Complaints

This profile includes complaints for Otter Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Otter Products

  209 S Meldrum St Fort Collins, CO 80521-2603

  
• 

  Otter Shop

  151 W Mountain Ave Fort Collins, CO 80524-2822

  
• 

  Lifeproof Cases

  650 Missouri Avenue Jeffesonville, IN 47130

• 

  LifeProof

  15110 Avenue of Science San Diego, CA 92128

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Otterbox boasts protection of iPhones. After using an Otterbox "Protective" case, my back glass on my phone completely shattered after falling a short distance from my couch to the floor. Upon calling about their "warranty" I was told they only offer a "new case". I was not expecting them to cover any of the damages to my phone, but simply requested a refund for the clearly defective product that they overcharge for. This "warranty" doesn't make sense. If my phone broke while using their product, why would I want a new one that would do the same thing?

  

  Business Response

  Date: 05/23/2024

  Hello, 
  
  We are unable to provide any compensation for damage in your device. In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty statement, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS,"
  
  -OtterBox

  Customer Answer

  Date: 05/23/2024

  Complaint: 21747414
  
  I am rejecting this response because: they should not boast that their products are effective against damaging of phones. It is misleading
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 05/28/2024

  Hello,

  We will not be able to provide compensation for your device. We can cover device manufacturing defects on our products. However, if a product defect does arise, we can replace the OtterBox Product. Failure to notify Otter Products directly about the manufacturer defect does not constitute repair or reimbursement for device damage. We have no record of contact directly to Otter Products from the information you have provided. The Limitation of Liability clause of our warranty statement does state, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE)." This would be treated as negligence, as we have no prior contact, to a known manufacturing defect and we cannot cover the cost of repair, nor reimbursement for a new device.  

  ~OtterBox

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Under __________, company was to send me 2 new cases to replace the 2 broken warranty cases it sent and I paid for. I have emailed the company several times, and it has not sent the cases nor responded."May 9, 2024 Hello *******,Thank you for reaching out to ***************** We are sorry for the issue with your order. We are going to re-ship your order and waive the shipping and handling fee to get your package out the door as quickly as possible. Before reshipping your order, we just want to clarify since there were 2# iPhone 14 ********************* Glare Guard on your original order, were they both received damaged, or just one? Please respond to this email and we will get your reship order all wrapped up for you. We appreciate your business and hope you have a fantastic day! Sincerest Regards,****** OtterBox Customer Support **************"Case # ********

  

  Business Response

  Date: 05/23/2024

  Hello, 

  We have received your request for a reshipment of order 0622885103. However, under the original order, we only received a request for two screen protectors and no cases. You may fill out a warranty claim for the other two cases through phone, chat, or email. However, we cannot send out additional product in a reshipment as the products were never on the original order. 
  
  -OtterBox

  Customer Answer

  Date: 05/23/2024

  Complaint: 21744749
  
  I am rejecting this response because:  I am not asking for cases - just the 2 screen protectors.  As the email clearly states, the 2 screen protectors came damages.  You were to then send 2 repalcement screen protectors.  You have yet to send the replacement screen protectors.  Please send the replacement screen protectors to me ASAP at *******************************************************************  Again, this has NOTHING TO DO WITH CASES.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 05/28/2024

  Hello,

  Thank you for your update on the items you have requested. After reviewing your case ********, we have found that you have not allowed OtterBox sufficient time to respond to your email inquiries. Sending daily emails can delay our response time.

  ~OtterBox

  Customer Answer

  Date: 05/29/2024

  Complaint: 21744749
  
  I am rejecting this response because: i never got the replacement cases
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 05/30/2024

  Hello,

  OtterBox is currently working on your warranty claim. Please allow time for our agents to respond to your emails in order for OtterBox to assist you with your warranty claim. 

  ~OtterBox

  Customer Answer

  Date: 05/30/2024

  Complaint: 21744749
  
  I am rejecting this response because:  Stop sending back non-substantive responses. How about sending an update to me??  Your customer service is subpar and your ******************** responses are shameful.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6th I attempted to complete a warranty claim on my otterbox case. In order to be able to start the claim process I had to chat with a customer service representative. In placing the order I selected standard shipping. 5 to 7 business days. On the 7th business day I contacted customer service again only to be emailed a form to fill out to once again start the warranty process. I sent an email back to the required email. On May 17th I received an email stating the order was cancelled. Once I received this email I decided to purchase a through Amazon for 25 dollars. And received it on the 20th, 3 days after order. Then on the 21st I received an email stating my order has shipped. When I contacted customer service chat again. It took over 30 minutes to be told there was a back office mistake and I was getting the case and I would not be charged. Through the process I was told multiple times that the time frame for processing came and left. And each step takes different amount of time. There needs to be an upfront time frame for processing claims and it be visible for ANY orders, warranty or not.

  

  Business Response

  Date: 05/23/2024

  Hello, 

  Every warranty claim is subject for review. In order to complete a warranty claim, you must submit all required information in order to complete your warranty claim. We have received your information and have submitted your order in order 0622964881. Please note, the shipping expectations are 3-8 business days once your order has left our warehouse. 

  -OtterBox 

  Customer Answer

  Date: 05/23/2024

  Complaint: 21743536
  
  I am rejecting this response because: My actual complaint through the BBB is that there is NO clearly defined timeline for warranty claims processing that I can find anywhere through the process. The only dates I was able to find myself was the7 to 10 business days for shipping. In the claim process it needs to state that there may be a review process which may take X number of days to accomplish. That way individuals waiting on warranty replacements do not wait for the 7 to 10 business days before contacting to ask for a status. They would have a expectation of the process taking longer. In my case the first time I reached out about my order I was told they sent me an email which I had not received. Possibly add it to a warranty dashboard on the website so that the individual claimant can log in and see that they should have received an email and request it immediately vs when they are expecting a package. 

  While the resolution of my case is completed. I want this process to change for future individuals who need to file claims. 

  Regards,
  
  ***********************

  

  Business Response

  Date: 05/28/2024

  Hello,
  
  As part of our commitment to quality, we may require additional information about the product being claimed at any time. We reserve the right to ask for a photograph of your product to validate the claim and may also request that you return the product for inspection. Otter reserves the right to charge a shipping and handling fee for warranty claims.
  
  ~OtterBox

  Customer Answer

  Date: 05/29/2024

  Complaint: 21743536
  
  I am rejecting this response because:

  After reviewing the response that is information available on the website. The issue is there is NO defined timeline for a warranty process for the consumer. The only timeframe given was the shipping timeframe. 

  There needs to be something stating that there is ** amount of time for the warranty claim to be processed or that you will be contacted in ** number of days in regards to the claim.

  In my case had I not reached out it could have went past the 30 days without receiving the email asking for more information and the warranty claim would have been dropped. 

  As an example if in the process of filing a claim it stated if you do not get a status update in 5 business days please follow up with customer service. 

  This would allow for the consumer to be watching their email for shipping information, a message requesting more information. If they do not get notified it gives them the chance to communicate with you to find out if they do need to send in more information or if data was lost somewhere in the process. 

  Once again I am satisfied with my outcome. I just would like to see a change so that future customers/clients do not experience the same that I did. 

  Regards,
  
  ***********************

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a iPhone 11 phone case four years ago, and it recently broke. Under the limited warranty, I should be able to receive a replacement. However customer service rejected my claim.

  

  Business Response

  Date: 05/08/2024

  Hello, 
  
  From the information we have received, we have determined your product is not an OtterBox product and we cannot proceed with your claim. OtterBox products are available for a warranty but Otter can only provide a warranty under the applicable circumstances for any Otter Product. Since you do not have an OtterBox product, we cannot proceed with your warranty claim. 
  
  -OtterBox

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased several of these Otterbox cases in the past and never had issue with the company, up until now they've always been good about Replacements under warranty today I called about a replacement under the lifetime warranty for my S10 plus ******* phone case and they said they no longer make and stock those so they were not willing to send me a replacement, however turns out that there are retailers all over the place that still carry this case, and yet they still do not wish to honor the warranty after speaking to an entry level agent as well as asking to speak to supervisor named ***** who thought it was more to his benefit to make a slew of excuses and answer questions I didn't ask when I was very straightforward with my questions he continued to speak over me and was extraordinarily rude I asked him several times for an email address or a way to complain to his boss not only about the situation but also about his performance, he denied me the ability and then tried to prevent me from getting his name, his name was ***** if that matters to anyone I want others to know that if you purchase one of these cases you may run into issues with the warranty what I would like to see the company do is make good on either replacing the item that is under warranty, or sending me a refund so I can purchase another one from a third party that still sells this particular product. I am open to other options in this matter if they are willing to replace their defective product but the case is falling apart and does need replaced. I am very displeased with the customer service aspect as well as their inability to find any type of an acceptable way of taking care of this. My one concern is even if they do give me a refund if I purchase another case I will go into this knowing that their warranty does not mean anything and that I will not be warrantied even if I purchase a brand new item off of a store shelf today. I think that's very wrong and people should be warned also.

  

  Business Response

  Date: 05/08/2024

  Hello,
  
  We are unable to provide a refund for you or replace your case. These cases have been discontinued and we no longer have inventory. Other retailers may have additional inventory of the desired product(s) but are not required to extend out a warranty replacement for you. As stated in our Warranty Statement, "Otter will make every effort to replace OtterBox Products or discontinued products but cannot guarantee their availability for replacement."
  
  - OtterBox

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an otterbox customer since 2012. I have loved them because they have had a seamless warranty process.The last phone cases for my husband and myself I brought directly from their site as I had a corporate discount which was the best price. Since then I have filed multiple warranty claims for my husband and myself.Yesterday I filed a claim and for the first time they are requesting photos of the damaged products. Their customer service said that it is random and doesnt always happen the computer requests it. They advised to send a response via email to the verification team as I purchased the products directly from the company and have had all my replacements done without photos. They are continuing to say that I cannot get my items replaced. They have set a precedent that this was not required and all of a sudden i need photos.

  

  Business Response

  Date: 05/02/2024

  Hello,

  WARRANTY CLAIM PROCESS: We may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection. Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim.
  

  ~OtterBox

  Customer Answer

  Date: 05/02/2024

  Complaint: 21656121
  
  I am rejecting this response because: again in the last 10+ years they have never asked me for this with any of my warranty claims. They have set a precedence and now want to change that up. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/02/2024

  Hello,

  We appreciate that warranty claims can be a new process for some, but it's important to note that OtterBox has been offering this service for many years. As part of our commitment to quality, we may require additional information about the product being claimed at any time. We believe this is a necessary step to ensure that we provide the best possible service and support to our valued customers.
  
  We reserve the right and may ask you to send us a photograph of your Product to validate the claim and, in some cases, we may ask that you return the product to Otter for inspection. Otter reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim.

  ~OtterBox

  Customer Answer

  Date: 05/02/2024

  Complaint: 21656121
  
  I am rejecting this response because: exactly for many years ... ten to be exact, yall have never requested it.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone case from them when I bought a new phone. I liked their brand because they offer a "Lifetime Warranty" with every case they sell. However, today I found out that this is not fully true. My case has come to the end of its life and I wanted to get the free replacement for it that I thought I was able to get. I was told that they discontinued that case and all other cases for my phone type and they would not be sending me anything. I feel I am owed compensation from them for a new phone case since I was under the impression they would replace my phone case from normal wear at some point. I can't purchase anything from their website since they don't offer anything for my phone and I now have to go looking elsewhere. So this "lifetime warranty" isn't really a lifetime warranty. I feel like that is misleading. So I want to be refunded for the case I have to buy elsewhere.

  

  Business Response

  Date: 04/16/2024

  Hello,

  The cases available for your device have been fully discontinued and are outside of our warranty policy. Normal wear on your case is not covered under our warranty as stated in our warranty statement, "this Limited Warranty does not, under any circumstances, cover defects resulting from: normal wear and tear or otherwise due to the normal aging of the Product; cosmetic damage, including but not limited to scratches, dents and broken plastic unless failure has occurred due to a defect in manufacturing, materials or workmanship; improper or unreasonable use or maintenance; failure to follow operating instructions; accident; excess moisture; insects; damage caused by accident, abuse, misuse, fire, lightning, earthquake, or other external cause; power surges; connections to improper voltage supply; unauthorized alteration or modification of original condition; damages caused by inadequate packing or shipping procedures; loss of, damage to or corruption of stored data; damages caused by use with non-OtterBox products; Products that require modification or adaptation to enable them to operate in any country other than the country for which they were designed, manufactured, approved and/or authorized, or repair of products damaged by these modifications; and products purchased from unauthorized dealers that are not subject to Otters quality controls." Additionally, we cannot guarantee products for replacement, as according to our warranty statement, " Otter will make every effort to replace OtterBox Products or discontinued products but cannot guarantee their availability for replacement." 

  ~OtterBox

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against OtterBox regarding a recent product issue that has resulted in significant damage to my iPhone 12 and subsequent financial implications.- **Purchase Details:** - Date of Purchase: October 15th, 2023 - Product: OtterBox iPhone 12 & iPhone 12 Pro Commuter Series Case - BLACK - Seller: OtterBox via Amazon - Order Number: 113-3759320-5999428 - **Issue Description:** Upon purchasing this OtterBox case, I expected the usual durability and quality associated with the brand. However, within six months of use, the plastic structural bar above the charging port of the case unexpectedly cracked and broke in half. This breakage caused one-half of the plastic bar to become lodged inside the charging port of my iPhone 12.- **Consequential Damage:** The lodged plastic piece resulted in damage to the charging port of my iPhone, leading to a visible white line across the screen whenever it is turned on. Despite seeking assistance from the *********** (**************, ************), they were unable to remedy the issue without risking further damage to the phone's internal contacts. Consequently, my iPhone is now rendered unusable and beyond repair due to this case-related malfunction.- **Financial Impact:** As a college student, this incident has significant financial implications. My AppleCare had expired due to the age of the phone, leaving me with no recourse but to replace the iPhone entirely.- **Frustration and Concerns:** I am deeply frustrated and concerned that a supposedly durable OtterBox case failed to protect my phone and, in fact, caused irreparable damage. This experience has shaken my confidence in the quality and reliability of OtterBox products, which I have relied upon in the past.

  

  Business Response

  Date: 04/11/2024

  Hello, 
  
  We are unable to provide any compensation for damage in your device. In our Limitation of Liability we are not liable that occurs to any device. As stated in our warranty statement, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS,"
  
  -OtterBox

  Customer Answer

  Date: 04/12/2024

  Request for Reconsideration - Complaint #********
  
  Dear OtterBox Customer Service,
  
  I am writing to formally reject the response provided regarding my complaint (********) concerning damage to my device. While I understand the limitations outlined in your warranty and liability statement, I believe there are compelling grounds for reconsideration based on applicable consumer protection laws and principles of product liability.
  
  The email response cited the limitation of liability clause, which primarily addresses indirect, incidental, consequential, special, exemplary, or punitive damages, without explicitly mentioning direct damages. However, the circumstances of my case involve direct damages resulting from a defective OtterBox phone case.
  
  Specifically, my phone was damaged beyond repair, as confirmed by Apple, due to a structural weakness in the OtterBox casespecifically, a defective "plastic bar" above the charging port. This defect directly led to the damage of my device.
  
  Under the ************************* Warranty Act (MMWA) and the Uniform Commercial Code (UCC), manufacturers like OtterBox may be held accountable for damages resulting from defective products.
  
  I am formally requesting a thorough review of my claim considering the direct nature of the damages caused by the OtterBox case defect. I expect a prompt response and request that you reconsider your decision in light of the information provided. I am seeking compensation equivalent to the cost of replacing my iPhone 12.
  
  Please respond to this request within 14 days of receipt of this letter. I appreciate your attention to this matter and look forward to your prompt response.
  
  Thank you for your consideration.
  
  Sincerely,
  *************************
  

  

  Business Response

  Date: 04/12/2024

  Hello,
  
  We will not be able to provide compensation for your device. We can cover device manufacturing defects on our products. However, if a product defect does arise, we can replace the OtterBox Product. Failure to notify Otter Products directly about the manufacturer defect does not constitute repair or reimbursement for device damage. We have no record of contact directly to Otter Products from the information you have provided. The Limitation of Liability clause of our warranty statement does state, "IN NO EVENT, UNDER ANY CAUSE OF ACTION OR THEORY OF LIABILITY, WILL OTTER, ITS DISTRIBUTORS, OR SUPPLIERS BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, OF ANY NATURE WHATSOEVER, ARISING OUT OF THE USE OF OR INABILITY TO USE ANY PRODUCT, INCLUDING, WITHOUT LIMITATION, PROPERTY DAMAGE, LOSS OF VALUE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, OR LOSS OF USE OF THE PRODUCT OR ANY THIRD PARTY PRODUCTS THAT ARE USED IN OR WITH THE PRODUCT, EVEN IF OTTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. WITHOUT LIMITING THE FOREGOING, CUSTOMER UNDERSTANDS AND AGREES THAT ******************** HAS NO LIABILITY FOR ANY DAMAGE OR DESTRUCTION TO CUSTOMER ELECTRONICS DEVICES OR OTHER PERSONAL PROPERTY THAT ARE CONTAINED INSIDE OR OUTSIDE PRODUCTS, INCLUDING, WITHOUT LIMITATION, LAPTOPS, SMARTPHONES, CELLULAR PHONES, OR OTHER HANDHELD DEVICES, OR ANY LOSS OF DATA CONTAINED IN THE FOREGOING DEVICES. NOTWITHSTANDING ANY DAMAGES THAT CUSTOMER MIGHT INCUR FOR ANY REASON WHATSOEVER (INCLUDING, WITHOUT LIMITATION, ALL DAMAGES REFERENCED HEREIN AND ALL DIRECT OR GENERAL DAMAGES IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE)." This would be treated as negligence, as we have no prior contact, to a known manufacturing defect and we cannot cover the cost of repair, nor reimbursement for a new device. 
  
  -OtterBox

  Customer Answer

  Date: 04/13/2024

  Complaint: 21559976
  
  I am writing to follow up on Case #******** regarding a defective OtterBox product that resulted in damage to my phone.
  
  
  On April 10th, I contacted Otter Products to report a manufacturing defect in my OtterBox iPhone 12 Commuter Series Case. The defect caused the case to crack, subsequently leading to damage to my phone.
  
  
  I promptly reached out to seek assistance and explore options for compensation or resolution. Unfortunately, I was informed that nothing could be done at that time.
  
  
  I want to emphasize that I contacted Otter Products immediately upon noticing the defect, and I have attached photos of the defective product and the resulting damage to my phone for your reference.
  
  
  Given the circumstances, I kindly request a reconsideration of my case and urge Otter Products to review the provided evidence. I firmly believe that the defect in the OtterBox product directly caused the damage to my phone.
  
  
  Please let me know how we can proceed to address this matter effectively. I appreciate your attention to this issue and look forward to your prompt response.
  
  
  Thank you for your time and assistance.
  
  
  Warm regards,
  *************************
  [Case #********] 

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $12.99 on April 9th 2021 for a phone case from OtterBox authorized retailer. It came with a 7-year full replacement warranty. The case degraded and became unusable. When I called customer service they yanked me around for 40 minutes about the model before telling me it was discontinued. Only offered me a 25% credit off a phone case that does not fit my phone. This was are not our contractual warranty. They refuse to credit or refund for the amount of purchase when they could not fulfill replacement guarantee.

  

  Business Response

  Date: 04/08/2024

  Hello,
  
  The cases available for your device have been fully discontinued and are outside of our warranty policy. Normal wear on your case is not covered under our warranty as stated in our warranty statement, "this Limited Warranty does not, under any circumstances, cover defects resulting from: normal wear and tear or otherwise due to the normal aging of the Product; cosmetic damage, including but not limited to scratches, dents and broken plastic unless failure has occurred due to a defect in manufacturing, materials or workmanship; improper or unreasonable use or maintenance; failure to follow operating instructions; accident; excess moisture; insects; damage caused by accident, abuse, misuse, fire, lightning, earthquake, or other external cause; power surges; connections to improper voltage supply; unauthorized alteration or modification of original condition; damages caused by inadequate packing or shipping procedures; loss of, damage to or corruption of stored data; damages caused by use with non-OtterBox products; Products that require modification or adaptation to enable them to operate in any country other than the country for which they were designed, manufactured, approved and/or authorized, or repair of products damaged by these modifications; and products purchased from unauthorized dealers that are not subject to Otters quality controls." Additionally, we cannot guarantee products for replacement, as according to our warranty statement, " Otter will make every effort to replace OtterBox Products or discontinued products but cannot guarantee their availability for replacement."
  
  -OtterBox

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought there product ( liked it ) a piece broke on it , it has a life time warranty. Ive done everything they asked ( which was a lot) and they still ask for more after I sent the product back to them and paid shipping for a new one to be shipped back. Called them and was told that I had to interact with an e-mail. Its been a while now getting a little frustrated.

  

  Business Response

  Date: 04/02/2024

  Hello,

  We see that you are working with out warranty compliance team. The information you have gotten in regards to communication with that department, must be directly through email as stated prior. Your Claim has been notated and that department is currently working on your warranty per your email with your tracking information that you sent in. 

  ~OtterBox