Chandler Photography

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 contacting ZAGGI am very sorry to hear that you dropped your phone when you stood up, and the screen cracked when it hit the groundI also hear from your complaint that you are unhappy with the InvisibleShields you have had I know from personal experience how upsetting damaging a devise can beHowever, cracking or shattered screens is not something that ZAGG states the InvisibleShield will protect againstWe have the following information stated in our FAQ section online:"Will the InvisibleShield protect my device from ever breaking, or my screen from ever cracking?“ZAGG's invisibleSHIELD is an exceptionally clear and virtually indestructible film that will protect your device from scratchesThe InvisibleShield will not protect your device from breaking or your screen from ever cracking."The InvisibleShield has unique, self-healing properties and unrivaled abrasion resistance, but I am very sorry if there was any misunderstanding over what the invisibleSHIELD was designed to protect againstAlso the ZAGG liability is as stated: LIABILITY DISCLAIMERPlease note our liability is solely for the InvisibleShield and does not extend to electronic devices.In regards to your concerns of replacing the InvisibleShield numerous times, I would have to agreeYou seem to have gone through more screens than our customer average customerThe glass InvisibleShield can be more sensitive than the regular, HDX as it is glassI apologize I am not able to say why you have required more replacements than mostI have reviewed your history with ZAGG and other than your original purchases not from ZAGG this is what has transpired [redacted] April 3, Apple iPhone GLASS (Case Friendly Screen) no fees [redacted] April 3, Apple iPhone Plus GLASS Case Friendly no fees [redacted] April 20, Apple iPhone HDX Case Friendly no fees [redacted] May 11, Apple iPhone HDX Case Friendly no charges (refulfillment order) [redacted] June 23, Apple iPhone GLASS (Case Friendly) $(refunded) [redacted] 9/30/[redacted] July 28, InvisibleShield Glass Luxe for the Apple iPhone 6/6s (Titanium) no fee [redacted] September 16, InvisibleShield Glass Luxe for the Apple iPhone 6/6s (Titanium) no feesI have refunded the only fee that was paid by you in [redacted] of $In regards to your other charges, ZAGG is only able to refund purchased made to ZAGG.com or ZAGG Customer Care Department directlyI am afraid we are not able to honor your request of refunding you $for your screen or the purchase of a new shield for $6.38.Gift Card Number: [redacted] Gift Card Pin: [redacted] Please accept my sincere apology for all that you have gone through and please accept a $ [redacted] electronic gift card that you can use on ZAGG.com toward any product, and it will not expireWarm regards,Sidney

Hello ***, I am sorry to hear you are not satisfied with the information providedCustomer satisfaction is important to ZAGG and clearly you are not satisfiedEach of our designs is 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 functionalityRegrettably, the glass InvisibleShield for the Galaxy S7, no matter which manufacturer you choose will not fit the beveled edges of this phoneThe more rigid the product, there will be a bit less coverageWe have come out with a glass curve for this device and we are waiting for inventory to come inIf you create a registration at ZAGG.com for the product you purchased I would be happy to send you the glass curve when we do receive themThis should be sometime this month, but I do not have a specific date as of yetIn regards to your request for a full refund of your purchase, we are only able to refund purchased made from ZAGG.comYou would need to go back to the original place of purchase for a refundIf you would like to accept my offer of a free glass curve, just create the registration and let me know what your registration number is and I will be happy to take care of this when we receive themLooking forward to your replySidney C

Hi ***, Thank you for contacting ZAGG about the product you receivedI can understand how frustrating this must be if you purchased a glass InvisibleShield but got something elseI am happy to resolve this for you. I brought up your registration and warranty and I see it was
registered for the original InvisibleShield, which is not glassThe original InvisibleShield is a very different product than glass, so no wonder you were disappointed. Please provide me with a copy of your original purchase receipt and I can register you for the correct product and send you a replacement, at no costI have requested a refund of the $shipping and handling fee you original paid. Looking forward to your reply. Sidney C

Hello ***, Thank you for taking the time to contact ZAGGI am very sorry to hear you were charged for not returning the InvisibleShield, which you confirm you have, and you have some general questions on the warranty processCustomer satisfaction is very important to ZAGG and I would be happy to
explain the Lifetime Guarantee processThe replacement InvisibleShield is in fact free, and as many times as you should need it for the lifetime of your deviceAs stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $in the lower US)Part of the Lifetime Guarantee is returning the old shield and returning the old InvisibleShield functions as your proof of purchaseAt the point of registration, ZAGG does not ask for proof of purchaseOnce we process the return of the old InvisibleShield, the credit card is released at that time, so the only cost incurred by our customers is the shipping and handling feesI apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any wayWe provide thousands of customers with replacement InvisibleShield each month and find this process to work very well and to the satisfaction of our customersRegrettably, ZAGG has not received your returned shield to dateAs with any shipper, it does happen from time to time where items are lost in the mail, and ZAGG is fully aware this can happen, and we are always happy to work with our customer who contact usSince this is your first warranty request, you may not have been aware of the complete warranty process I have refunded your shipping and handling fee of $and the charged warranty amount of $Please keep in mind for any future warranties we do ask that you follow the warranty processI would also suggest using a traceable shipper for situations just like this oneAgain, I am sincerely sorry for any frustration you may have experienced and I hope I have been able to address all of your warranty concernsWarm regards, Sidney C

Complaint: ***
I am rejecting this response because: The Kiosk at the Flat Irons Mall was a Zagg Kiosk and not a Verizon Kiosk. So passing the buck and making this an issue with Verizon is not professional or truthful. My complaint also has to do with the fact that you allow a company like Verizon to sell your product with a guarantee and make your customers go elsewhere to find a location that will honor that guaranteeWhen home depot, target, or best buys makes a guarantee or warrantee they honor that warantee in the store and don't make their customers go elsewhere
Sincerely,
*** ***

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: *** Rugged Book Case for the Apple iPad Pro Purchase
date 1/3/Warranty requested in *** 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*** Slim Book Case with Backlit Keyboard for the Apple iPad Pro Purchase date 1/5/*** Slim Book Case with Backlit Keyboard for the Apple iPad Pro Purchase date 2/7/*** IFROGZ Vue Clear Case for the Apple iPhone Plus Purchase date 2/7/*** IFROGZ Vue Clear Case for the Apple iPhone Plus Purchase date 11/01/*** HDX for the Apple iPad Air/Air 2/9.7-inch Pro (Screen) Purchase date 2/8/*** InvisibleShield HDX for the Apple iPad Pro *** 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

Hello ***, I am sorry to hear you are not accepting my replySince you provided the explanation you are a casual seller on EBay, the account will stay bannedPer the ZAGG Warranty Policies, Warranties do not apply to products purchased from online vendors unauthorized to sell ZAGG product including ebay.com: See Attachment We are still requiring you to provide all the original purchase receipts and transactions to show where the original products were purchased If you are interested in becoming a reseller for ZAGG you can apply on ZAGG.com under: https://www.zagg.com/us/en_us/sellzagg/zagg-franchise I apologize for your frustration, but we are not able to unban the account at this time until proof of purchases and transaction numbers are provided and verified Thank you, Sidney C

Hello ***,Thank you for contacting ZAGG and I am very sorry it had to be under these circumstancesI looked into your ZAGG history and there are two registrations both done on ZAGG.com, one, ***, on the date of June 16th, for a InvisibleShield Glass for the Samsung Galaxy S
(Case-Friendly), purchased from Verizon, and another in ***, which is for an InvisibleShield Glass for the Samsung Galaxy S(Case-Friendly) on ZAGG October 2nd, with the purchase date of June 16, from Verizon.ZAGG customer care center did receive a call from you on November 20th, and it looks like during this conversation the shield was upgraded to the InvisibleShield HD GLASS Samsung Galaxy S(Case Friendly)Both items are for the glass InvisibleShield, which is a wonderful product but can have a tendency to lift or become easily damagedIt is a glass product and not as flexible as our origianl InvisibleShield. We find that most of our customers with this product do request more frequent replacements but it doesn't mean in anyway that it is a substandard productThe benefits of the glass have wonderful qualities that our customers likeThe Limited Lifetime Warranty allows our customers to order as many free InvisibleShields as they need for the lifetime of the device with just a small shipping and handling feeNo questions askedI am sorry this process didn't work for you.As for your request of a full refund, ZAGG is only able to refund products purchased on ZAGG.comI understand how upsetting it can be for a customer service agent to give incorrect information concerning a refund, or for any questions askedHowever, it is something ZAGG is always training on with our continued education, so all of our customer care agents can provide the most accurate information to all of our customers I know this specific situation was looked into and the agent has been corrected concerning this inaccuracy. We also have refunded any charges you made to ZAGG in the following:December 7th, for Shipping and handling fee of $on warranty order ***December 7th, for a charged warranty order of $***We sent you funds of $to your PayPal account for overdraft charge that you incurred for the charged warranty on December 10th, 2015: Payment Sent (Unique Transaction ID # ***)Business Name: GAT Enterprises (The recipient of this payment is Verified) Email: ***
ZAGG has assisted you at each of your requestsHowever, since the original product wasn't purchased at ZAGG.com we are unable to refund the $38.14.As stated on ZAGG.com:WARRANTIESWarrantiesWhat is the refund policy?How do I obtain a refund for a ZAGG product I purchased from an authorized reseller?ZAGG’s 30-Day Money-Back Guarantee refund policy only applies to purchases made directly from ZAGG.comBecause the original cash, gift card, check, or credit card transaction happened at the retail store, only the retail store has the ability to refund the money you paid to themZAGG Inc was not involved in the direct transaction and does not have the means to extend the refund.Please contact the reseller where you made the original purchase to find out their refund policies.ZAGG Warranties PolicyWe would be more than happy to send you a free InvisibleShield for the Limited Lifetime Warranty if you wanted to try the product againIf this is something you would be interested in please just let us know.I am sincerely sorry you have had this experience with ZAGG but the concerns you have brought to us only help us know that continued education is very important and our goal is to always provide all of our customers with the most accurate information.Warm regards,Sidney C

Hello ***, Thank you for contacting ZAGG about your frustration with ZAGGLooking at your situation and the experience you have had, I can certainly understand why you would not want anything from ZAGGI assure you this is not typical a typical experience our customers have and I would like to
resolve this for youJust to confirm your concerns, you purchased shield from Verizon and registered with ZAGG the Glass for the Samsung Galaxy S(Screen) July 13, 2016, ***Requested a replacement under warranty for Glass for the Samsung Galaxy S(Screen), July 13, ***Shipped to youYou paid $for shipping and handlingRequested a replacement under warranty for InvisibleShield Glass Curve for the Samsung Galaxy S(Case Friendly) (Gold) (upgraded to change product), December 2016, ***This order was cancelled on January 12th, as this product was never actually madeWe notified you via email with our apologies about the confusionThere was no charge to you since the order was cancelledZAGG shipped to you the InvisibleShield HD Dry for the Samsung Galaxy S(Screen), *** January 10, 2017, and delivered on January 12th, We wanted you to have some coverage while we are waiting for the order *** for the Glass Curve for the Samsung Galaxy S(Case Friendly) (Black)This product is still on back order due to the holidays and the rush of orders that came inI understand how upsetting it is to wait for a product, however, we did send you another product for coverage in the meantimeKeep in mind there is slight curve to the Galaxy Sscreen, and the glass InvisibleShield is not flexible, and even though we design the shield to provide the best coverage, protection as well as look on the phone, there is a slight edge (if you will) that does not adhere to the Galaxy Sscreen, and due to wear and tear, can chip/crack very easilyRequiring more frequent replacementsHowever, there are many customers that don’t have a problem and really like the shieldIn your case, it may not be the best fit for youI personally would recommend the HD Dry or the original InvisibleShield, to see if you would prefer either one of theseI understand you would like a full refund for the price paid at Verizon, however, ZAGG is only able to refund purchases made at ZAGG.com I would like to make this right for you, and while we are still waiting for the Glass Curve for the Samsung Galaxy S(Case Friendly) (Black) to come in (and I don’t even have a set date at this time to know when it will be in, other than we have ordered it)I am not able to refund you, but I would be happy to send you another HD Dry and Original InvisibleShield for you to try to see which one you would preferI have also requested a refund of the $paid on your original warranty order, so you have not paid any funds regarding warrantyI am looking forward to your reply so we can get this resolved as quickly as possibleWarm regards, Sidney C

Hello ***, I understand you have rejected the initial offer from ZAGGI have reviewed the correspondence with you and ZAGGs Customer Care Department and I can see you were offered a PayPal refund of $I am sincerely sorry for the confusion on my partI have sent you funds of $to the PayPal account of ***In regards to your request that the shipping and handling fees of $settled and showing on your account, I am not able to issue refunds as all the data we have is showing no settlement took place and the transactions were reversedI would be happy to review the statement you have showing settlementsPlease see the attachment for this informationPlease accept my sincerest apology for my confusion on what transpired and I am looking forward to any other documents you can provide for reviewWarm regards, Sidney C

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

Hello ***,Thank you for reaching out to ZAGG and I am very sorry to hear about the problems you have had with the InvisibleShields you receivedI can understand how upsetting it would be receiving inferior products would beI understand you were already in contact with our Customer Service
Manager, Lynda and that you spoke with her yesterdayTwo Google Nexus 5X (Screen)s were cut by our product team and mailed to you UPS Next Day Air in addition to a full refund of $for your initial purchase.Again, please accept my sincere apology for the experience you had with the InvisibleShields and I glad we were able to resolve this to your satisfaction.Warm regards,Sidney C

Hello ***, Thank you for reaching out to ZAGG about your warranty concernsIt looks as though our Customer Care Department has let you down in this situation, and I am very sorryThe email communication appears convoluted and confusingI see you purchased the Glass for the Samsung Galaxy S
(Screen) InvisibleShield from Verizon around the end of JulyA replacement was ordered under the Limited Lifetime Warranty in order *** on August 24th, with the expected ship date around August 31stIn the meantime a representative was going to send you an original shield, however, it appears this was not doneThen order *** actually shippedYou then received the initial order *** with the glass screen and it broke within an hour of the installationYou have been trying to get this resolved via email with ZAGG, which is where we are right now due to the escalationI am happy to see what I can do to resolve this for youWhen reading through the contacts, it sounds as if the glass shield may not be the best shield for you since you got it at the end of July, needed a replacement already in August and that replacement broke within an hourI am not sure how or why the shield broke that quickly, since I wasn’t there, but I would suggest a more durable shield for youI have placed an order for you with different shields you can try (at no cost to you of course)The InvisibleShield HD Clear for the Samsung Galaxy S(Case Friendly), InvisibleShield HDX for the Samsung Galaxy S(Screen), and the InvisibleShield HD Dry for the Samsung Galaxy S(Screen)All of these shields will provide you with HD clarity of the glass, but without the fragileness of the glassNow the only thing you will need to decide is which texture you preferThe order number is *** and will be shipping early next week via USPS First Class mailI think you will be pleasantly pleased with one of these optionsWhen you find one you prefer, you will just need to register the shield on ZAGG.com and then you will still have the Limited Lifetime WarrantyThe warranty has already been validated for the order ***, which means, if you haven’t sent your old shield back yet, you do not need to nowI am sincerely sorry for any frustration you have experienced and I hope the steps I have taken show you how serious we take your feedback and how much we appreciate your businessIf you have any further concerns please let me knowWarm regards, Sidney C

Hello ***,I am sorry you are rejecting our replyHowever, you only asked for information on your initial requestWhat are you requesting exactly? We would be willing to look at a full refund of your original purchase, even though you did not purchase the item from ZAGGWe would just need to see a copy of your original receiptI can either refund the full amount you paid to a PayPal account or by checkPlease keep in mind PayPal is the fastest method for me to refund, all I would need is your PayPal email address (and of course the receipt)A check can take much longer.I look forward to hearing from you at your earliest convenience with your thoughtsWarm regards, Sidney C

Hello ***, I am so sorry to hear your phone screen became damaged somehowI apologize for any confusion on your expectation of the InvisibleShield, and I 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 everyday wear and tearIt 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 experiencedWe would be happy to provide you with a free InvisibleShield once your screen is repaired if you would likeI will leave notes on your ZAGG account to reflect this offer should you like toWe have also requested a refund for the shipping and handling fee of $you recently received for the order IRYou should see the refund within the next week or soAgain, I am very sorry for any misunderstanding and frustration you may have experiencedWarm regards, Sidney

Hello ***, Thank you for reaching out to ZAGG about your concerns with Verizon and the Flatirons kioskI can certainly see how upsetting trying to receive a warranty InvisibleShield would be based on the information you providedI do see you spoke with a ZAGG Customer Care Manager on April 12th
and a free re-fulfillment InvisibleShield has been ordered and shipped to youBased on the delivery tracking number, the shield should be received on the estimated date of April 19thIn regards to both Verizon and the kiosk, they are both independently owned and operated and they both have the options of offering warranties or notThe Limited Lifetime Warranty is typically handled by ZAGG only at ZAGG.com or by contacting our Customer Care CentersI do understand how the warranty process can be upsetting if the dealer or kiosk chooses not to offer the warrantyHowever, your experience and your feedback contact is appreciated and will be passed on to the appropriate department as we always want to know how the re-sellers and kiosks are doingYour request for an InvisibleShield has been provided, so no further action will be taken at this timePlease be sure to close this disputeCommunication with customer and ZAGG: #*** SUP CALL Submitted April 12, 2018, 3:PM Received via Web Form Requester *** *** Status Solved Type - Group Salt Lake Center Assignee MecKenzy M*** Was this a phone call? Yes Total time spent (sec) Time spent last update (sec) Reason for Contacting General Question MecKenzy M*** Apr 12, 3:PMInternal note CCI and requested to speak to a supervisor so I helped him out todayHe was upset that he called a kiosk before driving there and when he got there the guy was on lunch or break or somethingI offered to move the complaint alongHe requested a free InvisibleShield with expedited shipping so I sent that out to him and then he wanted another free InvisibleShield, but I told him I wasn't waiving 1-day for that and he didn't want to pay so I waived standard shipping. Thursday ?03:pm*** *** via MecKenzy M*** (change) Rating Bad, I'm unsatisfied I called a service station at the Flatirons mall for a replacement of my Samsung ScoverThe person told me where in the Mall the both was and I went thereWhen I got there at 2:p.mthere was a sign saying that the attendant would return at 4p.mI left and called customer supportThey said, the cover for my phone would take two weeks before it would come in and then would need to be shippedThere is a Verizon stores near my home that sold me the cover and they had covers in the store but would not give me a replacementThey said I would need to go to the mallDoes that make any sense to you guys at allIf I treated my customers like that I would soon be out of businessI have already made a Revdex.com complaintStill I am told probably or days till I can protect my phoneIf I crack it I am holding the company personally responsibilityAgain, thank you for your feedback and I hope you will accept my sincere apology for the experience you hadAll the best, Sidney

Hello ***, Thank you for taking the time to contact ZAGGWe appreciate hearing your feedback, and would like to extend our sincerest apologies for the completely unacceptable way you were treated at one of our reseller locations and for any misunderstanding with the ZAGG Limited Lifetwime
WarrantyThose representing the ZAGG name are expected to live up to our standards of "World Class Customer Service," and the experience you had in no way lived up to this standard From your complaint it sounds as if you purchased your InvisibleShield from a reseller and while resellers are not owned or operated by ZAGG, we do work closely with their managersI would be happy to inform the proper department about this so they can take appropriate actionPlease just reply with the reseller name, address and any person’s name you interacted with, so I can pass this information along. I also recommend you speaking with the manager as well to ensure they fully understand your concern and disappointment in the service and warranty expectations Resellers, typically warranty the InvisibleShield for the first two weeks after their professional installation, so, if you went back to the place of purchase after one week, we would like to address thisEach reseller does have a choice of offering the Limited Lifetime Warranty, many chose not to and typically refer customers to ZAGG.com, as the ZAGG website is typically where most customers request the warranty replacements ZAGG does offer other types of InvisibleShields for the Galaxy Sand the glass may not be the right product for your wife, if the shield broke within the first weekThe glass is of course more rigid and not as forgiving due to the curve of the newer screensI would suggest looking at the original InvisibleShield or the HD InvisibleShieldsWe would be happy to consider sending you either one if you wanted to try it outHere is a link you can take a look: https://www.zagg.com/us/en_us/shop-by-device/galaxy-s7-accessories Customer satisfaction is very important to ZAGG and I would be happy to explain the Lifetime Guarantee processThe replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your deviceAs stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is typically $in the lower US)Part of the Lifetime Guarantee is returning the old shield and returning the old invisibleSHIELD functions as your proof of purchaseOnce we process the return of the old invisibleSHIELD, the credit card is released at that time, so the only cost incurred by our customers is the shipping and handling feesI apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way by our advertising We provide thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customersZAGG does stand behind our Lifetime Guarantee and if you would like to try the replacement process for your Galaxy SI would be happy to waive the shipping and handling fee as a onetime exception ZAGG does offer other types of InvisibleShields for the Galaxy Sand the glass may not be the right product for your wife, if the shield broke within the first week I look forward to your reply as to my questions so we can resolve this quickly for you Sidney C

Hello ***, Thank you for taking the time to contact ZAGGI am very sorry to hear that you are disappointed with the experience and information you received from AT&T and the kiosk you went toIt is always frustrating when we hear about the partial explanation of the Limited Lifetime
WarrantyCustomer satisfaction is very important to ZAGG and I would be happy to explain the Lifetime Guarantee process The replacement invisibleSHIELD is in fact free, and as many times as you should need it for the lifetime of your deviceAs stated on the website we ask our customers to provide a credit or debit card and cover the small shipping and handling fee of the replacement (which is $in the lower US). This includes a complete new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your orderYou are correct in that if an InvisibleShield was just put in an envelope the shipping would be much less, however, the Glass InvisibleShield would not survive the shipping through the mail process, if not packaged correctlyPart of the Lifetime Guarantee is returning the old shield and returning the old invisibleSHIELD functions as your proof of purchaseOnce we process the return of the old invisibleSHIELD, the credit card is released at that time, so the only cost incurred by our customers is the shipping and handling feesI apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way by our advertising We provide thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customersZAGG does stand behind our Lifetime Guarantee and if you would like to try the replacement process for your Glass+ for the Apple iPhone 6/6s/7/8, there will be a note on your ZAGG registration making a onetime exception to waive the shipping and handling feeJust call or contact our Customer Care Department at 1.800.700.9244, Live Chat or Email to help you get this set up In regards to your desired settlement, we are only able to refund purchased made at ZAGG.comI am happy to provide you with a $electronic gift card you can use at ZAGG.com towards any product$Number: *** Pin: *** Please accept our sincere apology for any misunderstanding with the Limited Lifetime Warranty processWarm regards, Sidney

Complaint: ***
I am rejecting this response because: I don't understand what Sidney is implyingI feel like this is now a nightmare. I will explain again this whole ordeal. I bought the Invisible shield glass screen, 10/17/for $I still have the original boxIt says the following.Maximum clarity, ultra smooth, lifetime warrantyI was told this was the best when I purchased for the 2nd time, the 1st one I didn't register so it wasn't covered.-I spent $in less than yearWhen I reached out to customer service, they told me it was backorder and I had to wait for weeks and to call back to find out if its availableYou are now you are telling me that you no longer carry the product, which is the story? There is too much excusesI have no confidence in your companyThere was only cover in the box. I was never told of $shipping and handling. I had this product for months, when you claim its lifetime, since you pleasantly explained that you no longer carry a very new product but I was told otherwise by your representative that this product was so high in demand and there is a long waitNot sure which one of your stories is correct but if you can't replace then you need to give me back my dollars that I invested in a lifetime product. I do not want plasticYou need to stand by your policyI told the representative not to send me anything and still I get a email that the plastic was sent outI called back and spoke to another representative and she told me she cannot cancel the orderThis type of customer service is what causes must irritation to your customer
I need the exact product I paid for twice, or refund me my $so I can purchase from a company that stands behinds their product!
Sincerely,
*** ***