Otter Products LLC

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

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If a case becomes damaged or stops functioning we are able to replace the case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.All of...

our cases are water tested before leaving the factory and we ask that a customer complete a water test upon receiving the case and at regular intervals throughout the life of the case to ensure that it continues to function properly. In addition to the water test our cases are rigorously tested to ensure that they are the most durable case available. While we strive to protect a device under any circumstance we are unable to guarantee that a device will never become damaged.

Under our warranty, we are always happy to replace components of the case or even the entire case if necessary. If the case had been purchased from our website, we would also get you set up with an RMA to return the product for a full refund, minus a $5.00 shipping and handling fee. If the case is...

not purchased from our website, it would have to be returned to the original retailer for that refund. We would still gladly replace any components of this case for you under our one year limited warranty, if you would give us a call at [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]

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

Dear [redacted], Thanks for reaching out to us and sorry for any distress you have experienced. We do see we have already done a credit refund for the case, reference number [redacted], for the total of $90.39 USD. Per our limited warranty, we are not able to assist with the device....

While our products are tested extensively, in a variety of circumstances, there can be an unprecedented string of events that lead to a case no longer being waterproof. It is also up to the customer to assure that the case is carefully tested and inspected on a regular basis before taking the case and phone into water. Additionally, there is an insert in each and every case packaging that explains this limited warranty, including a statement of possible risk to the device. We are happy to answer any further questions you may have.Please let us know if you do have any further questions or if you run into any difficulty receiving that refund check. Best,Sarah

I promise I have not received anything requesting anything. My e-mail address is [redacted]. Please provide an e-mail I can send items requested to.   The phone is currently still in the case and shattered. It is being held together by the film over shattered glass and two pieces of tape I applied right after the incident. If I even attempt to move the phone it will cause personal injury to me by the glass pieces injury me. But here are all other things requested. Standard Warranty Case Photo:•Your entire case, including parts that are not damaged  CAN NOT PROVIDE (POSSIBLE PERSONAL INJURY)•Any design or pattern on your case, such as camouflage N/A•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 (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 dateAND you can verify all everything is true and mine from my [redacted] account when I posted the picture and initially contacted you all (@[redacted]) Check [redacted] for all verification.Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Per our limited warranty, we cannot assist with devices. We do apologize if there has been any misunderstanding about that. Product warranties are nearly always, by federal guidelines, limited to products a manufacturer has made. We...

do test our products extensively, but we can account for every moment in the life of the case and the device. Damage to a device may result from a string of unprecedented events, and we do not guarantee anywhere in our promotional materials or packaging that you will never suffer damage to your device. The case also does not act as an insurance policy on your device.It looks like we have offered you a third party refund on the case, which we would still be happy to do, but we have not received the proper documentation yet. It may be an issue with our mail servers or perhaps the documents were not attached correctly or were in an incorrect format. We cannot process a refund without those documents (or finance department would get in trouble with the IRS if we attempted to do so) but we might suggest submitting those documents through the Revdex.com complaint system. As a reminder, this is what we need: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 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 dateIf those documents cannot be obtained, we are still happy to get you any non-battery case you like.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:Your advertising claims on your website are false and misleading.  I purchased the phone case and alpha glass based on your claims/testing.  I am not sure if Otterbox read my complaint as the response sounds like they cut and pasted info into the email.The below is taken from your alpha glass website:"Tested by us. Built for you.What do 24+ tests and 238+ hours of testing mean to you? They mean your OtterBox case is ready to dive into your day without a second thought — just like you are. OtterBox Certified Drop+ Protection means drops, bumps and fumbles are just the beginning. It means your device is protected from the barrage of wear & tear you subject it to everyday. So go ahead — do what you do and leave the protection to us."So, the above states "..Certified Drop + Protection means drops, bumps and fumbles are just the beginning....your device is protected from the barrage of wear & tear you subject it to everyday.....leave the protection to us."As I told Anthony when I initially called, I had the phone and case/alpha glass for no more than 14 days prior to when I dropped it.  So, there is no need to offer an extension of extending your warranty for "over a year" as stated in your response.  I referred to the above claims from your website and the claims on your website from the page to the actual case I purchased.Otter Box also states in their response, "The case does offer an added layer of protection however it is not a guarantee that a device will never become damaged."The above statement is not on the page where I purchased my case.  Additionally, the above statement contradicts your Certified Drop + Protection language quoted above.Lastly, I didn't make a reference to a return shipping charge of $5.00, so I am not why Otter Box addressed that in their response.  I will note I received a response to my email yesterday from Jackson, I emailed stating I was concerned about removing the alpha glass from my phone as I feel removal would further damage the screen.  Jackson was kind to respond and agree with me.  Lastly, I DID NOT ask for a refund.  Otter Box decided to give me a full refund after I emailed stating I filed a complaint with the Revdex.com and FTC.Regards,[redacted]
Regards,
[redacted]

Dear [redacted],Our apologies for any distress this situation has caused you. I have checked all the photos you've sent along with the receipt from [redacted] and am happy to offer you the 3rd Party Refund for the purchase price of the LifeProof case. If you do want to pursue legal action though, I would need to refer your situation to our Legal Department.  They will review your case and will call you if they need any additional information.  If our Legal personnel determine that we should settle your claim, they will contact you directly.  If you do not hear from our Legal Department, it means that they have determined that your claim should be denied.  Please let us know how you would like to proceed.Thank you and have a great weekend!Stephanie

[redacted] I wasn't able to respond to your request because I was waiting for the resolution. They gave me a full refund for the case on February 4 and didn't require me to return the case. This is the best I could have expected from them considering they had no plans of doing anything at first. I really appreciate your help with this matter and really hope that with your influence Lifeproof will eventually reconsider their business practices as far as the false promises they make to customers. Sent from my [redacted]

Hello [redacted],
I am very sorry to hear that your phone was damaged while inside the LifeProof case.  Under our Limited Product Warranty, we are able to replace damaged or defective cases free of charge, however, this warranty does not cover damage to devices.  We are unable to cover...

damage to a device that was in one of our products because we cannot control everything that may happen to a phone and/or case, and our warranty also only covers products that we manufacture.  Since we do not manufacture your device, we are unable to cover any damage to it.  It is stated in our warranty that we are unable to replace the device or reimburse the cost associated with replacing the device under any circumstances.  Our full warranty can be found at the following website:
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
I am seeing that we have already sent you a replacement case free of charge and it is currently on its way to you, so at this point in time, we have done all that we are able to for you under our warranty.  So, as stated before, we are always more than happy to help with a new case replacement under the warranty, but we are unable to cover damage to devices.
Best Regards,
[redacted]

Dear [redacted], I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation: 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 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 datePlease reply to this email with any additional questions or concerns, or with the necessary documents. Thank you!Stephanie

While we are unable to issue compensation for the damage on your device, we could replace the case under warranty. As the case had been dropped into a puddle it is possible that the impact caused water to be forced in through a seal, or the impact caused the case to crack letting water in. We stand by our product, and would be able to send you a replacement for your damaged case.

Under our 1 year limited warranty, we are able to replace the case originally purchased under warranty. Our Certified Drop Protection is an extensive list of drop tests that we have put our cases through, and is not a guarantee that the phone will not be damaged in certain situations. According to...

our Global Warranty, found here on our website (https://www.otterbox.com/en-us/warranty-full.html), it clearly states: "Otter does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Otter."

Dear [redacted],Thanks for letting us know, and sorry for any continued frustration with our product.We do see you were able to get that RMA set up earlier today. It does look like we have reversed the shipping charges on that RMA as well. Please let us know if you have any additional questions or concerns.Best,[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted],  I am writing to let you know I reject their response.  I am sending photos of 2 areas that advertise a 1 year total water protection with repair or replacement if water damaged.  Also the box says it is fully submersible to 6.6 feet.  My daughter was only in a 3 foot pool.  We saw another person over the 4th of July with same case and they were taking underwater photos in a pool without a problem.  There is a defect in this case that damaged our phone beyond repair.Please see the attached and forward to Lifeproof on my behalf.  Please advise me if you need anymore information.[redacted]

Dear [redacted],Thanks for getting in touch with us and sorry for any delays.We did get your request for the iPhone 6/6s Fre Sunset Pink 77-52567. Thanks for that! As far as the battery case goes, we would have to start a separate process to get that warranty going. We require some additional information on that. I can either go ahead and send out that pink case, then we can start a warranty claim for the battery case, or I can put the pink case on hold and request information on the battery case as well. Once we receive that information we would be able to send both cases together. Bear in mind, if you choose the first option, you would have to pay the shipping and handling fee for claim on the battery case.Please let us know which way you want to go.Best,Sarah

Dear [redacted],
Thanks again for getting in touch with us and we do offer our apologies that this has been a stressful experience.
As stated before, per our limited warranty, we are not able to assist with the device itself. 
https://www.otterbox.com/warranty-full/warranty-full,default,pg.html
That said, we are very happy to assist you, on a one time basis, with a new case at equal or lesser value for your wife's new device. We have made [redacted]s in the system that if you contact us and let us know which case you would like, we will send you that case out to you. No photos would be required. Just let us know the make/model/series and color of the case you would like As long as the case is of equal or lesser value, and as long as we have the case in stock, we are happy to send this case out to you.
Again, our sincere apologies for any distress you and your wife may have experienced. We very much value you as a customer and hope to assist you with issues with this and future cases.
Please let us know if you have any questions.
Best Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case, our warranty and our customer service. We strive to offer the best customer service for all of our customers in every situation. I am sorry that this is not the experience you had when contacting us. I will review each phone...

call that you have had with us to determine what action needs to be taken. I do see that your replacement case and phone were delivered on Friday, 7/29/16. This process was expedited as much as possible but can take slightly longer during this time of year as it is our busy season. At this time we are unable to refund the $50 needed for the replacement of your phone and case. Each of our cases comes with a one year warranty that covers any damage to the case. We would able to replace this case at any time should it become damaged. Once again I am sorry for the experience that you have had with your case and our warranty.