98-1632 Apala Loop
Aiea, Hawaii 96701
September 15, 2016
Lifeproof Headquarters
15110 Avenue of Science
San Diego, California 92128
Dear Lifeproof Founder Gary Rayner,
I have been a user of your iPhone cases and products for many years. Your protective cases and safety guarantee caught my attention. I bought 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 advertised. 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 to see if I could play music underwater. I closed all of the compartments, triple-checked everything, and placed my phone underwater. One minute later, my phone's screen acted up and I could tell the case had malfunctioned. I took the phone out of the water and tried to turn it on, but it was broken. Later that day, I put my phone in a big bag of rice and left it overnight. The rice did not soak all of the water out of the phone and it was still broken. The Lifeproof case did not protect my phone from getting damaged by water even though your website states, "submersible to 6.6 feet/ 2 meters for one hour." Contrary to what the website says, I put my phone one foot underwater for less than 5 minutes before my phone started to malfunction. To replace my iPhone 6, it cost me $200 to order a replacement from Apple. The failure of the case cost me $200 and I no longer trust the case in the pool, beach, or 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. 9 out of 11 Yelp reviews concerning the effectiveness of the case were explaining how the Lifeproof did not protect their phone from water damage. 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 has been falling apart. The charging cover fell off, headphone twist cover broke, and 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 almost broke it. The instructions should have been more clear to avoid confusion.
Through this all, I continue to use the iPhone 6 case which protects my phone everytime I drop it on the ground. It is still a good product, however the "waterproof" labeling is ill-advertised. To avoid further complaints, I urge your company to remove the misleading label.
I have no problems with the functionality of the other features of your product. I love how it protects my phone in my everyday life, but I feel that you should do a better job of labeling your product.
Sincerely,
Zak Tachino