Otter Products LLC

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]

[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]

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

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]

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]

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:
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].

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

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.

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 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]

Complaint: [redacted]
I am rejecting this response because:
You have failed to acknowledge the biggest part of the complaint, that your customer service representatives LIED to me over and over again.  Apparently you feel this is an acceptable way to run a business because you seem to continue the lies in your generic responses to this complaint.  I was told many times that there was no workaround to the problem, yet when I called back and spoke to the same person and told them of the workaround I came up with they informed me that they had in fact used that very same workaround before and had success with it.  So every time they told me there was no workaround they LIED to me.  Now you continue to tell me that the problem was with my credit card and that the order didn't go through until IT had fixed the problem but I believe that is a lie also.  When I was initially told it was a credit card billing address problem, the computer system crashed and the representative was unable to proceed further with the claim.  When I called back the next time I was told that it was a shipping address problem not a credit card billing address problem.  When I finally called back to offer the workaround the claim went through fine despite being told that IT had not fixed the problem yet.  I will not roll over and accept your insincere apology after your company disrespected me by lying to me over and over again.
[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:
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]

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.

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 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]

Hello, I am truly sorry that the replacement case does not meet our high standards. In an effort to alleviate the frustrating experience that you have had with the case I would be willing to offer you a refund for the case.The case will need to of been purchased within the last 12 months and I will need a picture of the receipt. As a company we do value your feedback. All of your observations and concerns will be sent to our engineering department so that we continue to improve our product.  Thank you, Laura

Complaint: [redacted]
I am rejecting this response because:
I would like to see the photos that were submitted, as well as verification of what is incorrect please.  We do not have access to them because they were taken by the phone that will not turn on.
Also, we still have a phone that will not work and a case that was defective.  You should at least refund the $99 that we paid for the case.  Please note that replacing the case will not help our situation since the phone does not work.  A full refund of the $99 and verification of the photos that were submitted incorrectly would satisfy us.   One of the photos we provided was a copy of the receipt.
Regards,
[redacted] [redacted]

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