Angry Letter

98-1632 Apala Loop
Aiea, Hawaii 96701
September 15, 2016

Lifeproof Headquarters
15110 Avenue of Science
San Diego, California 92128

Dear Lifeproof Administration,

I have been a user of your iPhone cases and products for many years. Your protective cases and gauranteed safety of my phone got my attention to buy one of your cases and I still use it today.

However, I have had some problems with your iPhone 6 case. I did the test to see if the case was waterproof as said. I put paper in the empty case and put it in a bucket of water overnight. The paper was completely dry and there was no leakage so the case looked waterproof to me. I took my Lifeproof case to the pool and I was going to see if I could play water underwater. I closed all of the compartments and triple-checked everything. But when I went in the water, one minute later my phone's screen was acting up and I could tell that something had malfunctioned with the case. I took the phone out of the water and tried to turn my phone on, but it was broken. Later in the day, I put it in a big bag of rice overnight. The rice did not soak all of the water out of the phone and the it was broken for sure. To replace my phone for the exact same iPhone 6, it cost me $200 to order another phone from Apple. The failure of the case cost me $200 and I no longer try to bring the case in the pool, beach, or the shower. Lifeproof did not help to pay for my new phone at all and I believe this is wrong. Also, other Yelp reviews say the same thing. Noelle P. had the exact same issue as me. She stated, "The case was installed correctly and passed a water test before use. Customer service didn't take responsibility for the phone." I believe this is a common issue and I recommend you fix it.

In addition, lately the case's parts have been falling apart. The charging cover fell off, the headphone twist cover broke, and the rubber all around the case is falling off. Also when I first got the case, I didn't know how to take off the headphone cover and I almost broke it. It should have something telling you to twist it. 

Through this all, I still use your iPhone 6 case and it protects my phone everytime I drop it on the ground. The phone never gets damaged and it's drop proof as promised. Your drop proof labeling is correct, but I think you should either label it non-water proof or make your case actually water proof.

I have no problem with your cases and I love how it protects my phone in my everyday life, but I fell that you should do a better job of labeling your product or fix the cases to make it water proof.

Sincerely,


Zak Tachino