Otter Products LLC

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]

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]

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.

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]

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

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]

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]

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]

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

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]

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]

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

[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 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

Dear [redacted],Thanks for reaching out to us. We do apologize for any difficulty you have experienced.We have changed our warranty policy slightly to include a nominal Care and Handling fee. After surveying customers, we determined that the vast majority of people preferred to pay a small fee in...

order to make the processing of warranty claims move forward with fewer turn-arounds. We are definitely still happy to help you out with that warranty, though do not yet see any incident for that. Please give us a call at [redacted] and we will be happy to get that warranty rolling for you.Please let us know if you have any questions.Best,[redacted]

Lifeproof does perform water tests on all of our cases before releasing them for purchase to ensure they meet the IP 68 standard. We do recommend all of our customers to perform the water test after purchase and then again every 3 months to ensure all seals are working correctly. Because we cannot...

guess ever circumstance that may happen during a drop or while the case is submerge, we do not make any guarantees.  Our warranty is a manufactures warranty and we are only able to warranty products we manufacture. We have all of our warranty policies available on our website at www.lifeproof.com/policies-and-warranties, where we do state that we do not warrant, and is not responsible for, any smart phone or other devices made by anyone other than Otter. It does look like several options were given to you to assist in the matter by our customer service department. If you would like to move forward with any of the options, please give our customer service a call at 888[redacted].

Dear [redacted],I have been in contact with our Legal team, and as they are now handling you issue, we will no longer be able to help you in Customer Service.Regards,Sarah

Dear [redacted],Thanks for reaching out to us and sorry for any distress you may be experiencing. Per our limited warranty, we do not assist with any damaged devices. We do apologize if you were under the impression there was any kind of warranty on the device. Each LifeProof case comes with...

an insert that explains that we do not warranty the device. The outside of each LifeProof package, as well, has a link to the place on our website that explains the limited warranty. Here is that link:http://www.lifeproof.com/en/policies-and-warrantiesWe are happy to warranty your case if this has not already happened. We are looking through your recent incidents and are not sure which claim you may be speaking of. We are guessing it is the one from 8/12/2015. It does look like we sent a replacement out on that claim. If there is another claim, please let us know.Please let us know if you have any questions.Best,Sarah