Otter Products LLC

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 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]

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]

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]

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

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!!!

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 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]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. However, I reserve any and all rights against Otterbox should I not receive the refund check.
Regards,
[redacted]

Dear [redacted],Thanks for getting us those photos. We are happy to let you know what we can do for you.While we cannot assist with the device, we are happy to offer a third party refund on the case. The case photos are good. We are happy to so far work with the provided information on a good faith gesture about your repair, even though we usually need a photo of the invoice if a photo of the damaged device cannot be provided. The last piece we need is an itemized receipt for the purchase of the case. We are aware not all customers are able to provide this, and not all customers qualify for a third party refund for this and other reasons. That said, if you can get us that, we are happy to give you a to-the-penny pretax refund for the amount you spent on the case. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: I believe this is false advertisement and the case did not do what was supposed to do, protect my phone. The advertisement says very clearly, in many different places, how my phone is protected by this case. In my case it very clearly...

states that I could submerge my phone in water I don't have to worry because it'll be protected. Considering my phone and case was NOT ever submerged I feel like I should be compensated for a replacement phone because the case didn't even come close to doing what is promised. 
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any distress you have experienced.We did already process a third party refund on your case: reference number 0080012696, for $67.99, the original cost of the case. We actually made a very rare, one-of-a-kind exception to get you that third party refund at the two-year mark from purchase. We are generally very strict that a third party refund cannot happen outside of one year. We do hear that you want an executive to contact you, but please know we are as high up as you can go within customer service. Do know, as well, per our limited warranty, that we are not able to assist with any device. http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and LimitationsPlease 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.
Regards,
[redacted]

While we are able to replace the cases that we manufacture under warranty, we are not able to replace or repair any products that we do not personally manufacture. Our specific warranty language can be found here: https://www.lifeproof.com/en-us/global-warranty.html It sounds like you are...

inquiring about the Total Water Protection Plan, which is only available with cases purchased directly from a corporate [redacted] store. This added protection plan is not directly through our company, and is a joint venture with [redacted] Wireless as an insurance policy. Cases with these registration cards are only found at [redacted] stores and are not available on [redacted].

[redacted], I am so sorry to hear about your [redacted] being damaged.  I certainly understand how you must be feeling and would love to try to resolve this situation.  I believe one of our representatives may have misunderstood your situation and provided inaccurate information. We can...

absolutely replace your case, free of charge.  We will just need a photo of the case with some handwritten information as well as the case serial numbers.  I will be re-sending the email that requests photos from your original warranty claim.  You can provide the photos directly through that email.  Unfortunately, our warranty does not extend to the [redacted] device, itself.  Our limited warranty covers all products that we manufacture.  Because we don't directly manufacture the device and due to the vast number of variables associated with device damage, we are unable to provide compensation for the phone.  I truly do apologize for the circumstance and for the hassle involved with this warranty claim.  As soon as we receive the photos, we will get your replacement case out and on its way! Sincerest Regards, [redacted]OtterBox

Complaint: [redacted]
I am not actually rejecting this response because:  I am not actually rejecting the resolution. However, I would like to await the outcome and see if the refund is actually processed and sent.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any disappointment regarding this warranty claim.The LifeProof warranty is for one year. After that, we cannot assure we will have a case in stock. This is based on simple supply and demand: we cannot continue to manufacture a case for a...

phased-out device due to low demand for that item. If you did purchase the case under a year ago and can show us that purchase receipt, please let us know.If the case was purchased over a year ago, we can go outside of our warranty and get you any non-battery case you like. Bear in mind, since the warranty is for just a year and is usually only for the case you have, this is a fairly big exception. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: this was already provided to the business I would like a phone call I have attempted to contact numerous times but have been put on hold for an average of 45 minutes 
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We do require getting the serial number to authenticate the case. It does sound like there is no serial number on this case, so the next thing we do to authenticate the case is to see an itemized receipt from the retailer. We...

are not trying to give you the run-around. Case authentication is a critical step to our warranty process, and ultimately keeps costs down for the consumer. What I will do is get the information we have over to another department to try and get to the next step in the warranty process. I will send an email from your original incident informing you as much.We may still need additional photos of your case, pending what we hear from that other department.Please let us know if you have any questions.Best,[redacted]

For all products manufactured by Lifeproof, we offer a 1 year Limited Warranty to replace that product should any damage occur to the case. Lifeproof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Lifeproof. For any refund on products, we will...

accept returns within 30 days of original purchase only if the product was purchased directly from lifeproof.com. We do ask any of our customer to visit our website at www. lifeproof.com/policies-and-warranties for more information on our warranty. If you would like to go over any additional options, please contact our customer service at 888-[redacted].