Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are you...?

If yes, click here to login.

Are you...?

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

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


BBB Accreditation

A BBB Accredited Business since

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

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

Find a Location


Reason for Rating

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

Factors that raised the rating for Otter Products LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 620 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

620 complaints closed with BBB in last 3 years | 147 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 165
Billing/Collection Issues 7
Delivery Issues 15
Guarantee/Warranty Issues 170
Problems with Product/Service 263
Total Closed Complaints 620

Additional Complaint Information

For Customer Service contact information:

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

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

Customer Reviews Summary Read customer reviews

35 Customer Reviews on Otter Products LLC
Customer Experience Total Customer Reviews
Positive Experience 15
Neutral Experience 0
Negative Experience 20
Total Customer Reviews 35

Additional Information

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

Limited Liability Company (LLC)

Business Management
Mr. Steve Nisbet, President Ms. Laura McFarland, Customer Service Expert Mr. Jim Parke, CEO
Contact Information
Customer Contact: Ms. Laura McFarland, Customer Service Expert
Principal: Mr. Steve Nisbet, President
Business Category

Manufacturers and Producers Mobile Phone Equipment Suppliers

Products & Services

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

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

Customer Review Rating plus BBB Rating Summary

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

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 209 S Meldrum St

    Fort Collins, CO 80521 (855) 688-7269

  • THIS LOCATION IS NOT BBB ACCREDITED

    650 Missouri Ave

    Jeffersonvlle, IN 47130

X

BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

8/24/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company refuses to cover the cost of the phone, even though the case destroyed two phones. The company refuses to cover the cost of the phone. They are lying about the cases, they are obviously incapable of keeping phones safe. This is an outrage to consumers, who are guaranteed a product they can trust and end up with inferior junk that does nothing to help them. I already replaced one phone, I cannot afford to replace another because of this company's shoddy work and lack of morals.

Desired Settlement: Replace my phone. It is a Samsung Galaxy S6. That is all I want out of this company.

Business Response:

All of our cases come with a limited one year warranty that covers the case but not the device inside of the case. If a case becomes damaged or stops functioning we are able to replace the case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

All of our cases are water tested before leaving the factory and we ask that a customer complete a water test upon receiving the case and at regular intervals throughout the life of the case to ensure that it continues to function properly. In addition to the water test our cases are rigorously tested to ensure that they are the most durable case available. While we strive to protect a device under any circumstance we are unable to guarantee that a device will never become damaged.

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

I am rejecting this response because it is nonsense.  If you can't guarantee that this case is LIFEPROOF why would you label and market it as such?  This is called FALSE ADVERTISING. 

Regards,

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

Business Response: All of our cases are water tested before they are shipped however we do need customers to continue to maintain them to ensure that the case continues to function correctly. While this is an extra layer of protection it is not a guarantee that a device will never become damaged. The warranty covers the case but not the device inside of the case. We are able to send you a replacement case of your choice for the current device or a new device but will be unable to offer any compensation for the device itself. 

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

I am rejecting this response because: this is unacceptable.  If you advertise something as LIFEPROOF I anticipate it living up to its name.

Regards,

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

8/19/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Attempted to make a claim but was unsuccessful due to me "neglecting" to submit my warranty. After being on the phone for over an hour they stated because I didn't submit the warranty they would not help me. They then proceeded to state they will hang up on me after repeatedly asking who can help me. Having a receipt stating when I bought the phone and case would be sufficient evidence of warranty. Despite registering the warranty number late a warranty is a warranty. Situation: My phone was damaged because of a faulty product. I was using my phone in a pool (first time device was in the water) I was taking videos when the phone stated there was water in the charging port. I immediately removed my phone from the pool and removed the case and attempted to wipe my phone dry. The phone still had water in the charging port. The phone eventually stopped working all together.

Desired Settlement: Phone be fully replaced

Business Response: I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any damage to the case itself. If you purchased the case through a ******* Corporate Store and got the Total Water Protection Program, the case and phone need to be registered with 14 days of the purchase, in order for the insurance on the phone to be active. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

1) I was never told to fill out a warranty for my phone case. I was told by my nearby ******* store that the case has a warranty nothing about having to sign up for the warranty. And a ******* employee put on the phone case initially and all I did was make sure it was tightly sealed and secured. And from what I read from the lifeproof website when you start a warranty it asks where you purchased it and it only has about 3 options one which was ******* store. This implies you have some sort of agreement with *******.

2) Your warranty should cover the damage because the case was apparently defective. When I was on the phone with one of your associates(the one who deliberately hung up on me) he stated the 14 day window is there to ensure that other customers do not put their defective phones into the case then start a claim. The exception can be made when a proof of purchase from a phone store on the same date the phone case was bought is plenty proof that I am not deliberately trying to take advantage of anyone.

3) A normal person wouldn't read every single detail from a box. A normal person buying a phone case would take out the phone case to protect their phone not read every single detail.

4) Business where you create a loop where you can just completely disregard customers despite selling a phone case that cost me $130 is bad business.


Regards,

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

Business Response: I am sorry for the frustrating experience that you have had with our warranty, your case and our customer service. We strive to have the best customer service and each call and situation you experienced will be reviewed. As for the case and the device we try to make the instructions for the water test and the additional warranty as clear as possible with stickers and additional pamphlets on the packaging in the packaging and on the case itself. Each of our cases are water tested before they leave the factory and we ask that our customers complete a water test upon receiving the cases. All of our cases have a limited one year warranty that covers any damage to the case should the case become damaged or stop functioning we are able to send a replacement case. This limited warranty is limited to the case itself and can not be extended to the device. In addition to our limited one year warranty there is additional protection that can be purchased from ******* and must be registered for within 14 days of warranty. To view our entire warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

I would like the $130, the price of the case, due to the case being defective.

I will accept your disclaimer about not covering devices damaged due to your faulty case.

Please look into your one employee who hung up on my after me asking "who can help me." 

Regards,

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

Business Response: Generally our warranty is for replacement not refund. We are able to step outside of our warranty to help you receive a refund for the case itself. Due to this being outside of our warranty policies it does take longer to process the refund. Please allow 4-6 weeks for the refund to arrive in the form of a check. 

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 very much.

Regards,

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

8/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof Fre Power case early 2016 from a 3rd party manufacturer. . While I was at work one day, on my lunch break to check my phone, I noticed that the case had popped open on one side and the back of the case where the internal battery is located on the case was swollen. Upon further investigation , I noticed that the internal battery bulged causing damage to my phone while enclosed in the case causing the phone to be bent and the screen has popped out of its housing. The phone and case was not put in any extreme condition for this to happen and nowhere in the warranty covers a defective battery. My phone is now physically damaged as well as possible internal hardware malfunctions. The phone now loses service repeatedly from this event moving forward. it is not service related because I have relatives with the same service and their service is functional. I have thousands of pictures and videos of my spouse and son and would be devastated to lose all of that because of a defective case destroying my device.

Desired Settlement: I would like Lifeproof and otter products to stand by their product and compensate for the cost of repairing/replacing my device as well as providing a new non-defective case for the device that is being repaired/replaced or a complete refund for it.

Business Response: I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any damage to the case itself. Unfortunately the warranty does only cover the case not the device inside of the case. While we do extensive testing to ensure that we make the best product possible we are unable to protect against every circumstance. We would more than happy to send you out a replacement case for any inconvenience this may have caused. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

I am being offered something of lesser value than what I originally paid for. also have a damaged device sounds like it will not be covered for repair/replacement from you guys. I still have the original box as well as the defective case with a completely SWOLLEN battery.  your guys warranty makes it very difficult for the consumer having that once it's purchased, regardless of what happens after, the most you guys will ever do is send another one of your cases 

Regards,

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

Business Response:  Unfortunately the warranty does only cover the case not the device inside of the case. While we do extensive testing to ensure that we make the best product possible we are unable to protect against every circumstance. Please give our customer service line a call so we can assist you further at **************.

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

I am rejecting this response because: I refuse to call that hotline, I've called before and went through the whole runaround multiple times and was put on hold for more than 20minutes . It's absurd that you guys would offer something of lesser value for a warranty issue. Your "product" didn't even last 1 year past its manufactured date which is very dissappointing given all the "testing" that occurs. I would like a full refund for what I purchased the product at ( I still have the original box). If needed, I'd be more than willing to share the photos of what your product has done to my phone with you guys as well as any other inquiring parties. In addition to a full refund, a case provided free of charge from you guys to cover my new device once I can afford to get one would be suffice. Even the things stated still adds up way less than actual retail value of a new device. Given your track record with your products, I will be hesitant to rely solely on your product for device protection ever again, but it'll have to do. 

Regards,

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

Business Response: I am sorry for your frustration. Our cases are put through rigorous testing to ensure that they uphold to a certain standard. Regular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we would be more than happy to send you out a replacement and get you a refund. Please give our customer service line a call so we can assist you further at **************.

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 keep this archive filed for my future references as well as give you guys a call to complete the offer.

Regards,

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

8/12/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am Brazilian and I'm on vacation in the US. I bought a Lifeproof Nuud case at ******* to my Phone ** 128Gb. I did the pre-test as instructed by the manual. I visit Discovery Cove in Orlando and noticed the presence of small drops of water inside the case. I disconnected the Phone immediately. Later, in the hotel, I removed the simcard and put the Phone in a bag of rice, to assist in the absorption of moisture. I left the Phone in rice for three days. Unfortunately, the Phone do not turn on. I lost $ 900, in addition to the pictures and videos from my vacation. I contacted the Lifeproof and they claim that there is no guarantee for the appliance. I think this is absurd, especially since this case is quite expensive. My wife bought a case of just 15 dollars for the ****** * her and it works perfectly well. I am very angry, disappointed and upset. I had a great disservice and don't know who to turn to.

Desired Settlement: I believe Lifeproof have to bear the costs of fixing my Phone or a new Phone identical to mine. In addition, I think Lifeproof have to return the money spent on the purchase of the cover.

Business Response:

I am sorry for the frustrating experience that you have had with your case and our warranty. While we are able to offer a warranty for the case we are unable to extend this to the device itself. If the case becomes damaged within the one year warranty time frame we are able to replace it. As long as we still have product available we are generally able to extend this warranty past the one year. At this time our warranty is for replacement of the case not a refund. 

All of our cases are water tested before they leave the factory and we ask that a customer complete the water test before using the case. Should the case stop functioning or become damaged we will replace the case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Consumer Response:

Complaint: ********

I am rejecting this response because: To explain my point of view, I would like to bring a case analogous to mine. in 1/11/2008, Justice of Texas granted an indemnity of $ 6,500,000 an automobile accident victim who suffered irreversible damage to the brain. The accident was caused by faulty manufacture in automobile rear suspension **** ********* It would be enough that **** provided a new vehicle to the victim? Don't. The understanding of the Court, **** is responsible for the safety of the people led by their vehicles. Similarly, due to a defect in your case, I not only lost an Phone of 900 dollars, as it might have lost the pictures I took with my family. I'm still unhappy with the response from the Lifeproof.

Regards,

****** *****

Business Response: Thank you for the research you have put into this situation. We complete a water test and ask that our customers complete a water test to ensure that a case is functioning properly. If the case stops functioning at anytime we are able to replace the case for you. We do ask that a water test be completed at regular intervals throughout the life of the case, after any significant drop, before known water use and after use in salt water as each of these plus many more scenarios can impact the functionality of the case. We will be unable to offer any compensation for the device itself but would be able to help with the case at any time. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

It appears that you are trying to outlast me. I believe that you do not have the necessary arguments to convince me that the damages to my Iphone is not you responsability. All your answers have been identical. So, I'll do a summary of the whole story to see if you understand once and for all:
-I bought one of the most expensive waterproof cases avaiable, in order to protect my Iphone as stated on the website of the Lifeproof;
I tested the tightness of the case strictly according to the instructions of the manual of the product;
-the first time I submerge the phone, some small drops of water entered the case, damaging my phone;
-I turned off the phone immediately. Then I dried up the appliance with a towel. At the hotel, I put the phone in a bag of rice, where it stayed for 4 days. Even so, the phone won't start;
My demands are:
-the retorn the money I paid for the case;
-the money to repair my phone into an authorized technical assistance, here in Brazil.
I conclude this text reaffirms that the responsibility is yours.


Regards,

****** *****

8/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *On July 12,2016 I purchased a Life Proof *phone* water proof outer box. We received the product on July 14,2016. After putting the phone in the outter box the phone was wet by the rain and was not protected once it got wet now my sons phone* has water damage and the company only wants to reimburse me for the case which the money was refunded to me by amazon who I purchased the box thru. I spoke to a supervisor by the name of Andrew from Life Proof that's outter box company name and he informed me that they would only replace the case which cost $41.00 dollars. I spoke with insurance people thru ******* and they don't cover water damage that's why I purchased the water proof outer box. I feel the company needs to be responsible for their product since it didn't protect my sons phone.

Desired Settlement: I want the company to pay for me to get a new phone.

Business Response:

I am sorry for the frustrating experience that you have had with your case and our product. All of our cases come with a limited one year warranty that covers the case however we are not able to extend this warranty to the device itself. If the case becomes damaged or stops functioning we are able to help you receive a replacement case. All of our cases are water tested before they leave the factory and we ask that a customer complete the water test before use and at regular intervals throughout the life of the case to ensure that the case remains water proof. Generally our warranty is for replacement not refund you will need to provide additional information to complete a refund not covered under our warranty. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

 

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

I am rejecting this response because:

Regards,

****** ***** I reject the company's offer because I tested the product before putting my phone in it. No water got in the case when I tested before putting. After I put the phone in the case n the case got wet so did my phone.

Business Response: I am sorry for your frustration. Our cases are put through rigorous testing to ensure that they uphold to a certain standard. Regular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we would be more than happy to send you out a replacement. Please give our customer service line a call so we can assist you further at **************.

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

I am rejecting this response because:

Regards,

****** *****

8/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a new Phone ** **** 128g phone and Lifeproof case at a ******* store in WA in April, knowing we will be moving to Hawaii and excited to take photos and work from the beach. I registered for the protection as instuctored and received a vague confirmation email. Our first trip to the beach, the case failed and waterlogged my phone on July 7th. Went to ******* the next day and with thier help tried to submit a claim with Lifeproof. Since then it has been over 10 calls, 5 emails, about 48 hours of hold times, some helpful, some rude and some completely oblivious customer service reps to get the wrong phone (a ****** phone that didn't take my ******* SIM card) and a case that was too small two weeks later. I sent the equip back and called on Friday asking for a supervisor and was told that one would return my call in 1-2 business days. Now it's Tues, I waited 57 minutes to speak to a supervisor who didn't apologize, yelled at me the entire conversation and when I asked what Lifeproof was going to do to rectify this with me and for the sake of future claims she told me Lifeproof has done everything the contact said they would do and that she was going to end my phone call with me. When I asked her her name, and for her supervisor, she hung up on me. I was more then upset about the process already and now I'm very pissed off with how I was treated. I have never felt so abused by a company for something that seems so simple. I still don't have a working phone and am hoping that a usable phone is coming in the mail tomorrow.

Desired Settlement: We are still paying for the $949 phone that was ruined, and want a NEW not referbished Phone ** **** 128g, phone sent to me at the very least as an apology for putting up with the claims department and holding my life and business hostage for 3weeks. I'd like a refund of my $50 claims processing money that was finally collected after my 5th call. I would also like a refund of the money I paid for the Lifeproof case initially and want to return the case I got my daughter right before this all happened too. I would expect that Lifeproof evaluates their claims process for improvements as it is not living up to their own high standards

Business Response:

I am sorry for the frustrating experience that you have had with your case, our warranty and our customer service. While it is a busy season for us we do want to help all of our customers quickly and efficiently. We strive to have the best customer service and your entire experience will be reviewed so that all necessary action can be taken. 

I do see that we are waiting to receive the incorrect device. As soon as we get it back we will issue the replacement for the correct device as well as a case to fit the device.If you have the tracking number for the return of the device I will expedite the process as much as possible. 

8/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The people I spoke with could not provide any information. I had multiple people tell me they couldn't do anything for me and sit in silence. I would ask what my next step was to getting my phone and case replaced and they said to try and call back in a few hours or the next day. This went on for 13 days. I had multiple supervisors tell me they would call me back and not one of them did. I never received any communication from them by email or phone call. The phone was supposed to be shipped a week ago and as of right now, 13 days later, I finally receive an email for ***tracking info. It will now be delivered tomorrow when I have communicated numerous times the phone has to be delivered no later than today because I will be out of town. Once again they fail in the communications and have it delivered when I am unable to receive it. They company seems very incompetent. I had 2 employees tell me how many complaints they get daily because of the way things are handled internally. I am extremely dissatisfied with the treatment I received. No one should have to call back numerous times over and over again to get a company to warranty their product. Nor should I have to wait for two weeks to receive my product with no communication from anyone. I will never again buy any life proof cases and will tell other not to as well.

Desired Settlement: It has been my most frustrating experience dealing with warranty service. I want others to know what kind of treatment they can expect if they purchase this product. I would like an apology and a refund of my $50.

Business Response: I am sorry for the frustrating experience that you have had with your case, our warranty and our customer service. We strive to offer the best customer service for all of our customers in every situation. I am sorry that this is not the experience you had when contacting us. I will review each phone call that you have had with us to determine what action needs to be taken. I do see that your replacement case and phone were delivered on Friday, 7/29/16. This process was expedited as much as possible but can take slightly longer during this time of year as it is our busy season. At this time we are unable to refund the $50 needed for the replacement of your phone and case. Each of our cases comes with a one year warranty that covers any damage to the case. We would able to replace this case at any time should it become damaged. Once again I am sorry for the experience that you have had with your case and our warranty. 

8/11/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Case was purchased in December 2015 by March of 2016 I had to get a replacement case from Otterbox because it broke in the lower right front corner by the NOTE 5 stylus the replacement they sent broke in the same exact spot in July 2016 this time it caused the phone to break. They also claim the case to be dust proof and I work around a product called steel shot for a shot blaster. The shot is larger then a dust particle but was ending up in the case by the back glass. I have owned otterbox products for many devices and not a single one had broke before this NOTE 5 case.

Desired Settlement: Replace the phone with a new or factory refurbished device or pay to have mine repaired. Replace the case with a different color as per what the customer service agent and supervisor told me the cold of the plastic can mean the difference between it breaking in that same corner.

Business Response:

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases are thoroughly tested to ensure that the case is durable, reliable and offers protection to a device.Unfortunately we are unable to test against every situation. While the case is an added layer of protection it is not a guarantee that a device will never become damaged.If the case should become damaged we are able to replace the case through our limited warranty. Generally our warranty is a one year warranty however as long as we have the product we are able to extend it past the year. Our limited one year warranty covers any damage to the case however it does not extend to the device inside of the case. We are able to offer a replacement case at any time. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.

Each of the ports are covered by a silicone layer that keeps dust out of the ports. While each of the ports is dust proof dust can still enter the case through other openings in the case. 

 I will forward all of your observations and concerns to our engineering department to see if any modifications to the case need to be made. 

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

I am rejecting this response because: they offered to do nothing besides replace the case. I do not need a replacement case because the phone is broken because two cases failed to work as a added layer of protection. They can make a exception outside of the warranty because of how both cases broke in the same spot within 6 months of original purchase, but I feel they don't want to because that would be them admiting they may have no designed the case as well as they do for other phones.

Regards,

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

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

I am rejecting this response because: I will accept the offer of a new case because ******* has aggreed to repair my phone free of charge. Please send my a note 5 defender case with a white shell and black slip cover. 

Regards,

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

Business Response: I have ordered the replacement that you have requested. You will receive email confirmation of the order and when it ships you will receive a ***** tracking number. 

Consumer Response: Better Business Bureau:

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

Regards,

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

8/10/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case Nuud (Blue) for my phone *****. The product advertises that the phone can be be submersed under water to a certain depth (<2m). After running through their water test and seeing the case was effective in its testing I placed my phone in the case. When the case was exposed to water from my sink water somehow penetrated the case and caused internal problems to my phone. Not knowing the issues at first, I brought the phone to ***** to have it tested/run diagnostics, to my surprise ***** confirmed with photo evidence water had penetrated the phone (Which I thought t would be impossible because of the case I used). Ultimately, ***** offered a discount price for me to buy a new phone, since the phone was only a week old.

Desired Settlement: I would like to get my money back for the new phone I had to purchase because the case did not protect my phone as advertised on their product design.

Business Response: I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any damage to the case itself. Unfortunately the warranty will not cover any damage to the device. All of our cases are water tested before they leave the factory and we ask that our customers complete the water test upon receiving the case and throughout the life of the case. Should the case become damaged or stop functioning we are able to offer a replacement case. To view our full warranty please visit  https://www.lifeproof.com/en-us/global-warranty.html.

Consumer Response:

Complaint: ********

I am rejecting this response because:

I went through the case water test and the case malfunctioned allowing water to destroy my device. This phone was not even 1 week old. Why should i have to buy a new phone because your case malfunctioned, or is misrepresenting itself on the package. Your case is supposed to protect my phone not break it or cause me to buy a brand new one. The case costs over 110 + tax.....


Regards,

***** *****

Business Response: Thank you for clarifying the issue. We ask that the device not be in the case when the water test is performed. We do provide a test device with each case so that the phone will not become damaged during testing. If the case becomes damaged or does not function correctly we are able to replace the case. Our warranty clearly states that we are unable to replace the device under any circumstances. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Consumer Response:

Complaint: ********

I am rejecting this response because:

I'm unsure what the miss understanding is on your part. Your product the Nuud is advertised on the packaging the phone can be put underwater or near water when a device is inside. The product has malfunctioned or does not do what is advertised resulting in the damage of my device.  


Regards,

***** *****

Business Response: I am sorry for your frustration. Our cases are put through rigorous testing to ensure that they uphold to a certain standard. Regular maintenance and thorough inspection should be done to ensure that case remains waterproof at all times, and if anything is compromising the integrity of the case, we would be more than happy to send you out a replacement. Please give our customer service line a call so we can assist you further at **************.

Consumer Response:

Complaint: ********

I am rejecting this response because:

I do not understand any of your responses, besides the fact your not willing to pay for my cost of a new phone that was damaged by your case. Lifeproof case destroyed my phone and does not do as advertised. Please refund the requested dispute amount.

Regards,

***** *****

8/9/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a waterproof case from lifeproof a few months ago. Its advertised as being one of the best waterproof phone cases on the market, and it can be submerged for up to 6 feet underwater for up to 1 hour. My phone was submerged in 3 feet of water for about 60 seconds, and the case did not prevent the water from getting into the phone. My phone ** is now ruined and will not turn on. Ive reached out to lifeproof via email, phone, and facebook, and they only offered to send me another case. I called ******* and they want 500$ for a new phone.

Desired Settlement: I would like lifeproof to give me a working phone ** (or pay for repairs on this one) and a new case. I feel like they shouldn't advertise something like that, if it clearly didn't work. I trusted it enough to not buy insurance for my phone.

Business Response: I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases have a limited one year warranty that covers the case but not the device inside of the case. We do extensive testing to ensure that our cases meet and exceed all of the claims that we make. All of our cases are water tested before they are shipped out and we do ask that a customer complete the water test when it is received and at regular intervals throughout the life of the case. Should the case become damaged or stop functioning we are able to replace the case. Unfortunately this warranty does not extend to the device itself. While the case is an additional layer or protection it is not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. 

8/9/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My nephew **** bought an ****** on February 28, 2016 at Verizon. We asked about insurance on the phone, and the clerk told us that if we bought a $99 Lifeproof case we could get waterproof warranty. Since a family ****** * had been damaged by water, **** bought the case. It was very expensive, and it cost him $99 which he had spent a long time working to earn. The afternoon of the sale, we went on line to register the case and sign up for the waterproof warranty. We submitted the sales receipt from the sale--which included the phone's unique serial number. We were told the phone warranty was registered. We never expected to have to use it. We had a lot of trouble with the website registering the warranty--we kept getting kicked off and having to start from scratch--but we persisted until we received an okay for the warranty. Unfortunately, the case cracked, and on a school outing, water damaged the phone. We tried a home remedy first--keeping it in rice to dry out. This did not work, so I contacted Life Proof. I had trouble connecting with them via phone, but eventually I reached someone. I explained about the phone, and the representative said he would connect me with the warranty department. I waited for about half an hour to speak to someone, and was unable to reach anyone there. I called back to Life proof and was told a representative from the warranty department would call. We waited a week--no call. I phoned again. This time Life Proof did put me in touch with a representative who agreed that the phone we needed to have repaired or replaced matched the serial number we had submitted on the sales receipt and in our warranty submission, but she claimed we had selected a color and type of phone that did not match our warranty submission. I have no idea why this would be the case--whether we had checked the wrong boxes or something went wrong when we had all that trouble submitting the information or Lifeproof is falsely changing the information. It seems to me that the important element is that the serial number on the damaged phone matches the serial number in our warranty and the serial number on the sales receipt that Lifeproof has. When the representative told me that Lifeproof would not honor the claim, I asked to talk to a supervisor. She said that all supervisors were busy, but one would call me back within two days. We did not hear from Lifeproof. It is now four days later. As I said, my 14-year-old nephew had to do a lot of work to afford to buy the Life Proof case with the waterproof warranty. We all agree that the serial number on the damaged phone matches the serial number in the warranty. I just ask that the Life Proof warranty honors our warranty and fixes or replaces the phone the was damaged because of the damaged case. (Also, in terms of Lifeproof claiming that the phone is a different size than that on our application--only one size case fits the phone whose identification number matches the phone we need fixed or replaced, and the serial numbers on the case match those of the size phone we need fixed or replace.)

Desired Settlement: We want Lifeproof to honor its warranty and fix or replace the phone that was damaged by the crack in the case.

Business Response:

I am sorry for the frustrating experience that you have had with your case, our warranty and the Total Water Protection Program. All of our cases have a limited one year warranty that covers any damage to the case itself. We are generally able to extend this warranty past a year as long as we still have the product available. Each of our cases are water tested and we ask that a customer completes a water test upon receiving the case and at regular intervals throughout the life of the case. If the case should become damaged or stop functioning we are happy to help you receive a replacement case. Unfortunately this warranty does not extend to the device. 

In addition to the one year warranty that all of our cases have we do offer a Total Water Protection Program exclusively through Verizon. This program must be registered for within 14 days of purchase of the case and asks for very specific information upon registration. We are able to replace a phone however we do need to replace the original phone that was registered with the case. I am happy to look into this further for you however I will need the serial number of the phone and the registration number for the Total Water Protection Program. 

Consumer Response:

Complaint: ********

I am rejecting this response because: it does not honor my request to have the warranty honored.  All it does is say I can submit some information, but it does not say the warranty will be honored.

The phone under the warranty has an IMEI number of ***************.  The representative I spoke with verified that this is indeed the number submitted with the warranty.  The warranty is under the name of **** *******, zip code ***** (or it could be ******* *******). The representative I spoke with also agreed that this is the IMEI number on the sales receipt we submitted

The only response we had from them was this response email:

LifeProof Total Water Protection Program Registration Confirmation

Thank you for registering with the LifeProof Total Water Protection Program. We're committed to providing you with the utmost in protection, so it is important that this information was submitted fully and completely. If you have any questions or concerns regarding the validity of the information submitted, please contact a LifeProof Total Water Protection representative immediately at ************, 24 hours a day, 7 days a week. 

If all information requested has been provided, and is complete and accurate, the registration process was satisfied. If for any reason the information you entered was not complete and accurate any future service requests may be denied. 

Important: The receipt photograph and screenshot of device (containing IMEI/ MEID/ Serial Number) must be included in your submission. If you feel that you may have erroneously uploaded the incorrect image, please reach out to a LifeProof Total Water Protection representative. 

The Total Water Protection Plan protects your device for 12 months from the date of initial purchase. If you need to file a device service request please contact a LifeProof Total Water Protection representative at ************, 24 hours a day, 7 days a week. 

Thank You! 

Contact LifeProof: ************ 

Please keep a copy of this message for your records.

As you can see, although they are now claiming that we submitted the warranty saying the phone was a different color, they do NOT include the phone details information in their email confirming that the warranty registration has been successfully completed.  This makes it easy for them fail to honor the warranty--as they are doing--by later claiming that the phone was a different color--or a different style of phone (even though only one size of the phone will fit in the Life Proof case we puchased--whose case number is ***********.

 What will satisfy us is having them honor the warranty!!!!!

 Dear **** *******,

This message is in regard to your complaint submitted on 7/25/2016 against Otter Products LLC.  Your complaint was assigned ID ********.  The business has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  

Please let us know if you accept or reject the business' response and your reasons why. It is often helpful to restate your desired resolution and provide your solution as how to reach a mutual agreement. All responses will be copied to the company. 
Please respond within 10 calendar days or the complaint will be closed as assumed resolved. 
The text of your response will be publicly posted on the BBB Web Site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response when possible. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,

***** *****, 
Vice President Dispute Resolution and Operations
Phone: ************
**********************

MESSAGE FROM BUSINESS:
I am sorry for the frustrating experience that you have had with your case, our warranty and the Total Water Protection Program. All of our cases have a limited one year warranty that covers any damage to the case itself. We are generally able to extend this warranty past a year as long as we still have the product available. Each of our cases are water tested and we ask that a customer completes a water test upon receiving the case and at regular intervals throughout the life of the case. If the case should become damaged or stop functioning we are happy to help you receive a replacement case. Unfortunately this warranty does not extend to the device. 

In addition to the one year warranty that all of our cases have we do offer a Total Water Protection Program exclusively through Verizon. This program must be registered for within 14 days of purchase of the case and asks for very specific information upon registration. We are able to replace a phone however we do need to replace the original phone that was registered with the case. I am happy to look into this further for you however I will need the serial number of the phone and the registration number for the Total Water Protection Program. 

Regards,

**** *******

Business Response:

Thank you for providing the additional information requested. After some research I do see that we contacted the person who made the claim for additional information. At this time we are waiting to receive the additional information before we can proceed with the claim. To provide the additional information please respond to the original email or give us a call, 1-************. We are happy to continue to help you to the best of our abilities as soon as the additional information regarding the discrepancy is received. 

8/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof is a joke! I purchased this case when I bought my daughters **** in December. I went with lifeproof because 1) the ***** guy recommended it 2) my daughter is 7. I wanted the **** to last, so bought the best case. Or so I thought. I followed the instructions included with the case to a T. It passed water test, and we were good to go. A few days ago, daughter knocked over a bottle of water onto the ****/case, and I wiped the top, and thought all was ok. The next morning, the **** wouldn't power on. I plugged it in, nothing. Took the case off, and water came running out. Water was even behind the **** screen. Took **** to ***** yesterday, and **** is toast. I am so pissed off! So much for waterproof!! I called lifeproof today, and all I got was, "we can send you a new case." Really? For an **** that doesn't work? That was in a waterproof case, and it failed to protect it? So upset with Lifeproof. Will never purchase again, and definitely won't recommend to anyone!

Desired Settlement: I think Lifeproof should be responsible for our ****. We followed the instructions, and **** was still ruined. It's disappointing to pay $99 for a waterproof case, only to find out it's not really waterproof. To me, it's false advertising to claim it is.

Business Response: I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any damage to the case. We are able to extend this warranty past the one year as long as we still have the product available. When the case is received and at regular intervals through out the the life of the case we do ask that a water test be performed to ensure that the integrity of the case is maintained. If the case should become damaged or if it no longer functions properly we are able to help with the warranty process. While our case adds an extra layer of protection it is not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. We are able to replace the case with the same case or a different case at any time. 

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

I am rejecting this response because: you are supplying the consumer with false advertising. You claim your products are water proof, dust proof, etc. I followed the wate test instructions exactly. It's not like I jumped into a pool with the ****. My daughter knocked over a plastic water bottle. Your product failed to protect its contents like you advertise. While I realize nothing is 100% foolproof, so maybe your company can retract your waterproof claim.

Regards,

*** ******

Business Response: I am sorry that the case did not perform as expected. I will forward all of your observations and concerns to our marketing department for review. If any adjustments to the wording need to be made we will make them. In the mean time we are able to replace your case with the same case or a different case of your choice. 

8/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product called "LifeProof" that guarantees water protection for an hour up to 6 feet. My phone got wet for 3 seconds and the case offered zero protection, ultimately leading me to have to replace the phone.

Desired Settlement: I want LifeProof/Otterbox to pay for the replacement of my ******, which was handled through ***** for $200.

Business Response: I am sorry for the frustrating experience that you have had with your case. All of our cases come with a limited one year warranty that covers any damage to the case. Each of our cases is water tested before they leave the factory. We ask that each of our customers complete a water test upon receiving the case and at regular intervals through out the life of the case. Should the case fail we are able to offer a replacement case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

Consumer Response:

Complaint: ********

I am rejecting this response because: the product makes false claims of protection and the company's poorly designed product causes customers to replace their cell phones, which is very expensive. I completed the tests and set up required, my phone got wet for no more than 3 seconds and was ruined because the case offered zero protection. I have noticed that customers are complaining (a lot) on the company's ******** page as well with similar stories to mine. 

One a second topic, why would I risk hundreds of dollars again on a poorly designed product, only to have it fail again and ruin my next phone?  Replacing the case does nothing to cover the damage done by a product that claims water protection, up to an hour at 6 feet. It failed me at 6 inches for 3 seconds and I never would have taken my phone on that outing had I thought that the product I bought was going to perform that poorly. 

I have and will continue to tell as many people as I can that this product is inferior and that the company does not support it's customers. 


Regards,

Steve Mckeithen

8/1/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Otter Box for my ******* ****** ** **** 10 months ago. I dropped my phone 2 days ago 7/13/2016, and my phone was completely enclosed in the Otter Box at the time it was dropped.. When I dropped the phone, the upper right hand corner is cracked. The case did NOT crack. I contacted Otter Box because they advertise that the case is Certified Drop Protected. When I talked to the representative, she stated they would replace the case. However, I do NOT need a new case, I need coverage of a new phone since the Otter Box did NOT protect my phone from cracking.

Desired Settlement: I would like replacement of my ******* ****** ** ****.

Business Response: I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases come with a limited one year warranty that covers any defects in the case. Should a case become damaged or stop functioning correctly we are happy to offer  a replacement case. To ensure that our cases offer the most protection available to a device we do extensive testing that include drops, bumps and shocks. Unfortunately this does not guarantee that a device will never become damaged. We are able to replace the case but will be unable to offer any compensation for the device. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.

8/1/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a WATERPROOF Life Proof case June 29, 2016 for my dads birthday. We preformed the water test as exactly described in the instruction manual. Worked fine. We put the case on and was working good until he took my daughter in the kiddie pool at the park and the case allowed water in his phone. He was in 2 feet of water. after a few minutes his phone shut off and has been completely unusable. I called LifeProof customer service this morning and the lady literally laughed at me - not once but 3 times. She stated that sorry it sounds like a malfunction on our end but we dont cover the phone. if your product malfunctioned and ruined my phone how are you not responsible for replacing it? This is totally unacceptable. How can you sell your product at multiple locations with sales people pushing that its the greatest case ever you can go under water you can snow board you can do almost whatever you think without damaging the phone... Well it damaged the phone within 2 feet of water. Totally unacceptable!

Desired Settlement: Replace the damage unit - Iphone 6.

Business Response:

I am sorry for the frustrating experience that you have had with your case and our warranty. All of our cases are water tested before they are shipped out. We ask that a water tested be completed when the case is received and at regular intervals throughout the life of the case. Should the case become damaged or stop functioning correctly we are able to replace the case through our limited one year warranty. While our cases are an extra layer of protection they are not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

We do strive to have excellent customer service and I am sorry for the poor experience that you have had. I will listen to the phone call and take all appropriate action. 

Consumer Response:

Complaint: ********

I am rejecting this response because: I purchased the case on June 29th and it failed on July 23 so less than a month later?? How often do you suggest to do the water test ?? That's totally unacceptable. What's the point of having a case if it's going to fail. I would like my deductible reimbursed since your prodcut that was less than 30 days failed. You stated that your products are tested before leaving your facility I would like a detailed explanation of the type of tests your perform on the cases along with a PASSED results for my case.com

Sprint insurance deductible was 200.

Regards,

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

Business Response: Our goal is to make the best case to protect our customers device in any situation. While we do our best to make a case that provides the most protection we are unable to test for and protect against every circumstance.  Each of our cases is water tested before it leaves our warehouse and must pass the test in order to leave the warehouse. The water test that we perform is the same one that we ask our customers to perform to ensure that the case remains functioning correctly. There are detailed instructions in the pamphlet provided with your case however the water test does include submersion for thirty minutes. In the pamphlet provided we outline several instances in which we recommended retesting your case. A few examples would be after any significant drop, contact with salt water or before planned water use. I am sorry for the frustration however we are unable to help with the deductible for your device. I am able to help you receive a replacement case at any time. 

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

I am rejecting this response because:this is unacceptable. It was in a kiddie pool which is no more than 2 feet for literally 30 seconds. Why would I want a new case if it's going to ruin the phone ? I can't afford another deductible. I don't understand how you can say "Life Proof" but in 2 feet of water for 3" se cones ruins my phone. Younarent willing to do anything regarding this malfunction that your product caused me but offering a new case ?? That's unacceptable. 

Regards,

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

7/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a defender case through the company for my **** *** * so that I could ensure that my **** was safe from drops and damage to the screen. On the site they advertise drop rated and such and I have had products from this company previously that I have liked. This particular case I believe to be defective because the case caused a crack in my screen that has now grown to cover the expanse of my screen. I contacted the company with this problem and explained that my device should be repaired due to a defect within their product but I was denied that because of a policy in their company. The case has two defects that I noticed. A corner of the case kept coming loose so I would have to squeeze it together to get it to click in, I feel that this is one possibility that could have caused the crack but the other possibility is the separate cover for the screen that doubles as a stand. I found this protective shield to be helpful in making sure the screen was protected, however because of the design of it, it requires effort and tugging at different corners to remove it from the case. I noticed recently when trying to take it off that it caused another significant crack in my screen. I am very distraught over this because the case was bought originally to protect the device, not to damage it! Had I known the issues this case would have produced I would have went with another option. I feel that because this issue is caused by a design defect or flaw within the product that otterbox should be responsible for the damage that their product caused to my device. It was expensive to buy the **** and the case for it was not cheap either and the whole purpose of the case was to prevent this issue from happening. If it was a matter of the case breaking I wouldn't care but it's a hardship to repair a piece of expensive technology that took months of saving for especially when the damage comes from the product that was supposed to protect it.

Desired Settlement: I would like the screen of my **** *** * to be repaired.

Business Response: I am sorry for the frustrating experience that you have had with your case. All of our cases come with a limited one year warranty that covers any damage to the case. If the case should become damaged or does not function properly we are able to offer a replacement case. We are able to extend this warranty past the one year as long as the product is still available in our warranty.While the case does offer additional protection and has gone through extensive testing to ensure that the device is protected the case is not a guarantee that the device will never become damaged.We are able to offer you a replacement case of your choice but will be unable to offer any compensation for the device itself. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html.

Consumer Response:

Complaint: ********

I am rejecting this response because:this is the same response I received when I contacted the company. I have already received a replacement case for the defective case but this doesn't fix the issue that my ***** screen is broken. There was not a drop or any external damage done to the case nor tablet to have caused this screen to crack. The screen cracked because of a defect with the case internally. As I previously stated there are two defects that I saw with the case I had that I fully believe caused the crack in my screen. The top left corner of the case never properly sealed and would need to be firmly pressed together to seal and the second reason was the hard cover for the case was difficult to remove and when removing it, it would create pressure on different corners of the device which I believe and have seen to be the case as to why the screen cracked. The tablet was not dropped. The other day I attempted to remove the hard cover which again was tightly fitted and in removing it because of the pressure of trying to pull two corners up at once it caused another crack. The issue isn't with what I did to the device but rather what your case did to it. If I had known that the case would cause this type of damage I would have stayed with the tempered glass screen protector that I had on it previously and went with a different ballistics option. I bought your case because I wanted to protect my device but instead your product damaged it. If returning your replacement case ensures my device being repaired than I will do that but it is bad business to let this matter go unfixed. I don't care two cents about the case but I care about my $600 investment and I expect that if the corporation desires to maintain their good reputation they will fix this matter. I have high regard for Otterbox and have used Otterbox products for many years now with every device I have owned and wish to continue but I need the company to be as loyal to their customer as their customer is to them. I don't have the financial means to repair it currently and I don't feel that it is right for the expense to fall on me when I went to every extent to ensure the devices safety only to have it break by the product that is supposed to protect it. Please take care of this matter so that your reputation is enact as well as my future investments with your company. 

Regards,

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

Business Response: Thanks for the response, and I know it can be frustrating with the amount we pay for cell phones and devices these days. We are willing to work with you on getting a replacement sent out and we can even send you out an extra case if you need one for a family member as well. We would be more than happy to help you out with that. That is what our warranty covers, and we can absolutely waive any shipping costs to get product out to you. Please let us know if you have any further questions, and we would be more than happy to answer them for you. 

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

I am rejecting this response because: As I previously stated, I have already received a replacement case. This is not what I need nor what I want. Your defective product cracked my screen and if you truly understand the hardship it is to have a broken screen that was cracked by someone else's fault you would understand how unjust it is to allow it to continue unfixed. Just like when you take your car into a car wash and the person who washes the car puts a huge scratch in it, you expect to be compensated it is the same way. I entrusted my device to be safe in your case and I expected that if it suffered a significant drop or a direct drop to the screen than that would be my problem but I never expected that the case would be the cause of the crack. I am not budging on this settlement. I want my device shipped out for repair or I want compensation so I can take it in to get repaired. Your product broke my screen. You replace what you brake....this is something we're taught as little children to do and I don't feel that I have to explain this further.

Regards,

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

7/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new ****** ** **** in April of 2016. I also purchased a "lifeproof" case to protect my phone. Not even 3 months after using my new phone and case, I had some water splash on the phone while it was in the protective case. I tried using my phone a couple minutes after that and it wouldn't turn on. I removed it from the case and dried off the phone and let it sit for the next 3 days and it still didn't work. I took it to a repair shop and they said the phone was fried and not able to be fixed. I purchased this case after seeing all the advertisement about how your phone can be submerged in 6.6 feet of water for an hour and how it will protect your phone. Considering my phone was not submerged and only had a small amount of water splashed on it, I feel like this is some major false advertisement and I am now left without the phone that I am still paying for.

Desired Settlement: I would like to have my ****** ** **** replaced.

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

I am rejecting this response because: I believe this is false advertisement and the case did not do what was supposed to do, protect my phone. The advertisement says very clearly, in many different places, how my phone is protected by this case. In my case it very clearly states that I could submerge my phone in water I don't have to worry because it'll be protected. Considering my phone and case was NOT ever submerged I feel like I should be compensated for a replacement phone because the case didn't even come close to doing what is promised. 

Regards,

****** ****

Business Response: Again, I am sorry about what happened to your device. We always recommend that you water test the case on a monthly basis, to ensure that it remains waterproof. If there are issues with the case, then water testing it will help to ensure the seal is working properly. In the event that you water test the case and it fails, we will gladly get you out a replacement that is waterproof. As far as the device, that would be something that you would have to take to the manufacturer or provider for any assistance, as our warranty policy states that devices or phones are not covered under the warranty. 

7/25/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof 5C FRE series ****** case. I purchased the items solely for the Lifeproof "Four Proof" protection; Water, Dirt, Snow, and Drop. A video on their website shows individuals purposely jumping into a lake/water, demonstrating their Four Proof protection for water. The purchase was made on January 18th 2016, and installed upon delivery on 20 January 2016. I closely followed installation instructions. On 09 July 2016, my phone was in it's case in my pocket then accidentally submerged in pool water less than 1 foot for less than 60 seconds. The Four Proof protection was false relating to water and Lifeproof only wishes to reimburse me for the faulty product, not the damage to my ****** cause by their false statements

Desired Settlement: Reimbursement for the replacement of my ****** and refund for the money spent on their faulty product.

Business Response:

I am sorry for the frustrating experience that you have had with your case and our warranty. Our case adds an additional layer of protection to any device however it is not a guarantee that a device will never become damaged.  We complete a water test before the case leaves our facility and we ask that our customers complete a water test when the case is received. We do ask that additional water tests be completed throughout the life of the case to ensure that it remains waterproof.   Our warranty does only cover the case not the device inside of the case. To see our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

In this instance we are willing to go outside of our warranty, which is generally only for a replacement case of the same case that you currently own, and offer a refund for the case. To process a refund for the case we will need additional information. In addition I will forward all of your observations and concerns to our marketing team for evaluation. 

Consumer Response:

Complaint: ********

I am rejecting this response because: My complaint is based upon the false advertising where individuals video themselves jumping into water with their phone in the case. I purchased the case based solely upon the protection displayed in the video. My phone was submerged less than 60 seconds in less than a foot of water when it was destroyed by their product failure. This exposure was far more minimal than what is claimed/displayed in their advertisements.

As for the warranty, I conducted a water test prior to installing the case as instructed, which was approximately six months ago. I take great care with my phone, I'd never intentionally jump into water as their video displays out of caution. Do to these circumstances I was forced to replace my phone with an ****** at the cost of $399 plus tax and new case from another business at the cost of $79.99.

Regards,

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

Business Response: I am sorry that the case did not perform as expected. We do ask that a customer perform a water test upon receiving the case and at regular intervals through out the life of the case. If the case should become damaged or is no longer water proof we are able to replace the case. We perform many rigorous tests to ensure that our cases are durable and waterproof. The warranty is limited to the case and will not cover the device inside of the case. We are willing to replace the case and to step outside of the warranty and offer a refund for the case itself. 

7/20/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: LifeProof guaranteed a waterproof case with a one year warranty, which did not uphold for 7 months before the device, enclosed correctly in a water-tested case, received water damage upon brief submersion of less than half of the device in approximately two inches of water. Upon calling to learn more about this issue, I was hung up on by a LifeProof employee who told me "manmade devices are always subject to problems" just prior to hanging up and refusing to take more information regarding my case.

Desired Settlement: I would like a replacement of my phone and my case, as guaranteed by the company. It appears quite fraudulent that a company would advertise a waterproof device and fail to uphold its guaranteed warranty. I refuse to accept the poor customer service I received.

Business Response:

I am sorry for the frustrating that you have had with your case and our customer service. We pride ourselves on helping our customers in a fast, friendly and effective manner and I will research the incident that you are describing. 

All of our cases have a limited one year warranty that covers the case but not the device inside of the case. Before a case is sent out we water test the case to ensure it is waterproof. We ask that a customer complete a water test upon receiving the case and at regular intervals throughout the life of the case. Should the case become damaged or is no longer waterproof we are happy to replace the case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html.

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

I am rejecting this response because: the Total Water Protection Program is meant to cover both the device and the case itself. However, it was when I contacted TWPP that I was treated very poorly by customer service and hung up on, despite being incredibly polite in the face of such dismal circumstances. I was told "well manmade devices break all the time" and hung up on, without further assistance or discussion. I had a large amount of data lost on that phone, including photographs of deceased individuals which are irreplaceable. To be treated so poorly after such an unfortunate event was incredibly distressful and unnecessary to say the least. I would certainly hope this isn't the type of representation LifeProof seeks to have in the public eye. 

Regards,

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

Business Response:

Thank you for the clarification. We do offer an additional program through Verizon only called the Total Water Protection Plan. To qualify for this additional protection the case needs to of been purchased from Verizon and registered within 14 days of purchase. I have contacted our Total Water Protection department but was unable to find any registration with the information provided. I am happy to attempt to look up the registration with additional contact information or the registration number. If the case was not purchased from Verizon or was not registered we are still able to help replace the case itself. 

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

I am rejecting this response because: I find it upsetting that my little sister, who saved up carefully to purchase a LifeProof case from an authorized retailer of LifeProof cases (**** *** ** *********** **), is now crushed that her present failed to live up to what it said. **** *** told her that if my phone was damaged in a LifeProof case, LifeProof would indeed cover the phone. Now I have both no phone, which is very difficult for applying to jobs currently, and feel that LifeProof has been misrepresented by a retailer that the company has authorized. I now wonder if these companies have been misinformed about the cases as well. I was also charged for shipping on a replacement case which I did not order, and, upon calling LifeProof, was told that this is a "soft charge" (direct quote from the LifeProof representative) which "would be removed in a few days". Not only was my case not fully addressed, but I was also charged for a product I did not agree to purchase. At this point, customer service for LifeProof has proven to be very unhelpful to me. As someone who has been loyal to Otter Brands for 5 years, I regret this sincerely. 

Regards,

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

7/19/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The Lifeproof Nuud case for the ****** * **** advertises it is water, dirt, snow, and drop proof. I tested the case with the materials provided and had no leaks. Once I inserted my phone in the case and after a few drops, I found the case had lost it's integrity and the case started allowing water to seep inside. Now, I have an ****** ($800) malfunctioning and ***** refusing to help me due to the damage. After reaching out to the company, I am informed that although Lifeproof guarantees these 'proofs', if it is falty they will replace the case and not the actual phone it swore to protect. They should advertise the actual phone is not protected against faulties of the product. Also, everyone should see their warranty exclusion BEFORE purchasing the device, I'm sure it'd change the minds of a lot of their consumers. As stated on their website: PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE THE OTTER PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. So we spend $100 to secure our phone through the adventures we may have, yet if something is faulty, the company won't cover what they claim is protected.

Desired Settlement: I wish to send my case and phone for immediate replacement. I rely on my phone for business appointments, alarms, and my workout. Without it, I can not complete my daily tasks sufficiently.

Business Response:

I am sorry for the frustrating experience that you have had with your case and our warranty limitations. We do extensive testing to ensure that our cases offer the most protection possible for a device. While we work hard to make our cases the most durable available we unfortunately can not guarantee that a device will never become damaged. We are able to help you with the case but will be unable to offer any compensation for the device. 

I will forward your observations and concerns to our marketing team to see if we can make the limitations of our warranty more prominent. In the meantime if you would like to receive a replacement case I am able to send a case of your choice.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business, and find that this resolition is the best that may be obtained. I would appreciate a replacement case and have had my phone replaced by Apple. And advertising contents inside case are not protected would increase buyer awareness of what exactly they are getting into. Thank you. 


Regards,

***** *****

Business Response: I have ordered a replacement case, waived the fee and expedited shipping. You will receive email notifications throughout this process and as soon as the item ships you will receive a ***** tracking number. 

7/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Good afternoon, i purchased one of your cases from **** ***. it was a otter box defender for ***** **** *** ***** ***. I got the case back in *****. i been using the case for a couple months and it caused my **** to bend. I currently have two cases a defender s5 and ****** 6s defender and i had other **** defender cases for various models. The plastic in this case is very cheap. This case is made with flimsy plastic. I believe this was a product defect which caused my **** to bend while being in the case. I took it to the ***** store and the amount to get a replacement is 379.00 i can give you a copy of the invoice. if need be i can send you pictures of the **** the case and how the case is curving and its no stress or pressure marks in the case. I really enjoyed otter box the past five years plus and this is the first time i have a issue as such.

Desired Settlement: I would like for otter box to cover the cause of my **** which is $379 and to give me a replacement defender case.

Business Response:

I am very sorry to hear that your case did not perform as expected and that your **** became bent inside of the case. All OtterBox cases include a limited 1-year warranty against any damage or defect to the case. Even if the case is more than a year old, we will continue to honor that warranty as long as we have cases available for your device.

Sadly, this warranty is limited to products that are manufactured by OtterBox. While your OtterBox case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside the case. I am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by OtterBox, such as the phone or tablet inside. You can read the full text of our warranty policy at l https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-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,

****** ******** I just don't want to pay for the shipping of the replacement case.

Business Response: I have ordered your replacement cases and waived our shipping and handling fee as an exception. You will receive email updates and as soon as the product ships you will receive a ***** tracking number. Please respond to any of the emails with any questions or concerns. 

7/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son purchased a life proof Nuud water proof case to protect his I pad through the ***** web site. He received it, put it together and did the water test to be sure that it worked. He then proceeded yo put his I pad in the case (which guarantees lifetime water proof protection). He did a water get again and the entire case filled with water. We quickly took the I pad out and tried to dry it but it was too late. The damage was done and the I pad was completely ruined. We called the company. They apologized and said that sometimes the cases r defective so they will send him another case. However the problem is that we now have no I pad to put in the case because the I pad was completely destroyed by the water damage which the case guaranteed protection against. They apologized but said there was nothing they would do about the I pad because that's as nit the item purchased. I went on to explain that they guaranteed that the I pad would be protected from water which is why we purchased it and now my son who was trying to be extra protective of his I pad by purchasing the guaranteed life proof case has a destroyed I pad due to their negligence. We even contacted the ***** company because he purchased it on their ***** website which means they back up the product and they said that the Life proof Otter company is responsible for the damage. Regardless, my son is now out the money which he paid for the case along with his I pad which will cost over $200 to replace. We r very diappointed with the product and the company nit taking responsibility for the damage to the iPod.

Desired Settlement: We would like a refund for the money lost from the purchase of the case along with compensation for the ruined I pad which is approximately $200.00.

Business Response: I am sorry that your case did not perform as expected. All of our cases come with a limited one year warranty against any damage or defect to the case. We are happy to continue to replace the case even after the year as long as we have inventory available. Each case is water tested before it leaves our distribution center. We do ask that a customer perform the water test upon receiving the case and at regular intervals through out the life of the case. While our cases offer an extra layer of protection they are not a guarantee that a device will never become damaged. You can read the full text of our warranty policy at l https://www.lifeproof.ie/en-ie/warranty-full.html

Consumer Response:

Complaint: ********

I am rejecting this response because:  we contacted the company immediately when the damage occurred to the I pad (this was after we performed the water test which is the "test" the company is referring to in their above response") replacing the case would be of no use to us since we put it together properly the day we received it and performed the water test. Then placed the I pad in the case which is to protect the I pad and within seconds his I pad was completely destroyed. Replacing the case which is advertised all over the box to protect the I pad from water damage (this is why we purchased it) would be of no value to us because the I pad is ruined due to the case not protecting the I pad device which it clearly states it will do. When we contacted the company a second time they said they would reimburse my son with a check for the value of the case. He sent pictures that they wanted. We received no confirmation so we contacted them again. They said the pictures needed to be at specific angles which we uploaded and resent to them and again no response or confirmation. We have done everything on our part and this company refuses to follow through with their promises. We now have no iPad because the protective case that was purchased to protect it did not protect it at all.. Again, we performed the safety test that is directed to perform before we placed the I pad in the case. Reimbursement for the case is the least we would accept. If the company truly backed its product it would reimburse the cost of the I pad as well ... 


Regards,

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

Business Response:

I am sorry that you did not receive an update on your refund in a timely manner. I do see that we have created your refund and sent it to our finance department for processing. Please allow processing time for the refund to arrive. The replacement case that was requested has also shipped, it has an estimated delivery date of 7/7/16. We ask that you perform the water test upon receiving the case and at regular intervals throughout the life of the case. 

We are happy to continue to help you as much as possible regarding the case. The case does have a one year limited warranty against any damage or defect to the case. We are happy to honor this warranty past the year as long as we still have product available. 

7/7/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The life proof case I bought is not staying together it wants to come apart on the corners. I have submitted the form online on and paid the shipping fee. I still didn't see nothing so I called and I got no where. They replied back to my email and said to follow the link so I did and put my credit card number in again. They said I should see a reply in72 hrs. I haven't seen nothing and it's been over a week. Not to mention that I have put my credit card number out there a number of times. I keep my all my phones and my kids phones in life proof cases. My daughter case is broke to but she seen how much trouble it is to have it warranted she took it off her phone.

Desired Settlement: I would like my case replaced without the run around. I'm in need of a new phone case because I been trying to get mine replaced and haven't gotten anywhere with lifeproof.

Business Response: I am sorry for the frustrating experience that you have had with our warranty system. I will send you a replacement free of charge due to the frustration however I am unable to view your warranty attempt. Will you please verify your case type(s) so that I can send the replacement?

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  I just need to know how to get both the cases, mine and my daughters replaced.  I have attached a copy of the broken cases as well as the serial numbers.  My case is a FRE for ****** * in black and hers is the NUUD for ****** * in pink.  Please advise what I would need to do in order to warranty these cases.  Thank you so much

Regards,

*** *****

25528 Knapp Lane

Brownstown, MI 48134

734-673-7728

Business Response: I have ordered the requested replacements with express shipping. The pink case is currently back ordered. Is there another color your daughter would be interested in? If not we can certainly wait for the product to become available. 

Consumer Response: Better Business Bureau:

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

Regards,

*** *****

7/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Life proof case for my **** from **** *** on 6/27/16. On the front of the package, it claims that the case is submersible to 6.6ft. I meticulously followed the instructions to apply the case, and even made reference that I didn't feel the front cover of the case (being that it was only an adhesive sticker) appeared to be very waterproof so I first tested it with a small amount of water. It appeared to withstand the small amount of water, so 2 days later, I went to the next step of taking it in my pool under about a foot of water. Well, water got into the case and ruined my ipod. I called Life proof and was told that because I did not purchase the case at Verizon (at a higher price), that the waterproof warrantee was invalid and the device would not be replaced. I was however offered a new case.. well let me think about this, I have NO **** any longer, why would I need another case that failed the first time?

Desired Settlement: I would like my **** replaced that I just purchased 6 months ago, and my money refunded for the case i purchased 2 days ago.

Business Response: I am sorry for the frustrating experience that you have had with your case. All of our cases have a one year limited warranty against damage and defect to the case. If the case should become damaged during this time we are able to replace the case for you. All of our cases are water tested before being shipped. Upon receiving the case we ask that you complete the water test and then continue to do so at regular intervals throughout the life of the case. Unfortunately our warranty is limited to the case itself. While the case is an added layer of protection it is not a guarantee that a device will never become damaged. We are able to replace and in some circumstances refund the case we are unable to offer any compensation for the device. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

You are obviously not familiar with your own products given the response that you gave.  The design of the **** life proof case does not allow the ability to be water tested prior to putting a device in it therefore you nor I could not have possibly water tested it prior to use.  Let me educate you on your product, The life proof case for the **** has a hard backing and a "sticker" that is placed over the face of the ipod.  To water test your device, I would have to apply the facing without the device in it and place it under water, then if there's no water, I would have to peel the "sticker" off and place my device in it, the front sticker would then have to be reapplied, however, the front face sticker is not reusable after it is removed once. Therefore, it is absolutely impossible to water test this product.  Also, if you are familiar with the instructions booklet that comes with this product, you would know that there are NO instructions in the direction booklet for water testing...BECAUSE IT IS IMPOSSIBLE!!!! I also find it very interesting that even on your water protection plan, this case is not listed for the water warrantee plan.  I am sure this is because of the horrible design of this product that relies on a sticker to keep the water out and its inability to be water tested.  I am very familiar with all your other products that have two pieces that snap together which allow for a water test but this one does not have that same design and the fact that I trusted your company because you put a sticker on the front of the packaging stating it is waterproof up to 6ft 6" of water cost my 8 year old daughter her **** that I bought her in lieu of having an expensive birthday party with all her friends.  She is devastated, and it kills me to know that a multi million dollar company does not stand behind their product!!!

Regards,

***** ******

Business Response: I am sorry for describing the wrong process for your product. We work hard and do extensive testing to ensure that all of our cases meet the standards required. Unfortunately our warranty does only cover the case not the device inside of the case. I would be able to offer you a replacement of your choice or a refund for your case. 

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

I am rejecting this response but obviously you don't care or stand behind your products.... this product has an obvious design flaw considering all of your products have the ability to be water tested except for this product.  I also find it very interesting that all of your cases (when purchased at Verizon) are covered under the Water Warranty Plan EXCEPT this case...you need not reply any further given the fact that this complaint appears to be going no where and will never be resolved, I do not need a new case since my **** is ruined nor would I want a new case given the fact that they are horribly designed.

Regards,

***** ******

7/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Based on the below claims/advertising on the Otter Box website I purchased an ****** ** phone case and Alpha Glass screen protector. I had the case for approx. 10 days and I dropped it while at the airport. My phone landed face down and shattered in the right left hand corner. Both the Alpha Glass and my phone shattered. On 6.20.16 approx 11:00a I called Otter Box and spoke with Anthony G***** – who said they cannot pay to fix the glass on my phone. I asked him about the Drop & Protection/Alpha Glass claims they have advertised on their website: Tested by us. Built for you. What do 24+ tests and 238+ hours of testing mean to you? They mean your OtterBox case is ready to dive into your day without a second thought — just like you are. OtterBox Certified Drop+ Protection means drops, bumps and fumbles are just the beginning. It means your device is protected from the barrage of wear & tear you subject it to everyday. So go ahead — do what you do and leave the protection to us. • flawless clarity • reactive touch • scratch protection • precision application • Alpha Glass Screen Protector FORTIFIED GLASS SCREEN PROTECTION Ultra-thin glass screen protector for ****** 6s Plus keeps your screen safe from drops and scratches Flawless clarity: maintains your phone's pristine image quality • Reactive touch: retains touchscreen responsiveness • Anti-shatter: fortified to avoid splintering and shattering • Precision application: tools included for simple application After back and forth he said he would credit my account for full amount $116.88. I rec’d email return authorization with return shipping label for $90.29. 6.27.16 @ 9:47a - I emailed Otter Box and spoke with Meng regarding email I sent and direction as I am concerned about peeling Alpha Glass off my screen without further damaging. I also stated in my email I think it’s ridiculous I have to return the case/glass. Meng said Anthony would get back to me. I am a Senior Paralegal who handles marketing/advertising claims on a global basis so I am aware of accuracy of claims and when a disclaimer or additional language is needed. I purchased this phone case/glass SOLEY based on the claims on their website. In conversation with Anthony he referred to their Warranty/Guarantee language (that being the reason they will not pay for cracked glass) however, it’s no-where to be found on the page where they are advertising their products/making claims. I have also filed a complaint with the BBB in Colorado. I am asking for the FTC to help with this situation as I feel I have been mislead due to the claims Otter Box makes on their webpage. Thank you for your help. *** ********** ****** ********* ********** ***** * ********** ************

Desired Settlement: I would like the screen on my phone repaired and a full refund for the case/glass.

Business Response:

I am sorry to hear that your case did not perform as expected. All of our cases have been rigorously tested and certified with our Certified Drop +Protection. Protection is number one for us at OtterBox where we have a team of dedicated engineers putting each design through 24+ tests and 238+ hours of testing. Although your product has undergone extensive testing it may be possible that all circumstances were not measured. 

  All OtterBox cases come with a limited one year warranty against any damage or defect to the case. Often we are able to extend the warranty for the case past one year as long as there is still inventory available. This warranty is limited to our case. The case does offer an added layer of protection however it is not a guarantee that a device will never become damaged. To view our full warranty please visit https://www.otterbox.com/on/demandware.store/Sites-otterbox_us-Site/default/CustomerService-Warranty

I am sorry for the confusion surrounding the return of the case. We do have automated emails that are issued stating that a return label costs $5. We had already removed the cost of this return label for you however I have issued a full refund for the case and will not require that you return it. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

Your advertising claims on your website are false and misleading.  I purchased the phone case and alpha glass based on your claims/testing.  I am not sure if Otterbox read my complaint as the response sounds like they cut and pasted info into the email.

The below is taken from your alpha glass website:

"Tested by us. Built for you.

What do 24+ tests and 238+ hours of testing mean to you? They mean your OtterBox case is ready to dive into your day without a second thought — just like you are. OtterBox Certified Drop+ Protection means drops, bumps and fumbles are just the beginning. It means your device is protected from the barrage of wear & tear you subject it to everyday. So go ahead — do what you do and leave the protection to us."

So, the above states "..Certified Drop + Protection means drops, bumps and fumbles are just the beginning....your device is protected from the barrage of wear & tear you subject it to everyday.....leave the protection to us."

As I told Anthony when I initially called, I had the phone and case/alpha glass for no more than 14 days prior to when I dropped it.  So, there is no need to offer an extension of extending your warranty for "over a year" as stated in your response.  I referred to the above claims from your website and the claims on your website from the page to the actual case I purchased.

Otter Box also states in their response, "The case does offer an added layer of protection however it is not a guarantee that a device will never become damaged."

The above statement is not on the page where I purchased my case.  Additionally, the above statement contradicts your Certified Drop + Protection language quoted above.

Lastly, I didn't make a reference to a return shipping charge of $5.00, so I am not why Otter Box addressed that in their response.  I will note I received a response to my email yesterday from Jackson, I emailed stating I was concerned about removing the alpha glass from my phone as I feel removal would further damage the screen.  Jackson was kind to respond and agree with me.  Lastly, I DID NOT ask for a refund.  Otter Box decided to give me a full refund after I emailed stating I filed a complaint with the BBB and FTC.

Regards,

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

Regards,

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

Business Response: I am sorry for the frustrating experience that you have had with your case. We do extensive testing on all of our products to ensure that we can make accurate statements about the drop protection the case has been tested for. Although we thoroughly test our cases  to ensure the best protection is provided it is not a guarantee that a device will never become damaged. I will suggest to our web team that additional information about our warranty is added to the pages about drop protection. While we are able to offer you an additional case and a full refund has already been issued we will be unable to offer you compensation for your device. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

Claims on the Otter Box website are strong and specifically state on the page where I purchased both case and alpha glass:

 

"Tested by us. Built for you.

What do 24+ tests and 238+ hours of testing mean to you? They mean your OtterBox case is ready to dive into your day without a second thought — just like you are. OtterBox Certified Drop+ Protection means drops, bumps and fumbles are just the beginning. It means your device is protected from the barrage of wear & tear you subject it to everyday. So go ahead — do what you do and leave the protection to us.”

 

Furthermore under the “Drop Protection” icon it states, “The Single-piece form combines a shock resistant core with a hard outer shell making this the toughest case in its class  What testing does Otter Box have for this claim?  I had a Life Proof case, I dropped and it never shattered.

 

Otter Box website also states:

Alpha Glass Screen Protector

 

FORTIFIED GLASS SCREEN PROTECTION

Ultra-thin glass screen protector for ****** 6s Plus keeps your screen safe from drops and scratches

Flawless clarity: maintains your phone's pristine image quality

  • Reactive touch: retains touchscreen responsiveness

  • Anti-shatter: fortified to avoid splintering and shattering

  • Precision application: tools included for simple application”

I did leave the “protection” to Otter Box and as a result my phone AND the alpha glass on my phone shattered in the bottom right corner.

 

Again I will note, Otter Box said they refunded my card (I haven’t confirmed as of this evening) after I responded to an email and told them I filed a complaint with the BBB and the FTC.  I DID NOT ask them to credit my card.

 

Most importantly, Otter Box updating their website AFTER (my complaints to the BBB and the FTC) my phone shattering doesn’t help me.  I would like to see Otter Box testing regarding their superiority claim on “the toughest case in its class”.  Lastly, I am requesting Otter Box to replace the screen on my phone. 

 

I can’t imagine how many other people experienced what I have been "told" and accepted Otter Box’s reasoning for shattered screens and although I don’t have extra time on my hands due to my employment, I will make it a priority to stay on responses to the BBB and the FTC.

 

I am requesting Otter Box produce superiority testing results, absorb the cost of replacing the screen on my phone, issue a full refund, issue a refund to others who have experienced the same situation as I have, amend their website to accurately reflect testing results/true claims and disclaimers when needed and issue current/amended copies of their website to the FTC in connection with my complaint.

 

 

Regards,

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

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

7/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof case was purchased and it was not able to be registered because website kept failing. When calling the service line it has said closed for a meeting for the last 3 hours. I have had the case for a month and the door to the battery slot already broke.

Desired Settlement: To speak with someone to get my phonew case replaced. It was not cheap and we purchased it for the warranty

Business Response:

I am sorry for the frustrating experience that you have had overall We did close for several hours last week to have a company wide meeting. We are happy to help you with a warranty claim either online or over the phone. To complete a warranty claim online please visit **********************************************. We are also happy to speak with you over the phone, **************. We are open from 6am to 9pm MST. 

 

7/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have attempted no less than three times to have a LifeProof Fre ****** 5S/SE Green/green phone case exchanged for a replacement case because the integrated screen cover prohibits me from using my phone while the case is on the phone, the case no longer protects against water damage because the gasket between the two main halves broke within 60 days of purchase, and the required headphone jack extension adapter no longer works at all with my ****** SE. I have filled out the form 3 different times on the website and received confirmation that a replacement would be sent (only after billing me $4.95 for shipping which fortunately never showed up on my credit card) and I have contacted LifeProof by telephone only to have someone say "fill out the form on the website" followed by "have a good day." This company sells high-profile smartphone cases at a premium cost, and I paid dearly for my phone case which is not only still under warranty but is more than eligible to be replaced. I have fulfilled all of their requirements, have received three different confirmations that my smartphone replacement request has been sent, and have followed all steps outlined by LifeProof and Otterbox but I do not have a replacement case in my hands. This has persisted now for almost 3 months and I have been left without a proper phone case because of this. I think LifeProof products make some of the best phone cases money can buy, but their customer service and warranty replacement procedures are a complete failure and brings doubt in my ability to rely on LifeProof and Otterbox as well as a company and/or brand name.

Desired Settlement: I would like my replacement LifeProof Fre ****** SE-compatible case (with Touch ID compatibility) in green/green color brand new so that I can finally have my brand new smartphone in a trustworthy case. This is all I have ever asked for and would have gladly paid the $4.95 for shipping charges even though LifeProof is one of the only companies that actually charges the customer for THEIR shipping fees, which frankly tells me that LifeProof either has no trust in their customers or just doesn't care enough about them to waive this fee and take revenue from their company for damaged products that the company manufactured themselves. It's appalling that I even have to go to this length just to get a replacement. I have verified the serial number of both halves and it was purchased directly from Amazon.com within the past 4-6 months which means the case is warranted against any manufacturer defects - of which there are several with this case. Thank you to whoever reads this, as I would appreciate any response regarding this situation and appreciate you as well as your company for their amazing line of products, but your customer service area is severely lacking which is why I've filed this complaint. Thank you once again for your valuable time.

Business Response: I am sorry for the frustrating experience that you have had with our warranty system. I am happy to send out a free replacement case for you. I will need you to send me a picture of the case so that I can ensure the correct replacement is sent to you. Please send the picture of your case to *********************************.

6/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sales tax was included in with the original purchase price of the product. This product is defective and is still within the warranty time frame for manufacture defects for replacement with only being charged shipping. They charged me SALES tax on the shipping price. In IL you cannot charge sales tax on a warranty item when it has already been paid and you are getting a replacement. SALES tax cannot be charged on postage if it is itemized on the bill of sale which it is in this case. Refer to Illinois Department of Revenue Regulations Title 86:Renevue Part 140 Section 140.141. I have attempted to remedy the charge of sales tax and the final outcome Rose from Otterbox said it will not be charged and it shows on my credit charge that it was charged to include the sales tax on the shipping.

Desired Settlement: $0.31 accredited back to my card for the overcharge of sales tax.

Business Response: I am sorry for the frustration and confusion surrounding your warranty claim. We have thoroughly researched and collaborated with many different entities to ensure that the  taxes we charge are correct.  Due to the frustration that you have had I have issued a full refund for your 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,

**** ******

6/27/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The Lifeproof Case may be great but customer service is awful. I tried to register my case online twice. Each time pulldown menus froze. I emailed twice and never heard back. Customer Service just told me since I was 2 days past the 14 days the company gives to register the case for warranty, I could not -- even though I began trying to register and attempted to contact the company several time s prior to the 14 days elapsing. I finally got through to a supervisor who told me she was emailing the form and that I needed to return the completed form by close of business. I never received the form. I do not understand why Lifeproof would deceive me so as to not issue the warranty.

Desired Settlement: I want the warranty applied to my purchase.

Business Response:

I am sorry for the frustrating experience that you have had with our systems. All of our cases come with a limited one year warranty against any damage or defect to the case. To receive this warranty you do not need to register the case. Should the case become damaged we are happy to help you receive a replacement case. To view our full warranty please visit https://www.lifeproof.com/en-us/global-warranty.html. 

To register a device for additional water protection the registration does need to take place within 14 days of purchase. You can complete this registration form online or over the phone, 1-877-394-6001. Unfortunately we are unable to extend the registration period past the 14 days given for registration. 

Consumer Response:

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

I'd like to withdraw my complaint. The company finally responded to me.
Thank you,
*****

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

6/24/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: LifeProof advertises their cases are water proof, when in fact, they are not. These cases are $100, and claim that they are water proof and drop proof. My phone fell on less than 1 foot of water, and water got in it and broke my $649 iphone! When I called to ask about their warranty, they said they could not anything about my phone! This is clearly false advertising and should not be allowed to continue to sell such faulty product.

Desired Settlement: I would like for LifeProof to replace my phone, not their case, which obviously is not a good case as it is not truly water proof or anything proof!

Business Response:

I am sorry for the frustrating experience that you have had with your case. All LifeProof cases include a limited one year warranty against any damage or defect to the case. If the case should become damaged at any time we are able to help you receive a replacement. We are generally able to extend the warranty for the case past a year as long as we still have inventory available for the product.

We do extensive testing to ensure that our cases are waterproof. Before a case is sent out the case is water tested to ensure that the case is functioning properly. When the case is received and at regular intervals we ask that the recipient perform a water test on the case as well. If the case should fail the water test we are happy to replace the case.  

While the LifeProof case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside of the case. I am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by LifeProof, such as the phone or tablet inside. You can read our full warranty at https://www.lifeproof.com/en-us/global-warranty.html. 

Consumer Response:

Complaint: ********

I am rejecting this response because: Lifeproof clearly advertises waterproof cases, This is false advertising when in fact my phone was installed with-in case according to the companies recommend specifications. I Will escalate this the FCC and my local municipal court for small claims.


Regards,

****** *****

6/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof "Fre Power" case from **** *** on June 6, 2016. The case is advertised as waterproof, I tested it when I got home before putting my cell phone number and the case formed a true seal allowing no water inside. Yesterday, June 12, 2016, I dropped the phone with the case on it in some water accidentally. I picked it up and saw water had gotten inside and my phone shut off as a result. I have since not been able to turn it back on. I had to file an insurance claim for my phone which was $199. The case itself cost $79.99. So this morning on June 13, 2016 I called Lifeproof in an attempt to get all of my money back. The customer service agent I spoke with stated that their warranty covers them for being responsible for any damage to phones that may occur. I feel this is wrong to have a product that is supposed to be waterproof and then not back it up when it goes bad. I am out almost $300.

Desired Settlement: I want $279.99 from Lifeproof because their product failed and they refuse to back it up. I am now stuck with the cost of a new phone via insurance AND loss of information because the old one WILL NOT TURN ON!

Business Response: I am sorry that your case did not perform as expected. All of our cases come with a limited one year warranty against any damage or defect to the case. We are able to replace and in some circumstances refund the case however we will be unable to offer any compensation for the device itself. To view our full warranty please visit https://www.lifeproof.com/en-us/warranty-full.html. To receive a refund for the case we will need a picture of the receipt showing the purchase date as within the last 12 months. 

6/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been the owner of over 6 ****** * **** cases (in black), yet the charging port protector that is made to cover the charging port has a small hinge which keeps snapping. In addition, the rubber from the back of the case repeatedly peels off, making it impossible to keep the phone waterproof. As I had a desire to continue using Lifeproof products, I attempted to try out the FRE Power, which ended up actually breaking my phone along with the case's battery.

Desired Settlement: I would appreciate a replacement for the ****** ** **** case, or a refund. I would also appreciate it if in the future, Lifeproof creates more durable and sturdy cases.

Business Response: I am sorry for the frustrating experience that you have had with your multiple cases and our warranty system. I would be happy to offer you a free replacement case of your choice. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. If possible, I would appreciate a black nuud for the ****** **.

Regards,

**** ****

Business Response: I have ordered your replacement case. You should receive email confirmation and email updates through out this process. If you have any questions or concerns please contact us, **************. 

Consumer Response: Better Business Bureau:

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

Regards,

**** ****

6/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED A LIFEPROOF COVER FRE THAT IS ADVERTISED AS WATERPROOF AND SUBMERSIBLE TO 6.6 FEET THIS PAT WEEKEND WHILE USING THE COVER, AND DESPITE THAT THE COVER CLAIMS TO BE WATERPROOF, MY IPHONE 6S GOT WATER DAMAGE. NOW I HAVE TO DEAL WITH EXPENSES RANGING FROM $299 TO $750 TO EITHER HAVE IT REPAIRED OR BUY A NEW CELLPHONE IPHONE 6s WHAT IS THE PURPOSE OF THE COVER IS IT BREAKS WITHIN MONTHS OF USE AND THE PHONE GETS DAMAGED FROM THE VERY THING (WATER) THAT IT IS SUPPOSED TO BE PROTECTED FROM? THIS IS A DECEIVING ADVERTISEMENT AND COSTS ME HUNDRED OF DOLLARS. I WANT LIFEPROOF/OTTER TO TAKE RESPONSIBILITY FOR THE DAMAGE CAUSED ON MY CELLPHONE IPHONE 6S AND HAVE IT REPAIRED OR REPLACED AT THEIR EXPENSE.

Desired Settlement: THIS IS A DECEIVING ADVERTISEMENT AND COSTS ME HUNDRED OF DOLLARS. I WANT LIFEPROOF/OTTER TO TAKE RESPONSIBILITY FOR THE DAMAGE CAUSED ON MY CELLPHONE IPHONE 6S AND HAVE IT REPAIRED OR REPLACED AT THEIR EXPENSE.

Business Response:

I am truly sorry for the frustrating experience that you have had with your case. We do extensive testing to ensure that our cases are waterproof and we ask that our customers continue to do a water test at regular intervals to ensure that a case remains waterproof. Directions on how to perform the test and when are outlined in the manual that is provided with your case. Our limited one year warranty covers the case not the device inside of the case. Please feel free to review our warranty at https://www.lifeproof.com/en-us/warranty-full.html. We are able to replace the case for you through our one year warranty and would be willing to waive the shipping and handling fee.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is somewhat satisfactory to me as long as they provide a replacement cover free of charge and waive the shipping and handling fee as they stated on their response.

Regards,

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

Business Response: Thank you for reaching out to me. I have ordered a replacement for you, waived the shipping and handling fee and expedited the shipping. You should receive email confirmation stating that the replacement has been ordered. Please let me know if you have any questions or concerns. 

6/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had five of their otterbox belt clips and everyone of them break. Now they want me to pay shipping on a replacement and I have only had this one about a week. I have two I phones and the clips just break off. Poor product for the price you pay and then if you get on line to complain you can't get to a email complain sight you have to call or go thru the 15 pages of question just to start over.

Desired Settlement: Work on the durability of the clip the case is great. Work on the website so the I can send you otterbox a complaint thru email not BBB.

Business Response: I am sorry for the frustrating experience that you have had with our product and in contacting us. I am happy to offer you a free replacement holster for your case and I will forward your observations and concerns to our web development team and our engineering team. We greatly appreciate any and all feedback regarding our cases and are constantly striving to make improvements. 

Consumer Response: Better Business Bureau:

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

Regards,

****** ****

6/15/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Water proof case for cell phone purchased and instructions followed. Testingredients did not show issue, however, within the week the ****** ** is ruined. Called Lifeproof and they do not pay for phone if their product does not perform as advertised. Costs me 300 to replace.

Desired Settlement: Refund for damages to my phone and case

Business Response: I am very sorry to hear that your case did not perform as expected. All LifeProof cases include a limited 1-year warranty against any damage or defect to the case. Even if the case is more than a year old, we will continue to honor that warranty as long as we have cases available for your device. To view our full warranty please visit https://www.lifeproof.com/en-us/warranty-full.html.We are able to replace and in some instances refund the case if purchased within the last 12 months. I will need a copy of the original receipt to move forward with a refund for the case. 

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

I am rejecting this response because:
    This product is said to protect against water and it did not.  That is false advertising and a failure to deliver on your promise.  Your response is not acceptable,  but what I though it would be.  I hope this complaint stays on your business so others know how much you really back your product and it's claim.
Regards,

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

6/13/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof FRE for my ****** ** **** when i upgraded my phone at *******. I purchased the case for a lot of reasons, but mostly because i have an active lifestyle. I wanted to make sure my very expensive ****** was covered from dirt, water, snow and drops. I ran into a problem, I went into a salt water pool, I dropped my phone in the pool went and got it from the deep end, come to find out the Lifeproof case failed, got my ****** soaked so it stopped working! I submitted a claim about a month or so ago, they approved my claim, I sent what I needed back to the company. A month later from the claim date, this company sent me an email stating "You have been charged this amount because we have not received the defective device and LifeProof case, or because your defective products were received at our service provider and it was determined you provided incorrect information when you filed your service request or your claim was otherwise found to be invalid." I was charged $600! I know for sure I sent back the broken phone and the case, I have the receipt from ***, the tracking number and the screen shot of it being received and signed by Dixon but i also know Lifeproof didn't protect my phone because it got water in it, clearly it stopped working, my phone wouldn't turn on.Thats why i submitted a claim in the first place, Im very unhappy that I trusted this company to protect my phone but when the case failed. I called Lifeproof customer service to ask why I'm getting charged $600, the female told me on the phone that their system is currently down and she doesn't know when it will come back on. She did take my name and number, she also said i should be getting a call back, i haven't heard anything yet.

Desired Settlement: I think Lifeproof is responsible to give me a refund due to the fact that the phone case failed clearly. The Evidence is clearly there, why approve the claim if this company is just going to steal your money and call you a lier. If not they don't respond to my request i will have to persuade legal action.

Business Response:

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

I am sorry for the frustrating experience that you have had with our Total Water Protection Program. I do see that a refund was issued on 5/23/16. If you have not yet received this refund please contact us at 1-877-394-6001.
 

Laura M********

Customer Care Coordinator


6/7/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: will not honer warranty. Asking for credit card numbers. Will not forward me to the executive office, Will not let me document the call. The extensions numbers they give do not work. Spoke to Joelle no last name no extension. Ask her 10-15 times for the information would not give out. Spoke to Andrew no last name and the extension he gave me does not work. Speaking to john. John also ignores my request. 3:19 pm on Tuesday 5-31-2016. John would not get his boss.

Desired Settlement: Refund.

Business Response: All of our cases come with a limited one year warranty against defects in material or workmanship. We do currently have a shipping and handling fee of $4.99 to enable us to quickly evaluate your claim and ship a replacement product with less hassle for you. To complete the claim you will need to visit our website or give us a call. To view our full warranty please visit https://www.otterbox.com/en-us/warranty-full.html. Our customer service team and customer service management team is empowered to help with any and all escalated situations. 

Consumer Response:

Complaint: ********

I am rejecting this response because:  OTTER finally came to their senses and have put the order into motion.  This isn't the first time I've had to demand them to honor their warranty.  ThEIR response is rejected until the merchandise arrives.  Supposedly in two to four days. Some excuse maybe be longer because of the part of the week we are in.  WOULD NOT BE IN THIS POSITION  had Andrew ext. number **** (ext. # no good for customers) COMPLETED WHAT HE WAS INSTRUTED TO DO.  Once this happens if it actually does.  I will accent their response.  IF NOT I WILL IMMEDIAELY FILE ANOTHER COMPLAINT  Questions ask away...

Regards,

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

Consumer Response:

Better Business Bureau:

They finally got the replacement to me.  otter box 's customer service is PITIFULL.    I'm being kind with that word.  If that's the best they can do.  THEY SHOULD QUIT. 

I do not recommend buying anything from them..... 

Regards,

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

6/3/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a lifeproof case that I registered when I bought it. The case passed the water test and I put it on my phone. Ive had it a few months and the case leaked when I used it yesterday and completely waterlogged my phone, even though it was used as directed. I called lifeproof and they cant find proof of my registration and therefor wont do anything. I cant locate my registration card due to a recent PCS across the country and a few missing boxes from the move. Now Im out the cost of a phone that was supposed to be protected by a case with a warranty that isn't being honored.

Desired Settlement: I would like the cost of the phone or for the phone to be fixed or replaced

Business Response:

I am sorry for the frustrating experience that you have had with your case. All of our cases come with a limited one year warranty against any damage or defect to the case. Sadly, this warranty is limited to products that are manufactured by LifeProof. While your LifeProof case offers an added layer of protection, it is not a guarantee that your device will never become damaged while inside the case. I am very sorry to hear that your phone has become damaged, but we are not able to extend this warranty to products that are not made by LifeProof, such as the phone or tablet inside. I am happy to offer you a replacement case of your choice for your current device or any other device.

I have searched our records for your information however I am unable to find any registration information. If there is different contact information that the registration could be under I am happy to search again. 


 

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

I am rejecting this response because: I'm supposed to be covered under the total water protection, which I registered for.

Regards,

***** ****

Business Response:

Thank you for your continued patience. I have searched for your registration information in our Total Water Protection Program and unfortunately have been unable to find the registration with the information provided. I am happy to search under different contact information or under your registration number. After a registration is complete you should receive an email with your registration confirmation. Would you be able to check your email records for the email with the successful registration information?

Without the additional information to help us find a successful registration we will be unable to offer you compensation for the device itself. I am happy to help you receive a replacement case and/or a refund for the case with a valid purchase receipt from the last 12 months. 

5/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have always had an Otterbox case and have never had an issue until now. I purchased the Otterbox Defender for the ***** **** * and it continually falls out of the holster. I have had to replace the phone twice now since november because of this. Otterbox continues to deny that there is a problem but almost every review online agrees with me, even if they gave it a good rating. I have gone through the warranty process 3 times (2 with ******* and 1 with otterbox) and the new case is no different. I tried to replace it again but now they want to charge me shipping.

Desired Settlement: Otterbox needs to realize their mistake and fix the phone case. I don't want any more warranty replacements until they fix it.

Business Response:

Dear *******,

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

We are generally only able to offer a waiver on the warranty fee on a one-time basis. Due to the frustration you are experiencing, we are willing to waive that one last time. I will go ahead and place that order for you, but bear in mind that moving forward we will need to ask for that fee, as well as some additional information on your case, such as the serial number and possibly even photos, for the sake of our quality team, if you continue to experience the same issue.

Please let us know if you have any questions.

Best,

Sarah

 

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

I am rejecting this response because: I received my replacement case today and it is yet another defective case. I have had Otterbox cases since they came out so I can say this with confidence. I do not want anymore defective cases. I spent $18 on ****** for a case that is far superior in that it doesn't fall out constantly. I feel the only response I can accept is either you contact me when your engineers figure out a fix or you pull all ***** **** * cases off the shelf and admit you screwed up. ******* will not replace any more phones and I cannot afford a new one. I spent a lot of money on this case and it has gotten me nowhere.

Regards,

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

Business Response:

Hello, 

I am truly sorry that the replacement case does not meet our high standards. In an effort to alleviate the frustrating experience that you have had with the case I would be willing to offer you a refund for the case.The case will need to of been purchased within the last 12 months and I will need a picture of the receipt. 

As a company we do value your feedback. All of your observations and concerns will be sent to our engineering department so that we continue to improve our product. 

 

Thank you, 

Laura 

5/26/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company advertises cases that's SUPPOSED to protect your phone from being damaged, but that is not the case. This is the second time I've had my screen repaired after being cracked n an otter box case. They tod me they can only give me another case which would do me no good because they don't work!

Desired Settlement: Phone screen repaired

Business Response:

Dear *******,

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

Per our limited warranty, we are unable to assist with devices. The warranty does not extend to the device, and the case is not an insurance policy on the device.

Feel free to read up on our limited warranty on our website:

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

It looks like we did offer you a refund on the case. We are still happy to see if we can do this. Here is what we need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

 

Please let us know if you have any questions.

Best,

Sarah

5/20/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a phone outer layer cover and a phone holster and a few days later the items went on sale and i contacted the company and they told me they don't adjust prices after they have been shipped.

Desired Settlement: I would like them to credit my Credit Card

Business Response:

Dear ****,

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

We did go ahead and take that $6.73 off your order (**********) due to the distress you have experienced. Bear in mind, we do not usually do price matching or rain checks or any kind and we will not be able to do this again. That refund will show up on your card in about 5-7 business days. The reference is **********.

Please let us know if you have any questions. 

Best,

Sarah

5/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Their site stated first attempt of order ******** was unsuccessful, that it was missing info. so i repeated (after waiting to make sure no confirmation email received) and was given an order number ******** (the same as above as it was my only order)....then i learned that they charged my ****** 3 times....over $97 instead of $32and change. If the second two charges process and the money leaves my bank for any length of time, I will consider it theft and will escalate legally accordingly. I tried to contact them. Their site linked me in loops over and over and then their customer "service" line hung up on me.

Desired Settlement: I want a full refund and a written apology as well as coverage of any overdrafts their theft may cause and/or written guarantee that the illegal 2nd and 3rd charges will never affect my cash balance in my bank. Any other solution will not be accepted and if they harrass me by phone it will be considered harassment. Written verification of correction of theft, coverage of any damages caused by their theft, or immediate legal response.8

Business Response:

Dear *******,

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

First off, we definitely apologize if you were having trouble reaching us by phone. Always feel free to try again if that happens: there may have been a temporary error with the phone system, but that should not be an ongoing issue. Our number is ************ for future reference. We are available M-S 6am-9am MT. 

I have made an incident for you (********) and also attached the order invoice for this purchase. We have not made any other hard charges. You would need to reach out to ****** for details on what may have happened with this order. Again, we can assure you there were no additional hard funds pulled, though there are sometimes pending charges, but that is something you would need to address with ******, and that we are unable to assist with any fees that may have accrued in this process. 

We strongly encourage you to let us know if you have any additional questions or concerns.

Best,

Sarah

 

 

5/19/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case for my **** **** * and according to Lifeproof advertising, this case can with holding a drop from 6.6 feet (2 meters). When my son dropped the **** which had the lifeproof case from approximately 2.5 feet the **** glass shattered. I called Lifeproof customer service in order to resolve this problem. They told that since they did not make the ****, they will not cover the repair for the broken glass. They are willing to replace the Lifeproof case. The Lifeproof case is not damaged, only the **** case got damaged. I told what good is to purchase their case if is not going to protect the device in accordance to their warranty of a 6.6 feet drop.

Desired Settlement: I would like for Lifeproof (Otterbox) to honor their claim of warranty and to cover the repair cost of my **** since their case failed to protect my **** from a drop of 2.5 feet which is a lot less than their 6.6 feet warranty claim of protection.

Business Response:

Dear ****,

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

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

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

Our cases do give you great protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

It does look like we offered a refund on your case. With receipt of the following items, we can still do this for you:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any questions.

****,

Sarah

Consumer Response: Complaint: ******** I am rejecting this response because:I think Otter Products LLC is misleading consumers in regards to the product they offer. Their website states "The U.S. Military Standard for drop and shock protection. It requires that your LifeProof case physically withstand the drops, fumbles, vibrations and bumps you encounter day to day. Your new LifeProof case prevents the number-one cause of device damage."In my case it did not prevent device damage although it dropped from less than half of 6.6 feet as claimed protection from Otter Products LLC. Regards, **** *****

Business Response:

Dear ****,

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

We appreciate the passion of your argument. That said, we do not promise anywhere you will never experience damage to your device, and, again, the case is simply not an insurance policy on the device. It is impossible to retrace every moment of the case and the phone and there can still be certain falls at certain angles onto certain surfaces at certain velocities (and so on) that still may result in damage to the device.

We are still happy to offer that refund on the case. 

Please let us know if you have any questions.

****,

Sarah

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business, and find that I do not have any other option than take this resolution.

I bought the case in question on September 2015 at a local **** *** store, however I am unable to locate my receipt.

Please advise how to proceed in order for me to get complete refund of the purchased case.


Regards,

**** *****

Consumer Response:

Better Business Bureau:

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

Dear Sarah,

Thank you for your suggestion, however I purchased this item in cash from ******* and unable to locate my receipt. I know that you mentioned in your offer that your can supply two (2) non-battery cases, however I would really like to get a Fre Power Black for my ****** * (since I already have a Fre case for my ****** *) and also would like to get Black Fre for my son's ******* ****** **. Please see if you can make this happen in order to close this case. Thank you again.

Regards,

**** *****

Business Response: I have made the exception and ordered the requested cases. Please let me know if you have any additional questions or concerns. 

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the otter box for my S****** * ****, these cases are proclaimed to be fabulous and have been acknowledge the best cases and your phones will not break. Well guess what I was in a seat not 2 feet from the floor and cracked my brand new phone not only is the screen cracked but the back of my phone is cracked as well. This cases cost a lot of money and have been guaranteed to do the job. It is a lie. My phone cost me a lot of money as well and your product did not do it's so called job

Desired Settlement: I am requesting the cost of my deductible and the case Deductible $200.00 Case $45.00

Business Response:

Dear ****,

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

I did not find a previous incident under your name and contact information, so I took the liberty to set one up with the information at hand. If you had contacted us under a different set of contact information, please let us know.

Per our limited warranty, we are not able to assist with devices. This is stated on our website:

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

The warranty does not extend to the device, and the case does not act as an insurance policy. We test our cases extensively, but there may be circumstances such as angle and velocity of the fall, combined with such factors as surface texture, temperature, or pre-existing damage to the device (to name just a few possibilities) that may result in a device suffering damage.

We are happy to get you any non-battery case, and waive the normal shipping and handling fee, for your troubles, especially if you may be moving into an upgrade and need a case for that new device. 

Please let us know if you have any questions.

Best,

Sarah

5/9/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a lifeproof case an it was because it said it was a waterproof case guarantee an i dropped it in the toilet an the case submerge in the water for less the ten seconds an my phone got wet... Well when the called the company all they want to do was send me anothe case but not replace my phone an it have water damage as i took it to ***** an another phone tech shop an my phone is damage to where my warranty is no good..

Desired Settlement: I want a new ****** ** **** to replace my phone the i have only had since the 12th of april..

Business Response:

Dear *****,

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

Per our limited warranty, we are unable to assist with devices. This is explained in our limited warranty statement on our website, and is also stated on an insert that comes with each LifeProof case. You can read our limited warranty statement here:

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

In short, the warranty does not extend to the device and the case does not act as an insurance policy on the device. We do extensive testing on our cases. That said, we cannot be there for every moment in the life of the case and the phone to assure such things as if water tests and regular checks were done correctly. 

I do see we did offer you a third party refund on the case itself, pending you might be able to find the receipt. If you cannot find the receipt, we are happy to send you any two non-battery cases of your choice. This offer is good for one year, and we will not charge you the normal shipping and handling fee.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

Regards,

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

im not total understanding your warranty 

because ur company advertised that your case is waterproof that would be false advertisement an leading us as customers on to but a product that is not fix or right.. As a company y'all supposed to stand behind ur products... Now i need something more to be done.. I have to pay 200 deductible an buy a new case what is this company willing to do to make it right with me as a customer...

Business Response:

Dear *****,

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

We are very happy to explain a little bit more about the warranty. Product warranties, by federal guidelines, are pretty much always for the product the manufacturer has made. We don't manufacture devices so we don't warranty devices. The case is also not an insurance policy on your device. We appreciate the passion of your argument. That said, bear in mind we do not promise anywhere that your phone will never suffer damage or that we replace devices. 

We are still very happy to get you a refund on the case if you can locate the receipt and the case was purchased inside a year. If not, we still extend that offer to get you any two non-battery cases you like. Please bear in mind that the tablet cases, especially, have a pretty high MSRP and that we are happy to extend this offer for a year.

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

Complaint: I purchased an ****** in the beginning of September and on the same day I bought a Lifeproof nuud case to protect my purchase. After about a month or so the case had some issues and I contacted the company for a replacement which was granted. After receiving the case I had experienced another issue with the replacement and upon calling I find out that they are now charging customers for shipping, when I asked why they said it was to "expedite the process" but the person agreed to wieve the fee as this was my second time calling to replace a defective product. The whole "expedition" excuse was nothing more than just a way the company could save money as the case actually took twice as long as the original replacement which was before the new system was implemented. For my second replacement I requested a different product (lifeproof fré) to see if it would be more reliable and I was told that it was doable and that they had a new thing where they could send me just the case without the box and I was told that my headphones adapter from my previous case would work with the new one. When I got the new one I was quite angry to find out I was lied to as the adapter was not compatible with the case and if I hadn't noticed the difference, I would've went swimming with it and got my phone water damaged due to the lack of a proper seal. When I called back they told me they would send me the proper adapter and after waiting several weeks to receive it, I was even angrier to find out that they had sent me the wrong one. I called back and it happened again. So when I called back again, I was sent a brand new, retail boxed version of the case with the adapter and all was fine. Until I decided to do another water test prior to going to the beach and I had found out that due to a hole in the speaker cover, water was leaking into the case. I thought it was due to a prior impact but I had only ever dropped the phone once while inside the case and the impact zone was at the top. Which is on the complete opposite end of where the hole was.

Desired Settlement: Due to the amount of time wasted, and the total cost of the original case ($120 ***) I want to be sent a replacement of a higher tier (****** fré power) as compensation for all the stresses and the amount of damage that could've happened.

Business Response:

Dear *****,

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

It does sound like there has been a lot of difficulty with your warranties. We are happy to do a little extra for you under the circumstances. Unfortunately, send you the Fre Power case is not on the table for two reasons. We are unable to change out to battery cases from non-battery cases, and we are unable to ship battery cases to Canada at all.

I am happy to offer you any two non-battery cases through the end of the year, and we will be happy to again waive the fee on those. Bear in mind this is the absolute last time we can waive the shipping and handling fee. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

I will take both cases in the white configuration. 

Regards,

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

5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof claims a warranty on their cases. My case broke, and the company says they can't replace it because they don't have anymore of that model, or any other model which will fit my phone Account_Number: ***********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Send a replacement case, give me a full refund, or pay for me to get a new phone for which they do have a case.

Business Response:

Dear ***********,

Thanks for reaching out to us and sorry for any disappointment regarding this warranty claim.

The LifeProof warranty is for one year. After that, we cannot assure we will have a case in stock. This is based on simple supply and demand: we cannot continue to manufacture a case for a phased-out device due to low demand for that item. If you did purchase the case under a year ago and can show us that purchase receipt, please let us know.

If the case was purchased over a year ago, we can go outside of our warranty and get you any non-battery case you like. Bear in mind, since the warranty is for just a year and is usually only for the case you have, this is a fairly big exception. 

Please let us know if you have any questions.

Best,

Sarah

4/25/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a lifeproof case for my phone. The case failed and my device was ruined. Now, they will only replace my device if I have ******* service. They guarantee the product to be waterproof and it failed. I just want my device replaced. It's not even a year old.

Business Response:

Dear *******,

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

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

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

We apologize for any confusion that may have arisen regarding ******* customers. There is a special coverage plan called TWPP that is only available when a case is purchased from a corporate ******* store, through an exclusive partnership with *******. This still does not mean that we directly replace your phone if it suffers water damage under any circumstances.  We imagine our bringing this up may have caused much more frustration and we could have done a better job in that regard.

The warranty on the case does not extend to the device and the case itself is not an insurance policy on the device. There is something we may be able to do, and that is get you a third party refund on the case itself. We normally do not do this if we already sent out a replacement case, but if you can get the following paperwork to us, we should be able to refund that case:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any further questions.

Best,

Sarah

4/19/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: BOUGHT AN OTTER BOX FOR MY ******* **** * 66.00 AND WHEN I DROP THE PHONE IT BROKE AND OTTER BOX SAID THERE CASE WILL PROTECT THE PHONE THATS WRONG AND FALSE ADVERTISING THEY SAY ALL THE WARRANTY IS THE CASE.

Desired Settlement: WANT THEY TO REPLACE MY NEW PHONE THAT I JUST BAUGHT!!!

Business Response:

Dear ****,

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

Per our limited warranty, we are unable to replace devices. This is explained in our Limited Warranty statement, here:

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

We were unable to find any recent incident, so we set a new one up: incident ********.

We are happy to send you any non-battery case you like to help you out. We are also happy to waive the fee for that on a one-time basis. Please let us know what case you would like and we will be happy to send that to you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

Regards,

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

 

They can send me another **** * case

Business Response:

Dear ****,

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

We are unsure which Galaxy **** * case you have, so please let us know which one might work for you and we are happy to send it to you:

https://www.otterbox.com/en-us/search?q=galaxy+******

Please also let us know if you have any questions.

Best,

Sarah

4/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a screen protector and case (commuter series for ******* *** and when I went to put the screen protector not only were the directions not clear at all because there pretty much was none but also the part that seemed to be the screen protector (it said lay this side down) would not adhere to the phone. I tried to call and they were closed and they do not have an email to contact

Desired Settlement: I would like a new screen protector one that works and clear directions on how to put it on

Business Response:

Dear ******, 

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

We do have a great warranty program. Our business hours are Mon-Sat, 6:00 AM - 9:00 PM, Mountain Time. You may reach us at ************ during those hours. We don't have a general inbox email, but you may also contact us through our website:

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

I did go ahead and set up an incident for you. I am happy to go ahead and get you a fresh Commuter screen protector for the Galaxy S6. We normally have a shipping and handling fee for warranties, but I can waive that on a one-time basis due to the difficulty you have experienced. To get that out to you, I just need to verify that the contact information in this complaint is the correct information for your warranty as well.

Please let us know if this will work for you and if you have any questions.

Best,

Sarah

 

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

4/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've had numerous Lifeproof case failures, one resulting in a total loss of an ****** from water seepage. Lifeproofs practice of continually replacing defective cases at customers expense is not a solution that's good for consumers. My most recent experience with a Lifeproof product failure is the Nuud ****** * **** Black Item ********. As of 2/6/16 the charging port door no longer closes because the plastic micro tab broke off during normal usage. This case was the replacement for the former case that failed in the same manner on 11/9/2015. Another failure of this same product was on 6/18/15 when I purchased it at an *** store and the tech assembled the case for me to water test it. The case failed the water test and was exchanged for another of the same. That's 3 failed Lifeproof Nuud ****** * **** cases in 8 months. On 6/17/15 I experienced the worst failure of all. The Lifeproof Fre ****** ** case allowed water to penetrate my ****** ** causing total loss of use including data, photos, etc. Prior to that incident the Lifeproof Fre ****** ** case had been replaced by Lifeproof three other times.

Desired Settlement: Lifeproof should improve the quality of their products. In my case, Lifeproof should have at least refunded the cost of the defective ****** case and provided at no charge a new case for the ****** I had to purchase after losing the Lifeproof protected ****** ** to water damage.

Business Response:

Dear ******,

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

It does sound like you have had an unsatisfying experience. Per your request: we may be able to process a refund on the case that was on the phone that suffered damage. We do need some specific things in place to do that. We also need to clarify some earlier communications, once you accept this offer, in order to get that refund processed successfully. 

This is what we would first need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

 

Please let us know if you have any questions.

Best,

*****

Consumer Response:

In response to the comments from Lifeproof I have attached the photo of the damaged phone and some of the numerous Lifeproof cases that have failed. I would like to restate that I am seeking a refund for the Lifeproof Fre for ****** ** and the Lifeproof Nuud for ****** **.
Thank you,
****** **** 

Attachments area
Preview attachment image1.JPG
Image
image1.JPG


Business Response:

Dear ******,

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

We appreciate the photo documentation of the cases and of the phone. We can see you put a lot of effort into assembling this and we recognize the time it must have taken. We are happy to try and get you a refund on the case, but we still need an essential, nonnegotiable document. (Our finance department could get in trouble with the IRS without it.)

Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please know as well that we can only refund the case that was on the phone that suffered damage: not for any other case, so we would have to see the ****** ** case receipt and see it was purchased within a year ago. 

Please let us know if you have any questions.

Best,

*****

Consumer Response:

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

Sorry for the delay again. I cannot locate the receipt for the Lifeproof Fre for ****** **. Since it has been replaced twice under warranty could you have a record of the purchase? I did find the original submission for one of the previous warranty claims. Hope this helps. I will have to go in person to an authorized **** store for the Lifeproof Nuud ****** ** receipt. Will submit that receipt to you within the next few days. I stand firm in my request for a refund for both cases as they are both defective, unreliable and useless to me. Also, if disposable cases is all I'm getting from Lifeproof than I'd rather find a more affordable product elsewhere.

****** **
Attachments area
Preview attachment Lifeproof damaged case.jpg
Image
Lifeproof damaged case.jpg

Business Response:

Dear ******,

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

So you know, we don't share information with your carrier, so we do not have a copy of your receipt. 

Many thanks for getting that photo from your old warranty claim to us. I can see that this warranty was from July of 2014. I do apologize if this had not been clear, but we are unable to do a third party refund outside of a year from the original purchase of the case. If the warranty was done almost two years ago, that would mean the purchase was almost two years ago as well. The warranty does not reset the warranty period. 

What we can do is send you any non-battery case you like. We can even send you two if you prefer. We understand this is not the preferred resolution, but we are happy to do this without any additional fees or hassle.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:
Sending another case is not an acceptable solution as I already have multiple Lifeproof cases that all malfunctioned. I don't trust Lifeproof cases for my devices anymore. I'm disappointed that Lifeproof is okay with the wasteful practice of sending out case after case with them all having the same problems as the former. Are we, the consumer, suppose to hope that eventually one of the cases will perform as advertised? Worst yet is hope that the next replacement case won't fail around water resulting in the loss of another precious device. 

I would like a refund. I'm not pleased with the product. It does not perform as advertised. The quality of the product is not worthy of the $100 price tag. I've been patient over the years with the many malfunctions and then replacements of the various Lifeproof cases I've used for all different generation ***** and *******.

Yes, the ******** Fre case was purchased in 2014. It was replaced twice within the first few months of original purchase. It was the third replacement case that let water in to damage my ****** in June 2015. It was not a year old case that failed but a newer replacement case. After that dreadful event I called Lifeproof to share my disaster and my concerns with the degradation of Lifeproof products. I did hear an "I'm sorry about your phone" from an employee before being told refunds are not possible and no discount on a new case for the new phone I had to buy.

I've attached the receipt for the Lifeproof Nuud ****** ** case. It was purchased June 2015 and also has been replaced twice. The third case also malfunctioned as you can see in the previous attachment. 
Regards,

****** ****

4/8/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Brad new case tested for leaps and the first time I feel in water a few days later it leaked and my I phone was water damaged causing 300+ in cost

Desired Settlement: Refund for defective case

Business Response:

Hi ****-

  Thanks for contacting us, I am sorry that your phone has been damaged even after you performing the water test.  I do not see any recent incidents under your information in our system.  Our limited warranty is designed to replace defective or damaged cases, but does not offer coverage for the devices inside of the case. I am happy to replace the case that failed or even make an exception of our warranty and offer a case for a different phone if you end up upgrading your phone.  Here is a link to our full warranty https://www.lifeproof.com/en-us/warranty-full.html .

  Please let me know if you would like a replacement case or if you need a case for an upgraded phone.

 

Thanks!


Business Response:

Dear ****,

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

We did get your request for the iPhone 6/6s Fre Sunset Pink 77-52567. Thanks for that! As far as the battery case goes, we would have to start a separate process to get that warranty going. We require some additional information on that. I can either go ahead and send out that pink case, then we can start a warranty claim for the battery case, or I can put the pink case on hold and request information on the battery case as well. Once we receive that information we would be able to send both cases together. Bear in mind, if you choose the first option, you would have to pay the shipping and handling fee for claim on the battery case.

Please let us know which way you want to go.

Best,

Sarah

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

I am rejecting this response because:I never received a response to email. The 2nd car is a regular lifeproof case with a defective batter charging latch. Its not a battery case. 

Regards,

**** ******

Business Response:

Dear ****, 

Thanks for explaining your situation and sorry for any delays.

If you have a regular, non-battery case, we are happy to include that in with the pink case we are already sending you. Please just let us know the device, series and color of the case. Moving forward, please know that we will encourage you to go through the standard warranty process for any damage you might experience to your case.

Please let us know if you have any questions.

Best,

Sarah

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

I am rejecting this response because:Yes please send with the other case ****** * ***

BANZAI BLUE


Regards,

**** ******

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

I am rejecting this response because: Yes that is correct

Regards,

**** ******

Business Response:

Dear ****,

Thanks! I will send those cases out right away.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

**** ******

4/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case for my ****** *. The case alleges that it can handle a drop from 6 foot. My phone fell 3 feet and the screen cracked. The product failed and when I contacted the business they told me that they can't do anything. The product did not stand up to its claims and now the company wants nothing to do with the issue.

Desired Settlement: To replace my phone since their negligence and product failure along with misrepresentation of their product.

Business Response:

Dear *******,

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

Per our limited warranty, we are unable to assist with devices. This limited warranty statement is posted on our website, and is also inserted in a pamphlet with each LifeProof case.

https://www.lifeproof.com/en-us/policies-and-warranty.html#warranty

While we test products extensively, there can be an unforeseen string of events that can lead to device damage. We give you extra, added protection but do not promise you will never suffer damage to your device. The case, additionally, is not an insurance policy on your device. It also looks like the incorrect case may possibly have been used on the device. 

What we may be able to do is get you a refund on the case itself. We are happy to do this even though you received a warranty. 

This is what we would need: 

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please note that the receipt is an especially important piece of information. 

Please let us know if you have any questions. 

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

on your website you list the ****** * fre case as compatible with ****** * and **.  I understand that unforeseen circumstances may occur but that is not an acceptable answer when my phone case did not meet half of the expectations for protection.  I want a refund for my phone, not the case.  The case is not broken the phone broke inside the case.  That shows that the case failed. 

Regards,

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

Business Response:

Dear *******,

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

Just first, to clarify, our ****** */** case is compatible with both the ****** * and the ****** *s, but the ****** * case (the original ****** * case, which is no longer for sale on our website) is not compatible with the ****** *s. I am not certain which case you have, but if you have an original ****** * case it will not work on an ****** *s. We do not state otherwise. Apologies for any confusion if you are indeed using the ****** */** case, or for any confusion about compatibility.

We do appreciate the passion of your argument about about the expectations of the case. That said, there may be unforeseen circumstances, such as a fall at an unusual angle, on an unusual surface, at an unusual temperature, a case that was incorrectly installed or even pre-existing damage to a device, that we cannot test for. We do not state anywhere in our literature that we 100% guarantee your phone will always survive any 6 foot fall under any circumstance, and we do not promise anywhere we will replace your device. The warranty simply does not extend to the device. Again, we apologize for any misunderstanding on the matter.

That said, we are very happy to offer a third party refund on the case. That offer stands if you are interested and purchased the case within a year. 

Please let us know if you have any questions.

Best,

Sarah

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

I see now that you have no intention of making this right and I will not settle for nothing.  You have done nothing to rectify this situation and I am deeply disappointed.  I do not see how a refund or replacement of the case is going to correct the matter.  My phone is broken, not the case.  I see you do not stand behind your claims of drop testing and such.  This is a disappointment.  

Regards,

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

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

Additional Notes

Complaint: We purchased the lifeproof case on February 22, 2016 for the ****** * * ****. The phone was ruined. When I called customer service and talked to **** he asked me if ****** put the case on. He then asked if we did a water proof test. I told him yes. After all set and done he said there is nothing we can do about the phone. But that he can refund the money for the case. I then let him know that the advertising for the case is false because it states that it will protect it from dirt, dust, water, ice and survives drops. The phone was not protected.

Desired Settlement: My desired outcome is to replace my ****** * * ****.

Business Response:

Dear *****,

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

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

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

We do test our products extensively, but we have no way of being there for every moment of the case and the device, and to know if a water test was properly administered, or if there may have been some other issue, such as an unsealed plug or undetected crack in the case. 

As stated before, we are happy to offer a refund on the case. This is what we need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any questions.

Best,

*****

3/31/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the LifeProof case $90 for my brand new ****** * (retail value $649). I took it to water park and it was splashed by water (not submerged like they advertise the phone can be submerged in water as deep as 6ft). My phone was splashed by water while it was in the lifeproof case,and it immediately turned off. I took it to the ***** store immediately and the IT person confirmed my case was on properly and my phone was dead due to water damage and he said he sees this a lot. I lost photo images that are irreplaceable and I had to purchase a new phone. I want Lifeproof to refund the money I spent on case and replace my phone cost and damages due to me losing images that I cannot get back.

Desired Settlement: Refund and Replacement: I want a refund for the the amount I paid for this case $89.99 plus tax and I want my ******* phone replace (retail cost at the time of loss $649.00. If the company doesn't comply I will seek an attorney because I was mislead and I followed the LifeProof instructions and my phone was damaged. *False Advertisement

Business Response:

Dear ******,

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

Per our limited warranty, we are unable to assist with devices. That is explained in an insert that comes with each LifeProof case, and also is on our website. You can read that here:

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

We test our products extensively. That said, we are unable to be there for every moment of the life of the case and the device. It is impossible to determine if the case was on correctly at the time of installation, or if the water test was properly administered. We appreciate the passion of your argument, but please be reminded that the warranty does not extend to the device and the case is not an insurance policy on the device. It is also critical when using any mobile device to have a reliable back-up method for all photos and videos on said device, as any digital device is prone to damage for any number of reasons. There is no case that renders a device indestructible, and we do not promise otherwise. 

We do see we sent you a replacement case, and hope you received that. We do have one more thing we can do for you that is outside of our warranty. Bear in mind that not everyone qualifies for this, but perhaps you would. We can also possibly get you a refund on your case. This is what we need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any questions.

Best,

*****

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me contingent that they refund my money that I paid for the case.  I have submitted all of the required documents listed in their response.

refund amount $79.99 plus tax

Regards,

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

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

3/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My phone got wet inside their product and no longer works...They gaurantee it being waterproof and they said they will replace the case I bought from them, What about the 500 dollar phone that i believed would be safe inside their waterproof gaurantee?

Desired Settlement: I believe they should stop false advertising and they are crooks and should reimburse me for my 3 month old phone

Business Response:

Dear *******,

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

We are not seeing any previous incidents of your having contacted us. Perhaps it was under another set of contact information? Please let us know if this might be the situation. In the meanwhile, we have created a new incident with this information.

Per our limited warranty, we are unable to help with devices. You can read about that here:

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

Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. Since we cannot be there for every moment in the life of the case and the device, we can't know if there wasn't an unplugged seal or an incorrectly applied water test, to name a couple of possibilities. Please note we do not state anywhere that we guarantee that your device will never suffer damage. 

We are very happy to get you any non-battery case you like. In addition to that, we are even happy to waive the normal shipping and handling fee. 

Just let us know which case you would like and we will send it out right away.

Please let us know if you have any questions.

Best,

*****

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

I am rejecting this response because:
I truly think that is criminal.A child sees you're advertisement and wants it with the hope and knowledge you are saying its waterproof. So stop advertising waterproof and tell the public that once in a while there may be damage so that we know not to ever take a chance and put our expensive devices in your lousy product..Yes I understand you can not be there for every incident but all it takes is 1 for it to ruin 1 persons phone.I am no more important than the next person and i am a hard working citizen who is now out a phone because I believed in your lousy ads.. if someone puts a roof on my house and it leaks not only will they fix the roof but they would pay for the damages of the items that were supposed to be protected by their so called protective roof..You're company will continue to get negative feedback from me and I plan on telling every social media outlet that I am on how bad your product is and how much worse you're response and customer support is... I am not done,I will continue thos fight to be deservingly reimbursed.
Regards,

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

Business Response:

Dear *******,

Thanks for getting back to us and sorry for any continued distress.

As stated, we are having trouble finding your initial contact with us, and we are unsure what you may have already been offered. 

We cannot offer assistance on the device itself. The case is not an insurance policy on the device, and the warranty does not extend to the device. We apologize if you feel we are falsely advertising our product.  Please understand we are following all federal guidelines on warranties, as warranties are nearly always only for the product the manufacturer has made. We are not backpedaling on any promises that were made, either explicitly or implicitly.

One thing we may be able to do, but we don't have enough information to see if we can yet, is a third party refund on the case itself. This is something that is offered outside of our warranty, but we can offer under circumstances such as this.

Here is what we need. Please bear in mind that not everyone qualifies for this offer.

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

With these documents in order, we can get you a refund on the case. 

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

Best,

*****

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

I am rejecting this response because:
I called the other day, as soon as the customer service rep told me "well we dont cover phones" I was not gonna get into it with her, so yes i called but apparently not on record, What does that even matter because I obviously knew you corporate greed answer and response, Does it matter if its on record? Do you plan on doing the right thing and replacing the phone?...I will not stop writing and putting out negative press on all of your companies positions and attitudes until you step up and do the right thing, Maybe you should tell the Public that you do sell a faulty product and be very aware before you put your very expensive phone into our faulty product...What do you think the plumber would say to you if he put new pipes in your bathroom and they did not work and than caused a leak and damaged your floors?... Your company is everything that is wrong with what this world is becoming, Please stop writing me back with your generic shallow messages
Regards,

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

3/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Phone case is "lifeproof" yet my 2 month old phone im still paying for has a shattered screen and is hardly usable. All they had to say was sorry sometimes it dosen't always work. i use my phone for work and business and its frustrating that i paid 80 dollars for a case because they say they have a warranty on your phone when its in the case turns out its only for the case. Now a brand new ****** is usless

Desired Settlement: replace my phone or at least give me the 80 dollars i wasted on a terrible product

Business Response:

Hi ****-

 Thanks for contacting us, I am sorry for the frustration this situation has caused. I have not been able to find any incidents that match your information. Did you contact us under a different name or address?  I am not sure what has been offered at this point, but we would be happy to offer to replace your case.

 Please let me know if you contacted us under different information that may help me locate our previous correspondence.

 

Thanks!

****

3/16/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased Lifeproof phone case that advertises it is Waterproof. The case not only allowed water to get in but it actually trapped the water inside and ruined my brand new phone. The company response is that they will only replace the case. I believe that they should replace the phone as their product actually caused the damage by trapping the water inside.

Desired Settlement: The company should pay to replace my brand new phone and they should not advertise their product as waterproof if it is not.

Business Response:

Hi ********-

  Thanks for contacting us, I am sorry for the frustration that the water damage to your device has caused. I feel like the initial water leakage is what caused the damage to the device, not the water being trapped inside of the case.
  I see that you spoke with Laura and that she had offered to make an exception of our warranty and refund the amount paid for the LifeProof case.  Our limited warranty states that we are not able to pay for repair or replacement of the devices inside of our case.  Click here to read our full warranty https://www.lifeproof.com/en-us/warranty-full.html .
  While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:
1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet. If your phone was water damaged, then we will need documentation of that specific damage
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email and don’t change the subject line. Feel free to contact us with any additional questions or with the necessary documents.

Thank you!



Consumer Response:

Complaint: ********

I am rejecting this response because:
This product, which is advertised as waterproof, was in fact not waterproof and that caused my brand new phone to not work. The responses I have received from the company have dismissed my claims saying that "some variables can not be accounted for" if this is the case then this product should be advertised as SOMETIMES waterproof. Now the company is saying that the initial water contact caused the damage not the water being trapped, either way it was the responsibility of the case to protect my phone. I spent my hard earned money on this case believing my brand new $750 phone would be protected. My phone was never even submerged in water, merely splashed, and the water was trapped between the phone and the case(which I could clearly see because the back of this particular case is see through).  I wish I had taken a picture but I was in a rush to try and save my phone from the water trapped against it. I am extremely disappointed with the customer service responses I have received and I am very disappointed I trusted this company to uphold their claims of providing a "waterproof" case for my phone.

Regards,

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

3/16/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a case from the otter box web site and I noticed that it went to a lower price and when I called to be tol there was nothing they could do which was kind of disappointing.

Desired Settlement: A refund of the difference between the sales price from the price I paid for it

Business Response:

Hi ****-

  Thanks for contacting us, I am sorry for the experience that you had when you called in.  I looked at the incident and it appears that the agent didn't grasp that you had purchased the case directly from our website.  I have processed a refund for $3.71.  You should see this reflected on your credit card within 3 to 5 business days.

Thanks for your business!

Consumer Response: Better Business Bureau:

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

Regards,

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

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased two ***** turbo 2 phones from ******* in December 2015. ******* sold us LIFEPROOF cases for both phones at a cost of 89.99 each. We were having difficulty communicating with our new phones and went to ******* a multitude of times and finally were informed the issues we were having was with the LIFEPROOF cases and to as informed we had to deal directly with LIFEPROOF. We called LIFEPROOF after six weeks from the purchase of our phones and was told the case needed to be replaced. We were told maybe dust got in it. It had been placed directly in the store. We received the replacements and they still cover the speakers of the phone so no one can effectively hear us unless we hold the phones directly over our mouths and yell into them/speak loudly. We were told by LIFEPROOF tthey would not refund us our monies even though they know the cases do not function with these phones to permit effective communication. Initially we thought it was the phones or poor reception and had taken steps immediately to correct this with *******. This delay caused us not to recognize it was the cases.. LIFEPROOF needs to recall these cases and refund their cus***ers. The product is defective. The rep this a.m could not hear me this a.m and asked me to take the case off. This was on a recorded line.

Desired Settlement: We expect a full refund. Consumer reports has informed consumers we have rights. We are not complaining the item broke or the color is wrong, their item is defective. We have tried to exchange the item with another case but it is just a band aid approach. Phones should be operable and the products sold to unsuspected cus***ers should allow effective communication. The Federal Communication Commission wants the public to be successful in communicating especially during emergent/urgent or tragic times. LIFEPROOF has not excuses but the make their products safe and effective just like all the other manufacturers. This is not acceptable. We informed them as soon as we were told it was due to their case. We were told by a supervisor Kristen and Socorro it is their policy we have to go back to ******* but ******* is selling their product and informed us we had to deal directly with LIFEPROOF. Lifeproof should take responsibility and not ping pong us back and forth.

Business Response:

Dear ***,

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

It does sound like you are having some distinct sounds issues with your cases. We unfortunately are unable to refund any product that was not purchased directly from us. That said, I am happy to send you some troubleshooting tips for sound issues.

The microphone vent on your LifeProof case includes a special membrane to allow sound to pass through while keeping your case water proof. This normally allows for crystal clear call quality. In some instances, air trapped inside of the case can cause the membrane to puff outward and rest against the grills. Once this occurs, the membrane will not vibrate correctly, and may cause audio issues.

Solution 1                                                   

  1. Hold the LifeProof case in your hand with the screen facing upwards.  The microphone port is the hole on the bottom of the case, on the lower left of the charger port door.
  1. Blow forcefully into the microphone for 3 to 4 seconds. The amount of effort required for this is similar to blowing out a candle.

You may also need to perform this fix after large air pressure changes. It is also recommended to thoroughly shake water out of the microphone vent area after being submerged, as trapped water may also impact sound quality.

Solution 2        

  1. Uninstall and reinstalling the case. The membrane covering the microphone may move when you insert the device. Try pointing the phone toward the bottom of the case, allowing the microphone to line up with the microphone membrane, and then push the top of the device into the case.  This will create a clear path for sound.

If this does not resolve your issue, we are happy to send you any two non-battery cases you like (this includes tablet cases). 

Please let us know if you have any questions.

Best,

Sarah

3/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid $90 for a phone case that is supposed to be the best. This life proof case for my droid turbo 2 makes horrible vibrating noises making it nearly impossible to complete a phone call. These noises can be heard on both ends of the call!

Desired Settlement: To fix this problem and make the car they claim to make. Replacement and refund

Business Response: Dear Thomas,

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

First, I am not finding any record of your having contacted us, so I took the liberty of creating a new incident with the information at hand. That incident number is ********.

Without knowing if you purchased the case from us or not, I cannot say for sure if we would be able to process a return on that item. We are only able to process refunds on items purchased from us and within the past 30 days. We can warranty any case for one year, but the issues you are speaking of generally require troubleshooting rather than a replacement case. Please know as well that we cannot process both a refund and a return on the same item. I am happy to walk you through those troubleshooting tips.

The microphone vent on your LifeProof case includes a special membrane to allow sound to pass through while keeping your case water proof. This normally allows for crystal clear call quality. In some instances, air trapped inside of the case can cause the membrane to puff outward and rest against the grills. Once this occurs, the membrane will not vibrate correctly, and may cause audio issues.

Solution 1                                                    
1.Hold the LifeProof case in your hand with the screen facing upwards.  The microphone port is the hole on the bottom of the case, on the lower left of the charger port door.
2.Blow forcefully into the microphone for 3 to 4 seconds. The amount of effort required for this is similar to blowing out a candle.

You may also need to perform this fix after large air pressure changes. It is also recommended to thoroughly shake water out of the microphone vent area after being submerged, as trapped water may also impact sound quality.

Solution 2         
1.Uninstall and reinstalling the case. The membrane covering the microphone may move when you insert the device. Try pointing the phone toward the bottom of the case, allowing the microphone to line up with the microphone membrane, and then push the top of the device into the case.  This will create a clear path for sound. 

If this doesn't fix the problem that you are experiencing, please let us know so we can further assist you. If you did purchase the case from us within the last 30 days, please let us know that order number, or the email the order was placed under, if you are still interested in pursuing a return.

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

Best,

Sarah

3/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased the Lifeproof ****** ** case. After my wife followed the instructions, even going as far as to go online and saw instructions on how to properly apply the case to her phone. We took it to a steamy area on vacation, but never submerged it into the water. Her phone stopped working, and we returned home. We went to ******* who confirmed water damage. We called and spoke with someone from the company who said that because we bought it at Bestbuy, and not another retailer, there was no warranty and they absolved themselves of any damage to the phone. After some persuasion, they agreed to refund us for the case. I pay for insurance on the phone, which has a $199.00 deductible. I would like that paid by the company that sold me a phone, which on the box says that it is waterproof up to 6 feet. This is clear and blatant false advertisement.

Desired Settlement: I would like the company to pay the deductible on the phone, total sum of $199.00.

Business Response:

Dear ********,

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

I was able to find ***** ******* initial warranty claim, Incident ********. We wanted to make sure we had a complete understanding of your issue. 

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

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

Device damage may result from a variety of issues, including, but not limited to: an incorrectly administered water test, an undetected crack or scratch in the case, an improperly installed case, plugs not sealed, or any combination of these occurrences. We test our cases extensively, but we cannot be there for every second in the life of the case and the phone to assure proper usage. 

We absolutely warranty our cases whether they are purchased from us or from **** ***. I believe there is some confusion on our warranty overall. It may be because the representative may have mentioned TWPP (Total Water Protection Program), which is available only through an exclusive partnership with Verizon. This is a program that assists in replacing devices that have suffered water damage while inside one of our cases, but it is very specific and separate from our product warranty.  It probably made the call much more confusing and we apologize if we created that confusion. 

We are happy to do a third party refund on your case, or at least see if you qualify. This is what we need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any questions.

Best,

Sarah

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

I am rejecting this response because:  As I said in the original complaint, I was able to get the representative on the phone to explain how to refund the case.  The issue here is that the case is clearly sold as waterproof, and it clearly was not, and now I have a damaged phone.  You have manufactured a poor product, and you are taking advantage of people by selling it to people (taking money) for something that does not do what it is advertised to do.  Ultimately, your practice in unethical, and it is shame that you would conduct yourselves in that way.

Regards,

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

Business Response:

Dear ********,

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

We do appreciate the passion of your argument and do hear that you feel that we were somehow being deceptive. Please understand that we test our product extensively to the highest standards. That said, it is impossible to know what string of events may have led to the device suffering damage. Device damage often arises from string of unprecedented conditions, and what you experienced is very rare. 

We are still happy to offer that third party refund on the case. Please let us know if you would like to proceed with that.

Best,

Sarah

3/1/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the otter box defender case with the understanding that it would protect a phone from breaks. 3 Days after the purchase my son had his phone knocked out of his hand and the glass on the phone is cracked and its the defenders case, so why didn't it defend. I called because it makes no sense for the phone to break in the case and the response i get is I'm sorry and it will be 2.99 for shipping! how about you replace the screen and stand behind your product! I purchased this case because its supposed to be the best, but evidently that's not the case! Pun- not intended!!!!

Desired Settlement: Replace the screen on my sons ****** ****

Business Response:

Dear *****,

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

First, I want to mention that I was unable to find any information under the provided contact information, so I set one up: Incident ********.

Per limited warranty, we are unable to assist with devices. This is stated clearly on our website:

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

We do test our cases extensively, but we cannot be there for every moment in the life of the case and the device, and we have know way of knowing what kind of bumps or falls may have occurred, or if there was some other factor, such as installation error or pre-existing damage or defect with the device. The warranty only covers the case and the case does not act as an insurance policy on the device. 

It does look like you were unhappy about our shipping and handling fee as well. We are actually quite happy to go ahead and send you any non-battery case you like (tablet cases included) and will also happily waive that fee. All you need to to is let us know what case you would like. 

Please let us know if you have any questions. 

 

Best,

Sarah

3/1/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought the "Otterbox Preserver Series" ****** ** cell phone case on July 13, 2015. The guarantee behind the case was that it would protect my phone and was waterproof, dustproof, and shatterproof. On December 21st, 2015 I dropped my cell phone (still in the case) and my ****** ** screen shattered. The screen was $100 to repair. I called Otterbox two times after that incident and have emailed no fewer than 5 times (12/21, 12/26, 1/14, 1/15) about how I could get a refund. They told me they wouldn't pay for the phone repair (which is ridiculous since they guaranteed that it was shatterproof resistant) but they told me they could refund me for the cost of the cell phone case if I provided them with what happened, an invoice, and photo proof. I did all of that, twice actually because they said they didn't receive it the first time, and have yet to hear back from someone about getting a refund. They just emailed me again this morning to provide proof of what happened, and I told them I've done so twice, plus numerous follow up emails and phone calls, and they refuse to make this process easy and make good on their word to refund me. It's now February 13th, almost 2 full months after the incident, and I would like a resolution and don't have time to play games with them through email.

Desired Settlement: I would ideally like a refund for my phone repair at $100. At the very least, a refund for my case.

Business Response:

Dear ******,

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

Per our limited warranty, we cannot assist with devices. We do apologize if there has been any misunderstanding about that. Product warranties are nearly always, by federal guidelines, limited to products a manufacturer has made. We do test our products extensively, but we can account for every moment in the life of the case and the device. Damage to a device may result from a string of unprecedented events, and we do not guarantee anywhere in our promotional materials or packaging that you will never suffer damage to your device. The case also does not act as an insurance policy on your device.

It looks like we have offered you a third party refund on the case, which we would still be happy to do, but we have not received the proper documentation yet. It may be an issue with our mail servers or perhaps the documents were not attached correctly or were in an incorrect format. We cannot process a refund without those documents (or finance department would get in trouble with the IRS if we attempted to do so) but we might suggest submitting those documents through the BBB complaint system. 

As a reminder, this is what we need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet.
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

If those documents cannot be obtained, we are still happy to get you any non-battery case you like.

Please let us know if you have any questions.

Best,

Sarah

2/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company advertises that if you buy there product is waterproof. Customer made false allegations as there product is not waterproof. I purchased customers product Lifeproof fre, followed all instructions that was provided with the product and my phone got damaged by water that they advertise that they protect. I contacted the this company and there response was, sorry we don't cover water damage. I am confused because the express clearly on there website that their product is waterproof and my devise would be protected. No that my devise is damage because i believed that this companies product would protect it, I am out of a phone and there apparent case that is suppose to protect my phone. If they are going to charge people 129.99 to purchase their product then they should not advertise that it is waterproof when in fact it is not.

Desired Settlement: I request that they provide me a new phone as it was there product that damaged the phone. had it not been for there product being on my phone and me not worrying about my phone being damage because they advertised that it is waterproof, my phone would still be operational. If they are unwilling to provide a new phone then I request that this complaint remain on the website for future companies who may be interested in purchasing their product. I would rather they be warned about the issue then buying the product and finding out down the line.

Business Response:

Dear ********,

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

Per our limited warranty, we cannot assist with the device. While we do appreciate the passion of your arguments, the case is simply not an insurance policy on the device, and the warranty is only for the product we manufactured. We do apologize if there was any misunderstanding that we did offer coverage of the device in any way. There is a pamphlet that comes with each LifeProof case that explains this limited warranty, and you can read up on it here as well:

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

We do test our products extensively, but we cannot be there for every moment in the life of the case and the device. There may have been a crack in the case or a seal that was not properly closed, or any other string of events that may have led to the device suffering damage. 

What we can possibly do is get you a refund on the case itself. 

This is what we would need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Not everyone qualifies for this case refund, but we are happy to process this swiftly if you can get us the requested information.

Please let us know if you have any questions.

Best,

Sarah

 

 

2/19/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 04/20/2015 I purchased a LifeProof case for my ****** * at the ***** Store located in the **** neighborhood of *********. The LifeProof case is advertised via the packaging to completely protect the ****** from Dirt, Sand, Snow, and Water. One of the claims of the box is that your ****** could be submerged in up to 2 meters of water for an hour at a time. I purchased this case and did not have an opportunity to utilize it until February of 2016 when I went on vacation. Before leaving for vacation, i tested the case in the manner in which the documentation provided to me suggested. I inserted the provided plastic piece (which replicates an ******) into the case and submerged it under water for the suggested time. I then removed the case from my sink and checked the case and the piece of plastic inside for any signs of water. Nothing looked like an issue. Later that week, I took my phone with my to the beach and had it secured in the LifeProof case. Within 2 mins of entering the water my phone came no longer worked. The case did not protect my phone as advertised. When I returned home I visited two ***** locations and spoke to their customer service phone line. They informed me that, although they sell the phone, they can not guarantee it because it is not manufactured by them. They suggested that I reach out to LifeProof directly. After multiple phone calls, conversations with their customer service team via Twitter, and over 25 emails back and forth, LifeProof continually took a stance that they cannot guarantee the phone, only the case. In a situation where the case is proven to be faulty, they will replace the case. One would have to be out of their mind to use this case again after it rendered their phone useless. After arguing with them over multiple phone calls, i was able to get a refund for the purchase. To me, this is not a reasonable solution, as a new phone costs over $200. While attempting to get a refund for my case, i had to go back and forth for over 2 weeks providing ridiculous amounts of documentation. The customer service team was not responsive and days would often go by without any update. I have been told that my claim has been "submitted for processing" but am sure that i will still need to follow up many times to make sure it is completed.

Desired Settlement: In addition to refunding the purchase price to me, LifeProof should be responsible for getting me a new phone. I have been forced to utilize my wireless companies insurance plan and paid $200 for a refurbished phone. A brand new phone would have cost me over $600. I have already received 3 "refurbished" phones from my wireless insurance claims, as they seem to not be as reliable as a brand new one from apple. The stress and inconvenience this has caused spans further than just having the phone replaced and the monetary value I was forced to pay. I have gone days without a phone which has impacted my ability to perform my duties at work. LifeProof should be paying for me to get a brand new phone, as the one I had was in perfect working condition until I trusted their product to protect it.

Business Response:

Dear *******,

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

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

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

We do extensively test our products, and it sounds like you did administer the water test. That said, there are quite a few things that could happen with a case that could still result in the device suffering damage, and we cannot be there for every moment to know what may have happened. There could have been an undetected crack in the case, an incorrectly installed case, or plugs that were not fully sealed, to name a few. Product warranties only cover the product a manufacturer has made, and the case does not act as an insurance on the device. 

We do see we processed a third party refund on the case. It does look there there were a number of turn-arounds on that getting processed. We can assure you that we do not try to make this needlessly complicated, we simply need those three pieces of information to be received and in an exact format for our finance department to be able to work with them. This is largely due to tax reasons. We do appreciate your patience and dedication in getting that information to us. That refund, reference number **********, should be received by you in a few weeks. 

We are unable to provide any additional monetary compensation on this concern. Keep in mind the case refund was, in itself, outside of our warranty, and was a special offer to help you out. We are still happily available to answer any questions you may have on this concern or any other.

Thanks,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

It seems ridiculous to me that a product can claim anything, but if they have a "limited warranty" that says they are not responsible if the product doesn't perform as advertised, they are not responsible.  To say that refunding the case was an extended courtesy also seems out of line.  Why would anyone take a replacement case when they know their device is not totally safe when using the case?  If a company is going to claim their product does something, they should stand by it.  True product did not perform as claimed and the consequences should not become a burden for the consumer.


Regards,

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

2/10/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *****,

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

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

Again, here is a link to our limited warranty:

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

 

In response to the statement in your response shown below - 

 

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

 

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

123.8 mm x *8.6 mm x 7.6 mm

112 grams in weight

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

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

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

 

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

 

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

 

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

 

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

 

In response to the statement in your response shown below -

 

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

 

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

 

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

 

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

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

 

Therefor I am continuing with my request for compensation for -

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

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

 

Your prompt action would be appreciated

Regards,

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

Business Response:

Dear *****,

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

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

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

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

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

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

Please let me know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

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

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

 

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

If you require any additional shipping information please contact me.

Regards,

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

Business Response:

Dear *****,

Thanks for your understanding and sorry for any delays.

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

Dear Sarah,

Thank you for your reply.

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

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

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

This address is:

 

** *** **** *** *** ******   ****

********

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


Kind regards,

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

2/9/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *******,

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

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

Please let us know if you have any questions. 

Best,

Sarah

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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

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

Please let me know if this might work for you.

Best,

Sarah

Consumer Response:

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

 

thank you. 
***** ** ****

2/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *******,

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

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response:

Dear ******,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,

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

Business Response:

Dear ******,

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

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

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

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

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

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

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet 
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

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

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

Please let us know if you have any questions.

Best,

Sarah

 

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,

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

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

Additional Notes

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

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

Business Response:

Dear ****,

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

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

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

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

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

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

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

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

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

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

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


Regards,

**** *******

Business Response:

Dear ****,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

**** *******

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

Additional Notes

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

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

Business Response:

Dear *****,


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

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case
2)    Damaged Device Photo:
•    Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
•    Your handwritten name, current date, and signature
3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

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

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

Thank You,
Stephanie



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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

***** ******

Business Response:

Dear *****,

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

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

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

Best,

Sarah

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

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

Regards,

***** ******

Business Response:

Hello *****,

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

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

Thank you for choosing OtterBox!

Stephanie


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

Additional Notes

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

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

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

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

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

1)    Standard Warranty Case Photo:

•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case
2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

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

Thank you!

Consumer Response:

Complaint: ********

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

Regards,

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

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

Thank you for your reply. Again our apologies that the case didn't preform as expected and for any distress you are experiencing.

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

Per our warranty we do not cover device damage, but again we are happy to go outside of our policy, make an exception and as previously stated, offer you a 3rd Party Refund.

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

Thank you,
Stephanie

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

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

Regards,

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

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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

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

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

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

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

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

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

Some Review Examples:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response:

Dear *****,

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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


Regards,

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

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

Additional Notes

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

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

Business Response:

Dear ****,

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

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

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

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

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

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

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

Best,

Sarah

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

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

Regards,

**** ******

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,

**** ******

Business Response:

Dear ****,

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

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

This is what we need:

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet 
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

**** ******

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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

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

1) Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case 
2) Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

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

Please let us know if you have any questions.

 

Best,

Sarah

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

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

Regards,

***** *****

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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

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

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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

Here is that link:

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

Desired Settlement: Refund of 77.95 to me.

Business Response:

Dear *****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,

***** *****

Business Response:

Dear *****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,

***** *****

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

Additional Notes

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

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

Business Response: Dear *******,
Thanks for reaching out to us and sorry for any distress you may have experienced.
I was not able to find your original incident so I took the liberty to create one using the information in this complaint. I used the PO Box number rather than the street address, as the street address gave us an error. If your original incident was under another name, please let us know so we might be able to find that in the system.
It sounds like you may qualify for a third party refund on the case due to the damage to the device. This is not part of our normal warranty, and we don't normally do refunds outside of 30 days or third party refunds under regular circumstances, but if you can get us a few pieces of information, we can see if this is something we can process for you. 
1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Sarah

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

Additional Notes

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

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

Business Response:

Dear ****,

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

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

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

Best,

Sarah

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

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

Regards,

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

Business Response:

Dear ****,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response:

Dear ******,

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

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

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

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

Additional Notes

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

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

12/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear ********,

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

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

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

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

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

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

Regards,

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

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

Additional Notes

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

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

Business Response:

Dear ******,

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

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

Please let us know if you have any further questions.

Best,

Sarah

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

I am rejecting this response because:
Lifeproof is still wanting to send me a phone case in which I have had 6 of them now, with all having the same issue. As a police officer and being in the *** **** reserves, I need a reliable case. Not one in going to need to replace on a regular basis. All I asked for was for lifeproof to send me two of the cheaper cases with no shipping fee. I did ask if they would make one of them pink, just for all of the troubles I have experienced. I am greatly dissatisfied with the lifeproof nuud case. I thought maybe for our law enforcement and military lifestyle the lifeproof fre case would hold up better. Without seeing if I would accept or reject the offer, lifeproof just sent two more cases. Now I have cases coming in the mail that I do not want. Since its been several months I cannot even return them for my money back. I'm still stuck in a different position with this company. 
Regards,

****** *****

Business Response:

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

****** *****

Business Response:

Dear ******,

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

12/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear ****, 

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

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

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

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

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

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

1)Standard Warranty Case Photo:
•Your entire case, including parts that are not damaged
•Any design or pattern on your case, such as camouflage
•Your handwritten name, current date, and signature
•The Serial number or product code found inside your case 
2)Damaged Device Photo:
•Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
•Your handwritten name, current date, and signature
3)Purchase Receipt or invoice:
•Purchase date (within the last 12 months)
•Case or product that was purchased
•Purchase price
•Retailer contact information, including phone number
•Your handwritten name & current date
Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response:

Dear ******,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

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

Regards,

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

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

Additional Notes

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

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

Business Response:

Dear ****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

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

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

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

1)Standard Warranty Case Photo:
•Your entire case, including parts that are not damaged
•Any design or pattern on your case, such as camouflage
•Your handwritten name, current date, and signature
•The Serial number or product code found inside your case 
2)Damaged Device Photo:
•Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
•Your handwritten name, current date, and signature
3)Purchase Receipt or invoice:
•Purchase date (within the last 12 months)
•Case or product that was purchased
•Purchase price
•Retailer contact information, including phone number
•Your handwritten name & current date
Please let me know if you have any questions.

Best,

Sarah

12/1/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear ********,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

Regards,

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

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

 

********

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

Additional Notes

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

Desired Settlement: send me my replacement

Business Response:

Dear ******,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Better Business Bureau:

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

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


Regards,

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

11/24/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear ******,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

****** *****

Business Response:

Dear ******, 

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

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

We do stand by the 25% discount, regardless.

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

****** *****

11/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *******,

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

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

You can read more about that here:

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

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

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

Please let us know if you have any questions.

Best,

Sarah

11/23/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

 

 

 

Consumer Response:

Complaint: ********

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

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

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

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

Regards,

***** Nieves 

Business Response:

Dear *****,

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

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

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

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

Best,

Sarah

 

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

Additional Notes

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

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

Business Response:

Dear *****, 

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

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

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

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

Best,

Sarah

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

Additional Notes

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

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

Business Response:

Dear ******,

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

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

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

Best,

Sarah

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

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

Regards,

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

Consumer Response:

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

 

Business Response:

Dear ******,

Thanks for the clarification and sorry for any delays.

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Please let us know if you have any questions.

Best,

Sarah

 

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

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

Regards,

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

11/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

11/13/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *******,

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

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

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

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

Please let us know if you have any further questions.

Best,

Sarah

 

Consumer Response:

Complaint: ********

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

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

Regards,

******* ******** 

Business Response:

Dear *******,

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

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

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

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

Best,

Sarah

 

Consumer Response: Better Business Bureau:

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

Regards,

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

11/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear ******,

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

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

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

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

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

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

Standard Warranty Case Photo:
Your entire case, including parts that are not damaged
Any design or pattern on your case, such as camouflage
Your handwritten name, current date, and signature
The Serial number or product code found inside your case
Damaged Device Photo:
Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
Your handwritten name, current date, and signature
Purchase Receipt or invoice:
Purchase date (within the last 12 months)
Case or product that was purchased
Purchase price
Retailer contact information, including phone number
Your handwritten name & current date

Please let us know if you have any questions.

 

Best,

Sarah

 

Consumer Response:

Complaint: 10876081

I am rejecting this response because:

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

Regards,

****** ****

Business Response:

Dear ******,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

11/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear *****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,


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

Consumer Response:

Complaint: ********

I am rejecting this response because:

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

Regards,


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

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

Additional Notes

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

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

Business Response:

Dear ***,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

 

Consumer Response:

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

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

Regards,

*** *****

10/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response:

Dear ********,

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response:

Dear ********,

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

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

10/28/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response: Dear *****,

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

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

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

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

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

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

This is what we need for that:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Best,

Sarah

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

I am rejecting this response because:

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

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

Regards,

***** ****

Business Response: Dear *****,

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

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

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

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

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

***** ****

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

Additional Notes

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

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

Business Response: Dear ****,

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

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

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

Best,

Sarah

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

Additional Notes

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

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

Business Response: Dear *******,

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

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

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

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

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

Please let us know if you have any questions. 

Best,

Sarah

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

Consumer Response:

Complaint: ********

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

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

Regards,

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

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

Additional Notes

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

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

Business Response: Dear *****,

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

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

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

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

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

Please also let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response: Dear *******, 

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

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

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date


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

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

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

Business Response: Dear *******,

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

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

Business Response: Dear *******, 

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response: Dear *****,

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

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

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

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

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

Best,

Sarah

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

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

Regards,

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

Business Response: Dear *****,

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date


Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

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

Business Response: Dear *****, 

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

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

Please let me know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

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

Consumer Response:

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

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

Business Response: Dear *****,

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

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


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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response: Dear *********, 

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

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Please let us know if you have any questions.

Best,

Sarah

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

I am rejecting this response because:

Regards,

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

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

Business Response: Dear *********,

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

Business Response: Dear Mrs. ****,

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

*** ****

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

Additional Notes

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

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

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

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

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

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

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

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

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


1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

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

Regards,

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

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

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

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

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

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

Regards,

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

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

10/7/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

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

Business Response: Dear *****,

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

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

You can read about our limited warranty here:

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

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

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

Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

***** *****

Business Response: Dear *****,

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

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

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

1) Standard Warranty Case Photo. (We already have this, so no need to resubmit, thanks!)
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

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


 Regards,

***** *****

Business Response: Dear *****,

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

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

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

Please let us know if you have any further questions.

Best,

Sarah
 

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

Additional Notes

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

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

Business Response: Dear ******, 

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

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

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

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

Please let us know what might work for you.

Best,

Sarah

Consumer Response: Better Business Bureau:

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

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

Business Response: Dear ******, 

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

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

Please let us know if you have any questions.

Best,

Sarah

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

Additional Notes

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

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

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

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

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

You can read up on our limited warranty, here:

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date


Please let us know if you have any questions.

Best,

Sarah

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

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

Regards,

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

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

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

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

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

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

Best,

Sarah

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

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

Regards,

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

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

Additional Notes

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

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

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

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

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

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

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

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

We also need to find out the device/color/model for your case. 

You may send those photos through the BBB, or you may contact us through the LifeProof call center at P:888-533-0735. The new incident I have set up is 13102279.

Please let me know if you have any questions. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

I did speak directly with lifeproof on September 21, 2015.  I spoke with a manager of lifeproof too and explained my situation to its entirety in which she seemed very concerned to my situation. In your analogy, I took my ***** back to the ***** dealership.  Why would I want another case if it can, once again, destroy my phone? You can offer me 10 cases, I don't want them, I want to be reimbursed the cost to replace my phone. 
Now, seeing that this is the 4th time trying to have your company, lifeproof, to do the right thing, I will keep reposting how you fail aso a business with your claim "we back our products claim up"  no, no you do not. So far, a handfull of people are not going to buy your product. I hope it was worth it. 
I have already sent the case back to the store. 
Regards,

******* *******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

We do see that you spoke with one of our representatives on 9/21/2015, but there is no record that you were transferred to a LifeProof manager. I am on that team, and we would have with near certainty made notes if a call had been transferred to us. It was still our failing, if we had implied you were speaking with a manager (or even if you did speak with a manager and we failed to make notes), and if we had not maintained brand integrity. 

Like I mentioned before, you are under no obligation to return the OtterBox cases. 

Since you were successful in returning the case to the store, we don't need to worry about that third party refund. Thanks for the update on the situation.

We do stand behind our product in the form of our product warranty. That said, it is made very clear on our website and in the packaging insert that we do not assist with devices. There is simply no exception on this. We are not backpedaling on a promise that we had previously made, and we, in fact, have made all the exceptions we possibly can to assist you. 

Despite your bad experience, I am actually very happy to go ahead and still send you a LifeProof case of your choice (aside from the battery case) due to the mix-ups that you experienced. We are happy to do this as a one-time courtesy, and will not require any further documentation to send that out to you. Please be aware that we normally don't ever make such exceptions, but we do want to do what we can to correct the way your situation was mishandled in terms of brand integrity and individual representation.

Please let us know if this might work for you, and please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me, however, I WOULD LIKE A CASE FOR A DIFFERENT PHONE,  NOT THE GALAXY S5. I read the response email as any case of my choice. If they make an iPhone 6 (the newest iPhone they came out with, I would prefer that case.  After my experience with the S5, I choose not to put my phone is that case.   If this can be met, I feel satisfied to their offer.


Regards,

******* *******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

I am happy to offer you can get an iPhone 6s or iPhone 6s Plus case from us when they come out. We can get you any single case that is not a battery case, in case those come out. We don't have an estimated date of delivery on these, but what I would advise is to get on the notification list for the case you are interested in and give us a call when they come out;
http://www.lifeproof.com/en-us/iphone-6s-cases
http://www.lifeproof.com/en-us/iphone-6s-plus-cases

I will extend this offer for three months out from the release date of those cases, to give you a chance to make a choice. Please give us a call at P:888-533-0735 and reference Incident ******** so we can take care of you, once the cases are out and you are ready to choose a case.  

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

I would like the 6s case and it can be mailed to:
******* ******* 
** ****** ** *** ************ ** *****

Regards,

******* *******

10/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While on vacation, I used the device in shallow water to take photos; when my wife asked to see the photos, she noticed that the ****** had shut off and that the “door” on the case where the charger goes appeared to be slightly open on one side. I questioned myself, as I knew that I took the necessary precautions to ensure that the case was sealed appropriately prior to submersing the phone in any water. Nonetheless, I made the assumption that it was my fault and I may had made a mistake by leaving it partially open. I immediately removed the case and exhausted all possible efforts to save the ****** which were ultimately unsuccessful. My wife then asked to put the case on her ****** so she may attempt to retake the photos, which I did; she snapped several photos on her phone at which point once again, her ****** also became damaged by water while in the Lifeproof case. When I examined her phone and the Lifeproof case more closely, I noticed a very faint, hairline crack that was diagonal on the door that closes which appeared to be the reason water was able to seep through. At this point, I realized it was clearly a defect that caused the losses, and not negligence. I exhausted my day at the ***** Store from 3pm to 9pm until I was finally able to get new phones to take on my next vacation so that we can connect with our kids, families and business. The Lifeproof product that we purchased at Best Buy ruined all the memories that we had in the photo library which were unable to be recovered; not to mention all the exhausted time and effort spent to obtain new phones. At this point in addition to the cost of the defective Lifeproof case ($107.99), two replacement devices needed to be purchased to replace those of which were destroyed as a result of the defective Lifeproof case ($355.32 each) – total initial monetary losses incurred are in the amount of $818.63 – this does not include ruined and lost memories nor time spent obtaining new devices and away from wo

Desired Settlement: Payment of $818.63 as explained above Lifeproof Cliam # ********

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

I am happy to go over what we are and are not able to do to help you out. 

Per our limited warranty, we are not able to help with damaged devices. This is explained in an insert that comes in each and every LifeProof case, and, in addition, many of our cases have a link on the bottom of the package that goes to the place on our website that explains this limited warranty. Here is that link:

https://www.lifeproof.com/en-us/warranty-full.html

We encourage customers to both have insurance on the device and to use cloud storage or other forms of backup of valuable data. There is no case out there that 100% assures you will never have damage to the device or loss of data. The case does not act as an insurance policy, and one is always at risk of losing data on a device, case or no case. 

That said, we are happy to set you up with a refund on the case itself. This is what we need:
1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

We are happy to set you up so you can send us this information through incident ********. Thank you for providing that incident number, as we can see that was under another set of contact information.

Please let us know if you have any questions.

Best,

Sarah



Consumer Response: Complaint: ********

I am rejecting this response because:

1) All information was already provided to LIFEPROOF including photos, Receipts, proof of water damage and detailed explanation on how it occurred.  
2) LIFEPROOF hangs up the phone on my face and will not explain to me why they will not consider replacing my phones.  This happened during numerous occasions. 
3) Damage occured due to MANUFACTURE DEFECT to the Flap Door on the bottom of the case that opens and closes to allow the insert of the charging cable.  
4) The appears to be a common issue with LIFEPROOF cases based on resources found on - Line
5) I will however agree to reimbursement of the actual phones that were purchased as replacements to the water damaged phones.  The amount was provided in prior correspondence.  
6) LIFEPROOF needs to be responsible for their own problems that are caused by them.  The Case was only a few days old !!    

Regards,

*** ******
************

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any delays. 

We do see that you were not able to register for TWPP on time. Unfortunately, this means that TWPP coverage would not be offered. That is a very specific process handled by another department, and it is pretty much written in stone how the coverage works. We do apologize if this was stressful news to receive. 

I am happy to answer your questions on a point-by-point basis if that helps. 

1. We are seeing a number of photos in Nora's claim, such as a business card and a couple of photos of the case without notes, and also a number of photos that appear to be corrupted. We actually do not have all the information we need in the format we requested. We need three specific images in this exact format:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

2. I do apologize if you felt we cut you off. We do see the discussion became a bit circular. Please bear in mind that we simply do not offer device refunds.

3. It is imperative to check the case before going in the water. If there was damage to the charge port door, the case and phone should not have entered the water. We cannot assure the case will protect under any and all circumstances, and the case must be considered "use at your own risk". This is even stated in that pamphlet. 

4. An issue appearing to be common still does not change our policies. Again, there is a burden of proof. We cannot determine in each of those situations there was not user error, a test not done correctly, or some other unanticipated event that led to damage to the device.

5. We do not replace phones. 

6. We understand you are frustrated but we are genuinely offering you what we can to help you out.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:

1.      
I was unable to Register for TWPP on time due to
the fact that the warranty card which contained that information was not part
of the package.  While we were still
WITHIN the time frame to register the product, we informed Lifeproof of this, by
phone and email and the Lifeproof rep informed us NOT to worry and that it wasn’t
necessary.  That’s the kind of BS we are
dealing with.  Since Lifeproof records
the conversation, you can concur that this was infact  the case. 
Because we made a good faith attempt to register on time, and based on
information gathered from Lifeproof Rep, it is irrelevant what is written in
stone.  We have proof of purchase from
Best Buy, timely emails, etc, that will justify our argument.    

2.      
Please provide your contact information (email
and phone number) and I will make sure you get all the information requested,
however, if your not willing to compensate me for the losses, it appears to be
a waste of time. Nonetheless, I will do it. 


3.      
The case was thoroughly checked before I went in
the water.  As I stated previously, it
started as a hairline crack which was almost invisible yet still allowed water
to seep thorough.  You indicate “use at
your own risk”, but also Falsely Advertise the case as being Lifeproof.  A simple statement DOES NOT release you of
liability and to fool innocent consumers by taking their money, not standing
behind a KNOWN Manufactures DEFECT, and get away with it. 

4.      
This is a common problem and although you should
not have to change your policies, you should rightfully pay for the problem you
have caused until you figure out a permanent solution to correct the DEFECT or
take the product off the market. 

5.      
Your not replacing my phone.  Our phones are nearly $2,000 combined.  Your paying for the replacement costs under
warranty and again, I have all the justification needed from ***** to justify
water damage and amounts paid.  At this
point, this is your best and cheapest option.

6.      
Proving me with a new Lifeproof case is NOT
helping me out.  Paying for my losses,
will be a settlement to making me partially whole.  Based on your response, it appears that you
are not willing to settle this and I would rather not waste my time.  I have no interest in making up stories,
wasting my valuable time, and losing precious memories with my family.  Lifeproof has a serious problem by
maliciously continuing the distribution of defective cases to consumers and not
standing behind their product.  Again,
the facts are all there and the resources of similar historical defects such as
mine are all over the internet.  If you are
not willing to settle this at our level, you leave me no choice but to escalate
this issue and pursue settlement by other means including representing a CLASS
if necessary.  If this is not settled, I
will make sure that every social media will know of my experience in order to
minimize the losses to other consumers as a result of your defective
product.  BBB and Consumers Affairs will be
fully aware of this as well.

7.      
Please make a settlement check payable to ***
****** in the amount previously claimed and mail to ***** **** ******* ***** ****** ** *****

Regards,

*** ******

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any delays. 

It seems we are at an impasse. We have already stated a number of times that we do not replace devices. We especially must stress that we cannot assure that our case will remain waterproof it the plugs are not properly closed and inspected before entering water, even if it means checking for those fine, hairline cracks. The case simply should not be used if there are any issues with the seal, and it sounds like there may have been visible issues with the seal that could very well have been there before the damage to the phone occurred. We also do not recommend putting a potentially broken case back onto a phone or onto another phone. 

Please also be aware that LifeProof is a brand name. The name itself does not promise any kind of insurance or warranty on the phone. No part of our packaging or marketing promises insurance or a warranty on the phone either. The Federal Trade Commission has some good resources on how warranties work, and we can assure you we are working within federal guidelines for warranties. 

We are still happy to refund the cost of the case. Please let us know if this might work for you. I can send you an email from the original incident so you can get us those photos. 

Please let us know if you have any questions.

Best,

Sarah 

Consumer Response: Complaint: ********

I am rejecting this response because:

I'm not stupid enough to put it on another phone and therefore, it was obviously NOT VISIBLE. I realize your trying to protect your companies interest and not admit to the Manufacturer DEFECT, so I guess I can't blame you.     

You can send me your email so that I can send you the pics but we will continue to DISAGREE and I will proceed to do as I stated in my last email.  

Regards,

*** ******

Business Response: Dear ***,

I have been in contact with our Legal team, and as they are now handling you issue, we will no longer be able to help you in Customer Service.

Regards,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

The Complaint will remain open until a settlement is agreed upon.  

Regards,

*** ******

9/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the LifeProof ****** case for $89 from the local **** *** because they said it would prevent my phone from being damaged when dropped even from a distance over 6 feet. However, a 5 foot tall person dropped my phone today, which broke my phone. When I called them, they said they do not guarantee that the phone will not be damaged; however, it is misleading in its advertising in assuring it can be dropped and not damage the phone. When I called LifeProof, they said they only guarantee their product will not break, which is NOT what I was led to believe prior to purchasing this product.

Desired Settlement: I want them to pay for the repair to my phone screen to be replaced, which will cost me $100 or refund me the full amount that I paid for this product which was $89+ tax.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any frustrations you have experienced. 

First things first: I cannot find an incident of your having contacted us, so I took the liberty of setting one up: incident ********. Please do let us know if you have a different incident under another name.

So, to address your direct concern: per our limited warranty, we cannot help with the device. I can, however, accommodate your other request to refund you on the case. The only thing we don't do is refund the tax. This is what we need:
1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
     (Please let us know what device you have and what color/series case you have as well)
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

You can send those pictures to us through here, or let us know you accept this offer and we can send the request through our warranty system and you can get us the photos that way.

Please let us know if you have any questions.

Best,

Sarah

9/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had two different cases with Otterbox cases my sister had a case dropped her phone and her screen shattered she got her screen fixed . I have the ****** * I purchased the Otterbox water proof case when I purchased my phone a couple of months back I recently started having problems went my phone so of course I took it to my carrier (******) they said my phone is water damaged and that's why my phone has been acting up. I don't see how my phone can be damaged if I have this product on my phone that says water resistant , I haven't dropped in any water at all the closest my phone gets to water is when I am washing dishes ands showering its in the bathroom to me, if it is raining I do not walk with it out I simply put it away . ****** said the water damaged is at the top a circle and the bottom a drop which is proof there was no water shock to the phone ,my case should be able to protect my phone if I get a little droplet of water on the screen . The product is known to be a good product I don't know if it is possible for the cases to have defects but if possible I think my case had a defect because the way my phone carrier describe it I don't see any other way possible of how water got into it .Especially with this water proof case of it

Desired Settlement: I would like Otterbox to pay the fee to fix my phone

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays. 

We are not finding a previous incident for you, and are not sure if you have tried contacting us. It seems there may be some confusion, and we could use a little more information to clear things up. Here at OtterBox, we have never had a waterproof case for the ****** *. If there was an understanding that any of our ****** * cases were waterproof, this is not the situation. If you, in fact, have a device other than the ****** *, you may be talking about one of our older cases, such as the Preserver for the ****** ****. If you perhaps have us confused with our sister company, LifeProof, that would also help identify the issue. 

Regardless of the situation, we are unable to assist with devices. Our warranty only covers products we have manufactured, and the case does not act as an insurance policy on the device, whether or not product advisories were followed. 

We are sorry to hear about your sister's device but we are unclear if she ever contacted us either. Again, per our limited warranty, we are not able to help with devices, but if she did still need a replacement on OtterBox, and she still has the case in hand, we are happy to get that warranty set up for her. 

You can read up on our limited warranty here:

https://www.otterbox.com/en-us/warranty-full.html

We look forward to any updated details you may have on your issue so we can look into how we might further assist you.

Please let us know if you have any questions.

Best,

Sarah


9/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased Otterbox's Defender Case for a new **** *** * to protect my investment. After 1 month of properly cleaning and using the Otterbox case I discovered an area by the device's touch ID that looked worn like the coating was damaged. Upon a customer service call, email and follow up call, Otterbox Customer Service Rep N******* and Otterbox's Engineers identified that the oleophobic coating was damaged on the device due to the membrane reacting to it. The use of otterbox's product has caused permanent damage to my $500+ device and Otterbox is unable or unwilling to compensate or repair the damage caused by their product. Unfortunately the only other options are to receive a replacement device, or to find my receipt (which will be difficult since I have had two credit cards reissue with new numbers since purchasing the device from Target). Because of this I am out the cost of the device, and the cost it will take to repair my damaged screen. This damage and the treatment is unfair since I have dillegently purchased otterbox products in the past, it seems like this is a wider spread issue. ********************************************************************************************* ******************************************* ********************************************

Desired Settlement: I would like Otterbox to facilitate the repair or replacement of my damaged **** screen due to their product's TouchID membrane causing permanent damage to the oleophobic coating. This damage as well as the reaction was confirmed by customer service, and I expect Otterbox to stand by their product.

Business Response: Dear ***********,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to help out with devices. We also stress that oleophobic coating is a feature that may be affected by a number of factors (such as solvents or elements overall). We appreciate your sending us those links, but bear in mind that there is much biased information that one may find out there, and we urge you do broader research into lipophobicity and oleophobic coatings to get a balanced overview of this feature. At any rate, we recognize this issue to be cosmetic only, and not an issue that compromises the functionality of the device. 

It is unfortunate you are not able to get the Target receipt. Finance requires this for case refunds. If you do chance to find it, we are happy to do that refund on your case. Short of that, while we are seeing this was not something of interest to you, we are happy to get you any case you like (aside from a battery case). We have everything we need to send that to you. 


Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

I would like to take advantage of otterbox's offer of a new alternate case that matches the retail cost of my old defender case.

The Case I would like in return for the damage on my **** *** * is the following;

AGILITY PORTFOLIO + SHELL - ***** **** *** *
SKU: ********

Regards,

*********** *****

Business Response: Dear ***********,

Thanks for reaching out to us and sorry for any delays.

I have placed that order for you and it should be on its way to you: ********** is the order number and the tracking number is  ********************. It looks like you will be getting it in your mailbox tomorrow.

Please let us know if you have any questions.

Best,

Sarah

9/25/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a lifeproof FRE case that they allege is shockproof and protects the phone however a 2.5-3 door drop from my pocket to the floor cracked the screen of my ****** *, the customer service rep I spoke with said that they would only replace the case which is not damaged by the drop.

Desired Settlement: Removal of false advertisement and compensation or repair for my phone due to their false advertisements.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

First: we are not finding your previous incident so we have set up a new one, reference 13111525. We took the liberty of populating it with the information here in the BBB complaint, though feel free to correct any information we may have. 

Second: per our limited warranty, we do not assist with our devices. We are in no way backtracking on any kind of promise made, either explicitly or implicitly, in our advertising or marketing materials. While we offer extra, added protection, it is impossible to promise you will never have damage to your device. and the case does not act as an insurance policy on your phone. 

You can read more about our warranty, here:

https://www.lifeproof.com/en-us/warranty-full.html

We are not sure if we have made any other offers, especially if the previous claim was under another name, but we would like to offer to get you refunded on the cost of the case. This is what we need to get that processed:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

Once we get these items from you, we will be happy to send you that check refund for the cost of the case.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: the case is labeled as shock proof

Regards,

****** ******

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

While the case does say shock proof, that is in no way a guarantee you will never experience damage to your device. We do extensive testing on our cases, but we have no way of tracing what happened or if the case was properly installed at all times. Further, as stated before, the warranty does not extend to the device itself.

As an analogy: you may buy a freezer. The freezer manufacturer may advertise that the freezers keep food cold. A customer may experience their food thawing in that freezer. That does not mean the freezer company is falsely advertising their product, as there are too many factors in how that failure may have occurred. It also does not mean the freezer company is obliged to refund the customer for the spoiled food in the freezer. Manufacturer warranties are only for the product the manufacturer made. 

We stand by our offer to refund you for the case.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because: the case is fine, the phone is not

Regards,

****** ******

9/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise that their cases protect phones and prevents glass shatter. My screen on my phone shattered while using their product. It wasn't even a high impact situation.

Desired Settlement: I paid over $90 for this case at sprint. My phone has been in it since I purchased it. My phone was dropped maybe five inches onto my dresser on its back when I got home from work and it shattered my screen. Their product didn't do as advertised and I want a full refund for the product and they can have it back!

Business Response: Dear ****,

Thanks for reaching out to us and sorry for your distressing experience.

I am looking in our system and not finding an incident for you: perhaps it was under another person's name? Regardless, we are absolute happy to help you out in a way that is outside of our standard warranty and refund you for the cost of your case. I have set an incident up for you, but if we could also get the contact information verified for that incident it would be much appreciated. The incident number is 12951340, and if you give us a call we can verify that information and also send you an email that you can use to get us the required photos. The photos we need for that check refund on the case are as follows:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

Please let us know if you have any questions.

Best,

Sarah

9/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof Nuud case for my *******. I later discovered that when using the case with the included headphone adaptor, the volume and fast forward/rewind controls on the **** EarPods do not function. When I contacted the company they told me I could not receive a refund because the purchase was made more than 30 days ago. Their website states "The custom design leaves all of iPhone's features fully functional, from Touch ID to volume control." This is false advertising, as the phone is not fully functional when using the EarPods that are included with the phone while using their case.

Desired Settlement: I simply wish to be refunded for the purchase of the case and the belt clip attachment because the belt clip is attached to the case with an adhesive and I don't think it is removable

Business Response: Dear ****, 

Thanks for reaching out to us and sorry for any delays.

We have looked into your issue further and determined that as long as you are using authentic  EarPods that came with your *****, along with your LifeProof case, the volume controls should still work, as long as this is for general use. We do see we sent you the GUHA and not the swim adapter, which does not have the same functionalities. We are happy to send you two or three of these GUHAs (*******) so you can test your issue further. We do ask you absolutely assure these are installed correctly and that you have absolutely verified you are using authentic Apple EarPods, as we cannot assure the compatibility of our product with third party products. We are too far outside of purchase (half a year) to process a refund, and are unclear why we were not alerted earlier to the issue. We can sometimes offer a little wiggle room on a return (a week or two) but we cannot make an exception at the half year mark.

Please let us know if you would like us to send you those GUHAs and if you have any further questions.

Best,

Sarah

Consumer Response: Better Business Bureau:
I would like to add that I have not had the product for 6 months... I pre ordered it in February. I did not receive it until the end of May...
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

********

Business Response: Dear ****,

Thanks for getting in touch with us and sorry for any delays.

We did send the exact item(s) promised. To quote:

"We are happy to send you two or three of these GUHAs (********) so you can test your issue further." 

"Please let us know if you would like us to send you those GUHAs and if you have any further questions."

We mentioned the swim adapter as a matter of comparison: the swim adapters that we have had do not accommodate for the volume controls. It is not available for this device, and would not resolve the issue if it was.

Please let us know if you have any questions.

Best,

Sarah




Consumer Response: Complaint: *******

I am rejecting this response because:they sent me adapters for a *************... They do not even fit in an ******** life proof case

Regards,

*********

Business Response: Dear Alex,

Thanks for reaching out to us and sorry for any delays.

The order we sent was *******, with three (3) @ *******, GUHA for ******.

The order in the photo is 0017356843 and looks like it was meant for another customer. We are sorry about the mis-shipment. 

I placed another order for you for those three GUHAS for the iPhone 6/6 Plus. The order number is 0017437721.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
i am sick of getting the run around. I just noticed that Sarah admitted that the swim adapters they have do not accommodate the volume controls.... So even if they do ship me the "correct" ones, they are still not going to work. One person tells me the volume controls should work with the Apple EarPods, the next person tells me the volume controls don't work....
Just stop the nonsense and give me a refund based on the fact that the product was falsely advertised....

Regards,

*********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any misunderstanding.

We are not sending the swim adapters. The explanation that these do not have volume controls was meant hypothetically, in case there was any confusion about our products overall. We do not have swim adapters for the ***** or ****. The ones we are sending are the standard GUHAs. These should work with volume controls. 

We are unable to offer a refund on this item. Please do accept our apology that you received the wrong package. I did overnight the package. 

Please let us know if you have any questions. 

Best,

Sarah

Consumer Response: Complaint: *******

I am rejecting this response because:
the entire case including the standard adaptor has been replaced once, then you sent me another adaptor... Now I have three of them. The volume controls on the EarPods do not work with any of the combinations of the above listed items.... Sending me three more adapters is nothing but a waste of time

Regards,

******

Consumer Response: No, none of the adapters that were sent to me allow the volume controls on the ***** EarPods to function.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

I am going to set up RMAs for you for both these orders. Please bear in mind that there is a $5 freight charge per package. You will be sent an email for each label to get that back to us. Each is under the email of the original order. Please include any and all warranty items you have received that you still have in those packages. Please make sure both labels are used and packages are separate. You may bring these to FedEx or USPS once you have attached those labels. The process takes at least 3 1/2 - 4 weeks. 

Please understand that the later order is within a somewhat standard exception for returning a package, the older item is very far outside of what we normally make exceptions for and would need to be considered a very unusual one-time exception.

Please let us know if you have any questions.

Best,

Sarah


9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof states their fre case for an ***** is submersible to 6.6 feet of water for one hour. When I purchased my phone on 12/13/14 I was talked into buying this $80.00 case. When ***** with ***** put the case on my phone in December the case has never been taken off until Saturday, September 12, 2015. I've never had my phone in or around water until the 12th. My phone was in my hand in an inch of water for a couple seconds, literally. The case failed and water entered the case and ruined my phone. The water entered the case through the small one inch clear square on the back of the case. I reached out to Lifeproof, incident #********, Saturday evening, requesting them to pay my $200 deductible to replace my phone because I was not at fault for this defective case. Alexes with Lifeproof advised: I’m very sorry to hear that your device is damaged! This is not a normal occurrence for phones protected by LifeProof, unfortunately we cannot replace any damages to your phone but we did place an order for the replacement of your case. Please feel free to reply to this email with your decision. Thanks! I did respond to this email and I still have not received a response. I understand Lifeproof not wanting to pay for the replacement of my phone if the case was damaged due to something I did, but I did not cause this case to fail, I did not manufacture this case. Lifeproof did and they state their cases are submersible up to 6.6 feet of water. They need to stand behind their product if they are going to state this. This was not my fault. I sent them a picture like they requested. I explained I do not want another case, I will never use their products again especially since they are not standing behind their product.

Desired Settlement: I expect Lifeproof to pay the $200 deductible so I can replace my phone.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with devices. It does explain this in an insert that comes with each LifeProof case. Here is a link to our limited warranty:

https://www.lifeproof.com/en-us/warranty-full.html

That same insert does explain a water test should be administered before use. It sounds like the case was installed by Sprint, and we are not clear if this water test was done. We would have encouraged any customer to do the water test before the case and phone went into water. This also needs to be done periodically, in case of slight rips and cracks that might occur on the case. There could also be errors with making sure plugs are fully closed. 

It does look like we did send you a replacement on your case. Please do let us know if you have any difficulty receiving that.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:  I did not damage the case, it was not my fault.

Regards,

*******

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Here is a copy of the email I sent their CEO: Gary, I am writing to tell you of two disappointing experiences with your company today. I have posted this on your facebook page as well. My daughter’s ****** ** screen cracked this morning, while fully encased in a Lifeproof case, after falling 2-3 feet onto our wood kitchen floor. Your product’s packaging has clear claims/guarantees that the product protects against such damage. I have enclosed a picture of her phone and two pictures of the claims on your packaging. My daughter, *******, was incredulous that her phone cracked while enclosed in your case. I called your call center and spoke with Rashay and her manager, Jim. Jim would not give me his last name or any identification number, nor would he escalate the call any further, stating that nobody above him talks to customers. I am a VP of customer care for a service provider and I talk with customers from time to time, so I had a hard time believing Jim. Rashay offered to send me a refund check for the $80 price of the case, but after consulting with Jim, she withdrew that offer unless I could provide the original store receipt. We bought the case at **** *** (I think) in 2013 and do not have the original receipt. However, the original case became defective and Lifeproof replaced it with one that came directly from your company. I have the box, with the price stamped on it and several identifying stickers/numbers. The case that failed to protect *******’s phone did not come from **** ***. It came directly from Lifeproof. So at this point, we have one defective case and one that did not live up to the claims printed on the box, which state “survives drops up to 6.6 feet” and “withstands unexpected drops and shocks.” I asked Jim to use flexibility and make a common sense decision, but he said Finance would not approve a refund check without a receipt. I am now appealing to your common sense and customer focus to make this situation right. I look forward to your response. ***** ****** ************ ***************************

Desired Settlement: I would like a refund for the price of the product, not a replacement product. I will have to pay to replace the screen of this phone. If the product did what it's packaging claimed, the phone would not be broken. I could ask for a new phone, but I am simply asking for the price of the product to be refunded to me.

Business Response: Dear *****, 

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to assist with devices. This is stated in an insert that comes with each LifeProof case. You may also find this information on our website:

https://www.lifeproof.com/en-us/warranty-full.html

There is no case out there that 100% assures you will never have damage to your device. With any case, there may be an unusual string of events that lead to a case not providing optimal protection.

So you know, we are not able to transfer customers higher than our company managers here. We are being absolutely truthful when we state this. 

We do need an itemized receipt showing the purchase of the case within a year for third party refunds. That said, we are absolutely happy to get you into any case you like, save our battery cases, as long as you can show us a picture of the case and the damaged device.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

If Lifeproof's position is that their case cannot be guaranteed to protect devices, they should not make such claims on their packaging as:
> Survives dops from up to 6.6 feet
> Withstands unexpected drops and shocks
> Full screen protection and functionality

These are false and misleading claims. An offer of a new case is worthless, as the current case did not protect the device. I think a refund request is very reasonable. I have a damaged phone. I did not request that they provide me a new phone, just the cost of their substandard product. Why would I want another substandard product?

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

I have looked into it and I should be able to make a very rare, one-time exception to get you a check refund on your case outside of a year.

This is what we need:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (normally needs to be within the last 12 months but we should be able to work with 2-3 years ago)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

I am happy to send an email to you from your original incident, if you accept this offer, so you can get us those photos. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

This response looks very promising until I reach the very bottom, then they are not saying anything different than what they have already told me. I can provide all of the information that they request except the receipt/invoice from the original purchase. The call center and facebook teams offered me a refund check if I could provide the receipt. I have stated repeatedly that I cannot provide a receipt from the original 2013 purchase at **** ***. The case originated from Lifeproof, and the replacement case we received in 2014 came directly from Lifeproof in the mail. If they will accept all of the requested information, other than the receipt, then we have a deal. Otherwise, we have not advanced this discussion at all.

Please provide my email address: *****.******@************** to the respondent from Lifeproof, per her request, so she can contact me and provide me with an email to send her the request information. I will send all of that, but need to clarify whether or not they will drop the demand for the **** *** receipt.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Our finance department does require that receipt to refund your case. We do know some time has passed, but bear in mind, we are making a very rare exception to get you this refund as you are technically outside of warranty and outside of the one year since purchase of the case. Please bear in mind that not everyone qualifies for a third party refund. We are working hard to make an exception where we can. 

I did call the **** *** in your area, and they said that you are absolutely welcome to go by the store with the credit card you used then or with the phone number the order would have been under to see if they can pull that up again. 

That said, we are still happy to get you a replacement on your case, and even get you up to two cases if that helps. The only exception would be our battery cases. We just need that requested information, less the receipt. 

Please let us know if you have any questions. 

Best,

Sarah

Consumer Response:

***** ******* ***** ***************************** *** ************************ ************************ ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* ********* 

I remain unsatisfied with the business’s response.
***** ******

9/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $60 OtterBox because they advertise as "Otterbox certified drop protection". I am 5'3" and had my ****** * in my hand with my otterbox on it. my hand was at my side, which means it was not even the whole 5 feet in the air when I dropped it and the whole front of my phone shattered. I had just bought the otterbox case and put it on my phone 2 months ago. When I called the company, I was told that the warranty only covers the cost of the case if the case is damaged. If the company is going to advertise as certified drop protection, then the company should stand by that even though your product did not protect my phone when dropped.

Desired Settlement: Otterbox customer service said that as long as I provided the neccessary information they would refund me the cost of my otterbox case. However, Lifeproof cases stand by their product and will pay for the damages of the phone to be repaired or will send them a replacement phone. If Otterbox is going to continue to advertise their product as they are then they should stand by their product and fix ones phone when their product does not work.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with devices.

To clarify one concern: our sister company, LifeProof, has the exact same policy. You may be thinking of LifeProof's Total Water Protection Plan, which is a plan that LifeProof customers may register for, when purchasing the case from Verizon, that covers specific water damage to the device. Other than that, neither brands cover damage to the device.

We cannot warranty something we have not manufactured and the case does not act as an insurance policy on the device. We do not state anything to the contrary on any of our packages or marketing materials. You may read more about our limited warranty here:

https://www.otterbox.com/en-us/warranty-full.html

We are still happy to get you a refund on your case, as it looks like we have already offered. We just need those requested photos.

Please let us know if you have any questions.

Best,

Sarah


9/14/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an **** 4 and I have the otterbox the defense case to protect it from everything. I purchased it at ******* ******** and a week later it was falling apart. I took it back to the store and advised them of my issue. I contacted otterbox and let them know my problem. They kept telling me to do the online process, I am furious bc all I want is an replacement I shouldn't have to do all of that just to get my replacement its too much and I am tried I wish that I never would have purchased the case.

Desired Settlement: All I want is my defender case replaced including my clip and I don't want no black because mines is not black it teal and white.

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

We are not finding a recent warranty claim for you. We are seeing one from about a year ago for a **** 3 case and an i***** ** case that was never completed. It sounds like you have a new device and a new case.

We do need to gather some fresh information to get you that case. The information we need the following:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 

We also need your contact information verified so we can set up an incident. I am happy to send this photo request to you from the incident once we have one set up for you. 

Once we get this information, we are happy to set up an incident for you and send out that case.

Please let us know if you have any questions.

Best,

Sarah

9/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof advertises in bold letters that their case protects phones from drops less than 2 meters ( 6'6"). I purchased a case with my daughter last Friday, at a **** *** ** ****** ****** ********. The **** *** mobile services employee installed and tested the case. Over the weekend her phone was knocked off the kitchen counter and the screen shattered. Lifeproof refuses to pay for the repair of the damaged screen. Why offer and promote a product specific to protecting a device when the failure of that product allows damage to occur.

Desired Settlement: Lifeproof should pay for the replacement of the damaged screen and replace the case that was defective.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

Per our limited warranty, we are unable to assist with devices. Please note that each LifeProof case has an insert that states this. Additionally, most of our packages have a link on the bottom to the place on our website that explains this limited warranty. 

Here is that link:
https://www.lifeproof.com/en-us/warranty-full.html

There is no case out there that 100% assures you will never have damage to your device. The case is meant to give you extra, added protection, but there are certain falls at certain angles that still may result in a damaged device.

We are still happy to get you a refund on your case. What we need is the following:
1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date


Please let us know if you have any questions.

Best,

Sarah

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Phone was in a LifeProof Case when someone bumped into me while running to catch public transit onto the concrete and shattered. Clearly not my fault. So, I called ******** sent pic they want me to pay $175 via insurance claim. Why would I pay $175 to replace a phone to then turn around and pay $800+ to own it? simply because the device is poor quality. I call LifeProof Case and they say they can send me a new case. But it seems no one wants to take responsibility for a shattered phone even though it was in a LifeProof Case and Insured. I'm sorry I feel robbed three times in the hopes that **** will bring some sense to this situation. THIS IS FROM YOUR WEBSITE and I quote:"Take your tech into the toughest environments with LifeProof waterproof ****** * cases. FR, ND and FR Power ****** * cases are waterproof (submersible to 6.6 feet), dirt proof, snow proof and drop proof (6.6-foot MIL-spec standards). Waterproof ****** * cases are tested at the factory to ensure a leak-free fit. And, they all come backed by a 1-Year Limited Warranty."

Desired Settlement: If I have to pay $175 to ******** for replacement I feel that LifeProof should definitely cover the cost not tell me that it was an unfortunate accident and sorry but we can send you a new case. No. I didn't buy the case to protect and replace a CASE I bought the CASE to protect an ******* ****. I need a new FR Power for ****** * Case and monies for replacement.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any concerns you may have.

Per our limited warranty, we cannot assist with your device. We are unable to warranty something we have not manufactured, and the case is not an insurance policy on the device. You can read the text of our limited warranty here:

http://www.lifeproof.com/en/policies-and-warranties

Please see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We extensively test our products, but there is no case out there that can assure you will never have damage to your device, especially with a hard and sudden fall like the one it sounds the case and phone took.

It does look like we have offered a check refund on the case itself. That offer still stands. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

Thanks for your speedy response. And yes I did speak to someone before your response. Thank you. But, she said she would send an e-mail with instructions to get check and I have not received. Please send info to receive check ASAP to *****@***************.  I can be reached at ************. Thanks you. I have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as I receive the check.

Regards,

***** ********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

This is what we need for a check refund on your case:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

We did send a link from your incident: I am happy to send that again. Please let us know if you prefer the email in this complaint, as the one we have is different and may be incorrect. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: I promise I have not received anything requesting anything. My e-mail address is *****@***************. Please provide an e-mail I can send items requested to.   The phone is currently still in the case and shattered. It is being held together by the film over shattered glass and two pieces of tape I applied right after the incident. If I even attempt to move the phone it will cause personal injury to me by the glass pieces injury me. But here are all other things requested.

Standard Warranty Case Photo:
•Your entire case, including parts that are not damaged  CAN NOT PROVIDE (POSSIBLE PERSONAL INJURY)
•Any design or pattern on your case, such as camouflage N/A
•Your handwritten name, current date, and signature
•The Serial number or product code found inside your case 
2)Damaged Device Photo:
•Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
•Your handwritten name, current date, and signature
3)Purchase Receipt or invoice:
•Purchase date (within the last 12 months)
•Case or product that was purchased
•Purchase price
•Retailer contact information, including phone number
•Your handwritten name & current date

AND you can verify all everything is true and mine from my ******* account when I posted the picture and initially contacted you all (@************) Check ******* for all verification.


Complaint: ********

I am rejecting this response because:

Regards,

***** ********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any concerns.

I did resend that request to your new email address. There had been a different one in the incident. We do need some fresh photos, as the photos all need to signed name, printed name and date, handwritten on a sheet of paper, in the image. The receipt needs to be printed out and photographed with that handwritten information. 

We apologize if you are nervous about taking the case off the phone, but we must get pictures of the disassembled case and serials off the case in order to do this refund or warranty.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

***** ********

Look I don't know what this hustle is about but i'm tired of being hustled FRESH PHOTOS WHAT? My store was broken into I DON'T  have time for this mess. The only thing you don't have is the serial#  I sent pix via ******* (************) is my username get them there. I also sent more via e-mail get those too. Nothing has changed. I want you to stop playing these see saw games with me so the BBB can cancel this case. And I am not sending anything anywhere else but through this platform because let you all tell it you haven't received it. I have done all that was asked of me on multiple occasions. At this point it's ridiculous and I promise if I don't get my check to replace this phone by next week Friday I am going to post my entire account on my blog (http://***************/blog) and blast for the next 60 days on social media. I'm tired and this harrassment is enough (SERIAL # ***************) THERE IS ABSOLUTLEY NOTHING THAT YOU REQUESTED THAT I HAVEN'T PROVIDED. STOP WASTING MY TIME!!!

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any frustration this has caused. 

We do see that same broken device photo in a number of places. I did check ******* as well. The issue we have been running into is that we need specific information in a specific format to process refund checks. The serial that you provided did not validate, though thanks for getting that to us. We are not trying to give you the run-around. The process for refunding cases is very exact and often takes a few turn-arounds to get the correct information. Additionally, though we can tell you are eager to get that check, it is logistically impossible to get a check in anyone's hands faster than 3-4 weeks, so please understand that your demand to get the check next week is very unreasonable under any circumstance. We understand you are free to post whatever you like on social media, but bear in mind we are truly trying to get the information we need to get you that check and are absolutely not trying to find ways to deny it. Our finance department needs to have all the i's dotted and t's crossed in case of an IRS audit. This is one of those things we need to keep in good order. 

I am working with what you provided by calling the ******** store at **** ** **** **** *** * ********** ** *********** ***** *** *******4.

They did verify that this is an authentic receipt. 

That said, the receipt you provided is not a purchase receipt but an exchange receipt. We can see you spent $99.99 on the original case, but we actually need the receipt from 6/8 in order to process that check. 

The manager at the ******** store has printed out that original receipt and is keeping it in the office for you to pick up. Once you get that, if you could take a photo of the receipt, signed and dated, and upload it to the original incident, we will be able to process that check.

Please let us know if you have any questions. 

Best,

Sarah

9/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I currently have a ******* ****** ** edge through the ******* edge program. I purchased an otterbox from my local ******* store for the phone before the phone even arrived via *****. The phone has been in the otterbox since the second I opened the box. The otterbox for the phone is completely worthless. One piece of thin hard plastic, no screen protector, and the piece really only protects the back of the phone and doesn't extend out faround enough in the front to protect the most vulnerable part of the phone, the screen. The first time I dropped my phone from maybe knee height onto a wooden floor my screen cracked. After only having the phone for 2 months! As I will be paying for a phone for 2 years, over $600 and phones aren't cheap there should have been a better case made for this phone. I have dropped a phone off of a roof with a defender case on a droid razr m and it did not damage at all, yet a 4 foot drop onto wood cracks the screen of my brand new phone? I am highly upset with the quality of this case and I have used otterbox for every phone I've had within the last 4 years. Luckily the phone still works but I do not like having a cracked screen on a phone I haven't even had but a couple months.

Desired Settlement: Otterbox to pay repairs of my broken screen and make a better case for these phones, as they are newer phones and should have just as good of cases as the regular ****** ** defender and commuter cases, not just one piece of plastic that protects absolutely nothing.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

Per our limited warranty, we are unable to assist with damaged devices. While we do give you great extra, added protection, there is no case out there that will 100% assure you will never have damage to your device. This is explained on our website, here:
https://www.otterbox.com/en-us/warranty-full.html

We are not clear if you have contacted our warranty department yet, as we have not been able to find a recent incident under this contact information. If we have not already taken care of you through our warranty system, we are happy to go ahead and make an unusual offer for you that is rather outside our normal warranty. We are happy to get you a check refund on your case. To do this, we need the following:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

Please let us know if you have any questions.

Best,

Sarah

9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Recently, I purchased an ****** * Lifeproof phone care for $79.99. After several months, the waterproof phone case began to crack and was no longer waterproof. The company was contacted via website about issue but a response was never delivered to me.

Desired Settlement: Replace the ****** * Lifeproof (white) case.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays. 

I am not finding any warranty under the contact information provided. It is possible that it fell through the cracks somehow. We are happy to get that warranty rolling again. I can begin to get it set up under the information you have provided here, or I can direct you where to go to get that set up again. The second option will likely be quicker. 

You may call us at P:888-533-0735

or you may visit us at our warranty page on our website.

https://www.lifeproof.com/en-us/warranty-claim

Please let me know if you need any additional help from me.

Also please know that we always answer warranty claims within 2-3 business days, so always feel free to call us if you have not heard from us.

Please let us know if you have any questions.

Best,

Sarah

9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In March of 2015 I purchased a Lifeproof case for my new phone, with the Total Water Protection Plan that guarantees if the case fails, they will repair or replace it. It was advertised as being drop proof, dust proof, water proof. Five months later, the first time my phone was accidentally submerged, the case failed. Water got in my case, fried my brand new phone, irrevocably damaging it. I spent FIVE MONTHS going back and forth with the company. They jerked me around, trying to tell me I was not enrolled in the TWPP. Then they gave me a replacement phone that was not the right provider. They told me they did not partner with my provider and I could either have my provider replace the electronics and void the warranty, or accept $250 for a new phone, when the cost is $480. After numerous calls and complaints I FINALLY received $400 for a replacement phone and a new case. FIVE MONTHS after the initial damage. Eight months later, just this past weekend, my phone is accidentally submerged again for the first time...and guess what? The case fails, water gets inside and fries my phone. The company tells me my warranty is up, that they cannot guarantee the phone. I am baffled and so irritated that this product has TWICE failed to live up to the product guarantee and promise as advertised. I now have to purchase a new phone. A customer service rep told me "even a short drop of 2 feet can cause a part to get out of place and make the case no longer water proof." Two phones, two cases, two failures within 12 months. This is totally unacceptable. Two other friends said they previously purchased Lifeproof cases. One said after 6 months use the case was not holding up. The other said it was causing the phone to heat up in the case and caused condensation inside the case.

Desired Settlement: Honestly, it would be nice if this company could live up to their guarantee. It would be nice if I could get my phone replaced since their product has failed not once, but twice, and failed to live up to the advertised guarantee. I am not holding my breath, but at the very least the BBB should know that based on my experiences, the product UTTERLY FAILS to meet the standards as advertised.

Business Response: Dear ******,

Thanks for getting in touch with us and sorry for any delays.

I did reach out to our TWPP Department to look further into your issue. I am not finding anything under the information provided. If you could get us your claim number, contract number, original registration number and/or the phone number you originally filed your TWPP claim under, we should be able to get some more information for you. 

Pending what we can find out from that department, we can look further into what we might be able to do to assist you. We can almost always help you out through our standard warranty system to get you a new case if TWPP coverage is no longer in place. 

Please let us know if you have any questions. 

Best,

Sarah

9/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: PURCHASED A LIFEPROOF NUUD FOR MY ****** ** ON 5/19/2015 BECAUSE IT WAS ADVERTSISED AS WATERPROOF, SHOICKPROOF, EWTC INCLIUDING A STICKER ON TEH FRONT OFTEH CASE THAT STATES DEVICE MAY BE REPLACED UNDER WARRANTY. ON 8/22/2015 DROPPED PHONE IN RAIN PUDDLE AND QUICKLY PICKED UP- PHONE NO LONGER WORKS- OBVIOULSY IT IS NOT WATERPROOF TO 6.6 FEET AS ADVERTISED AS A RAIN PUDDLE IS NOT 6 FEET DEEP. CONTACTED CUSTOMER SERVICE THEY WANT TO REPLACE TEH DEFECTIVE CASE- WHY IN TEH WORLD WOULD I WANT A REPLACEMNET FOR A DEFECTIVE CASE THAT DID NOT STAND UP TO ITS ADVERTISEMENT THE FIRST TIME? THE DEVIDE SHOUDL BE REPLACED BY LIFEPRROOF AS ETH CASE IS BEING DECEITFULLY SOLD TO CUSTOMERS AND ADVERTSIED FALSELY

Desired Settlement: I WOULD DEFEINITELY LIKE THE ***** ****** ** REPLACED AT LIFEPRROOF'S EXPENSE AS TEH PRODUCT IS BEING MISREPRESENTED AND I WOULD LIKE A REFUND OF THE CASE THAT IS BEING SOLD WITH DECEITFUL INTENT TO DEFRAUD CUSTOMERS- ANY CASE CAN BE PURCHASED FOR THE DEVICE BUT THIS COMPNAY IS ADVERTISING AND NOT BACKING UP THE ADVERTISEMNET DESPITE THIER WARRANTY!

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to assist with devices. This limited warranty is stated on an insert on each case.

LifeProof packages also generally have a link to the place on our website that explains the limited warranty. Here is that link:

http://www.lifeproof.com/en/policies-and-warranties
Please see 
LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We still may be able to get you a refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:

This is what we need:
1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date
Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
As you can see from the attached picture- this Lifeproof Nuud case that I purchased 5/19/2015 has a 1 YEAR TOTAL WATER PROTECTION PROGRAM (DEVICE REPAIR OR REPLACEMENT PROGRAM IF WATER DAMAGED) STICKER IS ATTACHED TO THE PACKAGE OF THE CASE.
Therefore, I expect Lifeproof Nuud to fufill the obligation of the 1 year Total Water Protection Program.  How can I expect this to be handled?
Yes, the limited warranty that was documented in the prior email is stated however the case that I purchased for this device specifically states DEVICE REPAIR OR REPLACEMNET PROGRAM.


Regards,

****** *********

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

It sounds like you do have TWPP. Not all LifeProof customers do, so knowing that helps. Thanks for that information. I checked with our TWPP department to see if you had registered with TWPP. They did see that there was a partial registration. Just a head's up: it is under ****** ********* (a name we could find in one of the photos you sent to us), not under yourself. The contract holder has a totally different first and last name from yourself or ******. If you can have that name handy that would be helpful but should not be absolutely required. Bear in mind the information that was received is very incomplete. The TWPP department told me the do have an IMEI number on file. As long as the cellular device you are doing a claim on matches that IMEI number, you should be able to file a claim with them. 

Please be ready to give them your last name and zip code as the number here is not on file with them. Once again, the first name you want to give them to pull it up is ******. We had a little bit of trouble finding it. 

You may reach our TWPP department at 877-394-6001.

Please let me know if you have any questions.

Best,

Sarah

9/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a otterbox defender case for ****** * ****. My phone stayed in the case since the day it was purchased, somehow i have a crack on my screen, this is ridiculous that i paid all this money for phone and case and now i have a crack on my phone. I have contacted otterbox and they act like its not their problem!

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any distress you may be experiencing.

Per our limited warranty, we are unable to assist with any devices. This may be found on our website, here:

https://www.otterbox.com/en-us/warranty-full.html

We are not able to find your original incident. If we have not yet replaced your case, we are happy to do this. We may even be able to move you into a case for a different device if you can send us documentation of both the case and the damaged device. This is what we would need:

1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)

We are happy to look further into your issue to better assist you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because I bought the otterbox for a specific reason, to protect my device. It did not protect my device like it was advertised to do. Very disappointed and very sad because I have always used otterbox cases for every device I have ever owned. Iam really hoping something can be done because I do not think its fair I have to replace or repair a device that was damaged due to a faulty case or advertisement. 

Regards,

***** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
Bottom line I want my phone replaced! I will give u all the information you need. I can send you a receipt for the case! But replacing the case is not going to fix my phone. How do you want me to send receipt info? 
Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are definitely happy to try and refund your case. Bear in mind, while we are unable to replace the device, we are happy to get you this check to get you some cash in hand.

This is what we need:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature
3) Purchase Receipt or invoice:
• Purchase date (within the last 12 months)
• Case or product that was purchased
• Purchase price
• Retailer contact information, including phone number
• Your handwritten name & current date

It may help us speed this up if we can find the original incident from when you called, if any. So far we have not found this incident. Perhaps it was under someone else's name? I am happy to get an incident set up if we don't have one already, then we can send the request for pictures from there. You could probably send the information through here as well. 

Please let us know if you have any questions.

Best!

Sarah

9/10/2015 Problems with Product/Service | Complaint Details Unavailable
9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: WARNING!!!!!!!!!!!!!!!!!!!!!!!! LIFEPROOF COMPANY IS A FRAUD!!!!!!!!!! THEIR CLAIMS FOR BEING WATERPROOF ARE COMPLETELY FALSE!!!!!!!! IN OUR EXPERIENCE WE WERE BLAMED FOR THE FACT THAT THE CASE WAS NOT WATERPROOF!!! HERE'S OUR STORY: I purchased a black/clear ****** ** fre lifeproof case on Monday, July 13th at the ******* at ****** ******** ** ******* **. On Saturday, July 18th, my phone was dropped in the water for approximately 5-10 seconds. When I retrieved the phone, I noticed water in the phone case. I quickly removed the case from the phone and took the phone to the **** store. The **** store informed me that the phone was not guaranteed to work again, so we had to purchase a new phone. Our loss in a matter of 10 seconds was $640. In the meantime, ****** ******** phoned the Lifeproof company using the 1-888 number in the box. She first spoke to a customer service representative and was told that they would only replace the case and that they had no responsibility in replacing the phone. She asked to speak to a supervisor and was transferred to Cody. He repeated the customer service representative's information about not being responsible for replacing the phone and he was so terribly sorry that our phone was ruined. He could only replace the case for us, but could not return money for us for the case nor could he replace the phone or pay for the phone. ****** read to him from the box that it was waterproof, "fully submersible to 6.6 ft". He told her that they had done rigorous water testing on the case and something must have happened to it between Monday and Saturday at our home. This is false advertisement. DO NOT BUY FROM THIS COMPANY!!!!!! This phone was purchased for our teenage daughter for her safety and now it is ruined. As a side note: On Saturday, July 18th, I took back all Lifeproof cases to return for our money back and was informed that the ****** case that I purchased in May 2015 for my wife's mother's day gift was defective also. The **** sales lady showed me that the bottom left corner of the phone case had movement in it. Which means the seal was not working. Please return your products, get your money back, or do not purchase.

Desired Settlement: Our desired outcome is complete refund for phone and all three cases we own. phone: $550 (2) lifeproof fre cases and (1) lifeproof nuud case: $270

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are unable to replace devices. There is no implicit warranties or insurance on the device that may be construed by descriptions on our packaging. Additionally, inside each LifeProof package, there is an insert that explains that we do not warranty the device. We do extensive testing our cases, but there may be a number of reasons a case may not offer optimal protection, including, but not limited to, errors in inspection of the case before entering water. 

It looks like we did offer a check refund on the case itself, but have not received that information yet. That offer stands, if you are still interested.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:the wording in the ad and guarantee on the outside of the box. The conversation of the salespeople in the stores about the product. The complaints on line from other unhappy and dissatisfied customers who have had the same problem and loss as we have. The product is not waterproof as they advertise

Regards,

******* ********

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

We do apologize if it has been an upsetting situation. I can assure you the word "guarantee" is not found anywhere on our packaging, and there is no implied guarantee, warranty or insurance coverage on your device through any element of our packaging or promotional materials. Failures of the case are almost impossible to pinpoint to the exact moment and cause: there could be a small tear that was undetected at the moment the case and phone entered the water, an error with sealing the plugs, an incorrectly done water test before installation of the case or a variety of other events that may have happened. 

In addition to the insert that comes with each case, most of our packages have a link to the location on our website that explains the limited warranty. Here is that link:

https://www.lifeproof.com/en-us/warranty-full.html

We are extremely happy to assist with a refund on your case, if you can get us the requested information.

Please let us know if we may be of further assistance.

Best,

Sarah

9/3/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an ****** ** with a lifeproof case on it. I received the case in the beginning of this year from LifeProof as a replacement for one that was damaged. The first ones I purchased was maybe 4 years ago, around December. I dropped my phone from a height of about 2 feet and my screen shattered. I called lifeproof (spoke to Sheridan) and was told they do not cover the device since they did not manufacturer the phone. They offered to send me a new case (the case is not damaged). The company boasts on its website that it "protects your device" from snow, water, dirt, drops or shock. Actually shows video of people doing outdoorsie activities and having a warm fuzzy feeling that they can not worry about their phone because the case "protects" it. I cannot fathom why they are allowed to state that if that is not what they do. I purchase the LifeProof cases, because I was under the impression that I was protected.I feel duped by this company. I feel stupid.

Desired Settlement: I believe they should not claim to protect a device from the things they said a device is protected from, and not just change wording around but be honest about what the company does. At least say on the website (not hidden somewhere within) that it doesn't cover your device if something happens to it.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you have experienced.

It is correct that, per our limited warranty, we do not replace devices. This is explained in an insert that is included in each LifeProof package. Also, at the outside bottom of each LifeProof package is a link to the location on our website that explains the limited warranty. 

This is the link:
http://www.lifeproof.com/en/policies-and-warranties

That said, there is no case out there that assures that you will never suffer damage to your device. While we test our product extensively, we can't anticipate every combination of factors that a device and case may be subjected to, including a device that may have been through the stress of age and other kinds of wear and tear. 

We are happy to warranty your case. While we normally are not able to do this, we are happy to get you any case you like, aside from out battery cases, especially should you require an upgrade. Normally the warranty is just for one year, but we can definitely help you out this one time. 

This is what we need:

1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)

Please send these photos as attachments in a reply email, taking care not to change the subject line of the email.


Please also let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: the website and informational literature state "protects device from drops", "protects device from being under water up to 3 meters", and more. The device was not damaged when it fell from two feet, my screen was. I do not need a new case since that one is less than a year old and fine. (Obviously it's not fine since it did not do what it stated-"protect my device from drops of under 6 feet 6 inches"!). I think it should be stated clearly, not in fine print or among pages somewhere on your website that life proof is not "proof" but maybe "resistant" to life's adventures. 

Regards,

****** ********

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

Both the website and informational literature explicitly state that the LifeProof warranty does not include coverage of the device. This is actually in bold print in the pamphlet. Our website states the same. We do not in any place in our packaging or marketing materials state that we assure you will never have damage to your device. There is no case out there that can offer this assurance.

You are technically outside of our one-year warranty, as the original purchase was made 2-3 years ago. It sounds like the device may be older as well. There is an increased chance of natural wear and tear to a device that is on the older side, regardless of the case that it is in. We have no way of tracing every event in the life of the case and the phone, and there is no way to pinpoint the exact way the damage may have happened. 

We are very happy to warranty your case and get you any case you like (save our battery cases). Since you may be due for an upgrade on your device soon, depending on your carrier, and we are hoping you may find this offer useful.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because: I have been on your website. I have seen no such statement that you described. I am not looking for any handouts. I have purchased an upgraded phone, fixed my screen, and purchased another case. You obviously cannot give me what I am asking, which is do not say you do something when you don't. 

Please close this case. I have said all that I need to say. 

Regards,

****** ********

8/31/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My Otterbox ***** ** case broke, I filed a warranty claim and not received an response.

Desired Settlement: I would like my Otterbox case replaced.

Business Response: Dear Mrs. *******,

Thanks for reaching out to us and sorry for any delays.

We are not seeing your claim, but, per your information, I went ahead and sent out an **** * Defender case to you. We only have black left so I am hoping that will be OK. I sent it ***** 2nd Day, so it should get to you next week. The order number is **********. You should get tracking information by Monday. 

We normally have a $2.99 shipping and handling fee but I waived it this one time. 

Please feel free to call us, moving forward, if you do not hear back from us. It looks like you claim may have just fallen through the cracks.

Please let us know if you have any questions.

Best,

Sarah

8/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof case last October and had some malfunctions and by warranty was given a new one. Then about a week ago i dropped my phone in the LifeProof case and my screen cracked in various locations. I am upset because on their advertised box it says shock proof which also says "Drops, knocks, tumbles." When i contacted them to discuss my options they told me their definition of "shock proof" was interior shock nothing with the phones actual physical condition. I feel they should refund me for the case and pay for a replacement phone because their advertising says that my phone would be "knock, tumble, and drop" proof and that is clearly not true.

Desired Settlement: I feel they should refund me for the case and pay for a replacement phone because their advertising says that my phone would be "knock, tumble, and drop" proof and that is clearly not true.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we are not able to assist with devices. There is a pamphlet that comes with each LifeProof case that states this. The website also explains as much. Many of our packages have a link to the limited warranty text. Here is that link:
https://www.lifeproof.com/en-us/warranty-full.html

We are not seeing a current incident under this contact information. If we have not already sent a warranty item out, we are very happy to make an exception and get you any case you like under warranty (save our battery cases). What we need to do that is the following:

1) Standard Warranty Case Photo:
• Your entire case, including parts that are not damaged
• Any design or pattern on your case, such as camouflage
• Your handwritten name, current date, and signature
• The Serial number or product code found inside your case 
2) Damaged Device Photo:
• Damaged phone or tablet (If your phone was water damaged, then we will need documentation of that specific damage)
• Your handwritten name, current date, and signature

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: Yes there is in fact a attachment in each box. I am stating that on your boxes you claim the cases to be "drop" proof which to you means shock proof, but you give no definition of shock on your product. Therefore you are false advertising and I will not make a claim for a new case because it's my phone that is broken not the case. 

Regards,

***** *******

8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASE A LIFE PROOF CASE WHICH IS SUPPOSE TO BE WATER PROOF UP TO 6 FEET OF WATER FOR HOURS AND MINE FELL IN THE TUB AND NO LONGER WORKS, WATER GOT IN AND THE PHONE WENT DEAD. THEY ARE SAYING IT IS ONLY WATER PROOF IF I FILLED OUT A CARD WHEN I PURCHASED THE CASE. I WAS NEVER GIVEN THIS SO CALLED CARD TO FILL OUT. IF THE PHONE IS WATER PROOF WAHT DOES THAT HAVE TO DO WITH THE CARD? THEY KEEP OFFERING ME ANOTHER CASE BUT WILL DO NOTHING ABOUT THE PHONE! I PURCHASE THE CASE ($80.00)TO PROTECT MY IPHONE FROM THIS MISHAP BECAUSE IT SAID WATER PROOF I COULD HAVE JUST AS WELL PURCHASE A $5.00 CASE IN THAT CASE. THEY KEEP TELLING ME THE PHONE IS ONLY WATER PROOF PROTECTED IS I HAD FILLED OUT THIS CARD THAT I NEVER RECEIVED. THIS IS "BULL" WATER PROOF HAS NOTHING TO DO WITH WHAT CARD I FILL OUT OR NOT, THE CASE SAYS WATER PROOF RIGHT ON THE BOX! I FEEL THEY SHOULD REPLACE MY PHONE BECAUSE THEIR BOX SAYS WATER PROOF AND IT CLEARLY WAS NOT! THEY ARE VERY RUDE AND ALL THEY DO IS REPEAT OVER AND OVER AGAIN, "WE ARE SORRY, BUT YOU DIDN'T FILL OUT THE CARD" I SPENT SEVERAL HOUR(4) ON THE PHONE WITH MANY CUSTOMER SERVICE REPS THAT JUST KEPT MAKING ME REPEAT THE SAME INFORMATION OVER AND OVER AGAIN. THEY SAID I HAD TO GO THRU ******* SO I CALLED THEM AND THEY SAID OTTER IS RESPONSIBLE BECAUSE IT SAYS WATER PROOF. I WAS TOLD FROM LIFE PROOF REP THAT MY YELLOW COLOR CASE HAS BEEN DISCONTINUED BECAUSE THERE WAS PROBLEMS WITH IT, AND WHEN I MENTIONED THAT TO ANOTHER DEPT, THEY SAID THAT REP DIDN'T KNOW WHAT THEY WERE TALKING ABOUT. THIS IS MIS LEADING WITH THE WATERPROOF RIGHT ONTHE BOX AND THEY SHOULD REPLACE MY PHONE BECAUSE THE CARD THAT I NEVER RECEIVED SHOULDN'T HAVE ANYTHING TO DO WITH THE QUALITY OF THEIR PRODUCT. THIS IS A SCAM!

Desired Settlement: THEY SHOULD REPLACE MY PHONE OR GIVE ME MONEY TO PURCHASE A NEW ONE. PLEASE HELP! THANKS ****

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

We have looked into your situation, and are happy to clarify what we meant by the card.

When customers purchase a case from a corporate ******* store (not from a ******* authorized seller), they are also given a chance to register for the Total Water Protection Program (TWPP). Customers do need to first fill out and send in this card to register for TWPP. TWPP needs to be in place to have coverage for the device. The LifeProof case itself does not warranty or insure the device. We do explain the terms of the warranty in an insert that comes with each LifeProof case. You may also see the text of the warranty here:

http://www.lifeproof.com/en/policies-and-warranties

Please see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We have already placed an order for a replacement case. While we normally are not able to also do a refund on the case, we are happy to do that under these circumstances. It looks like we did send you the information for what we need to process that.

Please let us know if you have any questions.

Best,

Sarah

8/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Lifeproof advertises waterproof case, showing all types of smart products being submerged in water and the product being safe. I had a lifeproof case on an ** for two years and never had an issue. I have had my lifeproof case on my ***** since summer began and over the weekend the phone got wet and it has not worked at all since. Believing their advertisements I filed warranty claim. I even called Monday, only to discover, even though the advertisements show it is safe to submerge your phone, they will only replaced the case for my now broken phone. I believe this demonstrates that they the are aware that their product malfunctions, but are unwilling to take responsibility for the damage it causes to the "protected" products.

Desired Settlement: I would like my phone replaced as well as the case.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any distress you may be experiencing.

Per our limited warranty, we do not assist with devices. We do apologize if there was any misunderstanding of this. We cannot warranty something we have not manufactured, and the case does not act as insurance, either implicitly or explicitly, on the case. You can read the terms or our warranty here:

http://www.lifeproof.com/en/policies-and-warranties
Please see

LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We are happy to replace your case. We may be able to offer a third party refund on the case instead of sending out a warranty: you may choose one or other of these options. We just need Item 1 for a warranty, or Items 1, 2 and 3 to do a refund. 

Item 1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
Item 2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
Item 3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date

You may upload the photos here or to the original incident (12671179). 

Please let us know if you have any questions.

Best,

Sarah



8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case on July 21st, prior to my trip to the ********* ********. I own an ****** * **** and was excited about the waterproof feature. I tested the case under a faucet with the provided product testing items included in the purchase of the case. As soon as I took my phone in the pool, it fogged up & started shorting out. The case leaked & ruined my phone. Not only did it ruin my phone, but I was unable to contact my family, complete work for my oil company or take any photos of the trip I spent thousands of dollars on. I called Lifeproof & they told me they could do nothing for me except replace my case, even though it was their failed product that caused my phone to leak and ruin numerous aspects of my trip. I had to purchase a new phone from *** for 600 dollars & Lifeproof said they do not help with devices that are affected while in their case ( which makes no sense since I'm trusting their case to protect my very expensive phone). .

Desired Settlement: Not only do I want a refund for the defective case ($90.00), I want a reimbursement for the new ****** I had to purchase ($600) as well as an apology for ruining my trip. Thank you

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

It is true that, per our limited warranty, we cannot assist with devices. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. That said, we cannot warranty something we have not manufactured, and the case does not act as a warranty on the device. The terms or our warranty can be found here:

http://www.lifeproof.com/en/policies-and-warranties

Please see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We are not seeing a lot of notes as to where we left off when you contacted us, it does look like we can either offer you any case you like (aside from a battery case) or offer a third party refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:

1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date
You may send these photos either to this complaint or to the original incident. 

We may be able to skip the receipt requirement if you decide to go for the case upgrade option.

Please also let us know if you have any questions.

Best,

Sarah


8/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: New Life proof shipped Mar 6 2015. New ****** purchase bill of sale July 2015. Life proof cost over $50 dollars they claim to protect phone against water damage....and scratches etc. I dropped the phone in the water along the shore...zero impact. Case intact. Dried exterior case. only later that night when I tried to charge phone it was not working. Dampness in charing port. The case was in good working condition. I paid alot of money and it clams it will protect my phone and it did not. Life proof claims they are not responsible for damage to the contents...then why did I buy the case if it does not do as it claims.

Desired Settlement: Pay for a new phone

Business Response: Dear *****, 

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with damaged devices. It does explain this in an insert that comes in each and every LifeProof case. You can find the terms of our limited warranty on our website as well:

http://www.lifeproof.com/en/policies-and-warranties
Please see 
LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations


We do see we have sent you a replacement on your case. Please let us know if you have experienced any difficulty receiving that. 

Please let us know if you have any questions.

Best,

Sarah

8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am livid. I spent $100 to protect my **** as the box says, but it got lightly splashed and now the whole thing won't work. I'm in employee at **** and instruct 5 people a day how to properly do it. I water text per the directions and everything seems good, until a small amount of water and it ruined my ****. I usually sell 10 a week, I won't sell them again

Desired Settlement: I would like them to replace my ****, I Don't want a new case. I would also like the money back that paid for case ($100) total damages $700 for **** and case

Business Response: Dear ***,

Thanks for reaching out to us. We apologize for any distress you may have experienced.

Per our limited warranty, we are not able to assist with the device. This is explained in an insert that comes in each LifeProof package. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

We can help out with a refund on the case itself. For that we need the following:

1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name * current date

You may send that to us here, or we can set  you up to send those items through your original incident. We do see it was under a different email address so alos let us know what email you want us to use there.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: 10758567

I am rejecting this response because someone needs to take a stand behind this.  Don't advertise something to protect a $600 piece of equipment and then have no recourse other than reimburse the price of case

Regards,

*** ******

Business Response: Dear ***,

Thanks for reaching out to us and sorry for any continued distress.

We do appreciate the passion of your argument. That said, we do not promise anywhere on our packaging or on any other promotional materials that we 100% assure you will never experience damage to your device. There is always a chance for error with any product, no matter how well a product is designed. We are not attempting to deceive customers. Please feel free to read over our limited warranty text:

http://www.lifeproof.com/en/policies-and-warranties

see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We stand by the offer for a refund on the case.

Please let us know if you have any questions.

Best,

Sarah

8/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Lifeproof case for ******  in January which was replaced last month by the company due to a tear over the volume button. Yesterday, July 18th, my daughter had her phone in the pool with her, which is only 4 ft deep. After approximimately 10 mintues, her phone began to malfunction and the screen turned solid blue and phone turned off. There was visible water inside the case, which was further evident when I took the case off. My daughter and I called Lifeproof 2 seperate times, but we were told that they can only replace the case and are not responsible for the phone. When I challenged them with their regards to their advertisement, the gentleman on the phone said "accidents happen". We had to pay $200 yesterday to replace a cellphone which we thought it was safe to have in water based on their FALSE advertisement. By now everyone is well aware on how to properly care for a cell phone. Had it not been for their claims, we would have never had the phone anywhere near water. If Lifeproof is willing to make such hardcore advertisising statements then they should be obligated to stand be their statement and refund us the $200 that we had to pay Sprint for a replacement phone.

Desired Settlement: I ask that Lifeproof refund us $200, which is the amount we had to pay to replace the cellphone.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with devices. This is explained in an insert that comes with every LifeProof case. Our warranty is just for the case itself and not for any other product, as we cannot warranty something we have not manufactured. Additionally, the case is not an insurance policy on the device. We do test our cases extensively. That said, there are a number of reasons a device still may suffer damage, including, but not limited to, a water test not being administered correctly or plugs not being sealed before use. 

I am having trouble finding your original incident: was it perhaps under another set of contact information? We would like to see what other options may be available at this time. 

Please let us know if you have any questions.

Best,

Sarah


Consumer Response:

Complaint: ********

I am rejecting this response because Complaint: ********

I am rejecting this response because I believe Lifeproof's statement gurantee of "waterproof" is very misleading. These are some of the statement gurantees per LifeProof's website:

A: "Water Proof: LifeProof delivers the highest rating against water ingress of any case on the market. That means you can surf, swim or soak without dunking your device."

B: "We build to the tightest tolerances, and for our engineers, there’s no guessing allowed. Crafting a case to these standards takes time, planning, and of course, a device to design it for."

C: "Life doesn’t slow you down, your mobile device shouldn’t either. Whether you’re adventure inclined or accident prone – the hazards of everyday life are no match for LifeProof."

D: "Mission"; "We seek to change the way you live, work and play with your mobile electronics. LifeProof’s premium smartphone cases, tablet cases and accessories are designed to deliver complete confidence and total freedom – the freedom to live however, whenever and wherever your life takes you."

E: "Our Promise LifeProof products are sleek, elegant and beautiful. By delivering capabilities and freedoms you never thought possible, we take the worry out of living your lifestyle. We promise premium performance, superior quality, exceptional value and excellence in every dimension of your LifeProof experience."

These are very powerful statements and are designed to attract a customer to a worry free purchase. Unfortunately for me as a consumer I don't have the "freedom to live however, whenever, and wherever" my "life takes" me with regards to my phone case, because LifeProof does not stand by it's products. Therefore, I believe these statements are misleading. Although we did what we were instructed to do, the product still failed. LifeProof's statement gurantees so far have proven to be just words! If LifeProof is willing to make such gurantees, then they should fully stand by their products.

In your response you stated that perhaps the case failed because we did not perform the water test per instructions. Let me assure you that this very uncomplicated test was completed successfully. However, please explain why this very simple test is neccesary when LifeProof states: "A final word on water: we water test every case we make. If it leaks, we scrap it. We do this to give you the confidence that your phone or tablet is 100% protected." Due to high cost of deductibles and waiting periods for a new device, every safety measure was taken including water testing and ensuring that every hole was properly plugged before use near and in water.

We have purchased 2 LifeProof cases and both have been replaced by warranty few times due to tears over the side buttons. All of these cases were successfully water tested at home before use. Both of these cases have been purchased by my daughter, ****** ********.

My family and I have taken every measure to ensure our cell phones' protection. I'm not interested in a replacement case from LifeProof! I can not afford to take a chance and stand to lose another $200 if this product fails again.

I respectfully ask that LifeProof stand behind their products as they did in the past and reimburse my dauther $200 for her out of pocket cost.

Regards,

***** ********

Business Response: Dear *****,

Thanks for getting back in touch with us and sorry for any continued distress.

We do test our products extensively, but there is no case out there that can 100% assure you will never experience damage to your device. We, additionally, do not use the word "guarantee" on any of our packaging, and we do see how this word could be confusing if it was used.

A split second of oversight of a rip or tear in the case before entering the water, to use one example, is one possible scenario that may lead to a damaged device. It is impossible to retrace every second in the life of the case and the device to determine what may have happened. 

We do still want to see what other options are possible, but we do need to find your original incident. If you have an incident number or the email you gave us when you called, we should be able to find that. Some customers do qualify for a refund on the case, but we don't have enough information to see if that is a possibility in this situation.

Please let us know if you have any questions.

Best,

Sarah

8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Below is part of a review I will be posting to any and all websites I can find telling people what a scam your company is running. Lifeproof refuses to replace any devices. They will only replace a case which is useless if the phone is damaged since the case doesn’t work and isn’t waterproof. Two customer service reps told me there has never been a device guaranty or replacement policy in place. Lifeproof cases are a complete rip off. They are quick to replace the case but I’ve been through so many it hardly seems worth the hassle. And now that the case failed and my phone is ruined they basically told me to pound sand. They offer a full protection water coverage but there are so many loopholes nothing actually qualifies. I've had multiple cases for ****** **, **, and ** and all needed to be replaced for one reason or another. Until yesterday phones were never damaged but now my phone is ruined and they refuse to take responsibility.

Desired Settlement: I want the company to uphold the claim that products are waterproof and replace my damaged ****** ** since clearly the case which had only just been replaced for a warranty claim was not waterproof.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you may be experiencing. 

Per our limited warranty, we do not assist with any damaged devices. We do apologize if you were under the impression there was any kind of warranty on the device. Each LifeProof case comes with an insert that explains that we do not warranty the device. The outside of each LifeProof package, as well, has a link to the place on our website that explains the limited warranty. Here is that link:

http://www.lifeproof.com/en/policies-and-warranties

We are happy to warranty your case if this has not already happened. We are looking through your recent incidents and are not sure which claim you may be speaking of. We are guessing it is the one from 8/12/2015. It does look like we sent a replacement out on that claim. If there is another claim, please let us know.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory in that they are hiding behind legal speak instead of taking responsibility for a faulty product. 

Regards,

****** **********

8/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing today to complain of the poor and lack of customer service I received from a * ****** retail store and life proof. I am an original ****** (now *******) loyal customer and I recently opened a business account through ******* on July 2, 2015 purchasing a NEW iPhone 6 and a life proof case which was installed by the manager of the location purchased from. ******* ******* (the store manager) guaranteed me that life proof is the best case and covers all protection (water, dropping, etc). On August 4, 2015 I went to a theme park, checking my phone case BEFORE I went in to make sure everything was screwed tightly and secure like the ******* manager advised me during installation. While in the theme park my phone was (only) splashed while taking pictures of my son, BRIEFLY exposing it to water. I immediately checked the phone in hopes that my case really does work and sure enough water had seeped through my "guaranteed" case SOMEHOW! I immediately called ******* from another phone and was advised that I would need to contact life proof because ******* is "not responsible" for the replacement of my phone. I was then transferred to life proof where I was advised that they can send me another case but they are also not responsible for replacing my phone, ******* is. I then left the theme park traveling over 40 minutes to the ******* location that I purchased my phone and case from before 8pm closing. The same manager (Jessica) was working, but this time she was extremely rude and short patient. ******* also advised me, that I can only go through insurance and pay an additional $175 for a USED phone. I began to get very upset because no one is taking into consideration that I am without my BUSINESS phone. ******* called her district manager and upon speaking with him and being told the same information I started to cry. The DM then said that if I don't leave the store immediately he would call the police and proceeded to hang up the phone on me. After 4 hours i still had to leave with no resolution. The next morning I reached out to Life Proof again, speaking with a manager who also advised me that he can send me a new case but can do nothing about my phone.

Desired Settlement: I feel the lack of customer service and total disregard for a loyal customer should definitely be addressed by higher management. I would also like a bill adjustment because I still had to go through insurance for another phone and the $200 will be added to my bill which I feel I should not be responsible for. ******* should not sell "life proof cases" if they are not going to guarantee replacement of damaged devices due to malfunctioning cases. Life proof should not guarantee against water damage if the case truly doesn't and in the event that a case does malfunction and ruin a $700 device they should have more sympathy towards the customer and offer other options than replacing the case.

Business Response: Dear *********.

Thanks for reaching out to us and sorry for any distress you have experienced. 

Per our limited warranty, we cannot assist with the device. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection, including, but not limited to, the installation not being correctly done, plugs not being properly closed or a slight rip not being detected just before getting into water. 

We have already offered you a check refund on the cost of the case. That offer stands. 

Please let us know if you have any questions.

Best,

Sarah

8/18/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: DON'T EVER use this product!!! It doesn't work & they don't stand behind it! A brand NEW ****** * destroyed!!!!! They claim water proof up to *.*ft deep! Leaked in 3ft of water!!!

Desired Settlement: Repair or replace my damaged phone!

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

I also want to apologize that we cannot find any incidents under this contact information. If you did contact us but it was under a different name, please let us know.

Per our limited warranty, we cannot assist with the device. We absolutely warranty the case itself, but that warranty does not extend to the device as we have not manufactured the device. Additionally, the case does not act as an insurance policy on the device. Our cases do give you great waterproof protection, but there are some instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection.

If we can set up or find a warranty claim for you, we are happy to get you a replacement on your case. If you can provide a photo of your damaged device and of the case itself, we can move you into any non-battery case you like. The photo requirements are as follows:

1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)

Please let us know if you have any questions.

Best,

Sarah

8/18/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased an **** and Lifeproof case with school grant money. The lifeproof case was over 100$ and claimed to be waterproof. However, the product failed and permanently damaged the student ****. The website, advertisement, and product packaging clearly states that the item is waterproof. Extremely disappointing for our students!

Desired Settlement: Lifeproof to replace the **** Air, due to website, advertisement, and product packaging that clearly states that the item is waterproof.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with damaged devices. We do test our products extensively. There are still a wide variety of reasons a device may become damaged inside one of our cases, including, but not limited to: a water test not being done or not being done correctly, the plugs not being properly closed before contact with water, a case not being inspected for other slight rips or tears that may have occurred since the water test, or some other unprecedented string of events. 

Please look to our limited warranty text here:
http://www.lifeproof.com/en/policies-and-warranties

see LIMITED PRODUCT WARRANTY

and

Exclusions and Limitations

We do see we sent you a replacement case. Please let us know if you received that.

Also, please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: 10747928

I am rejecting this response because:

Please read your response:

(Per our limited warranty, we cannot assist with damaged devices. We do test our products extensively. There are still a wide variety of reasons a device may become damaged inside one of our cases, including, but not limited to: a water test not being done or not being done correctly, the plugs not being properly closed before contact with water, a case not being inspected for other slight rips or tears that may have occurred since the water test, or some other unprecedented string of events.)

I am looking at the new lifeproof fre package as we speak. This package clearly shows an **** in a lifeproof case being submerged in water. Also, on the front it clearly says waterproof. On the back it explains that EVERY CASE IS WATER TESTED. Your response contradicts the package details. (a water test not being done or not being done correctly). This is false advertisement.

How can the package say "every case is water tested" and in the limited warranty it contradicts this statement?  

This product is clearly misleading to costumers. I am seeking advisement of a lawyer.

Regards,

******* *******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any concerns. 

We do test our cases extensively: that said, there is no absolute assurance that the cases will work under every single possible situation, with unknown conditions, including, but not limited to, a case not being completely closed, a water test not being administered correctly, or the submersion being longer than had been advised. 

We can make an exception to get you a refund on the case itself. To do this, we need the following:
1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date
You may attach these here or get in touch with us through the original incident we placed the warranty in (ref Incident 12426797).

Please let us know if you have any questions.

Best,

Sarah

8/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 29, 2015, I purchased a Lifeproof nuud phone case. A few days later, I called customer service to return the case because of speaker issues. I had no problem with customer service and I received a replacement case more then a week later. My second case had an issue with the charger port, so I called again and was issued a third case. Never was the warranty in place explained to me. I have an issue because now my third case is also defective - it doesn't close properly. When I called to ask for a refund, no one would issue me one. I spoke to the floor supervisor who told me that it was a set in stone policy and she wasn't going to issue me a refund, only a new case. Im now waiting on my 4th case that I do not want. The policy is a 30 day warranty policy. I was issued the third case on July 21st, 2015.

Desired Settlement: I want the amount of $86.66 back.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We normally cannot do RMAs this far outside of the purchase, but we are happy to make a one-time exception to get you a refund if you can send as many previous cases, from purchase or warranty on this issue, that you can.

Please know if this might work for you. 

Also please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

***** *********

8/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Lifeproof waterproof case for our ****** *, because it advertised its waterproof ability and advertised it would protect the phone in 6 feet of water. Our phone was sprayed with water one time and the case was defective, water got in and the $700 phone was ruined. Lifeproof has indicated they will only either replace the case or refund the cost of the case ($80), leaving us to replace the phone at our own cost. We carefully researched these cases and were misled to believe they were waterproof. In speaking to customer service, they indicated the cases were "usually waterproof", that "they did their best" to make them waterproof, but sometimes these situations occur. While I understand defects can occur, the company should then be willing to accept the costs to rectify those defects, beyond simply replacing the case. If in fact our case is the exception, then Life-proof should be willing to cover the cost of the replacement phone that is less than a year old. Their product was the reason for the damage and they should provide compensation for this. In addition, their advertising claims are false and should be revised to state "water resistant" or "usually waterproof - some exceptions can occur" in order to be truthful about their product performance. Their cases are NOT waterproof. If they were, our phone would not have been ruined.

Desired Settlement: I expect to be compensated for the cost of the replacement phone. $405. I also expect their claims should be revised as described above and the claim of being waterproof should be disallowed.

Business Response: Dear *****, 

Thanks for reaching out to us and sorry for any distress you have experienced. 

We do see we have already done a credit refund for the case, reference number **********, for the total of $90.39 USD. 

Per our limited warranty, we are not able to assist with the device. While our products are tested extensively, in a variety of circumstances, there can be an unprecedented string of events that lead to a case no longer being waterproof. It is also up to the customer to assure that the case is carefully tested and inspected on a regular basis before taking the case and phone into water. 

Additionally, there is an insert in each and every case packaging that explains this limited warranty, including a statement of possible risk to the device. 

We are happy to answer any further questions you may have.

Please let us know if you do have any further questions or if you run into any difficulty receiving that refund check. 

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

We did still lose a $700 phone because your case failed.  As instructed, We did test the case before putting the phone inside, but when the real situation occurred, the case failed to adequately protect the phone.  Your product guarantee should not claim waterproof if it is not fully so.  Your advertising is misleading, as it should state water resistant.  We would never have taken it even near the water if we had known it might fail.  We should be able to trust the product and your response is telling me we cannot. Your company representatives have told me "you do your best" and the cases are "usually waterproof".  This is simply not good enough.  And when they fail, you should be obligated to make things right by covering the full cost.  Your company should do more than just refund the cost of the case.  You should at least cover a portion of the cost of the destroyed phone, as it was at least partly (if not all) your company's fault that it was damaged beyond repair.

The photographs we submitted clearly show the case was in excellent condition, had not been mishandled or damaged in any way prior to this incident.  As such, the failure was not caused by our lack of care.  It was simply a product defect.  I do understand that defects can occur; however, when they do, your company is responsible for compensation for the damages caused.  In our case, the cost of such damages is $500 ($90 for the case and $405 for the replacement phone.  I also request that you modify your advertising claims to eliminate the claim of being waterproof, as it clearly cannot be guaranteed to be.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We do hear how distressing this has been for you and appreciate the passion of your argument. That said, the issue is that there are so many things that may go awry in the use of the LifeProof case that it is impossible to determine how the failure may have happened. A split second of oversight that there was a slight tear in the case before entering water, a failure to re-do water tests on a regular basis, or a plug left slightly open but unnoticed are just some of the scenarios that may unfold. 

We are always happy to stand by our limited product warranty. We are unable to assist with the device, or assist any further on this particular claim.

We are happy to answer any questions you may have. 

Best,

Sarah

Consumer Response: Complaint: ********

I am not looking for any further response from the Customer Service department at this company as they have made it very clear that they won't do anything in response to my complaint.  I would like this letter to be sent to the President.  I also want the BBB to know that this company's guarantee is false and misleading and ended up costing us a $700 phone.  We had no damage to the case, as they imply there may have been.  The case had not been mishandled and, if there was a failure in the case as they suggest, it occurred because of a fault in the case performance, not because we damaged it.

Given they cannot guarantee the case to be waterproof, they should not be allowed to make claims that it is --- and should be required to make it clear to consumers that their cases are not.  We purchased this case (and paid a significant premium for it versus other cases), only because it claimed to be waterproof.  We also took it into a situation where we knew water contact was possible, because we believed the company's claims that it was protected -- in fact they claim that the phone can be placed in up to 6 feet of water, used for underwater photos etc..  Yet our phone was damaged beyond repair simply by being sprayed by some water.

I am not sure what you can do to help me.  The company clearly won't, but I would like to see this complaint on record, should anyone else experience the mess we did.  When someone searches this company, it should indicate that we are refuting their advertising, that it is false and misleading and they do not stand behind their product when it fails.

As an aside, when trying to deal with them regarding this situation, I was responded to by 6 different people, each telling me a different story; each requiring different information from me. One said I had to return the case, while the manager said a photo would suffice.  10 minutes later I received another message, saying that the photo had to meet certain requirements regarding the layout.  I resubmitted it and then 10 minutes later, received an email from yet another person, telling me to submit it in a third way.  Then a fourth email, saying yet again that I needed to send in the phone.  The fifth person said the refund was complete and would be credited to my visa (less the shipping of course, because they would not even cover that portion of the refund).  The sixth person then emailed and said that they could not credit my card because they didn't have the number and a cheque had been issued.  I had clearly indicated that I wanted it credited to my visa and would have happily given my credit card number to do so --- but noone even asked me for that.  Instead they told me they had everything they needed on file.  So here I sit, still waiting for the refund credit, which will come in a U.S. Cheque, which then costs me money to cash here in Canada.  This is just POOR service all around, and quite frankly, I am disgusted by their cavalier and dismissive response, each time apologizing, but demonstrating no accountability.

I respectfully ask that this letter be forwarded to the company President -- not just another customer service agent who will give me the standard response of "I'm sorry this happened, but we will do nothing for you, as it must have been your fault that the case failed."  I have been in Marketing for 15 years, and I would never treat my customer the way we have been.  I will certainly ensure that I share this experience broadly, so others are not duped by the false claims.  I am also now in Education and have traditionally chosen Otter boxes to protect our devices.  Given this experience, I no longer trust that the company will stand by its products, so will choose and recommend that others in our School Board not use them in the future.  I realize the company will likely not care much about this decision; however, word of mouth and consumer loyalty are valued and critical to long term business success.  I will look forward to seeing if the Company President will stand behind his product, despite his representatives' lack of accountability.  The phone had to be replaced and cost $405 to do so (receipt for replacement phone was sent to them, as per the manager's request). Lifeproof/Otter owes us that money --- and I hope the President will take ownership and do what is right.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any continued distress you may be experiencing.

We do understand that you would like us to replace your device and that you are unhappy we cannot. Please know we are wanting to let you know this as kindly as possible and certainly do not intend any disrespect. We do test our cases but we cannot be there for every situation. It is impossible to trace the exact series of events that may have led to a device suffering damage.

A good analogy would be a refrigerator: it can be extensively tested to stay cold under most any circumstance, but there may still be an odd situation where the refrigerator may fail to do its job, be it by a strange chain of events or even by user error. The refrigerator company is generally able to stand by the product, but is not able to replace the food that may spoil. This is partly due to terms of the warranty and partly due to the burden of proof: it is nearly impossible to trace exactly what happened and why. The fact of the food spoiling for one customer does not mean that the company's refrigerators do not work or that the company cannot advertise their products keep food cold. It is similar with our cases and our limited warranty. 

We have definitely processed that RMA for you, and that was an unusual exception in and of itself, as it was from a purchase from eight months ago. We generally never process refunds outside of 30 days. 

You are absolutely free to write a letter to our corporate headquarters, but we are unable to escalate this communication to an executive level. Our address is LifeProof, 209 S Meldrum, Fort Collins, CO, 80521.

Please let us know if we can be of further assistance.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:

i have never encountered a company who will refuse to forward a message of concern from one of their customers to a higher level when requested.  That, in itself speaks volumes for your company's lack of of interest in hearing about real product issues.  And if this directive came from your executives, it is unfortunate that this disinterest starts at the top.  

I, too, am not trying to be disrespectful; however, I remain firm in my belief that you sold me a defective product, with untrue claims, which in turn caused damage/cost to me of $405.  I appreciate your example of the fridge; however, in that case the value of the replacement fridge was significant, and likely was more than the value of the contents.  I would like to suugest another example. If a car's brakes fail, or seatbelt is defective and the car ends up in an accident injuring the driver, the car maker does not simply offer to replace the brakes.  If a lifejacket fails to float and someone drowns, the company does not simply offer to give them a new jacket and call it a day.  They also deal with the consequences resulting from their product's failure.  I understand that a phone loss is not the same as a human death or injury, but the premise is the same.  These products guaranteed to keep the consumer  safe and if they fail to do so, the company is then responsible. Yes, the consumer must wear the jacket properly etc., but if so, the company must step up and own its failure.  I think what your company fails to understand is that you are not simply in the phone case business.  You ARE in the phone protection business.  Consumers place their trust in you to keep their phones safe, and you let us down.  I have been researching this issue and it appears that my experience is not as "rare" as you have indicated to me, which shows you do have a product problem that needs fixing.  In my case, we followed all instructions and tests before using it, we did not mishandle or drop it (as our photos show), giving us no reason to suspect it would fail when needed.  
I continue to request a partial reimbursement of my phone cost ($405), and given you will not forward this any higher, I will do so myself.

Regards,

***** ******

8/17/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently bought an otter box paid $60.00 for it and I've had it maybe 2 months the case has stained and the white hard shell that goes around the screen of the phone is four places. it has never been dropped or anything. I contacted otter box to have them send me a replacement since it was still under warranty, they said that I had to send them pictures of the case (which I did as soon as I was asked to do) and they would get back to me. I have reached out for 4 days and still no word on when I will receive a new case. Otter box has already charged me the shipping fee, but I can no longer get them to answer my emails and tell me why its taking so long. It seems that they are trying to make me wait and then tell me that they are not going to send me a new case.

Desired Settlement: I only want them to send me a new case I paid $60 for a case and it shouldn't tear up in the first couple months!!

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are sorry that warranty took longer than expected. It does look like the issue has been resolved, however. It looks like the delay was due to needing to authenticate the case. 

Please let us know if you have any further questions or concerns on your issue.

Best,

Sarah

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The Lifeproof case is faulty and has failed several times and was replaced under the warranty. The water test has been performed several times on the device and it seemed to be intact. The device was dropped in the water for about 15 seconds and the device is now water damaged. The device is only out of warranty by 2 months. I was offered a refund by Andrew a supervisor. I then spoke with someone else and they stated they are removing and canceling the refund as I am being unreasonable. I have the offer in writing and I want the refund that I was promised.

Desired Settlement: I am being unreasonable. I have the offer in writing and I want the refund that I was promised.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

I did look into this situation. So you know, not everyone qualifies for a third party refund. One of the requirements is that the purchase must be within one year from the date of the claim. We are seeing the purchase was made 14 months ago. Our finance department is pretty strict about this. We are not denying the refund based on any other reason than that.

The case is, technically, outside of warranty, but we are happy to make an exception to get you any case you like, battery cases excluded, to help you out. Please let us know which case you might like and we will send that right out to you.

Please let us know if you have any questions.

Best,

Sarah






Consumer Response: Complaint: ********

I am rejecting this response because: I was promised the refund as I didn't request the refund from the start. I was advised they were making a one time exception.  I guess this company is in the business of lying to its loyal customers and suppliers. The device/case is only 2 months if that outside of the warranty. This product has failed on numerous occasions, I was told then that a refund could not be offered as it was outside of the return policy. I am quite sure that the businesses that supply this product to your customers are completely unaware of the promises that you make and then you retract the promise. If you state you will provide somethng to someone and provide that promise in writing, what kind of person or company then turns around and retracts the offer?  I am sure this is the worst customer service or lack thereof I have ever received in my 32 years of working in the industry and my 15 years working with one of your suppliers. I wam only asking for what was promised to me in writing by your company.

Regards,

****** *****

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress this may have caused.

Since we are seeing how upsetting this has been for you, I have gone ahead and processed a request for a refund on the case. There is a slight chance the request may have trouble going through but I will definitely go to bat for you if there are any concerns. 

The reference number for this is **********, for the amount of $89.95. These refunds are issued in check form.

Please let me know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am not actually rejecting this response because:  I am not actually rejecting the resolution. However, I would like to await the outcome and see if the refund is actually processed and sent.

Regards,

****** *****

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ****** ** protective case from Otter Box from my local ******* store. Approximately 60 days later this case cracked in the lower left corner as I attempted to remove the case to have the phone serviced. I was told by ******* that they only 14 days from purchase date for refunds and/or exchanges and that I should contact Otter Box. I followed this advice to be told that I would have to pay a fee to implement my warranty.

Desired Settlement: I would like to be refunded my purchase price or have a satisfactory replacement at no additional cost to me.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

All of our cases are protected by our warranty. If your case is ever found to be damaged or defective, we’re happy to replace it
for you. We are not seeing an incident for you: perhaps it was under another set of contact information?

While the warranty is officially offered for one year from the purchase date, we are happy to replace your case as long as we have
parts available, no matter how long ago you purchased it. We do have a nominal shipping and handling fee of $2.99 for processing that. 
If this has been distressing for you, we may be able to waive that on a one-time basis, but we need to find your information in our
system to get that waiver in place. 

Please let us know if you have any questions.

Best,

Sarah



Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

****** *****


8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased and lifeproof waterproof ****** * plus case for my son ****** * plus phone. we tested the case and it did what it supposed to do so my son put it on his ****** * phone. Then on about the 13th of July he was helping his friends mom move and the phone and the phone droppedin a puddle of water and stopped working and when I called lifeproof and told them what had happen, they said they was not responsible for the phone, but I beg to differ because I had a waterproof case on it the phone should not been affected. So I feel they should have paid the $200 for the replacement phone because I paid $100 for a case that supposed to be in water proof.

Desired Settlement: I won't lifeproof to pay the $200 for the replacement phone that I had to purchase because their product did not take care of the phone.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays. 

Per our limited warranty, we are not able to help out with the device. There are a number or reasons a case may not offer maximum protection. We try to test for every possible scenario, but usually when things like this happen, there is an unprecedented string of events that lead to the phone suffering damage.

http://www.lifeproof.com/en/policies-and-warranties
see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

We do see we sent you a replacement case. We are happy to follow up with you to see that you received the case in a timely fashion.

Please let us know if you have any questions.

Best,

Sarah

8/11/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My life proof case was defective and my ****** was damaged due to the defective product. I called to make a claim and was within the year warranty. I did receive my new life proof case but still no phone. I keep getting the run around even after I was sent an email stating I would receive a new phone. This is going on the 4th week since my claim and still no phone. I have been told a manager would call me for the last week and a half and still no call. Per the life proof warranty, I'm due an iPhone. ******* rep chuckled when I told them my problem, Now I know why.

Desired Settlement: I want a call from a manager and an ****** mailed over night.

Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

I did contact our TWPP department and they do also want to apologize for any communication error. They have been trying to reach you by phone regarding ******' claim that was initiated 7/9/2015. They tried calling 7/22/2015, 7/24/2015 and 7/26/2015 to get the process rolling. Although the coverage ended 6/30/2015, they are offering to extend that out until 8/3/2015 to get you taken care of. There was a case that you received through our regular warranty system, and that may be part of the confusion, as TWPP is a different department. There is no requirement to get that case back to us, however. The TWPP department will be sending you an email and be continuing to contact you by phone. They will be sending the email to this one provided here. 

Hope this clarifies things. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

Dear Sir or Maddam,

I appreciate you trying to call me on those 3 occasions on the dates you mentioned, but you need to check the number you have been calling.  You have been calling my cell phone that was completely incapable of receiving calls.  That being said, who can answer a phone that isn't working due to water damage from your defective product?  Lets back up a minute, I purchased my brand new ****** ** and brand new LifeProof case on 6/30/2014.  I registered my LifeProof case on 7/14/2014.  Per your written registration card, the 1 year warranty starts on the REGISTRATION day, not the purchase day.  This would mean my warranty was effective till 7/14/2015.  Since you and I know I called on 7/9/2015, I was within my warranty.  As far as my registration number having all my ex husbands information is a mystery to me.  I have called over 6 times starting 7/9/2015 until last week trying to get all of this cleared up.  Having to explain everything over and over is a frustrating event.  I have given my updated address and told the customer service rep to have a manager call me on my work cell phone 3 times.  And don't you know I didn't get one call from a manager.  I'm a home health nurse and have my work cell phone in case one of my patients have an emergency.  I would also like to add how much time it's taken me to call and explain every time I call.  My time is more valuable taking care of my patients than hassling with trying to get at least par customer service.  That being said I call ******* and made a claim on 7/28/2015.  I received my new ****** ** the very next day.  This cost me $169.00 plus not to mention the 24 days I had no phone and was still paying for cell phone service.  My monthly bill estimates $84.00.  I just want to thank you for great customer service and knowing that you stand behind your product, NOT! I hope you don't have the inconvenience of not having your cell phone for 24 days.  The least the company YOU represent should cover my incurred costs of $169.00, $84.00.  


Business Response: Dear ********,

Thanks for reaching out to us and sorry for any delays.

Our TWPP department has also tried emailing you, and you can certainly look to that email. We are sorry if the number on file is a number you cannot be reached at. Please be advised that we are doing everything we can to accommodate your situation. We are extending this out until 8/3/2015 so we can reach you. You can definitely clarify the time frames with them. There should not be an issue with trying to reach them at 877-394-6001. While we do hear you are a very busy person, it sounds like this may be the best plan, especially if you are worried they have a number that does not work. I never have to wait longer than five minutes to speak with them. Please have all of your contact information ready to go.

Please let us know if you have any questions.

We thank you again for your patience on the matter. 

Best,

Sarah

8/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a nuud for ****** * **** under the impression (from the packaging) that my phone would be protected from water, dirt, snow & shock (can survive a drop from 6.6 feet-on the website). My phone fell maybe 2 feet today and the phone screen cracked. I tried doing a warranty claim to be told that the protection is not for my device but for my $100 case that I purchased to protect my $800 phone. I do believe that they are operation under false advertisement and ripping people off.

Desired Settlement: I would like for my 2 month old phone to be replaced or them pay to have the screen replaced.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any distress you may have experienced. 

Per our limited warranty, we cannot assist with any device. Each and every LifeProof case comes with an insert that explains that the warranty is only for the LifeProof product itself, and not for any other product, including devices. We cannot warranty something we have not manufactured, and the case does not act as an insurance policy on the device. There are many reasons why a device may suffer damage while inside one of our cases, and while we test our product extensively, we cannot account for every possible variable that may occur. 

We are happy to offer you a third party refund on the case itself. For that, we need the following:
1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date

While not every customer qualifies for this refund, we are happy to work with you to try to get that refund processed.

Please let us know if you have any questions.

Best,

Sarah


8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, i am very ***et at Lifeproof at the moment. After registering my device correctly a few months ago when i bought my case, i filed a claim on 7/18 because my Lifeproof case malfunctioned and let water into my ******. The same day, i received an e-mail saying my claim was approved and that i would receive shipping info shortly in another e-mail. I waited a few days and received nothing so i called in on 7/21 and they told me their process of having a phone out to me takes no longer than 5-7 business days so the latest i would have my phone would be by tomorrow 7/28 on the seventh business day. I then called the next day again because i still received nothing and they said just because i didn't get shipping tracking info, it didn't mean the phone had not been sent out and they promised i'd get it by tomorrow. They also escalated my claim up to a supervisor and said one of them would call me the same day with tracking info or more info on my claim. Now 5 days have passed and i called again today, and once again there's no tracking info. I ask to speak to a supervisor, and the supervisor Bree comes on the phone after being on a 20 minute hold, and simply tells me that Lifeproof has no ******s in stock. So that i'm out of luck and simply have to wait on until they decide to restock them. What kind of warranty service is this!?!?!? The ****** * has been out for almost a year now and are fully stocked in every store but the warranty service that claims excellence doesn't even have them in stock?? I asked the supervisor Bree how long it would take? She didn't give me an answer. I asked if it could take a few more days, or a few more weeks, and she simply said it could take more weeks. THIS IS UNACCEPTABLE! I need my phone for work and have already been phonelesss for over a week. This is an embarassment of a service and if i don't have a phone shipped out to me ASAP or something done by Lifeproof for my inconvinience, i am going to post reviews in every major blog and website, including the Better Business Bureau to warn people about this false warranty service which renders itself to be useless.

Desired Settlement: I need to have my new ****** shipped out to me ASAP! It's unacceptable that a warranty service ran out of a phone that is so popular and already a year old! Time is money and i am losing money at work every day that passes by without my phone! I want something from Lifeproof showing that they care about their customers and are sorry about the inconvenience!

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We are seeing this item was delivered on Tuesday,  07/28/2015 at 2:36 P.M.

The tracking number on that was ****************** with ***.

We have, however, made note you were disappointed by the turn-around time.

Please let us know if you have any questions.

Best,

Sarah

8/11/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I keep having problems with my otter box ****** * plus belt clip breaking, I have bought several belt clips and they break off in less than a month. There are thousands of people online complaining about the same issue and somehow the clips are still breaking off.

Desired Settlement: I want a replacement without having to pay anymore out of my pocket for a product that keeps breaking off

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

All of our cases are protected by our warranty. If your case is ever found to be damaged or defective, we’re happy to replace it for you.
There is a nominal $2.99 shipping and handling fee, but you should not have to pay for a full replacement. You may call us at 855-688-7269 to
get that rolling. The warranty is for one year, but we are happy to continue to replace that case as long as we have it in stock. 

We are not seeing a claim under this contact information since December of 2014, so we strongly encourage you to give us a call. 

Please let us know if you have any questions.

Best,

Sarah

8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ****** * in November of 2014. On July 3, 2015 i purchased an lifeproof case for my phone. On the 4th of July, I used that cover in the water (that wasn't more then 2 inches) and my phone was damaged. After 5 hours my phone turned off and i could not use it.

Desired Settlement: I have a $200 debuctible and would like that paid by LifeProof. This case is guarntee not to damage phone and I purchased that under that understanding. Now i am phoneless and have to come out of pocket, when it was their fault i got a damaged case. I purchased this at a ******** (corporate store) and brand new. This should never have happen. All they give me is a new cover.

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with the device. I am happy to link to the text of that limited warranty here:
http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

What we can do is offer a third party refund on your case. While not all customers qualify for that third party refund, if we can get all of this information, we should be able to process it:
1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date

Please let us know if you would be interested in proceeding with this, or if you have any questions.

Best,

Sarah 




Consumer Response: Complaint: ********

I haven't decided my response because i am confused. Will all three things but done for me or i have to pick one of the options. If so ----(We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.) Those this mean that my ****** * will be replace? Will the $200 debuctible be paid by LifeProof? If i do what option 2 request?


Regards,

******* ******

Business Response: Dear *******,

Thanks for reaching out to us and sorry for any confusion.

The reason we need either a photo of the device or an invoice from your carrier showing the device needed to be repaired or replaced is because we need documentation that the device was damaged in the first place in order to offer a third party refund on the case. We cannot pay any sort of deductible on the repair. 

We do hope this clarifies things. We basically need a photo of the case, one of the two options for evidence of a damaged device, and a photo of the itemized receipt. 

Please let us know if you have any questions. 


Best,

Sarah

8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase 2 lifeproof cases before to use for an up comming vacation one had been warranty replace before leaving and the on sent fail the water test! The second on I opened the day before leaving and it has failed the water test. Neither one of these items delivered the services advertised. I have the original purchase receipt. I have purchase 2 other waterproof cases on vacation out of pocket. I feel I have no need for these cases since the product did not deliver the expectations that were advertised.

Desired Settlement: I would like a refund. In a busy life there is no need to contact customer service more than 3 times in a month over a faulty product.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any difficulty you have experienced. 

All LifeProof cases are under a one-year warranty. Even though it is a one-year warranty, we are happy to extend that out as long as we have the case in stock. We cannot assist with a third party refund on the case. Please note we have this well in stock to get a replacement to you. We can even expedite that order once you complete the warranty process.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

For the fact that a new product at a higher end price point should not be defective.  i purchase not one but two of these cases, one which the port stopped working and i was sent a replacement that can not with stand the water test as the second case i puchased didnt.  do you not see a problem here? three out of three defective?  what does that tell me about the quality of this so called lemon? would you personally want another one? I think not. it would be easier as a company to offer a refund! i cant say anything about the third party retailer because they dont make the product you do.  the third party retailer has no responsibility at hand! i would like a timely resolution to this. I am not saying if a more improved product cam out i wouldnt purchase it, but the issue at hand not being resolve is driving me away from the company!!

Reguards,

**** *******

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We do apologize you have had a bad experience with our products. Your experience is very unusual, and we can assure you that we extensively test our product to the highest standards. The request you have made is not something we can fulfill. We are happy to get you a replacement on your case. If need be, we can reasonably continue to assist you until the issue is resolved. We also advise that you absolutely assure you are conducting the water test correctly, and re-consult the instructions in the package. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

first off off I am an educated individual who has own a life proof case before I can read instructions and did the test properly!!! Why would I put an $800 phone in a case that I have no trust in protecting it ?  Would you put your child in a defective life vest?   I have no use for this product and I am expect a refund on the 2 defective cases that were extensively tested!  If I do not have a reasonable resolution in the next response I wil be contacting my local action news to let them display all three defective cases and show the water test failure!  And how a company will not refund a product that does not live up to the advertised standards.

Regards,

**** *******

Business Response: Dear ****,

Thanks for letting us know of your concerns and sorry you have had a difficult experience.

We stand by offering to replace the case. You are certainly free to contact any agency you like, but we would like to remind you that we have indeed stood by our one-year warranty and that it is critical for customers to also follow through on the warranty process to help get the issue resolved. 

Best,

Sarah

8/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a ******* ****** ** I had it in the an Otter Box. My phone fell out of my pocket and hit the ground broke the inner screen of my phone. The Otter Box was supposed to have saved my phone from breakage. I called Otter Box today spoke with a Holly. She says that the case in not designed to keep phone from breaking. I asked if I bought their product out of false pretense. I could not get an answer. According to reviews and packaging of product as well as their website, it is to protect phone from breakage. If not to protect your phone they are displacing false advertisement.

Desired Settlement: I would like my ******* ****** ** replaced. As their product was to protect it and failed.

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you may have experienced.

First, I want to apologize that I cannot find your incident in our system. Perhaps it was under other contact information, or perhaps we did not gather all of your information from you? I do want to try and find that so we can better assist you.

Second, we do want to let you know that it is correct that, per our limited warranty, we are not able to assist with your device. While we cannot help in that manner, we want to let you know we are happy to help out with a warranty on the case, if that has not yet been processed. This generally requires just getting a few pieces of information to us. We may even be able to move you into any single non-battery case you like, provided you can show us documentation of the damaged device, along a picture of the case itself. 

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:  Funny how big companies get away with false advertising and then tell you to go ***** yourself in a nice way!!!

Regards,

****** *********

8/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter purchased an OtterBox Defender for her ****** **. Within less than 12 months of gentle use, the plastic case of the product cracked and broke. Please keep in mind that this product is designed to protect the phone. It's hard to believe that a case that breaks easily would actually protect her phone as advertised. When the case broke I contacted the company and reported the defect. At that time I was informed that I would be required to pay eight dollars in order to have the product replaced. That price is excessive since the case cost only $30 new. This company used to stand behind their products and guaranteed that they would replace all defective or broken cases. However, I must assume that they were replacing too many cases and felt the need to charge their loyal customers due to the amount of money it was costing them to replace broken and defective products.

Desired Settlement: I would like the company to replace this defective product at no cost to us.

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

I did find your incident and see that never did get processed. We do apologize for any disappointment there has been in that change in our warranty process. Please know that we did make a few changes in order to make processing faster, including adding a nominal shipping and handling fee. We have lowered that fee to $2.99 since you contacted us last, but since this has been a distressing experience we are happy to waive that on a one-time basis. Please contact us at 855-688-7269 and reference Incident ********. We still do need photos of the case, so you may also just upload those if you still have the upload link for the incident. I have made notes in the incident explaining all of this.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** *******

8/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof Fre case for an ****** * on Dec. 20, 2014 from a ******* store when I purchased a new ****** *. The box it came in advertises that it has a one year "Total Water Protection Prgeam". The box advertises "device repair or replacement program if water damaged". It also advertises that the case will protect a phone for 1 hour in 6.6 feet of water. This protection was the sole reason for the purchase. While on vacation in Hawaii on July 25,2015, my wife had the ****** * properly secured in the Lifeproof case while we were going to go kayaking. She had it tucked in her swim suit top behind a life vest when the kayak tipped over in 3 feet of water. My wife immediately stood up and we continued kayaking. The phone was in the water for less than 10 seconds in less than a foot of water. We later discovered the phone would not work. Later that day we went to the nearest Apple Store to see if they could fix it. They opened up the phone and found interior water damage and were unable to fix the phone. We tried calling Lifeproof,but since it was a weekend,customer service was closed. My wife then sent them an email describing the issue. They did email back saying that "they are unable to provide warranty assistance for your water damaged electronic device" they go on to say "it does sound as though your Lifeproof case is damaged. I would be more than happy to provide warranty assistance to your Lifeproof case" We then had to pay $317 to get out of the current ******* contract then I had to finance $649 to purchase a new phone. They continue to refuse to replace the phone saying it is not covered. I still have the original box for the case and the advertising on the box is how I described above. This is very misleading if they are not going to live up to what is advertised.

Desired Settlement: I would like a refund of the cost incurred to purchase a new phone since their product failed and they won't cover it. The total amount would be $966

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

We are realizing that you should absolutely qualify for that device replacement but simply contacted the wrong department. Not all LifeProof customers have the Total Water Protection Program (TWPP), but knowing you are a ******* customer helped us recognize your issue. Please give the TWPP department a call at 877-394-6001, and they will be happy to assist you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

I followed Sarah's suggestion and called the Total Water Protection Program after finally getting to talk to a supervisor,Paul, he said there was nothing they could do on their end since we had never contacted them before so they had no notes or information regarding the incident. He suggested I talk to a supervisor back at Lifeproof. I called Lifeproof back who talked to a supervisor and transferee me back to Total Water Protection. They were going to work on getting my phone replaced. I told them that I had already replaced my phone because Lifeproof stated in an email that the damage was not covered and that I would like some reimbursement for the phone I already purchased. He came back after talking to a supervisor and said they could not reimburse. I asked to be transferred back to a supervisor at Lifeproof. After more time being on hold (at this point had had been on the phone overall for over 45 minutes) the supervisor said that they looked up the Total Water Protection Program and the rules state that if we use an outside vendor then they cannot replace the phone. After being frustrated I hung up. 

The he issue is that the Lifeproof website is very confusing regarding claims for the total water protection program. It has been over 6 months since I purchased the case plus I was on vacation so I did not know that Lifeproof and Total Water Protection Program were different. I must be stupid to think that Lifeproof would cover a Warrenty on a Lifeproof case. Anyway, the only reason we went ahead and purchased a replacement phone was because we were told that the damaged phone was not covered. At the very least Lifeproof should have asked if we had the Total Water Protection Program, they did not.

So since I got no help from anyone I am rejecting the resolution, which there was none since they say there is nothing they can do
Regards,

****** *******

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress this has caused.

We can definitely see there was some mis-communication, missing information and an unfortunate string of circumstances that led things to this point. 

We very much want to resolve your issue best as possible, and were wondering if you could get us a receipt from ******* showing the amount you paid to get that replacement phone? If we can get that from you, we do have an option you may find satisfactory.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: At this time I am rejecting the resolution only because a resolution has not been proposed, but I am working with the company on a solution. 

Regards,

****** *******

Business Response: Dear *****,
 
Thanks for reaching out to us and sorry for any delays.
 
I have discussed this matter with a small group from both the support and management teams, and we have approval to offer you a $600 gift card to help out with your concerns. To summarize how we came to this amount: we are unable to reimburse for buying out of contract. We can, however, work from your receipt showing the purchase of the new device for $649. Since TWPP generally charges a $50 deductible on the phone replacement, we would want to subtract that amount. That would bring us to $600, rounded up.
 
Please let us know if you have any questions.
 
Best.
 
Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me as long as the gift card is a Visa gift card and not a gift card for general merchandise.

Regards,

****** *******

8/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: LifeProof claims and heavily advertises that their case is waterproof up to 6 feet. My phone was submerged for less than a minute in 2-3 feet of water, the case let in water and now my $650 phone is ruined and needs to be replaced. The only reason I got the case and the only reason I took it in the water is because of LifeProof's advertisements. Buying this product has now cost me the $100 for the case and $350 to repair my water damaged phone. I'm very disappointed in the quality of the case considering how much money the company has put in to advertising how "waterproof" this case is and I'm surprised that they can't reimburse those of us who get a defective product.

Desired Settlement: If the company is going to advertise a "waterproof" phone they should be obligated to replace/reimburse the damaged phone within the case if they case is or becomes defective from normal wear and tear. If they are not willing to do this I ask that they no longer advertise that their products are waterproof and they no longer show their product being submerged in water in any of their advertisements. I suggest using the term "water resistant" and show that light rain and splashes of small amounts of water won't penetrate the case.

Business Response: Dear *****,

Thanks for reaching out to us. We are sorry for any distress you may have experienced.

Per our limited warranty, we cannot assist with the device. Our cases do give you great waterproof protection, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. Additionally, the water test may need to be re-administered periodically. 

It does look like we sent you a replacement on the case. We are happy to keep an eye on that to make sure it gets you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I do not feel this resolves this issue. I feel like the company should be responsible for their advertising. Their advertising doesn't warn that there are instances when a cases waterproof protection fails and the customer is responsible for the damage even when the company's product is at fault. It doesn't warn you that this $80 dollar case could end up costing you over $300 in a damaged phone. I bought this case for my phone because of their advertising it being waterproof up to 2 meters and that trust cost me about $320 plus and $80 case that is now useless to me. I don't want another low quality "water resistent" case from LifeProof, I don't plan on ever buying another product from LifeProof or any other brand affiliated with them or their parent company. I want the $320 I spent on a new phone plus an $80+ refund on this defective case or I'd like the company to change their advertising and not include any statements about their cases being "waterproof".

Regards,

***** ***********

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

This is what we can do for you: if we can get a couple of items from you, we can do a third party refund on the case. We apologize if any information to the contrary was given, as this is an exception we can make under certain conditions. While we don't usually offer this after a replacement product has been sent, we are happy to offer this check refund as well. You will be under no obligation to return the case that was sent. 

Since we already have a picture of the case, what we need is:

1) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
2) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date

Bear in mind, there are a wide variety of reasons that a device may suffer damage. That said, we are happy to get you this refund on the case. 

Please let us know if you have any questions or concerns.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: you're still not addressing the damaged phone. I would expect a refund for the case at the least but I still had to pay $320 to replace my phone that was damaged because the case let water in. I was never told in any way that the phone may lose it's waterproof nature over time nor that I needed to test if it was still waterproof from time to time. I would have never guessed that within 3 months the phone would have lost it's ability to keep water out. I believe that if this company has the resources to produce the marketing material that it has then it should at least be able to produce a case who will continue to be waterproof after 3 months of normal use. The marketing is misleading and the company will not back up it's cases by replacing damaged phones and I feel that it should either change it's marketing to let consumers know that submerging their phone in water with their LifeProof case on can lead to water damage and a ruined phone or to replace phones that are ruined while a LifeProof case is properly installed.

Regards,

***** ***********

8/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LifeProof Case a month ago after reading how it will protect your phone from a 6.6 foot drop. This is untrue. I dropped my purse and my phone was in it. When it happened I did not even think to look at my phone because it was only about two feet and it was inside my purse. When I took it out to use it next I found my phone was cracked in several spots. I feel they are false advertising their product. After reading it seems a lot of people were under the same assumption as me that they would take care and stand by what their product protects and they told me there was nothing they can do for me except replace the case. Why would I want a case that does nothing to protect my phone as stated.

Desired Settlement: I would like a refund for the case and cost to repair my phone. The case was 79.99 and the repair is going to cost me 189.00. I also think they should make it clear in the advertising that this case will not protect the phone from falls as they state they will and is very clear from the number of complaints.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with the device. We do especially apologize if you and your acquaintances were under the impression there was an implied warranty on the device. This is something we explain in the packaging that comes in each and every LifeProof case: that the warranty does not cover the device. Additionally, while we test our product extensively, even under the best circumstances there can be an unusual chain of events that may lead to a device experiencing damage. 

While we are not seeing any incident under the contact information you have provided, we are happy to help you out with a replacement on the case. 

Please let us know if this is something you would like to do, and if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I would atleast like a refund on the case.  The store does not let me open the package to read warranty issues and I don't want a new case that will not protect my phone as stated in the description of the phone.  The advertisements on this phone is misleading in every way.


Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

In general, it is always advisable to read all information that comes with a product before use of that product. Most stores do have a return policy that would allow for returning an item that does not offer what may have been expected. There is no requirement for the this information to be on the outside of the package. Additionally, all of our warranty information is available on our website.

Importantly, though, per your request, we can offer a third party refund on your case. While not all customers qualify for it, if we can get all of this information, we should be able to process it:

1) Standard Warranty Case Photo:
   Your entire case, including parts that are not damaged
   Any design or pattern on your case, such as camouflage
   Your handwritten name, current date, and signature
   The Serial number or product code found inside your case 
2) Damaged Device Photo:
   Damaged phone or tablet
   Your handwritten name, current date, and signature
   (We are also happy to work with an invoice from your carrier showing you needed a repair/replacement.)
3) Purchase Receipt or invoice:
    Purchase date (within the last 12 months)
   Case or product that was purchased
   Purchase price
   Retailer contact information, including phone number
   Your handwritten name & current date
Bear in mind, we still are not finding the incident under your name, so we will need to verify complete contact information for you as well.

Please let us know if you have any questions.

Best,

Sarah

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: **This product is defective in that it leaked and ruined my daughter's ****** *!!! This company should replace the phone due to the lack of operation of this lame product!!! I almost put my ****** ** in this case!! I spoke with Sharon earlier this week and she says she can't replace the phone, the warranty doesn't cover that. What does this company do when they ruin someone's phone who expects this product to work??!!! We don't expect to ruin a $500 phone! Sharon offers a replacement of product, but do you really think I want a replacement??! I don't trust this product at all! I have asked for an executive to speak with, but they refuse to put me in touch with someone from the executive offices!! After our discussion, she offers a refund, only to find out that I need the receipt! Finance won't process without the receiptt!! After going through hoops and obtaining this receipt from Best Buy, I submitted claim online. Only to be sent an e-mail from Nick detailing to me that they can't refund me after 1 year! Sharon didn't say anything about term, they needed a receipt period! I even said in my notes I had already spoken with Sharon and this needs to be processed as soon as possible,

Desired Settlement: I expect a member from the executive office to call me!! I need to discuss a replacement of our ****** replacement to start! There has to be a resolution that is fair in this situation and this company needs to stand by a faulty product that ruined our ******!!!

Business Response: Dear ******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

Thank you!
*********

Consumer Response: Complaint: ********

I am rejecting this response because:

*********,

i have asked to have have someone from the executive team to contact me at once!! It is
imperative I speak directly with someone in this division. ************.
Regards,

****** **********

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any distress you have experienced.

We did already process a third party refund on your case: reference number 0080012696, for $67.99, the original cost of the case. We actually made a very rare, one-of-a-kind exception to get you that third party refund at the two-year mark from purchase. We are generally very strict that a third party refund cannot happen outside of one year. We do hear that you want an executive to contact you, but please know we are as high up as you can go within customer service. Do know, as well, per our limited warranty, that we are not able to assist with any device. 

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

I need to speak with executive team! Your product ruined an ****** 5 and I need to
Speak with the Executive offices about this! There has to be a department higher than 
your division!! You also arent refunding the total amount my teenager paid for this defective 
product anyway and that's not satisfactory in this particular case! I don't care what the policy is
how long she had the product isn't the issue, the issue is you sold her a defective product! She needs 
to have the entire amount paid for the product as issued on the receipt and I HAVE to speak with the CEO at 
this point! I'm sure they would need to hear about a product you are selling to consumers failing and ruining 
expensive cell phones!!!

Regards,

****** **********

7/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought and purchased a lifeproof nude ****** ***** case in May. In June my phone was stolen and I contacted life proof to see what could be done. I informed them that I have been a customer for over two years as I also have a ****** * and ****** **, both equipped with their lifeproof cases. So when I upgraded and got new phone I continued with their products. Needless to say, even after informing them of my loyalty to the company and the fact that my $99.00 case was stolen they made little to no effort to assist unless I had the information on the case. Mind you, I told them the phone was stolen with the case on it and even offered to prove so by sending the att insurance information. This information was all but dismissed with the saying sorry for your loss but there is nothing we can do. After battling back and forth she said they could give me 5 or 10% off of the next one I buy; which as we know is $5-10.00 off. After spending over 300.00 on accessories that was very insulting and what was even worse was their disregard for their customers!!

Desired Settlement: I think they should replace the case because it was not even a month old, I've bout other cases with them, and have remained loyal to their brand. Not only that, I also bought a Body Guardz screen protector for $30.00 and when I informed them about the theft they wasted no time sending me a FREE replacement hassle free. Now this was the first purchase I ever got from them and they were so willing to assist and a company that I have done business with for over two years is so dismissive; something is definitely wrong here.

Business Response: Dear ***,

Thanks for reaching out to us and apologize for any delays. 

I believe I did find your incident: it is under ******** and a different email address, but is also in *******. 

We certainly value your loyalty. Our warranty, however, does not cover lost or stolen items, and this holds true for both long-term and new customers. Our warranty process requires physical evidence of a case. We are certainly sorry if this has been upsetting news. 

I am happy to offer you 25% off your next purchase if that helps. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution, although not the result I hoped for, will suffice.

Regards,

*** ******

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: purchased an ****** w life proof case from verizon. Case advertised to withstand water damage, will replace phone if defective. Phone damaged by water due to defective case, water leaked through bottom port. Contacted lifeproof took 5 days and numerous hours on phone to get new phone and case. Phone was not right phone, wrong color. Phone does not work properly, cannot pick up networks. Atenna on phone sent is defective. I cannot spend hours on phone with life proof, attemtped to contact today, spend 2 hours on hold and hung up on twice.

Desired Settlement: would like phone that works

Business Response: Dear *****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case
?
2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie


Consumer Response: Complaint: ********

I am rejecting this response because: this was already provided to the business I would like a phone call I have attempted to contact numerous times but have been put on hold for an average of 45 minutes 

Regards,

***** ****

Business Response: Dear *****

Our apologies for any distress this has caused you.

I've checked our customer data base and found 2 incidents for you. One was for a replacement, which we did send to you and in the other incident, you were issued a refund check for a damaged device.  That check was issued and mailed out on 04/10/15. You should have received it by now.

Please reply back to this email if you have any questions or if we can assist you with anything else.

Thank you,
Stephanie

Business Response: Dear *****,

Thanks for getting back to us and sorry for any delays.

We took two actions that we can see.

The first was to issue a refund for your case (0080011484 for $74.99). 
That was created between April 9th and April 10th of 2015. We are seeing 
that deposited May 4, 2015. 

We also sent a replacement case in February. If there are any other incidents, 
please let us know. We would not have sent a device (unless you also
had TWPP and processed a claim with them, most customers would be aware if this
was the situation.)

Please let us know if you have any questions.


Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: you clearly do not understand the issue I am having the phone u sent me is defective we have sent the old phone back also the phone u sent is the wrong model if this is not resolved in the next week we will be pursuing a small claim judgement 

Regards,

***** ****

7/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a life proof case and put my ****** ** into it. Life proof clearly states on packaging that it is waterproof, dirtproof, snowproof, and dropproof. I am in vacation on the beach and taking photos. My phone shut off and i took it to the shore and saw water got inside and fried my phone. My ****** ** is currently broken. I am writing you because Lifeproof only offered me compensation of a refund of a new case. A case is completely useless without a phone. Lifeproof is making false claims saying that the case makes the phone waterproof, dirtproof, etc. This is why i have a broken phone, this is not my fault. I am simply ask that Lifeproof gives me a refund of their fraudulent product and gets me a new phone in working condition. I am not happy at all with Lifeproof and they need to be exposed.

Desired Settlement: I want a refund of the amount of $351.51. This includes the poor case i was sold and the ****** that broke on the terms of Lifeproof(not so waterproof case). OR A new ****** * and new case which ever is rightfully deserved.

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

Per our limited warranty, we cannot assist with the device. Our cases do give you great waterproof protection, but there are some rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

It does look like we already offered a third party refund on the case. We are still happy to do that for you once you get us the requested information.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I bought this case for waterproof protection. You failed to protect my phone with you poor product. Therefore I have a broken phone and no money to buy a new one. I do not care your policy of not replacing phones. The reason you do not do this is because of your poorly made cases failing so much. I demand compensation of $300 for a new ****** ** and a refund of your fraudulent product. I am freaky disappointed with your customer service and your failed to satisfy me on server all different occasions. My demand is small and crystal clear.

Regards,

***** ******

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

We are clear what you are asking for: it is simply not something we can provide. I am happy to include a link that explains our limited warranty. There is no actual or implied warranty on the device while inside our case. 

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.

We are still very happy to process that third party refund on the case. Please let us know if that is something you would like to do and we will get that rolling.

Please let us know if you have any further questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I will clarify once again for you Lifeproof, because of the so called "waterproof" case I bought from you I have a broken phone. I  do my care if it is in your policy to not pay for phones that are broken due to your poorly made product. It is immoral and frankly a shady business practice to guarantee a phone will stay dry and when it fails you do not compensate the consumer due to your awfully made and poorly designed product. I will ask again that you provide me with a new phone that was broken on your terms or give me compensation for a new phone. I will take this as far as I need to. I am extremely angered by the way you have chose to handle the situation in which it is your fault to the fullest extent. This is not my fault what so ever, I don't understand why I would have to pay for something that is not my fault. The ball is in your court, choose how to proceed or I will for you.


Regards,

***** ******

Business Response: Dear *****,

We appreciate your passion on the issue and we are sorry for any further delays. 

There are many reasons a device may suffer damage, including, but not limited to: a water test that was not done or was done incorrectly, a case that was not entirely closed, or a slight rip in a case that was not noticed, just before the case and device entered water or some other possible defect or damage to that exact case that was unprecedented and unnoticed. 

The LifeProof case is tested for dozens upon dozens of situations but we cannot test for every combination of factors or for every string of events that may lead to a device suffering damage. Our cases require a certain amount of diligence to assure the product is in proper working order. 

As stated before, we are not able to replace your device. We still are happy to get you that third party refund.

Thanks,

Sarah



Consumer Response: Complaint: ********

I am rejecting this response because:
Your case has worked in water before, so to clarify again your case was poorly made. At that fault there was a broken device to which i am the owner, therefor you owe me a new phone. Why would this be my fault? Strictly lifeproof's fault. Figure it out.


Regards,

***** ******

7/28/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was sold this product stating it would keep my phone waterproof. I had it above water the whole time and only a little splashing. It got water in the charging area and now my phone will not charge. I have place my phone in rice to dry it out but to no avail as it will not charge

Desired Settlement: I want to be refunded the price of the product as well as the cost of the repair to my ******

Consumer Response: Complaint: ********

I am rejecting this response because: On your case it clearly states that it is waterproof, snow proof, sand proof etc.  The people at the store I got it at told me the phone would be covered. So you need to do some training to the stores that you sell this to or take off the statements on the front of your packaging as it is false advertising.  The store I bought it from did refund me the money on this product and on the one from the iPad that never fit the iPad.  I will be telling anyone that asks how poor this product is and will be continuing my publicity regarding information on this poor product.  I had to get a new phone because of this which you know is not a cheap endeavor.   
 

Regards,

******** ******

7/28/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I used my lifeproof case in the pool and in the past I have used it before and it worked but I used it again and this time water got in my phone and damaged it I can no loner use my finger print reader on my phone siri goes off at random and my screen in messed up. We contacted lifeproof and they said they would replace it, so we sent all the information needed because I got the case as a gift and didn't have a receipt and so we used the serial number which is a sticker and for the constant use of the case it wore off so they told us they could replace it until they could identify the serial number but I think they purposefully put it as a sticker on the side of the case so it wears off and they don't have to deal with liability issues.its been since April and they still haven't done anything and my phone is almost not able to use.

Desired Settlement: I want lifeproof to replace my phone since there case failed to protect my phone for the water and ended up damaging it.

Business Response: Dear ******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

****** *****

Lifeproof said that they would replace my phone because it was water damaged but they needed the case number and because it was hard to read because they put it in a place where it purposefully comes off then they did not want to deal with the liability anymore. My friend bought me the case from ******* as a gift and we called and they said they are the only carrier that will replace your phone and case of it is water damaged. Because they case failed me my phone is unable to be used properly and I would like a new phone I am not even worried about a new case because you guys failed to protect my phone. 

Business Response: Dear ******,

Thanks for reaching out to us and sorry for any delays.

We are looking further into your situation and we are not finding your incident from when you contacted us. Perhaps it was under another set of contact information? So you know, we do not ever replace devices through our warranty system. I did look up to see if you perhaps had TWPP (Total Water Protection Plan) which is a plan you may purchase through ******* at the point of purchase of the case. Most customers are aware if they have this. Again, that department was not able to find any claim under the information you have provided. We definitely want to help you but we may need some more information. 

The offer for the third party refund on the case remains if you are not otherwise working on a TWPP claim and can provide the requested information.

Please let us know if you have any other questions.

Best,

Sarah

7/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: LifeProof cases are advertized to literally be the best phone on the planet and mine was a complete failure. I paid the extra money and bought the LifeProof Nuud case online to protect my newly replaced ****** **. I no longer have insurance on the phone and bought the case to make sure no harm would become of it. The case leaked through in its first underwater experience and now my ****** is once again ruined. LifeProof informed me that they don't cover damaged devices whatsoever and offered me no assistance with the cost of the replacement. Why did I spend so much money on this "revolutionary" phone case just to have it completely fail? Why would a company that advertises such flawless capability in a phone case not step up and assist those who they have failed? I dropped my phone in less than 2 ft of water and performed their test they recommend to test the cases waterproof ability. The case passed their test but failed in real life and now I'm going to have to pay hundreds of dollars for a new phone because this company failed to meet the minimum expectations that they advertise.

Desired Settlement: I'm sure I'm not the only person that has had this issue. Please help me hold this company accountable for their product so this doesn't happen to anybody else. I seek compensation for my damaged devise as well as a functioning case, as im sure most would who buy phone cases advertised to be fully submersible in up to 6.6 ft of water.

Business Response: Dear ****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

Thank you!
Stephanie

7/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a phone case from Otterbox and it does not fit my phone, although Otterbox advertises and sells it as a case for this particular phone. Unfortunately I could not initiate my return within 30 days, and now they refuse to offer a refund or credit, despite their product not fitting my phone, which makes it useless to me. I would like a refund rather than to deal with this company and their inferior products. My order number is ********, purchase amount $19.16.

Desired Settlement: Refund for selling product that does not fit phone, despite advertising it as such.

Business Response: Dear ****, 

Thanks for reaching out to us and sorry for any delays.

I'm sorry that there was difficulty with setting up that refund. We do generally have a strict 30 day return policy. 

We don't generally do this but I went ahead and processed a credit refund to help you out. The reference number for that is **********. ****** refunds sometimes take a bit more time to process.

Please be aware of our return policy moving forward, and please make sure to test all products in an timely fashion in order to have a chance to return them. Without a lot of detail, I am guessing that you probably have the wrong case for your device.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** ******

7/22/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughters purchased a LIFEPROOF Fre case for her ****** **. The case states it is FULLY SUBMERSIBLE to 6.6 feet. It comes with a 1 year replacement program if water damaged. My daughter took it into a pool and found out the clear part that shows the ***** Logo was defective. Once home we called LIFEPROOF to file a claim on July 2, 2015 and was on hold for over 23 minutes while they tried to find out why their system would not take my credit card to pay the $50 handling charge. The end result was I was told to call back July 7th. I was not able to call back until July 9th. The attempt informed me that my claim was open by another call customer service person and I will need to call back after July 14th because it will take 48 business hours to find out who has the claim open.

Desired Settlement: I would like a new phone and case. For my time and troubles I would appreciate the $50 handling charge to be waived.

Business Response: Dear ****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case
?
2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

Thank you!
Stephanie


Consumer Response:

***** **** ***** *********************** *** ***** ***** *********************** **** ***** ************************* ***** **** *** *** **** ** **** ** ******** *** *** *** *** ** 

Dear Ms. *****,  I am writing to let you know I reject their response.  I am sending photos of 2 areas that advertise a 1 year total water protection with repair or replacement if water damaged.  Also the box says it is fully submersible to 6.6 feet.  My daughter was only in a 3 foot pool.  We saw another person over the 4th of July with same case and they were taking underwater photos in a pool without a problem.  There is a defect in this case that damaged our phone beyond repair.

Please see the attached and forward to Lifeproof on my behalf.  Please advise me if you need anymore information.

**** *****

Business Response: Dear ****,

Thanks for reaching out to us and sorry for any delays.

We are not able to assist with any devices, per our limited warranty. I am happy to link to that text. This is also explained in all inserts that come with the case.

http://www.lifeproof.com/en/policies-and-warranties
Please see LIMITED PRODUCT WARRANTY and Exclusions and Limitations.

Our cases do give you great waterproof protection, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

We stand by our offer to do a third party refund on the case, if we are able to receive the requested information.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response:

***** **** ***** *********************** *** ********************** ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* ********* 

I am pleased to say we were able to settle this and get a new case and phone.  We went to our local Verizon store and they called and got us what the warranty promised.  Not sure why we could not do that as an individual.

Thank you for your time.

**** *****

7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a case for my sons cell phone from this company yo protect it from getting damaged, instead the case damaged the phone by causing it to overheat, fry the battery, and crack the screen. I called the company in hopes to get assistance in getting the screen and battery replaced that was caused by their product and all they want to do is replace their product or refund product price which doesn't even cover the damage that was done

Desired Settlement: Replacement of the battery & screen their case case caused damage to

Business Response: Dear *******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email or the original email sent from the Manager you spoke with earlier today with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie

Consumer Response: ***** *** ***** ********************* *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** ********* *********

I appreciate the help however this solution is not acceptable being I have to either repair or replace the phone due to the damage their product caused. I don't feel I am being unreasonable wanting them to cover the damage their defective product caused. The total amount of the repairs in addition to the reimbursement for the defective product I feel is the right thing to do. 

*** ***** *** ********* ********* ************  ************

Business Response: Dear ***,

We do apologize for any distress this may have caused you. I have enclosed a link to our OtterBox Limited Warranty page: https://www.otterbox.com/en-us/warranty-full.html

We do not warranty devices as explained. Again, we are happy to offer you a 3rd Party Refund for the purchase price of your case.

Please let us know if you'd like to proceed with the 3rd Party Refund. If so, we will need the following:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

Thank you!
Stephanie

7/21/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Lifeproof case for my ****** * Plus because it was supposed to be waterproof. I put it through the test as directed by the instructions and was happy to find that it did not leak. I didn't take it in the water until my daughter decided she wanted to take pictures while swimming. So she took it in and it leaked and destroyed my phone. I called to find out what the company was going to do to correct this and they basically said that they would replace the case. Needless to say, I prefer to have my money refunded rather than another one of their cases. They agreed to refund my money, however, that does not help with the destroyed phone they said their product would replace. Their website says "Take the plunge! LifeProof delivers the highest rating against water ingress of any case on the market. That means you can surf, swim or soak without dunking your device. And, when it comes to everyday drenchings like wild weather, surprise spills and kitchen calamities, your electronics stay high and dry. A final word on water: we water test every case we make. If it leaks, we scrap it. We do this to give you the confidence that your phone or tablet is 100% protected. Water Proof"

Desired Settlement: I feel that since they say that the product protects your device 100%, they should have to replace my device.

Consumer Response:

***** ****** ******** *** ******* ********** ************************ ********* ***** ******* ******************* *** ********************** ***** **** *** ** **** ** **** ** ******** ********* ********* *********

My insurance will cover my phone, so if the company would reimburse me the cost of my deductible, that would be greatly appreciated!  My deductible is $199.

Thank You!

Business Response: Dear *****,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case
2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature
3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: defective product , i went into water with their " waterproof product " and it Did not work as they said , i call them and they are just responsible f to replace the product they sale but they will not cover the water damage to my phone

Desired Settlement: due to defective product i had to use the insurance on my phone , it cost me $199.00 to pay for my deductible. , i want them to pay for my deductible and i want refund for the ir product i just bought it two days ago

Business Response: Dear ******,

Thanks for reaching out to us. We apologize for any delays.

Per our limited warranty, we are not able to assist with the device, or, in turn, any device deductible. There is an insert that comes in every LifeProof package that explains this limited warranty in more detail. 

We are happy to set you up for a warranty on the case itself. So you know, we are not immediately seeing any incidents under your provided email address. Perhaps you contacted us under another set of contact information?

If you like, we can continue to help you on getting a replacement case.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:
you are selling a defective product , i did try it first and still did not work , it cost me $200 for using your useless product so iwant my money back on my deductible, at same time i will send a letter to apple because they do not need to sell defective products

Regards,

****** *****

Business Response: Dear ******, 

Thanks for getting back to us and sorry for any delays.

As stated before, per our limited warranty, we are not able to pay for any part of a device. We also cannot assist with the deductible. 

We are still looking to find any previous incident for you. As stated, we are happy to get you set up with a replacement on the case itself. Under certain circumstances, we can instead do a third party refund on the case, though we need some specific information: a photo of the case with name, date and serial number on a sheet of paper in the photo; a photo of the damaged device with the same written information; a photo of the original purchase receipt showing you purchased the case within a year ago, again with that written information. 

Please let us know which option will work for you and we can get that rolling.

Please also let us know if you have any further questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
I trusted your product and it did not work , it last only 2 minutes , it is a waste of money you need to take that product out of the market , and paid for deductibles , I spend more money replacing my phone and it is so bad that you do not take responsibility 
Regards,

****** *****

7/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we bought a lifeproof case where it states its is waterproof also says fully submersible to 6.6ft..also it says totally sealed from dirt/dust snow and ice...so when purchasing this case we look for that, as parents knowing children no matter the age including adults we are all careless and want the best protection for our device. so my daughter drops her phone in water accidently and the phone get wet through this case..I contact them and they claim devices are not covered but will send a new case..what good is that without a phone.. They are misleading in there product and I asked for reimbursement for the phone and was told not responsible..how is this legal?/I am requesting a new phone from them to stand behind there words..

Desired Settlement: I would like my daughters device refunded or replaced this was a Christmas present to her so we are still in contract with the phone ..It was a brand new ****** **...

Business Response: Dear ********,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.

Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:

I have already spoken to several people at the company and they told me the same story I am rejecting this beacause it clearly states on the box submersible up to 6.6ft of water..device is now damaged which I now need to replace for misrepresenataion..I would like my device replaced!!

Regards,

******** ****

Business Response: Dear ********,

We are sorry for any distress this may have caused you. Ad previously stated, we do not warranty devices. You can find more information here about our warranty: http://www.lifeproof.com/en/policies-and-warranties

Again, we would be more than happy to offer you a 3rd Party Refund for the purchase price of your LifeProof case.

Please let us know if we can answer any other questions.

Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:

This is false advertising and I will never purchase  a product from your company and trust me when I say this will be all over social media..I want nothing in return you are complexly useless how you take advantage of your marketing techniques to the younger generation

Regards,

******** ****

7/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter purchased Lifeproof water proof case for her phone that can take pictures under water. Well my daughter put the case on and went to take pics under water of her friends and water got into the case and ruined her phone (****** *) She was not in deep water and did everything the case said to do and it did not work. I contacted Lifeproof and they say they are not responsible for the phone but they will give me my money back for the case which was $77.03. I had to send them all these pictures and they still have not responded. I keep calling and they say the same thing. When we get them. Well I sent them 3 times and they will not let me talk to anyone else.

Desired Settlement: For them to refund the $77.03 and for Lifeproof case and to pay for my daughters ****** * that was ruined. It was $700.00. I have all the receipts!!!!

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry for any delays on that refund.

We are indeed very happy to process that third party refund on the case. The delay is due to the fact that we need some more information from you. Our not receiving the information as requested will likely lead to additional delays. We so far only have a number of photos of the case, with no handwritten information. 

We need the following photos in a fairly specific format:

1) Standard Warranty Case Photo, all parts, designs or patterns (if any) visible, handwritten name, current date and signature on a sheet of paper on the photo, and the serial number(s) from inside the case also written on that sheet of paper.
2) Damaged Device Photo: We also need handwritten name and date on a sheet of paper in that photo. We are also happy to work with an invoice from your carrier showing you needed a repair/replacement, also with name and date written on a piece of paper placed in the photo.
3) Purchase Receipt or invoice: this should show the case was purchased within the last 12 months, what case was purchased, the item line/purchase cost of the case and name/address/phone number of the store, plus your handwritten name & current date

Once we get these photos, and you can submit them through here, we are happy to process that refund for the case. 

Please let us know if you have any questions.

****,

Sarah

Consumer Response:

***** ******** ******* *** ******* ********** ************************ ********* ******* ****** *********************** *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** ** ********

I reject the business' response because i have already sent in all the required photos on Tuesday June 30, 2015. 

Regards,

******* ******

Business Response: Dear *******,

Thanks for reaching out to us. We do apologize for any delays.

I am happy to offer a list of the exact images we have received. These were all sent in roughly a 12 hour span on Tuesday, June 30. We have five (5) photos of a LifeProof case on what looks like a wood table. There is no written information (printed name, signature, serial number from case) in those photos. We have three (3) photos of an ****** * on what appears to be a granite background. There is no written information (printed name, signature, serial number from case) in those photos. It is hard to see damage to the device, though we understand it may be internal. There is one (1) photo of the edge of a sheet of paper with name, date and signature on the edge of a sheet of paper that appears to be laying on top of a wooden table. This is the information that needs to be in the same shot as the case, and we also do need to see serial numbers on that sheet of paper. The serial numbers are critical for authentication of the case. The final photo we are seeing is one (1) shot of what appears to be shipping confirmation of the case. What we actually need is an itemized receipt, in clear focus, so our accountants can properly generate a check refund for the to-the-penny pre-tax amount that was spent on that case.

Once we get the correct photos we will be happy to get that third party refund on the case processed.

Please let us know if you have any questions.

****,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because: I have been in contact with Life proof and I sent them all documents required for refund of the case.  Waiting to hear from them. Nothing was said about the refund of the phone ($749.99) that is now not working due to there product. I have the receipt for the phone and went to my carrier which they verified that the phone has water damage. Life proof ask for a verification from the carrier but they keep talking about a refund for the case and nothing for the phone. I sent you all the documents I sent them so now I am waiting for a response. 

Regards,

******* ******

Business Response: Dear ********,

Thank you for your reply. Unfortunately we can only accept files in a JPEG or PNG format.

As been previously requested, for a 3rd Party Refund we need the following:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:       This is what they sent me after sending all information that they asked for.......................Dear ********,Notes from John:We apologize for any trouble or inconvenience you have experienced. Due to your threat of legal action, we will be referring your situation to our Legal Department. They will review your case and will call you if they need any additional information. If our Legal personnel determine that we should settle your claim, they will contact you directly. If you do not hear from our Legal Department, it means that they have also determined that your claim should be denied. Please do not continue to contact Customer Service on this claim.
Now they are saying I need all the photos in jpg because they cannot receive them and I received emails saying the photo of the receipt was to far away can you take a picture up closer for us and so we did. I do not know what else to do.  We did everything they asked for and I know they got it.  I have the emails. 
Sincerest Regards,John
LifeProof Customer Service
(888) 533-0735


Regards,

******* ******

Business Response: Dear *******,

Our apologies for any distress this situation has caused you. I have checked all the photos you've sent along with the receipt from **** *** and am happy to offer you the 3rd Party Refund for the purchase price of the LifeProof case.

If you do want to pursue legal action though, I would need to refer your situation to our Legal Department.  They will review your case and will call you if they need any additional information.  If our Legal personnel determine that we should settle your claim, they will contact you directly.  If you do not hear from our Legal Department, it means that they have determined that your claim should be denied. 

Please let us know how you would like to proceed.

Thank you and have a great weekend!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because I want the money back for the case and the phone ($749.99)
your product ruined. I sent you the receipt for the phone to from apple store.  If this can not be settled through BBB then I will have to take further legal action.  Especially for the distress this has caused my 16 yr old child that paid for the phone with her own money!!!

Regards,

******* ******

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed a new order with a Lifeproof respresentative by the name of Tracy over the phone yesterday 7/8. She informed me that my order will be delivered via ***** 2 day delivery and it was smart post. Later in the day I received a tracking link which indicated that my order was still being processed and would perhaps ship today, 7/9 and it was not ***** smart post but just normal ***** delivery and that perhaps I wold receive order on Saturday since ***** delivers on weekends. I advised her that I was confused as to why the first customer service representative did not tell me about this and she apologized. I informed her that I need the item by Sunday and asked if she could still change shipping to overnight and I would pay the cost. She told me no that it was too late in the process and since ***** delivers on Saturdays it would be a waste of money to do so. When I checked the tracking link this morning there was no update so I called Lifeproof again. I spoke to Annamarie and she told me that ***** does not deliver on Saturday but I could call my ***** and ask them what my odds are of getting package on Saturday and she gave me the toll free number to *****. Again, I expressed my frustrations to her that I had not been given correct information by customer service. She didn't offer to do anything to assist. I called ***** and they also informed me that they do not deliver on weekends unless Lifeproof makes the request. I, at this point, am extremely flustered that I have been getting the run around. I call LifeProof back and this time speak with a Floor Manager by the name of Adam. He informs me that he cannot make any such change for Saturday delivery to my order and that he can't upgrade shipping as my package is on its way to *****. He informs me that if I had placed the order on the website that things would have moved faster. I again state to him customer service did not perform their job because Tracy who took my order yesterday could have told me this BUT she neglected to do so!! I express to him how awful this experience has been on me as a new customer and as a consumer. He had nothing to offer, nothing to say!! I am appalled at this behavior and disservice to a consumer!!

Desired Settlement: Next day air on current order, a new order with next day air shipping or some sort of discount/refund on my current order for all the hassle and misinformation provided by customer service representatives.

Business Response: Dear ******,

Our apologies for all the distress this has caused you! That is not the experience we want our customers to have.

What I would like to offer you is a 25% credit on your order.

If that is satisfactory to you, please reply back to let us know.

Thank you,
Stephanie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

****** ********

7/13/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new Otterbox case in the Consumer series. I used this case to protect my ****** *. This product was billed to protect phones against drops, bumps, and falls. Recently, my ****** dropped out of my hand and struck the ground. My ****** * was in the aforementioned case. Not only did this case crack, but it also failed to protect my phone. The screen to my phone cracked as result of this manufacturing and/or design defects of this product. The product is explicitly advertised to protect phones against the very nature of the act that broke my phone, and the product failed to live up to its standards. I contacted the company and they only agreed to replace the case, despite the product advertising to protect phones against falls.

Desired Settlement: I request that my screen be repaired or in the alternative that I be reimbursed for my costs to repair the screen.

Business Response: Dear *******,

Thanks for reaching out to us. We are sorry for any delays.

Per our limited warranty, we cannot assist with the device. While we do extensive product testing, we cannot account for every possible chain of events that may lead to damage to a device. Additionally, while we do offer great added protection in most circumstances, there is not a case out there that 100% assures there will never be damage to a device under any condition. The case is not an insurance policy, and we cannot warranty something we have not manufactured. 

We do see we have cancelled that last warranty on your request. If you like, we are happy to get you that warranty item out again. We would not charge you for this. 

If you could let us know when and where you made the original retail purchase of the case, before the last couple of warranty claims on the case, we might be able to see if there are any further options. 

Please also let us know if you have any questions.

Best.

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

The business failed to address the issue in this matter. The case provided by Otterbox failed to deliver on its expectations. The case cracked when it fell to the ground. The crack in the case was the cause in fact of the damage to my phone. In other words, had their case not failed, my screen would not have broken. Their case caused the damage to my phone and therefore they are liable for its repair. 

Regards,

******* *********

Business Response: Dear *******,

Thanks for getting back to us and sorry for any delays.

Again, per our limited warranty, we are not able to assist with the device. We are especially sorry if there were any misunderstandings as to what our warranty covered.

You can read over the details here:

https://www.otterbox.com/en-us/warranty-full.html


We are definitely happy to help out with a replacement on the case. As mentioned before, if you could let us know when and where the case was purchased, we may be able to see if there are other options. Specifically, we can under some circumstances offer a third party refund on the case. for that we need an itemized receipt of the original purchase of the case, showing it was purchased within a year ago. We have the rest of the information we need.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

Attached please find the bill from ******* showing that I purchased the Otterbox case for $34.99. The bill accurately reflects that this case was purchased September 22, 2014, well within the product's one year warranty. Accordingly, I would request reimbursement in the amount $34.99 for my purchase of this defective case.

Regards,

******* *********

Business Response: Dear *******,

Thank you for your email and the copy of the receipt! I will submit the request for the 3rd Party Refund to our Finance Department today.

It can take up to 3 weeks for you to receive your refund check.

Please reply to this email with any additional questions or concerns.

Thank you for choosing OtterBox!

Stephanie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. However, I reserve any and all rights against Otterbox should I not receive the refund check.

Regards,

******* *********

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought the life proof case for my ****** **, it is supposed to be able to withstand up to 6.6ft of water, it was not even near that and water made it's way inside because the case was defective. Now my phone is completely dead and the company has told me they can replace my case but i am on my own to replace the phone. If you are selling a case that has a defect and now the phone is dead because of it i think it is only fair to replace the phone. An email by the company suggested that we did not put the case properly but i can prove the case has a opening in the front that if we knew about it before we would of never had the phone near water and have to go through this and be without the actual phone which is even more hassle.

Desired Settlement: I would like that life proof either replaces and repairs my ****** ** white 16gb. I do not want a new case since i do not trust the company and their product.

Business Response: Dear ******,

Thanks for reaching out to us. We apologize for any delays.

Per our limited warranty, we cannot assist with the device. This limited warranty is included in an insert that comes with every LifeProof case. Our cases do give you great waterproof protection, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. You mention an opening in the front of the case. It is also up to each consumer to check for possible defects, as we cannot assure the waterproof feature of the case if there are pre-existing rips or tears on the case. We are not certain if you did do it, but it is critical that the waterproof test is done in all circumstances before installing the case as well. 

We do see we sent you a replacement case. Please do keep in touch with us if you have any issues with that replacement.

Please let us know if you have any questions.

Best,

Sarah




7/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: LifeProof advertises the I phone cases they sell are waterproof. They aren't. My teenager jumped into a pool, realized his phone encased in a lifeproof case-which I purchased because I have teenagers-got right out of the pool and noticed there was water inside the "waterproof" case. The phone stopped working. The product did not the phone. It did not xo what it is advertised to to. The website shows 2 sufers in front of the ocean with the caption "the waves are calling go all in with the waterproof cases for I phone...." but when I called last night I was informed the company would not assist other than to replace the case. The case clearly isn't waterproof. The case was not mistreated. It was in water for less than a minute. They said their advertisement reflected "rain". I was mislead. I purchased a product based on false advertsing. I am upset the company is fully aware their product is faulty and they continue to purposely mislead consumers.

Desired Settlement: I expect the company to stand by its advertised product. They knowingly sell products advertised to protect with full understanding they do not protect. They need to change their advertising and explain to the consumer "buyer beware"-the product isn't waterproof or frankly "lifeproof".

Business Response: Dear ******,

Thanks for contacting us. We are sorry for any delays.

Per our limited warranty, we are not able to assist with any device. The terms of the warranty are included in an insert that comes with each and every Lifeproof case. The case is not an insurance policy, and we are not able to warranty something we have not manufactured.  Our cases do give you great waterproof protection under most circumstances, but there are some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection. 

We are able to do a warranty on your case. Some people qualify for a third party refund on the case, and we can look to see if you might. For the first, we need a standard warranty photo. For the second, we need a standard warranty photo, documentation of the damaged device, and an original purchase receipt. This would be in lieu of the warranty. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:
the company advertises their product is "waterproof" and "lifeproof". clearly they are aware it is neither.  The LifeProof case we bought did not protect the phone as it was advertised. The incident was not some "some extremely rare instances where an unusual and unprecedented set of circumstances result in the case not offering maximum protection.".  A teenager jumped into a pool.  Their current advertisement on line shows a man being pulled behind a boat-clearly over water (getting "air") -with the caption " Independence Day".  They advertise extreme, but in their response to me they state their product will not protect a phone from a teenager jumping into a pool.
Their advertising is intentionally misleading and false.
I expect them to have to change their current and future advertising practices and to publically acknowledge the product is not "waterproof" or "lifeproof".
Regards,

****** *** ****

Business Response: Dear ******,

Thanks for getting back in touch with us. We do apologize for any delays.

We do hear your concerns. That said, we cannot assist with a damaged device. While it does sound there was not anything particularly unusual about a teenager in a pool, there could have been other mitigating circumstances such as an undetected tear in the case, an error in installation or the water test not being properly administered that led to the case not offering optimal protection, just to name a few possibilities. While we extensively test our cases, we cannot test for every possible set of events under every situation. 

As mentioned before, you may qualify for a third party refund on the case. We just need some more information from you for that, as was specified in the previous reply.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Complaint: ********

I am rejecting this response because:

The product did not protect the phone. The box clearly advertises "waterproof". It's not. The company knows the product is not "waterproof" even though they clearly advertise it is. They know this because they will not stand by their product.  when I called, I was informed it was "rainproof"--yet the box clearly shows the phone in the case submerged in water and high impact water activities.   The box states, very clearly, in multiple places, the product is "waterproof". It doesn't say "water resistant".
My son had his phone in his pocket (which was in a lifeproof case) when he jumped into a pool. He got out immediately when he remembered his phone. The phone had water inside the case. If the case were truly "waterproof" there wouldn't be water inside.  He opened the case and dried off the phone. Almost immediately, the phone started to "fog" up.  Then the phone stopped working. We drove right to a Best Buy (where we purchased our phone AND our Lifeproof case. We were told the phone was ruined. We then immediately called customer service for Lifeproof where we were informed they would not do anything for us, but replace the case. Why would I ever consider using a product that failed again???  We had to purchase a new iphone. I can never trust a lifeproof product again to protect the product. I'm actually surprised the company thought I would trust them again. They customer service was unhelpful. The product doesn't work.  I spent over $80 on a case that advertised "waterproof"--it's not "waterproof".   They need to stop advertising "waterproof". The advertisements show high impact-extreme sports near water. Jumping in a pool is not high impact or extreme-and the product failed.  This is false advertisement.



Regards,

****** *** ****

7/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We obtained a lifeproof case from their website on 07/01/2016 order # *********. This case passed the water test , however the phone got damaged as the case leaked. Their wesite states that their cases offer a"total water protection plan or TWPP". When I called the center about missing registration card, I was informed that they no longer offer it and only offer it if I had purchased the case from Verizon. This was not mentioned on the website. I feel that this is very deceptive. I tried to call and spoke to their customer support manager "kat" who also apologized and said their policy has changed. I would not have bought the case from them and instead bought it from Verizon if this was mentioned on their website. I would like reimbursement for my damaged * ***** *

Desired Settlement: my damaged cell phone should be covered as advertised on their website through the total water protection plan that they offer or claim to have offered

Business Response: Dear ******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents. We can only accept JPEG and PNG files.


Thank you!
Stephanie

Consumer Response: Complaint: ********

I am rejecting this response because:
I am not disputing for the cost of your case. I am disputing that you are not standing behind your Total Water Protection Warranty. When I called your company (from where I bought your case), I was told that you had "recently " changed the policy on that and no where on your website does it indicate that change. I got the device replaced with a $200 deductible and paid $85 for the case. Please refund me $285. Thanks
Regards,

****** ******

Business Response: Dear ******,

Thank you for your response.

As previously stated, do not warranty the devices. You can find out more information regarding this here: http://www.lifeproof.com/en/policies-and-warranties.

Again, we are happy to refund you for the purchase price of the case.

Please reply to this email to let us know if you would like to proceed with the refund.

Thank you,
Stephanie


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

****** ******

7/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: It's said that otterbox products protect your phone. With that being said, my phone was not protected and it should've been. I mistakenly dropped my phone on laundry and my screen shattered with the product on my phone. They said they would replace it if that happens. The warranty is a lie and they have yet to email me back. I have called customer service and they don't tell me much but tell me that they can send me a new case, I just have to pay shipping. I don't want or need a new case. My case I have now is still intact. I had to go to my carrier and pay out of pocket for my phone to get replaced. It's ridiculous on how they don't email back. I just want a simple reply. That's all and my money I paid to get my phone replace because their product didn't do what they promised would do

Desired Settlement: Money for replacement phone. They had a warranty saying they would replace the phone when it breaks in their product

Business Response: Dear *******,

I am very sorry to hear that your case did not perform as expected. While we are not able to repair or replace your device, we would be happy to refund the original purchase price of your case. To complete your refund, we will need the following documentation:

1)    Standard Warranty Case Photo:
•    Your entire case, including parts that are not damaged
•    Any design or pattern on your case, such as camouflage
•    Your handwritten name, current date, and signature
•    The Serial number or product code found inside your case

2)    Damaged Device Photo:
•    Damaged phone or tablet
•    Your handwritten name, current date, and signature

3)    Purchase Receipt or invoice:
•    Purchase date (within the last 12 months)
•    Case or product that was purchased
•    Purchase price
•    Retailer contact information, including phone number
•    Your handwritten name & current date

Please reply to this email with any additional questions or concerns, or with the necessary documents.

Thank you!
Stephanie


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

******* ******

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have used my lifeproof case for the ****** twice now and it has caused me to destroy 2 very expensive ******* due to water ingress. The first time I reported it to lifeproof and they did not guarantee the phone and merely sent me another case to use for my ruined phone. This last time I double checked the seal and even bought the non-nuud version in order to be more secure (has a fully enclosed protective covering), but water still leaked in and ruined my ******. I feel I have to create a complaint because I do not want another case I want them to stand by their product which claims it is waterproof when it is in fact not. And the failure of such a product is not a 100 dollar case but a 700 dollar ******.

Desired Settlement: i would at the very least like a full refund to my credit card for the case because I have already had to spend the full amount to replace 2 *******

Business Response: Dear ******,

Thanks for contacting us. We apologize for the distress this has certainly caused.

We are not seeing a recent incident with your name on it, but we are happy to go over the details of what we may be able to do for you.

Per our limited warranty, as you are already aware, we are not able to assist with the device itself. That said, you may qualify for a third party refund on the case. What we would need to process that is as follows: a standard warranty photo of the case, a photo of the damaged device (or a photo of the invoice from your carrier showing the phone had to be repaired or replaced), and a photo of the original itemized purchase receipt that shows the case was purchased within a year ago. All photos need to have date and signature on a sheet of paper in the photo, along with a little more information. 

Please let us know if this might work for you. If you cannot provide the second two parts, we are still happy to warranty the case itself.

I have gone ahead and set up a fresh incident for you. We last had contact from you about a year ago so we would also need to know if all contact information is up-to-date. If you last contacted us under another name, please let us know so we can find that incident. 

Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I had to replace my phone immediately since I use it for work (not a work phone provided by company). I am happy to put you in touch with ******* or ******* the company I used to replace my phone. My claim I'd is tel:********* with *******. They can provide you all the phone details since I have returned the phone to them upon receipt of my new phone. 

Regards,

****** ******

Business Response: Dear ******,

Thanks for reaching out to us. We apologize for any delays.

Our previous possible resolution offers still stand. We do need more information to do either the warranty on the case or the third party refund on the case. If we go the route of the third party refund on the case, we can work with an invoice showing that ******* had to repair or replace the case if you can no longer provide photos of the damaged device. The other thing we would need for this resolution is an itemized receipt of the purchase of the case. We need you to do the footwork on obtaining both items. For either resolution, we at least need to get a standard warranty photo. 


Please let us know if you have any questions.

Best,

*****

Consumer Response: Complaint: ********

I am rejecting this response because: I am confused by your wording. I do not want a replacement of the case (no offense to you, but it is a terrible product that has caused 2 of my very expensive ******s to be destroyed). I had my phone replaced and i can send you all the relevant info from ******* who replaced the PHONE. Also i am including my last correspondence with LifeProof regarding replacement of the old case. Any solution that includes replacement of the CASE will not be acceptable to me as i do not want to use your cases anymore. I will attach pictures of the most recent case that failed (the previous failure is documented below with regard to the incident number i filed with LifeProof).



*** ******: Claim ID #********* *******

Lifeproof (previous incident)
Incident Number: ************
Number: ***************
Date: Aug 12, 2014


Regards,

****** ******

Business Response: Dear ***,

Thanks for getting us those photos. We are happy to let you know what we can do for you.

While we cannot assist with the device, we are happy to offer a third party refund on the case. 

The case photos are good. We are happy to so far work with the provided information on a good faith gesture about your repair, even though we usually need a photo of the invoice if a photo of the damaged device cannot be provided. 

The last piece we need is an itemized receipt for the purchase of the case. We are aware not all customers are able to provide this, and not all customers qualify for a third party refund for this and other reasons. That said, if you can get us that, we are happy to give you a to-the-penny pretax refund for the amount you spent on the case. 

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Attached are the photos of my ****** receipt. That is the best I can find as it was ordered on ******. Please let me know what the next steps of this third party refund are. 

Regards,

****** ******

Business Response: Dear ***,

Thanks for getting in touch with us and sorry for any delays. 

Thanks for providing that. It definitely looks like we can get you a refund for $79.99. The one last thing is that it needs to be a photo of a hard copy of the receipt with name and date signed to it. We are not able to work with a smart phone screen shot, unfortunately. 

Once we get that, we will be very happy to process that refund.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. How do you proposed I get a hard copy of the receipt of the purchase was made on ****** and the package material was probably thrown out long ago. You have the confirmation number and the order history and amount I'm unclear how this is not enough. A photo of the hard copy which doesn't exist and my signature (not sure if you know how ****** works but that doesn't happen) will only show the ***e thing as those screen shots. I'm sorry for the rudeness but there's a lot of back and forth on these messages on information I have already provided to you. 

Regards,

****** ******

Business Response: Dear ******,

Thanks for reaching out to us. We do apologize for any delays.

We definitely are not trying to be difficult. On the contrary, we are wanting to assist you in getting us the best possible paperwork that will assure this be swiftly processed by our finance department. They have specific guidelines they must abide by in any refunds they issue. 

For third party case refunds we need verifiable receipts of purchase. I am fairly confident that ****** can regenerate this for you. 

Bear in mind that not all customers quality for third party refunds. It is a special exception and we need to have the paperwork in a pretty exact format. 

Once you are able to get that correct receipt to us, we are happy to get that third party refund processed for you.

Please let us know if you have any questions.

Best,

Sarah

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

After contacting ****** and informing of this case they were able to offer me the following document which i am attaching. If this document should prove insufficient then i am putting the onus on you to track down the proper paperwork. You have the ****** order number, your own records of the sale, and all the relevant information so if this should prove insufficient you can call ****** and speak with them directly as i have done. 

Regards,

****** ******

Business Response: Dear ***,

Thank you for your email. I submitted the 3rd Party request to our finance department yesterday. It can take up to 3 weeks for a refund in the form of a check to arrive to you.

Please let us know if there is anything else we can assist you with.

Thank you,
Stephanie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

****** ******

7/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is with Otter Box The Total Water Protection department. My daughter's phone was water damaged due to the Otter box not protecting it. The Total Water Protection department assisted me on filing a claim and sending the iphone and cover back in order for them to replace both the iphone and cover. I was charged $50 to process the claim. In a couple of days, after receiving a new phone and cover we sent the damaged products within the required time, back in the *** prepaid package that was provided. I kept receiving emails stating that the product had not been received. Thankfully, I kept the tracking number because when I called on June 4 to see why I was still receiving the emails, the Agent could not find the returned items. I told her it was received May 28 and I gave her the tracking number and name of person who signed for it. She said she would forward the tracking number to her supervisor and it would be taken care of. On June 11 I received an email saying the iphone was still locked on ****** and it would have to be removed so they could check in the device. I immediately erased the device from ****** and called the Total Water Protection department to confirm with them. I spoke to Courtney as well as sent an email verifying they had the phone, it was erased from ****** and that I would not be charged their fee of $600 for not completing these steps. June 15, I received an email stating I've been charged $600 for not following the proper steps of returning the iphone and case and i am outraged! I followed the return requests, spoke to Agents and a Supervisor to make sure this didn't happen yet they've still inappropriately charged me. Courtney said if I had any more issues to call back anytime 24/7. I just called and their was no one available to assist me. They have poor service, unknowledgeable staff and provide false information. Just the fact that I had to give the Agent the *** prepaid tracking number to track their package is unacceptable and now they have inappropriately charged me $600.

Desired Settlement: I would like for Otter Box Total Water Protection to refund my account $600 immediately. They received the damaged phone and case within required timeline.

Business Response: Dear *****,

Thanks for reaching out to us. We really do apologize for any errors that were made in processing your claim.

As you may already know, we did go ahead and refund that $600. Depending on your bank, it may take 7-10 business days to show up in your account. Please do reach out to our TWPP department if this charge resulted in overdraft fees as those should be able to be refunded as well.  The TWPP number is 877-394-6001.

Hope this helps, and, once again, we apologize for any difficulty with this claim.

Please let us know if you have any questions.

Best,

Sarah


Consumer Response: Complaint: ********

I am rejecting this response because:

No refund has been received on this matter.  

Regards,

***** *****

Business Response: Dear *****,

Thanks for reaching out to us and sorry for any delays.

That refund may still take about 3-5 business days to get to you.

Please let us know if you have any questions.

Best,

Sarah

6/30/2015 Advertising/Sales Issues | Read Complaint Details
X