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Description

Otter Products, LLC is a manufacturer of protective cases for devices such as mobile phones, tablets and music players.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Otter Products LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Otter Products LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 689 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

689 complaints closed with BBB in last 3 years | 188 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 172
Billing/Collection Issues 7
Delivery Issues 22
Guarantee/Warranty Issues 177
Problems with Product/Service 311
Total Closed Complaints 689

Additional Complaint Information

For Customer Service contact information:

https://www.otterbox.com/en-us/contact-us

https://www.lifeproof.com/en-us/contact-us

Customer Reviews Summary Read customer reviews

32 Customer Reviews on Otter Products LLC
Customer Experience Total Customer Reviews
Positive Experience 15
Neutral Experience 0
Negative Experience 17
Total Customer Reviews 32

Additional Information

BBB file opened: April 11, 2002 Business started: 01/01/1998 in CO Business incorporated 01/01/1998 in CO
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Peter Lindgren, CEO
Contact Information
Principal: Mr. Peter Lindgren, CEO
Customer Contact: Ms. Sarah Rosenbaum, Customer Service Expert
Business Category

Manufacturers and Producers Mobile Phone Equipment Suppliers

Products & Services

Otter Products LLC sells the following brand(s): OtterBox, OtterProducts, LifeProof

Service Area
International
Alternate Business Names
Life Proof LifeProof OtterBox TreeFrog Developments Inc

Customer Review Rating plus BBB Rating Summary

Otter Products LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 209 S Meldrum St

    Fort Collins, CO 80521 (855) 688-7269

  • THIS LOCATION IS NOT BBB ACCREDITED

    650 Missouri Ave

    Jeffersonvlle, IN 47130

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been advised by **** ******* ********* to contact you in regards to an issue I have had with a product purchased in an ********** store but manufactured by an American company. I have emailed the company directly, but I am unhappy with their initial response to my email. I have since emailed them a second time asking for the issue to be resolved. I am yet to hear back from them in reply to the second email. This is what has happened, and what I consider to be only f*** compensation. On the 23rd of December my son purchased the OtterBox cover for his sisters phone after researching the best options for a waterproof phone cover. The cover was purchased from an ********** retailer, **** ***** ***********. The Otter Box appeared to be the best quality with excellent write ups across the internet. We left for a family holiday the day after boxing day with my daughter excited to take her phone to the beach confident it would be protected. All the instructions that came with the case were followed and off to the beach we went with her ****** secured in the Otter Box case. It claims on the packaging that the case has been tested at 6.6 ft water depth for 30 minutes. As she wasn’t planning on submerging her phone to that kind of depth, or for that long, we thought it would be protected. Off she went to take some photos around the rock pools. As she was crossing a shallow lagoon she briefly lost her footing and the phone, as she was holding it, splashed into the water for about * seconds. She gained her footing, crossed back and checked her phone when she got across. It was here that she noticed that water was on the inside of the case with her phone. She immediately opened the case and dried of her phone with her T-shirt. On arriving back to the house we researched what to do with a wet phone, popular solutions are to fill a bowl with rice and cover the phone. We left the phone like this for 4 days. It never turned back on. As the Otter Box did not do what it claimed to do I am seeking compensation for the cost of the phone cover as well as the cost of a new ****** ** **** and the retrieval of the data on the water damaged ****** **. I hope you can help me rectify this issue

Desired Settlement: as mentioned above - I am seeking compensation for the cost of the phone cover as well as the cost of a new ****** ** **** and the retrieval of the data on the water damaged ****** **.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

We do appreciate the passion behind the research you have done. That said, per our limited warranty, we do not cover devices. This is in no way a deception, and is in no way backpedaling on any kind of promise that was made. While we do extensive testing on our products, we have not control over the journey the case and the phone might take once it leaves our doors. It is extremely important to test the case on a regular basis, and to inspect the case each time one enters the water. An oversight, such as not assuring a tight seal of all openings, may still result in the case not offering maximum protection, and there is no way to trace what may have happened. 

Again, here is a link to our limited warranty:

https://www.otterbox.com/en-us/warranty-full.html

The warranty only covers what we have made, and since we don't make devices, they are not covered under warranty. The case, additionally, is not an insurance policy on your device. 

Perhaps even more importantly, and this is critical, the Armor case for the ****** * is not recommended to be used with the ****** **. For this reason, we especially cannot assure that the case would offer the anticipated protection. 

We are happy to work outside of our warranty policy and get you any non-battery case you like. This is a really big exception, under the circumstances, but we are happy to do this for you. This exception includes any tablet case as well. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: *******2

I reject the response made to me by Otter Products LLC and the subsequent offer made by the business for the following reasons:

 

In response to the statement in your response shown below - 

 

“Perhaps even more importantly, and this is critical, the Armor case for the ****** * is not recommended to be used with the ****** **. For this reason, we especially cannot assure that the case would offer the anticipated protection.” 

 

The ****** * and ****** ** are identical in dimension and weight - 

123.8 mm x *8.6 mm x 7.6 mm

112 grams in weight

The only difference in the phones is within the operating systems.

The above reason for the case not providing the anticipated protection is negligible in regards to the performance of the case and my claim for compensation.

When searching for this case on your own website it is listed on the warranty page for the ****** */*. Therefor your own site is suggesting this case is suitable for the ****** **.

 

On my recent research I have since discovered that you no longer manufacture this case and that you discontinued it’s production some time ago. I could find no reason for this discontinuation, but question whether the case should still be sold and advertised as a waterproof phone case.

 

You say you stand by your product but cannot guarantee the condition that it may be sold in. I cannot see how you can stand by your product or the claims made for it to protect the device inside it if there are so many variables on its performance.

 

“we have not control over the journey the case and the phone might take once it leaves our doors.”

 

If you cannot guarantee the performance of a product then such ambitious claims should not be made. If a product is tested in a controlled environment and succeeds in all that it is required to do, then the product should also do these things in a real world environment, shipping and storage conditions should not determine if a product works or not.

 

In response to the statement in your response shown below -

 

“It is extremely important to test the case on a regular basis, and to inspect the case each time one enters the water.”

 

The case was tested, as per the instructions, and the first time it entered the water with the device inside, it filled with water. It is quite difficult to rectify the damage caused, such as water leakage into a waterproof phone cover and consequently into an iPhone, once it has already happened. “Inspecting” it is not going to prevent it from happening.

 

While we researched prior to our purchase the best waterproof case for an ****** ** we did not research any possible failures of this product until after the product failed. There are a lot of independent reviews of the Otter Box Armor on the internet showing the product fails on most of its claims, including it’s impact protection and more importantly it’s ability to protect your phone from water. Had I known this information beforehand we would not have purchased the case.

 

I am aware of your limited warranty and believe it is a convenient way of avoiding any responsibility  when your product fails.

I do not accept your “really big exception” of offering me a new case of my choice, I would never risk the safety of any of my devices in one of your products again.

 

Therefor I am continuing with my request for compensation for -

  1. The cost of the Otter Box Armor phone case refunded - $79.98 (********** Dollars)
  2. The full cost of a new ****** ** **** - $829.00 (********** Dollars) + any additional costs involved.
  3. The cost incurred by us to retrieve the data from the destroyed ****** ** - I am unsure of the cost of this at present, but more than willing to obtain a quote from *****.

I estimate the amount to be approximately $1200 (********** Dollars) in total.

 

Your prompt action would be appreciated

Regards,

***** **********

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

We appreciate the details of your research. That said, there are differences to the ****** * versus the * aside from dimensions, most notably the touch ID. We did not design the Armor case for the ****** ** and it is not ideally used on this device. We apologize if there was any confusion about this from out our cases are grouped on the warranty page. At best, the case might be able to be used on the device in a pinch, but it is not optimal and not thoroughly tested. Regardless of this, we cannot assist with devices in any way or form. 

Additionally, we have no way of tracing what may have happened: there may have been user error, an incorrectly performed water test, an undetected crack in the case, to name a few. 

In short: we cannot assure against potential user error or damage that occurred after the case was in a user's hands. It is extremely important to inspect the case before each and every contact with water. There is no case that is assured to never suffer damage, and once a waterproof case has been compromised or incorrectly used, we cannot assure that it will provide protection as expected. 

We are always coming out with new products and phasing out old products and this is basic supply and demand, like with any company. 

The offer to assist with getting you any case (aside from battery cases) that you like stands. 

Please let me know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

While I am not happy with the outcome of this interaction I feel I have no choice but to accept the offer forwarded by Otter Box. This in no way compensates my family for the financial losses incurred by the products inability to perform its advertised function.

I realise, that Otter Box admitting fault would render the company liable for a number of similar cases and the cost of a lot of new phones would fall on their business. I understand this would not be good business practice for you.

Whilst my daughter is devastated that the ****** she spent 2 years saving up for will not be replaced, she has learnt a valuable lesson, not to trust dubious advertising claims of protection for something that she values so much.

 

I have browsed through the selection of products on your website and have decided to claim the **** *** Agility Keyboard Portfolio + Shell in black leather as my compensation with shipping and handling costs covered by Otter Box.

If you require any additional shipping information please contact me.

Regards,

***** **********

Business Response:

Dear *****,

Thanks for your understanding and sorry for any delays.

I want to verify we want to send you the Agility system Keyboard and Shell for the ****, not the **** in black leather. I also want to make sure this is the correct address, since it is going so far:

***** **********
** ******* ****** ******* ******** ***   **** *********

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

Dear Sarah,

Thank you for your reply.

The case is for an **** ***, not an **** *** *.

The product code on your site is - ************.

The postal address is correct but a more secure option would be our post office box with ID required on collection.

This address is:

 

** *** **** *** *** ******   ****

********

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


Kind regards,

***** **********

2/9/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i paid $60 for a otterbox for my phone i tried to submit a warranty case for my case and otterbox is trying to make me pay a shipping. my otterbox is starting to tear and i refuse to pay a shipping a shipping fee for a case i paid $60 for.

Desired Settlement: i would like for the warranty shipping fee to be waived

Business Response:

Dear *******,

Thanks for reaching out to us and very sorry for any delays.

It looks like we already took care of that issue with the fee waiver in incident ********. We waived it again in ********, but that was a different issue as it looks like we ordered the wrong color the first time, and we take responsibility for the error. This fee waiver is generally something we can only do on a one-time basis. 

Please let us know if you have any questions. 

Best,

Sarah

2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 20th 2016 I order Apple Resurgence ****** **** Black Case for $99.95 Plus shipping & tax total come to $107.95, then on January 27th 2016 I go online to order another one and seen the price has changed to $59.97 plus shipping and tax. I called Otter box at 1-855-688-7269 Spoke with Molly and told her that I seen the price charged and I wanted to know if i can get the price difference on the otter box case I ordered. Molly then said NO OtterBox does not do that, I then told Molly I would like to return my Purchase I made on January 20th 2016 then and that OtterBox just lost all of my business if Otterbox will not refund the difference I also told her that is bad business practice to make a customer return and then re-order at the new price I would just like a full refund. after telling Molly all this Molly then became rude and hung up on me. leaving me with not knowing if my return was started or not so I had to call back.

Desired Settlement: I would like a FULL refund even the $5.00 the company wants to hold for shipping. I want the full refund of $107.95 like I paid if Otterbox is going to make a customer go through loops and holes to get the price difference for an item they bought I would of never ordered from OtterBox and the company lost all my business and I will also tell everyone I know and sell to as a retail sells rep

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are not able to apply current discounts to older orders. Setting up this RMA would be the way to get the refund on the initial purchase. 

The promotion is currently on the website, though bear in mind that promotions are subject to change at any time.

If you like, we can remove the return freight charge on that RMA.

Please let me know if this might work for you.

Best,

Sarah

Consumer Response:

yes please refund the shipping charge for a full refund back to my card. i want it like I never even placed an order with otter box I want a full refund 

 

thank you. 
***** ** ****

2/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the lifeproof NUUD phone case for my ****** ** because on Lifeproof's website they advertise it as drop-proof. I dropped my phone from my hand onto my floor (about 3 feet) and the phone screen shattered. I realize they are not liable to fix my phone, but they should not be able to advertise the case as drop proof. They claim "NÜÜD for ****** ** lets you venture off the beaten path and return with your phone intact" this is an untrue statement- I didn't even venture off the beaten path and their case didn't stand up. Written on their website is "LifeProof NÜÜD tears down all barriers. WaterProof and DropProof with screenless technology..." Proof is defined as: able to withstand something damaging; resistant. This phone case is not resistant nor was it able to withstand a damaging drop. This company is falsely advertising their products. I purchased this product based on these claims I now know to be false. This has led to me not only paying $60 for their case, but it has also led to damage to my personal property. which will exceed $100. After contacting lifeproof, they agreed to return my money for the case. This solves only a small portion of my problem. Their false advertising directly led to the damage to my cell phone. I do not want anyone else to fall victim to their false advertising. Furthermore, I do not believe I should be responsible for the damage to my phone as I was sold a drop proof case that is not in fact drop proof.

Desired Settlement: Discontinuation of the 'drop proof' claim for the lifeproof NUUD case and compensation for the damages I received as a direct result of this false claim. I believe lifeproof should repair my phone screen. I would have never purchased this product if it did not claim it was drop proof. I always used to buy another high end case, otterbox, but switched to lifeproof because of the drop proof claim. This claim is a false claim, leaving lifeproof directly responsible for my damages.

Business Response:

Dear *******,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with your device. This is stated on our website:

https://www.lifeproof.com/en-us/warranty-full.html

There is also an insert that comes with each LifeProof package that explains this, as well as a link on the bottom tab of the package that leads to the above limited warranty web page. 

To clarify: the case does not act as an insurance policy, nor does the warranty coverage extend to the case. Additionally, there is simply no case out there that 100% assures that you will never experience damage to your device. There is no implicit or explicit promise anywhere that our cases will absolutely prevent you from experiencing damage to your device. The important thing to keep in mind, is that while we do test our cases extensively, once they leave our doors, we are unable to trace every second in the journey of the phone and the case, and it is impossible to know what additional falls, scrapes, taps or scuffs the case and phone may have experienced, or even if there was undetected pre-existing damage to the device before the case was installed. There are instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

We do have everything in place to process a credit refund on your case. Please let us know if you will accept this resolution and we will be happy to push that through.

Please let us know if you have any questions.

Best,

Sarah

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an otter box and my phone suffered damage while inside the product. Upon contacting the company I was told that while they provide a product that is suppose to provide protection, they do not have anything in place or anything to do with any damage that occurs with the device while their product is in use. I have photo evidence of the glass trapped inside the case at the point of impact, which shows this took place with the product in use. I was told that it doesn't matter and I would not be given any form of compensation.

Desired Settlement: I feel that this company should provide some form of compensation when it can be proven, without a doubt that damage occurred while their product was in use. It will cost $150 to have the glass on my phone replaced and being I purchased this product as a form of protection, I feel this cost should be shared.

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays.

We do charge a nominal Shipping and Handling fee on warranties. This was actually begun due to customer feedback: a majority of customers preferred to have a quicker turn-around on warranties in exchange for this fee. We do apologize if you found this upsetting in any way. 

I am happy to waive your fee on a one-time basis, especially as it looks like you just purchased your case. That said, I cannot find your original incident from having called us. Perhaps it was under another set of contact information? At any rate, if you could make sure you get us some more details about the case (we need the serial number(s) from inside the case, the model of your phone and the color of your Defender case), as well as verify the correct contact information for that warranty, we can go ahead and ship that out to you with no fee. Bear in mind, this is a one-time exception and we cannot make this exception again.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

I believe you have purposely misunderstood my complaint. The complaint is that you make a product which is suppose to provide protection and when it fails to do so, you tell the consumer "oh well." You have nothing in place to protect the customer should your product fail. Replacing the case does not help with the damage to my device. I'm confused as to how you sell a product that is suppose to provide protection but have no type of assistance to the costumer should it not. That's the same as purchasing insurance for your home, just to find out it doesn't cover you if you're robbed. I was robbed of the opportunity to not purchase your product if I had known you don't have policies for its malfunction. This should be in writing on the packaging, "Otter Box is not responsible should your device abstain any damage while OUR product is in use." Photos submitted show where there is glass reaped behind the screen protector of the case.

Regards,

****** *******

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any distress you may be experiencing. We are also sorry if you feel like we are giving you the brush-off in any way.

The warranty on our product is just for the case itself and does not extend to the device. The case absolutely does not act like an insurance policy in any way, and we never make any promise, implicitly or explicitly, that it does. It is extra, added protection but not insurance. You need an insurance policy in place for that.

The statement on our limited warranty is available on our website:

https://www.otterbox.com/en-us/warranty-full.html

We can assure you that we are following all federal guidelines on warranties.

Under the circumstances, we may be able to go outside of our warranty and get you a third party refund on the case, but we need some specific information in place:

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 
Your handwritten name, current date, and signature
3) 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 date

Please note that the receipt is critical, and must show the case was purchased within a year ago. We also need to see documentation of the damage to the device. 

We also still do ask if you know if a different family member may have made the initial call to us, as we are having trouble finding your incident.

Please let us know if you have any questions.

Best,

Sarah

 

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

I am only hearing excuses. How is a company created to design protective cases, not have a policy in place when their product malfunctions? Any other company has to have measures but Otter Box is exempt? Why do you not put an advisory on the product itself, instead of making people look for it? Oh because if you put "Otter Box is not liable for any damage to your device while our product is in use" on the package people wouldn't buy it. At that point people would question buying a product that WILL not assist them should their device be damaged while their product is in use. I'm wondering how many other people have had this issue. I feel like this might be class action lawsuit material. Also, if I wanted a refund on the product I would go back to where I purchased it. Refunding the money spent on the case does not fix the fact that your product did not protect my device and you have no policy in place to assist me. Why not have a contract with a third party retailer who fixes screens at a discount for those who use your product? If a person can prove beyond a shadow of a doubt, your product malfunctioned that's the least you could do. A simple "Mr/Mrs customer, We're sorry this happened but if you visit our friends at (insert retailer) they will take care of you at a discounted rate. Just bring your receipt and they'll assist you." Now I don't think that's unrealistic at all. I see now though that you only care for the next dollar and not for the consumer who purchased your product thinking they had protection. I feel your company should be made to put that advisory on the FRONT of the packaging. I'm sure you won't even consider doing that though, will you?

Regards,

****** *******

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new cell phone on 12/30/2015 and an Otterbox case that is designed for my phone model. I bought the case based on its claims to protect my phone from drops. I could have bought a number of different cases but bought theirs since it claimed to be "military grade" and to have drop + protection. About a week later I dropped my phone a single time from hip height and the screen broke. My expectation when buying this product is that it would protect my phone for the life of my phone but it didn't provide any level of protection and the product failed to protect my phone the first time it was needed. I contacted Otterbox and they were willing to return my money for the purchase of their product and to send me a replacement case. Their product did not meet the claims they make for it. I don't want a replacement case since it doesn't protect my phone. Returning my money for the purchase of their product is not going to help with the damage to my phone. Product claim: What do 24+ tests and 238+ hours of testing mean to you? They mean your OtterBox case is ready to dive into your day without a second thought — just like you are. OtterBox Certified Drop+ Protection means drops, bumps and fumbles are just the beginning. It means your device is protected from the barrage of wear & tear you subject it to everyday. So go ahead — do what you do and leave the protection to us.

Desired Settlement: They have made claims for their product which did prove to be true. I purchased their product for the purpose of protecting my phone. Their product did not do what it was purchased for or advertised to do. I want to be reimbursed the cost of the case ($43.49) and the cost to replace my phone ($860.61) and the screen protector ($6.95) that I will need to replace when I get a new phone. I am out $911.05 due to their faulty product. I would also be ok with the phone being repaired instead of being replaced but I haven't been able to find anyone that can fix this particular phone. I have been told that to replace the screen for a ****** ** **** is difficult and costly and runs over $300 to replace the screen. I would settle for the cost of the case, repair and screen protector which total would be about $400 if I can find someplace that can do it.

Business Response:

Dear ****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we do not assist with damaged devices. This is explained on our limited warranty page:

https://www.otterbox.com/en-us/warranty-full.html

Please note that the case does not act as an insurance policy on the device, nor does the warranty on the case extend to the phone.

We do test our products extensively. That said, we have no way of monitoring every moment in the life of a case and a phone once the case is out of our doors, and it is impossible to trace the exact string of events that may have led to a damaged device. Additionally, there is no case out there that 100% promises that you will never have damage to your device.

It looks like we have offered to both refund your OtterBox case and also get you a new case. We are still happy to do this, but we would still need that requested information.

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
Your handwritten name, current date, and signature
3) 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 date

You mention wanting a refund on the screen protector, but if this is not one of our screen protectors, we cannot do this. For one, this case refund is already a special offer we are extending to you and for another, we can only assist with products we have manufactured. If it is one of ours, we need to see that on the receipt. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

It is not acceptable. I incurred $316 in damages because this company's product did not work as advertised. I found a site (link) below that I can use to ship my phone for repair. The repair will cost $260. To resolve this issue I would like $316 for the damages I incurred which is $260 for the screen repair, $45 for the return of the faulty device, and $11 for the screen protector I will need to replace when the screen is repaired.

My request is very reasonable. I am not looking to make anything out of this dispute, I just want the damages I incurred reimbursed. If this company refuses to stand behind their claims they should not be allowed to sell this product and make the claims they do. They should be forced to retract their claims and recall their faulty product. Other consumers are going to spend money on their products based on their claims and have their property damaged as a result. This should be illegal.

They claim extensive testing and say they have drop protection and tout how safe your device will be. I have no faith in their "extensive" testing. It must have been done in a pillow or feather factory or on top of a pile of pillows. I did a single real world test by dopping my phone on the ground a single time and their product completely failed to provide any of the protection they claim to provide. I purchased an expensive product to protect my phone and did not receive any protection.

It is a reasonable expectation to think that the product you purchase to protect your expensive phone will withstand a single drop. If that isn't the case then there is something wrong with the product and it should be recalled. In response to the businesses response to me, there was no series of events. The series of events is that my phone got dropped a single time and their protector did nothing to protect it. I can provide my phone if there are any tests that can be run or investigation that can be done on the phone to back this up. Maybe they store impact data or something. I am telling the truth and this is ridiculous.

https://*****************************************************************************************************************  


Regards,

**** *******

Business Response:

Dear ****,

Thanks for reaching out to us and sorry for any delays.

We do appreciate the passion of your argument. That said, we must stress again that the case does not act as an insurance policy on your device. We did not manufacture your device and we do not insure or warranty your device. Also, we do not promise anywhere, implicitly or explicitly, that you will never suffer damage to your device or that we can assist with device repair or replacement in any way. There is no way of knowing what small taps or dents the case and/or device may have been exposed to up to the point of damage to the device and it is impossible to trace it. Even if it only took one fall, there are some very strange situations where just the wrong fall at just the wrong angle can still result in damage to a device. We also do not know if there may have been a defect to the device. The case is meant to give you extra, added protection, but it is impossible to assure that damage will never happen. We do apologize if there was any other interpretation of our our warranty works.

To be clear, we are following all federal guidelines on warranties. Warranties essentially never include coverage or replacement of third party items. We urge customers to also have insurance in place. 

We are still happy to get that third party refund on our case along with a replacement case (any non-battery case).

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
It is not acceptable. The company is not taking resposibility gor their product which did not work as advertised. I want to receive compensation for damages. I would also like them to be forced to remove their product claims from advertising and to have to recall their product.
Regards,

**** *******

1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 11/28/15 i purchased 2 lifeproof cases at the cost of $74.99 a piece. The cases are supposed to be waterproof,snow proof,dust proof and shock resistent up to 6 feet. My boyfriend was getting his phone out of his pocket and it fell...no more than 2 1/2 feet. When he picked up his phone the screen was shattered the case itsself was fine. I called lifeproof and they refuse to pay to have his phone fixed. We got the cases because we were told theae cases would avoid him breaking his pho e as he is a building contractor. If i would have known they would not stand up to their warranty i would have purchased a much cheaper cell phone case. What can i do to make this right? It seems to me that this is false advertising of their product.

Desired Settlement: I would like lifeproof to follow up with their guarantee that this case was shock proof and pay tonhave the screen fixed on the cell phone. I believe they are false advertising when they dont make things right.

Business Response:

Dear *****,


We very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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 signature
3)    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 date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

For more information about our warranty, please click here: https://www.lifeproof.com/en-us/warranty-full.html

Thank You,
Stephanie



1/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As someone who works retail/customer service I know it's not always the easiest job but I have had the worst customer service with Otterbox (which is very well known company/brand). I made the decision to order a phone case from there cause I need one badly, well my order couldn't be processed but they took the money out of my account (& these cases aren't cheap). After researching on their website they have noted that this is something that happens they take the money even if the order wasn't processed. Sooo I waited the 3-5 business days (it's been 11 days now) like they stated to do until the money will be refunded into my account. I have emailed them at least 25 times about the incident & I have no answers & no money back into my account & also no phone case. As a huge company/brand I figured that it wouldn't go this far but it has & I'm fed up.

Desired Settlement: Either I want my refund or I want the phone case like I did in the first place

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

I did look into that pending charge you had on December 245h under this email address. When I attempted to reverse the pending charge, I received the message that there was no longer a pending authorization on that, so you should have already received the funds for $29.16 back. This is standard for our system to attempt a pending charge before the hard charge. In some circumstances, the pending charge is drawn but the order does not got through. This generally drops off in a few days, but it may be that due to the holiday season it took a little longer. 

We can't push the order through, but feel free to call us back at your convenience to replace the order. You may want to reach out to your financial institute to see if you might be able to get further detail as to why that order did not go through.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I have waited 11 days giving you guys all the holidays and even Sunday's off. I can not reach out to my "finical institution" for the fact that it's a ******* that my checks load onto. There's no number to call or anything. The money is still out of my account saying your company's name next to it.

Regards,

***** ******

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

We do recognize how distressing this has been. That said, is simply no further action we can take on this concern, and there are no lingering pending charges on our end. We are actually seeing this was a credit card transaction, but if you think there may be a ****** attempt under another email address, ****** would be the best place to call. You can call ****** at * ***** ********. They should be able to answer any questions you may have about charge reversal timeframes on their end.

Please let us know if you have any further questions or concerns.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: well according to everything on my end you guys still have the charge from my card

Regards,

***** ******

Business Response:

Hello *****,

Again, our apologies this has been such a distressing ordeal for you. Again, we can assure you that the Authorization charge has been fully reversed on January 07, 2016 at 12:07:04 PM. Would you please contact your bank who will be able to confirm this. Due to the holidays, there may be a delay on their end to put those funds back into your checking account.You used a **** card ending in **** and not ******. We do have documentation on our end of this.

Please let us know if we can be of further assistance.

Thank you for choosing OtterBox!

Stephanie


1/19/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof advertises on websites (including their own), in magazines, and on their packaging, that this product will protect your cell phone from water (up to 2 meters), drops (up to 2 meters), and protects from snow, sand and dust. I followed the directions per packaging and still got water in my case damaging my iPhone 6. It cost me over $200 to replace with T-mobile for out of warranty. LifeProof just offered to replace the case and after some discussion, refund my purchase cost for the case. They point out in their fine print that they do not cover the product they are protecting. This appears to me as false advertising. As I search the net, I have seen several others that have had the same experience. How can you make promises, as your sole selling point, and when that proves false, have no consequences for your promises?

Desired Settlement: I would like to be reimbursed the amount of $271.93 for the phone and $65.09 for the case, but mostly I would like for others to not be deceived by the advertising of this product. If they are not going to cover the cost of the product they are claiming they protect, then that has to be more clearly stated.

Business Response: Hello *******,

Thank you for your email. As previously explained, we do not warranty the device. Here is more information with regards to our warranty: https://www.lifeproof.com/en-us/warranty-full.html

Again we are very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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!

Consumer Response:

Complaint: ********

I am rejecting this response because: LifeProof advertises that their cases are, well, life proof. That they will protect your device from water, drops, dirt, and snow. When you look on their site, that is what they sell their product as. When you read the description on Amazon, Apple, and other sites, that is what they sell this product as. When you read the packaging, that is what they sell their product as. It is very difficult to find where they state they will not cover your device. If the company puts that much effort into making their product look like it will perform the way they advertise it will, then they should stand behind their product. They market their product will protect my $700 phone and I believed them. When their product did not do what they promised and destroyed my device, they deny all liability and state they are covered by the fine print. This is nothing short of misleading and false advertising. As I have researched this farther, I have found this to be an issue with many, many other people. It's not right that a company can make promises that they know they don't have to live up to. 

Regards,

******* *******

Business Response: Hello *******,

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.html

Per 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

Consumer Response: Complaint: ********

I am rejecting this response because: I, as well as many others, trusted the promises of LifeProof. Looking online, reading blogs, comments on Facebook and other complaint pages, I have now come to realize that this is an ongoing problem for many of LifeProof's customers. I love that they apologize that "the product did not meet my expectations and for any distress that I may be suffering," but my expectation was that their product would just simply do what they claimed it would do on everything they publish and my distress is that I was out a phone, case and money they promised to protect. A business should not be able to make claims about their product they know to be false. I have read countless cases of people being angry over this product not doing what it promises and destroying their phones. This has to be known to be an ongoing problem. I don't know how it can be allowed for them to continue doing this. There needs to be a clearer message on their product packaging and advertising and website that this product has been known to fail for many customers. To keep making these assertions is lying to the consumer and there needs to be something done about it. I would like my money for my phone and case reimbursed, sure, but I mostly want there to be a change in the way the company promotes itself. Their product is not waterproof with the device in it. Their case is not drop proof, as many I have read have had busted screens on small drops. This is just not right and I am tired of just hearing "read the warranty information" and getting a link to it. 

Regards,

******* *******

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At the end of June we purchased ***** NUUD ****** * **** BLACK AMER V2 Item No: 77-51145 for $99, and LIFEACTIV ARMBAND WITH QUICKMOUNT Item No: 78-50355 for $49. These items were purchased for my husband, and he off and on had a lot of issues with the person on the other end of the line not being able to understand or hear him when he was talking on the phone. The constant complaint was he sounded "muffled." We attempted to troubleshoot the "muffled" problem for several months on our own. He works in a building with concrete walls which can sometimes get poor reception, so initially we thought it was his office building causing the muffling problem. However, he began having the problem at home and in public places. We took the phone to *****, and they actually troubleshot the phone, couldn't find anything wrong, and still gave him a brand NEW phone! However, the problem continued. The phone is very large, and my husband's face is small, so we chalked up the muffling problem to the size difference in the phone and his face. I tried to help him learn how to hold the phone so the mouth piece was close to his mouth so we could best hear him on the other line. This seemed to help SOME of the time, however, it got to the point I would not contact him unless it was an emergency, because I could not understand him on the phone. He also began using the phone less and less because of the constant complaint that people couldn't understand him. I talked with a few people I work with who have the ****** 6 large size, and they do NOT have ANY problems with people hearing them or understanding them on the phone. We continued to chalk it up to the difference in size between the phone and his face. About a month ago my husband asked a tech person at his job about the muffling phone problem he has been experiencing, and the person said it was due to the LIFEPROOF cover that we have on the phone. Initially we were skeptical, but the sales person at the store where the *new* cover was purchased said the muffling problem is a COMMON complaint with the LIFEPROOF case that we have on the phone! We purchased a new phone cover (not Lifeproof or OtterBox brand), and the muffling problem was instantaneously resolved! Everyone can hear my husband very well on the phone, and there is NEVER any complaint of sounding muffled. I took all this information to the directly to the LIFEPROOF Company (where I purchased the original phone cover), and they immediately sent me a NEW LifeProof phone cover as a replacement. I don't know why they sent a new phone cover. The phone cover is not defective, the design of the phone cover is not appropriate for the phone. The design is for waterproof, and water divers, and it offers too much protection for the phone. My husband CALLED LifeProof and explained our entire history with the phone and phone cover to them, and requested a refund for the cover that we are unable to use because of the muffling problem. He also requested a refund for the armband for the phone cover, which was never used & is still in new condition. Instead he was sent an email with directions of how to clean and troubleshoot the Lifeproof Phone cover, and told to call back if the new phone cover didn't work. The new Lifeproof phone cover was deliver, and of course it didn't work. We had the same issues with the new Lifeproof phone cover as we had with the original Lifeproof phone cover we purchased several months previous. My husband CALLED Lifeproof AGAIN, spoke with a manager, requested to return all the merchandise and requested a refund, and was basically told to enjoy the phone covers, they would NOT be refunding anything.

Desired Settlement: REFUND $164.23 ($99 phone cover + $49 armband + tax) Provide a postage paid return mailing label so we can return the items

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any distress you have experienced.

We are not able to process refunds on cases outside of 30 days. We can see this purchase (order number **********) was on 06/26/2015. We can sometimes make exceptions for an extra few weeks, but this is way outside of our return period. We do encourage customers to contact as soon as possible if they are experiencing issues with their product. 

What I can do is offer to get you any non-battery case you like. Please know that this goes way outside of our standard warranty, as the warranty is usually strictly case-for-case. We are happy to just send that out to you, with no additional shipping and handling fee. All we need is the serial number off of your current case.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

We never wanted to return any of the items, which is why we kept trying to troubleshoot every possible scenario before coming to the realization the cover design is defective.  Yes, it took several months.  We are a dual military couple, and it's not often convenient OR available for us to go to the ***** Store or ******* store to troubleshoot a brand new phone.  

We are now stuck with over $160 worth of merchandise!  We would have NEVER purchased a different phone cover/case, IF the original NUUD LifeProof cover did not make the conversations muffled.  

The armband was never used, and the phone cover is still in great condition.  

No, we don't want anymore of your products, even if offered free.  This transaction has been one nightmare after another, and an enormous waste of time AND money.

Next I will be contacting the Department of Consumer Affairs, and RipOff Report, in addition to posting this story on review sites and contacting my credit card company.

What a terrible company.  You ought to be ashamed of yourselves for blatantly ripping off consumers and NOT standing behind your products.  

I am NOT the ONLY consumer with this issue.  If you visit ******, you will see this NUUD ****** * **** case received a ONE (out of four) star rating for 39% of the purchases from 599 reviews.

Some Review Examples:

Also, just like others have mentioned, the audio quality is terrible.
LifeProof, we used to be friends. You need to go back to the drawing board and make some major changes before we can be friends again.

HOWEVER, I might as well have taken $100 and flushed it down the toilet. When I called someone, they couldn't hear me or complained that it sounded like I was under water. I like to talk on speaker phone while I drive and I couldn't. When you try to play music on it, you can't hear it hardly at all, even with the volume all the way up. I had to take the case off of my phone so I could talk to people on the phone. Now, the case sits on my desk as a reminder of the money I threw down the drain. I am beyond frustrated over the amount of money I paid, when I could of spent half of it on an Otterbox. Now, I have ordered an Otterbox and wasted more money.
DO NOT BUY.

Extremely disappointed with this purchase.
1. Audio is so bad that you have to use speaker phone or take the case off to use the phone.
2. Customer service for returns at life proof is awful. I tried to return under their 100% satisfaction policy and rather than return my $ they gave me another case.
3. When I received my new case the audio was only marginally better. I took the case off to use the phone and broke my screen putting the case back on. The case is not fully on and I have cracked screen.

Had this cover on my phone for 1 day before taking it off and returning it. After spending $100 on this cover, there were 3 things to note:

1. I think I spoke with 8 different people on the phone. Every one of them said they could barely hear me
2. I had the volume cranked all the way up. I had a difficult time hearing the person on the phone as well.
3. I did a test where I was playing music on my phone without the cover on it. Once I snapped the phone together, you lost 50% of the audio. You could actually feel the back of the cover vibrate from the trapped audio

Don't waste your money on this case. Especially for $100

can't hear anything audio while in case. was looking forward to a new case. In the trash 100.00 bucks. Otter.

1. Charging port won't stay close.
2. Callers are unable to hear me.
3. Audio out is horrible.

I have had numerous cases over the years, my experience with Lifeproof has not been very good. People say they can not hear me on the other line, says its a muffled sound.

I have always loved life proof cases but this one takes a large step back. The build is shotty to the point I have to send mine back a week after getting it because the rubber buttons broke off and the waterproofing over the ear piece cracked as well. In addition, my calls are muffled I have to put headphones in to talk to anyone for an extended amount of time and I had to remove my tempered glass to get case to fit.

I am so disappointed with this case that I am almost in tears. For such a high price it is an enormous disappointment and I am outraged. As I do not live in the United States I have no way of return this over priced product. What a wast of money!!!! I had bought life proof cases for the ****** **** and ** but this specific case for the ****** * **** does not let anyone hear me. My voice sounds super muffled to everybody I call and I can hardly hear the people. Of course I have checked the volume of my phone and that is all set on high. I am so sad I spent all of this money for nothing, I will be throwing this into the trash as it's unusable for me.

I am very disatisfied with this case. It isn't at all what it's cracked up to be. You can't hear the ringer even when turned up all the way. People can't understand me, saying my voice sounds muffled. I took the overly priced case off and no more problems.

Horrible - just bought it - tried calling a friend - muffled

Cons:
Phone calls are EXTREMELY muffled. Everyone that I talked to complained about how "muffled" I sounded and I also was unable to hear anyone talk unless I was in a very quite environment.

The sound is INCREDIBLY muffled. I had the case on when I made my first phone call and I couldn't hear the person at all. It was as if the phone wasn't working but I could see that it was connected. I turned the volume all the way up and could barely hear them.
I also tried the speakerphone and it sounded like the person was in a tunnel.
Taking the phone out of the case resolved this issue. Everyone was loud and clear.

people on the receiving end of phone call cannot hear you. The sound is muffled and it is unacceptable to use.

Callers say I sound muffled and they cannot hear me. When I explained I thought it may be my "new phone case" one caller asked "is it a life proof?" I should have done more research prior to purchasing because I have met 3 peers at my company who have had the same negative experience. -waste of $

I wish I could give it negative stars. This thing may protect your phone from a bunch of stuff, but it renders it COMPLETELY UNUSEABLE AS A PHONE. No one can hear anything you say, and you can't hear them. I even enabled the hearing aid accessibility option and it's still so muffled it's useless. I have only had it for a week and already I am so sick of apologizing to everyone that calls me and having to yell at them on speakerphone to hang up and text me instead.

The proof is in the pudding.  The phone case design is defective.  Please do the RIGHT thing, stand behind your inferior product & issue a refund.  

***** *******

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any continued distress.

We normally do not offer RMAs for purchases outside of 30 days (with, at most, 3-5 weeks of wiggle room under unusual circumstances). We do see there was a return for a different purchase (**********) that happened within a month (perhaps there were two orders of the same Nuud case), so it seems you would have been aware of our return time frames. That said, we don't see any kind of warranty claim for six months on this order in question, which makes it harder for us to see a trace of your having had trouble with it. It is especially puzzling that you would not have contacted us earlier. if the situation was as dire as you have described.

That said, we do indeed recognize that this has been an extremely upsetting experience for you and your husband. We also appreciate your letting us know about the research you have done, but bear in mind people's experience may vary.

Here is what we are willing to do: we set up an RMA and will send you out a shipping label and you can then mail us the case. Please know that the refund will be in check form, as we are too far from the purchase date to refund you back to your original credit card. We will refund the whole purchase, but bear in mind that this is also a very unusual exception, as you mentioned yourself the armband was in perfect condition and was not the item that was giving you trouble. 

While we will go ahead and set this up once you agree to this, please remember that it is very important to reach out to a company as soon as you experience difficulty with a product so as to make a process such as this easier. We are not an unreasonable company, but, like most companies, we ask customers to at least meet us halfway. Should you ever be a LifeProof customer again, we will not be able to make this kind of exception again. We encourage you to request clarification of our return and warranty policies should you ever be uncertain of them, moving forward. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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


Regards,

***** *******

1/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The first part of Oct. 2015 I filed a claim on an ****** * paying a $200.00 insurance claim deductible. The same day I filed a claim on the otterbox I had because it was ripped. Tonight I dropped my phone, the otterbox case broke and the screen on my phone completely shattered. The first call I placed to Otterbox I was told by Henry ( customer service rep) they could only replace the case waiving shipping and handling fees. ********, the insurance carrier for wireless provider, stated I would need to pay another $200 deductible. I called otterbox back speaking with another customer service rep (Krister) and customer service manager ( Cory) who both told me they only thing they could and would do is replace the case. I asked for a contact number for the CEO and was told the Executive Team info could not be provided for security purposes. After stating I would contact BBB, the manager told me to do that if that's what I wanted to do.

Desired Settlement: Refund of insurance deductible amount of $200 along with case. Had they not advertised their product to provide the protection they claimed it provides, I would have chosen another product.

Business Response:

Dear ****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with damaged devices. You can read about that here on our website:

https://www.otterbox.com/en-us/warranty-full.html

The case is not supplemental insurance on the device, and the warranty does not extend to the device.

It is also impossible for us to connect customers to our CEO. When you spoke with us on the phone, you absolutely spoke with the highest level manager you can speak to on the phone. This is not in any way unusual business practice, but we do apologize if you found this frustrating. 

We are happy to send you any case you like, aside from our battery cases. There is another option that not everyone qualifies for that requires the case to have been purchased within a year ago. This involves a refund on the case, though does require a bit of paperwork, such as providing the receipt showing it was purchased within the year. Again, if this would not work, we can go right back to offering you any non-battery case.

Please let us know if you have any questions or concerns.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: Otterbox advertisement is truly false. As  a consumer advertisement is a deciding factor when making a purchase. One of your customer service agents( Henry ) stated I was sent the wrong product in the first place. The product I returned to Otterbox was silicon and I dropped my phone in it and it totally protected my device. This product was not a sufficient replacement and caused me to be very unsatisfied and unhappy.

Regards,

**** ******

Consumer Response:

Complaint: ********

I am rejecting this response because:

Otterbox and I are not gonna be in agreement on this matter. Again I say if Otterbox had replaced the case I sent them with the same type of case ( silicon) we would not be having this discussion/ dispute at all. Since the replacement case broke in half causing severe damage to my phone in which I had just recently filed a claim and paid $200.00, then Otterbox should not only cover the case they should be covering my phone deductible. And yes I do have proof the original case was purchased less than a year ago from the filing with BBB. I will email a copy of receipt as soon as I receive it from phone carrier. 

Regards,

**** ******

Business Response:

Dear ****,

It does sound like we are not going to come to an agreement on this issue. You are entitled to your opinion but it does not change what we are and are not able to do. We especially encourage customers to reach out to us immediately if an incorrect item was sent. It makes no difference in our limited warranty, but we definitely want customers to allow us to correct the situation when an incorrect warranty item is sent. 

We cannot cover the deductible on your repair, but we still can see if you qualify for the third party refund on the case. You can submit the information here or you can submit it to your previous incident. I can also send the request for photos from that incident if you like. 

This is what we need:

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 
Your handwritten name, current date, and signature
3) 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 date

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:it's useless, unsatisfactory, and a disgrace

Regards,

**** ******

1/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my product along with a new ***** Cell Phone.(life proof case). The ad reads that it protects your phone from several issues including drops up to 6 feet. I dropped my phone but it was not 6 feet. It fell out of my purse and cracked. I have contacted customer service. I have been told that they do not guarantee cell phones from drops. This is actually contrary to what they are advertising. I have mentioned that this is FALSE ADVERTISING. I was offered a refund for the case if I could produce proof of purchase. I told her that my case is fine. My problem is the case did not protect my phone. I need a new phone because the case did not do its job. I have asked for contact information to discuss the matter with someone who can help me, but was told that this is all that I can expect. I told her that not only am I purchasing this product for protection but so are most people who pay almost $100 dollars for a product that does not live up to its expected standards.

Desired Settlement: I need a new phone. I have a 2 year contract with ******* ********. If i purchase a new phone, I will have to sign up for 2 more years. I should not have to renew a contract, my phone was not protected by the case. If I had not purchased the case, I would not expect anything in return. It would be my fault. I was confident that the LIFE PROOF case is what it claims to be.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with your device. We do hear you feel it is false advertising on our part. While we respect the passion of this argument, we do want to emphasize that we in no way promise that you will never experience damage to your device. The warranty does not extend to the device and the case does not act as an insurance policy on the phone. Additionally, there is no case out there that will assure your device will never break. While we do test our product extensively, we cannot be there for every moment in the life of the case and the device. Damage is often be due to an unfortunate chain of events that we have no control over. If you like, you can read more about our limited warranty, here:

https://www.lifeproof.com/en-us/warranty-full.html

We do stand by our offer to get you a refund on the case itself. Here is what we need, in case you need that again:

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 signature
3) 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 date

Once we get these items, we will be very happy to get you that refund on your case. 

Please let us know if you have any questions.

 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:I along with other consumers pay an ample amount of money for a device called "life proof".  We have been led to believe that we are protected when really it is just an expensive item that is worthless because it does not protect like the ads promise.

Regards,

***** *****

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've had 2 ****** * **** nuud covers and I sound muffled when I speak to the other person. All the people I've talked to could not hear me or said that I sounded muffled when I spoke. I love your product but it is an annoying thing based on the amount of money I spent for this product. I switched to an ****** ** **** phone same problems.

Desired Settlement: I would either like an a refund or a FRE case for my new ****** ** **** phone to see if that one works better.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

We cannot do a refund on this case. That said, I am able to offer that you can move into the ****** **** **** Fre case due to the continued issues you are experiencing. We don't have an ****** ** **** Nuud case yet, and the main reason I am able to do this is that by moving you into the Fre, you automatically move into a case that works with both the * and **. You will still have to pay the Shipping and Handling fee, and do know that once you move into the Fre, you cannot move back into the Nuud. We will also not be able to move you into the Nuud when the ** **** Nuud case comes out. Bear in mind, as the warranty is strictly for the case you have in hand, this is a pretty big exception. The warranty is not generally for any kind of upgrade, but we can sometimes make a lateral move into a different series. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

***** *********

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The "waterproof" phone case they sell is not actually waterproof and my ****** * was water damaged and they will not replace my phone.

Desired Settlement: Replace or refund my Phone (650 USD$)

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per out limited warranty, we are unable to assist with devices. This is explained in an insert that comes with each LifeProof case, and is also explained on our website. Additionally, there is a link on many of our packages (on the bottom flap of the box) that goes to that section of our website that explains the limited warranty.

Here is that link:

https://www.lifeproof.com/en-us/warranty-claim

It is really important for customers to inspect their cases before each and every use, especially if contact with water is anticipated. We do make a great waterproof case, but we cannot account for rips and tears that may occur in the life of the case, and we cannot give any assurance that a case will remain waterproof if there is damage to the case itself. 

We do see that you have been sent a replacement case and that you were not interested in pursuing a third party refund on the case. At this point in time, we will not be able to take any further action on your concern, though we are happy to keep an eye on that package to make sure it gets to you in a reasonable time-frame. 

Please let us know if you have any questions.

Best,

Sarah

12/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a phone case for $77.95 on February 24, 2015. By May, the hinge was broken on the case (where it allows the charger to be plugged in). The phone had not been dropped or mishandled in any way. They replaced the case with another one identical to the original. The hinge broke again within two months. I have contacted Lifeproof and they refuse to give me a refund - they only want to replace the case with another case, which I assume will break in the same way. My current (broken) phone case serial number is ****************.

Desired Settlement: Refund of 77.95 to me.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

To address your concern: we are simply unable to do third party refunds. Even if the case was purchased from us, we are not able to do refunds outside of 30 days from purchase. 

While we do understand you are frustrated by the situation, we are happy to keep working with you on a replacement until your issue is resolved. For this next warranty, we are even happy to waive the shipping and handling fee, and even get you any non-battery case you like. These are both one-time exceptions, and both go outside of our standard warranty process.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

I already had to buy another case that won't continue to break. The case design is flawed, and I don't want another - battery or non battery. It is a lemon and I want my money back.

Regards,

***** *****

Business Response:

Dear *****,

Thanks for getting in touch with us and sorry for any delays.

We do apologize for your difficult experience. We are only seeing one previous attempt at a replacement, and we are still very happy to send you another. This is not a typical experience that you have had and we encourage you to give this warranty another try.

To clarify, we remain unable to offer a refund on this case. It is simply not possible to do third party refunds. Please know that our offer to get you any non-battery case you like is going way outside of our warranty. The warranty is normally only for the exact item you have. 

Please let us know if you have any questions.

Best,

Sarah

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

I don't want another of your cases - different or not. You don't stand behind your product and it's faulty. A hinge made of such thin plastic doesn't last more than a few months. So I went to ********** where I bought the case, spoke with them about your response, and they issued a refund because they stand behind the items they sell. I don't need anything more.

Regards,

***** *****

12/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a new phone(****** **) in August and wanted the best protection for my phone so I also purchased an Otterbox. I had noticed that it was hard to press the on/off button but figured maybe the little rubber tab inside wasn't quite hitting it so I dealt with it. Well today(December 7, 2015) when I got up this morning my phone had died so I charged it and went to turn it back on and couldn't get it to turn on so I took off the rubber part of the case to try and turn it on but it wouldn't. So then I removed the hard plastic portion of the case to find that the power button was broken and pushed into the phone so that I couldn't use it. That is when I realized the Otterbox had put so much pressure on the button it stopped working. I called ******* since that was the supplier I purchased it from and they gave me this number to call Otterbox to get a refund (855-688-7269). I called this number and the man on the other end said that since it had been more then 30 days since I had purchased the Otterbox all they would do was replace it, but I don't want another one. I am angry because their product is defective, I have searched the internet to find that this is very common. So their product is defective and they refuse to refund my money. Why would I want another one? So it can ruin my replacement phone?

Desired Settlement: I would like a full refund for the item. I will gladly return it. I DO NOT want a replacement!

Business Response: Dear *******,
Thanks for reaching out to us and sorry for any distress you may have experienced.
I was not able to find your original incident so I took the liberty to create one using the information in this complaint. I used the PO Box number rather than the street address, as the street address gave us an error. If your original incident was under another name, please let us know so we might be able to find that in the system.
It sounds like you may qualify for a third party refund on the case due to the damage to the device. This is not part of our normal warranty, and we don't normally do refunds outside of 30 days or third party refunds under regular circumstances, but if you can get us a few pieces of information, we can see if this is something we can process for you. 
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 signature
3) 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 date

Please let us know if this might work for you, and if you have any questions.
Best,

Sarah

12/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase which guaranteed two day shipping. The order told me (after it was placed and paid for) that it would take 48 hours to process. The order took 3 days to process, and it has been over 5 days and I still have not received the item. It has been 5 days since I was sent an email that the item was shipped. I contacted customer service and they told me " I am sorry." I requested two day shipping for a reason. I understand that the company has been bust due to the holidays but they should not guarantee anything if they are not able to follow through. I chose to purchase the item from the company as opposed to from Sam's club which had it for $20.00 as opposed to the amount I paid for a reason. I will not make that mistake again. At this point I will stop purchasing cases from the company and buy them from Lifeproof even though I have been a valued customer for over 6 years.

Desired Settlement: I would like to be reimbursed for the case, or to have another case sent to me with expedited one day overnight shipping seeing as I still have not received my product.

Business Response:

Dear ****,

Thanks for reaching out to us. We are very sorry for that extra day or so delay. It seems to be a combination of processing and delivery delays, almost certainly due to the season and is not a typical occurrence.

We are seeing this order, **********, was delivered today: Mon 12/07/2015 12:25 pm EST. The FedEx tracking number is ***************.

Please let us know if you have any questions or concerns. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I still have not recieved the item. Also, I would like some sort of reimbursement for the delay. 

Regards,

**** ********

Business Response:

Dear ****,

Thanks for reaching out to us and sorry for any delays.

We are seeing that was delivered but will go ahead and ship another case out to you with more of an expedite than the original order. 

We cannot discount this item any deeper as this was already 40% off, but do know that we did speed up that delivery.

You should get notification of that package in the next day or so, and I will also put a push on the processing time.

Please let us know if you have any questions.

Best,

Sarah

12/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof displays on Product selection and Ordering webpages the statement: TAKE 10% OFF + FREE SHIPPING ON ALL U.S. ORDERS. All the initial wording is in one color, and the words "ON ALL U.S. ORDERS" is in another. This indicates that 10% discount and free shipping BOTH apply to ALL U.S. orders. However, the company will not honor the 10% discount on an order that I placed. I spoke with two representatives, "Dan" and "Brandy" on the day the order was placed. Neither was willing to state WHY "all" does not apply to "all" orders. When I asked for an email address with which to continue this dispute, Brandy informed me that there is no email address, and that there is only the one phone number for Warranty&Support. I searched online and found the phone number ************** for Lifeproof on the BBB website. However, this number disconnects without ringing. In conclusion, I believe Lifeproof is obligated to provide the discount.

Desired Settlement: 1. Provide the 10% discount as stated on the website. 2. Be clearer in language used for advertising.

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays.

I could not find your incident from calling us, but I did find your order.

Bear in mind that the 10% excludes the ****** ** cases. It does state this on our website.

That said, it sounds like it has been a distressing experience for you. We have gone ahead and processed a refund for 10% off your order. Bear in mind, we normally cannot apply discounts on new items.

The reference for this refund is **********. It is for $8.00, and will show up on your card in 5-7 business days. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

***** ****** **** ****************************** *** ************************ ************************ ***** **** *** *** **** ** ***** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********

Please update the record for complaint #******** to indicate that “Consumer is satisfied with company’s response.  Discount has been applied, and misleading verbiage has been clarified.”
 
Thank you for you assistance, BBB!
 
Regards,
****** ****

12/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a belt clip for my phone on 10-7-15 the phone kept falling out. I contacted LifeProof and told them what was going on they emailed me a return mailer for **** on 10-14-15. I packed the belt clip up and it was mailed off on 10-17-15 was told I would receive my refund in about 15 days less the return shipping it is now 12-03-15 and have not received my refund. I have contacted them a number of times with out any luck I have also emailed them tracking showing that it had been processed by agent. I have looked at my account today 12-3-15 still no refund. No matter how many time I have called or how many people I have spoken to I get the same answer (WE ARE WORKING ON IT) but nothing is being done.

Desired Settlement: I would like the full amount of the charge $30.86 refunded to my account this is the full amount I was charge I didn't take off the return shipping from the total. I would just like the refund I was promised back in October 14, 2015

12/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In short, I ordered a product "express" and it hasn't come 9 days later. We ordered new iphone cases on Monday 11/30. The web site promised "express shipping". The products had not arrived as of Monday 12/7. I called customer service. They said that there was nothing that they could do and that they would arrive on Wednesday 12/9 (today). They have not (due to arrive tomorrow). What they *could* have done was to resend them to me (express for real this time) or give me a discount. I called back again today and they offered me a whopping 10% off for my trouble. They blamed ***** being slow at this time of year. Not a crazy idea, but I ordered new phones on Tuesday 12/1 and they arrived **BY ******* on Friday 12/4. So, sorry -- that explanation does not fly!

Desired Settlement: First and foremost, I would like them to 1) remove the words "express shipping" from the front of their web page. They are offering no such thing. Second, I highly object to "Next Day" shipping being described as 1-4 days on their shipping FAQ. "Next Day" cannot possibly mean 4 days later. Third, a real discount seems in order. 10% is just plain insulting. I would have bought from ****** instead if they hadn't lied about the "express" shipping.

Business Response:

Dear ********,

Thanks for reaching out to us and sorry for any delays.

We definitely apologize for the extra time the express shipment has taken. I do see we gave you an extra 10% discount due to this issue. The reference for that refund is **********, and it should show up 5-7 business days from the day it was processed. 

It looks like the package is expected to be delivered today, and we quite honestly do not have a way of getting you a package faster than Monday if we were to ship one out right now. Also, during the holiday season, at that time of year with possible inclement weather, we can't 100% assure exact delivery dates at all times. 

Please let us know if there are any further delays on your package and we will then see what we can do.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

That said, I still think that Otter should amend their web page as they are not actually offering express delivery.

Regards,

******** ********

12/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I originally bought and paid for, full price, $79.99, two Lifeproof Nuud ****** * cases. One case in white and one in black. I have had an issue with the small plastic piece that covers the phones LED flash breaking off. I did a warranty claim with Lifeproof on the first two cases I purchased. At the time, Lifeproof did free replacement, no additional fees. I had the same issue happen to the next two cases I received. In that time period, Lifeproof put into place a warranty shipping fee. When I called to make a second warranty claim, for both cases, they did waive the fee. Less than one week after receiving the two new cases, the same issue occurred. Clearly there is an engineering issue with this particular part of the case. I contacted Lifeproof to make yet another warranty claim. They offered me two cases in a different style. I agreed to the different style case. They proceeded to tell me I owed a fee for shipping. When I initially purchased my cases, there was no fee. That fee was implemented after. I should still fall under the original warranty. Additionally, the case I agreed to cost less than what I paid for mine. Life proof was not willing to work with me on removing the shipping fee. They offered me a cheaper product, which I agreed to. The product they offered was close to half the cost of what I paid for mine. They stated it was a black friday discount. Regardless of the black friday deal, the case was still cheaper by about $10 per case, at full price. I should not have to go through six phone cases, $160, just to be told they absolutely will not stand by their product and waive a $4.99 fee. Then they rudely hung the phone up on me after I told them I would be filing a complaint with BBB.

Desired Settlement: I would like the replacement deal they set up with me and not to charge me the $4.99 chipping fee. I don't think that is too much to ask. I am getting a cheaper product than I originally paid for.

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays.

I did go ahead and send those cases out to you without a shipping and handling fee. Please understand this is the absolute last time we can make such an exception. It is true that this fee was not in place back in September. That said, we did put this in place for customer satisfaction. as the majority of customers preferred a nominal fee to get warranties out in exchange for one-touch service. 

Please let us know if you have any further questions.

Best,

Sarah

Consumer Response: Complaint: ********

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 *** **** 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,

****** *****

Business Response:

Thanks for reaching out to us and sorry for any delays.

It sounds like you want a pink Fre case and another Fre case. They don't really come down to half the price but we are unclear what the color for the other Fre case is. Let us know, and  I will expedite the shipping. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
Not sure if this is acceptable. The other case would be in black. If this can happen I will surely accept the offer. 
Regards,

****** *****

Business Response:

Dear ******,

We are happy to accommodate your request for a pink and a black case.

I have sent you one pink Fre case for the ****** * and one black Fre case for the ****** *. I put a push on them and you should get them early next week at the latest. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

12/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Lifeproof case did not protect ****** from a 1 foot drop. Called about shattered screen and told only CASE is covered! What? Rep says "it's on pg 18 of the manual, INSIDE THE BOX". So after much runaround, was able to get the rep to admit that the info was only INSIDE the box and not available to the consumer until YOU BUY it!! Shady business practices, AT BEST.

Desired Settlement: Replace screen through ***** and refund cost of lifeproof case

Business Response:

Dear ****, 

Thanks for reaching out to us and sorry for any delays.

First off, I did not find your original incident under the information provided, so I took the liberty to set up a new incident for you: reference number ********.

Per our limited warranty, we are unable to assist with devices. While it is a bit of work to read through pamphlets that come with consumer, but it is still our responsibility as consumers to do that reading. Additionally, this information is available on our website:

https://www.lifeproof.com/en-us/warranty-full.html

Regardless of if this information was read beforehand or not, I can assure you we are following all federal guidelines for warranties. Warranties are pretty much always for the product a manufacturer produced, and our case does not act as an insurance policy on the device. We have no way of tracing all the events in the life of the phone and the case and it is impossible to determine exactly how the damage may have occurred.

You may qualify for a third party refund on the case. This is outside of our standard warranty, but we are happy to make an exception and see if we can get this to you. In order to process that, we would need the following information:

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 signature
3)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 date
Please let us know if you have any questions.

Best,

Sarah

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the FRE case for my ****** * in June 2015. I have received two replacements already because each time the area that is supposed to protect the port- the reason I purchased the item -- breaks off! I am left with asking them for replacements until the warranty runs out in June. Then I am on my own, even though I spent $80 for a product that has clearly not been manufactured well. I would like a refund for the product so that I can buy a different case.

Desired Settlement: I would like a refund for the case. The only reason I spent this much money is because it was supposed to protect against water. However that area keeps breaking off.

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays.

We are unable to offer third party refunds, and even if the case was purchased from us, we only offer refunds within 30 from purchase. 

Please know, however, our one-year warranty is not a hard rule. If we still have cases in stock, we are happy to keep working with you outside of that year.

I am, in this situation, willing to work outside of our standard warranty with your current issue. We are happy to get you any case you like, aside from our battery case. This includes tablet cases and cases for any other device, or the chance to move into a different series for your current device. All we need is the serial number off of you device: we won't even bother you with the shipping and handling fee this one time, to help you out further.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:
The product they sell breaks continuously.

Regards,

****** *********

12/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a telephone case from OtterBox in the middle of november. I received the case several days later. After using the case for less than two weeks the screen protector, which is supposed to be an integral part of the case, began to become unglued from the case. I attempted to contact the company, but they refused to replace the case without me paying for the new one to be shipped.

Desired Settlement: I would like a properly constructed case to be sent to me without me having to pay more money to get what I ordered in the first place. This would be different if the case were a year old, but a case that has been used for less than 2 weeks is ridiculous.

Business Response:

Dear ****,

Thanks for reaching out to us and sorry for any delays.

We do have a nominal shipping and handling fee on our warranties, but I have gone ahead and made a one-time exception to get that out to you without the fee. We have also waived asking for the serial number. 

It does sound like we could have done a better job addressing your concerns at the time you called. We normally do not waive that fee, but we can make occasional exceptions. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

12/2/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otterbox for my daughter's brand new ****** ***** this past Friday 11/13. She was bumped into and dropped the phone out of her hand and the phone landed face down. To her dismay, when she picked up the phone in its commuter case, the screen was cracked. I am completely dissatisfied with the protection that this case offered. I understand that your warranty doesn't specifically cover electronic devices, but what is the purpose of the almighty Otterbox if it can't protect the phone from a simple bump on the ground. I am asking that you pay for the screen repair and upgrade to a"better" Otterbox, if there is such a thing. Please respond as soon as possible. ***** ***** ************

Desired Settlement: I would like the ****** ***** screen repaired and a "better" Otterbox since the Commuter did not do its job.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays. 

First off, I want to let you know I cannot find your most recent incident, so I took the liberty to set up a new one for you. If this was set up under another set of contact information, please let us know.

To more directly address your issue: per our limited warranty, we do not assist with devices. Our cases give you extra, added protection, but there are certain situations where an unusual string of events may still lead to a device suffering damage. The case is not an insurance policy on the device, and product warranties are pretty much always just for the product that the manufacturer produced.

If it has not been offered to you already, and if we have not resolved the issue through sending you a warranty replacement, I am happy to help you out by seeing if we can get you  a refund on the case itself. This is what we would need:

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 signature
3)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 date
Please let me know if you have any questions.

Best,

Sarah

12/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a "LIfeProof Nuud Case" for my ****** ***** back in August 2015. With in 1 week i returned that case to my local ******* dealership as my port cover broke. After the store replaced it the cover of the new case broke again the exact same way so we called life proof and they informed us that they redesigned it and that ******* must still have the old cases and they'd be happy to ship a new one free of charge on September 4th 2015 (incident number ********) I received that replacement case just to make another claim with the same problem on October 10th 2015 (incident number ********). I received that case and now on November 16th had to call in to find out that they changed there warranty policies and now require a 5$ charge each time the case breaks, my case is broken in the same spot with the same flimsy tabs as all the others. With a case life of 2-4 weeks that adds up in a hurry. I asked for my money back as i don't approve of there new policies and they stuck to "5$ charge and we'd be happy to send you another." After spending a 120$ on this case in the beginning it was suppose to be a one time purchase for a year and free replacements, i find it absolutely ludicrous that they find it acceptable to just change the agreements on warranty and ask for yet more money. upon research of this case this is all over there Facebook page and other purchasing sites for this brand that everyone is having this issue and its a design flaw. i just want my money back so that i can go with a case that acclaim protects my phone and acts the way its advertised.

Desired Settlement: I would love my money back so that i can purchase a better case from another manufacturer. I'm not happy at all with the case, nor happy with the "customer service" that they offer.

Business Response:

Dear ********,

Thanks for reaching out to us and sorry for any delays.

While we apologize you have not been fully satisfied with the case, we simply don't do third party refunds.

We do see that we have waived fees for you previously, but what I am able to offer is to get you any case you like, aside from a battery case, just to help you out. This includes tablet cases. All we need to process that is the serial number off of your case. Please understand this is a really big exception, but we want to help you out the best we can. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

Regards,

******** *****

thank you for your offer, but I have to reject. For the sheer fact that I have two cases with the company: the ****** ***** nuud case, along with a ****** ** case. Both with problems/broken parts so adding a **** case would be another warranty battle. Other then the battery cases I'm Not interested in other cases. As for asessories it would be nice to have  the mounting system but it's a pointless prospect  as if my case needs to be replaced I'd have to buy a new mount kit for each new phone case plus the 5$ shipping charge  I'm not wanting to dump more money into a company who cannot provide original warranty support and does not hold up to what they claim the case can do. 

 

********

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the OtterBox company in March 2015that the replacement of the belt clip for my OtterBox product or my ****** **. They instructed me to download the form and take a picture of the product is defective on top of the filled out form.I sent the picture that the company has instructed and a myriad of dead-end phone calls to the company on the resolution began. Each time I called they had no record that I submitted a claim corporate defective product. I became totally frustrated with the whole process and gave up. I thought the entire process was handled poorly. I submitted the claim as requested and still have not received the replacement part.

Desired Settlement: send me my replacement

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for the very long delay.

I am not sure what may have happened with this order or why it may not show if you contacted us later on. We normally would keep a record of your having called us. We are seeing that we asked you to call us back so we could get credit card information for a nominal shipping and handling fee, and that once we got that we could place the order. Perhaps you did not get that email. Moving forward, please know that if you don't hear from us in about three weeks, we encourage you to call us back. In waiting over half a year, we risk no longer having a case in stock. Fortunately, we do still have these parts.

Regardless, I did go ahead and place an order for a whole iPhone 4/4s Defender case in black. I did put a push on that so you should get it as early as late next week.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

I have not received the replacement offered but I suspect that they will follow through as promised.


Regards,

****** *********

11/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a otterbox defender case for ******* ****** *** * in 3/2013 with a limited life time warranty. The defect material has become mis shape compromise the electronic devise inside from protection I purchased and company change their return policy apparently after I purchased recently had the defender case for my ** break in sept 2015 and rep said if product they sell is damage or defective no matter age they would replace or upgrade to next updated devise I need the company keep their policy to replace or send me a upgrade

Desired Settlement: They need to replace repair or upgrade even refund 39.99 for unit

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any distress you have experienced.

Our warranty is actually not a lifetime warranty but a one-year warranty. We can see the case was purchased nearly three years ago. Additionally, the warranty does not include any kind of upgrade. The warranty is always strictly for the product you already have. We do apologize if there was any misunderstanding on how our warranty operates from when you spoke with us in September. 

We are happy to offer a 25% discount on your next purchase, which is not a discount we normally extend. Just give us a call and reference incident 13632459 to apply this discount. This discount is good through 5/31/2016.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: they need to replace my case becuase the retailer  and the repersentive that replaces my ** case told me that they did come witj a lifetime warrenty so theg need to pull up call record told me from an otterbox representative they would upgrade my case

Regards,

****** *****

Business Response:

Dear ******, 

Thanks for getting back to us and sorry for any delays.

We are unable to pull that call over two months later. I did consult with our Quality Assurance team but this recording is no longer available. Please bear in mind that agents are very unlikely to explain our warranty as being a lifetime warranty, and we would be just as unlikely to offer an upgrade, especially outside of a year. This is pretty much warranty 101 and even the most green agent would be aware of these points. There are also no notes indicating such an unusual exception was made. 

We do stand by the 25% discount, regardless.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I have the original receipt and recorded call and have summit a complaint with attorneys generals  office with my proof they will have to explain to them to what documentation and the fcc also I want a replacement or ur company fined for misrepresentation

Regards,

****** *****

11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a lifeproof case for an * ***** * based on the advertisement that this case will protect my phone. within 2 month the phone shattered while inside the lifeproof case. I believe the company is misleading the public with its product advertisement stating it is shockproof. Must people would assume based on the price that it would protect the phone. the company states if you open the package after purchase and read the fine print warranty only covers the case. Why would anyone buy a case that doesn't cover the phone. I believe they are misrepresenting their product.

Desired Settlement: I would like lifeproof to pay to repair the screen on the phone. The marketing on the packaging lead me to believe it would protect the phone.

Business Response:

Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with devices. This is explained on our website and in an insert that comes with each and every LifeProof case.

You can read more about that here:

https://www.lifeproof.com/en-us/warranty-full.html

We absolutely test our cases but we have no control over all the things that may occur in the life of the phone, and of the case once it is out the door. We do not promise you will never experience damage to your device: that is physically impossible. We do give you extra, added protection but the case does not act as an insurance policy on your device. 

We are happy to get you a replacement on your case. We are happy to get you any case you like (except for a battery case) if you can get us a picture of the case and a picture of the damaged device.

Please let us know if you have any questions.

Best,

Sarah

11/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: NÜÜD Product was bought on *********** for about $100. Took it to a residential pool on 20 August 2015 and water seeped in destroying the ******. It was barely in about a foot of water! company replaced case but NOT the ****** which was damaged due to poor quality of product. NÜÜD was not cracked or had any indication of damage. We took the phone to the ****** store and they said it was not repairable so had to replace for $325.91 (including tax). The ****** is for a 13-year old girl who worked very hard to buy the NÜÜD case to protect the device; she is very disappointed the NÜÜD failed the promise “WATERPROOF Submersible to 6.6 feet / 2 meters for 1 hour”. Purchased on: 2015-07-11 Serial Number: **************** (also shows ***** inside) Company claims the warranty does not cover the contents of the case; but that information is only available after the items is purchased.

Desired Settlement: Company needs to stick to their WATERPROOF promise and reimburse the cost of the phone ($325.91) which was damaged due to poor workmanship of their product.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with damaged devices. This is actually explained in an insert that comes with each and every LifeProof case. There is nothing implicitly or explicitly in our packaging or promotional materials that claims that the case acts as an insurance policy on the case or that the warranty extends the the device. Manufacturer warranties are pretty much exclusively for the product the manufacturer made. We don't make devices and we don't warranty devices. 

It looks like we did send out a replacement case after you found you were not able to produce the purchase receipt. At this point, we will not be able to assist on this issue further.

That said, we are still happy to answer any questions you may have on this or any other concern. 

Please let us know if you have any questions.

Best,

Sarah

 

 

 

Consumer Response:

Complaint: ********

I am rejecting this response because, per the company's own admission; the warrantee "is actually explained in an insert that comes with each and every LifeProof case". Neither the web site nor the exterior of the case mentions any type of limited warranty. So the only way to read the warrantee is to buy the product or specifically do a search in their web site.

In addition, there is a claim the box is "WATERPROOF Submersible to 6.6 feet / 2 meters for 1 hour". A claim to be water RESISTANT may imply limited protection but WATERPROOF precisely means that... waterproof. The full definition of WATERPROOF (per Merriam Webster dictionary) is: impervious to water; especially :  covered or treated with a material (as a solution of rubber) to prevent permeation by water.

This is, at the very least, false advertisement. I am still convinced that the company is liable for reimbursing the cost of the phone replacement $325.91 (including tax), see copy of bill attached.

I will also strongly recommend the "PROOF" statement in product packaging as well as the web site be updated to clearly state the limited warrantee.

Regards,

***** Nieves 

Business Response:

Dear *****,

Thanks for getting back to us and sorry for any delays.

We do appreciate the passion of your argument. That said, there is no requirement that the warranty be on the outside of any packaging. Many of our cases, actually, do have the link to the limited warranty on our website on the bottom flap. It is the responsibility of each consumer to read up on the product warranty, even if it requires going online to do so. We can assure you we are following all federal guidelines for warranties, and we can also assure you that there is no part of our wording on our packaging that implicitly or explicitly offers coverage for your device. Our cases tested to be waterproof, but we can't be there to test your case before every use, and we cannot assure there will never be damage to either the phone or the case. 

We certainly, one more time, do apologize for the frustration this may have caused. 

Please let us know if we can be of further assistance.

Best,

Sarah

 

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a lifeproof case, online, for my **** *** **********, for our summer vacation. The first case that came was damaged, the camera o-ring was not attached, loose in the package. They sent me a replacement. When I used it the water got in and damaged my ipod, my speaker doesn't work right. When I called customer service, they told me there was nothing they could do, and to sell the case to my friend, I wanted my money back. Why would they want me to sell something broken to a friend? After my mom talked to them, they made an RMA for me to send it back for a refund. My mom and I told the representative that I bought it with a gift card, which I don't have anymore and that we moved since the date of purchase. This was on July 10, she said they would send a refund check to our new address. I called on Aug 26, asking about the refund check, they told me to wait 2 more weeks. I got an email on Sept 10 stating the refund is being processed. I waited another week or so, called back and Cody, the manager told me that they had refunded the card back on Aug 10, but when I called on the 26, they told me the check would be mailed out soon. Now they won't do anything to give me my money back or help me. My mom wants me to be responsible and is wants me to be able to place orders and follow up if necessary. I was told they were sending me a check, and now they are brushing me off...please help. Return Number: ********** Incident Number: ******** Type: Return I would like my money back, needless to say my ipod speaker doesn't work any more, but of course they don't want to be held responsible for the lack in quality of their product. This case is supposed to be "lifeproof" and mainly waterproof, which it's clearly not. I am very disappointed with the quality of the product and the quality of the service.

Desired Settlement: This is what I was charged for: ***** **** 5 FRE BLACK/CLEAR EN/FR 1 $49.99 $49.99 Shipping and Handling $5.00 Tax $4.00 I want a refund check, as I was told I would receive.

Business Response:

Dear *****, 

Thanks for reaching out to us and sorry for any delays.

I did want to wait until I heard back from finance on this issue, as I checked with them to see the status of that check. From what we can see on our end, that check was issued over the summer and should have been sent to you already. I am happy to continue working with you until I can see that this check has been received by you. I do apologize I don't have a more complete answer as to what may have happened at this time, but I also did not want you to keep waiting on my initial response. 

If you like, I can offer to stay in touch with you through the original incident until your issue is resolved. 

Please let me know if this might work for you, and if you would prefer phone or email contact on this concern.

Best,

Sarah

11/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The **** protective cover that cost $89.99 failed to protect the screen. **** does NOT guarantee or offer any repair to the damaged phone. The **** cover, expensive at $89.99, did not protect the screen for my granddaughter's ****** * when she dropped it. When she removed the case, the screen separated from the phone and caused chipping to the glass around the camera area. **** says it only covers the case. Since it is sold as protection (which didn't work)I'm wondering how they can charge so much for a product advertised as protection, then deny claims for phone repair when their product failed. I spoke with two representatives and one management team rep; all of whom said the same thing: that it clearly states that they are not responsible for any item not an **** product. I certainly would not have paid such a high price for a case had I known that the company does not stand behind it's purported protection. This case was bought at ******* on Aug.3, 2015. The product number is ***********. My advice to anyone who is in the market is: Buy a cheaper case!

Desired Settlement: I would like reimbursement for a new screen for the phone, since the current one is not only cracked in several places, but has separated from the body of the phone.

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays.

I should start by saying that **** is a different company from us, so any concerns you have with their products and services need to be directed to them.If you are in possession of a LIfeProof case, we are happy to go over our warranty policy in detail. Per the LifeProof limited warranty, we are nearly always able to help with replacing your case, but that warranty does not extend to the device itself.

Please feel free to get back to us with any additional details we may find useful. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: $90 for a LifeProof case that wasn't even drop-proof is exorbitant.  How can you market and sell a product that fails, then claim no responsibility for fixing the damage?  The phone needs a new screen, both to fix your product's failure, and  to restore my faith in your company.

Regards,

****** ******

Consumer Response:

Sorry for the confusion.  **** is the kiosk where we had the screen replaced the first time and bought the LifeProtect.  It is a LifeProtect product.

 

Business Response:

Dear ******,

Thanks for the clarification and sorry for any delays.

Per our limited warranty, we are unable to assist with devices. This is stated on our website, as well as on an insert that comes with each LifeProof case. You can read up more on this, here:

https://www.lifeproof.com/en-us/warranty-full.html

What I can do is offer you a refund on the case, provided you are able to get us the following documents:

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 signature
3) 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 date

This is outside of our standard warranty, but we are happy to make this exception for you this one time.

Please let us know if you have any questions.

Best,

Sarah

 

Consumer Response: Complaint: ********

I am rejecting this response because: your product is apparently just a piece of expensive plastic that does not protect anything.  I do not want another one, nor will I ever.  The phone screen is damaged and needs replaced - not just the piece of plastic that you offer as "life protect."  I will make my thoughts about your company and your product to anyone who asks:  1.  it doesn't work; and 2. the company does not stand behind what its expensive product is marketed and sold to do.

Regards,

****** ******

11/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a "Lifeproof" case for my ****** * last January. The company advertises it to be water proof to 6 feet which was the main reason for purchasing it. I followed the companies directions for pressure testing the case before putting my phone in it. Recently my phone suffered water damage after being submerged for seconds while inside this Lifeproof case. Upon opening of the case, I found the product to be defective in that the back seal around the ****** logo had disintegrated. Firstly, I phoned the company and explained them my issue. They said that they would not pay for the repair of my ****** and only refund me the price of the case if I could provide them a list of details, one of which being the original purchase receipt of the case which I no longer had. They also told me so faulty claims like it was illegal for them to pay for the repair of my ******. I told them that they should really replace the phone because their product's advertising gives the user a false sense of security and even encourages the user to trust the case's protections. If the case is indeed waterproof, the consumer should not have to pay to replaced the damaged contents due to this faulty claim.

Desired Settlement: I would like Lifeproof to pay for the repair of my ****** * because their faulty product was the cause of the damage.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with devices. This is clearly stated on our website and on an insert that comes with each LifeProof package:

https://www.lifeproof.com/en-us/warranty-full.html

We are closely following U.S. federal guidelines for warranties. Warranties essentially only ever cover the product that a manufacturer has produced, not anything that product may be protecting.

It is critical for customers to inspect their product before use, not just once, but every time. If there was a defect to the case it is imperative a customer contact us to get that case warrantied as soon as possible, and for that product not to be used until the replacement has been received and water tested. 

We do appreciate the passion of your argument about the resolution you would like to see. That said, we absolutely are not back-pedaling on any promise that was implicitly or explicitly made with any of our packaging or promotional materials.

It looks like you were unable to produce your purchase receipt for a case refund. It sometimes works to go back to the store with the original credit card to get that. If the receipt cannot be produced, we are still happy to help out and get you any case you like, aside from a battery case. We just need a picture of the case and documentation of the damaged device from your carrier.

Please let us know if you have any questions.

Best,

Sarah

11/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On February 1st of this year my wife and I purchased two ****** *** along with a LifeProof Fre cases for each phone. About two weeks ago now my wife unfortunately dropped her phone in water with the case on the phone and no previous damage to the case. After removing the phone from the water, she quickly proceeded to dry off the case then removed the case to check for water damage. Unfortunately, despite LifeProof’s heavily marketed claim that their cases are WaterProof and submersible up to 6.6 feet for 1 hour, her phone suffered notable water damage (LCD fracture in the middle of the screen along with unresponsive controls). When we contacted LifeProof they informed us that they wouldn’t cover the damaged phone despite the fact that their case clearly did not live up to the standard they have set forth. Their marketing of this product as WaterProof, DirtProof, SnowProof, and DropProof is therefore false advertising/scam if they aren’t willing to back the product they claim their $90 case will protect. Their unwillingness to cover my wife’s phone is clearly a result of them knowing that their products are either defective or incapable of protecting phones from water; otherwise, they would guarantee both their cases and the product they are put on. Bottom line, my wife now has a $700 ****** that is unusable, a $90 case that is worthless, and a $300 repair charge.

Desired Settlement: I am requesting LifeProof actually stand behind their product's claim of being waterproof and compensate me for the $300 cost to replace my wife's ****** , since their product did not live up to it's claim of being waterproof.

Business Response:

Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with damaged devices. We do not suggest that we replace damaged devices anywhere in our packaging or promotional materials in any way or form. We do hear your concerns that you feel we are falsely advertising our product, but we can assure you we are not backpedaling on anything we have promised. There is no case that 100% assures a case will never suffer damage, and we have no control over how a case may be used, installed, inspected or maintained once it has left our doors. You can read more about our limited warranty here:

https://www.lifeproof.com/en-us/warranty-full.html

I see we did already process a refund on your case. You should be getting that check within the next few weeks. This is all we will be able to offer in terms of money, and it is already well outside of our standard warranty. The reference number on that is **********.

Please let us know if you have any further questions.

Best,

Sarah

 

Consumer Response:

Complaint: ********

I am rejecting this response because:  I have yet to receive any form of compensation for the damage to my wife's phone.  The customer service representatives for this company are beyond rude and lack a sense of what it means to help customers.  They go out of their way to put the blame on the customer instead of accepting the fact that their product simply did not do it's intended purpose. If the company is going to back pedal and say that their case isn't 100% effective all the time then they shouldn't market it as such.

What ever happened to the expression "The customer is always right"? 

Regards,

******* ******** 

Business Response:

Dear *******,

Thanks for reaching out to us and sorry for any delays. 

We pride ourselves in our professionalism, and in being honest about what are are and are not able to do. We believe that the customer's feelings are always valid, and we regard you, and every one of our customers, with absolute respect. That said, the request you have is simply not something we can satisfy.  If you feel that is rude, we are very sorry. 

We are not blaming you, nor are we back-pedaling: we do not warranty or insure devices and we explain that in our limited warranty that all customers can access and read.

Please let me know if you have any further questions or concerns.

Best,

Sarah

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business. Clearly they will not admit fault nor will they do anything to improve customer service.  Rather than waste more of my time I will wait for the reimbursement of the case they claim to have processed. 

Regards,

******* ********

11/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a LifeProof case for my new ****** * **** from **** ***. !0 days later, the case failed to keep water out of my phone while on vacation and now my phone is ruined. I was 6 days into a 8 day carnival cruise and had a huge amount of pictures on phone. Now im not only without my phone but left with no way to retrieve my vacation pictures. When I called LifeProof to start a warranty claim, they said that since my case came from **** *** and not *******, they do not offer Total Water Protection and will not replace my phone.(******* offers a third party water protection for cases purchased through them) But they will replace my case. So because I bought one of their products from an international retailer, and their product failed, im out another 200 dollars to replace my device. I think its absolutely ridiculous that LifeProof doesn't stand behind their product enough to offer the protection to everyone, regardless of where its bought from. But that they have to let a third party wireless provider offer it for them. I would like to at least have my $100 returned so that I can only pay $100 to replace my phone but I think they should pay me the total cost to replace the phone.

Desired Settlement: I would like to have LifeProof pay to replace my phone and the cost it takes to get all my personal items of the phone.

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays. We believe we have found your LifeProof incident, though while the email and phone number are the same, the contact name and mailing address are different. Please do let us know if we should be looking to any other incidents. 

Per our limited warranty, we are unable to assist with devices. Our limited warranty can be read on our website, or on an insert that comes with each LifeProof package. You can read more about this limited warranty, here:

https://www.lifeproof.ie/en-ie/warranty-full.html

We also encourage customers to do back up of important files such as vacation photos, as it is impossible to assure there will never be damage to a device that such files may be stored on. We make no promise of the device being unbreakable or files being invulnerable while inside one of our cases. 

It is true that, as the case was purchased from **** ***, the option to register for TWPP is not available. This is not a matter of passing off this coverage to a third party: we have an exclusive partnership with ******* to offer it just at the point of purchase from *******. It probably should not have come up as it would be a moot point for anyone who is not already registered for TWPP. We are sorry if it has caused any frustration.

Now, on to what we can do for you. We are happy to assist in the form of a third party refund on your case itself. This is what we would need:

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
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 signature
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 date

Please let us know if you have any questions.

 

Best,

Sarah

 

Consumer Response:

Complaint: 10876081

I am rejecting this response because:

The response is just an even more in depth explanation of their limited warranty. If you have an exclusive partnership with Verizon to offer the TWPP, then that should be advertised as so. I looked all over the website and only found out about it because my Best buy case didn't have the card to offer the protection. It's absolutely ridiculous that the company doesn't advertise these things just so they can sell more product through other vendors. I'm pretty positive I'm not the only one with this complaint either.

Regards,

****** ****

Business Response:

Dear ******,

Thanks for reaching out to us and sorry for any delays.

We are sorry if you find anything upsetting about how TWPP is marketed. TWPP, however, is a very specific program and even people who purchase a case from *******, for example, may not qualify for this coverage if they don't do the paperwork on time. For what it is worth, while the specifics of this exclusive partnership with ******* are not about to change, I will absolutely make a note in our system that you would like to see at least a different marketing approach to TWPP.

That said, this does not change the fact that we cannot assist with your device. 

Our offer to do a third party refund on your case stands.

Please let us know if you have any questions.

Best,

Sarah

11/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Otterbox recently ran a promotion, located at ***************/quiz, that purported to offer a discount code from either 10-100% off of an Otterbox case upon completion. The promotion was widely promoted on social media and other venues. The gist of the promotion was that once the consumer completes a 6-question quiz and shares the results on social media, the code would be given. However, upon visiting the site, it was not properly functional, including problems with scripting and loading problems. After several attempts to complete the quiz, I contacted customer service. Specifically, the last page where the social media share was to take place was complete blank. They said that they had run out of the promotional codes, but that they would be relaunching the promotion at a later time. The promotion was relaunched the next day, however the same problems occurred. The site would not load for almost the entirety of the day. Eventually, the quiz loaded. After completion, the last page did load this time; however, the share button was disabled without notices as to why. I contacted customer service again, and I was told to wait for the page to load and that the promotion was still active. Hours later, after numerous attempts, I contacted customer service once more - this time they told me that the promotion was again inactive. However, the quick page remains open as if the promotion is still active and remains so to this day. Essentially, it appears as though Otterbox is attempting to reap the benefits of increased exposure, site traffic, sales, etc. without actually having to fulfill the terms of their promotion. Other consumers have had the same issues with the site and promotion.

Desired Settlement: The desired outcome is a delivery of the discount codes as expected to me and all other affected consumers. Also, a statement from Otterbox of apology and that they will not engage in deceptive marketing practices in the future.

Business Response:

Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are aware that the *************** promotion ran out of codes quite swiftly. We definitely were not trying to pull a bait and switch: the popularity of the promotion took us rather by surprise. Bear in mind, the number of 100% codes was extremely rare and most codes were for 10% off. 

I took the liberty of setting up an incident for you with the information provided, as I could not find the original one. The incident number is ********. I made a note in there that we will offer you a 25% discount on your next purchase,due to the hassle you have experienced. Just give us a call and reference that incident number to apply that discount. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

Thank you for the response, and I do appreciate the offer of the code.  However, the problem was not necessarily with the terms of the promotion but rather the now incorrect and misleading material on the website and which still appears on the site as this was the crux of the complaint.  The site currently still says, as of today, "Share your result and get up to 100% OFF a new phone case!"  Below this it states, "Share your results and receive up to 100% OFF the right case for you, with love from OtterBox."  This is no longer correct.  Despite that this promotion has been over for some time now, the site has never been updated to reflect the fact that the promotion is no longer valid, and this point has never been addressed by any Otterbox employee I've discussed this situation with.  What steps are going to be taken to remove the misleading material from the site to reflect the true disposition of the promotion?  And if no steps will be taken, why not?

Regards,


***** ********

Consumer Response:

Complaint: ********

I am rejecting this response because:

Thanks for replying.  To clarify, I am not (and I don't think anyone else is) upset about the amount of the discount of the codes or the fact that the promotion has come to an end.  This is obviously inevitable.  However, I am concerned that it seems to not be known why after the promotion had expired or the codes run out that a courtesy notices was not given to consumers in some way, primarily via the quiz site itself, to notify them that it had, in fact, ended.  Others companies that have successful promotions do this as you may know.  Instead the site was allowed to crash for days and the promotion is still displayed in writing at the end of the quiz.  To be fair you need to include at the end of the quiz that the promotion is currently not active.  Also, it would be good measure to have announced this on social media etc. once you had realized it was no longer feasible to issue new discount codes.  Again, to reiterate, this complaint is NOT about the amount of the discount of the codes or the fact that they are no longer available.  It is about the dubious measures taken, or lack thereof, used to notify consumers that the promotion has now ended. 

Regards,


***** ********

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Nov 15, 2014 12:09 PM - i sent an email inquirying how to get a replacement case b/c the preserver case i bought cracked Feb 20, 2015 11:49 AM - i followed up again, sent all the information requested and sent images March 31, 2015 at 6:17:34 PM - sent another email, "I still haven't heard back from anybody. My first email was sent Nov 2014. I'm frustrated with the lack of service I've received from Otterbox. Please refund me in full $103.21. I no longer want a replacement. I'd be more than happy to send the damaged product, pls send an electronic return label." Sat, Apr 11, 2015 at 2:58 PM - sent again another inquiry with no response i also called but i didn't keep record of my calls.

Desired Settlement: i would like a full refund in the amt of $103.21

Business Response:

Dear ***,

Thanks for reaching out to us and sorry for any delays.

If you have not heard back from us within 2 weeks on a warranty issue, it is advised you then give us a call. You mention you filled out two warranty forms but we only ever got one from almost a year ago. We asked for photos in the correct format and we never heard back from you. Was there a reason you never got back to us when so much time had passed?

You are technically outside of warranty. We also do not do third party refunds. Due to the passage of time, we no longer have your case. 

I am willing to help you out and send you out any other case we have for the ****** ** (no shipping and handling fee, no additional photos required) just to help you out. Bear in mind this is a huge exception due to the amount of time that has passed, the fact that our process has changed and the fact that you are now outside of warranty.

Please let us know if you have any questions.

Best,

Sarah

 

Consumer Response:

Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Also, I have all of the emails with the pictures and they were sent multiple  times. I also did call and nobody there helped me. Now they don't make the case anymore? I would've been happy to let this go if someone would've communicated that to me.

Regards,

*** *****

10/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In March 2015, I purchased a new ******* ****** ** phone at **** *** in Moore, OK. Now in October, 2015, I had an experience where my phone fell off my lap onto the parking lot as I got out of my car at work.....a 2 ft drop maybe. The headphone jack area sustained damage and a piece cracked and then the screen of my phone showed a crack as well looking like a spider web right in the exact beginning location of the hit apparently. I contacted **** who told me to get back with the "******* EXPERIENCE" department of **** *** where I purchased the phone...a 6 hour drive away. We drove 6 hrs to the store,met with & spoke with the ******* representative regarding the Otterbox that I purchased at their recommendation to protect my new phone from "falls/drops,etc" ..the only reason I paid an expensive price for a protective case. **** *** stated that they felt it was clearly Otterbox's fault for the cracked screen simply because they do state how their cover protects the phone from impacts. I was convinced that Otterbox was absolutely the best company for protection especially when they have advertisements on their website even regarding the very case I purchased stating that one woman had dropped her phone and it" plummeted 8 stories" and she expected to find a cracked screen....but did not! Great advertisement! NOT!!!!!Now my new phone has a cracked screen inspite of the fact that Otterbox's commuter series ads state that their case and cover sends the impact away from the device when dropped. NOT TRUE! I contacted Otterbox a few minutes ago and they said there is no way that they could guarantee protection from a cracked screen. The why do they advertise it so to make it look like they are such a great company that their case WILL protect from such accidents? The manager told me they would send me an email regarding refunding the cost of the case. I HAVE A CRACKED SCREEN ON MY NEW PHONE DUE TO THE FAULT OF THEIR CASE NOT DOING WHAT THEY STATE! I spoke with "Jenn" at Otterbox in Ft. Collins, CO and then with her manager "Kristen" on Oct. 19 at 10:15 a.m. by calling 1-855-688-7269.

Desired Settlement: I would like for Otterbox to live up to their advertisement of their ******* Commuter Case of protecting the phone from drop impacts " absorbing & sending the shock away from the device". I feel that due to the faulty case apparently that Otterbox should replace my cracked screen on my new phone! Why pay for an advertised item that clearly is NOT of the caliber that they state? I am so disappointed with Otterbox. I wouldn't have invested extra funds into their case expense if they had been more up front on the "protects against bump/shock" issue. **** *** was pretty vocal regarding they definitely felt I should contact Otterbox and state that the cover did not protect as they advertise. The **** *** associate stressed with me that he clearly felt it was Otterbox's fault. PLEASE, can't something be done? my email: ******************* or cell phone ************

Business Response:

Dear ********,

Thanks for reaching out to us. We are sorry if this has been a distressing experience for you.

Per our limited warranty, we are not able to assist with you device. We are not totally sure where the misunderstanding may have developed, though the information you are saying **** gave you - that we assist with devices - is untrue and misrepresents what we are able to offer. Please understand that we give you extra, added protection, but there is nothing in our wording on any of our packaging or adverting that implicitly or explicitly assures you will never have damage to your device or that the case acts as an insurance policy on or warranty coverage of the device. Manufacturer warranties are essentially always just for the product that company made and for no other third party product. It is important to read up on a product's warranty coverage under any circumstance. All this information is available on our website:

https://www.otterbox.com/en-us/warranty-full.html

We also do extensively test our cases, but we have no control over what happens to a case or the device once the case is out of our hands. We have no idea what kind of fall the case and device may have taken, or if there were multiple falls. A sharp fall onto concrete or asphalt may result in a broken device no matter what case is on it. 

It looks like he offered a refund on your case. That offer stands, 

Please let us know if you have any questions.

Best,

Sarah

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered item online and when received item, item was not correct. After speaking to a Lifeproof rep. was told it was their error and its very confusing on website, was sent an email with return shipping label. Received email with return shipping label stating that 5.00 dollars would be deducted from my refund for return shipping. I contacted Lifeproof again and spoke to another rep asking them to not deduct 5.00 dollars per item description is misrepresented online, Case + Stand, when in fact it is only the stand and still requires another piece to be purchased that is no longer available on their website. Rep would not say anything except I cannot void that deduction. I asked to speak to a supervisor who told me there is nobody there that cannot satisfy me the customer in this matter and the 5.00 dollars will be deducted. This item was misrepresented online, "Case + Stand" indicates there are two items they are selling. Furthermore, the definition of plus (+) is in addition to. If lifeproof wishes to avoid this confusion in the future I would advise them to change the product name to Case/Stand, indicating one item, not two.

Desired Settlement: I would like an entire refund on the total amount paid for item, with no deduction for return shipping, as this is a misrepresentation of their product online.

Business Response:

Dear ********,

Thanks for reaching out to us and sorry for any frustration you may have experienced.

The freight charge is something that is paid out to *****. This is standard for online returns to have a nominal freight charge on returns, regardless of the situation. We normally only waive this $5 fee if we misled you in any way: for example, if you spoke to us and we sold you the wrong product, While we do believe it is self-evident you need a LifeProof case to use LifeProof accessories, we are sorry if you found the website confusing. I did go ahead and reverse that charge, but please understand that this is not normally something we are able to do under such circumstances.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

******** *********

10/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I am contacting you about a disappointing incident regarding an Otterbox on my daughter's ****** *. Her phone slid off of the bed face up with an Otterbox on and the screen cracked horribly. With the amount of money I spent on the Otterbox, I would expect that if her phone landed face up, that it would have been protected. Otterbox is known for the warranty and the protection it offers, and that is why I paid the extra money for a great case to cover and protect a very expensive phone. I chatted with a representative who was not helpful,and that is why I am contacting your office. I am asking that Otterbox pay the deductible or repair the screen. I do not think that is too much to ask considering what Otterbox claims to be known for. Please get back to me at your earliest convenience and I look forward to a quick resolution. Best Regards, ***** ****

Desired Settlement: I would like Otterbox to repair the screen or pay the deductible.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you may be experiencing.

First off, I am not finding your original incident so I took the liberty of setting one up with the information provided here. The incident number is ********, though just a head's up that the address provided here does not validate. If you have some more information about your original contact with us on 10/9/2015, please let us know, especially if it was under a different name or address.

Second, I do want to assure we get you absolutely correct information. Per our limited warranty, we cannot assist with the device. The case is not an insurance policy and the warranty does not extend to anything but the case itself. You can read more about that limited warranty, here. 

https://www.otterbox.com/en-us/warranty-full.html

We do test our cases, but it is impossible to trace every moment in the life of the case and the phone once the case leaves our doors, and we can't say exactly how the damage may have happened. Our case offers extra, added protection, but there is no case that 100% assures you will never have damage to your device. We don't make such a promise. 

What we can do is offer a refund on your case, if that has not already been offered.

This is what we need for that:

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 signature
3) 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 date

Please let us know if you have any additional questions or concerns.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

I do not have the receipt for the Otterbox, although it was purchased in January of this year. The case itself was not damaged, only the phone. I will accept this offer as long as I get to keep my Otterbox for the phone after I have it repaired, as long as you refund me the selling price of $59.90 plus tax and refund it without the receipt. I am able to provide all of the other information that you are asking for. As far as the invalid address, I am not sure what you are referring to. My original chat was on October 9th and the email address used was ***************************. Here is the information from the chat. 

Here is the copy of the recent chat that you requested.General InfoChat start time Oct 9, 2015 10:26:37 AM ESTChat end time Oct 9, 2015 10:48:22 AM ESTDuration (actual chatting time) 00:21:44Operator Melissa

Regards,

***** ****

Business Response: Dear *****,

Thanks for getting back to us and sorry for any delays.

We do appreciate your letting us know a little more about your chat with Melissa. It gives us a bit more of a reference point. I don't have access to chat transcripts, and I'm still not finding an incident, but it is useful to know and we appreciate your efforts. Another issue is that your physical address is giving us an error message, so if you could just verify that is a good address in case we do need to send you anything.

We are not so concerned that you don't see damage to your case: if the case was on a phone that suffered damage, we are eager to send you a replacement on the case. I am even willing to offer both a case replacement and a refund on the case, though we never do that, but we must have all the requested information, especially the receipt. Our fiance department could actually get in trouble in an IRS audit if we don't have that. 

My updated offer, if you may be able to get the receipt, is to send you both a warranty on the case AND a refund on the case, provided all the requested information is provided. If we can't get the receipt but can get the other two pieces of information (photo of case, photo of damaged device) we are happy to get you any case you like (aside from our battery case). That means you can get a case from anything from phone to tablet device.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I have included a copy of the receipt for the otter box, per your request, and a picture of the damaged iphone. You had inquired about my address. My address is **** ***** ******* ***** ***** *** *****. I would like for the refund and new case to be shipped to that address. I am choosing another Defender case in the turquoise happy waves design for the ****** *.

Regards,

***** ****

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Otterbox product I purchased had broken. The company advertises that they offer a lifetime warranty on all their products. When filed a claim to have a new one sent out they told me they wouldn't send me another one. I agreed to pay they shipping and handling on the new one sent out as well. This company still sells the product for my *** ***** *** phone which is a protective case for my phone.

Desired Settlement: I would like a replacement otter box for my *** ***** *** phone case as stated in the warranty

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We do apologize that we no longer have your case in stock. We are not certain where you are still seeing it for sale, but we no longer have it either for sale or as a warranty item. We actually do not state it is a lifetime warranty, though there is sometimes a rumor that goes around that we do. It is actually a one-year warranty. With the speed of technology,there is no way we can continue to manufacture cases on older and phased-out devices. That said, we are happy to either reverse your warranty fee or send you any case you like (aside from out battery case) if that helps you out. We can even extend that offer out through the end of the year if you are due for an upgrade soon. 

Please let us know which way you would like to go on this.

Best,

Sarah

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husbands clip broke off his Defender Series, so he had his phone STILL IN THE CASE in his pocket, got out of his truck and it fell out. It broke. The digitizer has to be replaced or the phone has to be replaced. We are now out $200. So much for a rugged, life proof phone case. I am thoroughly sickened by this... I asked for assistance in paying the deductible, not unreasonable, as a customer service person myself, they keep refusing. What they have offered me is just ridiculous. A replacement, (it's still under warranty, and a refund on the case, because we got it on sale, a whopping $30). There is nowhere on the box that states they don't cover electronics, they brag on and on about the durability of their cases, I think they are legally falsely advertising their product. SHAME ON OTTERBOX FOR NOT STANDING BEHIND THEIR PRODUCT!!

Desired Settlement: I have requested assistance in paying the deductible, I think if Otterbox is such a great product, they should put their money where their mouth is and split the cost of what we have to pay. I have been reasonable and only asked that they split the cost. If the product is so great, what is the problem with that?!

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry for any distress this situation may have caused. 

Per our limited warranty, we are unable to assist with devices. The case is not an insurance policy on the device and the warranty is only for the case itself. You can read up on this policy here:

https://www.otterbox.com/en-us/warranty-full.html

Our cases do give you extra, added protection, but there is no case out there that assures you will never have damage to a device, and while we do design for sharp falls. There is especially not a case out there that can absolutely prevent a device from breaking on a fall out of a truck onto concrete or asphalt. We do not anywhere promise you will never have damage to your device. 

We do appreciate the passion of your argument that we need to help you out with the device, but please understand this is simply not something we can ever do. We are standing behind our product by our warranty and we are going beyond by offering a refund on your case. We stand by either one of those offers. 

Please let us know if you have any questions. 

Best,

Sarah

Consumer Response: I fully understand the "Electronics are not covered policy" but this is NOT clearly stated on your product, nor is it clearly stated on your website, it is in fine print, UNDER all the wonderful testimonials, all the talk of how great your product is. As I stated, you are legally falsely stating how great your product is, just because you are able to get away with it legally, does not make it right, MORALLY.  My husband was very much under the impression that the phone was going to be protected, and that if it broke after taking a small fall while being in your "SUPERIOR" PRODUCT, you would back stand by your word, (THIS PRODUCT IS AWESOME) and HELP COVER THE COSTS TO REPAIR THE PHONE. I was directly lied to, I was told that on the packaging that it stated the electronics were no covered, on my package, IT DOES NOT STATE THAT. I really take issue with being lied to, also. It was by a supervisor, if your supervisors are unsure about your packaging and making claims like this, there is a serious problem. I was told she "Misspoke" whatever you want to call it, ignorance, trying to cover your butt, IT IS STILL A LIE.  Your company needs to re-assess the packaging and marketing tactics you use if you arent going to back up your claims on how wonderful your product is. You put in 6"letters WE ARE LIFE PROOF, then put in 1/4" letters, electronics not covered, it just isn't o.k. SHAME ON YOU!!!! You should know better!!! 

Consumer Response:

Complaint: ********

I am rejecting this response because:You know and I know consumers do not have the time or the desire to do the desire to do all the extra research to find the fine print. That is why there are "Common Sense Warnings" on labels now. The fact of the matter is you ARE FALSELY PROMOTING your product showing how well it stands up to EXTREME CONDITIONS. It probably is, but the fact is, it failed, in my opinion, as a former big business employee, and an independent distributor for a large company now, I would bite the bullet and make my customer happy. I know of a store who returned TIRES for a customer who INSISTED she bought them at that store, they didn't sell tires, instead of fighting her, they knew in the long run it would be more profitable to retain her as a customer instead of alienate her. They are a big Department Store with excellent customer service. Still doing very well, better than the store I worked at, because they started caring more about the bottom line than the customer. 

As a retail person, I understand your policy, but don't agree with it, as a customer, I don't care. I am completely dissatisfied, and wont be satisfied until you work with me more to resolve this issue. This apparently is rare occurance so back up your faith in your product and help out with the deductible.  Otherwise you are saying you don't believe in your product. If you are scared that I'll tell everyone and the will come running for money towards their deductible, I will sign a non-disclosure, so will my husband. Just back up your product if it is so  great. That is all I am saying, or quit LEGALLY FALSELY ADVERTISING IT

Regards,

******* ******

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently I bought the Lifeproof NÜÜD for ****** * case. Followed all the testing instructions and did everything as they told to. Despite all the care, my phone was damaged due to LifeProof's confirmed malfunction case, which did not attended to the waterproof characteristic that was sold to me. The company claimed that they can't cover my phone damage, what is absurd, because their product's confirmed defect was the cause of my phone damage.

Desired Settlement: The Lifeproof Company to handle the repair my damaged phone.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with devices. This is clearly stated in our limited warranty, which you will find in an insert in the case, and also on our website:

https://www.lifeproof.com/en-us/warranty-full.html

The case also does not act as an insurance policy on the device. While we do test our cases, we have no control over what may have happened with the phone and the case every step of the way, if the water test was properly administered or of there was user error. 

We do see we sent you a replacement case. Please let us know if you have any difficulty receiving that.

Please also let us know if you have any questions.

Best,

Sarah

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well I have had an OtterBox for almost all of my devices and I never had any problems whatsoever. But I had purchased one for my ****** had left a stain or a mark and they refused to even help with the problem and I had told them I have found other people that have had the same problem online and they will not even recognize a problem and I think that they should and I think they should pay to get my phone fixed!

Desired Settlement: I would like for them to pay to get my phone fixed! Because this is ridiculous is the worst I've ever been treated by customer service!

Business Response: Dear *******, 

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with devices. This information is readily available on our website:

https://www.otterbox.com/en-us/warranty-full.html

Without photos or further information, we are not totally clear on the nature of your concern. We can say that there are some features on certain devices that may, occasionally, with different types of environmental factors, allow the development of small marks on the device. These factors may include weather, exposure to solvents, temperature and handling. A case may or may not also be a factor. There usually is not one culprit. We also, as stated before, don't really have a lot of information on your specific issue. 

While we cannot assist with the device, we can, if you like, look into getting you a refund on your case. This is what we need:

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 signature
3) 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 date


Once we get these items, we can refund the to-the-penny pre-tax amount of your case. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I will send you photos of the damage your case has caused my phone! I will not take anything more than you fixing my phone! It's sad that I have had to contact tae BBB.

Regards,

******* ********

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any continued distress this may have caused.

Our cases do not act as insurance policies or warranties on the device, and there is simply no exception on this. There are some pretty specific federal guidelines on warranties, and we strictly abide by them. These guidelines specify that manufacturer warranties are pretty strictly for the product that the manufacturer makes. We do see this is very upsetting for you, and we want to remind you that we absolutely stand by our offer to refund you on the cost of the case, so that you can get a little chunk of money back. We just need those three photos, as specified. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: You people are ridiculous terrible customer service! Here's a picture of what I'm dealing with!

Regards,

******* ********

Business Response: Dear *******, 

Thanks for getting back to us. We are sorry this has been a disappointing experience. We strive for transparency in our policies, and we apologize you do not perceive we are doing absolutely everything we can under the circumstances, and with as much respect as possible. 

As stated a couple of times now, per our limited warranty, we cannot accommodate your request to repair your device. We do recommend you read up on oleophobic coatings in general. These are subject to being affected by a variety of environmental factors, and any contact with any type of solvents, inclement weather or a variety of other factors can wear this down. A case may or may not be one factor in many. 

We stand by our offer to refund you on the case.

Please let us know if you have any questions.

Best,

Sarah

10/15/2015 Guarantee/Warranty Issues
10/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: So Basically I bought a lifeproof case for my * ***** **. During the time I have owned the case it has broken numerous times, and they have sent out a replacement. However about a week ago my Phone was in the case and it dropped. The phone cracked with the case on. Now I spent 80 dollars on a case with the idea that it would not break, and that it would protect my case. On Lifeproofs website they say that the case makes your phone drop proof. When I called however and asked for them to pay for the repair they claimed they couldn't because they don't cover it. So basically they are false advertising by saying the product makes the phone drop proof, but not willing to back it up when their case fails. It is ridiculous.

Desired Settlement: I want them to compensate me to repair my phone screen and pay for a new case/ reimburse me for the old one.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with devices. This information is readily available on our website and in an insert that comes with each and every LifeProof package.

Here is a link to our limited warranty:
https://www.lifeproof.com/en-us/warranty-full.html

We do extensively test our cases, but there is no case that can assure you will never have damage to your device, and we have no control over what happens to cases once they are out there in the world. We cannot retrace every moment of what may have happened, and the case is not an insurance policy on the device. 

We do see we have sent you a replacement case. Please let us know if you have any difficulty receiving that, or if you have any further questions. 

Best,

Sarah

Consumer Response: Complaint: ********

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,

***** *******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Please do understand that "drop proof" is not, and should not be interpreted as, a guarantee that a device will never break. It is impossible to make that promise. Additionally we can't be there for every moment of the case and device to rule out there were not possibly a string of small factors (e.g. small drops, key scratches, unusual environmental conditions) that ultimately led to the case and device breaking. 

That said, we are willing to help you out a bit more by offering a refund on the cost of your case. This is what we need:

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 signature
3) 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 date


Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I bought the case 14 months ago in July not 12. Everything else in the settlement was fine. Thanks.

Regards,

***** *******

Business Response: Dear *****, 

Thanks for getting back to us and sorry for any delays.

As long as you can get the information in good order, we should be able to work with a purchase from 14 months ago. We would need that information as quickly as possible however, and it all needs to be exactly as requested.

Please let me know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Also I have already got my replacement case so do you still need the case paperwork or no?

Regards,

***** *******

Consumer Response:

So Basically I bought a lifeproof case for my * ***** **. During the time I have owned the case it has broken numerous times, and they have sent out a replacement. However about a week ago my Phone was in the case and it dropped. The phone cracked with the case on. Now I spent 80 dollars on a case with the idea that it would not break, and that it would protect my case. On Lifeproofs website they say that the case makes your phone drop proof. When I called however and asked for them to pay for the repair they claimed they couldn't because they don't cover it. So basically they are false advertising bay saying the product makes the phone drop proof, but not willing to back it up when their case fails. It is ridiculous. Additionally they told me they would refund my case. I then produced everything their representative had told me to. Then did everything on top of that they asked for. Now they are telling me they wont pay for it.

I want them to pay for my phone to be fixed, or give me a refund of the case which didn't work.

Business Response: Dear *****,

Thanks for getting back to us and sorry for any delays. 

We do hear it has been an upsetting experience for you. We are also sorry you perceive that we are falsely advertising our product. We respectfully assert that we are in no way backpedaling on any promise made in any of our packaging, print material or advertisements. Unfortunately, unless you can provide a receipt from ******, we cannot process that third party refund on your case. It sounds like there was some dispute if our finance department did require that item, but I can assure you they absolutely do. There could be trouble with the IRS, should we be audited, if we do not have an itemized purchase receipt generated by ******. The third party refund is quite conditional upon provide the three requested items as specified. We did clarify that the refund was dependent on those items, and we did not make an unconditional promise to refund you. Not everyone qualifies for this offer, and the offer already stands way outside of our standard warranty. 


As it looks like we are unable to process the refund, we are happy to get you any case you like (aside from our battery case) and I am even willing to get you any two non-battery LifeProof products you like. I know this may not sound ideal, especially as you have been disappointed by our products and by this experience, but we do want to help you out as much as we can within the constraints of what we are able to do. 

Please let us know if you have any questions.

Best,

Sarah

10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got my new ****** * gold 16gb from ******* day 1 I went to ******* and got a hot pink and white otterbox well my phone was shaking inside the case okay so I call otterbox they sent a warranty replacement did the same thing when I took the case off I found out the otterbox built in screen protector scratched my screen. I had to pay a repair shop $170 to fix my screen.

Desired Settlement: I want a refund for the case of $48.00 and I want a refund for having to replace my screen due to the scratches on my new phone. Cause by the case

Business Response: Dear *********, 

Thanks for reaching out to us and sorry for any delays.

First, it looks like we found your incidents, but they are under another email address and address. Could you perhaps verify that information?

Second, per our limited warranty, we are not able to help out with any kind of device repairs. This is outlined, here:
https://www.otterbox.com/en-us/warranty-full.html

It does sound like it has been an upsetting experience, and we are happy to get you a refund on the case itself. Since you did receive two warranty replacements in a week, we need to get at least one of those cases back first. We also need the following:

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 signature
3) 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 date

Once we get these items, and the returned case(s), we will be happy to refund you for your case.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

********* ********

how am I suppose to take pictures of a scratched screen. And I will return the case once I have the money I paid for my screen to be fix. ********************** is the email and address was **** ***** ***** ******** ** we did move 

Business Response: Dear *********,

Thanks for reaching out to us and sorry for any distress this may have caused.

In regards to the photo of the device, we are not sure what you mean by your question. If the scratches are hard to see, just play around with the lighting to make it visible. If you mean that the only camera you have is the one on your phone, you may need to ask a friend or family member to assist you with the photos.

We are unable to pay for the repair of the device. We do require an itemized purchase receipt (along with the pictures of the case and device) in order to cut a check for the refund of the case. We are unable to process a check for this refund on the case in advance of receiving this information.

We are extremely happy to refund your case if we can get the requested information. 

Please let us know if you have any questions.

Best,

Sarah

10/15/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an Otter Box Defender case for my ****** ** because of the positive experience that I had with Otter Box when my ****** ** holster broke. Otter Box sent me two new holsters at no cost to me. My ** holster has now broken, within the warranty period, and I attempted to submit a warranty claim and was told that there is now a $2.99 fee to submit a warranty claim. I purchased the Defender because I knew that OB stood behind their products and would replace it if it wore out during the warranty period. $2.99 is not a lot of money , but the loss of faith in the company is enough to lose a customer.

Desired Settlement: A replacement ** holster would be nice, but the return to a customer-centered warranty process would be best.

Business Response: Dear Mrs. ****,

Thanks for reaching out to us. We apologize if this has been a disappointing experience. 

We have not changed our great one-year warranty. We just made a bit of an adjustment to how we process that warranty. We actually checked with customers to see if they would prefer a slight shipping and handling fee if it sped up the turn-around time for warranties, and the vast majority preferred this new system. It is absolutely our prerogative to adjust how we process warranties as we see fit: in this case, we actually listened to the customer. We do apologize, however, if this change was not to your liking. 

I can't find your original incident, but I took the liberty of setting a new one up using the contact information in this complaint. The incident number is ********. I am happy to just send you out a couple of ****** ** holsters without charge. Moving forward, we will need to charge a warranty fee for any warranties you may have, but we do want to help you out this one time. If you need any other parts at this time, also let us know, and also let us know if this is the correct address to send those parts out to. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

*** ****

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a Lifeproof case for all of my last 5 phones, i got the new Iphone 6 Plus in 11/2014 i waited for Lifeproof to come out with the new case and purchased that $100 case in 3/2015 within 2 months the case broke at the charging port cover ( VERY POOR DESIGN ) so i contacted Lifeproof and they sent me another well after about 2 month of having that one my phone falls in the water, " thank God i have a Lifeproof case ) so i pull it out to find that the charging port cover has broke again so i panic dry the $850 Iphone 6 Plus 64GB and put it in rice the naext day it did not work i left it in the rice and 3 days later still didn't work so i called Lifeproof explained my situation and was told they could do nothing for me but send me another BAD DESIGNED CASE so i asked is there anyone who can help me somehow i am out a $850 phone because of your bad design, i was told NO and that they are working on a better design because that is one of our main complaint/issues but i will send you another case for free. My question is how many people like myself have to be out a $1000 for someone to help us at least split the cost it is your BAD DESIGN be the company we thought you was and OWN the ERROR on your part. Recall the item but don't take our money and leave us high and dry with the cost of another expensive phone. PLEASE HELP ME LOVE LIFEPROOF AGAIN!!!!

Desired Settlement: Some type of help with my Iphone expenses or to have my phone repaired/ refurbished

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any distress you have experienced. 

Per our limited warranty, we are not able to assist with devices. This is clearly stated in an insert that comes in each and every LifeProof case, and is also stated on our website:

https://www.lifeproof.com/en-us/warranty-full.html

It is critical that customers closely inspect their LifeProof cases each time the case and the phone come near water. We cannot be there with you for every step of the journey in the life of the case and the phone. While we do extensively test our cases, it is out of our control if a crack to a charge port door goes undetected, and we cannot assure a damaged case will protect your device. We also have no way of tracing how that crack may have happened. 

That said, we are happy to warranty our own product: we do see we did send you a replacement case. Please do let us know if you have any difficulty receiving that case. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: the case is not CRACKED 
the cover is equipped with two little plastic tabs that BREAK from opening and closing it to charge the phonethe OLD design over lapped the front of the case and worked well this NEW design relys on two small plastic tabs. I had two cases in 4 months because it is flaud and your records will show that i had this last one for two months before it broke again. And i am surebthis is your BIGGEST complaint and reason for replacements on this new design. 
Regards,

******* ******

Business Response: Dear *******,

We do appreciate your getting back to us and apologize for any continued delays.

Regardless of if  there are damage or defects to the case, it is still the job of every customer to inspect cases before entering water. We must stress that we do not encourage the case and the phone entering the water if there is even the slightest concern about a tight seal. We also instruct that customers should re-do the water test every few months. 

That said, even though we already sent a replacement case, we are happy to also offer a third party refund on the case. We don't usually do this when a warranty has already been sent, but we will make an exception just for you. This is what we need:


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 signature
3) 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 date

You would be under no obligation to send back the replacement.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

However i will need an address and to whom i send these items to, so Sarah if you can send me that information that would be very helpful. 

Regards,

******* ******

Business Response: Dear *******,

Thanks for getting back to us. I apologize for the lateness of my reply.

I set up a new incident for you: ********. I was not sure if you wanted to use the email address from this complaint or the email address in your original incident. I took the liberty of sending it to the one in your original incident.

You can just send those photos in a reply email, taking care not to change the subject line of the email. 

You may also give us a call at P:888-533-0735, and reference that incident number if you have any additional questions or concerns. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

Sarah i have sent all photos to an Email you sent me previuosly , this has just a few it would only let me send 4

10/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a lifeproof case so that I would have full protection on my brand new ****** *. After having my case for not even 4 months, my phone was severely damaged while in my lifeproof case. I had my phone in my case plugged into my charger and sitting on my nightstand that isn't even 3 feet off the ground. My phone fell off of it in the middle of the night and when I woke up the next morning my entire front screen was shattered while still being in my lifeproof case. In any lifeproof advertisement, it claims that your phone should be able to fall 6.6 feet and be okay without any damage. I called lifeproof and they claim they cannot do anything for me because they don't cover phones, just the phone cases. I had to pay $99 to get my phone fixed and I would like Lifeproof to refund me that money due to the fact their cases are falsely advertised saying they can be dropped 6.6 feet. They sent me a new case but why would I want a new phone case that my phone shattered in the last time I had it in one of their cases?

Desired Settlement: I wish to have Lifeproof pay me back the amount that I had to spend to get my phone fixed, which would be $99.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays. 

Per our limited warranty, we cannot assist with devices. Inside each and every LifeProof case is an insert, and in that insert it is explained that the LifeProof warranty does not cover devices. The case does not act as an insurance policy on the device, either, though we are sorry if you understood there to be implicit coverage. 

You can read about our limited warranty here:

https://www.lifeproof.com/en-us/warranty-full.html

The case is meant to give you extra, added protection, but there are still events that may happen that lead to screen damage, such as a series of small but significant impacts that had gone undetected before the final fall (e.g. keys hitting the screen in a purse). 

We do see we have sent you a replacement case. Please let us know if you have any trouble receiving this package.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I do not want another case that will not protect my phone. Your advertisements claim the phone can drop 6.6 feet. Mine dropped 3 feet. I am never going to purchase another one of your products again due to the false advertisements. I would like to be reimbursed for the amount I had to spend due to a false advertisement on your case. 

Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you have experienced. 

We do extensively test our products but we have no control over what happens with phones within cases once they leave the door, and it is impossible to trace the exact journey that may have led to the device suffering damage. We do not make a claim anywhere in our advertising that you will never experience damage to your device, and that would be an impossible claim to make.

While we don't help out with devices, and while we don't usually make this offer if we have already warrantied the case, we are happy to help you out by refunding the case itself. Not everyone qualifies, but this is what we need from you to process that:

1) Standard Warranty Case Photo. (We already have this, so no need to resubmit, thanks!)
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 signature
3) 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 date

Once we get those items, we would be able to send you a check to refund the cost of the case.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. However, I already sent in my damaged device. Also, I don't have the original receipt from the purchase. But I can give you a date that is very very close to the date I bought it. If this would be fine I would be glad to work with you to get this issue resolved.  


 Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We understand if you already surrendered your damaged device: we can work with an invoice showing as much. We just need a picture of that invoice with that invoice signed and dated.

Our finance department does require an itemized purchase receipt. We can't work with a rough date or MSRP to refund you on the case. There is no wiggle room on this, as we need to follow IRS requirements. I would suggest seeing if you can go back to the original store and finding out if you can get a receipt by providing your original credit card, or the phone number you may have given them when you made the purchase. Not everyone qualifies for a refund on their case, and this is certainly the strictest part of the process. 

Please let us know if you have any further questions.

Best,

Sarah
 

10/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otterbox Defender Case for my **** **** *** **** was dropped with the case on and the screen shattered. I have done some research in which I found the there is an engineering flaw with the case. It was designed too tight, resulting on improper fitting (http:/******************.com/2013/01/16/otterbox-rocks-apple-*****-bottom-line/). The case retails for $79.90 and does not provide any protection. The screen was so severely damaged, that pieces of glass can be felt under the case. I contacted Otterbox customer service and they offered me replacement cases. The cases are not going to solve my problem.

Desired Settlement: $199, the cost of a replacement screen

Business Response: Dear ******, 

Thanks for reaching out to us and sorry for any distress you may have experienced.

Per our limited warranty, we cannot help with damaged devices. This is stated on our website, and I am happy to provide that link:

https://www.otterbox.com/en-us/warranty-full.html

The case does not act as an insurance policy and we can only warranty something we have manufactured. While we test our products extensively, we cannot anticipate every string of events that may lead to a case suffering damage. No case company out there can assure you will never have damage to a device. 

That said, if you like, we may be able to do a refund on the cost of the case itself. This is what we need:

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 signature
3) 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 date

I have briefly put your replacement order on hold to see if this is an option you would prefer. We can either warranty the case or offer this refund. If you would prefer the case instead, just let us know, and I will release that shipment for order **********.

Please let us know what might work for you.

Best,

Sarah

Consumer Response: Better Business Bureau:

I will accept a full refund of $53.49.  Please note that I took the iPad to a service center and the confirmed that the case was too tight, causing extensive damage to the Ipad when it was dropped on its back.  They even concluded that the screen probably would not have cracked if there was no case at all.  The information you requested for the refund is attached.  The serial number is ***********.  My name and address are as follows:  ****** ******, *** ******* ***** ************** ** ****** ***** ********.  When and how will i receive the refund?
Regards,

****** ******

Business Response: Dear ******, 

Thanks for getting back to us and sorry for any delays.

You should be getting refund, reference **********, in a few weeks. We just missed the cut off for weekly checks yesterday, but they should be cutting the check next week. It can take a couple of weeks for delivery. I do wan to add it is for a flat $49.99: we don't refund tax. 

Please let us know if you have any questions.

Best,

Sarah

10/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an "OtterBox" case for my ******* **** * with the assumption that as advertised, it protects against drops. Two weeks later I dropped my phone on a padded floor from a height of less than two feet and now my phone no longer works. I called OtterBox customer service only to be informed the drop protection named on the website only ensures the case will not be damaged by a drop. I can assure you, I will find a way to write a review of this product and identify that the label and website are misleading. I will not slander the company but I will ensure anytime I am able, I will make sure to point out the drop protection is strictly for the case, not the phone. I am very disappointed. I would not have spend $50 on a plastic cover, especialy one with no drop or water protection.

Desired Settlement: While I would like the company to make clear on the packaging and the website that there is no device protection, I would like OtterBox to pay the $200 deductible I now have to pay to replace my phone with ******. Had I known their product would not prevent damage from even a very short fall I would not have purchased it in the first place.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any distress you have experienced.

Per our limited warranty, we are not able to assist with the device. We do apologize if you felt there was an implicit promise of this through our packaging. Manufacturer warranties, by federal guidelines, essentially only cover the product the company manufactured. The case is also not an insurance policy on the device. We cannot assist with a deductible. 

You can read up on our limited warranty, here:

https://www.otterbox.com/en-us/warranty-full.html

I did not find a current incident under your name, so I took the liberty of setting one up: ********. Please let us know if we need to look under another incident under a different set of contact information.  

This is what we can do for you. We can offer you a refund on the cost of your case. Not everyone qualifies for this, and to do it we need the following:

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 signature
3) 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 date


Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I can read what is written on the website. I did not file a complaint or register a problem with my case on the website because the case is not damaged. I expressed what I would like to have happen, one being reimbursement for the cost to replace my phone, the other that the packaging make very clear to consumer that the "drop protection" is exclusively for the case not the device. I am quite sure I am not the first consumer who has purchased an Otter Box expecting that it would protect my device from at least minimal drops. The customer service rep at a ****** Store today, actually, indicated the Otter Box offers at least some drop protection. So, with the packing as it is now, it clearly is misleading and should be changed. It is not practical to expect buyers to either read the tiny print obscurely located somewhere in the packaging or to go online to read it before they purchase the item. Your products are purchased because of reputation. That reputation has not been permanently altered for me. I had to order a new phone, I am not getting the same model so when or if I buy a cover, it will not be an Otter Box.

Regards,

******* *****

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any continued distress you are experiencing. 

We are always happy to warranty cases if there is damage to the device, even if there is not visible damage to the case itself. We do appreciate the passion of your argument, but it does not change our set-in-stone policy that we do not assist with devices. Drop protection is not a guarantee you will never break your phone. It is a statement that our cases give you extra, added protection. It is impossible to promise a device will never break, and we do not, in any way or form, make any kind of promise. It is each consumer's responsibility to read up on all product warranties, regardless of the bit of extra time it may take, so we are well-informed about what a warranty does cover. 

We stand by our offer to refund your case, if you would still like to do that.

Please let us know if we can be of further assistance. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: there will remain countless unwitting consumers mislead by the false wording on the packaging. I do believe it is called truth in advertising. I am considering small claims court. I realoze it is not a large sum of momey but it is principle at this point. 

Regards,

******* *****

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased LIFEPROOF'S waterproof case on Thursday, September 17, 2015 at ************ ** **** *** at 8:40 PM. I followed the instructions in the manual regarding testing their product in submerged water for 30 min. I did so with the headphone adapter that was INCLUDED in the box. The case did NOT get water in it. I felt confident in the product to use on my Spartan Race obstacle course run on September 19, 2015 in Killington, VT. I went through a water obstacle that was not even 5 min long, about 4 hours into my race, and surface swam to make it to the other side. I was impressed that my music was still playing. About 15 min in, the music stopped playing and I thought I finished my playlist, since I have been running for 4 hours now. When I made it to the finish line I wanted to call my girlfriend and seen water in the case! The phone became damaged due to water! I had no access with my phone until I came home from VT on Sunday night. On Monday September 21, 2015 at about 11 AM, I called Lifeproof to state what happened. After about 10 minutes of talking, the sales rep asked if the headphone cord was blue, I said "It has a blue seal at the bottom about 1/4 of an inch long". She said "oh, that is not the waterproof cord, that is one so you can listen to music." I said to her "Why would you have a NON waterproof accessory in a waterproof product, and why did it pass your waterproof test?" I then spoke with her manager and stated my case and she said the same thing. I told them that no where in the manual or on the box does it say --even in fine print-- that the adapter is non waterproof. I, as the consumer, followed the instructions to the case, proved to LIFEPROOF that I am at no fault to my phone being ruined due to false advertisment. They do NOT stand by their product as they claim they do and brushed me off. I went to Best Buy to help, and they did not. I went to Verizon and they did not help. I now have to pay for a refurbished phone out of my own pocket for something that is NOT my fault. I did call OtterBox because I found out through here that Otterbox now owns LIFEPROOF. I love Otterbox's products and their customer service. As the parent company to LIFEPROOF, they told me that I am NOT at fault, that the cord is indeed a waterproof cord.

Desired Settlement: I want LifeProof to reimburse me the $99 dollars I have to pay out to get a refurbished phone.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any difficult experience you may have had. 

Per our limited warranty, we are unable to assist with the device. We are sorry if there was any confusion around the GUHA as well. 

It does look like there was some improper handling of your situation, and I have taken proper steps to address these errors. It is true that OtterBox and LifeProof are part of the same Otter Products family. That said, it is rather like taking your ***** into a ****** dealership (or vice versa) to address LifeProof or OtterBox issues through the other brand. It appears the agent took your LifeProof concern as an OtterBox call, but he should have transferred you to LifeProof and clarified we cannot cross brands. You are under no obligation to return that product that was sent, but we essentially have not resolved your claim.

While we cannot assist with your device, we are happy to offer you a third party refund on your case. What we need is the following:

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 signature
3) 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 date

We also need to find out the device/color/model for your case. 

You may send those photos through the BBB, or you may contact us through the LifeProof call center at P:888-533-0735. The new incident I have set up is 13102279.

Please let me know if you have any questions. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

I did speak directly with lifeproof on September 21, 2015.  I spoke with a manager of lifeproof too and explained my situation to its entirety in which she seemed very concerned to my situation. In your analogy, I took my ***** back to the ***** dealership.  Why would I want another case if it can, once again, destroy my phone? You can offer me 10 cases, I don't want them, I want to be reimbursed the cost to replace my phone. 
Now, seeing that this is the 4th time trying to have your company, lifeproof, to do the right thing, I will keep reposting how you fail aso a business with your claim "we back our products claim up"  no, no you do not. So far, a handfull of people are not going to buy your product. I hope it was worth it. 
I have already sent the case back to the store. 
Regards,

******* *******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

We do see that you spoke with one of our representatives on 9/21/2015, but there is no record that you were transferred to a LifeProof manager. I am on that team, and we would have with near certainty made notes if a call had been transferred to us. It was still our failing, if we had implied you were speaking with a manager (or even if you did speak with a manager and we failed to make notes), and if we had not maintained brand integrity. 

Like I mentioned before, you are under no obligation to return the OtterBox cases. 

Since you were successful in returning the case to the store, we don't need to worry about that third party refund. Thanks for the update on the situation.

We do stand behind our product in the form of our product warranty. That said, it is made very clear on our website and in the packaging insert that we do not assist with devices. There is simply no exception on this. We are not backpedaling on a promise that we had previously made, and we, in fact, have made all the exceptions we possibly can to assist you. 

Despite your bad experience, I am actually very happy to go ahead and still send you a LifeProof case of your choice (aside from the battery case) due to the mix-ups that you experienced. We are happy to do this as a one-time courtesy, and will not require any further documentation to send that out to you. Please be aware that we normally don't ever make such exceptions, but we do want to do what we can to correct the way your situation was mishandled in terms of brand integrity and individual representation.

Please let us know if this might work for you, and please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me, however, I WOULD LIKE A CASE FOR A DIFFERENT PHONE,  NOT THE GALAXY S5. I read the response email as any case of my choice. If they make an iPhone 6 (the newest iPhone they came out with, I would prefer that case.  After my experience with the S5, I choose not to put my phone is that case.   If this can be met, I feel satisfied to their offer.


Regards,

******* *******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

I am happy to offer you can get an iPhone 6s or iPhone 6s Plus case from us when they come out. We can get you any single case that is not a battery case, in case those come out. We don't have an estimated date of delivery on these, but what I would advise is to get on the notification list for the case you are interested in and give us a call when they come out;
http://www.lifeproof.com/en-us/iphone-6s-cases
http://www.lifeproof.com/en-us/iphone-6s-plus-cases

I will extend this offer for three months out from the release date of those cases, to give you a chance to make a choice. Please give us a call at P:888-533-0735 and reference Incident ******** so we can take care of you, once the cases are out and you are ready to choose a case.  

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

I would like the 6s case and it can be mailed to:
******* ******* 
** ****** ** *** ************ ** *****

Regards,

******* *******

10/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While on vacation, I used the device in shallow water to take photos; when my wife asked to see the photos, she noticed that the ****** had shut off and that the “door” on the case where the charger goes appeared to be slightly open on one side. I questioned myself, as I knew that I took the necessary precautions to ensure that the case was sealed appropriately prior to submersing the phone in any water. Nonetheless, I made the assumption that it was my fault and I may had made a mistake by leaving it partially open. I immediately removed the case and exhausted all possible efforts to save the ****** which were ultimately unsuccessful. My wife then asked to put the case on her ****** so she may attempt to retake the photos, which I did; she snapped several photos on her phone at which point once again, her ****** also became damaged by water while in the Lifeproof case. When I examined her phone and the Lifeproof case more closely, I noticed a very faint, hairline crack that was diagonal on the door that closes which appeared to be the reason water was able to seep through. At this point, I realized it was clearly a defect that caused the losses, and not negligence. I exhausted my day at the ***** Store from 3pm to 9pm until I was finally able to get new phones to take on my next vacation so that we can connect with our kids, families and business. The Lifeproof product that we purchased at Best Buy ruined all the memories that we had in the photo library which were unable to be recovered; not to mention all the exhausted time and effort spent to obtain new phones. At this point in addition to the cost of the defective Lifeproof case ($107.99), two replacement devices needed to be purchased to replace those of which were destroyed as a result of the defective Lifeproof case ($355.32 each) – total initial monetary losses incurred are in the amount of $818.63 – this does not include ruined and lost memories nor time spent obtaining new devices and away from wo

Desired Settlement: Payment of $818.63 as explained above Lifeproof Cliam # ********

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

I am happy to go over what we are and are not able to do to help you out. 

Per our limited warranty, we are not able to help with damaged devices. This is explained in an insert that comes in each and every LifeProof case, and, in addition, many of our cases have a link on the bottom of the package that goes to the place on our website that explains this limited warranty. Here is that link:

https://www.lifeproof.com/en-us/warranty-full.html

We encourage customers to both have insurance on the device and to use cloud storage or other forms of backup of valuable data. There is no case out there that 100% assures you will never have damage to the device or loss of data. The case does not act as an insurance policy, and one is always at risk of losing data on a device, case or no case. 

That said, we are happy to set you up with a refund on the case itself. This is what we need:
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 signature
3) 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 date

We are happy to set you up so you can send us this information through incident ********. Thank you for providing that incident number, as we can see that was under another set of contact information.

Please let us know if you have any questions.

Best,

Sarah



Consumer Response: Complaint: ********

I am rejecting this response because:

1) All information was already provided to LIFEPROOF including photos, Receipts, proof of water damage and detailed explanation on how it occurred.  
2) LIFEPROOF hangs up the phone on my face and will not explain to me why they will not consider replacing my phones.  This happened during numerous occasions. 
3) Damage occured due to MANUFACTURE DEFECT to the Flap Door on the bottom of the case that opens and closes to allow the insert of the charging cable.  
4) The appears to be a common issue with LIFEPROOF cases based on resources found on - Line
5) I will however agree to reimbursement of the actual phones that were purchased as replacements to the water damaged phones.  The amount was provided in prior correspondence.  
6) LIFEPROOF needs to be responsible for their own problems that are caused by them.  The Case was only a few days old !!    

Regards,

*** ******
************

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any delays. 

We do see that you were not able to register for TWPP on time. Unfortunately, this means that TWPP coverage would not be offered. That is a very specific process handled by another department, and it is pretty much written in stone how the coverage works. We do apologize if this was stressful news to receive. 

I am happy to answer your questions on a point-by-point basis if that helps. 

1. We are seeing a number of photos in Nora's claim, such as a business card and a couple of photos of the case without notes, and also a number of photos that appear to be corrupted. We actually do not have all the information we need in the format we requested. We need three specific images in this exact format:

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 signature
3) 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 date

2. I do apologize if you felt we cut you off. We do see the discussion became a bit circular. Please bear in mind that we simply do not offer device refunds.

3. It is imperative to check the case before going in the water. If there was damage to the charge port door, the case and phone should not have entered the water. We cannot assure the case will protect under any and all circumstances, and the case must be considered "use at your own risk". This is even stated in that pamphlet. 

4. An issue appearing to be common still does not change our policies. Again, there is a burden of proof. We cannot determine in each of those situations there was not user error, a test not done correctly, or some other unanticipated event that led to damage to the device.

5. We do not replace phones. 

6. We understand you are frustrated but we are genuinely offering you what we can to help you out.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:

1.      
I was unable to Register for TWPP on time due to
the fact that the warranty card which contained that information was not part
of the package.  While we were still
WITHIN the time frame to register the product, we informed Lifeproof of this, by
phone and email and the Lifeproof rep informed us NOT to worry and that it wasn’t
necessary.  That’s the kind of BS we are
dealing with.  Since Lifeproof records
the conversation, you can concur that this was infact  the case. 
Because we made a good faith attempt to register on time, and based on
information gathered from Lifeproof Rep, it is irrelevant what is written in
stone.  We have proof of purchase from
Best Buy, timely emails, etc, that will justify our argument.    

2.      
Please provide your contact information (email
and phone number) and I will make sure you get all the information requested,
however, if your not willing to compensate me for the losses, it appears to be
a waste of time. Nonetheless, I will do it. 


3.      
The case was thoroughly checked before I went in
the water.  As I stated previously, it
started as a hairline crack which was almost invisible yet still allowed water
to seep thorough.  You indicate “use at
your own risk”, but also Falsely Advertise the case as being Lifeproof.  A simple statement DOES NOT release you of
liability and to fool innocent consumers by taking their money, not standing
behind a KNOWN Manufactures DEFECT, and get away with it. 

4.      
This is a common problem and although you should
not have to change your policies, you should rightfully pay for the problem you
have caused until you figure out a permanent solution to correct the DEFECT or
take the product off the market. 

5.      
Your not replacing my phone.  Our phones are nearly $2,000 combined.  Your paying for the replacement costs under
warranty and again, I have all the justification needed from ***** to justify
water damage and amounts paid.  At this
point, this is your best and cheapest option.

6.      
Proving me with a new Lifeproof case is NOT
helping me out.  Paying for my losses,
will be a settlement to making me partially whole.  Based on your response, it appears that you
are not willing to settle this and I would rather not waste my time.  I have no interest in making up stories,
wasting my valuable time, and losing precious memories with my family.  Lifeproof has a serious problem by
maliciously continuing the distribution of defective cases to consumers and not
standing behind their product.  Again,
the facts are all there and the resources of similar historical defects such as
mine are all over the internet.  If you are
not willing to settle this at our level, you leave me no choice but to escalate
this issue and pursue settlement by other means including representing a CLASS
if necessary.  If this is not settled, I
will make sure that every social media will know of my experience in order to
minimize the losses to other consumers as a result of your defective
product.  BBB and Consumers Affairs will be
fully aware of this as well.

7.      
Please make a settlement check payable to ***
****** in the amount previously claimed and mail to ***** **** ******* ***** ****** ** *****

Regards,

*** ******

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any delays. 

It seems we are at an impasse. We have already stated a number of times that we do not replace devices. We especially must stress that we cannot assure that our case will remain waterproof it the plugs are not properly closed and inspected before entering water, even if it means checking for those fine, hairline cracks. The case simply should not be used if there are any issues with the seal, and it sounds like there may have been visible issues with the seal that could very well have been there before the damage to the phone occurred. We also do not recommend putting a potentially broken case back onto a phone or onto another phone. 

Please also be aware that LifeProof is a brand name. The name itself does not promise any kind of insurance or warranty on the phone. No part of our packaging or marketing promises insurance or a warranty on the phone either. The Federal Trade Commission has some good resources on how warranties work, and we can assure you we are working within federal guidelines for warranties. 

We are still happy to refund the cost of the case. Please let us know if this might work for you. I can send you an email from the original incident so you can get us those photos. 

Please let us know if you have any questions.

Best,

Sarah 

Consumer Response: Complaint: ********

I am rejecting this response because:

I'm not stupid enough to put it on another phone and therefore, it was obviously NOT VISIBLE. I realize your trying to protect your companies interest and not admit to the Manufacturer DEFECT, so I guess I can't blame you.     

You can send me your email so that I can send you the pics but we will continue to DISAGREE and I will proceed to do as I stated in my last email.  

Regards,

*** ******

Business Response: Dear ***,

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

Consumer Response: Complaint: ********

I am rejecting this response because:

The Complaint will remain open until a settlement is agreed upon.  

Regards,

*** ******

9/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the LifeProof ****** case for $89 from the local **** *** because they said it would prevent my phone from being damaged when dropped even from a distance over 6 feet. However, a 5 foot tall person dropped my phone today, which broke my phone. When I called them, they said they do not guarantee that the phone will not be damaged; however, it is misleading in its advertising in assuring it can be dropped and not damage the phone. When I called LifeProof, they said they only guarantee their product will not break, which is NOT what I was led to believe prior to purchasing this product.

Desired Settlement: I want them to pay for the repair to my phone screen to be replaced, which will cost me $100 or refund me the full amount that I paid for this product which was $89+ tax.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any frustrations you have experienced. 

First things first: I cannot find an incident of your having contacted us, so I took the liberty of setting one up: incident ********. Please do let us know if you have a different incident under another name.

So, to address your direct concern: per our limited warranty, we cannot help with the device. I can, however, accommodate your other request to refund you on the case. The only thing we don't do is refund the tax. This is what we need:
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 
     (Please let us know what device you have and what color/series case you have as well)
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 signature
3) 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 date

You can send those pictures to us through here, or let us know you accept this offer and we can send the request through our warranty system and you can get us the photos that way.

Please let us know if you have any questions.

Best,

Sarah

9/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had two different cases with Otterbox cases my sister had a case dropped her phone and her screen shattered she got her screen fixed . I have the ****** * I purchased the Otterbox water proof case when I purchased my phone a couple of months back I recently started having problems went my phone so of course I took it to my carrier (******) they said my phone is water damaged and that's why my phone has been acting up. I don't see how my phone can be damaged if I have this product on my phone that says water resistant , I haven't dropped in any water at all the closest my phone gets to water is when I am washing dishes ands showering its in the bathroom to me, if it is raining I do not walk with it out I simply put it away . ****** said the water damaged is at the top a circle and the bottom a drop which is proof there was no water shock to the phone ,my case should be able to protect my phone if I get a little droplet of water on the screen . The product is known to be a good product I don't know if it is possible for the cases to have defects but if possible I think my case had a defect because the way my phone carrier describe it I don't see any other way possible of how water got into it .Especially with this water proof case of it

Desired Settlement: I would like Otterbox to pay the fee to fix my phone

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays. 

We are not finding a previous incident for you, and are not sure if you have tried contacting us. It seems there may be some confusion, and we could use a little more information to clear things up. Here at OtterBox, we have never had a waterproof case for the ****** *. If there was an understanding that any of our ****** * cases were waterproof, this is not the situation. If you, in fact, have a device other than the ****** *, you may be talking about one of our older cases, such as the Preserver for the ****** ****. If you perhaps have us confused with our sister company, LifeProof, that would also help identify the issue. 

Regardless of the situation, we are unable to assist with devices. Our warranty only covers products we have manufactured, and the case does not act as an insurance policy on the device, whether or not product advisories were followed. 

We are sorry to hear about your sister's device but we are unclear if she ever contacted us either. Again, per our limited warranty, we are not able to help with devices, but if she did still need a replacement on OtterBox, and she still has the case in hand, we are happy to get that warranty set up for her. 

You can read up on our limited warranty here:

https://www.otterbox.com/en-us/warranty-full.html

We look forward to any updated details you may have on your issue so we can look into how we might further assist you.

Please let us know if you have any questions.

Best,

Sarah


9/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased Otterbox's Defender Case for a new **** *** * to protect my investment. After 1 month of properly cleaning and using the Otterbox case I discovered an area by the device's touch ID that looked worn like the coating was damaged. Upon a customer service call, email and follow up call, Otterbox Customer Service Rep N******* and Otterbox's Engineers identified that the oleophobic coating was damaged on the device due to the membrane reacting to it. The use of otterbox's product has caused permanent damage to my $500+ device and Otterbox is unable or unwilling to compensate or repair the damage caused by their product. Unfortunately the only other options are to receive a replacement device, or to find my receipt (which will be difficult since I have had two credit cards reissue with new numbers since purchasing the device from Target). Because of this I am out the cost of the device, and the cost it will take to repair my damaged screen. This damage and the treatment is unfair since I have dillegently purchased otterbox products in the past, it seems like this is a wider spread issue. ********************************************************************************************* ******************************************* ********************************************

Desired Settlement: I would like Otterbox to facilitate the repair or replacement of my damaged **** screen due to their product's TouchID membrane causing permanent damage to the oleophobic coating. This damage as well as the reaction was confirmed by customer service, and I expect Otterbox to stand by their product.

Business Response: Dear ***********,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to help out with devices. We also stress that oleophobic coating is a feature that may be affected by a number of factors (such as solvents or elements overall). We appreciate your sending us those links, but bear in mind that there is much biased information that one may find out there, and we urge you do broader research into lipophobicity and oleophobic coatings to get a balanced overview of this feature. At any rate, we recognize this issue to be cosmetic only, and not an issue that compromises the functionality of the device. 

It is unfortunate you are not able to get the Target receipt. Finance requires this for case refunds. If you do chance to find it, we are happy to do that refund on your case. Short of that, while we are seeing this was not something of interest to you, we are happy to get you any case you like (aside from a battery case). We have everything we need to send that to you. 


Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

I would like to take advantage of otterbox's offer of a new alternate case that matches the retail cost of my old defender case.

The Case I would like in return for the damage on my **** *** * is the following;

AGILITY PORTFOLIO + SHELL - ***** **** *** *
SKU: ********

Regards,

*********** *****

Business Response: Dear ***********,

Thanks for reaching out to us and sorry for any delays.

I have placed that order for you and it should be on its way to you: ********** is the order number and the tracking number is  ********************. It looks like you will be getting it in your mailbox tomorrow.

Please let us know if you have any questions.

Best,

Sarah

9/25/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a lifeproof FRE case that they allege is shockproof and protects the phone however a 2.5-3 door drop from my pocket to the floor cracked the screen of my ****** *, the customer service rep I spoke with said that they would only replace the case which is not damaged by the drop.

Desired Settlement: Removal of false advertisement and compensation or repair for my phone due to their false advertisements.

Business Response: Dear ******,

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 BBB 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.html

We 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 signature
3) 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 date

Once 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

Consumer Response: Complaint: ********

I am rejecting this response because: the case is labeled as shock proof

Regards,

****** ******

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

While the case does say shock proof, that is in no way a guarantee you will never experience damage to your device. We do extensive testing on our cases, but we have no way of tracing what happened or if the case was properly installed at all times. Further, as stated before, the warranty does not extend to the device itself.

As an analogy: you may buy a freezer. The freezer manufacturer may advertise that the freezers keep food cold. A customer may experience their food thawing in that freezer. That does not mean the freezer company is falsely advertising their product, as there are too many factors in how that failure may have occurred. It also does not mean the freezer company is obliged to refund the customer for the spoiled food in the freezer. Manufacturer warranties are only for the product the manufacturer made. 

We stand by our offer to refund you for the case.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because: the case is fine, the phone is not

Regards,

****** ******

9/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise that their cases protect phones and prevents glass shatter. My screen on my phone shattered while using their product. It wasn't even a high impact situation.

Desired Settlement: I paid over $90 for this case at sprint. My phone has been in it since I purchased it. My phone was dropped maybe five inches onto my dresser on its back when I got home from work and it shattered my screen. Their product didn't do as advertised and I want a full refund for the product and they can have it back!

Business Response: Dear ****,

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 signature
3) 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 date

Please let us know if you have any questions.

Best,

Sarah

9/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof Nuud case for my *******. I later discovered that when using the case with the included headphone adaptor, the volume and fast forward/rewind controls on the **** EarPods do not function. When I contacted the company they told me I could not receive a refund because the purchase was made more than 30 days ago. Their website states "The custom design leaves all of iPhone's features fully functional, from Touch ID to volume control." This is false advertising, as the phone is not fully functional when using the EarPods that are included with the phone while using their case.

Desired Settlement: I simply wish to be refunded for the purchase of the case and the belt clip attachment because the belt clip is attached to the case with an adhesive and I don't think it is removable

Business Response: Dear ****, 

Thanks for reaching out to us and sorry for any delays.

We have looked into your issue further and determined that as long as you are using authentic  EarPods that came with your *****, along with your LifeProof case, the volume controls should still work, as long as this is for general use. We do see we sent you the GUHA and not the swim adapter, which does not have the same functionalities. We are happy to send you two or three of these GUHAs (*******) so you can test your issue further. We do ask you absolutely assure these are installed correctly and that you have absolutely verified you are using authentic Apple EarPods, as we cannot assure the compatibility of our product with third party products. We are too far outside of purchase (half a year) to process a refund, and are unclear why we were not alerted earlier to the issue. We can sometimes offer a little wiggle room on a return (a week or two) but we cannot make an exception at the half year mark.

Please let us know if you would like us to send you those GUHAs and if you have any further questions.

Best,

Sarah

Consumer Response: Better Business Bureau:
I would like to add that I have not had the product for 6 months... I pre ordered it in February. I did not receive it until the end of May...
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

********

Business Response: Dear ****,

Thanks for getting in touch with us and sorry for any delays.

We did send the exact item(s) promised. To quote:

"We are happy to send you two or three of these GUHAs (********) so you can test your issue further." 

"Please let us know if you would like us to send you those GUHAs and if you have any further questions."

We mentioned the swim adapter as a matter of comparison: the swim adapters that we have had do not accommodate for the volume controls. It is not available for this device, and would not resolve the issue if it was.

Please let us know if you have any questions.

Best,

Sarah




Consumer Response: Complaint: *******

I am rejecting this response because:they sent me adapters for a *************... They do not even fit in an ******** life proof case

Regards,

*********

Business Response: Dear Alex,

Thanks for reaching out to us and sorry for any delays.

The order we sent was *******, with three (3) @ *******, GUHA for ******.

The order in the photo is 0017356843 and looks like it was meant for another customer. We are sorry about the mis-shipment. 

I placed another order for you for those three GUHAS for the iPhone 6/6 Plus. The order number is 0017437721.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
i am sick of getting the run around. I just noticed that Sarah admitted that the swim adapters they have do not accommodate the volume controls.... So even if they do ship me the "correct" ones, they are still not going to work. One person tells me the volume controls should work with the Apple EarPods, the next person tells me the volume controls don't work....
Just stop the nonsense and give me a refund based on the fact that the product was falsely advertised....

Regards,

*********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any misunderstanding.

We are not sending the swim adapters. The explanation that these do not have volume controls was meant hypothetically, in case there was any confusion about our products overall. We do not have swim adapters for the ***** or ****. The ones we are sending are the standard GUHAs. These should work with volume controls. 

We are unable to offer a refund on this item. Please do accept our apology that you received the wrong package. I did overnight the package. 

Please let us know if you have any questions. 

Best,

Sarah

Consumer Response: Complaint: *******

I am rejecting this response because:
the entire case including the standard adaptor has been replaced once, then you sent me another adaptor... Now I have three of them. The volume controls on the EarPods do not work with any of the combinations of the above listed items.... Sending me three more adapters is nothing but a waste of time

Regards,

******

Consumer Response: No, none of the adapters that were sent to me allow the volume controls on the ***** EarPods to function.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

I am going to set up RMAs for you for both these orders. Please bear in mind that there is a $5 freight charge per package. You will be sent an email for each label to get that back to us. Each is under the email of the original order. Please include any and all warranty items you have received that you still have in those packages. Please make sure both labels are used and packages are separate. You may bring these to FedEx or USPS once you have attached those labels. The process takes at least 3 1/2 - 4 weeks. 

Please understand that the later order is within a somewhat standard exception for returning a package, the older item is very far outside of what we normally make exceptions for and would need to be considered a very unusual one-time exception.

Please let us know if you have any questions.

Best,

Sarah


9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof states their fre case for an ***** is submersible to 6.6 feet of water for one hour. When I purchased my phone on 12/13/14 I was talked into buying this $80.00 case. When ***** with ***** put the case on my phone in December the case has never been taken off until Saturday, September 12, 2015. I've never had my phone in or around water until the 12th. My phone was in my hand in an inch of water for a couple seconds, literally. The case failed and water entered the case and ruined my phone. The water entered the case through the small one inch clear square on the back of the case. I reached out to Lifeproof, incident #********, Saturday evening, requesting them to pay my $200 deductible to replace my phone because I was not at fault for this defective case. Alexes with Lifeproof advised: I’m very sorry to hear that your device is damaged! This is not a normal occurrence for phones protected by LifeProof, unfortunately we cannot replace any damages to your phone but we did place an order for the replacement of your case. Please feel free to reply to this email with your decision. Thanks! I did respond to this email and I still have not received a response. I understand Lifeproof not wanting to pay for the replacement of my phone if the case was damaged due to something I did, but I did not cause this case to fail, I did not manufacture this case. Lifeproof did and they state their cases are submersible up to 6.6 feet of water. They need to stand behind their product if they are going to state this. This was not my fault. I sent them a picture like they requested. I explained I do not want another case, I will never use their products again especially since they are not standing behind their product.

Desired Settlement: I expect Lifeproof to pay the $200 deductible so I can replace my phone.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with devices. It does explain this in an insert that comes with each LifeProof case. Here is a link to our limited warranty:

https://www.lifeproof.com/en-us/warranty-full.html

That same insert does explain a water test should be administered before use. It sounds like the case was installed by Sprint, and we are not clear if this water test was done. We would have encouraged any customer to do the water test before the case and phone went into water. This also needs to be done periodically, in case of slight rips and cracks that might occur on the case. There could also be errors with making sure plugs are fully closed. 

It does look like we did send you a replacement on your case. Please do let us know if you have any difficulty receiving that.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:  I did not damage the case, it was not my fault.

Regards,

*******

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Here is a copy of the email I sent their CEO: Gary, I am writing to tell you of two disappointing experiences with your company today. I have posted this on your facebook page as well. My daughter’s ****** ** screen cracked this morning, while fully encased in a Lifeproof case, after falling 2-3 feet onto our wood kitchen floor. Your product’s packaging has clear claims/guarantees that the product protects against such damage. I have enclosed a picture of her phone and two pictures of the claims on your packaging. My daughter, *******, was incredulous that her phone cracked while enclosed in your case. I called your call center and spoke with Rashay and her manager, Jim. Jim would not give me his last name or any identification number, nor would he escalate the call any further, stating that nobody above him talks to customers. I am a VP of customer care for a service provider and I talk with customers from time to time, so I had a hard time believing Jim. Rashay offered to send me a refund check for the $80 price of the case, but after consulting with Jim, she withdrew that offer unless I could provide the original store receipt. We bought the case at **** *** (I think) in 2013 and do not have the original receipt. However, the original case became defective and Lifeproof replaced it with one that came directly from your company. I have the box, with the price stamped on it and several identifying stickers/numbers. The case that failed to protect *******’s phone did not come from **** ***. It came directly from Lifeproof. So at this point, we have one defective case and one that did not live up to the claims printed on the box, which state “survives drops up to 6.6 feet” and “withstands unexpected drops and shocks.” I asked Jim to use flexibility and make a common sense decision, but he said Finance would not approve a refund check without a receipt. I am now appealing to your common sense and customer focus to make this situation right. I look forward to your response. ***** ****** ************ ***************************

Desired Settlement: I would like a refund for the price of the product, not a replacement product. I will have to pay to replace the screen of this phone. If the product did what it's packaging claimed, the phone would not be broken. I could ask for a new phone, but I am simply asking for the price of the product to be refunded to me.

Business Response: Dear *****, 

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with devices. This is stated in an insert that comes with each LifeProof case. You may also find this information on our website:

https://www.lifeproof.com/en-us/warranty-full.html

There is no case out there that 100% assures you will never have damage to your device. With any case, there may be an unusual string of events that lead to a case not providing optimal protection.

So you know, we are not able to transfer customers higher than our company managers here. We are being absolutely truthful when we state this. 

We do need an itemized receipt showing the purchase of the case within a year for third party refunds. That said, we are absolutely happy to get you into any case you like, save our battery cases, as long as you can show us a picture of the case and the damaged device.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

If Lifeproof's position is that their case cannot be guaranteed to protect devices, they should not make such claims on their packaging as:
> Survives dops from up to 6.6 feet
> Withstands unexpected drops and shocks
> Full screen protection and functionality

These are false and misleading claims. An offer of a new case is worthless, as the current case did not protect the device. I think a refund request is very reasonable. I have a damaged phone. I did not request that they provide me a new phone, just the cost of their substandard product. Why would I want another substandard product?

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

I have looked into it and I should be able to make a very rare, one-time exception to get you a check refund on your case outside of a year.

This is what we need:

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 signature
3) Purchase Receipt or invoice:
• Purchase date (normally needs to be within the last 12 months but we should be able to work with 2-3 years ago)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

I am happy to send an email to you from your original incident, if you accept this offer, so you can get us those photos. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

This response looks very promising until I reach the very bottom, then they are not saying anything different than what they have already told me. I can provide all of the information that they request except the receipt/invoice from the original purchase. The call center and facebook teams offered me a refund check if I could provide the receipt. I have stated repeatedly that I cannot provide a receipt from the original 2013 purchase at **** ***. The case originated from Lifeproof, and the replacement case we received in 2014 came directly from Lifeproof in the mail. If they will accept all of the requested information, other than the receipt, then we have a deal. Otherwise, we have not advanced this discussion at all.

Please provide my email address: *****.******@************** to the respondent from Lifeproof, per her request, so she can contact me and provide me with an email to send her the request information. I will send all of that, but need to clarify whether or not they will drop the demand for the **** *** receipt.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Our finance department does require that receipt to refund your case. We do know some time has passed, but bear in mind, we are making a very rare exception to get you this refund as you are technically outside of warranty and outside of the one year since purchase of the case. Please bear in mind that not everyone qualifies for a third party refund. We are working hard to make an exception where we can. 

I did call the **** *** in your area, and they said that you are absolutely welcome to go by the store with the credit card you used then or with the phone number the order would have been under to see if they can pull that up again. 

That said, we are still happy to get you a replacement on your case, and even get you up to two cases if that helps. The only exception would be our battery cases. We just need that requested information, less the receipt. 

Please let us know if you have any questions. 

Best,

Sarah

Consumer Response:

***** ******* ***** ***************************** *** ************************ ************************ ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* ********* 

I remain unsatisfied with the business’s response.
***** ******

9/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $60 OtterBox because they advertise as "Otterbox certified drop protection". I am 5'3" and had my ****** * in my hand with my otterbox on it. my hand was at my side, which means it was not even the whole 5 feet in the air when I dropped it and the whole front of my phone shattered. I had just bought the otterbox case and put it on my phone 2 months ago. When I called the company, I was told that the warranty only covers the cost of the case if the case is damaged. If the company is going to advertise as certified drop protection, then the company should stand by that even though your product did not protect my phone when dropped.

Desired Settlement: Otterbox customer service said that as long as I provided the neccessary information they would refund me the cost of my otterbox case. However, Lifeproof cases stand by their product and will pay for the damages of the phone to be repaired or will send them a replacement phone. If Otterbox is going to continue to advertise their product as they are then they should stand by their product and fix ones phone when their product does not work.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with devices.

To clarify one concern: our sister company, LifeProof, has the exact same policy. You may be thinking of LifeProof's Total Water Protection Plan, which is a plan that LifeProof customers may register for, when purchasing the case from Verizon, that covers specific water damage to the device. Other than that, neither brands cover damage to the device.

We cannot warranty something we have not manufactured and the case does not act as an insurance policy on the device. We do not state anything to the contrary on any of our packages or marketing materials. You may read more about our limited warranty here:

https://www.otterbox.com/en-us/warranty-full.html

We are still happy to get you a refund on your case, as it looks like we have already offered. We just need those requested photos.

Please let us know if you have any questions.

Best,

Sarah


9/14/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an **** 4 and I have the otterbox the defense case to protect it from everything. I purchased it at ******* ******** and a week later it was falling apart. I took it back to the store and advised them of my issue. I contacted otterbox and let them know my problem. They kept telling me to do the online process, I am furious bc all I want is an replacement I shouldn't have to do all of that just to get my replacement its too much and I am tried I wish that I never would have purchased the case.

Desired Settlement: All I want is my defender case replaced including my clip and I don't want no black because mines is not black it teal and white.

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

We are not finding a recent warranty claim for you. We are seeing one from about a year ago for a **** 3 case and an i***** ** case that was never completed. It sounds like you have a new device and a new case.

We do need to gather some fresh information to get you that case. The information we need the following:

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 

We also need your contact information verified so we can set up an incident. I am happy to send this photo request to you from the incident once we have one set up for you. 

Once we get this information, we are happy to set up an incident for you and send out that case.

Please let us know if you have any questions.

Best,

Sarah

9/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof advertises in bold letters that their case protects phones from drops less than 2 meters ( 6'6"). I purchased a case with my daughter last Friday, at a **** *** ** ****** ****** ********. The **** *** mobile services employee installed and tested the case. Over the weekend her phone was knocked off the kitchen counter and the screen shattered. Lifeproof refuses to pay for the repair of the damaged screen. Why offer and promote a product specific to protecting a device when the failure of that product allows damage to occur.

Desired Settlement: Lifeproof should pay for the replacement of the damaged screen and replace the case that was defective.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

Per our limited warranty, we are unable to assist with devices. Please note that each LifeProof case has an insert that states this. Additionally, most of our packages have a link on the bottom to the place on our website that explains this limited warranty. 

Here is that link:
https://www.lifeproof.com/en-us/warranty-full.html

There is no case out there that 100% assures you will never have damage to your device. The case is meant to give you extra, added protection, but there are certain falls at certain angles that still may result in a damaged device.

We are still happy to get you a refund on your case. What we need is the following:
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 signature
3) 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 date


Please let us know if you have any questions.

Best,

Sarah

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Phone was in a LifeProof Case when someone bumped into me while running to catch public transit onto the concrete and shattered. Clearly not my fault. So, I called ******** sent pic they want me to pay $175 via insurance claim. Why would I pay $175 to replace a phone to then turn around and pay $800+ to own it? simply because the device is poor quality. I call LifeProof Case and they say they can send me a new case. But it seems no one wants to take responsibility for a shattered phone even though it was in a LifeProof Case and Insured. I'm sorry I feel robbed three times in the hopes that **** will bring some sense to this situation. THIS IS FROM YOUR WEBSITE and I quote:"Take your tech into the toughest environments with LifeProof waterproof ****** * cases. FR, ND and FR Power ****** * cases are waterproof (submersible to 6.6 feet), dirt proof, snow proof and drop proof (6.6-foot MIL-spec standards). Waterproof ****** * cases are tested at the factory to ensure a leak-free fit. And, they all come backed by a 1-Year Limited Warranty."

Desired Settlement: If I have to pay $175 to ******** for replacement I feel that LifeProof should definitely cover the cost not tell me that it was an unfortunate accident and sorry but we can send you a new case. No. I didn't buy the case to protect and replace a CASE I bought the CASE to protect an ******* ****. I need a new FR Power for ****** * Case and monies for replacement.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any concerns you may have.

Per our limited warranty, we cannot assist with your device. We are unable to warranty something we have not manufactured, and the case is not an insurance policy on the device. You can read the text of our limited warranty here:

http://www.lifeproof.com/en/policies-and-warranties

Please see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We extensively test our products, but there is no case out there that can assure you will never have damage to your device, especially with a hard and sudden fall like the one it sounds the case and phone took.

It does look like we have offered a check refund on the case itself. That offer still stands. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

Thanks for your speedy response. And yes I did speak to someone before your response. Thank you. But, she said she would send an e-mail with instructions to get check and I have not received. Please send info to receive check ASAP to *****@***************.  I can be reached at ************. Thanks you. I have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as I receive the check.

Regards,

***** ********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

This is what we need for a check refund on your case:

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 signature
3) 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 date

We did send a link from your incident: I am happy to send that again. Please let us know if you prefer the email in this complaint, as the one we have is different and may be incorrect. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: I promise I have not received anything requesting anything. My e-mail address is *****@***************. Please provide an e-mail I can send items requested to.   The phone is currently still in the case and shattered. It is being held together by the film over shattered glass and two pieces of tape I applied right after the incident. If I even attempt to move the phone it will cause personal injury to me by the glass pieces injury me. But here are all other things requested.

Standard Warranty Case Photo:
•Your entire case, including parts that are not damaged  CAN NOT PROVIDE (POSSIBLE PERSONAL INJURY)
•Any design or pattern on your case, such as camouflage N/A
•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 signature
3)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 date

AND you can verify all everything is true and mine from my ******* account when I posted the picture and initially contacted you all (@************) Check ******* for all verification.


Complaint: ********

I am rejecting this response because:

Regards,

***** ********

Business Response: Dear *****,

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

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

***** ********

Look I don't know what this hustle is about but i'm tired of being hustled FRESH PHOTOS WHAT? My store was broken into I DON'T  have time for this mess. The only thing you don't have is the serial#  I sent pix via ******* (************) is my username get them there. I also sent more via e-mail get those too. Nothing has changed. I want you to stop playing these see saw games with me so the BBB can cancel this case. And I am not sending anything anywhere else but through this platform because let you all tell it you haven't received it. I have done all that was asked of me on multiple occasions. At this point it's ridiculous and I promise if I don't get my check to replace this phone by next week Friday I am going to post my entire account on my blog (http://***************/blog) and blast for the next 60 days on social media. I'm tired and this harrassment is enough (SERIAL # ***************) THERE IS ABSOLUTLEY NOTHING THAT YOU REQUESTED THAT I HAVEN'T PROVIDED. STOP WASTING MY TIME!!!

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any frustration this has caused. 

We do see that same broken device photo in a number of places. I did check ******* as well. The issue we have been running into is that we need specific information in a specific format to process refund checks. The serial that you provided did not validate, though thanks for getting that to us. We are not trying to give you the run-around. The process for refunding cases is very exact and often takes a few turn-arounds to get the correct information. Additionally, though we can tell you are eager to get that check, it is logistically impossible to get a check in anyone's hands faster than 3-4 weeks, so please understand that your demand to get the check next week is very unreasonable under any circumstance. We understand you are free to post whatever you like on social media, but bear in mind we are truly trying to get the information we need to get you that check and are absolutely not trying to find ways to deny it. Our finance department needs to have all the i's dotted and t's crossed in case of an IRS audit. This is one of those things we need to keep in good order. 

I am working with what you provided by calling the ******** store at **** ** **** **** *** * ********** ** *********** ***** *** *******4.

They did verify that this is an authentic receipt. 

That said, the receipt you provided is not a purchase receipt but an exchange receipt. We can see you spent $99.99 on the original case, but we actually need the receipt from 6/8 in order to process that check. 

The manager at the ******** store has printed out that original receipt and is keeping it in the office for you to pick up. Once you get that, if you could take a photo of the receipt, signed and dated, and upload it to the original incident, we will be able to process that check.

Please let us know if you have any questions. 

Best,

Sarah

9/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I currently have a ******* ****** ** edge through the ******* edge program. I purchased an otterbox from my local ******* store for the phone before the phone even arrived via *****. The phone has been in the otterbox since the second I opened the box. The otterbox for the phone is completely worthless. One piece of thin hard plastic, no screen protector, and the piece really only protects the back of the phone and doesn't extend out faround enough in the front to protect the most vulnerable part of the phone, the screen. The first time I dropped my phone from maybe knee height onto a wooden floor my screen cracked. After only having the phone for 2 months! As I will be paying for a phone for 2 years, over $600 and phones aren't cheap there should have been a better case made for this phone. I have dropped a phone off of a roof with a defender case on a droid razr m and it did not damage at all, yet a 4 foot drop onto wood cracks the screen of my brand new phone? I am highly upset with the quality of this case and I have used otterbox for every phone I've had within the last 4 years. Luckily the phone still works but I do not like having a cracked screen on a phone I haven't even had but a couple months.

Desired Settlement: Otterbox to pay repairs of my broken screen and make a better case for these phones, as they are newer phones and should have just as good of cases as the regular ****** ** defender and commuter cases, not just one piece of plastic that protects absolutely nothing.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

Per our limited warranty, we are unable to assist with damaged devices. While we do give you great extra, added protection, there is no case out there that will 100% assure you will never have damage to your device. This is explained on our website, here:
https://www.otterbox.com/en-us/warranty-full.html

We are not clear if you have contacted our warranty department yet, as we have not been able to find a recent incident under this contact information. If we have not already taken care of you through our warranty system, we are happy to go ahead and make an unusual offer for you that is rather outside our normal warranty. We are happy to get you a check refund on your case. To do this, we need the following:

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 signature
3) 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 date

Please let us know if you have any questions.

Best,

Sarah

9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Recently, I purchased an ****** * Lifeproof phone care for $79.99. After several months, the waterproof phone case began to crack and was no longer waterproof. The company was contacted via website about issue but a response was never delivered to me.

Desired Settlement: Replace the ****** * Lifeproof (white) case.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays. 

I am not finding any warranty under the contact information provided. It is possible that it fell through the cracks somehow. We are happy to get that warranty rolling again. I can begin to get it set up under the information you have provided here, or I can direct you where to go to get that set up again. The second option will likely be quicker. 

You may call us at P:888-533-0735

or you may visit us at our warranty page on our website.

https://www.lifeproof.com/en-us/warranty-claim

Please let me know if you need any additional help from me.

Also please know that we always answer warranty claims within 2-3 business days, so always feel free to call us if you have not heard from us.

Please let us know if you have any questions.

Best,

Sarah

9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In March of 2015 I purchased a Lifeproof case for my new phone, with the Total Water Protection Plan that guarantees if the case fails, they will repair or replace it. It was advertised as being drop proof, dust proof, water proof. Five months later, the first time my phone was accidentally submerged, the case failed. Water got in my case, fried my brand new phone, irrevocably damaging it. I spent FIVE MONTHS going back and forth with the company. They jerked me around, trying to tell me I was not enrolled in the TWPP. Then they gave me a replacement phone that was not the right provider. They told me they did not partner with my provider and I could either have my provider replace the electronics and void the warranty, or accept $250 for a new phone, when the cost is $480. After numerous calls and complaints I FINALLY received $400 for a replacement phone and a new case. FIVE MONTHS after the initial damage. Eight months later, just this past weekend, my phone is accidentally submerged again for the first time...and guess what? The case fails, water gets inside and fries my phone. The company tells me my warranty is up, that they cannot guarantee the phone. I am baffled and so irritated that this product has TWICE failed to live up to the product guarantee and promise as advertised. I now have to purchase a new phone. A customer service rep told me "even a short drop of 2 feet can cause a part to get out of place and make the case no longer water proof." Two phones, two cases, two failures within 12 months. This is totally unacceptable. Two other friends said they previously purchased Lifeproof cases. One said after 6 months use the case was not holding up. The other said it was causing the phone to heat up in the case and caused condensation inside the case.

Desired Settlement: Honestly, it would be nice if this company could live up to their guarantee. It would be nice if I could get my phone replaced since their product has failed not once, but twice, and failed to live up to the advertised guarantee. I am not holding my breath, but at the very least the BBB should know that based on my experiences, the product UTTERLY FAILS to meet the standards as advertised.

Business Response: Dear ******,

Thanks for getting in touch with us and sorry for any delays.

I did reach out to our TWPP Department to look further into your issue. I am not finding anything under the information provided. If you could get us your claim number, contract number, original registration number and/or the phone number you originally filed your TWPP claim under, we should be able to get some more information for you. 

Pending what we can find out from that department, we can look further into what we might be able to do to assist you. We can almost always help you out through our standard warranty system to get you a new case if TWPP coverage is no longer in place. 

Please let us know if you have any questions. 

Best,

Sarah

9/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: PURCHASED A LIFEPROOF NUUD FOR MY ****** ** ON 5/19/2015 BECAUSE IT WAS ADVERTSISED AS WATERPROOF, SHOICKPROOF, EWTC INCLIUDING A STICKER ON TEH FRONT OFTEH CASE THAT STATES DEVICE MAY BE REPLACED UNDER WARRANTY. ON 8/22/2015 DROPPED PHONE IN RAIN PUDDLE AND QUICKLY PICKED UP- PHONE NO LONGER WORKS- OBVIOULSY IT IS NOT WATERPROOF TO 6.6 FEET AS ADVERTISED AS A RAIN PUDDLE IS NOT 6 FEET DEEP. CONTACTED CUSTOMER SERVICE THEY WANT TO REPLACE TEH DEFECTIVE CASE- WHY IN TEH WORLD WOULD I WANT A REPLACEMNET FOR A DEFECTIVE CASE THAT DID NOT STAND UP TO ITS ADVERTISEMENT THE FIRST TIME? THE DEVIDE SHOUDL BE REPLACED BY LIFEPRROOF AS ETH CASE IS BEING DECEITFULLY SOLD TO CUSTOMERS AND ADVERTSIED FALSELY

Desired Settlement: I WOULD DEFEINITELY LIKE THE ***** ****** ** REPLACED AT LIFEPRROOF'S EXPENSE AS TEH PRODUCT IS BEING MISREPRESENTED AND I WOULD LIKE A REFUND OF THE CASE THAT IS BEING SOLD WITH DECEITFUL INTENT TO DEFRAUD CUSTOMERS- ANY CASE CAN BE PURCHASED FOR THE DEVICE BUT THIS COMPNAY IS ADVERTISING AND NOT BACKING UP THE ADVERTISEMNET DESPITE THIER WARRANTY!

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to assist with devices. This limited warranty is stated on an insert on each case.

LifeProof packages also generally have a link to the place on our website that explains the limited warranty. Here is that link:

http://www.lifeproof.com/en/policies-and-warranties
Please see 
LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We still may be able to get you a refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:

This is what we need:
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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date
Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
As you can see from the attached picture- this Lifeproof Nuud case that I purchased 5/19/2015 has a 1 YEAR TOTAL WATER PROTECTION PROGRAM (DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED) STICKER IS ATTACHED TO THE PACKAGE OF THE CASE.
Therefore, I expect Lifeproof Nuud to fufill the obligation of the 1 year Total Water Protection Program.  How can I expect this to be handled?
Yes, the limited warranty that was documented in the prior email is stated however the case that I purchased for this device specifically states DEVICE REPAIR OR REPLACEMNET PROGRAM.


Regards,

****** *********

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

It sounds like you do have TWPP. Not all LifeProof customers do, so knowing that helps. Thanks for that information. I checked with our TWPP department to see if you had registered with TWPP. They did see that there was a partial registration. Just a head's up: it is under ****** ********* (a name we could find in one of the photos you sent to us), not under yourself. The contract holder has a totally different first and last name from yourself or ******. If you can have that name handy that would be helpful but should not be absolutely required. Bear in mind the information that was received is very incomplete. The TWPP department told me the do have an IMEI number on file. As long as the cellular device you are doing a claim on matches that IMEI number, you should be able to file a claim with them. 

Please be ready to give them your last name and zip code as the number here is not on file with them. Once again, the first name you want to give them to pull it up is ******. We had a little bit of trouble finding it. 

You may reach our TWPP department at 877-394-6001.

Please let me know if you have any questions.

Best,

Sarah

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a otterbox defender case for ****** * ****. My phone stayed in the case since the day it was purchased, somehow i have a crack on my screen, this is ridiculous that i paid all this money for phone and case and now i have a crack on my phone. I have contacted otterbox and they act like its not their problem!

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you may be experiencing.

Per our limited warranty, we are unable to assist with any devices. This may be found on our website, here:

https://www.otterbox.com/en-us/warranty-full.html

We are not able to find your original incident. If we have not yet replaced your case, we are happy to do this. We may even be able to move you into a case for a different device if you can send us documentation of both the case and the damaged device. This is what we would need:

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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)

We are happy to look further into your issue to better assist you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because I bought the otterbox for a specific reason, to protect my device. It did not protect my device like it was advertised to do. Very disappointed and very sad because I have always used otterbox cases for every device I have ever owned. Iam really hoping something can be done because I do not think its fair I have to replace or repair a device that was damaged due to a faulty case or advertisement. 

Regards,

***** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
Bottom line I want my phone replaced! I will give u all the information you need. I can send you a receipt for the case! But replacing the case is not going to fix my phone. How do you want me to send receipt info? 
Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are definitely happy to try and refund your case. Bear in mind, while we are unable to replace the device, we are happy to get you this check to get you some cash in hand.

This is what we need:

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 signature
3) 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 date

It may help us speed this up if we can find the original incident from when you called, if any. So far we have not found this incident. Perhaps it was under someone else's name? I am happy to get an incident set up if we don't have one already, then we can send the request for pictures from there. You could probably send the information through here as well. 

Please let us know if you have any questions.

Best!

Sarah

9/10/2015 Problems with Product/Service | Complaint Details Unavailable
9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: WARNING!!!!!!!!!!!!!!!!!!!!!!!! LIFEPROOF COMPANY IS A FRAUD!!!!!!!!!! THEIR CLAIMS FOR BEING WATERPROOF ARE COMPLETELY FALSE!!!!!!!! IN OUR EXPERIENCE WE WERE BLAMED FOR THE FACT THAT THE CASE WAS NOT WATERPROOF!!! HERE'S OUR STORY: I purchased a black/clear ****** ** fre lifeproof case on Monday, July 13th at the ******* at ****** ******** ** ******* **. On Saturday, July 18th, my phone was dropped in the water for approximately 5-10 seconds. When I retrieved the phone, I noticed water in the phone case. I quickly removed the case from the phone and took the phone to the **** store. The **** store informed me that the phone was not guaranteed to work again, so we had to purchase a new phone. Our loss in a matter of 10 seconds was $640. In the meantime, ****** ******** phoned the Lifeproof company using the 1-888 number in the box. She first spoke to a customer service representative and was told that they would only replace the case and that they had no responsibility in replacing the phone. She asked to speak to a supervisor and was transferred to Cody. He repeated the customer service representative's information about not being responsible for replacing the phone and he was so terribly sorry that our phone was ruined. He could only replace the case for us, but could not return money for us for the case nor could he replace the phone or pay for the phone. ****** read to him from the box that it was waterproof, "fully submersible to 6.6 ft". He told her that they had done rigorous water testing on the case and something must have happened to it between Monday and Saturday at our home. This is false advertisement. DO NOT BUY FROM THIS COMPANY!!!!!! This phone was purchased for our teenage daughter for her safety and now it is ruined. As a side note: On Saturday, July 18th, I took back all Lifeproof cases to return for our money back and was informed that the ****** case that I purchased in May 2015 for my wife's mother's day gift was defective also. The **** sales lady showed me that the bottom left corner of the phone case had movement in it. Which means the seal was not working. Please return your products, get your money back, or do not purchase.

Desired Settlement: Our desired outcome is complete refund for phone and all three cases we own. phone: $550 (2) lifeproof fre cases and (1) lifeproof nuud case: $270

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to replace devices. There is no implicit warranties or insurance on the device that may be construed by descriptions on our packaging. Additionally, inside each LifeProof package, there is an insert that explains that we do not warranty the device. We do extensive testing our cases, but there may be a number of reasons a case may not offer optimal protection, including, but not limited to, errors in inspection of the case before entering water. 

It looks like we did offer a check refund on the case itself, but have not received that information yet. That offer stands, if you are still interested.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:the wording in the ad and guarantee on the outside of the box. The conversation of the salespeople in the stores about the product. The complaints on line from other unhappy and dissatisfied customers who have had the same problem and loss as we have. The product is not waterproof as they advertise

Regards,

******* ********

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

We do apologize if it has been an upsetting situation. I can assure you the word "guarantee" is not found anywhere on our packaging, and there is no implied guarantee, warranty or insurance coverage on your device through any element of our packaging or promotional materials. Failures of the case are almost impossible to pinpoint to the exact moment and cause: there could be a small tear that was undetected at the moment the case and phone entered the water, an error with sealing the plugs, an incorrectly done water test before installation of the case or a variety of other events that may have happened. 

In addition to the insert that comes with each case, most of our packages have a link to the location on our website that explains the limited warranty. Here is that link:

https://www.lifeproof.com/en-us/warranty-full.html

We are extremely happy to assist with a refund on your case, if you can get us the requested information.

Please let us know if we may be of further assistance.

Best,

Sarah

9/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have an ****** ** with a lifeproof case on it. I received the case in the beginning of this year from LifeProof as a replacement for one that was damaged. The first ones I purchased was maybe 4 years ago, around December. I dropped my phone from a height of about 2 feet and my screen shattered. I called lifeproof (spoke to Sheridan) and was told they do not cover the device since they did not manufacturer the phone. They offered to send me a new case (the case is not damaged). The company boasts on its website that it "protects your device" from snow, water, dirt, drops or shock. Actually shows video of people doing outdoorsie activities and having a warm fuzzy feeling that they can not worry about their phone because the case "protects" it. I cannot fathom why they are allowed to state that if that is not what they do. I purchase the LifeProof cases, because I was under the impression that I was protected.I feel duped by this company. I feel stupid.

Desired Settlement: I believe they should not claim to protect a device from the things they said a device is protected from, and not just change wording around but be honest about what the company does. At least say on the website (not hidden somewhere within) that it doesn't cover your device if something happens to it.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you have experienced.

It is correct that, per our limited warranty, we do not replace devices. This is explained in an insert that is included in each LifeProof package. Also, at the outside bottom of each LifeProof package is a link to the location on our website that explains the limited warranty. 

This is the link:
http://www.lifeproof.com/en/policies-and-warranties

That said, there is no case out there that assures that you will never suffer damage to your device. While we test our product extensively, we can't anticipate every combination of factors that a device and case may be subjected to, including a device that may have been through the stress of age and other kinds of wear and tear. 

We are happy to warranty your case. While we normally are not able to do this, we are happy to get you any case you like, aside from out battery cases, especially should you require an upgrade. Normally the warranty is just for one year, but we can definitely help you out this one time. 

This is what we need:

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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)

Please send these photos as attachments in a reply email, taking care not to change the subject line of the email.


Please also let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: the website and informational literature state "protects device from drops", "protects device from being under water up to 3 meters", and more. The device was not damaged when it fell from two feet, my screen was. I do not need a new case since that one is less than a year old and fine. (Obviously it's not fine since it did not do what it stated-"protect my device from drops of under 6 feet 6 inches"!). I think it should be stated clearly, not in fine print or among pages somewhere on your website that life proof is not "proof" but maybe "resistant" to life's adventures. 

Regards,

****** ********

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

Both the website and informational literature explicitly state that the LifeProof warranty does not include coverage of the device. This is actually in bold print in the pamphlet. Our website states the same. We do not in any place in our packaging or marketing materials state that we assure you will never have damage to your device. There is no case out there that can offer this assurance.

You are technically outside of our one-year warranty, as the original purchase was made 2-3 years ago. It sounds like the device may be older as well. There is an increased chance of natural wear and tear to a device that is on the older side, regardless of the case that it is in. We have no way of tracing every event in the life of the case and the phone, and there is no way to pinpoint the exact way the damage may have happened. 

We are very happy to warranty your case and get you any case you like (save our battery cases). Since you may be due for an upgrade on your device soon, depending on your carrier, and we are hoping you may find this offer useful.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because: I have been on your website. I have seen no such statement that you described. I am not looking for any handouts. I have purchased an upgraded phone, fixed my screen, and purchased another case. You obviously cannot give me what I am asking, which is do not say you do something when you don't. 

Please close this case. I have said all that I need to say. 

Regards,

****** ********

8/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Otterbox ***** ** case broke, I filed a warranty claim and not received an response.

Desired Settlement: I would like my Otterbox case replaced.

Business Response: Dear Mrs. *******,

Thanks for reaching out to us and sorry for any delays.

We are not seeing your claim, but, per your information, I went ahead and sent out an **** * Defender case to you. We only have black left so I am hoping that will be OK. I sent it ***** 2nd Day, so it should get to you next week. The order number is **********. You should get tracking information by Monday. 

We normally have a $2.99 shipping and handling fee but I waived it this one time. 

Please feel free to call us, moving forward, if you do not hear back from us. It looks like you claim may have just fallen through the cracks.

Please let us know if you have any questions.

Best,

Sarah

8/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a LifeProof case last October and had some malfunctions and by warranty was given a new one. Then about a week ago i dropped my phone in the LifeProof case and my screen cracked in various locations. I am upset because on their advertised box it says shock proof which also says "Drops, knocks, tumbles." When i contacted them to discuss my options they told me their definition of "shock proof" was interior shock nothing with the phones actual physical condition. I feel they should refund me for the case and pay for a replacement phone because their advertising says that my phone would be "knock, tumble, and drop" proof and that is clearly not true.

Desired Settlement: I feel they should refund me for the case and pay for a replacement phone because their advertising says that my phone would be "knock, tumble, and drop" proof and that is clearly not true.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to assist with devices. There is a pamphlet that comes with each LifeProof case that states this. The website also explains as much. Many of our packages have a link to the limited warranty text. Here is that link:
https://www.lifeproof.com/en-us/warranty-full.html

We are not seeing a current incident under this contact information. If we have not already sent a warranty item out, we are very happy to make an exception and get you any case you like under warranty (save our battery cases). What we need to do that is the following:

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 signature

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: Yes there is in fact a attachment in each box. I am stating that on your boxes you claim the cases to be "drop" proof which to you means shock proof, but you give no definition of shock on your product. Therefore you are false advertising and I will not make a claim for a new case because it's my phone that is broken not the case. 

Regards,

***** *******

8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASE A LIFE PROOF CASE WHICH IS SUPPOSE TO BE WATER PROOF UP TO 6 FEET OF WATER FOR HOURS AND MINE FELL IN THE TUB AND NO LONGER WORKS, WATER GOT IN AND THE PHONE WENT DEAD. THEY ARE SAYING IT IS ONLY WATER PROOF IF I FILLED OUT A CARD WHEN I PURCHASED THE CASE. I WAS NEVER GIVEN THIS SO CALLED CARD TO FILL OUT. IF THE PHONE IS WATER PROOF WAHT DOES THAT HAVE TO DO WITH THE CARD? THEY KEEP OFFERING ME ANOTHER CASE BUT WILL DO NOTHING ABOUT THE PHONE! I PURCHASE THE CASE ($80.00)TO PROTECT MY IPHONE FROM THIS MISHAP BECAUSE IT SAID WATER PROOF I COULD HAVE JUST AS WELL PURCHASE A $5.00 CASE IN THAT CASE. THEY KEEP TELLING ME THE PHONE IS ONLY WATER PROOF PROTECTED IS I HAD FILLED OUT THIS CARD THAT I NEVER RECEIVED. THIS IS "BULL" WATER PROOF HAS NOTHING TO DO WITH WHAT CARD I FILL OUT OR NOT, THE CASE SAYS WATER PROOF RIGHT ON THE BOX! I FEEL THEY SHOULD REPLACE MY PHONE BECAUSE THEIR BOX SAYS WATER PROOF AND IT CLEARLY WAS NOT! THEY ARE VERY RUDE AND ALL THEY DO IS REPEAT OVER AND OVER AGAIN, "WE ARE SORRY, BUT YOU DIDN'T FILL OUT THE CARD" I SPENT SEVERAL HOUR(4) ON THE PHONE WITH MANY CUSTOMER SERVICE REPS THAT JUST KEPT MAKING ME REPEAT THE SAME INFORMATION OVER AND OVER AGAIN. THEY SAID I HAD TO GO THRU ******* SO I CALLED THEM AND THEY SAID OTTER IS RESPONSIBLE BECAUSE IT SAYS WATER PROOF. I WAS TOLD FROM LIFE PROOF REP THAT MY YELLOW COLOR CASE HAS BEEN DISCONTINUED BECAUSE THERE WAS PROBLEMS WITH IT, AND WHEN I MENTIONED THAT TO ANOTHER DEPT, THEY SAID THAT REP DIDN'T KNOW WHAT THEY WERE TALKING ABOUT. THIS IS MIS LEADING WITH THE WATERPROOF RIGHT ONTHE BOX AND THEY SHOULD REPLACE MY PHONE BECAUSE THE CARD THAT I NEVER RECEIVED SHOULDN'T HAVE ANYTHING TO DO WITH THE QUALITY OF THEIR PRODUCT. THIS IS A SCAM!

Desired Settlement: THEY SHOULD REPLACE MY PHONE OR GIVE ME MONEY TO PURCHASE A NEW ONE. PLEASE HELP! THANKS ****

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

We have looked into your situation, and are happy to clarify what we meant by the card.

When customers purchase a case from a corporate ******* store (not from a ******* authorized seller), they are also given a chance to register for the Total Water Protection Program (TWPP). Customers do need to first fill out and send in this card to register for TWPP. TWPP needs to be in place to have coverage for the device. The LifeProof case itself does not warranty or insure the device. We do explain the terms of the warranty in an insert that comes with each LifeProof case. You may also see the text of the warranty here:

http://www.lifeproof.com/en/policies-and-warranties

Please see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We have already placed an order for a replacement case. While we normally are not able to also do a refund on the case, we are happy to do that under these circumstances. It looks like we did send you the information for what we need to process that.

Please let us know if you have any questions.

Best,

Sarah

8/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Lifeproof advertises waterproof case, showing all types of smart products being submerged in water and the product being safe. I had a lifeproof case on an ** for two years and never had an issue. I have had my lifeproof case on my ***** since summer began and over the weekend the phone got wet and it has not worked at all since. Believing their advertisements I filed warranty claim. I even called Monday, only to discover, even though the advertisements show it is safe to submerge your phone, they will only replaced the case for my now broken phone. I believe this demonstrates that they the are aware that their product malfunctions, but are unwilling to take responsibility for the damage it causes to the "protected" products.

Desired Settlement: I would like my phone replaced as well as the case.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any distress you may be experiencing.

Per our limited warranty, we do not assist with devices. We do apologize if there was any misunderstanding of this. We cannot warranty something we have not manufactured, and the case does not act as insurance, either implicitly or explicitly, on the case. You can read the terms or our warranty here:

http://www.lifeproof.com/en/policies-and-warranties
Please see

LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We are happy to replace your case. We may be able to offer a third party refund on the case instead of sending out a warranty: you may choose one or other of these options. We just need Item 1 for a warranty, or Items 1, 2 and 3 to do a refund. 

Item 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 
Item 2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
Item 3) 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 date

You may upload the photos here or to the original incident (12671179). 

Please let us know if you have any questions.

Best,

Sarah



8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case on July 21st, prior to my trip to the ********* ********. I own an ****** * **** and was excited about the waterproof feature. I tested the case under a faucet with the provided product testing items included in the purchase of the case. As soon as I took my phone in the pool, it fogged up & started shorting out. The case leaked & ruined my phone. Not only did it ruin my phone, but I was unable to contact my family, complete work for my oil company or take any photos of the trip I spent thousands of dollars on. I called Lifeproof & they told me they could do nothing for me except replace my case, even though it was their failed product that caused my phone to leak and ruin numerous aspects of my trip. I had to purchase a new phone from *** for 600 dollars & Lifeproof said they do not help with devices that are affected while in their case ( which makes no sense since I'm trusting their case to protect my very expensive phone). .

Desired Settlement: Not only do I want a refund for the defective case ($90.00), I want a reimbursement for the new ****** I had to purchase ($600) as well as an apology for ruining my trip. Thank you

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

It is true that, per our limited warranty, we cannot assist with devices. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. That said, we cannot warranty something we have not manufactured, and the case does not act as a warranty on the device. The terms or our warranty can be found here:

http://www.lifeproof.com/en/policies-and-warranties

Please see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We are not seeing a lot of notes as to where we left off when you contacted us, it does look like we can either offer you any case you like (aside from a battery case) or offer a third party refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:

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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date
You may send these photos either to this complaint or to the original incident. 

We may be able to skip the receipt requirement if you decide to go for the case upgrade option.

Please also let us know if you have any questions.

Best,

Sarah


8/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: New Life proof shipped Mar 6 2015. New ****** purchase bill of sale July 2015. Life proof cost over $50 dollars they claim to protect phone against water damage....and scratches etc. I dropped the phone in the water along the shore...zero impact. Case intact. Dried exterior case. only later that night when I tried to charge phone it was not working. Dampness in charing port. The case was in good working condition. I paid alot of money and it clams it will protect my phone and it did not. Life proof claims they are not responsible for damage to the contents...then why did I buy the case if it does not do as it claims.

Desired Settlement: Pay for a new phone

Business Response: Dear *****, 

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with damaged devices. It does explain this in an insert that comes in each and every LifeProof case. You can find the terms of our limited warranty on our website as well:

http://www.lifeproof.com/en/policies-and-warranties
Please see 
LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations


We do see we have sent you a replacement on your case. Please let us know if you have experienced any difficulty receiving that. 

Please let us know if you have any questions.

Best,

Sarah

8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am livid. I spent $100 to protect my **** as the box says, but it got lightly splashed and now the whole thing won't work. I'm in employee at **** and instruct 5 people a day how to properly do it. I water text per the directions and everything seems good, until a small amount of water and it ruined my ****. I usually sell 10 a week, I won't sell them again

Desired Settlement: I would like them to replace my ****, I Don't want a new case. I would also like the money back that paid for case ($100) total damages $700 for **** and case

Business Response: Dear ***,

Thanks for reaching out to us. We apologize for any distress you may have experienced.

Per our limited warranty, we are not able to assist with the device. This is explained in an insert that comes in each LifeProof package. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

We can help out with a refund on the case itself. For that we need the following:

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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date

You may send that to us here, or we can set  you up to send those items through your original incident. We do see it was under a different email address so alos let us know what email you want us to use there.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: 10758567

I am rejecting this response because someone needs to take a stand behind this.  Don't advertise something to protect a $600 piece of equipment and then have no recourse other than reimburse the price of case

Regards,

*** ******

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any continued distress.

We do appreciate the passion of your argument. That said, we do not promise anywhere on our packaging or on any other promotional materials that we 100% assure you will never experience damage to your device. There is always a chance for error with any product, no matter how well a product is designed. We are not attempting to deceive customers. Please feel free to read over our limited warranty text:

http://www.lifeproof.com/en/policies-and-warranties

see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We stand by the offer for a refund on the case.

Please let us know if you have any questions.

Best,

Sarah

8/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Lifeproof case for ******  in January which was replaced last month by the company due to a tear over the volume button. Yesterday, July 18th, my daughter had her phone in the pool with her, which is only 4 ft deep. After approximimately 10 mintues, her phone began to malfunction and the screen turned solid blue and phone turned off. There was visible water inside the case, which was further evident when I took the case off. My daughter and I called Lifeproof 2 seperate times, but we were told that they can only replace the case and are not responsible for the phone. When I challenged them with their regards to their advertisement, the gentleman on the phone said "accidents happen". We had to pay $200 yesterday to replace a cellphone which we thought it was safe to have in water based on their FALSE advertisement. By now everyone is well aware on how to properly care for a cell phone. Had it not been for their claims, we would have never had the phone anywhere near water. If Lifeproof is willing to make such hardcore advertisising statements then they should be obligated to stand be their statement and refund us the $200 that we had to pay Sprint for a replacement phone.

Desired Settlement: I ask that Lifeproof refund us $200, which is the amount we had to pay to replace the cellphone.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with devices. This is explained in an insert that comes with every LifeProof case. Our warranty is just for the case itself and not for any other product, as we cannot warranty something we have not manufactured. Additionally, the case is not an insurance policy on the device. We do test our cases extensively. That said, there are a number of reasons a device still may suffer damage, including, but not limited to, a water test not being administered correctly or plugs not being sealed before use. 

I am having trouble finding your original incident: was it perhaps under another set of contact information? We would like to see what other options may be available at this time. 

Please let us know if you have any questions.

Best,

Sarah


Consumer Response:

Complaint: ********

I am rejecting this response because Complaint: ********

I am rejecting this response because I believe Lifeproof's statement gurantee of "waterproof" is very misleading. These are some of the statement gurantees per LifeProof's website:

A: "Water Proof: LifeProof delivers the highest rating against water ingress of any case on the market. That means you can surf, swim or soak without dunking your device."

B: "We build to the tightest tolerances, and for our engineers, there’s no guessing allowed. Crafting a case to these standards takes time, planning, and of course, a device to design it for."

C: "Life doesn’t slow you down, your mobile device shouldn’t either. Whether you’re adventure inclined or accident prone – the hazards of everyday life are no match for LifeProof."

D: "Mission"; "We seek to change the way you live, work and play with your mobile electronics. LifeProof’s premium smartphone cases, tablet cases and accessories are designed to deliver complete confidence and total freedom – the freedom to live however, whenever and wherever your life takes you."

E: "Our Promise LifeProof products are sleek, elegant and beautiful. By delivering capabilities and freedoms you never thought possible, we take the worry out of living your lifestyle. We promise premium performance, superior quality, exceptional value and excellence in every dimension of your LifeProof experience."

These are very powerful statements and are designed to attract a customer to a worry free purchase. Unfortunately for me as a consumer I don't have the "freedom to live however, whenever, and wherever" my "life takes" me with regards to my phone case, because LifeProof does not stand by it's products. Therefore, I believe these statements are misleading. Although we did what we were instructed to do, the product still failed. LifeProof's statement gurantees so far have proven to be just words! If LifeProof is willing to make such gurantees, then they should fully stand by their products.

In your response you stated that perhaps the case failed because we did not perform the water test per instructions. Let me assure you that this very uncomplicated test was completed successfully. However, please explain why this very simple test is neccesary when LifeProof states: "A final word on water: we water test every case we make. If it leaks, we scrap it. We do this to give you the confidence that your phone or tablet is 100% protected." Due to high cost of deductibles and waiting periods for a new device, every safety measure was taken including water testing and ensuring that every hole was properly plugged before use near and in water.

We have purchased 2 LifeProof cases and both have been replaced by warranty few times due to tears over the side buttons. All of these cases were successfully water tested at home before use. Both of these cases have been purchased by my daughter, ****** ********.

My family and I have taken every measure to ensure our cell phones' protection. I'm not interested in a replacement case from LifeProof! I can not afford to take a chance and stand to lose another $200 if this product fails again.

I respectfully ask that LifeProof stand behind their products as they did in the past and reimburse my dauther $200 for her out of pocket cost.

Regards,

***** ********

Business Response: Dear *****,

Thanks for getting back in touch with us and sorry for any continued distress.

We do test our products extensively, but there is no case out there that can 100% assure you will never experience damage to your device. We, additionally, do not use the word "guarantee" on any of our packaging, and we do see how this word could be confusing if it was used.

A split second of oversight of a rip or tear in the case before entering the water, to use one example, is one possible scenario that may lead to a damaged device. It is impossible to retrace every second in the life of the case and the device to determine what may have happened. 

We do still want to see what other options are possible, but we do need to find your original incident. If you have an incident number or the email you gave us when you called, we should be able to find that. Some customers do qualify for a refund on the case, but we don't have enough information to see if that is a possibility in this situation.

Please let us know if you have any questions.

Best,

Sarah

8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Below is part of a review I will be posting to any and all websites I can find telling people what a scam your company is running. Lifeproof refuses to replace any devices. They will only replace a case which is useless if the phone is damaged since the case doesn’t work and isn’t waterproof. Two customer service reps told me there has never been a device guaranty or replacement policy in place. Lifeproof cases are a complete rip off. They are quick to replace the case but I’ve been through so many it hardly seems worth the hassle. And now that the case failed and my phone is ruined they basically told me to pound sand. They offer a full protection water coverage but there are so many loopholes nothing actually qualifies. I've had multiple cases for ****** **, **, and ** and all needed to be replaced for one reason or another. Until yesterday phones were never damaged but now my phone is ruined and they refuse to take responsibility.

Desired Settlement: I want the company to uphold the claim that products are waterproof and replace my damaged ****** ** since clearly the case which had only just been replaced for a warranty claim was not waterproof.

Business Response: Dear ******,

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-warranties

We 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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory in that they are hiding behind legal speak instead of taking responsibility for a faulty product. 

Regards,

****** **********

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing today to complain of the poor and lack of customer service I received from a * ****** retail store and life proof. I am an original ****** (now *******) loyal customer and I recently opened a business account through ******* on July 2, 2015 purchasing a NEW iPhone 6 and a life proof case which was installed by the manager of the location purchased from. ******* ******* (the store manager) guaranteed me that life proof is the best case and covers all protection (water, dropping, etc). On August 4, 2015 I went to a theme park, checking my phone case BEFORE I went in to make sure everything was screwed tightly and secure like the ******* manager advised me during installation. While in the theme park my phone was (only) splashed while taking pictures of my son, BRIEFLY exposing it to water. I immediately checked the phone in hopes that my case really does work and sure enough water had seeped through my "guaranteed" case SOMEHOW! I immediately called ******* from another phone and was advised that I would need to contact life proof because ******* is "not responsible" for the replacement of my phone. I was then transferred to life proof where I was advised that they can send me another case but they are also not responsible for replacing my phone, ******* is. I then left the theme park traveling over 40 minutes to the ******* location that I purchased my phone and case from before 8pm closing. The same manager (Jessica) was working, but this time she was extremely rude and short patient. ******* also advised me, that I can only go through insurance and pay an additional $175 for a USED phone. I began to get very upset because no one is taking into consideration that I am without my BUSINESS phone. ******* called her district manager and upon speaking with him and being told the same information I started to cry. The DM then said that if I don't leave the store immediately he would call the police and proceeded to hang up the phone on me. After 4 hours i still had to leave with no resolution. The next morning I reached out to Life Proof again, speaking with a manager who also advised me that he can send me a new case but can do nothing about my phone.

Desired Settlement: I feel the lack of customer service and total disregard for a loyal customer should definitely be addressed by higher management. I would also like a bill adjustment because I still had to go through insurance for another phone and the $200 will be added to my bill which I feel I should not be responsible for. ******* should not sell "life proof cases" if they are not going to guarantee replacement of damaged devices due to malfunctioning cases. Life proof should not guarantee against water damage if the case truly doesn't and in the event that a case does malfunction and ruin a $700 device they should have more sympathy towards the customer and offer other options than replacing the case.

Business Response: Dear *********.

Thanks for reaching out to us and 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 instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection, including, but not limited to, the installation not being correctly done, plugs not being properly closed or a slight rip not being detected just before getting into water. 

We have already offered you a check refund on the cost of the case. That offer stands. 

Please let us know if you have any questions.

Best,

Sarah

8/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: DON'T EVER use this product!!! It doesn't work & they don't stand behind it! A brand NEW ****** * destroyed!!!!! They claim water proof up to *.*ft deep! Leaked in 3ft of water!!!

Desired Settlement: Repair or replace my damaged phone!

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

I also want to apologize that we cannot find any incidents under this contact information. If you did contact us but it was under a different name, please let us know.

Per our limited warranty, we cannot assist with the device. We absolutely warranty the case itself, but that warranty does not extend to the device as we have not manufactured the device. Additionally, the case does not act as an insurance policy on the device. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection.

If we can set up or find a warranty claim for you, we are happy to get you a replacement on your case. If you can provide a photo of your damaged device and of the case itself, we can move you into any non-battery case you like. The photo requirements 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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)

Please let us know if you have any questions.

Best,

Sarah

8/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased an **** and Lifeproof case with school grant money. The lifeproof case was over 100$ and claimed to be waterproof. However, the product failed and permanently damaged the student ****. The website, advertisement, and product packaging clearly states that the item is waterproof. Extremely disappointing for our students!

Desired Settlement: Lifeproof to replace the **** Air, due to website, advertisement, and product packaging that clearly states that the item is waterproof.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with damaged devices. We do test our products extensively. There are still a wide variety of reasons a device may become damaged inside one of our cases, including, but not limited to: a water test not being done or not being done correctly, the plugs not being properly closed before contact with water, a case not being inspected for other slight rips or tears that may have occurred since the water test, or some other unprecedented string of events. 

Please look to our limited warranty text here:
http://www.lifeproof.com/en/policies-and-warranties

see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We do see we sent you a replacement case. Please let us know if you received that.

Also, please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: 10747928

I am rejecting this response because:

Please read your response:

(Per our limited warranty, we cannot assist with damaged devices. We do test our products extensively. There are still a wide variety of reasons a device may become damaged inside one of our cases, including, but not limited to: a water test not being done or not being done correctly, the plugs not being properly closed before contact with water, a case not being inspected for other slight rips or tears that may have occurred since the water test, or some other unprecedented string of events.)

I am looking at the new lifeproof fre package as we speak. This package clearly shows an **** in a lifeproof case being submerged in water. Also, on the front it clearly says waterproof. On the back it explains that EVERY CASE IS WATER TESTED. Your response contradicts the package details. (a water test not being done or not being done correctly). This is false advertisement.

How can the package say "every case is water tested" and in the limited warranty it contradicts this statement?  

This product is clearly misleading to costumers. I am seeking advisement of a lawyer.

Regards,

******* *******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any concerns. 

We do test our cases extensively: that said, there is no absolute assurance that the cases will work under every single possible situation, with unknown conditions, including, but not limited to, a case not being completely closed, a water test not being administered correctly, or the submersion being longer than had been advised. 

We can make an exception to get you a refund on the case itself. To do this, we need the following:
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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date
You may attach these here or get in touch with us through the original incident we placed the warranty in (ref Incident 12426797).

Please let us know if you have any questions.

Best,

Sarah

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 29, 2015, I purchased a Lifeproof nuud phone case. A few days later, I called customer service to return the case because of speaker issues. I had no problem with customer service and I received a replacement case more then a week later. My second case had an issue with the charger port, so I called again and was issued a third case. Never was the warranty in place explained to me. I have an issue because now my third case is also defective - it doesn't close properly. When I called to ask for a refund, no one would issue me one. I spoke to the floor supervisor who told me that it was a set in stone policy and she wasn't going to issue me a refund, only a new case. Im now waiting on my 4th case that I do not want. The policy is a 30 day warranty policy. I was issued the third case on July 21st, 2015.

Desired Settlement: I want the amount of $86.66 back.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We normally cannot do RMAs this far outside of the purchase, but we are happy to make a one-time exception to get you a refund if you can send as many previous cases, from purchase or warranty on this issue, that you can.

Please know if this might work for you. 

Also please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

***** *********

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Lifeproof waterproof case for our ****** *, because it advertised its waterproof ability and advertised it would protect the phone in 6 feet of water. Our phone was sprayed with water one time and the case was defective, water got in and the $700 phone was ruined. Lifeproof has indicated they will only either replace the case or refund the cost of the case ($80), leaving us to replace the phone at our own cost. We carefully researched these cases and were misled to believe they were waterproof. In speaking to customer service, they indicated the cases were "usually waterproof", that "they did their best" to make them waterproof, but sometimes these situations occur. While I understand defects can occur, the company should then be willing to accept the costs to rectify those defects, beyond simply replacing the case. If in fact our case is the exception, then Life-proof should be willing to cover the cost of the replacement phone that is less than a year old. Their product was the reason for the damage and they should provide compensation for this. In addition, their advertising claims are false and should be revised to state "water resistant" or "usually waterproof - some exceptions can occur" in order to be truthful about their product performance. Their cases are NOT waterproof. If they were, our phone would not have been ruined.

Desired Settlement: I expect to be compensated for the cost of the replacement phone. $405. I also expect their claims should be revised as described above and the claim of being waterproof should be disallowed.

Business Response: Dear *****, 

Thanks for reaching out to us and sorry for any distress you have experienced. 

We do see we have already done a credit refund for the case, reference number **********, for the total of $90.39 USD. 

Per our limited warranty, we are not able to assist with the device. While our products are tested extensively, in a variety of circumstances, there can be an unprecedented string of events that lead to a case no longer being waterproof. It is also up to the customer to assure that the case is carefully tested and inspected on a regular basis before taking the case and phone into water. 

Additionally, there is an insert in each and every case packaging that explains this limited warranty, including a statement of possible risk to the device. 

We are happy to answer any further questions you may have.

Please let us know if you do have any further questions or if you run into any difficulty receiving that refund check. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

We did still lose a $700 phone because your case failed.  As instructed, We did test the case before putting the phone inside, but when the real situation occurred, the case failed to adequately protect the phone.  Your product guarantee should not claim waterproof if it is not fully so.  Your advertising is misleading, as it should state water resistant.  We would never have taken it even near the water if we had known it might fail.  We should be able to trust the product and your response is telling me we cannot. Your company representatives have told me "you do your best" and the cases are "usually waterproof".  This is simply not good enough.  And when they fail, you should be obligated to make things right by covering the full cost.  Your company should do more than just refund the cost of the case.  You should at least cover a portion of the cost of the destroyed phone, as it was at least partly (if not all) your company's fault that it was damaged beyond repair.

The photographs we submitted clearly show the case was in excellent condition, had not been mishandled or damaged in any way prior to this incident.  As such, the failure was not caused by our lack of care.  It was simply a product defect.  I do understand that defects can occur; however, when they do, your company is responsible for compensation for the damages caused.  In our case, the cost of such damages is $500 ($90 for the case and $405 for the replacement phone.  I also request that you modify your advertising claims to eliminate the claim of being waterproof, as it clearly cannot be guaranteed to be.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We do hear how distressing this has been for you and appreciate the passion of your argument. That said, the issue is that there are so many things that may go awry in the use of the LifeProof case that it is impossible to determine how the failure may have happened. A split second of oversight that there was a slight tear in the case before entering water, a failure to re-do water tests on a regular basis, or a plug left slightly open but unnoticed are just some of the scenarios that may unfold. 

We are always happy to stand by our limited product warranty. We are unable to assist with the device, or assist any further on this particular claim.

We are happy to answer any questions you may have. 

Best,

Sarah

Consumer Response: Complaint: ********

I am not looking for any further response from the Customer Service department at this company as they have made it very clear that they won't do anything in response to my complaint.  I would like this letter to be sent to the President.  I also want the BBB to know that this company's guarantee is false and misleading and ended up costing us a $700 phone.  We had no damage to the case, as they imply there may have been.  The case had not been mishandled and, if there was a failure in the case as they suggest, it occurred because of a fault in the case performance, not because we damaged it.

Given they cannot guarantee the case to be waterproof, they should not be allowed to make claims that it is --- and should be required to make it clear to consumers that their cases are not.  We purchased this case (and paid a significant premium for it versus other cases), only because it claimed to be waterproof.  We also took it into a situation where we knew water contact was possible, because we believed the company's claims that it was protected -- in fact they claim that the phone can be placed in up to 6 feet of water, used for underwater photos etc..  Yet our phone was damaged beyond repair simply by being sprayed by some water.

I am not sure what you can do to help me.  The company clearly won't, but I would like to see this complaint on record, should anyone else experience the mess we did.  When someone searches this company, it should indicate that we are refuting their advertising, that it is false and misleading and they do not stand behind their product when it fails.

As an aside, when trying to deal with them regarding this situation, I was responded to by 6 different people, each telling me a different story; each requiring different information from me. One said I had to return the case, while the manager said a photo would suffice.  10 minutes later I received another message, saying that the photo had to meet certain requirements regarding the layout.  I resubmitted it and then 10 minutes later, received an email from yet another person, telling me to submit it in a third way.  Then a fourth email, saying yet again that I needed to send in the phone.  The fifth person said the refund was complete and would be credited to my visa (less the shipping of course, because they would not even cover that portion of the refund).  The sixth person then emailed and said that they could not credit my card because they didn't have the number and a cheque had been issued.  I had clearly indicated that I wanted it credited to my visa and would have happily given my credit card number to do so --- but noone even asked me for that.  Instead they told me they had everything they needed on file.  So here I sit, still waiting for the refund credit, which will come in a U.S. Cheque, which then costs me money to cash here in Canada.  This is just POOR service all around, and quite frankly, I am disgusted by their cavalier and dismissive response, each time apologizing, but demonstrating no accountability.

I respectfully ask that this letter be forwarded to the company President -- not just another customer service agent who will give me the standard response of "I'm sorry this happened, but we will do nothing for you, as it must have been your fault that the case failed."  I have been in Marketing for 15 years, and I would never treat my customer the way we have been.  I will certainly ensure that I share this experience broadly, so others are not duped by the false claims.  I am also now in Education and have traditionally chosen Otter boxes to protect our devices.  Given this experience, I no longer trust that the company will stand by its products, so will choose and recommend that others in our School Board not use them in the future.  I realize the company will likely not care much about this decision; however, word of mouth and consumer loyalty are valued and critical to long term business success.  I will look forward to seeing if the Company President will stand behind his product, despite his representatives' lack of accountability.  The phone had to be replaced and cost $405 to do so (receipt for replacement phone was sent to them, as per the manager's request). Lifeproof/Otter owes us that money --- and I hope the President will take ownership and do what is right.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any continued distress you may be experiencing.

We do understand that you would like us to replace your device and that you are unhappy we cannot. Please know we are wanting to let you know this as kindly as possible and certainly do not intend any disrespect. We do test our cases but we cannot be there for every situation. It is impossible to trace the exact series of events that may have led to a device suffering damage.

A good analogy would be a refrigerator: it can be extensively tested to stay cold under most any circumstance, but there may still be an odd situation where the refrigerator may fail to do its job, be it by a strange chain of events or even by user error. The refrigerator company is generally able to stand by the product, but is not able to replace the food that may spoil. This is partly due to terms of the warranty and partly due to the burden of proof: it is nearly impossible to trace exactly what happened and why. The fact of the food spoiling for one customer does not mean that the company's refrigerators do not work or that the company cannot advertise their products keep food cold. It is similar with our cases and our limited warranty. 

We have definitely processed that RMA for you, and that was an unusual exception in and of itself, as it was from a purchase from eight months ago. We generally never process refunds outside of 30 days. 

You are absolutely free to write a letter to our corporate headquarters, but we are unable to escalate this communication to an executive level. Our address is LifeProof, 209 S Meldrum, Fort Collins, CO, 80521.

Please let us know if we can be of further assistance.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:

i have never encountered a company who will refuse to forward a message of concern from one of their customers to a higher level when requested.  That, in itself speaks volumes for your company's lack of of interest in hearing about real product issues.  And if this directive came from your executives, it is unfortunate that this disinterest starts at the top.  

I, too, am not trying to be disrespectful; however, I remain firm in my belief that you sold me a defective product, with untrue claims, which in turn caused damage/cost to me of $405.  I appreciate your example of the fridge; however, in that case the value of the replacement fridge was significant, and likely was more than the value of the contents.  I would like to suugest another example. If a car's brakes fail, or seatbelt is defective and the car ends up in an accident injuring the driver, the car maker does not simply offer to replace the brakes.  If a lifejacket fails to float and someone drowns, the company does not simply offer to give them a new jacket and call it a day.  They also deal with the consequences resulting from their product's failure.  I understand that a phone loss is not the same as a human death or injury, but the premise is the same.  These products guaranteed to keep the consumer  safe and if they fail to do so, the company is then responsible. Yes, the consumer must wear the jacket properly etc., but if so, the company must step up and own its failure.  I think what your company fails to understand is that you are not simply in the phone case business.  You ARE in the phone protection business.  Consumers place their trust in you to keep their phones safe, and you let us down.  I have been researching this issue and it appears that my experience is not as "rare" as you have indicated to me, which shows you do have a product problem that needs fixing.  In my case, we followed all instructions and tests before using it, we did not mishandle or drop it (as our photos show), giving us no reason to suspect it would fail when needed.  
I continue to request a partial reimbursement of my phone cost ($405), and given you will not forward this any higher, I will do so myself.

Regards,

***** ******

8/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I recently bought an otter box paid $60.00 for it and I've had it maybe 2 months the case has stained and the white hard shell that goes around the screen of the phone is four places. it has never been dropped or anything. I contacted otter box to have them send me a replacement since it was still under warranty, they said that I had to send them pictures of the case (which I did as soon as I was asked to do) and they would get back to me. I have reached out for 4 days and still no word on when I will receive a new case. Otter box has already charged me the shipping fee, but I can no longer get them to answer my emails and tell me why its taking so long. It seems that they are trying to make me wait and then tell me that they are not going to send me a new case.

Desired Settlement: I only want them to send me a new case I paid $60 for a case and it shouldn't tear up in the first couple months!!

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are sorry that warranty took longer than expected. It does look like the issue has been resolved, however. It looks like the delay was due to needing to authenticate the case. 

Please let us know if you have any further questions or concerns on your issue.

Best,

Sarah

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The Lifeproof case is faulty and has failed several times and was replaced under the warranty. The water test has been performed several times on the device and it seemed to be intact. The device was dropped in the water for about 15 seconds and the device is now water damaged. The device is only out of warranty by 2 months. I was offered a refund by Andrew a supervisor. I then spoke with someone else and they stated they are removing and canceling the refund as I am being unreasonable. I have the offer in writing and I want the refund that I was promised.

Desired Settlement: I am being unreasonable. I have the offer in writing and I want the refund that I was promised.

Business Response: Dear ******,

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






Consumer Response: Complaint: ********

I am rejecting this response because: I was promised the refund as I didn't request the refund from the start. I was advised they were making a one time exception.  I guess this company is in the business of lying to its loyal customers and suppliers. The device/case is only 2 months if that outside of the warranty. This product has failed on numerous occasions, I was told then that a refund could not be offered as it was outside of the return policy. I am quite sure that the businesses that supply this product to your customers are completely unaware of the promises that you make and then you retract the promise. If you state you will provide somethng to someone and provide that promise in writing, what kind of person or company then turns around and retracts the offer?  I am sure this is the worst customer service or lack thereof I have ever received in my 32 years of working in the industry and my 15 years working with one of your suppliers. I wam only asking for what was promised to me in writing by your company.

Regards,

****** *****

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress this may have caused.

Since we are seeing how upsetting this has been for you, I have gone ahead and processed a request for a refund on the case. There is a slight chance the request may have trouble going through but I will definitely go to bat for you if there are any concerns. 

The reference number for this is **********, for the amount of $89.95. These refunds are issued in check form.

Please let me know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am not actually rejecting this response because:  I am not actually rejecting the resolution. However, I would like to await the outcome and see if the refund is actually processed and sent.

Regards,

****** *****

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an ****** ** protective case from Otter Box from my local ******* store. Approximately 60 days later this case cracked in the lower left corner as I attempted to remove the case to have the phone serviced. I was told by ******* that they only 14 days from purchase date for refunds and/or exchanges and that I should contact Otter Box. I followed this advice to be told that I would have to pay a fee to implement my warranty.

Desired Settlement: I would like to be refunded my purchase price or have a satisfactory replacement at no additional cost to me.

Business Response: Dear ******,

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. We are not seeing an incident for you: perhaps it was under another set of contact information?

While the warranty is officially offered for one year from the purchase date, we are happy to replace your case as long as we have
parts available, no matter how long ago you purchased it. We do have a nominal shipping and handling fee of $2.99 for processing that. 
If this has been distressing for you, we may be able to waive that on a one-time basis, but we need to find your information in our
system to get that waiver in place. 

Please let us know if you have any questions.

Best,

Sarah



Consumer Response: Better Business Bureau:

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

Regards,

****** *****


8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased and lifeproof waterproof ****** * plus case for my son ****** * plus phone. we tested the case and it did what it supposed to do so my son put it on his ****** * phone. Then on about the 13th of July he was helping his friends mom move and the phone and the phone droppedin a puddle of water and stopped working and when I called lifeproof and told them what had happen, they said they was not responsible for the phone, but I beg to differ because I had a waterproof case on it the phone should not been affected. So I feel they should have paid the $200 for the replacement phone because I paid $100 for a case that supposed to be in water proof.

Desired Settlement: I won't lifeproof to pay the $200 for the replacement phone that I had to purchase because their product did not take care of the phone.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays. 

Per our limited warranty, we are not able to help out with the device. There are a number or reasons a case may not offer maximum protection. We try to test for every possible scenario, but usually when things like this happen, there is an unprecedented string of events that lead to the phone suffering damage.

http://www.lifeproof.com/en/policies-and-warranties
see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

We do see we sent you a replacement case. We are happy to follow up with you to see that you received the case in a timely fashion.

Please let us know if you have any questions.

Best,

Sarah

8/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My life proof case was defective and my ****** was damaged due to the defective product. I called to make a claim and was within the year warranty. I did receive my new life proof case but still no phone. I keep getting the run around even after I was sent an email stating I would receive a new phone. This is going on the 4th week since my claim and still no phone. I have been told a manager would call me for the last week and a half and still no call. Per the life proof warranty, I'm due an iPhone. ******* rep chuckled when I told them my problem, Now I know why.

Desired Settlement: I want a call from a manager and an ****** mailed over night.

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

I did contact our TWPP department and they do also want to apologize for any communication error. They have been trying to reach you by phone regarding ******' claim that was initiated 7/9/2015. They tried calling 7/22/2015, 7/24/2015 and 7/26/2015 to get the process rolling. Although the coverage ended 6/30/2015, they are offering to extend that out until 8/3/2015 to get you taken care of. There was a case that you received through our regular warranty system, and that may be part of the confusion, as TWPP is a different department. There is no requirement to get that case back to us, however. The TWPP department will be sending you an email and be continuing to contact you by phone. They will be sending the email to this one provided here. 

Hope this clarifies things. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

Dear Sir or Maddam,

I appreciate you trying to call me on those 3 occasions on the dates you mentioned, but you need to check the number you have been calling.  You have been calling my cell phone that was completely incapable of receiving calls.  That being said, who can answer a phone that isn't working due to water damage from your defective product?  Lets back up a minute, I purchased my brand new ****** ** and brand new LifeProof case on 6/30/2014.  I registered my LifeProof case on 7/14/2014.  Per your written registration card, the 1 year warranty starts on the REGISTRATION day, not the purchase day.  This would mean my warranty was effective till 7/14/2015.  Since you and I know I called on 7/9/2015, I was within my warranty.  As far as my registration number having all my ex husbands information is a mystery to me.  I have called over 6 times starting 7/9/2015 until last week trying to get all of this cleared up.  Having to explain everything over and over is a frustrating event.  I have given my updated address and told the customer service rep to have a manager call me on my work cell phone 3 times.  And don't you know I didn't get one call from a manager.  I'm a home health nurse and have my work cell phone in case one of my patients have an emergency.  I would also like to add how much time it's taken me to call and explain every time I call.  My time is more valuable taking care of my patients than hassling with trying to get at least par customer service.  That being said I call ******* and made a claim on 7/28/2015.  I received my new ****** ** the very next day.  This cost me $169.00 plus not to mention the 24 days I had no phone and was still paying for cell phone service.  My monthly bill estimates $84.00.  I just want to thank you for great customer service and knowing that you stand behind your product, NOT! I hope you don't have the inconvenience of not having your cell phone for 24 days.  The least the company YOU represent should cover my incurred costs of $169.00, $84.00.  


Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

Our TWPP department has also tried emailing you, and you can certainly look to that email. We are sorry if the number on file is a number you cannot be reached at. Please be advised that we are doing everything we can to accommodate your situation. We are extending this out until 8/3/2015 so we can reach you. You can definitely clarify the time frames with them. There should not be an issue with trying to reach them at 877-394-6001. While we do hear you are a very busy person, it sounds like this may be the best plan, especially if you are worried they have a number that does not work. I never have to wait longer than five minutes to speak with them. Please have all of your contact information ready to go.

Please let us know if you have any questions.

We thank you again for your patience on the matter. 

Best,

Sarah

8/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a nuud for ****** * **** under the impression (from the packaging) that my phone would be protected from water, dirt, snow & shock (can survive a drop from 6.6 feet-on the website). My phone fell maybe 2 feet today and the phone screen cracked. I tried doing a warranty claim to be told that the protection is not for my device but for my $100 case that I purchased to protect my $800 phone. I do believe that they are operation under false advertisement and ripping people off.

Desired Settlement: I would like for my 2 month old phone to be replaced or them pay to have the screen replaced.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with any device. Each and every LifeProof case comes with an insert that explains that the warranty is only for the LifeProof product itself, and not for any other product, including devices. We cannot warranty something we have not manufactured, and the case does not act as an insurance policy on the device. There are many reasons why a device may suffer damage while inside one of our cases, and while we test our product extensively, we cannot account for every possible variable that may occur. 

We are happy to offer you a third party refund on the case itself. For that, we need the following:
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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date

While not every customer qualifies for this refund, we are happy to work with you to try to get that refund processed.

Please let us know if you have any questions.

Best,

Sarah


8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, i am very ***et at Lifeproof at the moment. After registering my device correctly a few months ago when i bought my case, i filed a claim on 7/18 because my Lifeproof case malfunctioned and let water into my ******. The same day, i received an e-mail saying my claim was approved and that i would receive shipping info shortly in another e-mail. I waited a few days and received nothing so i called in on 7/21 and they told me their process of having a phone out to me takes no longer than 5-7 business days so the latest i would have my phone would be by tomorrow 7/28 on the seventh business day. I then called the next day again because i still received nothing and they said just because i didn't get shipping tracking info, it didn't mean the phone had not been sent out and they promised i'd get it by tomorrow. They also escalated my claim up to a supervisor and said one of them would call me the same day with tracking info or more info on my claim. Now 5 days have passed and i called again today, and once again there's no tracking info. I ask to speak to a supervisor, and the supervisor Bree comes on the phone after being on a 20 minute hold, and simply tells me that Lifeproof has no ******s in stock. So that i'm out of luck and simply have to wait on until they decide to restock them. What kind of warranty service is this!?!?!? The ****** * has been out for almost a year now and are fully stocked in every store but the warranty service that claims excellence doesn't even have them in stock?? I asked the supervisor Bree how long it would take? She didn't give me an answer. I asked if it could take a few more days, or a few more weeks, and she simply said it could take more weeks. THIS IS UNACCEPTABLE! I need my phone for work and have already been phonelesss for over a week. This is an embarassment of a service and if i don't have a phone shipped out to me ASAP or something done by Lifeproof for my inconvinience, i am going to post reviews in every major blog and website, including the Better Business Bureau to warn people about this false warranty service which renders itself to be useless.

Desired Settlement: I need to have my new ****** shipped out to me ASAP! It's unacceptable that a warranty service ran out of a phone that is so popular and already a year old! Time is money and i am losing money at work every day that passes by without my phone! I want something from Lifeproof showing that they care about their customers and are sorry about the inconvenience!

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We are seeing this item was delivered on Tuesday,  07/28/2015 at 2:36 P.M.

The tracking number on that was ****************** with ***.

We have, however, made note you were disappointed by the turn-around time.

Please let us know if you have any questions.

Best,

Sarah

8/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I keep having problems with my otter box ****** * plus belt clip breaking, I have bought several belt clips and they break off in less than a month. There are thousands of people online complaining about the same issue and somehow the clips are still breaking off.

Desired Settlement: I want a replacement without having to pay anymore out of my pocket for a product that keeps breaking off

Business Response: Dear *****,

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

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an ****** * in November of 2014. On July 3, 2015 i purchased an lifeproof case for my phone. On the 4th of July, I used that cover in the water (that wasn't more then 2 inches) and my phone was damaged. After 5 hours my phone turned off and i could not use it.

Desired Settlement: I have a $200 debuctible and would like that paid by LifeProof. This case is guarntee not to damage phone and I purchased that under that understanding. Now i am phoneless and have to come out of pocket, when it was their fault i got a damaged case. I purchased this at a ******** (corporate store) and brand new. This should never have happen. All they give me is a new cover.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with the device. I am happy to link to the text of that limited warranty here:
http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

What we can do is offer a third party refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:
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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date

Please let us know if you would be interested in proceeding with this, or if you have any questions.

Best,

Sarah 




Consumer Response: Complaint: ********

I haven't decided my response because i am confused. Will all three things but done for me or i have to pick one of the options. If so ----(We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.) Those this mean that my ****** * will be replace? Will the $200 debuctible be paid by LifeProof? If i do what option 2 request?


Regards,

******* ******

Business Response: Dear *******,

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

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase 2 lifeproof cases before to use for an up comming vacation one had been warranty replace before leaving and the on sent fail the water test! The second on I opened the day before leaving and it has failed the water test. Neither one of these items delivered the services advertised. I have the original purchase receipt. I have purchase 2 other waterproof cases on vacation out of pocket. I feel I have no need for these cases since the product did not deliver the expectations that were advertised.

Desired Settlement: I would like a refund. In a busy life there is no need to contact customer service more than 3 times in a month over a faulty product.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any difficulty you have experienced. 

All LifeProof cases are under a one-year warranty. Even though it is a one-year warranty, we are happy to extend that out as long as we have the case in stock. We cannot assist with a third party refund on the case. Please note we have this well in stock to get a replacement to you. We can even expedite that order once you complete the warranty process.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

For the fact that a new product at a higher end price point should not be defective.  i purchase not one but two of these cases, one which the port stopped working and i was sent a replacement that can not with stand the water test as the second case i puchased didnt.  do you not see a problem here? three out of three defective?  what does that tell me about the quality of this so called lemon? would you personally want another one? I think not. it would be easier as a company to offer a refund! i cant say anything about the third party retailer because they dont make the product you do.  the third party retailer has no responsibility at hand! i would like a timely resolution to this. I am not saying if a more improved product cam out i wouldnt purchase it, but the issue at hand not being resolve is driving me away from the company!!

Reguards,

**** *******

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We do apologize you have had a bad experience with our products. Your experience is very unusual, and we can assure you that we extensively test our product to the highest standards. The request you have made is not something we can fulfill. We are happy to get you a replacement on your case. If need be, we can reasonably continue to assist you until the issue is resolved. We also advise that you absolutely assure you are conducting the water test correctly, and re-consult the instructions in the package. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

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,

**** *******

Business Response: Dear ****,

Thanks for letting us know of your concerns and sorry you have had a difficult experience.

We stand by offering to replace the case. You are certainly free to contact any agency you like, but we would like to remind you that we have indeed stood by our one-year warranty and that it is critical for customers to also follow through on the warranty process to help get the issue resolved. 

Best,

Sarah

8/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a ******* ****** ** I had it in the an Otter Box. My phone fell out of my pocket and hit the ground broke the inner screen of my phone. The Otter Box was supposed to have saved my phone from breakage. I called Otter Box today spoke with a Holly. She says that the case in not designed to keep phone from breaking. I asked if I bought their product out of false pretense. I could not get an answer. According to reviews and packaging of product as well as their website, it is to protect phone from breakage. If not to protect your phone they are displacing false advertisement.

Desired Settlement: I would like my ******* ****** ** replaced. As their product was to protect it and failed.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you may have experienced.

First, I want to apologize that I cannot find your incident in our system. Perhaps it was under other contact information, or perhaps we did not gather all of your information from you? I do want to try and find that so we can better assist you.

Second, we do want to let you know that it is correct that, per our limited warranty, we are not able to assist with your device. While we cannot help in that manner, we want to let you know we are happy to help out with a warranty on the case, if that has not yet been processed. This generally requires just getting a few pieces of information to us. We may even be able to move you into any single non-battery case you like, provided you can show us documentation of the damaged device, along a picture of the case itself. 

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:  Funny how big companies get away with false advertising and then tell you to go ***** yourself in a nice way!!!

Regards,

****** *********

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter purchased an OtterBox Defender for her ****** **. Within less than 12 months of gentle use, the plastic case of the product cracked and broke. Please keep in mind that this product is designed to protect the phone. It's hard to believe that a case that breaks easily would actually protect her phone as advertised. When the case broke I contacted the company and reported the defect. At that time I was informed that I would be required to pay eight dollars in order to have the product replaced. That price is excessive since the case cost only $30 new. This company used to stand behind their products and guaranteed that they would replace all defective or broken cases. However, I must assume that they were replacing too many cases and felt the need to charge their loyal customers due to the amount of money it was costing them to replace broken and defective products.

Desired Settlement: I would like the company to replace this defective product at no cost to us.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

I did find your incident and see that never did get processed. We do apologize for any disappointment there has been in that change in our warranty process. Please know that we did make a few changes in order to make processing faster, including adding a nominal shipping and handling fee. We have lowered that fee to $2.99 since you contacted us last, but since this has been a distressing experience we are happy to waive that on a one-time basis. Please contact us at 855-688-7269 and reference Incident ********. We still do need photos of the case, so you may also just upload those if you still have the upload link for the incident. I have made notes in the incident explaining all of this.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

**** *******

8/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lifeproof Fre case for an ****** * on Dec. 20, 2014 from a ******* store when I purchased a new ****** *. The box it came in advertises that it has a one year "Total Water Protection Prgeam". The box advertises "device repair or replacement program if water damaged". It also advertises that the case will protect a phone for 1 hour in 6.6 feet of water. This protection was the sole reason for the purchase. While on vacation in Hawaii on July 25,2015, my wife had the ****** * properly secured in the Lifeproof case while we were going to go kayaking. She had it tucked in her swim suit top behind a life vest when the kayak tipped over in 3 feet of water. My wife immediately stood up and we continued kayaking. The phone was in the water for less than 10 seconds in less than a foot of water. We later discovered the phone would not work. Later that day we went to the nearest Apple Store to see if they could fix it. They opened up the phone and found interior water damage and were unable to fix the phone. We tried calling Lifeproof,but since it was a weekend,customer service was closed. My wife then sent them an email describing the issue. They did email back saying that "they are unable to provide warranty assistance for your water damaged electronic device" they go on to say "it does sound as though your Lifeproof case is damaged. I would be more than happy to provide warranty assistance to your Lifeproof case" We then had to pay $317 to get out of the current ******* contract then I had to finance $649 to purchase a new phone. They continue to refuse to replace the phone saying it is not covered. I still have the original box for the case and the advertising on the box is how I described above. This is very misleading if they are not going to live up to what is advertised.

Desired Settlement: I would like a refund of the cost incurred to purchase a new phone since their product failed and they won't cover it. The total amount would be $966

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

We are realizing that you should absolutely qualify for that device replacement but simply contacted the wrong department. Not all LifeProof customers have the Total Water Protection Program (TWPP), but knowing you are a ******* customer helped us recognize your issue. Please give the TWPP department a call at 877-394-6001, and they will be happy to assist you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

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,

****** *******

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress this has caused.

We can definitely see there was some mis-communication, missing information and an unfortunate string of circumstances that led things to this point. 

We very much want to resolve your issue best as possible, and were wondering if you could get us a receipt from ******* showing the amount you paid to get that replacement phone? If we can get that from you, we do have an option you may find satisfactory.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: At this time I am rejecting the resolution only because a resolution has not been proposed, but I am working with the company on a solution. 

Regards,

****** *******

Business Response: Dear *****,
 
Thanks for reaching out to us and sorry for any delays.
 
I have discussed this matter with a small group from both the support and management teams, and we have approval to offer you a $600 gift card to help out with your concerns. To summarize how we came to this amount: we are unable to reimburse for buying out of contract. We can, however, work from your receipt showing the purchase of the new device for $649. Since TWPP generally charges a $50 deductible on the phone replacement, we would want to subtract that amount. That would bring us to $600, rounded up.
 
Please let us know if you have any questions.
 
Best.
 
Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as the gift card is a Visa gift card and not a gift card for general merchandise.

Regards,

****** *******

8/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: LifeProof claims and heavily advertises that their case is waterproof up to 6 feet. My phone was submerged for less than a minute in 2-3 feet of water, the case let in water and now my $650 phone is ruined and needs to be replaced. The only reason I got the case and the only reason I took it in the water is because of LifeProof's advertisements. Buying this product has now cost me the $100 for the case and $350 to repair my water damaged phone. I'm very disappointed in the quality of the case considering how much money the company has put in to advertising how "waterproof" this case is and I'm surprised that they can't reimburse those of us who get a defective product.

Desired Settlement: If the company is going to advertise a "waterproof" phone they should be obligated to replace/reimburse the damaged phone within the case if they case is or becomes defective from normal wear and tear. If they are not willing to do this I ask that they no longer advertise that their products are waterproof and they no longer show their product being submerged in water in any of their advertisements. I suggest using the term "water resistant" and show that light rain and splashes of small amounts of water won't penetrate the case.

Business Response: Dear *****,

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

Consumer Response: Complaint: ********

I am rejecting this response because: I do not feel this resolves this issue. I feel like the company should be responsible for their advertising. Their advertising doesn't warn that there are instances when a cases waterproof protection fails and the customer is responsible for the damage even when the company's product is at fault. It doesn't warn you that this $80 dollar case could end up costing you over $300 in a damaged phone. I bought this case for my phone because of their advertising it being waterproof up to 2 meters and that trust cost me about $320 plus and $80 case that is now useless to me. I don't want another low quality "water resistent" case from LifeProof, I don't plan on ever buying another product from LifeProof or any other brand affiliated with them or their parent company. I want the $320 I spent on a new phone plus an $80+ refund on this defective case or I'd like the company to change their advertising and not include any statements about their cases being "waterproof".

Regards,

***** ***********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

This is what we can do for you: if we can get a couple of items from you, we can do a third party refund on the case. We apologize if any information to the contrary was given, as this is an exception we can make under certain conditions. While we don't usually offer this after a replacement product has been sent, we are happy to offer this check refund as well. You will be under no obligation to return the case that was sent. 

Since we already have a picture of the case, what we need is:

1) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
2) 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 date

Bear in mind, there are a wide variety of reasons that a device may suffer damage. That said, we are happy to get you this refund on the case. 

Please let us know if you have any questions or concerns.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: you're still not addressing the damaged phone. I would expect a refund for the case at the least but I still had to pay $320 to replace my phone that was damaged because the case let water in. I was never told in any way that the phone may lose it's waterproof nature over time nor that I needed to test if it was still waterproof from time to time. I would have never guessed that within 3 months the phone would have lost it's ability to keep water out. I believe that if this company has the resources to produce the marketing material that it has then it should at least be able to produce a case who will continue to be waterproof after 3 months of normal use. The marketing is misleading and the company will not back up it's cases by replacing damaged phones and I feel that it should either change it's marketing to let consumers know that submerging their phone in water with their LifeProof case on can lead to water damage and a ruined phone or to replace phones that are ruined while a LifeProof case is properly installed.

Regards,

***** ***********

8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a LifeProof Case a month ago after reading how it will protect your phone from a 6.6 foot drop. This is untrue. I dropped my purse and my phone was in it. When it happened I did not even think to look at my phone because it was only about two feet and it was inside my purse. When I took it out to use it next I found my phone was cracked in several spots. I feel they are false advertising their product. After reading it seems a lot of people were under the same assumption as me that they would take care and stand by what their product protects and they told me there was nothing they can do for me except replace the case. Why would I want a case that does nothing to protect my phone as stated.

Desired Settlement: I would like a refund for the case and cost to repair my phone. The case was 79.99 and the repair is going to cost me 189.00. I also think they should make it clear in the advertising that this case will not protect the phone from falls as they state they will and is very clear from the number of complaints.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with the device. We do especially apologize if you and your acquaintances were under the impression there was an implied warranty on the device. This is something we explain in the packaging that comes in each and every LifeProof case: that the warranty does not cover the device. Additionally, while we test our product extensively, even under the best circumstances there can be an unusual chain of events that may lead to a device experiencing damage. 

While we are not seeing any incident under the contact information you have provided, we are happy to help you out with a replacement on the case. 

Please let us know if this is something you would like to do, and if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I would atleast like a refund on the case.  The store does not let me open the package to read warranty issues and I don't want a new case that will not protect my phone as stated in the description of the phone.  The advertisements on this phone is misleading in every way.


Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

In general, it is always advisable to read all information that comes with a product before use of that product. Most stores do have a return policy that would allow for returning an item that does not offer what may have been expected. There is no requirement for the this information to be on the outside of the package. Additionally, all of our warranty information is available on our website.

Importantly, though, per your request, we can offer a third party refund on your case. While not all customers qualify for it, if we can get all of this information, we should be able to process it:

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
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) 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 date
Bear in mind, we still are not finding the incident under your name, so we will need to verify complete contact information for you as well.

Please let us know if you have any questions.

Best,

Sarah

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: **This product is defective in that it leaked and ruined my daughter's ****** *!!! This company should replace the phone due to the lack of operation of this lame product!!! I almost put my ****** ** in this case!! I spoke with Sharon earlier this week and she says she can't replace the phone, the warranty doesn't cover that. What does this company do when they ruin someone's phone who expects this product to work??!!! We don't expect to ruin a $500 phone! Sharon offers a replacement of product, but do you really think I want a replacement??! I don't trust this product at all! I have asked for an executive to speak with, but they refuse to put me in touch with someone from the executive offices!! After our discussion, she offers a refund, only to find out that I need the receipt! Finance won't process without the receiptt!! After going through hoops and obtaining this receipt from Best Buy, I submitted claim online. Only to be sent an e-mail from Nick detailing to me that they can't refund me after 1 year! Sharon didn't say anything about term, they needed a receipt period! I even said in my notes I had already spoken with Sharon and this needs to be processed as soon as possible,

Desired Settlement: I expect a member from the executive office to call me!! I need to discuss a replacement of our ****** replacement to start! There has to be a resolution that is fair in this situation and this company needs to stand by a faulty product that ruined our ******!!!

Business Response: Dear ******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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!
*********

Consumer Response: Complaint: ********

I am rejecting this response because:

*********,

i have asked to have have someone from the executive team to contact me at once!! It is
imperative I speak directly with someone in this division. ************.
Regards,

****** **********

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you have experienced.

We did already process a third party refund on your case: reference number 0080012696, for $67.99, the original cost of the case. We actually made a very rare, one-of-a-kind exception to get you that third party refund at the two-year mark from purchase. We are generally very strict that a third party refund cannot happen outside of one year. We do hear that you want an executive to contact you, but please know we are as high up as you can go within customer service. Do know, as well, per our limited warranty, that we are not able to assist with any device. 

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

I need to speak with executive team! Your product ruined an ****** 5 and I need to
Speak with the Executive offices about this! There has to be a department higher than 
your division!! You also arent refunding the total amount my teenager paid for this defective 
product anyway and that's not satisfactory in this particular case! I don't care what the policy is
how long she had the product isn't the issue, the issue is you sold her a defective product! She needs 
to have the entire amount paid for the product as issued on the receipt and I HAVE to speak with the CEO at 
this point! I'm sure they would need to hear about a product you are selling to consumers failing and ruining 
expensive cell phones!!!

Regards,

****** **********

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought and purchased a lifeproof nude ****** ***** case in May. In June my phone was stolen and I contacted life proof to see what could be done. I informed them that I have been a customer for over two years as I also have a ****** * and ****** **, both equipped with their lifeproof cases. So when I upgraded and got new phone I continued with their products. Needless to say, even after informing them of my loyalty to the company and the fact that my $99.00 case was stolen they made little to no effort to assist unless I had the information on the case. Mind you, I told them the phone was stolen with the case on it and even offered to prove so by sending the att insurance information. This information was all but dismissed with the saying sorry for your loss but there is nothing we can do. After battling back and forth she said they could give me 5 or 10% off of the next one I buy; which as we know is $5-10.00 off. After spending over 300.00 on accessories that was very insulting and what was even worse was their disregard for their customers!!

Desired Settlement: I think they should replace the case because it was not even a month old, I've bout other cases with them, and have remained loyal to their brand. Not only that, I also bought a Body Guardz screen protector for $30.00 and when I informed them about the theft they wasted no time sending me a FREE replacement hassle free. Now this was the first purchase I ever got from them and they were so willing to assist and a company that I have done business with for over two years is so dismissive; something is definitely wrong here.

Business Response: Dear ***,

Thanks for reaching out to us and apologize for any delays. 

I believe I did find your incident: it is under ******** and a different email address, but is also in *******. 

We certainly value your loyalty. Our warranty, however, does not cover lost or stolen items, and this holds true for both long-term and new customers. Our warranty process requires physical evidence of a case. We are certainly sorry if this has been upsetting news. 

I am happy to offer you 25% off your next purchase if that helps. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution, although not the result I hoped for, will suffice.

Regards,

*** ******

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: purchased an ****** w life proof case from verizon. Case advertised to withstand water damage, will replace phone if defective. Phone damaged by water due to defective case, water leaked through bottom port. Contacted lifeproof took 5 days and numerous hours on phone to get new phone and case. Phone was not right phone, wrong color. Phone does not work properly, cannot pick up networks. Atenna on phone sent is defective. I cannot spend hours on phone with life proof, attemtped to contact today, spend 2 hours on hold and hung up on twice.

Desired Settlement: would like phone that works

Business Response: Dear *****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie


Consumer Response: Complaint: ********

I am rejecting this response because: this was already provided to the business I would like a phone call I have attempted to contact numerous times but have been put on hold for an average of 45 minutes 

Regards,

***** ****

Business Response: Dear *****

Our apologies for any distress this has caused you.

I've checked our customer data base and found 2 incidents for you. One was for a replacement, which we did send to you and in the other incident, you were issued a refund check for a damaged device.  That check was issued and mailed out on 04/10/15. You should have received it by now.

Please reply back to this email if you have any questions or if we can assist you with anything else.

Thank you,
Stephanie

Business Response: Dear *****,

Thanks for getting back to us and sorry for any delays.

We took two actions that we can see.

The first was to issue a refund for your case (0080011484 for $74.99). 
That was created between April 9th and April 10th of 2015. We are seeing 
that deposited May 4, 2015. 

We also sent a replacement case in February. If there are any other incidents, 
please let us know. We would not have sent a device (unless you also
had TWPP and processed a claim with them, most customers would be aware if this
was the situation.)

Please let us know if you have any questions.


Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: you clearly do not understand the issue I am having the phone u sent me is defective we have sent the old phone back also the phone u sent is the wrong model if this is not resolved in the next week we will be pursuing a small claim judgement 

Regards,

***** ****

7/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a life proof case and put my ****** ** into it. Life proof clearly states on packaging that it is waterproof, dirtproof, snowproof, and dropproof. I am in vacation on the beach and taking photos. My phone shut off and i took it to the shore and saw water got inside and fried my phone. My ****** ** is currently broken. I am writing you because Lifeproof only offered me compensation of a refund of a new case. A case is completely useless without a phone. Lifeproof is making false claims saying that the case makes the phone waterproof, dirtproof, etc. This is why i have a broken phone, this is not my fault. I am simply ask that Lifeproof gives me a refund of their fraudulent product and gets me a new phone in working condition. I am not happy at all with Lifeproof and they need to be exposed.

Desired Settlement: I want a refund of the amount of $351.51. This includes the poor case i was sold and the ****** that broke on the terms of Lifeproof(not so waterproof case). OR A new ****** * and new case which ever is rightfully deserved.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with the device. Our cases do give you great waterproof protection, but there are some rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

It does look like we already offered a third party refund on the case. We are still happy to do that for you once you get us the requested information.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I bought this case for waterproof protection. You failed to protect my phone with you poor product. Therefore I have a broken phone and no money to buy a new one. I do not care your policy of not replacing phones. The reason you do not do this is because of your poorly made cases failing so much. I demand compensation of $300 for a new ****** ** and a refund of your fraudulent product. I am freaky disappointed with your customer service and your failed to satisfy me on server all different occasions. My demand is small and crystal clear.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are clear what you are asking for: it is simply not something we can provide. I am happy to include a link that explains our limited warranty. There is no actual or implied warranty on the device while inside our case. 

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.

We are still very happy to process that third party refund on the case. Please let us know if that is something you would like to do and we will get that rolling.

Please let us know if you have any further questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I will clarify once again for you Lifeproof, because of the so called "waterproof" case I bought from you I have a broken phone. I  do my care if it is in your policy to not pay for phones that are broken due to your poorly made product. It is immoral and frankly a shady business practice to guarantee a phone will stay dry and when it fails you do not compensate the consumer due to your awfully made and poorly designed product. I will ask again that you provide me with a new phone that was broken on your terms or give me compensation for a new phone. I will take this as far as I need to. I am extremely angered by the way you have chose to handle the situation in which it is your fault to the fullest extent. This is not my fault what so ever, I don't understand why I would have to pay for something that is not my fault. The ball is in your court, choose how to proceed or I will for you.


Regards,

***** ******

Business Response: Dear *****,

We appreciate your passion on the issue and we are sorry for any further delays. 

There are many reasons a device may suffer damage, including, but not limited to: a water test that was not done or was done incorrectly, a case that was not entirely closed, or a slight rip in a case that was not noticed, just before the case and device entered water or some other possible defect or damage to that exact case that was unprecedented and unnoticed. 

The LifeProof case is tested for dozens upon dozens of situations but we cannot test for every combination of factors or for every string of events that may lead to a device suffering damage. Our cases require a certain amount of diligence to assure the product is in proper working order. 

As stated before, we are not able to replace your device. We still are happy to get you that third party refund.

Thanks,

Sarah



Consumer Response: Complaint: ********

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,

***** ******

7/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was sold this product stating it would keep my phone waterproof. I had it above water the whole time and only a little splashing. It got water in the charging area and now my phone will not charge. I have place my phone in rice to dry it out but to no avail as it will not charge

Desired Settlement: I want to be refunded the price of the product as well as the cost of the repair to my ******

Consumer Response: Complaint: ********

I am rejecting this response because: On your case it clearly states that it is waterproof, snow proof, sand proof etc.  The people at the store I got it at told me the phone would be covered. So you need to do some training to the stores that you sell this to or take off the statements on the front of your packaging as it is false advertising.  The store I bought it from did refund me the money on this product and on the one from the iPad that never fit the iPad.  I will be telling anyone that asks how poor this product is and will be continuing my publicity regarding information on this poor product.  I had to get a new phone because of this which you know is not a cheap endeavor.   
 

Regards,

******** ******

7/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I used my lifeproof case in the pool and in the past I have used it before and it worked but I used it again and this time water got in my phone and damaged it I can no loner use my finger print reader on my phone siri goes off at random and my screen in messed up. We contacted lifeproof and they said they would replace it, so we sent all the information needed because I got the case as a gift and didn't have a receipt and so we used the serial number which is a sticker and for the constant use of the case it wore off so they told us they could replace it until they could identify the serial number but I think they purposefully put it as a sticker on the side of the case so it wears off and they don't have to deal with liability issues.its been since April and they still haven't done anything and my phone is almost not able to use.

Desired Settlement: I want lifeproof to replace my phone since there case failed to protect my phone for the water and ended up damaging it.

Business Response: Dear ******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

****** *****

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 ******* 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. 

Business Response: Dear ******,

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 ******* 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

7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: LifeProof cases are advertized to literally be the best phone on the planet and mine was a complete failure. I paid the extra money and bought the LifeProof Nuud case online to protect my newly replaced ****** **. I no longer have insurance on the phone and bought the case to make sure no harm would become of it. The case leaked through in its first underwater experience and now my ****** is once again ruined. LifeProof informed me that they don't cover damaged devices whatsoever and offered me no assistance with the cost of the replacement. Why did I spend so much money on this "revolutionary" phone case just to have it completely fail? Why would a company that advertises such flawless capability in a phone case not step up and assist those who they have failed? I dropped my phone in less than 2 ft of water and performed their test they recommend to test the cases waterproof ability. The case passed their test but failed in real life and now I'm going to have to pay hundreds of dollars for a new phone because this company failed to meet the minimum expectations that they advertise.

Desired Settlement: I'm sure I'm not the only person that has had this issue. Please help me hold this company accountable for their product so this doesn't happen to anybody else. I seek compensation for my damaged devise as well as a functioning case, as im sure most would who buy phone cases advertised to be fully submersible in up to 6.6 ft of water.

Business Response: Dear ****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a phone case from Otterbox and it does not fit my phone, although Otterbox advertises and sells it as a case for this particular phone. Unfortunately I could not initiate my return within 30 days, and now they refuse to offer a refund or credit, despite their product not fitting my phone, which makes it useless to me. I would like a refund rather than to deal with this company and their inferior products. My order number is ********, purchase amount $19.16.

Desired Settlement: Refund for selling product that does not fit phone, despite advertising it as such.

Business Response: Dear ****, 

Thanks for reaching out to us and sorry for any delays.

I'm sorry that there was difficulty with setting up that refund. We do generally have a strict 30 day return policy. 

We don't generally do this but I went ahead and processed a credit refund to help you out. The reference number for that is **********. ****** refunds sometimes take a bit more time to process.

Please be aware of our return policy moving forward, and please make sure to test all products in an timely fashion in order to have a chance to return them. Without a lot of detail, I am guessing that you probably have the wrong case for your device.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Better Business Bureau:

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

Regards,

**** ******

7/22/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My daughters purchased a LIFEPROOF Fre case for her ****** **. The case states it is FULLY SUBMERSIBLE to 6.6 feet. It comes with a 1 year replacement program if water damaged. My daughter took it into a pool and found out the clear part that shows the ***** Logo was defective. Once home we called LIFEPROOF to file a claim on July 2, 2015 and was on hold for over 23 minutes while they tried to find out why their system would not take my credit card to pay the $50 handling charge. The end result was I was told to call back July 7th. I was not able to call back until July 9th. The attempt informed me that my claim was open by another call customer service person and I will need to call back after July 14th because it will take 48 business hours to find out who has the claim open.

Desired Settlement: I would like a new phone and case. For my time and troubles I would appreciate the $50 handling charge to be waived.

Business Response: Dear ****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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


Consumer Response:

***** **** ***** *********************** *** ***** ***** *********************** **** ***** ************************* ***** **** *** *** **** ** **** ** ******** *** *** *** *** ** 

Dear Ms. *****,  I am writing to let you know I reject their response.  I am sending photos of 2 areas that advertise a 1 year total water protection with repair or replacement if water damaged.  Also the box says it is fully submersible to 6.6 feet.  My daughter was only in a 3 foot pool.  We saw another person over the 4th of July with same case and they were taking underwater photos in a pool without a problem.  There is a defect in this case that damaged our phone beyond repair.

Please see the attached and forward to Lifeproof on my behalf.  Please advise me if you need anymore information.

**** *****

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We are not able to assist with any devices, per our limited warranty. I am happy to link to that text. This is also explained in all inserts that come with the case.

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.

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. 

We stand by our offer to do a third party refund on the case, if we are able to receive the requested information.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

***** **** ***** *********************** *** ********************** ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* ********* 

I am pleased to say we were able to settle this and get a new case and phone.  We went to our local Verizon store and they called and got us what the warranty promised.  Not sure why we could not do that as an individual.

Thank you for your time.

**** *****

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a case for my sons cell phone from this company yo protect it from getting damaged, instead the case damaged the phone by causing it to overheat, fry the battery, and crack the screen. I called the company in hopes to get assistance in getting the screen and battery replaced that was caused by their product and all they want to do is replace their product or refund product price which doesn't even cover the damage that was done

Desired Settlement: Replacement of the battery & screen their case case caused damage to

Business Response: Dear *******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

Please reply to this email or the original email sent from the Manager you spoke with earlier today with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie

Consumer Response: ***** *** ***** ********************* *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** ********* *********

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. 

*** ***** *** ********* ********* ************  ************

Business Response: Dear ***,

We do apologize for any distress this may have caused you. I have enclosed a link to our OtterBox Limited Warranty page: https://www.otterbox.com/en-us/warranty-full.html

We do not warranty devices as explained. Again, we are happy to offer you a 3rd Party Refund for the purchase price of your case.

Please let us know if you'd like to proceed with the 3rd Party Refund. If so, we will need the following:

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
•    Your handwritten name, current date, and signature

3)    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 date

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

7/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lifeproof case for my ****** * Plus because it was supposed to be waterproof. I put it through the test as directed by the instructions and was happy to find that it did not leak. I didn't take it in the water until my daughter decided she wanted to take pictures while swimming. So she took it in and it leaked and destroyed my phone. I called to find out what the company was going to do to correct this and they basically said that they would replace the case. Needless to say, I prefer to have my money refunded rather than another one of their cases. They agreed to refund my money, however, that does not help with the destroyed phone they said their product would replace. Their website says "Take the plunge! LifeProof delivers the highest rating against water ingress of any case on the market. That means you can surf, swim or soak without dunking your device. And, when it comes to everyday drenchings like wild weather, surprise spills and kitchen calamities, your electronics stay high and dry. A final word on water: we water test every case we make. If it leaks, we scrap it. We do this to give you the confidence that your phone or tablet is 100% protected. Water Proof"

Desired Settlement: I feel that since they say that the product protects your device 100%, they should have to replace my device.

Consumer Response:

***** ****** ******** *** ******* ********** ************************ ********* ***** ******* ******************* *** ********************** ***** **** *** ** **** ** **** ** ******** ********* ********* *********

My insurance will cover my phone, so if the company would reimburse me the cost of my deductible, that would be greatly appreciated!  My deductible is $199.

Thank You!

Business Response: Dear *****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature
3)    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 date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: defective product , i went into water with their " waterproof product " and it Did not work as they said , i call them and they are just responsible f to replace the product they sale but they will not cover the water damage to my phone

Desired Settlement: due to defective product i had to use the insurance on my phone , it cost me $199.00 to pay for my deductible. , i want them to pay for my deductible and i want refund for the ir product i just bought it two days ago

Business Response: Dear ******,

Thanks for reaching out to us. We apologize for any delays.

Per our limited warranty, we are not able to assist with the device, or, in turn, any device deductible. There is an insert that comes in every LifeProof package that explains this limited warranty in more detail. 

We are happy to set you up for a warranty on the case itself. So you know, we are not immediately seeing any incidents under your provided email address. Perhaps you contacted us under another set of contact information?

If you like, we can continue to help you on getting a replacement case.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:
you are selling a defective product , i did try it first and still did not work , it cost me $200 for using your useless product so iwant my money back on my deductible, at same time i will send a letter to apple because they do not need to sell defective products

Regards,

****** *****

Business Response: Dear ******, 

Thanks for getting back to us and sorry for any delays.

As stated before, per our limited warranty, we are not able to pay for any part of a device. We also cannot assist with the deductible. 

We are still looking to find any previous incident for you. As stated, we are happy to get you set up with a replacement on the case itself. Under certain circumstances, we can instead do a third party refund on the case, though we need some specific information: a photo of the case with name, date and serial number on a sheet of paper in the photo; a photo of the damaged device with the same written information; a photo of the original purchase receipt showing you purchased the case within a year ago, again with that written information. 

Please let us know which option will work for you and we can get that rolling.

Please also let us know if you have any further questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I trusted your product and it did not work , it last only 2 minutes , it is a waste of money you need to take that product out of the market , and paid for deductibles , I spend more money replacing my phone and it is so bad that you do not take responsibility 
Regards,

****** *****

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we bought a lifeproof case where it states its is waterproof also says fully submersible to 6.6ft..also it says totally sealed from dirt/dust snow and ice...so when purchasing this case we look for that, as parents knowing children no matter the age including adults we are all careless and want the best protection for our device. so my daughter drops her phone in water accidently and the phone get wet through this case..I contact them and they claim devices are not covered but will send a new case..what good is that without a phone.. They are misleading in there product and I asked for reimbursement for the phone and was told not responsible..how is this legal?/I am requesting a new phone from them to stand behind there words..

Desired Settlement: I would like my daughters device refunded or replaced this was a Christmas present to her so we are still in contract with the phone ..It was a brand new ****** **...

Business Response: Dear ********,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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

Consumer Response: Complaint: ********

I am rejecting this response because:

I have already spoken to several people at the company and they told me the same story I am rejecting this beacause it clearly states on the box submersible up to 6.6ft of water..device is now damaged which I now need to replace for misrepresenataion..I would like my device replaced!!

Regards,

******** ****

Business Response: Dear ********,

We are sorry for any distress this may have caused you. Ad previously stated, we do not warranty devices. You can find more information here about our warranty: http://www.lifeproof.com/en/policies-and-warranties

Again, we would be more than happy to offer you a 3rd Party Refund for the purchase price of your LifeProof case.

Please let us know if we can answer any other questions.

Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:

This is false advertising and I will never purchase  a product from your company and trust me when I say this will be all over social media..I want nothing in return you are complexly useless how you take advantage of your marketing techniques to the younger generation

Regards,

******** ****

7/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter purchased Lifeproof water proof case for her phone that can take pictures under water. Well my daughter put the case on and went to take pics under water of her friends and water got into the case and ruined her phone (****** *) She was not in deep water and did everything the case said to do and it did not work. I contacted Lifeproof and they say they are not responsible for the phone but they will give me my money back for the case which was $77.03. I had to send them all these pictures and they still have not responded. I keep calling and they say the same thing. When we get them. Well I sent them 3 times and they will not let me talk to anyone else.

Desired Settlement: For them to refund the $77.03 and for Lifeproof case and to pay for my daughters ****** * that was ruined. It was $700.00. I have all the receipts!!!!

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry for any delays on that refund.

We are indeed very happy to process that third party refund on the case. The delay is due to the fact that we need some more information from you. Our not receiving the information as requested will likely lead to additional delays. We so far only have a number of photos of the case, with no handwritten information. 

We need the following photos in a fairly specific format:

1) Standard Warranty Case Photo, all parts, designs or patterns (if any) visible, handwritten name, current date and signature on a sheet of paper on the photo, and the serial number(s) from inside the case also written on that sheet of paper.
2) Damaged Device Photo: We also need handwritten name and date on a sheet of paper in that photo. We are also happy to work with an invoice from your carrier showing you needed a repair/replacement, also with name and date written on a piece of paper placed in the photo.
3) Purchase Receipt or invoice: this should show the case was purchased within the last 12 months, what case was purchased, the item line/purchase cost of the case and name/address/phone number of the store, plus your handwritten name & current date

Once we get these photos, and you can submit them through here, we are happy to process that refund for the case. 

Please let us know if you have any questions.

****,

Sarah

Consumer Response:

***** ******** ******* *** ******* ********** ************************ ********* ******* ****** *********************** *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** ** ********

I reject the business' response because i have already sent in all the required photos on Tuesday June 30, 2015. 

Regards,

******* ******

Business Response: Dear *******,

Thanks for reaching out to us. We do apologize for any delays.

I am happy to offer a list of the exact images we have received. These were all sent in roughly a 12 hour span on Tuesday, June 30. We have five (5) photos of a LifeProof case on what looks like a wood table. There is no written information (printed name, signature, serial number from case) in those photos. We have three (3) photos of an ****** * on what appears to be a granite background. There is no written information (printed name, signature, serial number from case) in those photos. It is hard to see damage to the device, though we understand it may be internal. There is one (1) photo of the edge of a sheet of paper with name, date and signature on the edge of a sheet of paper that appears to be laying on top of a wooden table. This is the information that needs to be in the same shot as the case, and we also do need to see serial numbers on that sheet of paper. The serial numbers are critical for authentication of the case. The final photo we are seeing is one (1) shot of what appears to be shipping confirmation of the case. What we actually need is an itemized receipt, in clear focus, so our accountants can properly generate a check refund for the to-the-penny pre-tax amount that was spent on that case.

Once we get the correct photos we will be happy to get that third party refund on the case processed.

Please let us know if you have any questions.

****,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I have been in contact with Life proof and I sent them all documents required for refund of the case.  Waiting to hear from them. Nothing was said about the refund of the phone ($749.99) that is now not working due to there product. I have the receipt for the phone and went to my carrier which they verified that the phone has water damage. Life proof ask for a verification from the carrier but they keep talking about a refund for the case and nothing for the phone. I sent you all the documents I sent them so now I am waiting for a response. 

Regards,

******* ******

Business Response: Dear ********,

Thank you for your reply. Unfortunately we can only accept files in a JPEG or PNG format.

As been previously requested, for a 3rd Party Refund we need the following:

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
•    Your handwritten name, current date, and signature

3)    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 date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:       This is what they sent me after sending all information that they asked for.......................Dear ********,Notes from John:We apologize for any trouble or inconvenience you have experienced. Due to your threat of legal action, we will be referring your situation to our Legal Department. They will review your case and will call you if they need any additional information. If our Legal personnel determine that we should settle your claim, they will contact you directly. If you do not hear from our Legal Department, it means that they have also determined that your claim should be denied. Please do not continue to contact Customer Service on this claim.
Now they are saying I need all the photos in jpg because they cannot receive them and I received emails saying the photo of the receipt was to far away can you take a picture up closer for us and so we did. I do not know what else to do.  We did everything they asked for and I know they got it.  I have the emails. 
Sincerest Regards,John
LifeProof Customer Service
(888) 533-0735


Regards,

******* ******

Business Response: Dear *******,

Our apologies for any distress this situation has caused you. I have checked all the photos you've sent along with the receipt from **** *** and am happy to offer you the 3rd Party Refund for the purchase price of the LifeProof case.

If you do want to pursue legal action though, I would need to refer your situation to our Legal Department.  They will review your case and will call you if they need any additional information.  If our Legal personnel determine that we should settle your claim, they will contact you directly.  If you do not hear from our Legal Department, it means that they have determined that your claim should be denied. 

Please let us know how you would like to proceed.

Thank you and have a great weekend!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because I want the money back for the case and the phone ($749.99)
your product ruined. I sent you the receipt for the phone to from apple store.  If this can not be settled through BBB then I will have to take further legal action.  Especially for the distress this has caused my 16 yr old child that paid for the phone with her own money!!!

Regards,

******* ******

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a new order with a Lifeproof respresentative by the name of Tracy over the phone yesterday 7/8. She informed me that my order will be delivered via ***** 2 day delivery and it was smart post. Later in the day I received a tracking link which indicated that my order was still being processed and would perhaps ship today, 7/9 and it was not ***** smart post but just normal ***** delivery and that perhaps I wold receive order on Saturday since ***** delivers on weekends. I advised her that I was confused as to why the first customer service representative did not tell me about this and she apologized. I informed her that I need the item by Sunday and asked if she could still change shipping to overnight and I would pay the cost. She told me no that it was too late in the process and since ***** delivers on Saturdays it would be a waste of money to do so. When I checked the tracking link this morning there was no update so I called Lifeproof again. I spoke to Annamarie and she told me that ***** does not deliver on Saturday but I could call my ***** and ask them what my odds are of getting package on Saturday and she gave me the toll free number to *****. Again, I expressed my frustrations to her that I had not been given correct information by customer service. She didn't offer to do anything to assist. I called ***** and they also informed me that they do not deliver on weekends unless Lifeproof makes the request. I, at this point, am extremely flustered that I have been getting the run around. I call LifeProof back and this time speak with a Floor Manager by the name of Adam. He informs me that he cannot make any such change for Saturday delivery to my order and that he can't upgrade shipping as my package is on its way to *****. He informs me that if I had placed the order on the website that things would have moved faster. I again state to him customer service did not perform their job because Tracy who took my order yesterday could have told me this BUT she neglected to do so!! I express to him how awful this experience has been on me as a new customer and as a consumer. He had nothing to offer, nothing to say!! I am appalled at this behavior and disservice to a consumer!!

Desired Settlement: Next day air on current order, a new order with next day air shipping or some sort of discount/refund on my current order for all the hassle and misinformation provided by customer service representatives.

Business Response: Dear ******,

Our apologies for all the distress this has caused you! That is not the experience we want our customers to have.

What I would like to offer you is a 25% credit on your order.

If that is satisfactory to you, please reply back to let us know.

Thank you,
Stephanie

Consumer Response: Better Business Bureau:

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

Regards,

****** ********

7/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Otterbox case in the Consumer series. I used this case to protect my ****** *. This product was billed to protect phones against drops, bumps, and falls. Recently, my ****** dropped out of my hand and struck the ground. My ****** * was in the aforementioned case. Not only did this case crack, but it also failed to protect my phone. The screen to my phone cracked as result of this manufacturing and/or design defects of this product. The product is explicitly advertised to protect phones against the very nature of the act that broke my phone, and the product failed to live up to its standards. I contacted the company and they only agreed to replace the case, despite the product advertising to protect phones against falls.

Desired Settlement: I request that my screen be repaired or in the alternative that I be reimbursed for my costs to repair the screen.

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry for any delays.

Per our limited warranty, we cannot assist with the device. While we do extensive product testing, we cannot account for every possible chain of events that may lead to damage to a device. Additionally, while we do offer great added protection in most circumstances, there is not a case out there that 100% assures there will never be damage to a device under any condition. The case is not an insurance policy, and we cannot warranty something we have not manufactured. 

We do see we have cancelled that last warranty on your request. If you like, we are happy to get you that warranty item out again. We would not charge you for this. 

If you could let us know when and where you made the original retail purchase of the case, before the last couple of warranty claims on the case, we might be able to see if there are any further options. 

Please also let us know if you have any questions.

Best.

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

The business failed to address the issue in this matter. The case provided by Otterbox failed to deliver on its expectations. The case cracked when it fell to the ground. The crack in the case was the cause in fact of the damage to my phone. In other words, had their case not failed, my screen would not have broken. Their case caused the damage to my phone and therefore they are liable for its repair. 

Regards,

******* *********

Business Response: Dear *******,

Thanks for getting back to us and sorry for any delays.

Again, per our limited warranty, we are not able to assist with the device. We are especially sorry if there were any misunderstandings as to what our warranty covered.

You can read over the details here:

https://www.otterbox.com/en-us/warranty-full.html


We are definitely happy to help out with a replacement on the case. As mentioned before, if you could let us know when and where the case was purchased, we may be able to see if there are other options. Specifically, we can under some circumstances offer a third party refund on the case. for that we need an itemized receipt of the original purchase of the case, showing it was purchased within a year ago. We have the rest of the information we need.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

Attached please find the bill from ******* showing that I purchased the Otterbox case for $34.99. The bill accurately reflects that this case was purchased September 22, 2014, well within the product's one year warranty. Accordingly, I would request reimbursement in the amount $34.99 for my purchase of this defective case.

Regards,

******* *********

Business Response: Dear *******,

Thank you for your email and the copy of the receipt! I will submit the request for the 3rd Party Refund to our Finance Department today.

It can take up to 3 weeks for you to receive your refund check.

Please reply to this email with any additional questions or concerns.

Thank you for choosing OtterBox!

Stephanie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. However, I reserve any and all rights against Otterbox should I not receive the refund check.

Regards,

******* *********

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the life proof case for my ****** **, it is supposed to be able to withstand up to 6.6ft of water, it was not even near that and water made it's way inside because the case was defective. Now my phone is completely dead and the company has told me they can replace my case but i am on my own to replace the phone. If you are selling a case that has a defect and now the phone is dead because of it i think it is only fair to replace the phone. An email by the company suggested that we did not put the case properly but i can prove the case has a opening in the front that if we knew about it before we would of never had the phone near water and have to go through this and be without the actual phone which is even more hassle.

Desired Settlement: I would like that life proof either replaces and repairs my ****** ** white 16gb. I do not want a new case since i do not trust the company and their product.

Business Response: Dear ******,

Thanks for reaching out to us. We apologize for any delays.

Per our limited warranty, we cannot assist with the device. This limited warranty is included in an insert that comes with every LifeProof case. 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. You mention an opening in the front of the case. It is also up to each consumer to check for possible defects, as we cannot assure the waterproof feature of the case if there are pre-existing rips or tears on the case. We are not certain if you did do it, but it is critical that the waterproof test is done in all circumstances before installing the case as well. 

We do see we sent you a replacement case. Please do keep in touch with us if you have any issues with that replacement.

Please let us know if you have any questions.

Best,

Sarah




7/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: LifeProof advertises the I phone cases they sell are waterproof. They aren't. My teenager jumped into a pool, realized his phone encased in a lifeproof case-which I purchased because I have teenagers-got right out of the pool and noticed there was water inside the "waterproof" case. The phone stopped working. The product did not the phone. It did not xo what it is advertised to to. The website shows 2 sufers in front of the ocean with the caption "the waves are calling go all in with the waterproof cases for I phone...." but when I called last night I was informed the company would not assist other than to replace the case. The case clearly isn't waterproof. The case was not mistreated. It was in water for less than a minute. They said their advertisement reflected "rain". I was mislead. I purchased a product based on false advertsing. I am upset the company is fully aware their product is faulty and they continue to purposely mislead consumers.

Desired Settlement: I expect the company to stand by its advertised product. They knowingly sell products advertised to protect with full understanding they do not protect. They need to change their advertising and explain to the consumer "buyer beware"-the product isn't waterproof or frankly "lifeproof".

Business Response: Dear ******,

Thanks for contacting us. We are sorry for any delays.

Per our limited warranty, we are not able to assist with any device. The terms of the warranty are included in an insert that comes with each and every Lifeproof case. The case is not an insurance policy, and we are not able to warranty something we have not manufactured.  Our cases do give you great waterproof protection under most circumstances, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

We are able to do a warranty on your case. Some people qualify for a third party refund on the case, and we can look to see if you might. For the first, we need a standard warranty photo. For the second, we need a standard warranty photo, documentation of the damaged device, and an original purchase receipt. This would be in lieu of the warranty. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
the company advertises their product is "waterproof" and "lifeproof". clearly they are aware it is neither.  The LifeProof case we bought did not protect the phone as it was advertised. The incident was not some "some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection.".  A teenager jumped into a pool.  Their current advertisement on line shows a man being pulled behind a boat-clearly over water (getting "air") -with the caption " Independence Day".  They advertise extreme, but in their response to me they state their product will not protect a phone from a teenager jumping into a pool.
Their advertising is intentionally misleading and false.
I expect them to have to change their current and future advertising practices and to publically acknowledge the product is not "waterproof" or "lifeproof".
Regards,

****** *** ****

Business Response: Dear ******,

Thanks for getting back in touch with us. We do apologize for any delays.

We do hear your concerns. That said, we cannot assist with a damaged device. While it does sound there was not anything particularly unusual about a teenager in a pool, there could have been other mitigating circumstances such as an undetected tear in the case, an error in installation or the water test not being properly administered that led to the case not offering optimal protection, just to name a few possibilities. While we extensively test our cases, we cannot test for every possible set of events under every situation. 

As mentioned before, you may qualify for a third party refund on the case. We just need some more information from you for that, as was specified in the previous reply.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

The product did not protect the phone. The box clearly advertises "waterproof". It's not. The company knows the product is not "waterproof" even though they clearly advertise it is. They know this because they will not stand by their product.  when I called, I was informed it was "rainproof"--yet the box clearly shows the phone in the case submerged in water and high impact water activities.   The box states, very clearly, in multiple places, the product is "waterproof". It doesn't say "water resistant".
My son had his phone in his pocket (which was in a lifeproof case) when he jumped into a pool. He got out immediately when he remembered his phone. The phone had water inside the case. If the case were truly "waterproof" there wouldn't be water inside.  He opened the case and dried off the phone. Almost immediately, the phone started to "fog" up.  Then the phone stopped working. We drove right to a Best Buy (where we purchased our phone AND our Lifeproof case. We were told the phone was ruined. We then immediately called customer service for Lifeproof where we were informed they would not do anything for us, but replace the case. Why would I ever consider using a product that failed again???  We had to purchase a new iphone. I can never trust a lifeproof product again to protect the product. I'm actually surprised the company thought I would trust them again. They customer service was unhelpful. The product doesn't work.  I spent over $80 on a case that advertised "waterproof"--it's not "waterproof".   They need to stop advertising "waterproof". The advertisements show high impact-extreme sports near water. Jumping in a pool is not high impact or extreme-and the product failed.  This is false advertisement.



Regards,

****** *** ****

7/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We obtained a lifeproof case from their website on 07/01/2016 order # *********. This case passed the water test , however the phone got damaged as the case leaked. Their wesite states that their cases offer a"total water protection plan or TWPP". When I called the center about missing registration card, I was informed that they no longer offer it and only offer it if I had purchased the case from Verizon. This was not mentioned on the website. I feel that this is very deceptive. I tried to call and spoke to their customer support manager "kat" who also apologized and said their policy has changed. I would not have bought the case from them and instead bought it from Verizon if this was mentioned on their website. I would like reimbursement for my damaged * ***** *

Desired Settlement: my damaged cell phone should be covered as advertised on their website through the total water protection plan that they offer or claim to have offered

Business Response: Dear ******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

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

Consumer Response: Complaint: ********

I am rejecting this response because:
I am not disputing for the cost of your case. I am disputing that you are not standing behind your Total Water Protection Warranty. When I called your company (from where I bought your case), I was told that you had "recently " changed the policy on that and no where on your website does it indicate that change. I got the device replaced with a $200 deductible and paid $85 for the case. Please refund me $285. Thanks
Regards,

****** ******

Business Response: Dear ******,

Thank you for your response.

As previously stated, do not warranty the devices. You can find out more information regarding this here: http://www.lifeproof.com/en/policies-and-warranties.

Again, we are happy to refund you for the purchase price of the case.

Please reply to this email to let us know if you would like to proceed with the refund.

Thank you,
Stephanie


Consumer Response: Better Business Bureau:

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

Regards,

****** ******

7/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: It's said that otterbox products protect your phone. With that being said, my phone was not protected and it should've been. I mistakenly dropped my phone on laundry and my screen shattered with the product on my phone. They said they would replace it if that happens. The warranty is a lie and they have yet to email me back. I have called customer service and they don't tell me much but tell me that they can send me a new case, I just have to pay shipping. I don't want or need a new case. My case I have now is still intact. I had to go to my carrier and pay out of pocket for my phone to get replaced. It's ridiculous on how they don't email back. I just want a simple reply. That's all and my money I paid to get my phone replace because their product didn't do what they promised would do

Desired Settlement: Money for replacement phone. They had a warranty saying they would replace the phone when it breaks in their product

Business Response: Dear *******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

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
•    Your handwritten name, current date, and signature

3)    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 date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie


Consumer Response: Better Business Bureau:

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

Regards,

******* ******

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have used my lifeproof case for the ****** twice now and it has caused me to destroy 2 very expensive ******* due to water ingress. The first time I reported it to lifeproof and they did not guarantee the phone and merely sent me another case to use for my ruined phone. This last time I double checked the seal and even bought the non-nuud version in order to be more secure (has a fully enclosed protective covering), but water still leaked in and ruined my ******. I feel I have to create a complaint because I do not want another case I want them to stand by their product which claims it is waterproof when it is in fact not. And the failure of such a product is not a 100 dollar case but a 700 dollar ******.

Desired Settlement: i would at the very least like a full refund to my credit card for the case because I have already had to spend the full amount to replace 2 *******

Business Response: Dear ******,

Thanks for contacting us. We apologize for the distress this has certainly caused.

We are not seeing a recent incident with your name on it, but we are happy to go over the details of what we may be able to do for you.

Per our limited warranty, as you are already aware, we are not able to assist with the device itself. That said, you may qualify for a third party refund on the case. What we would need to process that is as follows: a standard warranty photo of the case, a photo of the damaged device (or a photo of the invoice from your carrier showing the phone had to be repaired or replaced), and a photo of the original itemized purchase receipt that shows the case was purchased within a year ago. All photos need to have date and signature on a sheet of paper in the photo, along with a little more information. 

Please let us know if this might work for you. If you cannot provide the second two parts, we are still happy to warranty the case itself.

I have gone ahead and set up a fresh incident for you. We last had contact from you about a year ago so we would also need to know if all contact information is up-to-date. If you last contacted us under another name, please let us know so we can find that incident. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

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 ******* or ******* the company I used to replace my phone. My claim I'd is tel:********* with *******. They can provide you all the phone details since I have returned the phone to them upon receipt of my new phone. 

Regards,

****** ******

Business Response: Dear ******,

Thanks for reaching out to us. We apologize for any delays.

Our previous possible resolution offers still stand. We do need more information to do either the warranty on the case or the third party refund on the case. If we go the route of the third party refund on the case, we can work with an invoice showing that ******* had to repair or replace the case if you can no longer provide photos of the damaged device. The other thing we would need for this resolution is an itemized receipt of the purchase of the case. We need you to do the footwork on obtaining both items. For either resolution, we at least need to get a standard warranty photo. 


Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I am confused by your wording. I do not want a replacement of the case (no offense to you, but it is a terrible product that has caused 2 of my very expensive ******s to be destroyed). I had my phone replaced and i can send you all the relevant info from ******* who replaced the PHONE. Also i am including my last correspondence with LifeProof regarding replacement of the old case. Any solution that includes replacement of the CASE will not be acceptable to me as i do not want to use your cases anymore. I will attach pictures of the most recent case that failed (the previous failure is documented below with regard to the incident number i filed with LifeProof).



*** ******: Claim ID #********* *******

Lifeproof (previous incident)
Incident Number: ************
Number: ***************
Date: Aug 12, 2014


Regards,

****** ******

Business Response: Dear ***,

Thanks for getting us those photos. We are happy to let you know what we can do for you.

While we cannot assist with the device, we are happy to offer a third party refund on the case. 

The case photos are good. We are happy to so far work with the provided information on a good faith gesture about your repair, even though we usually need a photo of the invoice if a photo of the damaged device cannot be provided. 

The last piece we need is an itemized receipt for the purchase of the case. We are aware not all customers are able to provide this, and not all customers qualify for a third party refund for this and other reasons. That said, if you can get us that, we are happy to give you a to-the-penny pretax refund for the amount you spent on the case. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Attached are the photos of my ****** receipt. That is the best I can find as it was ordered on ******. Please let me know what the next steps of this third party refund are. 

Regards,

****** ******

Business Response: Dear ***,

Thanks for getting in touch with us and sorry for any delays. 

Thanks for providing that. It definitely looks like we can get you a refund for $79.99. The one last thing is that it needs to be a photo of a hard copy of the receipt with name and date signed to it. We are not able to work with a smart phone screen shot, unfortunately. 

Once we get that, we will be very happy to process that refund.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. How do you proposed I get a hard copy of the receipt of the purchase was made on ****** and the package material was probably thrown out long ago. You have the confirmation number and the order history and amount I'm unclear how this is not enough. A photo of the hard copy which doesn't exist and my signature (not sure if you know how ****** works but that doesn't happen) will only show the ***e thing as those screen shots. I'm sorry for the rudeness but there's a lot of back and forth on these messages on information I have already provided to you. 

Regards,

****** ******

Business Response: Dear ******,

Thanks for reaching out to us. We do apologize for any delays.

We definitely are not trying to be difficult. On the contrary, we are wanting to assist you in getting us the best possible paperwork that will assure this be swiftly processed by our finance department. They have specific guidelines they must abide by in any refunds they issue. 

For third party case refunds we need verifiable receipts of purchase. I am fairly confident that ****** can regenerate this for you. 

Bear in mind that not all customers quality for third party refunds. It is a special exception and we need to have the paperwork in a pretty exact format. 

Once you are able to get that correct receipt to us, we are happy to get that third party refund processed for you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

After contacting ****** and informing of this case they were able to offer me the following document which i am attaching. If this document should prove insufficient then i am putting the onus on you to track down the proper paperwork. You have the ****** order number, your own records of the sale, and all the relevant information so if this should prove insufficient you can call ****** and speak with them directly as i have done. 

Regards,

****** ******

Business Response: Dear ***,

Thank you for your email. I submitted the 3rd Party request to our finance department yesterday. It can take up to 3 weeks for a refund in the form of a check to arrive to you.

Please let us know if there is anything else we can assist you with.

Thank you,
Stephanie

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is with Otter Box The Total Water Protection department. My daughter's phone was water damaged due to the Otter box not protecting it. The Total Water Protection department assisted me on filing a claim and sending the iphone and cover back in order for them to replace both the iphone and cover. I was charged $50 to process the claim. In a couple of days, after receiving a new phone and cover we sent the damaged products within the required time, back in the *** prepaid package that was provided. I kept receiving emails stating that the product had not been received. Thankfully, I kept the tracking number because when I called on June 4 to see why I was still receiving the emails, the Agent could not find the returned items. I told her it was received May 28 and I gave her the tracking number and name of person who signed for it. She said she would forward the tracking number to her supervisor and it would be taken care of. On June 11 I received an email saying the iphone was still locked on ****** and it would have to be removed so they could check in the device. I immediately erased the device from ****** and called the Total Water Protection department to confirm with them. I spoke to Courtney as well as sent an email verifying they had the phone, it was erased from ****** and that I would not be charged their fee of $600 for not completing these steps. June 15, I received an email stating I've been charged $600 for not following the proper steps of returning the iphone and case and i am outraged! I followed the return requests, spoke to Agents and a Supervisor to make sure this didn't happen yet they've still inappropriately charged me. Courtney said if I had any more issues to call back anytime 24/7. I just called and their was no one available to assist me. They have poor service, unknowledgeable staff and provide false information. Just the fact that I had to give the Agent the *** prepaid tracking number to track their package is unacceptable and now they have inappropriately charged me $600.

Desired Settlement: I would like for Otter Box Total Water Protection to refund my account $600 immediately. They received the damaged phone and case within required timeline.

Business Response: Dear *****,

Thanks for reaching out to us. We really do apologize for any errors that were made in processing your claim.

As you may already know, we did go ahead and refund that $600. Depending on your bank, it may take 7-10 business days to show up in your account. Please do reach out to our TWPP department if this charge resulted in overdraft fees as those should be able to be refunded as well.  The TWPP number is 877-394-6001.

Hope this helps, and, once again, we apologize for any difficulty with this claim.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:

No refund has been received on this matter.  

Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

That refund may still take about 3-5 business days to get to you.

Please let us know if you have any questions.

Best,

Sarah

6/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Lifeproof case for ****** *. Website and documentation in packaging states that you can take the Lifeproof surfing, swimming and snorkeling up to 6.6ft. It also states that you have to test the case prior to putting the phone in the case to make sure that the device is working. The brochure in the packaging states that you need to test the case after major impacts. Lifeproof states that the case can perform all kinds of things, but if there is a failure of any type they will not stand behind the product that they state they are protecting. Problem: The case and phone were in very good condition and all the steps were followed per the instructions. The phone was in the lifeproof case for the model designed for the phone. Went to the pool and accidentally left phone in pocket when going into the pool waist deep (3 ft). After realizing after 2 minutes that the Lifeproof case and phone were still in pocket, got out of the pool and took phone and case out of the pocket and phone was not working. Removed phone from case and there was water between phone and case screen. There was no water coming out of the phone. Have attempted to dry the phone. The phone has been drying out for two days and the phone does not work still. Called lifeproof support representative and explained the situation like above. They stated that the case is subject to warranty not the phone. I see this as misconception and false advertising to the consumer based on packaging and their website. For the amount spent on the case to protect a couple hundred dollar it is not worth having a case that states what it can do and it fails to meet expectations.

Desired Settlement: I feel that I should be refunded the cost of your product that failed and reimbursement (full or partial) of the ****** 5 that this product was designed to protect. Website and packaging needs to remove the advertising that this product will protect your device in water.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to assist with a damaged device. 
http://www.lifeproof.com/en/policies-and-warranties
Please see:
LIMITED PRODUCT WARRANTY and Exclusions and Limitations


We can, however, warranty the case itself, though we are not seeing a recent claim from you. Perhaps it was under another person's name and email address?

Any additional details you can get us would be appreciated. 

Please let us know if you have any questions.

Best,

Sarah

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a lifeproof case to protect my phone and today I was standing when I dropped my phone on the ground. The screen on my phone cracked causing my touchscreen on my phone to no longer work. The phone case is not damaged. I called the company to file a claim and see what the next process was as far as getting my phone fixed since my phone was in their case when it dropped and cracked my screen. The company service techs were very rude to me. Told me that it was not the companys fault and they were not going to do anything about my phone screen. My arument is that I paid $100.00 for a phone case to protect my phone in the circumstance that I drop it and if my phone is in the case and the phone still breaks then they should some way compensate me for the damage. What is the purpose of the phone case if it doesn't protect the phone when it is dropped. That is the moto of lifeproof!!!!!

Desired Settlement: It is going to cost me $200 to replace the screen on my phone. I feel it should be covered by the company either refund me my money for the care or pay for my phone to get repaired. I will NEVER buy another lifeproof case again. I am extremely upset with the company and the way they have treated me and feel like the product is a scam! I am not that tall! My screen should have never broke when dropped.

Business Response: Dear *******,

Thanks for getting in touch with us. We are sorry for any delays.

Per our limited warranty, we are unable to assist with the damaged device. Our cases do give you great extra protection, but there are many factors that can go into a device breaking, and no case out there can 100% assure there will never be damage to a device. All LifeProof cases come with an insert that explains our limited warranty.

We can sometimes offer a third party refund on the case itself, though we do need an original purchase receipt, along with a standard warranty photo and a photo of the damaged device. We do understand it is not always feasible for customers to obtain the receipt, but our finance department does require this to generate that refund. In lieu of that, we are happy to get you a replacement case. Under the circumstances, we are happy to get you any case at the same price point as long as you can send us a standard warranty photo and a photo of the damaged device. If the device has already been surrendered for repair or replacement, we can also work with an invoice showing that happened. 

Please let us know which option might work for you, and please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I do not have the original receipt to this case but the case was provided to me through your company because I have already had to get a replacement case due to the fact that it had started to come apart. I do not understand why your company is unable to look up the case through the serial number seeing that it came directly from you warranty department. 
I am very upset and not satisifed because I had to spend $200 today to get my phone replaced! My phone broke today while it was in the lifeproof case. I do not want a replacement case because the case itself is not damaged and I do not ever want to purchase another lifeproof product.  it is not reliable nor trust worthy. I do not want to put another one of my phones in a lifeproof case because I can't afford $200 every time my phone gets drops and breaks because your case is not what the company makes it out to be!!!!!! Apparently these cases are not lifeproof if they can't withstand a minor drop!!!

Regards,

******* *******

Business Response: Dear *******,

Thanks for getting back to us. We do apologize for any delays. 

We do see you did a warranty claim on 11/17/2014. Unfortunately, we cannot process a third party refund based on a warranty. There is no line item value to warranties, and finance absolutely requires an itemized receipt from a third party to process a third party refund. We are seeing that the case we replaced in November was in turn purchased at **** *** in October of 2014. **** *** may be able to pull up your receipt if you go back to them. This is the only way we can get that refund processed. 

Please understand that this third party refund on the case is not something everyone qualifies for, and is only offered as a special exception.

The offer for getting you any case at the same price point still stands as well, if you cannot provide the purchase receipt. 

Please let us know if you have any questions.

Best,

Sarah

6/29/2015 Guarantee/Warranty Issues
6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a defender case for an **** **. When I got the case I found out that it only fits the U.S. Version of the phone. On the website it does not say this or I would of never purchased it. I am now being told that I have to ship the case back at my cost. This would put my total shipping cost at $38 with nothing to show for it.

Desired Settlement: I want to be sent a case that I can use. If not for the ** then for my ****** * or ****** ** . I would be willing to ship the other case back at your cost or destroy it and send picture or videos that's it destroyed as proof.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

This does sound like it has been a frustrating situation. As you are already aware, we are not able to refund shipping charges either way. We also did make an exception to extend out your return period by a couple of months. Now, as you have cogently explained, you would essentially only break even if you were to return that case to us. We do stress it is absolutely the responsibility of the customer to give us a call when making a purchase if there is a shred of doubt that a case may be the correct one. The **** XPERIA **v and the Sony XPERIA ** are entirely different devices with different names. We are normally are pretty exact about the process in these circumstances. That said, due to the intense distress this has caused you, we will allow a very rare, one-time exception for an exchange of the case. It sounds like you would be interested in an ****** 6 or ****** ** case. We can certainly get you a standard black Defender case for either one. We still will need to you ship the original case back at your own expense. If you choose to take us up on this offer, we will cancel the RMA and send you the details for how to get that back to us so we can facilitate the exchange.

Please do not send us the **** case until we have finalized details of that exchange and sent you instructions for getting it back to us. It would be a different process than outlined for the RMA.

Please let us know if you have any questions.

Best,

Sarah



Consumer Response: Complaint: ********

I am rejecting this response because:

I did contact your company before I purchased the case and was told it was the correct case for my phone.  I did this to ensure I wasn't wasting $88 cad.

This problem was directly caused by your company. 

I am am being very fair in my request. 

I will ship it back at your cost and you can ship me a new case that works with one of my phones or I will file a chargeback with my credit card provider. I have all my documentation ready to be faxed in. Including Records of phone calls made and complete email history. 


I do do not take being screwed very lightly and refuse to be ripped off or scammed to this degree.  If I need to hire a lawyer and file a statement of claim I am prepared to do so. 

Regards,

******* Frederickson

Business Response: Dear *******,

Thanks for reaching out to us. We apologize for any delays.

We are not seeing record of your having contacted us before the RMA was set up: perhaps it was under a different name or set of contact information. We apologize that we cannot find record of that. 

There was clearly a misunderstanding about our products and the devices they cover, and we would have discouraged you from purchasing this case if we had more information. We feel we are being quite conciliatory to offer to send you the ****** 6 case or the ****** ** Defender case in lieu of bothering with the RMA, so we are not certain why you are rejecting our offer. We are simply waiting on you to let us know which phone model you need a case for. We will even let you pick whatever color you like. The only other action is upon your acceptance of this offer is we will cancel the original RMA. 

Please let us know which case you want, and your color choices, and we will send that out right away.

http://www.otterbox.com/en-us/******-s6/defender-series-case/sam2-******-s6-byo.html#q=******%2Bs6&start=1 
or
http://www.otterbox.com/en-us/******-6/defender-series-case/apl2-amp600-byo.html#start=1

Best,

Sarah

Consumer Response: Hi 

How to I communicate which colour and kind of case I would like? 

Business Response: Dear *******,

Thanks for getting back to us.

I have sent you an email from a fresh incident. Please reply to that email for incident ******** with your case selection and we will get that out right away.

Please let us know if you have any questions.

Best,

Sarah

6/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought this LifeProof case the day before leaving for a vacation, whereas I figured I'd like my brand new iphone protected on the beach etc. I was laying in grass taking a picture of a bird when my phone slipped not even a FOOT away from the grass and when I picked up my phone my screen was cracked. I specifically bought this case because the box indicated it was WATERPROOF, MILITARY GRADE SHOCKPROOF, DUST AND DIRTPROOF. But my phone still broke in it. I called LifeProof upon arrival back to the US & the first representitive told me that the best he could do was send me a case, I can keep the old case & sell the new case & use that money to repair my screen somewhere. UNACCEPTABLE. I asked to speak to a supervisor who told me she couldnt do anything because apparently they only cover water damage. Then WHY does the box say military grade shock proof up to 6.6 feet? I dont believe its fair & they are taking no accountability that thier product as advertised FAILED. Then the supervisor was "sending me a refund" & I never got the email she claimed to send me, so I called the following day to follow up on my claim and was told it was NEVER ENTERED. All they want to do is provide a new case which i DO NOT want because it obviouslt did NOTHING for my phone. When told I would report them to the BBB supervisor basically stated she didnt care. Unacceptable.

Desired Settlement: I would like LifeProof to take accountability that their product FAILED, & either replace my phone or screen NOT just provide me with a new case that OBVIOUSLY did nothing for my brand new iphone to begine with.

Business Response: Dear *******,

Thanks for reaching out to us. We apologize for any delays.

It does look like you got us everything we needed to process the third party refund a couple of days ago, but it may have slipped through the cracks. We did go ahead and process this refund. The reference number is ********** and the amount will be for $79.99. This will be in the form of a check and you will be receiving it in about three weeks. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I do not want a new case, as it did absolutely nothing for my phone as proven by seeing my cracked screen in your companies case, in which your company claims to be shock proof; "military grade" - even from 6.6 feet. I want a replaced screen for my iPhone or a new iPhone which neither cost $79.99. This is unacceptable.

Regards,

******* ************

Business Response: Dear *******,

Thanks for getting in touch with us and sorry for any delays,

Per our limited warranty, we can not assist with devices. We appreciate the passion of your argument, but there is no case out there that 100% you will never have damage to your device. Additionally, we cannot warranty something we have not manufactured, and the case does not act as an insurance policy on your device. 

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

Similar text to the above is in an insert placed in each and every LifeProof case package.

As stated, we did process that third party refund on the case.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
Then I believe you should take that advertisment off of your packaging because I was a fool & believed it & spent the money for "shock proof" which I did NOT get. & Now I have no resolution to my broken screen. A new case is not going to fix my screen, which YOUR product was supposed to protect & I did read the booklet included as well as go over the terms on your website before even making my claim. But when you call to report the problem & a representitives advice to you is "I broke my iPhone screen and my screen only cost $80 to fix, so we can send you a new case you can sell it for the retail price & get your screen fixed" is unacceptable. I wouldnt even suggest lifeproof to ANYONE now because of this experience & if you do not want to further resolve this matter I will make a further complaint against the business to the BBB as well as take legal action for my phone. 

Regards,

******* ************

6/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In December 2014, my 18 year old son purchased the Waterproof ******* Lifeproof cellphone case. Their advertisement states the following: PLAY VIDEO\ Take your tech into the toughest environments with the LifeProof waterproof ****** * cases. ****** * cases are waterproof (submersible to 6.6 feet), dirt proof, snow proof and drop proof (6.6-foot MIL-spec standards). Waterproof ****** * cases are tested at the factory to ensure a leak-free fit. And, they all come backed by a 1-Year Limited Warranty. He took his phone in a 4 foot above ground pool with the lifeproof case on the phone. The phone had some water on the back when he got out of the pool and the phone was not working correctly. He can only use it with headphones (can not speak into the phone without headphones or having it on speaker). We contact Lifeproof and they told us that they cannot promise that the case will protect phones in all situations. He did not take the phone into a situation that was not beyond what they advertised. Their advertisement tells you to take your tech into the toughest environments. Now, Lifeproof will not cover the cost of his phone. I believe that their advertisement is very misleading and fraudulent. I believe that they should pay for the damage to his phone (either repair or replacement). We never would have had the phone near the pool if we knew it was not protected. Furthermore, when he first purchased the case, he followed their specific directions to test the waterproof-ability of the case by submerging it in water without a phone in the case to make sure it was functioning correctly. It worked correctly at that time or he would have returned it to the company. Based on that initial test, he expected that his phone was protected.

Desired Settlement: They should pay for the damage to his phone. We are working with ***** to figure out if it needs to be replace

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, and as we stated before, we are not able to assist with the device. This is explained in an insert that comes with each and every LifeProof case. 

That said, we did receive your paperwork for the third party refund on the case. Thanks for that! We did process refund, reference number 0080012481, for $79.99 USD. That will be getting to you in check form in about three weeks. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:  I understand  your response, but still believe that you are misrepresenting the product with false advertising. Your ad actually tells consumers to take their tech devise into certain environments and they will be protested by LifeProof Waterproof cases.  If they are not really waterproof I do not understand how you can make that claim. 

We will wait for the refund and plan to purchase cases from different companies in the future.  If we are asked our opinion about the LifeProof Cases from friends either directly or through social media, we will be honest in our response indicating that they do not live up to their advertised claims.




Regards,

****** Herbs

6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a TWPP warranty claim on June 06, 2015 with LifeProof/OtterBox. The lifeproof case I purchased from them on May 29, 2015 damaged my brand new *******. On June 07, 2015, I called the company to cancel my warranty claim but was told the claim couldn't be canceled until the replacement phone/case was returned. On June 10, 2015, I refused UPS delivery and their replacement package was returned back to the company on June 12, 2015 at 10:36am. I received an email on June 15, 2015, stating that I would be charged $600 for the replacement phone. I called the company nine (9) times to verify that I did indeed return their product. Three of those calls were made on June 17, 2015 and I was told they would cancel my claim and I would be refunded the $50 service fee. However, every time I call to verify my claim has been canceled. My claim is still active and the account still shows replacement product not received. How can this be? I called and verified with a USP tracking number that it was returned to them and they're still threatening to charge my credit card $600 for a product I do not have.

Desired Settlement: I just want to be certain I will not be charged $600 for a product I do not have and refunded the $50 I was promised in the warranty policy. I never want to deal with this company ever again.

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

I did reach out to our TWPP department, and we want you to be reassured that
the device you did a refuse shipment on was received by our warehouse, so you
will not be charged the $600. They also did authorize the refund of the $50
service fee. We just needed verification of that return before the funds could
be released back. The funds reversal happened this morning, and will take about
7-10 business days to get to your account. We also want to reassure you that
the email regarding the $600 charge was an automated one, and is simply sent
out for customers' information. 

Please let us know if you have any questions.


Best,



Sarah

Consumer Response: Better Business Bureau:

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

Regards,

******** ******

6/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bouhgt a LifeProof Case for my iPhone 6 because it said that it was "water proof." While in the Case, my phone fell into the pool and the case and my phone filled up with water.

Desired Settlement: I want Lifeproof to pay for repairs to my phone. If repaires cannot be made want them to replace the phone with $600.

Business Response: Dear *****,

Thanks for getting in touch with us. We apologize if this has been an upsetting experience.

The terms of our limited warranty state that we cannot assist with the device. There is an insert in each and every LifeProof case that outlines these terms, although the warranty statement is also available on our website:

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.

It looks like we did offer you a third party refund on the case. We are eager to get that processed if you can get us the requested information.

Please let us know if you have any questions.

Best,

Sarah

6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When purchasing two of the lifeproof cases from our mobile retailer, they explained to us what Lifeproof is for and why it is an excellent buy. It is known for the four proofs, shockproof, snow proof, dirt proof, and most of all waterproof. The two main reasons that we purchased two of these cases was for the shockproof and waterproof aspect of them. However, come to find out, this is a lie. After attempting the waterproof test on one of the cases, the seals were broken on them so we had to send it in to Lifeproof and get it replaced. However when we did the water test on the other, we left the case completely closed, did not attempt to open the case till after the testing was done. I wish we would have opened the case and removed the tape first. After removing the tape, we never really exposed the one black case to any form of water, as we were sure it would protect our phone. Little did we know that the black case was also faulty. As we went on a float in the river, we trusted that our phones were protected with our "waterproof" cases. Well when our phones inside both of our cases went into the water by accident, only one phone was safe, the case that was replaced. The phone inside the black case was completely ruined and filled with water... You are probably wondering why, because after we removed the tape from the case, we didn't realize that the phone case was missing a part, the part that covers the home button on the iphone 6. So all the water went into that hole. Completely shocked, since this was my brothers phone in my name, he called lifeproof for help. He was told that you guys don't cover damage to phones and to call sprint. He calls sprint and is told that lifeproof can cover the phone. This back and forth goes on for hours. Finally I got involved and called Lifeproof after doing extended research in your warranty and what happened when this happens to other customers. I asked to speak with a supervisor and calmly explained the situation. I explained to the supervisor that this is not fair. As this is now the second case from the same batch and the same store that was faulty. Your guys product is known for the "four proofs". These cases must not go through testing before you distribute them because if they would have we may not be out a phone. I also explained to the supervisor that I did not want to be transferred back to my mobile service providers, and if we could not come to a resolution I feel the only thing I would be able to do is take it to court because this is false advertising. If you think about it, if you sell something with one of the main features being waterproof, and your product doesn't hold up, wouldn't you understand that this was not the customers fault? I, the consumer trusted you to sell me a product that was fully capable of handling the functions that you described. And instead you tell me you can't help me and because I "threatened" legal action I am not allowed to speak to you about it? It's ridiculous. I didn't threaten. I simply stated that I would rather work with you guys one on one than deal with court. Because you guys sold me a faulty product resulting in my phone being damaged. I shouldn't have to check every piece and part of a product that I know nothing about to ensure that it was made right and it is going to be functional. That is the developers and manufacturers job. And I don't appreciate being treated like crap, and you guys finding any reason to get me off the phone and not talk to me because you know I am right.

Desired Settlement: My desired outcome is that you do what is right and either repair my broken phone or replace it. And maybe be civilized and talk to me about it?

Business Response: Dear ******,

Thanks for contacting us. We are sorry if you have experienced any distress in regards to this situation.

Per our limited warranty, we cannot assist with the device. Every LifeProof case contains an insert that explains this as well. I have included a link to this limited warranty text. 

http://www.lifeproof.com/en/policies-and-warranties
Please see: LIMITED PRODUCT WARRANTY and Exclusions and Limitations. 

The case needs to be put together before doing the test, not tested as a closed item straight from the packaging, as it sounds like may have happened. The water test is a key time to check for such issues as torn membranes, and it sounds like this may have not been done thoroughly. We do test our products but it is up to the consumer to precisely follow the water test before installing each and every case. 

That said, even if a water test had been conducted exactly to the instructions, there are some rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. Additionally, the case does not act as an insurance policy on the device. We apologize if the Sprint store indicated otherwise, as it misrepresents what we are able to do. 

We want to assist you and we would like to remain focused what we can do for you. There is the first option, which is to warranty the case. To do that, we need to get a standard warranty photo. The second option is one not everyone qualifies for, but we would be happy to see if you do qualify. This option is that we may be able to get you a third party refund on the case itself. This requires a standard warranty photo, a photo of the broken device (or invoice showing the device had to be repaired or replaced) and a photo of the original itemized purchase receipt showing the case was purchased within a year ago. 

We are happy to help you get us this information to us so it can be determined how we might best assist you.

Please let us know if you have any questions.

Best,

Sarah







6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about Mon., May 25, 2015, **** ** ***** ("Complainant") submerged his ****** * **** (64 GB) underwater in a swimming pool with LifeProof's d/b/a Otter Products, LLC., NUUD colored phone case for the named phone. The case was purchased from the ****** corporate store situated at **** **** ***** ****** ***** ***** ******** ******** ******** ***** on Fri., Mar. 27, 2015, at 4:33 p.m. The named phone was installed into the said phone case, at the said location, by a ****** employee. The LifeProof NUUD for the ****** * **** is marketed, advertised, and sold as a ("waterproof") product, amongst other things. Within 15 minutes of the phone being submerged in the swimming pool by the Complainant, the phone became unresponsive, and made numerous screen changes without any prompts from the Complainant. The phone blacked out and self destructed shortly thereafter. The Complainant removed the phone from the phone case, after returning home, and found that the water from the swimming pool had penetrated the phone case and the phone. The phone case was returned to the point-of-purchase, on the same day of the occurrence, and ****** refused the replace the phone. Further, ****** dialed LifeProof's warrant hotline, in-store, for the Complainant to effectuate a warranty claim for replacement, but to no avail. The Complainant waited on the phone over an hour, but LifeProof never answered. This complaint followed. The Complainant was successfully able to enter a warranty claim online, at LifeProof's website, after returning home from the ****** store on the day in question. The Complainant was assigned Incident #********, went through LifeProof's warrant process, and received a refurbished phone case via ***** Tracking #******** on Sat., June 6, 2015, at 12:43 p.m. Prior to the shipment of the phone case, the Complainant was contacted by LifeProof Customer Service, by a Service Representative named ("Fermin"), via email on Wed., May 27, 2015, at 6:16 a.m. Fermin noted in the body of the email that, "Our warranty policy only covers any damage on the case itself ... For any issues with your phone you should reach out to your cell phone carrier or the manufacturer." As a result, the Complainant is out the ****** * **** (64 GB - Space Gray) purchased for $849.99, and the LifeProof NUUD phone case purchased for $99.99, plus taxes, fees, and costs. The said product is marketed, advertised, and sold as waterproof. LifeProof and/or Otter Products has breached the implied warranty of the contract entered into with the Complainant. The phone case is four times the cost of an average case for the said phone, and was purchased at such an exponential cost because of its proclamation of being waterproof. The product is being Fraudulently Misrepresented in the marketplace and/or Materially Misrepresented at minimum. LifeProof and/or Otter Products owe a duty to the Complainant to warrant, not only the phone case, the phone which the phone case is declared to protect. Consumers buy products and services based on representation. If LifeProof and/or Otter Products wish not to honor such a representation, legally, they must remove the "waterproof" insignia from any and all products, in the marketplace, that convey such a representation. "Water Resistant" would be more appropriate, but would be unsuccessful in commanding the current price point and/or demand for its product.

Desired Settlement: Complainant seeks, $849.99, the price of the ****** * **** (64 GB - Space Gray), $99.99, the price of the LifeProof NUUD for the ****** * ****, plus taxes, fees, and any and all costs available by law.

Business Response: Dear ****,

Thanks for reaching out to us with your detailed statement and apologies for any delays.

Per our limited warranty we are not able to assist with the device. This is included in an insert that is included with each LifeProof case.

Here is the text of our limited warranty:
http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

There is no implication that we insure or warranty the device whatsoever. There also is no case that 100% protects against any and all damage to a device under any circumstances. 

It is the responsibility of every consumer to read the terms of a product warranty before using the product.

As specified in your statement, it appears that ****** installed the case. We do not recommend the case be used until a water test is done. This water test is clearly outlined in the insert that comes with each case. It is, again, up to the customer to see to it this water test is properly administered. 

It does appear that we have already sent you a warranty replacement on the case. We are happy to have you let us know if you have any questions or concerns about the replacement case. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: The Complainant detrimentally relied upon the representations of LifeProof d/b/a Otter Products, LLC., by and through its deceptive marketing and advertising practices. Further, the Defendant has a duty to honor the covenants stipulated to by contract with the Complainant. Failure to acknowledge the said covenants provides the right of the Complainant to pursue the Defendant in a court of competent jurisdiction for any and all remedies available by law.


Regards,

**** *****

Business Response: Dear ****,

Thank you for your reply. We are sorry if there are any misunderstandings about our limited warranty.

Our warranty statement is here:
http://www.lifeproof.com/en/policies-and-warranties

As stated, we cannot assist with your device. We have sent you out a warranty replacement.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: no misunderstanding exists, but fraudulent misrepresentation, material misrepresentation, misrepresentation, and unconscionability does exist. Here, "Boilerplate" responses to the Complainant's inquiry is totally unacceptable, irresponsible, and legally actionable against your company. The Complainant can and will seek any and all remedies available at law against LifeProof d/b/a/ Otter Products, LLC.

Regards,

**** *****

6/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lifeproof case, which states that it can be submerged under water in depths of 6.6 feet for 1 hour. I had tested the case as directed, and had taken my phone into my pool for an approximate time of 15 to 20 minutes. I looked at my phone after that time and I noticed that my phone was restarting and turning off constantly. I took it out of the case in my home and dried it off. The phone will not turn on anymore and the phone carrier will not replace due to no insurance being on the phone. I contacted the Lifeproof company and they explained to me that their terms and conditions state that they are not liable for it. I tried explaining to them that it was a product failure, yet all they told me they could do was replace the case or issue a refund.

Desired Settlement: I wish to have my phone replaced at the discretion of the Lifeproof company.

Business Response: Dear *******,

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-warranties
See LIMITED PRODUCT WARRANTY
and 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


6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using my LifeProof case on my ****** 6 for less than six months. The first time my phone was submerged in water the case leaked and now my phone is broken. I have contacted the company about the issue and they are replacing the case but not repairing the phone. This company claims to have the highest rating of waterproofing capable of withstanding immersion of over 6 feet for 1 hour; however, in my case it leaked and destroyed my phone in less than a foot of water for a few minutes. The company claims to test each case to make sure that they are 100% leak proof, if that is the case then they should stand behind their product and repair phones damaged by faulty cases.

Desired Settlement: Repair or replacement of ****** 6 16 GB

Business Response: Dear ********,

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. Each LifeProof case has an insert that explains the terms of the warranty, and we clearly state that we cannot assist with any device. The case does not act as an insurance policy, and we cannot warranty something we have not manufactured. 

We do see that we have sent you a replacement case. We are eager to have you let us know if that replacement case is working to your satisfaction, and encourage you to reach out to you with any questions or concerns you may have.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Although it will be very difficult to find this product satisfactory with out a phone to protect.

Regards,

******** *****

6/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The "lifeproof case" that is suppose to be lifeproof go a splash on water on it and leaked causing water damage to my phone. Contacted ******* they told me Lifeproof is suppose to take care of the phone but Lifeproof refused to take care the phone only replacing the case.

Desired Settlement: I WANT MY PHONE REPLACED THAT YOUR PRODUCT SAID IT WOULD PROTECT!!!!!!!!!!!!!!!!!!!!!!!!!!

Business Response: Dear **********,

Thanks for getting in touch with us and sorry for any delays.

Per our limited warranty, we are not able to assist with the device. Each LifeProof case that is purchased has an insert that explains the limited warranty. We deeply apologize if ******* said anything to the contrary, as it misrepresents what we are able to do. We do not discourage customers from getting insurance, through their carrier, on their device. Our cases do not act as an insurance policy on the device. 

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.

We do see we were able to send you a replacement on the case. Please do let us know how that replacement works out: we will be happy to work closely with you if there are any concerns with the replacement case. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

********** ******

6/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Lifeproof case based on the advertised "guarantee" that the case is waterproof for life. I have followed the instructions for using and maintaining the case. I also followed all guidelines in order to make sure that my case would work properly i.e. not going below the depth of 6ft. However, my case leaked water resulting in the destruction of my phone. After speaking with ****** and her supervisor ****** from the corporate office, I was offered a replacement, but I turned it down because I have lost all trust in Lifeproof products. I however accepted the refund of my original purchase. Nevertheless, that doesn't come close to covering the amount for replacing my phone.

Desired Settlement: I expect the company to repair my ****** . It is under warranty so the amount to be covered by the company is $150.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot replace an item we have not manufactured. 
http://www.lifeproof.com/en/policies-and-warranties
Please look to LIMITED PRODUCT WARRANTY.

Each LifeProof case that is purchased has an insert that explains this limited warranty as well. Additionally, the LifeProof case does not act as an insurance policy on the phone. 

We would be happy to replace your case through the warranty system, or we can instead get you that third party refund on the case, as we have already offered. Please just reply to us from that email we sent you from your LifeProof incident.

Please let us know if you have any questions.

Best,

*****

6/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchase of the supposedly water proof phone cover called Life Proof and you can swim with the phone (picture on advertisement). Purchased from ******* * ***** ****** ******** for approximately $92. Performed the water proof test at home and all was fine. The first time in the pool the cover leaked and I have lost my ****** . This is false advertisement.

Desired Settlement: I would like my money back for the cover at least. My true feeling is that I trusted this product and now I am out of a phone. Refund for both would be great customer service on the side of this company. Thank you.

Business Response: Dear *****,

Thanks for reaching out to us. We are terribly sorry for the distress this has caused.

I looked into your situation. If you can provide some documentation for us, I am happy to help you out with a third party refund on the case. What we need to process that is as follows: a standard warranty photo (we need a little more information than in the photo at hand), a photo of the damaged device (or invoice that it needed to be repaired or replaced) and an itemized receipt showing the exact purchase amount of the case. Once we get these items we will be happy to process that third party refund on the case. 

I have taken the liberty to send that request from the incident you set up with us regarding this issue. 

Please let us know if  you have any questions. 

Best,

*****

6/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An ****** cell phone casing, advertised as waterproof (Nuud model), was purchased from Lifeproof aka Otterbox. The installation instructions as per manufacturer's instruction manual was followed. During the 3rd underwater use (all within product operational depth to 6.6ft underwater for 1 hr) the "waterproof" casing leaked and the ****** is irreparable. The cell phone case is falsely advertised as waterproof and falsely claims leak proof protection. I've already contacted Lifeproof directly and they have offered to replace the case, however, this is not a desired solution as the problem persists. Lifeproof continues to advertise the Nuud model as waterproof and the replacement case does not reimburse for the replacement cost of my ******.

Desired Settlement: Reimbursement cost for replacement of damaged ******. Removal of "waterproof/leakproof" claims on product advertisement/specifications.

Business Response: Dear ******,

Thanks for reaching out to us. We do apologize if this has been a distressing situation.

As we mentioned before, per our limited warranty, we are not able to assist with the device. 
http://www.lifeproof.com/en/policies-and-warranties
See: LIMITED PRODUCT WARRANTY

We do see we have already sent you a replacement case. We definitely encourage you to let us know if you are having any issues with that new case.

Please let us know if you have any questions.

Best,

*****


Consumer Response: Complaint: ********

I am rejecting this response because:

This product is not waterproof. The complaint is for the false advertising of the product.

Regards,

****** ***

Business Response: Dear ******,

Thanks for getting back in touch with us. We do apologize for any continued distress you may be experiencing. 

Our cases are designed to offer waterproof protection, but in very rare instances, there may be an unusual set of circumstances that may lead to the case no longer offering maximum protection. Each LifeProof case comes with a pamphlet that explains the terms of our limited warranty. 

Even though you are receiving a replacement case, we are happy to make a big exception and see if you qualify for a third-party refund on the case as well. This is normally an either/or situation.  To get that rolling, we would need a photo of the broken device and a photo of the original purchase receipt. 

Please let us know if this might work for you, and we will send you the photo request. Please also let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

****** ***

6/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have an ****** ** purchased in October 2014 which had a LifeProof cased purchased December 2014. The case comes with a 1 year limited warranty and is claimed to be "fully submersible to 6.6ft". It says so on the back of the case even. It is said if the water-proof tests are followed precisely, then the case is deemed "waterproof". The case also says "maximum water and dust protection". However, after slight use of a case between Christmas 2014 and May 12, 2015 the case and phone was knocked off a 6 inch step into 3 inches of water. The "waterproof" case proceeded to fill with water within a time of less than thirty seconds, the time in which it took me to reach it. Not to be slanderous, but the person who came to the conclusion for the statement of "fully submersible to 6.6ft" was nothing less than shortsighted.

Desired Settlement: Please fix the lies on the box, I'd hate for anyone else to spend upwards of $80 for a waterproof case which is not even waterproof.

Business Response: Dear ******,

Thanks for reaching out to us. We apologize this has been an upsetting situation for you.

We can, in certain circumstances, offer a third party refund on your case. What we need to do that is get some additional information from you. It looks like you purchased the case from ******* in December 2014. This is within the timeframe we require, as the purchase has to be within the past 12 months. We do need to see the original purchase receipt with the item line showing the LifeProof case. We do recognize customers may not always have such receipts a half year later. That said, finance does require this for a refund. We also need a standard warranty photo of the case and a photo of the damaged device.

If the receipt cannot be obtained, we still can get you a replacement on the case. It looks like we have almost all the information we need, less a better image of the serial numbers on the case.

Please let us know if you have any questions.

Best,

*****

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For Christmas I received a charging case for my ****** **, the case however was not operational. I sent it back and received a second defective case. By the time I was able to send out for a third case the ****** * already came out and I purchased one. When trying to see about getting an ****** * case instead of the ****** ** case i was promptly told 'I'm sorry but we are unable to switch out products that are not exactly identical.' When I requested to speak to a supervisor i was put on hold then after about ten minutes of waiting the call was disconnected. Being after the hours their call support was open I was forced to call back the next day. Now almost in the middle of May close to five months after receiving this gift i still have no case and am extremely dissatisfied with Otter Box and their call support team.

Desired Settlement: I would greatly appreciate either a refund of the amount in addition to the $7 shipping i had to pay for them to send out the second defective case, or an ****** * charging case for my phone.

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

As we did state before, or warranty is strictly for the case you have in hand. We cannot do product upgrades through the warranty system. We would be happy to offer you a 10% discount on any future purchase. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: 10******

I am rejecting this response because: I received this case as a gift for Christmas it was broken and I never got to use it I would like to either get a credit for 99.99 or a case that will actually work for the ****** *. 

Regards,

******** *******

Business Response: Dear ********,

Thanks for getting in touch with us. We apologize for any distress this may have caused.

We do see that as of 04/06/2015, the new case was sent out to resolve your issue. It does not appear that the issues with the case go all the way back to December. We are always happy to help out when cases do not work. We certainly would have been happy to help you back in December if the issue had been going on for that long. 

At this time, we will not be able to upgrade you to an ****** * Resurgence case, but we are still happy to get you that 25% discount on a new case.

Please let us know if you have any questions.

Best,
*****

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Otter Box phone cases are supposed to keep your phone from breaking and my phone screen has cracked twice while in this case.

Consumer Response: I am clarifying the reslolution to the dispute. I would like an apology for my phone breaking as well as maybe store credit for another case. My case isn't broken but I know you can't pay for my phone so there's not much of a dispute

Business Response: Dear ******,

Thanks for getting in touch with us. We do apologize for the distress this has caused.

Per our limited product warranty, we cannot warranty something that we have not manufactured, such as a device. While we do try to give you extra, added protection, we cannot test for every possible combination of events that could lead to a device breaking. Please see our Limited Warranty statement:

https://www.otterbox.com/en-us/warranty-full.html

While we are unable to offer a new case via store credit through us or any other retailer, we can get you a replacement case through our warranty system. To do that, we ask for the standard warranty photos. I've taken the liberty to send you the photo request for the warranty from your original incident. I will also waive the normal shipping and handling fee to help you out. 

Please let me know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. However, my case was never damaged so I don't need another case. 

Regards,

****** ****

5/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this product because it advertises an ****** submerged in water on the box. It advertises that it protects ******s from water damage. This is false advertising. My phone had this case on, the case had the water test when purchased, my phone dropped in the pool and is now now longer working. My $600 phone was not protected by the case that advertises that is water proofs phone.

Desired Settlement: Replacement costs of an ******.

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry this has been a distressing experience.

We are not finding you in our system. Have you contacted us before? We are happy to go over the details of what we can do for you.

Per our limited warranty, we cannot assist with the device. The case does not act as an insurance policy, and we cannot warranty something we have not manufactured. 

That said, we can assist with a warranty on the case itself. Please let us know if this is something you would like to do, and we can get that rolling.

Please let us know if you have any questions. 

Best,

*****

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lifeproof case 2/2015 for my ****** *. We followed all instructions for water testing and how to put the case on the phone after testing. Testing showed that the case was water proof. Installed the case on the phone and proceeded like normal. However four days ago the phone in the case with all facets attached keeping the case secure was dropped into 3 feet of water, not even go fully down but submerged. After retrieving the phone in the case it was discovered that our expensive ****** no longer worked due to water damage. Put the phone in rice per the instructions of a claim submitted. Was informed that a Total Water Protection Plan is available at time of purchase. I have purchased three lifeproof cases and not once have I been offered this let alone new about it. Then when calling into the customer service to discuss the fact that my phone is now ruined due to a defective case and wanted to know if they were going to replace my phone. I was told no that this will not occur and that the TWPP is only available to ******* customers. This is highly unfair. I feel that the company should in fact replace my very expensive phone as it is no longer working due to their defective case that advertises and guarantees that the case can be submerged to a depth of 6.6 feet, can go surfing etc. I was repeatedly told that the company would not replace the phone buy one associate. I then asked for a supervisor and got a gentlemen named ****. He was very unhelpful. He informed me that there would be no replacement. I did say that this is bull bleep to him and this was the only word I used. Obviously for very right reasons I was highly upset. I asked to have the phone number to headquarters and was refused, I asked for his supervisors name and was again refused. I was given the headquarters address which I will be writing to and addressing to the CEO **** ******. The fact that customers who are not ******* related are not given the option to purchase the TWPP is appalling. At this point I want the company to replace my phone as it is ruined due to their defective case. You are sending me a new case but what good does this do when my phone no longer works. These cases are very expensive and as such when we rely on the advertisement, which I find now to be false advertisement to secure our very expensive phones and it does not the company should be held responsible. **** gave me a reference number of ******** for my call. This is all he would give me as I wanted to report his lack of customer service and skills to his supervisor which again he refused to give me. If this is not resolved I will no longer support or by Lifeproof any further. I would like to be contacted with results that are satisfactory.

Desired Settlement: I want the company to not only send me a new case as they are doing, but I want my expensive phone replaced due to there defective case and I want the TWPP on the new case complimentary. The company needs to contact me with satisfactory results.

Business Response: Dear ******,

Thanks for reaching out to us. We apologize this has been a distressing experience for you.

We do want to re-iterate that we are unable to assist with your device. The LifeProof case does not act as insurance, and we cannot warranty something we have not manufactured. I would be happy to send you a link to the Limited Warranty text on our website if you like. 

Additionally, we want to apologize for any confusion around the Total Water Protection Program. It probably should not have been presented as it was. TWPP is only available through ******* as it is essentially a *******-exclusive product, and always has been. 

Lastly, we want to apologize if you feel you had been treated rudely in any way over the phone. Our managers are highly trained and precise about what we can and cannot offer to customers. We are unable to replace devices in any way, under any circumstance. Our stating this is not meant in a disrespectful way. It is simply not something we can offer. No one you would speak to over the phone would be able to give you a different answer. 

It does look like we were able to send you a warranty replacement. Please let us know through the incident if there is any difficulty with receiving that. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: Again I will reiterate, to only offer a warranty to one individual company and not all to allow us to protect our expensive devices further is wrong. Also it is wrong that you advertise on your box that you guarantee something and when it does not work you do nothing. This is something that a company should take care of respectively. Especially if it supposedly dose not occur often. The only outcome that will work here is if my device is replaced. Sending another case when the device does not work, not sure how that is supposed to resolve the situation. I will be writing to your CEO. I think he would be appalled at the situation.

Regards,

****** ********

Business Response: Dear ******,

We appreciate your getting in touch with us, and we apologize for the distress this must be causing. 

We do want to let you know, once again, that per our limited warranty, we cannot assist with the device. No one in the company, at any level, would advise a customer otherwise. There is an insert in every LifeProof case packaging that explains our limited warranty. 

I am linking to the text of our limited warranty here:
http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY.

We do encourage you to read that over so there are no misunderstandings of what we can and cannot offer. 

Please let us know if you have any questions.

Best,

*****

5/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Two weeks ago I bought my son a Lifeproof Nuud case for his ****** *. The marketing and packaging for this product heavily promotes the product as waterproof. In fact the packaging, no less than 5 times states it is waterproof, submersible to *.* feet for 1 hour, each case is water tested etc. it has a large picture of a phone submersed in water. It even says "the protection goes deeper than accidental spills and splashes. your ****** * is safe in, on, and under water." My son took his phone in the water for 1 minute and his 2 week old ****** * was ruined. The company does not warranty any damage to the devices their product is designed to protect. This is deceitful marketing and the company should make it quite clear in their marketing that they do not guarantee that their product is waterproof and any damage to the phone is not their responsibility.

Desired Settlement: I think that based upon their marketing not as "water resistant" but truly "waterproof up to * feet for 1 hour" and encouraging people to take their electronic devices into the water that they should warranty against water damage to the device. I am out a $600 phone.

Business Response: Dear *******, 

Thank you so much for reaching out to us with your concerns. It certainly sounds like it has been a distressing experience. 

There is no statement on our packaging, marketing materials or website or anywhere else that we have published that the LifeProof case acts as an insurance policy on the device, nor that we will warranty the device itself. We are not being deceitful in our marketing. These are not things we can offer. We do offer a one-year limited warranty on the case, and this still stands. This limited warranty text is inserted into all packages. Inserts being inside of a package is standard. It is up to every consumer to read all inserts before any product use. 

It looks like we did offer you a third party refund on the case, though it does appear you turned down that offer in favor of going back to Best Buy. If they can offer you a refund that is great. Please know the offer still stands to do the third party refund on the case if Best Buy cannot do it. We would only need a few photos, in addition to a photo of the original receipt. Please let us know if we may be able to help in this way.

Also please let us know if you have any questions.

Best,

*****


5/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had just purchased a brand new *** ****** ** ** ** in January 2015, the phone immediately went into the pink otter box defender series I had purchased with it and the case has nowhere near held up to expectations, while getting out of my car (****** *****) the phone had fallen out of my lap and completely shattered my actual phones screen! I beyond furious, called customer service and was told that all they would do is send me a new otter box which does not help my situation of having a brand new phone with a shattered screen because your products did not even come close to holding up to how they are advertised! I have full purchase receipts, photos of the box, phone, etc..and witnesses!

Desired Settlement: Replacement of pink otter box defender series as well as the replacement of my new ****** ** ** ** (value $849.99)! I have no problem providing receipts, photos, etc...!

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry this has been such a distressing experience for you.

We have found the incident where you contacted us. We are not finding a lot of information that could be helpful for finding a resolution for your issue. 

As we mentioned before, the OtterBox does not act as an insurance policy, and we cannot warranty something we have not manufactured. A fall from a car can be pretty harsh for any phone inside any case. We do offer extra added protection. That said, there may not have been a case out there that could prevent against a sharp fall onto concrete or asphalt. 

While we cannot assist with the device itself, we may be able to offer a third party refund on the case, if you do not want to proceed with the warranty. For that we need a standard warranty photo, a photo of the damaged device, and an itemized receipt showing you purchased the case within the last year. For a standard warranty we just need the case photo. Either way, we need some more contact information, including permission to use this email in that incident, so we can reach you via the incident. We do not have an email address on file for you otherwise.

Please let us know if you have any questions. 

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I was told/under the impression that otter box covered damage done to the phone, like I said I drive a *****, there is no way my phone should have shattered being in your case from such a small fall, if that was the case, I would never have spent such a ridiculous amount of money on your product! If the situation is not fixed I will be contacting my lawyer! My email is ************************** I would LOVE to send you all receipts, photos, etc...you can also feel free to call **********

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

I am happy to send you a link to our limited warranty text. 
https://www.otterbox.com/en-us/warranty-full.html

The offer to see if we can help you with a third party refund on your case still stands, though we do need more information.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response becauseI have provided my email as asked for pictures to be sent and have not been contacted, I will be contacting a lawyer of this issue is not resolved. Worst customer service ever 

Regards,

******* *****

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any frustration this has caused.

Also, thank you for letting us know we can use that email to reach out to you through our customer service system. We had been waiting to hear if any of our offers might work for you we bothered you with additional emails from our customer service system. Per your request, I've gone ahead and sent you a request for photos from that incident. To reiterate our offer: we are happy to get you a replacement on your case. You also may qualify for a third party refund on your case.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:
I was still under the impression and was told that otterbox cover damage done to phones while on the case, I have called ***** and a screen replacement is $130 which I would like to be paid for since the case did not hold up as advertised and as I was told it would
******* *****

Business Response: Dear *******,

Thanks for reaching out to us, and sorry for any continued misunderstanding.

Per our limited warranty, we cannot assist with the device. 

We do apologize if anyone implied in any way that we replace devices, as they are misrepresenting what we can do. 

Our offer to get you a replacement case, or possibly a third party refund on the case, still stands.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:
I was told that the otter box covered my phone, there is no reason my phone should have shattered in the defender series case, I am very upset and disappointed with the quality of your products for the price! Again, ***** said that it is $130 for my screen to be replaced which I would like to be reimbursed for, if I would have known how cheaply made your products were, I would have gone with a different case 
******* *****

5/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The otter box case is damaged within the warranty period. I have submitted all requested information and the warranty statement does not include a fee: http://www.otterbox.com/en-us/warranty-full.html Nor should it. The case is less than 2 months old. This is fraudulent advertising as well as contrary to the warranty statement.

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any delays.

I have made a one-time exception for processing that warranty without a fee and placed the order. Just to clarify, we are still offering that one-year warranty. This has not changed. The only thing that has changed is how we process it. The vast majority of customers indicated they preferred a nominal shipping and handling fee to minimize turn-arounds in the warranty process, and it is absolutely our prerogative to change the warranty process as seen fit. 

Please know that, moving forward, we will need to ask for this shipping and handling fee.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. If the item is not replaced as they have indicated I will re-open the case or submit a second one. I would suggest the company include all pertinent information including hidden fees in their warranty statement.

Regards,

*** ****

5/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lifeproof Fre case from ******* with my new phone last June 2014, My case never worked properly so I contacted Lifeproof directly based on ******* recommendation. They stated they had a problem but they would mail me a new case that no longer had any problems. I have used their cases on other phones and never had a problem, however I just recently dropped my phone that was in this case and the screen cracked. The whole purpose of having a Lifeproof case is because it is good against Dust, water, Sand, Drops, etc., I contacted them today to see how I could go about getting my phone repaired under their warranty and was advised that was no longer their policy. They only replace the phone case not repair the device. That is just crazy. I was sold on the basis that this case was llike having insurance on your phone. Protection. The only assistance they offered was 10% off a new case for my soon to be new phone. This is such a ripoff. I am out the $100.00 for the case and now another $200.00 to repair my current phone.

Desired Settlement: I would like to be refunded the cost of $202.20 to repair my phone.

Business Response: Dear *****,

Thanks for getting in touch with us. We are sorry this has been a distressing experience.

Per our limited warranty, we are not able to assist with your device. That said, I am seeing you also asked if we could get you into a ****** ** case. That we can absolutely accommodate. All we would need is a standard warranty photo along with a photo of your damaged device. I will go ahead and send that request from your original incident.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I would like to have the Coral case for the ******* ****** **

Regards,

***** ********

Business Response: Dear *****,

Thanks for letting us know your color selection. We are absolutely happy to help you with getting the correct case and in any solid color you like. 

We are not totally sure what color you may be referring to. What I can do is send you an email from the incident and we can work out those details. We also still need those photos as requested.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:
Reply to Lifeproof:
I attached the picture on the previous response.  I can email this direct if you provide the email address you would like it sent to.   The new case is for a ******* ****** **. The coral color is listed as an option on your website 

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

Regards,

***** ********

5/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: No response to 04/14/2015 request to Otter Box Accessed ******* Website through The ****** ******* ******** ****** which offered specific discount. Could not complete process so I called Otter Products gave them specifics of phone case needed (Page 2 of Attachment) and completed order. It's important to note that I am on weekly ************ Treatment so when the case came, I didn't check if because I had given the case information to OtterBox so I didn't think I needed to check it. When I finally felt up to activating phone and putting it in the Otter Box case, I realized they had sent me the wrong case and I contacted them on April 14, 2015 and have never heard from them. While I became aware after the fact that they had a 30 day return policy, as I've explained, there are extenuating circumstances and all I want is the right case I paid for. Additionally the case they sent me, had a "**** ***" sales sticker on it, explain to me why I'm getting a recycled case. There are attachments that support my statements but I can not find anyplace to attach them.

Desired Settlement: Although they never gave me the 10% ******** that they promised; sent me a recycled case, all I want is the correct case for the ******** **** "*" *** Cell Phone that I asked for over the telephone, a prepaid Return Merchandise Label for the correct case and I will considered this matter closed.

Business Response: Dear ******,

First off, thank you for getting in touch with us and we are sorry to hear of your ongoing health concerns. 

We did process that 10% refund. That credit memo was posted on Mar 06 2015, and would have appeared in your bank statement about 3-5 business days later.

We are seeing quite a few different email addresses from you in a number of different incidents, which is one reason we may not have been able to line up all of your incidents. The email you used here is one, then we are also seeing another 2-3 emails that are very similar but with different domains. We did reach out to you from one of those emails back in April. We were inquiring if you wanted to do an RMA or a warranty and never heard back from you.

There are three options at this point. 

The first option is that I am willing to make an extremely rare exception to offer a refund on this case, but it would need to be returned to us, and it would be less the 10% we originally took off of it.  

The second option is that we could make an also very rare, one-time exception to get you the case you need. If you could let us know the model number of the phone we can see if we do in fact have a case for that. If we do have the correct case, we would ask you send the case back, at your own expense, using a shipping method that has tracking.

The third option is to investigate if you actually do have the correct case but it is defective and has a poor fit. I am guessing this is unlikely, but it would be another option. For that, we would need you to send us the correct warranty photos along with the model number of your phone. 

As for our sending you a case with a **** *** sticker, I am a bit confused, as I have never heard of such a thing happening. We don’t sell recycled cases. 
If you could let us know which option you would like to go with, we can begin to resolve your situation. Also, if we need to find out your **** email address that we can use for all incidents so we can tie all these issues together. 

Please let us know if you have any questions.

Best,
*****

Consumer Response: Better Business Bureau:

I presume you will forward this response on to Otter Box, if not let me know.

First of all, Otter Box could have corresponded with me using any of the e-mail addresses they have on file and I would have received the response. 

Secondly, of the choices offered, I am optioning for the second (2nd) option as I would like the correct case.  Below is the Model Number:


Model:  ******** "*" 2nd Generation - ***

Because I spoke directly with the Otter Box Rep, I presumed I had the right case and when it didn't fit, I did take it to several sellers of  Otter Box cases in my area and they advised me I had been shipped the wrong case.

When I receive the correct case, I presume Otter Box will supply a Return Merchandise Authorization (RMA) for the existing case which I will use to return the case I currently have.

Thank you for your assistance.

****** *******

Business Response: Dear ******,

Thanks for reaching out to us. We are sorry for any delays.

We are seeing that is what you were supposedly shipped, though sometimes there is a mispick in shipping. We ideally like to see a photo to verify a mispick and to assure we are resolving your situation. We would be happy to resend that **** * 2nd Generation Defender case (*** ********)  in black again, but if we could see a photo of what you did receive, and we could see it was in fact not the **** * 2nd Gen case then we will gladly send that case out to you again. 

Please let us know if this will work, and please let us know if you have any questions.

Best,

***** 

Consumer Response: Complaint: 10616339

I am rejecting this response because:  there is a disconnect on the Model Type phone that is being referenced.  I do not have a ******** **** "X" phone, I have a ******** **** "*" 2nd Generation *** Phone.

I am attaching a scan of the purchase order for my cell phone.  Please note it is "*" not "*".  One of the Salesperson I talked to who sells Otter Box Cases, said the case I need is similar to the ******* ** (*) phone.  My **** "*" Phone has a slight curve to it and the case you sent me will not snap together because of the slight curve.  

If the case I need is no longer in production, than the only other recourse is a refund.

Regards,

****** *******

Business Response: Dear ******,

Thanks for getting that valuable information to us. We apologize that this has been a drawn-out process.

We absolutely never had a case for your device, and we should have done more to help you identify your device at some point along the way. 

I am going to make an additional exception for you to not require getting that case back to us. I have gone ahead and processed a credit refund for your original purchase. This will be less the 10% ($5.00) ******** you received on the original order. This will show up on your bank statement in about 8-10 business days. The reference number for this refund is **********. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I am very appreciative of BBB for your help and I thank Otter Box for their resolution on this matter.  

Regards,

****** *******

5/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the nuud case for my **** ***. It claims too be "shock proof." The first time my **** was dropped from only a couple of feet, the **** busted. The case did not do what it claims to do. I do not want another case, I would like a refund. I now have a busted ****. I called customer service. They were no help and would not let me talk to a manager. I'm dissatisfied with the product. It doesn't do what it claims to do, and I would like my money back.

Business Response: Dear *****,

Thanks for getting in touch with us. We apologize for any distress this may have caused. 

We normally are not able to process a refund on a case outside of 30 days. Due to the extreme dissatisfaction you have experienced, I will allow
we can get that processed for you. However, we do need a couple of things from you.

Upon acceptance of this offer, I'll send and email with more detail from the original incident.

What we will need is:

1) Standard Warranty Case Photo along with 2) Damaged Device Photo

We can see the original order, **********, in our system. 

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Better Business Bureau:

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

Regards,

***** ******

5/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an Otterbox defender ****** * **** all black case in October 2014. The case is defective and the company verified that the cases were manufactured with a trampoline defect and that I indeed purchased and received a defective case. I received an replacement case in February 2015 and this case is also defective. I called again and told them that I didn't want another Otterbox case. I was told that I would receive a Lifeproof case, but it has been over 4 weeks and the case is still on backorder, with no estimate time of arrival for the case. Meanwhile, I am missing calls on my phone because I am unable to answer my phone. I had a family emergency last week and several times I could not answer my phone. I was told that I cannot receive a refund, but they would be more than willing to send me another case, but is would not be the color I ordered. Otterbox received my money without any issues, but wants me to keep a case that I cannot use, send me a case that is not what I ordered, or have me wait for a case that they have no idea of when it will be available for delivery. This is totally disgusting, unprofessional and unacceptable.

Desired Settlement: I tried to be patient and work with Otterbox. Being patient has done absolutely nothing for me and now they are using my patience as a reason to issue me a refund. I did not get what I was supposed to get when I paid for this case and it is only fair that they issue me a refund. This is the poorest customer service and I will never purchase another Otterbox case again. I want my money back, plain and simple. Otterbox can resolve this issue by issuing me a refund.

Business Response: Dear ********,

Thanks for reaching out to us. We are sorry this has been an upsetting situation for you, especially if there were emergency calls that proved difficult to take with the current case.

We are not able to provide a third party refund on your case. We are only able to process refunds when you have purchased the case from us, and even then, only within 30 days from the purchase date. We did already make a very unusual exception to switch you between OtterBox and LifeProof brands: this is something we essentially never do. We could, as you are aware, speed up the process of getting that ****** * **** Nuud case to you by switching from the black case to a white case. 

Please let us know if this color change may work for you, or if you have any additional questions or concerns. 

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:

1) I do not want a replacement defender case, you already sent one and it was defective.
2) You are unable to send me the case that I asked for.  You seem to forget that the customer comes first and YOU DO NOT HAVE THE RIGHT TO CHOOSE A COLOR FOR ME WHEN I PAID MY MONEY FOR THE CASE I WANTED. THIS IS NOT ABOUT YOU. It's insulting for you to think you have that right. You are not resolving and issue by doing that, you're trying to "shut me up".  If I wanted to color you want to give to me, I would have ordered it on my own. I didn't need your help with that. Duh.
3) I did not get what I paid for and for that reason alone, I am due a refund. No one should keep a case that doesn't work.  One of your representatives told me to take off the plastic protective cover, knowing that if I did that, that would be tampering with the case and voiding the warranty for a replacement case.  A very dumb idea and you need to retrain your staff.  They should not be telling customers to do that. One again, DUH!

I want a refund charged back to my credit card in the amount I have requested. THAT'S THAT.

Regards,

******** ****

Business Response: Dear ********,

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,
*****

Consumer Response: Complaint: ********

I am rejecting this response because:

Oh my ***!?!?! Are you people crazy or you get a rise out of making your customers out of liars? I BOUGHT THIS CASE DIRECTLY FROM OTTERBOX WITH MY CREDIT CARD. ONCE AGAIN, A CREDIT CARD, NOT A DEBIT CARD. The fact that you are unable to find my order in your system confirms that you don't keep good records or have a reputable archival system.  You have a lot of nerve accusing me of not purchasing this case directly from you.  If you looked at the notes from when I spoke to two of your representatives you should have seen the order number in the notes or your customer service representatives are failing to keep accurate notes.  On the two occasions that I called, I gave them the order number.

You're only reiterating your unprofessionalism.  Even if you had doubts about how and where I purchased the case, you would have contacted me via email to get the order number instead of accusing me of not buying the case from you directly. This is funny (sarcasm)....I bet you can retrieve all of your profits if your supervisor or upper level management requested it, but somehow you can't seem to find MY ORDER NUMBER. 

Keep looking....it's there, or like I said before, you should have contacted me for the order number via email. It's easier for you to call me a liar instead of handling this in a professional manner. The only one that's lying about where and how I purchased my case is.........YOU.

I've purchased several cases from Otterbox over the past few years for several devices.  I can promise you this.....I will never buy another case from Otterbox and I will make sure that this BBB complaint gets to all of the people that I know so that they will know how you've treated me. I don't care how much technology advances, there is something really powerful from the "old school" concept called "word of mouth".  It will never grow old, die or go away.  Technology fails all the time......word of mouth, NEVER DOES. A little advice given free of charge and you should really take that advice under serious consideration.

Regards,

******** ****

Business Response: Date Sent: 5/7/2015 7:46:44 PM
Dear ********,

Thanks for reaching out to us again. We are sorry this has been distressing for you.

We did finally find your order but it was very difficult. The order is under a "**** * ****". Previous incidents noted that you purchased the case in January as well, but it was actually October, at which point our bank would no longer show it. So you know, providing us with this information, or with the original order number that we emailed to you when the order was placed, may have helped us find it in a more expedient manner. We were not in any way accusing you of being a liar. This is why we asked if the order was under a different name or if there was any other information you could provide. 

The warranty, reference **********, has shipped. At this time we cannot do a refund on your original OtterBox order. If you choose to ship that case back, we can do a refund, but only upon us receiving the case we just sent back from you. The refund would be in the form of a check, as this information is no longer in our banking records. The original order number is **********, so you have that as a reference. 

Thanks,

*****

Consumer Response:

I purchased an Otterbox defender ****** plus all black case in October 2014. The case is defective and the company verified that the cases were manufactured with a trampoline defect and that I indeed purchased and received a defective case. I received an replacement case in February 2015 and this case is also defective. I called again and told them that I didn't want another Otterbox case. I was told that I would receive a Lifeproof case, but it has been over 4 weeks and the case is still on backorder, with no estimate time of arrival for the case. Meanwhile, I am missing calls on my phone because I am unable to answer my phone. I had a family emergency last week and several times I could not answer my phone. I was told that I cannot receive a refund, but they would be more than willing to send me another case, but is would not be the color I ordered. Otterbox received my money without any issues, but wants me to keep a case that I cannot use, send me a case that is not what I ordered, or have me wait for a case that they have no idea of when it will be available for delivery. This is totally disgusting, unprofessional and unacceptable. I was accused of not buying an Otterbox case from Otterbox. It was defective. *****, who was responding to my first complaint, lied and said I never bought this case directly from Otterbox. I have a copy of the receipt that came DIRECTLY FROM OTTERBOX. Who is the liar now?!?!?!

I want a refund.

 

Consumer Response: Better Business Bureau:

Otterbox has agreed to send me a refund for the Otterbox defender ****** 6 case that I found to be defective in the amount $75.54. I will be shipping the case back to Otterbox on 5/15/15 with delivery confirmation via ****.


Regards,

******** ****

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called otterbox customer service in Fort Collins Colorado today. I have been a long time customer of the company and I owned 3 cases for my last **** before my aunt recently updated me to a newer **** *** *. I called to see if Otterbox could exchange the 2 replacement cases I still have that are still in retail packages for cases for my **** *** *. I was yelled at and not given a chance to talk and was cut off every time I made a statement. I was told as an exception they would send me one case for the two I still had. I understand it's an exception but why would I agree to the terms of sending in two cases for just one. I feel the treatment of customer service was unfair and uncalled for and I want a person that is higher up in the company to look at my concern and try to help me.

Desired Settlement: I want an even exchange.

Business Response: Dear *****,

Thanks for reaching out to us. We are sorry for the distress you have experienced. We also apologize if you perceived we were in any way short with you. 

We looked further into your incident and it does appear that we made a rare exception to set you up with an upgrade and exchange for a new case. We generally do not do exchanges or upgrades at all, and we determined that this particular resolution would be fair and reasonable due to the fact that the previous cases, for the earlier model ****, were from an older warranty from some time ago. We do hope you will enjoy your new **** *** * case. 

Please let us know if we can answer any additional questions.

Best,

*****




5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A girl I called on 04/13/2015 said the $7.48 Fee would be waived but I called in today and they said the cases had not shipped because of that Fee was not paid so I told them the story but they said they were not going to wave the Fee so It had been a couple of weeks and I told my self I'm not waiting anymore so I paid it.

Desired Settlement: I want the $7.48 Refunded back to my card.

Business Response: Dear *******,

Thanks for reaching out to us, and sorry for any concerns.

I looked into the incident, and determined that we did not offer a fee waiver: we only checked to see if it was possible. At that point, a manager determined that we would have to collect a fee but would allow a color change.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: It was a different person I spoke to about the Fee being Waived. So I want my Refund. 

Regards,

******* ******

Business Response: Dear *******,

Thanks for getting back to us. I do apologize this has been a frustrating experience. 

I looked into this incident a bit further and can offer a little more detail. I am seeing that the first agent you spoke to definitely requested payment but was not able to get the payment information at that time. Upon your second call, the next agent, as is our standard procedure, checked with a manager to see if the fee could be waived. The manager stated that we could not waive the fee but could do a color change. 

The fee has already been processed. We will not be able to reverse this fee. 

Please let us know if you have any questions. 

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I spoke to a total of three agents not two.

Regards,

******* ******

5/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently bought the Lifeproof NUUD Series phone case for my ****** * due to the fact that I was traveling to ******, ****** this past week. The box, website and all other advertisements display clearly that the case will protect your phone from WATER, DIRT, SHOCK & WIND! After I had taken many photos from our vacation I decided I wanted to take an underwater picture. The case is 100% NOT waterproof at all. I feel if you advertise a $100 phone case to protect you against all things advertised it should do so. Life proof has a policy to only cover the case itself NOT the phone unless you buy it directly from *******. False advertisement and baiting at its finest!

Desired Settlement: I would greatly appreciate Lifeproof if they would replace my phone for me since their product failed to fulfill the duty it "guarantees" the case will do! ******* are NOT cheap devices and I need mine for work. I need my phone replaced and Lifeproof needs to change their warranty and policy information!

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you have experienced. 

As has been already explained, and per our limited warranty, we are not able to assist with the device. There is nothing in our advertising or packaging that promises otherwise. We do apologize if anyone gave you misinformation about our policies regarding devices. We do encourage all customers to do a proper water test on the case before using it. That said, the LifeProof case is not meant to be an insurance policy on the phone. 

It does look like we got the process rolling for getting you a third party refund on your case. Please feel free to continue submitting information for that, as a third party refund on a case is definitely something we can help with, as long as we receive the correct information.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: Your products packaging literally has a phone sitting in water on the front of the packaging. It's completely ridiculous that your "business" believes you're not responsible for replacing a phone when people pay $100 for your worthless product. I WILL be filing a suit against your company for false advertisement. I lost many precious memories from my family vacation in which I bought the case especially for. I'll never get those back and it's all thanks to your failed product. This is NOT over I promise you that!

Regards,

****** *****

Business Response: Dear ******,

We are sorry for any continued difficulty with this issue.

What we are able to offer you is that third party refund on your case. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I already have my refund from the retailer and a suit has been filed! Thanks 

Regards,

****** *****

5/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Defender Otterbox for my cell phone through my cell phone carrier when I upgraded my phone. Within a week, the screen was already scratched. I contacted Otterbox to receive a replacement. I was unaware Otterbox had changed their warranty and now charged a fee to replace a their product when it does not perform as it should. I feel like the product should have held up for more than a week, and since it did not, I should not have to pay for a replacement.

Desired Settlement: I would like the amount that I was charged for a replacement to be refunded.

Business Response: Dear *******,

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,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:the screen protector scratched within a week of using it. After paying $50 for your case, it should not scratch so quickly & when it did, it should have been replaced free of charge. I would like a refund of the $7 I paid to replace this subpar screen protector. 

Regards,

******* *******

Business Response: Dear *******, 

Thank you for reaching out to us and sorry for any delays.

I have gone ahead and processed a refund on the Care and Handling fee. The reference number is **********. This should show up on your bank account in 8-10 business days.

Please know this is a one-time exception, as we normally do charge this fee for all warranties.

Also please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

******* *******

4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased the Lifeproof nuud case for the ****** * **** and have now received 3 different warranty replacements totaling 4 cases because every single one has a manufacturing defect that has no been addressed and that I have had to call and complain and waste my time regarding several times. Once the phone is in the case you will notice a gapping occur on the top of the case in which the case starts out firmly together then starts to gap out allowing about the size of a fingernail in to the top of the case. Upon further testing when playing music you can hear the music and other sounds coming from this gap as well letting one know that it does allow air flow. I refuse to use this case in its current situation let alone should this company be allowed to sell a defective case. I have even had confirmation from a lifeproof customer service rep over the phone with the same exact case model phone etc. that they see the same problem. Also the bottom port cover for the lighting port blocks any third party lightning connectors.

Desired Settlement: I want the case that I bought and paid for delivered to me in a timely manner and not defective. I want the company to cease production of the current model and fix the garbage they are producing because that is what it is it is trash at this point that sits on my dining room table waiting for a correctly made case. Each case sells for approx. 99.99 so the company has waisted over 400 dollars in revenue just on my situation alone and I am positive there are more people with the exact same problem. So I want someone from the corporate side of this company to contact me and fix this issue for my time waisted and money waisted. It has now been several months since my original order and I have been without a case because of a terrible lapse of judgement on this companies part allowing improperly made cases to be sold to the general public.

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry your experience has been upsetting. 

I am seeing that we did just today order you a third replacement. We know that the case has not been to your satisfaction. We definitely appreciate your letting us know of the defects you have seen on the product you have had, and will pass notes on this on to our design team. As for the issue with the lightning port, we are not able to design our cases to accommodate third party accessories, but we will definitely, as a courtesy, pass your concerns on to our design team. 

It does look like you still qualify for a refund on the case, for order **********. We could possibly set that RMA up for you if you like. We would, as a rule, need to get the three cases already sent to you, along with the original case, back to process the RMA. That includes getting us the one that is now going out to you today. 

Please let us know what might work for you.

Best Regards,

*****




Consumer Response: Complaint: ********

I am rejecting this response because:
I stated several times that I do not want a refund I just want a non defective case out of the box. As for the case that was ordered today I will wait and see. It is arriving on Tuesday of next week and will promptly take a look at it to see that it is free of any defects. 

Regards,

******* *******

Business Response: Dear *******,

Thanks for letting us know of your continued concern, and sorry for any additional time invested in the issue. 

We do hope the current case being shipped will resolve your issues. Please do not hesitate to contact us with any concerns or updates.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I have received the case and it has the same issue with the gapping. I am wanting to just refund the case at this pint and look into another company for a case 

Regards,

******* *******

Business Response: Dear *******,

Thanks for letting us know, and sorry for any continued frustration with our product.

We do see you were able to get that RMA set up earlier today. It does look like we have reversed the shipping charges on that RMA as well. 

Please let us know if you have any additional questions or concerns.

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

******* *******

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED AN OTTERBOX DEFENDER SERIES CASE FROM ***** ***** (ENTERPRISE, **) IN JULY 2014. MY PHONE WAS ACCIDENTLY DROPPED (ROUGHLY 2FT) ON 13 APRIL 2015. THE PACKAGING ON OTTER BOX DEFENDER SERIES STATES THAT IT IS TO PROTECT THE PHONE FROM DAMAGE FROM A FALL UP TO 6 FT. THE PRODUCT DID NOT PROTECT THE PHONE AS COMPANY STATED ON PACKAGING! NOW THE COMPANY STATES THEY WILL SHIP ME ANOTHER CASE FOR $7.OO BUT WILL DO NOTHING ABOUT THE SHATTERED SCREEN OF MY PHONE. I AM ONLY WANTING THE SCREEN FIXED ON MY ****** ** DUE TO THE CASE FAILING TO PROTECT MY PHONE AS COMPANY SAID IT WOULD.

Desired Settlement: I WOULD LIKE THE OTTERBOX COMPANY TO FIX THE SHATTERED SCREEN OF MY ****** **.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you have experienced.

As we have explained, per our limited warranty, we cannot assist with damaged devices. There are many factors that can go into a damaged device, and there is no case out there that will 100% assure you will never have damage to your phone. The case does not act as an insurance policy, and we cannot warranty something we have not manufactured. 

We are happy to help you out with a replacement on the case. Some people also qualify for a third party refund on the case if they are able to produce the itemized purchase receipt for the case, along with showing pictures of the case and the broken device. We would be happy to work with you further to either get you a replacement case, or see if we might be able to get you a refund on your case. 

Please let us know if you have any questions. 

Best,

*****

4/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have purchased a screen protector (alpha glass) for a smart phone, at time of purchase we called and the representative (recorded phone call and I am sure its still on file from Nov 2014) stated that the product was lifetime warranty free of charge.

Desired Settlement: Replace the product as was told to us (on recorded phone conversation by company representative) at no charge. This is what we signed up for. Otherwise we would have purchased a different otterbox case that does not require the separate screen protector. Thank you Sincerely, ***** ******

Business Response: Dear *****,

Thanks for getting in touch with us. We are sorry for any distress this issue has caused.

Please do know that we are still happy to get you that replacement. We are willing to get it to you for free this one time, though we would need photos as per usual. Please know this is a one time exception, due to said distress. 

To address your larger concern: the OtterBox limited warranty is, and always has been, a one-year warranty. Any other information you may have received would have been on the level of rumor. The life cycle of electronic devices is so short that there is no way we could promise we would still be manufacturing original ****** cases, for example, five or ten years later. That said, even though the warranty is for one year, we are happy to replace parts for as long as we have them in stock, provided the warranty requirements are met. 

It is our prerogative to change the warranty policy as we see fit. It this case, the vast majority of customers preferred to pay a nominal fee for the warranty in order to greatly reduce the turn-around time on the warranty process. We do apologize the change was upsetting for you. The change was not meant to trick customers in any way. On the contrary: we looked to customer satisfaction in implementing this change. 

Please let us know if you would like to get that warranty process rolling again, or if you have any further questions.

Best,

*****

Consumer Response: Better Business Bureau:

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

I do require your contact information to process this case please.  Dealing with others may prevent from having a smooth outcome.   Please feel free to contact me at my email with your information to email the pictures to.

Thank you

Regards,

***** ******

4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My otter box case for my **** is falling apart. This is the replacement that they sent me for the first one that fell apart. They want me to pay 6.99 plus taxes to replace a case that they sent me to replace the first one and both are defective. Sorry sorry sorry product

Desired Settlement: I want a new case free of charge

Business Response: Dear *******,

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 ************ and we will be happy to get that warranty rolling for you.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

******* *****

4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purcha*** a Lifeproof NUUD Waterproof case for the ****** * just about 30 days ago. I have followed their water testing protocol is to submerge the "waterproof" case on a dummy ****** for 1 hour. The case succeeded and was ready for the my ****** *. Few days later on vacation the case was tested/u*** at the beach. Unfortunately moisture developed inside the case resulting bricking my ******. I have contacted LIFEPROOF customer service and was told that they can't do anything about it. I asked about not getting covered for its "PURPOSE", the teller jsut told me I am sorry, but to take it to you ***** Store or nearest **** ***. ***** or **** *** did not cau*** this! Lifeproof/OTTERBOX made this case and advesti*** it as waterproof. I am left without a phone and unfortunately ***** does not cover water damaged phone which LIFEPROOF cau*** it to be.

Desired Settlement: ****** * (128gb ****** ***** Black) replacement

Business Response: Dear ***,

Thanks for getting in touch with us. We do apologize for the distress you are experiencing.

I cannot find your original incident, but as you have indicated, you have been informed that, per our limited warranty, we cannot assist with damaged devices. If we have not done so already, we are happy to get you a replacement of your case. We may also still be able to get you a third party refund on your case. For the first, we ask for a photo of the case along with some hand-written information (name printed, name signed, current date and serial numbers from the front and back of the case) on a sheet of paper placed in the photo along with the case. For a third party refund, we need that first photo, plus a photo of the broken device (with name and date in the photo), and an itemized receipt showing the case was purchased within a year ago from **** *** (also with name and date in the photo). 

If you could let us know the email address you used when you contacted us, or the incident number from when you contacted us, I would be happy to send you the information for either resolution. 

Please let us know if you have any questions.

****,

*****

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an otter box. I was told it is warranted for life and would be no charge. I purchased my otter box december 20, 2014. I call outer box to report I broke my holder for cell phone and was ty old a newwwwww policy starting March 31, 2015 has changed my existing contract. I would now be charged alm I st 7 dollars for care and handling. I spoke to ****** and blend both said same to me. How could a company change my warranty after my deal and purchase was completed??? ************ is my cell. Thank u sincerely ****

Desired Settlement: I would like my original contact honored

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays. 

We have changed our warranty system to request a nominal Care and Handling fee to make the processing of that warranty more swift and efficient. We determined that a majority of customers would be happier paying this fee if it meant fewer turn-arounds in the warranty process. We do recognize that change can sometimes be a difficult thing, but want to impress upon you that this change is, in the long run, so we can get you your warranty with less hassle. Bear in mind that you still have that one-year warranty on your OtterBox, and that we are even still happy to replace any parts that we can for as long as we still have the parts available. All that is changed is the warranty process. 

Please let us know if you have any questions.

Best,

*****

4/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have had my ****** case replaced through Otter Box multiple times due to cases not operating right. Each case I have had through Otter Box has became terrible after a few months. Today, I went online to file a new case, and before you submit it requires me to enter my credit card. The problem is that IS NOT SATISFACTION. Otter Box has helped me a lot and I buy a lot of products from this company. Requiring someone to pay $6.95 is not providing a warranty. Its making someone pay to replace an issue that was caused by the company making the case.

Desired Settlement: I ask that Otter Box replace my case, or provide me a better option towards cases in order to not damage my $750 device. Obviously the Defender is not Defending phones.

Business Response: Dear *******,

Thanks for getting in touch with us. We do apologize that our new warranty process took you by surprise.

We have determined that with this nominal care and handling fee, we can get your warranty to you swiftly and easily with minimal turn-arounds. Please feel free to give us a call at ************ and reference incident 11569733. I have set up a new incident for you in order to make a one-time exception for you to waive that fee. Please know, however, that this is a one-time exception. From here on out, we will require that fee for any warranty claim. Please be prepared to verify all of your contact information when you call, and have your case in front of  you. We still may also need photos of your case as well.

Please let us know if you have any questions.


Best,

*****

Consumer Response: Complaint: ********

Hey *****, Thanks for getting back to me, and I would like to thank BBB of Northern Colorado. 

As I mentioned in the previous message it was about how I have had 5 or 6 of the same phone case over, and over again. Is there anything we could do to get me a long last phone case? I heard in the past that a agent could have provided me a different type of case. I rejected the offer because it was valued wrong for me. 

Would there be anything we could do? I use my phone a lot, and I believe the silicone wears down in a week or so. 

Thanks again to the BBB of Northern Colorado, and to the Otter Box team for responding swiftly. 

Regards,

******* ******

Business Response: Dear *******,

Thanks for getting back to us. I am happy to be of assistance and apologize that you are dissatisfied with our product.

We normally are not able to make multiple exceptions on a warranty, but I can certainly go over options to get changed out to a different case for the same device. If we need to get you a couple of products, such as a case at a lower price point along with a screen protector, to bring you up to the same price point, I can make that exception. Please do know, however, that, like waiving the fee, this would be a one-time exception, and that any future warranties would be based on that new case.

I do encourage you to give us a call at ************ and reference Incident ******** when calling. I have also sent you an email with the photo requirements for the warranty should you care to resolve this issue via email.

Please let me know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

*****, 


I am going to go ahead and close this complaint as you personally reached out to me via email. I have not heard back since replying to that ticket. I requested the same old Defender, as the Commuter was not able to assist me, and does not provide a better protection then the defender. I spoke to a lady last night using the Incident number you provided me, and I felt like I was being rushed. Grant, I understand Otter Box has grown since the first time I started to buy products from them. 

BBB: If I hear nothing back regarding the ticket, I will go ahead, and have you guys bump them regarding this. 

Thanks!

******* ******

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pre-order case from this company. The first one I bought was defective. They replaced it with a second case. The second case was also defective. After 3 weeks of emailing the company, that still have not responded to me to refund or replace the case with a properly functioning one.

Desired Settlement: I want a refund, in full, or a case that properly functions as advertised

Business Response: Dear ****,

Thanks for letting us know about the distress you have experienced and sorry for any delays on this issue.

We are seeing that an RMA was successfully set up this morning. Please let us know if you need further instructions regarding the RMA process, or if you have not received the shipping label. I have even removed the freight charges on that RMA due to the damage on those cases. 

Please let us know if you have any questions.

Best,

*****

4/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new ******* ****** ** on October 3, 2014 and purchased a new Lifeproof "Fre" case at the same time. Approximately 1 1/2 months ago the charging door of the case broke completely off. I went to Lifeproof 's website and filed a claim and at their request provided photos and the serial numbers located on the case. Since then they have emailed me twice requesting the serial numbers that I have already provided to them. I feel this is unnecessary and the should honor their warranty on a product I paid$80.00 for.

Desired Settlement: Lifeproof should honor their warranty of replacement

Business Response: Dear ******,

Thanks for reaching out to us. We are very sorry for any delays that we may have caused. 

It does look like we dropped the ball as far as your warranty is concerned, and that you did provide all the information we asked for in that first photo. Moving forward, we will work to be more diligent about such details in order to avoid needless turn-arounds, and will do any needed coaching on the matter. 

Please let us know if we may be of further assistance. 

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

****** ***********

4/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a LifeProof case on July 16, 2014 for an ****** **. I had the LifeProof on my case and my phone still received water damage. Due to the phone receiving water damage, the phone no longer works. I contacted LifeProof and the company informed me that they are unable to repair or replace the damage the phone. The company puts in writing that the LifeProof case prevents water damage from your device. The product obviously does not provide that guarantee.

Desired Settlement: I would like for LifeProof to replace my damaged phone either by replacing my phone or providing me monetary compensation to replace the damaged phone. I do not want another LifeProof case which I spent $80.00. I would like to replace my phone which cost $649.99.

Business Response: Dear ********,

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,

*****




Consumer Response: Complaint: ********

I am rejecting this response because:the case that I purchased was supposed to prevent water damage to my phone and it did not prevent water damage. I would like to be reimbursed for my cellphone which is $649.99 since the phone no longer works.

Regards,

******** ******

Business Response: Dear ********,


Thanks for getting back to us. Sorry for any delays. 

As we have explained, we cannot assist you with your device.

The check refund for the case has already been processed. That is the final thing we can do for you on this issue through our customer service department.


Thank you,

*****

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two Otterboxes through ******* for two ****** ** phones from *******. While in the Otterbox case both phone screens were cracked after a fall from hand to the floor. The case was purchased through ******* because of the assurance of the cases protection to the expensive phones. When I contact ******* they were under the impression like me that the company stood behind their assurance that the case would protect the phone. After speaking to a representative and a manager for Otterbox they said that they only insure the case not the electronic device that it is designed to protect. The advertisement on the website says the following for the cases I purchased: ****** ** ******** ****** **** ************ Elegant, effective ****** ** security Fusing modern design with trusted OtterBox protection, the ****** ** ******** ****** case proves safety can be stylish (ad online) http://www.otterbox.com/************************************************************************************************************************

Desired Settlement: I would like Otterbox to assist in the glass repair of both ****** ** glasses. I would also like them to make it know that they do not secure the devise just the case.

Business Response: Dear *** *****,

Thanks for letting us know of your distress and sorry for any misunderstanding about our warranty policy. 

There is no statement in our packaging that will warranty or insure the device, and we apologize if you were misled in any way that we might. Per our limited warranty, we cannot assist with the device. We do try to give you extra, added protection on your device. There is no case out there that will assure there will never be damage to your device, and no case can assure for every possible combination of conditions in a fall, such as speed, velocity, surface temperature, or pre-existing defects to the device. 

It does look like we have offered you a third party refund on that case. We are still eager to assist with this. We just need the requested information to proceed on this.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: the business advestises protection of the device not the case. Please view online advertising to support my claim. I would not have made the purchase if Otter box did not express its protection of electronic devices. 
The advetisment says it protects against drops.  I know nothing is 100% but two different devices are ruined. I read online about so many people who were also deceived by the false advertisement of the product. This is unfair. When you use a seat belt you want it to secure the person not the seat belt. When you buy a phone case you are looking to protect the phone not to ensure the case. 
Regards,

*** ***** *******

Business Response: Dear *** *****,

Thanks again for getting in touch with us and sorry for any delays.

I am happy to include a link explaining our limited warranty:

https://www.otterbox.com/en-us/warranty-full.html

As stated, we are happy to assist with that third party refund on your case.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because refunding the cost of the cases doesnot help with the costly $200. Dollar repair of both ****** * **. 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 ******* 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,

*** ***** *******

4/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint to replace my damaged product. I submitted the photos as requested back in December of 2014. Since then I have not received my replacement otterbox. I have called several times and spoke to several agents who have all requested that I resend my photos and replacement request. I've resubmitted 3 times. However, I've never received my products replacement. The last correspondence from otterbox was that I needed to resend pictures again. This is now 2015, and this process is excessive. I just want my replacement otterbox like their warranty claims. I don't want otterbox to falsely advertise a warranty they don't honor.

Desired Settlement: I want my new plastic case and the rubber encasing around it.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

We absolutely want to help you out and get you a replacement on your ****** ** ******** case, but the concerns with the photo largely have to do with clear and up-to-date information being in the warranty photo. The photo that was sent to us last month was already three months old. 

I am sending you a request for a single photo: please make sure that put your signed name, printed name, product code, and current date on a sheet of paper visible in that photo. Once we get that one picture, we will be happy to send you the replacement for you ****** ** case in the color of your choice.

Please let us know if you have any questions.

Best,

*****

4/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My claim was processed for the water proof warranty after my phone case failed. The company was very nice by phone and set up my claim with a fee of *0$. The replacement case was sent to my billing address by the shipping department instead of my current address. It was 2 weeks from initial claim until a replacement phone and case were received at the correct address. The phone immediately had issues, including poor voice quality. The replacement phone quickly started having more problems until it turned off and was unusable. The company was contacted again and a new phone was shipped to my new work address a week later. Immediately I contacted the company as the phone was not working properly. They had me return the previous defective phone prior to shipping a new one. Perfectly acceptable. However no one shipped a new phone to replace this damaged phone. I was told the phone I sent back was locked. I even called ***** to unlock the IMEI #, however that phone was never associated with my account, per *****. Multiple issues including no contact from supervisors when I have called or emailed and even sat on hold for hours. I was told I would be credited the original *0$ for their error however I have not. The replacement phone and case are not the same as my original phone and case. I hope to resolve this quickly. I just would like a properly working ****** and case, and the return of my original *0$ as promised. Thank you

Desired Settlement: 50$ refunded to my credit card. A properly working ****** *, black with a teal replacement case.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress this may have caused.

I did get in touch with our TWPP department. It does sound like you had a chance to speak with them this morning. While there is normally a policy with having only one unlocked phone out to customers at a time, due to the difficulty with the locked phone and ***** not recognizing the phone being associated with your account, they are making a one-time exception to get that out to you. There will be both a phone and a case in the shipment that is being sent out next day. It is too late to get shipped out today, but will be shipped out tomorrow, so you should be receiving that Wednesday. While the TWPP department is not seeing any notes pertaining to waiving the $*0 fee, they are also happy to help you out with that on a one-time basis, due to the difficulty of your situation. They will be getting this over to finance, and that refund should be received by you in 3-* business days.

Again, our sincere apologies for the delays on this issue.

Best regards,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I did recieve a replacement phone and case this past week. The communication from staff was improved, however still disappointing. I was promise a shipping number and did not receive one. Also, I had to go out of my way to find out the phone reported as "locked" was not the one previously sent to me.  The new replacement phone still has small issues, I think the company needs to focus on quality checks prior to sending out replacements. I just appreciate that it works and that you took care of this in a timely manner. It is frustrating that I had to bring up attention through the BBB, when I clearly tried to solve the issue with staff and management in multiple other ways, and without anger. Thank you

Regards,

***** *******

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I live in ****** and since I knew the lifeproof products in march 2014, I bought for me and my family's ******* and *****. But I'm really upset now, because the first two cases That I bought took off the plastic screen. I believe that i's an expensive product (about 80 USD) to use for less than an year. In 28 december 2014 I sent this message to liveproof support. (support@lifeproof.com), In 02 february 2015, I resent the message. I'm still waiting for an answer. I tried to contact them to solve the problem as I travelled to *** in february 2015. I didn't receive any answer.

Desired Settlement: I belive the business should replace it or give my money back.

Business Response: ******, 

I am so sorry to hear about this experience.  It is certainly not a typical one and we would be happy to get you the case replacements you need. If an email was sent to 'support@lifeproof.com' without a warranty claim being created, it wouldn't filter directly to one of our representatives, unfortunately.  This is likely why you have not heard a response.  I do apologize for any confusion!  To submit a warranty claim, you can either visit http://www.lifeproof.com/en/contact/warranty/ or you can give our customer service team a call at: **************.  

Please do let us know if you need any further assistance!

Best Regards, 


******
LifeProof

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Lifeproof case and registered it according to directions. Case failed and cellphone got wet in the shower. I tried to make a claim and made over a dozen phonecalls to the company. Each call ended in someone giving me a different excuse why they were still considering my warranty. When that excuse did not work, they gave me another excuse. It is clear that this company does not want to honor their product. Their product failed, just plain failed and they should stand by their product. Instead, they keep coming up with different reasons not to. When the first reason is proven wrong, they come up with another. The customer service is absolutely lacking as they have not yet said they deny the claim, they just keep saying they need more information and will call back. They never call back and when I call in again, they come up with something new they want. They actually tried to say they called back but they used the number of the cellphone that is not working! I gave them a cellphone number to use. The most recent claim is that picture of the IMEI number is not readable. I sent it again and they still say they can't read it. It is so clear that they are just flat lying. The next excuse is it is a photo not a screen shot. I don't know how to do a screen shot and clearly this picture was when the phone was working. I couldn't take the picture now as the phone won't turn on, it is water damaged. The photo is from prior to using their product. It has been over one week that I have been trying to file with warranty. Each call I get a request for more information but never a resolution. Been without this phone for over a week and it is just not fair and bad customer service. I need help dealing with this big corporation who won't honor they product. I don't know how else to fight people on phones who don't resolve issues. I asked the last person how I can file a claim and she just hung up on me.

Desired Settlement: I would like them to send me a new ****** ** along with a new lifeproof case as promised in the warranty.

Business Response: **** ***, 

I am so sorry to hear about your customer experience regarding your water damaged device.  I can completely understand the frustration you're feeling with the situation.  Unfortunately, LifeProof is not a part of water damage claims for devices.  All water damage claims go through a company by the name of AIG (that is the company you've been calling and speaking with).  I was able to reach out to a contact I have there to get a bit more information on your claim.  

At this point they are ready to more forward with your claim.  I received confirmation that they tried to get a hold of you yesterday but were unsuccessful.  I would advise giving them a call back at your earliest convenience so one of their representatives can get you taken care of.  

I do hope you have a wonderful Friday!  Please let me know if I can be of any further assistance. 

Sincerest Regards, 

******
LifeProof 

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December 2014 I purchased a new ******* ** phone for my son. I purchased it from ******** my cell phone provider. At that time I also purchased a OtterBox Defender series case for the phone and had the sales representative put the case on the phone in the store. Yesterday my son dropped his phone and the screen shattered, the phone is NO GOOD, IT DOES NOT WORK. I call OtterBox customer service to advise of what happened and the representative was very nice but then he advised that OtterBox does not guarantee the phone that is in the case. I am amazed that this company on every advertisement I have seen swears that their product will protect you phone from damage such as being dropped but they will not reimburse you for the phone if it is damaged by obviously their faulty product. The representative offered to replace the case, Why the hell would I need a new case if the case didn't work the first time and secondly because I am currently without a functioning phone. I posted a picture to the company BLOG but no one has gotten back to me. I posted all this information to every social media website I could find and will continue to do so until this issue is resolved to my satisfaction.

Desired Settlement: I would like this company to first stop advertising that their product protects every phone from any damage because that is a lie. I have the broken phone to prove it. Secondly I would like to be reimbursed for the cost of my insurance deductible to replace the phone.

Business Response: *****, 

Thank you for reaching out to us.  I am so sorry to hear about your ****** ** device.  I completely understand the frustration you must be feeling with the situation and I'd like to help clarify a few things.  We do offer a one-year limited warranty for all OtterBox products.  This limited warranty does not extend to the device itself for several reasons.  The primary reason is that we don't manufacture the device itself and thus, have no control over the quality during the original manufacturing process.  Mistakes or inconsistencies during this process could lead to increased susceptibility to device damage.  Additionally, there are a number of variables involved with the drop/fall of the device that we cannot account for (drop height, point of impact, surface of impact, etc.).   

Our cases do provide an outstanding amount of protection in most circumstances and can be attested to by customers and case review companies.  However, we cannot and do not guarantee every device will survive without damage in 100% of situations that device is exposed to.  I definitely know what it's like to go through a damaged device situation.  I've been there a few times.  I would really like to get you taken care of with a replacement case of your choice.  I can completely understand if you have no interest in a replacement but we do offer several different series of cases for the ****** **.  I would be happy to send you one of those cases free of charge to try instead.  

I do hope this provides a bit of clarity regarding our limited warranty.  Please let us know if you have any interest in trying a new product for that device.  

Sincerest Regards, 

******
OtterBox

3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Lifeproof cell phone case claims to be waterproof up to 6'. Daughter dropped * *****, while in a life proof phone case, in 2' of water while on spring break and now phone will not work. I spoke with life proof about this, and was told since we did not purchase the case thru ******* corporate store they cannot help out.

Desired Settlement: I need to have my cell phone replaced.

Business Response: ******, 

Thank you for reaching out to us.  I am so sorry to hear about the damage to your daughter's ****** *.  I completely understand the frustration with the situation and I would really like to help out.  The LifeProof representative you spoke with was correct in that we do not cover any device under the LifeProof Limited Warranty (http://www.lifeproof.com/en/policies-and-warranties#LIMITED PRODUCT WARRANTY).  The warranty extends to the case itself. There is a program available through corporate ******* locations called the Total Water Protection Program.  It is essentially a form of insurance for device water damage (of course, with an additional cost associated like any insurance plan).  Again, this is only available when a LifeProof case purchase is made through a ******* corporate location.  

Under our warranty, we can absolutely replace your case and potentially do a color/series change if you'd prefer.  All we would need for that case replacement are a few photos of the case itself as well as the case serial numbers (found on the inner lid and inner base of the case).  After receiving those, we can get a replacement case expedited to the shipping address of your choice.  

Again, I do apologize for the circumstance.  I hope this provides some clarify around the situation.  Have a wonderful Monday and please let me know if I can be of any further assistance. 

Sincerest Regards, 

******
LifeProof Customer Service 

3/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have an otterbox case and contact the saler and told them that the case is leaking. I had bought the case thought them and this is the 2nd time I am having to have it replaced. the lady on the phone told me that they no longer make my case and to pick one out online and let her know and she will replace it. she said that all she need is a picture of the case where it is leaking and she could process the exchange. so I sent her the picture. The next email I receive is asking me for other picture and just having the run around. If the company can not replace my item then they should have a warranty on the stuff.

Desired Settlement: would like them to replace the item or a refund so I can go somewhere else

Business Response: *****, 

We appreciate you reaching out to us and I am so sorry for any frustration the warranty process may have caused you. We would be more than happy to provide you with a warranty replacement for your case.  I was able to find a claim associated with your email address.  It appears to be for the Galaxy Note 2 Defender case.  The only photo attached is one with up-close product information (the stamping from the inside of the rubber case layer).  This is great information but not quite what we need to supply a warranty replacement.  We will need a photo of the full case accompanied by your handwritten information (name, current date and product code).  This handwritten information next to the case provides us with proof of ownership as well as proof of case damage.  

I will re-send our request for photos which clearly outlines the information we need in the picture as well as directions on supplying the picture.  You did mention you purchased the case directly from us.  If the picture is too difficult for you to provide at this point, I would be happy to make an exception and use a previous order number to find that purchase.  I did try looking up purchases under your email address and was unsuccessful in finding anything so we would need another email, First/Last name or order number to search by.  

Again, as soon as we get any of this information, we can accommodate that warranty replacement!  I do hope this clarifies the picture request process a bit!

Sincerest Regards, 
******
OtterBox 

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ************I purchased 2 Otterobox Defender Cases. Upon receiving them, realized that they did not match my needs and never used either of them. They are still in their original packaging. Per their return instructions posted on my packing slip, I tried to request a Return Merchandise Authorization (RMA) online, which did not provide me with said RMA. I then called customer service and was told that an email would be sent to me with an RMA sticker for me to print and use, and that I would not be getting the full refund, as stated on my packaging slip. I immediately emailed Otterbox the following message: Thank you for your help in processing the return of my recent purchase. After speaking with your customer service representative over the phone, I have some issues with what was told to me by the representative. The representative quoted me a price of $95 something that I would be receiving back from your company once my refund is processed, but the actual price I paid was $108.89 after sales tax. This is the amount on my bank statement that was charged to my debit card. I wasn't charged for shipping because of your Free Shipping promotion, so this total is for the items purchased plus sales tax. Your representative also mentioned a $5 fee for the return, but there is nothing mentioned in your return policy of any fee that will be assessed for returns. Also, the packing slip I received with my order states: "Need to make a return? You can return product for a full refund within 30 days of the original purchase. Kick off the process by requesting a Return Merchandise Authorization (RMA). To do this, contact customer service at 855-688-7269 or make the request online at otterbox.com/returns. Thank you for your cooperation!" I first tried to request the RMA online as my packing slip stated, but instead of receiving the RMA, I got a pop up message that a customer service representative would be contacting me. Then, I called customer service myself to request the RMA and was told by the representative that a label with the RMA would be emailed to me. I have made digital copies of all of your return policy pages from your website, I also have made a digital copy of my packing slip with your return policy printed on it, and I expect to receive my full refund of $108.89 for my purchase or I will be filing complaints with the Better Business Bureau, the ******** ********* ****** and the ********** ** ******** ******s. This information will also be shared via **** and any other consumer review websites. I hope that this was just a miscommunication on the part of your representative and that there will be no discrepancies in what your company promises in writing. Please let me know, in writing, how much your company intends to refund me and please send me my RMA so that I may return your merchandise as soon as possible. Thank you, also, for your cooperation.

Desired Settlement: I expect a full refund of $108.89 that the company owes me. There is no refund policy stated on their website, only a return policy. The only refund policy I've seen from the company is on my packaging slip that came with my products. It states: "Need to make a return? You can return product for a full refund within 30 days of the original purchase. Kick off the process by requesting a Return Merchandise Authorization (RMA). To do this, contact customer service at ************ or make the request online at otterbox.com/returns. Thank you for your cooperation!"

Business Response: *****, 

We appreciate you reaching out to us about this issue.  I would like to apologize for the confusion regarding the return process you've experienced.  We have recently launched a new website which, unfortunately, does not currently state specifications for our Return Policy.  Normally, (as with many other online retailers) we are not responsible for any return shipping cost.  In at attempt to make the return process easier for the customer, we email a link to a pre-paid FedEx shipping label which automatically deducts $5 from the original purchase.  Again, this ONLY covers the cost to get the product returned to us.  There have been requests made by customers in the past to have that $5 fee removed and the pre-paid shipping label waived so they can provide their OWN shipping to return the product.  We are happy to accommodate that type of request as well.  We just want this process to be as simple as possible for our customers.  

Because the website does NOT currently state specifications for our return policy and that we are not responsible for return shipping, I am going to make an exception and waive the $5 return fee associated with your return in our system.  You will be receiving a full refund for your original purchase and I do hope this is satisfactory!  

Please let us know if you have any other questions or concerns!

Sincerest Regards, 
****** 
OtterBox 

3/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Life Proof (Otterbox) case from ******* for my phone. It came with a Life Proof Total Water Protection Warranty, which is why I purchased it. My phone ended up submerged in water and stopped working. I opened a claim with Life Proof on 12/30/14, paid a $50 deductible and then followed their instructions for returning my device to them. I used the package they mailed me, along with the prepaid shipping label (I received this on January 8th, 2015). I dropped the package off with my *** carrier on January 9th, 2015. Tracking showed that it was delivered just 6 days later, on January 15th, 2015, a total of 16 days after I opened the Life Proof claim. Well within the 30 day time frame they said I needed to return it. On January 19th, 2015 I began receiving emails from Life Proof stating that I had not returned the phone and case and if I did not return it, I would be charged for it. It also said to disregard if I already mailed the package. Then I received a 2nd email on January 26th, 2015. I contacted them, gave them the tracking number (Which clearly showed it had been delivered and signed for) and was told it would be taken care of. I received another email on January 27th. 2015 stating the same thing. Then, I received yet another email on February 2nd so I contacted them again, gave them the tracking number once again and was told it would be taken care of, that it was probably just an automated message because she could clearly see the packaged had been returned. I received another email on February 3rd, 10th and 17th stating the exact same thing. That I had not returned the defective products and would be charged if I did not, but to disregard if I already mailed them (which I obviously had). Then, on the 21st I received an email stating that they had charged me for the cost of the replacement devices because I had not returned the defective items, and they charged my credit card $600. I called them yet again to figure out what to do. She basically could not give me an answer. So as of now, I have been charged $600 even though I returned the defective devices well over a month ago. I have made several calls telling them that I returned the items and giving them the tracking number (although they should have it, after all it was the prepaid label they sent me).

Desired Settlement: I expect to be credited back the $600 they charged me.

Business Response: ******, 

I deeply apologies for the frustration you must be feeling in this situation.  Unfortunately, all Total Water Protection Plan issues must go directly through *** and we are unable to provide compensation for any device claims.  Again, my deepest apologies for the circumstance but I would absolutely recommend giving them a call again at: ************.  

Sincerest Regards, 

******
LifeProof

3/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Lifreproof fre case from ******* on Feb. 16, 2015. Returned home to register the Lifeproof case's Total Water Protection Plan that would cover my new ****** ** in the event of any water damage. During the extensive registration process that requires photos of reciepts and serial numbers on the case and phone itself, I was asked the color of the Lifeproof case and giving the options of white, dark teal/teal or dark magenta/magenta. My case is black. So I called customer service and explained the problem and asked the rude representative if he could manually change it for me and email me over proof of the correction. He stated that unfortunately he could not and that it was a glitch in their system. I called back to speak to a super visor. The representative told me to call back in 20 minutes because she was on break. So I called back and there was no supervisor there so the representative took my info and I am waiting to hear back from said supervisor. My over all concern is if I do not accurately register this case properly that in the event that I have to file a claim that it will be denied because the information provided at registration is inaccurate due to the fact that I was not given the appropriate color to select.

Desired Settlement: I would like for the registration website to be repaired so that the accurate information can be entered in the event that a claim needs to be made.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any concerns. 

It sounds like we spoke with your wife earlier, and we want to reiterate what we told her: even though you are concerned that your case color is not showing up in the registration, it will be absolutely fine to pick an alternate color, and we will change it on the back end. We are absolutely not trying to set up a situation where we will try to deny your claim because the colors don't match. This is simply a temporary IT issue that we are working to resolve. In the meanwhile, we strongly encourage you to register for the TWPP program, as we see you have not done that yet. To summarize, the case color issue issue will not impact any claim you may have, as long as you do register. We are also sending you a confirmation email explaining this in detail.

Please let us know if you have any questions.

Best,

*****

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 31, 2015 I purchased a life proof case from an **** retailer for an ****** **. I immediately put the properly put the case on the phone and have not taken it off since. On February 9, 2015 while sitting down holding the phone it was knocked out of my hand. It landed flat on the back side of the phone. When picking up the phone I noticed the screen of the phone had broke and there are slivers of glass inside the case. I contacted lifeproof by phone and was told I must have a defective case and they would replace the case but do nothing about the phone. So the $80 cost of the case was going to cost me an additional $120 to have the screen replaced. This is not acceptable. I followed the claim procedures with lifeproof by filing a claim online. This was one February 18, 2015, on February 19, 2015 I received a reply telling me that the product was launched less than 30 days ago and I needed to return to the retailer for replacement. The issued described is not covered under warranty. Again this is not acceptable. I was told when I called that the case must be defective. If the case is defective then that would explain why the screen cracked on the phone. If your defective product caused $120 damage to my phone then I should not have to pay for the repair.

Desired Settlement: Replacement of defective lifeproof case along with screen replacement of the ****** **

Business Response: *********, 

I am so sorry to hear about your ****** being damaged.  I certainly understand how you must be feeling and would love to try to resolve this situation.  I believe one of our representatives may have misunderstood your situation and provided inaccurate information. We can absolutely replace your case, free of charge.  We will just need a photo of the case with some handwritten information as well as the case serial numbers.  I will be re-sending the email that requests photos from your original warranty claim.  You can provide the photos directly through that email.  

Unfortunately, our warranty does not extend to the ****** device, itself.  Our limited warranty covers all products that we manufacture.  Because we don't directly manufacture the device and due to the vast number of variables associated with device damage, we are unable to provide compensation for the phone.  I truly do apologize for the circumstance and for the hassle involved with this warranty claim.  As soon as we receive the photos, we will get your replacement case out and on its way! 

Sincerest Regards, 

******
OtterBox 

Consumer Response: Complaint: ********

I am rejecting this response because:
If the case I purchased were not defective the phone screen would not have broke.  There is false advertisement of this item.  The packaging clearly says waterproof, dirt proof, snow proof and shockproof.  Packaging also states limited 1 yr warranty.  No where on the packing does it say that only the case is warranted.   I know many people with a life proof case and there phones have been protected.  Recently had someone lost phone in the snow it wasn't until 2 days later the phone was phone in perfect working order.  I know those who have had drops of the phone inside the case nothing wrong with the phone.,  I had this case 9 days and a 1 1/2 foot drop the screen cracks.  If the case is defective this is why the screen cracked therefore life proof should be responsible due to a defective product.
Regards,

********* ********

Business Response: *********, 

Again, I absolutely understand where you are coming from but I would like to clarify a few points you mentioned.  If a device is damaged, it is not necessarily because of a faulty or defective case.  Devices can become damaged after a fall for a number of reasons and damage revolves around a vast number of variables
.
As you stated, the packaging does state that we have a 1-year Limited Warranty.  This essentially means that the warranty is limited to the LifeProof case itself and does not extend to cover the device.  The reason we have a limited warranty is due to the vast amount of variables involved if/when a device is damaged.  Because we don't manufacture the device, we have no quality control over the manufacturing process.  Many issues can arise during this process which can make the device itself more susceptible to damage during falls. Other variables that we cannot account for include surface of drop, height, point of impact etc.  There are simply too many variables involved and out of our control to be able to guarantee that no device damage will ever occur.  

Again, I apologize for any misunderstanding but for these reasons, we are not able to provide compensation for the device.  We would still be more than happy to get you a new or different case/color, should you wish.  

Sincerest Regards, 

******
LifeProof 

Consumer Response: Complaint: ********

I am rejecting this response because:  the fall was from 1 1/2 foot I feel that your company should be responsible.  I paid $80 for this product that failed me and all you want to do is replace it when it is going to cost me $120 for screen replacement.  Refund to cost of the product to me and I will be satisfied.

Regards,

********* ********

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a lifeproof fre case for my ****** *. Lifeproof claims to be dirt proof, snow proof, water proof, and shock proof. As far as the shock proof it claims that it can protect your phone from a drop of 2 meters. I recently dropped my phone off of a nightstand, so a distance of 25 inches and the front screen of my ****** completely shattered. I contacted lifeproof about their warrenty, and much to my surprise they say they only guarantee the case and not the phone. After researching their website and seeing advertisements they say that there is a warranty for 1 year. I feel they should specify that the do not guarantee replacement when anything happens to the phone in their case. They said I can fill out a warranty to receive a new case, but my case is fine, and why would I want a new $79 case that clearly didnt protect my phone in the first place. I want my phone screen fixed. If I knew that they only guarantee the case I would have not purchased this product.

Desired Settlement: I would like them to fix my phone screen. If they are willing to send me a new $79 dollar case, when my case is fine, they should be willing to spend 30 more dollars to just fix the screen, which is only $109 at an ***** store. I have no interest in purchasing this product again due to their false claims.

Business Response: Dear *******,

Thanks for reaching out to us. We apologize this has been a stressful experience.

Per our limited warranty, we cannot assist with your device. The LifeProof case is not meant as a form of insurance, and there is no case that exists that can protect against all possible falls at all possible angles onto all possible surfaces.

We can assist you with a replacement on your case. We may also be able to assist you with a third party refund on your case, if you would like to pursue that instead of a warranty. It would be one or the other. We do need very specific information in place to be able to process a third party refund on a case, and not all customers are eligible for this option. 

Please let us know which would work for you.

Best,
*****

3/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the OtterBox Defender case when I originally bought the phone. I selected the Otterbox Defender case specifically because I do occasionally drop my phone, and I wanted the strongest possible case. The case specifically indicates that one of it's features is "drop protection." I dropped my phone on 02/16 in my bathroom floor which is made of tile. The phone was protected with the Otterbox Defender (they have this on record and can verify the model number). I dropped the phone from approximately 4-5 feet high (chest height as I was texting when it dropped). The phone fell face first down and made a louder than usual crack sound. The case was still in tact with no damage. ***** has diagnosed the issue as a cracked screen at this point although I cannot see a visible crack. Some keys are not responding and there are 4 gray lines down the phone. I contacted Otterbox to replace the case and inquire about covering repair costs of the phone. I spoke with ** as a representative, and******, his supervisor. They did not offer to cover repair costs. They offered only to replace the case, or refund the case. They said there was no way to cover repair costs. ** specifically compared it to a seat belt in the intention of the case. I indicated that sometimes there are product deficiencies. Nonetheless, the phone did not fullfill the promise which was made on the advertising on the box. I also called ***** who indicated that this does not fall under their warranty.

Desired Settlement: I would like Otterbox to cover repair costs which are incurred at an ***** Store. They have thus far declined to perform this.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any difficulty you have experienced. 

Per our limited warranty, we cannot assist with broken devices. The text is in the link below:

https://www.otterbox.com/en-us/warranty-full.html

What we can do is either get you a warranty replacement or possibly get you a third party refund on the case itself. We are 
happy to offer one or the other, though not both.

Please let us know which will work for you.

Best,

*****

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I HAVE PURCHASED THREE DEVICES FROM THIS COMPANY IN THE PAST TWELVE MONTHS. ALL OF THESE DEVICES HAVE FAILED TO THE POINT WHERE THEY NEED REPLACEMENT. ITEM #1 - FIRST WARRANTY (STILL IN DISPUTE) WAS FILED IN NOVEMBER. AFTER THREE MONTHS OF GOING BACK AND FORTH, ALL I GET IS THE RUN-A-ROUND BY PERSONNEL. NO ONE EVER TAKES OWNERSHIP OF THE ISSUE, AND CONSEQUENTLY, THE NEXT PERSON HAS NO IDEA WHAT IS GOING ON, THUS LEAVING THE CUSTOMER BASICALLY STARTING OVER. THIS PARTICULAR INCIDENT HAS BEEN REQUESTED TO BE CLOSED BECAUSE THE DEMANDS ARE BECOMING MORE AND MORE, AND I HAVE SENT IN EVERYTHING REQUIRED MULTIPLE TIMES. I AM NOT GOING TO SEND IT IN YET AGAIN. ITEM #2 - SECOND WARRANTY FAILURE - RESOLVED - REPLACEMENT PRODUCT RECEIVED. ITEM #3 - THIRD WARRANTY FAILURE - RELATED TO ITEM ONE, AFTER HAVING TO PURCHASE AN ADDITIONAL PRODUCT, AS THE PROBLEM IS STILL GOING ON. THIS ITEM HAS NOW FAILED, AND A FOURTH (NON-OTTERBOX) PRODUCT HAS BEEN PURCHASED. OTTERBOX REPLACEMENT PENDING. ITEM #4 - FOURTH WARRANTY FAILURE - RELATED TO ITEM ONE - THIS IS THE 3RD FAILURE (IDENTICAL PURCHASE AS ITEM #1), REPLACEMENT PENDING. WHY DOES IT TAKE THREE MONTHS AND COUNTLESS EMAILS BETWEEN PARTIES TO MAKE A COMPANY COMPLY WITH THEIR OWN WARRANTY, WITHOUT HAVING TO PUT THE CUSTOMER THROUGH NOTHING BUT GRIEF. I HAVE MADE IT CLEAR WE WILL NEVER PURCHASE ANOTHER OTTERBOX PRODUCT. THERE IS NO NEED OR DESIRE TO PURCHASE SOMETHING FROM A COMPANY THAT DOES NOT FULFILL ITS OWN PROMISES TO CUSTOMERS. THIRD WARRANTY (RELATED TO ITEM #1

Desired Settlement: 1 - REFUND OF ALL PURCHASES MADE 2 - MULTIPLE OPTIONS TO UPLOAD MULTIPLE DOCUMENTS; 3 - SOLE OWNERSHIP OF AN INCIDENT, SO MULTIPLE PARTIES ARE NOT INVOLVED IN THE PROCESS 4 - BETTER COMMUNICATION, INCLUDING FASTER PROCESSING OF REPLACEMENT. THIS WOULD ELIMINATE OTHERS FROM HAVING TO ENDURE THE NIGHTMARE OF DEALING WITH OTTERBOX CUSTOMER SERVICE WARRANTIES IN THE FUTURE.

Business Response: Dear ****,

Thanks for reaching out to us. We do apologize if this has been a stressful situation.

We are still needing some more exact photos to process your warranty on your cases.

For each unique case we need a photo of all parts of that case. Under those parts, on a sheet of paper, we ask you put the written information of signed name, printed name, date and product code. For the photo of the Defender case, we are seeing the holster but no other parts (lid/base, slipcover), though the written information appears good, if missing signed name. 

For each identical case, we need a very similar photo, but we need to see all parts of both cases in one shot, to verify that there are in fact two whole cases. For the Commuter cases, we need to see both whole cases in one shot, with that written information clearly visible, not cropped out.

Once we get those photos, we will be happy to place your order.

Best,

*****


Consumer Response: Complaint: ********

I am rejecting this response because:

This does not solve the issue of why you are making me go through multitude of hoops, when I have sent everything to you multiple times.  I don't have the time to babysit my email, because you refuse to fix the issue.

Inasmuch as you not willing to resolve the issue to my satisfaction, it will be escalated.



Regards,

**** ****

Business Response: Dear ****,

Thanks for reaching out to us, and sorry for any distress this may have caused.

We are absolutely not trying to make this unusually stressful: we are just needing a couple more photos as requested. Once we receive those photos, we will be happy to send out those replacement parts.

Please let us know if you have any further questions. 

Best,

*****

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Sir, I purchased an OtterBox case to protect my ******* Tablet approximately 1 year ago. In December 2014, I dropped the hard plastic case and it chipped and cracked. I contacted Otterbox to inquire on a replacement pair. I have received conflicting instructions and information regarding the replacement of the case. Approximately 10 days ago, I forwarded a response to Otterbox including photos, several that have been previously submitted. I have received no communication or correspondence regarding the status of this matter. OtterBox has a warranty for the quality of their protective cases. Sincerely, ***** ******

Desired Settlement: Sir, I am just needing a replacement piece of the hard plastic case that the tablet "clicks" into. I do not need or want a complete case. Previously, I was willing to pay for the replacement part. However this is not longer an option. ***** ******

Business Response: *****, 

I am so sorry about any frustration this warranty process has caused.  I was able to find your claim in our system, no problem.  It looks like you have sent in two pictures of your Defender Series Shield stand, however, there was no handwritten information located in either of those pictures.  When we send our "Request for pictures" email, we ask that you include the case you own/need replaced as well has a handwritten Name, Current Date and Product code.  This is to provide proof of ownership of the case.

Because of the length of time associated with this claim and because you only need the case shield stand replaced,  I am happy to get this resolved for you at this point in time. I will be placing that order for you shortly.  I do hope this restores your faith in OtterBox and provides some clarity as to what we require photo-wise and why.  

Please do let me know if you have any other questions or concerns!

Sincerest Regards, 
******
OtterBox

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, I purchased this from a ****** retailer for my ****** **. It was a lifeproof fre. Initially upon calling people on my phone I could barely hear anything. It was like the case was muffling the noise. I researched online and found I was not the only one with this problem. I did initially contact lifeproof via their website, but received no response. However recently, the bottom charger port cover that flips up and down has detached. This was normal wear and tear usage and that shouldn't happen. I don't understand how you can put an 80$ phone case out and not test how you can hear people during a call, or have it break within a month.

Desired Settlement: I believe lifeproof does update cases for flaws. I would like a replacement case as long as the issue is fixed. Otherwise I would like a full refund.

Business Response: Dear ****, 

Thanks for reaching out to us and sorry for any delays.

We are actually not seeing record your your having contacted us recently, unless it was under a different email address.

If you would like to fill out a warranty claim, you can do so by giving us a call:
P:888-533-0735
07:00 a.m. - 09:00 p.m. (MST) Mon - Fri
08:00 a.m. - 05:00 p.m. (MST) Sat
Closed - Sun

You may also fill a form out online:
http://www.lifeproof.com/en/contact/warranty/

Please let us know if you have any questions.

Best,

*****


2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a otterbox cover for my ****** *. I submitted a claim with pictures to otterbox to replace my cover since they claim to replace as life time replacement. I submitted claim/pictures before 19 Jan 14 and include a phone call to explain that their web site was not user friendly. I don't intend to replace what is broken since they are unable to provide service plus to keep asking to resubmit claim and pictures show's when a claim is submitted with pictures in my case losing that info shows me I can not rely on this company and I have notified that I would contact BBB filing a compliant.

Desired Settlement: Back up what they claim. Stop losing claim/pictures. Improve their web site. Customer service rep needs to be only one person handling a case I had 4.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

I want to assure you we are not ignoring your claim. We simply need a more specific photo to process your warranty. 

What we need is all parts of the OtterBox, taken off the phone, laid out on a sheet of paper with the following information on it:
Signed name.
Hand-printed name
The date the photo was taken
The four-digit product code from the inside of the case
We won't need a serial number, as this case does not include one.
Indication of damage, also hand-written.

Once we get that photo, we will be happy to process your claim.

I have re-sent the request from the original incident. 

Please let us know if you have any questions.

Best,

*****

Consumer Response:

I reject in that otter box finally admitted that the claim and pictures where misplaced, however they once again want same picture of the damage. Question how many time do I need to send same picture showing the damage.

Business Response: Dear *****, 

We did receive one photo from you with what appears to be a damaged case, however, that photo does not have any of the handwritten information we require.  We do need the written information next to the physical case in the photo in order to provide valid proof of ownership.  The picture also serves as a way for us to authenticate the case you have in your possession.  We would not be able to warranty a non-OtterBox case.  

I would be happy to provide you with my personal email address to get the photo to if you think that may make a difference.  You can send the photo directly to me at *******************************.  Additionally, we can provide you with an address to send the case in for warranty if that would be preferable to you. You would simply package up the case (any packaging will do) and a piece of paper with your first/last name and email address so we can easily find your claim once the case is received.  I will advise that you would need to obtain a tracking number (in case any issue occur while in transit) that we can keep on record. The address to send the case to would be: 
Attn: Customer Service
209 S. Meldrum St.
Fort Collins, CO 80521 

Again, I understand the frustration and do apologize for that but we do need valid proof of ownership of an authentic OtterBox case before replacing it. 

Best Regards, 
****** 
OtterBox Customer Service 

2/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted "LifeProof" company since Dec of 2014 regarding my ****** ** waterproof phone case. I had purchased this case for $ 80.00 brand new in April of 2014. The case started to show damage around the black rubber frame (tearing of the rubber and blistering of the plastic front screen cover). Now the case is no longer water proof. The left black (-.. Minus for sound) button fell off. The LifeProof customer service asked me to print out forms to draw a picture of the damage. I tried doing that but could not access the forms. I had a friend of mine try he could not access the form either. I made the report to the company customer service they told me to take pictures and sent all of the information. I did. I had gotten a confirmation of the receive of the pictures and the discrition of the problems. They denied getting the information. Even though they confirmed the receipt in a prior txt. Once again I sent all of the information. Pictures, damage explainations, proof of purchase when and where, all of the case information, serial numbers... All of the information they wanted from me. It is now Febr. 3rd 2015 and I have not yet received ANY communication since Dec. 2014.

Desired Settlement: Needless to say I do not want a new ****** case for my phone since the first case lasted not even 7 month. I want a refund check over the amount of $ 80.00 I spent on this case. 80.00 I spent on false advertisment of a product and promises the company made to their customers and can not keep. I wonder how many ******* are actually being damaged due to their poorly manufactured products. I would like to make one last point. I am the only one person handling this phone.

Business Response: Dear ********,

Thanks for reaching out to us. We do apologize for any distress you may have experienced. 

The reason we have not yet processed your claim is that we have not received photos. You do not need to print out the templates, but we do need a photo of your case that shows all parts of the case, laid out on a sheet of paper, with your name signed, your name printed, today's date and the serial numbers from the front and back of the case all written out on that sheet of paper. 

Once we get those photos from you we will be happy to process your warranty. I am re-sending a link to get us those photos, but if it is any easier, you can send them as attachments to a reply email. The last option is to mail the case to us. The address to do that is:

LifeProof Customer Service, Incident 10498070
209 S Meldrum St.
Fort Collins, CO 80521

If you choose to send it to us, we advise using a shipping method that has a tracking number, on the chance the package gets lost in transit.

Please let us know if you have any questions.

Best,

*****

2/17/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Good evening, I ordered a LifeProof case and selected overnight delivery on a Thursday. The item did not arrive until Monday. The business refuses to refund my shipping even though it was falsely advertised as being "overnight" for shipping. The cost of shipping was about 15 dollars. If I would have chosen 2 day shipping it would have arrived that same Monday and would have been free. I feel like I was scammed and in this situation and the company will not reply to my emails. All I want is my shipping refunded due to the company not providing what they offered. Thank you.

Desired Settlement: I would like a refund on the shipping charges and an apology.

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any misunderstanding over shipping.

When choosing overnight shipping, it does state to allow at least 24 hours for processing times, not including weekends and holidays, in addition to the ***** shipping times. This order was placed on 1/22/2015 at 06:10:16 PM, past business hours, for that day, So, Thursday does not count as one of those business days. The next day, Friday, 1/23/2015 does count as a business day, as does Monday, 1/26/2015. ***** does not deliver on weekends, nor is our distribution center open. Saturday and Sunday do not count as business days. This package was delivered Monday,  1/26/2015 at 01:12 PM, and is thus within the promised ship times and this is overnight plus 24-48 hours processing. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:

No where on the ordering page did it say that weekends don't count. Also, ***** does deliver on Saturdays. They deliver to my job all the time. I understand Sunday but not Saturday. 

Regards,

******** *****

Business Response: Dear ********,

Thanks for getting back to us. We do apologize for any continued distress this has caused.

Our site does explain that weekends and holidays are excluded, and to expect at least 24 hours processing. We are sorry if you did not see this. 

Please let us know if you have any further questions.

Best,

*****

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While on a visit to my daughters him in Colorado. I purchased and had it sent expeditiously. I believe it was overnighted as the extra cost was $29 dollars.it did not arrive overnight but it did arrive in 2 days. No I did not order on a Thur. or Fri. It was a Monday as matter of fact. Needless to say, this case did not live up to its name.... It is pretty much worthless. I have seen phones with thus case be dropped, accidently kicked etc. and am furious that thus was not the case. I recently whilst in NY dropped my phone getting off the subway and not only did this case break apart my phone was damaged beyond repair and had to be replaced. I tried telephoning this company,I did not send an email. I am not sure what the expectation is but am out not only the money spent on this purchase but am out ins.premium of $199. After the last telephone communication, I do not want a resolution. The absolutely acerbic person answering the phone would not even direct my call to the right person or department. This company needs to evaluate their business practices,the employee hiring standards and the quality of their products. I have never been spoken to in such manner and all I wanted was maybe a different type of case in replacement. I have the original receipt and it not even been 30 days. My money is valuable and can be spent anywhere. I have also copied this email to them and to various other consumer watch helpers. Thank you and do have a pleasant day. Sincerely **** ****

Desired Settlement: I do not want a new product but an apology for misrepresenting and describing this product to consumers because it is not life proof for this phone. I would also like a written apology from the young person answering the telephones. That young person cost that company more than just my business.

Business Response: Dear *********,

Thanks for reaching out to us. We do apologize for any distress you have experienced. 

We are not finding your order, or the incident of your having called us, in our system. Was it perhaps under someone else's name or email address?

We are happy to assist with a warranty on the case. Please know as well we are happy to make an exception and get you pretty much any other case at the same price point to help you out, through our warranty, if we have not yet completed one for you. We are sorry if we had not looked into making that exception for you at the time. Please let us know if you would like to proceed with that, and we will be happy to get that process rolling. Again, if you could let us know the email address that initial call was under, we can get that information to you right away.

Please let us know if you have any questions.

Best,

*****

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a NUUD case for my daughters ****** ** for *****tmas. The case was tested according to LifeProof standards and placed on phone on December 25. On January 2, my daughter stood up and the phone fell out of her pocket and hit the floor(an approximate 3 foot drop). The case remained in tact but the phone had a small crack on the screen. The phone then shut down and hasn't worked since. I have contacted the company several times and their standard answer is they don't cover damage to electronics. On the box it states the "the four proofs", one being "shock proof" "survives drops from up to 6.6 feet", "exceeds military shock standards". Only after you buy the product do you find out that these standards don't cover the phone itself. This case was bought for the sole purpose of protecting my daughters phone from being damaged. It failed miserably. Now I'm left having to purchase a new phone and LifeProof feels they have no responsibility despite all the claims they offer.

Desired Settlement: I would ideally like the company to repair or replace my daughters phone. But I'm sure that won't happen. From the different correspondence I have had with them, they feel no responsibility for the damage to the phone. In the very least I would like a refund for the product itself. I would also like the company to change the way they do business. It is ridiculous for them to make claims and then not back them up. Their claims should be "may" protect your phone. And the company name should be LifeMaybe.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any stress you may have experienced.

As we did state before, per our limited warranty, we cannot assist with damage to the device. We try to create the best possible product to give you extra, added protection to your device, but there are many factors that go into a damaged device. The case is not meant to act as an insurance policy, and we can't warranty something we have not manufactured. 

We can try and do a third party refund on your case, as long as you can provide proper photos and as long as the case was purchased within a year ago. I will give you the information we need here, and, importantly, I will send a request from your original incident.

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
· Your handwritten name, current date, and signature
3) 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 date

I have just sent that request from your incident. Please do get that information to us as soon as possible so we can get the process rolling for your third party refund on your case.

Please let us know if you have any questions.

Best,

*****

Consumer Response:

***** ***** ******* ****************** *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* ********* 

I wasn't able to respond to your request because I was waiting for the resolution. They gave me a full refund for the case on February 4 and didn't require me to return the case. This is the best I could have expected from them considering they had no plans of doing anything at first. 
I really appreciate your help with this matter and really hope that with your influence Lifeproof will eventually reconsider their business practices as far as the false promises they make to customers. 

Sent from my ****

2/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an Otterbox product that the company tells me is a fake and will not honor its 1 year warranty on the product. I talked to about 6 different people and they tell me its fake but it has all the markings of the real product. Even after comparing it an Otterbox product for the same phone that they purchased from the cell phone store. All the markings are the same and I feel that I am being treated unfairly and just want a replacement holster that broke from only 3 months of use. I have purchased from them before and their products are good but the customer service is less than perfect.

Desired Settlement: All I want is a replacement holster to replace the one that is broken.

Business Response: Dear ****,

Thanks for reaching out to us. We do apologize this has been a distressing experience.

The case you did the warranty on was determined to be a counterfeit. We cannot disclose details of how this was determined, but can assure you that we are very exact in making this determination. We will not be able to do a warranty on this item as we cannot warranty something we have not manufactured. Counterfeits are often very deceptive. 

We do welcome customers reporting sellers of fake cases if you are interested. We can also advise on general guidelines for looking out for counterfeit products. We are happy to provide this information if you like.

Please let us know if you have any questions.

Best,

*****


Consumer Response: Complaint: ********

I am rejecting this response because:my product looks exactly like the ones they sell on ****** and exactly like the one my friend has for the same phone and there is no difference (he purchased his from the cell phone store).  Why would mine be such a good "fake" when the even the packaging is exactly what the stores sell.  I do not except their answer because they cannot prove that mine is a "fake" product as they call it when all the markings are the same.  They do not want to own up to their product warranty.

Regards,

**** **********

2/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent a warranty claim online, and within minutes I was emailed letting me know I needed to send a different picture of the case. I sent in a new picture. I was then emailed telling me that I had a counterfeit otterbox and that they would not send me a replacement. I have always bought my cases at the same place with no problem. My husband had sent in for a warranty claim last year with a case he had bought at the same place I did. He had no problem. I bought this case at the normal price they always are. In the packaging they are supposed to come in. It says on the internet how to know if its fake or not. Price and packaging..... All normal. Then when I called in to see why they thought it was counterfeit, I was rudely told that they could not tell me. My case isn't right and they don't want to keep up their warranty on it. My warranty runs out in a few months.

Desired Settlement: I want a replacement just like I had originally requested.

Business Response: Dear *******,

Thanks for getting in touch with us. We do apologize for any distress this may have caused you.

We have determined this case to be a counterfeit. Unfortunately, counterfeits can be very deceiving. We cannot warranty a product that we have not manufactured. 

We are happy to give you a 25% discount on your next purchase, which is a much larger discount than we are normally able to do.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

2/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase otter box defender cases w/ belt holders. The belt holder broke. I filed a warranty case with the Otter Box and received instructions via email. I followed the instructions and never heard back from Otter Box. I did this three times and never heard back from Otter Box.

Desired Settlement: I would like Otter Box to replace both my Defender Belt Chip I phone holders.

Business Response: Dear *****,

Thanks for reaching out to us. We do apologize this had dragged out.

I was looking at your incident, and it looks like we had inquired if you had more than once case for your two holsters. Generally we ask for a photo of a whole case per individual parts needed. I think this then fell through the cracks. 

We are very happy to get you two holsters with the photos at hand, as we can make that exception.

Please let us know if the two holsters are the only parts that need replacing, and we will be happy to get that out to you.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.   I have two holsters and both of them are broken.

Regards,

***** *******

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a lifeproof case for my ** ******. Within the first month the seal fell out and was replaced by . Then I continued to have problems with phone calls on my phone with the case on. I contacted them again and after a big hassle finally got another case sent. When I received the case, I went to put it on the phone and it kept shutting the phone down. I tried several times and so did my daughter to get the case on and work. It didn't. I contacted Life Proof and they !won't even respond to my complaint. I paid $80 for a case that is worthless. I just want my money back and I will look for another case.

Desired Settlement: Just give me my money back! This case stinks! I am tired of all the run around.

Business Response: Dear *******,

Thanks for getting in touch with us and sorry for any dissatisfaction you have experienced. 

The only way we would be able to refund your case is if you bought it from us within the past 30 days. If this is the situation, but the order was under another name, please let us know.

What we can do is assist you again with a new case if you would like to file a second warranty. If it helps at all, we can make an exception to get any case at the same price point to help you out. 

I will go ahead and send that request from your original incident.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: This is the third case and I am tired of having to keep going through hoops.  This case does not live up to the standards.  It was less than 1 year old and has already been replace 3 times.  I just want my money back.  It doesn't work on the 5S as stated at all.  This last was so bad it kept shutting down the phone.  I could not even put it on the phone and I had several people try.  I just want my original price paid refunded.

Regards,

******* ******

Business Response: Dear *******,

Thanks for reaching out to us. We do apologize this has been a frustrating experience.

As stated, we are not able to do a third party refund on this case. We can, however, offer that if you want to set up a fresh warranty claim on the case we just sent you, we will allow that you can get any other case at the same price point through our warranty system. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  Please send the fee gray and white case for my 5s

Regards,

******* ******

1/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I called in to replace a cellphone case because it's warranty and the person who answered said it was a simple process... 4 days, and several emails, 12 pictures of the damage and they still won't accept the picture format. SERIOUSLY? sounds like they are avoiding to meet the warranty.

Desired Settlement: just send me the replacement. ugh.

Business Response: Dear ****,

Sorry for any confusion on the matter. We are definitely not trying to deny the warranty: we just need more exact information. Please note that to verify ownership of the case and to get a clear overview of the damage to the case, we cannot work with digitally altered photos. The notes provided need to be in the photo of the case rather than in a separate photo, such as being composited into the shot. Once again, those notes would be: printed name, signed name, date and vendor code (the tiny four digit number on the inside of the silicone rubber part of the case) on that sheet of paper. Once we get that photo, we will be happy to complete your warranty claim. I will resend a link from your incident so you can get us those photos.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:  THIS IS NOT WORTH MY TIME.  I WILL MAKE A NOTE TO SELF AND WILL RECONSIDER PURCHASING FROM OTTERBOX AGAIN.  SO I'M SUPPOSE TO PRINT PICTURES OF THE PHONE AND GLUE THEM TO AN ACTUAL PAPER, THAT I HAVE TO PRINT AND THEN TAKE A PICTURE OF IT? WOW.  AND THAT'S NOT DIGITALLY ALTERED?  

My apologies to the BBB. I'm sorry, I wasted your time.

Regards,

**** **********

1/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a cell phone cover and carrier from otterbox in less than 6 months the carrier cracked. I filed several claims where the company kept telling me that I did not follow the process exactly. I followed the process exactly and they still told me that I did not follow the process. Otterbox refuses to cover the warranty.

Desired Settlement: I would like for Otterbox to follow their warranty and warranty the damaged item.

Business Response: Dear ******,

Thanks for reaching out to us. We apologize if this process has been in any way frustrating.

We are just waiting on one photo. If you look on the inside of the base of your case, you can see that serial number. What we are needing is a shot just close in on this serial number. We can see the number written out, but it is a little blurry and unclear.

Once we get that photo of the serial number we should be able to help out with that warranty.

I have resent an email so you have a fresh link to get that photo to us.

Please let us know if you have any questions.

Best,

***** 

Consumer Response: Complaint: ********

I am rejecting this response because: I've sent Everything that the company has asked for.  Otterbox only response is that the pictures are not good enough.  I can read the pictures just fine. It is easy to say you can't see the pictures.  

Otterbox is making it difficult and purposely not abiding by the warranty. 

Otterbox should adhere to the warranty.  



Regards,

****** *********

Business Response: Dear ******,

Thanks for reaching out to us, and sorry for any continued frustration.

I do want to assure you we are not trying to make this process difficult. We just need specific information that is not in the photos.

We need to see all parts of the case, along with signed name, printed name, date, product codes and serial numbers written on a sheet of paper underneath the case.

Please let us know if you have any questions.

Best,

*****

1/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased 2 otter box covers online for our phone based off the fact that they advertise the covers protect the phones without any damage. I dropped my phone from about 3 feet off the couch and onto the carpet and the case did not protect my phone but caused my phone screen to shatter. I called otter box and they were not even willing to discuss the matter. Im angry cause im out the money for my case and now the cost to replace my phone due to the case not doing as advertised.

Desired Settlement: Fee to replace my phone thru insurance.

Business Response: Dear *******,

Thanks for getting in touch with us. We do apologize for any distress you may have experienced.

First, we cannot find your previous incident in our system under your name and email address: was it perhaps under someone else's contact information?

Second, we do want to reiterate our policy. Per our limited warranty, we do not warranty devices. We try to make the best possible product we can, but there are many factors that can go into a device breaking, and no case can 100% assure this will not happen. We do not have any statements on our packaging to the contrary.

That said, we are happy to help you with a warranty on the case itself. I am not sure if you have gone forward on this offer yet, but if you have not, we are happy to get that process rolling.

Please let me know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

Business Response: Dear ******* and ******,


Thanks for getting back in touch with us and sorry for any difficulty you have experienced.

You do mention you have submitted a photo here, but I am not seeing it.

Regardless, while we do try to make the best possible case to give you protection against damage, there is no case out there that
assures you will never experience damage to the case. We can't assist with the device.

We may be able to get you a third party refund on the case itself. To see if we can, we need some information, and we also ask
that you either go to our website or give us a call to set up an incident to get the process rolling for either a replacement on the case or a possible
third party refund on the case.

To set up a warranty, please go to:

https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-Warranty

Or give us a call:
Customer Service Hours (MT)
Monday - Friday: 6am - 9pm
Saturday: 8am - 5pm
Sunday: Closed
Toll Free: 855-688-7269 
Local: 970-493-8446 

The pieces of information we would need to process a third party refund on the case would be: the standard warranty photos along with a photo showing the damaged device and/or a receipt from your carrier showing you needed the device repaired or replaced, and an itemized receipt from the retailer showing that the case was purchased within a year.

Once we get this information from you, we are happy to be of further assistance.

Please also let us know if you have already set up a warranty claim but it is under a different name or email address.

Also do please let us know if you have any questions.

Best,

*****

1/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought the defender series case and holster for my phone to protect it and the holster broke and my phone is lost. They say they will not warranty the case because it is lost. I sent them a picture of the remaining part of the clip that was under my belt showing that it is broke and they say they can not warranty lost objects. I am not asking for my phone to be replaced, just their case.

Desired Settlement: I would like them to refund or replace my case as I sent in the photo as described in the warranty showing their case borke. It is due to their case breaking that I do not have all of the items included in the original case to send a photo of.

Business Response: ******, 

Thanks for reaching out to us and I am deeply sorry for the delay in our response.  I have viewed the claim submitted for your case regarding the Defender case for the ******* **.  Unfortunately, our warranty policy does not cover lost or stolen items.  You can read more about our Limited Warranty at this website: http://www.otterbox.com/warranty-full/warranty-full,default,pg.html. 

I do see that a photo was submitted but the small portion of the clip provided is not enough for us to determine case authenticity or to provide a warranty.  I do sincerely apologize for the circumstance and understand it can be a frustrating situation.  If the case was originally purchased from us or if you can provide us with a copy of the original sales receipt, I can absolutely make and exception and get a replacement case sent out.  Please let me know if you can provide us with an order number (from OtterBox.com) or the sales receipt and I will be happy to get you taken care of!

Best Regards, 

******
OtterBox


Consumer Response: Complaint: ********

I am rejecting this response because: The case has a warranty for if it breaks. The picture shows the case was broken and not lost. I gave all numbers asked for identifying as the are on the clip. I have the receipt showing what I bought. If the item is not warranties do not advertise it as so, as I bought this because it was represented as indestructible by ******* employes and the warranty sold me on it.

Regards,

****** *********

Business Response: Dear ******,

Thanks for getting back to us and sorry for any continued frustration this may have caused.

Unfortunately, we will not be able to assist you with a warranty on this case. We cannot warranty lost or stolen items: the only exception we were able to make was on the chance that the case had been purchased from us, but it appears that under these circumstances, we cannot make that odd exception. 

We are happy to offer you 25% on your next purchase: this is a discount we generally do not give. This discount may be applied when calling us, pending there are no existing discounts online.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I have the broken clip, therefore the case is not lost.

Regards,

****** *********

Business Response: ******, 

In order to fulfill the warranty, we do need proof of ownership of the full case.  Unfortunately, we are unable to accommodate a full case replacement for the picture submitted of just a portion of a holster.  Moreover, it makes it impossible for us to authenticate the case using the picture provided.  I understand this has been a frustrating circumstance and because of that, I am willing to make an exception for this.  Normally, as previously stated, we have to be able to authenticate the case in order to proceed with a warranty replacement.  For this particular circumstance, we can accept a photo of the original sales receipt in order to provide a full case replacement.  That receipt would need to show the item purchased, price of item and your customer name (if not already printed on receipt, this can be handwritten with a current date).  

If you can get us a photo of that receipt, we can get you taken care of.  Again, we would need this receipt to fulfill proof of ownership/purchase and without it, we will not be able to get you a case replacement.  

Best Regards, 
******
OtterBox

Consumer Response: Complaint: ********

I am rejecting this response because:
I have sent all of this information to yoyu before starting the complaint with the BBB.
Regards,

****** *********

1/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Defender Otterbox in November of last year. I had the case for two months and the hip clip case belt clip snapped. I submitted a claim with the company to have it replaced and they said that they couldn't authenticate the product because the case was missing a white sticker with a serial number on the inside of the hard case. Well when I look online there is no white sticker on the inside of the product picture that they show. The picture of the case online is shown apart so you can see all the pieces and it looks exactly like mine to the T.

Desired Settlement: I'd like to just have the hip clip replaced for my Defender Otterbox.

Business Response: Dear ******, 

Thanks for reaching out to us. We are sorry this has been an upsetting situation for you.

I did look over your warranty claim, and it does appear that we determined that the case you have is not an authentic OtterBox.

We cannot warranty a product we did not manufacture, so we will not be able to get you that belt clip.

We are happy to give you a 10% discount on your next purchase over the phone.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I am also sorry for causing any problems and will look closer from now on when purchasing products.

Regards,

****** *******

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an Otterbox for my ****** * in August of 2014. It was broken in November and knowing Otterbox has a year warranty I returned it to the **** store where it was purchased. The representative at the store told me to go directly through Otterbox, she took pics of the Otterbox that day November 11, 2014 and sent it. I heard back from them quickly and gave them the information they asked for and they didn't get back to me. I emailed and asked about my claim on December 7th and they told me to send them the same information I have sent them in the past. My last email to them was December 12th with pictures I had sent to them that they had requested again. I still have not heard from the company. my incident number is ********.

Desired Settlement: I would like a new Otterbox to replace my old one.

Business Response: Dear *****, 

Thanks for getting in touch with us and sorry for any confusion around our warranty procedure.

We do see in that incident you submitted a photo, but we do require more information in the photo. I have resent a request for photos so you have a link to upload that photo to.

What we need is as follows:

All parts of the case in the photo, laid out on a sheet of paper that has your full name (printed), your full name (signed), today's date and the four digit product code from the inside of the silicone slipcover of the case. Depending on the case, we may also require the serial number from the case as well. There is a nice template you can print out from the link that is a good guide for what we need, but you can also put that information on your own sheet of paper. 

We also need to clarify which case you have, as the photo provided leaves that a bit unclear. 

Please let us know if you have any questions.

Best,

*****

1/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a LifeProof ******** case on May 5th, 2014 at a **** *** store in *** ****. I read the whole manual before using it, which, among other information, stated that it was water proof. I did the product test as requested, sealing the case and putting it in a glass of water to make sure it was ok. On December 28th, 2014, i used my phone with the LifeProof case entirely sealed to take pictures in a pool. I submerged the phone a few times, but never more than 2 feet. After a few minutes, it stopped working. I got out of the pool and removed it from the case, just to realize that it was moist on the inside. I tried to dry it in the sun and later with rice, but it never turned on again. I took it to ******* authorized technical assistance and they confirmed that it got wet inside and it needs to be replaced. I'm so furious because i'd never have taken my phone to a pool if it weren't for LifeProof's promise to be a water proof case. I'm outraged to lose such an expensive phone because of a lie.

Desired Settlement: I demand a full refund, not only for the case, but also for the ****** that was destroyed inside.

Business Response: Dear ******,

Thanks for getting in touch with us. We do apologize this has been a distressing experience for you.

First, we cannot find any incidents of your having contacted us. Have you called LifeProof or filled out a form on the lifeproof.com website, or was this perhaps under someone else's contact information? 

Second, we do want to explain our limited warranty. Per our limited warranty, we cannot assist with damaged devices. 

http://www.lifeproof.com/en/policies-and-warranties
Please see Limited Product Warranty.


That said, we are happy to assist with a replacement on your case. We may even be able to assist with a third party refund on the case itself. For that we need some specific photos, the details of which we are happy to go over with you once we can get some more information from you to see if there is already a warranty claim in the system, or to set one up. One restriction is that the case needs to have been purchased within a year ago.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because:

Hi,

I've sent an e-mail to *********************. I can't access LifeProof's customer service page from ******, as whenever i click on it it's redirected to the ******* website, that has no contact information at all. This email i got contacting LifeProof on ********. 

I don't want a replacement, as i obviously will never trust LifeProof again. I just lost a $600 phone and priceless photos and videos from a trip. I had to spend *** without a phone to call my loved ones. All this while doing an activity LifeProof GUARANTEED through advertising and user manuals that i could do without worries.

I want immediate full refund of the case i bought and full refund of the phone i lost. If you agree on this now, i won't fight for the collateral damage with all the data i lost. If you don't, i regret to inform that i will sue LifeProof and seek all my compensations.

I hope you realize this comes from a customer who trusted you and advertised you to everyone she knows, believing that LifeProof was a real solution to people's problems. And now this same customer is utterly disappointed in a way she's never experienced before.

Regards,

****** ****

1/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had spent a lot of money for a phone case because of the warranty that I was told about. But I was not told about all of the steps to be taken for a replacement. I was told by an *** rep that it had to be done online. I had filled out their online form as requested. When I had tried to send it their web site was down. After many tries I had called their customer service. I was told that he would take my information online but that I would have to send in pictures to them. I had done that. Then I had received telling me that they had needed a picture of a white sticker with the serial number on it. I had told them that there was no white sticker but the serial number was ***** as given to me by ***. They had sent me the same request no less than 5 times with me answering them with the same response. Then I had received an email requesting that I drive 20 minutes each way to *** and get them to print out a receipt and upload and send it to them. I had told them that *** was their vendor and they should call them and get what they need. I have not gotten any response from them since that. I had also asked them how that an older person without a computer could request that a warranty be fulfilled .I got no answer. I had also asked them about a person that did not know how to upload pictures and send them could be helped. Again no response. It is my believe that their system of collecting on their warranty is designed to make it too complicated and impossible for much of the population.

Desired Settlement: To receive my replacement as promised and for the company accessible to older and others who do not process a computer or the skills to upload and send pictures. The current process is set up to make people give up.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

We do require getting the serial number to authenticate the case. It does sound like there is no serial number on this case, so the next thing we do to authenticate the case is to see an itemized receipt from the retailer. We are not trying to give you the run-around. Case authentication is a critical step to our warranty process, and ultimately keeps costs down for the consumer. 

What I will do is get the information we have over to another department to try and get to the next step in the warranty process. I will send an email from your original incident informing you as much.

We may still need additional photos of your case, pending what we hear from that other department.

Please let us know if you have any questions.

Best,

*****

Consumer Response: Regards,

****** *****Complaint:
********

I am rejecting this response because: This is where we had left off. I had given
them the number on my case ***** at least 6 times. As a company I would think
that they would know what case goes with that number. They also already know my
phone type and model. And they already have pictures of my case. The only
difference in that message is that they are not insisting that there is a white
tag inside of my black case. Of which I am sure that I would of seen after
looking 3 times.
It also does not respond to the way that they require people to use a computer and
a camera and be able to upload pictures. I had asked some friends, neighbors and
relatives if they would be able to apply for their warranty . Beside my 3
brothers and myself all of the rest of them said that they would not be able to
take advantage of the warranty. That is unacceptable. It has been a lengthy
process for me and is a process that is designed to keep people from taking
advantage of a warranty that they had paid plenty for.

Business Response: Dear ******,

Thanks for reaching out to us. Sorry for any confusion about our process.

I did reach out to another department and they require one more photo showing the  inside back plastic where the serial numbers should be. Without having the receipt, this was a required step, as it is to verify the product as an authentic OtterBox.

Without this photo we will not be able to take any further steps in the warranty process and we will not be able to assist you any further on this claim. 


Please let us know if you have any other questions or concerns.

Best,

*****

Consumer Response: Complaint:
********

I am rejecting this response because:  They continue to ignore my question as to
how someone without a computer or computer knowledge can take advantage of the
warranty.
Also
I had already given them the number in the case and they insist that there is a
white tag on it and I had told them there is not. I was told by their vendor,
**** when I had bought this that all that I had to do was notify Outterbox
that it broke and they would send me another one. No where was it mentioned that
I had to send pictures and no where was it mentioned that I would have to send
more pictures after I had been told by their own people that the pictures that I
had sent were very clear but were looking for a white tag that was in some
models. I have told them that there was no white tag. 
I feel that I have to take this farther. It does not affect me but these people
are purposely making the process to keep about half of the population from using
a warranty. I feel that their vendor had lied to me and that Outterbox is not a
honest companyIf I would want to buy a new one all that I would do would be to tell **** that
my phone is a ******* ****** ** and they would know which one. So why does the
company that manufacturers the product not know? This is all to make people give
up on the long and unnecessary process. I will file a formal complaint with **** about this process. And I will use every source available to me to make these people honor their warranty.
Regards,

******
*****

1/14/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
1/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My original order was made because of the significant discounts advertised. After completing my order online, I never received a confirmation email that the order was placed or had been shipped (though it was verified that my order had been successfully processed on their website.) I contacted a customer service representative by email and was advised that the order did not go through and I should place it again. The status of the order however according to their website and my order number was "Being Processed" (which, at the present ***e, can still be verified.) I then contacted a customer service representative by phone who also told me she couldn't find any evidence of my order internally so I kindly directed her to the website and provided my order number. She agreed to re-enter my order herself as it appeared on the site but said she could only give me a 25% discount (versus the 30% discount I managed in my original order.) I was disappointed that the order had to be re-entered since the ship date was critical but I agreed to the order. I then received an email confirmation of my order where it appears no discount was applied. I immediately wrote their customer service an email (since calling the company is difficult for me since I currently live overseas) but have not received any reply to date.

Desired Settlement: I would like a refund in the difference between the price of my original order ($38.67) and what was actually charged ($64.39). It would be interesting to know if others complained about the same issue. I always believed this was a reputable company but it's possible others settled for a lost discount.

Business Response: Dear ***,

Thanks for reaching out to us, and sorry for any difficulty with these orders.

It does look like we failed to apply that discount for you. As stated before, we can't apply the 30% discount, but we are happy to help out with a 25% discount.

I have gone ahead and made that discount. It should be showing up in about 8-10 business days.

Please let us know if you have any questions. 

Best,

*****

Consumer Response: Better Business Bureau:

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

Regards,

*** ******

1/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: On 11/11/14, the LifeProof case that I had purchased failed to protect my phone. This rendered the phone inoperative. I filed a claim with LifeProof on 11/12/14 to get a replacement working cellular phone under their Total Water Protection Program that I had registered for when I purchased the case. The device I was seeking to replace was an I-Phone. The claim was approved and I awaited the replacement unit. The first of several replacement units arrived. This unit was not operational as it would not connect to Wi-Fi nor connect to the ******** Cellular network that was verified at ********. I filed another claim with LifeProof and sent the first non-working replacement unit back to them. The second replacement unit arrived to replace the first unit. This second unit also was inoperative. This device could connect to Wi-Fi but cou