Chandler Photography

Complaint: ***
I am rejecting this response because: I need further informationI will need three Invisible Shields for each device if they are this difficult to procureI also need a guarantee that they will be proper clear Invisible Shields and not the blurry, hazy anti-glare screen protector that I was first linked to by Zagg repSean. Your response says it all, it says; if you're screen protector is not "available we will either replace or exchange the product that is of equal value or refund the purchase price of the product." Until now Zagg has been saying that they cannot supply something of equal value or provide a refund of my purchase priceYes, we have had them for years but they have been peeling up steadily for most of that time. I paid *** for a pair of screen protectors, if they same product cannot be supplied I will need the *** refund you mention in your warranty information FAQ's.
Sincerely,
*** ***

Hello ***, Thank you for your contact and I am sorry to hear about your experience with the Glass Curve InvisibleShieldI can understand how upsetting it would be to put a product on your phone just to have it crack within a week I can confirm you contacted our Customer Care
Chat Department on May 23, and we sent you a unique shipping code for a replacement InvisibleShield, which waived the shipping and handling fee for youHowever, I can see your concerns on costs involvedThe Glass Curve is a bit more rigid than the other two shields we offer for the Samsung Galaxy 8+ and depending on use, it may not be the best producyfor the order *** for you I understand you would like a $Visa gift cardWhile ZAGG always wants to do what is right for our customers, we are not set up to offer Visa gift cardsAlso, we are only able to refund purchases made at ZAGG.comYou registered your InvisibleShield as purchased from Best Buy on May 4th, What we can do for you is offer you a sapphire defense curve InvisibleShield which may be a better fit for you or our hd InvisibleShieldSince the HD InvisibleShield is considerably less in cost I will also provide you $ZAGG electronic gift card which you can use on ZAGG.comThe sapphire defense curve: Extreme Hybrid Glass Impact, Scratch & Smudge Protection Hybrid glass is infused with the one of the hardest minerals on earthThe carefully crafted edges hug the curved edges of your phone to protect every pixelThe hd: Military Grade, premium scratch protection with high-definition clarity that helps preserve every pixelYou can view these products here: https://www.zagg.com/us/en_us/invisibleshield/samsung-galaxy-s8-plus-screen-prot...⇄ Again, I apologize for your experience but not every product is a good fit for everyoneI look forward to your reply All the best, Sidney

Once I was made to understand everything it made more senseMy only complaint, as the business responded, was that packaging could be a bit more clear in defining "Glass" and they could also train their CSRs to better explain the product on the phoneAll the CSR had to do was tell me that the product itself was glass and I would have been good. They get itReplacement is on the wayI am good nowNo hard feelings. 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 ZAGGI am very sorry to hear about the experience you have had and the frustration concerning the InvisibleShieldI am happy to clear up this confusion.In regards to ZAGG not having the glass InvisibleShield for your Samsung Galaxy S6, I can understand how
upsetting it would be to buy a product and then find out it is no longer available for replacementAs stated on ZAGG.com under the Warranty Terms: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.I see a warranty order, ***, was placed for you on March 11th, today, for a HDX DEFENSE Samsung Galaxy S(Case friendly) InvisibleShieldI assure you this shield is stronger and more durable than the glass InvisibleShield. Personally, I prefer the glass InvisibleShield, or the original InvisibleShieldI love the smooth feel of the glass on my phone, but as the name implies it is glassSo it is not as durable as the HDX or the originalThe original InvisibleShield only comes one to a package and is from a Polyurethane material that has nano technology and is very durableI've had the original on my previous phones for several years at a time and the protection against scratches and dents is remarkableHowever, the only product package that ZAGG carries is only for a Universal shield and this is cut by the consumerThis is NOT covered by any ZAGG warrantyOr you maybe talking about another manufacturer.Anyway, we do have the Glass for the Samsung Galaxy SInvisibleShield but is for a case friendly screen, which in your case is the same product, just the name is differentWe are working on getting this corrected so there is no more confusion as what happened here.If you approve, I can change your registration to the InvisibleShield Glass for the Samsung Galaxy S(Case Friendly) and place another order for youYou can then try both of them and see if you have a preference from the HDX or the glass.If you want durability and to go longer in-between replacements you may want the HDXI personally, go through the glass InvisibleShields more often than I have the original InvisibleShieldIt does tend to crack more easily, but I choose to stay with the glass, as I said, I really like itIt will need to be a personal choice you make because everyone's a bit different in how their devices are used. Again, I apologize for the confusion and frustration you went through, but I am looking forward to your reply so we can get this resolved for you.Warm regards, Sidney

Hi ***,I am sorry to hear you are rejecting our offerI have looked into your reply and there appears to be some confusionThe dispute is concerning order *** which was for the amount of $The amount you are now asking for of $was for the order that was charged to you of *** back on 12/10/2015, over and half years ago. Your initial request for the complaint you were requesting a refund of $Now you are stating you want $in the gift card.In regards to your concern of how Meredith talked with you, I have talked with her about this situation and it was never her intent to offend you or suggest you go to another companyShe sends her apology concerning the call and was sorry she wasn't able to assist you with the free InvisibleShield she offered to you, nothing more was offered at the time of the call.I see you placed a new warranty order in ***I have validated this order (you should have received an automated email thanking you for returning the shield), and I will refund the $you paid for the shipping and handling within the next hoursYou do not have to return any product to us this time.Here is the gift card for $for you original Revdex.com request, which is for the order in dispute *** of $just rounded up.Number: ***Pin: ***$40.00Please keep in mind the electronic gift card is only able to be used on ZAGG.com toward any itemThis is not a gift card that you can use any other place than ZAGG.comWe are happy to have you as a ZAGG customer however, we will need to ask that you please adhere to our procedures and policies moving forward.Warm regards,Sidney

Complaint: ***
I am rejecting this response because:
The charges were in fact charged to my account and appear as cleared on the accountSecondly I was promised a refund via PayPal and that has not been honored eitherI did in fact receive the replacements yesterday and am thankful that after 8+ calls to ZAGG was finally Able to do so I was never informed when doing the warranty replacement that the shield's were on backorderPleasr address the refund to my PayPal expeditiously
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: that resolves the case issue but their product damaged my iPad $iPad and no one there wants to do anything.this is unacceptable that I out that money because of their product.And I will let everyone know especially since they themselves said it shouldn't be on the market they must have knowThere were issues
Sincerely,
Wendy D***

Complaint: ***
I am rejecting this response because: As Sidney indicated, the ZAGG rep indicated that I could receive a full refund for the substandard product. Additionally, ZAGG only refunded $because they charged my card in error and as a result issued a credit for a charge that I shouldn't have ever incurred in the first place. If ZAGG doesn't issue a refund as the rep indicated on a recorded call, I will file a small claims matter and subpoena the phone call because mistake or not, ZAGG should stand behind the promises made by their rep. I will also file a complaint with the Utah Attorney General's office as appropriate
Sincerely,
*** ***

Hello ***, Thank you for reaching out to ZAGG about your concerns on the Limited Lifetime WarrantyI apologize for any miscommunication you were under when you purchased your InvisibleShield and I am happy to go over the Limited Lifetime WarrantyZAGG would never refuse to honor our warranty,
and if you provided us with a copy of the original purchase receipt we would have gladly sent you a shield, however, there is a shipping and handling fee to ship the product, but the InvisibleShield is always freeI am sending attachments with the explanation of the warranty and fees, so you will have this information for any future replacementsAs an attorney, I am sure you can understand the need for clarity and proceduresIf you can confirm the address you would like me to ship an InvisibleShield Glass for the Apple iPhone Plus/6s Plus (Case Friendly) to, I will get this shield out to you as soon as possibleWe will waive the shipping and handling fee and will not require you to send back the old InvisibleShield as you previously stated you provided us with a copy of the receipt, with the understanding of how the process worksAgain I am sincerely sorry for any frustration you have experienced with ZAGG and I am glad to resolve your questions and concernsWarm regards, Sidney C

Hi ***, Thank you for reaching out to ZAGG and letting us know about the experience you had with the kiosk in the Portland areaI would have been upset as wellZAGG understands how precious our customer’s time isAs for what the sales representatives told you about not offering warranties
during a new Apple phone launch could possibly be completely true, or it is possible the manager of the kiosk made a judgment call on their inventoryHowever, I am at a loss at which would actually be trueI am happy to provide you with a free InvisibleShield, as an apology for your timeJust register the product that you have at ZAGG.com and let me know the registration number and I will be happy to get the free shield to you***, I am sorry for the inconvenience you experienced and I look forward to your replyWarm regards, Sidney

ZAGG franchises are individually owned and operated We would be happy to issue a gift card for the money you paid

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: ***
I am rejecting this response because:
Sincerely,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

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 Wendy,Again, thank you for your reply. ZAGG 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 hinge. We will then get these to our product managers so we can determine what may have happened. We would also still like to work with you off line to discuss some other options. Once we have been able to see the pictures, discuss options with you we will follow-up via this complaint process to validate any offer made. Please consider this option. 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]

Hello [redacted],Thank you for reaching out to ZAGG about your concern regarding the Limited Lifetime Warranty wording on the product box you received. I certainly apologize for any confusion with the description on the box as well as the Customer Care representatives you talked with. Feedback 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 purchased. In this case you have the Glass for the Samsung Galaxy Note 5 (Screen). However, I do see the point you are making. I 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 $5.99 and I have validated your warranty. Meaning 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 time. 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.
 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 purchased. I 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 information. I have already mailed back the original glass screen protector as requested in the warranty replacement. I would be happy to return the inferior plastic screen protector as well if an envelope is provided. I appreciate the refund of the $5.99 shipping fee and the timely response to the matter.
Sincerely,
[redacted]

Hello [redacted],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

Hello [redacted],Thank you for reaching out to ZAGG. I am sorry to hear you sent back the old product for the Limited Lifetime Warranty and you were still charged. This would be upsetting as you followed the procedure yet you were still charged. I would be upset also. I assure you that at no time ZAGG...

intended to not honor our warranty. ZAGG 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 ZAGG. The United States Postal Service is typically very reliable, but it does happen. Typically 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 exception. I am sorry you didn't contact us so we could resolve this quickly for you. Even 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 days. Again, 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