Otter Products LLC

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].

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]

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]

[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]

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.

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]

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]

[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]

[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]

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.

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

Dear [redacted],Thanks for reaching out to us and sorry for any distress you have experienced. We do extensively test our products but we have no control over what happens with phones within cases once they leave the door, and it is impossible to trace the exact journey that may have led to the device suffering damage. We do not make a claim anywhere in our advertising that you will never experience damage to your device, and that would be an impossible claim to make.While we don't help out with devices, and while we don't usually make this offer if we have already warrantied the case, we are happy to help you out by refunding the case itself. Not everyone qualifies, but this is what we need from you to process that:1) Standard Warranty Case Photo. (We already have this, so no need to resubmit, thanks!)2) Damaged Device Photo:• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)• Your handwritten name, current date, and signature3) 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 dateOnce we get those items, we would be able to send you a check to refund the cost of the 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.

I am sorry for the frustrating experience that you have had with our warranty system. I am happy to send out a free replacement case for you. I will need you to send me a picture of the case so that I can ensure the correct replacement is sent to you. Please send the picture of your case to...

[redacted].

Complaint: [redacted]
I am rejecting this response because:  THIS IS NOT WORTH MY TIME.  I WILL MAKE A NOTE TO SELF AND WILL RECONSIDER PURCHASING FROM OTTERBOX AGAIN.  SO I'M SUPPOSE TO PRINT PICTURES OF THE PHONE AND GLUE THEM TO AN ACTUAL PAPER, THAT I HAVE TO PRINT AND THEN TAKE A PICTURE OF IT? WOW.  AND THAT'S NOT DIGITALLY ALTERED?  My apologies to the Revdex.com. I'm sorry, I wasted your time.
Regards,
[redacted]

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],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

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

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]

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]