Otter Products LLC

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]

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]

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]

Dear [redacted],Thanks for reaching out to us and sorry for any concerns you may have.Per our limited warranty, we cannot assist with the device. I have reviewed your incident and first want to apologize for any confusion about your request. It looks like we sent you a warranty replacement when...

we had actually given you the option to get you a third party refund on the case itself, as long as we received the correct information.I would advise to review the requested information to get that third party refund on your case and get that information to us if you would still like to go through that process.Please let us know if you have any questions.Best,[redacted]

Complaint: [redacted]I am rejecting this response because:Thank you for responding.  I do have questions.  Why has this been referred to the legal department?  The original response said it was due to my threat of legal action.  What threat of legal action?I reject this response because it does not resolve my original complaint.Regards,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.All of our cases are protected by our warranty. If your case is ever found to be damaged or defective, we’re happy to replace it for you. There is a nominal $2.99 shipping and handling fee, but you should not have to pay for...

a full replacement. You may call us at 855-688-7269 to get that rolling. The warranty is for one year, but we are happy to continue to replace that case as long as we have it in stock. We are not seeing a claim under this contact information since December of 2014, so we strongly encourage you to give us a call. Please let us know if you have any questions.Best,Sarah

Complaint: [redacted]
I am rejecting this response because:they still are commuting false advertisement by claiming it is drop proof. If your going to claim it is "drop proof" when selling it then it needs to follow this. So you need to stop your advertising campaign and say it helps prevent damage, but doesn't work 100% of the time. They won't do this because it will lower sales. So they are lying to make money off of consumers.
Regards,
[redacted]

I am sorry for the frustrating experience that you have had with your case and our product. All of our cases come with a limited one year warranty that covers the case however we are not able to extend this warranty to the device itself. If the case becomes damaged or stops functioning we are able...

to help you receive a replacement case. All of our cases are water tested before they leave the factory and we ask that a customer complete the water test before use and at regular intervals throughout the life of the case to ensure that the case remains water proof. Generally our warranty is for replacement not refund you will need to provide additional information to complete a refund not covered under our warranty. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Hello [redacted],
What we can do is offer a physical check to be mailed to you. In order to honor this type of refund we do need the purchase receipt. Ideally the original purchase receipt would be best, however we do accept reprints. Without the purchase receipt, we cannot proceed with the check refund. You can simply attach the receipt to your claim here and I can proceed forward with the refund.
I am sorry that the phone is damaged. As I have stated in the previous emails, our Limited Product Warranty does not cover the device. It is designed to replace broken products produced by Lifeproof only. The limitations of our warranty means we cannot replace, reimburse, or refund anything associated with the device as we don't manufacture that product. I do understand the frustration that you feel, and feel our product was promised to protect your phone. Our cases are intended as added protection and never guaranteed. There are too many variables that go into why a phone may be damaged, and because of these variables we are unable to ever guarantee a phone is free of damages. The check refund with the proof of purchase receipt is the best option I can give to you.
Sincerest regards,
[redacted]

[redacted]
I have heard nothing back with regard to my request to have a specific contact name and address to mail the receipt to for reimbursement.  I have already mailed it once trusting it would be received and my check would be sent.  That, however, did not take place.  I can not just send it to them again without a specific contact name and address.
Kindly,
[redacted]

Dear [redacted],Thanks for getting back to us and sorry for any confusion on the matter.We are seeing notes in the original incident that there appears to have been a reference to legal action in a call to us. While we cannot discuss this any further, as it has been referred to legal, we are happy to assist in the process of getting a replacement on your case.Please let us know if you have any questions.Best,[redacted]

Dear [redacted],Thanks for reaching out to us and sorry for any delays.I did look into this situation. So you know, not everyone qualifies for a third party refund. One of the requirements is that the purchase must be within one year from the date of the claim. We are seeing the purchase was made 14...

months ago. Our finance department is pretty strict about this. We are not denying the refund based on any other reason than that. The case is, technically, outside of warranty, but we are happy to make an exception to get you any case you like, battery cases excluded, to help you out. Please let us know which case you might like and we will send that right out to you.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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Your case has worked in water before, so to clarify again your case was poorly made. At that fault there was a broken device to which I am the owner, therefor you owe me a new phone. Why would this be my fault? Strictly lifeproof's fault. Figure it out.
Regards,
[redacted]

Dear [redacted],Thanks for reaching out to us. We are sorry for any distress you 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. http://www.lifeproof.com/en/policies-and-warrantiesSee LIMITED PRODUCT WARRANTYand Exclusions and Limitations.Similar text is on a pamphlet inserted into each LifeProof package. We understand you may have already returned your LifeProof product. Unless the purchase was under a different name and email address, we are not seeing you purchased that from us. If you did purchase it from us, please let us know the name and email that order was under so we can look that up for you.Please let us know if  you have any questions. Best,Sarah

Complaint: [redacted]
I am rejecting this response because refunding the cost of the cases doesnot help with the costly $200. Dollar repair of both [redacted] **. Consumers dont want to protect the case they want protection for the phone. The crack of both screens was due to a simple drop.  This is something your product advertises to protect against. I do not know how much I paid for the cases because it was included in a bundkw with the phones. Even [redacted] was under the impression your company would assist with repairs. I am not a wealthy woman. I do not have the means to get these exl ebsuve repairs so opted for a case to protect my investment. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] Lifeproof said that they would replace my phone because it was water damaged but they needed the case number and because it was hard to read because they put it in a place where it purposefully comes off then they did not want to deal with the liability anymore. My friend bought me the case from [redacted] as a gift and we called and they said they are the only carrier that will replace your phone and case of it is water damaged. Because they case failed me my phone is unable to be used properly and I would like a new phone I am not even worried about a new case because you guys failed to protect my phone.

Our policies and regulations reserve the right to request that a case be returned in exchange for a waiving of our normal $4.99 shipping and handling fee.

Complaint: [redacted]
I am rejecting this response because:first off off I am an educated individual who has own a life proof case before I can read instructions and did the test properly!!! Why would I put an $800 phone in a case that I have no trust in protecting it ?  Would you put your child in a defective life vest?   I have no use for this product and I am expect a refund on the 2 defective cases that were extensively tested!  If I do not have a reasonable resolution in the next response I wil be contacting my local action news to let them display all three defective cases and show the water test failure!  And how a company will not refund a product that does not live up to the advertised standards.
Regards,
[redacted]

After careful review of this situation, we will be refunding the amount which had been paid originally for your shipping. We do apologize for any inconvenience this has caused. You should be seeing that amount return to your bank account in 3-5 business days.