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Otter Products LLC

Phone: (855) 688-7269 Fax: (970) 493-1755 209 S Meldrum St, Fort Collins, CO 80521 View Additional Email Addresses http://www.otterbox.com View Additional Web Addresses

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Description

Innovator of protective solutions for the leading global handheld manufacturers, wireless carriers and distributors.  We design, manufacture and market all of our products.

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.

Reason for Rating

BBB rating is based on 16 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 602 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

602 complaints closed with BBB in last 3 years | 284 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 113
Billing/Collection Issues 9
Delivery Issues 27
Guarantee/Warranty Issues 126
Problems with Product/Service 327
Total Closed Complaints 602

Customer Reviews Summary Read customer reviews

17 Customer Reviews on Otter Products LLC
Customer Experience Total Customer Reviews
Positive Experience 10
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 17

Additional Information

top
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. Gary A Rayner, CEO Mr. Brian Thomas, CEO
Contact Information
Principal: Mr. Gary A Rayner, CEO
Principal: Mr. Brian Thomas, CEO
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

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  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Web Addresses

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Additional Email Addresses

  • - eQuote
  • - Communication/Mass Email
  • - Communication/Mass Email
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Complaint Detail(s)

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Before I type my statement, here is a QUOTE from the Lifeproof Website: "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" http://www.lifeproof.com/en/why-lifeproof/proofs/ 100% PROTECTED! I have been totally ripped off by the company Lifeproof, who sells Cell Phone Cases to top Cell Phone Brands. I recently bought a brand new ******* ****** 5s from ******* ******** (Who I will get to next). I ALWAYS get insurance on my phones, but I did not do it this time. When I was buying my *******, I was asked if I was interested in a Lifeproof case? I needed a case so I asked her to tell me more about it. She told me my PHONE was covered for up to one year, through Lifeproof) if any damage happens to it. It was expensive, but my kids usually play with my phone, Im outside alot, etc, so I decided to buy it in case something happens to it. As she was ringing up everything, she asked me if I wanted insurance on my phone, I thought about it and I asked her if this case covers my phone up to one year, then why should I get insurance on the phone and spend more money? She says "Your right". So i declined the insurance. Last week, my phone got wet in the rain, and started acting crazy.... screen was flashing, windows starting popping up, etc. I took my phone out of the case and saw that the water came through the case and into my battery compartment. I was shocked it happened because it says "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". So I thought, No worries, I will bring it to my ******* Store and have it repaired or replaced. I brought it there and they said I have to file a claim through Lifeproof. I emailed the claim on Tuesday, with pictures in which I had to print out the sheet from the website to send over. It said they would get back to me within 2 business days (48 hours). No response. I called today, which is 4 business days after and they told me "Because I DID NOT register my case within 14 days of the purchase date, that I was NOT eligible to have my phone repaired, BUT they would send me a new case..LOL.. FIRST OF ALL, I was not AWARE that I had to register the case in order to be under warranty, I am not someone who reads "the fine print". Second of all, If I knew about having to REGISTER my case on line, I wouldnt of bought it because by registering ANYTHING on line, you get SEVERAL emails regarding the product and commercial emails asking you to buy products!!! I completely lost it (Mentally). I asked to talk to the supervisor, **** (he couldnt give me his last name because he was not legally inclined to do so), and he told me that the case isnt meant to be in hazardous conditions, and they do not stand behind any water damage to the phone and i was not eligible for a new phone. I told him my next plan of action was to file a complaint and take legal action so no one gets into the trouble like I am in. My next visit is to *******, and if they do not stand by the product THAT THEY SELL IN THERE STORES, then I will be filing this under there name also. I am an average Male who NEVER files complaints, but when its something very expensive to fix, and the company doesnt live up to there product that they say they do, then there will be a course of action so no one else gets this type of treatment!!

Desired Settlement: I want them to replace my phone!!! If I do not get my phone replaced, I will proceed for more further action...And I want customers to know about this problem so they do not get in the same situation as I am in now!

Business Response: Hello *****,

I am very sorry to hear about what has happened to your phone while inside a LifeProof case.  Under our standard Limited Product Warranty, our cases are covered within the first year from the date of purchase.  This warranty covers defects in material or workmanship of the cases themselves, but does not extend to anything we do not manufacture.  It is also stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside of outside of the LifeProof product under any circumstances.  Due to the fact that we do not manufacture the device itself, and also because there are far too many factors that are out of our control once a case has left our hands to guarantee a device cannot be damaged, we are unable to
cover damage to devices or personal property under this warranty.  With that being said, we would still be happy to get you set up with a replacement case free of charge under our warranty.  You may read through our full warranty at the following website:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do have our Total Water Protection Program (TWPP) that is included with cases purchased from ******* that covers water damage to a device while inside one of our cases, however, in order to qualify for
this program, you must register your phone and case within the first 14 days after the case has been purchased.  There is a card included in the packaging of each case purchased from ******* that overviews the program, shows you the website where you can find the full terms and conditions and register the phone/case, provides you with your registration code, and states that registration must be completed within 14 days of purchase.  You may see all of the information about the program at the follwing website:

http://twpp.lifeproof.com/

At this point in time, we will not be able to cover the damage to the device, but as stated previously, we can replace the case under warranty for you if you would like to.  In order to do this, we would just need to know what color the case is and we would also need the serial number from the inside of each piece of the case.

Best Regards,
*******

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

I am rejecting this response because:

ON-LINE QUOTES:

What it means to the rest of us:
Your device is safe from water and dirt. You can dunk it in water. You can drop it in the dirt. 

What it means to engineers:
IP-68 is the international standard for water and dust ingress protection. IP stands for Ingress Protection. 6 is the highest rating for solid particles. 8 is the highest rating for liquids. IP-68 rated enclosures can withstand circulating talcum powder for 8 hours, and water immersion to 2m for 1 hour.

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.

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.

Mishaps Accidents happen, and at some point, they happen to the best of us. Drops, fumbles, dunks, spills and splashes are just part of life. And, though we do our best to avoid them, even minor slips can cause major device damage. LifeProof delivers the oops-proof protection you need to take the sting out of the day’s missteps, mishaps and misadventures.

I will not take your offer for a free new case!  I am and will not refer your product to anyone.  The box is very deceiving to customers, and apparantely my ******* Store Employees, which they decided to not sell my the phones insurance because it says ON YOUR BOX that it warranties the device up to one year!!  You keep saying you promise this, you promise that.... What happens when your product BREAKS ITS PROMISE and ruins someones EXPENSIVE phone because the PROMISE didnt live up to its WORD!  In MY WORKPLACE, my customer will get the product if we break our promise.  I will GO TO EXTENTS with this to get my phone repaired by either you or *******.  ******* ******** sells your product, so you probably have a contract with them, its a phone call away to them to get this resolved NOW, because again, I will go the distance if I have to, i can PROMISE YOU THAT!  Get this resolved, or I will take the next step


Regards,

***** ******

Business Response: *****,

I apologize for the inconvenience with the situation and that we are unable to cover the damage to your device.  While our cases are designed to give added protection, we are unable to guarantee, and have never said that we guarantee that a device will not be damaged while inside of our case.  It also does not state anywhere on our packaging that we will warranty the device up to one year as that is something we are unable to do, I am very sorry that you were given that misinformation.  Since it is not stated anywhere on our packaging or advertising, or in our warranty that we guarantee a device cannot be damaged while inside one of our cases, and also since it is stated it our warranty that we are unable to cover devices under any circumstances, we will not be able to replace your device for you.  Once again, we would be happy to replace your case under our warranty for you, but that is the most we can offer at this point in time.  I apologize again for the inconvenience, but please let me know if you have any further questions.

Best Regards,

*******

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

I am rejecting this response because:

This is your previous quote:
"While our cases are designed to give added protection, we are unable to guarantee, and have never said that we guarantee that a device will not be damaged while inside of our case.  It also does not state anywhere on our packaging that we will warranty the device up to one year as that is something we are unable to do, I am very sorry that you were given that misinformation"

Explain the attached picture of the sticker on your case...Total Water Protection Program, 1 YEAR, DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED!  EXPLAIN THAT! Is that NOT MISLEADING A CUSTOMER??????????  Please have my phone replaced or fixed

Regards,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/15/2014 Advertising/Sales Issues
9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The following is the promise that LifeProof makes to their customers but in reality they do not mean a word of it. ("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.") This promise came directly from their website. I purchased my daughter a brand new ******** and LifeProod case on 8-6-14. My daughter left for ******* on 8-8-14 and was so excited to use the new phone and case. I got a call from her on 8-15-14 stating that her phone would not turn on so she took it to ****** and they told her that the phone has water damage and is ruined and that she needed to call LifeProof because the case is guaranteed. I called LifeProof and they said that they can not replace the phone and that they will not refund my money for the case but that they can send me a new case. This company does not live up to the promises that they are telling their consumers.

Desired Settlement: I feel that the company should replace the new phone that was damaged by their faulty product and that I am entitled to a refund for the faulty case.

Business Response: ********, 

I am sorry to hear about the damage to your daughters phone. We advertise our cases as waterproof because they are designed and tested to meet IP68 standards for water and dust intrusion. Every case is water tested at the factory to insure it is waterproofed. In the owners manual we instruct our customers to water test the case prior to ever installing any electronic devices as well as before any planned exposure to water, every 3 months after purchase, and after the case experiences any shock. If these instructions are not followed this can result in damage to the device. We are only able to warranty the products that we manufacture, because we do not manufacture the device we are not able to cover it under our warranty. We would be willing to offer a refund for the purchase price of the case. If you are interested in pursuing a refund for the purchase price of the case please let me know and I will let you know what information we need. I apologize for any inconvenience this may have cause you. Please let me know if you have any additional questions. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a brand new ****** 5c and the LifeProof fre case in January. In June, my phone was in the LifeProof case and the phone dropped and my screen shattered. I called LifeProof customer service and they said they did not cover phone damages even though the box from the case says "Shockproof: Survives drops from 6.6 feet (2m)" and that the case protects the screen. I then sent a letter to the corporate office and heard nothing back. I then just replaced the screen on my phone for $100. Then another time in late August I dropped my phone again in the LifeProof and the screen shattered again. This time I called LifeProof's customer service and asked to speak to a supervisor. I asked the man if I could just return the case and get my money back because clearly this case is not "life proof". I have yet to hear anything back from customer service. I then had to fix my screen again for another $100.

Desired Settlement: I want the money that I paid for the case refunded and/or compensation for spending $200 for the screen replacements

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

I am very sorry to hear about the damage to both devices while inside of a LifeProof case.  Under our Limited Product Warranty, we are always happy to replace a case free of charge.  This warranty covers defects and damage to LifeProof products, but is only covers products manufactured by LifeProof.  Since your device was not manufactured by LifeProof, we are unable to cover the damage to it.  It is stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside of outside of the LifeProof product under any circumstances.  If you would like to read through our warranty in full, you may do so at the following website:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Once again, I would be happy to replace the case free of charge under our warranty, I would just need to know what color the case is, and the serial number from the inside of each piece of the case.  If you would not like a replacement case and would prefer to proceed with the refund for the purchase price of the case, we can do so instead, as long as it was purchased within the last year.  In order to get a refund created, we would need you to send us a copy of the receipt for the purchase of the case.  The receipt must show the purchase date, where it was purchased, the product that was purchased, and the purchase price.  We would only be able to refund the purchase price of the case, meaning it would not include any tax or shipping included in the original purchase.  Once we receive that receipt, we can get the information forwarded to our Finance team for the refund request.

Best Regards,

*******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, although I feel like they should not call their products "LifeProof" if they aren't life proof all I really want is to get my money back for the case. Attached is the picture of my receipt that needs to be forwarded to LifeProof for my refund.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a ****** 5c in December got the Life Proof case in January to protect the screen and phone. The case broke in April/May. Took the company two to three months to replace it after calling four to five times. And many excuses of why the case had not been sent. This weekend 8/30 my daughter dropped the phone. Called ******* on 8/31 to inquire about someone replacing the screen. ******* stated to call Life Proof. Called Life Proof on 8/31. Talked to the representative let him know what had happened to the phone. Representative stated that the case doesn't protect the screen. I said to the representative but that's what the ******* representative and the box states on the front of it. That was the whole purpose to buying the case. I stated on the case it states can dropand survive up to 6.6 feet. I had the box out and read it to the representative. I said so are you stating that what's on the box is for the case and not the phone, he said we only warranty the case, the phone is made of glass. I said to the representative, that's the advertising that's on the box, and the ******* representative stated it will proteect your phone. I said do you think I would have paid $80 for the case if it wasn't going to protect the phone. The representative stated well sometimes when you drop the phone it might protect it from breaking and other times it won't. Again, I said to him both you and the ******* people have falsely sold these cases. That's why people have bought these cases are for the protection of the phones, what in the world do we need to pay $80 for the phone case and it doesn't protect our phones. Again, I stated that the box states the phone can fall 6.6 feet and total protection of drops.

Desired Settlement: Replacement of the ****** 5C. Totally fasely advertising the product. I'm sure if people knew that they were only buying the case and no protection of the phone, they wouldn't buy it.

Business Response: Hello *****,

I'm sorry to hear about the damage to the phone while inside the LifeProof case.  While we do have the Limited Product Warranty that covers damage to a LifeProof case, this warranty does not extend to the device itself.  Due to the fact that we are unable to control every situation that a phone and case may be put into, and also due to the fact that we do not manufacture the device, we are unable to cover it under our warranty.  It is also clearly stated in our warranty that we are unable to cover damage to devices inside or outside of a LifeProof product under any circumstances.  If you would like to read through the warranty, you may do so here:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As stated before, we can absolutely replace the case free of charge for you under our warranty.  If you would like to have the case replaced, we would only need to know what color the case is, and what the serial numbers are on the inside of each piece of the case.

Best Regards,
*******

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

I am rejecting this response because: Clearly it is false advertising on the box that the case is in when you purchase it.  Also, the ******* Representative falsely was stating information about the product was not true.  My case is not broken.  My phone is. I have sent you the copy of the box for the case on the front and inside the box.  I have attached the copies again for your review.  

Regards,

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

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Lifeproof nuud Case for my **** **** from ****** on August 10th. I followed all the instructions and did the water test, as instructed, multiple times to confirm that the case was water tight. We flew to ****** and the first day we were there the case leaked and my **** is now completely broken. I took it to the ***** store and they said the best they can do is replace it with a refurbished model for $219 due to the water damage. I am outraged since they claim that this case is water proof and can even be submerged "6.6 feed for 60 minutes". I tested and re-tested the case before leaving on my vacation and am now out a lot of money.

Desired Settlement: I feel that Lifeproof should have to pay to repair my **** **** since they advertise that the case is completely water proof.

Business Response: Hello ****,

I am sorry to hear that your **** was damaged while inside of a LifeProof case.  We would be more than happy to replace the case for free of charge under our Limited Product Warranty, however, this warranty does not cover damage to the device.  Our warranty is set up to assist with replacement cases free of charge, and covers damaged or defective products that we manufacture.  Since we did not manufacture your iPad, we are unable to cover it under our warranty, and we cannot assist with the replacement of the device or reimburse for the cost of the new device.  Our warranty does clearly state what we are able (or unable) to cover, and can be found at the following link:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As before, I would be happy to replace your case for you under our warranty, free of charge.  In order to do so, I will need to know what color your case is, and I will also need the serial numbers from the inside of each piece of the case.  As soon as I have that information, I can place the order for your new case and have it sent out to you.

Best Regards,
*******

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

I am rejecting this response because:

If Lifeproof is going to advertise that you can take your electronic device into and submerge it in the water, they need to be held liable when their product fails.  No, I do not need a new case since I do not have an **** to put into the case. 

Regards,

**** ****

Business Response: ****,

Once again, I am very sorry to hear about the damage to your **** while inside the LifeProof case.  While our cases are advertised to be waterproof, and are even tested before they are sent out, once a case has left our warehouse, there are too many factors that are out of our control that make it so we are unable to cover damage to a device while inside of a LifeProof case.  This is why it is stated that the limited warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product.  Once again, I would be happy to replace the case free of charge under our warranty, but that is all we would be able to do at this point in time.  In order to replace the case, I would just need to know what color the case is and what the serial numbers from the inside of each piece of the case are.

Best Regards,
*******

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

I am rejecting this response because:

It doesnt seem we are going to come to a solution that is mutually acceptable. I am not happy with the replacement of the case since, once again, I have no working **** to put in it. 
Regards,

**** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lifeproof case from a corporate ******* retail store. The case was sold to me as a waterproof case. The ******* sales rep assured me that the case was waterproof and that Lifeproof would replace any phone damaged due to water damage. Lifeproof also advertises their case as waterproof right on the packaging. I followed Lifeproof's instructions and tested the product before using it. Recently my phone received water damage while in the Lifeproof case. As a result my ****** 5 had to be replaced and I incurred a $179 deductible from the ******* insurance provider *******. Lifeproof has agreed to replace the case but will not make me whole on the replacement phone I had to purchase. Thanks, ***** ********

Desired Settlement: I would like for Lifeproof to make me whole on the cost of my replacement phone, $179.00.

Business Response: Hello *****,

I am very sorry to hear that your phone was damaged while inside the LifeProof case.  Under our Limited Product Warranty, we are able to replace damaged or defective cases free of charge, however, this warranty does not cover damage to devices.  We are unable to cover damage to a device that was in one of our products because we cannot control everything that may happen to a phone and/or case, and our warranty also only covers products that we manufacture.  Since we do not manufacture your device, we are unable to cover any damage to it.  It is stated in our warranty that we are unable to replace the device or reimburse the cost associated with replacing the device under any circumstances.  Our full warranty can be found at the following website:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

I am seeing that we have already sent you a replacement case free of charge and it is currently on its way to you, so at this point in time, we have done all that we are able to for you under our warranty.  So, as stated before, we are always more than happy to help with a new case replacement under the warranty, but we are unable to cover damage to devices.

Best Regards,
*******

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

I am rejecting this response because:

You offer a 100% waterproof guarantee and that guarantee is printed on your packaging and website.  I would be happy to return my faulty case and you could see for yourself that it has failed.  I would not be asking to be made whole if I had damaged the case, i.e. punched a whole or the likes.  The fact that you advertise your case as waterproof and then do not stand behind it when it fails is a shame to customer service.  

Regards,

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

Business Response: *****,

While our cases are advertised as being waterproof, and are tested before they leave our warehouse, there are too many factors that are out of our control once the case has left us in order for us to guarantee that a phone cannot be damaged while inside of one.  It is for this reason, among others, that we state in our warranty that we are unable to cover damage to devices under any circumstances.  I apologize for the inconvenience, but as stated before, since we have already sent a replacement case for you, we have done everything we can do for you under our warranty at this point in time.

Best Regards,
*******

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

I am rejecting this response because:

It is crap!

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a new ****** 5S for my son on August 2, 2014 at the *** store in ******* *******, **. They highly recommended that we bought the Lifeproof case NUUD IPH5S BLK for his phone, since this case was guarantted to be waterproof, dirt proof, and everything proof. I paid $90.00 for it. My son called me yesterday from the same *** store letting me know that his phone had water damaged and that the case was defective because it did not protect it. Calle Lifeproof and talked to a few employees, including a manager by the nae ***** and they will not take responsibility for the damages of the phone. They only offered to exchange the case for a new one. They tried to put the blame on us by telling me that we had to test the case before we put the phone inside. I told them that the box specified in big letters that this case had been tested and it was ready to be used. They continued to say that things can get damaged on the way to the stores. I don't think that should be our responsibility to figure that out. The *** store employee offered to put the phone in the case, and they should also know better if the sell these items. There was no point of talking to this people. I think this is all a scam and that they are seeling items that do not work as they advertise them. They would also not refund me my money because they said that I had purchase it directly from them. *** will not refund me for the case because they say that it has been more than 10 days. Lifeproof honors 30 days, but not if you purchased at a store. Is this a joke? I think they are together on this, and I do not appreciate it.

Desired Settlement: I would like for Lifeproof to take responsibility for the damages and reimburse us the $199.00 we had to pay yesterday as a deductible for the insurance on the phone in order to get a replacement, and to refund the $90.00 I paid for the case.

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

I am sorry to hear that your son's phone was water damaged while inside a LifeProof case.  Under our Limited Product Warranty, we would be happy to replace the case for you, however, this warranty does not cover damage to a device at all.  Our warranty is limited to products that we manufacture, and since we did not manufacture the phone, we are unable to cover any damage to it.  It is also stated in our warranty that we are unable to cover damage to a device under any circumstance.  If you would like to read our full warranty, you may do so at the following website:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As before, we would still be happy to replace the case free of charge under our warranty, we would just need the serial numbers from the inside of each piece of the case.  As an alternative to replacing the case under warranty, we instead could offer a refund for the purchase price of the case, as long as we could obtain a photo of the purchase receipt.  The receipt would need to show when the case was purchased so we can see it was purchased within the last year, where it was purchased, that it was a LifeProof product that was purchased, and the purchase price of the case.  We would send this refund out in the form of a check made out to your information, and it would only be a refund for the purchase price of the case meaning it would not include any taxes or anything else that was paid for.  Once I get the receipt, I can proceed with the refund.  While this will not cover the full cost of replacing the device, it can be put towards the replacement cost.

Best Regards,
*******

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

I am rejecting this response because when they recommended and sold me the case they specifically stated this was a waterproof and protective case against all weather and dirt conditions.  They never talked about testing or the possibility of not working.  I bought this phone and case on August 2nd this year.  So don't worry about being a year old, it was only 25 days old when this happened.  I am not asking for the full cost of the phone, which is $700.00.  I am asking for the $199.00 that we just had to pay for the deductible of the insurance company to replace it.  And yes, I do have the receipt. 

Regards,

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

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

I apologize for the inconvenience with the situation, but we will not be able to cover the cost of replacing the damaged device.  There are too many factors that are our of our control in this sort of situation that could cause something like this to happen, so we are unable to cover damage to devices because of this.  It is stated in our warranty that we are unable to cover the replacement or cost of any electronic device or personal property inside or outside of the LifeProof product under any circumstances.  As offered previously, we can refund the purchase price of the case as long as we are able to acquire a copy of the receipt for the purchase, but that is the most we can offer at this point in time.  If you would be able to send in the copy of the receipt, we can get the refund process started for you as soon as possible.

Best Regards,
*******

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

I am rejecting this response because:

I read your response, and even though I understand that you are going by your company policy, I still don't agree with it.  In my case, no one at the *** store explained about your company policy, or about the need to self test the case.  If not, they would have not put the phone in the case and get it ready to be used.

We can be here back and forth for the rest of our lives trying to resolve this issue, and unfortunately I don't think it will get resolved just between the two of us.  I spoke to my son last night and he told me just to have you send me another case, and we will make sure to test it before using it.  If you want to see copy of the recipt, or the case, I have it here with me.  Send me an e-mail address where I can upload the pictures of the receipt and case and send them to you.

But I hope you understand how I feel about this company, and that I am not going to recommend or give good reviews about the Lifeproof case.  I am also going to look into filing a class action suit.  I am sure there are many other people out there that has been on our same situation.  Please do not consider this a threat, because it is not intended to be that.  I just think that as a cosumer, we should be protected against companies like this one.

Thank you for your assistance, and I await to hear from you to do whatever it is that I need to do to get my son's new phone protected.

Respectfully,


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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a cell phone cover for my mom's cell phone - when I realized I ordered the wrong one when received it I immediatly contacted the company & I sent it back. The item was received back on 8-1-14. I was told it would take 7 to 10 days to process refund & then the bank would take 3 to 5 days. I contacted the company again because I still hadn't received credit for it - I was again told the same thing. That was on August 15th - see below. I copied & pasted the conversation. Dear ******, Notes from *********: Thank you for your email. We have processed your return and sent it to your financial institution. It could take 7-14 days for you bank to credit back your account. Please check with your bank. If you have any additional questions please contact us. Thank you and have an otterriffic day! Sincerest Regards, ********* LifeProof Customer Service ***** ********

Desired Settlement: I just want my money back.

Business Response: Hello ******,

I apologize for the delay in getting your refund processed.  I am seeing that the funds were refunded back to you yesterday (August 27th), so at this point in time if you have not received the refund, we are just waiting on the bank.  The refund had not been processed on our side before yesterday regardless of what you had been told, but I am seeing that it has officially gone through on our end now.  At this point in time, we will just ask that you wait the 3-5 business day period for your bank to get the funds back into your account, and we should be finished with the refund process.

Best Regards,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a ********* *** **** for Iphone 5c on April 22 of 2014. Case is cracked. Contacted via website for claim. I received a reply asking me what case I had so they could send a replacement. An hour later they state the case is not authentic and they are not going to warranty it. It is authentic. I have the SKU number from the box. I sent one picture which is identical to the cases online yet they are stating its fake. They will not reply to my emails now or verify its authenticity,

Desired Settlement: A new case to replace the broken one I have that isnt going to protect my 300 dollar phone.

Business Response: Hello Eric,

I'm sorry to hear that we were not able to replace your case for you.  Under our Limited Warranty, we are able to cover and replace products that have been manufactured by ********* and have shown signs of a manufacturer defect.  After we received the photos of your case and the serial numbers from the inside of the case, the photo and information were forwarded to our Brand Protection team for authentication.  The Brand Protection team, a team dedicated to determining the authenticity of our cases through photos and other information gathered, came to the conclusion that your case is counterfeit.  As stated before, we are able to cover and replace products that were manufactured by *********, but in this situation, since the case was determined to have not been manufactured by *********, we will not be able to provide a replacement case.  You may visit the following webpage for tips to help avoid purchasing counterfeit products, and also to report counterfeit ********* products:

http://www.*********.com/en/fake-*********-case/

Best Regards,
Patrick

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *********I bought a ********* phone case because of the product packaging that guaranteed its quality. However, the product was damaged. I contacted the company through its Web site on April 18, 2014 and received an automated response from an employee named *** asking me to provide information about the product. I complied on April 25. Four months went by and I did not hear anything further. On August 11, 2014, I sent a follow-up e-mail with all the information and reminding the company that it had not responded. It responded by sending me an "automatic reply" telling me to go the Web site and fill out an e-mail form, which is exactly where I began on April 18. I am extremely disappointed that I have wasted so much time and the company has not even paid attention. I could have purchased any number of competing products at a lower cost but instead I paid a premium for a ********* case expecting the company to stand behind its product. I have used the damaged case for four months and by the time I receive a replacement I will probably have a new phone that it will not fit. It appears that the company has set up its so-called "customer service" to give customers with defective products the runaround until they give up.

Desired Settlement: I would like a new ********* phone case.

Business Response: Hello ******

I am sorry that your warranty has taken quite a while to get replaced. Normally we get our warranties resolved quickly and efficiently. Right around the same time you filed your warranty claim, we were in the process of switching customer service systems. I am not able to find you in our newer system, so it's possible that your claim was lost when moving systems. This would also explain why you got an automated response of "filling out the warranty form online". What I can do for you is place the warranty order myself in the newer system. If you simply tell me which iPhone you have currently, and the serial numbers located inside the case. Once we get that information we can proceed as normal under the warranty.

Thank you,
*****

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

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

Regards,

***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** **** purchased the ********* case at a ******* *******s store with a brand new i***** ** 2 months ago on 6/14/14. He immediately registered for the total water protection program, and followed all of the directions he was given. He tested the case before using it with the phone and no leaks were found. We went on vacation last week and he went to turn on the phone it would not turn on and he noticed water inside the ********* case, giving a clear indication that water had gotten inside the case. The phone will not turn on and has no other apparent damage. We submitted a service request and paid the required fee, and the claim was denied. Upon calling a manager at ********* today (8/15/14), we were told - for the first time - that the registration was not complete due to one of the photos that was submitted during registration not being exactly correct. We have an emailed "Registration Confirmation" dated 6/15/14 that appears to indicate the registration was complete. We were never informed that any information was missing. This phone and case are two months old and now both the case and the phone are worthless, and ********* has refused to repair or replace them.

Desired Settlement: ********* should have made it perfectly clear that something was missing from the registration, as the email that was sent made it appear that everything was in order. To practice good business and customer service, they should approve the request to repair/replace the phone and case. We are willing to pay the repair fee, they should follow through on their end of the agreement and finish the job.

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

I am sorry to hear that your case leaked, damaged your phone and you had to put in a claim with our Total Water Protection Program (aka TWPP). TWPP is an insurance program to help aid you in getting a phone replaced if it gets water damaged. Since it is an insurance program, the registration information needs to be exactly correct. There is no room for error when filling out the "paperwork" and submitting photos. As you were filling out the TWPP form online, we do give exact examples as to what is needed. If the photos aren't correct, there is no back-up to tell you they are incorrect. At the end of the form you hit submit, we do send the confirmation. The confirmation is simply there to let you know that the information you provided was submit, which is not to be confused with submit correctly. I am sorry that you were denied your TWPP claim, but since the information wasn't submit correctly we cannot replace your device. 

What I have done for you is refund the charge of the claim. This should take about 3-5 business days to be put back onto your card. You should also receive an email letting you know that we are crediting that amount back to your card.

Sincerest regards,
*****

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

I am rejecting this response because:

I would like to see the photos that were submitted, as well as verification of what is incorrect please.  We do not have access to them because they were taken by the phone that will not turn on.

Also, we still have a phone that will not work and a case that was defective.  You should at least refund the $99 that we paid for the case.  Please note that replacing the case will not help our situation since the phone does not work.  A full refund of the $99 and verification of the photos that were submitted incorrectly would satisfy us.   One of the photos we provided was a copy of the receipt.

Regards,
****** * ***** ****

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

I have attached the photo that was uploaded along with the TWPP registration for your viewing.  When registering for the TWPP program, it asks for a screenshot of a specific page on your phone to be uploaded to allow us to see certain information on and about your phone.  As stated before, when submitting the photo for the TWPP registration, it simply lets you know that a photo has been uploaded, and does not inform you if it includes all of the required information.  So, since the photo was of the package and not a screenshot of the information on the actual screen of the phone that was asked for, we did not have the necessary information required when you had submitted the repair request.

As far as the refund for the purchase of the case, I was able to find your receipt, so the required information has been sent to our Finance team for approval.  If there are any issues, or if we need any other information, I will be sure to let you know, but other than that our Finance team should be able to get the refund created and the check sent out later this week or early next week.  We will be refunding you for the purchase price of the case at $99.99, and the check will be made out to Robyn's name since that was the name that had been submitted with the TWPP repair request.  When we have submitted everything and created the refund, you will be receiving a conformation email from us for conformation.

Best Regards,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Lifeproof Nuud waterproof case for my daughter's ****** 5 on Saturday 7/19 from the ******* store. When we got home, we performed the waterproof test for exactly 1 hour and found the case passed the waterproof test. Once we determined the case was waterproof, we installed the case on my daughter's phone, checked to make sure the case and phone were properly installed and had our daughter take a video underwater in our pool to test it out. As soon as she began filming her video on her ****** the phone immediately started displaying lines across the screen and began going off and on. We immediately took the phone out of the water, removed the case and checked it. Unfortunately power did not come on. We put the ****** in a bag filled with rice and waited until Sunday morning to contact the ******* store about what happened. On Sunday 7/20 we contacted ******* about the problem with the phone and they told us to contact Lifeproof directly. We contacted Lifeproof on Monday 7/21 and the 1st question was from their customer service rep was "did you register your phone?" Unfortunately, we did not registered the phone prior to the mishap and was told that without the screenshot from my daughter's phone, they will not be able to replace her phone. We offered to provide other paperwork to show proof of the phone and to show proof that my daughter's phone was working PRIOR to buying the Lifeproof case (******* was more than helpful in providing all the call logs and receipt to show the last text/call on the phone was just after the time on the purchase receipt). The ******* employee that helped was willing to provide a statement that the phone was working when we bought the case. None of these documents we offered were accepted as proof and even after escalating the call to a manager, we received a very canned response "sorry, we can't help you without a screenshot". My biggest complaint is, NOWHERE on the owner's manual, on the box or on the warranty card does it state that the product must be registered PRIOR to use for the warranty to be valid. The owner's manual has the following steps - check seals, water test, install ******, install scratch protector (all of which we did according to the manual). In the warranty section, NOWHERE does it state that owner must register prior to use. On the Total Water Protection Program Registration card it states " Using the device you wish to register, log on and follow the registration instructions at www.lifeproof.com/twpp. REGISTRATION MUST BE COMPLETED WITHIN 14 DAYS OF PURCHASE. NOWHERE does it say on the card that the phone must be registered PRIOR to use. Had we known that, we would definitely have registered before using the case. Now we are out the $107.94 we paid for the case AND it will now cost us $160 to replace my daughter's ****** 5 through ******* which we really cannot afford to do. Our effort to protect my daughter's expensive phone from damage has become a very costly experience for us.

Desired Settlement: We would like Lifeproof to honor their warranty by replacing my daughter's ****** 5c because it was damaged by a Lifeproof case.

Business Response: Hello ******,

I am sorry to hear that your daughter's phone was water damaged in the case. Under our Limited Product Warranty, I am more than happy to replace your daughter's case, but I cannot refund, replace or reimburse any costs associated with the device. Our Limited Product Warranty is designed purely to replace broken cases and products manufactured by Lifeproof only. This means any product not produced by Lifeproof is not covered under this warranty.

We do offer our Total Water Protection Program to cover devices for situations just like this. This program, also known as TWPP, is water insurance for your phone. We understand that life can be rough on your case, and if a case isn't properly inspected before going under water then it can leak. This is why we offer water insurance to help replace your phone. Since this is insurance for your phone, it does have to be done prior to the case use. As with most insurance programs, registration must be done prior to use and must be done in the proper format. While you said you have proof with phone calls and texts, unfortunately this is not the proper information we need for the TWPP registration. We give the 14 day limit on the purchase because we know people buy them as gifts. We want to give people some wiggle room so that if they do receive a Lifeproof product as a gift, they still have time to register their device and product. 

What I am able to do for you is replace your daughters case. This will happen under our free of charge warranty. All I need are the case serial numbers and the color of her case. Once I have that information I will be able to resend the new product.

Sincerest regards,
*****

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

Hello,  Can you please open this complaint as we DO NOT want to close this issue at this time.  Because the complaint was closed, we did not get the opportunity to respond although we were given 10 days to do so.   We would be very grateful if you could open our complaint #10149185.  Our daughter has lost a good amount of her saving because of this company.  
 
Here is our response to the manufacturer’s response…
 
I am rejecting this response, and I hope the BBB rejects this response on the following grounds:  Nowhere in LIfeProof documentation does it clearly inform your clients to register the phone before taking it in water.  Instead it clearly states you have 14 days to register the phone.  Nowhere in your documentation, which we followed to the letter, is there an effective warning that if you don’t register in a very specific way, and then the LIfeProof case fails, that phone will not be warrantied. This warranty, conveniently used to sell the case, turns out to be very inconvenient to obtain, because usage instructions (or lack thereof) make it so.  The result is customers are placed in a state of peril not known to them, but clearly known to the company LIfeProof.   We understand the policy of providing a proof of a working phone is designed to prevent fraudulent claims, but in our case we have proof of this on MyVerizon.net, where the phone shows activity the day after we purchased our case.  However, we were told our type proof is not acceptable because it merely differs from the type of proof required by LifeProof, even though it accomplishes the same goal, and is effectively the same thing.  Our claim was rejected on this technicality merely because of the form, not the substance, of how we proved that our phone was working when it went in the water.  This is unacceptable.  These facts, along with the many similar complaints we found online, is the reason why we feel there’s substantial evidence to show LIfeProof profits from client losses.  We strongly feel the attorney general of the state where LifeProof is headquartered should review their business practices.  It’s clear that many customers can benefit from this review.
 
Thank you,
****** *********
************

Business Response: Hello ******,

While the registration may not inform our customers to register their case and phone before taking it in water, we do require specific information to be included with the registration, some of which can only be found on the phone being registered.  If this phone is damaged prior to registration, this information cannot be obtained in the form of a screenshot that is asked for, and the phone and case cannot be registered.  It also does state that in order to be covered under the TWPP program, your phone and case must be properly registered.

As stated before, we would still be happy to send a replacement case under warranty for you, free of charge.  In order to do this, we would just need to know what color the case is, and we would need the serial numbers from each piece of the case.  Once we have this information, we can get the replacement order placed, and the replacement on its way.

Best Regards,
*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got a new ******* 3note paid 59.00 for an otterbox case thinking that it would provide me protection.otterbox advertises that it protects your mobile device against water, dirt, snow and shock. They advertise that there is a warranty. The consumer believes that their device is warrantied and protected from these events. However, the warranty only covers the case itself and does not cover anything related to the device. This is misleading. The packaging leads a consumer to believe that paying three times the price for a case is worth it because your device is protected. The very fine print of their warranty statements says "Product warranty only covers the outterbox product - it does not cover any non-otterbox product or device". However, the packaging advertises that the phone is protected, leading the consumer to believe that the phone is covered if the case fails to do what it claims it does. If the case fails, the company will replace the case. A lot of good that will do, if the case fails than I would not want a new case because clearly it does not do what the company claims it does. Why even buy the case if its not protecting the item but only the case that's stupid thing I ever heard. Allot of costumers believe that the otterbox is protecting there item in fact its not. Not I have to spend 300.00 out of pocket because the case didn't protect against anything Desired Settlement: I would like to see the advertising and packaging to be more representative of the accurate warranty. Using the word "Proof" leads consumers to believe nothing will go wrong. Having a warranty means nothing, as they do not cover the device the advertising and packaging pretends to "proof".

Desired Settlement: This company needs to reword there advertising and stop misleading costumers. If they tell costumers up front that its not protecting there item and the only warranty your going to get is for the stupid case. NO ONE BUY THIS JUNK

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

I am sorry to hear about what has happened to your phone while it was inside an OtterBox case.  Under our warranty, we are always happy to replace a damaged or defective case free of charge, however, this warranty does not cover damage to devices.  The warranty only covers products that we manufacture, and since we did not manufacture your phone, we are unable to provide a device replacement or reimburse for any costs associated with replacing the device.  If you would like to read our warranty in full, you may do so at the following link:

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

As stated before, I would be more than happy to replace your case under warranty, I would just need to know what color the case is, and I would also need the four digit product code that is stamped on the inside of the case.  This number will be located inside either a circle or a square stamp, and there will be one located on the inside of each piece of the case.  As soon as you can get this information over to me, I can get the replacement case ordered for you.

Best Regards,
*******

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

I am rejecting this response because:
You need to clarify this warranty on your item not wait until people stuff gets broke . what Is the use if the outter box then. you can refund me the cost of the case since I was mislead and there no purpose for your case

Regards,

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

Business Response: *******,

While our cases are designed to give added protection, we have no way of guaranteeing a device cannot be damaged inside of a case as there are too many factors out of our control in order for us to do so.  We also are unable to cover damage to a device that we do not manufacture.  Our warranty may not be included in full with the cases themselves, but it is stated in full and available to the public on our website.  Under our warranty, we are typically not able to do so, but if you would be able to provide us with a copy of the receipt for the purchase of the case, we can send out a check refund for the purchase price of the case.  In order for us to do this, the receipt would need to show where the case was purchased, that it was an OtterBox case that was purchased, the purchase price of the case, and the date of the purchase to show it was purchased within the last year.  If you would be able to get the copy of the receipt in to us, we can get the refund request sent over to our Finance team for approval and get the check refund on its way to you for the purchase price of the case.

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.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son purchased a Lifeproof case that did not perform as it should. The defect ruined his **** touch, which cost over $230. The company claimed the case was waterproof, but water was able to enter the case and ruin the device.

Desired Settlement: I would like a refund for the case and **** device.

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

I am sorry to hear that your son's **** has been water damaged while in the case. Under our Limited Product Warranty, I can replace your case. However, I cannot assist with your device under our warranty. The Limited Product Warranty is set up to assist with free replacements for any damaged cases. The part that is limited is what we are able to cover under that warranty. It is limited to the products that we manufacture only, and cannot be extended to any products produced outside of Lifeproof. Since your device was not manufactured by us here at Lifeproof, we are unable to assist with a refund, reimbursement or replacement of the device. Our warranty does clearly state what we can and cannot cover. If you would like to read our warranty in it's entirety, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do advertise our cases to water proof as we have passed industry standards for what constitutes water proof. Our cases are designed to be added protection, but we cannot guarantee that our product will 100% protect your device. There are simply too many variables as to why a case might leak that we cannot over the device. It is rare for a device, such as your son's ****, to be damaged while inside the box.

As I stated earlier, I am more than happy to replace your case free of charge under our Limited Product Warranty. I will simply need your case color and serial numbers located inside the case. As an alternative to the case replacement, I can offer a refund for the case itself if it was purchased within the last year. In order to offer this refund I will need a purchase receipt. This receipt must be itemized showing the date of purchase, place of purchase, product and product price. Once I get that receipt, I can move forward with a refund. This refund is a check refund, and will be made out to your information. While this doesn't replace the device itself, the money is yours and go towards the price of the new phone.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased the LifeProof Nuud case for the ******* 5c. The necessary tests were performed, once the phone went into the pool, the case quickly filled with water and destroyed the phone.

Desired Settlement: Replacement of the phone. I don't want the case. The case was sent back to the Apple store. The product is misleading and does not perform as promised.

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


I am sorry to hear that your phone was water damaged while inside the case.  Under our Limited Warranty, we are more than happy to replace the case for you free of charge, however, this warranty does not extend to the device itself.  The warranty only covers products that LifeProof manufactures, and since your phone was not manufactured by LifeProof, we are unable to cover damage to it.  It is stated in our warranty that we are unable to cover devices under any circumstance, and the warranty can be found at the following link:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As stated earlier, we would be happy to send you a new case free of charge for your new device, we would just need to know what kind of phone you would need a case for, and which color you would prefer.

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.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/2/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased LifeProof phone cases for my daughter and I this year. We previously used Otterbox cases. My daughter's phone scree recently cracked despite having on the LifeProof case and the case remained in tact. When I called customer service they indicated that unfortunately they only warranty the case not the product in it...then why invest in their product? We will be switching back to Otterbox but I wanted others to know about this type of misleading advertising. You purchase a product because you trust in what its purpose is: to protect your phone. If it does not meet the customer's expectation in doing so, the company should stand by its claims and reimburse for the damage sustained. This is not the case. I want others to be aware....

Desired Settlement: My ultimate goal would be for LifeProof to stand by their product and at least reimburse me for the cost to repair the screen ($150). I am not unrealistic...I did not ask for the cost to replace the phone at whatever ridiculous rate ******* would charge. At a minimum, I would accept the cost of the case which was $90.29 on ******.com.Any assistance would be greatly appreciated.

Business Response: Hello ****,

I am sorry to hear about your daughter's phone cracking while in the case.  We are always happy to replace one of our cases free of charge under our Limited Product Warranty, however, this warranty does not extend to products that we do not manufacture.  Since your device was not manufactured by LifeProof, we are unable to replace the device or reimburse the cost associated with replacing the device.  Our warranty does clearly state what are able (or unable) to cover and can be found at the following website:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITEDPRODUCTWARRANTY

As stated before, I would be happy to replace the case free of charge under our warranty, I would just need to know what color the case is, and I would also need the serial numbers from the inside of each piece of the case.  If you would not like a replacement case and would prefer to proceed with the refund for the purchase price of the case, we can do so as long as it was purchased within the last year.  In order to get a refund created, we would need you to send us a copy of the receipt for the purchase of the case.  The receipt must be itemized, meaning it needs to show the purchase date, where it was purchased, the product that was purchased, and the purchase price.  We would only be able to refund the purchase price of the case, meaning it would not include any tax or shipping paid for on the original order.  Once we receive that receipt, we can move forward with the refund which will be sent out in the form of a check and will be made out to your information.

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. Please refund me for the cost of the case.  

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The packaging clearly states... OtterBox Pursuit 20 Dry Case A reinvention of the classic OtterBox dry box, the 100% waterproof Pursuit 20 dry case helps protect your phone and small essentials from water and dust—and from drop and crush damage too! When I contacted the company her response was that "it doesn't matter what product you purchased we clearly do not cover the phone itself...only the box". I noted that the advertising is false because after 4 days of using it ...water got in the case and damaged my new ****** 5! So much for 100% waterproof!

Desired Settlement: A refund for the phone that they claim would be protected, as stated above and written on their product. Talk about false advertisement!

Business Response: ******,

I am sorry to hear about the damage to your ******. I understand this is a frustrating situation. We are only able to warranty the products that we manufacture, because we do not manufacture your device we are not able to cover it under our warranty. I would be happy to replace this item under our warranty and offer a refund for the purchase price of the product if a valid receipt can be provided. I apologize for any inconvenience this situation may have caused you. Please let me know if you would like to proceed with the refund and replacement.  

Peter 

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

I am quite surprised with the final response to the last message from BBB.  I would like to request information regarding whom we contact when a company has FALSE ADVERTISEMENT clearly written on their advertisement for a product.  Perhaps I am misunderstanding the words 100% waterproof.  Is there another way to read those words? 

Please advise or guide me in the right direction when a company falsely advertises.

Thank you,

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

Business Response: ******,

Again I am sorry that your device was damaged while inside the case. Our warranty does clearly state that we are responsible for the case only and any product not produced by Lifeproof, such as your phone, isn't something we can cover. We do advertise our cases as water proof as we have passed industry standards for what constitutes water proof. We do use the words of 100% water proof, this is correct. To put the "100% waterproof" in context to the rest of the paragraph, we test our products to ensure water proof technology. If we send out a case, this means it passed our initial water test so it's 100% at that time. We do suggest another water test once you purchase your product or it arrives to you from our warehouse. There are many variables as to why a case becomes not water proof, and because of these variables we are unable to assist with a refund, reimbursement or replacement of your device.

I am still happy to replace the case or offer the check refund of the price of the case. If you want a refund I will need a picture of the original purchase receipt.

Sincerest regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is not to my satisfaction. However, it seems that false advertising is acceptable.  I am attaching a copy of my receipt.




Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof advertises their cases as waterproof. My husband is in the ****, so when we purchased his ****** 5s we also purchased a Lifeproof case, which was $90, verses any of the other options due to his potential exposure to water. My husband has since deployed and over the weekend his phone got wet (it was in his pocket when he was hit by a wave) and the case leaked, ruining the phone. When i called lifeproof i was told that the case had to be registered within 14 days of purchase (something that is not disclosed when you buy it) and that you also have to enroll in a Water Protection Plan, which is an additional cost on top of the initial cost of the case. I was told there was nothing they could do, after talking to several people i was told they would send us a replacement case "that we could sell on ebay towards the cost of a new phone" if we wanted. When I inquired as to why I would want another case if they arent really waterproof and could I register the replacement one I was told that replacement cases werent eligible for the protection plan. So basically Lifeproof doesn't even stand behind their own product, they rip consumers off with a $90 price tag on a water proof case but require additonal payment for a protection plan inorder to insure it. In additon to that if they do have to replace your case they don't stand behind their own replacements. So my husband is now deployed, with a $300 ****** and a $90 "waterproof" case that are both now worthless.

Desired Settlement: I would like Lifeproof to refund the cost of the case and also pay to have my husband's phone fixed. I also feel life they should disclose the "fine print" of their so called warrenty when a cunsumer purchases their product.

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

I am sorry that your husbands phone was water damaged while inside the Lifeproof case. Under our Limited Product Warranty we are more than happy to replace his case for free. However, our product warranty is limited to the products we manufacture. This means any not manufactured by Lifeproof, such as your device, is not something we can replace, refund or reimburse. It is stated in our Limited Product Warranty online that we aren't responsible for the device. Here is the full Limited Product Warranty link.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do advertise our cases as water proof as we have passed industry standards for what constitutes water proof. In addition to passing these industry standards, we test all cases before sending them out, with a suggestion of doing another water test once the product has been received by you. It is rare when a phone is damaged inside the case, and while I wish we could help under our warranty, we simply don't manufacture that product so we can't assist. This is why we set up our TWPP or Total Water Protection Program to aid in these matters. This is optional insurance for your phone and is limited to water damage only. This is something we offer at Verizon stores only, and the product and phone must be registered within 14 days of purchase. Since the TWPP plan wasn't purchased with your case, we are unable to aid in this optional and additional insurance claim.

It does appear that we have sent you a new case under our free of charge warranty. You should receive an email with the order number and once the item ships out a tracking number. 

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The lifeproof case is advertised as being drop proof, dirt proof and water proof. However the first time my phone fell off my lap from 2 ft off the floor, the case did not protect my phone screen and the screen cracked. The company has cleverly worded their advertising and warranty so that they don't stand behind their product when it doesn't live up to what's advertised. Their customer service did not care nor was any remedy offered other than a new case. Why would I want a new case when the cases don't perform as advertised? What I needed was a phone repair I replacement which they refused to help with, and they would not stand behind their product, which also happens to be the most expensive one on the market. This is what I call a company who operates in bad faith and is borderline if not outright deceptive about its product.

Desired Settlement: I would like the company to change its advertising on its product, revamp it's warranty to actually stand behind the product when it doesn't perform as advertised, and actually care about its customers. But since I lack faith that those things will happen, I would settle for an apology and a refund of the $89.99 that I spent on a phone case that failed to protect my phone.

Business Response: Hi ******, 

Thank you for contacting us regarding this matter. I am sorry to hear about the damage to your device, I understand that this can be a frustrating situation. Our cases are designed to add increased protection for your device, however we are not able to guarantee that your device will be unharmed in every situation. We have tested our products to meet Military Standard 810F-516.5 for drop protection and IP68 for dust and water intrusion which is why we advertise the product in the manner that we do. It is still possible for the device to be put into a particular situation where the protection needed to prevent the device from being damaged exceeds what our case has been engineered to offer. We would be willing to offer a refund for the purchase price of the case, we will just need a copy of your receipt and a photo of the damaged device. I apologize for any inconvenience this may have caused you. If you have any additional questions or need assistance with the refund process please let me know. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was due for an upgrade on my android phone so I upgraded to the ****** 5C on 2/15/14. After purchasing the phone, ******* really pushed buying the lifeproof case since it was indestructible and waterproof. They also discussed with me that it came with a one year warranty under the total water protection program, which is stated clearly on the lifeproof website and on the front of the box the case came in when I purchased it. It states on the box 1 year device repair or replacement program if water damaged. As it turns out my phone got water damage on July 4, 2014 in the case after being splashed with lake water. I had registered my case with the total water protection program upon buying the case in the allotted amount of time sending pictures of the receipt and all it requested. So I filed the total water protection claim on the same day July 4, 2014. I was informed from customer service that it was a two week process to receive the replacement phone and case, but I would receive an email after that processed the claim. Upon receiving the email about the warranty service, lifeproof denied me service even though the case comes with the one year total water protection program. The claimed that they didn't have proof that the phone was in working order before the incident. I just don't see how they can claim that when I sent a pictures of the receipt, registered the product and have proof of my ******* bill where I have been paying for the phone. I just don't see how a company can claim to have a warranty and advertise a one year warranty with device replacement if water damaged and not stand behind the warranty. ******* said there was nothing that they could do and in turn I had to use the ******* insurance to replace my phone. I fish a lot so I am around water a lot and that was the main reason I purchased the case because I thought it was waterproof and then it came with the warranty or else I wouldn't have purchased it. As it turns out the warranty is a scam and they want replace your device

Desired Settlement: I would like lifeproof to stand behind there warranty that is stated on their website and on each case box. With the one year total water protection program they were suppose to replace my device and case for the service fee of 50 dollars for a phone. I desire a settlement of a phone replacement and case replacement like the warranty states. At least a refund for the purchase of the case or refund for the insurance charge I had to pay ******* for a new phone they were suppose to replace $169.

Consumer Response: To whom it may concern,
Thanks for your service to protect customers. I forgot to mention in my desired settlement I would also like to receive the money I had to pay for the trac phone I had to purchase since lifeproof told me it would be a two week process before the service was denied. I have the receipt for proof of purchase. I work at a hospital and there is no way I can go without a phone for two weeks due to being possibly called in. Also in case of emergency or getting stuck on the side of the road if my car were to break down. Once again thanks for your service and I hope something can be done about this false advertising lifeproof is claiming with their warranty and in reality they don't stand behind the warranty or the product. In reality it turns out to be a scam. It has been a rough time having to deal with this whole situation for over a week.
Thanks so much,
******* *****

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

I am sorry that your phone has been water damaged in the case. I am also sorry that our Total Water Protection Program (TWPP) team denied your claim. In your claim here you said that you went to fill out the TWPP claim on July 4, but you didn't mention filling out the registration part of this program. Did you fill out the initial registration of the Total Water Protection Program? We do offer this optional insurance and the cost is built into the retail cost at all ******* stores. However, there is still a registration process so that we know the serial numbers of your case, pictures of the receipt which shows proof of purchase, and finally the device identity number. These are all requirements for this water insurance and is clearly stated on the TWPP card that was included with the product at purchase.

If all of this was done, and you were still denied, it's possible that the proper pictures were submit. We do require proper photos for the Total Water Protection Program registration. Since this is an insurance program, there is no room for error or wiggle room and everything needs to be exact. During the registration period we do give examples of what we are looking for with those photos.

Since the claim was denied there is nothing I can do for the device. What I can do is offer a refund for the case itself. We typically don't refund for products not purchased directly through us, however ******* is an authorized retailer so I am happy to bend some rules to get you a refund. This is a check refund and comes in your name. Since it wasn't purchased through us I will need a picture of the itemized receipt showing date of purchase, place of purchase, product purchased and product price. Once I have that receipt I will be able to move forward with the refund, which will then be mailed to you.

Sincerest Regards,
*****

Consumer Response: To
Whom it may concern,

I am willing to accept the refund of the cost of the case, but also strongly
feel that I should at least be refunded the insurance deductible that I was
charged by utilizing my ******* coverage since all required registration
documentation was completed per lifeproof total water protection program. I
filled out the initial registration for the total water protection
program after buying the case from ******* that is why I don't understand
why I was denied the replacement phone and case.  I feel that this would
be a fair compromise since I am out the cost of a month of trac phone rental
due to the fact lifeproof told me it would take two to three weeks to get a
phone replacement. Look forward to hearing back from you regarding refund for
case and phone insurance deductible.

Thanks,

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
















Better Business Bureau:

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

Regards,

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

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

I am rejecting this response because:

Regards,

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


*****,
I did file the claim and fill out the registration part of the program in the correct time frame after purchasing the case from *******. That's why I didn't understand why I was denied the claim for the replacement device and case since it is suppose to be covered by lifeproof. Truly, when purchasing my ****** at ******* I was going to just buy a otterbox case and the salesman proceeded to tell me about this great water protection case lifeproof offered and the total water protection program that lifeproof offered. He talked me into purchasing the 90 dollar case and if it wouldn't have come with what I thought was a protection program I would have not spent 90 dollars for a piece of plastic that is not any better than any other one out on the shelf. Yeah I still don't understand how I was denied after filling out the registration to the program and going through all the steps correctly. I accept the refund for the case if you are able to do that, but also feel that I should be reimbursed for 169 dollars which is the amount I had to pay ******* through there insurance claim to replace my device once Lifeproof denied my claim through the protection program. I sent the pictures of the receipt on the last response and look forward to hearing back from you on regards to the message.
Thanks,
******* *****

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

I am more than happy to continue to offer the check refund for the Lifeproof case. I will simply need the purchase receipt. If you have the original purchase receipt, that is awesome. If you do not have that receipt, here is how we can help. Since it was purchased through *******, you should be able to obtain a reprint of the receipt. We do accept reprints and would be able to move forward with the check refund. In the picture of the receipt, I will need the following clearly visible:

-Date of purchase
-Place of purchase
-Product Purchased 
-Product Price

As far as reimbursement of the insurance through *******. Unfortunately we are unable to assist with the device, and this includes reimbursements of the insurance through *******. The TWPP we offer is insurance of our own, but through the Limited Product Warranty we cannot help with devices. Since you were denied for the TWPP claim, we have to work within the confines of our Limited Product Warranty. I am sincerely sorry that we cannot help with the device, but the check refund can help with the cost of that ******* insurance. This is the only way I am able to assist with giving any money back to you.

Sincerest regards,
*****

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

I am rejecting this response because:

Regards,

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


*****,
Here are the pictures of the receipt from where I bought the case from *******. These are the same pictures I sent in the last response. I am willing to accept the refund for the case at least that will cover some of the cost I incurred for being denied through the protection plan that I thought protected the phone and case in a circumstance such as this. Are you able to proceed with the refund now with the pictures of the receipt? My main goal is to hopefully help future Lifeproof customers be aware that just because you purchase a Lifeproof case as I did and think it is going to be a great case with a company that stood behind there product if the device gets wet or damaged through this protection program its not always the case you can be denied as many people have before that I have read reviews. Once denied you have to still pay the normal insurance fees through your phone provider. Although with a 90 dollar case it should be back by Lifeproof and they should stand behind the product just like the total water protection plan states on the box when you purchase the piece of plastic. Hopefully, through this customers are made aware and Lifeproof can reevaluate there protection program. Thanks, ******* *****

Business Response: *******,

Thank you for providing us with the copy of the receipt again.  Your information has been forwarded to our Finance team and the refund request has been submitted.  Our Finance team should be able to get the refund processed and the check on its way to you either later this week or early next week, and we will be sure to contact you should any issues arise.  When the refund has been processed and the check has been sent, you will receive a conformation email from us.

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.

Regards,

******* ***** 

Thanks for being able to refund the product. I wish the total water protection plan would have covered the case and phone like it said it did when I purchased the case so I didn't have to file this complaint. I appreciate lifeproof at least being willing to refund the product due to this circumstance.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A purchase of a LifeProof NUUD case for an ***** ****** 5C (Green) was purchased June 10, 2014 at around 9:25 am, via www.lifeproof.com, order number *********. An email was sent to me, Jun 10, 2014 at 9:31 am from non-reply@orders.lifeproof.com of the purchase order for the LifeProof NUDD case. An email was then sent June 10, 2014 at 1:55 pm, from no-reply@orders.lifeproof.com to me, stating order number ********* had been shipped via FedEx with a tracking number. A purchase of the Total Water Protection Program was made by myself of $10 on June 10, 2014 at approximately 1:45 pm, and an email was sent from support@lifeproof.com to me confirming the purchase with the registration number included. As per the direction included in the LifeProof NUDD case package when delivered, a test was done with the NUDD case and a fake ****** cover, to sit in water in the sink for 30 minutes, making sure there was no leakage from the case. After 30 minutes there was no leakage once the case was pulled out of the water. So, that means the product works, at least we thought it did. On July 4, 2014 my daughter took her Lifeproof NUDD case with the ***** ****** 5C (Green) to the pool to take pictures under water as the LifeProof advertises on their website and their product boxes. After a few pictures, that we were not able to see, the ****** shuts down. My daughter comes home and informs me of what happened with the ****** while in the NUDD case under water. I then used the Total Water Protection program, requestting for a replacement ***** ****** 5C 32GB (Green) and a new LifeProof NUDD case via email. July 9, 2014 at 1049 am, I was sent an email from pkginfo@ups.com with an electronic return shipment label, and UPS return documentation instructions for the return of the water-damaged electronic device and the LifeProof case and its components. The next email I received was on July 23, 2014, at 1:41 pm, from twpp@lifeproof.com, stating LifeProof had received the ***** ****** 5C 32GB (Green), the LifeProof NUUD case and all its components and a replacement device and a new LifeProof NUUD case would be shipped back to me up to four business days. After many phone calls and being on hold for an average of 25 minutes per call, I finally receive and email from Support@lifeproof.com, August 13, 2014, at 3:33 pm, with notes from ******, stating LifeProof was out of stock for the ***** ****** 5C 32GB (Green) and would I be willing to accept an ***** ****** 5C 32GB (Blue) immediately. As soon as I read the email, I called 1877.394.6001, a number that I know oh so well, stayed on hold for, yet again, up to 28 minutes before I spoke with a customer rep, and declined to receive the ***** ****** 5C 32GB (Blue) because that was not the color of the device that was damaged by the LifeProof NUUD case I returned to LifeProof. The customer rep apologized, I informed her that I would like the damaged ***** ****** 5C 32GB (Green) device returned back to me, I sent July 10, 2014 to them, LifeProof, so I would be able to use my insurance company, ******* which goes through *******, my wireless provider. With Asurion, once the deductible was paid, I would receive another ***** ****** 5C 32GB (Green) from ******* the next day, which they have been proven to be swift with their responses. She informed me that I would receive a refund of $53.50, the deductible I paid for the replacement device and the LifeProof case, and the damaged ****** with a new LifeProof NUUD case, which I did receive on August 18, 2014, to the credit card used to purchase the LifeProof NUUD case. I then received an email from twpp@lifeproof.com, August 15, 2014, at 8:15 pm, stating that the replacement device and a new LifeProof case was being shipped using UPS and I would receive it within 3-5 business days. The email also provided a tracking number. The tracking number showed a delivery date of August 19, 2014. Of course, the package was not delivered until the next day, go figure. August 20, 2014, UPS dropped off a package, when the package was open the only thing in the box was an ***** ****** 5C 32GB (Blue) device. Not a new LifeProof NUDD case or the damaged ***** ****** 5C 32GB (Green) packaged anywhere in the box my daughter received from the UPS delivery man. Must I state again, so there won’t be any confusion; THE PACKAGE THAT WAS DELIVERED AUGUST 20, 2014 VIA UPS, CONTAINED ONLY AN ***** ****** 5C 32GB (BLUE) DEVICE THAT WAS NOT AGREED UPON BETWEEN ME AND THE CUSTOMER REP I SPOKE WITH VIA PHONE, AUGUST 15, 2014. WHAT WAS SUPPOSE TO BE IN THE PACKAGE WAS THE RETURNED (GREEN) DAMAGED ***** ****** 5C 32GB DEVICE AND A NEW LIFEPROOF NUDD CASE, WHICH HAD BEEN PROMISED VIA NUMEROUS EMAILS FROM LIFEPROOF AND ITS AFFILIATES, EMAILED TO ME. Yes, the email did say, “the replacement device and a new LifeProof case would be shipped.” But, I thought with the conversation I had with the customer rep, she annotated notes to my file stating what I was to expect in the package. And, I know that to be true because when I spoke with Edurado (aka *****), August 20, 2014, he never spoke against the return of the (Green) ***** ****** 5C 32GB. *****, one of the customer rep, expressed much concern and was very apologetic while informing me that the water-damaged phone and LifeProof NUDD case would be expeditiously sent back to me with no problems. August 20, 2014 at 4:53 pm, I was sent an email from Support@lifeproof.com with notes from ****** stating she would be sending out a shipping label for the device that was received, and as soon as the vendor sees that the device is in route we can send out the green device with expediting shipping. I wonder when will I receive the shipping label and how it will be sent, via email or USPS. I advise anyone one who purchase a LifeProof case to not put it in water because the advertisement, "ONE CASE- FOUR PROOFS," is false advertisement. I am not only sending this complaint on my daughter's and my behalf, I am also sending this complaint on the behalf of many consumers who have had an enormous amount of issues with their LifeProof cases that did not feel it necessary to file or do not know how to file a complaint with BBB. I am hoping the issue is cleared up sooner than later.

Desired Settlement: I would like my replacement ***** ****** 5c 32GB (green) device and a new LifeProof NUDD case sent to me NOW, in regards to the assurance stated on numerous emails I have received and the Total Water Protection Program stating a replacement device and a new LifeProof case will be sent out to the consumer, in case of any malfunctions with the LifeProof case.

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

I am sorry that your daughter's phone was damaged while inside the case. It is rare when a phone gets damaged in a case. I am sorry you feel as though we are false advertising our product. We are able to use words like shock proof and water proof as we have passed industry standards for what constitutes water proof and shock proof. We test all cases for water protection before sending them to retailers or to you directly. We do advise to do the second at home water test to ensure it's still water proof after all of the shipping and handling. There are simply too many variables as to why a phone might sustain water damage if it passed both tests. This is why we do offer the Total Water Protection Program. We understand life happens and can push our cases further than intended, and we feel that by offering TWPP, we are helping to cover the unexpected. 

 I am also sorry that we sent you the Blue ****** 5C instead of the original Green ****** 5C. We are more than happy to send the correct phone to you as ****** promised. In order for us to ship out the correct phone, we will need to see tracking showing the incorrect phone being shipped back. Once We see that information stating it's being shipped back, we can get the corrected Green phone out to you.

Sincerest Regards,
*****

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

I am rejecting this response because the only thing ***** seems to be worried about is being accused of false advertisement, which it is.  What he needs to be focused on is the replacement of an ***** ****** 5C 32GB (Green) and new LifeProof NUDD case being sent to the consumer, me,.  I have been waiting on a return shipping label since Friday, from ****** as PROMISED, and have yet to receive it via email, text, or USPS.  So, yes, you can have a phone that wasn't wanted in the first place as soon as Otterbox, LifeProof, or ****** as PROMISED send me the shipping label.  What ***** has felled to acknowledge, as per the Total Water Protection Program, I am to receive a replacement of the same color, Green ***** ****** 5C 32GB (not whatever color you want to send me), and a new LifeProof NUDD case.  And, as I stated in the first complaint, LifeProof and ****** as PROMISED, has felled to fulfill their obligation, as per the TWP agreement.  I would also like compensation, in the amount of $80.00, for the amount I have had to pay ******* wireless, my wireless provider, for service that has not been utilized during this waste of time me and my daughter has had to endure because of LifeProof's inconsistency.  So, ***** as a PROMISE from ******, when I get the return shipping label, you and ****** as PROMISED can have the Blue ***** ****** 5C 32GB.  I will be standing by for a return shipping label, replacement Green ***** ****** 5C 32GB and LifeProof NUDD case, and compensation in the amount of $80.00.  Maybe, ****** as PROMISED will be more prompt with the shipping of the label and I will receive everything as requested sooner than later.  FYI, my name is spelled *************. 


Thanks

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

Business Response: *******,

I have just spoken with our TWPP team regarding the shipping label that was supposed to be sent out to you, and it looks like we had actually re-sent the label yesterday morning.  The shipping label was sent through email to the email address you had provided for us.  If you have not done so already, please use that shipping label to send the incorrect device back in to us.  As soon as it has been sent out, please give our TWPP team a call at 1-877-394-6001 to let them know the shipment is on the way to them.  At this point in time, as long as they can see that the tracking number for the label provided is active and the phone is being sent back to them, they will get in contact with the vendor to get the correct phone shipped out for you.  The TWPP team will also be able to provide you with the tracking number for the shipment of the new device once it has been sent out.

We will also get a new case ordered and sent out for the new device, however, we will not be able to compensate you for the $80.00 mentioned in your previous message.  We will also set this replacement case order for expedited shipping, so once it has left our warehouse, it should be to you within two business days.  When we get the replacement case sent out, you will receive a conformation email from us with a tracking number for the package.

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. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otterbox cover for my cell phone a ***** **** M when I purchased the phone. It is black case with a clip on the back. The clip broke right off the cover and in the process of it breaking it cracked my camera screen on my phone. The case was still under warranty, I have contacted Otterbox several times and they sent me email that they were sending me a new case and I have never received any product from them. I am unable to clip my phone. The case was a hard rubber\plastic that had a case and a hard cover with a clip. The clip completely broke off. I sent them pictues of the damage and they were suppose to send me a brand new case and never followed through.

Desired Settlement: I would like my case replaced as promised by Otterbox as it was still under warrenty when I submitted the claim.

Business Response: Hello ****,

I am sorry that you haven't received your case for your replacement. I have checked into our systems to see what happened and where the delay was coming from. After looking into your issue it appears that your case has been discontinued and we are unable to replace the case under warranty any longer. However, to move back towards positive news, I have found one brand new ***** **** M Defender Series case in black here in the office. I will ship this directly from our Headquarters here, and with expedited shipping. You will receive an email with a tracking number letting you know that the item has been shipped, and you can track the products progress to you.

Please let me know if you have any remaining questions.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have spent close to $1,000 over the years on lifeproof cases for all our various devices. I always did the "test" that lifeproof tells you to do to test for waterproof reliability. I never really trusted the case to actually go under water until this last weekend. I did the test all was fine, I put my phone in case and took it in the water - well water got into the case. Phone died. I called lifeproof they said "oh we will send you a new case" NO - what good is a case going to do me my phone is fried. They will not do anything to replace or repair my phone. They are liars and do NOT stand behind their products. They claimed "well when the case left our hands it was waterproof". So basically I am out the cost of the phone. I took the phone to the repair shop and there is nothing I can do except send it back to ***** to be refurbished.

Desired Settlement: I want lifeproof to repair my phone.

Business Response: Hello ***,

I am sorry to hear that your phone has been water damaged while in the case. Under our Limited Product Warranty, I am more than happy to replace your case. However, I cannot assist with your device under our warranty. The Limited Product Warranty is set up to assist with free replacements for any damaged cases. The part that is limited is what we are able to cover under that warranty. It is limited to the products that we manufacture only, and cannot be extended to any products produced outside of Lifeproof. Since your device was not manufactured by Lifeproof, we are unable to assist with the device replacement or any reimbursement associated with the device. Our warranty does clearly state what we can and cannot cover. If you would like to read our warranty in full, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As I stated earlier, I am more than happy to replace your case free of charge under our Limited Product Warranty. I will simply need your case color and serial numbers located inside the case. As an alternative to the case replacement, I can offer a refund for the case itself if it was purchased within the last year. In order to offer this refund I will need a purchase receipt. This receipt must be itemized showing the date of purchase, place of purchase, product and product price. Once I get that receipt, I can move forward with a refund. This refund is a check refund, and will be made out to your information. While this doesn't replace the device itself, the money is yours and go towards the price of the new phone.

Sincerest regards,
*****

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

I am rejecting this response because: the phone was in your case.  It was supposed to be protected from the elements.  It was my assumption based on your marketing that the case was waterproof and it was not.  Your defective product ruined my phone.  As far as a receipt you can look up my account and see that this case was just sent to me on July 10, 2014 and was purchased from your website order number: Order Number: **********.  The case was not even a month old - you shipped it on the 10th of July and I received the Actual delivery on Mon 7/21/2014.  The phone was water damaged on the 10th of August.  You can send me the money back for the case that is fine.  Check is fine as well.  But I also want to cost of the damage to the phone.  A new phone is $700+ from Sprint - I am sure I can find a refurbished one for around $200.00.  

Regards,

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

Business Response: Hello ***, 

Thank you for sending over the order number. This actually makes for a much speedier process for the refund. Instead of a check refund, this will go back to the card used for the purchase. As far as the device, as stated earlier there is nothing we can do for that device. We don't manufacture the device, so we are unable to replace or reimburse any costs associated with the device. There are simply too many variables as to why a case may leak, and because of these variables, we are unable to help with the device.

I will process this refund today and you should get your case refund within the next 24-72 hours.

Sincerest regards,
*****

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

I am rejecting this response because: We did the test on your case - the case was less than a month old.  I do not accept this response.  My next step will be to get a lawyer involved.    I want the phone replaced even if you just replace it with a refurbished one.  We have spent close to $1000.00 on cases for our devices over the years from your company with the PROMISE that your cases are waterproof and they are not - YOUR company is making FALSE claims and that alone is a crime.   I have checked the internet and there are hundreds of claims against your company for false advertising.  There is enough that we could get together a class action law suit against you.  Now I really would rather it not go that far.  I just want the phone replaced.

As far as crediting back the money to a credit card - that will not work as I do not know the credit card that was used to purchase these cases - My 2 credit card numbers were stolen 6 mths back and both cards had to be replaced and I am not sure how that works and if they will still process the credit.

Regards,

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

Business Response: Hello ***,

What we can do is offer a physical check to be mailed to you. In order to honor this type of refund we do need the purchase receipt. Ideally the original purchase receipt would be best, however we do accept reprints. Without the purchase receipt, we cannot proceed with the check refund. You can simply attach the receipt to your claim here and I can proceed forward with the refund.

I am sorry that the phone is damaged. As I have stated in the previous emails, our Limited Product Warranty does not cover the device. It is designed to replace broken products produced by Lifeproof only. The limitations of our warranty means we cannot replace, reimburse, or refund anything associated with the device as we don't manufacture that product. I do understand the frustration that you feel, and feel our product was promised to protect your phone. Our cases are intended as added protection and never guaranteed. There are too many variables that go into why a phone may be damaged, and because of these variables we are unable to ever guarantee a phone is free of damages. The check refund with the proof of purchase receipt is the best option I can give to you.

Sincerest regards,
*****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my son a Lifeproof case for his ****** 5 last year for his birthday. A couple of weeks ago he slipped and fell with the phone in his pocket. When he reached in to his pocket to use his phone he realized the top of the phone had shattered. I proceeded to go to the Lifeproof website to file my complaint #*******. To my surprise I was told this was not covered by the warranty. We spent $79.99 on the case as it was advertised as "Four Proofs" - shock, snow, dirt, water - thus our belief this thing would protect the phone without issue. We are incredibly disappointed with Lifeproof's response that they will not replace the phone especially since our other son also has an ****** 5 with a Lifeproof case,

Desired Settlement: I would appreciate Lifeproof doing the right thing and paying to replace our son's phone.

Business Response: Hello ***,

I am sorry that your son's phone was damaged while inside the case. Under our warranty we are more than happy to replace the case free of charge. We have tested and passed industry standards for what constitutes shock proof. Since we have passed those standards, we do use this wording in our advertising. Cracked screens while inside the Lifeproof case are rare, but despite the rarity we are unable to assist with the device replacement, refund, or reimbursement. Our Limited Product Warranty is limited to the products we manufacture, and do not extend to other products. This means any product manufactured by anyone other than Lifeproof, such as your son's phone, is not something we can cover. We do state on our packaging and in our booklet that came with your case that we have a Limited Product Warranty. We do state in full on our website what the Limited Product Warranty does and does not cover. If you would like to read our warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

What I can do for you is replace your case free of charge. I will simply need your son's case color and case serial numbers. Once I have that information I can move forward with your warranty and send out the new case with expedited shipping.

Sincerest regards,
*****

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

I am rejecting this response because:  There is nothing wrong with the case thus a replacement is unnecessary.  It's a shame we paid $79.99 for a case that is essentially no better than a $5 or $10 case.  We'll be sure to let friends and family know of our disappointment with the product and the response.   

Regards,

*** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My son purchased a Lifeproof Nuud case on July 6 2014. He tested the case as per the instructions and everything worked. He then put his BRAND NEW ****** 5S into the case. He took it into the pool, took a couple of underwater shots and then a couple of videos of his sister jumping into the pool. When he got, he found there was water in his ******. I wrote to Lifeproof on July 14 to complain but have not had the courtesy of a reply regarding the failure of both their packing statements and the case. They are fraudulently promoting a water proof case when it is quite obviously not the case.

Desired Settlement: I would like the $199 we had to pay to the insurance company for a replacement phone refunded. If we had known that the Lifeproof Nuud case was not guaranteed to be waterproof my son would never have purchased it - foolishly we believed the advertising statements on the packing, which was a BIG mistake on our part.

Business Response: Hello *****,

I am sorry to hear that your son's phone has been water damaged while in the case. Under our Limited Product Warranty, I am more than happy to replace your case. However, I cannot assist with your device under our warranty. The Limited Product Warranty is set up to assist with free replacements for any damaged cases. The part that is limited is what we are able to cover under that warranty. It is limited to the products that we manufacture only, and cannot be extended to any products produced outside of Lifeproof. Since your device was not manufactured by Lifeproof, we are unable to assist with the device replacement or any reimbursement associated with the device. Our warranty does clearly state what we can and cannot cover. If you would like to read our warranty in full, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As I stated earlier, I am more than happy to replace your case free of charge under our Limited Product Warranty. I will simply need your case color and serial numbers located inside the case. As an alternative to the case replacement, I can offer a refund for the case itself if it was purchased within the last year. In order to offer this refund I will need a purchase receipt. This receipt must be itemized showing the date of purchase, place of purchase, product and product price. Once I get that receipt, I can move forward with a refund. This refund is a check refund, and will be made out to your information. While this doesn't replace the device itself, the money is yours and go towards the price of the new phone.

Sincerest regards,
*****

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

How do I follow up with Otter LLC to get the refund they offered for the Lifeproof case?
 
Will they contact me directly?
 
Thanks,
*** ******

Business Response: Hello *****,

We will be reaching out to you directly through email so we can obtain all of the information needed to get a refund created for you.  Once we have received all of the required information, we will forward it to our Finance team to get the refund process started for you.

Best Regards,

*******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: this company claims to make waterproof phone cases. they are defective, definitely not waterproof, and they are just ripping people off. i personally know multiple people who have had their phones ruined because of this terrible product.

Desired Settlement: i would like my phone replaced, as I'm sure do the other thousands of unhappy customers who have fallen for the scam.

Business Response: ******, 

Thank you for contacting us. I am sorry to hear about the damage to your device. I understand this can be a frustrating situation. We are only able to warranty the products that we manufacture, because we do not manufacture the device we are not able to cover it under our warranty. All of our products have been designed and tested to meet IP-68 ratings for waterproof protection, and every case is water tested to confirm it is functioning correctly. When a case is used overtime this can effect the seals and waterproof protection of the case, this is why we recommend that you water test your case after any drops or shock is experienced and every 3 months. We would be happy to replace your case under warranty if it is not functioning correctly. Please let us know if you have any additional questions. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought 2 Otterboxes. One for me and one for my wife and one for my wife, both for ****** S5 phones. My works fine. My wife's does not. It is advertised as waterproof yet my wife's is not even dust proof. It also blocks her mic which makes her difficult to hear. Otterbox refused to replace the defective one because we didnt buy it directly from them and bought it through ******, even though we bought it brand new through ******.

Desired Settlement: I want another Otterbox that isnt defective.

Business Response: ****, 

Thank you for contacting us regarding this matter. I was not able to locate any recent warranty request that has been submitted with your name, email address, or telephone number. I would be happy to look further into this if you could let me know what information was used to created the warranty incident or perhaps if you have the incident number that was emailed to you when we created the warranty request. With this information I will be able to better assist you. I have contacted you by email to get this info, please respond at your convenience. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof advertises that it protects your mobile device against water, dirt, snow and shock. They advertise that there is a warranty. The consumer believes that their device is warrantied and protected from these events. However, the warranty only covers the case itself and does not cover anything related to the device. This is misleading. The packaging leads a consumer to believe that paying three times the price for a case is worth it because your device is protected. The very fine print of their warranty statements says "Product warranty only covers the LifeProof product - it does not cover any non-LifeProof product or device". However, the packaging advertises that the phone is protected, leading the consumer to believe that the phone is covered if the case fails to do what it claims it does. If the case fails, the company will replace the case. A lot of good that will do, if the case fails than I would not want a new case because clearly it does not do what the company claims it does.

Desired Settlement: I would like to see the advertising and packaging to be more representative of the accurate warranty. Using the word "Proof" leads consumers to believe nothing will go wrong. Having a warranty means nothing, as they do not cover the device the advertising and packaging pretends to "proof".

Business Response: ****, 

Thank you for contacting us, we appreciate your
feedback. LifeProof Products are designed to add increased protection for the
device which is why they are advertised as protective cases. Our products have
been designed and tested to meet Military Standard 810F-516 for drop
protection and IP-68 rating for dust and water intrusion. However there
are instances where a device can be put in a situation where the protection
needed for a device exceeds what our case has been engineered for. Our cases
offer added protection but there is no way that we can guarantee that a device
will go unharmed in every single situation. Please let us know if you have any
additional questions. 

 
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Otterbox owned Lifeproof makes cases which claim to be water proof and protect phones from all water damage up to two meters and shock from drops up to two meters. The cases regularly fail to protect phones under such circumstances. The company also does not support these claims by replacing or reimbursing customers for phones ruined by their faulty product.

Desired Settlement: The company should be responsible for replacing phones damaged by circumstances they claim to be able to prevent

Business Response: ***********, 

We are only able to warranty products that we manufacture, because we do not manufacture any electronic devices we are not able to cover them under our warranty. We offer the Total Water Protection Program for products that are purchased from Verizon. This is an additional insurance that covers the device in the event that the device receives water damage while in one of our products. Our products have been designed and tested to meet and exceed Military Standard 810F-516 for drop protection and IP-68 rating for dust and water intrusion, however there are instances where a device can be put in a situation where the protection needed for a device exceeds what our case has been engineered for. Our cases offer added protection but there is no way that we can guarantee that a device will go unharmed in every single situation. Please let us know if you have any additional questions. 

Peter 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have multiple issues regarding this company but my main issue is their customer service. Each time I call in, I sit on hold for over an hour each time. When I became frustrated with the amount of paperwork they needed from me, due to the fact that they claim they did not receive in the first place, I had one customer service rep tell me that they have millions of customers and can not satisfy every single one and it would take over a year for them to help me and by then my claim would be invalid. I was promised a $30 refund for expedited shipping I paid for and did not receive either. I purchased the total water protection plan and was promised either a replacement phone or a repair of my phone, which was sent in over 2 weeks ago and have yet to have been notified about either, when I was told I would hear back within 1-2 business days. It is nearly impossible to speak to anybody and when I finally get through I am just given false promises about the return of my phone. I ori****lly filed my claim well over a month ago and have submitted every single thing they have asked me in a timely manner and am still just waiting.

Desired Settlement: I just want my ****** 5s replaced (as promised) and my $30 for expedited shipping refunded. I feel I have upheld my obligations and expect nothing less at this point. I would appreciate an e-mail notifying me of when I can expect to receive both.

Business Response: Hello ****,

I am sorry that the process of getting a new phone, case and getting a refund has been longer than expected. I can confidently say that we have refunded the $30 shipping charge that you initially paid for with your TWPP claim. You should receive this money back in 3-5 business banking days. Your warranty order shows that it was delivered on 7/26. Lastly, your phone insurance claim is taking longer than expected. Since the insurance company we use provides coverage for not only Lifeproof, but for individuals outside of our company as well, we are experiencing delays for device replacements. Normally this is a very quick process and we normally get phones to people in an appropriate amount of time. Due to the unforeseen high insurance inquiries with the company we use, there will be the delay. As soon as we know your phone will ship we will send you an email with a tracking number letting you know your phone is on it's way.

Thank you,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  I will wait patiently to receive the tracking information for my phone.  Please advise if I do not hear from your company within 20 days I will be putting in another complaint. I absolutely need my phone ASAP.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We originally purchased a Fre Case for my son's ******* for Christmas. The case was the wrong color, so we contacted the company for a replacement case in the correct color. They sent us a replacement case, and we were to return the case we had upon receipt of the new case. When the new case came, it was damaged. We immediately contacted the company with no response. We now have 2 cases that we have not used and would like another replacement case sent to us. Upon receipt of the new, undamaged case, we will return both of the other cases back to them. We would also request a postage paid label back to the company. We feel this isn't asking for much given we have been trying to get a resolution to this matter since the beginning of this year. There were many reviews on the company's website when we purchased this case that the customer service was much to be desired. I chose not to listen to those reviews, but now see what everyone meant. I appreciate anything that you can do to help us with this matter. Thank you.

Desired Settlement: A new Fre Case in the correct color, and a shipping label to return the 2 cases we have.

Business Response: Hello *****,

I am sorry that you haven't received a properly working case from us. Here is what I can do to help you. If you could please reply back to my email here with the Serial Numbers from your newest case, and the color you should have received. Once I have that information I will get the new case ordered for you and with expedited shipping.

Thank you,
*****

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The case I bought was broken and did not pass the watertest.it also has bubbles to where I cannot see my ****** screen.The screen also has a dent in it

Desired Settlement: A new ****** 5Scase.

Business Response: Hello ******,

I am sorry to hear that your Lifeproof case is damaged and didn't pass the water test. I can see through our systems that your order has been placed. Your order number on the warranty replacement should have been emailed to you. Once the item ships out, you should receive and another email with a tracking number. This way you can follow your replacement's progress to you.

Thank you,
*****

Consumer Response: Better Business Bureau:

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

Although I don't understand why you would just replace it when I haven spent a well amount if money on this item. Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 24, 2013, the following product was purchased: A LifeProof ****** 4 case Serial Numbers: Back case: *********** Front: ***********Outer Packaging: ************ Unfortunately, I was dissatisfied for the following reason(s): The product is within its 1 year warranty. It broke in multiple places. A crack along the top back case, and the metal rod continually fell out after a few months. I went to file a claim on the warranty, and the LifeProof customer service claimed the unit is unauthentic. The unit was purchased from a LifeProof representative directly at a LifeProof booth in ****, ** at an ****** ***** ***. LifeProof has a connection to the ****** events. They claimed they did not sell phone cases at booths, so it must have been a scam. I provided video evidence that this is incorrect. https://www.******************************* ***** * *****. They then ignored my further correspondence.

Desired Settlement: To resolve the problem, I would like the following to take place: I would like LifeProof to replace the product.

Business Response: Hello ****,

I am sorry that your case has been deemed as a non-authentic Lifeproof case. Each case has a unique serial number, and this is just one way to see case authenticity. The reason we declined your warranty replacement was because the serial number you gave us in both photos has been used quite frequently. Typically we won't replace cases with serial numbers exceeding a certain amount of hits through our systems. However, given the circumstances I am willing to make a one-time exception. If you can please send that case back to us we will be able to get that replaced for you. If you send it to the following address, we'll make this exception and get the new one out to you.

Attn Lifeproof CS; *******
209 S. Meldurm St
Fort Collins, CO 80521

We do suggest choosing a method of shipping with a tracking number. Sometimes a package can get lost in the mail, and with proof of shipment we can still assist if your package is lost in transit. Once we have that old case in our possession we will expedite shipping back out to you.

Sincerest regards,
*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought one of there covers because it says right on front of the box survives drops from 6.6 ft and fully submersible and sealed from dust and so on. Well my ****** 5 fell from my truck a little over three feet and completely destroyed my phone when it was in a LIFEPROOF case so it didn't even survive half the destiance they said it would on their box. Then come to find out they would not cover my phone they only cover the case. Witch if my phone can't even fall from half the distance witch they say it can then it shouldn't be on the box that it can survive 6.6 feet there box is very misleading and I m very upset that the company wouldn't even help me after this happen my phone isn't even a month old

Desired Settlement: I would be happy with them replacing my phone since I work very hard for my personal goods and put the trust in LIFEPROOF to keep my goods safe and it did not

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

I am sorry to hear that your son's phone fell and broke while inside the Lifeproof case. Under the warranty I am more than happy to replace the case free of charge, however I am not able to assist with the device itself. Our Limited Product Warranty is set up to replace damaged or defective products produced by Lifeproof only. This means any product not manufactured by Lifeproof, i.e. your phone, cannot be replaced by us nor can we reimburse any costs associated with the device. Our warranty is stated both in the booklet that came with the case, and a detailed warranty description can be found on our website. Please see the link below for the detailed Limited Product Warranty.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY 

We do advertise our cases to withstand falls from 6.6 feet, and that our cases are graded to a military specification. We are able to use this wording and as we have passed industry standards for military spec and the drop height we advertise. It is rare when a phone falls and the screen breaks, but despite it's rarity we are still unable to assist with the device. What I can do for you is replace the case free of charge under our Limited Product Warranty. In order to assist with the warranty replacement I will simply need the case serial numbers and the case color. Once I have that information I can move forward with your warranty case.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a new iphone 5s at the verizon store, they sold me a life proof case. That case cracked and my phone distroyed, no longer working. I called verizon on and was advised it would be 169.00 to get a new phone thru my insurance, or since I registered the life proof case, and they garentee it, I should go through them, its only 50.00. So on 7-16-2014 I filled my claim with life proof and shipped my phone and case ups, which I had to pay an extra 30.00 for 2day delivery. I was told they would keep my phone for a couple days, then I would receive an email letting me know if they are replacing the phone, or sending me my phone fixed. On 7-22-14 I called lifeproof, since i heard nothing from them. I checked with UPS and saw that they got the package on 7-18-14. and wanted to check on the status of my phone. The rep I spoke with then informs me that it could be up to 4 or more business days for them to look at my phone and after the 4 business days i would be notified. I told them, that is not what they told me on 7-16-14 she said I should have read my contract. I let them know i did, and that i was told by them it would only be a couple days. She was completely rude to me, I told her i was thinking about filing a complaint to the BBB since i am the one having to contact them, they hadnt even let me know they got the phone, they were rude...she cut me off and said now that I am threatening to take legal action she has to end the call and noone there can speak to me anylonger. About an hour later I got the email confirmation that they were going to send me a new phone and case, and with in 4 business days I would recieve another email that the devices have been shipped. That was on 7-22-2014 at 11am. I didnt get an email. so 4 business days later on monday 7-28-2014 I called and was told that they can send me another notification that i already got on 7-22-14. I asked to speak to supervisor, they reluctentaly put one on the phone, Briana, she told me that they will put the claim in, then retracted that and said that its verizon that is the hold up and that she will find out when the phone will be shipped and get back to me. she never did got back to me. I called them today and was told that they will not talk to me because I threatened to take legal action, i let them know, filing a complaint is not legal action, its my right as a consumer. They refuse to talk to me, told me that the legal dept will contact me. I asked the for the legal dept phone number, they would not give that to me, told me they can only give me an address. These people have my 600plus new phone, the 180 dollar defective case, took 80.00 from me for the claim and shipping, and I have nothing. They refuse to talk to me. I placed a couple calls to verizon, they called lifeproof, and were told they are waiting on the vendor for that modle phone is out of stock. I let them know its been well over the 4 days. And now they are saying they dont know when it will be that they wiill send it. I still have not recd anything from them since 7-22-14. I have has to contact them. they have had my phone for 8 business days. And now i am told that they cant tell me when it will be. I feel like this is deceptive practices, I would have just went thru my insurance and paid the 169.00 to get a phone the next day had i known it would be weeks pos months for a new phone to come. Now i am without a phone. It is unexceptable to me that a they conduct business in this manner. I am sure my consumer rights have been violated, and i feel like i have been scammed by verizon and lifeproof.

Desired Settlement: I want my new phone sent like today, and to be refunded for the case that I paid for, and the 30.00 I paid for 2 day delivery for UPS. I dont even want the case now. I would never go thru them for anything, and would never use their product.

Business Response: Hello ****,

I am sorry that you have been waiting quite a while for your Total Water Protection Program (TWPP) replacement phone. Under normal circumstances this process is very quick. However, lately the process is becoming a bit longer, just as you have experienced. Our TWPP is insurance and is through a third party company. We have gotten word from this company that they were a bit behind schedule on getting phones replaced due the higher number of insurance claims from all their clients (both Lifeproof and non-Lifeproof).

The good news is I have been working with our TWPP team to track down your replacement. It does appear that your phone was delivered today. Again I am sorry that the delay was longer than expected but I am happy that you now have your new phone. If you decide to make a purchase with Lifeproof in the future, I can offer you a discount on the new product. In order to redeem this discount simply give us a call, and any one of our representatives can assist you with the discount.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went through about 6+ cases with these jack ***!All of them failed the first pan and water test without the phone and than got one to finally pass than took it in the pool after some showers and rain tests and after 5 minutes in the pool it was filled with water and my phone started failing. Now it barely works and the screen flickers on and off! I email and am told they can not do anything call first time am told I did not get the TWPP (WHICH I DID) Than am told they need to hang up and speak to a manager mean time I am discussing with several people on there facebook page and than am sent a message that I threatened them with legal action and they wont do anything for me.Never received a call back so called back myself and am brought around and told to return there 5 cases and they'll refund me which I obviously do not have cause they told me to toss the ones that did not work after receiving my warranty! I am not a hoarders so obviously I tossed them! Than I am told I have threatened them twice with legal action and because I interrupted this *** a few times she hung up on me! Now I am even more furious and calling them for a fourth time! It's my birthday I do not wish to deal with this would rather be out with family and friends and getting drunk but I am not letting them get away with this. They told me there forwarding me to there legal team? Ya you best have a legal team when you gave me 6+ cases that failed to be "waterproof" every time and after telling me that I will no longer receive service now after 15 more minutes of being on hold waiting for a available representing I am put back on hold for them to look into this?I am sick of there ***!I hope there shut down! Now I was just told I have to wait 24-48 hours to receive a call from there Legal Department to see if I can get a refund or not!*** with Lifeproof never using there services again!

Desired Settlement: I want them to stop saying there waterproof and stop charging $10 for TWPP cause all they do is send you to there legal department which takes 24-48 hours to contact you and if you contact them again they just hang up on you! They even told me I did not purchase the TWPP and I did and told me if I sent back the cases they'd refund me even after the first case failed they told me to toss the old ones once I received the new one. There cases are not waterproof and there false advertisement has left me with a busted phone! I am sick of waiting for these jack ***** and want my money back and for them to be shut down or to be forced to stop saying there waterproof!

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 10, 2014 I ordered the Lifeproof ****** 5s Fre case though their website at lifeproof.com for my new ****** 5s. With that purchase, I also paid for a one year Total Water Protection plan. On July 17, 2014 I received the phone case, I followed their provided instructions on how to register my new phone case and activate the Total Water Protection plan. I tried several times to register and activate the plan through their website but was unable to do so. That same day, I emailed Lifeproof through their provided Contact Us/Help feature on their website. I received an email later that day, requesting pictures of the phone case which I promptly provided that day. It is now August 11, 2014 and I have not heard anything since then. There is a two week time frame that Lifeproof gave me to register and activate the plan. That has obviously come and gone and now I have a phone case with no protection plan even though I paid for it. On July 15, 2014 I ordered a Lifeproof ****** 5 Fre case and an additional Total Water Protection plan for this phone case as well. My intent with this second phone case was to be used for an ****** 5. However, I changed my mind and decided not to use the ****** 5 at the moment. Therefore, I have no use for the second phone case I purchased. Again, I emailed Lifeproof through their Contact Us/Help feature on their website. This time, asking for a full refund on the Total Water Protection plan from the July 10, 2014 purchase as well as a full refund for the second purchased on July 15, 2014. From July 10, 2014 to August 11,2014 I have only heard from the company once after contacting them 3-4 times. I am not sure what else to do.

Desired Settlement: I would like Lifeproof to credit my credit card for the Total Water Protection plan from the July 10, 2014 purchase AND for the entire second purchase I made on July 15, 2014. I would gladly send back the second phone case I purchased on July 15, 2014 which is still in the box, never opened. However, I cannot do so, since they have never responded to my requests on the return/refund procedures.

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

I was not able to find any record of your purchase in January. Do you happen to have the original order number? I have created an RMA for the order that you placed on 7/15. You will receive additional information regarding the return and a shipping label by email. I have waived the return shipping fee for the return. 

*****

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a case with belt clip Nov 2013 and when the clip broke I had such a time trying to get Otter to answer their phone that I finally went to 2 Verizon stores trying to get in touch with them about the warranty. Finally one of the stores was able to get in touch with Otter. They gave me an incident # ******* and told me I'd have to take a picture of the damaged item on their template and send them a copy of the photo. I followed these instruction but never could get the photo to upload so I sent a copy via my ****** to their customer service e mail address. I sent them 3 messages with this info. They say they never got it and just want me to call back with more instructions. You can't get through to them and I don't have time to stay on the phone. I think they go my email w photos if they knew what they were looking for. I am really upset about this clip I need that is still under warranty but getting a hassle over the replacement. I talked to another customer at one of the Verizon stores who said his clip broke same place and he had such a run around he thew it in the trash and bought another brand. That appears to be what I will have to do too. Is this the this company does business. I notice they have a large number of complaints. They are too hard to reach and too hard to work with and I am disappointed to the point I won't ever be caught buying again from them and I intend to spread the word about my experience.

Desired Settlement: I just need one black belt clip to this black defender 4S ****** case...that's all I needed or my money back for a $49.99 purchase that failed.

Business Response: Hi ******, 

I apologize that you had such a difficult time with the warranty. I double checked the incident that you had started and was not able to locate any photos. We do ask that the photos are uploaded through our website because if they are emailed directly to us they will end up in an un-monitored inbox. I am going to make a 1 time exception and take care of this for you. However going forward if you need additional replacement parts we will not be able to ship anything until we have received all of the requested information. Please let us know if you have any additional questions. 

*****

Consumer Response: Better Business Bureau:

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

Regards,

****** ******
I will be glad to ship the broken clip back to them if  they want
     

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a LifeProof phone case for my ****** 5S. The reason for this purchase was because I was going on vacation and didn't want water to ruin my BRAND NEW $1000.00 phone! Before placing my phone into the case I performed the test that LifeProof requires before use of this product. Worked great! No water leaked through. I then placed my phone securely into this case and MADE SURE everything was tight and on correctly. After a couple days water had leaked into the case RUINING my $1000.00 phone! I then took the phone out of the case. A week or so later I decided to try it out again giving the product hope that I maybe put it on wrong. NOPE! Leaked once again! I am obviously not the only one having this problem and a company that REFUSES to REPLACE a electronic product that their $90 case RUINS is ridiculous!!! They are telling me they can replace the case but that is it! Oh sure just give me a brand new case that ALREADY ruined my $1000.00 phone I might as well just keep using the broken one. A company should not be able to promote things they can not live up to if something goes wrong.

Desired Settlement: I want a new LifeProof case and I want this company to REPAIR or REPLACE my brand new phone that their product RUINED!

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

I am sorry to hear about the damage to your device. I understand that this is a frustrating situation and I apologize for any inconvenience. We are only able to warranty the products that we manufacture. Because we do not manufacture your device we are not able to cover it under our warranty. We would be happy to replace your case under warranty, or if you can provide valid proof of purchase i would be willing to refund you for the purchase price of the case as well as replace it under the warranty. If you would like to take a look at our warranty policy it can be viewed in the link below. Please let me know how you would like to proceed.  

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY


*****

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 a full refund and a new case.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my brand-new ruined ****** into them under their "Total Water Protection Program." They promise on their website that my phone will be repaired or replaced within 4 business days of arrival. We are now on day 7 and I have heard nothing regarding my claim. I have called customer service several times (and have waited a total of 4 hours on hold before anyone picks up). The few times I've gotten through, I am told that they have no control over when my phone gets fixed, that they are backed up and I'm just going to have to wait till they get around to it (nobody can even give me an estimate). I have read other accounts of people that went months without hearing anything and needed to get the BBB and lawyers involved. I also paid a $54 service fee that I was told would be refunded for my troubles and never received any confirmation of that or any refund. Customer service agents will only give me their first name and no identifying information or way to reach them directly, so nobody can be held accountable for any of the promises they make me. I paid for a service I have not received in a timely manner (I have yet to receive any service at all), and they are currently holding my phone hostage. I want to be compensated for my ruined phone and the money I spent on their faulty product.

Desired Settlement: I want a check for $862.43, the exact amount to replace my brand-new (5 day old) ****** 5s that was ruined by their faulty LifeProof Case, the 90$ I spent on that case, and the $54 service fee I paid them to repair or replace my damaged phone. I do not want them to "repair or replace" my phone because it may take months (or it will never happen, based on my current experience), and I run the risk of receiving a product that isn't fully repaired, or is refurbished and suffers from electrical problems. I just want all my money back.

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

My claim has been pushed through, resolved, and a replacement phone shipped. While its not my desired outcome (just a refund/brand new phone), its far beyond the nightmare I expected. Amazing how much finally gets done in a few hours when I mention I've involved the BBB. Thanks!

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After both my husband and I dropped our company provided cell phones and had to pay to have the shattered screens replaced, after researching and reading reviews, we purchased 2 Lifeproof cases approximately a week after having our screens repaired. We received the cases, followed all the instructions to install them on our phones, and they have remained on since. Then, my phone fell out of one of our vehicles and hit the our garage floor, and my screen cracked. I contacted Lifeproof to request they repair my phone screen since their product failed to live up to its promises, and was told they could not do so, but would happily replace my case. I don't want a new case on my broken phone, especially if you're making false promises about what your product can do. I want my newly replaced screen repaired and/or a refund of the $80 case I purchased. Via Lifeproof's website (http://www.lifeproof.com): "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." "Shock Proof Just drop it! Phone fumbles and tablet tumbles are the most common forms of device destruction. LifeProof cases are built to exceed stringent Military Specifications for drop protection, keeping your electronics protected from the bumps and bruises of day-to-day living."

Desired Settlement: I want my newly replaced screen repaired and/or a refund of the $80 case I purchased; since it will cost me another $100 to have my screen repaired, again.

Business Response: Hello Ashley,

I am sorry that your phone screen was shattered in the Lifeproof case. Under warranty I am more than happy to replace your case and you free of charge. Our Limited Product Warranty is set forth to replace broken cases and any product produced by Lifeproof. Since our Limited Product Warranty is limited to the products we manufacture, we are unable to assist with the device replacement or repair simply because we don't manufacture that device.

We do use the word shock proof and advertise our cases as military spec cases. We are able to do this as we have passed industry standards for both shock proof and the military specs. It is rare when a phone breaks inside a case. Our cases are intended as added protection from what was there previously (i.e. a bare phone), but the case is never a guarantee. We can't guarantee a phone will never break as there are far too many variables as to why a phone breaks in a case. Due to the many variables in a fall we can't replace, refund, or reimburse the device.

What I can do for you in place of a warranty case, is offer a refund of the case itself if it was purchased in the last year. What I need in order to do the refund is the original purchase receipt. This receipt must be itemized and show the place of purchase, date of purchase, product purchased and product price. If you just add that receipt as an attachment to a reply email I can get that refund order set up. This refund will be in the form of a check, with your name and address you provided in this claim. From the time I receive the receipt to when you receive the check in the mail, please allow 4-6 weeks for the check to arrive.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The new Lifeproof Nuud case for ****** s3, I bought from ****** LLC, claims it's water proof up to 6.6 feet. I tested it with there tester and followed the directions and it worked. So I put my phone in the case and went into a pool and it stopped working. The phone now has water damage. I called and emailed lifeproof and they told me there nothing they can do. They also told me I need to contact ******. In my opinion ****** did great! I got a great price and it came in the mail within two days. I do not believe this is ******'s fault I believe lifeproof should back there product instead of pointing fingers at other companies. If there product claims their cases are water proof they should fix the phone if there case is defective.

Desired Settlement: repair of the phone and a new case

Business Response: Hello ******,

I am sorry to hear your ****** S3 phone was damaged while inside the Lifeproof case. Under our warranty I am more than happy to replace the case free of charge. However, I am unable to assist with a replacement, refund or reimbursement of the device or device costs. Our Limited Product Warranty is set forth to replace cases and products manufactured by Lifeproof only. Since we don't manufacture your device, we are unable to assist with that product.

We do advertise our cases to be water proof for 6.6ft for 30 minutes. We are able to use this guideline as we have passed industry standards for what constitutes water proof. The depth and time we suggest is based on that industry standard testing. While our cases are advertised as water proof and do add protection, unfortunately there can be rare instances where a phone can be damaged while inside the case. Despite these rarities we are unable to replace, reimburse, or refund the device. What I can do for you is replace your case free of charge. This is something we offer under our Limited Product Warranty. All I need from you in order to proceed is the case serial numbers from inside your case. The serial numbers can be found on a small piece of paper inside the case, underneath a bar code on that piece of paper. Once I have that information I will move forward with your warranty replacement.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: June 16, 2014, a LifeProof waterproof case was purchased from a ******* store for my son's ******. Immediately upon use, his phone was damaged. I followed all required steps to unsure the warranty and replacement of his phone. After several attempts to get a shipping label and information, I finely received that, in which was incorrect. After multiple days, LifeProof tracked the phone and said they needed 4 business days to access the phone and then ship out a replacement. This never happened.I have called every business day, explained my son has ********** and the destruction it has created in our household. I was then told on both July 17th and 18th that I would receive an email with tracking and shipping information. Again, this never happened. I called today, July 21st, and explained again my frustration and disappointment, in a professional manner (no ill language). The customer service rep explained that if I wanted to call the BBB they would no longer speak or assist me with my son's phone. So, they have charged me $51.00 and have my son's phone. I now am out over $200 dollars and have no idea of how to replace this phone. I have recordings, manager names, etc. Please help me complete this, as it is detrimental to a person/child with disabilities.

Desired Settlement: I need my son's phone replaced immediately.

Business Response: Hello ******,

I am sorry that your son's phone was water damaged in the case and I'm sorry that you haven't received the phone yet. I have been in contact with our TWPP team in regards to your claim. I am sorry for the delay but the new phone should be on it's way. I have had one of our TWPP administrators get in contact with you directly. You should receive an email from him with a status on your claim and hopefully a tracking number for your package. 

Please let me know if I can be of any more assistance.

Sincerest Regards,
*****

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

I am rejecting this response because:
I was told my son would have his phone by Friday, July 25. This again, did not happen. I did receive a tracking number for a delivery of Monday, July 28th. IF, the phone is indeed there, the error is finally corrected. HOWEVER, Lifeproof needs to understand and learn that not everybody simply has a phone for fun. For some.... it is about "QUALITY OF LIFE". 
Regards,

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

Business Response: Hello ******,

I am sorry that it took so long for you to receive your new refurbished phone under your TWPP claim. I understand the frustration that this may have caused you and your family. It is never our intent to cause extra time on these TWPP claims. We do what we can to get those resolved as soon as possible because we do know that a phone is a persons connection to their contacts and often to their mobile social world. Since this has been a very stressful and lengthy process, I have noted in our customer service system a discount opportunity. In the future if you do want to purchase another Lifeproof case, just give us a call and any representative will be able to assist with this purchase discount.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer Experience #2"********* bad customer service makes a lifetime partnership with LifeProof"To whom it may concern, Well once again I have found myself shocked and appalled at the level of bad service provided by major companies. Let me say first, I am a foul when it comes to believing some of the claims these non customer service focused companies offer. As I mentioned before I was coerced into becoming a customer of ******* and their claim to "provide the best network service". Unfortunately I remain a loyal, contract stricken customer......Well now I've experience a distasteful interaction with a company that affiliates with *******, Lifeproof Inc.!! Months ago I went to a ******* store to get help cleaning out my ****** 5 which had collected dirt inside the otter box. While I was being assisted, the SALES (driven) associate recommended the new Lifeproof Nuud case. The associate displayed the great looking case, explain the it was everything proof and asked if I wanted to purchase one. At this point I told the associate I would wait to my bday and add that to my wish list. I left but didn't forget the case. A week later I found the Lifeproof Nuud case for my fianc ****** 5s and I was able to purchase it $10 less then in the ******* store. I enthusiastically purchased the case as a gift. My fianc approved and I thought all was good. Well a few months go by and my fianc and I took our daughter and nephew to ******* ******, a ****** water park. At the parking lot my fianc asked me should she take her phone and in confidence I said "yes, you have the life proof case and we can take pics!!". Those word have echoed in my head all day. As we started our day we went on a few slides. The phone seemed fine aside from being difficult to take photos with water on the screen. Then the phone started to become unresponsive and that's when my fianc noticed some water inside the display. At this point we new the phone was "done for", and this awesome case I purchased and not so awesome. Well I didn't know what to do. I believed the original statement that lifeproof made about the Nuud case being everything proof. So what do I do when it didn't work. I called ******* against my own will for answers. ******* let my fianc know that the phone may have water damaged and could be replaced for a fee under the insurance she pays for. So now we have to pay and wait to receive a refurbished ******. The agent told my fianc to call lifeproof. Lifeproof told us that since the case was purchased in best buy and not ******* the warranty was void and they weren't liable. I called lifeproof and the agent explained to me that only Cases purchased at ******* would be replaced by lifeproof. That saving $10 on the case cost me $150 on a refurbished replacement phone. Wow!!!!. How is a consumer suppose to know these business vendor FINE prints... The agent said he could replace the case for FREE but not the phone. And he offer 25% on a future purchase. Wow. Will these companies ever stop trying to scam money from their customers and actually hold up their promises!!! Truly disappointed.****** ************************************@*****.com. ------------------------------------------Customer Experience "The little guy" To whom it may concern, Quite frankly, this complaint I feel will just be added to a pile of unheard voices of customers and exiled into a trash bin desktop icon on some reps computer. This is not however intended as a complaint but a the story of the journey of a customer, a regular joe. No one special but just an organic account number. I'll begin with my introduction to *******. I had been a loyal customer to t-mobile for years. My introduction to them first began as a part time job with an employee discounted phone plan, but then after that part time job ended I remained a customer because I believed in the people and the company. Well as years past a love story shouted out into the air which lead to a family plan with *******

Desired Settlement: DesiredSettlementID: Other (requires explanation) New, not refurbished ****** 5s for my fianc account.

Business Response: Hello ******,

I am sorry that your fiance's phone was damaged while inside the case. Our warranty does cover the case 100%, however it is limited to the product we manufacture. Our Limited Product Warranty is set up to replace damaged product that we manufacture. Simply put, we are only able to replace our products and we are unable to replace, reimburse, or refund any costs associated with the device. If you would like to read our warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Our product does state that our case is water proof and drop proof. We are able to use this wording in our advertising and packaging as we have passed the industry standards for what constitutes water proof and drop proof. While we do test our cases in house and advise another water test before placing the phone inside, accidents can happen where a phone might be damaged in the Lifeproof product. These instances are rare, but despite the rarity we are still unable to replace or refund any costs to the device. I can see that we have already replaced the case under warranty. So at this time we are unable to assist with the warranty any further.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: COMPANY ADVERTISES PRODUCT AS FOLLOWS: "LifeProof frefor ****** 5s Technology begets technology ****** 5s was created using the most advanced phone technology available. So we invented the most advanced protection technology possible to bring you this — fre for ****** 5s. Thinner, lighter, stronger and more protective than any case before it, fre keeps your ****** 5s waterproof, dirt proof, snow proof and drop proof, so you can live LifeProof." WE PURCHASED THIS CASE BECAUSE SALES PERSON WAS VERY EXCITED ABOUT IT AND EVEN GAVE US A DEMONSTRATION OF HOW IT'S A DROP PROOF CASE ( HE EVEN TOSSED ON FLOOR REALLY HARD TO PROOF IT) A WEEK LATER MY DAUGHTER DROPPED HER CELL BY ACCIDENT WHILE ENDING A CALL, (SHE IS 5'2 TALL) SCREEN ON PHONE CRACKED AND NEEDS TO BE REPLACE

Desired Settlement: REPLACEMENT OR REPAIR OF CELL PHONE AND REFUND ON CASE ($79.99)

Business Response: Hello *****,

I am sorry to hear that your daughters phone screen is broke while inside the case. Under our warranty I am more than happy to replace the case 100%, however I am unable to replace the device. The Limited Product Warranty is set forth to replace cases that were broken due to manufacturing defects. Since we don't manufacture that device, we are unable to replace, refund, or reimburse any costs associated with the device. Our Limited Product Warranty is clearly stated on both our booklet that came with the case, as well as on our website. In the booklet it states states all Lifeproof products are backed by a one year warranty. The website definitely has a more extensive warranty explanation, and if you would like read it in it's entirety please see the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Our cases do use the words shock proof as we have passed industry standards for what constitutes shock proof. Since we have passed those industry standards we do use use that wording in our advertising and on our packaging. Instances where a phone and case break together are rare, and instances where just the phone breaks is even more rare. Despite it's rarity we are unable to assist with the refund, reimbursement, or replacement of the device. What I can do for you is refund you the cost of the case if it was purchased in the last year. This refund is a check refund since the case wasn't purchased through us. This check refund will have your name on it and arrives via mail to your address. Before I am able to get the refund order set up, I do need a picture of the itemized purchase receipt. This receipt must show date of purchase, place of purchase, product purchased and product price. Once I have that information I am able to move forward with your case check refund.

Sincerest Regards,
*****

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

I am rejecting this response because:

The case is new, my daughter only got to use it for 10 days. Also the case never got broken.
the reason we purchased this case was because the ****** 5 is a very expensive devise and we wanted to protect it and were sold by the sales person showing it to us (and throwing on the floor) and by what it says in the packaging:

"Protected by The Four Proofs:Waterproof: Fully submersible to 6.6 feet (2m)Dirt proof: Totally sealed from dirt and dustSnow proof: Completely closed to snow and iceShockproof: Survives drops from 6.6 feet (2m)Full screen protection and functionalityComplete access to all buttons, ports and controlsMaximum sound output and clarityAnti-reflective optical-glass camera lens

As a consumer I believe companies like yours have the responsibility of delivering what you say; in this case the phone case being accidentally dropped from my daughters hands (no even 6.6 feet hight) and screen getting broken

I wonder if perhaps my daughters case was not tested right?

Regards,


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

Business Response: Hello *****,

Again I am sorry that your daughter's phone broke while inside the case. We do test our cases to add protection from these drops and falls, but despite our tests there can be accidents where the phone can break inside the case. There are so many variables as to why the phone may break in the case. While do test our cases and do add protection, we are still unable to replace, reimburse or refund any costs associated with the device. I am more than happy to move forward with a check refund. I will still need the original itemized purchase receipt in order to offer this refund. This refund is the only option in which I can give money back to you. Other than the refund, a warranty replacement for the case is the only other option.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a new cell phone with a nuud lifeproof case at ******* that has the total waterproof protection plan. I registered my product the day I bought it with lifeproof before I left the ******* store. 2 months later the phone falls into the bath tub- while in the lifeproof case that is 100% guaranteed for 1 year with product replacement for a service fee- $50. I filed the claim online. heard nothing for several days. Every time I call lifeproof TWWP I am placed on hold for more than 45 min. I never get to talk to anyone who is a claim representative only the person who answers the phone. My credit card has already been charged for the replacement case and phone yet I have received no information, no case, no phone nothing! This is terrible customer service.

Desired Settlement: I would like to get a new (NOT refurbished) lifeproof nuud case and ******* ****** s4. I want to purchase the phone through ******* as I do not trust the product quality from lifeproof.

Business Response: Hello *****,

I am sorry that you haven't heard anything from us in regards to your Total Water Protection Program (TWPP) claim. The reason you are seeing the charge for the service fee is because that is an upfront cost to the TWPP claim, and we will start to filter through the claims in the order that they appeared. We are diligently working through those claims and attempting to get these orders fulfilled for new phones. Since this is insurance, and the actual phones are being replaced from this third party insurance, there has been some unforeseen delays in the replacement of phones. I am sorry that the wrong expectations were set, but as of right now there are going to be delays on the more popular phones through this type of insurance claim. Once we fulfill your TWPP claim you should get an email with a confirmation letting you know it's approved, and then once it ships out you should get an email with a tracking number letting you know it's on it's way.

Sincerest Regards,
*****

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

I am rejecting this response because:
Although I appreciate your response there is no excuse for poor and lengthy customer service. If your company is getting so many claims that you are so busy and can not handle the amount perhaps you should rethink your product or hire more employees. 

I have been able to reach someone who states "the claim is being processed." Regardless of outsourcing your vendor for phones the length of time and harassment I have had to put up with from your company to get this processed is ridiculous. It would go a long way in achieving better customer service to offer expedited (2-day or overnight- for free) shipping for claims that you have delayed.
At this time I can not recommend your product or company to anyone.  Until the new phone and case has arrived in my hand I will consider this matter unresolved. I would appreciate your assistance in expediting this process. Thank you for your time. 

Regards,

***** ****

Business Response: Hello *****,

Again I am sorry that things are a bit backed up at the moment. Since the insurance is a third party company we have contracted to work with our TWPP program, we are at their mercy with the phone replacements. They are slightly backed up from all their clients, not just Lifeproof, so the TWPP claims are taking slightly longer than normal. I will do what I can to try and push your claim through a bit faster. 

What I would like to also extend to you is a discount for your troubles through this very busy insurance issue. If you ever decide to purchase a Lifeproof product in the future, just give us a call and we can offer a discount on the new purchase. I have placed in our Customer Service system to offer and honor the discount.

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

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

I am rejecting this response because:
I appreciate the offer of a discount on future products but at this time I can not recommend your product nor would I choose to purchase additional products. The claim has been approved to be examined. The phone and case have been mailed and I will continue to wait for the claim approval and product replacement. 

Regards,

***** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a lifeproof phonecase and a ****** 5s on 6/13/2014 through ******* in ******* for my son. I wasn't going to buy a phonecase through verizon, but they heavily promoted this $100 phonecase that would cover any damage to the phone in case it was dropped, water damage, etc. I submitted the registration information to Lifeproof and received a "Registration Confirmation" email. Based on this confirmation, I thought we were covered by their "protection program". Anyway, we are on vacation in ******, my son drops the phone in the ocean for about 5 seconds on July 9, 2014, and the lifeproof case leaks, even though it is supposed to be protected. The phone does not turn on anymore. But we thought we were ok, we have lifeproof. They should cover this accident. First I try and do an online submission for warranty coverage, and I hit "submit" on the form, but I get nothing - no response, no call. So I try calling them on 7/15/14 and I finally get through to a customer service representative Heather that tells me I need to pay $50 on a CC and then they will send me a label so that I can ship the phone and case back. I think that everything is great, but 2 days later, I still don't have an email, so I call again on 7/17/14 and speak with ****** - who tells me that we did not register our phone correctly, so we are NOT COVERED by their PROTECTION PROGRAM! What? This was a complete shock to me. Not only are they not covering the damage and the phone, but they charged me $50! And, they didn't send me an email or phone call to let me know that I was rejected! All along I thought we were covered. Well, evidently, I did not submit screen shot properly. However, at the time that I registered the product, I thought I did register the product properly because I received the email confirmation. I spoke with ****, a customer service supervisor who did decide to refund the $50 that was charged (we will see if this happens), but said that they cannot help me. When I said I would contact the BBB, she told me she was sending my information to the legal department and hung up on me.

Desired Settlement: I would like to get a replacement ****** 5s, the phone that is no longer working because of the water damage. I would also like Lifeproof to change what I consider to be fraudulent and misleading practice in their water protection registration process. Based on the email that I received, I thought I had registered the case correctly. Why would I think it was registered incorrectly if I submitted it that way to begin with? I received an email confirmation. Based on my conversation with the customer service people, they don't even look at the screenshots and pictures that people upload until someone calls to make a claim. By then, if the screenshots and pictures are not correct, there is nothing that can be done and the claim is denied (I bet this happens a lot). This practice is misleading and very shady. They also charge $50 before they even know if the claim is going to be valid or not - this is what happened to me - and then to not even call or let me know what happened - to me this is just a stall tactic - to avoid having to face their shady dealings.

Business Response: Hello ****,

I am sorry to hear that your Total Water Protection Program (TWPP) claim was denied. Since this program is an additional insurance, every picture must be in the proper format for the registration to be valid. At each step where a photo upload must be put into the registration we do offer a link stating "show me". In this link we provide an exact picture representation of what is needed for your TWPP registration. You are able to upload any photo you wish and you will always get a confirmation upon a successful submission of the registration "paperwork". Since the IMEI picture for your Total Water Protection Program was not a screen shot from the phone, the claim was denied.

I am unable to replace the phone under our TWPP and our Limited Product Warranty only covers our case. What I can do for you is send out a new case under warranty. This is a free of charge warranty and covers the entire case. What I will need is the color of the case and the serial numbers found inside the case. Once I have that information I will be able to move forward with your warranty replacement. I can see the $50 was removed for the TWPP claim as well.

Sincerest Regards,
*****

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

I am rejecting this response because:

1) I have attached an email "Registration Confirmation" for the Water Protection Program.  When I received this confirmation I was misled to believe that I had done everything properly, otherwise it would not have been confirmed.  Why would I think otherwise with the way this email read?  Obviously I thought I had provided the correct pictures otherwise I wouldn't have done it, right?  I checked all the listed information in the email and it was correct.  Lifeproof doesn't check the pictures before sending out this "confirmation" so they can claim this loophole about the picture not being correct if someone has to make a claim against their warranty.  I feel before they send a "confirmation" email, they should check the pictures to make sure the registration is correct.  Receiving a confirmation infers that I supplied all the correct information.  I am a 50 year old professional engineer and the process took more than an hour to register.  I supplied in all good faith all the information that I thought was needed.

2) The response about needing a "picture" based on what the customer service representative was to prove that the phone was operational when the lifeproof case was purchased.  However, the ****** 5s was purchased on the same day that the Lifeproof case was purchased from Verizon.  I have receipt documentation to prove that.  I registered the Lifeproof case on the same day as purchased, and that can be proven also. My son also used the phone from 6/13/14 through 7/9/14 (until when the case failed) and ******* has all the data documentation to prove that.  So, the phone was operational and working from the time it was "registered" until the case failed and leaked water.  I have all the boxes, the phone, everything to prove this is the phone that was registered.

3) I don't want to replace the Lifeproof case with a warranty, I will NEVER use this product - mainly because of the response by their customer service team and they are unwilling to do the right thing.  Once I am back in *******, I will get a refund from ******* for the case and I plan to talk with ******* about the service that I received from Lifeproof and how ******* customers are being treated.  Everything is great when their case works, but as soon as something goes wrong - wow - unbelievable rude service.  I have NEVER made a BBB claim before, but felt they were so unethical and rude in their treatment that I had to.

4)  The only thing that will satisfy me is if they honor their Water Protection Warranty of the ******5s.  That is what I wanted when I bought the Lifeproof case to protect the phone for my 14 year old son.

 Regards,

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

Business Response: Hello ****,

I am sorry that you received poor customer service over the phone from our customer service team. I am also truly sorry that the phone was damaged and that your TWPP claim was denied. I understand your frustration in that you received a confirmation email stating the registration was complete, and that you believe that when you get the confirmation email then the system or a person has check to make sure the registration went through properly. The confirmation email that you received is simply a confirmation to let you know that the information you provided was successful in making it to us, but should not be confused with confirmation that the information was correct. Since we have links with exact examples for what was required during the registration itself, we feel we have done what we can during the registration process. 

I also understand that you purchased the phone the day of the purchase of the Lifeproof case. However this is an insurance program so everything including the pictures has to be exact. This includes a picture of the IMEI as a screenshot on the phone and not as a picture from the packaging. The picture you submit was not in the format that we can accept and this is why I cannot accept the TWPP claim. The only other option I can offer you is a refund on the case itself. This refund does come in the form of a check refund in your name, and will arrive by mail. I know you submit the purchase receipt picture for your TWPP claim, however I do not have direct access to this system. If you could attach the receipt picture to this claim I will be able to get the check refund to you faster. Please let me know if you have any further questions or concerns.

Sincerest regards,
*****

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

I am partially rejecting this response because:

1)   They are unwilling to do the right thing by fulfilling the TWPP.  I would still like Lifeproof to change their misleading Registration Confirmation process and check all uploaded photos before sending a Confirmation email.  This will prevent other unsuspecting consumers like me from being taken advantage of by a company like Lifeproof.

2) I would like Lifeproof to send me a refund check for $98.27 because the case completely failed and they failed to satisfy their TWPP.  I don't trust them, so please don't close this complaint until I actually receive and sucessfully cash the check. 
   
Regards,

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

Business Response: Hello ****,

Thank you for sending over your receipt. I will be submitting your refund order immediately and this will arrive as a check in the mail. Please allow the 4-6 weeks for this check to arrive in the mail. The TWPP registration requirements are something that are not set up by us, but are set up by the insurance. I understand that you want us to remove the confirmation email if the pictures are incorrect. Since this process would require a person to review these photos, the confirmation would be very delayed. The confirmation email is there to alert you, the customer, that you information has been uploaded correctly, but not to be confused with the information provided was correct. I am sorry that you feel it should only show confirmed if the information is correct. Since we give very specific examples and the opportunity to know what you are to upload, we have that confirmation to simply let you know that the information was uploaded to the system.

Thank you,
*****

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

I am rejecting this response because:

1) I still feel the company should replace the ******5s- I had to use my ******* upgrade and make a purchase from Costco for a new ******5s for $87.99.  The normal cost to replace the ******5s without a contract would be $600.00. If they pay for the replacement of $87.99 on my upgrade, I will accept their response. I won't accept their response right now because I still feel they are unethical in sending a "Confirmation email" for coverage even though I really wasn't "confirmed".

2) I still have not received the refund of the case itself.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximently a month ago I purchased an otter box case for my daughters new phone. An online sale offered a free "dry box" with a $35 purchase. I chose an otter box 3000 series thinking it would be great gift for my husband who takes our kids tubing regularly on the river at our campground. Today we packed up the kids and tubes and expected a great time tubing. We got back to the car and popped open the "dry box" to get the keys to leave and found it had completely leaked. My husbands ******, his charging case, our keys with auto lock, and money and ids all soaking in an inch of water. I called otter box immediately when we got home and they told me me even though they were sorry, they could only replace the "dry box".None of the contents, $700 to $800 worth of items we had trusted to their product. Obviously disappointed, I asked to be contacted further, I was told it would be forwarded to the legal dept. and if they felt a claim was warranted they would contact me, if not, then I would be not be contacted. I am hoping this company will stand behind their product and rectify the situation.

Desired Settlement: Refund of replaced ******, charging case, and keys

Business Response: Hello *****,

I am sorry that you had several items damaged inside the OtterBox Drybox. Our dryboxes are tested to the 100 feet, however there can instances where a drybox might like. There are a lot of variables as to why a drybox might leak, and because of these variables we are unable to guarantee the product to be water tight. Our warranty does state that we don't cover and devices inside our cases and boxes. This is simply because of the guarantee and the fact that we can only warranty our product. The warranty is set forth to replace damaged product through manufacturing defects, but it is limited to the product that we make here at OtterBox. If you would like to read our warranty in full, please click the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

What I can do for you is replace the case under warranty. Since the product was a free gift with your purchase of a product of $35 or more, I am unable to offer any refunds. If you would like a new warranty product, please let me know and I can start moving forward with that free replacement.

Sincerest Regards,
*****

Consumer Response: ********* *** ******* ********** ************************ *** ** ** *** **** ** ******** 
Unfortunately this is the first I have heard anything since I filed the complaint and nothing has been resolved, thank you, ***** *****

Sent from my ******

Business Response: Hello *****,

I am sorry that your drybox leaked and caused the products inside to become damaged. As the manager explained to you over the phone, we are unable to replace, refund, or reimburse any costs associated with anything damaged inside the drybox. We do have a warranty designed to replace OtterBox products when they break, but it is limited to OtterBox products only. We do state in our Limited Product Warranty that we are not responsible for any damage to products not manufactured by OtterBox. If you would like to read our warranty in full, see the warranty link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Since the drybox was a free gift, and we already refunded you the price of the product purchased from us, we are unable to further assist with any refunds. I am more than happy to replace the drybox for you under our Limited Product warranty. If you would like a warranty replacement please let me know and I will be more than happy to send the product.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a new phone I phone 5s in November 2013 in CT along with a LifeProof case to protect the phone. This case is supposed to have total water protection and we registered with the Total water protection program. The warrantee states that 'In the event of water damage, LifeProof will repair or replace the registered device for up to one year from the registration date." We registered this product when we bought it (Nov. 2013) and submitted everything that we thought was requested. Our phone was dropped in a pool recently which we immediately removed from the pool, only to find water had leaked in and ruined our phone. We called LifeProof and submitted our registration number along with pictures of our phone and case. We didn't hear anything so we called and spoke with a representative who helped us through the on line process again, which took our credit card number and charged us $50. The representative told us that once the $50 was paid, there would be no problem and the issue would be resolved. Yesterday we rec'd an email stating that our request was denied. I called today and spoke with a representative, told her the issue, she agreed that it wasn't right, and then I asked to speak with a manager which she transferred me to. I spoke with him and he said that he can't honor the guarantee because the pictures that we submitted back in November were not what they asked for. I said, "We submitted what we thought you wanted so why didn't someone from your company get back to us to let us know you didn't receive what was asked for? Then we could have resubmitted what you needed?" He told us that they receive thousands of these a day and that it's not their responsibility to do that. I told him that we put our faith into their product, paid $60 for a case that we thought worked, registered it and submitted everything we thought was needed, so they should make good on their guarantee. We had no idea that they needed something different than what we sent. We feel that they should have let us know that they needed something else. I told him that's a nice excuse for this company to say they didn't get what they wanted so they can't make good on the warrantee and they don't have any responsibility in what happened. I feel that they should make good on their guarantee and replace my daughters phone. Please help us with this. Thank you!!

Desired Settlement: We feel they should make good on their guarantee and replace my daughters new phone and refund us the money we paid for their faulty case.

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

I am sorry to hear that your claim was rejected by our Total Water Protection Program (TWPP) team. Since TWPP is water insurance for you phone, in order for the claim to be valid all the proper information has to be completed at the registration. For the registration process, we do give specific instructions as to what needs to be included. If there is ever a question as to what needs to be included, we do encourage customers to call or email with their questions to our customer service team.

I am sorry that the information you provided for the TWPP claim didn't meet those requirements. We do provide you with all the necessary information to complete the registration and do provide a customer service team to answer any and all questions regarding registration. We are unable to honor the TWPP claim because the information was incorrect. The best I can do for you is offer a case replacement.

Sincerest Regards,
*****

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

I am rejecting this response because:

When we bought the LifeProof case, we unfortunately put our faith in your product and believed that it would work which is why we paid so much for it.  Now, because your product was faulty, our new phone is ruined.  We obviously sent you what we thought was sufficient for the warrantee.  Why would we not??   We didn't call your customer service dept. with questions because we didn't have any.  We thought we provided what was needed!  How were we to know that your company didn't find it sufficient?  Your company should have let us know so that we could supply you with the necessary information or supply us with help since it was apparent to you that we needed it?  Are you saying there is no room for error?   That your company cannot provide help to your customers?  You had since November 2013 to let us know!  This is very poor customer service and a terrible way of doing business!  I think it's very convenient for your company to say that you're not remotely responsible when your product didn't work in the first place, and a customer in good faith sent you what they thought was needed.   It is only right for your company to replace our phone.   It wouldn't be broken in the first place if it wasn't for your faulty product.  We see your offer to give us a new LifeProof case but I have to ask why you think that's fair?  We certainly don't want another LifeProof case now that we know it doesn't work, not to mention we don't have a phone now!

Regards,

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

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

I am sorry that the TWPP claim was rejected. As I stated earlier, we do put in very clear instructions what we need in order for the optional insurance to be valid. Since we didn't get that proper information we are not able to honor the claim to replace your phone. I wish there was room for error and we could make an exception, however since our TWPP is additional insurance for your phone everything has to be exact. Without the proper information the insurance becomes void. 

The only other option I have to offer is the refund of the initial TWPP cost. This does come in the form of a check refund as we have changed systems, and we are no longer able to put that initial purchase charge back on your card. Please let me know if you would like to proceed with a TWPP registration fee refund.

Thank you,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find it shocking that they feel there is no responsibility on their end to replace our phone.  If there is nothing more we can do, then we will accept the check to cover the cost of the phone case.


Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Original product, Lifeproof Fre case for ******* ****** S5, was defective. Jumped through all the hoops required for a warranty exchange and got the warranty replacement ordered. Although shipping was very slow worth ***** *********, eventually the tracking information showed the product was delivered. I checked the front door, mailbox, and everywhere else ***** or **** might have left it and there was nothing. I gave it a few more days just to make sure it wasn't an error and still nothing came. Now I'm stuck with an $80 broken case and no replacement which is 100% unacceptable as are their customer service employees that handle these situations.

Desired Settlement: I want my case replaced as I was expecting in the beginning.

Business Response: Hello ******,

I am sorry that you never received your warranty replacement. I am not sure why the original warranty order said it was delivered, but you never got the product. I can see that you have reached out to our Social Media team about the issue, and they resent the warranty replacement for you. You should have gotten an order number stating the new warranty order was placed. Just in case you didn't, here is your new order number: **********. Once this item leaves our warehouse, you should get an email with a tracking number just letting you know it's on its way.

Please let me know if you have any remaining questions.

Sincerest regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Lifeproofs social media team took care of concerns promptly. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a Lifeproof phone case on my ****** 4S and I was extremely excited as it is advertised to be "Water Proof, Dirt Proof, Snow Proof, Shock Proof" and gives me the "Freedom: Ability to swim and take underwater to a depth of 6.6'/2m" (quotes taken from their advertisements on the website). I went swimming with my phone, which I had water tested before putting my phone inside as instructed and it had passed. Unfortunately, even though I had swam with it before and it had been fine, this time my Lifeproof case did not hold up to it's promise of being water proof and my phone became water damaged. My ****** was damaged beyond repair and I had to buy a new one. I have already contacted the company and all they are offering is to replace it. While I appreciate that, I no longer have the same type of phone. In regards to that they have offered to replace it with a case for my new phone. The main problem with that is the fact that I no longer trust the product. I do not trust any Lifeproof case any longer as it has already failed me in one way. I had been telling all of my friends to buy it, but I will do that no longer.

Desired Settlement: I'm not asking for damages to replace the phone. I am only asking to be refunded the $85.63 I spent on a case that did not work as promised, either as cash or check.

Business Response: Hello ****,

I am sorry that your phone was damaged in your case. While we have passed industry standards for what constitutes water proof and suggest doing routine checks on your case to ensure water proofing, accidents can happen. Our cases are designed to add protection to your device from what was there previously (i.e. a bare phone), but are not guaranteed protection. Under the Limited Warranty Warranty I am more than happy to replace your case for you free of charge. I will simply need the case color and serial numbers found inside the case in order to send your warranty replacement. If you would rather receive the refund of the case, I can do this option instead. This is something we typically don't offer, especially if the case wasn't purchased through lifeproof.com directly. In order to get your refund I do need your original purchase receipt and the product must have been purchased within the last year. This receipt must show the date of purchase, place of purchase, product purchase and product price. You can simply attach your receipt to your claim and at that time I can move forward with your refund. This refund will come as a check refund in the mail. It will be made out to the name address filed on your claim here. From the time I receive your receipt to the time you receive the check, please allow 4-6 weeks for the check to arrive.

Sincerest 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 do not have my original receipt because I was traveling in **** at the time and cleared out my purse several times while doing so. I got rid of the receipt because I fully expected the product to work and was not planning on returning it or going through this process. I bought it on June 6th, 2014 at the **** *** in *********, **** for $85.63. I have attached a screen shot of the portion of my credit card statement from online. 

Please let me know if you need anything else. 

Regards,

**** **************

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Life Proof case for my daughter's **** ****. We live in ******* and many activities are around and include water. In an effort to protect the ****, I purchased the Life Proof Case. In all advertising and on the product package, it is clearly stated: Water Proof...Fully submersible to 6.6 feet. Upon receipt of the case, we performed the water test as instructed. The case worked perfectly. No leakage. On July 12, 2014, the **** in the case was dropped in a pool. We immediately took the wet **** out of the case and placed it in rice over night. The rice, unfortunately, did not resolve the issue. The **** **** was damaged and no longer works. I spoke to ****** ** in the Denver call center and she informed that Life Proof was not responsible for any electronics damaged. I assured her that the water test was performed as directed and that all the advertisements stated that the case would provide water proof protection. Again, she said that Life Proof was not responsible. I asked for her supervisor and she informed me she was the supervisor. She simply gave me the corporate address in Ft. Collins, CO. I believe that this is clearly fraudulent. Water resistant I would understand, but they clearly state WATER PROOF. Nothing was offered to help provide support. No help with purchase....nothing.

Desired Settlement: Replacement of the **** **** and NOT the Life Proof Case. I wish NEVER to conduct business with this fraudulent company again. They do not provide any customer service and will not uphold the Water Proof statements.

Business Response: Hello ****,

I am sorry to hear your daughter's **** was water damaged while inside the case. Under our warranty I am more than happy to replace the case 100%, however I am unable to replace the device. The Limited Product Warranty is set forth to replace cases that were broken due to manufacturing defects. Since we don't manufacture that device, we are unable to replace, refund, or reimburse any costs associated with the device. When the Lifeproof product was purchased, our Limited Product Warranty is clearly stated inside the booklet, and is also stated on the lifeproof.com. website. If you would like to read the full warranty found on our website, please see the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do produce and advertise our cases to be water proof. We are able to use these words as we have passed industry standards for what constitutes water proof. We also test all cases before leaving our factories, and we don't allow a leaking case to leave that factory. We do suggest doing another water test upon purchase to ensure nothing happened during shipment of the product. It is rare that a case leaks causing damage to the tablet, but despite it's rarity we are unable to replace, reimburse or refund any price associated with the device.

What I can do for you is work with the product we manufacture. I am more than happy to replace the case free of charge under our Limited Product Warranty. In order to do this I will simply need the front and back serial numbers found inside the case. If you could also send me the color of the case, I will be sure to get the correct one out to you. The only other option I have to offer is a check refund. This is will in place of the warranty case (i.e. we cannot do both a refund and a replacement) and will be for the price you paid originally for that product. What I will need in order to process the refund is a purchase receipt showing the date of purchase, place of purchase, product purchased and product price. Once I have that I will put in a refund order for you which comes in the form of a check refund. From the time I receive the receipt to the time you get the check, please allow 4-6 weeks.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  Please REFUND the entire purchase amount.  Please send me an email as to the total refunded and the anticipated date of delivery to my home address:

*** ******* **** ********* *****  **  ****1

Regards,

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The Lifeproof case I purchased - the knob to turn the phone to silent/un-silent pulled away leaving a hole which no longer protects the phone. The clear front of case also partially came out from the inside to the outside. The damage was NOT due to being unusually hard on the case - I work in an office (long hours)and I do not have a physical job. I did nothing that should have damaged the case. The case also became defective only a couple months after buying the case.I have done my due diligence in trying to file a warranty claim. Twice the website would not accept the case's serial numbers on the claim form so it would not accept the claim. The serial numbers are valid as I bought the case from a Verizon store. I sent e-mails from the Lifeproof website trying to get this resolved. No response was received. I CALLED Lifeproof and the representative said that they knew their website was not accepting serial numbers; she stated she would send me an e-mail to resolve my warranty. I never received an e-mail from Lifeproof as the representative promised. (NOTE - The company KNEW that you could not file a warranty claim on-line!!) Today, the Lifeproof website finally accepted my warranty claim - so it seams. However, since time is running out and I cannot trust Lifeproof, I wanted to officially file a complaint before the warranty time is over. I have the receipt (so does Verizon). The website also did not allow me to upload enough pictures. I have tried to resolve this and am asking that Lifeproof honors their warranty.

Desired Settlement: Lifeproof should honor their warranty and replace the case.

Business Response: Hello *****,

I am sorry that you have had so many issues trying to submit the warranty form online, and also having issues receiving our emails. I am also sorry that the representative told you it was a common problem we have been seeing with serial number issues through our online form. The issue with the form isn't something we were experiencing with all customers, but simply a small few. We are still not sure why some customers weren't able to submit their forms, while the majority was able to without issues. As far as your warranty claim, I can see that your order has been placed. Your order number is **********. For the inconvenience of our website not taking the serial numbers, I have expedited shipping. You should have gotten the order email. I would highly suggest looking in your spam folder. Often times our emails get put there on account that yahoo thinks we're sending promotion spam with our confirmation emails. 

Please let me know if you have any remaining questions.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ****** 5s case via otterbox.com on June 7, 2014.The package was refused/returned at the time of delivery because I had changed my mind on the product. As of July 15, 2014 I had made several phones calls to customer service and sent at minimum five emails regarding the return and my refund for the full amount of $43.29. I have not received not one response from Otterbox.

Desired Settlement: A full refund of $43.29 to the original form of payment.

Business Response: Hello *******, 

I am sorry that you have tried reaching out to us in regards to your return. I can see your initial contact to us for a return, and I can see that you notified us that the product was refused. However, we haven't had any correspondence back since the initial return set up. Since there was never an official RMA (return merchandise authorization) created for this product coming back, often times orders will get added to a spreadsheet and sit there until an RMA number can be associated with it. After doing some searching I can see on 6/23 an RMA number was associated and then invoiced. The amount was refunded back to the same card used for the purchase. If you still haven't received the funds, you will need to speak with your bank as we have released those funds from our bank.

Sincerest Regards,
*****

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

I am rejecting this response because: The return processed on 6/23 was for a different order that  was placed and returned. There were TWO orders and only ONE was credited. The order that was not credited was for order number ******** which was placed on June 7, 2014. 

Regards,

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

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

The order number you provided is the one for the refund that has already been created and refunded back to the card. I have done some extensive searching for you order and I did find one order a few days before on 6/03/2014 with order number ********. I have searched through our systems and this order was not received to our systems nor was an RMA created for this order. The last thing we see for this order was that it was delivered to your address. If this order was also returned along with the other order number then we haven't received it. It's possible that the package was lost in transit, but if you could provide a tracking number we might be able to aid in getting that refund back to you.

Sincerest regards,
*****

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

I am rejecting this response because: I provided all information that I have. When a package is refused, clearly a tracking number will not be provided. Please forward my information to a skilled employee who can better serve my request. The poor customer service I have received from Otterbox is unacceptable.

Regards,

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

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

I wasn't sure if that package was also refused or sent back in a different manner, and this is why I asked for a tracking number. As a one time courtesy I will push through a refund on this other order. In the future, we always suggest going through the proper RMA channels so that we can assist you faster and with more accuracy on your refund. Please allow 3-5 business banking days for this refund to go back on the same card used for the purchase.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my wife bought 2 ******* 3 cell phones with the otter box cases. I had to replace those cases over 14 times. I visited the sprint store in Jacksonville, fl, south side and bay meadow road over 15 times to return the cases. The problem was the connect clip kept snapping off. I spent a number amount of gas going to and from the store. A number of times the clerk stated that I had to come back on Thursday when the shipment come in. There was a manager that when I brought the case in, that he replace the case due to re occurring breakage. I think that this should have been a recalled product, refund etc.

Desired Settlement: Refund on both cases and compensation for to and from the store, time off from work, gas to and from the store from home and work.

Business Response: Hello *****,

I am sorry that you have a number of cases replaced under warranty due to the belt clip holster not clicking into place. We did see some cases with this issue early on in the cases release. This wasn't very common and wasn't centralized to one location. What we have done is gone back to our mold and make it more "tight" fitting to the case. This has improved the functionality of the cases and the fit of the holster to the case. Since the case was not purchased from us directly we are unable to refund the money. What we are able to do is replace the case under our Limited Product Warranty. This is a one-for-one free of charge service. I will simply need one photo showing the case and damage to the case. Once I get those pictures I am more than happy to replace your cases for the newest and most up-to-date version of that product.

Sincerest regards,
*****

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

I am rejecting this response because:most companies consider all the time, gas and the inconvenience involved with trying to make this right.  May I need to talk or write upper management with my concerns.

Regards,

***** ****** ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have order from Otterbox before, and their products are usually pretty good, and a bit over priced for what they are offering. However, when I ordered a new case for my new phone, I received a supposedly new product that was badly scratched. When I tried to call their customer service department today (7/15/14), and their wait time was 24 minutes. The day before it was 30 minutes. They have poor customer service, and you can never reach a live person.

Desired Settlement: I would like to get what I paid for. A brand new case.

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

I am sorry that you were unable to get to a live person for your warranty. I am also sorry to hear that your product is damaged. I am able to see that you have placed two claims in our system. Once for a warranty replacement, and one for the RMA. For the warranty replacement it appears that one part of the requirements is missing and we did send you an email back asking for that information. All we are missing is a manufacturing code found inside the case. This manufacturing code is found inside a circle and usually starts with a 6 or a 7. This circle can be found in the middle of the case near some other square stamping and it also shows where the part was made. If you reply back to this claim, or reply back to the email we sent you with a picture of that info we will be able to assist you further.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Lifeproof Iphone 5C cell phone case. I was told by two different sales people (one at Verizon & one at Best Buys) that Lifeproof will cover the cell phone if the product does not work and the cell phone is damaged. I then researched the product online at Lifeproof.com and it said they guarantee their product 100%. After using the product three times the Liifeproof case did not work and the cell phone was damaged by water. When I contacted Lifeproof they said they do not cover damage to cell phones and their product only works 80% of the time. I had to pay $179.00 to replace the damaged cell phone.

Desired Settlement: I want the $179.00 refunded that I had to pay to replace a damaged cell phone as a result of the Lifeproof case not working underwater like they advertised.

Business Response: Hello *****,

I am sorry to hear that your phone has become water damaged while inside the Lifeproof case. Under our warranty I am more than happy to replace your case free of charge, however do cannot cover replace, reimburse or refund your device.  Our Limited Product Warranty is set forth to replace the Lifeproof product only, as that's the product we manufacture. Since we don't manufacture the device we are unable to aid in a device repair or replacement. As you stated and as it's stated in our warranty, we do stand behind the Lifeproof product with our warranty 100%, but we cannot stand behind a product we don't manufacture. If you would like to read our warranty in full, see the link below for our warranty.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

What the Verizon and Best Buy reps were speaking of with the replacement of the device is our Total Water Protection Program, or TWPP. This is an additional and optional water insurance program. This is something that is only offered with Verizon or lifeproof.com purchased cases, and the registration for these products must be done within a certain time of purchase. The TWPP does aid the replacement of your device, but without the registration being done first there is no way to aid at this time. 

Since our Limited Product Warranty only applies to the case what I can do for you is replace the case free of charge. All I need is the case color and case serial numbers and I can get that product out to under our free of charge warranty. 

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: LifeProof advertises their Nuud case as "completely waterproof" and "submergible to 6.6' for up to an hour". They have pictures on their website of people using the case with their phone to film someone surfing. Their website says "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." Well my phone wasn't protected. I kept it at the pools edge and briefly submerged it in less than 1 foot of water. Later that day, my phone started acting up and I became unable to make calls or use my phone. I had to file a claim with my phone insurance, and it's costing me $175. I'm also without a phone for 5 days, because it happened on a Thursday night and they aren't shipping my phone until Monday. As someone who is on call, this is a huge problem. I realized now that they LifeProof offers insurance against water damage. This wasn't clear when I bought the phone. In fact, it seems dishonest--if their phone is waterproof, why would I get extra insurance against water damage?

Desired Settlement: I want back the $89.99 this case cost me and I want LifeProof to cover the $175 it cost me to replace my phone.

Business Response: Hello *****,

I am sorry to hear that your phone was damaged while inside the case. Under our warranty I am more than happy to replace the case 100%, however I am unable to replace the device. The Limited Product Warranty is set forth to replace cases that were broken due to manufacturing defects. Since we don't manufacture that device, we are unable to replace, refund, or reimburse any costs associated with the device. When the Lifeproof product was purchased, our Limited Product Warranty is clearly stated inside the booklet, and is also stated on the lifeproof.com. website. If you would like to read the full warranty found on our website, please see the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As you stated we do offer the Total Water Protection Program (TWPP) as an additional water insurance. We do offer this insurance because sometimes a case can crack unbeknownst to the user, which then allows water into the case. We do produce and advertise our cases to be water proof. We are able to use these words as we have passed industry standards for what constitutes water proof. We also test all cases before leaving our factories, and we don't allow a leaking case to leave that factory. We do suggest doing another water test upon purchase. It is rare that a case leaks causing damage to the phone, but despite it's rarity we are unable to replace, reimburse or refund any price associated with the device.

What I can do for you is work with the Lifeproof product as that's what we manufacture. I am more than happy to replace the case free of charge under our Limited Product Warranty. In order to do this I will simply need the front and back serial numbers found inside the case. If you could also send me the color of the case, I will be sure to get the correct one out to you. What I am also able to offer is a refund. This is will in place of the warranty case (i.e. we cannot do both a refund and a replacement) and will be for the price you paid originally. What I will need in order to process the refund is a purchase receipt showing the date of purchase, place of purchase, product purchased and product price. Once I have that I will put in a refund order for you which comes in the form of a check refund. From the time I receive the receipt to the time you get the check, please allow 4-6 weeks.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the life proof case with the one year warranty and sent in my claim. I am asking for a new phone and case to be shipped to me as that it what I agreed to when I signed up for the warranty. I haven't been able to get in contact with anyone on the life proof staff and it has caused me to go without a phone for a few days which has been crucial to my business.

Desired Settlement: I am extremely disappointed in the service and am hoping I can be granted this request which was promised.

Business Response: Hello ****,

I am sorry that you have had to file a Total Water Protection Program (TWPP) claim and haven't heard anything for a while. These claims do take time and I apologize in advance for any extra time it may take. If you could provide me with your TWPP registration code I will do what I can to try and push you along through the systems a bit faster.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased Lifeproof Nuud Case for Ipad Air purchased on Wednesday, June 11, 2014 (Item No: 1901-01) Bought it for my Brand New Ipad Air Wifi 64gb on the same date as the Lifeproof Case Date of Incident: Monday, July 01, 2014 Upon receiving the Lifeproof Nuud Case, I follow the instructions entirely and did the water test to verify seal, as per Lifeproof instructions. It pass without issues. Put the Ipad in the case, tested it, it did not pass. The Ipad received water damage and damage my volume controls. Ipad was Express Mailed to Apple Care center to see if it will be repair under warranty or not (pending outcome; Wednesday, July 02, 2014). I notified Lifeproof and will out the warranty claim (also Wednesday, July 02, 2014). They are mailing me a brand new case. However, this is not the issue. The Issue is my Ipad. I called Lifeproof about repairing or replacing my Ipad as their product failed, and they told me they hold no liability. A company that advertises and claims their product will provide waterproof seal, but decides to hold zero liability on their product s? This is a very clear case of FRAUD and SCAM on consumers. Lifeproof does offer a Water Proof Warranty product for an additional fee that will supposedly repair or replace your water damaged product, by paying a surcharge fee for repair/replacement (which again, this is another form of getting money from consumers). I did not purchase their additional warranty as for something that is less than 30 days to fail on me, I should NOT be required to cough up extra money I don’t have because that’s how their willing to even assist consumers with their products? More info on their Life Proof Water Protection Program for those willing to pay extra for it, despite their product guarantees water proofing of 6 feet water depth or shallower: http://www.lifeproof.com/en/total-water-protection-program/

Desired Settlement: Replacement of my brand new ipad air 64gb

Business Response: Hello ****,

I am sorry to hear that your iPad was water damaged inside the case. As the representative you spoke with informed you, we do not cover water damage under the Limited Product Warranty. The reason we cannot cover your device is because we don't manufacture that product. Our product warranty is set up to replace damaged cases through manufacturing defects, and is limited to products produced solely by Lifeproof. As your iPad was not manufactured by Lifeproof, we cannot replace, reimburse, or refund any cost associated with the device under our product warranty.

We do use the words water proof in our advertising and on our packaging. Since we have passed industry standards for what constitutes water proof, we are able to use these words in our advertising, packaging and retail purposes. Our cases have been water tested before they are sent to you to make sure they pass industry standards. We do suggest doing another water test on the product once you receive it as things can happen in the transportation of the products through various climates and handling of the product after our initial water test. While we do use this wording water proof and do give the recommended depth and time the case should last, the case is still not a guaranteed protective product. All cases are added protection from what was there previously, i.e. a bare phone. Unfortunately we are physically unable to guarantee a device will never break inside the case, and this is why it is added protection and not guaranteed protection. However, when a phone or tablet breaks inside one of our cases it is a rare occurrence.

Since we are unable to cover devices under our warranty, this is why we sent you your replacement case. We are always happy to replace cases as they break, but we are unable to help with the replacement or repair of the device if it is damaged. 

Sincerest Regards,
*****

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

I am rejecting this response because:

Your company develops and owns the different cases (Fre and
Nuud). If the cases fail due to manufacture defect and not from negligence from
the consumer, you fall under the Product Liability Act of both Colorado (your
HQ) and Louisiana (where I reside). Both laws are similar and apply to this
situation.

“Product liability” means the liability in tort of a
manufacturer for personal injury and property damage caused by his
product.  Every state recognizes such
liability in one form or another. Louisiana’s product liability doctrine began
in 1971 with the Louisiana Supreme Court’s decision in Weber v. Fidelity & Casualty Insurance Co. of New York.

The products liability case has been defined as a "kind of civil
lawsuit against the maker of a product, which claims that a person or group of
people were injured or damaged by a product that was defective or not suitable
for the use it was advertised for. Products liability lawsuits are often class
actions." See Colorado case Carter v. Brighton Ford, Inc.
(Colo. App. 2010).

In short, if your product damaged
the iPad due to your product failing (after following thoroughly with your
instructions and this occurred immediately after, not even 30 days from
purchase date and 1 day of using this product), your are held liable for the
damage iPad.  If I sold a product in the
market making all claims that it can do, and it doesn’t hold up to the claim,
it can fall under Fraud and Scam criminal laws, and/or Product Liability civil
law.  You are not exempt from zero
liability because your company, regardless of what policies you have in place,
can just say you’re not responsible. 
This might be a rare occurrence, like your previously mention, but the
fact remains that I have a damaged iPad and if your unable to repair it, then
you must replace it (or send funds to have it replaced with a receipt for proof
if you like).

That is the issue I am stressing here and if my Ipad needs to be repaired or replaced (it is already sent to Apple for diagnosis), you shall be responsible for any fees incurred due to this incident.

Thank you.

Regards,

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

Business Response: Hello ****,

Again I am sorry that your device was water damaged while inside the case. Since I am not apart of our legal department here at Lifeproof, I am not at liberty to discuss any product liability and any acts associated with your state or ours. What I am able to discuss our warranty and what it includes and it's limitations. As I stated previously, it does state in our limited product warranty and because of this I am not able to replace, reimburse or refund the device. I am only able to work with our manufactured product.

Since the case was so new what I am able to do is offer a refund. Since the case was purchased through us, I am happy to go back to the order put the product price and taxes back onto the card you used. Please let me know if you would like to move forward with this refund. Once the refund is started, it typically takes 3-5 business banking days for your to get the refund onto your card. The refund is the best offer I am able to give to you.

Sincerest Regards,
*****

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

I am rejecting this response because: I am going to look further into this matter regarding the iPad. As for the refund, am I required to mail the case back (because I mailed everything to Apple)?

Regards,

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

Business Response: Hello ****,

All I need is the purchase receipt to order the refund check. You can either attach the receipt to a reply message here in your claim, or you can send it as a reply to our customer service systems email I will send you. Either one works and as soon as I have that, I will get the refund check order made and sent to our finance team for finalization.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a Lifeproof smart phone case for my Samsung Galaxy S III. The product is advertised as "survives drops from up to 6.6 feet" and "exceeds military shock standard". I dropped my phone while it was in the Lifeproof case from a height of no higher than 2 feet and my phone broke. Lifeproof is not paying for the repairs, they said all they could do is send me a new case. The woman I spoke to told me that sometimes the case protects a phone from a drop and sometimes it doesn't, she didn't seem to understand why I was mad about their false advertising.

Desired Settlement: I want them to pay the $85.00 CND, plus taxes the cost will be $96.05, repair fee that it is going to cost me to have my phone fixed. I feel they owe me this because the Lifeproof case was faulty and did not live up to what it was advertised to do.

Business Response: Hello ******,

I am sorry that your phone has been dropped and the screen has broken. As the representative told you, we are unable to replace the case under warranty. The warranty is designed to replace broken cases through manufacturing defects. Since we don't manufacture that device, we are unable to refund, reimburse or replace any costs associated with the device. We do use the words shock proof in our advertisement and on our packaging because we have passed industry standards for what is considered shock proof. While we have passed these industry standards, there can be times where a phone might break in the case. While these instances are rare, we are still unable to aid in the device replacement or repair. We do state in the LifeProof Limited Product Warranty that we aren't responsible for the device. If you would like to read the warranty in it's entirety please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

What I can do for you is offer a refund for the LifeProof case if it was purchased within the last year. Since the device did break inside the phone, I would like to help were I can. In order to receive the refund for the case, I will first need the receipt showing the cost of the product. This receipt must be itemized and show the product purchased, place of purchase, price of the product, and finally the date of purchase. The refund will come to you in the mail in the form of a check. This check will have your name on it and can definitely aid in the repair cost of the phone. Once I have that receipt I can move forward with the refund.

Sincerest Regards,
***** 

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

I am rejecting this response because:

The product you sold me did not live up to the standards under which it was advertised.  My phone is damaged because I trusted your product.  A new case will not help my already damaged phone.

Regards,

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

Business Response: Hello ******,

I am sorry that your device was damaged inside the case. Unfortunately I am not able to replace, refund, or reimburse the device for all the reasons stated in the previous email. We do advertise the products to be shock proof and have passed industry standards to use this wording. While we have passed industry standards, there can still be accidents where a device can be damaged as the case is added protection but it's not guaranteed protection. I do want to help as much as possible, so the offer from the previous email for a check refund still stands. I will still need the picture of the itemized receipt showing the date of purchase, place of purchase, product purchased and product price. Again, this is a check refund so it will be delivered to you by mail.

Please let me know if you have any remaining questions.

Sincerest regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

I've attached a photo of the bill

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this case for my teenage sons ****** to protect since it states on the case and on their website that the phone survives drops from up to 6.6 feet among other claims. My son and I were walking to back to our vacation house when he droped his phone on the sidewalk while in this case it dropped from 3.5 feet and shattered the entire screen of his ****** that is only 5 months old there are glass shards inside the Lifeproof case which shows it was inside this case at the time of the incident. I went to the ** * * store they told me to call Lifeproof as it was thier claim that it would survive and it did not. I also called Lifeproof they stated it only covers the case there is nowhere on the box which I do have that states it does only cover the case and not the actual phone. I purchased the case to protect the phone which I paid over $80 dollars for. I feel that lifeproof should at least pay the cost for a new phone with ** * * or the cost to replace the screen since their product failed and did not hold up to the claims it states on the box.

Desired Settlement: I would like either the ****** 5 C replaced with ** * * service or the screen replaced providing their is no damage to the actual phone. Apple will offer a one time replacement at a reasonable cost.

Business Response: Hello *****,

I am sorry to hear your son's phone was broken inside the case. Our cases do advertise the 6.6 feet of shock proof protection. We have been able to use these words as we have passed industry standards of what constitutes shock proof. While we do use these words, a device can still get damaged inside the case. The instances when the phone and case break together are rare. Despite their rarity, we are unable to refund, replace, or reimburse any charges associated with the device. Our Limited Product Warranty is set forth to replace cases with manufacturing defects. It is limited to the product we manufacture, and does not extend to other manufacturer's products. Since we didn't manufacture your phone, we are unable to assist with the replacement or refund of that product. 

What I can do for you is replace the case under our Limited Product Warranty. This is a free of charge service and it will replace the case with a brand new product. All I need is front and back serial numbers as well as the color of your case. Once I have that information I will be happy to ship out the warranty replacement case.

Sincerest Regards,
*****

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

I am rejecting this response because: yes they do owe me a new case also since there are glass chards in it but they also owe me repair money since their case did not do what it said survives drops for upto 6.6 feet, I called a local dealer and they will replace the screen for $125 they can refund me that money and replace the case since their case did not hold up to their claims.
Regards,

***** *****

Business Response: Hello *****, 

As I stated in the previous email, we are unable to reimburse or cover any charges associated with the device. This does include the $125 charge to fix the screen. We don't manufacture the device and this means we are responsible for the device. I am more than happy to replace the case under our warranty. I will still need the case color and the case serial numbers in order to move forward with the replacement. 

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is not satisfactory to me but I guess I have no choice send me my new case the color is clear and the serial number is *********** my address is **** ******* ***** ********* ** ******

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I originally purchased my LifeProof Fre case for my ****** 5s in January of 2014. They claim that the case is waterproof up to a specific depth. While at the park with my family on 7/17/2014 my phone (in the case) came into contact with some water. After looking at the phone it was clear that the case had failed and a small amount of water had made it's way into the case. At first the phone seemed unharmed, I contacted LifeProof for a warranty replacement of the case and they responded quickly. The next day I began to experience problems with my phone due to the contact with water. Upon speaking to a ******* representative they explained that LifeProof had a warranty program that covered the electronics inside the case. I had never heard of this program even though I had purchased my case directly from the LifeProof website. I proceeded to ask customer service about the program, but was told that I had to have registered for it within 21 days of buying my case. I asked how I could if I had never been offered the program. All I have received from them is the same response that they're sorry it wasn't offered but there's nothing they can do now. That is not acceptable.

Desired Settlement: I would like LifeProof to make this program available to me since they failed to make it available when I purchased the case originally. Further more due to the poor customer service and response to my issue I would like my phone replaced.

Business Response: Hello ****,
       
I am sorry to hear that your phone was damaged while inside the case. We do offer the Limited Product Warranty for our products. The warranty is set forth to replace cases that were broken due to manufacturing defects. Since we don't manufacture that device, we are unable to replace, refund, or reimburse any costs associated with the device. When the Lifeproof product was purchased, our Limited Product Warranty is clearly stated inside the booklet, and is also stated on the lifeproof.com. website. If you would like to read the full warranty found on our website, please see the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

As you stated we do offer the Total Water Protection Program (TWPP) as an additional water insurance. We do offer this insurance because sometimes a case can crack unbeknownst to the user, which then allows water into the case. We do produce and advertise our cases to be water proof. We are able to use these words as we have passed industry standards for what constitutes water proof. We also test all cases before leaving our factories, and we don't allow a leaking case to leave that factory. We do suggest doing another water test upon purchase. It is rare that a case leaks causing damage to the phone, but despite it's rarity we are unable to replace, reimburse or refund any price associated with the device. All we are able to do is work with our warranty and the case we produce.

Sincerest Regards,
*****

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

I am rejecting this response because:

 It fails respond to my inquiry as to why I was never offered or informed of the program when I originally purchased my case. This is the standard response that I have been given several times and it doesn't offer am explanation or an alleviation for the oversight. In fact I went onto the website again today and proceeded all the way to the portion where I would put in my credit card information and I was never prompted to or informed of this warranty program that is available. I have asked multiple times how I can purchase it and no one has answered the question except to tell me that I can't no longer purchase it because I am out of the time frame. How can you have a program that was never offered to a customer? I work in warranty sales, the first rule is that if a customer is eligible for it the product has to be offered and either accepted or refused. Else it is a violation of federal law. What are you doing to fix that issue as well as mine?
Regards,

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

Business Response: Hello ****,

I am sorry that you weren't notified or nothing was explained about our Total Water Protection Program. All purchases through both ******* and lifeproof.com offer the TWPP optional insurance. All Lifeproof products purchased at ******* come with a card inside the retail packaging explaining how to register and directing you to our website FAQ regarding our Total Water Protection Program. The lifeproof.com TWPP option showed up on the right hand side, under the "add optional accessories" header. It had a blue shield with three water droplets, and a check mark to add to the cart. As of Monday 7/21 the Total Water Protection Program has been removed from lifeproof.com. It will remain as a ******* exclusive offer at this time. This is why you didn't see the TWPP add-on purchase when you went back through our website the other day. 

The only option that I have to assist you is a refund on the case itself. In order to process the refund for the case, I will need a picture of the purchase receipt. Once I get that picture of the purchase receipt I can get the check written and mailed to you.

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Attached you will find the receipt of the order I placed on the LifeProof.com website. I wish it would have gone differently because up until this point I have had nothing but good experiences with your products. Thank you for offering this resolution, as it will go to replacing my phone at this point. Not an item I had looked forward to having to replace.

The address on the receipt is my work address, please address the refund either to my paypal account or to my home at:

** ****** ** ********** ** *****
 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof protective case for my Iphone 5c. The advertisement is that the case is waterproof. I had my case on my phone for less than 2 months, it got wet once in 2 inches of water and my $600.00 Iphone is now dead! The company claims their cases are waterproof up to 6 and 1/2 feet of water. Mine had 2 inches of water run over it for a few seconds, and it was not waterproof at all!

Desired Settlement: I would like Lifeproof to replace my iphone that is now ruined because of a claim they made.

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

I am sorry that your phone has been water damaged while inside the Lifeproof case. We do advertise our cases as waterproof, and we are able to use this term as we have passed industry standards for what constitutes waterproof. While we do state our cases to be waterproof, we are still unable to cover devices under our Limited Product Warranty. The warranty is there to replace our cases for manufacturing defects, and is limited to the products we manufacture. We do state in our warranty that we are not responsible for the device. If you would like to read our warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

I am truly sorry that your device was water damaged. Since our product is the only product I can work with, what I can do for you is replace your case free of charge. All I need in order to place the warranty order is have you reply back with the case color and case serial numbers. Once I have that information I will place your new order and expedite shipping. 

Sincerest Regards,
*****

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

I am rejecting this response because:

replacing a case I can no longer use, since I do not have a working phone anymore because the first case did not do as it claims I would at least like my money back.
I paid $96.28 for the case.

Regards,

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

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

Typically we don't offer refunds for products purchased outside of lifeproof.com. However, given the circumstances I will go ahead and honor a refund if it was purchased within the last year. What I will need in order to complete the refund is the original purchase receipt or a re-printed purchase receipt. This receipt must be itemized showing the place of purchase, date of purchase, product purchased and price of product. When we do refunds, they come in the form of a check with your name on it. Once I get the receipt, I will get the check order to our finance team and it will be written for the amount you paid for on the product. 

Thank you,
*****

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

Hello,

I would not like this closed yet... I did reply that the companies last message was acceptable, and asked how to get them a copy of receipt?  I have not heard anything back yet?

Thank you
****** ******

Business Response: Hello ******, 

If you attach the receipt to your claim here I will be able to start the refund process. If you don't have the receipt now, I would go talk with the place of purchase where you got the case, and see if they can reprint your receipt. Please let me know if you have any further questions.

Thank you,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received Lifeproof case as a gift about a year ago. I used it during my travels in deep ocean and it worked fine. I stored the case and used it again during my travels this year. I followed the instructions carefully as I have done before. I went on holiday; same location; same phone. I used it in shallow water the first day of the trip. Did not notice anything wrong until I got out and the phone was not responding. I noticed condensation so I opened the case once back at the hotel. There were a few drops of water inside. I've since put the phone in rice and it has been 7 days and the phone will not come on. Called to complain. Service is unprofessional; I'm assuming because they hear a lot of complaints and are trying their best to be professional. In anycase, I explained that I registered and the rep could not find the registration but offered another case. I would not trust my phone (that I now have to purchase) to another case. I just don't have confidence in this brand/company that, in my opinion, does not stand behind it's product. I hope this message reaches the CEO as the rep did not want to relinquish that information albeit is public record.

Desired Settlement: I would like a replacement iphone 5s. I shouldn't have to buy another phone.

Business Response: Hello Mr. *****,

I am sorry that your phone has been water damaged while inside the case. In your experience you know that the case was waterproof, and I'm not sure it leaked on the second trip. These accidents where a phone is damaged from water are rare, but despite their rarity we are unable to replace, refund or reimburse the phone through our Limited Product Warranty. Our product warranty is designed to replace our damaged cases and is limited to products that Lifeproof manufactures. Since we don't manufacture the phone, we are unable to assist with replacements or refunds on those products. 

You did mention you registered the product when you first got it. Are you referring to our Total Water Protection Program? If so this is the only way we are able to replace devices. This program is an optional and additional water insurance. In order to better assist you in a claim with our Total Water Protection Program, I will need the registration code you were given with the product. If you didn't do the Total Water Protection Program registration at the time you received your gift, unfortunately we cannot assist with a device replacement.

Sincerest Regards,
*****

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

Dear Ms. *****,

I am rejecting this response because: The company should stand behind their product. It's a basic business model that keeps customers coming back. Your company should have rendered some sort of remedy to the problem that both parties can agree to. Your product, LIFEPROOF, is FAULTY! I, and apparently others, rate this company/product poorly for the reasons outlined previously. 

Regards,

* *

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased I WATERPROOF case for my phone only for the sole purpose of being water proof. The case failed ridiculously and water corrosion caused my phone to fail. That as in turn has cost me $150.00 deductable through ************** . When I had called in to file a complaint/ get warranty assistance the young lady was very helpful and said that the case was discontinued. But what she would do is send me a defender series case in the color that I would like (blue) and would also since they were affiliated she would send me a ********** free series case. To replace the one defective that they no longer make. Also providing me with some future savings. Once she had talked with her supervisor she was told that that would not happen at all. They then had told me that there would be a refund filed which was not what I was initially told. In event I have to go to the store pick up the receipt at which cannot be digitally send then forward to Otterbox. The sad part was in all of this confusion they didn't even see photos of the leaky case that I have. From the beginning of me being their customer I have spent $500.00 to date. I don't want money, I want a WATERPROOF case that I was told they would send because of their affiliation with **********. Now I am being told that nothing will be done until their legal department lets them know. I feel as if the term Customer Service is a thing of the past. Thanks, ***** ****** **

Desired Settlement: I would like them to honor their word and send me a ********** Free series and a blue Otterbox defender series for my ******* ****** * like they had originally said they would do. NO MONEY INVOLVED! I dont think that it should be hard for them to just do what they said they were going to do in the first place.

Business Response: Hello ******,

I am sorry that your phone has broken inside the OtterBox Armor Series. I am also very sorry that we have discontinued that case from our production. It is sad to see a case get removed from the OtterBox Series lineup, but as newer cases for newer phones come out, we must make room for newer product. Since you are still within the one year time frame, there are a couple of options we can do for you under the OtterBox warranty.

The first option is I can offer a replacement case of a different Series for you. This can be for the same device, or a different one. If you know you're getting ready for an upgrade, this can be a great preemptive option to cover your next phone. If you are upgrading and want the waterproof case, I would suggest looking for phone models that can be covered in the Preserver Series. This case has taken the place of the Armor Series as our sleeker and updated version to the OtterBox waterproof line. If you're not upgrading but have a different device that is unprotected, we will be happy to send out an available OtterBox product for that device.

The second option is we can offer you a check refund. This is a check written to your information that you can use or save as you wish. This is your money and you can use it to help pay for a new phone or replacement phone. 

********* and OtterBox are owned by the same company, however we operate as two separate companies. We cannot replace under OtterBox warranty a ********* product, and we cannot replace under ********* warranty an OtterBox product. I do understand that you want a waterproof case and were told by a representative that we could warranty an OtterBox product for a ********* product. Since the companies are handled differently we are unable to cover one-another's products. Our warranty covers manufacturing defects to Otterbox products and since the manufacturing of the two companies is different, ********* is unable to send a product covering OtterBox manufacturing defects. At this time we can only warranty or refund within the OtterBox warranty, and cannot work with *********.

Please let me know how you would like to proceed with your OtterBox product under the current warranty policy.

Sincerest Regards,
*****

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

I am rejecting this response because: The failure of the product cost me basically $250.00 (useless case=99.95 and deductable 150.00 to replace moisture damaged phone) The original agreement was to send me a ********* free series case and a blue defender series case for my S3. I would say that since Otterbox doesn't make my 6 month old case any more that in order to keep a customer still coming back at least fullfill the word of a nrw blue defender series case for my S* and the check for the $99.95 to cover money actually spent on the case. At that point I would just make the 100.00 difference a wash and continue to do business with Otterbox. Lets also remember that your initial claims associate's haven't even asked for photos of the Armor series that is bad but I can take some for you. Right now as of this point I feel taken as a customer please help!

Regards,

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

Business Response: Hello ******,

I am sorry the representative said you could get the ********* Fre as the warranty replacement. As you are aware now, our companies are handled separately at this time and we are unable to ship ********* product under OtterBox warranty. I am happy to replace the OtterBox Defender Series for your ******* S* in the color change to blue. I am also happy to offer the check refund for the Armor Series. I will send you an email asking for pictures of the Defender Series you currently own, as well as a picture of the purchase receipt for the Armor Series. Once I get the pictures for the Defender Series, we will make the color switch and replace that case free of charge in our warranty. Once we get the receipt for the Armor Series, we will create and mail you the physical check.

Sincerest Regards,
*****

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

I am rejecting this response because:*****,
your claims site will only allow one photo and would not let me fill out the form on my phone. I do not have a computer!  I have three other photos that I also replied to the email you had sent me the link to. Just to help out the date of purchase is at the top of the page as 12/20/201* the actual purchase price was $69.99 I had used a gift card I had in the amount of $25.00 which had brought me to $49.89 after gift card and tax. So I would only expect the check refund to be for the $69.99. Please either give me a confirmation either through BBB or gmail upon reciept of all of the necessary photos. For some goofy reason the reciept does not show my name but I do have the **** with the last four of 5399 .

Regards,

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

Business Response: Hello ******,

I can see in your warranty claim that we have received the pictures for your warranty and the receipt for the check refund. I can also see the check refund has been submit to our finance team. The warranty order is set at Approved which means we will get the warranty resolved very soon. The check refund is also set to Approved, which means finance is writing the check and should get that in the mail shortly.

Please let me know if you have any further questions.

Sincerest Regards,
*****

Consumer Response: The consumer indicated via telephone that the promised refund had not been received from the business within the timeframe noted.

Business Response: Hello ******,

I am sorry that you haven't received your check refund yet. The process does take 4-6 business weeks to arrive. From the time the refund was submit it appears it's coming to the end of week three. Please allow for the additional time for it to arrive. If you do not receive it in the next few weeks, please feel free to reach back out to us.

Thank you,
*****

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

I am rejecting this response because: My trust in your company is extremely starting to fade more so now. Let me see we started this about a month and a half ago and still no resolution. Just recieved an email stating my refund has been processed and that it is only for $44.99 really! The reciept clearly states that the case was $69.99 I had also used a gift card that was $25.00. Why or who at your company is not able to see that. There is no reason that a dispute of this caliber should take this long to fix. What is sad is that my wife's case during this time has a broken belt clip and rubber no longer stays on it. Your company is dramatically failing to fullfill it's obligations to take care of your customers at least in a timely manner. Let me remind you that this has cost me $150.00 for your failed case. All I am asking is that like I said before the blue brand new Otterbox defender series case for my phone and a check for $69.99 no less! I shouldn't have to wait this long it is very unacceptable.  I can't believe that your company does this to their customer's. What I would like now is not only your obligations to be fulfilled but tracking numbers for the fulfillment by the end of this week. Shouldn't be to much to ask for considering the ongoing issues your company is constantly failing on. If you would you can call me as well my number is on the claim as well as the gmail account. Very discouraging! 

Regards,

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

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

To whom it may concern,
        This particular claim has not been taken seriously at all. I mad contact with you office last week and the claim was reopened thankfully. The problem is that the company has made many different clerical errors and held me accountable for their mistakes. It is not fair for me as a consumer to have to wait this long for Otterbox to fullfill the claim. I don't think that I am asking to much for order tracking numbers. The constant customer neglect that this company has shown is down right ridiculous. I should have been taken care of by now. Please help with any insight on this. Especially considering I just this week finally recieved an email about a refund check being processed. I will forward that email to you.

Thanks,
***** ****** **
"How you see your future is much more important than what has happened in the past."- *** ******

 
***** ***** ****** ************************* *** **********************
date: Tue, Jul 8, 2014 at 11:21 PM
subject: Fwd: OtterBox: Refund Approved BBB CLAIM# ******** 

Thanks,
***** ****** **
"How you see your future is much more important than what has happened in the past."- *** ******

---------- Forwarded message ----------
From: "OtterBox" <noreply@orders.otterbox.com>
Date: Jul 7, 2014 8:33 PM
Subject: OtterBox: Refund Approved
*** *************************
Cc: 

Order Number: CHECK REFUND
Order Date: Jul 1, 2014
Incident Number: NA
We've Got Technology Covered OTTERBOX | CUSTOMER SERVICE - 855.688.7269

****** ** — Your refund request has been processed!

Our Otters have approved and finished processing your refund. Please allow 5 to 10 business days for the refund to appear on your card. If you are being refunded via check please allow 7 to 14 days for your check to arrive by mail. Please review the information below carefully — especially the address your refund check will be sent to (if applicable). If you have any questions, please contact customer service and provide them with incident number NA.

Thanks again for choosing OtterBox,

What you're being refunded:
Total: $44.99
Where your refund is being sent:
****** ** ****** **** ****** ***** ********* * ******** ** ***** ****** ******

We've Got Technology Covered
POLICIES | TERMS OF USE | WARRANTY
©2013 Otter Products, LLC. All rights reserved.
The OtterBox name and OtterBox trademarks are the property of Otter Products, LLC, registered
in the U.S. and other countries. All other trademarks are the property of their respective owners.

209 South Meldrum Street, Fort Collins, CO 80521
855.688.7269 (855-OTTRBOX) • otterbox.com

Please add 'noreply@orders.otterbox.com' to your address book to ensure delivery into your email inbox.

********
*** *************************** ***** ****** *************************
date: Tue, Jul 8, 2014 at 11:21 PM
subject: Fwd: OtterBox: Refund Request Created BBB claim#******** 

To whom it may concern, 
        Tgis is the email I recently recieved!

Thanks,
***** ****** **
"How you see your future is much more important than what has happened in the past."- *** ******

   

---------- Forwarded message ----------
From: "OtterBox" <noreply@orders.otterbox.com>
Date: Jul 7, 2014 6:11 PM
Subject: OtterBox: Refund Request Created
*** ************************* *** 

Order Number: CHECK REFUND
Order Date: Jul 1, 2014
Incident Number: NA
We've Got Technology Covered OTTERBOX | CUSTOMER SERVICE - 855.688.7269

****** ** — Your refund request has been created!

Our Otters have begun to process your refund. You will receive a confirmation once your refund has been completed. If you have any questions, please contact customer service and provide them with incident number NA.

Thanks again for choosing OtterBox,


What you're being refunded:
Total: $44.99
Credit card being refunded:
****** ** ****** **** ****** ***** ********* * ******** ** ***** ****** ******

We've Got Technology Covered
POLICIES | TERMS OF USE | WARRANTY
©2013 Otter Products, LLC. All rights reserved.
The OtterBox name and OtterBox trademarks are the property of Otter Products, LLC, registered
in the U.S. and other countries. All other trademarks are the property of their respective owners.

209 South Meldrum Street, Fort Collins, CO 80521
855.688.7269 (855-OTTRBOX) • otterbox.com

Please add 'noreply@orders.otterbox.com' to your address book to ensure delivery into your email inbox.

********

Business Response: Hello ******,

The reason the check refund was not made out for the 69.99 is because on the receipt the ********** gift card was issues and used on the same purchase. Since the gift card was "purchased"/issued then used, this is why we are unable to refund the cost of the gift card. I am sorry that you feel that way about the quality of the product and that we aren't holding up our end of the bargain. The refund was promised for the amount paid for the case, which can't include a gift card issued and used on the same receipt. I am also sorry the check refund does take a while to be received. Unfortunately there is no speeding up the process for a check refund.

Sincerest Regards,
*****

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

I am rejecting this response because: *****,
       The problem arises when your company makes promises that they can't keep. It is none of your companies business how I paid for the case. It was $69.99 for the case and it clearly states that.  Either way the gift card was $25.00 that came out of my wife's pocket as a gift to me. I could have paid with food stamps for all that it matters. If I incurred a cost from my household for your product I should be refunded the total amount. With your illegitimate company making promises and then puts stipulation on it makes me question trust in your company/product.  How does your company or you as a dispute resolution person call that taking care of a customer. This has gone on for way to long honor your promise/obligations. There is no reason that your company is going to short change me on their own shortcomings. Fix the problem they way you and your company has promised and make me go away.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased an Otterbox Commuter case on Friday July 4, 2014. On July 6th, 2014 my brand new ****** ** smart phone slipped from my hand falling about a foot and a half onto a hard wood floor, face up. There is now a crack across my screen. The cost to replace my screen is $200.00. After much research on Otterbox product and speaking with a specialist on the phone, I made this purchase because I thought this case would protect my screen from cracking if dropped. All the adervisting on their website and literature available makes the consumer believe that a foot and a half drop landing on a wood floor would not result in a cracked screen. I feel this advertising is misleading. Had I not been informed of the durability of this case and that my $650.00 device would be "indistructable" as one rep put it to me, I may have chosen a different case to protect my device. I feel the advertising on the web site is false, and if the small drop that my phone took is enough to crack the screen, then I don't belive this type of advertising should be allowed. The badges for parental approval and such is false, I would never allow my child to hold this case as I cant trust the device falling. The video testmionals are false. I contacted the company only to be told they will not honor the repair of my screen but would give me a 10% discount on another case. Well, my case didn't break, but it didn't protect the way it was advertised to do so as well. So now I'm out of luck and left to pay $200.00 to fix my screen after spending $650.00 on my new phone two months ago and $45.00 on this case based on false pretenses.

Desired Settlement: I would like the $200.00 cost of my phone screen repair to be compenstated by Otter Products.

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

I am sorry to hear that your phone screen has cracked while inside the OtterBox Commuter case. As the representative and manager you spoke with over the phone told you, we are unable to cover devices under our warranty. Our warranty is designed to replace OtterBox manufactured products when they have manufacturing defects and become damaged. Since we don't manufacture the device, we are unable to replace, reimburse, or refund any costs associated with the device. At the time of purchase, our warranty was stated in the booklet found inside the packaging, and could also be found on our website. If you would like to read our warranty in full, please see the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

We do use terms like drop resistant and dust resistant in our advertising and on our packaging, and we are able to use this wording since we have passed industry standards for what constitutes drop and dust resistant. While we do use these words and we have passed industry standards for protection, there can be accidents where a phone and case break. These instances are rare, and in your case where the phone broke but the case is just fine is even more rare. Despite the rarity of the situation, we are unable to replace, reimburse or refund.

What I can do for you is offer a refund for the case. What I will need for the refund is the purchase receipt. The receipt must show price of product, product purchased, date of purchase and place of purchase. Once I have that information I will be able to move forward with your refund of the OtterBox product.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: original phone case I purchased phone got damaged and had to spend $150+ on a new phone due to water so I send it in for a warranty replacement. the case was on backorder they sent a different case I waited a month for the new case they sent me when I speak to people over the phone echoes back at them and when I try to hear them it's hard to hear and really gurgle so they sent me a new one and the same problem so now they are sending me another New one this will be the fourth kids now that I have they are going to try a different color which doesn't make sense to me

Desired Settlement: either make the phone case correctly or take it off the market and also to reimburse me my money but I have to spend on a new phone ****** s 4 for sprint and also refund my money for the case what was 90 dollars

Business Response: Hello ****,

I am sorry that you have so many issues with your LifeProof cases and I am sorry that we even switched colors on you. What I can do is switch back to the same color you had previously. From the sound of the issues you have had, it sounds like isolated issues to the individual cases. The sound quality is one that we do get the most, but a lot of customer's aren't aware that some sound quality is lost in a case that waterproof. However, the sound quality shouldn't be compromised to the point of interference like you have experienced in the past. This is why we are happy to replace those cases under warranty. Please let me know if you would like to move back to your original color and I can get a new one out to you.

Sincerest regards,
*****

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

I am rejecting this response because:
original case that I Had caused water damage to my phone which in your response says the case is waterproof and therefore I had to spend 150 on insurance claim by you sending me another Case I don't see how the problem will be resolved I want two be reimbursed $150 and the issue resolved with the cell phone cases so they work properly
Regards,

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

Business Response: Hello ****,

I am sorry that the first phone you had was water damaged inside our case. Our cases are indeed advertised as water proof. We are able to use this terminology on our packaging and on our website as we have passed industry standards for what constitutes water proof. Under our Limited Product Warranty we happy to replace 100% of our case, however we cannot refund, reimburse, or replace any costs associated with the device. Our product warranty is set forth to replace damage products produced by Lifeproof only. Since we didn't manufacture the device we cannot assist in it's replacement or repair. It does clearly state in our warranty that we cannot cover the device and that our warranty is a limited product warranty. If you would like to read our warranty in full, please see the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

I am truly sorry that your phone was water damaged while inside the case. We do test our cases to be waterproof before sending to their end destination, and we do suggest doing another water test upon it's arrival to your door or upon it's purchase from another vendor. There are care instructions in the booklet that came with your product about how often to check a water seal on the case as well as general maintenance once used under water. Since we cannot aid with the device, this is why we simply sent the replacement case. Please let me know if you have any further questions or concerns.

Thank you,
*****

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

I am rejecting this response because:sorry doesn't solve the problem

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a LIFE PROOF case for my husbands Samsung Galaxy S4 from Verizon Wireless store that did not work as advertised. A couple days after purchasing, we went out of town and used the phone in the hotel pool to take a few pictures. Almost right away, the phone shut off and died. The water came through the "Life Proof" case and damaged my husbands phone. Since we were out of town, we had to wait until Sunday to return to Verizon with the damaged phone. The employee at the store came up with excuses on why the phone died and that I should've called the 800 # to "register" the "Life Proof" case prior to leaving the store when I purchased it. The truth of the matter is, a store employee put the case on (if the store has cameras, you can clearly see that) the phone and NEVER once mentioned a 800 # i had to call to register the case for security of something happening with the case and damaging the phone. If this is a"Life Proof" case, the company should stand behind their product and help the customer out. My husband's phone was newly purchased and we did not have issues with it prior to putting the case on it...

Desired Settlement: I would like to receive my $100.00 deductible from Verizon because the LIFE PROOF product did not work and we had to order a new phone which required us to pay a $100 deductable for something that was advertised as safe and it was not..

Business Response: Hello ******,

I am sorry that your husband's phone was damage inside the case. Under our free of charge warranty I am more than happy to replace that case for you, however we are unable to reimburse, replace, or refund any costs associated with the device. Our product warranty is designed to replace cases that have manufacturing defects, and is limited only to the product we manufacture. Since the device is not manufactured by Lifeproof, we are unable to assist with device replacements or repairs. We do have it stated in our warranty that we do not cover the device. If you would like to read our warranty in full, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do use the words water proof in our advertising and on our packaging. We are able to use this wording as we have passed industry standards for what constitutes water proof. We also test every product that leaves our warehouse to ensure it's waterproof. Before installing on the phone, our instruction manual that came with the case does suggest a second water test. Transport of the product through various climates in a short time span and handling of the product during transport might cause issues with the water proofing of the case. While we do test our cases and we have passed industry standards, the phone can be damaged inside the case. The case is intended to be added protection from what was there previously, i.e. a bare phone, but it's never guaranteed protection. These instances are rare, but despite their rarity the device is still not covered under our Limited Product Warranty.

What I can do for you is offer a refund for the case itself. What I will need for the refund is the itemized receipt. This receipt must show the date of purchase, place of purchase, product purchased and product price. Once I have that receipt I will get the refund started. This does come in the form of a check refund in your name, and often these checks can cover most of the repair to the phone. Please let me know if you have any more questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought lifeproof case last December since I was planning to buy a 5s iphone. As soon as a bought my case I followed the instructions and tried the case putting toilet paper inside and putting it under running water. The paper didn't get wet by then so I assumed the cover was ok. I'm currently at Marco Island in Florida and for the first time I took my phone into the water to take pictures and of course water went in and my phone is completely damaged. I went to the apple store today and they are charging me $285 for fixing it. I f not verizon charges me $600 for a new phone. This case was $90 dollars so it was not cheap at all, I called the company and they are refusing to help me. If I didn,t want to have a reliable case that I could take inside the water and take oictures why buy this so expensive and not a cheaper one. I have no phone at all and I can't pay from my pocket and feel it;s not fair their washing their hands.

Desired Settlement: I want them to send me the money to fix or replace the phone.

Business Response: Hello ******,

I am sorry that your phone has  sustained water damage. The only time we can assist with water damage is if you signed up for our Total Water Protection Program. This program is an additional charge and is only offered through lifeproof.com or Verizon. This is a third party water insurance we offer in addition to the case for instances such as these. Since this program was not purchased we are unable to assist with the water damage to your phone. The reason why we can't cover your device is because we don't manufacture that product. Our Limited Product Warranty is set up to replace damaged cases through manufacturing defects, and we cannot cover products produced by anyone other than Lifeproof. It does clearly state in the Limited Product Warranty that we are not responsible for the device. If you would like to read our warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do use the words shock proof and water proof in our advertising and on our packaging. We are able to use this wording as we have passed the industry standards for what constitutes shock proof and water proof. While we do use this wording and we have passed industry standards, there can be accidents where a device could become damaged inside the case. These instances are rare, but despite their rarity we are still unable to replace the device. Our cases are never guaranteed to protect the product inside, as there are so many variables that play into a case/phone dropping to the ground. 

What I can do for you is replace the case under our warranty. This is a free of charge service and we send a brand new case out to you. If this is something you wish to take advantage of, all I need is your case color and the front & back serial numbers located inside your case. Once I have that information I can then move forward with the warranty replacement.

Sincerest Regards,
*****

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

I am rejecting this response because:

They are stating that they just cover Lifeproof products and
my case is a Lifeproof original brand.


Regards,

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

Business Response: Hello ******,

I do understand that your Lifeproof case is an authentic Lifeproof case, and yes we do replace the only Lifeproof products. I am happy to replace that Lifeproof product free of charge under our Limited Product Warranty. I will simply need the Serial Numbers from the case and case color in order to proceed with the warranty. 

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a LifeProof case for my daughter's iPhone 5 on October 25,2013. My daughter is out of stat, at camp. She contacted me that she dropped her phone in less than a foot of water and the case failed to protect her phone. I contacted LifeProof, spoke with a rep named ***** and explained the situation. ***** told me that they would not replace the device unless I purchased water warranty. I called back, spoke with a rep named ********. She stated the same thing. I explained to her that it did not say on the website that LifeProof would not guarantee their product unless I purchased the warranty. I asked to speak with a supervisor. After being put on hold, ******** came back on the line to tell me a supervisor would tell me the same thing, and they will not get on the line. I asked for a number to the San Diego office, she refused to give me any more information. If LifeProof guarantees all their products and checks each item as it comes off the line, and their biggest selling point is that it's waterproof, then why are they not backing their product and replacing the iphone? I feel it's false advertisement, especially when it does not state that devices would not be covered unless I pay extra for water warranty? I got no satisfaction from them, and I am stuck with a $550 phone and an $80 LifeProof case that are defective because of LifeProof. I want LifeProof to prove they back their product by replacing the iPhone 5, like they should since their product was defective.

Desired Settlement: I want LifeProof to replace the device (iphone5). The phone and case are less than a year old, and I paid over $650 for the phone and case combined. Now I'm out a phone and I have a defective case!

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

I am sorry that your daughter's phone has been dropped in water and has now sustained water damaged. Under our warranty we are only able to replace the case that we manufacture, and we are unable to replace, reimburse, or refund any costs associated with the device. Our Warranty is designed to replace cases with manufacturing defects, and is limited to the product we manufacture. Since we don't manufacture the device, we are unable to do anything for that product. We do state in the Limited Product Warranty that we are not responsible for the device. Please see the link below for our full Limited Product Warranty. The cases are added protection to a device, however we can never guarantee a device will never get damaged. We do state our cases are water proof, and we are able to state this since we passed the industry standards of a water proof case. However, there can be accidents where a phone could become damaged while inside the case. These instances are very rare, but despite being rare we are unable to assist with device replacements. 

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

What I can do for you is replace the case under our free of charge warranty. What I will need to replace the case is the case color and the Serial Numbers from the case. Once I have that information I will be able to proceed with the warranty.

Sincerest Regards,
*****

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

I am rejecting this response because:

Your company sells it's product on the promise that it's waterproof. Also, you state that you test every item that comes off the line. If that is true, I would not be out $600 for a phone, that I may add took me a long time to save for.

I purchased two phone cases at the same time. I've already had one of the phone cases replaced because of a defect, and now I'm out a phone.

Replacing the phone case will do me no good since I don't have a phone now!

I really wouldn't push for your multi billion dollar company to replace my $600 phone had I not relied on your product to stand up to what you promised it did.

Faulty item = me out of money I don't have to replace my phone!

May I add that now I'm paying a monthly phone bill for a phone I don't have because of your product!

Your website does not tell me that I need to purchase the warranty in order for you to replace my device. There is no warning that states that I am purchasing your item without a warranty either.

Out of the five people I spoke with at your company, none of them could direct me to where it states that!

I would like to be compensated for the loss of my 8 month old phone AND a refund on the two cases I purchased for the phone!

Regards,

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

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

I do understand the frustration of having a damaged phone, and having to pay a monthly bill while the phone is damaged. However, I still cannot refund, reimburse or refund any costs associated with the device. We don't manufacture that device so our warranty does not cover that product. This is why we offer the Total Water Protection Program (TWPP) in addition to the purchase of your Lifeproof product through Verizon purchases and lifeproof.com orders. During a purchase of your case on lifeproof.com there is no warning that states you are purchasing a product without the Total Water Protection Program insurance. However, it does show as "add optional accessories" right above the add to cart button. It is the blue shield with the three water drops. I am sorry that no one told you to purchase that additional insurance, but we do what we can to bring it to your attention as an additional optional accessory. If it was purchased through Verizon, the product automatically has the TWPP added into the price point. The case would have also come with instruction and a card with your registration code.

You stated that you wanted a refund for the two cases you purchased. If the cases were purchased through us at lifeproof.com I am happy to refund both the products through our Return Merchandise Authorization (RMA) system. This means we need both products back before I am able to offer the refunds. This will be for the full product price and taxes associated with the products. I was unable to find your information in our systems under your name, so in order to move forward with the RMA I will need your original order number. If the products were purchased at a 3rd party vendor, I would suggest going back to them for a refund. It was quicker process for getting your refund.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an iphone 5c for my son and with that purchased a lifeproof case for the phone, within 10 days of having the phone the whole screen for the iphone shattered while the case was on. The phone cost $549.99 and the case cost $80. Insurance for phone cost $6.99 monthly plus additional $200 deductible, which I did not purchase because the lifeproof case is waterproof, dirt proof, snow proof and shock proof. Apparently that is not correct as the phone screen shattered when dropped while in case. The apple store will fix screen for $289. I think Life proof should be responsible for cost of phone as the product did not protect my phone as it clearly indicates. I spoke with Megan from lifeproof, on 7/3. The best she would to was return my case for the $80 however, we would then be out of a protective cover and still have a broken phoneI would appreciate any help that we can receivethank-you **** **********

Desired Settlement: I would like refund for product as well as now the cost of fixing the phone.

Business Response: Hello ****,

I am sorry to hear that your son's phone screen shattered while inside the case. As the representative explained over the phone, we are not able to replace, reimburse or refund any costs associated with the device under our product warranty. Our Limited Product Warranty is designed to replace cases that might have manufacturing defects and is limited to the product that we manufacture. Since we don't manufacture the device we are unable to cover that product under warranty. I am sorry that you were under the impression that our warranty would replace the device, but it does say in our warranty online that we are not responsible for devices. Please see the link below for more details. 

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do use the words shock proof on our packaging and in our advertising. We are able to do this as we have passed industry standards for what constitutes shock proof. I am sorry that your device was damaged, but it is a rare occurrence when a phone breaks and the case breaks with it. It's even more rare when the phone breaks and the case is just fine. All of our cases are added protection and as much as we would love to guarantee the device from breaking, this is something we are unable to do. We do advertise the case to be added protection from what was there previously, i.e. a bare phone. 

Since the representative offered the refund I am happy to honor this if this case was purchased within the last year, as well as replace the case free of charge under our limited product warranty. In order to replace the case under our warranty I will simply need the serial numbers from inside the case and the case color. Once I have that information I can then send out the new product. In order to get the refund I will need the original itemized receipt or a re-printed copy of the itemized receipt. This receipt must show the date of purchase, place of purchase, product purchased, and price of that product. Once I have that information I will then be able to get a check refund order made out and sent to you.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a brand new Iphone 5C in April 2014 online through Tmobile and at the same time purchased a brand new APPLE LIFEPROOF NUUD IPHONE 5C WHITE/CLEAR case from a seller of these cases on ebay. We purchased through this vendor as when we purchased our first case through Lifeproof directly in/around December 2013 the processing and shipping times took a very long time as well did responses from customer service. We needed the case quickly as our phone was due to arrive and we didn't want to risk any damage. The case arrived in a sealed LifeProof box and it was brand new. We then performed the water test as instructed by LifeProof. There was no leakage. We placed the case on the phone and felt our $500.00 investment was protected. This past Monday 6/16/2014 unfortunately the phone fell into a 4 inch puddle of water while at the beach and was taken out immediately (within seconds). We were very happy we had our case on until the phone shut off and never came back on. We removed the case and the phone had gotten completely wet inside. We had followed all the directions and keep the phone away from water and yet when an accident finally happened, LifeProof did not protect our phone! As a side note, this case had not been taken off the phone at all since being placed on it. LifeProof advertises that your phone is safe in up to 6 feet of water. They are misleading the public about the effectiveness and quality of these cases and then refuse to back up their claims when damage happens. Instead they use a way out by stating they are not responsible to damage to your electronics. So you produce a product that states it does something and when it doesn't you have no responsibility? They have videos showing people shooting pictures underwater with their cases on their phones. It's part of their marketing and advertising campaign! We were told when we took it in to get it fixed that they see people coming in with dead phones from failed LifeProof cases all the time. I understand this is hearsay but read the reviews online and you can see countless people have been in this same situation we now find ourselves in. These are expensive devices they are claiming to protect. How is this allowed?! Additionally, we weren't aware that you can buy a warranty plan for the phone now for an additional 10.00 when you purchase their case directly from their website. Sure you still have to send them your phone and 50.00 more dollars to fix it or give you another phone. I'm sure they are selling the phones you send in broken for parts or trading them in at Apple as we now have to do. So now they make 60.00 more from you for the plan and the fee when the phone breaks. Seriously?! Obviously there was need enough for this plan because devices are breaking in their product. What a gimmick. I just feel this is extremely false advertising and then to not back up your product and help people when your case fails is unacceptable. We have submitted a warranty claim for the case (they will only send you a new case) . They know there are problems with their cases as they are sending us another new case. Our order confirmation for case replacement is 0013487564. When we submitted the request for a case replacement under warranty we stated our phone was likely ruined due to their case being faulty and allowing water inside and there was no response about it. It's just unacceptable that they are allowed to sell these faulty cases to the public with no repercussions when they fail.

Desired Settlement: I would like for them in good faith to reimburse us for the cost of our dead brand new Iphone 5c or at least for the cost of the 269.00 Iphone 5C replacement (refurbished phone) we will now have to go to Apple and purchase.

Business Response: Hello ****,

I am sorry to hear that your phone has sustained water damage while inside the case. As you said, we do advertise our cases to be waterproof for 6.6 feet up to 30 minutes. Since we passed industry standards for waterproof, we are able to use and advertise our cases as such. There are a lot of variables on why a phone case may leak and cause the phone to break. Since there are many variables, under our product warranty we are unable to replace, reimburse or refund any costs associated with the device. It does say in our Limited Product Warranty that we are not responsible for the device. The Limited Product Warranty does state what we do and do not cover, and can be found in the handbook that came with your case, it is also mentioned on the outside of the box, and lastly can be found on our website. If you would like to read the warranty in its entirety, please click on the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do offer the Total Water Protection Program (TWPP) as an additional precautionary insurance. Since no case is ever 100% guaranteed to protect a phone, we do offer this 3rd party insurance for extra coverage. Since the product did fail what I am able to do is replace it for free under our warranty. All I need to replace the case under warranty is the Product Serial number as well as the case color. Once I have that information I can move forward with a warranty.

Sincerest Regards,
*****

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

I am rejecting this response because: If they had read my complaint in its' entirety instead of supplying their standard business response they would have seen that they are already sending us a case replacement. I provided that order number in my complaint. It has already been shipped to us! A new case does not help as we do not have a phone. Furthermore we don't have the protection plan and are well aware of their warranty which allows them a legal loophole and a denial of any responsibility. I also stated this in my long complaint. This business clearly does not want to do right by consumers and I will continue to spread the word about their terrible business practices with regards to false advertising and the idea that their cases will fail and they won't do anything for the consumer except offer them a plan to pay even more money due to the failure of their product!

What a shame and what a sham!
 
Regards,

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

Business Response: Hello ****,

I can see the order was placed in part because there wasn't a description about the broken device. We were under the assumption that it was simply a warranty order for the broken case. I am sorry your device was damaged in the case, but as stated in our warranty and as I explained in the last email, I am unable to replace, reimburse, or refund any costs associated with the device. Our cases are added protection, but we can never guarantee a device won't break inside a case. While a case is smart for the added protection, it shouldn't be a replacement for insurance on phone. The only other option I can offer is a refund on the case itself. What I will need is the purchase receipt so that we can physically mail you a check in the amount that you paid. Since that check will be made out to you, the funds can be used it the aid of repair or replacement of the device. If you wish to move forward with the refund, please attach a receipt and I can get that refund moving forward.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

As per your request I have attached the payment receipt in the amount of 54.99 for the Lifeproof NUUD case we purchased from ebay on 4/18/2014. This includes our shipping address and payment details for the Brand New NUUD case that we purchased. Please confirm receipt of this information and advise on mailing date of the check?

Regards,

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

Consumer Response: Contacted this business through BBB previously and was told they would be sending a refund check for the cost of our lifeproof case that failed on our phone after only 1 month of use. After they got me to agree to their offer and close the BBB case they have now never responded and never sent a refund check as promised. This company is not acting or selling their product in good faith. See my response from them through the BBB case as posted below.Previous BBB complaint ******** Hello ****, "I can see the order was placed in part because there wasn't a description about the broken device. We were under the assumption that it was simply a warranty order for the broken case. I am sorry your device was damaged in the case, but as stated in our warranty and as I explained in the last email, I am unable to replace, reimburse, or refund any costs associated with the device. Our cases are added protection, but we can never guarantee a device won't break inside a case. While a case is smart for the added protection, it shouldn't be a replacement for insurance on phone. The only other option I can offer is a refund on the case itself. What I will need is the purchase receipt so that we can physically mail you a check in the amount that you paid. Since that check will be made out to you, the funds can be used it the aid of repair or replacement of the device. If you wish to move forward with the refund, please attach a receipt and I can get that refund moving forward." Sincerest Regards, ***** I in turn posted a copy of the receipt to your BBB website and then proceeded to forward it on to them no less than 6 times through their customer service email address and received no response.

I would like this business to be held accountable for their actions. If you say you are going to issue someone a refund for the cost of the case as ***** stated above, you do so. You don't get them to close out the BBB case and then never respond again. That is not acceptable.

Business Response: Hello ****,

Thank you for reaching back out to me about your refund. First let me apologize that the refund was never placed when the picture of the receipt came through. After sending an email to you asking for the picture of the receipt, there were specific instructions to alert a manager to process the refund.

Second, when you called in to check the status of your refund, I was notified directly since you and I had been corresponding and per the email I sent you. It was at that time we found out the refund order hadn't been placed. I have personally placed the order refund for you, as well as set up a coaching opportunity for the representative that didn't forward the refund order to a manager. 

Here is the refund order number: **********. I am sincerely sorry that your check refund was not put in at the time you submit the receipt. Please let me know if I can answer any more questions.

Sincerest Regards,
*****

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

I am rejecting this response because:

As soon as the check actually arrives I will close out the complaint.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I dropped my phone which was sealed in the LifeProof case into about 2 feet of water and immediately grabbed it. It made a popping noise and would not turn on. The phone is ruined because apparently water got inside. I filed a complaint on their website and then spoke with walter and Kelsie in customer service. I am told that only the case is warranteed, not the phone inside the case against water or breakage. Why would I have bought the case if it could not protect the phone it is made to protect. So they basically told me I am out of luck. THey offered to send me a new case but I have no phone and it is apparently a useless case.

Desired Settlement: I would like LifeProof to pay for the deductible ($150) of a replacement phone through Sprint since the case did not do it's job to protect my phone. The warranty is supposed to protect the phone from water or breakage and it did neither.

Business Response: Hello *****,

I am sorry to hear that your phone has been water damaged while inside the case. Under warranty we are more than happy to replace the case for you 100%, however we don't manufacture the device so we are unable to replace that device. Our Limited Product Warranty is set up to replace damaged cases through manufacturing defects, and we cannot cover products produced by anyone other than Lifeproof. Since we didn't manufacture your phone, we are unable to replace, reimburse or refund any costs associated with the device under our product warranty. It does clearly state in the Limited Product Warranty that we are not responsible for the device. If you would like to read our warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do use the words water proof in our advertising and on our packaging. Since we have passed industry standards for what constitutes water proof, we are able to use these words in our advertising, packaging and retail purposes. Our cases have been water tested before they are sent to you to make sure they pass those industry standards. We do suggest doing another water test on the product once you receive it to make sure the case is still water proof after transportation and handling to you. While we do use this wording water proof and do give the recommended depth and time the case should last, the case is still not a guaranteed protective product. All cases are added protection from what was there previously, i.e. a bare phone. Unfortunately we are physically unable to guarantee a device will never break inside the case, and this is why it is added protection and not guaranteed protection. However, when a phone or tablet breaks inside one of our cases it is a rare occurrence. Despite their rarity we are still unable to assist in a warranty replacement of the device.

What I can do for you is replace your case free of charge under warranty. All I need to replace the case under our warranty is the case color and case serial numbers. Once I have that information I will then be able to move forward with the replacement product.

Sincerest Regards,
*****

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

I am rejecting this response because: The case is designed to protect the phone and even notes on the box, "WATERPROOF...fully submersible to 6.6 ft".   Obviously this is a false claim because I dropped it in about 2 feet of water and water seeped in and fried the phone.  It also states, "EVERY CASE is water tested".  If this was the case, it wouldn't have leaked water in and fried my phone.  

I reject this offer because 1. I would not depend on this case to protect my phone and 2. I do not have a phone now because mine is dead.  A case would be useless.  I want to be re-reimbursed for my phone that was destroyed due to this faulty case. 

Regards,

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

Business Response: Hello *****,

Again I am sorry that the phone was water damaged inside the case. We do water test each case, however during transport or product handling in stores the water seal can be compromised. This is why we do suggest another water test. It is rare when this happens, but I still cannot replace, refund, or reimburse any costs associated with the device.

What I can do for you is offer a refund for the Lifeproof case itself if it was purchased within the last year. What I will need to honor the refund is the original purchase receipt. This receipt must be itemized showing place of purchase, date of purchase, product purchased and product price. Once I have that information I will get the refund set up. This refund comes to you in the form of a check with your name on it. From the time I receive the receipt picture to the time you receive the check in the mail, please allow 4-6 weeks.

Thank you,
*****

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

I am rejecting this response because: He at LifeProof told me to mail reciept but does not say where to mail it.  ??? Any ideas?

Regards,

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

Business Response: Hello *****, 

You can actually attach the receipt to your claim here. If that is something you don't wish to do, I will send you an email from our Customer Service systems where you can attach the receipt there. Either one works for us and as soon as we have your receipt we will process the refund.

Sincerest 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 have attached a photo of the receipt.  you will see my husbands name on the receipt, this is because we are both on the same Sprint cell phone account.  

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I dropped my phone while I was out walking. Nothing untoward appeared to have happened upon picking it back up. Upon trying to use my IPhone 5s camera however, I found that neither the front or rear camera was working at all. There was only a black screen

Desired Settlement: I would like to have my damaged phone repaired free of cost, as this product claims to protect from these sort of incidents

Business Response: *****,

Thank you for contacting us regarding this matter. I am very sorry to hear about the damage to your device, I understand this can be a frustrating situation. Our cases are designed to add increased protection for the device they house however with so many variables involved when a device is dropped we are not able to guarantee that a device will go unharmed in every situation. We warranty all of the products that we manufacture, so the case can be replaced under the warranty. We are not able to warranty any products that we do not manufacture so we are not able to cover your phone under our warranty. I would recommend contacting Apple to see if they are able to offer warranty coverage on the product that they manufacture. Please let me know if you would like to proceed with having your case replaced under warranty. 

*****

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughter bought a Lifeproof phone case for her new iPhone 5. The case was faulty and leaked water into her phone destroying it. The company shows a video of people using the case underwater and advertises it being safe at 6 feet 6 inches under water for up to one hour. My daughter was not that deep and was not in the water that long. There are other similar complaints on the company's facebook page. A loss of this size is huge in the budget of a 19 year old.

Desired Settlement: I believe this company owes us a replacement of the phone as the advertising is blatantly untrue.

Business Response: Hello ****,

I am sorry that your daughter's phone has sustained water damage while inside the case. Under our warranty we do cover our cases 100%, but it is limited to the Lifeproof product only. The reason our warranty cannot cover your device is because we don't manufacture that product. The Limited Product Warranty is set up to replace damaged cases, and we cannot cover products produced by anyone other than Lifeproof. It does state in our warranty that we are not responsible for the device. If you would like to read the warranty in it's entirety, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do use the words water proof in our advertising and on our packaging. We are able to market our cases this way as we have passed industry standards for what constitutes water proof. While we have passed industry standards and use the words water proof, there can be accidents were a device could be damaged while inside the case. These instances are rare and I'm sorry it's happened to you, but we still can't cover a device under our Limited Product Warranty.

What I can do is send you a warranty replacement. This is a free of charge service and I would send you a brand new replacement case. All I would need is the case color and serial numbers found inside the case. Once I have that information I will then be able to move forward with your warranty replacement. The second option where I am able to help is offer a refund for the case. I was not able to find an order through us by your information, so what I will need is either an order number if purchased through us, or if it was purchased through another vendor I will need the purchase receipt. The purchase receipt is required for us to create and mail a check refund. Once I have the receipt I will then be able to move forward with a check refund instead of the warranty replacement.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Otterbox...guaruntee to not let your device break if it does drop or fall. My sons ******* dropped and shattered while in the Otterbox. I contacted the company and they said that the product is not guarnteed to protect the product while in fact they advertise that they do. They also told me that there is nothing that they can do about it. They did not even offer to replace the otterbox. I am very displeased with this company and will never purchase a product from them again!!

Desired Settlement: I want them to replace my sons phone as their product was not effective and did not protect the phone!!!!

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

I am sorry to hear that your son's ****** fell and broke while inside the OtterBox case. Our cases are added protection, however they are never guaranteed. There are so many variables as to why a phone may break, and because of this we are unable to cover the device. Our warranty is designed to replace cases that have manufacturing defects, but it is limited to the case OtterBox produces. At the time of purchase, there was a booklet with your product that does state the warranty. Our warranty is also posted on our website, and in the full legal version of the warranty we do state that we are not responsible for the device, or any product manufactured by anyone other that OtterBox. If you would like to read the full warranty, please see the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Our cases do add protection from what was there previously, i.e. the phone by itself. It is extremely rare that a phone and case break together, and it's even more rare that a phone breaks and the case doesn't break with it. Despite the rarity of these occurrences, we still cannot cover the device under warranty. What I can do for you is offer a free of charge warranty. All I need from you in order to replace the case under that free of charge warranty is one picture showing the case and any damages associated with the case. Once I have that information I can move forward with the warranty replacement.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a case from Life proof with the belief that it would protect my iphone 5s from water as it clearly states on the package. on july 1st i had the phone in my pocket and sat in a baby pool and immediately got up to take my phone that was supposed to be protected by the case out of my pocket. it was too late. water had gotten in through the protector that is supposed to protect the main button. it became weak, loosened and water set in. my phone does not turn on and is completely broken. i was misled. i thought it would protect my phone. they should not advertise as they say. they should state that "it can be waterproof" i was a victime of false advertisement and they should be held liable.

Desired Settlement: i would like my iphone 5s to be replaced. i financed it from my carrier in november and i am only on payemtn of 7 of 24. i still have to pay it back as per agreement and i have no phone!!!

Business Response: Hello ******,

I am sorry to hear that your phone was water damaged while inside the Lifeproof case. Under our warranty I am more than happy to replace the case, but I am not able to replace, reimburse or refund any costs associated with the phone. Our warranty is set up to replace manufacture defective cases only, and we cannot warranty products manufactured by any one other than Lifeproof. The warranty does state that we are not responsible for the device. Our warranty can be found in the booklet that came with your case as well as on our website. If you wish to read our warranty in full, please click see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Our cases and advertising do use the words water proof. We are able to use this verbage as we have passed the industry standards of what constitutes water proof. While we do advertise this wording and water test your case before it leaves the warehouse, accidents can happen and a device could be damaged while inside the case. These instances are rare, but despite the rarity of the situation we are not able to replace, reimburse, or refund any costs associated with the phone.

What I can do is offer a check refund for the case purchased. What I will need in order to process a check refund is the original or reprinted copy of the itemized receipt. The receipt must show when and where the case was purchased, as well as the price of the product and product purchased. If you could send me the purchase receipt, I can then move forward with the check refund.

Sincerest Regards,
*****

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

I am rejecting this response because: i still feel i was misled into thinking that my phone would be protected. the protective material is very poorly made and that is why the product fails and they offer to replace. Of course they wil not cover the phone because if they did that they would probably be bankrupt as much as these cases fail. i do not think it is fair to sell this product and make the consumer think the phones are safe. its a huge dissapointment. i have 2 small children and im left without a phone and have no means of buying a new one. i would greatly appreciate a replacement phone. they should stand by their products. a replacement would do me absolutely no good without a working phone. its almost an insult. 

Regards,

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

Business Response: Hello ******,

I am sorry that you feel you were misled by the product packaging and advertisement. It was never our intent to give you the impression that the product was guaranteed to protect the case. Our cases do add protection and that is how we market the case. I am sorry that you are unable to replace the phone or pay an insurance deductible. As I stated in the previous email, I would like to offer a refund for the case itself. This is something we typically don't do as the case wasn't purchased directly from us. However given your circumstances I want to help as much as possible. The refund is the best offer I can give. If you would like the refund of the case, please provide me with an original itemized receipt or a re-printed itemized receipt. Once I have that information I can get a check in the mail and on it's way to you.

Thank you,
*****

Consumer Response: I am still not satisfied w my outcome- the package says survives spills, splashes and full submersion... it did not.. how can they say one thing but not responsible for their product. it failed me and im left with nothing. they should be help responsible and i will seek legal action. i want to relay this to them but it doesnt let me respond back to thier last message. they have not returned my call. i spoke to a man named walter on thursday.

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

I am rejecting this response because: that is incorrect. You market the case as waterproof and that it can survive submersion. It did not! You should clearly make what you're saying appear on package or have best buy for instance tell you that and give a warning. But then again I guess your product would not sell. At best buy they have a fish bowl on display with an "iPhone" in a life proof case. The whole thing is misleading. It's false advertisement. Offering me a refund is not gonna make my problem go away. I need for your company to reimburse for me my phone. It's not right to put people's money in jeopardy for your profit. I know it's why the company offers to replace the cases. These cases are defective. They all are. I in fact owned a iPhone 4 life proof case and upon purchase went home and it failed the water test. . I took it back and got a new one. You claim as it leaves the warehouse they are tested. It's all false. Please replace my phone! I should have known then to not buy again.mplease replace it

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased LifeProof cover for my Iphone 5c cellphone 02/15/2014. Verizon store in Lincoln was selling the product. Was told by Verizon rep of warranty for damages due to water, breakage to phone. Dropped phone out of pocket, shattered corner of screen. I tried to file claim with LifeProof on line, it would not submit. Called LifeProof spoke with ****** (sp) filed warranty claim. Told ****** about damage, also some possible water damage to phone after the shattered screen. Had to call LifeProof again to get the shipping label that they never sent out to me. Called them a total of three times just to get the warranty claim submitted. Sent in proof of purchase and phone to LifeProof. Was told would receive an email or phone call verifying receipt of phone and what they found out regarding damages. Never rec'd an email or phone call. I had to call them and was told damages due to dropped phone are not covered under warranty. LifeProof's website advertises covers are waterproof, dirt proof, snow proof, and shock proof up to 6.6ft drops. Website and box states LifeProof cases are built to exceed stringent Military Specifications for drop protection. Per ******, no drop damages are covered by warranty, even though they advertise the cover to be "drop proof for up to 6.6ft drops" My phone fell approx. 3ft from my jacket pocket to the ground. Explained to LifeProof, Verizon was selling their product and instructing customers with the wrong warranty information. I returned to Verizon to talk to them about my phone 06/25/14 and witnessed another customer rep selling a LifeProof cover to a customer and saying the exact same thing regarding warranty for all damages. I interrupted and explained this is not correct. Verizon had no idea the warranty only covered water damage. LifeProof did not care or has not made any attempt to educate Verizon on their product warranty. On Thursday, 06/25/14 my mother called ****** and spoke with her about the warranty. Also I was told my phone had been mailed back to me back on 06/12/14 and when my mom asked ****** where my phone was she was told it was getting mailed out on that Thursday, 06/25/14, then Shalaya backed tracked and said that could be wrong, it might have been sent out on the 12th. As of today 06/30/14 I have rec'd my phone back per UPS. When my mom mentioned to ****** about contacting the BBB, she immediately said she would have to disconnect the call and expedite a refund to me. ****** was very rude and constantly interrupted my mom when she was trying to talk and ask questions. I have not rec'd a refund for anything from them but instead have received a new case (only after my mom called and complained to them) for a phone that does not work. Their reasoning for a replacement was I obviously got a defective cover. I feel they need to cover my phone since they advertise the cover as "shock proof Just drop it!" Their advertisement actually says "Just drop it!" They advertise this and then don't warranty the damage the drop causes. Also they verbally admitted the cover was defective which damaged a $500 iPhone which now does not work and will have to be replaced. I will have to replace my phone with no contract for around $500. 06/30/14 my mom spoke to PJ of LifeProof, he is not sure what kind of refund ****** is offering me. He has agreed to look into the refund. If I receive a refund from them I will return the new LifeProof case they sent me.

Desired Settlement: I want my iPhone 5c replaced. LifeProof advertises their case is "shock proof" and lets the vendors selling their product instruct customers incorrectly on their warranty. Their defective cover was not shock proof. My iPhone screen was shattered and then sustained water damage.

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

I am sorry that your phone has been shattered and then sustained water damage. As the representative you spoke with told you, we don't cover shock damage to your device. The reason why we can't cover your device is because we don't manufacture that product. Our Limited Product Warranty is set up to replace damaged cases through manufacturing defects, and we cannot cover products produced by anyone other than Lifeproof. It does clearly state in the Limited Product Warranty that we are not responsible for the device. If you would like to read our warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do use the words shock proof and water proof in our advertising and on our packaging. We are able to use this wording as we have passed the industry standards for what constitutes shock proof and water proof. While we do use this wording and we have passed industry standards, there can be accidents where a device could become damaged inside the device. These instances are rare, but despite their rarity we are still unable to replace the device. Our cases are never guaranteed to protect the product inside as there are so many variables that play into a case/phone dropping to the ground. 

You did speak about us covering water damage to a phone. We do provide additional insurance for the product called the Total Water Protection Program (TWPP). This is additional water only insurance, and the insurance from your carrier is there for drops and falls. I know we have sent you the new case, and if you want to keep that product you are more than welcome to keep it. You also mentioned a refund of the Lifeproof product. Since Verizon is an authorized reseller, I am able to honor this refund. However, when I go to your claim that the representative set up, I don't have that receipt. I will send you an email stating what I will need for the receipt, and more information regarding your refund. Once I have that receipt I will move forward with the refund of the Lifeproof product.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have emailed and called customer service and never hear back or the phone is not answered. I have filed a complaint already and heard back from them. I was told they would be in touch to put a TWPP transfer on phone case and never heard anything after that. I have a new case and would like the TWPP to be transferred to it.

Desired Settlement: I would like a phone call or email so I can transfer the TWPP and talk to someone. One of the managers would be best if possible. I do expect someone to contact me back via email or phone call. The last time they never emailed back. Thank you (:

Business Response: Hello ******,

I have personally sent your information to our Total Water Protection Program (TWPP) team for them to edit the account and switch the old serial numbers for the new serial numbers of the warranty replacement. I am sorry that you haven't heard anything from our TWPP team. I will reach out to them and make sure they have switched out the serial numbers. If you haven't heard from them or me, that means the serial numbers have successfully be switched. If I need more information, or our TWPP team needs more information we will reach out to you directly.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased three weeks ago from a Sprint Store in Columbus, OHIO the blue life proof case for the iPhone 5s. I put on the case, and told the rep that the case felt as if it had a "bump" on the cover part of the screen. He told me that I needed to contact life proof, since he sold it to me, and could not return it since it was defective. I then called life proof, three different occasions, to get a replacement blue, iPhone 5s case sent to me, so I can be on my way and be happy customer, but each time, I am on hold for 45 minutes, and then, when someone comes on the phone, I am told to resort online, and that they can't help me. Well then, I was told that I would receive a case in 3 business days, and well, that never came, and there's nothing in Life Proofs system, that I have even called. For wanting to become a reputable business, I would think that this is not the way you would want to treat your customers and consumers.

Desired Settlement: Send a replacement blue iPhone 5s life proof case. Simple as that, and over night. I am doing going thru all these hoops, from having a product that was sold to me defectively, and neither company want's to replace it.

Business Response: Hello *****,

I am sorry that you have been having some issues with getting your warranty order placed. I have created a warranty claim through our customer service systems, and asked you for a photo of the case, and the serial numbers from your case. Once I have that information in your warranty claim I will move forward with the warranty order. 

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new LifeProof nüüd Apple iPad Case from LifeProof. I tried to register the water warranty I purchased with it, but they did not include all of the paperwork in the case. I am unable to register the warranty. I am also unable to contact them. They do not return messages and they only gave me 10 days to register it. My eyesight is failing and to continually try to see the extremely small serial numbers is a real burden.

Desired Settlement: I want them to look up the serial numbers and register the case ofr me. They obviously keep recoprd of the cases they sell and the serial numberls of those cases. They I wish to have an email confirnation that they hacve done so.

Business Response: Hello ******,

I am sorry that you have been having issues with the registration of your Total Water Protection Program (TWPP). I do have access to your TWPP registration code, which will aid in me helping you with your registration. The only things I need from you is a screen shot of your Phone ID, which can be found in the Device Settings, and the case Serial Numbers. I know you said you can't read the serial numbers and asked for us to look them up. Unfortunately I am unable to look up the serial numbers as we don't scan or register the serial numbers with individual purchases. In other words, we have no idea what serial numbers are inside your specific case.

If you are not sure how to get the screen shot and can't read the serial numbers, I would suggest having a friend, family member or neighbor help. Another alternative is stopping by a local technology based store such as RadioShack, Best Buy, or any cell phone carrier. There they can assist with a screen shot and perhaps even reading your serial numbers. I will send an additional email asking for the serial numbers and screen shot of the Phone ID. Without this information I am unable to assist with the TWPP registration.

Thank you,
*****

Business Response: Hello ******,

I am sorry that you have been having issues with the registration of your Total Water Protection Program (TWPP). I do have access to your TWPP registration code, which will aid in me helping you with your registration. The only things I need from you is a screen shot of your Phone ID, which can be found in the Device Settings, and the case Serial Numbers. I know you said you can't read the serial numbers and asked for us to look them up. Unfortunately I am unable to look up the serial numbers as we don't scan or register the serial numbers with individual purchases. In other words, we have no idea what serial numbers are inside your specific case.

If you are not sure how to get the screen shot and can't read the serial numbers, I would suggest having a friend, family member or neighbor help. Another alternative is stopping by a local technology based store such as RadioShack, Best Buy, or any cell phone carrier. There they can assist with a screen shot and perhaps even reading your serial numbers. I will send an additional email asking for the serial numbers and screen shot of the Phone ID. Without this information I am unable to assist with the TWPP registration.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had contacted the Otterbox customer service on June 11th, 2014. the otterbox preserver case I had purchased began to come apart. the company requires that you enter in a 4 digit code that is found on the inside of the phone case before they will honor the warranty. I was unable to find it on the inside so I took a picture and sent it to them. they then told me that my finger was most likely covering the number. I next placed the case on my desk and took a picture with nothing touching the case. I sent that to them along with a follow up email a few days ago but have yet to see a response. my case is coming apart after 2 months of use and the warranty covers 1 year. I purchased the case on the website with the order number being #**********

Desired Settlement: All I would like is a replacement case, which I'm entitled to according to your warranty.

Business Response: Hello ******,

I am sorry that you haven't had your warranty order placed yet. We do ask for manufacturing data off the case for several reasons. I do understand the frustration of having your order held up for the vendor code information. Since the pictures were in the correct format and the vendor code is very small, I am resolving your warranty. You should get an email soon with an order number letting you know I placed the order. Once the item ships, you should get another email with a tracking number so you can follow the product's progress to you.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a new cell phone 15 months ago. Spent a lot of money for the best. Otterbox. Almost immediately started stretching too big to really use. Went back to my ******. They said one year warranty . Been 14 months. When your working u don't know it's going to continue to get looser and looser so u don't take it immediately. Not like it broke in two pieces. Googled noticed this is a major problem . Contacted them . They said take a picture of case . Will send you another. No case. I started checking old mail. Found they now they wanted me to download a file for this photo I took on my phone with some addl info. Nothing about that in their call. For the record I can do a picture attachment on my phone Period. I'm not familiar with files. Calling them back. U can forget that. They have a bad product and making thing Even worse my long phone holds and no replacement.mi informed I give up. Never corporate or peRsonal buy an otterbox. And will warn anyone who checks with the BBB not to spend money there.

Desired Settlement: Originally they had offered case. Which frankly I'm so mad at this so I'll hold them to that.

Business Response: Hello *****,

I am sorry that you have been having issues with our warranty process. We do ask for photos of the damaged case as proof of ownership and proof of damage to your case. We also ask for pictures out of fairness to all our customers. People in the past have taken advantage of our warranty and we have had to take measures to confirm ownership and damage to a case. While most of our customers, such as yourself, are telling the truth and aren't taking advantage, we still need pictures because this a policy we are running across the board to all customers. We offer the picture method as it's the easiest, fastest, and allows us to offer a free method for our warranty. The only other alternative is to ship the product back. If you do choose to ship the product back, you are responsible for the cost of shipping, as we have offered a picture method which is free.

If you do choose to mail the product back to us, we suggest choosing a method with a tracking option. We do suggest this tracking option as sometimes packages can get lost in transit, and with a tracking option we can still assist with a warranty. Please ship that product back as shown below:

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

Please let me know if you have any further questions on our warranty.
Sincerest Regards,
*****

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

I am rejecting this response because: several reasons. This is probably the poorest designed product that I have bought in the last ten years.i would say offering for sale to the public they knowingly and willingly sold something that ten times out of ten would fail. So much so that have to go beyond normal warranty for this case. Why so? U don't see that normally unless they are trying to avoid litigation. In addition to contacting my company ****** and the bbb. I amalso going to contact the State of ***** ATTORNEY GENERALS OFFICE OF CONSUMER FRAUD. I Have on tape the last person I spoke to verifying that received my picture and then I did something I didn't plan to do. The four digit code I had no idea , I went ahead and looked it up and read to this person. And I got ok, just take you gave send it OUR WAY even though we have all this information already. Even though the product is so bad I wouldn't another below third world production cases. What I have already done is spoken ****** , company folks in my profession. I'm going to do my part to see this company goes out of business. And along the way stop selling cases any around me. That terrible I sent to them. Still on my phone and being sent as an attachment, warning. Bought an ******* case today . Terrible product

Regards,

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

Business Response: Hello *****,

I am sorry that you feel our product is poorly made and the warranty process is difficult. I can see that you have been in contact with one of our Customer Service Managers and they have offered both the warranty and a refund of the case. The warranty was placed today with priority overnight, and it appears it should arrive to you by tomorrow 6/27. This will arrive by FedEx and will be left at your front door if you're not home. If you are unable to get a refund through the original vendor, please respond to that manager's email and we can assist with a check refund.

Please let me know if you have any further questions regarding your warranty.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Otterbox Pursuit 40 case has cracked along the hinge from hardly any use, which in turn could affect its watertight integrity. As I believe this may have been a production defect, I no longer feel safe using this as a secure, waterproof case for my gear.

Desired Settlement: I don't care what color it's replaced with, as long as it's a Pursuit 40 without cracks along the hinge.

Business Response: Hello ******,

I am sorry to hear that your pursuit 40 has cracked. That product is covered under our warranty and we are more than happy to replace that drybox under that Limited Product Warranty. If you use the link below, this will take you to our warranty claim page where you can fill out the form. Once we have all the necessary information we will replace that case free of charge under our warranty.

https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-Warranty

Thank you,
*****

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

I am rejecting this response because I have already sent them pictures via the warranty page they specified in their rebuttal, with no response. I am also attaching same pictures to be recorded on my BBB complaint.  

Regards,

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

Business Response: Hello ******,

In the first part of you claim I didn't have any photos attached. I am not sure what happened there, and I'm sorry for the confusion. Since I got the pictures the second time around I have submit the warranty claim for you. You should get an email shortly with an order confirmation number.

Thank you,
*****

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 I receive a replacement from Otterbox.
Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been trying too get 2 replacement cases from otterbox for almost 1 month now and they have even went as far as too tell me the phone cases are being mailed out once I get off the phone. After I placed my order with them too replace the defective cases in which one of the cases "the armored series for iphone 4-4s" is no longer available the man allowed me too build a custom case and said they where on there way too expect them within 7-9 business days and that was 3 weeks ago. I've tried calling almost 13 times since the 15th of June 2014 and I waited on the line for 37 minutes at the least and was only hung up on once they answered my call. I could hear people laughing in the background noise.

Desired Settlement: I want a full refund for the armored phone case and my replacement defender phone case and for this company too understand when you tell a customer what's going to take place at least stand behind what you say and quit making false and misleading statements. Otterbox was the only company I would use for my phones because they used too be worth bragging about. I'm retired army and a 100% disabled veteran that have trusted these guys because of how rugged the life is while serving in the military but this last year of cases have proven that this company is now taking the lowest bid for building this once great phone case and now making it too be great garbage. I've removed every otterbox sticker logo and product from my vehicles, tactical gear and phones. I'm disappointed.

Business Response: Hello *****,

I am sorry that your Armor Series case and has now broken. I am also sorry that we no longer produce that case for a replacement. I am not sure why you never received the warranty replacement "Build-your-own" Defender Series case. I am more than happy to resend that product for you under the warranty. I know you stated you wanted a refund of the product. If the case was purchased from us directly and was purchased from us within the last year I can issue a refund. If the case was purchase outside the one year or purchased from a 3rd party vendor I am not able to issue you the refund. Since we didn't collect the money and taxes from you directly, I am unable to issue you the refund.

I am still more than happy to ship out the Defender Series color you want as a warranty item. If you just let me know which color you want, I will send that immediately and with expedited shipping for your troubles. Please let me know if you have any more questions or concerns.

Sincerest Regards,
*****

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

I'm now seeking a settlement because this product was defective from the day it arrived at my home and they even admitted on the phone I wasn't the first too have this problem and then she called me a lier about where I purchased the case. Saying it wasn't from them but they record there phone calls and I've been on this hold list for over a month a dealing with this same issue for over a year with no resolve. I'm going too push this all the way because of the stress, anxiety and inconvenience this has caused me. Keep in mind I'm a disabled veteran with PTSD anxiety disorder and I'm a retired army soldier under honorable discharge. This crap there pulling has caused more health problems for me and will be reported too the VA & UNITED STATES GOVERNMENT!!! Thank you BBB for helping step in and confront these problems for people like myself that can't mentally take on these task. Your my rescuers in this matter. 

XXXTHROWDOWNXXX

 

Business Response: Hello *****,

I am sorry that you feel the products aren't living up to their OtterBox name and protection. I am also that you feel we just send products at people and not address the issues at hand. I can say that we do gather the information from warranty cases and if needed we do go back and make changes. If the changes are necessary often they are tiny changes in design or perhaps changes in density of our silicone. The reason we are happy to replace a case that is broken is because we feel bad the product has broken. We have our Limited Product Warranty set up to replace these items that have broken due to manufacturing defects. 

As I offered earlier, I am still happy to offer a refund if the products were purchased within the last year and offer the warranty replacements. I still need the receipt in order to proceed with the refund. Once I have that receipt I will get the refund moving forward. 

Sincerest Regards,
*****

Consumer Response: Complaint: ********
I bought it from otterbox.com and it's on your records that I complained the 2 day I received it and requested at that time for a refund. I'm going too be suing your company now. I'm tired of your lies and cover ups. I've never in my life bought an item directly from a company and register the product through there website and call the 2 day about how you could not hear the conversations because of the case and ask for a refund and be told that's not possible. Now you don't even make the case for a iphone 4 or iPhone 4s anymore because it's not waterproof and it never worked as advertised and you did not stand behind your warranty just like now. I'm retired army and a disabled veteran with a ton of time on my hands and plenty of resources at my finger tips so see you in court.  
I am rejecting this response because:

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The lifeproof company advertises a "waterproof" product. "Submersible to 6.6ft of water". While the case was on my son's phone, water leaked in somehow and ruined his iphone 5c. We tested the case twice before using it and had been using in for 2 weeks when this happened. I called the company and they refused to honor any kind of repair to the phone. I call this false advertising. If the product does not do what it claims- it's a lie!

Desired Settlement: Just pay to have the phone repaired. The est I rec'd is $149 for a local repair shop.

Business Response: Hello ***,

I am sorry to hear that your son's phone was water damaged in the case. Our warranty states that we are not responsible for the device, as we do not manufacture that product. The Limited Product Warranty is set into place as a replacement policy for manufacturing defects for Lifeproof manufactured items. Our Limited Product Warranty does clearly state that we aren't responsible for devices. If you would like to read our warranty in it's full entirety, please click the link below. We are able to state the product is water proof as we have passed industry standards of what constitutes water proof. I am sorry that you feel this is false advertising, but as we have passed those industry standards we are able to use this verbage on our packaging and in our marketing. 

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

What I can do for you is work with the Lifeproof product. Since the case did leak then there is possibility there is a crack or an issue with o-ring water seal. So this means I can send out a new case free of charge as a warranty replacement. The only things I need to get the warranty replacement sent is the color of your case, as well as the front and back Serial Numbers found on a sticker inside the case. Once I have that information I can move forward with your warranty replacement case.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Life Proof makes claim that there case is waterproof and it is not in addition there is a ear sensor issue that makes phone think its against ear making it non managable weather to hang up or use tools of phone. wanted my phone replaced instead the have sent me the same exact case twice now and they have cocured that this is the same case i dont want the same faulty product I want my phone replaced due to your faulty claim.

Desired Settlement: pay for the water damage I phone 5 that I had to replace at my own expense

Business Response: Hello ****,

I am sorry to hear that your phone has become water damaged while inside the case. We do advertise our cases to be waterproof for 6.6 feet up to 30 minutes. Since we passed industry standards for waterproof, we are able to use and advertise our cases as such. There are a lot of variables on why a phone case may leak and cause the phone to break. Since there are many variables, under our product warranty we are unable to replace, reimburse or refund any costs associated with the device. It does say in our Limited Product Warranty that we are not responsible for the device. The Limited Product Warranty does state what we do and do not cover, and can be found in the handbook that came with your case, it is also states we have a Limited Product Warranty on the box itself, and lastly can be found on our website. If you would like to read the warranty in its entirety, please click on the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Since the product did fail, what I am able to do is replace it for free under our warranty. All I need to replace the case under warranty is the Product Serial number as well as the case color. Once I have that information I can move forward with a warranty.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was in contact with this company 4 months after the purchase of the LifeProof case for my S4. It causes poor call quality and broke open, so is no longer waterproof. They were good about returning my emails until it was time to send my replacement. Everytime I have tried calling their customer service line, it was at least a 30 minute wait. Posted on Facebook about my issue and they only responded with telling me to call the customer service line. Their website does specify that claims can be done through email.

Desired Settlement: I would like to get the replacement that was said to be coming my way the end of April.

Business Response: Hello *****, 

I am really sorry that you haven't heard from us regarding your warranty order. Upon looking you up in our systems, I have found your order number and showing that it is ready to ship. The order should be leaving our warehouse sometime this evening, or at the latest early tomorrow. You should get an email update once it ships with a tracking number and order number.

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my lifeproof case back in October. The guarantee claims it's resists so much, I dropped my phone only kitchen floor and the back shattered. Its taken forever to get through to lifeproof, I finally did and they claimed they replaced a case and mailed it. It's been 2 weeks and nothing. I did tell them I just wanted a refund and not the case in which they have now completely ignored me and won't respond at all.

Desired Settlement: Replace my iPhone or provide proper compensation. Please email I want everything in writing.

Business Response: Hello *******, 

I am sorry that you still haven't received your warranty. Since your warranty item hasn't shipped and you would prefer to do a refund on the case, I am happy to proceed with a refund instead. All I will need for your refund is the original purchase receipt. Once I have that receipt I will then be able to move forward with the refund. I have sent the email requesting a picture of the receipt from your original warranty claim. Just reply back to that email with the copy of the purchase receipt.

Thank you,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a cell phone case in March, and it had screen bubbling problems and prevented me from being able to use my keypad properly. I called Lifeproof, and they sent me a new case. The new case had the same problem, so at this point I decided to return the case altogether and get my money back. I called and started the refund process and was given case number *********, and I sent it back the next day. I did not get a tracking number, however, and numerous subsequent phone calls (all with a 20 min minimum wait time) told me they a different story every time - they had received, no they had not received it and had no record of it. I couldn't get a straight answer no matter what. I decided to send back the second case and get a tracking number. On May 2, I sent the case back via FedEx (tracking number ***************). I called a couple weeks later, provided the tracking number, and they confirmed they had received it and that I would have my refund in 4-6 weeks. Here we are, more than 6 weeks later, and I have no refund. I just made yet another phone call with a 30 minute hold time, and they could no longer locate the tracking number and told me they had no record of the case. I am FED UP with this company. I have called a minimum of 6 times, wasted hours of my life trying to get my money back. Every person I talk to, I get a different story, and I still don't have my money back. I did what I needed to do, and I still can't get my money back. This is a horrible way to do business.

Desired Settlement: I would like my money back. I paid $59.99 for the case. I would also like an apology for all my wasted time and effort.

Business Response: Hello ***,

I am truly sorry that you have had so many issues trying to get your refund. Normally this is a very swift and easy process. However, with our distribution center moving locations and computer systems, things have been an extremely rocky transition. I really do feel sorry that your refund was never sent in the timely manner. I have created the refund for you for the amount of 59.99 that was paid for the product. Since we have moved systems, this refund will arrive as a check refund to your address with your name on it. Here is the refund order number: **********. I have left notes in our customer service systems that your refund has been created, your refund number and for how much. P***se let me know if you have any remaining questions or concerns.

Sincerest Regards,
*****
 

Consumer Response: Better Business Bureau:

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

Regards,

*** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Monday, June 23rd I purchased a new phone case, or so I thought. On Lifeproofs website, I purchased a Nuud phone case for $59.99. One time, the website had an error after I accepted the purchase. I went back and ordered my phone, since I didn't receive any confirmation since there was an error on the site. That's fine, that part is not even an issue, but it will come in to play later about my charges. Later that night, I did notice that I had two charges, not a huge deal. However, I also found a charge of $96.74. The next day I called their customer service and asked what was going on. They were not much help. I kept telling the technician that when I bought the case, I never entered a code. I had to repeat my situation a number of times and she still never understood. Now, they have charged me my two initial $64.54 as well as two $96.74. I had no idea the phone case was a $89.99. I went there, it was advertised as $59.99 and as I continued to click through the site it always said $59.99, they calculated the tax for that amount and ended up with $64.54. Then later they must have realized the website made a mistake. They decided to bill me because of their mistake, now I have $322.56 of my credit tied up in their charges. I had no idea it was a $90 case, I never saw that price until the next day after I noticed all the charges. I did NOT authorize ANY charge of $96.74. Wouldn't this be considered bait and switch advertisement? If not full out fraud.

Desired Settlement: I don't think once they realized their mistake, they should be allowed to charge me a different price. I didn't authorize those charges, I'm wondering if I am founded in taking legal action.

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

I am sorry that you are seeing several pending charges and seeing different amounts for those charges on your account. After doing some digging into our banking system, it appears the two attempts for 64.54 were accepted, but were simply holding charges as you hit "submit" which is essentially swiping your card in a machine. Then as the order changed from the holding charge to the authorized charge, the system glitched and removed the discount, making the orders 96.74. I am truly sorry that the orders went through at full price.

I can see we have set up two Return Merchandise Authorization (RMA) for you and removed the $5 shipping charge back to us. It also appears we have reversed all pending and hold charges on your account. I am truly sorry that the orders went through at full price and that you had some many pending charges on your account. At this time we are simply waiting for the products to be returned before the full amount of the two 96.74 is placed back onto your card.

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

Sincerest Regards,
*****

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

I am rejecting this response because:
     I noticed many problems in your IT department alone, but I think there are other breakdowns as well. I was presented a webpage that said in big white letters on a large orange block that said $59.99. I was then led to a calculation of each charge, along with tax and shipping. Your reason given of, "Then as the order changed from the holding charge to the authorized charge, the system glitched and removed the discount, making the orders 96.74. I am truly sorry that the orders went through at full price", is inexcusable. That is not legal. More than likely, between your departments, there is an error in communication. Between my order placement and your shipping process, someone noticed the Nuud case leaving at an incorrect price and decided to "correct" it. Using my credit card information to illegally charge my account two more times, without my permission. Even if it was a glitch, why am I suffering all the consequences?

     I propose, instead of correcting these issues by charging people the price you feel warranted, you contact them prior to shipment. You should not be able to charge me anything you want based on what you feel it is worth, this needs to be an agreed upon price. By me clicking to accept the initial $64.54, twice in fact, is an agreed upon price. You are not authorized to change your prices and then charge me without my consent.

     Furthermore, due to the amount of time I have spent with this. I've had to deal with two long customer service phone calls, as well as their correspondence, which did nothing to address my issue. I believe you've made a mistake, I hope you take what I said about shipping before authorized charging into serious consideration. However, I would feel completely reciprocated and would continue to be a customer if I could keep one of the original Nuud cases for the original $64.54.

Regards,

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

Business Response: Hello *****,

Thank you for responding back to my email. I appreciate the feedback on us calling before authorizing a charge to ensure the agreed upon price is the same. Our systems in place is simply an automatic system so that when the order ships from our warehouse, the computer knows to authorize the charge. Normally our systems do authorize your card with the agreed upon price that was stated at your online checkout. For whatever reason, our system took off the discount at the authorization. This is not normal and I have submit an IT ticket to have our online authorizing systems checked. 

I do sincerely apologize that your card had so many charges, and so many different price amounts with those charges. You had asked to keep one of the Nuud cases and have the price of the Nuud case be the agreed upon price, and I feel this is totally reasonable. Since two cases were shipped, we definitely want to give you your money back for the one Nuud you're not wanting to keep. If you can tell me the Return Authorization Number (number starting with 005) that you are using for the one Nuud you don't want, I can then go into the other order and credit you back for the over charge. This way you get your money back for the correct RMA, and you get the money back on the other product you're wanting to keep. Once I have that information I will be able to refund the funds back to the card used for the purchase.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. ***** has requested the RMA number of #********** and has acknowledged I was effected by an error. I do wish it wasn't such a process, but I'm glad I was able to contact someone with the authority to address my issue. Thank you all for your time.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a lifeproof case for my iPhone 5s and I wanted to get the warranty that comes along with it and so I filled out all of the information needed. But as I got to the last page, it needed a code that I was supposed to get in my email. I never got that email, so I recheck every piece of information and I still didn't get the email. So I tried calling for 3 hours straight. No one ever picked up my call. I also asked around and many people said that the customer services are absolutely terrible. Lifeproof will not follow up on their warranty more than likely it costs them money if the phone actually breaks

Desired Settlement: I would please like to at least have the warranty, primarily because of my paranoia for dropping my phone and getting it wet.

Business Response: Hello *****,

I am sorry that you have been trying to get in touch with us for some time, and without any success. I have been trying to find your order in the systems and was not able to pull up any order with the information you provided in this claim. If you have that order number, I will be able to resend the registration code. If the order was placed under a different email or name, I will be able to search with that information as well. Once I have that information, I will be able to assist your further.

Thank you,
*****

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

I am rejecting this response because:I have been reading online that someone has filed a complaint with the BBB before about the same thing and they still did not get the warranty. Until I get the warranty I will not accept. Lifeproof may contact me at *****.*****@gmail.com if they would like to. 
Thank you.
Regards,

***** *****

Business Response: Hello *****,

I am sorry for the confusion on the last email. I thought you wanted to register the product for the warranty, but I see now you're asking for the warranty replacement product. I have created a warranty claim for you, and I have sent you an email asking for a picture of your case and the serial numbers to your case. Once I have that information I can move forward with your warranty replacement.

Sincerest 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 haven't broken the case yet but i just need the warranty. Thank you.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had my LifeProof case since Christmas. However, since then I have had to replace it due to the case being defective, several times. The last case I receive finally worked. I have a protection program that can be transferred to any new case I get. I have tried reaching out to customer service for MONTHS. Multiple days a week, multiple times a day, and nothing. I have emailed them and called and have still not gotten nothing. Each time I call there is nobody that answers as I can call and listen to the same thing over and over again for over a half hour before I give up and hang the phone up. As for the email part, I have tried filing what I need in a couple different ways. Their policy is that you are supposed to hear back from them in 48 hours, which I have never gotten anything back.

Desired Settlement: I would like to hear back from them as soon as I possibly can and would like them to honor my warranty and extend it for the whole time it has not been on my phone since nobody has bothered to help or get a hold of me.

Business Response: Hello ******,

I am sorry that you haven't heard from us in regards to your claim. I can see that we sent your information to our Total Water Protection Program (TWPP). It is now in the hands of the TWPP administrators and they should be able to put the new sku numbers in place of the old ones. I will also follow up with those individuals to make sure they have received your serial numbers.

Please let me know if you have any further questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: LIFEPROOF advertises and states that their cases sold for phones, ipads etc. will protect the devices from all types of daily life activities. One of these is the use of your device in their case submerged in water up to 6.6 feet. My phone was in the Lifeprrof Nuud case and was placed into pool water at a depth of 1 foot to take a picture of my son. The case leaked and ruined my phone. This loss cost me the original price of my phone, the price of the Lifeproof case, the cost of anew phone and the activation fee. AN estimated total of $625.00. Lifeproof advised that they would consider sending me a new case but the loss of my phone which they advertise all over their website, Facebook, Instagram Etc., would be 100% protected would not be covered. Look at their Facebook page and read the numerous comments about customers paying for these cases and the same thing happening. Lifeproof is falsely advertising products that do not do what they say and when their cases fail it is at the loss of the customers. Lifeproof also went to the length of banning me from being able to comment on their Facebook page warning other customers.

Desired Settlement: Refund for the cost of my phone, activation fee and case. That they are no longer to falsely advertise their products, costing customers a larger amount of money while their products fail

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

I am sorry that your phone has sustained water damage. While our cases are tested to meet industry standards of water proof, there can be accidents where a phone could break inside the case. These instances are very rare and I am truly sorry this has happened to your phone. We do state in the booklet that came with your case to always water test your case before coming into contact with water, after every drop/fall, and periodically through the life of the product. Under our warranty we are able to cover the case 100%, however we cannot replace the device. Our warranty is designed for manufacturing defect replacements on our product only. Since we don't manufacture the phone, we are unable to replace it under our warranty. If you do want to read our full warranty, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do state on through our social media outlets that we can cover devices if you purchase the Total Water Protection Program (TWPP). This is a water specific insurance we offer on all cases purchased from lifeproof.com or from any Verizon store. This is most likely the "guarantee" you are seeing from our media outlets. Again I am sorry that we are unable to replace the device under warranty. I am able to offer a warranty replacement of your current case. This is a free of charge service and I would be replacing the full case. I will simply need the case serial numbers in order to replace the case. Please let me know if you would like to replace the case under warranty and I can move forward with this service.

Thank you,
*****

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

I am rejecting this response because:

   I did test my case before my phone was placed inside it, I never dropped my case. The phone asking with the case was placed in a pool at the depth of one foot. Your advertising states completely WATERPROOF up to 6.6 feet. Your response was as if my phone broke inside your case and that caused the damage. The problem was your case leaked and ruined my phone. As I visited your Facebook page I was overwhelmed by the amount of other people stating the same thing had happened to their phones in your cases. This cost me over 600.00 in phone price and you want to give me another case? That is terrible business and your company should not advertise your products the way they do unless they are going to stand behind them. Along with the fact that you block people like me from posting the truth about your products on social media.  I'm sure your company has a large amount of money, I do not have the funds to buy products that do not provide the service they promise not the money to buy phones that are ruined by your products.

Regards,

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

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

Again I am sorry that the device was damaged from water entering the case. As I stated earlier we are unable to replace, refund or reimburse the price of the device. Since we manufacture the case itself, this is the only product we are able to work with under our Limited Product Warranty. The only other option I have is to offer a refund on the Lifeproof case itself. What I will need for the refund is the purchase receipt of the Lifeproof product. I have sent you an email requesting a picture of the receipt, as well as more in depth information on the refund. If you have any further questions, please feel free to reply to my email ore reply directly back in your claim.

Sincerest Regards,
*****

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

I am rejecting this response because:
  All this does is give me a refund for the purchase price of the LIFEPROOF case, this does not reimburse me for the cost of buying a new phone, activation fee. When you look at LIFEPROOF's website they advertise their products in a false manner and have caused several other customers like myself to purchase their product only to have their phones ruined.

This is what they advertise on their website:

 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.

How can they advertise in this manner and when their product fails they say they are not responsible for the device inside their case? This is unacceptable business. 
Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new iphone 5 for my 13 year old daughter and purchased a lifeproof case the same day in the amount of $89.00 because the phone cost approximately $300.00 and I wanted to protect the phone. The company claims that their products are tested and that they are waterproof, shock proof, dirt proof, snow proof etc etc. My daughter used her phone (which was inside the lifeproof case)during a recent school trip and water seeped into the phone and as a result, it no longer works. I contacted lifeproof customer service and they are unwilling to do anything about the situation. their product did not live up to what they claim/advertise and they should be liable for the phone. I am still paying off the phone and wouldn't have paid $89.00 for a case if it wasn't going to protect the phone. Their [INCIDENT: *******] and the product is registered under ****** ********, my daughter.

Desired Settlement: would like my iphone 5 to be replaced.

Business Response: Hello ******,

I am very sorry that your daughter's phone was water damaged while inside the case. As you said, our cases are advertised as water proof, shock proof, etc. We are able to advertise our cases as such since we have passed the industry standards. We also state in the handbook that came with your Lifeproof case to test the case for a water tight seal upon receiving the product, after every drop, or anytime the case will definitely come into contact with water such a pool or ocean. I am truly sorry that the phone was damaged, but under warranty we are unable to replace, reimburse or refund any costs associated with the device. Our Limited Product Warranty is designed to cover manufacturing defects in the case, and to replace the case in those instances. Since we don't manufacture the phone, we are unable to cover that device under our warranty. If you would like to read our warranty in full, see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Since we are only able to work with the case itself under warranty, I am more than happy to ship you a new case. In order to get a new case I will simply need the front and back serial numbers on your case, as well as color of the case. Once I have those I will be happy to send you a replacement product. Please let me know how you would like to proceed.

Sincerest Regards,
*****

Consumer Response: I do not accept their response as their product was falsly advertised and did not do what it was intended to do. 

Business Response: Hello ******,

I am sorry that you feel our cases were falsely advertised. We do advertise our cases to be water proof, shock proof, snow proof and dust proof as we have passed industry standards allowing us to claim this level of protection. I am truly sorry that the phone did sustain water damage, however we still cannot replace, reimburse, or refund the cost of the device. The only other option is a refund of the actual Lifeproof product itself. In order to receive a refund of the Lifeproof product, I will need a copy of the purchase receipt. 

If you would like to proceed with the refund, please let me know and I will start moving forward with a refund.

Sincerest regards,
*****

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

I am rejecting this response because: I seek reimbursement for my iphone which was damaged due to your product not protecting my phone. Again. your product failed and  you should be liable for the damage. 

Regards,

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

Business Response: Hello ******,

Thank you for sending me the receipt for the case. I have started the refund process for the price of the case. As I stated earlier, I am unable to cover the device itself. We don't replace, refund, or reimburse devices because we don't manufacture that product. Our cases are added protection, but unfortunately we can never guarantee a device. I am truly sorry that the phone was damaged, but the refund is the best offer I can make.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  Please provide the last four digits of the card# where the refund will be issued to.


Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased one of their cases - which boasts lifetime warranty. When you call the 800 number it directs you to the website. You fill out all the forms - but I had difficulty filling them out. I called the 800 number for assistance but you can NOT get a live person. It constantly says they are experiencing high volumes - but it's nonstop. You get so frustrated b/c you can NOT get help at all online OR by calling. You pay quite a bit for this product but you are so frustrated you want to pitch it and just buy a case from another vendor. I am going on two full weeks of emailing and calling - all different times of day and still can not get a live person. I had my line opened today for over two hours with a repeated message that they are experiencing high volume.

Desired Settlement: At first - I would have been fine with a replacement - but now I do not want to deal with this company anymore and purchase something with a more trustworthy vendor.

Business Response: Hello ****,

I am sorry that you haven't heard from us and that you are unable to get a hold of a Lifeproof Representative. I can see that you have submit two online forms for a warranty, and that we have replied back asking for pictures of your case. If you haven't received those emails in your inbox, please check your spam folder. In those emails we are asking for a picture of your case showing the damage, and then also asking for your name, today's date and the Serial Numbers found inside your case. Once we have that information, we will process your order.

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

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

I am rejecting this response because:

The reason I needed a live person - is I was having difficulty uploading the pictures and needed further instructions.  The inability to deal with a 'live' person and not a computer generated response wasted valuable time and created more frustration.  There were no message in my spam folder.

If  could get a 'live' person - to assist me - it would be helpful. 

Regards,

**** *****

Business Response: Hello ****,

I am sorry you're having issues with picture process. I will do what I can to have someone call you to aid you through the photo process of our warranty.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a case for my 2014 Samsung Galaxy Tab 10.1, as advertised on the website. When I received the case, it did not fit at all. I called Otterbox about it and they said the website was quoting the wrong model-their mistake- and that they had sent me the case for the 2013 model instead. They also told me they had no specific release date for the 2014 model the website said I was ordering. So, they said they were going to send me a return label and box so I could be reimbursed- that was two weeks ago and I still have not received it

Desired Settlement: Give me my **** money back

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

I am sorry that you haven't received the email for the RMA. I can see we did set up the RMA and we sent it to the original email used in the purchase. I have re-created the RMA and used your email you provided in this claim. You should see this from "Customer Service" and I would recommend searching your spam folder just in case it doesn't go to your inbox. The link for the return shipping label is a one-time use link, so please only click that link when you're ready to print.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The otterbox company had a sell on their web site on 6-15-14 for 10% off any item but once you checked out they would give you an extra 50% off which would The product free after all the discounts... well as off this morning the company sent out a email stating that all transactions placed on that day would be cancelled. I have pictures of the final price and them even approving the purchase.

Desired Settlement: I would like for the business to honor there deal.

Business Response: Hello ****,

I am sorry that you experienced an issue during your Sunday purchase checkout. The otterbox.com website had a glitch and did add the 50% discount at checkout. Since this was never an official OtterBox promotion, we are unable to honor this discount. At this time we have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your orders were cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite where an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 15, 2014 I got on to otterbox.com to look at a price for a cell phone case and an ipad case. I first priced the iphone case and realized there was an unadvertised sale making the phone case $50 cheaper-- I went ahead and bought it-- and 1 more. I did separate transactions after my husband told me he wanted one. Then I went back to look at the ipad cases. The same thing-- a $50 sale at check out. I again--purchased 2. I received confirmation emails and was charged!

Desired Settlement: I want this company to stand behind their mistake. I want my product for the amount the website showed.

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

I am sorry that you experienced an issue during your Sunday purchase checkout. Our website had added a discount that wasn't supposed to be there, and was never an official OtterBox promotion. We have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your orders were cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite where an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an iphone 5s and a lifeproof case from Verizon on June 8, 2014. After passing the water test, I registered this product on the website on June 9, 2014. I didn't feel confident on my submission, so I sent an email via the website. To date, I've received no response. My son went to the pool on June 15, took pictures and video while in the water. Now my son's phone is a paper weight because the phone is broken. I sent an email on Monday, June 16, 2014 - to date I have no had no response. June 17, I wait on hold for about 16 minutes per phone call to customer service. There were two calls made. One to normal customer service to find out why my emails were not answered and what to do with my son's phone. I am then told to call Total Water Protection to see if they can pull up anything or assist me. They can't pull up any emails or registration. Now I sit with a defect lifeproof case and an iphone 5s, I can't use or upgrade for another two years. Horrible company, product and customer service. I make sure anyone who asks will know what they did to my son's phone and how they are not helpful in any way to their potential loyal customers. I might add, I went back and bought 4 additional cases because the water test turned me from a skeptic to a believer. I will be returning those and taking those back.

Desired Settlement: Cost to replace to my son's phone or replace it through their own vendor.

Business Response: Hello *****,

I am sorry that your phone sustained water damage while in the Lifeproof case. Each of our cases is tested to confirm the case is waterproof, and we do suggest doing a waterproof test periodically to make sure the case isn't damaged. Our cases can lose their waterproof seal if they are dropped and cracked in some fashion or the seal is blocked by dirt or debris. As the representative told you on the phone, the Limited Product Warranty only covers the Lifeproof product, and not the device. Since we don't manufacture that device, we are unable to cover the product under our product warranty. We do state in the booklet that came with the case, as well as our website what our Limited Product Warranty does and does not cover. If you would like to read the warranty in its entirety, please use the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

The Total Water Protection Program is additional coverage that is offered for the product however it must be purchased with the case and is only offered at Verizon retailers and from Lifeproof.com.  I am sorry that you thought you had registered the product, but we weren't able to confirm that this program was completed. I am also sorry that we didn't get back to your email in an orderly fashion. We have been very busy in both our emails and our phones. For important confirmations such as the TWPP registration, I would recommend calling in to confirm these things. We would be happy to replace the case under the warranty. I apologize for any inconvenience this situation may have caused you. Please let us know if you would like to proceed with the warranty replacement. 

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order #********** on 4/12/2014 and received shortly returned the item in the condition it was sent. I followed the protocol to receive a refund and sent the item back. Lifeproof confirm they had received item and my refund would be processed in next 5-7 days. As of 6/9/2014 I have not received a refund.

Desired Settlement: I would like my Visa credited for $82.50.

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

I apologize about the delay in receiving your refund. I was not able to find any confirmation that we received your return item. Are you able to provide the return tracking number? As soon as we have confirmation the item was received we can issue a refund check. Please let me know if you have any additional questions. 

***** 

Consumer Response: Complaint: 

I do not have the tracking number as I was told by the customer service rep my return had been confirmed. Please check the call logs for my multiple inquiries. 


Regards,

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

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

I am sorry for the confusion of your refund. Lately we have been moving warehouses and with this move, our systems have changed. I have done some research in the older systems and found the confirmation showing your product was delivered to us. I will go and push through your refund now that I am able to confirm the order was delivered. 

Thank you,
*****

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

I am rejecting this response because: 

As of 6/25/2014 I have still not received the refund. I called company today and was told there had been an error with the bank and the refund will be processed. Was told it would take another 4-6 weeks. I would like my credit card refunded ASAP.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Very authoritarian on telling me how "things are done around here." Supervisor refused to address his disrespectful attitude. He bad-mouthed his employee. Seemed more interested in arguing with me than taking my request. Followed up with an inappropriate email. The email was inflammatory in that he would fulfill my request but then would probably exert his influence over the targeted employee not to respond to my request for contact. Very unprofessional customer service, full of personal drama and bias. Either I comply with company policy or I would see no resolution to my problem. He was very authoritarian as if I were not a customer but his charge. I requested he stop harassing me and stop sending me unsolicited and inflammatory emails.

Desired Settlement: Apology from company and a swift warranty replacement that was agreed upon for both products. No drama this time.

Business Response: Hello ******,

I am truly sorry the customer service experience you received was very poor. It is never our intent to create these poor customer service experiences, and especially from a manager. What I can do for you is notify is direct supervisor for a coaching opportunity. This is definitely something we want to be aware of so that we can grow and give the best experience in the industry. I am very appreciative of you bringing this to our attention.

I can see you have spoken with another manager *********, and she was working with you on your warranty. It appears she was able to bend some rules and get your taken care of on your warranty in a speedy manner. 

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased the protective cover for a new phone that this company manufactured. The store where it was purchased would not handle my claim since I purchased it on May 18 2014. They only handle claims within the first 14 days after purchase. I sent an email to Lifeproof describing the problem and I attempted to call many times. I did not receive a return email or was able to reach a customer service person at this company. This device, which cost me $100, does not function properly. This phone case, though it protects the phone, I must repeat myself more than once since the microphone on the phone is covered by this case. It is assumed, If I was to make sure it works properly, I may disqualify the warranty. I don't have to repaeat myself when I am talking to my clients, family or friends. I have owned a cell phone cover, made by other companies for MANY years AND HAD NO PROBLEM. I own this phone cover for less than one month and feel as though I was misled when I purchased the item. I would like to file a claim against Lifeproof for selling a product that does not work properly. I would prefer to speak with a customer service person so that I can understand how this item should work.

Desired Settlement: Having a representative EXPLAIN to me how this device should be working so that I can use my phone properly and at the same time have it protected with this cover. In addition to the phone call, I would appreciate a written explanation from this company letting me know that the warranty would still be in effect if I am told to do something to the device to make it work properly. My contact number is ###-###-####

Business Response: Hi ***, 

I am sorry to hear that you are having trouble with your LifeProof case. Because you are enclosing your device in a waterproof case there will be a compromise in sound quality, however it should not be so excessive that it renders the phone useless for making calls. I was not able to locate and warranty submissions under your name so I created one on your behalf. I have sent an email requesting all of the necessary information for the warranty process. Please reply with this information at your convenience. If you have any additional questions regarding the warranty process please let us know.

***** 

Consumer Response: Better Business Bureau:


Based on the response from the company, while they stated I did not complete their warranty instructions, I filled it out and submitted it the day I purchased the item. If they are emailing me the necessary form(s) for the warranty, I will proceed with that and see where I stand after it is submitted.

The fact  I cant speak into the phone properly and only talk properly when I am on speaker or using the Bluetooth, that is the main concern here. Most of the time I talk into the phone while holding it.  

I will follow up with the BBB once I submit their correspondence they are sending me.



Regards,

*** ******

Consumer Response: Thought I was going to receive an email form the company as is stated in one of the email communications. The email was to inform me about the product being registered after the purchase I had made on May 18 2014.
 
Don’t know what to make of this. If I was told I would hear from them and did not, where do I go from here?
 
Their comments about the complaint I submitted did not completely satisfy the problem. While talking on the device, while the protective cover covers the speaker (microphone), I need clarification from them.
 
Thank you.   

Consumer Response: Perhaps I was unclear. The matter has not yet been resolved. The claim I need to provide a picture (which I already sent them on May 18 when I purchased the item).
 
They say in their response I received an email with instructions how to provide what they need. I DID NOT receive any email from them. The fact that they will “guarantee” the product and perhaps offer a refund, if I am not satisfied, that seems to be where its at right now.
 
NO email received yet, so I cant vouch for the fact that I am satisfied with their answer. ONCE I receive the email and follow up with them, then we can ONLY THEN perhaps say that my case has been satisfied.
 
Lets be in touch.
 
Thank you      

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

I am rejecting this response because:

from: *** ****** <*********@optonline.net>
to: disputes@wynco.bbb.org
date: Tue, Jun 17, 2014 at 2:08 PM
subject: RE: You have a New Message from BBB Regarding Complaint #********

Perhaps I was unclear. The matter has not yet been resolved. The claim I need to provide a picture (which I already sent them on May 18 when I purchased the item).
 
They say in their response I received an email with instructions how to provide what they need. I DID NOT receive any email from them. The fact that they will “guarantee” the product and perhaps offer a refund, if I am not satisfied, that seems to be where its at right now.
 
NO email received yet, so I cant vouch for the fact that I am satisfied with their answer. ONCE I receive the email and follow up with them, then we can ONLY THEN perhaps say that my case has been satisfied.
 
Lets be in touch.
 
Thank you      

Business Response: Hello ***,

Thank you for reaching back out to us with questions regarding your warranty. We did send you our warranty email yesterday. Often times the email will go to a spam folder, or junk folder. I would suggest checking in there. You should see the email from "Customer Service" and should say "Request for Photos" in the subject line.

As far as answering your questions about the case issues. All waterproof cases will have some sort of compromise in sound quality. To ensure a water-tight seal around the case, this means we have to put covers and water barriers around the speakers. This does result in some sound quality loss, but the sound quality loss should be minimal. I do know it will be enough to notice, but not enough to hinder the functions of the speakers. You should still hear music play through your speakers, hear people talking to you and people should be able to hear you. It may sound a bit muffled or "talking through fabric", but people should still be able to hear through the case. If you are experiencing greater issues than explained above, it is something covered under warranty and you will want to reply back to the email that was sent to you.

Please let me know if you have any remaining questions or concerns regarding the warranty.

Thank you,
*****

Consumer Response: Better Business Bureau:

I will wait for the email they mentioned that was sent to me. I will then communicate with you once I proceed with their instructions. 


Regards,

*** ******

Business Response: Hello ***,

I have resent the email for your convenience. Please let me know if you did not or do not get the email sent.

Thank you,
*****

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

I am rejecting this response because: I will forward them a picture as they requested of the device I purchased. I hope to do so in the next few days. Once I send them what they want, I will follow up with you and let you know what I am told.
 
Thank you

Regards,

*** ******

Business Response: Hello ***,

We will await that picture once you send it. There is no time limit on when you need to submit those pictures, so take your time.

Thank you,
*****

Consumer Response: Good morning. I received a letter from the company which they explained what I NEED to do on a steady basis to make sure the phone cover works properly. I responded by email, as they indicated in their letter, asking where I can send the item back for a complete refund.
 
I purchased the item on May 18, 2014 and have been dealing with so much time wasted on this device that only helps if you DON’T TALK INTO THE PHONE DIRECLTY.
 
Thank you.     

Business Response: Hello ***,

I am sorry that you still don't like the warranty cases and are having troubles with them. I can see that you are now in contact with one of our supervisors and are corresponding through her personal email. Since I don't have access to her personal email, I am unable to see the conversation that has been taking place. I will certainly reach out to her to assist in any way I can with a refund.

Please let me know if you have any other questions.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:


Since I was asked to provide a "picture" of the device and email it to them before the refund process takes place, I will follow through with the picture taking in the next few days. Truthfully, I don't see why I need to do this at all. I purchased an item, not happy with it, looking to return for a refund AND still need to provide them with a picture of the device.

Why should I have to go through the trouble of doing this? I have the receipt of purchased, the package it came in and the device as well. What more should a consumer need to do in order to return the item?

     



Regards,

*** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 10, 2014 I purchased the Lifeproof case and thte Total Water Protection Plan directly through Lifeproof. On Saturday, June 7th, the product failed and my iphone 5s received water damage. If you go to their website you will see they are experiencing high call volume and are encouraged to email for assistance. Email response time is 48 hours. I emailed on Monday, June 9th regarding the issue. My email to Lifeproof indicated that I purchased the Total Water Protection Program and needed a repair to my iphone 5s. On June 11, Shae said "As a courtesy, you are able to register your Lifeproof case. You will need to have a valid registration in order to process a repair request". I completed this on June 12 and it tells me that it will be 48 hours for me to get approval. And then I also read the automated confirmation that you receive after submission, and I'm concerned that Lifeproof is only going to send me a new case. When honestly, I have totally lost faith in the case. I finally find the Total Water protection Claim site wear the warranty claim form is buried. I attempt to enter my registration number *** *** ***. It doesn't recognize it after 3 attempts and locks me out. It tells me that I will have to wait 24 hours to try again!! I go to another computer to attempt again and receive the same error. This is a telephone, how long would you expect to go without your cell phone repaired? I'm sure it would take another 2 days to get a fed ex envelop and another 2 days to send it back and then 7 days to repair it. Is that realistic that I pay $100 for case plus protection, $50 for the service and I'm out of a phone for up to a month.

Desired Settlement: Authorization of repair and expedited service. I am fully willing to pay for the service of $50 as per the terms. If not settled within 7 business days, I will repair and submit claim in small claims court.

Business Response: *********, 

I am sorry to hear that your device suffered water damaged while in your LifeProof case, I understand this can be frustrating and inconvenient. When you purchased the case and TWPP it was not registered within the registration period which means that your case and device are not covered by TWPP. However in order to help assist you as best as possible we have allowed you to register the case late so that you can submit a repair request. I checked with our TWPP team and they confirmed that you have completed the registration and submitted the repair request. They will be in touch with more information on the next steps in the process of getting the device back for evaluation. I have included a link to the terms and conditions for TWPP below. If you choose an alternative method to have the device repaired you will not be eligible for reimbursement. If you have any additional questions please let me know. 

http://twpp.lifeproof.com/terms 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof sells a cell phone case that claims to be "shock proof, dirt proof, water proof, & snow proof. Although I followed the instructions, the first time the phone was put in water to take a photo, the case leaked and ruined the phone!! When I called Lifeproof they did apologize that my phone was ruined and told me they would send me another case, but they could do nothing about a brand new ruined iphone. If their case is suppose to protect my phone how can they not be responsible for the damaged phone??

Desired Settlement: I would like lifeproof to pay for the replacement of ruined phone & I would like a refund on the money I spent on the Lifeproof case that did not work. I will never use their cases again!!!

Business Response: I am sorry to hear that your device suffered water damage in your LifeProof case. Each of our cases is tested to confirm they are waterproof or it is never shipped, and we do suggest doing a waterproof test periodically to make sure the case isn't damaged. Our cases can loose their waterproof seal if they are dropped and cracked. As the representative informed you on the phone, our Limited Product Warranty only covers the products the we manufacture, and not the device. Since we don't manufacture that device, we are not able to cover it under our warranty. We do state in the booklet that came with the case, as well as our website what our Limited Product Warranty does and does not cover. If you would like to read the warranty in its entirety, please use the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Since I am only able to cover the case under warranty, what I can do is send you a new one under our free of charge warranty. In order to get this warranty order fulfilled, I will need the make & model of your phone, as well as color and Serial Numbers of your case. Once I have that information I can move forward with the warranty replacement.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My iPhone received water damage the other day from the life-proof case failing to keep water out of it. I have spoken to Life-proof customer service and they said that because it was purchased at Best Buy that i did not qualify for them to replace my iPhone, but if the case would of came from them they would have cover it. The supervisor on duty that day was very rude. Also stated that he would send a new case to me, but I have not yet seen that case in it has been a week now. I also asked since that case was coming from them if it would cover water damage and he stated no because the original purchase was made at Best Buy

Desired Settlement: I would like Life-proof to cover the cost of the iPhone replacement that was 291.19 from the apple store.

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

I am sorry that your phone has been water damaged inside the case. Our cases are advertised as waterproof because we have passed industry standards for the depth/time needed to be waterproof. We do test all cases before shipping out, and do suggest doing a water test before placing on your phone. However, over time the case can get dust between the o-rings causing a bad seal. We do suggest doing a water test every three months, or right before every water submersion for the safety of your phone.

As the representative explained over the phone, we are unable to replace the device under our Limited Product Warranty. Since we don't manufacture the device, we are unable to replace, refund, or reimburse any cost associated with that product. If you would like to read the Limited Product Warranty in full, please see the link to our website below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

I can see the warranty replacement order has been placed, and with the order confirmation of 0013252513. I am sorry you haven't received this warranty replacement as of yet, but I can confirm it has been shipped out. The estimated time of delivery for this product was today. In fact I can see it was delivered to you at 11:05 am and was delivered by the USPS to your address. 

Please let me know if you have any further questions.

Sincerest regards,
*****

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

I am rejecting this response because:

The customer representive stated that if the case was purchased from lifeproof or verizon it would have been covered. The fact that I purchased from bestbuy should not matter. The case and the box has Lifeproof on it. You should give the same warranty no matter where it was purchased.

Regards,

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

Business Response: *******, 

All of our products regardless of where they are purchased do offer the same warranty. The only time your device would qualify for replacement due to water damage would be if you enrolled in the Total Water Protection Program. This is additional coverage against water damage that is purchased at the same time as the case and must be registered within the registration period. It is only available if you purchase the case from lifeproof.com or from a Verizon retail store and there is an additional fee for this. I apologize for any inconvenience this may have caused you, because you did not purchase the TWPP protection we are not able to cover your device. Please let us know if you have any additional questions. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Lifeproof Fre iPhone case started leaking water and started coming apart after purchasing it only a couple months ago. I have filed two warranty claims and never received any response. I've emailed "support@lifeproof.com" twice and only got an automated response and even used twitter to try to contact the company but never received a response either. I am very dissapointed in this company.

Desired Settlement: I would just like a real person I can email. My lifeproof case worked good Until it started coming apart. I would just like a replacement that is covered under the company's warranty.

Business Response: ******, 

I am sorry to hear that you have had difficulty filing a warranty claim. I was not able to find any submissions under your name or email address so I went ahead and started a warranty claim on your behalf. We do need some additional information in order to complete the claim. I have emailed you requesting all of the necessary information, please reply back with this at your earliest convenience. If you have any additional questions please let me know. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: When I purchased my otterbox defender series case for my Sprint Galaxy Note 2 cell phone, it came with a LIFETIME warranty. The first year, Sprint would replace it for free. After that, you had to contact Otterbox directly. I have tried several times, and they say they now only have a one year warranty. That was not the agreement I signed up under, and they should honor the warranty that was valid when I purchased my product. I expect them to replace my currently damaged belt clip (along with all other components for my Galaxy Note 2 defender series case as per their original agreement. And also continue to replace it lifetime as advertised when I purchased their product. I expect them to send me my new replacement to my home address at: **** ******* *** *********** *** ***** ASAP!

Desired Settlement: Full replacement only will be the only way I am satisfied and to continue my lifetime warranty as advertised at time of purchase.

Business Response: ****, 

Thank you for contacting us regarding this matter. OtterBox does not offer a lifetime warranty on our smartphone and tablet cases. We offer a 1 year warranty, however we are always willing to help as long as we have the product in stock even if it is outside of the 1 year warranty. I apologize if this was miscommunicated to you at some point. We would be happy to help you replace this item under warranty. I have created a warranty incident on your behalf and emailed you with all of the necessary information to have this replaced under the warranty. Please reply to this at your earliest convenience. If you have any additional questions please let me know.   

*****

http://www.otterbox.com/warranty-full/warranty-full,default,pg.html

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i got an otterbox with a holster for the samsung galaxy s3 on april 9th from a seller on ebay. it lasted only a few days and a piece that holds phone to the holster snaps off. i contacted otterbox since they are the manufacturer and sent me another one. since then the olster has snapped. the phone only fits in there one way. i am questioning the quality of the product recently. i would like to get a replacement and not have this problem every month of the clip breaking. i have included a picture in a tinypic link there is also a number in the otterbox case the ask about and its**** **********************************

Desired Settlement: want to get a replacement that will last and wont snap within a month

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. I am sorry to hear that you are having difficulty with your OtterBox case. This sort of damage is covered by the manufacturers warranty that we offer. If you follow the link below and submit the requested information and photos we will gladly replace this under warranty free of charge. 

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

Please let us know if you have any additional questions. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a cell phone case online at topotterboxcase.com. It took over 2 weeks to arrive and product was not what I ordered. The package was postmarked from China. Went on their web site to find return policy which was not in English, although rest of site is. No phone # anywhere on site. Followed link to a supposed return authorization form, however no form was there. Tried contacting customer service via the link but nothing. I emailed the only address provided in my email confirmation ************************ and no response.I believe this site is bogus! Product_Or_Service: Otterbox Defender Case for Galaxy S5 Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund Would like a credit for the wrong product. Since I am unable to obtain a RA (return authorization) and no phone # to contact, nor will anyone respond to my email I am stuck. I will not deal with anyone in China!!!!!!

Business Response: Hello ******,

I am sorry you're having trouble with your return. Based on the information you provided in your claim, topotterboxcase.com and otterboxcase.com are not actually authentic OtterBox websites. The only authentic OtterBox website is simply, otterbox.com. In order to get your refund you will have to go through the original retailer as your case was not purchased from us directly. We are unable to assist with refunds or returns from vendors/websites that aren't through otterbox.com. I am sorry for this inconvenience. 

Sincerest Regards,
*****

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

I am rejecting this response because:


No doubt topotterboxcase.com is not an authentic web site so why are they selling otterbox cell cases that they can't back up if something is not right? This is why I was not able to successfully contact customer service OR obtain a return authorization - they don't exist!! I don't buy the fact that they claim a customer of "theirs" must go through otterbox.com if there is a problem after purchasing from them - seems as though they are passing the buck. So where did China come into the picture? My case arrived in a package postmarked from China; no wonder it took so long to arrive. Perhaps otterbox.com should be contacted to find out if in fact they are the go-to vendor for problems encountered by customers who purchased from topotterboxcase.com.



Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: It was decided to purchase the indestructable case for my daughter's iphone5s. She bought the defender series realtree pink case with her 13th birthday money. It was 6 days later on her friend's floor her phone shattered to bits. WOW! Your cases are no better than any others and I made her buy it and now no phone either. ADVERTISED for rugged use and hunters but you forgot to add not intended for a 13yr old at a sleepover. So disappointed and misled we were excited for otterbox. Back to the free with phone cases we have better luck it seems.

Desired Settlement: Honestly the case is worthless at this point...my daughter can't use her phone right at the moment...so if we need to return for refund whatever is necessary. The case is fine its the hundreds of dollars on the phone I am sick over. I thought the case would somehow protect. I would like for my daughter to have her bday money back.

Business Response: Hello ****,

I am very sorry your daughters phone was damaged while inside the OtterBox. As the representative stated on the phone, were are only able to cover the case under the warranty. Our Limited Product Warranty is designed for manufacturing defects on the parts that we manufacture. Since we don't manufacture the device, we are unable to cover that product under warranty. I have tried searching for your information in our systems for a purchase order, but unsuccessful. Typically we can only refund orders placed directly with us, however I am willing to refund the price of the case even if it was purchased elsewhere. All I will need in order to process this case refund is the purchase receipt. Once I get this purchase receipt I can move forward with the refund. I have sent you an email asking for the receipt in our warranty systems. In that email will be more information on what we need to see, as well as a timeline on the refund process.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm writing to complain about a purchase made and they would not honor the discount on their website. They had a $60.00 off on June 15, 2014. Their website stated this discount. So I purchased a phone cover. It went thru the whole process online and they took my money out of my account and I thought I was done. I later received an email, the next day stating that they had a computer glitch and would not honor the discount. I have had correspondence since Monday. Stating that I was now part if the Otterbox family. Then I got an email from customer service stating that they would not honor their mistake. After several emails they refused to honor the discount, and give me a 20% discount instead of what was on their website on June 15th 2014, they are a multi million dollar company they should honor what was on the website! They took my money and as of today June 17th I still have not received my money back.

Desired Settlement: I would like them to honor what their website stated and send me my product.

Business Response: Hello ******,

I am sorry that your order placed on Sunday June 15 was cancelled. Our computer systems did glitch and did add the $50 off at the time of checkout only. Since this wasn't a public official discount on our website, we are unable to honor it at this time. All available public discounts are announced on our homepage, and these are the only discounts we honor to the general public. We have since gone in and cancelled the orders as you are aware, and you should have gotten the 20% email along with being told we can honor this. I am sorry that we are unable to stand be behind the website glitch of $50 off discount. The 20% off is the best discount we can offer. I am very sorry for the inconvenience this may have caused.

Sincerest Regards,
*****

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

I am rejecting this response because:

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for phone cases that were advertised as $0 with free shipping. The company says that it will not honor my orders due to a "website malfunction".

Desired Settlement: I would like to recieve all the goods that I ordered for the price that it was stated for.

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

I am sorry that you experienced an issue during your Sunday purchase checkout. The otterbox.com website had a glitch and did add the $50 discount at checkout. Since this was never an official OtterBox promotion, we are unable to honor this discount. All official OtterBox Promotions open to the public will be stated on our home page. At this time we have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your order was cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite if an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

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

I am rejecting this response because:
Although there was a glitch which resulted in a misprint, the seller is obligated to honor the price stated. My resolution to this problem would be to honor the original price of $0. I look forward to hearing from you soon.
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 otterbox covers yesterday (Father's Day), the site was advertising $50 off a purchase so I placed two orders one for myself and one for my husband. I received an email today from the Otterbox company stating they will not be honoring the $50 off and will be canceling my orders, I turned to their Facebook for information but they were ignoring all inquiries regarding this matter, I believe a company should stand behind their sales. It is completely unethical and irresponsible.

Desired Settlement: I think the business has a responsibility to honor their sale whether it was intentional or not, their mistake is their mistake not the consumers, any other business would honor it.

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

I am sorry that you experienced an issue during your Sunday purchase checkout. The otterbox.com website had a glitch and did add the $50 discount at checkout. This was never intended to be on our website. Since this was never an official OtterBox promotion, we are unable to honor this discount. At this time we have cancelled all the orders because this is something that wasn't supposed to be added to the website. I am sorry that your orders were cancelled, however we have sent emails to everyone with 20% off coupons who were involved with this order error. The charges you see on the card are pending charges. These are simply holds on the account since the "submit" button was hit at checkout. The is common practice with all OtterBox orders, despite where an order is officially shipped or not. We have released these funds from our bank at this time. Once this charge has been reversed, the actual time to get on to the card depends on your bank. It typically takes 24-72 banking hours to reappear back on your card. I am sorry for any inconvenience this may have caused you.

Sincerest regards,
*****

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

I am rejecting this response because:
I placed my order in good faith, believing the site was having a father's day sale because in my cart it advertised $50 OFF YOUR ORDER, I dont beleice this was a mistake but the company simply getting overwhelmed with orders and flaking. 
Regards,

******* ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: LIFEPROOF NUUD PHONE CASE for GALAXY S4 States that it protects phone "SURVIVES DROPS FROM UP TO 6.6FT" Phone broke from a drop of 2.5 - 3ft. Phone fell out of hand and hit the floor. Case does not protect phone.

Desired Settlement: I want cell phone replaced and refund of purchase price of the "LIFEPROOF"case purchase. Samsung Galaxy S4 was only 3 months old.

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

I am sorry that your phone has fallen and has shattered. While our cases are tested to meet industry standards of shock proof, there can be accidents where a phone could break inside the case. These instances are very rare and I am truly sorry this has happened to your phone. Under our warranty we are able to cover the case 100%, however we cannot replace the device. Our warranty is designed for manufacturing defect replacements on our product only. Since we don't manufacture the phone, we are unable to replace it under our warranty. If you do want to read our full warranty, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Again I am sorry that we are unable to replace the device under warranty. I am able to offer a warranty replacement of your current case. This is a free of charge service and I would be replacing the full case. I will simply need the case serial numbers in order to replace the case. Please let me know if you would like to replace the case under warranty and I can move forward with this service.

Thank you,
*****

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

I am rejecting this response because:  Unfortunately, you are missing the entire point of my concerns.  The LIFEPROOF case was fully intact and not damaged.  The problem was it did not protect the phone from a small drop shock.  Your adverstisement on the product's packaging is misleading to the consumer.  A resonable consumer will believe, as in this case, that the phone will be protected from falls from up to 6 feet.    This is false adverstisement!!!!  I do not accept this response and reference to the "warranty" link.   How many other consumers have  been misled by this adverstising ploy?  What is LIFEPROOF's plan of action to resolve this marketing error / misrepresentation?   I am a resonable consumer and strongly believe that LIFEPROOF has wronged the general public and do not want anyone else to spend their hard earned money on the samsung S4 NUUD phone case.  It is clearly a bad model and needs more research and improvement. 

Regards,


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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Feb. 2014 my 13 year old daughter purchased her first phone Iphone 5s and a Lifeproof case with money she saved on her own. She followed the instructions for the Lifeproof case and submersed the case in water without the phone inside for 30 minutes to confirm the case does not have any leaks. Because the case did not leak she put the case on her phone. Last Saturday 5/31/14 a little over 3 mo after buying her phone and Lifeproof case while in the pool taking pictures under water, water leaked into the case. The phone did get wet and has since stopped working to receive or make calls. After a week of trying to fix the phone by resetting the phone and working with the service provider the phone still does not work. I placed a call to Lifeproof after reading that the product is warranted for a year to see if they would replace her phone since the Lifeproof case sells as a waterproof product. I spoke to ***** at Lifeproof and explained the situation and was told because my daughter did not purchase and additional coverage for $10 that would cover her phone there is nothing Lifeproof could do. ***** told me that the additional coverage is only sold at Verizon "brick and mortar" stores and Lifeproof.com. My daughter purchased her lifeproof at Target. ***** said not all retailers selling their product offer the coverage, therefore wasn't offered to my daughter when she purchased the lifeproof case. The case is 79.99 at Target and advertised on the packaging that the product is waterproof, dirtproof, snowproof and shockproof and that the case is fully submersible. No where on the packaging or in the instructions provided with the case is the information about the additional coverage to cover the device inside the waterproof case. The customer is completely mislead from the information provided on the packaging that the device encompassed in the case is safe from water damaged. The case is specifically made for the phone my daughter has the Iphone 5s. The case is clearly not waterproof.

Desired Settlement: Replacement of Iphone 5s white/silver for my daughter.

Business Response: ***, 

I am sorry that your daughter’s phone sustained water damage while in the
Lifeproof case. Each of our cases is tested to confirm the case is waterproof,
and we do suggest doing a waterproof test periodically to make sure the case
isn't damaged. Our cases can lose their waterproof seal if they are dropped and
cracked in some fashion or the seal is blocked by dirt or debris. As the
representative told you on the phone, the Limited Product Warranty only covers
the Lifeproof product, and not the device. Since we don't manufacture that
device, we are unable to cover the product under our product warranty. We do
state in the booklet that came with the case, as well as our website what our
Limited Product Warranty does and does not cover. If you would like to read the
warranty in its entirety, please use the link below.



http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

 

The Total Water Protection Program is additional coverage that is offered for the
product however it must be purchased with the case and is only offered at
Verizon retailers and from Lifeproof.com. We would be happy to replace the case
under the warranty. I apologize for any inconvenience this situation may have
caused you. Please let us know if you would like to proceed with the warranty
replacement. 

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

I am rejecting this response because Lifeproof should replace my daughters phone. She followed the instructions provided with the case she purchased. 
It is offensive that Lifeproof ask a price of 79.99 for a case that is not ultimately waterproof and assumes the case was dropped causing a seal to break.

Lifeproof you should replace my daughters Iphone 5s phone since it was ruined while in your waterproof product.

I hope consumers will read this complaint and not spend the high price, not only monetarily but taking the risk of ruining their device in a lifeproof product.

Regards,

*** *****

Business Response: Hello ***,

I am sorry this has happened. As I stated earlier we cannot cover your daughters phone under warranty because our product warranty is there to cover our product only for manufacturing defects. We do offer the additional TWPP program as an additional purchase to help with these exact accidents. Since you didn't purchase the TWPP program, there is nothing we can do for your daughters phone. The best thing I can do is offer is a refund for the case itself. Since the case wasn't waterproof and it didn't offer a water tight seal, I will be happy to refund the price of the case. I have sent you an email asking for a picture of the purchase receipt. Once the picture is received, I will be able to refund you the price of the case.

Thank you,
*****

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

I am rejecting this response. As I stated in the first response the insurance **** mentioned is only sold at Verizon "brick and mortar" stores and the Lifeproof website. This insurance was not offered or available for purchase at Target where my daughter purchased the Lifeproof waterproof case.

Lifeproof should not market and sell their cases in stores where the insurance is not offered for just the reason of what happened to my daughters phone.

There is no need to send a refund the purchase of the case. Target allowed us to return and provided a full refund for the case.

Lifeproof has ignored a perfect opportunity to do something a company that believes in their product should and brighten the day of a young consumer. These are basic fundamentals of a company with good integrity and service for products offered to consumers.



Regards,

*** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am not able to contact the company for warranty. No one answers the phone. Their website does not work either.

Desired Settlement: Fine them for not honoring their warranty.

Consumer Response: They do not answer their phones and their website does not work.  I want my money back.

Business Response: Hi *****, 

I apologize if you have had difficulty getting through to us, we have had higher that normal call volumes which has increased our wait times. I have not heard on any issues with our website but I would be happy to talk with our IT team about this if you could let me know what kind of trouble you have been having with our website. I see that you did speak with one of the supervisors in our customer service department earlier today and that you disconnected the call before he could assist you. You mentioned that you would like us to honor our warranty, we would be happy to do so. I have sent you an email with all of the necessary information that you will need to provide to have your product replaced under warranty. If you have any additional questions please let me know.  

*****

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

I am rejecting this response because:  These are lies.  Standard nonsense for companies that are understaffed and poorly managed.  I sent an email requesting a call back.  Days later on a Saturday morning I think it was I get a call.  The caller asked me what was going on she had no clue.  I was in a meeting with a home inspector and could not take the call.  I asked her to call later that day and of course no call.  The BBB has a better response time then Otter Box.  Where is my refund?   

Regards,

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

Business Response: *****, 

I would be happy to help you resolve this situation. If you can let me know what you need assistance with we can explore what options we have to rectify the situation. I attempted to contact you by phone but there was no answer. Please let me know what you need help with. 


***** 

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

I am rejecting this response because:

Someone did call.  Sorry I cant get to every phone call every minute of the day.  I tried calling back and once again their phone system will not allow me to get to a human being.  It would be faster to go buy a new one then trying to contact a company that intentionally does not want to speak with customers.  That is BAD BUISNESS.  SEND REFUND NOW.


Regards,

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

Consumer Response: Second same response today.


Someone did call.  Sorry I cant get to every phone call every minute of the day.  I tried calling back and once again their phone system will not allow me to get to a human being.  It would be faster to go buy a new one then trying to contact a company that intentionally does not want to speak with customers.  That is BAD BUISNESS.  SEND REFUND NOW.

Business Response: *******, 

I am sorry that you are having difficulty reaching us by phone, as we have mentioned we are experiencing higher than normal call volumes so our wait times have been a little longer than desirable, but we are absolutely here assisting our customers. I am happy to help resolve any issues you are having but I need to know what you need help with. It sounds like you need to have an item replaced under the warranty. I have emailed instructions on how to submit the necessary photos for the warranty. If you are pursuing a refund and your item was not purchased from otterbox.com you will have to return the original retailer. If you have any additional questions please let me know what they are so that I can assist you.

***** 

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

I am rejecting this response because:

We are going in circles.  What's *****'s phone number?  No one answers the phone.  His link he sent doesn't work either.  

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Otterbox Commuter case in November of 2013 and it broke in May of 2014. Otterbox offers a one year warranty of their product with a promise to repair or replace it. I attempted to have this product replaced and I am finding the process extremely difficult and not customer friendly. It seems as though Otterbox makes their customers jump through so many hoops in the hopes that they will give up and go away. I went to the online warranty form and filled out all the required fields and sent a picture of the case. They sent me an email back saying they need another picture. I sent another picture only to get another email saying I need ANOTHER picture. This case is 40 dollars and the value of my time invested in having the case replaced has far exceeded the cost of the case. At this point I am unfortunately doing this out of principle. Please help me get this issue resolved and alert future customers about the Otterbox warranty replacement issues. Thank you, ****** Warren. Here is my Otterbox Incident Status Number, *******. Please see my communication with Otterbox below. (Thank you for responding to our photo request. Unfortunately, we did not receive all the necessary information to process your replacement. Please review our warranty requirements and resubmit your photo so that we may proceed with your claim. Follow this link to complete your warranty claim: Click here Please respond to this email if you have any questions. Notes from ********: Thank you for the picture! I just need one more will your fully dismantled OtterBox case, and I can get your replacement sent out to you.) (Hello ******, Thank you for responding to our photo request. Unfortunately, we did not receive all the necessary information to process your replacement. Please review our warranty requirements and resubmit your photo so that we may proceed with your claim. Follow this link to complete your warranty claim: Click here Please respond to this email if you have any questions. Notes from Taylor: Thanks for getting back to us! We do still need to see the entire case. The picture should show the inner silicone and the outer plastic. The case damage should be clearly indicated in the picture. We also need the 4 digit number from inside the silicone layer. This number starts with a 6 or 7 and is in a square or circle next to the country of manufacture. This information will help us verify what case you have and make sure to order the correct replacement. There is a template provided for your convenience. Please remember to include your name and today’s date alongside the number on the paper. The paper should show next to the case in the photo. Thanks so much!)

Desired Settlement: A replacement Otterbox Commuter Case

Business Response: Hello ******,

I am truly sorry you have been experiencing some issues with your warranty claim *******. It is definitely not our intent to make you "jump through hoops" or make our warranty difficult. I can see the reason why we kept asking for photos of the warranty is because the picture was missing the silicone piece. Our warranty pictures requirements do state we want to see the entire case in the photo. This helps use determine they case series, full color, and it also helps us determine which parts need to be replaced. Sometimes we do have to send a full case replacement as opposed to parts under warranty. However, after further review of the warranty claim, and the run-around you have received, I have determined the warranty claim pictures sufficient enough to resolve. I do apologize again for the confusion and frustration regarding your warranty claim. You should get an email shortly stating the claim has been resolved and an order has been placed.

Please let me know if you have any further questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 29, 2014, I purchased an Otterbox Defender series case for my iPad 2. Yesterday, on June 9, 2014, I started using my iPad and the sound wasn't right. I checked my settings and physical appearance of the iPad and discovered that a magnet from the hard outside shell of the case had become loose and lodged itself in between the speaker and the hard inner case, ruining the function of the speaker. I called customer service and they say all they can do is replace the case, that they are not able to repair or replace my iPad. They refused to escalate the problem or give me contact information for their corporate office. I can no longer use my iPad speakers. I can no longer Skype or FaceTime my family a few states away. I can no longer watch videos or tv via my iPad because the sound is distorted.

Desired Settlement: I want Otterbox to repair or replace my iPad 2.

Business Response: ****, 

I am sorry to hear that you are having difficulty with your iPad, I understand this can be a frustrating situation. OtterBox covers all of our products under our manufacturers warranty, I see that we have already ordered a replacement case for you. Our warranty does not cover any item that is manufactured by a company other than OtterBox, so your iPad cannot be covered under our warranty. I did some investigating on this situation. The magnet that is used in the shield stand is shorter than the opening between the speaker of the iPad and the hard shell of the case the magnet is able to move in and out of this space without becoming "lodged" in place. I know this is a frustrating situation but we will not be able to assist you with your iPad. I apologize for any inconvenience. Please let me know if you have any additional questions. 

*****

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

I am rejecting this response because: it resolves nothing. They can apologize all they want and tell me they "understand", but the truth is they really don't care. They can send me a brand new case, but it does not fix my iPad. ***** can come to my house and I will show him exactly how the magnet was lodged in between the speaker and the hard case. 

Regards,

**** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Lifeproof case advertises case is waterproof up to 6.6 feet, even say this on its box. The nature of purchasing a lifeproof case is to protect your phone. We purchased a Lifeproof case on 5/11/14 at Best Buy. My daughters phone, with the lifeproof case installed properly, was dropped in the swimming pool last night- only submersed 2 feet max (pool was only 6 foot total depth). Her phone got wet and is ruined, despite being in the "waterproof" lifeproof case. I contacted the company on their toll free number, and was told that Best Buy doesn't participate in the waterproof warranty program to pay for phone replacement. The company advertises on TV that they cover phone replacement if their product doesn't work as statted. The company will only offer to replace the case- not the phone. The nature of their product is protection of the phone. When their product doesn't work, the phone is what needs replaced. This company has completely used false advertising of their warranty and their products protection- definitely NOT waterproof.

Desired Settlement: I do not want another case- the cases don't work. I want the companhy to stand by their product and replace my daughters phone- as they advertise they will.

Business Response: Hello ******,

I am sorry that your daughter's phone was water damaged in the case. We do advertise our cases as waterproof, and we do advertise that we can replace devices. However, the only way we are able to replace devices is if you purchased our Total Water Protection Program (TWPP). This program is additional water insurance for the device in case the product leaks. This program is only offered through lifeproof.com and Verizon stores only. I am sorry that you purchased your case through Best Buy and were unable to purchase this program, however we cannot replace devices without the TWPP purchase. As it is stated in our Limited Product Warranty, the warranty itself does not cover and is not responsible for the device itself. The Limited Product Warranty is set in place for manufacturing defects and user error on the Lifeproof product itself. Since we don't manufacture the device, we cannot refund, reimburse, or replace that product. If you would like to read our Limited Product Warranty in full legal form, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

What I can do for you is replace the case free of charge under our warranty. All I need from you is the make and model of your phone, as well as color and Serial Numbers from your case. Once I have that information I will get a warranty product ordered for you.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two cases from this business on February 15 2014. They took my $159.98 out right away and sent me a confirmation for my order via email. I waited for a shipping confirmation and after two weeks of not hearing anything I ordered from another company and requested to cancel the order via email threw the website. It obviously never went threw or they ignored it because within a couple of days I received an email confirming shipment. From there I called customer service and told them what had happened and the lady from life prof told me to take the cases back to the post office and return to sender and when they received them I would receive my refund. Well I waited and waited and called they said they hadn't received them yet so I waited and by April I went to the post office and had them check the package. They had received it on the 28th of march I've called twice since I found out they had received the package they keep telling me they are putting in an order for their manager to process the refund and the last time they said their financial department to call me that was before Memorial Day weekend . I've received nothing from them.

Desired Settlement: To have my money returned because they have received their product months ago.

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

I am very sorry that you have returned the package and still haven't gotten your refund. At the time that you were submitting everything for your refund, we were in the midst of changing systems and unfortunately a lot of the older refunds got stuck. I have created a new refund for you. Since the product as been returned, I have pushed through this refund. Here is the refund order number: **********. Since this original order was in an older system, this refund is going to come in the form of a check refund. This will be a physical check sent to you in the mail. Please allow 4-6 weeks for that check to arrive. I sincerely apologize for the confusion, delay and frustration. Please feel free to email me back with any further information.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Case From LifeProof company at A Verizon Wireless store in Lebanon TN, because I had upgraded my cellular device. LifeProof states plain and clear that their case protects against shocks stating on the front "SHOCK PROOF -LifeProof is slim but tough. It is designed to meet or exceed military standards and tested to 6.6 ft (2 meter) drop. well low and behold I dropped my phone accidentally onto our concrete outside Saturday. I contacted them with my receipt and purchase info, as I have kept perfect records just in case of such an event. all they responded with was a very vague e-mail stating and I quote "Dear *******, Notes from ******: I'm sorry that your phone crack while inside the case. Unfortunately, we do not replace/ fix the phone. We do replace the case. We can get you a new case. Sincerest Regards, ****** LifeProof Customer Service ###-###-#### " obviously all their so called protection measures mean nothing when they aren't willing to stand behind their " military grade testing" when it couldn't even hold up to my 4 ft drop in my driveway. I wish I had never been sold such a fabulous protection means, when in actuality it hasn't protected my phone at all. now I am out a very expensive phone, my contacts, anything important I might have needed off my shattered phone, and a nearly $100 case that was supposed to protect my phone. please help.

Desired Settlement: I would like my phone to be replaced, I would also like to see " military grade testing" removed from their boxes, as it is false, and untrue.

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

I am sorry that your phone has broken and while inside the Lifeproof case. As the rep did state in the very vague email, our product warranty covers the Lifeproof product only. Since we don't manufacture the device, we are unable to replace, reimburse, or refund any costs associated to that device. Our case does advertise the military grade standards, and we are able to do so because our cases have passed those industry standards. It is a rare accident and freak fall when a phone case and phone might break together. Our cases do add protection to the device that wasn't there previously. However, our cases do not guarantee protections. If you would like to read our Limited Product Warranty in it's full legal form, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Since our warranty only covers the Lifeproof product, I can only work with this case. If the case is cracked, I am happy to send out a new one under warranty. The only things I need in order to proceed with the warranty is the case color, make, model, and Serial Numbers. Once I have that information I can proceed with our free of charge warranty.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company claims that their phone case is waterproof, dirt proof, snow proof, and shock proof (exactly as it reads on front of box) It also claims it's fully submersible to 6.6 feet (again as it reads on the box). This phone case failed in the waterproof claim. My iPhone 5s is ruined and is not working now after using this phone case and I just purchased both on 2/15/2014. At 80.00 for each case one would think it would work. No where on this box does it state it does not guarantee your device if their product fails. The way it all reads on the box is it is guaranteed to work. No where does it state it could fail and that they are not held liable if their product fails.

Desired Settlement: I would like the 80.00 refunded I paid for the case and 199.00 to replace my phone, a total of 279.00. I also think their packaging needs to be changed and it needs to state on the box that your device is not guaranteed and that this case is not 100% guaranteed to work.

Business Response: Hello *****,

I am sorry that your phone has been water damaged while inside the Lifeproof case. It is correct that we do advertise our cases to be waterproof for 6.6 feet for 30 minutes. We are able to state this as our cases have met industry standards allowing us to use this verbage. I am truly sorry your phone has been damaged from inside the case. Our Limited Product Warranty is stated in three main places for your convenience and education. The three spots to find our product warranty is on the bottom of the packaging simply saying "One-year Limited Product Warranty", the full warranty in the booklet that comes with the case, and lastly on our website also in the full legal format. As stated in our Limited Warranty we are unable to cover the device. Since we don't manufacture the device, we are unable to replace, reimburse, refund any price associated to the device. If you would like to read our Limited Warranty in it's entirety, please see the link below. 

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

If the case is damaged I am happy to move forward with the product replacement as promised by our product warranty. This is a free of charge service, and replaces your current case with a brand new replacement. In order to proceed with the warranty, I will need the front and back serial numbers from the case, as well as the current case color. Once I get that information I will be able to move forward with the warranty replacement.

Sincerest regards,
*****

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

I am rejecting this response because: You do offer more coverage for phone devices if water damage occurs for specific phone carriers if they are damaged while using your product. Unfortuately, you do not offer that coverage through AT&T, my phone carrier. Therefore the statement that you do not offer coverage for a phone device is false. I have my receipt for my phone and the phone case along with all the packaging. I want a refund for the case ($80.00) because your claims that your device is safe with your phonecase is false and nowhere on the box does it state your phone is not covered in case of any damage so I want a refund for my device in the amount 199.00 (what it took to replace my damaged device). I do not want another case because I do NOT trust your product.

Regards,
***** ******

Business Response: *****, 

We offer the same warranty regardless of who your service provider is. The only time you would be eligible to have your device replaced would be if you enrolled in the Total Water Protection Program. This is additional coverage for the device that can be purchased for an additional fee at the time you are purchasing your case from Lifeproof.com or from Verizon wireless retail stores. Because you are not enrolled in TWPP your device is not covered and is not eligible for replacement. I apologize for any inconvenience this may have caused you. Please let me know if you have any additional questions. 

*****

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

I am rejecting this response because: It is not resolved and I have not received a refund.

Regards,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have owned three LifeProof iPhone cases during the last four years. I purchased these cases to protect my iPhones from "water, dirt and dust", as the LifeProof website says. My prior two LifeProof cases proved to be very good cases that protected my iPhones against all the "water, dirt and dust" plus countless impacts with the ground, these cases lived up to the advertisement. I upgraded to an iPhone 5S in December of 2013 and promptly bought the Lifeproof Fre case for the new phone at Best Buy in *******(on Michigan Ave) on 12-06-13 for $87.39. When I arrived at my home I tested the new Fre iPhone case in water, as per instructions in the box. After completing the test and noting no detectable moisture in the case I placed my new iPhone in it and have been using it without a problem. My family and I traveled to the Bahamas on May 18,2014 to trial a sailboat and to visit the Exumas. On May the 21, 2014 I had my phone in my shorts when we boarded the dingy to go ashore, something I have done many times before with my previous iPhones in LifeProof cases. This occasion, however, I noticed the pictures I was taking with my phone were foggy and after examining the LifeProof case and phone I noticed moisture in form of condensation, not soaked through. I opened the case and started to dry the cell phone as soon as I realized the failure of the case seal, the phone began to work oddly at first and then showed low battery and then it shut down. When we arrived at the hotel I tried to dry the iPhone some more, I removed the SIMM card and the next day I tried to charge the phone but without success. The iPhone does not work. I called LifeProof support today and spoke with Sheina who informed me that she could get a damge file started with the company to replace the case, but there was no coverage on the iPhone. She proceeded to explain that I would have been covered if I had purchased the "Waterproof protection plan", but since I bought it at Best Buy I could not have purchased it in any manner since it is only offered when purchased directly from LifeProof. (According to Best Buy, "any manufacturer warantee applies" when a product is purchased at Best Buy.) I, like any customer, am guided by the multiple web pages on an ad and make choices beleiving the ads are true and in good faith. In this case, my experience had proved to me that these LifeProof cases did meet the standards that the ads on the LifeProof web site 'garrantied"

Desired Settlement: The ideal outcome would be for LifeProof to make things right and live up to their much tauted claims of waterproofness of their cases. My iPhone was not in water to the depth that is advertises as acceptable - and if they are not going to offer the Waterproof Protection Plan for purchases made at other retail outlets then do not sell LifeProof products through these outlets. I have sought preliminary legal advice, but hope I do not have to resort to anything beyond this communication for repair/replacement of my iPhone 5S and refund for the amount I paid for the faulty LifeProof case and/or LifeProof should remove ALL claims of their products being waterproof from any of their advertisements and their website. Sincerely, **** W. ********, MD

Business Response: Hello ****,

I am sorry that your phone has been water damaged while inside the Lifeproof case. We do advertise our cases to be waterproof because we have passed industry standards for waterproofing, and thus we are able to use that in our advertising. While we use this verbage on our packaging, that doesn't means it's guaranteed. The tests required to pass the industry standards are simulated everyday experiences, but life can push a product beyond it's testing. As the representative told you yesterday, we are unable to cover the device under our warranty. The one-year Limited Product Warranty is a warranty coverage for the Lifeproof case only. Since we don't manufacture the phone, there is no way to reimburse, replace or refund that device. This Limited Product warranty is stated on the box, in the booklet that came with the product, and through our website. If you would like to read the Limited Warranty in full, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do have an "insurance policy" through our website called the Total Water Protection Program or "TWPP". This is the water protection we offer as an additional purchase through our site the representative had explained to you. We do offer this as an exclusive lifeproof.com and Verizon only program. I do apologize that there isn't a way to purchase the Total Water Protection Plan from other retailers, or purchase the program after you get your new Lifeproof case at another retailer. I am still happy to replace the case free of charge under our product warranty. I will simply need one picture of the case and the Serial Numbers located inside the case in order to proceed with the warranty.

Sincerest Regards,
*****

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

I am rejecting this response because: I believe this not to be a fair settlement of the problem.  The Fre case is either waterproof to 6'6" or it is not.  I believe that the LifeProof company is missrepresenting their products and misleading the consumersn into beleiving that their is a "waterproof protection" to the device they place inside the case.  

The instructions in the package that the case comes in states that the case must be water tested at home, something I did, before you can trust the case to be waterproof!!  This is giving the consumer an implied gaurrentee of waterproofness.

Regards,

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

Business Response: Hello ****,

Again, I am sorry that the case leaked while the phone was inside. The only other option I can offer is a refund of the case. Since the case didn't remain waterproof after our testing and after your testing, a refund is the best offer I can make. This check refund is literally just that, a check with your information on it so you can place it back into your account. This money can go towards anything you want (phone repair, new phone upgrade, etc) and this check refund arrives in the mail. Since the case was purchased at Best Buy, we don't have the confirmation of purchase to cut the check. If you could please provide a picture of the receipt, I can then move forward with the refund. Once you send this receipt to me, please allow 4-6 weeks for the check to written and then mailed to you.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing because I purchased an OtterBox Defender case for my iPad Air and after several months the plastic tabs broke off on the shell housing and the plastic screen cover also started to separate from the shell and when the tabs broke off after several times removing the slip cover silicone it to became loose and started to tear on the bottom portion may have been partially my fault but should not have been so weak as they say the otterbox is the best iPad air protection. After filing a warranty claim online they kept telling me to send pictures and more pictures every time I would send a picture they would send another request for something else making it very very difficult for the average consumer to collect a replacement on their so called warranty policies. I have sent the requested pictures and after like the 6th attempt they finally accepted and said they are going to send the shell portion only. I have attempted 3-4 more times to email them back and they will no longer respond the incident number they gave me is : ******* and a so called order number of : **********. I paid almost 99.00 for this case and customers should be treated a lot better then this. Please help ! Regards, ******* *******

Desired Settlement: I would like to have the entire case replaced under the warranty as described and for all the trouble maybe something like a complimentary iPad air item or even just an apology. The reps name was ***** from OtterBox Customer Support.

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

I am sorry that the warranty procedure was a bit of a hassle. I have looked into your incident and I can see we did do a number of picture re-requests. I am sorry that we had to send so many re-requests asking for the correct information. I can see with the most recent photo, it does show all the proper information as well as showing where the silicone was damaged. I am sorry that no one has reached back out to you with this warranty. I am placing a new order with all the correct parts. Please keep an eye open for the order number. I will also be sending this with expedited shipping on account that we never got back to you with your newest photos.

Sincerest Regards,
*****

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

I am rejecting this response because:
Not only was this whole experience a complete hassle but the reps just completed ignored my email replies all the way until I files this complaint with the BBB. After such an emotional and extremely stressful situation the supervisor that answered this message was the one that finally somewhat fixed the problem. After the lengthy warranty process hassle I actually threw away my complete broken Otterbox including the defender series shield stand after being completely fed up with the situation. Well after the complaint OtterBox finally sent me the shell and slip cover so I then had to buy from them again the shield stand at almost another $20.00 so in turn after the hassle and money I have to buy replacement shield and this OtterBox defender for the iPad air is almost costing me $120.00. What a mess. Thanks for the partial help you have given me.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an OtterBox Armor case for my iPhone 5. The company claims it will protect my iPhone in up to 6.6 feet of water for 30 minuted. I wanted to use it to take pictures while snorkeling on vacation. When I received the phone I tested in the sink first without then with my phone and all seemed ok. I didn't use the case until my vacation on the trip when I intended to snorkel and as soon as I took it in the water, my phone began acting funny. Turns out my phone in the Armor case was in 2 feet of water for less than two minutes and it ruined my phone. The phone was unfixable and I had to pay $300 for replacement. Per their warranty, Otterbox would only refund the $50 for my case (minus $5 for shipping). After my incident, I left a review about the product on ********** and noticed several other reviews claiming water leaked into a brand-new case after a short period of time. Additionally, when I went to replace my phone at the ***** store the store technician told me that in their experience they found the case to not be waterproof. I would argue if the phone can not withstand water for even a short period of time in shallow water the company should not be allowed to advertise there phone case is "waterproof" and list such specifics as in up to 6.6ft of water for 30 minutes. It's misleading, false advertising, and it causes the customer to have to make a very pricey replacement that they will not cover.

Desired Settlement: I want Otterbox to pay for the replacement of my phone (I have the receipt) and to stop advertising their product is waterproof when it is not. I'd hate for other people to lose money on a product that is not what it claims to be.

Business Response: Hello *****,

I am sorry that your phone has been water damaged while inside our Armor Series case. Our cases are advertised at the 6.6 feet for up to 30 minutes as you stated. We are able to use this terminology because our cases have passed the industry standards for what makes a waterproof case. We have also tested our cases in our distribution center to be waterproof, and we also suggest the case be tested one more time once it arrives to you. It is very rare when a phone gets damaged inside the Armor Series case. I am sorry that you heard from ***** employees they have heard this before, or that it is a common occurrence. The cases are indeed waterproof and often times the waterproofing can be compromised if there is dust, debris, or something affecting the o-ring seal on the case. As the representative stated over the phone, we are unable to do anything for the device. Since our Limited Product Warranty only covers our product, we are unable to cover devices we don't manufacture. If you would like to read our warranty in full, please see the link below:

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

I can see we have a Return Merchandise Authorization (RMA) in affect right now. I have removed the $5 RMA shipping label free for you. So once we get the product back, you will receive your full taxes and price of the product back.  Given the circumstances, I would be happy to do the refund of the case, as well as offer a new case under warranty. If you don't want the Armor Sereice, I can make an exception and send out any other case for your phone. If there are other cases that we sell for your phone that you would like better, please email me back and let me know Series and color. Once I have that information I can place a new warranty for that new case under our free of charge warranty service. Please see the link below for a full listing of cases offered for the iPhone 5/5S.

http://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/Search-Show?q=5S

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and will accept their offer. I appreciate it being explained to me that they followed certain testing standards to qualify as a "waterproof" case so really the standards need to be revised but that is not for Otterbox to decide. Still, I wish Otterbox did a better job of warning the consumer about the likelihood of the phone being ruined by a little dust getting in the case and compromising it's protection. Had I been warned, I probably wouldn't have chosen to entrust my phone to a waterproof case.


Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Lifeproof claims to be water proof however it is not and when contacting the company they will only replace the lifeproof cover if it is faulty, yet it works sometimes and not other times, there is no way to know if the product has failed until it fails and lifeproof does not guarantee the electronic device only replacing their cover if proven defective. Once the electronic devise is broken who needs another cover or for that matter would trust using the new cover on another device. The ads show people in the water and give customers the advise that it is safe in water but they won't replace ruined devices. I know now of many others with similar problems and no resolution. Can you please help? Can you help me get the message out that with a name like LifeProof it isn't? What can I do next?

Desired Settlement: I would like a refund for the lifeproof cover and a replacement I-Pad

Business Response: Hello ******,

I am sorry that your phone has sustained water damage while in the Lifeproof case. Each of our cases are tested in our warehouse for waterproof confirmation, and we do suggest doing a waterproof test periodically to make sure the case isn't damaged. Our cases can loose their waterproof seal if they are dropped and cracked in some fashion. As the representative told you on the phone, the Limited Product Warranty only covers the Lifeproof product, and not the device. Since we don't manufacture that device, we are unable to cover the product under our product warranty. We do state in the booklet that came with the case, as well as our website what our Limited Product Warranty does and does not cover. If you would like to read the warranty in its entirety, please use the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Since I am only able to cover the case under warranty, what I can do is send you a new one under our free of charge warranty. In order to get this warranty order fulfilled, I will need the make & model of your phone, as well as color and Serial Numbers of your case. Once I have that information I can move forward with the warranty replacement.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a LifeProof case from this company on March 27th, 2014 for my iPhone 5C. I installed the case properly and also water tested it as they request and it worked properly. It protected my phone for approximately 2 months at which point the case malfunctioned and a piece fell off (unbeknownst to me), rendering the case penetrable to water. My phone was exposed to water on May 24th, 2014 and because of this defect, my phone suffered severe water damage, no longer works, and cannot be repaired. The case cost $80 and the website boasts it's year long warranty as well as exceptional waterproofing qualities. Not only am I out the $80 that the case cost me, but my $550 cell phone that I cannot afford to replace. The company not only refused my request for a device replacement but also did not want to give me a refund for the case. All they offered was a replacement case. I realize on the website they claim the case is warrantied for a year and they held true to that, however, when the case defects, it also ruins the device it is supposed to protect. When I called to get my issue resolved the customer service representative I spoke with was very uninterested and did not seem to care that I was out almost $800 because of the defective product they sent me. When I buy a case that is almost $100 I do not expect crucial pieces to fall off after 2 months nor do I expect to have to check to make sure these pieces are intact every day (as the customer service agent sarcastically suggested I should have done). I'm appalled not only at the customer service of this company but at the complete lack of pride and confidence they have in their product and the price they charge for such a poorly made product. When they sell a product that claims to completely protect my expensive phone they should be ready to make amends when their product fails 2 months into it's use.

Desired Settlement: I would like LifeProof to refund me what I paid for the defective case ($71.99) and also replace the phone (retail value of $549.00) that I lost due to the defective product they sold me. This is entirely possible based on another program they have available even though they claim it isn't. I am simply asking they fix the problem and get me back to where I was before I ended up in this mess that is their responsibility.

Business Response: Hello *****,

I am sorry that your case has broken, which caused the case to leak and prevent the phone from being water damaged. Under our warranty we are unable to replace, refund or reimburse the phone. Since we don't manufacture that device, we are unable to help with any costs associated with the device. Our limited warranty is stated in three places for your convenience. First we state the "Limited Product Warranty" on the bottom of the box, second place is in the booklet that came with the case, and third spot is on our website. If you would like to read our full legal warranty, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

We do give suggestions on "care and maintenance" located in the booklet that came with the Lifeproof product. In those care and maintenance instructions, we do suggest doing a water test every three months, and before every water exposure. We also state checking the case, charge port and jack cover after each impact to make sure there isn't damage to the case. After each impact, in the same section for checking ports and case, we do state a redo water test before water exposure. Since the case is damaged I would be more than happy to replace that for free under our warranty. I will simply need the Serial Numbers from the case, as well as current case color. Once I get that information I will be able to move forward with your warranty replacement.

Sincerest regards,
*****

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

I am rejecting this response because: I understand your warranty.  I don't need to re-read it but thank you for pointing me in the right direction.  Warranties can be over ridden at any time and since your product has cost me a significant amount of money and hassle because it was defective, that is what I'm asking for.  It is false that you are "unable" to help with costs associated with my device because you don't manufacture it because this is exactly what you do if customers purchase your extra water protection program.  You claim you will replace the phone for $50 which indicates you will work with the manufacturer since most phones do not cost $50.  I have provided the link to this information in case you need it.

http://www.lifeproof.com/en/total-water-protection-program/

I also understand that you recommend a water test every 3 months.  The case was water tested and installed on March 27th, 2014 and malfunctioned on May 24th, 2014.  This means that the case malfunctioned less than 2 months after it's initial water test so I would not have known to test it again at that point.  There also was no impact or trauma to my phone so I would have not known to check to make sure all of the pieces are there.  There should not even be a recommendation to do such if you are going to sell a case for $100 and claim it lasts a year and will protect against water and shock, but that is an opinion on how to run a successful and legitimate business so we'll leave that alone for now.  I don't want or need a replacement case because I do not have a phone anymore to put it in and cannot afford to replace it.  It makes absolutely no sense that you are willing to replace a product that failed to protect the device it served because in most cases, the device no longer works so there is no need for a case.  I am asking you to make amends for the problems you have caused me which involves replacing the device as well as a refund for the product you sold me that malfunctioned.  Even if I was able to afford another phone, I would not trust your product with it anymore because I want to avoid this whole situation again at all costs.

Regards,

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

Business Response: Hello *****,

Thank you for reaching back out to me on your claim. We do have the TWPP (Total Water Protection Program) in place for just these occasions. Our TWPP system is additional water insurance just in case the case leaks. In order to qualify for the Total Water Protection Program, you needed to purchase TWPP at the time of the case purchase, as well as go through the proper registration for that device and case. If you have purchased the Total Water Protection Program and did all the registration requirements, I will forward your information to the appropriate group of Lifeproof employees. If you don't have TWPP, unfortunately we cannot retro-act a purchase of this program as it needed to be purchased as an additional cost to the case purchase.

I am sorry that your case cracked, which did lead to water damage to your phone. Our warranty does state that we are not responsible for the device. Our product warranty is there for replacements of the case through manufacturing defects only. As it states in our booklet that came with the case, our cases shouldn't be substitutions for regular device backups or device insurance. Replacing, reimbursement, or refunds for devices is something we absolutely do not break or bend under our warranty. We do give several avenues for insurance options, and do clearly state what the Lifeproof product warranty does and does not cover. Since we offer TWPP and state our cases aren't a substitution for regular device insurance, the best I can offer is a case replacement under warranty. In order to proceed with the warranty, I will simply need the make, model, color of the case, as well as front and back serial numbers of the case. Once I have that information I can 

Sincerest Regards,
*****

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

I am rejecting this response because: Your warranty program makes absolutely no sense.  If you are going to manufacure a product that is supposed to PROTECT another very expensive product, then you should take responsibility for the claims you make about your product being able to do so.  Your company has charged me almost $100 for a case that did not crack, it FELL APART, after 2 months of use.  You have also cost me the price of my device  that I trusted your product to protect.  Your warranty should AT LEAST include an offer for a refund in the event that the product malfunctions and the device is ruined because people obviously don't need another case for a device that DOESN'T EXIST ANYMORE.  I learned recently that your company was bought out by your competitor, Otterbox, and I can't say I am surprised in the least.  The warranty and policies you have in place for a poorly made product that you charge a fortune for are a perfect example of how to run a terrible business.  I don't have another iPhone 5C to put into a new case, so I do not want another case as amends to this issue.  I would like a full refund for the case because your $100 piece of plastic holds no value to me anymore.  You absolutely can bend or break the warranty because I was told this by another employee of your company.  However, it comes as no surprise to me that you don't even communicate the "warranty" you have on your products throughout the company.  I will be waiting for my refund for the case that I purchased and will make sure to pass along this horrible customer service and product experience to everyone I know.  I wouldn't want them to end up in the same situation as myself. 

Regards,

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

Business Response: Hello *****,

Again I am sorry that the case broke, which then in turn allowed the case to leak. Since the case cracked and did not withstand the drop and purchased through us I will be able to process your refund. We have changed systems since your purchase, so the refund will come in the form of a physical check refund. This refund will be mailed to your address used for the purchase order. Please allow that check to take 4-6 weeks to be received. This includes the time to check the old receipt, write the check, and mail the check to you. Please let me know if you have any further questions.

Sincerest regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Here is a copy of the letter I emailed to Lifeproof describing their complete failure to uphold a warranty claim after five submissions of the claim. To Lifeproof Customer Service Management: RE: http://www.lifeproof.com/en/contact/warranty/upload/?guid=4a********************************** *our company’s customer service has been unconditionally terrible. My product broke within the first two days of receiving my item. It was a simple fix and all I needed at that time was a small rubber plug. I immediately submitted my claim via the online system. After waiting one month without response, I resubmitted online again, and then resubmitted again…but there was no response from your warranty department. Finally I called the phone number and waited over an hour to speak with a representative. They advised me you system was having ‘issues,’ but she would take care of me and took down all my information, but then informed me I would need to resubmit a photo online again. This time she sent me a link to upload the picture. I took a picture clearly showing both serial numbers, the problem and included digital writing on the picture with arrows clearly showing the issue and including my signature. Then I received yet ANOTHER delay from your customer support team when they rejected the photo and stated I needed ‘On a piece of paper...WRITE’. I am absolutely fed up with your company’s horrible customer service. I have worked extensively as a customer support agent, client service manager, and claims specialist for multiple Fortune 500 companies and have never seen such lousy warranty support. All I needed at that time was a simple rubber plug worth a few cents, but I have been struggling to get this case fixed for over five months. Digital signatures are legally binding and your support group has dropped the ball yet again...for the 5TH TIME!!!! Your company’s products are not without competitors. Considering my experience, I would recommend buying any alternative waterproof product due to the utter failure of your companies warranty support department. You might want to reconsider creating seriously disgruntled customers over a few cents of parts. I would recommend researching this incident as a ‘training opportunity’ because it appears your department has systemic inadequacies.

Desired Settlement: Replacement parts to be sent immediately.

Business Response: Hello ****,

I am very sorry that you have been having issues with the warranty service. Your warranty claim was actually passed to me a few days ago, and I had sent you email trying to address your concerns. I can see in your warranty claim that we have placed the order for your replacement. The product color you have currently is back ordered and there will be a delay on that order. I re-sent the same email to you once again from my personal email. Please make sure to double check your spam folder as sometimes our outlook emails can go to those folders.

Thank you,
*****

Consumer Response: Better Business Bureau:

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

Regards,

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

------------------------

TO: Lifeproof
RE: Lifeproof warranty issues

Thank you for your quick and thorough response.  Having a functioning water tight case would be very appreciated and if the desired color black is currently unavailable the white/grey would be an acceptable temporary substitute. 

I appreciate your offers.  My previous dealings with the OtterBox Brand have always been positive.  I hope this trend will continue as you incorporate Lifeproof in to your organization.  I received your email and will happily retract any/all complaints as soon as this matter is fully resolved.  I appreciate your assistance in resolving this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Ipod touch 5th generation with the Lifeproof case was in the water and the case was defective because water leaked in and damaged the Ipod and it is no longer working. The orginal case was bought in Febuary 2014. They have agreed to send a new case but the warranty doesn't cover the actual Ipod. We purchased the Ipod 16GB 5th generation for $229.00. The case is supposed to protect the product.

Desired Settlement: I would like a full refund of the purchase of the case. It would be great if we could get a new Ipod touch. I don't have $229.00 to spend on a new one.

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

I am sorry that your iPod 5th Generation has been water damaged in the Lifeproof product. I know it can be frustrating to purchase a waterproof case and something happens where water leaks into the case. We do test our products to meet industry standards, but sometimes accidents can happen where a device may be damaged inside the case. These instances are very rare, and can be caused by a number of variables. We are more than happy to replace the case under warranty since it was damaged. Since we don't manufacture the device, we are unable to replace, reimburse, or refund that product under our warranty. If you would like to review our warranty in its entirety, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof Nuud iPhone case which was advertised as "Fully Submersible to 6.6 ft, Totally sealed from dirt+Dust, Completely Closed to snow+ice,and survives from up to 6.6 ft" (exact quote from the box) at the Apple store on 4/18/2014. The Sales Rep showed me how to install the iPhone into the case, saying that it's a little hard. At home,I did the water test according to the directions and made sure to install my iPhone correctly. I went to the Bahamas a few days later and took some pictures from 1 ft under water on 4/23/14. I took the iPhone out from the case as directed later. However, my iPhone stopped charging 2 days later and the next day, it completely shut down. I couldn't turn on the power. After I came back from the Bahamas, I immediately went to the Apple store. They said the iPhone had water damage and recommended to complain to Lifeproof (maker of the case). After several e-mails and phone calls of claims, they said their warranty policy is for the case only, and that they would replace the case but not the iPhone. I bought the case because I trusted their advertisement despite of its high price as an iPhone case ($89,99 which was 3 times more than regular cases.) Clearly, it was false advertisement. If they printed their poor warranty policy in big letters like their sales points, I wouldn't have bought the product. I really feel I was cheated by the company. Because of the advertisement, I used my iphone under water which caused damage to my iPhone.

Desired Settlement: Desired Settlement Description I had to buy a new iphone using my insurance, with a $169 deductible. I demand that Lifeproof do 2 things. First, put a warranty policy on the face of the box rather than on the small bottom side of the box and in tiny print. Otherwise, many people will have bad experiences like me. Secondly, I would like them to pay my deductible cost of $169.

Business Response: Hello ******,

I am sorry that your phone has been water damaged in the Lifeproof product. I know it can be frustrating to purchase a waterproof case and something happens where water leaks into the case. We do test our products to meet industry standards, but sometimes accidents can happen where a phone may be damaged inside the case. These instances are very rare, and can be caused by a number of variables. As stated by the representative you spoke with, we cannot cover the device under our warranty as we don’t manufacture that product. If you would like to review our warranty in its entirety, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

While I am not able to replace, reimburse, or refund anything associated with the device, I would like to help find a good solution with the Lifeproof product. Since our warranty only covers the Lifeproof case, this is the only product I can work with. I have two options I can offer regarding the Lifeproof product. First I can do a refund on the Lifeproof product since it didn't protect the phone. The second option is to replace the case you currently own under warranty. The warranty replacement is a free of charge warranty and I would send out a new one without question. I would simply need the Serial Numbers located inside the case to proceed with the warranty. If you choose the refund option, the refund does come to you as a physical check in the mail. To complete the refund, I will first need the purchase receipt. This is required by our finance team so they know how much to cut the check. The check is made out to your name which means you can use that money for whatever you need. Often times the refund of the case can cover most or sometimes all of the repair costs. I understand that this doesn't replace the already broken phone, but this is something we can offer to help with the replacement or repair.

If you would like to take advantage of the warranty or refund, please email me back with your case information or an attached receipt, and I can get everything moving on my end.
 
Sincerest regards,
*****

Consumer Response: Dear sirs,
Here is an additional info.  Lifeproof shipped another case on 5/6/14.  However, iPhone costs more.  I don't need the case which is not working as their ads says.  So, in the complaint, I didn't ask for refund for the case, but the compensation of iPhone.  

Thank you.

Business Response: Hello ******,

Thank you for getting back to me. I can see the warranty order for the new case has shipped, which is great news. I do understand you are looking for compensation for the phone, but we do not reimburse, refund, or replace devices under our product warranty. Since we don't manufacture that product, we can't help with the device replacement or repair. This is clearly stated in our warranty as, "LifeProof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than LifeProof." The only option that I have left is offer the refund for the case. This will come as a physical check in the mail. This check is made out to your name, so you can use it towards a replacement or repair of the phone. In order to get the refund I will need a clear and visible picture of the purchase receipt. The receipt must clearly show the product purchased, price of product, subtotal of the receipt, date of purchase, and finally place of purchase. Once I get that receipt I can move forward with the case refund.

Sincerest Regards,
*****

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

I am rejecting this response because: LifeProof hasn't responded to one of my requests which is about their advertisemanet.  I bought the case because I trusted
their advertisement despite of its high price as an iPhone case ($89,99 which was 3 times more than regular cases.)  Clearly, it was false advertisement.  If they printed their poor warranty policy in big letters like their sales points, I wouldn't have bought the product.  I really feel I was cheated by the company.  Because of the advertisement, I used my iphone under water which caused damage to my iPhone.  

I understand they won't compensate my iPhone since they are protected by their warranty policy.  However, I demand that Lifeproof do put a warranty policy on the face of the box rather than on the small bottom side of the box and in tiny print. Otherwise, many people will have bad experiences like me.

I really want them to warn consumers about the risk of purchasing this products.

Thanks and best regards,


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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased LifeProof fre Series Case for iPhone 5 online through ****** (Lifeproof is now owned by Otterbox). Case broke within a week and submitted a warranty request to LifeProof (which was routed to Otterbox customer serivce). After providing serial numbers and all the requested photo documentation, of the case, I was informed that my case is counterfeit and that they would not honor the warranty. ****** is a licensed retailer of LifeProof products, accourding to the LifeProof website (http://www.lifeproof.com/en/fake-lifeproof-case). The case was purchased directly through ****** LLC, not a 3rd party retailer, and I provided proof of this to customer service. Additionally, my purchase didn't trigger any of the other warning signs for counterfeits stated on the website. I told Lifeproof/Otterbox that I was interested in purchasing another case, but that I was concerned that they would again not honor their warranty, and I asked them to explain further how I could avoid purchasing a fake in the future. They said the only way to avoid this was to purchase through them directly, which runs contrary to what is on LifeProof's website about purchasing through an authorized retailer like ******. Given all of this, I feel that they should honor their warranty instead of skirting out of it by claiming the case is counterfeit--a claim which I have no way to know whether it is true or not but at least I did everything correctly in my purchase.

Desired Settlement: Honor their warranty

Business Response: Hello *****,

I am sorry that you have been having some issues with your warranty claim. ****** is an authorized retailer of ours, and with the receipt provided I can definitely see it was purchased and shipped by ****** LLC. I would like to help you as much as possible with your warranty claim. In order for us to send out the warranty item, we must first validate the Serial Number located in your case. I have the serial numbers you filled out in the claim, which are the serial numbers that aren't authentic. However, I know those numbers and letters can be small, so if you could send me a picture of the Serial Numbers to see if I can help validate those for you. I will send you an email from my personal work email for you to send those pictures. Once I receive that email I will do what I can to read and possible resolve your warranty claim.

Please let me know if you have remaining questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an Apple I-Phone 4S in January of this year and purchased a Lifeproof phone case for $80.00 ,had the store put it together, came home to try it out and no water damage, but since then I dropped the phone out of my pocket and fell into a mud puddle, did not use phone for 2 days, tried to turn phone on, does not work, took to Apple and they said there is damage near the camera sensor, cost would be $200.00 to replace phone. Called Lifeproof but they stated that the only thing they can do is replacement of the phone case only and sorry for the phone. I am writing this because I feel the phone case for $80.00 should have protected my phone and if it didn't I feel that they should replace the whole phone and not just the case, what is a new case without a phone? Another reason for this is because when I did call to get this resovled I wanted to speak to a Manager and they just took my phone number and said they'll call me later,, no phone call yet. Please help....

Desired Settlement: I am hoping to have the Lifeproof company either buy me or give me a gift card in the amount of $200.00 to get a new Apple I phone 4S.

Business Response: *******,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

Consumer Response: This is in regards to my complaint about the life proof phone case,from your last email you sent I would like to inform you that I'm not satisfied with the outcome of my complaint.  The company spokesperson notified me and told me that they will not refund me money for a new phone for which they did say it is stated that they will not do this only a refund of their product,I still feel that what they garantee  is that their product protects in approx. 6 feet of water in which in my case did not, it fell in a mud puddle, I still feel a phone should be replaced  I'm now out of a $300.00 investment, how is a new phone case  suppose to clear ip this problem I would really like to see if you could help and get me a new phone from this company wether it states they don't refund or not it's not fair these people are taking people's money for a phone case they do not stand behind, and help their customers. This is a product I will not support.  Please help me if I had money I'd buy a new phone I just don't have money to hand out every time I have a non working phone. Thank you hope to hear from you soon,**** ******

Business Response: Hello ******,

I am sorry that your phone was damaged in the Lifeproof product. As stated in our warranty we do not replace, reimburse or refund for the product as we don't manufacture the product. Here is the official statement regarding devices from our warranty: "LifeProof does not warrant, and is not responsible for, any smart phone or other device made by anyone other than LifeProof." Again, this means we don't cover under our warranty any aspect of the device. We do place in several places in and on the packaging, as well as posting on our website, that we have a Limited Product Warranty. We do this so our consumers can be fully aware and educated on what we cover through our product. If you would like to read our Limited Product Warranty in it's entirety, please see the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Our cases are added protection for what wasn't there initially. We protect phones in drops/falls, snow, dust, and water. While we do test all our products before being shipped out, there can be freak accidents of a phone being damaged in our case. There are a lot of variables as to why a case might fail, and because of these variables we are only able to cover the case with new or refurbished product. Again, I am sorry that your phone broke inside the case. I am still happy to refund the Lifeproof product. If this is something you want to proceed with, I will need a picture of the receipt in order to get the refund process started.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof case for my 13 year old daughter's iPhone. Within 5 months of using the case that LifeProof markets as being "shock proof", my daughter dropped it 4.3 feet landing on its back, and the glass shattered. When contacting them, they said that "although our cases are tough, there are some variables we are unable to predict." For a company that boldly states on their website "Whether you’re adventure inclined or accident prone – the hazards of everyday life are no match for LifeProof", they should stand by their product and pay for repairs to her phone OR change their sales and marketing message dramatically to reflect that they cannot claim to help with "the hazards of everyday life".

Desired Settlement: Repair the iPhone - approximate cost of $99.00

Business Response: Hello ******,

I am sorry that your daughter's phone fell and is now broken. I am also very sorry that the phone has broken, and this has happened despite being inside the Lifeproof product. We do test all of our cases to meet industry standards, which is how we are able to use use the term "shock proof" on our packaging. While we do these industry tests, there can be accidents where a phone could break in the case. These instances are rare. As you mentioned in your claim, and heard from the representative, we are unable to replace, reimburse, or refund for the device. Since we don't manufacture the device, our product warranty cannot cover that device. It is stated in our warranty that we are not responsible for products produced by anyone other than Lifeproof. If you would like to read our warranty in it's entirety, please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

Since our warranty does cover the case, I am ore than happy to replace that product. This is a free of charge service and I need just a few pieces of information in order to proceed. I will need the product model, color and the Serial Numbers located on the inside of the case. Once I have that information I will be able to proceed with the warranty case replacement.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

The serial number in the case that they promised to replace is *********** - a girls color please (pink).

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/23/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my first Otterbox case on March 1, 2014. When I received it, it was defective so I followed the warranty rules to receive another case. After three weeks, I finally received a new case on April 20, 2014. On April 22, my iPhone was stolen and I had to file a claim with my phone insurance company. Fortunately, my phone was not in the Otterbox case at the time. After replacing my phone, I found that the new iPhone 5C does not fit my case that I purchased from Otterbox for my iPhone 5. I explained to several different employees that my iPhone was NOT in the Otterbox case at the time it was stolen, therefore I still have my case and would like to exchange it. Since my phone company sent me a different phone that I previously had, I wrote to Otterbox to see if I could exchange my case for a new phone that fits my phone. I thought that this would be an easy problem given that I did not have that case for more than 30 days, which is in accordance with Otterboxes' return policy. After emailing this scenario to 5 different people at Otterbox, they all said the same thing, "Our warranty does not cover stolen cases." Each time I wrote back saying, you do not understand; my case was not stolen, just my phone. And I would like to return it for a new case that fits my phone." NONE listened. I do not think it is unreasonable to request a return/exchange on a case which is less than 30 days old. I would greatly appreciate exchanging the perfectly good case I have now for one that actually fits my phone. I would understand Otterbox if this was 6 months after purchasing a case, but I am within the 30 days that their company explicitly states is required for returns. They refuse to honor it and I could not be more upset with this company.

Desired Settlement: Return my current Otterbox case for iPhone 5 and exchange it for one of equal value for iPhone 5C, due to extenuating circumstances with phone insurance replacement.

Business Response: Hello ******,

I am sorry that your phone was stolen, which has led to you getting a different style phone. I also want to apologize for the confusion you have had with the OtterBox Customer Service Representatives you have dealt with recently. As of right now we don't have an official exchange policy or system in place to do the exchange. However, given the circumstances I would be happy to offer the exchange. Since we don't have an official system to do this, the only way you can do the exchange is if you send the iPhone 5 Armor case back to us first. Once you mail that back, we will send you out with a new iPhone 5C case. Here is what you need to do to send it back: 

Please choose your own method of shipping. We suggest choosing a method with a tracking number in case the product gets lost in the mail, this way we can still assist you in a replacement. You will want to include a letter inside the package explaining I am offering the exchange and to also include which case you would like on your iPhone 5C. Once we get that back we will go ahead and expedite shipping back out to you so you're not waiting any longer than need be on the exchange. Please address the package as follows:

Attn OtterBox CS
209 S Meldrum St
Fort Collins, CO 80521

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

Hi ***** and other Customer Service representatives from Otterbox. Thank for you reviewing my submission. I am glad that you understand my situation and have explained to me the company policy, or lack of, for exchanging and returning items. As a consumer, it is helpful to have a backup plan just in case, no pun intended. I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

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

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

To whom it may concern,

In the first week of May, I filed my first complaint with Otterbox regarding their return policy for a phone case. After using the BBB to get in touch, Otterbox agreed to my resolution and they shipped me a new case free of charge. When I received the case, it was defective and did not fit my phone, even though it was designed for the exact model that I have. It just irks me that after all I have been through with Otterbox, you would think they would take the extra few seconds to ensure the replacement case is not defective. I am extremely disappointed with this oversight and would like to file a new complaint, if necessary.

Please advise,

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

Business Response: Hello ******,

I am truly sorry that your case arrived defective. All the products we have in our warehouse are new products, so I am not sure why or how you received a defective product. I will go ahead and send another one out to you with expedited shipping. Again I am sorry that this happened and I will work our Distribution Center to make sure this one works.

Thank you,
*****

Consumer Response: To whom it may concern at the BBB,

It should be known that my previous complaint was filed and Otterbox claimed it would take care of the issue. Well, they tried and sent me another defective case. Of the four cases I have received from Otterbox, TWO have been defective.  Also my replacement case they sent was $20 cheaper than my original case I purchased and as far as I am concerned, Otterbox owes me $20 and a new case that is not defective. All I have to say is that you would think a company without a return policy, especially who has been working with the BBB with a customer, that they would ensure the product that arrives to me is NOT defective. And it is very clear that no one at the company took time to make sure my order was satisfactory. 

I have reviewed the response made by the business, and find that this resolution is satisfactory to me since I need a case that actually protects my phone. 

I am very displeased at the outcome of this Otterbox incident and I believe it warrants a complaint for a terrible lack of quality control over their products, as well as the lack of concern for a return policy, and a general lack of care for the customer.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the companies product called the defender phone case which the product failed to protect my phone I paid 60 dollars for there product and now it will cost me another 70 to repair there failure I asked them to take case back and refund my money so I can replace screen they refuse

Desired Settlement: Either full refund of product that failed and/or full payment of repairs necessary to fix product failure

Business Response: Hello ******,

I am sorry that your phone has broken while inside the OtterBox. While our cases to add protection, there can be freak falls and accidents where a phone could be damaged while inside the case. Under warranty I am more than happy to replace the case free of charge. However, we cannot refund, reimburse or replace the device itself as we don't manufacture that product. It is stated in our warranty that we aren't responsible for the device. If you would like to read the full legal form of our warranty please follow the link.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

When you called our Customer Service line I can see we offered you a refund. I am still happy to offer the refund to you instead of the the warranty case replacement. In order to fulfill the refund we do need a purchase receipt of the OtterBox product. You can attach the refund receipt within our claim, and I will then be able to move forward with the check refund. Check refunds do take a while to process so once you submit the receipt, please allow 4-6 week for the check to arrive.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The website clearly and boldly states that the case will protect your case 100%. THIS IS COMPLETELY inaccurate and false advertising. The phone was dropped in less than a foot of water for a time period of "reaction" so even generously stating 20 SECONDS at MOST!! The phone is now water damaged and has to be replaced! Upon calling the company they asked if we "verified" at time of purchase. Yes we did. it was bought first week in January. Representative then asked if we periodically checked its seal? I then asked how often is it "recommended" to do so? she replied with we recommend every 3-4 months. I responded "funny, it is four months this week..." she had no answer. Here is a copy/paste of "The Four Proofs" this is the section of WATER: 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. ANOTHER COPY/PASTE: 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. To give you the confidence to use your iPhone 5c everyday, everywhere for everything, we water test every case we make. Then, they go to an independent agency for more testing, including a second water test on randomly selected cases. Only cases that pass are shipped. At LifeProof, we use our cases everyday for everything, and if we trust ‘em, you can too! ANOTHER COPY/PASTE: 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. This product was bought at a Sprint Store. Upon contacting Sprint they advised it is not there product and to contact Lifeproof

Desired Settlement: They would not refund my money, there is NO way I want another falsely advertised product. I was looking for a partial refund or complete refund. But their 30 day warranty is up before their "recommended recheck" that the product still seals correctly.

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

I am sorry to hear that your phone has been water damaged while inside the case. While our cases do protect against the four proofs, there can be weird, freak accidents where a phone can become damaged while inside the case. These instances are very rare and I am truly sorry this has happened to you. We do water test our cases before we send them out to you. We do suggest another water test upon arrival to make sure the product is still waterproof, as the product has made it's journey to you through varying climates in a short period of time. As the Customer Service Representative mentioned earlier, we do suggest doing another water test after a drop/fall, as things can shift or the case can crack on impact. 

Since the case did fail and you stated you didn't want a warranty replacement, the only other option I can offer you at this time is a refund for the Lifeproof product itself. We typically don't refund products that weren't purchased from us directly, however given the circumstances I want to help you as much as I can. I will send you an email requesting a photo from our Customer Service Systems. This way you can reply back to my email with that photo so I can start the process of your case refund.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned the item that I purchased following the instructions as provided. I put a tracker on the package and it was received on April 14th. I called a week after they received the item and was told I would have a refund within a week. It is 3 weeks later and no refund. I have called 4 times and get a different answer every time. You can not get a hold of a manager and I keep getting the run around. Now they are saying that they don't use the warehouse that I sent the item to and some of the items were lost and never received even though the tracker that I placed on the package says they received it.

Desired Settlement: I just want the amount that I paid refunded back to my credit card. I am paying for an item that they have in their hands.

Business Response: Hello *****,

I am sorry that you have returned the package and still haven't received the refund. I am also very sorry that you aren't getting one single answer, but you are actually getting several different answers. I hope my response answers your questions and shed some light on your situation.

Since the item was received at the old Lifeproof warehouse on 4/16, then we did receive the product which is good news. However, as Otter Products LLC has purchased Lifeproof, we are no longer using that distribution center. Keeping up with the good news, Otter Products LLC is still honoring those refunds. We have contacted our finance team to get the refund to you. The merger of OtterBox and Lifeproof warehouses, finance systems, ordering systems, etc., has caused some of the older refunds to take a little bit longer. The fastest way to get your refund to you is to write a physical check and mail that to you. This process, which is still the quickest way to refund, does take some time. Please allow 4-6 weeks for the check to arrive at your address. I can see we have the refund in the works so if it hasn't left already, it should be leaving soon.

Again I am sorry for the delay in your refund, as well as the confusion through our Customer Service Department. We have everything working together at this time to get the refund back to you as soon as possible. Please let me know if you have any remaining questions.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the Lifeproof case for my Iphone 4S on April 20, 2014, from Walmart for $79.34. On the website the company indicates that the LifeProof case will protect your product, i.e. Iphone in 4 different ways. Water Proof, Dirt Proof, Snow Proof and Shock Proof (phone fumbles and tablet tumbles ar the most common forms of device destruction. LifeProof cases are built to exceed stringent Military Specifications for drop protection, keeping your electronics protected from the bumps and bruises of day to day living). I dropped my cellphone recently and the case remained intact but my cellphone screen itself shattered. I contacted Lifeproof to file a claim and this is the email I received back from them. Notes from ******: Although the situation you are experiencing is unfortunate, we are unable to provide warranty assistance for your physically damaged electronic device. Our cases are not indestructible and we cannot guarantee that the case will protect your phone in every circumstance, due to the complexities of how forces are focused during an impact. There are several places to find and reference what is and is not covered under our warranty. These places are: the exterior of the original package at the point of entry (located at the bottom of the box), the packaging insert and the sticker on the outside of the back case assembly. Additionally, the LifeProof warranty specifically states that the “LifeProof warranty does not, under any circumstance, cover the replacement or cost of any electronic device or personal property inside or outside of the case.” However, it does sound as though your LifeProof case is damaged. I would be more than happy to provide warranty assistance in regards to your LifeProof case, as this is what the LifeProof warranty covers. Please reply directly to this email if you would like a replacement LifeProof case. Thank you and I look forward to hearing back from you! Sincerest Regards, ****** LifeProof Customer Service ###-###-#### I wrote back: Incident #: ******* Dear ******, I am totally upset with this email. I don’t understand why I spent $80.00 on a case that is supposed to protect my phone from water and shatter damage, when if your case fails to protect, your company will not cover the product it is supposed to be protecting. Does this make any sense to you by any means. I think I will be contacting the Better Business Bureau in regards to this matter. I think this is false advertisement. And the sad thing is the case is still intact, except the screen to my cellphone is completely shattered. Again, does that make any sense to you! Thank you, ***** ********* Their Response: Dear *****, Notes from ******: I would like to sincerely apologize for the negative experience that you had with our product and company. Your feedback is extremely important to us. I have passed this feedback along to the appropriate party. Once again, I apologize. Thank you. Sincerest Regards, ****** LifeProof Customer Service ###-###-####

Desired Settlement: I would like a replacement of the product they indicated they would protect. (They indicated they would send another case but that would not even begin to help the situation. I have to pay atleast $300 - $400.00 to replace my phone) I think this is false advertisement especially since their website leads people to believe if you spend $80.00 on a product it is supposed to protect your product and if not they will remedy the situation. Please Help!

Business Response: Hello *****,

I am sorry that your phone has broken, and has broken while inside the Lifeproof product. As you mentioned in your claim, the Lifeproof product is advertised to protect from things like dust, shock, water, and snow. We test all our cases to meet industry standards, which allows us to advertise our cases as these four proofs. While we do test our products to meet these industry standards, there can be accidents where a phone may break inside the case. These instances are very rare, and I am sorry that it has happened to you. As the representative stated, we are unable to cover any costs of repair or replacement of the device. Since we don't manufacture the device, we cannot help with that product. If you want a read our Limited Product Warranty in it's entirety, please see the link below:

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY

While I cannot cover the device under our warranty, I am able to work with the Lifeproof product itself. You did mention that the case wasn't damaged, so what I can do is offer a refund on the case if the case was purchased less than a year ago. This is something we don't normally do, but given the circumstances of your phone damage and no case damage, I am happy to offer this refund. I understand this doesn't replace the phone, however it can help go towards the cost of a repair or replacement. This refund is a check refund, so you will physically receive a check in the mail. The only thing I need to offer the refund is the purchase receipt. This is required by our finance team. The receipt should be clearly visible and should at least show the product purchased, product price, subtotal, place of purchase and date of purchase. Once I get that receipt I can get the refund moving.

Sincerest 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 have attached both a photo of the receipt indicating the purchase was made on 4/20/14 for $79.34 plus the $4.76 in tax for a total of $84.10.  Thank you.  Please let me know how long it will take to receive the check from LifeProof

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I RETURNED A PRODUCT TO THEM BY PRIORITY INSURED MAIL ON APRIL 12, 2014. IT WAS DELIVERED TO THEM ON APRIL 14. I NEVER RECEIVED CREDIT ON MY CREDIT CARD SO I CALLED THEM. I WAS TOLD TO GIVE IT 10-15 WORKING DAYS FOR CREDIT TO SHOW, I WAITED AND STILL NO CREDIT. I CALLED THIS MORNING AT 930 AND SPOKE WITH A ******. SHE PUT ME ON HOLD FOR AWHILE; SHE REALLY DIDN'T KNOW ANYTHING. i GAVE HER MY USPS TRACKING NUMBER AND SHE CHECKED ON SOMETHING; THEN CAME BACK AND STATED THAT THERE WAS NOTHING IN THE PACKAGE TO TELL THEM ANYTHING AND I KNOW THAT I SENT BACK EVERYTHING THAT CAME IN THE ORIGINAL PACKAGE. SHE CLAIMED THEY JUST HAD MY NAME. WELL SURELY THEY COULD HAVE LOOKED THAT UP AND CREDITED MY CARD.. I DO NOT APPRECIATE THIS. AND THEN SHE TOLD ME IT WOULD BE ANOTHER 7-10 BUSINESS DAYS BEFORE THEY COULD CREDIT MY CARD. THIS IS NO WAY TO RUN A BUSINESS, NOR TREAT A CUSTOMER. NOW I HAVE A COUPLE OF MONTH'S INTEREST ON MY CARD AND A CHARGE OF $93.55. I AM A VERY DISSATISFIED CUSTOMER.

Desired Settlement: A REFUND IN A VERY TIMELY MANNER.

Business Response: Hello ******,

I am very sorry that you have received the terrible customer service on your return. I have looked at your RMA in our system and I can see we have invoiced the money back to you at this time. I am not sure why the package was never opened and why the refund was never pushed through. I do appreciate you offering the tracking number on your RMA, this definitely helps us in being able to push the refund back to you. I will speak with the reps that you mentioned earlier for a training opportunity. To give you a more precise time frame on the refund: once we release the funds from our bank, it typically takes 24-72 banking hours to get back to your card. Most banks take 24 hours, but some can take 72. This should release out of our bank this evening which will start that 24-72 hour time frame. Again, I am very sorry for the customer service you received was poor.

Please feel free to reach out to me with any further information.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

***** **** ******** ************************ ********* **** ******** ************************ *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********
 Thank you for you assistance with this issue.  I see that I have a credit posted to my credit card this morning.  Thank you so very much.
Sincerely,
****** ********
 

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

Hello, I am disappointed to say that Otter has charged the 93.55 back onto my credit card; after the issue was settled.  Please reopen this case.  Thank you.  They recharged  it on May 12.
Sincerely. ****** ********

 

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

I just called my credit card company to discuss this matter,  It seems the are the ones who were charging and crediting  the Otterbox amount.  Supposedly it is straightened out now.  So, I think you can close the complaint.  Thank you so much for you assistance with this matter.
Sincerely, ****** ********

Business Response: Hello ******,

I am sorry that you are seeing a charge off of your card again. I have checked our records and it appears we had credited your account twice, so the other charge your seeing is us taking back one of the two credits back to your account. I am sorry that our systems did a double credit back to your account, and now you are seeing two charges. Please let me know if you have any further questions.

Sincerest Regards,
*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a brand new phone at my local phone store, I bought and had a sales associate install an Otterbox commuter series case directly onto the new phone. The phone never once left the case, but two weeks later, the first time it got dropped by the child that I bought the case to protect it from in the first place, the phone's screen broke. The phone is now a brand new, very expensive, broken paperweight and all I asked them to do was cover the insurance cost to replace the phone that their faulty case completely failed to even basically protect. I feel I was scammed by their company.

Desired Settlement: I would like them to pay the insurance charge to replace my phone that their faulty case failed to even provide the most basic protection for.

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

First I want to say how very sorry I am that your phone has broken in the OtterBox product. I know you purchased the Commuter Series case to protect the phone in drops/falls and dust, and I know how frustrating it can be when the phone has broken while inside the case. We do test our products to meet industry standards, but sometimes accidents can happen where a phone may be damaged inside the case. These instances are very rare and usually happen when the force of the fall exceeds that of what was tested. As stated in our warranty we cannot cover devices under warranty. We cannot cover devices as we don't manufacture that product. If you would like to read our warranty in it's full entity please see the link below.

 https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-Warranty

While I am not able to replace, reimburse, or refund anything associated with the device, I would like to try and work with you to find a good solution with the OtterBox product. Since our warranty only covers the OtterBox case, this is the only product I can work with. What I would like to offer is a refund on the case since it didn't protect the phone, and replace the case you currently own under warranty. The warranty replacement is a free of charge warranty and I would send out a new one without question. The refund will come to you as a physical check mailed to you. To complete the refund, I will first need the purchase receipt. This is required by our finance team so they know how much to cut the check. The check is made out to your name which means you can use that money for whatever you need. I understand that this doesn't replace the already broken phone, but this is something we can offer to help with the replacement or repair. If you would like to take advantage of the warranty and refund, please email me back with your shipping information and phone number and I can get everything moving on my end. If you can also attach the receipt I can get that going with our finance team as well.

Sincerest Regards,
*****

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

I am rejecting this response because: the company produced a faulty product and a few hundred dollar device got broken and all they want to do is replace the case. The case didn't break! It never left the device and the device is SHATTERED. They won't even pay the insurance fee to replace it. I feel scammed. They produce faulty product.

Regards,

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

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

I understand how frustrating it can be to have a broken device, especially when you purchase a case to protect the phone. As I stated earlier, I cannot cover the phone under any circumstances. We never manufactured that product, and this is why we cannot cover it under our product warranty. I am happy to replace the case and offer the refund on the OtterBox case. I know this was stated in the previous email, but this is the best that I can offer. In order to get the refund of the Otterbox product, I do need the purchase receipt showing the place of purchase, date of purchase, purchase price and product purchased clearly visible. Once I get that information I am able to move forward with the check refund which will be mailed to you.

Please let me know if you would like both the replacement and the refund, or just one of those options.

Thank you,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. They need to get ahold of Verizon though because it was all bought bundled through them. I've gone through more than enough shuffling with those people. Their faulty case, their fix.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i bought this case for 80 dollars because of its description saying Phone fumbles and tablet tumbles are the most common forms of device destruction. LifeProof cases are built to exceed stringent Military Specifications for drop protection, keeping your electronics protected from the bumps and bruises ofday-to-day living.was told you can threw the phone against the wall and nothing would happened to it my phone fell on carpet and shattered the glass while it was in its life proof cases. I called the company up and told them what happened and they said not there problem i want the money i gave them to buy this case $80 and also the $125 replacement of my phone this product is falsely advertised this case was just sent to me in February from there company after my other one was falling apart it so the case was brand new. You cant just take people money and promise them lies I never would of paid 80 dollars if i would of known that the case was not designed as it was falsely advertised

Desired Settlement: i want 80 for the case and 125 for the phone that i had to pay for replacement

Business Response: *****,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

Consumer Response: i have send them the information they have asked for , For my refund but have not heard back from them

Business Response: Hi *****,
I apologize that you didn't receive the message that I sent after receiving your receipt - I sent it from the old system and unfortunately it didn't make it out!

We have transferred all of your information to our new system so please watch for an email from myself once I have received the confirmation of this being completed.

Thank you for your patience and understanding.

Warm Regards,

******

LifeProof CS
Admin

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

I am rejecting this response because:
i have send them emails and they will not respond about my refund  i have send them everything they have asked for and no respond 
Regards,

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

Business Response: Hi *****,
I received your information and the receipt - I had submitted that to the accounting department, and also emailed you about this. When I received confirmation of the check being issued, I also send you this information:

5/5/2014: 
Hi *****,
I received confirmation from the accounting department that the refund was successfully processed and this should be in the mail in Friday.
Please let me know if we can be of further assistance.
Warm Regards,
******
LifeProof CS Admin

Confidentiality Notice: This
e-mail message (including any attachments or embedded documents) is intended
for the exclusive and confidential use of the individual or entity to which
this message is addressed, and unless otherwise expressly indicated, is
confidential and privileged information of TreeFrog Developments, Inc.
/LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying
of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last November 2013 I purchased additional waterproof warranty for three phone cases for $30. When the paperwork was too much to do, I asked for a refund, which Lifeproof ag**** to. In December 2013, they gave me a case number (*********) and promised to credit my credit card. I've called a half dozen times and each time they promise to credit me. It has not been done yet.

Desired Settlement: Credit card adjustment for $30

Business Response: Hello ******,

I am sorry for the delay on your refund of the TWPP purchase. I have created a refund through our new systems for a refund of all three TWPP registration costs. I will send you an email from my personal email regarding the refund order number, as well as time expectations on the refund.

Please let me know if you have any remaining questions.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Thank you for helping to resolve this.

Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Lifeproof case for my new iphone5s on 3/26/14 at the Verizon store in Albany, NY. Verizon salesperson told me that this case was yes, more expensive but I have a $749.98 to protect. I read the outside of the box before buying this expensive $89.99 case. The outside of the box states: use your iphone 5 everyday,everywhere, for everything. Fully submersible to 6.6 feet, totally sealed from dirt and dust, completely closed to snow and ice and survives drops from up to 6.6 feet. Exceeds military shock standards, maximum water and dust protection, lifeproof every case water tested. The front of the box states it is water proof, dirt proof, snow proof and shock proof. Bottom of box states it is made in China. Open the inside cover and it states: the world's smartest case for the world's smartest phone. The thinnest, lightest all-protective case ever made, totally sealed from dirt and dust, survives spills, splashes and full submersion, full screen protection and functionality, withstands unexpected drops and shocks, maximum sound output and clarity and anti-reflective optical-glass camera lens. I purchased this case, because of all those words , the pictures on the box and the salesperson stood by it ( I feel Verizon must get a kick back for selling this device) . I wanted a case that would protect my expensive iphone and after reading the above and listening to the salesperson, I thought ok it is expensive but so is your phone, don't be stupid, buy the case to protect your iphone. On 4/27/14, I dropped my iphone with the case. Distance of approx. 12 inches onto a ***** rug. Well, I could not believe that the glass broke on my iphone. The iphone works good but I have to get the glass fixed. So I called Lifephone right away only to hear that they will only replace the case, they have nothing to do with the iphone, and if the case did not break, there is nothing they could do. What ? I just feel so ripped off. Lifephone corporation is misleading and using false statements.

Desired Settlement: I want Lifeproof to stop misleading and using false statements on their box. I want consumer to be able and told to read page 19 of the very small booklet that was under the case inside the box. Page 19 states: Important Yes, this is the most capable mobile-device case ever created. No, it is not indestructible. It has been rigorously tested to meet or exceed all stated claims. (is this true ?) however, life is not a test, and your device can still be damaged. Always use with care, and consider reasonable limitations. Lifeproof does not warranty protection in all circumstances. Expose your device to hazards at own risk. and never substitute this case for regular backups or device insurance. Page 19 should be in bold letters on the outside of the box, not hidden under the case inside the box. I want a refund and Lifeproof can have their case back. I want to know if Verizon gets a kick back (extra money, anything) for promoting Lifeproof products and if so, how much ? I want Lifeproof to advise all its sellers to inform their consumers of page 19, to make them read it and clearly understand it. (this has nothing to do with my case but Lifeproof is now selling a case to protect your ipad for $120., then you have to purchase $20.00 extra for them to protect your ipad and then if your ipad breaks you have to pay $75.00 deductible. If you add all that up, well I think you would be wiser to just get yourself a used ipa because that's what Lifeproof will most likely give you. and I'm sure they don't tell you that up front.

Business Response: ******* And **** *******,
I am very sorry to hear about the damage to your device, as I understand
this is a very frustrating experience. We offer a warranty on all products
manufactured by LifeProof, so we are happy to replace your case under the
warranty. As stated in our warranty policy however, we can only warranty
products manufactured by LifeProof and because your device is not manufactured
by LifeProof, we are not able to cover the cost of repair or replacement.

It is expressly stated in our Limitation of Liability that we bear no
responsibility for any device damaged inside or outside of a LifeProof product.
There are also several places to find and reference what is and is not covered
under our warranty. Please look in at least one of the following locations for
that information:
·The LifeProof website on the Policies and Warranties
page
·The exterior of the original package at the point of
entry (located at the bottom of the box)
·The user manual or packaging insert inside of the box
·The sticker on the outside of the back case assembly

All of these places are very visible and are shown at the very first
opportunity when a customer opens their new package. The reason I list these
places is to show you we do try our best to make it very clear to every
customer that, should their device get damaged while in our cases, we do not
cover that under our warranty.

To read our complete warranty policy and Limitation of Liability please
click the link below.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT
WARRANTY

Again, I am
very sorry that your LifeProof case did not protect your device in this
situation. While I am not able to replace your device, I would be happy to
offer you a complete refund on your LifeProof purchase. Please reply to this
email with a photo or copy of your receipt.

Please be sure
this image includes:
·The purchase date
·The purchase price
·The item that was purchased
·Your first and last name

Please let me know if you would like to proceed with the warranty
replacement, the refund or both and I will send instructions with all of the
necessary information. Again, I apologize for any inconvenience this experience
may have caused you.         

Confidentiality Notice: This
e-mail message (including any attachments or embedded documents) is intended
for the exclusive and confidential use of the individual or entity to which
this message is addressed, and unless otherwise expressly indicated, is
confidential and privileged information of TreeFrog Developments, Inc.
/LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying
of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

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

I am rejecting this response because: at this time I need more information.  Your replied listed four places regarding your warranty.  My complaint against Lifeproof is that the outside of the box is very misleading and false statements.  The attached image of the bottom of your box  states "1 Year limited product warranty".  Is this what your are referring to ?  The print is so small you can't really read it.  Your statement fails to answer my concern.  Where is the proof (test studies done?) of all the statements made on the outside of this box.  Is Lifeproof willing to put page 19 on the outside of the box ( same size print as how wonderful your case is) ?  A consumer can not open the box to obtain your warranty information and trust what information you put on the outside of the box.  Looking on the internet to read your warranty.  Do you have time to read warranty of each item on the internet before you buy it ?  I and many consumers rely on the package information and salespersons information.  Verizon salesperson agreed with your statements made on your box.  Of, course I want the full refund offer.  If you want the case back, you have to pay for shipping.  But this isn't just all about money.  It's about false and misleading statements made by Lifeproof.  

Regards,

******* And **** *******

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

The limited warranty on the packaging, as well as the booklet inside the packaging is exactly what we are referring to from the previous email. I am very sorry your phone was damaged in the case. We do test our cases for all the proofs you explained. However, there can be freak accidents where a phone screen can still be damaged within the case. While our cases to add protection, we cannot guarantee protection. Because we cannot guarantee protection we are unable to cover the device. We place the warranty information inside the booklet, we state there is a "limited one year warranty" on the bottom of the box, as well as offer the full warranty in legal speak on our website. While we do place this information in many places, as well as train sales reps on our warranty, unfortunately it is the end user who must take the effort to read the full limited warranty.

I am still happy to do the refund for you case. I have sent you an email to respond back to with a receipt. Once we have that receipt we will mail you a physical check for the amount of the case purchased.

Sincerest Regards,
*****

Consumer Response: from: ***** ******* <************@*****.rr.com>
to: "********@wynco.bbb.org" <********@wynco.bbb.org>
date: Thu, May 8, 2014 at 8:42 AM
subject: Case ********. ***** and **** *******

Can BBB stop Lifeproof from making false and misleading statements on their box and also put a better warranty on the outside of the box ?  I feel many consumers are buying this case and other Lifeproof products clueless that as Lifeproof puts it on page 19:  Lifeproof does not warranty protection in all circumstances.  Below are more pictures which I feel will support my case.  I sent copy of receipt so that a full refund can be issued to **** *******.  If they want the case back,they have to pay for postage and advise where how or I can drop it off to a verizon store.  Thanks. ***** *******. (Blue label 1 on front of box is only for water)

Sent from my iPad

Consumer Response: from: ***** ******* <************@*****.rr.com>
to: "********@wynco.bbb.org" <********@wynco.bbb.org>
date: Thu, May 8, 2014 at 8:04 AM
subject: Case ******** ***** and **** *******

Lifeproof requested copy of receipt, etc. for refund.  I could not find how to send additional information.    Please advise if you can forward this,etc.  thank you.  ***** *******
information.

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

Thank you for sending me the receipt to your Lifeproof purchase. I will submit the refund for the Lifeproof purchase for you with our finance team. Please allow 4-6 weeks for the check to be cut and mailed to you. This check will come to the physical address you provided.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Regards,

******* And **** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an iPad Mini with Retina Display Fre Case Black/Black EN/FR on March 14. Instead I received an iPad mini case that will not fit on the retina display - 3 times! I have emailed- asking someone to call me-they were not able to call me - but gave me a wrong phone number to call. I have asked on Facebook to have a manager call me- again was told to call customer service and they would be happy to help me. I have called customer service-many times. Each time I get very poor customer service. The last customer service representative told me to go ahead and give it a try - it should work. When I explained to him that it was per your website that the regular min case would not fit the retina, he asked if I wanted him to send me another one. I explained that I already have 3 wrong cases and just sending me another one would not work. I asked to speak to a manager or supervisor. He would not do that. Half an hour later - I now have my 4th case on the way. I have lost faith that I will ever receive the correct case.

Desired Settlement: I would like a manager to call me and discuss the situation and what they are doing to make it right.

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

I am rejecting this response because:
I have received the 4th wrong product and still have received proper customer service to resolve the issue.


Regards,

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

Business Response: Hi *******,
I am awaiting a photo of the items which you have already received, so that I can personally walk into the warehouse to send you the correct item.
Can you please send me that photo at your earliest convenience.

Confidentiality Notice: This
e-mail message (including any attachments or embedded documents) is intended
for the exclusive and confidential use of the individual or entity to which
this message is addressed, and unless otherwise expressly indicated, is
confidential and privileged information of TreeFrog Developments, Inc.
/LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying
of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Given a lifeproof nuud case for the galaxy S4 cell phone as a gift in preparation for my vacation to Jamaica. Did research online and found people who used it exactly for what i wanted it for ... use the phone underwater to take pictures. I followed the instructions w/in the product case to a "tee." I tested the unit using the "fake phone" provided. No leaks. I then put my phone in it and took it on vacation. I used the phone in the pool; no problem. A few hours later, literally, i went snorkeling with it. The phone was about 2 feet under water maximum. The phone was unresponsive to my finger on the touch screen. I "chalked it up to" being that my fingers were cold therefore the touchscreen could not respond. I exited the water, toweled off the phone (case) to see water inside the case. I took the case off, and then the rear cover of the phone to see that water (salt water that is) had entered the phone. Upon my return from vacation I immediately called LifeProof and explained what happened. The customer service rep stated that i could file a claim for the case but the phone itself was not covered. What is the point of a new case if the phone is inoperable. I took phone in for repair at local Verizon store. When they opened it up, you could see all the corrosion. They said it was a complete loss. I am very disappointed with the lack of coverage.

Desired Settlement: I would like LifeProof to cover the cost of an exact model replacement for the phone. I'm not looking for an upgrade or anything more that what i had at the time of the incident. It is a Verizon Galaxy S4. Thank you

Business Response: ****,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 4/29/14 I placed an order online (order # *********). The order consisted of a cell phone case and an armband. On the website the company advertised that the orders place on the website "ship the next day" and that delivery would take 5-7 days. I went online to check the status of my order on 5/5/14 (six days after placing the order) and realized the order had not been shipped. I called customer service and was told that the policy of 5-7d was changed to 8-13 days but that had not been reflected yet on the website because of a change on the "system". I was then told that my order was going to be shipped today and would get to me by 5/15/14 (16 days after placing the original order). I disagreed and told person on the other line that I wanted to cancel my order. I told them that I was going to file a complaint with the BBB. She said that because I mentioned the BBB she needed to disconnect the call.

Desired Settlement: Because of the false and inaccurate advertising and making me waste valuable time waiting for this case, I want them to send to me what I order as soon as possible at not cost OR a formal aplogy signed by the head of the company.

Business Response: *****,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

Consumer Response: Thank you for intervening and helping me solve this issue. The company contacted me and committed to fulfill my request. I am satisfied with their response.

Thank you again
***** ******* MD

***** ******* MD MPH
***** *** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a case for my iPhone from Otterbox, thinking it would protect my phone from all drops and water, as their description states (protects from up to 10 foot drops). Within a week I dropped my phone while lacing my shoes (a 1-2 foot drop) and the screen completely shattered even though it was a short drop and in the Otterbox case. I wrote an email to Otterbox requesting that they change their product description and pay replacement cost of my screen. They told me they would replace my case but nothing for my broken phone since they don't manufacture that product. This would not help me since my case was not broken, it just did not work as advertised and allowed the property it was supposed to protect to get damaged.

Desired Settlement: I would like Otterbox to pay for the cost of my replacement screen. I purchased the screen and replaced it myself to save money (50% compared to having it done at Verizon). I would also like a full refund of my Otterbox case as it is completely useless to me as would be a replacement.

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

I am very sorry that your phone has broken while inside your case. While our Armor case does give the best protection, there can be freak falls and accidents where a phone screen could break in a case. I know we have offered a warranty, and I still happy to honor this replacement. You had asked for a refund on the case, which is something we can only do for purchases done with us directly. However I can offer a refund on the case even if you purchased it elsewhere. This is an exception I can offer given the circumstances of what has happened. What I will need is a picture of the purchase receipt for the refund. I have sent you an email from the original warranty claim asking for a picture of the receipt. Once I have that, I can have a physical check mailed to you.

Since we don't manufacture the phone, we are unable to assist with repair or replacement costs. The best I can offer is the refund on the case or the warranty replacement. Please feel free to email me back using the warranty claim email.

Sincerest Regards,
*****

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

I am rejecting this response because: This does not help me with my phone that is broken, saying that the Armor series case offers the best protection is a complete lie. These cases have been offered at 70% off almost since they came out which obviously means they are terrible, I wish I had seen that before purchasing one. The reason my phone screen cracked is because the case design is flawed, Otterbox obviously knows that which is why it is greatly discounted everywhere. Otterbox offered me less than the price I even paid for the case. I guess I'll be contacting the Bureau of consumer protection and State AG to see if I can get something done through them.

Regards,

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

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

We have had our Armor Series cases on sale because we are in the process of discontinuing that case, as we now offer a slimmer and newer series in it's place. Our warranty has always stated that we don't cover devices through refunds, reimbursements, or replacements. If you would like to read our warranty in it's full legal form, please see the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

I have offered to do the refund on the case which is the only thing we can do aside from the warranty replacement. This refund will be for the product price you paid at the time of the purchase. I am still happy to move forward with this refund. All you need to do is send the picture of the purchase receipt to the email I sent you previously. Once I have that picture of the receipt, I will be able to submit the check-refund order for the product amount you paid initially.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern, My girlfriend convinced me that your products are worth the investments. Today, (4/14/2014) I've received our supposedly order of two Defender series cases for the new Samsung Galaxy S5. When I opened the box, I was shocked! It had looked like I ordered some used parts from a third party or a pawn shop. It had came in parts within plastic bags, rather than the cases displayed at any retailer. Shipping box was not sealed. There weren't even a receipt showing me what I had ordered. Not only that, my order was only 1/2 fulfilled. I tried to call customer service to help me with this problem. One after another keeps telling me that the rest of the order will be sent out to me as soon as possible. Here's the kicker, I never received any of the confirmations stating that the rest of my orders were coming. No tracking, no order number....NOTHING. Now I had to wait even more for the rest of my orders. What's the rea*** for me to get fedex 2nd day in the first place when the original order had taken 5 and now I have to wait even longer to get the rest? I went through 7 different customer service per***nel hearing the same thing over and over telling me that the rest of the order was on the way. I practically wasted the entire day dealing with this situation. Oh yeah, and while I wasting my entire day trying to deal with this, I found out that Otterbox official site seems to sell the products at a higher price than all the retailers in my area for the same exact item. Is that normal? For the distributor to sell items at a higher price than the retailers? Obviously, I was more annoyed. In the end, I canceled the order completely for this appalled Otterbox experience. Oh yeah...did I forget to mention that now it takes even longer because I have to wait for Otterbox to send me the box to send their stuff back...and then my refund will come back to me? How do I even trust that this will happen when the original order was so badly done.

Desired Settlement: I'm not asking for much. I just want this experience to end ASAP. How long is this going to take? a month? two months? before I get my full refund back? Any other company would definitely see the experience I'm going through and would have just said," Don't worry about it, the items you've received so far...it's on us. I apologize for your first experience with us. I hope you'll reconsider and come back to us." Anything along that line would have been fine. But now...I need to wait...

Business Response: Hello ***,

I am very sorry that your purchase didn't arrive as the whole order as initially placed. I am also very sorry that you didn't get all your questions answered by our customer service team. Here are all the answers to your questions. From the sounds of your experience with not getting the whole order,  the package at some point was opened while shipping. We ship all warranty and purchase orders with a packing slip, and you said yours didn't come with one. This leads me to believe the package may have been opened (intentionally or inadvertently), and this is where the missing part and packaging slip went. While I am very sorry this happened, once a package leaves our warehouse we are unable to control the contents and package care. This is why we were more than happy to send out the new product as a warranty, and with overnight shipping which is faster than the original order.

I can see that the original order was placed on Thursday 4/10 and with our promised processing times (up to 48 hours) and with FedEx not delivering on the weekends, the order was processed and delivered in the proper time-frame. I am sorry it took 4 days to deliver, but the weekend got in the way of the order which did delay the order those two days.

When we started offering the mix-and-match series (which does cost more than the basic standard colors found in retail stores) we started moving away from the retail packaging. We send the packages out in a box, with each part separate wrapped in the plastic bags. The rea*** we do this is because a) it makes it easier to pick individual parts for your mix-and-match order, b) plastic bags are used to keep the products clean in our warehouse, and c) we don't assemble the product and put in retail packaging for several rea***s, but the biggest rea*** is more time based. We want to get your order out as fast as possible, so we leave the products in their clean bags and place them in the box individually. The faster we can get your product packed, the faster it ships and gets to you.

Lastly your Return Merchandise Authorization (RMA) has been created yesterday. I am sorry the email took a while to get to you, but I can see it has been sent now. Once you mail the items, the time frame is about 7-10 business days. This time frame accounts for shipping back to us, releasing the funds from our banking system, and finally for your bank to accept the charges back to your account. Most banks take 24 hours for the acceptance of funds, however it can take up to 78 hours. I can see we did release the $5 shipping label charge for your RMA. We did this for you since you have had a poor experience. While your email will state there is the deduction of $5, I promise that the charges are removed. This means you will get the full product amount and taxes refunded to the card.

I hope this answers all your questions and clears up any poor communication with our representatives.
Sincerest regards,
*****

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

I am rejecting this response because you need to be fully aware of the situation:

*****,
First off, I would like to thank you for your immediate response. Secondly, what you are
telling me is that after the box left your warehouse (order fully fulfilled),
someone took the packing slip with half my order and it's not your
responsibility. Am I hearing that right? Because that sounds a lot like
shifting the blame onto someone else...in this case...Fedex?

For the processing time and delivery, it was my fault for not fully understanding the
system and it was my mistake. Again, I do apologize for that

I appreciate and thank you for your explanation of your new system and I will definitely keep
that in mind in the future.

As for the RMA that was created on 4/14/2014. It pushed me over the edge. I wanted to talk to
the manager to end this matter with a full refund. I was denied of the
opportunity and was told by your customer service representative that I do not
need to talk to the manager and my order is fully refunded. When I saw the RMA
sent to me on 4/14, there was nothing else I could say...after a full day of
telling multiple people I'm missing parts, the RMA had asked me to send an
additional item which I never received along with the rest I already had
received. Where was I going to magically get this item I asked myself?  The second thing I saw on there was even more
disturbing. There was apparently a $5 charge for shipping for returning your
items that was never mentioned to me by ANYONE. I would understand if it was my
fault for returning the items and changing my mind. Sure, I would gladly pay
for it, but there is a long record (I would assume) of me talking to multiple
people about this and the problem I'm going through. I thought that was already
disturbing...but apparently there's more. My order was for $135.10...what's $5
from that? basic math says $130.10. My refund was only $124.27 on that RMA. How
does this happen? oh yeah, the charge was subtracted before you add on the
taxes therefore the refund will be less...hmmmm...pretty sneaky sneaky.

So I called back this morning on 4/15/2014 to try and resolve this issue once again. I
reached  another  customer representative that didn't fully
understand the situation. The per*** had understood what I've been dealing with
so he/she tried to help me out. He/she tried to fixed the last RMA for me by
removing the magical item I was suppose to come up with and was able to do the
refund. AHHHH, but here's the kicker...it was only for a refund of ~$119. So
how did this get even lower? Because I'm really confuse. I was told that
Otterbox doesn't refund taxes and there's a charge of $5 for shipping in
addition. Needless to say I was furious. Is that normal business practice? to
take the taxes from the refunded amount of the customer? Oh wait though, then
how did the refunded taxes appeared on the last RMA. The one where the shipping
cost was subtracted before the taxes were applied?

So in the end after going back forth I was finally able to get my full refund from another manager
that I never got a change to meet. He/she refund me the ~$5 dollars in advance
this morning and promised me through his/her representative that they have
noted the items that were missing and I'm only required to send the items I've
received back for the rest of my refund. So to clarify...I was still dealing
with your customer representative while receiving your message passed on from
BBB.

I would like to extend my thank you to the customer representative that was helping me this
morning as he/she was thrown into a pit she didn't fully comprehend.

The situation is now resolved in my mind until I received a call back by the customer
representative to pass on a message by one of your manager apparently. I was
told that they were very apologetic for what I had to go through and in order
to give Ottterbox a second chance. I was told that the next time I order from
Otterbox, please call him/her directly and that there would be a 50% shipping
cost deduction for me.

Is this a joke? so apparently all the problems I went through was worth approximately $2.50? I
was shocked...there's nothing else I could say.

So while I do appreciate the extension of your sincerity, I'm afraid I might receive a stroke
from all this shock. Thank you for your time and I sure hope we don't cross
business again.

Sincerely,
 

*** *****

Business Response: Hello ***,

I am sorry that you are still trying to get some clarification on what is happening and I wasn't able to answer all of your questions. I am sorry that you have been talking to so many representatives without the opportunity to speak with a manager of our customer service department. The issues you are having and questions you have do merit talking with someone higher than a representative, as your situation is a bit more confusing than average. 

I will send you an email from my per***al work email so that I can speak with you directly to answer all of your questions, work with you on getting to a better resolution to this issue. You should receive an email from directly and if you prefer to talk over the phone we can arrange a date and time to speak in per***.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my 13yr old son a Life proof case for his 5c IPhone. The claims and advertising is that the nuud case is fully submersible to 6.6ft. We installed the case and performed the tests to insure the phone was protected, unfortunately the one and only time my son tried to take his phone in the pool totake a picture his phone stopped working. I contacted Life proof to get my son's phone repaired I was told that I didn't register it and they wouldn't do anything about it...apparently there is fine print that is NOT made clear that you must register the device within 14 days of the date of purchase. I purchased the phone on February 28th and today is April 9th. I asked if there was anyway around the 14 day policy because my son was out of town with his information around the 14 day period and was swiftly told NO....no way...not at all. The case costs 100 dollars and all over the packaging the claim is they will repair or replace if water damaged....I am not the first one of my many friends that has this same issue. When I explained that to the rep and threatened to call the BBB I was told my call was being disconnected. I am sorry but I think this is false advertising and regardless of the 14 day period...the case DID NOT hold true to its waterproof claim

Desired Settlement: I just want my son's Phone 5c to be repaired and or replaced...it was his birthday gift and he shouldn't have to suffer because the case didn't work. I am even prepared to pay the 50 dollar repair fee even though I think that is absurd considering the case costs 100 dollars and is suppose to work.

Business Response: *****,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a Life proof case for my daughters phone on 9/13/13 and registered the phone according to their directions. I got a message on the last page that said that the registration was complete and the phone was registered. Now that the phone got water damage they are saying that I didn't register the phone correctly and they will not stand behind their guarantee to replace the phone if it gets water damage. They say I need a screenshot of the MEID#, which you can not get if the phone has water damage. I wonder how many people they trick in this manner, which is completely unethical.

Desired Settlement: I want them to replace my daughters iPhone 4 like their warranty says it will.

Business Response: Dear *****,
I am very sorry to hear about the damage to your device, as I understand this is a very frustrating experience. 

The Total Water Protection Plan (TWPP) is an optional coverage which can be purchased in conjunction with the LifeProof cases, as added protection for the device against water damage.

Regardless of where the case and plan were purchased, this coverage has very strict registration requirements which must be followed for the plan to be valid.

Unfortunately, we have only received one valid registration for this plan, using program code *********** with MEID #**************.

The MEID #**************, which you provided from the damaged device's packaging, unfortunately does not match the successful registration we received, and thus the repair claim will be denied on this device. The reason we ask for a screenshot of the MEID information directly from the phone screen itself is to verify that the phone was in working condition at the time of registration. 

If you ever experience water damage to the phone with MEID #**************, please let us know as we would be more than happy to assist with that repair!

I am truly sorry about this experience and I hope we have the opportunity to do business again. Thank you and have a great day.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.   

Sincerely,

******
LifeProof Customer Service Administration Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item from the merchant on February 20, 2014. Once received, I was unhappy with the product, and promptly contacted the company for return instructions. I was issued an RMA (Return Authorization Number), along with return instructions and mailing address. I followed the instructions as provided, returned the item with tracking and insurance, and have still not received a refund. According to my tracking information, the package was received by the merchant on March 6, 2014. It has now been over a month, and I have not heard anything back. Please help to resolve this issue.

Desired Settlement: Full refund in the amount of $64.19.

Business Response: ****,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have filed 4 warranty claims for a replacement Iphone 5 Defender series case holder. I have not received a replacement or any follow up from Otter box related to any of these claim so I keep purchasing replacement holders. I am asking for the replacement and refunds on my replacement part orders.

Desired Settlement: I have filed 4 warranty claims for a replacement Iphone 5 Defender series case holder. I have not received a replacement or any follow up from Otter box related to any of these claim so I keep purchasing replacement holders. I am asking for the replacement and refunds on my replacement part orders.

Business Response: Hello ******,

I am sorry that you are having troubles with your warranty claim. I can see that you have done three warranty attempts for your holster over the course of a year. We had been sending you re-requests for photos as the photos we received were not in the correct format. The format that we require is to see the full case and damaged part next to a piece of paper with your name and date. This helps us with proof ownership, proof of damage, and ensures we are ordering the correct part for the correct case. I would be happy to place a warranty order once we get those pictures in the correct format. I have sent you an email from your most recent warranty claim asking for the pictures in our warranty format. You can respond to that email with any remaining questions or you can reach back out to me.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought the LifeProof Nuud case on lifeproof.com and their product failed to meet waterproof standard that they continuously advertise. After taking my phone to the beach, I sustained damage to my Iphone 5c, which no longer is in working order. After speaking to LifeProof customer service, they continue to tell me they don't falsely advertise their products even after the case they sent me didn't work. Even the case packaging said that their product had been tested 2-3 times before being sold and shipped, so this part of their advertising was false too. All they offered me was a replacement case, which is of no use to me since my phone doesn't work anymore, nor would I ever by one or even recommend someone buy their cases at all.

Desired Settlement: I asked for a replacement Iphone and even a refund of the case and neither were they willing to provide me with. As for the refund, I ordered my case on 2-24-14 and called them on 4-7-14 and they told me that I was outside their 30 day return period.

Business Response: *****,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me with a small adjustment. If they can allow me to exchange my current case for the cheaper case (LifeProof Fre) and a refund for the difference.

Thank you BBB for all that you do.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently bought a Samsung S4 in early March of 2014. I bought a LifeProof NUUD for it from Target.com. I received and put my phone in the case on March 25, 2014. I never dropped the phone. On April 2, 2014 I dropped my phone at home on hardwood floor from at the most 2 feet off the ground. I picked up my phone from the ground and it cracked on the inside of the phone. The screen was black and would not show anything and flash white occasionally. I contacted LifeProof and I was told that they could not replace my phone only the phone case so I asked to speak to a supervisor because my phone cracked inside of a $90 case and I wanted something to be done. The supervisor told me they could replace the case but would not pay for my phone to be fixed but the case did not break. It may have been defective but not broken and was sold to me defective. I told the supervisor that they need to remove the advertisement of shock resistance from up 6.6 FT from their case because in my case it was not true and I will take legal action. He told me that there is information on their case that is not entirely true. Now I have to pay a $150 deductible for my phone to be replaced by Sprint insurance. I returned the case to Target and went to a Sprint store to try to get the phone fixed. He could not fix it and told me I would have to pay to get a replacement phone. While I was waiting for the phone to get fixed the other Sprint representative told me that the LifeProof cases aren't really mean to protect against drops but more so for water proof. I believe that they are false advertising the shock resistance because I dropped my phone from a short distance and it did not withstand.

Desired Settlement: I want them to pay for my phone to either be fixed or replaced through my insurance company because my phone dropped inside their case one time and it broke to the point where it is unable to be used. I also feel like they should remove the shock resistance of 6.6FT from the boxes and website because in my case it was not true and it is false advertising.

Business Response: *******,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company advertises dropping their phone! But when my son accidentally dropped his phone and the screen shattered. I called Lifeproof to file a claim and they informed me that their warranty does not cover this. What company would advertise doing something and not standing by their product. Below is a snapshot from their website. Please make sure you read the finer print so you are not mislead by the lies this company advertises on their website!Our PromiseLifeProof 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.Shock ProofJust drop it!Phone fumbles and tablet tumbles are the most common forms of device destruction. LifeProof cases are built to exceed stringent Military Specifications for drop protection, keeping your electronics protected from the bumps and bruises ofday-to-day living.

Desired Settlement: I would like the company to stand by what they advertise and pay for my son to get his phone fixed. Why advertise something if you are not going to stand by your product??

Business Response: ******,
Thank you for bringing your concerns to our attention. Here at LifeProof,
we take concerns such as yours very seriously and we would like the opportunity
to review them with you. We have tried to contact you by email. Please take a
moment to check your personal email account for our direct message. We look
forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or
embedded documents) is intended for the exclusive and confidential use of the
individual or entity to which this message is addressed, and unless otherwise
expressly indicated, is confidential and privileged information of TreeFrog
Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination,
distribution or copying of the enclosed material is prohibited.

 

Sincerely,

******

LifeProof CS Admin Customer Support

Consumer Response:

Better Business Bureau:


The matter has been resolved and I am extremely pleased with the outcome. The customer service lead has gone above and beyond to make sure that the issue was corrected. THANK YOU!

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Company is being difficult in honouring their warranty.

Desired Settlement: I simply want them to replace the item as per their warranty.

Business Response: Hi *****, 

Thank you for contacting us. I reviewed your warranty submission and it looks like you provided us with all but 1 piece of information for the warranty replacement. We do need to get the vendor code from your case in order to replace it under the warranty. I have sent an email to you requesting this piece of information. As soon as your able to provide this we can order the appropriate replacement part ordered. If you have any additional questions please let me know. 

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: well to start I have been buying otterboxes for several years so I got the iPhone 5 otter box with belt clip have had several issues with the belt clips this time the belt clip broke and caused me to lose my iPhone never found it so I contacted customer service and asked for the case to be replaced they asked for pictures told the only picture I could provide was of the clip only piece I have cause it broke and lost case and other part of belt piece I mean that is the least they could do is replace the otterbox and I have had to replace that same case with them before because it was falling apart I figured they would have it in their system I mean I don't understand what the issue is with replacing the case a 59.95 dollar case that caused me to lose a $600 dollar cell phone.

Desired Settlement: I would atleast like the case replaced I now bought the new 5s and paid full retail price because just upgraded few months before the incident and I didn't have mobile insurance at the time

Business Response: Hello *****,

I am sorry that your phone was lost due to the holster breaking. Our warranty does ask for photos of the case itself as proof of damage and ownership. Since the case and phone were lost, what I can do is make an exception for you and replace your case with a picture of the purchase receipt. I have sent you an email with further instructions on pictures of that purchase receipt. Once I get a picture of the receipt I can move forward and replace your old case for the new phone. If you have any remaining questions, please feel free to reply back to the email I have sent you.

Sincerest Regards,
*****

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

I am rejecting this response because:

Regards,  I cannot find the receipt I have  had the same case replaced before May be under wife's name ****** ****

***** ****

Business Response: Hello *****,

Since I can see we have done a warranty for you in the past on this particular product, I can place the new warranty order for you. I am sorry for the hassle of trying to get the warranty order placed. Since you have done the warranty under your wife's name, this is why we couldn't find you or this previous warranty. You should get email confirmations shortly saying I placed the order and more emails once it ships out.

Sincerest Regards,
*****

Consumer Response: Better Business Bureau:

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

Regards, Thank you very much I wasn't trying to get anything free I buy new cases every year from otterbox and am interested in the new armor series case actually so I will be ordering one of those soon I look forward to doing future business with otterbox thanks again.

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof case for my 16 year old daughter knowing that there are times when the phone needs a little extra protection. When purchasing the case I thought that as long as I water tested the case prior to my daughter using it that it would cover us if there were water damages. Well I called customer service today because there was an accident with the phone and it was in contact with water for a few seconds. I was told that the only thing they do is replace the case. Well this does me no good when the phone is no longer working.I feel like the product misrepresented itself. I wasted the $99 for the case because I still have to replace the device at my own cost - just like I would have if I didn't have the case. I would never purchase another product from LifeProof, in the future I will continue to keep insurance on the device but that is all.I expected the deductible for a new device to be covered and the supervisor at LifeProof could not do anything to help defray the cost. I feel the name, advertising, etc. misrepresents what their product actually does.Very dissatisfied customer,*** *****

Desired Settlement: I would be happy if LifeProof covered the replacement of a new device. I do have insurance so the cost is $199 plus shipping and handling.

Business Response: ***,
Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited. 
 

Sincerely,

******

LifeProof CS Admin Customer Support

Consumer Response: Better Business Bureau:

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

Regards,

*** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case for my iPhone 4s from Lifeproof's website for list price, which is $79.99. After I put the case on the phone, it became obvious that the phone's ringer was attenuated by the case so much that it was hard to tell it was ringing even when you held it in your hand. It was almost impossible to text through the plastic case that covers the LCD. The website led me to believe that having the case on my phone would be transparent to its use. That certainly is not the case. I contacted the company for a return authorization number and received notification that the company charges a 15% restocking fee.If the case had not hindered the operation of the phone, and had not muted the ringer to the point of my missing calls, I would have kept it. As it stands, it is not working as advertised, and therefore, I feel like I should not be penalized for wanting to return it for a full refund. I am paying for the return postage; that should be sufficient.

Desired Settlement: I would like a full refund upon the return of the case without penalty for not being able to deal with the case's incompatibility issues.

Business Response: *******,
Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you.

I have looked through the system, and we have submitted a full refund for your return. Once this item has been received at the warehouse, you should see a full credit for this purchase back to your account.

Please let me know if this is not what you receive, as I would be more than happy to correct that for you as well.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.
 

Sincerely,

******

LifeProof CS Admin Customer Support

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 company does in fact refund the total amount to my method of payment.


Regards,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a life proof case for my IPHONE 5 thinking I was safe around water...it states it is water proof...but it wasn't, called life proof and they said we will replace the case....hmmmm well I don't have a phone to need a case so why would I want a second case if the first one didn't work??? This is false advertising and is not OK...they say well you should have taken out some sort of insurance on your phone....really??? If you are saying that Lifeproof is water proof then why do I need something extra??? This case is avg $80 so this is crazy to charge this and then even protect the consumer....Such outrage!!! I will tell everyone not to buy Lifeproof!!!

Desired Settlement: I would obviously like my phone fixed, but since it has water damage I double that Apple care will take care of that...so it is an IPHONE 5 and I would like that replaced, but if I can't at least give me the $$$$ that I payed for the life proof case!!!!!

Business Response: ******,
Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email.

Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******
LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: LifeProof case failed to protect my electronic device from water damage as advertised, despite proper use of the LifeProof case in accordance with all instructions. LifeProof has failed to stand behind the product or repair or replace the damaged items.

Desired Settlement: Replace or repair defective items including LifeProof case and iPhone 5.

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

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

Consumer Response: The business' solution is rejected.  The failed phone case caused irreparable water damage to an iPhone 5.  Replacing the case, or refunding the purchase price of the case, does not address the issues with the damaged phone.  To address the damage caused by the failed product, LifeProof must either offer to repair the phone or replace it.
 
Sincerely,
*********

Business Response: *********,
Again, I am very sorry to hear about the damage to your device.

I understand this is a very frustrating experience. I apologize that the representative at the AT&T store mislead you about what our warranty covers. We offer a warranty on all products manufactured by LifeProof, so we are happy to replace your case under the warranty. As stated in our warranty policy we can only warranty products manufactured by LifeProof. Because your device is not manufactured by LifeProof we are not able to cover the cost of repair or replacement. It is expressly stated in our Limitation of Liability that we bear no responsibility for any device damaged inside or outside of a lifeproof product.

YOU UNDERSTAND AND AGREE THAT LIFEPROOF HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CONSUMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE THE LIFEPROOF PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. 

To read our complete warranty policy and Limitation of Liability please click the link below.

http://www.lifeproof.com/en/policies-and-warranties/#LIMITED PRODUCT WARRANTY
 
Please let me know if you would like to proceed with the warranty replacement, the refund or both and I will send instructions with all of the necessary information. I apologize for any inconvenience this experience may have caused you. 

Warm Regards,
******
LifeProof Customer Service Administration

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased an otter box case for his ******* **** *. We spent 65 dollars on a case that was guaranteed to protect the phone or they would cover the repairs or so we thought. My husband had the phone on his lap in the case when he stood up and the phone dropped and shattered his screen. We contacted otter box and they said they would only cover the cost of the case not the phone. I am confused as to why they are advertising that their cases are so durable when they are not and then charge an outrageous price for a phone case that does not even work and then they do not even stand behind their word. Now we are out 185.00 on a phone because otter boxes case did not provide their protection they have advertised. I am looking at hopefully having this issue resolved in the best interest of the customer and asking otter box to cover the cost of our warranty with tmobile and pay for a replacement phone that should not even need replaced if their product would have done what it said in the first place. We have contacted ******* and **** *** where we purchased the otter box from and they all agree that otter box should stand behind their product.

Desired Settlement: 185.00 for the warranty of a replacement phone and 65.00 for the cost of the otter box that was not what we expected

Business Response: Hello ****,

I am sorry to hear that your phone did break. Under our warranty we do cover the OtterBox case, but not the device. The reason for this warranty is simply due to manufacturing. We manufacture the OtterBox so we are in control of production of our product, and that is why we can cover the case under warranty. Since we don't manufacture the device we are unable to cover that product. Our cases do add protection for dust and drops/falls, but are never guaranteed because there can be freak accidents where the phone can break in a case. These drops and falls are extremely rare and are "freak" accidents. It is stated on our website that we cannot cover the device. Below is the link if you wish to read our warranty in it's entirety. 

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Since we only manufacture the case, we can only stay within the guidelines of the Otterbox. The best that I can do for you is offer you a refund on the case. This is something we usually don't do, especially if the case was purchased through a third party vendor. However, I would like to help you out as much as I can. This refund will come in the form of a physical check to you for the price of the OtterBox product. If this is something you would like to take advantage of this offer please call us or close the claim and we can move forward with this refund.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I collect cases for my phones so I go with otterbox they replaced some cases for me later on they questioned my photos for my warranty claims so and they blocked my number there are two employees named **** and ***** who started this whole thing they started getting angry and saying I forged photoessays and a store receipt to get free cases later on I got claim denial emails they have blocked my number and email I have no way of contacting them they accused me of looting they made me feel like a criminal it came to the point that I'm afraid to check my email I just need you to look forward into this matter and see what you can do about **** and ***** they lie constantly and they wouldn't allow me to speak with any one else I can no longer talk to them please help

Desired Settlement: Tell them to unblock my number and do something about **** and ***** get my ion case replaced

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. I reviewed the warranty claim that you submitted for the iPhone 4/4S Defender iON case. The serial number that you provided is a serial number that has already been submitted for replacement under the warranty. Each case is only eligible for 1 replacement and every case is individually serialized. **** made a huge exception to our policy and offered to pursue a warranty replacement if you can return the item to us. He shipped a return box and return label to you. We are just waiting to receive the item. After you have returned the item to us we will move forward in the warranty process. Please let me know if you have any additional questions. 

*****

Consumer Response: Complaint Detail / Problem
Nature of Complaint: Customer Service Issues - No Detail Provided
Problem:
I had a lot of otterbox products I use to be a big fan after moths of abuse I decided to get some of them replaced. I called in a few times and you replaced them no problem I even showed proof of purchase and then the location of my mobile store was moved later on in the businesses lifespan later on I spoke to supervisor and she stated " there is no such store as my mobile" even though there technically is I typically get all my otterboxes from there currently I have 7 your customer service started getting rude my son took a picture of his otterbox and he's studying to become a photographer he also does online reviews he edited his otter box photos for Facebook and he used the same photos in his claim I apologized to you're team. Now you people are rejecting my calls all because of you're supervisor She also said I foraged the receipt I'm not a computer genius and I don't have the means to do so I'm upset about the whole issue my account has been flagged my calls are being rejected and you people are not sticking to your customer service standards that you claim to have all this becuse my 9 year old did something stupid it's compleat lay upsetting to see him asking when his will get repaired I demand you un flag me and let my calls go through after all these acusations and poor treatment just becuse my son didn't know any beter he has that case it's not like he's looting I couldn't reach you I had no choice but to contact the bbb and that's saying a lot
Translate

Desired Settlement / Outcome
Desired Settlement: Other (requires explanation)
Desired Outcome:
Unblock my number let my calls go through unflagging my account and I would appreciate an apology

 

Business Response: Hello *****, 

Thank you for your response. As I mentioned in my previous response you have contacted us to warranty a Defender iON that has already been replaced under our warranty. After the unit is warrantied it is to be returned to OtterBox, and that same unit cannot be warrantied a 2nd time. We are able to track this because all Defender iON cases have a unique serial number. **** agreed to make an exception to this policy if you returned the product to OtterBox, we sent a return shipping box and a prepaid label to you so that you could do so at no cost to you. We have not received this item so we cannot warranty the item. You have continued to contact us to have this item replaced after we told you exactly what needed to happen to have the item replaced. We are happy to uphold the offer we have made, and to uphold our warranty policy but you must return the item to OtterBox prior to any replacements being sent to you. If you have any additional items that need to be warrantied we are happy to take care those as well. In order to have those additional items replaced you will need to return these items to OtterBox to have them replaced. This Process falls in line with our warranty policy. If you would like to read the full policy it can be viewed in the link below. If you would like to proceed with this please let me know and I will send instructions on how to return the additional items to OtterBox. The return packaging and pre-paid shipping label that we have already sent to you can be used to return your Defender iON case. Please let me know if you have any additional questions.  

http://www.otterbox.com/warranty-full/warranty-full,default,pg.html

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof offers four proofs on the front page of their website advertising their $50 iPod, phone, and tablet cases. The first proof about water 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."Based upon this advertisement, my 18 year old son spent his own money to protect an iPod (also purchased with his own money) with a Lifeproof case. The case is at least twice the price of other cases, but because it promised to protect his iPod investment, he paid the extra money. Needless to say, the case failed on his senior class trip when it became wet while being used poolside for pictures. After several phone calls and letters to Lifeproof, they are standing by the very fine print in their warranty that they will not repair or replace the damaged iPod. I find this unethical and exceedingly dishonest. All of the marketing materials suggest complete protection yet when the product failed, the company offered no protection. To be fair they offered a new case and/or a refund on the original case. I am not sure of the benefit of a new case when there is now no iPod to place inside.

Desired Settlement: I believe that Lifeproof should repair or replace the damaged iPod as the only acceptable resolution. Failure to do so is a failure to stand by the four proofs so prominently displayed in their advertising.

Business Response: Dear *****,
Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

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

I am rejecting this response because:  ******'s response is not a response at all.  I have spoken with ****** already and she held firmly to the company's policy that they will not, under any circumstance, repair or replace the damaged iPod.  I reiterate that the only acceptable solution to this matter is for Lifeproof to stand by their guarantee that an iPod, phone or tablet is "100% protected" if a customer uses their product.  These are words taken directly from very prominent advertising on Lifeproof's website (see the Four Proofs).  Given their insistence in several telephone conversations that they will not repair or replace the iPod, their advertising is misleading and unethical.  

Lifeproof misleadingly offers protection that they refuse to stand by.  Getting people to pay more than twice the customary amount for a case that offers "life proof" protection but then fails to live up to that standard is unacceptable and bad business.  I remain hopeful that Lifeproof will stand by its bold promises.

Regards,

****** *****

Business Response: Good afternoon *****,

Again, I am very sorry to hear about the damage to your device.

I understand this is a very frustrating experience. I have offered to cover reimbursement for the case purchase price, but for me to proceed with this reimbursement, I will require a valid receipt showing this purchase amount.

We offer a warranty on all products manufactured by LifeProof, so we are happy to replace your case under the warranty. As stated in our warranty policy we can only warranty products manufactured by LifeProof. Because your device is not manufactured by LifeProof we are not able to cover the cost of repair or replacement. It is expressly stated in our Limitation of Liability that we bear no responsibility for any device damaged inside or outside of a lifeproof product.  

YOU UNDERSTAND AND AGREE THAT LIFEPROOF HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CONSUMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE THE LIFEPROOF PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES.  

To read our complete warranty policy and Limitation of Liability please click the link below.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITEDPRODUCT WARRANTY
 

Please let me know if you would like to proceed with the warranty replacement, the reimbursement, or both and I will send instructions with all of the necessary information. I apologize for any inconvenience this experience may have caused you.  

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

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

I am rejecting ******'s response because:  LifeProof guarantees the safety of the electronic device in their advertising yet adheres strictly and rigidly to a policy that belies that guarantee.  Their customer service personnel are highly skilled at saying no in an array of ways, yet they lack skill in actually serving the needs of customers.  

LifeProof makes its money guaranteeing protection is fails to deliver.  This is both bad business and unethical.  I am offended at the repeated attempts to cover false and misleading advertising with fine print at the bottom of an obscure warranty disclaimer.  

Repairing or replacing the damaged iPod and changing the advertising campaign (Four Proofs) is the only acceptable solution to this claim.  

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We recently purchased a Lifeproof case for our son's iPod Touch 5. The packaging clearly states it will protect a device in up to 6.6 feet of water. We purchased the case for this very reason as we planned to snorkel on vacation. The very first time he used his iPod with the new case while snorkeling the case failed and destroyed the iPod. We contacted Lifeproof who did offer to replace the case for no charge however declined any reimbursement for the damaged $300.00 (32g) iPod 5.

Desired Settlement: Lifeproof claims prominently on the product package and on their website that this is a waterproof case. I would like to see Lifeproof stand by their product and cover the cost of replacing our device. Apple will cover some of the cost and will replace the device for 150.00.I would also hope to see either an improvement in the product or a change in their product waterproof claims in their packaging and advertising in the future.

Business Response: Dear *****,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******
LifeProof CS Admin Customer Support

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

I am rejecting this response because:

Please see the attached document. It has a copy of the email from ****** with LifeProof/Otterbox and my response. Unless LifeProof stands by their product claims at least reiburses for the cost of replacing this device (per Apple this would be 150.00) this will continue to be considered unresolved. We also requested that LifeProof no longer claim this device is waterproof by stating so in advertising and on the packaging etc. unless they are willing to stand by their product. Furthermore, I have since learned there are many other consumers that have been victimized by these false claims so we will do all we can to make sure consumers are aware.

Regards,

***** ******

Business Response: *****,

Thank you for your reply and additional information which you provided.

Again, I am very sorry to hear about the damage to your device, as I understand this is a very frustrating experience.

We have always offered a warranty on all products manufactured by LifeProof, so we are happy to replace your case under the warranty. As stated in our warranty policy, however, we can only warranty products manufactured by LifeProof. Because your device is not manufactured by LifeProof we are not able to cover the cost of repair or replacement. It is expressly stated in our Limitation of Liability that we bear no responsibility for any device damaged inside or outside of a LifeProof product. It is also stated on the outside of the packaging that the devices are not covered under this warranty.

To read our complete warranty policy and Limitation of Liability please click the link below.
http://www.lifeproof.com/en/policies-and-warranties/#LIMITEDPRODUCT WARRANTY

Our cases are designed to be waterproof, but this also requires meticulous care to ensure that the case is in perfect working condition to be able to withstand being submerged, whenever and wherever that may be. Again, this information is included with the case in the original packaging. 

I apologize if my response in regards to the case replacement/reimbursement came across as confusing, as I was referencing 2 separate things… 

“As far as the case purchase price is concerned, I would be more than happy to reimburse this cost for you. In order for me to do this, however, I will need a copy of the original purchase receipt.” – I would like to get the case purchase price reimbursed for you, but I will need a receipt before I can make this happen.

“Please let me know if you would like to proceed with the reimbursement, as it looks like we have already shipped out the replacement case for you. I apologize, again, for any inconvenience this experience may have caused you. I look forward to hearing from you soon”

*Reimbursement (in the first example) is referencing the cost which I would like to reimburse you. This would be the amount which you purchased the case for originally. 
*Replacement case (in the second example) is referencing the replacement case which was already mailed to you, as you can do what you like with this (use it on another device, sell it, donate it, etc.).

I honestly do understand how upsetting the loss of memories can be, with the loss of photos and videos. For this, I am truly sorry. I wish there was a way to recover such things. 
Please let me know if you would like the reimbursement on the case cost – and if so, please also include the receipt with your reply.

I apologize, again, for any inconvenience this experience may have caused you. I look forward to hearing from you soon!

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Warm Regards,
******
LifeProof CS Admin Customer Support

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the otter box armor series for the iPhone 5 and this company states that there case is waterproof. I got the case to protect my phone in different types of elements, like everyday use drops etc. The company says there case is waterproof drop proof dust proof and crush proof. Well it's clearly not waterproof. My iPhone 5 was a working Iphone until I installed this case on it and submerged it in water.. Which the advertisement States that it can be underwater for a duration of 30mins. My device was inside a water bowl for exactly 2mins before water getting inside of the case then getting to the phone. I have video to prove what happened. I called the company telling them what happened and they clearly said they will replace the case but not my device! If you ask me that's false advertisement if your saying your product can protect the device for water and it clearly doesn't. Now I would have to purchase and completely brand new phone because of this company lies to me as there customer . I think I should be reimbursed not only for the case before my device as well. This has to stop!! This company is breaking people devices and are not taking the blame for it and I think it's unfair how I went from a completely working phone to a non working iPhone 5 in the matters of 2mins

Desired Settlement: Replacement for the cost of my device which is a iPhone 5 64gb model and also a reimbursement for the case or be sent another replacement case! I mean the product doesn't work!!!! Like it's stated to work! I just would like my device replaced and reimbursed for the cost of a new device. Also they need to take better care of there customers and have this product removed from there product line for false advertisement!!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof shipped a defective product in addition to the box being torn before I even opened it. Upon receiving the case from Lifeproof I immediately contacted them to state my concern the same day that the order was received. I was informed that they could ship me a replacement but it would take 10 days to get there. I felt this was needless to say unacceptable. I asked if they could expedite the shipping and they said that they could but it would cost $50 and it would not arrive till Wednesday due to the Weekend and Holiday. I then asked if they could do a full refund of the product since it was a defective product and the box it came in was torn. The supervisor I spoke too agreed to do this. The tracking information showed that the case was received by Lifeproof on Feb 14, 2014. Fedex Tracking number ************ https://www.fedex.com/fedextrack/?tracknumbers=************. The refund for the incorrect amount was $67.99 was issued on 2/26/2014, 12 days after receiving it back. I have made several calls and have been told countless stories about the whole ordeal. First I was told that they applied the refund of $67.99 since there was a system error and that a discount was applied. Now I am being told that I had to pay the restocking fee since there is no notes on the account stating it was a defective case, the case has been destroyed so they cannot verify. I am more than livid at being lied to and then told different stories. I spoke to some one on 3/4/2014 at about 2:00 PM, she said that the restocking fee was applied since there was no notes of defective product, she would not let me speak to a supervisor and told me the supervisor was in his car. After hanging up I waited approximately 5 minutes and called back and was informed there was a few supervisors in the building and asked to speak to them, put on hold then hung up on. The original person I spoke to on 2/1/2014 stated that they would waive the restocking, speaking with the woman today there were no notes in the account stating it.

Desired Settlement: Refund for the correct amount of $79.99, Due to being lied to several times and hung up on I would also like the shipping costs incurred of $8.87.

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

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

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

I am rejecting this response because: I have received no email from you. I have checked all email accounts that have been provided, and the two email accounts we have used with lifeproof. I am CC'ing the main email account on file with Lifeproof for my wife. Please send an email to my email account or to the one on file with lifeproof.

Thank You,

******* ****

Business Response: Dear ******* and ********,
Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and I would like the opportunity to review them with you. 

I apologize no one had sent you a notification yesterday!
We have actually submitted the information to the accounting department for the refund back on the different that we still owe you. I have sent another request today, since I haven't heard back from them in reference to this for you yet. As soon as I hear back with the status, I will be sure to send you another email with the information that I have.

Please email me back at your earliest convenience and I would be more than happy to help find a resolution for you. I look forward to hearing from you soon!

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support 

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

I am rejecting this response because: I still have not received an email response from you. I received an email from you on March 6, 2014 stating that you would send me an email notification with a response from the accounting department. I replied to your email on March 10, 2014 stating that I looked forward to hearing from you and restated my concern. I sent another email on March 11, 2014 in the morning asking if you had any update. When I checked my bank statement on March 11, 2014 I noticed that there was a deposit from Lifeproof for the $12.00.  I sent another email this morning March 12, 2014 at 9:30 asking for a response. My original request was for the refund of the $12.00 and for the shipping charge incurred due to the amount of time I have had to take to speak with different people countless times and respond to emails. I have received no further communication from you or any one else at Lifeproof regarding my original request for the difference in cost of the case and the shipping costs I incurred to return the Defective product. The total for the shipping costs incurred was $8.87.

Regards,

******* ****

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

Thank you so much for taking the time to review your concerns with me today. I am very happy that we were able to find a resolution for you.  

Should you need anything at all in the future please do not hesitate to contact us at ###-###-#### or by email at *******@lifeproof.com.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

Consumer Response: Better Business Bureau:

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

Regards,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Otter box offered two day fed ex shipping which we elected to use to receive our purchased product by Friday. Item was ordered on a Wednesday and at fed ex facility Thursday morning and shipped out. Item did not arrive at local fed ex facility until Saturday being 3 full days of shipping time. Due to otterboxes special instructions fed ex was told to only deliver on a week day. Thus my paid 2 day shipping will now be 5 day shipping instead. It looks very much like otter box is using 2 day shipping as a monetary scam and the money paid for 2 day is not used to ensure fed ex will deliver in a timely manner. Rather they dodge weekend payment and instruct to hold till weekday to avoid weekend delivery charges.

Desired Settlement: Full refund of product shipping. Falsely advertised two day shipping, as product should have arrived Friday

Business Response: Hi ******, 

Thank you for contacting us regarding this matter. At check out when the shipping options are displayed the following message is displayed on the screen with the shipping options:


Estimated shipping times exclude weekends and holidays.

***FedEx Next Day & FedEx 2-Day will still be subject to a 48 hour processing period and will not be eligible for weekend deliveries

The clock starts ticking for shipping times after order processing is complete. Average order processing time is 48 hours or less. All packages going to Alaska, Hawaii, PO Boxes, military addresses (APO, FPO), or US territories (i.e. Guam, Puerto Rico) will ship via FedEx SmartPost. If you have any questions about your shipping destination please contact our customer service team at 855-688-7269 or contact us.Estimated shipping times exclude weekends and holidays.


This information is provided prior to the ordering being submitted, and your package was delivered in time frame that was quoted to you at check out. Because the service provided was exactly as described at checkout we are unable to offer a refund on the shipping costs. I apologize for any inconvenience. Please let me know if you have any additional questions. 

Peter

Consumer Response: Complaint: *******
 I am rejecting this response because:
First when logging onto your website it clearly says free shipping or $5 dollar 2 day shipping. There is no * or see terms or conditions thus one is left to believe there are no special terms. Second if one advertises clearly without special terms on the main website why would a customer be inclined to believe this would change later in the transaction process. It seems a tad bit of false advertising is going on. Second the item was shipped out at 9 am on Thursday wich would be day one making Friday day two so with that logic any day beyond Friday would be past a two day period.  Since your company is so determine to refuse to refund the small amount of $5 dollars and waste my time by fighting the issue I will make sure I do not purchase any more of your products every two years as I upgrade my accounts 6 phones every two years totaling a rough $360. I will ensure the higher managment knows of this. Thanks, your company's loss.
 
Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I purchased an Otterbox case for my Samsung Note 2. I was of the understanding (as per salesman/managers suggestion) this would protect my phone from damage from everyday use. Other people I know use Otterbox and believe as I do. My phone (of 4 months) fell off the end table (approximately 18 inches high) and the screen became garbled so I took it to my cell carrier to be fixed...when they removed the Otterbox covers...they discovered a crack in the glass..also the touch panel broke...my warranty did not cover this..so I went to the Otterbox website and chatted with online customer service who told me they only covered the case and could send me another..my case is not broken..my phone is...so I looked at their ad on their website... and it says "protects against drops, bumps and shocks" there is more about taking your technology anywhere with confidence. I feel Otterbox should cover the cost of this phone repair AND change the ad...as salepeople are obviously under the same impression I (and others) are.

Desired Settlement: I would like Otterbox to cover the cost of repairing my phone..I'm told it will cost $301.25 to fix. I would like the ad to reflect there is no protection as they state it. I would like the salespeople to be aware they are encouraging customers to accept they are protected when they are not.

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

I am sorry to hear that the screen broke on your phone while inside the case. Since we don't manufacture the device itself, we are unable to do anything for that product. Our advertising does state that the case helps prevent against drops/falls and dust as you mentioned, but there are freak falls where the screen can break. Our cases add protection, but is never guaranteed as those freak accidents are possible. I am sorry this has happened to you, but we are unable to replace, reimburse, or refund your phone or any costs to repair the phone. This is something that is stated in our warranty online. If you would like to read our warranty in full, please see the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

What I can do for you is work with the OtterBox product as that is what we manufacture. You did mention that the case wasn't broken, however I am still happy to send a new case to you free under our warranty. If this is something you would like to move forward with, please let me know.

Sincerest Regards,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Lifeproof product uses false advertising. They claim, "Shock ProofJust drop it! Phone fumbles and tablet tumbles are the most common forms of device destruction. LifeProof cases are built to exceed stringent Military Specifications for drop protection, keeping your electronics protected from the bumps and bruises ofday-to-day living." But, my son's phone fell less than two feet today and screen shattered. I called customer service expecting them to back up their product, but they don't. When I quizzed then on how they could make the claim in their advertising I got nothing but stuttering. Statements like that are all over their packaging and their website.http://www.lifeproof.com/en/why-lifeproof/proofs/"A case that keeps it protected, connected and by your side on your most extreme adventures."http://www.lifeproof.com/en/why-lifeproof/design/This case couldn't even handle a small fall.

Desired Settlement: I want the outrageous claims about being "Shock Proof" removed from their advertising. It's a flat out lie. I spent $90 on a case because I believed it would protect my son's phone from a small incident and it didn't. I don't want anyone else taken by this company.I want my replacement screen reimbursed since their product does not do what they claim it does.

Business Response: Dear ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Prior to the use of this product with my iPhone 4S, my phone was completely intact and without flaw or damage. I purchased my LIFEPROOF case from Best Buy in November of 2013 simply because it was advertized to protect your phone from water, dirt, & shock. Without noted exposure or drops to my phone, I noticed a few weeks ago that the camera lens was cracked. Upon opening the LIFEPROOF case I noticed the back side of my phone was completely SHATTERED, along with cracks across the front screen. When I called the LIFEPROOF customer service number to report this incident, the LIFEPROOF team member was short with me, rude, and disrespectful. He was frank in advising me that LIFEPROOF does NOT in fact warrenty that their case will protect the phone from water or shock. Then the team member proceeded to hang up on me. When I immediately called back I got a recording stating that the LIFEPROOF office was closed. The next day I received an incident report e-mail from LIFEPROOF at which time I responded with the my story about the poor customer service I received from their team member Alex. I have yet to receive a response, that e-mail was dated March 2 (the original call was placed on March 1).Recently I saw a TV commerical by LIFEPROOF, promoting their phone cases to protect phones submerged in water, covered in snow/dirt, AND DROPS up to 6 1/2 ft. Not onll am I dissatified with the product, but I believe this company is falsly advertising the product they offer, they do not stand behind their product, and the customer support team is obvisiously less than considerate to their paying customers.

Desired Settlement: I believe that the company should at least refund me for the cost of the case ($89 + tax), pay for my phone insurance deductable ($50) to have my phone replaced, write a letter of apology for their services, and no longer be able to promote that the product protects the phone from these elements when clearly it does not especially if they aren't even going to stand behind the product.

Business Response: Dear ****,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and although I still am not happy that I am responsible for replacing my own phone that was supposed to have been protected by this product, I will accept the reimbursement.

Regards,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an iPhone 5 with a Lifeproof case, which I payed $90 for. Today, I accidentally knocked my phone off my friend's bed from no higher than 4 feet from the ground. I go to pick it up and see that it is cracked.I am beyond pissed because the Lifeproof case is suppose to withstand a drop from over 6.6 feet(via the website at this link: http://www.lifeproof.com/shop/us_en/iphone-5/fre/iphone-5-case/)**scroll to bottom of page to view statistics**I then called Lifeproof twice and both said that they are unable to do anything for me because in the warranty they are not liable for anything that happens inside the case i.e. the phone.Not only does that make no sense, it's complete stupidity because if the case did not work properly, the warranty should be for any damage to the phone because of the lack of a sufficiently designed case.That in itself is a manufacturing error, is it not?Both people I spoke to said that some cases are more durable than others(HUH?) and because you could drop them at some unique angle, different from how they test the cases, and are therefore, unable to provide a warranty for the phone.Verizon representative said they are unable to help and it should be at the fault of LIfeproof to fix your phone. That representative told me to be persistent and continue to call them until you reach their higher-ups.Well I told the representatives at Lifeproof I wanted to speak to their manager and they said, coincidentally, they were ALL in a meeting and that they would be out in 30 minutes.It is now 6:34pm and they have yet to call me back from a phone call at 3:12pm.I wanted to know your input and whether or not I could do something as a result of my scenario and the fact they are using "faulty advertising."Seriously need your help or just a direction to go.It is important to note I bought this Lifeproof case on Amazon.com from ****** ******** ***** llc.Thanks for your time in reading this lengthy request.

Desired Settlement: I want my phone screen fixed or a new phone. Whichever is easier.

Business Response: *******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

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

I am rejecting this response because: In the section labeled "Specifications" under the Lifeproof case Mr. **** purchases, it clearly states that the Lifeproof case is shockproof up to 6.6 ft. How can you confidently type in words such as "shockproof" or "shock resistant" into any specifications about the case when your case has failed to withstand a drop from under 3 ft off a bed to a floor, which Mr. **** may add, was carpeted? Not only did Mr. **** buy your case to hope that it would prevent his phone from this abuse, but to also make sure his phone would never crack or shatter. Well unfortunately, Mr. **** paid $71.37 for a case that's only job was to protect his phone and the sad part is, it was a pathetic drop, not a slam dunk, but a gentle drop on the ground that caused his phone to crack. Not only does Mr. **** have distaste for your alleged "warranty" for your cases but also the customer service Mr. **** dealt with was incomprehensible. Mr. **** asked your customer service employee "Mike" to direct him to a manager. He then responded with 'all of my managers are in a meeting and I will have one of them call you as soon as they are free to do so." That call was made last friday and Mr. **** is currently still waiting for that manager. Pathetic. Now Mr. **** has thoroughly read your warranty inside and out, but where do you guys stop and realize that what is detailed in your warranty is, in other words "whatever happens to anything inside the phone, we are not liable for although we put these costly cases on the market so people will invest in the hopes that their phone will not shatter, yet do and you leave the consumer with nowhere to go and expect him to be content with his maltreatment. Mr **** wants his phone screen fixed or Mr. **** wants a new phone. 

Regards,

******* ****

Business Response: Mr ****,

We take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account and reply with the requested documentation or any additional information you would like to provide. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof Customer Support

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

I am rejecting this response because: There has been no justice evident through the previous messages. Here is a list of the following costs of what you asked for in the email: 

-screen replacement(from iRepair & iCustomize) $106.75 [screen replacements here cost $150. Mr. **** bought a used screen this time.] 
-Their website: http://www.*****************.com and phone #: ###-###-####.

-Lifeproof case(Amazon.com) $71.37 [Invoice statement: https://www.amazon.com/gp/css/summary/print.html/ref=oh_pi_o09_?ie=UTF8&orderID=110-4###-###-####002]

-phone replacement is unclear since they no longer sell the iPhone 5 on Verizon's website. Only the 5c and 5s.
5s-$649.00 [http://store.apple.com/us/buy-iphone/iphone5s/16gb-silver-unlocked] 
5c-$549.00 [http://store.apple.com/us/buy-iphone/iphone5c/16gb-pink-unlocked]

Mr. **** gives you the full retail price because he is not qualified for an upgrade until next December; 2 year contract with Verizon.

Still have yet to feel like Mr. ****'s complaint is being taken seriously. Using a cracked screen everyday gets a little tiring and makes him a bit more agitated.

Regards,

******* ****

Business Response: Dear Mr. ****,

Thank you for providing me with the additional information requested. I will be forwarding this information to the accounting department for a one-time exception of reimbursement of the original case purchase price from Amazon.

In regards to your damaged/defective case, if you would like a replacement under warranty, please reply to the email asking for additional information on your case specifically.

For the damaged phone screen, unfortunately this is not something which is covered under warranty, as stated on our website:

"Without limiting the foregoing, you understand and agree that lifeproof has no liability for any damage or destruction to consumer electronics devices or other personal property that are contained inside or outside the lifeproof products, including, without limitation, laptops, cellular phones, or other handheld devices, or any loss of data contained in the foregoing devices. Notwithstanding any damages that you might incur for any reason whatsoever (including, without limitation, all damages referenced herein and all direct or general damages in contract, tort (including negligence) or otherwise), the entire aggregate liability of lifeproof and any of its distributors and/or suppliers shall be limited to the amount actually paid by you for the lifeproof product giving rise to liability."  

Please let me know if I can assist with anything further.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof Customer Support

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

I am rejecting this response because: The fact that your company continues to support the selling of defective cases aka Lifeproof cases is honestly cruel. Your warranty not only is totally contradictory to the product you sell, but it also says that your cases are "shock resistant." Is this not true? I do not want to hear the common response of "well, because of the unique angle you dropped it on, we are unable to take liability for that because we test them in specific settings and we are unaware if they are exactly the same settings." My phone is CRACKED. YOUR case failed to do its job of being SHOCK RESISTANT. Regardless of what your warranty says, you provide explicit detail about what "shock resistant" means, given your height of possible drop that it is able to withstand. Refunding my case that is PERFECTLY FINE, will do me no justice. Now, if you created these nearly $100 cases to save the case itself, you definitely succeeded. Although, that is not the intent of your cases. Especially when consumers like me see a case that says it is "water resistant, shock resistant, dirt proof, and weather proof," that tells me that I need that case. What your telling me is that you are screwing over the whole population of people who are subjected to a cracked phone because of your defective case(S)! 3 foot off of a dorm room bed, hitting carpet, with the top-of-the-line Lifeproof case, and low and behold, my phone cracks. Don't believe for a second that I will let this issue go. I want justice and I want my phone fixed period. 

Regards,

******* ****

Business Response: *******,
Thank you for your reply message with the additional information you provided. However, the phone is not something that is covered under the warranty.

Again, we manufacture the cases with the hopes that the devices will be fully protected, but there is no way we can guarantee the phone or device will stay 100% protected, 100% of the time.

The “Shock Proof” aspect of the case is described as:“Phone fumbles and tablet tumbles are the most common forms of device destruction. LifeProof cases are built to exceed stringent Military Specifications for drop protection, keeping your electronics protected from the bumps and bruises of day-to-day living.”

The Military Standard 810F-516 that this statement is referring to is described as the following:
“What it means to engineers:
MIL STD 810F-516 is the United States Military Standard that addresses the functional drop. This standard requires that a tested item can physically and functionally withstand the relatively infrequent, non-repetitive shocks encountered in handling, transportation and service environments.
What it means to the rest of us:
You can drop your phone or tablet, and it’ll survive. It can handle the vibrations, drops, bumps and bruises you encounter every day.”

In your messages, *******, you have mentioned the phone repair or phone replacement costs needing to be reimbursed… I am required to have a copy of a receipt for any charges before the reimbursement would even be considered. I have offered to reimburse the cost of the original case purchase for you, but again, before I can submit this to accounting, I will require a receipt showing the purchase store, the item purchased, the line item cost for the case itself, and the payment method (usually with your name).

Please email me back at your earliest convenience so that we can find an acceptable resolution for all parties involved.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Thank you in advance,
******
LifeProof CS Admin  

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

I am rejecting this response because: Thank you for going into detail about your warranty. What is odd about the information you provided was the "Military Standard." And I quote "What it means to the rest of us: You can drop your phone or tablet, and it’ll survive. It can handle the vibrations, drops, bumps and bruises you encounter every day.” I may not know every circuit board and manufacturing step of an iPhone or Lifeproof case, but with your provided definition, I feel as though my case is self-explanatory. If this is not false advertising than I am the dictator of North Korea.

Once again, I provided you with the receipt from my iPhone repair. Their system is completely electronic and therefore, I screenshot the ELECTRONIC RECEIPT I was given. I do not have a receipt in paper. The third attachment is my ELECTRONIC receipt that I was given via the Square app I used to pay on.Now onto my Lifeproof case. 

Again I have posted an attachment with this message to show you everything you need to know. The item price, who sold it to me, what form of payment I used, and my name that I used. The second attachment provided is the item model number that this case has. 

Lastly, where is the justice in my situation? Wait, don't answer that. The answer to that lies with your incredibly ironic and contradicting warranty. You make a phone case that is suppose to protect your phone in MOST/ALL situations. The problem I have with this is the endless search I have been on to find some form of moral judgement by any official in the LifeProof co. I understand stuff happens but you're telling me that because I invested in your product, because you convinced me your product will protect my phone, the consumer is held accountable? Yes, you didn't drop the phone. I did. But where is there a piece of solid ownership through all these messages that says "Hey, you know what? We messed up Mr. ****. Your phone crack situation provided should of been able to withstand the shock resistant impact it endured. We apologize and we want you to know although our warranty says what it says, morally and ethically, as a company, we find that we should fix your screen, given the unfortunate circumstances." This is what companies around the United States would do because they would not want to risk losing consumers. I know this because with the technology we have now-a-days, the word could spread like wildfire. Now, if you think that I am completely speaking a different language on planet Krypton, please do tell me how my argument is incorrect or flawed?

I don't ask much. What I ask is you take ownership for a screen that will cost you a millionth of your total company revenue, and help a consumer out that believed in your product. With that, I conclude my argument with the perseverance to not stop until justice is reached for myself.


Regards,

******* ****

Business Response: Dear Mr. ****,

Thank you for providing that information to me again. I had sent the request to accounting, but since you have not received this refund for the repair cost thus far, I sent another request to inquire on the status of the refund. This will be a paper check, mailed in the general mail, so this can take a few weeks to be fully processed, printed and mailed. Again, the phone is not something which is covered under warranty, so this is a major exception to cover this expense for you.

If you would like a replacement case, I will still need the additional information on the case itself, which we have requested previously in another email.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Just to clarify, what will be my refund total?

Regards,

******* ****

Business Response: Good Morning *******,

The refund amount will be for the amount listed on the receipt provided for the phone repair.

I am very happy that we were able to find a resolution for you.  

Should you need anything at all in the future please do not hesitate to contact us at ###-###-#### or by email at support@lifeproof.com.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******
LifeProof CS Admin Customer Support

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Previously had an otterbox defender case for my I-phone four, it was great. Just purchased the I-phone five. The defender case that costs $49.99 does anything but protect my phone. I called the company and my ticket was lost, called back, to find out that there had been issues with the pictures I had sent. I had already spoke with a manager in regards to the photos because I was not comfortable with taking my phone out of the case to take a photo of the defective case. If my screen cracks it costs $200.00 on my insurance. I would not recommend Otterbox to anyone again.

Desired Settlement: I would love my money back if that's an option.

Business Response: Hello *****,

I am sorry to hear that you are having issues with your case and the Vanity window is not lining up with the Apple logo. In the early production of that particular case, that particular aesthetic issue was pretty prevalent among our iPhone 5C cases only. As of recently we have resolved this issue with a proper mold to put that Apple logo square in the vanity window. In your warranty claim I can see the product was purchased at Sprint. Since the product was purchased at a 3rd party retailer, you will want to go through sprint for a refund. With the photo you submit I am able to see that we have sent out a new one under warranty. I am sorry that you have that issue currently, but that new order is on it's way and will resolve that issue. 

If you do have any more remaining questions regarding your warranty you can always call our Customer Service line at 1-855-688-7269, or reply to any email confirmation you may have received. Any representative can help you or if you prefer, you can ask for me and I should be able to assist with answering your questions.

Sincerest regards,
*****

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

I am rejecting this response because:

Regards,

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

Even with the new case that was sent there are issues with the old silicone and trying to get help from Customer service is next to impossible. 

Business Response: Hi *****, 

Thank you for your response. I do see that you have uploaded the requested photos. We have ordered the new silicone on warranty order **********. You will receive an email with the tracking information for the order as soon as it is shipped from our distribution center. Please let me know if you have any additional questions. Thank you for your patience and support!

-***** 

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

I am rejecting this response because:

Regards,
***** *******

*****,

I'm rejecting this due to the item being sent as the replacement is not the same nor can you come close to the same color I had purchased. I'm very discouraged and I am unable to return the product to Sprint due to the product being opened. 

*****

Business Response: Hi *****, 

When we updated the design of the case we did update our color selection so that they match the colors of the device more closely. I see that they grey silicone had been ordered for you as the pink silicone had not yet been released. Good News! The pink silicone was released today. I would be happy to send the pink silicone cover to you so that you have a case that matches your original choice more closely. Please let me know if this is something that interests you. 

*****

Consumer Response: Better Business Bureau:

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

Regards,

***** *******
***** I would very much appreciate the pink one and would be more than happy to return the grey one.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have submitted warranty claims multiple times but never got my 2 new cases as both cases are doing the same thing. Contact me for more information.

Desired Settlement: I would like 2 new cases for my Galaxy S4 Actives. Both of the cases have screen protector issues. They make the phone respond to one touch as multiple touches.

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. We are happy to help you complete your warranty claim. I have reviewed your submissions and we are still waiting for the correct photos of your cases to be uploaded.I just resent an email to you with the instructions for sending the photos. We must receive photos that include your name and today's date. As soon as we have these photos we can order the appropriate replacement parts.  Please let me know if you have any additional questions regarding our warranty policy or procedures.

-Peter 

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 had my warranty claim taken care of now that I have gotten the Better Business Bureau involved.  I would like to thank the Better Business for their help and mediation in this matter.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I put my receipt in my purse. When I went to register by product, I found that I was 6 days late(2/6/14). It had a 14 day restriction. I called Total Water Protection Program Support at ###-###-####. I talk to ***** who put me on hold twice. When she came back the first time was to request Verizon Wireless create a new receipt for me that would reflect a valid date within the 14 days needed, I stated that I didn't feel that was an option, the next time to state she couldn't help me. I did call VW to see after I talk to her and they couldn't help me.

Desired Settlement: I not sure anything can be done because it was my fault. But I now paid for protection that I can not get, and I can't return the case for the same reason because of date.If I bought directly from them, I would get 21 days and I would have made it. Their reason to giving the extra 7 days is because they mail and not walk out the door like I did.I can't really be the only one that missed this 14 day limit.The business zip code is 80521, the ***** is mine would not accept the correct zip.

Business Response: Dear ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a lifeproof case for my son for Christmas but he also received it from his grandparents, so I returned my case~~Have spoken with their customer service department because I have not received a refund even though I have an email comfirming the product has been recieved in the DC. They stated they refunded my card January 14 but it is not in my account as of today. I have called customer service 5 times since then. Today, Monique, a supervisor, hung up on me.

Desired Settlement: Would like my refund

Business Response: Hi *******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have previously tried to contact you by email, and unfortunately, have been unsuccessful. Please take a moment to check your personal email account for a direct message from us. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

***** B

LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Packaging states that a phone can survive a drop of 6.6 feet. It does not state anywhere on the case that the protection is only for the case. Phone fell out of my pocket and my phone broke. I called the company and they stated the phone is not warrantied, only the case. They also stated you must have an older package, they forgot to include that. But the info was available on the website and they refused to honor the warranty.

Desired Settlement: I just want a refund for the case since it didn't perform as promised.

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Broken phone glass due to fall while in Lifeproof case. My son bought a Lifeproof case at Best Buy. His phone fell out of his pocket and the front glass shattered on impact. He called Lifeproof and was informed that the warranty applies only to the case and not to the phone in the case. He is not interested in a new Lifeproof case because they clearly don't work, but the brand new colored glass that he got for Christmas needs to be replaced and a better quality case needs to be bought.

Desired Settlement: My son needs new glass for his phone and the price of the Lifeproof case to buy a different brand.

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******

LifeProof CS Admin Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: PURCHASED PRODUCT FROM RETAILER. PRODUCT WAS DEFECTIVE AND MANUFACTURER REFUSES TO HONOR WARRANTY. WE PURCHASED TWO LIFEPROOF IPHONE CASES ON 12/21/13 FROM BEST BUY STORE#*** WHICH IS LOCATED IN ********* NY *****. EACH CASE $68.05 BEFORE TAX. PAYMENT WAS MADE USING A VISA DEBIT CARD. THIS PRODUCT ADVERTISES ON THE PACKAGING THAT IT IS WATER PROOF. DIRT PROOF, SNOW PROOF AND SHOCK PROOF. ONE CASE WAS DEFECTIVE DUE TO THE FACT THAT CONDENSATION BREACHED THE CASE AND ENTERED THE IPHONE CAUSING PERMANENT DAMAGE..I.E IT NO LONGER FUNCTIONS. WE CONTACTED LIFEPROOF AND ATTEMPTED TO HAVE THEM STAND BY THIER PRODUCT BUT WE WERE TOLD THAT BECAUSE WE BOUGHT IT FROM A RETAILER AND NOT DIRECTLY FROM THEM THEY WILL NOT HONOR THE PRODUCT.WE WERE FURTHER TOLD THAT BEST BUY DECLINED THE WATERPROOF PROTECTION BECAUSE THEY HAD THIER OWN . NO WHERE ON THE PROSUCT BOX OR IN ANY PAPERWORK INSIDE DOES IT MAKE THE PURCHASER AWARE OF THAT FACT. WHEN WE CONTACTED BEST BUY WE WERE TOLD THAT THE WAARANTY, WHICH WASNT OFFERED TO US AT CHECKOUT, ONLY WOULD COVER THE CASE, NOT THE PHONE IT IS SUPPOSED TO PROTECT. THIS IS SUCH AN UNBELIEVABLE CONTRADICTION BY BOTH COMPANIES AND WE THE CONSUMER WHO BOUGHT THE PRODUCT IN GOOD FAITH ARE LEFT WITH NO RECOURSE. WE HAVE THE ORIGINAL RECIEPT FROM PURCHASE AND WHO WE SPOKE TO AT BOTH COMPANIES.

Desired Settlement: DUE TO WATER DAMAGE WE WOULD LIKE PHONE REPLACED AND MONEY FOR THE CASE REFUNDED.

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof refuses to replace phone broken while in the lifeproof case. I dropped my iPhone 4s on a wood floor from waist high while it was in the Lifeproof case and it shattered my phone. Lifeproof advertises that it is, as its name states, life proof. They claimed to me when I called them that they tested the case with the military and it is supposed to be crush proof and shatter proof. The lady also mentioned that they did not do their testing with a phone inside the case. I do not care if the case is practically indestructible if my phone breaks in the process; what is the point of that? That is absolutely ridiculous.

Desired Settlement: I want the company to replace my phone with a brand new iPhone 4s.

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

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Items returned to company and acknowledged received on October 28,2013. The company has failed to refund purchase price. On October 11, 2013 2 items purchased in ****, hawaii at event booth totaling 108.68. The items were returned and acknowledged returned on oct 28, 2013. I have not received a refund despite multiple phone inquiries and emails and literally hours on hold. Each time they request a copy of receipt and last 4 of credit card number used. When provided they say that it has never been received. On December 22 an email acknowledged receipt of supporting documents (case *********,*********). On today's date another copy was sent of the receipt was sent to support@lifeproof.com (***** supervisor, ***** rep)

Desired Settlement: I would like a full, immediate refund to my credit card and also compensation for the hours spent on hold(current call is at 1 hour and 10 minutes and then they hung up.

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

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LIFEPROOF case from my Verizon dealer being told my phone and my case was covered for one year. I dropped the phone while in the case and they gave me the run around first they said they could not cover the phone but I would be refund for the cost of defective case. when I received no refund a contacted them again and they said sorry but you where mis-informed we do not cover nothing. I then contacted version and they read through the warranty it states one year coverage on outside case but when you read through all the fine print they only cover for 30 days. this is misleading and should be corrected and should refund people whom where told they had coverage.

Desired Settlement: I want a $400 to replace my phone and $60 to cover defective case. I would also like to see this misleading company have to change their advertising to be honest and stand behind their product.

Business Response: ****, 

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the LifeProof cell phone cover based upon the packaging claims that it is "Water Proof" and "Fully Submersible to 6.6 ft". I completely followed the directions included in the packaging information. My phone slid in a sink (that wasn't even full of water) and now my phone doesn't work because of water damage. When I contacted Life Proof I was advised that they will replace the case but not my phone. So now, I will have a case that I don't feel lives up to their advertising and no phone. I was advised that since I purchased the case at Best Buy they wouldn't be able to replace the phone. Well if the terms are different when purchasing an item from Life Proof and one of their distributors then the packaging should be different. Their product didn't work AS THEY ADVERTISED. I purchased the case at $89.99 because of the implied warranty on their packaging. This absolutely appears to be false advertising.

Desired Settlement: As stated, LifeProof offered to replace the case but that really doesn't do me any good since now I don't have a working phone and since their advertising is clearly not legitimate I couldn't trust their product. I feel that since I relied on their advertising they should replace my phone since their product didn't live up to its claim. LifeProof should not be able to sell a product stating that it is "Water Proof" and "Fully Submersible to 6.6 ft" unless it stands behind these claims. The remedy should be to replace the damage caused by their false advertising and offering to replace my phone.

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct contact information. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof Customer Support

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

I am rejecting this response because: LifeProof has not made any offer.  LifeProof has requested information that I have forwarded 2 times (as it doesn't appear that they received it the first time). 

Regards,

****** *****

Business Response: Dear ******,

Please check your personal email with a direct message from LifeProof in regards to your resolution.
 
Should you need anything at all in the future please do not hesitate to contact us at ###-###-#### or by email at support@lifeproof.com.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a defender series OtterBox on 2/17/2014. On 2/20/2014, I accidentally dropped my phone, which was in the OtterBox, not even 3 foot to the ground. The screen of my phone shattered and I was so upset. I spent almost $60 for the case and then had to turn around and spend $98 to repair the screen when the product is advertised "Robust, 3-layer protection withstands drops, bumps and shocks". There are also videos showing phones falling from high distances and not breaking. I dropped it ONE time and it was a short fall and it shatters. I feel like this is false advertisement. I would have never bought the case if I knew it wasn't as strong as they make it seem. They are telling me they won't refund my money for the case and they won't do anything about the screen. This is my hard earned money, down the drain. I feel SOMETHING should be done.

Desired Settlement: I would like to be refunded for the case and the screen repair due to their faulty, and falsely advertised product.I have proof of purchase and repair.

Business Response: Hello ****,

I am very sorry to hear your phone broke while inside the OtterBox Product. While our cases do advertise drop, dust and shock resistance there can be freak falls and drops where a phone could break in our case. Under our warranty stated on our site we are unable to cover devices. The reason why we can't cover devices is because we don't manufacture that product. If would like to read our warranty in full here is the link: https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

We are more than happy to help with your OtterBox product under our warranty. I am able to send you a free of charge new OtterBox product under the warranty. If this is something you would like to take advantage of, please let me know.

Thank you,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: there product that states it makes the phone water proof and now my phone is wet on the inside and lifeproof is stating that there not responsible i purchased a lifeproof phone case that states it makes the phones waterproof for $89.00. i then put my brand new i phone 5s that i paid $800.00 new from apple store in the case. everthing worked fine till the phone got wet. i went to the apple store where i purchased the case and was told that my phone was damaged due to water. i was told by the store associate to contact life proof directly because they are the ones that manufacture the case and thay will help me out with thier warranty claim.. i then contacted life proof customer service and was told that they do not warranty the phone.. and there is nothing that can be done about it.. i asked to speak to a superviser and was told i should have went on youtube.com to watch videos that other people have made in thier home making sure your phone is water tight. the directions tell you what to do. never stating to go on youtube and watch homemade videos. the superviser then went on telling me to be more careful nextime.. i purchased a brand new life proof case from a reputable dealer (apple store) and put my perfectly working i phone 5s in the case and used it near water, now my phone is not working, and that is my fault? the box clearly states that it makes your phone "water proof, Dropp proof, and dirt proof). now my phone contract is not eligeable for a upgrade and i have to pay retail for the phone which is 800.00 plus tax and the original price for the case which was 87.00 plus tax.in times with the economy the way it is, its just unaffordable to me at this time and i think that its unfair that i am without a phone now due to the false advertisment of life proof

Desired Settlement: i would like a brand new i phone 5s (not refurbished) and the money back that i spent on the lifeproof case, oranother case that was properly tested

Business Response: ****,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously andwe would like the opportunity to review them with you. We have tried to contactyou by email. Please take a moment to check your personal email account for ourdirect message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message(including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ OtterboxProducts LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,

******

LifeProof CS Admin Customer Support

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

I am rejecting this response because:
They are still saying that they do not want to except responsibility of their product. It simy states that it makes your phone waterproof up to 6 meters on the box. I used their product accordingly , followed directions and their product ruined my brand new telephone
Regards,

**** *******

Business Response: Mr. *******,
Our case is designed to be waterproof, but this also requires meticulous care to ensure that the case is in perfect working condition to be able to withstand being submerged, whenever and wherever that may be.

As also stated on the website:
"Without limiting the foregoing, you understand and agree that lifeproof has no liability for any damage or destruction to consumer electronics devices or other personal property that are contained inside or outside the lifeproof products, including, without limitation, laptops, cellular phones, or other handheld devices, or any loss of data contained in the foregoing devices. Notwithstanding any damages that you might incur for any reason whatsoever (including, without limitation, all damages referenced herein and all direct or general damages in contract, tort (including negligence) or otherwise), the entire aggregate liability of lifeproof and any of its distributors and/or suppliers shall be limited to the amount actually paid by you for the lifeproof product giving rise to liability." 

As previously stated,  I am more than happy to send you a check refund for the purchase of the case. But before I would be able to do that I will need a copy of the receipt of the original case purchase. 

Please email me back at your earliest convenience and I would be more than happy to continue to help find a resolution for you. 

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******LifeProof CS Admin Customer Support

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

I am rejecting this response because:no wheeee in any of the papper work that was included in with the product does it say to go on our website to learn how to use the case.. Again I had a brand new phone and purchased your product and it ruined my telephone
I don't see anywhere that it tells you that to go to the website and follow additional set and preparations to use your product
Regards,

**** *******

Business Response: Mr. *******,
I apologize again for your phone being damaged inside the case. But unfortunately the phone is not covered under warranty.

Again, our case is designed to be waterproof, but this also requires meticulous care to ensure that the case is in perfect working condition to be able to withstand being submerged, whenever and wherever that may be.

We have a variety of instructional manuals available on our Support page, for you to reference when getting ready to conduct your water test. Please go to http://www.lifeproof.com/en/support/products/ to choose which case you have. Once you have picked your case, you will have the option to view our manuals and any videos, if we have them, to educate yourself about how to conduct the water test properly.

If the case you purchased was in fact an authentic LifeProof case, there would have been either an orange sticker on the outside of the case with the instructions for the water test, or there would have been a "test phone" made of blue plastic inside the case, also with the instructions for the water test.

Again, I would be happy to reimburse the original case purchase price for you, but before I am able to do that, I will need a copy of your purchase receipt.

Please email me back at your earliest convenience and I would be more than happy to continue to help find a resolution for you. 

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.


Sincerely,
******
LifeProof CS Admin Customer Support  

Consumer Response: Complaint: *******
Like you said the case is designed to be waterproof.. Well mine was not. So now I expect you to pay for my phone as I did buy your product and used it like it said in the directions given with the package. I purchased your product , did exactly what I was toldd and now my phone is damaged. As I stated in previous e mails.. I purchased your product that again stars that the phone is waterproof and it is NOT.. Now my phone is broken due to your product which explains how to  use your product along with my phone.. I did all the directions told me to do..and my phone was damaged that's your product your company has to take responsibility..
I am rejecting this response because:

Regards,

**** *******

Business Response: Mr *******,
In your reply message, you have stated, "I purchased your product that again stars that the phone is waterproof and it is NOT."

Unfortunately, the cases are designed to be used in conjunction with the phone, and thus together will usually protect your phone from such damages. The case will not make the phone itself waterproof unless required meticulous care is provided for your case to ensure that the case is in perfect working condition to be able to withstand being submerged, whenever and wherever that may be.

Again, as stated on the website and on the packaging of the case when it's purchased, you can find information on what is and is not covered under warranty:
"Without limiting the foregoing, you understand and agree that lifeproof has no liability for any damage or destruction to consumer electronics devices or other personal property that are contained inside or outside the lifeproof products, including, without limitation, laptops, cellular phones, or other handheld devices, or any loss of data contained in the foregoing devices. Notwithstanding any damages that you might incur for any reason whatsoever (including, without limitation, all damages referenced herein and all direct or general damages in contract, tort (including negligence) or otherwise), the entire aggregate liability of lifeproof and any of its distributors and/or suppliers shall be limited to the amount actually paid by you for the lifeproof product giving rise to liability."

I still have not had a response from you in regards to reimbursement of the case purchase price - please send me a receipt of this so that I can refund the purchase price of your case.

Please email me back at your earliest convenience and I would be more than happy to continue to help find a resolution for you. 

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******LifeProof CS Admin Customer Support

Consumer Response: Complaint: *******
I will not accept anything less than the full refund of my phone
I am rejecting this response because:

Regards,

**** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a LIFEPROOF (owned by otterbox) iPhone 5S NUUD case for my iPhone on december 5th 2013.. its a waterproof iPhone case meant to go underwater.. they provide in the box a test kit to first test empty underwater and then if it passes to insert your phone into case.. my test failed.. meaning the case had some sort of defect.. i contacted life proof CS and was informed that they would mail me out a new case.. ( i travel abroad for business for months at a time and was already overseas and they told me they would mail out to me over seas) i waited a few days and case never shipped.. i called them again (each time i call the hold time and conversation is a minimum of an hour) and they apologized and informed me case was being mailed out.. i got a email that case was being mailed out however i noticed that it was being mailed to my billing address in the states which i was not at and the case that was going there was for a iPhone 5 not for 5S .. i called them again and this repeated itself for weeks with them keep promising me that it would be mailed and it never was.. finally i called and asked to just get a refund as i never received a working item. i was told no problem i just needed to mail back my defective case.. i said no problem please send me a shipping label.. they informed me that they don't pay for return shipping and i advised them of how they have made me crazy and this is going on forever and i have never received what they promised.. the rep advised me it was ok i didn't need to return and he was issuing me a credit.. however that never happened.. called back again a 1.5 weeks later and was told unless i mail back case i wasn't getting back my money, to which i advised NP just send me a label for your defective item to which they refused. the next day i received another case miraculously however again was for iPhone 5 and not 5S. its now over two months i paid $90+ for my case and never received a working product and have spent HOURS on the phone with them and got no where

Desired Settlement: i would like a refund for what i paid for this item..

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct contact information. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Our daughter has a LifeProof cellphone cover on her cellphone to protect it from water, dust, and dropping it. She recently dropped it shattering the screen. I contacted LifeProof and was told they weren't responsible yet their website says they are shock proof and you can drop your phone from as high as 6.6' and your phone will be fine. She dropped hers maybe 3'. When I talked with them they said it says on the packaging that they are not responsible for your phone yet everything on their website says your phone is protected and won't break. "Shock Proof" is the term used and ALL the information you read claims your phone will be totally protected with this cover. I was also told this was a rare case that hers broke. To me this is perfect example of false advertising if they are claiming that it will protect in these situations and yet when something happens their not responsible.

Desired Settlement: I think they need to replace her phone.

Consumer Response: This was sent to me tonight and I replied to it. Just wanting you to have a copy.

Thank you,
****** ********

Sent from my iPad

Begin forwarded message:

From: ****** ******** <**********@msn.com>
Date: February 4, 2014, 6:49:22 PM PST
To: LifeProof Support <cases.*********************************************@cases.netsuite.com>
Subject: Re: Case Update: ********* - Warranty/Returns - iPhone 5 - Other

First of all that is NOT what your website nor your retail store sales people tell you. They ALL say they are "Shock Proof" and that you can drop them from "6.6' ". That is misrepresenting your product. As I told you I have contacted the BBB and Verizon and I have now shared this experience and info with my 1200+ friends on FB. They too have shared this info. Not sure as consumers of this product how else to protect ourselves.

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

Sent from my iPad

On Feb 4, 2014, at 12:47 PM, LifeProof Support <support@lifeproof.com> wrote:


Update for Case #********* - "Warranty/Returns - iPhone 5 - Other"

Dear ******,

I am very sorry to hear what happened to your device. Unfortunately,  we are unable to provide warranty assistance for your physically damaged electronic device.  Our cases are not indestructible and we cannot guarantee that the case will protect your phone in every circumstance, due to the complexities of how forces are focused during an impact.

There are several places to find and reference what is and is not covered under our warranty. These places are: the exterior of the original package at the point of entry (located at the bottom of the box), the packaging insert and the sticker on the outside of the back case assembly.

Additionally, the LifeProof warranty specifically states that the “LifeProof warranty does not, under any circumstance, cover the replacement or cost of any electronic device or personal property inside or outside of the case.”

I would be more than happy to provide warranty assistance in regards to your LifeProof case, as this is what the LifeProof warranty covers.

Please reply directly to this email if you would like a replacement LifeProof case.

Thank you and I look forward to hearing back from you!

Warm Regards,

******* T.

Business Response: ******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct contact information. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

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

I am rejecting this response because:it is really funny LifeProof has sent me 2 emails, I responded to both and gave copies to the BBB. Now today I get one at 1:41 from LifeProof claiming I won't respond and the BBB sends me a copy of your response at 1:55. I do not want another one of your covers that won't protect my daughters phone and that you won't stand behind your claims all of which I gave you in previous emails. I will just continue to let everyone I know, know that your covers will not protect their phones nor will you be held responsible. Furthermore I will make sure Sportsmans Warehouse, where it was purchased knows you won't back your product and I am in contact now with Verizon informing them of what has happened. They too may want to know that your covers will not protect their phones and that as it states on your website " you can even drop them from 6.6' " is false advertising . Not sure Verizon or any consumer would like that.
Regards,   ****** ********

Consumer Response: from: ****** ******** **********@msn.com
to: "disputes@wynco.bbb.org" <disputes@wynco.bbb.org>
date: Wed, Feb 12, 2014 at 9:29 PM
subject: Re: You have a New Message from BBB Regarding Complaint #*******

This is what I received from LifeProof 9minutes before I received you message. I have always responded to them and shared it with you.

 
******,


Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and I would like the opportunity to review them with you. 


Although the situation you are experiencing is unfortunate, we are unable to provide warranty assistance for your physically damaged electronic device.  Our cases are not indestructible and we cannot guarantee that the case will protect your phone in every circumstance, due to the complexities of how forces are focused during an impact. We do manufacture the cases to protect the devices, but unfortunately we cannot always guarantee the phone or device will be fully protected.


Where was the case originally purchased from? Would you still have the itemized receipt for the case purchase? If you can send me a copy of the receipt, I would be happy to forward that to my accounting department for a refund.

Please email me back at your earliest convenience and I would be more than happy to help find a resolution for you. I look forward to hearing from you soon!


Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.


Sincerely,
****** C
LifeProof Customer Support
Sent from my iPad

Consumer Response: We would like the phone replaced.

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

Sent from my iPad

On Feb 13, 2014, at 6:27 AM, LifeProof Support <support@lifeproof.com> wrote:


Update for Case #********* - "BBB Complaint for LP"

******,
I received your response on the BBB website. I would like to be able to work with you to find a resolution for this situation.

Can you please email be back with an acceptable resolution, in your mind, and I would like to see what I can do for you.

Thank you in advance and I look forward to hearing back from you.

Regards,
******
LifeProof CS Admin

Consumer Response: I do have all of that. I will get the info hopefully all by tomorrow and copies to both you and the BBB. We did buy the phone new and have not had it fixed yet.

Thank you,
****** ********

Sent from my iPad

On Feb 13, 2014, at 9:57 AM, LifeProof Support <support@lifeproof.com> wrote:


Update for Case #********* - "BBB Complaint for LP"

******,
I am not sure that I will be able to cover the full replacement cost for a new phone...
Did you have the phone fixed? Did you have insurance on the phone? Did you purchase a new phone outright?

In order to be able to get you a refund of any sort, I will need documentation for the costs we would be reimbursing (the cost of the replacement phone, for example).

Do you have any documentation you could send to me which I can submit to the accounting department?

Thank you again for your time and cooperation in this matter.
Regards,
******
LifeProof CS Admin

Business Response: ******,

Thank you so much for taking the time to review your concerns with me today. Please see an additional email from me in your personal email account.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

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

I am rejecting this response because:I'm not really rejecting this I just have not received a personal email yet as was stated I would receive. Still waiting for LifeProofs decision.

Regards,

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

Consumer Response: from: ****** ******** **********@msn.com
to: LifeProof Support <cases.**********************************.**********@cases.netsuite.com>
cc: disputes@wynco.bbb.org
date: Wed, Feb 19, 2014 at 10:34 AM
subject: Re: Case Update: ********* - BBB Complaint for LifeProof Case

I do not have the $50 receipt for the difference as we have not replaced the phone because we didn't want to do anything till we had a decision from you. I will forward a copy of the original purchase receipt and Cheyenne is going to see if she can find her receipt for the case. She purchased it at Sportsmans Warehouse in Bend, Or. 

Thank you,
******

 


On Feb 19, 2014, at 7:58 AM, LifeProof Support <support@lifeproof.com> wrote:


Update for Case #********* - "BBB Complaint for LifeProof Case"

Hi ******,
Thank you for that information.

If you can please send me the receipts that you have, I will pass them to the accounting department for a refund and let you know what they will be able to reimburse.

I know that we can reimburse the $199.99 for the original purchase of the phone, with the receipt. 

As far as the additional $50, I would need another receipt for the replacement phone and I can send that, but I am honestly not sure if that will get approved or not.

Also, where did you purchase the case from? Would you have that receipt? I know I can send that for reimbursement, so maybe that with the phone purchase receipt?

Let me know what your thoughts are?

Thank you again, ******, and I look forward to hearing back from you soon.

Regards,
******
LifeProof CS Admin


from: ****** ******** **********@msn.com
to: LifeProof Support <cases.*********************************************@cases.netsuite.com>
cc: disputes@wynco.bbb.org
date: Mon, Feb 17, 2014 at 7:28 AM
subject: Re: Case Update: ********* - BBB Complaint for LifeProof Case

I did some checking with Verizon. It will be $550 to replace the phone. However I am eligible for, what they call an " Ineligible Device" on my phone line. That would save us $300. I have a receipt that shows we paid $199.99 for her phone that I can send you. So I guess what I'm saying is if you will pay the $199.99 and the $50 difference we would be happy. The phone does have to be replaced as it not only has a cracked screen you are also not able to hear on it half of the time and it will drop your call sometimes too. Something it never used to do. Please advise me how you would like to proceed.

Thank you,
****** ********

Business Response: ******,

Please take a moment to check your personal email account for our direct message. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

Consumer Response:

 
from: ****** ******** **********@msn.com
to: LifeProof Support <cases.**********************************.**********@cases.netsuite.com>
cc: disputes@wynco.bbb.org
date: Fri, Feb 21, 2014 at 7:53 PM
subject: Fwd: IMG_6257.jpeg

Cheyenne was able to find her receipt for her case so I am attaching a copy. I did make a mistake, I thought she purchased it at Sportsman's Warehouse but I see it was at REI. Either way, if you would send a check for the phone and the case we would be satisfied.

Thank you,
****** ********

Business Response: ******,
Thank you for the additional information which you have provided.

I have forwarded the required information to the accounting department for a one-time exception on the reimbursement of your original case purchase price, and the phone original purchase price as well.

Should you need anything at all in the future please do not hesitate to contact us at ###-###-#### or by email at support@lifeproof.com.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
******
LifeProof Customer Support

Consumer Response: Better Business Bureau:

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

Regards,

****** ********
i accept that they have forwarded the info now I am just waiting to see what they are going to do.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I just recently bought a new phone and I bought a otter box case to protect the phone. The back of the box claims that this case will protect your Also that it is shock proof. I had my phone tucked under my arm and I dropped it it fell 4 ft this is the only time it has been dropped. When I picked my phone up my screen was busted. I called otterbox company and was told that they are not responsible for my phone . This is false advertisement saying that this case will protect my phone it does not I told the woman over the phone about this but I just got told that it doesn't protect my phone. What is the point in putting this product on the market if it doesn't work .

Desired Settlement: I want them to pay for my new phone or they can pay for the deductible that I will have to pay to replace my phone. They also need to take there false advertisement off there products.

Business Response: Hello ****,

I am sorry to hear about your phone being damaged while inside the OtterBox product. While we do advertise our case can assist in drop, falls, and dust, there can be times where a phone can fall and break. The falls where a phone may break inside the case are vary rare. Since we don't manufacture the device we are unable to reimburse, refund, or replace that product. Under our warranty we are only able to assist with the OtterBox product since that is the product we produce. What I can do for you under our warranty is offer a new Defender Series case free of charge. If this is something you would like to move forward with, please let me know.

*****

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

I am rejecting this response because:

Regards,

**** ******
 My otter box was not damaged I bought this otterbox because it is suppose to protect my phone from normal wear and tear and to protect it when it is dropped. This was the first time the phone was dropped I just purchase this phone. I am 5 ft 6 in I had this phone in my case tucked under my arm when I dropped it, it did not fall far to the ground so therefore it should have protected it. No you do not make nor distribute my phone but, you are putting a product on the market that you are telling consumers that will protect your phone. IT DOES NOT!!!!! That in it self is false advertising. All I want is to  be reimberst my 99.00 dollars I had to pay my warranty company for a replacement phone.       







                                                                                             Thank You **** ******

Business Response: Hello ****,

Again, I am sorry that the phone broke in the case. Since we only manufacture the OtterBox, this product is the only thing we can assist with in a warranty. You haven't had the case that long, so what I am able to do is make a one time exception to help you out. I am able to offer a check refund for the OtterBox product itself. This is something we typically don't do if a case was purchased from an outside vendor. However, given the circumstances this is something I would be happy to offer. As long as you still have a purchase receipt and it was purchased one year or less, I am able to make this happen. If this is something you wish to take advantage of, please let me know and I can get this refund moving forward.

Thank you,
*****

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

I am rejecting this response because:

Regards,

**** ******       I have the receipt I can take it back to the store without having to wait. You can reimburse me for my phone.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an iphone 5 cellphone case as a Christmas gift from this company in October 2013 (order #********). At Christmas (12/25/2013) when the gift was opened we realized it was the wrong case. I called Lifeproof (was on hold 35 minutes) to explain I only wanted to exchange the case for the correct one I needed (I need an iphone 5c)and expressed I didn't want a refund as there policy states only a refund can be done within 30 days of purchase. The agent told me there was a price difference and the iphone 5c case I needed cost more than the one I purchased. I told her I was more than willing to pay the difference. She put me on hold and came back and said her supervisor, ********,said I could not exchange the case I had for the other one and pay the difference. I explained once again to the agent I did NOT want a refund and was fine with paying more for the case I needed. She took my name and said ******** would call me back.......... I have not heard from ******** at Lifeproof. Product_Or_Service: iphone 5 cellphone case Order_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I only want to return the wrong cellphone case I purchased and get the correct case for my daughter's phone. I am very willing to pay the difference I would owe for the correct case. I believe the one I purchased was $65.00 and the one I need is around $75.00. Please help rectify this problem. This is bad and shady business. I am not asking for a refund,only an exchange with me giving them more money for the replacement case.

Business Response: Business supplied email: csadmin@lifeproof.com Use this address for this or any future complaints, but nothing else

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lifeproof's website HIGHLY ADVERTISES their cases are "4 proofs"-including waterproof, dirt proof, snow proof, shock proof. I have a complaint on their claim of being WATER PROOF. Shows on website a device being completely submerged in water - that can be up to "6.6 feet underwater". It goes on to say under water proof description: "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."I purchased 2 Lifeproof cases straight from their website on 12/15/13 for 2 (5th generation) Ipods & put them on Christmas Day. They have been intact since that day. My son's Ipod got wet this past Monday (02/10/14) & he immediately tried to dry it off but noticed water was inside the case (between the case & the front screen). We had trouble getting the case off & I even had to call a representative at Lifeproof to walk me through how to take the case back off. We got it off & immediately put it down in a bowl of dry rice (since that is what has been recommended in past to dry electronic devices & was also recommended by the Lifeproof representative I was on the phone with at the time). She told me to leave it in the rice a full 48 hours & hopefully since it just happened, the Ipod would start working again. This was done & our 48 hour mark was yesterday afternoon. Ipod still will not power up at all. Nothing happens! I sent email to Lifeproof but they only offered to send me new Lifeproof cases. What good is a new case with a broken device? I told them they should stand behind their claim that the cases are "waterproof", which obviously they are not. They said they could do nothing about Ipod. This is FALSE ADVERTISEMENT. How can they HIGHLY ADVERTISE something as WATERPROOF that is not. My device was not completely SUBMERGED in water & still doesn't work. I would like for them to pay to replace my son's Ipod that was just purchased early Dec 2013!

Desired Settlement: I would like for Lifeproof to pay for me to get a replacement 5th generation Ipod since their so called "waterproof" did not hold true to that claim & now my son's device is not working. I had just purchased the Ipod itself straight from Apple Store about a week before purchasing this case to protect it. I spent the money on a LIFEPROOF case because of it's claims to be 4 proof & thought it would be the best protection on the Ipod against any such damage. It has not held true to the claims made!

Business Response: *******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct contact information. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

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

I am rejecting this response because:

I emailed them back yesterday (02/18/14) with an attached copy of the original receipt where the Ipod was purchased. This message I am receiving now may have been sent before they received that email, but I need to be sure they did receive that. I scanned in a copy of the receipt & emailed to them with the desired resolution - which is for them to reimburse me for the full amount of the original purchase of the Ipod touch itself. I am attaching a copy of that receipt to this email to show what I sent to them. 
Thanks. Please let me know what else I need to do. 
Regards,

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

Business Response: *******,

Thank you so much for taking the time to review your concerns with me today. I am very happy that we were able to find a resolution for you.  
Should you need anything at all in the future please do not hesitate to contact us at ###-###-#### or by email at *********************.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

Consumer Response: Better Business Bureau:

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

Regards,

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

They have told me they are sending me reimbursement for half the cost of my Ipod PLUS the cost of the case I purchased from them. Once I receive these 2 reimbursements, I will be satisfied with the resolution of my issue with LifeProof. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased and been charged for two Lifeproof cell phone cases. One was delivered and the other was billed for but not in the package. Both were ordered on the same day and were listed on the receipt as being in the package but they were not. Only one was in the package. I called UPS and they told me, after an investigation, that I needed to contact the seller. Which I tried to do. I called several times and got nowhere. They basically have gotten away with sending me one product for the price of one. I can no longer get through to them by phone. I am on hold for twenty minute clips at a time and then they hang up. Tonight, I got hung up on three times. It is so frustrating and upsetting to know that they are going to get away with keeping my 80.00. This is the worst customer service ever. I feel helpless. I cant even send an email to them, their website wont allow it to go through.

Desired Settlement: I wanted this refunded because I had to go to the store and buy this product myself. It was a gift that I had agreed to purchase.

Business Response: *******,

Thank you for bringing your concerns to our attention. Here at LifeProof, we take concerns such as yours very seriously and we would like the opportunity to review them with you. We have tried to contact you by email. Please take a moment to check your personal email account for our direct contact information. We look forward to hearing from you soon.

Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of TreeFrog Developments, Inc. /LifeProof/ Otterbox Products LLC,. Any dissemination, distribution or copying of the enclosed material is prohibited.

Sincerely,
****** C
LifeProof Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Advertising/Sales Issues
2/12/2014 Advertising/Sales Issues
2/11/2014 Problems with Product/Service
2/11/2014 Problems with Product/Service
2/11/2014 Advertising/Sales Issues
2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a outterbox commuter series case for my iphone 5s. After a months worth of use the rubber parts started to peal. There is also a crack in the back of the case.

Desired Settlement: I would like for a full refund of the outerbox. The purchase price was 44.99. Also I would like outterbox to replace this case.

Business Response: Hi ****, 

Thank you for contacting us regarding this matter. I am sorry to hear the you are having difficulty with your Commuter Series case. All of our cases do carry a 1 year warranty so that can certainly be replaced under the warranty free of charge. I have sent an email to you requesting the necessary information for the warranty replacement. If you would prefer a refund for the product you would have to return to the original retailer to pursue returning the product. Please let me know if you have any additional questions.

***** 

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

I am rejecting this response because: The original retailer told me to take it up with outterbox. I would like outterbox to fix issues with there case.

Regards,

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

Business Response: Hi ****, 

Thank you for your reply. We can certainly send a replacement case to resolve the issues that you are having with your current case. I have sent an email to you requesting the necessary information to complete this process. As soon as can submit that information we will order the replacement. Please let me know if you have any additional questions. 

*****

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

I am rejecting this response because:
I don't want a replacment case. I would like my money back. I no longer trust the build quality of outterbox.
Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/5/2014 Advertising/Sales Issues
2/5/2014 Problems with Product/Service
2/5/2014 Delivery Issues
2/4/2014 Problems with Product/Service
2/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an otter box for my phone and was told if the phone broke while in an otter box that they would rlace the phone. The phone screen broke beyond repair while in the otter box and I contacted otter box by email and by phone and was told they will only replace the otter box..which is useless since I can no longer use that phone and they refuse to replace the phone. What good is an otter box if it doesn't protect the phone and I do not like being lied to when I bought it and was told they would replace the phone if it broke while in the otter box.

Desired Settlement: I would like my phone and the otter box replaced. My phone was a ****** MOTOROLA COMMUTER PHOTON Q 4G LTE and the otter box was black

Business Response: Hello ******,

I am sorry to hear that your phone is broken. Our warranty states on our website that we cover only the OtterBox case and not the device. We warranty out the OtterBox product  only as that is what we manufacture. While our cases do add protection to a device, things can happen where a phone may break in a case. These accidents are rare, but do have the possibility of happening. We never train or inform employees, whether ours or someone else's employee, that we guarantee a phone inside the OtterBox. If you wish to read our full warranty in it's legal format, please follow the link below.

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

I am happy to send you a new OtterBox product under our free of charge warranty since the case did break. Please let me know if you have any remaining questions and if you would like to proceed with the warranty.

*****

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

I am rejecting this response because:
I find this 
Regards,

****** ****      I am not surprised by this since filing my complaint I have gone on Facebook and in just one day I have heard from two other peopl who were told the same thing with the same results to their phones..otter boxes are worthless! I can see why you do not want to stand behind your product because it doesn't work! As for your not being responsible for your sales reps..if you aren't responsible who is? That's a joke and we all know it..just a scape goat!  I plan to keep posting on Facebook and any other sites I can find to get this out there that otter box is worthless on less you want an ugly piece of plastic on your phone. I can say you may not stand behind your reps but for as long as I can I will keep telling people what a piece of junk otter box is and since I travel 3000 miles across country every week that adds up to a lot of people I think I will tape my phone and otter box to the side of my truck so people will be able to see how good ototterbox protects your phone..

Business Response: Hello ******,

I am very sorry that this has happened to your phone. I do understand this is a frustrating situation. Our product does add protection to the phone, and while it does protect against most drops and falls, there can be situations where a phone may break in the case. Given your circumstances I am willing to bend the warranty policy and rules for you. If your case was purchased within a year, I can offer a refund for the OtterBox product itself. This is something we don't typically offer, but for you I can make this exception. Please let me know if you would like to move forward with the OtterBox refund.

 Let me know if you have any remaining questions or concerns.

*****

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

I am rejecting this response because:

Regards,

****** ****i.                 I can see this is getting me no where since if you wanted to give a refund you would have you have all the information you need to do so. I will just go ahead with putting it on my Facebook and telling all the people I come on contact with and on the cb as I am a truck driver.  I understand you have covered yourself legally but we all know the game you play...have ******..******* and other carriers to tell costumes whatever will sell your junk product...hey they can't do anything because they  beloved the sales person..old trick which I won't fall for again. I also think my wife going into cell phone stores and getting it on video  my be the right idea. Just because your a big company don't think consumers have to take your lies. I will let you keep your refund I'm sure the money I have saved other hard workers from spending on your junk is more then enough to make me happy all I have to do is show your case and my broken phone which I carry every where.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Otterbox claims to protect your cellphone. I have had two different otterbox cases. Both cases have not protected my phone. The first one the case cracked and broke my glass. I called and got a warranty replacement for my new phone that I had to spend $700 on to get the new phone. I dropped my phone on couch and it slid to the carpeted floor and my glass is cracked. The otterbox did not protect my phone. It actally broke the glass again. That means that I now have to go buy a new phone because your case broke and broke my screen. I spoke to a ****** and she said that the only thing they could do was send out a new one. I asked for a supervisor and a ****** got on the phone. He offered to refund us the money for the case. The first phone was a Samsung Note 2 and the second phone was a Samsung Note 3.

Desired Settlement: I think that since I have had two broken phones due to the case cracking and breaking the screen. I think that Otterbox should send me money towards the replacement of my phone or the cost of getting the screen fixed.

Business Response: Hello *****,

I am sorry that currently have two broken phones and cases. Our warranty is limited to the cases themselves. The reason we are only able to cover our product and not the device under the warranty is due to what we produce. We don't manufacture the device which is why we cannot cover that product. Our cases do add protected to the device for most falls and drops. There are falls that are anomalies where a phone case and phone may break inside. This is very rare when this happens, but it can happen. If you like to read the full warranty in it's legal language, please see the website below: 

https://www.otterbox.com/warranty-full/warranty-full,default,pg.html

Since you have spoken with the supervisor ****** and he promised a refund for the cases, we are still able to honor this offer. This is something we don't typically do under our warranty, especially if the cases weren't purchased directly through us. However, we are happy to bend this rule as a one time exception due to your circumstances. If these cases were purchased within the last year, we can get the refund moving forward. Please let me know if you have any remaining questions or would like to move forward with the refund on the OtterBox products.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an otter box case for an iPhone 5S from my local AT&T store when I purchased the phone case I was never told that I could not use a phone charger with the case on. We contacted the otter box company who informed us we needed to see our local AT&T store about a refund or getting a new case. I went to visit AT&T who told me that they only had a 14 day return policy and I needed to contact otter box we re contacted otter box and they would not help us in any way. I don not think that otter box should sale or attempt to sale items and not inform costumers about important features that can not be used because of how the product is made

Desired Settlement: I would like to be able to change my case for one that allows me to use the portable charger and other features that I can not use with this current case

Business Response: Hi ********, 

Thank you for contacting us regarding this matter. Our cases are designed for compatibility with all of the OEM accessories included with your device, including the charger. If you are using the OEM charger there should be no issues with charging. There is a wide variety of aftermarket chargers, some of which vary in size and shape from the OEM charger. Because there is such a wide variety of aftermarket chargers, we are not able to confirm or deny compatibility with any aftermarket accessories. If you are using an aftermarket charger I would recommend switching back to your OEM charger and you will not have any issues with charging. Please let me know if you have any additional questions.

*****

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

I am rejecting this response because: The charger is not the issue. The issue is that Otter Box would not let me return my box within the 30 day exchange period

Regards,

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

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

We do have a one year limited warranty where we can send you a new case free of charge for manufacturing defects. If you are using the OEM charger and it is still not fitting, this is considered a manufacturing defect and we can move forward with a warranty replacement. If the charger you're using is not an OEM charger, it not a manufacturing defect and not covered under warranty. If the warranty service is how you would like to proceed please let me know and I can send you the instructions for the warranty process.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service
1/29/2014 Advertising/Sales Issues
1/28/2014 Delivery Issues
1/28/2014 Delivery Issues
1/28/2014 Problems with Product/Service
1/28/2014 Guarantee/Warranty Issues
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Guarantee/Warranty Issues
1/28/2014 Delivery Issues
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/28/2014 Delivery Issues
1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/27/2014 Guarantee/Warranty Issues
1/27/2014 Problems with Product/Service
1/27/2014 Problems with Product/Service
1/27/2014 Problems with Product/Service
1/24/2014 Advertising/Sales Issues
1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought an Otterbox Defender case for my Motorola Xoom tablet. Recently, a piece of it broke after normal use. The case was supposed to be warranted for a year. I purchased the case in July 2013 so I contacted Otterbox about getting a replacement. I was told that since the tablet had been discontinued, there were no longer any available for warranty replacement claims. In essence they cannot honor their warranty.

Desired Settlement: Either refund my original purchase price, send me a replacement, or reimburse me so I can purchase another case.

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

I am sorry that your Motorola Xoom case is broken and I am sorry that we no longer have this product in stock to fulfill the warranty. Since it was purchased within the one year time frame, what I can do for you is send you out with a different OtterBox product for equal or lesser value for free under the warranty. If this is something you would like to move forward with, let me know and we'll get you started on receiving that new case. If you have any remaining questions or concerns, please feel free to let me know.

*****

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 product you send will fit my Motorola Xoom, that should be fine.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Wrapsol screen protector for an iphone 5 on December 30, 2012, it has a lifetime warranty and they don't want to honor the warranty. Apparently Otterbox has purchased the Wrapsol company is what I was informed by several people at customer service who would not give me their names that my lifetime warranty is no longer valid.

Desired Settlement: Replacement or refund of $14.96 plus tax (8.25%)for a total of $16.19

Business Response: I am sorry to hear you're having some issues with your Wrapsol screen protector. Since we have acquired Wrapsol, we are now handling all warranty claims directly. I am more than happy to assist in a warranty claim. I will send you an email from my personal email with further instructions on a warranty replacement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: did not protect product as its product stated. I had purchased a motorola phone and purchased an otterbox defender case. The phone was dropped and glass was broke and phone was broke. Otter box did not cover

Desired Settlement: I paid 100.00 deductible for phone insurance.

Business Response: Hi ******, 

I am sorry to hear about the damage to your device. I understand this can be a very frustrating situation. Our cases are designed to add increased protection for your device, however we are not able to guarantee that in every situation your device will go unharmed. We are able to warranty the products that we manufacture so if the case has been damaged we would be happy to replace it. Because we do not manufacture the device we are not able to cover it. As this is a unique situation I would be willing to offer a refund for the purchase price of the case. If this is something you are interested in we would just need to get a copy of your original receipt so start the refund process. Please let me know how you would like to proceed. I apologize for any inconvenience this situation may have caused.

***** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the otterbox defender camo series for samsung galaxy S3. Brand new phone 5-6 days old. Upon my ONLY drop of the phone from waiste high, attemptimg to put it in the belt clip it is sold with, it fell on its top edge of the case. I spoke to rep at otterbox " they do not guarantee any equipment its cases are designed to protect"? On the case it states impact/drop protection. These cases are not cheap....nor is teh equipment that otter box claims these cases will protect ...so they say. Wasnt offered any refund...equipment repair or anything. Very disappointed that they can advertise something like that and it NOT be considered false advertisement. I cauld understand if i dropped it from any higher than the waiste high region....that would make sense that it wasnt designed for drops higher that that recommended. But to have my screen crack from a 2 foot drop, with that case on it, has to be some design flaw. It impacted right where there is plastic from the port covers popping through the case. There are two locations...top for headphone port and bottom for charging port. It seem that would be a week spot. I only wish for some sort of resolution. A better case would be nice...one that actually protects as it states on teh packaging and on otterbox.com. Thank you for you time.

Desired Settlement: If possible i would like to have a more rugged case for protection. In my line of work this phone is everything. But after spending as much as we do for these cases we cant just keep buying them....we have to believe and respect that what we are purchasing actually does what we are being promised.

Business Response: Hi *****, 

Thank you for contacting us regarding this matter. I am very sorry to hear about the damaged to your device, I understand this can be a frustrating situation. Our cases are designed to add increased protection for the device they house, while they do an excellent job of adding protection we are not able to guarantee your device will go unharmed in every situation. The warranty we offer covers the original product that purchased. However in this particular situation I may able to make an exception. Before we can proceed I do need to get some additional information from you. I have emailed you the information that we will need to proceed. Please feel free to reply at your earliest convenience.

Peter  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to say yes to question about health issue, because I am mad. Ibought and paid for this product. It is not in good working order. Screen is completely damaged. I am going to be out of town for next few days, and, wanted to use my Christmas gift while I was gone. Many friends said this was the best screen/device protector to purchase. Unfortunately Otterbox website needs a picture of the damage to confirm. I have tried to take a photo of damage, but it doesn't work. The scratch does not photograph well.

Desired Settlement: Would like replacement of damaged part. Hard case, top side only. I will be happy to send back damaged part, will not pay for return S and H.

Business Response: Hi *****, 

I am sorry to hear that your order was received damaged. We do our best to insure items are not damaged on the way to you, but alas damages do happen occasionally. I understand this is frustrating when you want to use the new case right away. The good news is you can submit the information necessary for the replacement and continue to use the case that you currently have.  All that we require is a photo showing the damage to the item including your name and today's date, after this is received we will ship the appropriate replacement part(s) to you free of charge. We find that this is the fastest and easiest way to resolve these issues. I do see that you contacted us by phone about this matter so I have re-sent the photo request to the email address that you provided us with. Please let me know if you have any additional questions.

Peter 

Consumer Response: Better Business Bureau:

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

Thank you, this was resolved. *****

 
 
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