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Hello ***, Thank you for reaching out to ZAGG through the Revdex.comI am sorry to hear you dropped your replacement phone on the ground and the screen and shield brokeThis would certainly be upsetting for anyone to experienceThis is a shield that ZAGG has had for quite a while and we have not had any other contacts that the shield did not fit the Galaxy Note or problems with the shield causing fuzzy picturesBased on your concerns during the call you stated the Glass for the Samsung Galaxy Note (Screen) InvisibleShield you received did not cover edge to edge and covered half of your camera so all the pictures were fuzzyYou felt that if the InvisibleShield covered the edges then your screen would not have brokenPer our Product Development Team: Each of our designs are designed with the goal of maximizing a number of factors, which include (but are certainly not limited to) surface area of the device protected, ease of installation, aesthetic appeal, and integration with device functionalityAfter speaking with our design team, we determined that the current design for the Galaxy Note is ideal in terms of achieving the best balance of these factorsIf the InvisibleShield covered half of the camera then it was not installed properlySee the attachmentThe blue line has the shield covering half of the camera and this would clearly be an installation problemNot an incorrect InvisibleShieldThe red line is the shield installed as designedWe understand you are a paralegal and you have every intention to see to it that ZAGG will pay for your device and loose the patient of the InvisibleShieldYou also stated the Revdex.com has requested that you send the InvisibleShield to them so they can hire a 3rd party to dispute the coverage of the InvisibleShieldIt sounds by this information that you are clearly upset and you have every right to beHowever, ZAGG has never stated the InvisibleShield will protect your device screen from breakingThe InvisibleShield will enhance the device from scratchesRegrettably there is not a protection out on the market that claim 100% non-device breakageWe have offered to replace the InvisibleShield and several of our customer service agents have explained that ZAGG clearly states that we are not liable for the electronic device itself: ZAGG IS NOT RESPONSIBLE FOR DAMAGES RESULTING FROM ANY BREACH OF WARRANTY INCLUDING BUT NOT LIMITED TO LOSS OF USE, LOSS OF REVENUE, AND LOSS OF ANTICIPATED PROFITSZAGG’S WARRANTIES DO NOT COVER ANY THIRD PARTY DEVICES OR THE PERSONAL PROPERTY OF ANY CONSUMERTHESE WARRANTIES DO NOT APPLY TO ZAGG SOFTWARE OR TO ANY THIRD PARTY SOFTWAREANY ALTERATION, CHANGE, MODIFICATION, OR REPAIR (OTHER THAN REPLACEMENT OF A REPLACEABLE COMPONENT) MADE TO THE PRODUCT BY A PARTY OTHER THAN ZAGG OR ZAGG’S AUTHORIZED SERVICE PROVIDERS WILL VOID THIS WARRANTYZAGG RESERVES THE RIGHT TO REFUSE WARRANTY REPLACEMENT FOR SUSPECTED FRAUD OR ABUSE OF ZAGG’S WARRANTY POLICY CONTAINED HEREINZAGG’S WARRANTIES AND REMEDIES SET FORTH ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIEDZAGG SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSEIF THE LAW PROHIBITS ZAGG FROM DISCLAIMING IMPLIED WARRANTIES OR WARRANTIES OF MERCHANTABILITY, ALL SUCH WARRANTIES ARE LIMITED TO THE DURATIONS REFERRED TO HITHERTOZAGG RESELLERS, AGENTS OR EMPLOYEES ARE NOT AUTHORIZED TO MAKE ANY MODIFICATIONS, ADDITIONS OR EXTENSIONS TO ZAGG’S WARRANTIESZAGG RESERVES THE RIGHT TO CHANGE THE TERMS OF ITS WARRANTIES AND REMEDIES WITHOUT NOTICEI have listened to all of the calls and I assure you at no time were you told that ZAGG would replace your phoneWe are happy to replace the InvisibleShieldIf you would like us to send you another Samsung Galaxy Note InvisibleShield please confirm your shipping address and I will be happy to send one to youAgain, I am very sorry you dropped your phone and the screen brokeHowever, I do look forward to your reply so we can get this resolved as quickly as possibleWarm 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 I am unable to supply the original purchase receipt as requested as I unfortunately did not receive an itemized receipt from the Verizon store when the original glass screen protector was purchasedI also did not receive any of the ZAGG packaging from the Verizon store as they installed the screen protector and disposed of all of the identifying informationI have already mailed back the original glass screen protector as requested in the warranty replacementI would be happy to return the inferior plastic screen protector as well if an envelope is providedI appreciate the refund of the $shipping fee and the timely response to the matter Sincerely, [redacted]

Hello Wendy,Again, thank you for your replyZAGG is happy to try to work with you on this issue, however, we will need to receive pictures of the broken device as well as pictures of the keyboard and hingeWe will then get these to our product managers so we can determine what may have happenedWe would also still like to work with you off line to discuss some other optionsOnce we have been able to see the pictures, discuss options with you we will follvia this complaint process to validate any offer madePlease consider this optionWarm regards, Sidney C

Complaint: [redacted] I am rejecting this response because:that resolves the issue of the defective case but what about the damage to the iPadI bought the case to protect the iPad not damage itIt was specified for that model and broke the screenSomeone needs to reimburse me for the damaged product that their product damaged Sincerely, Wendy D***

Hello ***,Thank you for reaching out to ZAGGI am sorry to hear you sent back the old product for the Limited Lifetime Warranty and you were still chargedThis would be upsetting as you followed the procedure yet you were still chargedI would be upset alsoI assure you that at no time ZAGG intended to not honor our warrantyZAGG provides thousands of warranty shields every month to our customers and this process works very well for both our customers and ZAGG.It is rare, but it does happen from time to time when a product is sent back but not received by ZAGGThe United States Postal Service is typically very reliable, but it does happenTypically our customers will call us and we will validate the warranty with either a Proof of Purchase (copy of the receipt) or we will make a one time exceptionI am sorry you didn't contact us so we could resolve this quickly for youEven though we do provide a self addressed/stamped envelope with our warranties, we do suggest using a traceable shipping method for reasons just as this.I have made an exception and refunded the charged warranty for you, so you should see a refund of $ [redacted] within a next few daysAgain, I am very sorry for any inconvenience you have experienced but for any future questions or concerns please reach out to our Customer Care Department at ###-###-#### as they are always happy to help.Warm regards,Sidney C

Complaint: [redacted] I am rejecting this response because:Sidney,Thank you for your quick responseCan you also address the manner in which I was spoken to by Meredith? When I complained to her about my Invisible Shield continuously breaking, she replied "why I am still buying your products?!" I would think she would not have said such a snarky remark nor would she encourage me to go to another company (which of course is something I've considered as well as not encouraging friends to purchase your products)Secondly, the amount would be $38.31, not $and also Meredith mentioned adding more money on the gift card (than the original credited amount)Therefore, due to that and my inconvenience, I am requesting that the gift card be in the amount of $As I understand, the gift card will not only be for Zagg products?Again, thank you for the time 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--the replacement I seek would be from stock reserved for the new iPhone X I already (at my own expense) covered my iphone with a competitor product Sincerely, [redacted]

All of our current iPhone products are compatible with the iPhone products We have called this out on the box (see attached photos.)

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 Thank you for your understanding Sincerely, [redacted] ***

Hello ***, Thank you for reaching out to ZAGG concerning the Universal InvisibleShield packet you purchased from Best BuyI am sincerely sorry if the box the shields were in stated there was a Lifetime Limited Warranty and you tried to register them just to find out this information was incorrect I would be upset by this as well, and I, too, would feel misleadI assure you it is never ZAGGs intention to mislead our customers in any way, and I would like to look into this situation further, so I can get this resolvedZAGG has never offered a Limited Lifetime Warranty on The Universal InvisibleShield packets as this is a product that is cut by you the customer to fit your unique deviceThe Limited Lifetime Warranty which is offered by ZAGG, is only on device specific products as stated in the Limited Lifetime Warranty Policies documentFrom the communications between ZAGG and yourself, we have asked if you can send us pictures of the packaging you have stating the warranty, and to date, we have not received this informationI assure you we want to get this taken care of and correct any packaging errorWe would like to get this resolved as soon as possible so no further customers have this experienceI sure hope you can understand the necessity of how important our request is in asking for your participation in this situationIn regards to your request of issuing you a refund of $20.99, we are only able to refund purchases made on ZAGG.comHowever, I am happy to provide you with an electronic gift card of $that you can use on ZAGG.com toward any item we offer for the terrible inconvenience you have been throughIf our offer is acceptable please let me know and I can issue the gift card right away, and again, we look forward to any photos you can provide us with on the packaging you haveAgain, we are very sorry for the experience you have had with the purchase from Best Buy, and I am looking forward to your replyWarm regards, Sidney C

Hello [redacted] , Thank you for reaching out to ZAGG about your order concernsI can certainly understand how upsetting it is to order products and then have to wait for themI would be upset as well with no information, product or updateI am happy to address your concernsWhen the orders [redacted] for the Glass for the Motorola Z Force Droid Edition, and [redacted] for the Glass for the Motorola Z Force Droid Edition, both placed on September 8th, on ZAGG.com, ZAGG provided the estimated shipping date of October 6th, for both orders, advising you when we anticipated the orders to actually ship, due to the arrival date of inventory on this specific productThis date was provided during the order process and I apologize if you did not see this informationThe actual ship date on both orders shipped earlier than we expected which was on September 30thBoth orders were upgraded in the shipping from USPS First Class to UPS Next Day Air at no cost to youInitially there was a charge of $5.99, paid by you, to cover the shipping and handling fees for each orderSince ZAGG charges this fee when the order was shipped, there was no actual charge to youZAGG was able to reverse these charges before they were charged which is why you have not received a refundSince there was no settlement on each amount, there is nothing to refund(See attachment) Per your desired settlement request of a full refund of the amount paid at time of purchase of $95.00, we are only able to refund charges made to ZAGG.com, not off site purchasesPer both tracking numbers from UPS, it appears both orders were delivered yesterday, Monday, October 3rdI have validated both of the warranties for you so there is also no expectation for you to return the old product to usYou should have received two separate automated emails letting you know we received the old product backPlease just ignore theseI am extremely sorry you had this experience with ZAGG and your first warranty requestIt is certainly never our intention to make our customers wait for product or have questions and concerns that are not addressed to our World Class Customer Service expectationWe understand how important your time is as well as wanting protection for your electronic devicesPlease accept our sincerely apologyWarm 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. Please ship the 6 Invisible Shield screen protectors to: [redacted] [redacted] Sincerely, [redacted]

Hello ***,ZAGG has refunded you in full for the order [redacted] Please dispose of the product, there is no need to send it back to us.Please accept our sincere apology for your inconvenience.Warm regards,Sidney C

Complaint: [redacted] I am rejecting this response because: this does not fix the screen your products' sole purpose for existenceThank you for all of your helpVery disappointedWill spread the word BUYER BEWARE Sincerely, [redacted]

Hello [redacted] ,Thank you for reaching out to ZAGG concerning your warrantyI am sincerely sorry you have not been contacted from our Account Assistance Department and I certainly understand your frustrationI will be looking into why you have not received a replyHowever, in looking into your warranty concerns I found two different accounts for youThe reason you are not able to process a warranty is the information we are retrieving when you enter your data is the information is coming back as fraudulentBoth of the ZAGG accounts have been closed due to fraudulent activityYour order [redacted] has been refunded in PayPalRefund (Unique Transaction ID # [redacted] )Sent to: [redacted] Email: [redacted] _ [redacted] Total amount: -$ [redacted] USDI sincerely apologize for this frustration, however, the accounts will remain closed.All the best, Sidney CIC828245Q998IC828245Q998IC828245Q

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 Hi, please send me the InvisibleShield Glass HTC One M(NON case friendly) Attached is a picture of the incorrect case friendly glass shield I receivedI cannot take a picture of my phone! Sincerely, [redacted]

Hi [redacted] , I am so sorry to hear your phone screen shattered after you dropped your phoneI apologize for any confusion on your expectation of the InvisibleShield, and I understand how upsetting this must be for you; however, this is not something that ZAGG states the InvisibleShield will protect againstZAGG’s InvisibleShield is an exceptionally clear and virtually indestructible film that will protect your device from scratches and everyday wear and tear It is never ZAGGs intentions to mislead any of our customersAs far as our liability, it is for the InvisibleShield onlyThis is publicly stated online in our FAQ section of our websiteI am very sorry for any frustration you may have experienced I can confirm you contacted our Customer Care Center yesterday (see attached communication), and we placed an order for you with a free Sapphire Defense Curve for the Samsung Galaxy SIt should be shipping within the next week or so We are not able to assist you with your refund request of $ Again, I am very sorry for any frustration and misunderstanding you may have experienced Warm regard, Sidney

Hello [redacted] , Thank you for reaching out to ZAGG concerning your InvisibleShield screensI am very sorry to hear your phone keeps dropping and the shields pop offI, too, would be upset over this It appears you have contacted our Customer Service Center with your concerns and you have been assisted with a free upgrade to the Sapphire Defense Curve for the Samsung Galaxy S8+Your order is currently in process right now and it is estimated to ship out by June 21stOnce your order ships you will receive an email confirmation In regards to the refund request you have asked for, ZAGG is only able to refund any purchases directly from ZAGG.com and since you purchased your product from the AT&T store, we are not able to process your requestKiosks and 3rd party resellers are not owned and operated by ZAGG, so they do have their own pricing and policies I am happy to assist you further if you should have any other concerns about this situation Warm regards, Sidney C

Hello ***, I am so sorry to hear about your experience at the University Mall in Orem, and I understand how frustrating this must be for you. Thank you for taking the time to contact ZAGG. I would like to sincerely apologize for the experience you have had at the University Mall in Orem, location... where your invisibleSHIELD was installed. I can certainly understand your concerns. While resellers are not owned or operated by ZAGG, we do work closely with their managers. I will be happy to inform the proper department about this so they can take appropriate action. I also recommend you speaking with the manager as well to ensure they fully understand your concern and disappointment in the service. While we want to make sure your phone is protected, I am happy to send you a free InvisibleShield. If you would like a free InvisibleShield just register your product at ZAGG.com and let me know the registration number and I will get a shield off you as quickly as possible. In regards to your desired settlement of repairing your phone, please reach out again to the manager of the kiosk at the University Mall in Orem. I have passed this concern on to our Franchise Team so they are fully aware of the concerns. Warm regards, Sidney

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 I still would have preferred my money back as I had to buy another screen protector in the mean time, but this is fine at this point The original item they promised me that would ship on the 8th arrived today on the 16th, had I not filed this complaint they would not have even bothered to care This was the first rep from the company who actually wanted to help a customer Thanks Revdex.com Sincerely, [redacted]