Otter Products LLC

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 and get you a refund. Please give our customer service line a call so we can assist you further at [redacted].

Hello [redacted],
I am very sorry to hear about the damage to both devices while inside of a LifeProof case.  Under our Limited Product Warranty, we are always happy to replace a case free of charge.  This warranty covers defects and damage to LifeProof products, but is only covers...

products manufactured by LifeProof.  Since your device was not manufactured by LifeProof, we are unable to cover the damage to it.  It is stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside of outside of the LifeProof product under any circumstances.  If you would like to read through our warranty in full, you may do so at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
Once again, I would be happy to replace the case free of charge under our warranty, I would just need to know what color the case is, and the serial number from the inside of each piece of the case.  If you would not like a replacement case and would prefer to proceed with the refund for the purchase price of the case, we can do so instead, as long as it was purchased within the last year.  In order to get a refund created, we would need you to send us a copy of the receipt for the purchase of the case.  The receipt must show the purchase date, where it was purchased, the product that was purchased, and the purchase price.  We would only be able to refund the purchase price of the case, meaning it would not include any tax or shipping included in the original purchase.  Once we receive that receipt, we can get the information forwarded to our Finance team for the refund request.
Best Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I have included a copy of the receipt for the otter box, per your request, and a picture of the damaged iphone. You had inquired about my address. My address is [redacted]. I would like for the refund and new case to be shipped to that address. I am choosing another Defender case in the turquoise happy waves design for the [redacted].
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case. We do extensive testing on all of our products to ensure that we can make accurate statements about the drop protection the case has been tested for. Although we thoroughly test our cases  to ensure the best protection is provided it is not a guarantee that a device will never become damaged. I will suggest to our web team that additional information about our warranty is added to the pages about drop protection. While we are able to offer you an additional case and a full refund has already been issued we will be unable to offer you compensation for your device.

I am sorry that your case did not perform as expected. All of our cases come with a limited one year warranty against any damage or defect to the case. We are able to replace and in some circumstances refund the case however we will be unable to offer any compensation for the device itself. To view...

our full warranty please visit https://www.lifeproof.com/en-us/warranty-full.html. To receive a refund for the case we will need a picture of the receipt showing the purchase date as within the last 12 months.

Complaint: [redacted]
I am rejecting this response because:
You are obviously not familiar with your own products given the response that you gave.  The design of the [redacted] life proof case does not allow the ability to be water tested prior to putting a device in it therefore you nor I could not have possibly water tested it prior to use.  Let me educate you on your product, The life proof case for the [redacted] has a hard backing and a "sticker" that is placed over the face of the ipod.  To water test your device, I would have to apply the facing without the device in it and place it under water, then if there's no water, I would have to peel the "sticker" off and place my device in it, the front sticker would then have to be reapplied, however, the front face sticker is not reusable after it is removed once. Therefore, it is absolutely impossible to water test this product.  Also, if you are familiar with the instructions booklet that comes with this product, you would know that there are NO instructions in the direction booklet for water testing...BECAUSE IT IS IMPOSSIBLE!!!! I also find it very interesting that even on your water protection plan, this case is not listed for the water warrantee plan.  I am sure this is because of the horrible design of this product that relies on a sticker to keep the water out and its inability to be water tested.  I am very familiar with all your other products that have two pieces that snap together which allow for a water test but this one does not have that same design and the fact that I trusted your company because you put a sticker on the front of the packaging stating it is waterproof up to 6ft 6" of water cost my 8 year old daughter her [redacted] that I bought her in lieu of having an expensive birthday party with all her friends.  She is devastated, and it kills me to know that a multi million dollar company does not stand behind their product!!!
Regards,
[redacted]

Dear [redacted],Thanks for getting in touch with us and sorry for any delays.Per our limited warranty, we are not able to assist with the device. Each LifeProof case that is purchased has an insert that explains the limited warranty. We deeply apologize if [redacted] said anything to the contrary,...

as it misrepresents what we are able to do. We do not discourage customers from getting insurance, through their carrier, on their device. Our cases do not act as an insurance policy on the device. http://www.lifeproof.com/en/policies-and-warrantiesPlease see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.We do see we were able to send you a replacement on the case. Please do let us know how that replacement works out: we will be happy to work closely with you if there are any concerns with the replacement case. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I reject the company's offer because I tested the product before putting my phone in it. No water got in the case when I tested before putting. After I put the phone in the case n the case got wet so did my phone.

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I did not find a previous incident under your name and contact information, so I took the liberty to set one up with the information at hand. If you had contacted us under a different set of contact information, please let us know.Per...

our limited warranty, we are not able to assist with devices. This is stated on our website:https://www.otterbox.com/en-us/warranty-full.htmlThe warranty does not extend to the device, and the case does not act as an insurance policy. We test our cases extensively, but there may be circumstances such as angle and velocity of the fall, combined with such factors as surface texture, temperature, or pre-existing damage to the device (to name just a few possibilities) that may result in a device suffering damage.We are happy to get you any non-battery case, and waive the normal shipping and handling fee, for your troubles, especially if you may be moving into an upgrade and need a case for that new device. 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.
Hi [redacted],That case is fine. Thank you so much. I hate having to escalate things to this level.
Regards,
[redacted]

[redacted],
I apologize again for the inconvenience with the situation, but we unfortunately will not be able to cover the damage to your phone.  As stated before, while our cases are designed to give added protection, we have no way of guaranteeing a device cannot be damaged while inside one of our cases since we do not manufacture the device itself.  Our warranty, which is available to the public and can be read in full at any time on our website, clearly states that we are unable to cover damage to devices under any circumstance.  Once again, we would be more than happy to send a replacement case under our warranty with the serial numbers from the inside of each piece of the case, and please let me know if you have any further questions.
Best 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. We do especially apologize if you and your acquaintances were under the impression there was an implied warranty on the device. This is something we explain in the...

packaging that comes in each and every LifeProof case: that the warranty does not cover the device. Additionally, while we test our product extensively, even under the best circumstances there can be an unusual chain of events that may lead to a device experiencing damage. While we are not seeing any incident under the contact information you have provided, we are happy to help you out with a replacement on the case. Please let us know if this is something you would like to do, and if you have any questions.Best,Sarah

Thank you for the clarification. We do offer an additional program through Verizon only called the Total Water Protection Plan. To qualify for this additional protection the case needs to of been purchased from Verizon and registered within 14 days of purchase. I have contacted our Total Water Protection department but was unable to find any registration with the information provided. I am happy to attempt to look up the registration with additional contact information or the registration number. If the case was not purchased from Verizon or was not registered we are still able to help replace the case itself.

Dear [redacted]Our apologies for any distress this has caused you. I've checked our customer data base and found 2 incidents for you. One was for a replacement, which we did send to you and in the other incident, you were issued a refund check for a damaged device.  That check was issued and mailed out on 04/10/15. You should have received it by now. Please reply back to this email if you have any questions or if we can assist you with anything else.Thank you,Stephanie

Complaint: [redacted]
I am rejecting this response because:I do not want a new case, as it did absolutely nothing for my phone as proven by seeing my cracked screen in your companies case, in which your company claims to be shock proof; "military grade" - even from 6.6 feet. I want a replaced screen for my iPhone or a new iPhone which neither cost $79.99. This is unacceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  there has been no offer to remedy my complaint other than to send me a new case.  As I've stated throughout a new case is useless on a broken device.  The device is broken due to the failure of the case to perform as advertised.  The business has stated they are unwilling to discuss resolution because they have referred my complaint to legal yet said legal may or may not follow up with me.  I'm unclear how to proceed from here.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Just replacing the case is not going to fix my phone. My phone was damaged because your product failed to do what it was intended to do, which was to protect my phone from damage. This is unacceptable and now I have an $800 phone that's broken 2 weeks after I bought it.It will cost me $300 to replace the glass. This should be coming out of your pocket and not mine if you "stand by your product"!
Regards,
[redacted]

Dear [redacted],We are sorry for any distress this may have caused you. Ad previously stated, we do not warranty devices. You can find more information here about our warranty: http://www.lifeproof.com/en/policies-and-warrantiesAgain, we would be more than happy to offer you a 3rd Party Refund for the purchase price of your LifeProof case. Please let us know if we can answer any other questions.Thank you!Stephanie

[redacted], 
Thank you for contacting us regarding this matter. I was not able to locate any recent warranty request that has been submitted with your name, email address, or telephone number. I would be happy to look further into this if you could let me know what information was used to created...

the warranty incident or perhaps if you have the incident number that was emailed to you when we created the warranty request. With this information I will be able to better assist you. I have contacted you by email to get this info, please respond at your convenience. 
[redacted]