Chandler Photography

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

Hello ***,Thank you for your quick replyPlease attach a copy of the original purchase receipt to this disputeWe will need to have that before any refund is issuedWe can send funds to your PayPal account that was used before, ***Just verify the email address please.Warm regards,Sidney C

Complaint: ***
I am rejecting this response because:Thank you for your reply. I appreciate your offer to replace my screen protector; however, that will not workI am not interested in any screen protectors that are made for the Samsung Galaxy SI do not have an S8; I have a Note 8, and I know for a fact that the Sand Note use different screen protectorsI am highly upset because I have now invested over $in screen protectors through Zagg (not including any of my previous phones/tablets/etc, all of which have Zagg's on them), and I see no willingness from the manufacturer to remedy this situation, even though your response to my message acknowledges a design flaw in your productI think that Zagg's attempt to blame their distributor model is a cop-out, and if this is how you hide behind selling subpar products, then I implore you to reconsider your business model, for the sake of your own companyIf Zagg will not stand by their distributors, even after I have provided proof of purchase, then I can only assume that this scam is perpetuated from the OEM through their entire distribution chain.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with one exception I do have one of the original Sapphire that the adhesive came off the productDue to not having the proper product in stock at ZAGG, I request that they send the two items they indicated in the agreement PLUS an additional item for my Samsung Note (which I did purchase for it when I got it, but that also didn't seem like it had adhesiveI request this because the total cost for each of the shields I purchased for my iPhone X was each (so 2x)It's a small request, and in turn pending the products live up to their standard quality, I will leave positive feedback and post on my company website also indicating as such. Please overnight and also send label for me to send back products
Sincerely,
*** ***

Hi ***,I see you reached out to ZAGG on 11/pm when you dropped your phone and it brokeHowever, it sounds like the reseller gave you incorrect information on what the ZAGG Limited Lifetime Warranty covers, and for that I am truly very sorry. You spoke with a manager on 11/at 4:
PM in which we provided you with a $ZAGG gift card and explained that ZAGGs liability is only towards our products and not for any electronic devicesWe also offered you a free Sapphire Defense InvisibleShield, which you accepted in your reply to us on 11/7:amWhich we have now ordered for you in ***, shipped 11/with UPS Next Day Air, tracking: *** and delivered Monday, 11/27/17.In a follow up email you sent to ZAGG on 11/21, 11:am you mentioned a Sapphire Defense Package and this product and service has been discontinued, but we are still honoring any customer who purchased this package planYou purchased just the InvisibleShield from a reseller and this does not qualify you for the previous offer, as stated in the article you read.I am happy to provide the documented contact if requestedHowever, at this time as explained by our Customer Care Centers the ZAGG Liabilities in regards to a phone being droppedYou have accepted our offer of a $gift card along with a free InvisibleShield and no further action will be takenIn regards to your settlement request, we are declining your request of a $reimbursement for your dropped phone. I am very sorry for any frustration you have experienced and any misinformation you may have received from a resellerThis is certainly not standard nor expected of any of our resellers. Hi ***,I see you reached out to ZAGG on 11/pm when you dropped your phone and it brokeHowever, it sounds like the reseller gave you incorrect information on what the ZAGG Limited Lifetime Warranty covers, and for that I am truly very sorry. You spoke with a manager on 11/at 4:PM in which we provided you with a $ZAGG gift card and explained that ZAGGs liability is only towards our products and not for any electronic devicesWe also offered you a free Sapphire Defense InvisibleShield, which you accepted in your reply to us on 11/7:amWhich we have now ordered for you in ***, shipped 11/with UPS Next Day Air, tracking: *** and delivered Monday, 11/27/17.In a follow up email you sent to ZAGG on 11/21, 11:am you mentioned a Sapphire Defense Package and this product and service has been discontinued, but we are still honoring any customer who purchased this package planYou purchased just the InvisibleShield from a reseller and this does not qualify you for the previous offer, as stated in the article you read.I am happy to provide the documented contact if requestedHowever, at this time as explained by our Customer Care Centers the ZAGG Liabilities in regards to a phone being droppedYou have accepted our offer of a $gift card along with a free InvisibleShield and no further action will be taken.In regards to your settlement request, we are declining your request of a $reimbursement for your dropped phone. I am very sorry for any frustration you have experienced and any misinformation you may have received from a resellerThis is certainly not standard nor expected of any of our resellers. Warm regards,Sidney I am very sorry for any frustration you have experienced and any misinformation you may have received from a resellerThis is certainly not standard nor expected of any of our resellersWarm regards, Sidney

Hi ***, Thank you for reaching out to ZAGG about your order concernsI can see why you are so upset, since you have been waiting since MayI have listened to both phone calls you had with ZAGG and I apologize for any misunderstandingHowever, it appears you have been helped with a replacement
order as this was your desired settlement requestIn regards as to why your original warranty order was cancelled, it appears from all investigation from our software engineers the order was cancelled per the ZAGG.com websiteAgain, I am sincerely sorry for any frustration you have had and you will receive an email with the UPS Next Day Air tracking number once your order shipsWarm regards, Sidney

Hello ***,Thank you for reaching out to ZAGG about your order concernsI am very sorry to hear you have been waiting since November 4th when you placed your warranty request and still have not received your orderI have looked into the inventory on the HD Glass for the Samsung Galaxy Note
(Screen) and I am so very sorry it has been delayedI would be very upset by this also. We do understand how your number one concern is for the protection of your Galaxy Note and I agree that it is unacceptable to wait so longI also understand you have concerns for your current shield and the shards that have spliteredI assure you we have tested the product and even though it is glass it should not harm you at allOtherwise we would not have put the product on the marketOur products go through a very thorough testing process and your safety is our number one concern. In checking with our Operations Team it does look like we will be getting the HD Glass for the Samsung Galaxy Note (Screen) next weekHowever, in the time I have located one here and I will be shipping this one to you tomorrow, November 19th, UPS Next Day AirWe will also keep your current order open and you can keep this as a extra one.In regards to your refund request, I will refund your shipping and handling fees of $once the order shipsPlease keep in mind we can only refund purchases made on ZAGG.com and you purchased your shield at a local reseller.Again, I am so very sorry for all of the inconvenience you have experienced and I hope the steps taken will assure you that our customers and devices are of the utmost importance. Warm regards,Sidney C

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 *** 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

We are sorry that you don't accept our offer The new curved screen was purchased on 5/31/over months ago at a price of $ The rest of the money paid was at a franchise location; which are individually owned an operated We have a day money back guarantee, after the days we can issue in store credit for the money that was paid to zagg.com only Any money that was paid at a franchise location is money that did not transact directly with zagg.com We would be happy to issue an in store credit for the total amount that you paid to resolve this matter

Hello ***,Thank you for reaching out to ZAGG concerning your warranty request for keyboardsI am sorry for any confusion the ZAGG One Year Manufacturers Warranty and I would be happy to clear this up for you.ZAGG is not aware of what AT&T says about the One Year Manufacturers Warranty
since you purchased your products at AT&TZAGG does list our Lifetime Limited Warranty, One Year Manufacturers Warranty, and our Day Money Back Guarantee on ZAGG.Com for anyone to check out. Per ZAGG.com:ONE-YEAR MANUFACTURER’S WARRANTYZAGG warrants these Products against defects in materials and workmanship under use for a period of ONE (1) YEAR from the date of retail purchase by the original end-user consumerThis warranty does not apply to wear and tearYou must register your product at ZAGG.com, provide proof of purchase by emailing your scanned receipt, and provide a valid credit card numberYou must also return the damaged product to ZAGGIf a valid claim is made during the one-year period, ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal valueA replacement product assumes the remaining warranty of the original product or ninety (90) days from the date of replacement, whichever is greaterFailure 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 productCustomer is responsible for the return shipping costs.Warranty TermsZAGG’s warranties apply only to ZAGG, InvisibleShield, and iFrogz-branded products and are subject to the following terms: all ZAGG warranties are non-transferable and are only available to the original end-user consumerTo request a replacement product under a warranty policy, you must register your product at ZAGG.com, provide proof of purchase and request the replacementYou will also be required to provide a valid credit card numberWarranties do not apply to products purchased from online vendors unauthorized to sell ZAGG product including ebay.com.In other words, when a warranty is requested we do ask for a valid credit card at the time of the orderThe credit card is then authorized for $to make sure it is valid and then the $is voidedNo charge is processed.After ZAGG sends the products to you, you then have days to return the old product to us and by returning the old product you are providing proof of purchaseSince ZAGG does not ask for any type of proof of purchase at the time of registration or when a replacement warranty is requestedIf ZAGG does not receive the old products by the day time frame, then we would charge the credit card for the full retain value. ZAGG does send reminders to our customers at days and then days reminding our customers to make sure to send back the product so they do not get charged or to contact us to make other arrangements if needed.Since you were not aware of how this process works I would be happy to send you what you need with no credit card on file and you can dispose of the old keyboards how you see fit. Please verify the exact name of each keyboard you need and verify your shipping addressOnce I have this information I would be happy to take care of the warranties for youWith the understanding that you are now aware of how the One Year Manufacturers Warranty works for any future replacements needed.I again apologize for any frustration you have experienced and I am looking forward to resolving this for you. Warm regards,Sidney C

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 the Willowbrook Mall kioskI can certainly understand your frustration if you were told
something that was incorrectThose 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 standardWhile resellers are not owned or operated by ZAGG, we do work closely with their managersI will be happy to inform the proper department about this so they can take appropriate actionI also recommend you speaking with the manager as well to ensure they fully understand your concern, your disappointment in the service, and the outcome you are expectingSince the reseller is not owned or operated by ZAGG, the ZAGG liability does not extend to any electronic devices, only to products purchased on ZAGG.comRegretfully we are not able to replace your cell phoneWe would be happy to provide you with a free InvisibleShield once your screen is fixed if you would likeAll you need to do is complete a registration on ZAGG.com for the shield you purchased and let me know and I would be happy to send you an InvisibleShieldAgain, I am sincerely sorry for the experience you had and I highly suggest you work with the manager at the Willowbrook Mall Kiosk in getting this resolvedWarm regards, Sidney C

Hello ***,Thank you for reaching out to ZAGG about your customer service concerns and the frustration you have hadI can certainly understand how upsetting this would be if I were told ZAGG is redesigning a shield and then not to hear anything, and finding out that information was wrong .I have
reached out to our designers regarding the Google Pixel XL and this is the information we listed concerning this shield:Due to the beveled edges on the Google Pixel, Glass+ does not offer edge to edge productionIt is manufactured to cover almost the entire view-able display when installed carefully, but is cut shorter to avoid a long adhesive bubble along the side of the protectorWe recommend pairing it with a case to protect the edges of the display(See the attachment providing full disclosure of the Google Pixel from ZAGG).I am sincerely sorry if the representative you initially spoke to gave you incorrect information and led you to believe something that was not happeningI assure you this will be addressed so that it does not happen again. In regards to your refund request, ZAGG is only able to refund purchases made through ZAGG.com and your purchase was through Verizon. I would be happy to provide you with in store credit of $that you can use towards any purchase on ZAGG.com and with a free InvisibleShield for another phone if you would likeWe are no longer offering the Glass+ for the Google due to the halo affects that customers experienced. Again, I can only offer you my sincere apology for the experience you had with ZAGG, and clearly incorrect information was provided to youIf you would like to accept my offer of a gift card and free shield, please reply and let me know what InvisibleShield you would like, and I would be happy to get both out to you right away.I look forward to hearing from you.Warm regards,Sidney C

Complaint: ***
I am rejecting this response because:There was no mailing involved, as I went to a Zagg kioskSo the lengthy, somewhat patronizing explanation of the return process was neither necessary nor relevant. The $gift card doesn't help me unless I can use it to pay postage for a replacement shieldCan I do that? Alternately, I will happily take a check for $to avoid any further transactions w/this company.
Sincerely,
*** ***

Hi ***, I am following up with my reply on this case, as you and ZAGG came to a mutual understanding and have resolved your concerns. Thank you for your understanding in this matter and it was our pleasure to assist you. Warm regards, Sidney C

Hello ***, Thank you for taking the time to contact ZAGGI am very sorry to hear that you are disappointed in our advertising of the Lifetime Guarantee for your Original for the Samsung Galaxy S(Case-Friendly)Customer 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)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 Original for the Samsung Galaxy S(Case-Friendly)I would be happy to waive the shipping and handling fee as a onetime exceptionPlease use the unique shipping code of: *** when ordering your replacement and the shipping fee will be waived Thank you for your feedback and understanding in this matterWarm regards, Sidney C

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

Hello ***,Thank you for reaching out to ZAGG, and I am sorry it had to be under these circumstancesI can certainly understand your frustration with being charged for an un-returned warranty when you did return the old productAt this time we still have not received or processed your returned
envelopeHowever, this does happen from time to time when a customer returns a product and we don't receive itThank you for your suggestion on return trackingWe do suggest our customer use return tracking just for this purpose, however, the return envelope you are provided doesn't require it, but with using any third party service, such as the United States Postal Service, misplacement can happen.You stated you have called and emailed ZAGG but were unable to speak to someone and haven't received a email replyI am sincerely sorry about that but I don't see any emails coming into us from you and I am not sure when you tried to call, but our Customer Care Department is open from AM to PM MST - Monday - Saturday.I have refunded your charged warranty for $and I have also refunded the shipping and handling fee you paid of $for all the frustration you experiencedThank you for your understanding in this matter and again, I apologize for any frustration you have experienced.Warm regards,Sidney C

Hello ***, Thank you for reaching out to ZAGG about your order concernsI can certainly see how frustrating it would be to place an order on 12/19/16, pay for expedited shipping and then not get the order for over a week, especially if it was intended for a giftI would be upset by this myself
Looking at the UPS tracking, I am not sure why the order took so long in getting to youIt does appear ZAGG had your order processed and ready to ship the following business day, 12/ To make up for the inconvenience I have refunded your order in fullThank you for your understanding and please accept our sincerest apologyWarm regards, Sidney C

Hello Christian,Thank you for reaching out to ZAGGI am very sorry it had to be under these circumstancesI would be upset as well if I had spoken to a manger and was promised everything would be corrected and it was notThere appears to have been some communication with ZAGG since you filed this
complaint as I see everything has been resolved. Here is the email communication you had with our Account Assistance Department, Mikey C.Hello Christian, I wanted to send a follow up email in regards to our discussion over the phone todayAgain I apologize for all the confusion, the combination of multiple shipping exceptions and one of the cards on file being flagged for fraud caused your account to automatically be treated as if it were a suspicious accountThis led to your account being locked, and all contact directed to me via ***@zagg.comThe patterns of the account matched so closely with accounts we see conducting fraud that your account was treated as if it wereThis caused a great communication gap between ZAGG and you which I claim full responsibility forAfter looking deeper into the situation we could see that many of the re-shipments and waived shipping were due to ZAGG's error in not sending the correct product or coverage type and the card in question was no longer deemed fraudulentThis information plus speaking with you over the phone made us realize this is not a fraud account, and we have lifted all restrictions on the accountIf you have any trouble at all accessing your account or placing orders please let me knowAlso for the inconvenience we have created order # *** for the InvisibleShield GLASS for the LG G(Screen) and upgraded the shipping to UPS day air at no additional costOnce your order ships we will send you a tracking number for your recordsI have already validated this warranty so you will not need to send your damaged one backYou have my direct extension (***) and email (***@ZAGG.com) in the event you come across any further troubles with your ZAGG.com accountI wanted to thank you for taking the time to speak with me today, for your patience as we work through this, and for your continued support of ZAGG productsI hope I have addressed all your concerns, please feel free to write or call anytimeI am in the office Monday through Friday am to pm Monday through Friday.Based on this information, your ZAGG account has been unlocked and I see the order *** was processed on, Thursday, July 30th and shipped on Friday, July 31stThe UPS 2nd Day Air tracking number *** shows delivery set for Monday, August 3rd. I am sincerely sorry for any information you received from Calvin that may have been incorrect, since I was not there I am not sure why he informed you of the information you providedWe will certainly look into this further so it does not happen again.You have been a very long time customer and your business is very much appreciatedWithout customers like yourself no company would stay in businessIt is always our goal to continually correct our mistakes and take the necessary steps to prevent them from happening again. Thank you so much for your understanding and again, I am sincerely sorry for the frustration and inconvenience you have experienced from ZAGG. Warm regards,Sidney C

Complaint: ***
I am rejecting this response because: I lose confident with zagg business pratice and product I purchased from other manufacture, I am happy with my purchase Please issue return label and refund my purchase
Sincerely,
*** ***