Otter Products LLC

Dear [redacted],Thanks for reaching out to us and sorry for any delays.We are looking further into your situation and we are not finding your incident from when you contacted us. Perhaps it was under another set of contact information? So you know, we do not ever replace devices through our warranty system. I did look up to see if you perhaps had TWPP (Total Water Protection Plan) which is a plan you may purchase through [redacted] at the point of purchase of the case. Most customers are aware if they have this. Again, that department was not able to find any claim under the information you have provided. We definitely want to help you but we may need some more information. The offer for the third party refund on the case remains if you are not otherwise working on a TWPP claim and can provide the requested information.Please let us know if you have any other questions.Best,Sarah

I am sorry for the frustrating experience that you have had overall We did close for several hours last week to have a company wide meeting. We are happy to help you with a warranty claim either online or over the phone. To complete a warranty claim online please...

visit [redacted]. We are also happy to speak with you over the phone, [redacted]. We are open from 6am to 9pm MST.

Complaint: [redacted]
I am rejecting this response because:  I have no way to contact [redacted] directly to provide the information to the company for the fourth time.  The only way to contact the company is through the automated form, which is where I started in April.  If [redacted] will give me an email address I will send the information in the hope that the product will be replaced and the issue will be resolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I had already gone back and forth with customer service. This phone WAS registered, and if you like, I'd forward the email response I recieved from you guys telling me that there is NOTHIN that you can do. My daughter, was actually the first one to contact you guys, what you failed to put on hour packaging is that you don't guarantee your product AT ALL. How can you promote and sell an item that is "Lifeproof" and WATERPROOF up to 6 feet when it didn't work 2 feet underwater (at best)? How can you charge almost $100 for said case and then expect me to pay to replace the phone that your product didn't protect? I don't want a new case. Why would I want a case that doesn't work, from a company that doesn't stand behind their product. I will gladly send her water damaged phone to you, but not without a phone replacement immediately. Why should she go without a phone for 2 weeks? Check your records, I submitted the said request and was told to go back to [redacted].

Complaint: [redacted]
I am rejecting this response because:
Lifeproof is still wanting to send me a phone case in which I have had 6 of them now, with all having the same issue. As a police officer and being in the [redacted] reserves, I need a reliable case. Not one in going to need to replace on a regular basis. All I asked for was for lifeproof to send me two of the cheaper cases with no shipping fee. I did ask if they would make one of them pink, just for all of the troubles I have experienced. I am greatly dissatisfied with the lifeproof nuud case. I thought maybe for our law enforcement and military lifestyle the lifeproof fre case would hold up better. Without seeing if I would accept or reject the offer, lifeproof just sent two more cases. Now I have cases coming in the mail that I do not want. Since its been several months I cannot even return them for my money back. I'm still stuck in a different position with this company. 
Regards,
[redacted]

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

[redacted], 
I am sorry to hear about the damage to your daughters phone. We advertise our cases as waterproof because they are designed and tested to meet IP68 standards for water and dust intrusion. Every case is water tested at the factory to insure it is waterproofed. In the owners manual...

we instruct our customers to water test the case prior to ever installing any electronic devices as well as before any planned exposure to water, every 3 months after purchase, and after the case experiences any shock. If these instructions are not followed this can result in damage to the device. We are only able to warranty the products that we manufacture, because we do not manufacture the device we are not able to cover it under our warranty. We would be willing to offer a refund for the purchase price of the case. If you are interested in pursuing a refund for the purchase price of the case please let me know and I will let you know what information we need. I apologize for any inconvenience this may have cause you. Please let me know if you have any additional questions. 
[redacted]

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.

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases have a limited one year warranty that covers the case but not the device inside of the case. We do extensive testing to ensure that our cases meet and exceed all of the claims that we make....

All of our cases are water tested before they are shipped out and we do ask that a customer complete the water test when it is received and at regular intervals throughout the life of the case. Should the case become damaged or stop functioning we are able to replace the case. Unfortunately this warranty does not extend to the device itself. While the case is an additional layer or protection it is not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

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 [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

Dear [redacted],Thanks for reaching out to us and sorry for any delays.First: we are not finding your previous incident so we have set up a new one, reference 13111525. We took the liberty of populating it with the information here in the Revdex.com complaint, though feel free to correct any information...

we may have. Second: per our limited warranty, we do not assist with our devices. We are in no way backtracking on any kind of promise made, either explicitly or implicitly, in our advertising or marketing materials. While we offer extra, added protection, it is impossible to promise you will never have damage to your device. and the case does not act as an insurance policy on your phone. You can read more about our warranty, here:https://www.lifeproof.com/en-us/warranty-full.htmlWe are not sure if we have made any other offers, especially if the previous claim was under another name, but we would like to offer to get you refunded on the cost of the case. This is what we need to get that processed: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 dateOnce we get these items from you, we will be happy to send you that check refund for the cost of the case.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. Please refund me for the cost of the case.  
Regards,
[redacted]

Lifeproof performs test on all of our cases before sending them out for distribution to ensure they meet the stated claims of protection. We then ask our customers to test the case before placing the device inside and then again every 3 months to ensure everything is working as it should. It is the consumers responsibility to take reasonable precautions regarding how you use your device and to expose you device to hazards at your own risk. Lifeproof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than Lifeproof.

Complaint: [redacted]
I am rejecting this response because: I received my replacement case today and it is yet another defective case. I have had Otterbox cases since they came out so I can say this with confidence. I do not want anymore defective cases. I spent $18 on [redacted] for a case that is far superior in that it doesn't fall out constantly. I feel the only response I can accept is either you contact me when your engineers figure out a fix or you pull all [redacted] cases off the shelf and admit you screwed up. [redacted] will not replace any more phones and I cannot afford a new one. I spent a lot of money on this case and it has gotten me nowhere.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: why do you state that the case is covered for craftsmanship and defects. Yet my case was bent which caused my phone to be bent therefore your case bent the phone!!!!! What part of this are you all not understand I also contacted the local congressmans office in the Denver area making them aware of your false claims and phony activities.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It doesnt seem we are going to come to a solution that is mutually acceptable. I am not happy with the replacement of the case since, once again, I have no working [redacted] to put in it. 
Regards,
[redacted]

Hello [redacted],
I sincerely apologize for the inconvenience and delay with the situation.  It looks like the receipt may never have come through for us, or we may not have seen the receipt when your first complaint.  I unfortunately do not have the ability to review your previous Revdex.com...

complaint, but if you would be able to reply to this complaint with the receipt for the purchase of the case one more time, I can get the refund set up for you.  If you have any other questions outside of this, please let me know.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I followed Sarah's suggestion and called the Total Water Protection Program after finally getting to talk to a supervisor,Paul, he said there was nothing they could do on their end since we had never contacted them before so they had no notes or information regarding the incident. He suggested I talk to a supervisor back at Lifeproof. I called Lifeproof back who talked to a supervisor and transferee me back to Total Water Protection. They were going to work on getting my phone replaced. I told them that I had already replaced my phone because Lifeproof stated in an email that the damage was not covered and that I would like some reimbursement for the phone I already purchased. He came back after talking to a supervisor and said they could not reimburse. I asked to be transferred back to a supervisor at Lifeproof. After more time being on hold (at this point had had been on the phone overall for over 45 minutes) the supervisor said that they looked up the Total Water Protection Program and the rules state that if we use an outside vendor then they cannot replace the phone. After being frustrated I hung up. The he issue is that the Lifeproof website is very confusing regarding claims for the total water protection program. It has been over 6 months since I purchased the case plus I was on vacation so I did not know that Lifeproof and Total Water Protection Program were different. I must be stupid to think that Lifeproof would cover a Warrenty on a Lifeproof case. Anyway, the only reason we went ahead and purchased a replacement phone was because we were told that the damaged phone was not covered. At the very least Lifeproof should have asked if we had the Total Water Protection Program, they did not.So since I got no help from anyone I am rejecting the resolution, which there was none since they say there is nothing they can do
Regards,
[redacted]

We would be happy to refund your shipping if you are not satisfied with the service that was provided to you. Please let us know if you have any further questions.