Gadget Guard

Filing a claim with this company is extremely confusing. after many steps in trying, I received a phone call from Gina in customer service. Gina was extremely passive aggressive and unprofessional. Keep in mind Gina called me with this attitude. idk what her problem is in life, but customer services is not what she should be representing for this company. I proceeded to file a complaint on Gina, to get her bbf Megan, who did absolutely nothing to resolve the abuse I substained from Gina. asking for Megan's boss was challenging, because Megan did not want to give up that information, mmmm I wonder why. horrible customer service and claim process. I will never purchase another product from this company because of GINA. if there was a negative rating I would have selected that. stay away from this company their product doesnt even work. such a scam.

Hi ***, We're sorry to hear about your experience with trying to reach our customer service team! Thank you for reaching out to us so we can ensure that you are taken care of! We apologize that your issue was not addressed in a timely mannerA member of our customer service team has responded to your help ticket and will be getting your registration completed for you, waiving any deadlines that may have past as you've waited for assistanceAgain, we apologize for the delay in communication and look forward to the opportunity to make this right for you!

Hi ***, We're sorry to hear that you've been having trouble with your guardUnfortunately, the Black Ice Liquid Edition does not come with a warranty replacement program like our other guardsHowever, as a one time courtesy to you we will be happy to get a new Black Ice Liquid Edition sent out as you feel that your original purchase was defectiveBlack Ice Liquid fortifies your screen against scratches and cracks, but does not prevent them as a tempered glass screen protector wouldYou can read more about how Black Ice Liquid works for you and the pros and cons of choosing it as your screen protector by visiting our FAQ page here: http://www.gadgetguard.com/faqOur customer service team has reached out to you in order to help you with this matter

Case #: [redacted] Hi ***, We are sorry to hear that your grandmother has had problems with her registrationYou’ll be happy to know that we have recently updated our website in order to make the registration process more user-friendlyThat being said we would love to get your grandmothers guard registered for her! If you could e-mail us at [email protected] they will be able to take care of that for you! It will require some information about the phone, such as the IMEI numberWe will do our best to walk her through each step as quickly as possible

Hi [redacted] ,We're sorry to hear that you've had a negative experience with your registration process and that it was not communicated to you by the in-store sales rep about the 15-day registration policyWhile this not state on the outside packaging it is included on the inside of flap where the guard is heldWe have attached a photograph for reference If you have your receipt, we will be happy to get your guard registered correctly for you! We do not charge shipping for a profit; it merely covers the fees we pay for getting the guard out to you safelyThe shipping option is for overnight shipping onlyWe apologize for the frustration you've experienced with trying to contact us via phoneWe are currently working on a new phone system to serve our customers betterWhile we do set the expectation that a response may take up to hours for an answer to an email, we generally respond before that timeWe are more than happy to resolve your issue and comply with your requested fixesA member of our customer service team will be reaching out to you to get the process started

Hi ***,We are sorry to hear that you have had trouble with your claimWe are happy to get your guard registered so you can submit a claim and we are able to do so with the receipt as proof of purchasePlease reach out to us at [email protected] so we can get this process started for you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will do for me, I will give them one more try Sincerely, [redacted]

Hello ***, I’ve reviewed your complaint regarding the handling of your request for assistanceAfter reviewing your complaint and reading your request email threadOn four occasions, Shawn provided you with the instructions to complete your registrationIt’s a very simple step and only requires you to click on your product to confirm this is the phone you wish to registerOnce clicked you will automatically be launched into step four of the registrationAt one point during your correspondence, Shawn even offered to complete the registration for youThis process requires that we have access to your Gadget Guard accountYou refused to provide the required information for us to assist youYou also refused to follow the instruction Shawn provided on four occasionsIf you need assistance registering your product, fill out the information Shawn has requested and we will complete the registration for youIf not, follow the instruction to click the product to get to step four of the registration and complete the registration process on your ownYou are also welcome to call in for instructions over the phone, and you’ll speak with me directly Thank You, Lorraine V [redacted] Customer Support Manager Gadget GuardNorth West, Suite 3North Salt Lake, UT lv [redacted] @gadgetguard.com

Hi ***, Thank you for reaching out! We're sorry to hear about your guard, but are happy that your screen is safe and crack-free! We apologize for the wait you had with receiving a response from our customer service teamIt can take up to hours for a response on during the Christmas holiday, as we are not in the officeWe will be happy to get a replacement guard out to you without the shipping feeA member of our customer service team has reached out to you in order to get that process started

I purchased Black Ice for myself, my son and my husband (both Samsungs and IPhones). Unfortunately, it did not work and Gadget Guard has denied receiving my registration. It was done at the Cellular store where it was purchased and they have verified that it was done. However, Gadget Guard has denied receiving it and will not honor their warranty. I am frustrated in dealing with customer service via email and angered that I wasted over $150 on this SCAM!

Case #: *** Hi ***, We are sorry to hear that you were unable to contact us and get your replacement screen protector! We would love the opportunity to make this right and send you a replacementIf you can please e-mail us at [email protected] we will get this squared
away as quickly as possible

Hi ***, We're sorry to hear about the confusion with our communication with you! We apologize for that and a member of our customer service team will be reaching out to you shortly to see how they can help resolve this for you

Case #: *** Hi ***, We’re sorry to hear about the confusion in regards to registering and making a Black Ice + Warranty claimI’ve attached a link to our website where it explains the steps in the process: http://www.gadgetguard.com/bie-claimBecause we are not an insurance
company we contract with Fortegra in order to provide the $screen break reimbursementBecause of this there are certain processes and requirements in order to put in a claim, one of which is the need to contact Fortegra directing in order to make a claimIn order to make a claim or check on the status of your claim you may contact them by phone at 1-877-675-If you need any further assistance with your guard replacement please reach out to us at [email protected]

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 Only After I Received A Call From Their Customer service Manager, DaleHe Worked Very Hard With me To Make Things Better. We Did Come To a Satisfactory Agreement . It Would Be Nice If I Can Post Something Saying That They Are Definately Willing to Clear Up A Problem.
Sincerely,
***

Hi [redacted], We’re sorry to hear that you have found difficulty in registering and ordering a warranty replacement for your guard. We were unable to find a submitted a help ticket to our customer service team as you stated in your complaint. You can submit a help ticket here:...

https://www.gadgetguard.com/contacts/ or contact us via our website chat which is available from 9-4:30 M-F MST. Our team will be happy to check your account information and get a replacement guard sent out to you. Through your name we have been able to locate your accounts and registration. Our team will be happy to ensure that you are able to have access to your account so you don’t run into problems in the future. We saw that you have registered our Black Ice Cornice Edition. Curved glass does increase the damage potential for both the screen protector and the phone screen itself. Designing a guard that can both protect your device and still work well with your touch screen was difficult. Our Cornice Original Edition is the best technology available to meet those demands. It has stood up to rigorous testing by us and our distribution channels. You are certainly better off with the guard vs without, as it will offer protection for your fragile curved screen. The guard is designed to absorb impacts and scratches so that your phone screen doesn't – this could happen on the very first day. If it is scratched or cracked that means it is doing its job and that is why we have the replacement warranty. Our customer service team looks forward to hearing from you so they can get your issues resolved.

Case #: [redacted]   Hi [redacted],   We are sorry to hear that your grandmother has had problems with her registration. You’ll be happy to know that we have recently updated our website in order to make the registration process more user-friendly. That being said we would love to get your...

grandmothers guard registered for her! If you could e-mail us at [email protected] they will be able to take care of that for you! It will require some information about the phone, such as the IMEI number. We will do our best to walk her through each step as quickly as possible.

Hi [redacted],We're sorry to hear that you are dissatisfied with your product. We work hard to develop the best design and adhesive for our guards. We will be happy to have replacement guard sent out to you if you continue to experience problems with your guard. Please email our customer service team at...

[email protected] for assistance.

Hi [redacted], We're sorry to hear that you've been having trouble with your guard. Unfortunately, the Black Ice Liquid Edition does not come with a warranty replacement program like our other guards. However, as a one time courtesy to you we will be happy to get a new Black Ice Liquid Edition sent...

out as you feel that your original purchase was defective. Black Ice Liquid fortifies your screen against scratches and cracks, but does not prevent them as a tempered glass screen protector would. You can read more about how Black Ice Liquid works for you and the pros and cons of choosing it as your screen protector by visiting our FAQ page here: http://www.gadgetguard.com/faqOur customer service team has reached out to you in order to help you with this matter.

Hello [redacted], I’ve reviewed your complaint regarding the handling of your request for assistance. After reviewing your complaint and reading your request email thread. On four occasions, Shawn provided you with the instructions to complete your registration. It’s a very simple step and only...

requires you to click on your product to confirm this is the phone you wish to register. Once clicked you will automatically be launched into step four of the registration. At one point during your correspondence, Shawn even offered to complete the registration for you. This process requires that we have access to your Gadget Guard account. You refused to provide the required information for us to assist you. You also refused to follow the instruction Shawn provided on four occasions. If you need assistance registering your product, fill out the information Shawn has requested and we will complete the registration for you. If not, follow the instruction to click the product to get to step four of the registration and complete the registration process on your own. You are also welcome to call in for instructions over the phone, and you’ll speak with me directly.  Thank You,  Lorraine V[redacted]Customer Support Manager Gadget Guard709 North 400 West, Suite 3North Salt Lake, UT 84054 lv[redacted]@gadgetguard.com

Hi [redacted],We are sorry to hear that you have had trouble with your claim. We are happy to get your guard registered so you can submit a claim and we are able to do so with the receipt as proof of purchase. Please reach out to us at [email protected] so we can get this process started for...

you!