Otter Products LLC

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 very sorry for any delays.It looks like we already took care of that issue with the fee waiver in incident [redacted]. We waived it again in [redacted], but that was a different issue as it looks like we ordered the wrong color the first time, and we take...

responsibility for the error. This fee waiver is generally something we can only do on a one-time basis. Please let us know if you have any questions. Best,Sarah

[redacted], I do apologize for the confusion about your order and our processes!  I was able to find your order in our system and it appears that you ordered our Defender Series case for the[redacted].  I can re-send the order confirmation to show that the product purchased was for...

the [redacted] if you would like.  If the order had been placed for the [redacted] case and an [redacted] case had been received instead, we would be more than happy to send out the correct case at no charge.  However, because the order was placed for the incorrect product, we will have to proceed with a Return and a new purchase if you wish to get the [redacted] case. I do apologize for any inconvenience.  You are correct in that we do not have an exchange program for the time being but I can absolutely set up a return for you.  For all returns, we send a pre-paidshipping label (which deducts a $5 fee from the refund amount) which allows you to send the product back easily for a refund of the product cost.    We do truly appreciate your business and I hope this provides some clarity for the situation! Please let us know if you would like to proceed with the return of the product. Best Regards, [redacted]OtterBox

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].

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, and as we stated before, we are not able to assist with the device. This is explained in an insert that comes with each and every LifeProof case. That said, we did receive your paperwork for the third...

party refund on the case. Thanks for that! We did process refund, reference number 0080012481, for $79.99 USD. That will be getting to you in check form in about three weeks. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because: the seller's website and product packaging clearly state they their cases protect against exactly what happened to my phone.  If their cases do not protect against this they should not advertise that they do.  If they advertise that their cases do what they say, they should stand behind their cases.  This is clearly false advertising.My expectation is that I am reimbursed $120 for the screen replacement and $42.99 for the case.  I don't know anyone who would put one of their cases on a repaired or replaced product when they have already been proven to not work.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
how is your advertising not false then? How can you guarantee against drops? You aren't guaranteeing anything. The packaging and advertising are completely misleading and we have sent everything to our state attorney General for review. I would advertise 3 proofs and not 4 in the future. I don't know how you all don't see this as misleading and as a way to bait people to pay too much for an inferior case.
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].

We do want to help you as much as possible but we do need to work within our warranty guidelines. Our warranty is for replacement of a case if it stops functioning or becomes damaged within the first year of use. The warranty is not for refund of a case or replacement of a device. We are able to offer a different style of case, a different color of case or a case for a different device and waive our standard shipping and handling fee.

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:
First of all the  store was a corporate [redacted] store because it has the logo.  Second if it wasn't why you sell you product there and why you discriminate to provide some of your [redacted]ers with a registration card and others not.  did you warn the [redacted]ers that they are paying a big amount of money for a case that is not supported? How about the other case that I bought from [redacted] is [redacted] also not a trusted store for you?  that one didn't come with a registration card nor it warned that there is a limited two weeks time frame to register for warranty. How come [redacted] can keep his promises and solve an issue in two days and you company makes a so hard that the customer has to choose to stay more than one month without cell phone and wait IF you will accept your products failure.  This failure is from your case and not from me.  Life proof is a proof not to be trusted. I won't trust in such businesses anymore.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Yes that is correct
Regards,
[redacted]

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 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

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

Complaint: [redacted]
I am rejecting this response because:The business failed to address the issue in this matter. The case provided by Otterbox failed to deliver on its expectations. The case cracked when it fell to the ground. The crack in the case was the cause in fact of the damage to my phone. In other words, had their case not failed, my screen would not have broken. Their case caused the damage to my phone and therefore they are liable for its repair. 
Regards,
[redacted]

Complaint: [redacted]
I will call if they waive the shipping fees on my replacements.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. We apologize if this process has been in any way frustrating.We are just waiting on one photo. If you look on the inside of the base of your case, you can see that serial number. What we are needing is a shot just close in on this serial number. We can...

see the number written out, but it is a little blurry and unclear. Once we get that photo of the serial number we should be able to help out with that warranty.I have resent an email so you have a fresh link to get that photo to us.Please let us know if you have any questions.Best,[redacted]

I am sorry for your frustration. Our cases are put through rigorous testing to ensure that they uphold to a certain standard. Regular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we...

would be more than happy to send you out a replacement. 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.  Please give our customer service line a call so we can assist you further at [redacted].