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Hello ***,Thank you for reaching out to ZAGG about your InvisibleShield concernsI apologize for the experience you have had and I understand how upsetting it might be to see we are no longer carrying the InvisibleShield you purchasedI am happy to make this right for you.Per our policies on ZAGG.com, we do state: LIMITED LIFETIME WARRANTYZAGG warrants these Products against wear and damage during the lifetime of the device for which it was purchasedYou must register your product at ZAGG.com and return the damaged product to ZaggZagg, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal valueYou will be required to provide a valid credit card number and be required to pay a $shipping and handling charge for the replacement productFailure to return the original Zagg product within sixty (60) days will result in your credit card being charged the full retail price of the replacement product.However, I have placed a warranty for you for the InvisibleShield GLASS - HTC One screen in order [redacted] at no additional cost to youYou are now able to create a registration for this product for any future replacements neededIt should ship within a day or two and when it ships you will receive a UPS Ground tracking number.Again, I apologize for any additional frustration you have experienced and please know here at ZAGG are always happy to work with our customers to make any situation right.Warm regards,Sidney C

Hi ***, Thank you for reaching out to ZAGGIt sounds as if you are experiencing a problem with your keyboards, however, the complaint was not clearI was able to locate an account under Kenneth ReamWhich I found the following: [redacted] Rugged Book Case for the Apple iPad Pro Purchase date 1/3/Warranty requested in [redacted] for Rugged Book Case with Backlit Keyboard for the Apple 9.7-inch iPad Pro on 4/27/and no product returned to validate the warranty [redacted] Slim Book Case with Backlit Keyboard for the Apple iPad Pro Purchase date 1/5/ [redacted] Slim Book Case with Backlit Keyboard for the Apple iPad Pro Purchase date 2/7/ [redacted] IFROGZ Vue Clear Case for the Apple iPhone Plus Purchase date 2/7/ [redacted] IFROGZ Vue Clear Case for the Apple iPhone Plus Purchase date 11/01/ [redacted] HDX for the Apple iPad Air/Air 2/9.7-inch Pro (Screen) Purchase date 2/8/ [redacted] InvisibleShield HDX for the Apple iPad Pro [redacted] Sapphire Defense for the Apple iPhone Plus/6s Plus/Plus (Case Friendly) Purchased 3/30/All of your products were registered and warranty requested on the same date of 4/27/I understand you are requesting funds and product, but again, I am very unclear as to what has happened and what you are requestingAll of your purchases were made at resellers and none on ZAGG.comPlease reply with a clear request and please provide all of the original purchase receipts since your request is regarding keyboards which have a One Year Manufacture Warranty, so we will need to see the original purchase receipts to determine the beginning of the Manufacture WarrantyKeep in mind ZAGG is only able to refund purchases made through ZAGG.comI am looking forward to your reply so we can resolve this situation as quickly as possibleWarm regards, Sidney

Hi ***, Thank you for contacting ZAGGI am very sorry to hear you dropped your phone onto a wood floor and the screen shattered when it hit the floorI understand how frustrating this must be for you; however, this is not something that ZAGG states the InvisibleShield will protect against “ZAGG's InvisibleShield is an exceptionally clear and virtually indestructible film that will protect your device from scratches and wear and tearThe InvisibleShield will not protect your device from breaking or your screen from ever cracking no matter the distance dropped." The InvisibleShield material is Military Grade, but I am very sorry if there was any misunderstanding over what the InvisibleShield was designed to protect againstHowever, you do have your Lifetime Replacement Guarantee, if you would like to receive a new InvisibleShield I would be happy to send you a free InvisibleShieldYou requested reimbursement of the cost of your screen repair, and I apologize as ZAGG is only able to refund purchased made at ZAGG.comHowever, I would be happy to send you a free InvisibleShield or provide you with instore credit for the cost of the repair, which you can use on ZAGG.com towards any product***, I am sincerely sorry for this experience and what you thought the InvisibleShield would cover as far as protection for your phonePlease let me know if either offer would work for you and I will be happy to make that happenWarm regards, Sidney

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, having an open line of communication during the private dispute would have been more conducive and appreciated; I do not think it should have escalated this far Sincerely, [redacted]

I am apologize but this is unsatisfactoryI purchased with the understanding it was "shock absorbent" and would protect in most casesThis was even reiterated in the chat with your representativeThis is a pretty misleading and statement if it only guarantees against scratches Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Hello [redacted] , Thank you for reaching out to ZAGG about your Glass Curve Elite for the Samsung Galaxy NoteexperienceI can certainly understand how frustrated you might beWhile your experience with the Glass is unusual, it isn’t unheard ofI will be happy to work with you to see if we can get this resolved as quickly as possibleWith me not knowing the circumstances which caused the InvisibleShield to actually break, crack, etc The Glass Curve is an amazing product with very little complaint, however, I can only assume it may not be the best suited for you, as the name implies, it is glassWe have some customers that simply need a more versatile InvisibleShieldI am going to recommend the HD InvisibleShield for the Samsung Galaxy NoteI understand you have voiced clearly you do not want to use our products, and you want a full refundHowever, as you said you purchased the product from AT&T and ZAGG is not able to refund not made on ZAGG.comWhat I would like to do is send you two of the HD InvisibleShield for the Samsung Galaxy Note8, so you can try itHere is the link so you can review it: https://www.zagg.com/us/en_us/invisibleshield/samsung-galaxy-note8-screen-protec...⇄ I believe you will be much happier with a non-glass productI have also refunded $for the first warranty you ordered and there was no charge on the second warrantyZAGG stands 100% behind each and every one of our products, glass, HD, original, and does understand that one product type is not meant for everyonePlease let me know if I can send you two of the HD InvisibleShields at the address on file with your ZAGG accountYou should also see a refund of $in a few daysI look forward to your replyWarm regards, Sidney

Hello ***, Thank you for taking the time to contact ZAGGI am very sorry that we have not received your old Glass for the Apple iPhone 6/6s (Case Friendly) and you were charged for the replacementI would be upset as wellCustomer service is very important to ZAGG and I am happy to get this resolved for youI understand you mailed back your Glass for the Apple iPhone 6/6s (Case Friendly) regular mail and do not have a tracking# for the returnWe do suggest returning a product with a tracking#, just for situations like thisIt is very frustrating for ZAGG when our customers return a product but we do not receive it, however, we are not responsible for items lost in the mailBut we will certainly take care of youThe reason we ask for the old product back as this is your proof of purchaseSince you have mailed back your old shield and it has not been received we typically would ask for a purchase receipt as validationI am waiving this step and I have refunded you the shipping and handling fee of $for [redacted] and $for the charged warranty orderPlease feel free to contact our customer service for any concerns or questions you have in the future as they could have assisted you very quickly in this situationPlease accept our sincerest apologies for this inconvenience you have experiencedWarm regards, Sidney C

Hello ***, Thank you for your reply and again, I am sincerely sorry for the expectation you had of the InvisibleShield and what protection it would provideI assure you while ZAGG takes every measure to test the InvisibleShield for as many situations as possible, it just isn’t feasible to cover every situationWhile I, too, would think just dropping my phone from waist high onto the ground shouldn’t cause your phone screen to crack, I can tell you, when I drop my phone (and I have the InvisibleShield and a case), I hold my breath for those few seconds when I go to pick it up ZAGG does state that it is the toughest material on the market today, however, there is not any product on the market that will guarantee 100% protectionNo company can guarantee against everything that could possibly happenI am sincerely sorry that you are not happy with my reply, and I wish I could say there is a product that will guarantee against any possible situation, but sadly I cannot My offer does stand as for a free InvisibleShield, or $of in store credit and for either offer you should accept, I would be happy to give you a free ZAGG case for additional protection for your phoneWarm regards, Sidney

Hello [redacted] , Thank you for reaching out to ZAGG about your concerns with your orders and the additional charge of $for [redacted] It is never ZAGGS intention to cause our customers such frustration, and per the attachment, you can see, we have refunded you for any charge you have receivedFor the charged warranty, [redacted] , $was refunded on 12/31/16, $for shiping and handling was refunded on 10/14/I refunded $for shipping and handling todayThank you for your understanding and again, I am sincerely sorry for this inconvenienceWarm regards,Sidney Cere

Hello ***,Thank you for reaching out to ZAGG about your concern regarding the Limited Lifetime Warranty wording on the product box you receivedI certainly apologize for any confusion with the description on the box as well as the Customer Care representatives you talked withFeedback from our customers are very important and I will certainly be taking your feedback seriously as we do not want miss-interpretations.As you stated our warranty reads “If the glass ever gets worn or damaged we will replace it as long as you own your device.” I can confirm the warranty reads as: “If your Glass ever gets worn r damaged, we will replace it for as long as you own your device.” The word Glass is capitalized referring to the product that was purchasedIn this case you have the Glass for the Samsung Galaxy Note (Screen)However, I do see the point you are makingI have listed to the calls and I will be addressing the concern with our customer care representative on explaining how to remove the InvisibleShields to confirm if the InvisibleShield is damaged vs the phone screen.I see a replacement InvisibleShield has already been placed for you in order [redacted] and it shipped out on October 11th, with the tracking # [redacted] Also, for the inconvenience you have experienced I have refunded the shipping and handling fee you paid of $and I have validated your warrantyMeaning you do not need to return the old damaged product.Again, I am sincerely sorry for this is experience you have had with ZAGG and I hope the steps taken show your business is very important to ZAGG as well as your feedback and timeWarm regards,Sidney C

Hello ***,Thank you for reaching out to ZAGGI understand the warranty HDX for the Samsung Galaxy Note (Screen), IR18577643, you received is not the same quality of the glass shield you hadI want to make sure you are receiving the same product you purchased and registered in [redacted] back on October 11th, 2016.The HDX material has not changed and should be exactly the sameCan you please clarify your concerns a bit more on why you feel the quality is not the same?I am happy to send you another shield, but as mentioned, I want to make sure we are providing you with what you purchasedAlso, if you have a copy of your original receipt, that would be very helpful to me.I am looking forward to your reply.Warm regards,Sidney C

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

When the customer brought her phone in to have a screw on the bottom of the phone tightened, I asked her to take it out of the caseWe have a strict policy that we do not take phones out of the caseWhen she was trying to remove her phone, she lifted the top left corner of the phone to pull it out of the caseAt this time, the top left corner of the phone lifted and seperated from the screenThe customer continued pulling the phone from the caseAfter the phone was removed from the case, she handed me the phoneI popped the top of the phone back downI tighten the screw and handed the customer her phoneA few days later her husband brought the phone in and said the phone was not workingHe said they were trying to turn it into Verizon to update the phone but it had to be working for them to get a creditI took the phone apart and determined that because the top left corner had been lifted from the screen, it had caused damage to the mother boardThe customer wanted me to take responsibility for the damage but I reminded her that she was the one to take the phone out of the case and had caused the damage at that timeI told her again that we do not remove any device from the case, only the customer can do thatI did not cause her to purchase a new phoneThey were already going to exchange her iPhone with Verizon to get an updated phoneI apologized to the customer but refuse to take the blame for the damage she did to the phone

Complaint: [redacted] I am rejecting this response because: this is completely absurdIf not for me accepting the salespersons 'upsell' this last time, I would have dropped it and nothing would have happenedNow I got this 'new and improved' product which took NONE of the fall and rather it was as if I had nothing on my phoneI will afford you the opportunity this last time to correct this, otherwise I am taking to social media - I am forwarding my complaint up the chain at ZAGG and I will request the assist of CNN who just today actually wrote an article to the public warning them about the payments businesses, i.eZAGG pay the Revdex.com to keep their rating This is NOT my faultIf not for your defective product, I would not be out the money for the cracked screen - this complaint does NOT align with your 'rules' as you published to me in your previous response Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Thank you for your response I believe there is some misinformation in your response, so I wanted to clarify I am still confused by your reference to a third partyWhile I appreciate the gift card, I did not ask for it, but the customer service representative went ahead sent it to my email While she discussed the gift card option over the phone, I let her know I was uninterested in a gift card to Zagg, but instead wanted compensated towards the repair of my cracked screenI have attached a screenshot of the email in which the gift card was provided I have not used the gift card, I encourage your company to please check the balance to verify this I do not intend on using the gift card as I do not intend on purchasing any Zagg productsUpon further review contacting Apple, the cost of the screen repair for my phone is $plus tax While I am rejecting the Zagg gift card option, I would accept a visa gift card or check for the same amount as the original Zagg gift card option of $100.00, so I can put it towards the cost of my new screenEither way, Zagg would be providing me with $100.00, except I would be able to use a Visa gift card or similar option towards the needed repair of my screenRegarding the screen protector, while I mentioned that I personally would not use it, but maybe someone else I know could (please see attachment) Zagg replaces InvisbileShields when they become damaged or warn, as long as the consumer sends the broken protector back, and pays for shipping towards the new protector This seems to align with the warranty to all consumers, so I do not believe I was not provided an extra service from this gesture, although it was appreciated Again, the article in Digital Trends from January 4, 2017, in which the President of Zagg, Brian S***, states "We take great pride in our industry-leading InvsibleShield lifetime warranty program With our new InvsibleShield Screen Guarantee Plan, the best just got better If your screen breaks with our products protecting it, we will help pay for the repair We want our customers to live without the fear of unexpected drops and resulting damage that are so disruptive to their mobile lifestyle." While the article promotes the Sapphire Defense product, MrS [redacted] discusses the InvisibleShield lifetime warranty program (which is provided to all screen protectors, according to your website), and uses the word "products," which means more than just the Sapphire Defense protector The article also covers other information, such as the CES Conference Similar articles in which S [redacted] is quoted saying this can be found online with a quick search.In your response, if your company is implying that only the Sapphire Defense InvisableShields can be guaranteed, are the other products purchased earlier of poor quality? Was my product purchased earlier of lesser quality?Again, I am seeking assistance towards the repair of my phone screen ($100.00) and rejecting the gift card you have originally sent.Thank you!

Complaint: [redacted] I am rejecting this response because: not satisfied with your response or refundYour cover did not protect anythingI want what I originally said $And that's what I said I am my going away until this is settled Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe company has promised me a replacement of the product that I purchased months agoI will be very happy when I receive the product Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hello ***,Thank you for reaching out to ZAGG concerning your phoneI understand your phone fell off a stand onto a wood table and your screen and InvisibleShield were both damagedIt is always upsetting when our electronic gadgets are damaged, as I have had that happen as wellPer your desired settlement request, I would be happy to replace your InvisibleShieldPlease just create a registration on ZAGG.com and once you have registered your shield just let me know the registration number and I will get you a new InvisibleShield out to youhttps://www.zagg.com/us/en_us/customer/account/login/I look forward to hearing from you so we can get this resolvedWarm regards,Sidney C

Dear ***, We are sorry to hear this We see that you disputed the charge with your credit card company, but the company sided with ZAGG Now that the dispute has been resolved, we will refund the charge even though we won the dispute