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Hello [redacted],Thank you for reaching out to ZAGG concerning your phone. I understand your phone fell off a stand onto a wood table and your screen and InvisibleShield were both damaged. It is always upsetting when our electronic gadgets are damaged, as I have had that happen as well. Per your desired...

settlement request, I would be happy to replace your InvisibleShield. Please just create a registration on ZAGG.com and once you have registered your shield just let me know the registration number and I will get you a new InvisibleShield out to you. https://www.zagg.com/us/en_us/customer/account/login/I look forward to hearing from you so we can get this resolved. Warm regards,Sidney C

Hello [redacted], Thank you for reaching out about your shipping concerns on the replacement requested. I am sincerely sorry for the extended shipping delay at the beginning of the New Year. I, too, find it frustrating that our customers have to wait until all of the end of year inventory and processes...

to be completed before shipping is resumed. Once resumed, then all orders are shipped in the order received, so regrettably, your order didn’t ship until 1/10. It is never ZAGGs intention to not live up to our promises, and I hope I can resolve this concern quickly and efficiently. With your order shipping USPS mail, you are still looking at 3 to 5 business days for delivery. I am sending you two shields UPS overnight so you will have them by tomorrow, plus the one that is currently in transit, for a total of 3 InvisibleShields.    In regards, to your request for a refund of the price paid at Best Buy, ZAGG is able to refund purchases made through ZAGG.com. Even though we are not able to refund your purchase from Best Buy, I hope the steps taken show you and your phone are very important to ZAGG and this situation is certainly not typical of the service our customers receive. I am shipping the two shields to the address listed on your warranty order. If you would prefer a different address please contact us as quickly as possible so I can get that changed. Again, please accept my sincere apologies for your ZAGG shipping experience. 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.
  Hi, please send me the InvisibleShield Glass HTC One M9 (NON case friendly)  Attached is a picture of the incorrect case friendly glass shield I received. I cannot take a picture of my phone!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Hello Zagg, Thank you for your response, but I unfortunately cannot accept that offer.  The statement you made...

only covers part of the issue.  I purchased the glass screen protector directly on Zagg.com, so there is no franchise involved on that transaction, so at a minimum, you could refund that purchase back to my card.   As for the franchise, you are the manufacture of the product and authorize that franchise to sell your product.  You are the last line of protecting your name and reputation to the customer which has been going downhill because of faulty product and lack of quality.  I feel that in good faith you would want to keep the customer happy.Please reconsider a full refund of $84.46.  If this cannot be done, my next option is to contact legal advice for failure to uphold the warranty as there is no product of equal or greater value.  I would also be contacting my credit card company to issue a chargeback on both transactions.  As well, I will also be submitting complaints to the Federal Trade Commission, and to the Attorney General of Minnesota.  Not to mention I will highly recommend that all friends and family stay away from Zagg products via a social media campaign to bring light to blatant shady business practices.  It will be my goal to see users discover new products that a manufacture can actually stand behind.  Thank you for your time and consideration, [redacted]
Sincerely,
[redacted]

Hello [redacted], Thank you for reaching out to ZAGG about your concerns of not being able to order the HTC 10 InvisibleShield. I can certainly understand how upsetting it would be to try and place an order for a product and not be able to. Thank you for providing the link, however, I don’t seem to be...

experiencing the same problems as you described and I am able to process an order directly from the website, ZAGG.com. I would very much like to get this resolved and any actual screen shots you could provide would be very helpful. As well as what browser you are using. Have you tried clearing your cookies and cache? Sometimes this step clears up a lot of specific problems. Have you tried other devices and do you get the same error? As you can see there can be many concerns that may be playing into this situation. I do apologize in regard to our customer service agent that has had trouble locating your account. Your ZAGG Account is under the email address of [redacted] and the name of [redacted]. I had no problem locating your account. However, going forward, I am happy to send you one of the following for all of the trouble you have experienced. Then you would just need to register the product for the Limited Lifetime Warranty. 1.       InvisibleShield HD Dry for the HTC 10 Screen 2.       InvisibleShield Original for the HTC 10 Screen 3.       InvisibleShield Original for the HYC 10 Full-Body Just reply with the item of your choice and your shipping address and I am happy to send you the product. If you can also answer the questions from above and any screen shots, we will certainly try to figure out why you may be experiencing this problem I am looking forward to your reply so that we can resolve this quickly for you. Warm regards, Sidney C

Hi [redacted],Thank you for reaching out to ZAGG. I am sorry to hear about the concerns you have had with the Limited Lifetime Warranty. It does appear you have been working with our Customer Care Manager and this issue has been resolved. Thank you,Sidney

Hi [redacted], Thank you for taking the time to contact ZAGG. I am very sorry to hear how much trouble you have had with the Glass Curve for the Samsung Galaxy Note8. I would be upset too, if I had to replace the screen 3 times in less than 3 months. Since you registered your shield at ZAGG.com, you did...

not buy the Glass Curve for the Samsung Galaxy Note8 InvisibleShield from ZAGG, and you do not mention where you purchased the shield and where you are getting the replacements. I assure you the ZAGG.com Limited Lifetime Warranty does not charge $20.00 for shipping and handling. Our charge is $9.99 for shipping and handling for the Glass Curve. Either way, I certainly understand your reason for being upset. 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 device. As 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 $9.99 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 order. Part of the Lifetime Guarantee is returning the old shield and returning the old invisibleSHIELD functions as your proof of purchase. Once 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 fees. I apologize if this process is confusing and frustrating, as ZAGG does not intend to mislead our customers in any way by our advertising. I am not able to confirm anyone else’s processes or fees that you might be paying for. ZAGG provides thousands of customers with replacement invisibleSHIELDs each month and find this process to work very well and to the satisfaction of our customers. ZAGG does stand behind our Lifetime Guarantee 100%. In regards to your dissatisfaction with the Glass Curve, the glass is more rigid of a shield and due to the curve of the Note8 screen it seems to need replacing more often than most of the InvisibleShields. I would suggest trying our sapphire defense curve for your Note8 and I would be happy to send you two to try. Here is a link where you can find more information on the sapphire defense curve. https://www.zagg.com/us/en_us/shop-by-device/samsung-galaxy-s8-accessories ZAGG is only able to refund purchases made at ZAGG.com, so we are not able to honor your refund request of $74.95. Again, I am very sorry for your experience with the reseller you have been working with however, I look forward to your reply and sending you the two free sapphire defense curve InvisibleShields should you accept ZAGGs offer. Warm regards, Sidney

Complaint: [redacted]
I am rejecting this response because: not satisfied with your response or refund. Your cover did not protect anything. I want what I originally said $350 And that's what I said I am my going away until this is settled
Sincerely,
[redacted]

Hello [redacted],   Thank you for reaching out to ZAGG concerning your ZAGG account. I am very sorry to hear about your account concerns and that you are not receiving replies. I assure you, had you emailed [email protected] you would have received a written reply. There has been no contact...

to this email address from you.   I am happy to explain why your account has been frozen and what we will need to receive in order to fix this situation. It came to our attention on June 1st,  25 warranties for the Sapphire Defense Curve for the Samsung Galaxy S8 were needed. Along with the previous orders:   May 20th, 13 warranties for Glass Curve for the Samsung Galaxy S7 edge.   May 20th, 7 Glass Curve for the Samsung Galaxy S7, 13 Glass for the Samsung Galaxy S7 (Screen), 5 HD Dry for the Samsung Galaxy S7 edge (Screen), 2 Glass for the Apple iPad mini 4 (Screen)   May 13th, 7 Glass for the Apple iPad Pro   The following individual warranty orders:   May 13th, HD Glass for the Microsoft Surface Pro 4   May 13th HD Glass for the Microsoft Surface Pro 4   May 13th HD Glass for the Microsoft Surface Pro 4   May 13th HD Glass for the Microsoft Surface Pro 4   May 13th Glass Curve for the Samsung Galaxy S7 edge   May 13th Glass Curve for the Samsung Galaxy S7 edge   These are just for 2017. While our customers are eligible for warranties, it is also a requirement to show proof of purchase by either returning the old products (which none have been returned to validate), or provide copy of receipts.   We are of the impression these products are possible being resold, in which case you need to become a reseller with ZAGG. Resellers have their own processes and much better pricing available. We would be happy to provide you with reseller information if requested.   However, at this time ZAGG will need to see all purchase receipts for the above listed merchandise that has been warrantied along with transaction numbers for verification.   Once we have this information and can review it, we will be happy to determine the activity of your ZAGG account.  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.
Please ship the 6 Invisible Shield screen protectors to: [redacted]
[redacted] [redacted]
[redacted]
Sincerely,
[redacted]

Hello [redacted],Thank you for reaching out to ZAGG. I understand the warranty HDX for the Samsung Galaxy Note 5 (Screen), IR18577643, you received is not the same quality of the glass shield you had. I want to make sure  you are receiving the same product you purchased and registered in [redacted]...

back on October 11th, 2016.The HDX material has not changed and should be exactly the same. Can you please clarify your concerns a bit more on why you feel the quality is not the same?I am happy to send you another shield, but as mentioned, I want to make sure we are providing you with what you purchased. Also, if you have a copy of your original receipt, that would be very helpful to me.I am looking forward to your reply.Warm regards,Sidney C

Complaint: [redacted]
I am rejecting this response because:
First of all this wasn't the first time this lady worked on my phone. The first time she replaced a LED light. She would have had to remove the cover to replace this light. I didn't remove the cover the first time nor did I remove it the second time. I stood there and watched her pull my phone apart and then snap it back together. I wasn't working on my phone she was. And it wasn't a few days later when my husband returned, it was the next day. That lady ruined my phone and she doesn't want to take responsibility for it.  
Sincerely,
[redacted]

Hello [redacted], Thank you for reaching out to ZAGG about your Glass Curve Elite for the Samsung Galaxy Note8 experience. I can certainly understand how frustrated you might be. While your experience with the Glass is unusual, it isn’t unheard of. I will be happy to work with you to see if we can get...

this resolved as quickly as possible. With me not knowing the circumstances which caused the InvisibleShield to actually break, crack, etc… The Glass Curve is an amazing product with very little complaint, however, I can only assume it may not be the best suited for you, as the name implies, it is glass. We have some customers that simply need a more versatile InvisibleShield. I am going to recommend the HD InvisibleShield for the Samsung Galaxy Note8. I understand you have voiced clearly you do not want to use our products, and you want a full refund. However, as you said you purchased the product from AT&T and ZAGG is not able to refund not made on ZAGG.com. What I would like to do is send you two of the HD InvisibleShield for the Samsung Galaxy Note8, so you can try it. Here is the link so you can review it: https://www.zagg.com/us/en_us/invisibleshield/samsung-galaxy-note8-screen-protec...⇄ I believe you will be much happier with a non-glass product. I have also refunded $5.99 for the first warranty you ordered and there was no charge on the second warranty. ZAGG stands 100% behind each and every one of our products, glass, HD, original, and does understand that one product type is not meant for everyone. Please let me know if I can send you two of the HD InvisibleShields at the address on file with your ZAGG account. You should also see a refund of $5.99 in a few days. I look forward to your reply. Warm regards, Sidney

Hello [redacted], Thank you for reaching out to ZAGG concerning your Limited Lifetime Warranty concerns and how you feel you have been treated by ZAGG. It is certainly never ZAGGs intention to threaten or mistreat any of our customers and I would like to clear up this situation. I have listened to the...

call that took place between yourself and our ZAGG Customer Care agent, Dennis and I certainly apologize if you felt this call was threatening concerning the ZAGG Limited Lifetime Warranty process. We feel it is important for all of our customers to understand the complete process, timelines and any fees that maybe incurred by our customers. Which is why our Customer Care agent was explaining the process. Included in our reply to your concerns is the email you received from ZAGG, letting you know we had not received the old product back to validate your warranty and the charges that might incur, the phone call, and the screen shots of the ZAGG.com online process you agreed to when you placed your order for the InvisibleShield under the ZAGG Limited Lifetime Warranty, in which you did agree and understood the Warranty Policy and that you would have to provide proof of purchase. Again, I am terribly sorry if you felt this was threatening in any way, as this is never our intentions. It is very important to ZAGG that all the information is up front to our customers as we never want to hide any information about any of our processes. Since this was your first experience with our warranty, you may not have been fully aware of the Limited Lifetime Warranty process, and I have validated the warranty for you, so there will not be any charge to your credit card (you should have received an automated email stating we have received the old product back as confirmation of the validation), and I have refunded your shipping and handling fee of $5.99. You will not be asked to return any product to us, but for any future warranty requests, we do ask that you please adhere to the complete warranty process. I hope we were able to address all of your concerns and again, we are sincerely sorry for the negative experience you have had with ZAGG. Warm regards, Sidney C

Hello [redacted], Thank you for reaching out to ZAGG about your concerns with your orders and the additional charge of $27.14 for [redacted]. It is never ZAGGS intention to cause our customers such frustration, and per the attachment, you can see, we have refunded you for any charge you have...

received. For the charged warranty,[redacted], $27.14 was refunded on 12/31/16, $3.99 for shiping and handling was refunded on 10/14/16. I refunded $5.99 for shipping and handling today. Thank you for your understanding and again, I am sincerely sorry for this inconvenience. Warm regards,Sidney Cere...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Based on Sidney C's response, of "suspected
fraudulent activity per information we are receiving" this statement is still vague and I believe it's a ruse to place blame on me (the consumer) for something I had no control over. As for the statement of "Zagg warranty process has been breached in that shipping and
handling fees have not been paid for the majority of the warranties requested
since 2014" AGAIN placing the blame on me for something I have no override authority to do. Since I've been a customer from 11/22/2009, I have 77 transactions for new product, returns, exchanges or replacements. 45 of the 77 transactions were replacements and I was charged a shipping and handling fee of either $3.95 or $3.99 for 10 of the transactions dating from 3/25/10 to 5/31/15. The remaining 35 transactions dating from 3/28/2012 to 10/9/2015 were at no charge. I go online, log into my account and place a replacement order. How there system deems to charge or not charge me for the shipping and handling of the replacement product is inconsistent and once again beyond my control. Recently due to a change in their site, when I attempt to place a replacement order, it wouldn't allow me to process the request online. I contacted Zagg customer service to explain my challenges and the customer service agents placed a replacement order for me.  If those orders are what you're deeming as "suspected fraudulent activity" then it's an internal control matter that needs to be addressed with the representatives who assisted me. Lastly, if you felt that I allegedly "breached the warranty process ever since 2014", why did it take you over a year to classify my account as fraudulent? Your system and customer service staff are flawed and your explanations and reasoning are as well.  I know I'm not the only consumer this has happened to and as long as your infrastructure is broken it will continue to happen to new consumers. Very disappointed that you are not able to take the time to speak to me directly and try to resolve the matter. Zagg obviously feels losing me as a valued long time customer is immaterial.

Hi [redacted], I am so sorry to hear your phone screen shattered after you dropped your phone. I 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 against. ZAGG’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 customers. As far as our liability, it is for the InvisibleShield only. This is publicly stated online in our FAQ section of our website. I 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 S8. It should be shipping within the next week or so.  We are not able to assist you with your refund request of $350.00.  Again, I am very sorry for any frustration and misunderstanding you may have experienced.  Warm regard, Sidney

Complaint: [redacted]
I am rejecting this response because: this does not fix the screen your products' sole purpose for existence. Thank you for all of your help. Very disappointed. Will spread the word BUYER BEWARE.
Sincerely,
[redacted]

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

Hi [redacted], Thank you for your reply. I am sorry you did not accept my response, and I understand how confusing this could be. I will try to explain it a bit differently. In your desired settlement you asked for a screen (InvisibleShield) as soon as possible. You reached out to our ZAGG Customer Care and spoke with a manager who assisted you with a free InvisibleShield. In regards to Verizon and the ZAGG kiosk at the Flatirons Mall, ZAGG would never pass the buck to put any blame elsewhere. Verizon and any kiosk with the ZAGG name are resellers and not owned or operated by ZAGG, and have their own policies and procedures. We do work closely with their managers, which I will be happy to pass on your concerns. I certainly agree, it is very unfortunate they asked you to go elsewhere for the Limited Lifetime Warranty, and certainly not in their best interest to represent their companies. As previously explained, the Limited Lifetime Warranty is handled by ZAGG.com and the ZAGG Customer Care Centers. I certainly understand from a consumer point of view, if a product is bought at a certain store, it would be very convenient to go back and be taken care of, but the Limited Lifetime Warranty and One and Two Year Manufacturer’s Warranty are through ZAGG.com and not the responsibility of any store selling our product. If they should choose to assist the customer, then that would be entirely up to them and their own policies. The Warranties as listed on ZAGG.com and on the product box referring you to ZAGG.com: WARRANTY TERMS ZAGG’s warranties apply only to ZAGG, InvisibleShield, mophie and iFrogz-branded products and are subject to the following terms herein. All ZAGG warranties are non-transferable and are only available to the original end-user consumer. To request a replacement product under a warranty policy, you must register your product at ZAGG.com or mophie.com and provide proof of purchase. You will also be required to provide a valid credit card number. Warranties do not apply to products purchased from online vendors unauthorized to sell ZAGG product, including eBay.com. Products purchased at ZAGG.com or mophie.com are automatically registered. Third-party products sold through ZAGG must be serviced through the product manufacturer. LIMITED LIFETIME WARRANTY For device-specific products, ZAGG warrants the product against wear and damage during the lifetime of the device for which the product was purchased. For products that are not device specific, ZAGG warrants the product against wear and damage for as long as the original purchaser owns the product. You must register your product at ZAGG.com or mophie.com, provide a valid credit card and return the damaged product. ZAGG, at its option, will either (1) replace the product, or (2) exchange it with a product of equal value. For limited lifetime warranty products, you pay to ship the replacement product to you, and then ZAGG pays to ship the original product back to ZAGG. Failure to return the original product within sixty (60) days will result in your credit card being charged the full retail price of the replacement product. For earbud tips covered under ZAGG’s Earbud Tips for Life warranty, ZAGG will replace damaged or lost earbud tips; you are responsible for the cost of shipping the replacement product to you. ONE-YEAR AND TWO-YEAR MANUFACTURER’S WARRANTIES ZAGG warrants these Products against defects in materials and workmanship under normal use for a period of ONE (1) YEAR or TWO (2) YEARS, as applicable, from the date of retail purchase by the original end-user consumer. This warranty does not apply to normal wear and tear. You must register your product at ZAGG.com or mophie.com, provide proof of purchase by emailing your scanned receipt, and provide a valid credit card number. You must also return the damaged product to ZAGG. If a valid claim is made during the applicable period, ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal value. A replacement product assumes the remaining warranty of the original product or ninety (90) days from the date of replacement, whichever is greater. Failure to return the original product within sixty (60) days will result in your credit card being charged the full retail price of the replacement product. Customer is responsible for the return shipping costs. I hope this explanation is clearer on where the responsibilities of any ZAGG warranties lay. I apologize again for any confusion and frustration you have experienced in this situation. Warm regards, Sidney