ZAGG, Inc.

Hello ***,Thank you for reaching out to ZAGGI am sorry that it had to be under these circumstances, and I would be happy to assist you with your concerns. I am sincerely sorry it took so long for your order to ship, but when you placed your order on April 13th for the warranty Samsung Galaxy
SEdge Matte (Dry Install) (Full Body) InvisibleShield we did provide you with a ship date of May 6thI apologize if you missed this information when the order was placed.Looking at the history, I see we did offer to cancel the order for you on April 21st and it wasn't until we received an email from you on May 5th that you decided you no longer wanted the itemA request to cancel the order was requested, but at that time it was too late to cancel the order.Per ZAGGs FAQ page on ZAGG.com we do list:ORDERSOrdersCan I edit my order once it has been placed?Can I cancel my order?Orders are sent to our fulfillment center very quickly after they are placedOnce they begin to move through our automated and advanced fulfillment process, we cannot change or cancel the ordersIf you made a mistake with your order, please call us immediately for assistance at *** (***)If we are able to catch it in time, we will be happy to change or cancel or your orderIf not, we can arrange a return authorization for you.Since we were not expecting to have product available until May, we could have cancelled the order earlier.I understand you have purchased the item locally and not longer need the shield nor do you have a shield to returnPlease keep the shield as our apology for the confusion and frustration you experienced, and I have refunded the shipping and handling fee of $and validated your warranty. I hope the actions taken have alleviated your concerns and my recommendation for any new orders that you place with ZAGG is to always be aware of the shipping time and to contact us as soon as possible with any concerns or questions you have. Warm regards,

Hello [redacted], Thank you for reaching out to ZAGG about your concerns on the Limited Lifetime Warranty. I apologize for any miscommunication you were under when you purchased your InvisibleShield and I am happy to go over the Limited Lifetime Warranty. ZAGG 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 free. I am sending attachments with the explanation of the warranty and fees, so you will have this information for any future replacements. As an attorney, I am sure you can understand the need for clarity and procedures. If you can confirm the address you would like me to ship an InvisibleShield Glass for the Apple iPhone 6 Plus/6s Plus (Case Friendly) to, I will get this shield out to you as soon as possible. We 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 works. Again I am sincerely sorry for any frustration you have experienced with ZAGG and I am glad to resolve your questions and concerns. Warm regards, Sidney C

Complaint: [redacted]
I am rejecting this response because:
The charges were in fact charged to my account and appear as cleared on the account. Secondly I was promised a refund via PayPal and that has not been honored either. I 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 backorder. Pleasr address the refund to my PayPal expeditiously.
Sincerely,
[redacted]

Hello [redacted],   Thank you for taking the time to contact ZAGG. We appreciate hearing your feedback, and would like to extend our sincerest apologies for the completely unacceptable way you were treated at one of our reseller locations and for any misunderstanding with the ZAGG Limited Lifetwime...

Warranty. Those representing the ZAGG name are expected to live up to our standards of "World Class Customer Service," and the experience you had in no way lived up to this standard.   From your complaint it sounds as if you purchased your InvisibleShield from a reseller and while resellers are not owned or operated by ZAGG, we do work closely with their managers. I would be happy to inform the proper department about this so they can take appropriate action. Please just reply with the reseller name, address and any person’s name you interacted with, so I can pass this information along.  I also recommend you speaking with the manager as well to ensure they fully understand your concern and disappointment in the service and warranty expectations.   Resellers, typically warranty the InvisibleShield for the first two weeks after their professional installation, so, if you went back to the place of purchase after one week, we would like to address this. Each reseller does have a choice of offering the Limited Lifetime Warranty, many chose not to and typically refer customers to ZAGG.com, as the ZAGG website is typically where most customers request the warranty replacements.   ZAGG does offer other types of InvisibleShields for the Galaxy S7 and the glass may not be the right product for your wife, if the shield broke within the first week. The glass is of course more rigid and not as forgiving due to the curve of the newer screens. I would suggest looking at the original InvisibleShield or the HD InvisibleShields. We would be happy to consider sending you either one if you wanted to try it out. Here is a link you can take a look:   https://www.zagg.com/us/en_us/shop-by-device/galaxy-s7-accessories   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 typically $5.99 in the lower US). 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.   We provide 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 and if you would like to try the replacement process for your Galaxy S7 I would be happy to waive the shipping and handling fee as a onetime exception.   ZAGG does offer other types of InvisibleShields for the Galaxy S7 and the glass may not be the right product for your wife, if the shield broke within the first week.   I look forward to your reply as to my questions so we can resolve this quickly for you.   Sidney C

Complaint: [redacted]
I am rejecting this response because:I sent along with my last reply (which your company so kindly IGNORED) that Apple themselves told me that it would be an issue with the screen protector. I assure you I have installed all of these correctly. And I also included a link to a thread on Apple's website of multiple other people complaining. Most people probably don't complain because either it doesn't bother them, or they don't realize it shouldn't do this. Other brands stick down fine. I do not want another product because they are a waste, and I have no interest in spending any other money with your company. As I already said I have no interest in any other products you offer and you just said yourself you don't plan on making new invisibleshields for the 6s models. Apple themselves said they are different, and although it is a minor difference, it is still a difference. Even the rose gold one doesn't stick down about 1mm from the gold edge. I have applied each of the shields perfectly but the edges do not stick down. The first one I had I DID keep trying to push down the edges and it CRACKED. I want a refund or a new screen design. I don't want your store credit, that's useless to me. Purchasing your product was a terrible mistake. Also, even if you check your OWN Facebook, there are people posting that they are having the same issue with their 6s phones AND the Galaxy S7. Obviously it's not anything I'm doing. But your company is too cheap to produce separate products for each model. I am unhappy with your response and it still doesn't negate the fact that you ignored me the last time I reached out. I shouldn't have to open a Revdex.com complaint to get a response. 
Sincerely,
[redacted]

Hello [redacted], Thank you for contacting ZAGG about your InvisibleShield concerns. I am very sorry to hear the InvisibleShields you have tried do not stay down along the edges of your Apple iPhone 6 Plus. I would be frustrated by this as well. I personally have the 6S Plus and I have used the same...

InvisibleShields you have concerns about and I assure you I have not experienced the same problem. However, that certainly doesn't mean that you are not having a problem. The InvisibleShields for the 6 Plus and 6S Plus are the same product. I can see looking at the website and seeing to separate radial buttons that the product might not be the same, however, since the iPhone 6 Plus and 6S Plus came out the InvisibleShields have always been the same design for both. As explained in a previous email there is such a minimal difference between the two shields which is why the InvisibleShields for these two phones are the same.                                         ...⇄ Apple iPhone 6S Plus                                      Apple iPhone 6 Plus Size                                      ...⇄ 6.23 x 3.07 x 0.29 inches                6.22 x 3.06 x 0.28 inches Each of our designs is 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. We have sold thousands of these InvisibleShields and this is not a common concern we hear. It can happen from time to time and this is the advice from our designers: When the shield is lifting on the edges and corners this can be caused by incorrect install or from not letting the shield cure long enough to the device.  Next time they get an install they need to push their finger from the middle out going over the edge in all directions, and allow the InvisibleShield to cure to the device, at least 2 hours. During this time, periodically push from the inside out to the shield edges. Looking at your history, I see the original registration on June 1st, and then two separate warranties on June 3rd and June 17th. The shields were for the Glass for the Apple iPhone 6 Plus/6s Plus (Case Friendly) and Glass Luxe for the Apple iPhone 6 Plus/6s Plus (Rose Gold). The Glass Luxe is a bit different in such that there is only adhesive under the Rose Gold area, which is all the way around the shield, and no adhesive under the clear part. In regards to your settlement request, you were told we would offer you in store credit of $34.99 on July 5th, and I apologize if you haven’t received this yet. I am happy to provide this to you in an electronic gift card which you can use on ZAGG.com and I am happy to also send you another shield if you would like to try the installation again. Gift Card Number: [redacted] Pin: [redacted] Amount: $35.00 ZAGG is only able to refund purchases made on ZAGG.com or authorized ZAGG-branded Retail Outlet. The two warranties were at no cost, so we are not able to provide a refund as no funds have been received by ZAGG.  Just let me know which InvisibleShield you would like to try again and I will be happy to send it to you. Over all, the InvisibleShields for the Apple iPhone 6 Plus and 6S Plus has been a very successful product for our customers, however, I am sincerely sorry for all the frustration you have experienced and disappointment. I am looking forward to your reply. Warm regards, Sidney C

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]

Wendy,Thank you for your reply and I am sorry to hear you are rejecting our reply. We would like to resolve this issue with you, even though you have accepted our free upgrade to the Rugged case. Are we able to contact you directly so we might be able to talk about some options?We look forward to hearing from you so we can continue to talk about this situation.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]

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

Hello [redacted],Thank you for reaching out to ZAGG concerning your warranty request for 2 keyboards. I am sorry for any confusion the ZAGG One Year Manufacturers Warranty and I would be happy to clear this up for you.ZAGG is not aware of what AT&T says about the One Year Manufacturers Warranty...

since you purchased your products at AT&T. ZAGG does list our Lifetime Limited Warranty,  One Year Manufacturers Warranty, and our 30 Day Money Back Guarantee on ZAGG.Com for anyone to check out. Per ZAGG.com: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.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.In other words, when a warranty is requested we do ask for a valid credit card at the time of the order. The credit card is then authorized for $1.00 to make sure it is valid and then the $1.00 is voided. No charge is processed.After ZAGG sends the products to you, you then have 60 days to return the old product to us and by returning the old product you are providing proof of purchase. Since ZAGG does not ask for any type of proof of purchase at the time of registration or when a replacement warranty is requested. If ZAGG does not receive the old products by the 60 day time frame, then we would charge the credit card for the full retain value. ZAGG does send reminders to our customers at 30 days and then 45 days reminding our customers to make sure to send back the product so they do not get charged or to contact us to make other arrangements if needed.Since you were not aware of how this process works I would be happy to send you what you need with no credit card on file and you can dispose of the old keyboards how you see fit. Please verify the exact name of each keyboard you need and verify your shipping address. Once I have this information I would be happy to take care of the warranties for you. With the understanding that you are now aware of how the  One Year Manufacturers Warranty works for any future replacements needed.I again apologize for any frustration you have experienced and I am looking forward to resolving this for you. 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 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 Loria,I am sorry to hear you had not received a reply at the time of this rejection. I have reached out again to our Franchise Managers and I have been informed that you have now been refunded the additional funds and this issue has now been resolved.Please close this case as resolve if that is true and if you have other concerns please let us know.Thank you for allowing us to assist you with your kiosk concerns.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]

Hi [redacted], Thank you for reaching out to ZAGG about your home button concerns on your Galaxy S7. I certainly understand when any damage done to our devices how truly upsetting it can be. I assure you through extensive testing ZAGG does with our products, and has not been able to duplicate this...

situation, and the HD Dry for the Samsung Galaxy S7 shield has been a long time selling product without any concerns.  Through our research, we found there is a problem with the paint and the home button with this specific make and model of device. I understand your desired settlement is a reimbursement of $171.22, however, ZAGG is only able to refund purchases made on ZAGG.com. Along with our disclosure of liability which is to ZAGG products only. Thank you for reaching out to ZAGG, and again, I am sincerely sorry for this 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]

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]
Sincerely,
[redacted]

Hi [redacted],I am sorry to hear you are rejecting our offer. I have looked into your reply and there appears to be some confusion. The dispute is concerning order [redacted] which was for the amount of $38.23. The amount you are now asking for of $38.31 was for the order that was charged to you of [redacted] back on 12/10/2015, over 2 and half years ago. Your initial request for the complaint you were requesting a refund of $40.00. Now you are stating you want $50.00 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 company. She 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 [redacted]. I have validated this order (you should have received an automated email thanking you for returning the shield), and I will refund the $5.99 you paid for the shipping and handling within the next 24 hours. You do not have to return any product to us this time.Here is the gift card for $40.00 for you original Revdex.com request, which is for the order in dispute [redacted]  of $38.23 just rounded up.Number: [redacted]Pin: [redacted]$40.00Please keep in mind the electronic gift card is only able to be used on ZAGG.com toward any item. This 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