Otter Products LLC

The Lifeproof warranty is explicitly designed to replace a product that is part-for-part and color-for-color. In situations where a customer's device is damaged, we are only able to replace the damaged case with another product in the same series and for the same device as the case originally...

purchased. We are unable to upgrade customers under our warranty, although in instances where the device is damaged we will offer a discount for a new case if purchased from our website.

Complaint: [redacted]
I am rejecting this response because:I am sad promotion of product did not live in tune as describe by store employee and your company. At minimum I would expect the 49.99 I paid since apparent warranty discrepancy has taken place. 
Regards,
[redacted]

Dear [redacted],Thanks for getting that valuable information to us. We apologize that this has been a drawn-out process.We absolutely never had a case for your device, and we should have done more to help you identify your device at some point along the way. I am going to make an additional exception for you to not require getting that case back to us. I have gone ahead and processed a credit refund for your original purchase. This will be less the 10% ($5.00) [redacted] you received on the original order. This will show up on your bank statement in about 8-10 business days. The reference number for this refund is [redacted]. Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]
I am rejecting this response because, per the company's own admission; the warrantee "is actually explained in an insert that comes with each and every
LifeProof case". Neither the web site nor the exterior of the case mentions any type of limited warranty. So the only way to read the warrantee is to buy the product or specifically do a search in their web site.In addition, there is a claim the box is "WATERPROOF Submersible to 6.6 feet / 2 meters
for 1 hour". A claim to be water RESISTANT may imply limited protection but WATERPROOF precisely means that... waterproof. The full definition of WATERPROOF (per Merriam Webster dictionary) is: impervious to water; especially :  covered or treated with a material (as a solution of rubber) to prevent permeation by water.This is, at the very least, false advertisement. I am still convinced that the company is liable for reimbursing the cost of the phone replacement $325.91 (including tax), see copy of bill attached. I will also strongly recommend the "PROOF" statement in product packaging as well as the web site be updated to clearly state the limited warrantee.
Regards,
[redacted] Nieves

Again, I am sorry about what happened to your device. We always recommend that you water test the case on a monthly basis, to ensure that it remains waterproof. If there are issues with the case, then water testing it will help to ensure the seal is working properly. In the event that you water test the case and it fails, we will gladly get you out a replacement that is waterproof. As far as the device, that would be something that you would have to take to the manufacturer or provider for any assistance, as our warranty policy states that devices or phones are not covered under the warranty.

[redacted],
Again I am sorry that your device was damaged while inside the case. Our warranty does clearly state that we are responsible for the case only and any product not produced by Lifeproof, such as your phone, isn't something we can cover. We do advertise our cases as water proof as we have passed industry standards for what constitutes water proof. We do use the words of 100% water proof, this is correct. To put the "100% waterproof" in context to the rest of the paragraph, we test our products to ensure water proof technology. If we send out a case, this means it passed our initial water test so it's 100% at that time. We do suggest another water test once you purchase your product or it arrives to you from our warehouse. There are many variables as to why a case becomes not water proof, and because of these variables we are unable to assist with a refund, reimbursement or replacement of your device.
I am still happy to replace the case or offer the check refund of the price of the case. If you want a refund I will need a picture of the original purchase receipt.
Sincerest regards,
[redacted]

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

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If the case should become damaged or stop functioning we are able to offer a replacement case. We do extensive testing to ensure that our cases offer the most protection for our...

customers and their devices. Before a case leaves our factory it is water tested and we ask that our customers complete a water test upon receiving and at regular intervals through out the life of the case. While we are unable to offer any compensation for the device we would be able to offer a replacement case for your current device or a different device.

Dear [redacted],
Thanks for reaching out to us, and sorry for any delays in your warranty claim. We truly apologize for the great length of time this has taken.
You absolutely correct that we could have taken care of this with greater swiftness. The serial numbers on your case were not lining...

up perfectly, but upon closer inspection, we can see that they are close enough to what we are looking for, and that we should have been more generous in making an exception for you. 
We do trust you sent those photos of the serial numbers, though it appears they were not received. There may have been an error in the mail system. Always know that if you have not heard from us in about two weeks, definitely feel free to reach out to us, as it is likely the claim fell through the cracks. 
That said, and as stated before, we should have been more diligent in trying to help you in the first pass. We definitely value you as a customer, and we do not want you to feel a lack of confidence in our ability to help resolve your issue with our cases. 
I have gone ahead and placed that order for you, and also put a push on it to get it to you in about four business days. Please look for an order confirmation from us in the next 24 hours. The package will be arriving via FedEx.
Please let us know if you have any questions or have any additional feedback for us.
Best Regards,
[redacted]
Customer Service Expert
LifeProof

Though all Lifeproof products are tested to meet stated claims, your device can still be damaged. We do recommend that the case is tested before placing your device in the case and again every 3 months to ensure the case is working as it should. The Lifeproof product warranty only covers the...

Lifeproof product, it does not cover any non-Lifeproof products or devices. We would be able to provide you with an warranty replacement and go over any additional options over the phone with our customer service.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I did reach out to our TWPP department, and we want you to be reassured thatthe device you did a refuse shipment on was received by our warehouse, so youwill not be charged the $600. They also did authorize the refund of the...

$50service fee. We just needed verification of that return before the funds couldbe released back. The funds reversal happened this morning, and will take about7-10 business days to get to your account. We also want to reassure you thatthe email regarding the $600 charge was an automated one, and is simply sentout for customers' information. Please 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.
That said, I still think that Otter should amend their web page as they are not actually offering express delivery.
Regards,
[redacted]

Hi How to I communicate which colour and kind of case I would like?

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].

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]

All of our cases go through extensive testing to ensure that we are offering the most protective cases available for our customers and their devices. While we test the cases in as many scenarios as possible we are not able to guarantee that a device will never become damaged. Our warranty is to ensure that the case remains intact and fully functional to continue to offer as much protection as possible for the device. We are able to replace the case with the same case or a different style case and will be able to waive our standard shipping and handling fee however we will be unable to offer any compensation for the device itself.

Currently our warranty is for replacement not refund. We are able to help you receive a replacement for the same style case or a different style case. We do try to make our cases as durable as possible and are happy to offer replacements as long as the product is available. We would also be able to waive our standard shipping and handling fee.

As per our warranty, we would only be able to replace the case originally purchased. We are unable to send a product that is for a different device, or is another color or series than the original product.

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. Before a case leaves our factories they are water tested to ensure that they are functioning correctly. We do ask that a customer complete the water test upon receiving the case and at...

regular intervals throughout the life of the case. If the case should stop functioning or become damaged we are happy to offer a replacement case. Generally we are unable to change the style or color of case during a warranty exchange. In this instance we would be able to offer you a replacement case of your choice for this device or a different device.

Hello [redacted],
I apologize for the inconvenience with your case having issues and with the warranty process.  I am also sorry that the warranty replacement was not expedited out to you when you were told it would be.  At this point in time since you have two cases (the original...

defective one and the replacement), we cannot just issue a refund, but if you would like for us to set up a return for you so you can send the products back to us for a refund, I would be happy to do so.  At this point in time, that would be the only way for us to process a refund for the case, so if you would like for me to set that up, or if you have any other questions, please let me know.
Best Regards,
[redacted]