Otter Products LLC

Dear [redacted],Apologies for any delays. We are sorry this has been a distressing situation for you.To clarify: we were not offering a Defender case. We made a very, very rare, one-time ever exception to change you over to a LifeProof case. The case color you chose is on back order. We apologize for the wait on this. It is affecting all who are waiting on that case. We certainly do not intend to inconvenience you further. Also, we were not choosing the color for you. We were simply offering that if you were to change the color, we could get it to you faster. The order is still on back order status, still waiting on the black case to come in. Nothing has been changed on the order. Please know are not trying to be disrespectful by not getting this case to you in a more expedient manner. It is simply a logistical issue and not personal in any way. We are also not trying to void your warranty. That is not something we would ever try to do. As to your resolution request, and to restate it again: we cannot refund something that was not purchased from us. It is especially not possible to put money to your credit card when we never took a payment off of it. We cannot find anywhere in the system that you purchased from us. If you can find an original order number that was perhaps under another name, please let us know. We cannot make a promise on any kind of refund, but it will at least give us a starting point to see if we can find other options. Please let us know if you have any questions. We do care about you as a customer, and want to do everything we can, within what is possible, to help you out. Best,[redacted]

Please give our customer service number a call so we can better assist you. You can reach us @ 1-855-[redacted], and we will be more than happy to assist you in the matter.

[redacted]
I appreciate the help however this solution is not acceptable being I have to either repair or replace the phone due to the damage their product caused. I don't feel I am being unreasonable wanting them to cover the damage their defective product caused. The total amount of the repairs in addition to the reimbursement for the defective product I feel is the right thing to do. [redacted]
 [redacted]

Complaint: [redacted]
I am rejecting this response because: I had to replace my phone immediately since I use it for work (not a work phone provided by company). I am happy to put you in touch with [redacted] or [redacted] the company I used to replace my phone. My claim I'd is tel:[redacted] with [redacted]. They can provide you all the phone details since I have returned the phone to them upon receipt of my new phone. 
Regards,
[redacted]

I am so sorry to hear your Ipad was damaged in one of our cases. We would be more than happy to replace your case, as for your Ipad you would have to bring it to your manufacturer for repair. Our cases are added protection for your device but does not guarantee a device will never...

break. Please give our customer service line a call and we would be glad to help you out! [redacted] or follow this link to complete a warranty on your case. https://www.otterbox.com/en-us/warranty-claim

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with our product and in contacting us. I am happy to offer you a free replacement holster for your case and I will forward your observations and concerns to our web development team and our engineering team. We greatly appreciate any and...

all feedback regarding our cases and are constantly striving to make improvements.

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]

While we do stand behind our product and would gladly warranty parts in which we manufacture, we are unable to repair or replace products that we did not personally manufacture. The full extent of our limited warranty can be found on our website...

here: http://www.otterbox.com/en-us/warranty-full.htmlWe are happy to replace the case, and can waive our normal $4.99 shipping fee as an exception if you would like to call us at 1-855-[redacted]

Dear [redacted],Thanks for getting in touch with us. We do apologize if this has been an upsetting situation for you.First, I want to address your concerns about the Care and Handling fee. We certainly were not trying to cause distress with this fee. We have simply changed our warranty process to...

include this nominal fee to help minimize delays with the warranty process. The vast majority of customers we surveyed preferred implementing this change to our warranty system.Second, I want to reassure you that we did correct the order so you will be getting that Droid Turbo Defender case. It may not show up in your updates, but it is in the order that is heading out to you. You should be receiving this case early next week. Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any concerns.I did resend that request to your new email address. There had been a different one in the incident. We do need some fresh photos, as the photos all need to signed name, printed name and date, handwritten on a sheet of paper, in the image. The receipt needs to be printed out and photographed with that handwritten information. We apologize if you are nervous about taking the case off the phone, but we must get pictures of the disassembled case and serials off the case in order to do this refund or warranty.Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:No where on the ordering page did it say that weekends don't count. Also, [redacted] does deliver on Saturdays. They deliver to my job all the time. I understand Sunday but not Saturday. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  You are to send me an Otterbox Statement IPH6/6SP Black, to the following address:[redacted]I trust that this will be sent via [redacted] and that I will be provided with a tracking number.
Regards,
[redacted]

[redacted],
Thank you very much for providing us with that receipt.  Your information has been sent over to our Finance team for the refund request so we should be all set, but we will be sure to let you know if any issues arise.  Your refund should be created and the check sent out within the next few days, however it can take upwards of a few weeks to arrive to you.  If you have any other questions for me at all, please let me know.
Best Regards,
[redacted]

Hello [redacted],Thank you for your reply. Again our apologies that the case didn't preform as expected and for any distress you are experiencing.For more information about our warranty, please click here: https://www.lifeproof.com/en-us/warranty-full.htmlPer our warranty we do not cover device damage, but again we are happy to go outside of our policy, make an exception and as previously stated, offer you a 3rd Party Refund. Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files. Thank you,Stephanie

Revdex.com:
I contacted Otterbox and finally spoke to a manager who was willing to send a replacement without shipping, and refund the shipping from the previous claim. Hopefully if Otterbox does not want to continue the expense of sending warranty replacements, that they are diligent about making a cable that does not break before the warranty expiration.
Regards,
[redacted]

Dear [redacted], Thanks for reaching out to us and sorry for any delays.We do have a great warranty program. Our business hours are Mon-Sat, 6:00 AM - 9:00 PM, Mountain Time. You may reach us at [redacted] during those hours. We don't have a general inbox email, but you may also contact us...

through our website:https://www.otterbox.com/en-us/supportI did go ahead and set up an incident for you. I am happy to go ahead and get you a fresh Commuter screen protector for the Galaxy S6. We normally have a shipping and handling fee for warranties, but I can waive that on a one-time basis due to the difficulty you have experienced. To get that out to you, I just need to verify that the contact information in this complaint is the correct information for your warranty as well.Please let us know if this will work for you and if you have any questions.Best,Sarah

Dear Thomas,Thanks for reaching out to us and sorry for any delays.First, I am not finding any record of your having contacted us, so I took the liberty of creating a new incident with the information at hand. That incident number is [redacted].Without knowing if you purchased the case from us or not,...

I cannot say for sure if we would be able to process a return on that item. We are only able to process refunds on items purchased from us and within the past 30 days. We can warranty any case for one year, but the issues you are speaking of generally require troubleshooting rather than a replacement case. Please know as well that we cannot process both a refund and a return on the same item. I am happy to walk you through those troubleshooting tips.The microphone vent on your LifeProof case includes a special membrane to allow sound to pass through while keeping your case water proof. This normally allows for crystal clear call quality. In some instances, air trapped inside of the case can cause the membrane to puff outward and rest against the grills. Once this occurs, the membrane will not vibrate correctly, and may cause audio issues.Solution 1                                                    1.Hold the LifeProof case in your hand with the screen facing upwards.  The microphone port is the hole on the bottom of the case, on the lower left of the charger port door.2.Blow forcefully into the microphone for 3 to 4 seconds. The amount of effort required for this is similar to blowing out a candle.You may also need to perform this fix after large air pressure changes. It is also recommended to thoroughly shake water out of the microphone vent area after being submerged, as trapped water may also impact sound quality.Solution 2         1.Uninstall and reinstalling the case. The membrane covering the microphone may move when you insert the device. Try pointing the phone toward the bottom of the case, allowing the microphone to line up with the microphone membrane, and then push the top of the device into the case.  This will create a clear path for sound. If this doesn't fix the problem that you are experiencing, please let us know so we can further assist you. If you did purchase the case from us within the last 30 days, please let us know that order number, or the email the order was placed under, if you are still interested in pursuing a return.Please let us know if you have any further questions or concerns.Best,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any confusion.The reason we need either a photo of the device or an invoice from your carrier showing the device needed to be repaired or replaced is because we need documentation that the device was damaged in the first place in order to offer a third party refund on the case. We cannot pay any sort of deductible on the repair. We do hope this clarifies things. We basically need a photo of the case, one of the two options for evidence of a damaged device, and a photo of the itemized receipt. Please let us know if you have any questions. Best,Sarah

Though all Lifeproof products are tested to meet stated claims of Water Proof, Drop Proof , Dirt Proof, and Snow Proof, your device can still be damaged. We state all of our coverage's within the Owners Manual included with your case, as well as the website. The Lifeproof product warranty only...

covers the Lifeproof product and does not cover any non Lifeproof product or devices. It does look like we processed a warranty claim and sent out a replacement case for your [redacted] Fre case, which is what our warranty covers. If you would like to go over any additional options you can contact our customer service by phone or through our website.