Otter Products LLC

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

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]

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.

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

[redacted]
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[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: 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]

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]

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.

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]

[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

I purchased an Otterbox defender [redacted] plus all black case in October 2014. The case is defective and the company verified that the cases were manufactured with a trampoline defect and that I indeed purchased and received a defective case. I received an replacement case in February 2015 and this case is also defective. I called again and told them that I didn't want another Otterbox case. I was told that I would receive a Lifeproof case, but it has been over 4 weeks and the case is still on backorder, with no estimate time of arrival for the case. Meanwhile, I am missing calls on my phone because I am unable to answer my phone. I had a family emergency last week and several times I could not answer my phone. I was told that I cannot receive a refund, but they would be more than willing to send me another case, but is would not be the color I ordered. Otterbox received my money without any issues, but wants me to keep a case that I cannot use, send me a case that is not what I ordered, or have me wait for a case that they have no idea of when it will be available for delivery. This is totally disgusting, unprofessional and unacceptable. I was accused of not buying an Otterbox case from Otterbox. It was defective. [redacted], who was responding to my first complaint, lied and said I never bought this case directly from Otterbox. I have a copy of the receipt that came DIRECTLY FROM OTTERBOX. Who is the liar now?!?!?!I want a refund.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with the device. I am happy to link to the text of that limited warranty here:http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and...

LimitationsWhat we can do is offer a third party refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it: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   Your handwritten name, current date, and signature   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)3) 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 let us know if you would be interested in proceeding with this, or if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: You people are ridiculous terrible customer service! Here's a picture of what I'm dealing with!
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays. Per our limited warranty, we cannot assist with devices. Inside each and every LifeProof case is an insert, and in that insert it is explained that the LifeProof warranty does not cover devices. The case does not act as an...

insurance policy on the device, either, though we are sorry if you understood there to be implicit coverage. You can read about our limited warranty here:https://www.lifeproof.com/en-us/warranty-full.htmlThe case is meant to give you extra, added protection, but there are still events that may happen that lead to screen damage, such as a series of small but significant impacts that had gone undetected before the final fall (e.g. keys hitting the screen in a purse). We do see we have sent you a replacement case. Please let us know if you have any trouble receiving this package.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]

Complaint: [redacted]
I am rejecting this response because:I was still under the impression and was told that otterbox cover damage done to phones while on the case, I have called [redacted] and a screen replacement is $130 which I would like to be paid for since the case did not hold up as advertised and as I was told it would
[redacted]

Hello [redacted],
I am sorry that your son's phone was damaged while inside the case. Under our warranty we are more than happy to replace the case free of charge. We have tested and passed industry standards for what constitutes shock proof. Since we have passed those standards, we do use this wording...

in our advertising. Cracked screens while inside the Lifeproof case are rare, but despite the rarity we are unable to assist with the device replacement, refund, or reimbursement. Our Limited Product Warranty is limited to the products we manufacture, and do not extend to other products. This means any product manufactured by anyone other than Lifeproof, such as your son's phone, is not something we can cover. We do state on our packaging and in our booklet that came with your case that we have a Limited Product Warranty. We do state in full on our website what the Limited Product Warranty does and does not cover. If you would like to read our warranty in full, please see the link below.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
What I can do for you is replace your case free of charge. I will simply need your son's case color and case serial numbers. Once I have that information I can move forward with your warranty and send out the new case with expedited shipping.
Sincerest regards,
[redacted]

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

Dear [redacted],Thanks for letting us know of your distress and sorry for any misunderstanding about our warranty policy. There is no statement in our packaging that will warranty or insure the device, and we apologize if you were misled in any way that we might. Per our limited warranty,...

we cannot assist with the device. We do try to give you extra, added protection on your device. There is no case out there that will assure there will never be damage to your device, and no case can assure for every possible combination of conditions in a fall, such as speed, velocity, surface temperature, or pre-existing defects to the device. It does look like we have offered you a third party refund on that case. We are still eager to assist with this. We just need the requested information to proceed on this.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.
Regards,
[redacted]