Otter Products LLC

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:
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]

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: Yes that is correct
Regards,
[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]

[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

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]

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

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]

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.

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]

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

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 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

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.

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]

Dear [redacted],Thanks for getting us that additional information and sorry for any delays.It does seem that our department that handles TWPP claims has not yet heard from you, and that would be the reason that you have not heard back from them.You want to call [redacted] and reference the following numbers when making that call:Contract # [redacted]Registration code: [redacted]Once we hear from you we will be happy to continue helping you on this issue.Please let us know if you have any questions.Best,[redacted]

[redacted], 
I am so sorry to hear that your devices have been damaged inside our cases.  I completely understand this has been your experience but I would like to assure you it is not typical.  Our cases go through rigorous testing to make sure they do provide the best protection for...

devices.  There are many variables that factor in for whether or not a device is damaged during a fall.  It could have had something to do with the way the device was manufactured, it could have been the angle of the fall, or the type of surface the device fell to. There are too many of these variables to account for which is primarily why our warranty does not extend to the device itself.  
OtterBox is dedicated to getting the adequate protection you need for your device and I want you to feel that you can trust our products.  While we can't do anything about the actual device, I would be more than happy to explore some different case options and warranty your current case for a new one, making sure you have the best protective case we have. All we would need to proceed with a warranty and potential upgrade would be some photos of the case you currently have accompanied by a handwritten name and date in the picture.  I can begin that claim for you if you would like.  Please just let me know if you would like to proceed with that warranty claim. 
Best Regards, 
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays. We have changed our warranty system to request a nominal Care and Handling fee to make the processing of that warranty more swift and efficient. We determined that a majority of customers would be happier paying this fee if...

it meant fewer turn-arounds in the warranty process. We do recognize that change can sometimes be a difficult thing, but want to impress upon you that this change is, in the long run, so we can get you your warranty with less hassle. Bear in mind that you still have that one-year warranty on your OtterBox, and that we are even still happy to replace any parts that we can for as long as we still have the parts available. All that is changed is the warranty process. Please let us know if you have any questions.Best,[redacted]

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases are thoroughly tested to ensure that the case is durable, reliable and offers protection to a device.Unfortunately we are unable to test against every situation. While the case is an added...

layer of protection it is not a guarantee that a device will never become damaged.If the case should become damaged we are able to replace the case through our limited warranty. Generally our warranty is a one year warranty however as long as we have the product we are able to extend it past the year. Our limited one year warranty covers any damage to the case however it does not extend to the device inside of the case. We are able to offer a replacement case at any time. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.Each of the ports are covered by a silicone layer that keeps dust out of the ports. While each of the ports is dust proof dust can still enter the case through other openings in the case.  I will forward all of your observations and concerns to our engineering department to see if any modifications to the case need to be made.