Otter Products LLC

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]

Complaint: [redacted]
I am rejecting this response because: IF you are going to advertise "water proof" as the main selling point for your product, you MUST take responsibility when your product fails...simple as that. If product failures are rare, hopefully they are, then, just stand by your product and take care of your customers! Just replacing the failed case doesn't help the customer much. We still have damaged phones and lots of money lost. A "better" business, deserving of a high Revdex.com rating, is one that stands by their product, is truthful in advertising and takes responsibilty for the product it produces (both successes and failures}. Otter Products LLC does not fit this description and the rating should reflect that. If you are not willing to take responsibility for product failure resulting in water damage, then, simply, stop profiting from false advertising. It's just wrong.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.Our finance department does require that receipt to refund your case. We do know some time has passed, but bear in mind, we are making a very rare exception to get you this refund as you are technically outside of warranty and outside of the one year since purchase of the case. Please bear in mind that not everyone qualifies for a third party refund. We are working hard to make an exception where we can. I did call the [redacted] in your area, and they said that you are absolutely welcome to go by the store with the credit card you used then or with the phone number the order would have been under to see if they can pull that up again. That said, we are still happy to get you a replacement on your case, and even get you up to two cases if that helps. The only exception would be our battery cases. We just need that requested information, less the receipt. Please let us know if you have any questions. Best,Sarah

[redacted]
I did respond?  All I wanted was a case replaced under their warranty.Sent from my [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 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

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

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

Complaint: [redacted]
I am rejecting this response because:
First, the supervisor I talked to admitted that the case was defective, said he was sorry for the damage it caused my phone and offered me a new case multiple times as you have just done. If there are "too many variables to definitely say it was a defective case" why would he say it was and why would you offer to replace it if you truly feel you're not at fault?
Second, it does state in your limited warranty that "we aren't responsible for the device" however it also states:
"Exclusions and Limitations
Except for the limited
warranty expressly set forth above or to the extent restricted or prohibited by
applicable law, LifeProof expressly disclaims any and all other warranties
express or implied, including any warranty of quality, merchantability, or
fitness for a particular purpose, and you specifically agree that LifeProof
shall not be liable for any special, incidental, indirect, punitive, or
consequential damages for breach of any warranty of any type on any LifeProof
product. In addition to and without limiting the generality of the foregoing
disclaimers, the limited warranty does not, under any circumstances, cover the
replacement or cost of any electronic device or personal property inside or
outside of the LifeProof product.
FOR END USERS WHO ARE
COVERED BY AN APPLICABLE CONSUMER PROTECTION LAW OR REGULATION IN THEIR COUNTRY
OF PURCHASE OR RESIDENCE, THE BENEFITS TO THE END USER UNDER THIS LIMITED
WARRANTY ARE IN ADDITION TO OTHER RIGHTS AND REMEDIES OF THE END USER UNDER
SUCH LAWS OR REGULATIONS. SUCH BENEFITS MAY INCLUDE ADDITIONAL WARRANTIES OR
RIGHTS RELATING TO THE PERFORMANCE OF THIS PRODUCT AND REMEDIES APPLICABLE IN
THE EVENT OF A DEFECT. THIS LIMITED WARRANTY WILL BE
INTERPRETED UNDER THE LAWS OR REGULATIONS THAT APPLY TO THE END USER IN ANY
STATE, PROVINCE OR COUNTRY AND ANY PROVISION OF THIS LIMITED WARRANTY THAT
CONFLICTS WITH ANY SUCH END USER RIGHTS OR BENEFITS IS NOT APPLICABLE TO END
USERS COVERED BY SUCH LAW OR REGULATION, SO THE EXCLUSIONS AND LIMITATIONS SET
OUT IN THIS LIMITED WARRANTY MAY NOT APPLY, OR MAY NOT FULLY APPLY, TO YOU."
Michigan, which is the state I live in, has a liability law that protects people from limited warranties like yours in the case of damages caused by defective products. By your own employees admission it is a defective case and caused the damages to my phone. You are responsible for the damages and should replace my phone.
Regards,
[redacted]

I have ordered your replacement case. You should receive email confirmation and email updates through out this process. If you have any questions or concerns please contact us, [redacted].

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. While all of our cases are made and tested to be as durable as possible for our customers and their devices we are unable to guarantee that a device will never become damaged.Our...

warranty does cover the case and we are able to replace the case for this device or a different device in any style that we currently have available. We are also able to waive our standard shipping and handling fee.

Thanks for the response, and I know it can be frustrating with the amount we pay for cell phones and devices these days. We are willing to work with you on getting a replacement sent out and we can even send you out an extra case if you need one for a family member as well. We would be more than happy to help you out with that. That is what our warranty covers, and we can absolutely waive any shipping costs to get product out to you. Please let us know if you have any further questions, and we would be more than happy to answer them for you.

Complaint: [redacted]
I am rejecting this response because: It was a different person I spoke to about the Fee being Waived. So I want my Refund. 
Regards,
[redacted]

[redacted]Sorry for the delay again. I cannot locate the receipt for the Lifeproof Fre for [redacted]. Since it has been replaced twice under warranty could you have a record of the purchase? I did find the original submission for one of the previous warranty claims. Hope this helps. I will have to go in person to an authorized [redacted] store for the Lifeproof Nuud [redacted] receipt. Will submit that receipt to you within the next few days. I stand firm in my request for a refund for both cases as they are both defective, unreliable and useless to me. Also, if disposable cases is all I'm getting from Lifeproof than I'd rather find a more affordable product elsewhere.[redacted]Attachments areaPreview attachment Lifeproof damaged case.jpgImageLifeproof damaged case.jpg

Complaint: [redacted]
I am rejecting this response because my phone is permanently defaced because of the Otterbox product.  A repair needs to be made or I will seek other legal remedies.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I did go ahead and send those cases out to you without a shipping and handling fee. Please understand this is the absolute last time we can make such an exception. It is true that this fee was not in place back in September. That...

said, we did put this in place for customer satisfaction. as the majority of customers preferred a nominal fee to get warranties out in exchange for one-touch service. Please let us know if you have any further questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:  There is nothing wrong with the case thus a replacement is unnecessary.  It's a shame we paid $79.99 for a case that is essentially no better than a $5 or $10 case.  We'll be sure to let friends and family know of our disappointment with the product and the response.   
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

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We do apologize that we no longer have your case in stock. We are not certain where you are still seeing it for sale, but we no longer have it either for sale or as a warranty item. We actually do not state it is a lifetime...

warranty, though there is sometimes a rumor that goes around that we do. It is actually a one-year warranty. With the speed of technology,there is no way we can continue to manufacture cases on older and phased-out devices. That said, we are happy to either reverse your warranty fee or send you any case you like (aside from out battery case) if that helps you out. We can even extend that offer out through the end of the year if you are due for an upgrade soon. Please let us know which way you would like to go on this.Best,Sarah

Complaint: [redacted]
I am rejecting this response because I was not able to register my case because I was overseas in a military combat zone. I am willing to submit my full military orders to provide proof of my statement. I understand that registration has to be done but again I had no internet and was unable to register. When the case was purchased and sent to me overseas that alone is over 14 days. Is there any way you can take that into consideration?
Regards,
[redacted]