Otter Products LLC

Dear [redacted],Thanks for reaching out to us and sorry for your distressing experience.I am looking in our system and not finding an incident for you: perhaps it was under another person's name? Regardless, we are absolute happy to help you out in a way that is outside of our standard warranty and refund...

you for the cost of your case. I have set an incident up for you, but if we could also get the contact information verified for that incident it would be much appreciated. The incident number is 12951340, and if you give us a call we can verify that information and also send you an email that you can use to get us the required photos. The photos we need for that check refund on the case are as follows: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 (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 datePlease let us know if you have any questions.Best,Sarah

[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]

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

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.

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

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]

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

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]

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]

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]

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.

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],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]

Complaint: [redacted]
I am rejecting this response because:I don't want another case as they are defective.  As previously stated there is hundreds of complaints with the issue of the latch to the charging port breaking and I am already in my 4th case. If your company really did care about your customers and research the complaints about this issue it would have been addressed and long time ago.  Why is it so hard to acknowledge this case has a major design flaw and either give people their money back or fix the problem? Making me continue to pay 5 dollars every couple months for a replacement on top of the 80 I already spent on the original is not right.  If you agree to wave the replacement fees every time this breaks is fine but I am done sending more money for something I know will break.  I will not accept any other offers other than my money back for my original purchase or a guarantee that I do not have to pay for replacements every couple months when it breaks again
Regards,
[redacted]

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]

The case is a phone case. It the same as http://www.otterbox.com/en-us/[redacted]=2. Black  Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I find it upsetting that my little sister, who saved up carefully to purchase a LifeProof case from an authorized retailer of LifeProof cases ([redacted]), is now crushed that her present failed to live up to what it said. [redacted] told her that if my phone was damaged in a LifeProof case, LifeProof would indeed cover the phone. Now I have both no phone, which is very difficult for applying to jobs currently, and feel that LifeProof has been misrepresented by a retailer that the company has authorized. I now wonder if these companies have been misinformed about the cases as well. I was also charged for shipping on a replacement case which I did not order, and, upon calling LifeProof, was told that this is a "soft charge" (direct quote from the LifeProof representative) which "would be removed in a few days". Not only was my case not fully addressed, but I was also charged for a product I did not agree to purchase. At this point, customer service for LifeProof has proven to be very unhelpful to me. As someone who has been loyal to Otter Brands for 5 years, I regret this sincerely. 
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

Dear [redacted],Thanks for reaching out to us. We are sorry for any distress you may have experienced.Per our limited warranty, we cannot assist with the device. Our cases do give you great waterproof protection, but there are some extremely rare instances where an unusual and unprecedented set of...

circumstances result in the case not offering maximum protection. Additionally, the water test may need to be re-administered periodically. It does look like we sent you a replacement on the case. We are happy to keep an eye on that to make sure it gets you.Please let us know if you have any questions.Best,Sarah