your case, such as camouflage N/A•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 months)•Case or product that was purchased•Purchase price•Retailer contact information, including phone number•Your handwritten name & current dateAND you can verify all everything is true and mine from my [redacted] account when I posted the picture and initially contacted you all (@ [redacted] ) Check [redacted] for all verification.Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

I'm looking into our credit card processing system, and seeing your original charge has been returned to your bank as of 2/15/If you contact your bank with the Merchant Reference Number of [redacted] , they should be able to show you where the funds have been returned to your accountThe credit of $was transmitted on February 15th, 07:13:pm EST.Please contact our customer support at 1- [redacted] if you have any further questions or concerns

Water proof case for cell phone purchased and instructions followed Testingredients did not show issue, however, within the week the [redacted] is ruined Called Lifeproof and they do not pay for phone if their product does not perform as advertised Costs me to replace

Hello [redacted] , I apologize for the inconvenience with your case having issues and with the warranty process I am also sorry that the warranty replacement was not expedited out to you when you were told it would be At this point in time since you have two cases (the original defective one and the replacement), we cannot just issue a refund, but if you would like for us to set up a return for you so you can send the products back to us for a refund, I would be happy to do so At this point in time, that would be the only way for us to process a refund for the case, so if you would like for me to set that up, or if you have any other questions, please let me know Best Regards, [redacted]

All of our cases come with a limited one year warranty that covers the case if it should become damaged or stop functioningWe make our cases as durable as possible and perform extensive testing to ensure that the statements we make are accurateWhile we try to offer the most protection for our customers and their devices we can not guarantee that a device will never become damagedOur warranty only covers the case not the device inside of the caseWe are able to offer replacement cases and to waive our standard shipping and handling fee but will be unable to offer any compensation for the device itself

Dear [redacted] ,Thanks for reaching out to usWe are sorry for any distress this situation may have causedPer our limited warranty, we are unable to assist with devicesThe case is not an insurance policy on the device and the warranty is only for the case itselfYou can read up on this policy here:https://www.otterbox.com/en-us/warranty-full.htmlOur cases do give you extra, added protection, but there is no case out there that assures you will never have damage to a device, and while we do design for sharp fallsThere is especially not a case out there that can absolutely prevent a device from breaking on a fall out of a truck onto concrete or asphaltWe do not anywhere promise you will never have damage to your deviceWe do appreciate the passion of your argument that we need to help you out with the device, but please understand this is simply not something we can ever doWe are standing behind our product by our warranty and we are going beyond by offering a refund on your caseWe stand by either one of those offersPlease let us know if you have any questionsBest,Sarah

Dear ***,Thanks for getting back to us and sorry for any delays.We are very happy to explain a little bit more about the warrantyProduct warranties, by federal guidelines, are pretty much always for the product the manufacturer has madeWe don't manufacture devices so we don't warranty devicesThe case is also not an insurance policy on your deviceWe appreciate the passion of your argumentThat said, bear in mind we do not promise anywhere that your phone will never suffer damage or that we replace devicesWe are still very happy to get you a refund on the case if you can locate the receipt and the case was purchased inside a yearIf not, we still extend that offer to get you any two non-battery cases you likePlease bear in mind that the tablet cases, especially, have a pretty high MSRP and that we are happy to extend this offer for a year.Please let us know if you have any questions.Best,Sarah

I have contacted our Total Water Protection Department and was unable to find any record of registration with the contact information providedPlease provide proof of registration in different contact information, the registration number or the emails verifying that registration for the Total Water Protection Program is completeAs soon as additional information is provided I will be able to continue to look up the registration record

Complaint: [redacted] I am rejecting this response because: Whats makes your product better then a $flea market case, it's otterbox's claim that it "protects agains drops"If you do not cover the products inside your case, then you need to make damn sure you let the sales associates at [redacted] know this, and that they need to inform customers that you do not stand behind your claimsBecause what is in your warranty is not what [redacted] tells customers If you produce as faulty case, as [redacted] said it was, then you are liable for the product that was damaged because you produced an inferior product Regards, [redacted]

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