Chandler Photography

Complaint: [redacted]
I am rejecting this response because:Sidney,Thank you for your quick response. Can you also address the manner in which I was spoken to by Meredith? When I complained to her about my Invisible Shield continuously breaking, she replied "why I am still buying your products?!" I would think she would not have said such a snarky remark nor would she encourage me to go to another company (which of course is something I've considered as well as not encouraging friends to purchase your products). Secondly, the amount would be $38.31, not $38.23 and also Meredith mentioned adding more money on the gift card (than the original credited amount). Therefore, due to that and my inconvenience, I am requesting that the gift card be in the amount of $50. As I understand, the gift card will not only be for Zagg products?Again, thank you for the time.  
Sincerely,
[redacted]

Hello [redacted], Thank you for reaching out to ZAGG through the Revdex.com. I am sorry to hear you dropped your replacement phone on the ground and the screen and shield broke. This would certainly be upsetting for anyone to experience. This is a shield that ZAGG has had for quite a while...

and we have not had any other contacts that the shield did not fit the Galaxy Note 5 or problems with the shield causing fuzzy pictures. Based on your concerns during the call you stated the Glass for the Samsung Galaxy Note 5 (Screen) InvisibleShield you received did not cover edge to edge and covered half of your camera so all the pictures were fuzzy. You felt that if the InvisibleShield covered the edges then your screen would not have broken. Per our Product Development Team: 1. Each of our designs are designed with the goal of maximizing a number of factors, which include (but are certainly not limited to) surface area of the device protected, ease of installation, aesthetic appeal, and integration with device functionality. After speaking with our design team, we determined that the current design for the Galaxy Note 5 is ideal in terms of achieving the best balance of these factors. 2. If the InvisibleShield covered half of the camera then it was not installed properly. See the attachment. The blue line has the shield covering half of the camera and this would clearly be an installation problem. Not an incorrect InvisibleShield. The red line is the shield installed as designed. We understand you are a paralegal and you have every intention to see to it that ZAGG will pay for your device and loose the patient of the InvisibleShield. You also stated the Revdex.com has requested that you send the InvisibleShield to them so they can hire a 3rd party to dispute the coverage of the InvisibleShield. It sounds by this information that you are clearly upset and you have every right to be. However, ZAGG has never stated the InvisibleShield will protect your device screen from breaking. The InvisibleShield will enhance the device from scratches. Regrettably there is not a protection out on the market that claim 100% non-device breakage. We have offered to replace the InvisibleShield and several of our customer service agents have explained that ZAGG clearly states that we are not liable for the electronic device itself: ZAGG IS NOT RESPONSIBLE FOR DAMAGES RESULTING FROM ANY BREACH OF WARRANTY INCLUDING BUT NOT LIMITED TO LOSS OF USE, LOSS OF REVENUE, AND LOSS OF ANTICIPATED PROFITS. ZAGG’S WARRANTIES DO NOT COVER ANY THIRD PARTY DEVICES OR THE PERSONAL PROPERTY OF ANY CONSUMER. THESE WARRANTIES DO NOT APPLY TO ZAGG SOFTWARE OR TO ANY THIRD PARTY SOFTWARE. ANY ALTERATION, CHANGE, MODIFICATION, OR REPAIR (OTHER THAN REPLACEMENT OF A REPLACEABLE COMPONENT) MADE TO THE PRODUCT BY A PARTY OTHER THAN ZAGG OR ZAGG’S AUTHORIZED SERVICE PROVIDERS WILL VOID THIS WARRANTY. ZAGG RESERVES THE RIGHT TO REFUSE WARRANTY REPLACEMENT FOR SUSPECTED FRAUD OR ABUSE OF ZAGG’S WARRANTY POLICY CONTAINED HEREIN. ZAGG’S WARRANTIES AND REMEDIES SET FORTH ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIED. ZAGG SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IF THE LAW PROHIBITS ZAGG FROM DISCLAIMING IMPLIED WARRANTIES OR WARRANTIES OF MERCHANTABILITY, ALL SUCH WARRANTIES ARE LIMITED TO THE DURATIONS REFERRED TO HITHERTO. ZAGG RESELLERS, AGENTS OR EMPLOYEES ARE NOT AUTHORIZED TO MAKE ANY MODIFICATIONS, ADDITIONS OR EXTENSIONS TO ZAGG’S WARRANTIES. ZAGG RESERVES THE RIGHT TO CHANGE THE TERMS OF ITS WARRANTIES AND REMEDIES WITHOUT NOTICE. I have listened to all of the calls and I assure you at no time were you told that ZAGG would replace your phone. We are happy to replace the InvisibleShield. If you would like us to send you another Samsung Galaxy Note 5 InvisibleShield please confirm your shipping address and I will be happy to send one to you. Again, I am very sorry you dropped your phone and the screen broke. However, I do look forward to your reply so we can get this resolved as quickly as possible. Warm regards, Sidney C

Hello [redacted], Thank you for reaching out to ZAGG about your order concerns. I can certainly understand how upsetting it is to order products and then have to wait for them. I would be upset as well with no information, product or update. I am happy to address your concerns. When the orders...

[redacted] for the Glass for the Motorola Z Force Droid Edition, and [redacted] for the Glass for the Motorola Z Force Droid Edition, both placed on September 8th, on ZAGG.com, ZAGG provided the estimated shipping date of October 6th, 2016 for both orders, advising you when we anticipated the orders to actually ship, due to the arrival date of inventory on this specific product. This date was provided during the order process and I apologize if you did not see this information. The actual ship date on both orders shipped earlier than we expected which was on September 30th. Both orders were upgraded in the shipping from USPS First Class to UPS Next Day Air at no cost to you. Initially there was a charge of $5.99, paid by you, to cover the shipping and handling fees for each order. Since ZAGG charges this fee when the order was shipped, there was no actual charge to you. ZAGG was able to reverse these charges before they were charged which is why you have not received a refund. Since there was no settlement on each amount, there is nothing to refund. (See attachment) Per your desired settlement request of a full refund of the amount paid at time of purchase of $95.00, we are only able to refund charges made to ZAGG.com, not off site purchases. Per both tracking numbers from UPS, it appears both orders were delivered yesterday, Monday, October 3rd. I have validated both of the warranties for you so there is also no expectation for you to return the old product to us. You should have received two separate automated emails letting you know we received the old product back. Please just ignore these. I am extremely sorry you had this experience with ZAGG and your first warranty request. It is certainly never our intention to make our customers wait for product or have questions and concerns that are not addressed to our World Class Customer Service expectation. We understand how important your time is as well as wanting protection for your electronic devices. Please accept our sincerely apology. Warm regards, Sidney C

Hello [redacted],Thank you for reaching out to ZAGG about your concerns. I am very sorry for any confusion with your order [redacted]. I have taken care of the validation for this order and you will no longer receive any other emails stating you will be charged.Again, I apologize for any inconvenience...

this may have caused you.All the best,Hello [redacted],Thank you for contacting ZAGG regarding the situation you are experiencing. I can see how this would be very upsetting. I would be happy to explain why this account is no longer valid.You stated in your concerns that you were shipped random products that you did not need or want. You called ZAGG on November 9th, 2015 7:21 PM and spoke with a supervisor.You reported at that time that your account was hacked and there were 4 replacement orders that were made that you did not know anything about. You also asked if you could keep one of the orders for your inconvenience, [redacted] ZAGG Slim Book iPad Air 2 Case with Keyboard - Black ($129.99). The supervisor said you could keep this product but asked if the following orders could be returned, [redacted] ZAGG Pocket Keyboard Apple Devices, [redacted] ZAGG 10 Key Bluetooth Number Keypad Black, and [redacted] Rugged Book for iPad Air 2.ZAGG takes fraud very seriously. When the call was made to us and it was implied someone else had access to this account and did not have the account holders authorization to place order, we closed the account. We do this for the protection of our customers. ZAGG does not randomly send orders to customers. All the orders that were not approved by the account holder were placed from ZAGG.com, meaning someone must have access to the email address and password of this account.ZAGG is not able to reopen the account due to fraudulent activity provided to us by caller.You have been with ZAGG for a very long time and is very appreciated. I hope that you can understand why we would take the necessary steps to prevent more fraudulent activity on an account that is comprimised. If you haven't received a return UPS tracking let me know and I will get that off to you. Since you have been a long time customer I would be happy to send you a shield for Samsung Galaxy Note 5 Privacy Screen. If you can just confirm the product and address you would like it shipped to I would be happy to take care of this for you.I apologize for the frustration you must be feeling but ZAGG has a strict policy to freeze accounts anytime fraud is mentioned concerning a customer.Warm regards,Sidney C

Hello [redacted], Thank you for contacting ZAGG. I am very sorry to hear that you dropped your phone when you stood up, and the screen cracked when it hit the ground. I 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 be. However, cracking or shattered screens is not something that ZAGG states the InvisibleShield will protect against. We 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 scratches. The 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 against. Also 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 agree. You seem to have gone through more screens than our customer average customer. The glass InvisibleShield can be more sensitive than the regular, HDX as it is glass. I apologize I am not able to say why you have required more replacements than most. I have reviewed your history with ZAGG and other than your original purchases not from ZAGG this is what has transpired. [redacted] April 3, 2015 Apple iPhone 6 GLASS (Case Friendly Screen) no fees[redacted] April 3, 2015 Apple iPhone 6 Plus GLASS Case Friendly no fees[redacted] April 20, 2015 Apple iPhone 6 HDX Case Friendly no fees[redacted] May 11, 2015 Apple iPhone 6 HDX Case Friendly no charges (refulfillment order)[redacted] June 23, 2015 Apple iPhone 6 GLASS (Case Friendly) $10.73 (refunded) [redacted] 9/30/15[redacted] July 28, 2015 InvisibleShield Glass Luxe for the Apple iPhone 6/6s (Titanium) no fee[redacted] September 16, 2015 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 $10.73. In regards to your other charges, ZAGG is only able to refund purchased made to ZAGG.com or ZAGG Customer Care Department directly. I am afraid we are not able to honor your request of refunding you $90.00 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 expire. Warm regards,Sidney

Hi [redacted], Thank you for your reply and I am very sorry you have rejected our offer. Please accept my apologies for the miss labeling of your device on my end. As explained in the original reply, it appears you have done all your purchases and warranties through your local reseller/kiosk and not ZAGG.com. Since resellers/kiosks are locally owned and operated, ZAGG is not able to refund you. You would need to work with them on any return of funds. ZAGG is only able to refund purchased made from ZAGG.com. If in the future, you should change your mind and be interested in a product we might have for the Note 8 please reach out to us and we would be happy to assist you at that time. Warm regards, Sidney

Hi [redacted], Thank you for taking the time to contact ZAGG through the Revdex.com. I hope you will accept our apologies for any confusion or inconvenience you have experienced regarding the return of your original invisibleSHIELD to ZAGG. Please note that we are committed to your satisfaction, and are...

always working to improve the replacement process. Because of this, our intent is never to deceive customers regarding their returns or warranties.  When you initially registered your Glass for the Apple iPhone 6 Plus/6s Plus (Case Friendly) in registration [redacted] on July 10th, 2016 we assign a sku (our internal reference number for this product) [redacted], plus the name changed. Over time this internal information can change but it is not typically pertinent to our customers, which is what happened when you recently tried to order a warranty and could not so you contacted ZAGG. The representative you spoke with updated your account which is one of your concerns. The new sku number is, [redacted], but is in no way an upgrade to your product. I apologize if this was not explained to you at the time, but honestly, most customers do not want to know this information, they just want the product needed for their device. I feel your contacts with us could have been handled differently and we should not held you to our typical policies, as you have always returned the product to validate the Limited Lifetime Warranty. It does appear this last time we just didn’t receive your returned shield. It is rare, but it does happen from time to time. We should have just reviewed your history and used the previous returns as a validation this time. I am sincerely sorry this didn’t happen and we made you frustrated with us. I have refunded your charge of $42.73 for [redacted] and for all of the inconvenience I am happy to send you and additional shield if you would like. Just confirm your address and I will be happy to send you a free Glass+ for the Apple iPhone 6 Plus/6s Plus/7 Plus. Again, I am sincerely sorry for all the frustration you have experienced and I hope I have been able to explain what happened to your satisfaction. I look forward to your reply. 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.
Sincerely,
[redacted]

Hello Wendy,Thank you for reaching out to ZAGG Inc Wendy. I am sorry to hear your iPad Mini has become damaged. Anytime an electronic device is damaged is always very upsetting, as I know from personal experience.I see you have already contacted our Customer Care Department today, July 17th and...

accepted our offer to send you a top of the line Rugged Keyboard at no cost to you. This order [redacted] is currently in process to our fulfillment center. I understand the representative you spoke to explained ZAGGs liability as well. Here is this information:ZAGG Warranty PoliciesYou must register your product at ZAGG.com before it is warranted. If you purchased your product at ZAGG.com, the product is automatically registered. All ZAGG warranties are non-transferrable and are only available to the original end-user of the product. Warranties do not apply to products purchased from online vendors unauthorized to sell ZAGG product including ebay.com. 30 DAY RETURN POLICY – NO QUESTIONS ASKED1 YEAR MANUFACTURER’S WARRANTYLIMITED LIFETIME WARRANTYPRODUCTSProducts purchased from ZAGG.com or from an authorized ZAGG-branded Retail OutletAll ProductsInvisibleShield products, Rugged Cables, Cases (Speakercase excluded), ZR-SIX EarbudsWARRANTY PERIODPurchase date – day 30Purchase date – day 365Purchase date – as long as you own your devicePOLICY AND WARRANTY APPLICABILITYProducts purchased directly from ZAGG.com or from an authorized ZAGG-branded Retail OutletDefects in materials and workmanship under normal useWear and damage to the product during the lifetime of the device for which it was purchasedEXCLUSIONSNoneDamages caused by operating the product outside its intended useThe warranty is limited to the lifetime of your deviceREMEDY – AT ZAGGS SOLE DISCRETIONReplacement at no charge, exchange the product with a product that is of equal value or refund the purchase price of the productReplacement at no charge or exchange the product with a product that is of equal value. Customer is responsible for the return shipping costsReplacement or exchange the product with a product that is of equal value. Customer pays a $5.99 shipping and handling charge for the replacement productPROCESSProducts must be returned to the original place of purchase and you must provide proof of purchase.You must register your product at ZAGG.com and provide proof of purchase by emailing a scanned receipt. You must also return the damaged product to ZAGG.You must register your product at ZAGG.com return the damaged product to ZAGG.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 consumer. To request a replacement product under a warranty policy, you must register your product at ZAGG.com, provide proof of purchase and request the replacement. 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.LIMITED LIFETIME WARRANTYZAGG warrants these Products against wear and damage during the lifetime of the device for which it was purchased. You must register your product at ZAGG.com return the damaged product to ZAGG. ZAGG, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal value. You will be required to provide a valid credit card number and be required to pay a $5.99 shipping and handling charge for the replacement product. Failure 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.ONE-YEAR MANUFACTURER’S WARRANTYZAGG warrants these Products against defects in materials and workmanship under normal use for a period of ONE (1) YEAR 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, 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 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 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 ZAGG 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.30-DAY RETURN POLICYWe offer a 30-day money-back guarantee on products purchased directly from ZAGG.com or any authorized ZAGG-branded Retail Outlet. The product must be returned to the original place of purchase and you must provide proof of purchase. You have the option to replace the product at no charge, exchange the product with a product that is of equal value or refund the purchase price of the product.ZAGG IS NOT RESPONSIBLE FOR DAMAGES RESULTING FROM ANY BREACH OF WARRANTY INCLUDING BUT NOT LIMITED TO LOSS OF USE, LOSS OF REVENUE, AND LOSS OF ANTICIPATED PROFITS. ZAGG’S WARRANTIES DO NOT COVER ANY THIRD PARTY DEVICES OR THE PERSONAL PROPERTY OF ANY CONSUMER. THESE WARRANTIES DO NOT APPLY TO ZAGG SOFTWARE OR TO ANY THIRD PARTY SOFTWARE. ANY ALTERATION, CHANGE, MODIFICATION, OR REPAIR (OTHER THAN REPLACEMENT OF A REPLACEABLE COMPONENT) MADE TO THE PRODUCT BY A PARTY OTHER THAN ZAGG OR ZAGG’S AUTHORIZED SERVICE PROVIDERS WILL VOID THIS WARRANTY. ZAGG’S WARRANTIES AND REMEDIES SET FORTH ABOVE ARE EXLCUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIED. ZAGG SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IF THE LAW PROHIBITS ZAGG FROM DISCLAIMING IMPLIED WARRANTIES OR WARRANTIES OF MERCHANTABILITY, ALL SUCH WARRANTIES ARE LIMITED TO THE DURATIONS REFERRED TO HITHERTO.ZAGG RESELLERS, AGENTS OR EMPLOYEES ARE NOT AUTHORIZED TO MAKE ANY MODIFICATIONS, ADDITIONS OR EXTENTIONS TO ZAGG’S WARRANTIES. ZAGG RESERVES THE RIGHT TO CHANGE THE TERMS OF ITS WARRANTIES AND REMEDIES WITHOUT NOTICE. Also: LIABILITY DISCLAIMERPlease note our liability is solely for the InvisibleShield and does not extend to electronic devices.Again, I am terribly sorry for this situation, however, ZAGG is not able to refund you for your iPad Mini, but I am sure you will be very happy with your Rugged keyboard.Warm regards, Sidney C

Hello [redacted],Thank you for your reply, and I am sorry  you are rejecting our offer. I have located a Glass for the Samsung Galaxy S6 (Screen) and I will be sending two of these to you from our corporate office. AI apologize for all of the frustration you have gone through to get what you purchased.The HDX Defense shield was shipped to you, so if you do not want it please just dispose of it as you see fit. Please keep in mind from the previous email that ZAGG does have the right to change the product if we no longer carry an item or we do not have it in stock. We always strive to provide the best service and I am sorry we have failed you in your need. The two shields will be shipping to you tomorrow via UPS 2nd Day Air. Once the order ships you will receive a tracking number. Thank you for your understanding in this matter.Warm regards, Sidney

Hello [redacted], I am so sorry to hear about your experience at the University Mall in Orem, and I understand how frustrating this must be for you. Thank you for taking the time to contact ZAGG. I would like to sincerely apologize for the experience you have had at the University Mall in Orem, location...

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your understanding.
Sincerely,
[redacted]

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

When the customer brought her phone in to have a screw on the bottom of the phone tightened, I asked her to take it out of the case. We have a strict policy that we do not take phones out of the case. When she was trying to remove her phone, she lifted the top left corner of the phone to pull it out...

of the case. At this time, the top left corner of the phone lifted and seperated from the screen. The customer continued pulling the phone from the case. After the phone was removed from the case, she handed me the phone. I popped the top of the phone back down. I tighten the screw and handed the customer her phone. A few days later her husband brought the phone in and said the phone was not working. He said they were trying to turn it into Verizon to update the phone but it had to be working for them to get a credit. I took the phone apart and determined that because the top left corner had been lifted from the screen, it had caused damage to the mother board. The customer wanted me to take responsibility for the damage but I reminded her that she was the one to take the phone out of the case and had caused the damage at that time. I told her again that we do not remove any device from the case, only the customer can do that. I did not cause her to purchase a new phone. They were already going to exchange her iPhone 4 with Verizon to get an updated phone. I apologized to the customer but refuse to take the blame for the damage she did to the phone.

Complaint: [redacted]
I am rejecting this response because: Thank you for your response.  I believe there is some misinformation in your response, so I wanted to clarify.   I am still confused by your reference to a third party. While I appreciate the gift card, I did not ask for it, but the customer service representative went ahead sent it to my email.  While she discussed the gift card option over the phone, I let her know I was uninterested in a gift card to Zagg, but instead wanted compensated towards the repair of my cracked screen. I have attached a screenshot of the email in which the gift card was provided.  I have not used the gift card, I encourage your company to please check the balance to verify this.  I do not intend on using the gift card as I do not intend on purchasing any Zagg products. Upon further review contacting Apple, the cost of the screen repair for my phone is $169.00 plus tax.  While I am rejecting the Zagg gift card option, I would accept a visa gift card or check for the same amount as the original Zagg gift card option of $100.00, so I can put it towards the cost of my new screen. Either way, Zagg would be providing me with $100.00, except I would be able to use a Visa gift card or similar option towards the needed repair of my screen. Regarding the screen protector, while I mentioned that I personally would not use it, but maybe someone else I know could (please see attachment).  Zagg replaces InvisbileShields when they become damaged or warn, as long as the consumer sends the broken protector back, and pays for shipping towards the new protector.  This seems to align with the warranty to all consumers, so I do not believe I was not provided an extra service from this gesture, although it was appreciated.  Again, the article in Digital Trends from January 4, 2017, in which the President of Zagg, Brian S[redacted], states "We take great pride in our industry-leading InvsibleShield lifetime warranty program.  With our new InvsibleShield Screen Guarantee Plan, the best just got better.  If your screen breaks with our products protecting it, we will help pay for the repair.  We want our customers to live without the fear of unexpected drops and resulting damage that are so disruptive to their mobile lifestyle."  While the article promotes the Sapphire Defense product, Mr. S[redacted] discusses the InvisibleShield lifetime warranty program (which is provided to all screen protectors, according to your website), and uses the word "products," which means more than just the Sapphire Defense protector.  The article also covers other information, such as the CES Conference.  Similar articles in which S[redacted] is quoted saying this can be found online with a quick search.In your response, if your company is implying that only the Sapphire Defense InvisableShields can be guaranteed, are the other products purchased earlier of poor quality?  Was my product purchased earlier of lesser quality?Again, I am seeking assistance towards the repair of my phone screen ($100.00) and rejecting the gift card you have originally sent.Thank you!

Hi [redacted], I apologize for any confusion related to my reply. I certainly did not mean to make the situation more confusing. You purchased your InvisibleShield at AT&T and then went to a local kiosk, which you had concerns with both places. Resellers such as AT&T and kiosks are not owned or operated by ZAGG. They are independently owned so they have their own policies and procedures. You have reached out to the Revdex.com which has contacted the ZAGG Corporate offices, since we are not affiliated with AT&T or the local kiosk (other than they sell the InvisibleShield product), I was presenting you with a different offer. Again, I am sorry for this confusion. ZAGG is only able to refund purchases made from ZAGG.com, so we are not able to refund the $10.00 you paid at AT&T. I offered you $20.00 in electronic gift card to use at ZAGG.com toward any product, along with a free InvisibleShield in which you would not need to pay for any shipping or handling fee. I hope you reconsider our offer, as even though we are not affiliated with AT&T or local kiosks, we still very much want your experience with the ZAGG brand to be one that you are happy with. Thank you, Sidney

Complaint: [redacted]
I am rejecting this response because: this is completely absurd. If not for me accepting the salespersons 'upsell' this last time, I would have dropped it and nothing would have happened. Now I got this 'new and improved' product which took NONE of the fall and rather it was as if I had nothing on my phone. I will afford you the opportunity this last time to correct this, otherwise I am taking to social media - I am forwarding my complaint up the chain at ZAGG and I will request the assist of CNN who just today actually wrote an article to the public warning them about the payments businesses, i.e. ZAGG pay the Revdex.com to keep their rating.
This is NOT my fault. If not for your defective product, I would not be out the money for the cracked screen - this complaint does NOT align with your 'rules' as you published to me in your previous response.
Sincerely,
[redacted]

Hello [redacted],Thank you for reaching out to ZAGG concerning your warranty. I am sincerely sorry you have not been contacted from our Account Assistance Department and I certainly understand your frustration. I will be looking into why you have not received a reply. However, in looking into your...

warranty concerns I found two different accounts for you. The reason you are not able to process a warranty is the information we are retrieving when you enter your data is the information is coming back as fraudulent. Both of the ZAGG accounts have been closed due to fraudulent activity. Your order [redacted] has been refunded in PayPal. Refund (Unique Transaction ID # [redacted])Sent to: [redacted] Email: [redacted]_[redacted]Total amount: -$[redacted] USDI sincerely apologize for this frustration, however, the accounts will remain closed.All the best, Sidney CIC828245Q998IC828245Q998IC828245Q998

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company has promised me a replacement of the product that I purchased 4 months ago. I will be very happy when I receive the product.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to request that the business send me the sapphire cover. I will try this product and if I have similar issues; I believe it is only good business practice to provide me with a product of my choice from a different manufacturer to protect my phone in the way that I expected the Zagg cover too. Acceptance of the sapphire case will solidify this agreement. Thank you again. 
Sincerely,
[redacted]