Urban Armor Gear

Hi there, We believe we may have found your order. We see an order here under the name [redacted], not [redacted]. Could this be the order? Additionally, we can see that  replacement case was shipped out on 1/13:[redacted] Looking forward to your response!

Good Afternoon,
Thank you for contacting us. We are sorry to hear of the issues you are experiencing. Urban Armor Gear Cases are approved by Met Laboratories, Inc., a NEBS Certified testing laboratory. This testing confirms devices protected by UAG cases are compliant with...

MIL-STD-810G 516.6. To achieve this certification, a device must be dropped from a height of 48 inches, on each face, corner, and back. The device is dropped a total of 26 times and must function properly after the test, while not sustaining any damage to the device.
While our case is drop tested there are many factors that play a part in protecting a phone, especially the screen that are beyond our control. Should the screen become impacted directly unfortunately the case does not have an opportunity to fulfill its job in protecting the device. This is only one of the many scenarios where the case would not be able to protect the device. Because of these outside factors that are beyond our control unfortunately we do not cover the devices themselves in our warranty. We apologize for any inconvenience this may cause and appreciate your understanding.
We currently offer a one year warranty from damages done to cases and would be happy to assist you with processing a warranty exchange if your case was damaged. Please provide us with a copy of your receipt / invoice along with pictures of the damages and the inside of the case at [email protected]. Once we receive this information we would be happy to start the warranty exchange process.
http://blog.urbanarmorgear.com/warranty-policy/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The complaint has been resolved.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
this product destroyed my new device while installing the case.  It at no time ever fell out of my hands, or on the floor from any height whatsoever!  The iPad case broke my iPad screen while properaly installing it, while trying to put it on over the corner of my iPad, one corner went on, then a second corner, then a third corner went on over the corner of my iPad, then while pulling the forth corner over the final edge of my iPad, the case cracked my iPad screen and would not for on my ipad!  So you owe me a new iPad pro 128 gb gold!  Your case is defective and destroyed my personal property!!!
Regards,
[redacted]

We are very sorry for the experience of this customer. To make amends, we have given the customer a full refund and allowed them to keep the product, free of charge.Shipping from outside the USA isn't standard business practice, however due to customs issues we were having at the time, we had to...

fulfill the customer's order from an overseas warehouse. Although, not ideal, it was the fastest way for the customer to receive the product he ordered given the circumstances. The issues have been fixed and other customers could not receive this same experience.

Review: I purchased a protective cover for an iPad pro which broke my personal property within 5 seconds of properly installing their product. The case is defective and the company will not cover the damages to my property which there product destroyed while installing!Desired Settlement: I want the company to pay for my new iPad pro, which I have receipts and pictures to prove the damage and when I bought it, that their product broke before it could even serve its function!

Business

Response:

Good Afternoon,

Review: Purchased case almost a year ago, was back ordered. Been a great case. Last week I noticed that when on the second or any other lower tiered position on stand it would easily "crumble" to lowest position. Integrity wasn't what it used to be and this needed to be replaced. I contacted UAG and was told to send them a video of this happening so it could than go to a review process. I do not think I need to go any further into how ridiculous this is. I just want a replacement.Desired Settlement: Replace

Business

Response:

Good Morning,

Review: On October 13, 2014, I bought through Amazon.com an "Urban Armor Gear" (hereafter "UAG") cell phone case for my Samsung Galaxy S3 cell phone. The item did not have any visually apparent defects and I fit it to my cell phone without incidence.On 10/25/14, I dropped my cellphone (with case properly installed) in a parking lot. The fall was about three (feet) onto asphalt. Immediately, the phone LCD display was damaged--no cracks on screen, but it simply would not produce light/video although the power indicator light indicated the phone otherwise worked. For the 18 months I had owned that phone, I never had any issues (with or without a case) even after bumps and shorter falls. UAG's website indicates then and now that it's products' designs are Military Drop-tested pursuant to standard "MIL-STD 810" which is a cite to the United States Military/Department of Defense Standard. It is a standard developed for military applications but also used for commercial ones too.The website is also replete with assertions, claims and testimonials relating to the stress that UAG's products can endure. One such testimonial even claims that a case-protected cell phone survived a fall from a speeding motorcycle with no damage whatsoever.However, my UAG case-protected phone was permanently damaged from a three (3) foot fall. I immediately contacted UAG by email after learning that repair was my only option and that it would cost nearly $200 for a new LCD component. UAG refused, citing it's warrant/policy that limits its liability to the replacement of the cell case (whose design failed to protect my phone).In November, 2014 I had my phone repaired for the total cost of $183.60. UAG has not changed its position on this matter. I believe its claims of product fitness against foreseeable damage are false. Indeed, I relied on UAG's design claims when reviewing for purchase. I believe UAG is using fancy terminology instead of solid product design for profit to the detriment of the consumer.Desired Settlement: Full reimbursement of my repair costs ($183.60). I have the documentation of the repair costs. I will not be satisfied with UAG's prior limited offer to replace the cell phone case (approximate value $20-$30). Also, for purposes of my own credibility, I have been a licensed Ohio attorney for over 14 years. I would not create this complaint/action without a strong good-faith belief that UAG's product failed in it's purpose and that UAG employs a warranty to hide its product design flaws.

Business

Response:

WARRANTY POLICYURBAN ARMOR GEAR, INC. (“UAG”) warrants our products against defects in material or workmanship for a period of one year from the original date of purchase of the product by a consumer (the “Limited Warranty Period”). This limited warranty is non-transferrable from the original end purchaser and an original copy of a sales receipt from the original UAG Authorized reseller is required for warranty action on behalf of UAG. The limited warranty not does not cover UAG product that has been mishandled or misused in ways other than its intended purpose. The limited warranty does not cover product that has been altered or modified in any way. UAG is not responsible for any products or devices made by anyone other than UAG including counterfeit UAG products, smartphones, tablets, or other portable electronic devices. UAG is not responsible for any replacement or cost of such electronic devices or property that comes into contact with UAG products. If a warranty claim is approved, UAG will either replace the defective product, repair it so it is returned to its original specifications, or refund the purchase price within 30 days. UAG will cover the cost of any parts, labor or shipping costs associated with replacing or repairing the product and shipping it from UAG to the consumer. If the original product is no longer available or out of stock, UAG reserves the right to replace the defective product with a replacement product of equal or greater value. Replacement products are warranted as above for the remainder of the original applicable product warranty period. This limited warranty expressed above is the only one covered by UAG and UAG disclaims any other warranties express or implied. http://blog.urbanarmorgear.com/warranty-policy/

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was already aware of this policy when I investigated UAG after its product failed protect my phone. I am also not swayed that I am a purchaser through a re-seller which would seemingly invalidate any warranty. I am not basing my complaint solely on the idea that I am protected under a limited warranty. I am alleging that at least one, if not more, of UAG's product lines is entirely defective in its design. Furthermore, UAG's response to my complaint is not a response to my experience but rather a simple "cut and paste" from its website.

Do not attempt to purchase this company's products from their website (www.urbanarmorgear.com). My order was filled but I was never provided with shipping information for the purchase and never received the product. Attempts to resolve issue through unresponsive customer support were not helpful. The many negative customer reviews on their website speak for themselves.

Review: On March 4th I pre-ordered a case from UAG website for the Galaxy S7 Edge. At the time I pre-ordered the product the website stated that the product would begin shipping early march.

Around March 11 I went ahead and checked the website to find that the case still had not shipped for me. However upon checking the forums I found out that the case had shipped for some people, and it had shipped for alot of people that had in fact not pre-ordered and ordered their case significantly after me. This indicated to me that UAG cases were in fact back-ordered, something they did not disclose when I ordered the case. They were also taking amazon customers as a priority reasons why I will get to later in this post.

Furthermore the cases would be coming from Hong-Kong, something UAG specifically states on its site that it will not do. "Avoid any products shipping to you from outside the United States (especially Indonesia)."

I decided to wait a couple more days before filing a ticket on the 18th to ask for a refund.

UAG responded to the ticket on the 22nd (4 day wait) stating the Item had already shipped so they could not give me a refund, and basically told me to wait. As soon as they responded almost like magic I received a tracking number.

It has now been 8 days and the tracking on the package just updated! UAG hadn't actually shipped the package till today the 30th. They created a label on the 22nd to refuse to give me a refund.

All of this is bad business practice, and UAG knew exactly what they are doing. Between lieing about the ship dates, charging people before they are able to ship, and blatantly lieing and using shady shipping practices to refuse refunds.

On top of that UAG is currently deleting negative reviews from their website. That is why they took amazon customers as a priority because they cannot control amazon reviews.

I have proof for all of this as well, forum screen shots from other users with the same issue.Desired Settlement: I demand a full refund as I asked for originally on the 18th of March.

If the case must be shipped back I demand that UAG fully pay for shipping.

I also want a full apology from UAG. I am a customer who liked your product so much I pre-ordered it before it was even available on good faith and you have treated me very poorly to say the least.

Business

Response:

We are very sorry for the experience of this customer. To make amends, we have given the customer a full refund and allowed them to keep the product, free of charge.Shipping from outside the USA isn't standard business practice, however due to customs issues we were having at the time, we had to fulfill the customer's order from an overseas warehouse. Although, not ideal, it was the fastest way for the customer to receive the product he ordered given the circumstances. The issues have been fixed and other customers could not receive this same experience.