Otter Products LLC

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]

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

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:
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].

Dear [redacted],Thanks for reaching out to us. We do very much apologize if you are experiencing distress over this issue.As we stated before, per our limited warranty, we are not able to assist with damage to the device itself. There are many factors that can go into a damaged device. The case...

is designed to give you extra, added protection, but does not 100% assure you will never experience any device damage.It does look like we sent you a replacement on the case. I am happy to keep an eye on that to assure it does make it into your hands in a timely manner. Please let us know if you have any questions.Best,[redacted]

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].

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]

Dear [redacted],Thanks for reaching out to us and sorry for any frustration this has caused.Also, thank you for letting us know we can use that email to reach out to you through our customer service system. We had been waiting to hear if any of our offers might work for you we bothered you with additional emails from our customer service system. Per your request, I've gone ahead and sent you a request for photos from that incident. To reiterate our offer: we are happy to get you a replacement on your case. You also may qualify for a third party refund on your case.Please let us know if you have any questions.Best,[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.I will take both cases in the white configuration. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I HAVE ALREADY HAD TO GET TWO REPLACEMENTS SENT TO ME FOR THE SAME REASONS , THESE ARE VERY CHEAPLY MADE AND NOT OF THE QUALITY THAT IS DESCRIBED, 
Regards,
[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

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] Look I don't know what this hustle is about but i'm tired of being hustled FRESH PHOTOS WHAT? My store was broken into I DON'T  have time for this mess. The only thing you don't have is the serial#  I sent pix via [redacted] ([redacted]) is my username get them there. I also sent more via e-mail get those too. Nothing has changed. I want you to stop playing these see saw games with me so the Revdex.com can cancel this case. And I am not sending anything anywhere else but through this platform because let you all tell it you haven't received it. I have done all that was asked of me on multiple occasions. At this point it's ridiculous and I promise if I don't get my check to replace this phone by next week Friday I am going to post my entire account on my blog (http://[redacted]/blog) and blast for the next 60 days on social media. I'm tired and this harrassment is enough (SERIAL # [redacted]) THERE IS ABSOLUTLEY NOTHING THAT YOU REQUESTED THAT I HAVEN'T PROVIDED. STOP WASTING MY TIME!!!

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 getting in touch with us and sorry for any delays.I did reach out to our TWPP Department to look further into your issue. I am not finding anything under the information provided. If you could get us your claim number, contract number, original registration number and/or...

the phone number you originally filed your TWPP claim under, we should be able to get some more information for you. Pending what we can find out from that department, we can look further into what we might be able to do to assist you. We can almost always help you out through our standard warranty system to get you a new case if TWPP coverage is no longer in place. Please let us know if you have any questions. Best,Sarah

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.

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]

Complaint: [redacted]
I am rejecting this response because:I need to speak with executive team! Your product ruined an [redacted] 5 and I need toSpeak with the Executive offices about this! There has to be a department higher than your division!! You also arent refunding the total amount my teenager paid for this defective product anyway and that's not satisfactory in this particular case! I don't care what the policy ishow long she had the product isn't the issue, the issue is you sold her a defective product! She needs to have the entire amount paid for the product as issued on the receipt and I HAVE to speak with the CEO at this point! I'm sure they would need to hear about a product you are selling to consumers failing and ruining expensive cell phones!!!
Regards,
[redacted]

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 getting back to us and sorry for any delays.We appreciate the photo documentation of the cases and of the phone. We can see you put a lot of effort into assembling this and we recognize the time it must have taken. We are happy to try and get you a refund on the case, but we still need an essential, nonnegotiable document. (Our finance department could get in trouble with the IRS without it.)Purchase Receipt or invoice:• Purchase date (within the last 12 months)• Case or product that was purchased• Purchase price• Retailer contact information, including phone number• Your handwritten name & current datePlease know as well that we can only refund the case that was on the phone that suffered damage: not for any other case, so we would have to see the [redacted] case receipt and see it was purchased within a year ago. Please let us know if you have any questions.Best,[redacted]