Otter Products LLC

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]

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.

LifeProof is only able to provide a warranty for the cases under our manufacture warranty. Our Total Water Protection Program is handled by a different department and we are not able to assist with the coverage offered by them for the device. We would be able to assist with our warranty...

coverage for your case, which can be done either from our website lifeproof.com or over the phone with one of our customer service agents at 888-[redacted].

Hello [redacted], 
I was not able to find any record of your purchase in January. Do you happen to have the original order number? I have created an RMA for the order that you placed on 7/15. You will receive additional information regarding the return and a shipping label by email. I have...

waived the return shipping fee for the return. 
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with the device. Our cases do give you great waterproof protection, but there are some rare instances where an unusual and unprecedented set of circumstances result in the case not...

offering maximum protection. It does look like we already offered a third party refund on the case. We are still happy to do that for you once you get us the requested information.Please let us know if you have any questions.Best,Sarah

Dear Alex,Thanks for reaching out to us and sorry for any delays.The order we sent was [redacted], with three (3) @ [redacted], GUHA for [redacted].The order in the photo is 0017356843 and looks like it was meant for another customer. We are sorry about the mis-shipment. I placed another order for you for those three GUHAS for the iPhone 6/6 Plus. The order number is 0017437721.Please let us know if you have any questions.Best,Sarah

While we understand that it is frustrating to received damaged product in the mail. We are committed to sending a product that will work for you, but are unable to issue a refund a case that was purchased more than 30 days ago. We would gladly send you a troubleshooting guide to help alleviate issues with sound quality that you have reported, as sometimes it can be an install issue that causes the membrane over the microphone to bulge out slightly and limit sound from passing through without interference. Our friendly customer service agents would gladly help you with this if you give us a call at 1-[redacted].

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We definitely apologize for the extra time the express shipment has taken. I do see we gave you an extra 10% discount due to this issue. The reference for that refund is [redacted], and it should show up 5-7 business days...

from the day it was processed. It looks like the package is expected to be delivered today, and we quite honestly do not have a way of getting you a package faster than Monday if we were to ship one out right now. Also, during the holiday season, at that time of year with possible inclement weather, we can't 100% assure exact delivery dates at all times. Please let us know if there are any further delays on your package and we will then see what we can do.Best,Sarah

Hello [redacted],
I am sorry that your husbands phone was water damaged while inside the Lifeproof case. Under our Limited Product Warranty we are more than happy to replace his case for free. However, our product warranty is limited to the products we manufacture. This means any not manufactured by...

Lifeproof, such as your device, is not something we can replace, refund or reimburse. It is stated in our Limited Product Warranty online that we aren't responsible for the device. Here is the full Limited Product Warranty link.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
We do advertise our cases as water proof as we have passed industry standards for what constitutes water proof. In addition to passing these industry standards, we test all cases before sending them out, with a suggestion of doing another water test once the product has been received by you. It is rare when a phone is damaged inside the case, and while I wish we could help under our warranty, we simply don't manufacture that product so we can't assist. This is why we set up our TWPP or Total Water Protection Program to aid in these matters. This is optional insurance for your phone and is limited to water damage only. This is something we offer at Verizon stores only, and the product and phone must be registered within 14 days of purchase. Since the TWPP plan wasn't purchased with your case, we are unable to aid in this optional and additional insurance claim.
It does appear that we have sent you a new case under our free of charge warranty. You should receive an email with the order number and once the item ships out a tracking number. 
Sincerest Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The Complainant detrimentally relied upon the representations of LifeProof d/b/a Otter Products, LLC., by and through its deceptive marketing and advertising practices. Further, the Defendant has a duty to honor the covenants stipulated to by contract with the Complainant. Failure to acknowledge the said covenants provides the right of the Complainant to pursue the Defendant in a court of competent jurisdiction for any and all remedies available by law.
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case. All of our cases come with a limited one year warranty that covers any damage to the case. Each of our cases is water tested before they leave the factory. We ask that each of our customers complete a water test upon...

receiving the case and at regular intervals through out the life of the case. Should the case fail we are able to offer a replacement case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
It is my understanding that Otter is offering a refund, which is what I had requested.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
How do I follow up with Otter LLC to get the refund they offered for the Lifeproof case?
 
Will they contact me directly?
 
Thanks,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I filed a complaint through the Revdex.com months ago.  I did exactly what was asked one at that time to receive my refund.  Please explain to me why I must do it all over again? Why was I told on October 22nd, via customer service rep by fail and verified by email that the refund was issued? Why are you ignoring your negligence? I will happily forward the email you've sent to me multiple times about this refund and now suddenly it wasn't done?  That's a lie,  or all of my correspondence from you by phone and email was a lie? I don't have time for this nonsense.  My next stop is a lawyer.  Your packaging has a money back guarantee. Your item failed me in JULY. I contacted you THE NEXT day and it's January and I'm still dealing with this!?  How about YOU contact that number and ask them where my check is,  and find out why your employees can't do their job.  I'm not making another 45 minute phone call to you,  where I'm transfered,  hung up on,  given the run around ALL THE WHILE APPARENTLY YOU PEOPLE LIE ON THE PHONE.  How about you get your stuff together,  find all of my information and correspondence since my last Revdex.com complaint (where you said you were issuing the refund) and YOU CALL ME.  [redacted].

Complaint: [redacted]
I am rejecting this response because:1) The email for pictures was not sent in a timely manner; to date, I have not received an email about this issue.2) The agents I spoke with did not advise me that the email had been sent; perhaps it was because they were too busy lecturing me, and/or hanging up on me?If Otterbox would like to resolve this issue, the information needed can be found in this dropbox folder: [redacted]Email correspondence will be handled through my personal email, [redacted]. In the future, I strongly recommend that you treat your customers with respect, and have a conversation with them. It constantly amazes me how simple customer service can be, and how often some nitwit messes it all up with their terrible attitude, their control complex, and/or their poor grasp of the English language. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:    This product is said to protect against water and it did not.  That is false advertising and a failure to deliver on your promise.  Your response is not acceptable,  but what I though it would be.  I hope this complaint stays on your business so others know how much you really back your product and it's claim.
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any damage to the case itself. Unfortunately the warranty does only cover the case not the device inside of the case. While we do extensive...

testing to ensure that we make the best product possible we are unable to protect against every circumstance. For this reason we ask that a customer complete the water test when the case is received and at regular intervals through out the life of the case to ensure that the case remains functioning correctly.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
So that I am in full understanding, I am to provide a receipt of device repair/replacement along with pictures of the broken device with current case? Am I correct? I am more than happy to do this. Please correspond to my personal email for receipts. Attached are the pictures of the current device and case.
Regards,
[redacted]

All of our cases come with a limited one year warranty that covers any damage to the case itself. While our processing time is generally 48 hours from the time that the order was submitted we have been experiencing high volumes that have extended our processing times. We are working as quickly as...

possible to process warranty claims in a fast and efficient manner. I am sorry for the delay and the frustration that the delay caused. I do see that the supervisor you spoke to expedited the shipping on your first order, placed a second order for you and waived the standard shipping and handling fee on both orders. The first order now has an estimated delivery date of 8/30/16 and your [redacted] tracking number is [redacted]. The second order is experiencing the same delay in processing however we are working to process it as quickly as possible. As soon as the order processes and ships you will receive a [redacted] tracking number with an estimated delivery date. We strive to have the best customer service available and I am sorry that what you experienced was anything less than that. All of the phone calls will be reviewed and addressed appropriately.

Please let me know which case and for which device you would like to receive. We will process and deliver the request as quickly as possible.