ZAGG, Inc.

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

Hello Christian,Thank you for reaching out to ZAGG. I am very sorry it had to be under these circumstances. I would be upset as well if I had spoken to a manger and was promised everything would be corrected and it was not. There appears to have been some communication with ZAGG since you filed this...

complaint as I see everything has been resolved. Here is the email communication you had with our Account Assistance Department, Mikey C.Hello Christian, I wanted to send a follow up email in regards to our discussion over the phone today. Again I apologize for all the confusion, the combination of multiple shipping exceptions and one of the cards on file being flagged for fraud caused your account to automatically be treated as if it were a suspicious account. This led to your account being locked, and all contact directed to me via [redacted]@zagg.com. The patterns of the account matched so closely with accounts we see conducting fraud that your account was treated as if it were. This caused a great communication gap between ZAGG and you which I claim full responsibility for. After looking deeper into the situation we could see that many of the re-shipments and waived shipping were due to ZAGG's error in not sending the correct product or coverage type and the card in question was no longer deemed fraudulent. This information plus speaking with you over the phone made us realize this is not a fraud account, and we have lifted all restrictions on the account. If you have any trouble at all accessing your account or placing orders please let me know. Also for the inconvenience we have created order # [redacted] for the InvisibleShield GLASS for the LG G3 (Screen) and upgraded the shipping to UPS 2 day air at no additional cost. Once your order ships we will send you a tracking number for your records. I have already validated this warranty so you will not need to send your damaged one back. You have my direct extension ([redacted]) and email ([redacted]@ZAGG.com) in the event you come across any further troubles with your ZAGG.com account. I wanted to thank you for taking the time to speak with me today, for your patience as we work through this, and for your continued support of ZAGG products. I hope I have addressed all your concerns, please feel free to write or call anytime. I am in the office Monday through Friday 8 am to 5 pm Monday through Friday.Based on this information, your ZAGG account has been unlocked and I see the order [redacted] was processed on, Thursday, July 30th and shipped on Friday, July 31st. The UPS 2nd Day Air tracking number [redacted] shows delivery set for Monday, August 3rd. I am sincerely sorry for any information you received from Calvin that may have been incorrect, since I was not there I am not sure why he informed you of the information you provided. We will certainly look into this further so it does not happen again.You have been a very long time customer and your business is very much appreciated. Without customers like yourself no company would stay in business. It is always our goal to continually correct our mistakes and take the necessary steps to prevent them from happening again. Thank you so much for your understanding and again, I am sincerely sorry for the frustration and inconvenience you have experienced from ZAGG. Warm regards,Sidney C

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!

Hello [redacted],Thank you for contacting ZAGG. I am very sorry it had to be under this circumstance and for all the frustration you may have experienced with our customer service department. I understand you have been requesting a warranty replacement for a lightening charge and synchronization...

cable you purchased through a third party with no results. It is never ZAGGs intention of not honoring our warranty and again, I am sorry our customer service department was not of assistance.Looking at the history of  your account, it appears the proof of purchase you provided back in April 2015 did have a cable purchase and not an InvisibleShield purchase. I am not sure how we could have misinterpreted this and sent the incorrect item, the Apple iPhone 5 (Screen), per the phone call with you on April 24th.Please keep in mind that ZAGG no longer carries this product so we were very limited on the color we had available, however, I am happy to send you a UniqueSync Lightening cable (white). If in the future you need a replacement we will need to review what items we are carrying and possibly change the product or provide you with a electronic gift card to be used towards a new purchase. Either way, keep in mind that under ZAGGs warranty a product does need to be returned. I will send the product to you via UPS 3 Day Select and once the order ships a tracking number will be sent to you. Along with the product I will also provide you with a physical copy of this dispute for your records.Thank you for your patience and understanding in this matter while we correct our mistake.[redacted]

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],Thank you for reaching out to ZAGG. I am very sorry to hear you keep receiving the incorrect InvisibleShield. I would be upset by this as well. I have reached out to our product team and we do offer the InvisibleShield for the HTC One M9 in both the case friendly and screen. Looking at...

your ZAGG history, it appears the case friendly and screen InvisibleShield have been registered. However, we have also checked with our fulfillment center to make sure we have the correct product in the correct bins to send out. It also appears we are correct there also.We want to make sure we get you the correct product, can you please send us photos of the case friendly shields you are receiving along with your phone, any box photos also would be extremely helpful. Just reply to this complaint with your attachments. We have several people waiting to look at them so we can correct this for you.Warm regards,Sidney

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.

Hello [redacted],Thank you for reaching out to ZAGG about your concern regarding the Limited Lifetime Warranty wording on the product box you received. I certainly apologize for any confusion with the description on the box as well as the Customer Care representatives you talked with. Feedback from our...

customers are very important and I will certainly be taking your feedback seriously as we do not want miss-interpretations.As you stated our warranty reads “If the glass ever gets worn or damaged we will replace it as long as you own your device.” I can confirm the warranty reads as: “If your Glass ever gets worn r damaged, we will replace it for as long as you own your device.” The word Glass is capitalized referring to the product that was purchased. In this case you have the Glass for the Samsung Galaxy Note 5 (Screen). However, I do see the point you are making. I have listed to the calls and I will be addressing the concern with our customer care representative on explaining how to remove the InvisibleShields to confirm if the InvisibleShield is damaged vs the phone screen.I see a replacement InvisibleShield has already been placed for you in order [redacted] and it shipped out on October 11th, with the tracking #[redacted]. Also, for the inconvenience you have experienced I have refunded the shipping and handling fee you paid of $5.99 and I have validated your warranty. Meaning you do not need to return the old damaged product.Again, I am sincerely sorry for this is experience you have had with ZAGG and I hope the steps taken show your business is very important to ZAGG as well as your feedback and time. Warm regards,Sidney C

Complaint: [redacted]
I am rejecting this response because:  As Sidney indicated, the ZAGG rep indicated that I could receive a full refund for the substandard product.  Additionally, ZAGG only refunded $38.14 because they charged my card in error and as a result issued a credit for a charge that I shouldn't have ever incurred in the first place.  If ZAGG doesn't issue a refund as the rep indicated on a recorded call, I will file a small claims matter and subpoena the phone call because mistake or not, ZAGG should stand behind the promises made by their rep.  I will also file a complaint with the Utah Attorney General's office as appropriate.
Sincerely,
[redacted]

Hello Brad,Thank you for contacting ZAGG and I am very sorry it had to be under these circumstances. I understand you purchased the HD InvisibleShield for your Microsoft Surface Pro 3 and were not able to register this product or get a replacement through our ZAGG Lifetime Warranty. I would be upset...

by this as well.I am not sure why the customer care department wouldn't be able to provide you any information on this product as far as the warranty. I have checked with our Product Managers and I have been told it is certainly available and should be eligible for the warrranty.We have taken care of this by following up with each department to make sure our customers are able to warranty this product. We do have steps in place to make sure each product is available for warranty, but there are times when an item is missed and for this I apologize. It is customers like yourself who bring this to our attention and we appreciate it. Please keep in mind for the moment you might need to call customer care to order the warranty, as we are currently working on updating our website.We will be sending you and HD InvisibleShield for your Microsoft Surface Pro 3 from our corporate office today, and once it ships you will receive a UPS Ground tracking number. I have created a registrion for you under your ZAGG.com account for the Microsoft Surface Pro 3 (High Definition) Screen in [redacted].As far as your request for a full refund of the purchase price, I am sorry, but ZAGG is only able to refund purchases made on ZAGG.com. If you would like a refund, you will need to go back to the place of purchase.I hope the steps we have taken show you that ZAGG does care about our customers experience and it is never our intention to mislead our customers in anyway.Thank you for your understanding in this matter. Warm regards,Sidney C

Hello [redacted],Thank you for contacting ZAGG. I am very sorry to hear that your Apple iPhone 6/6S was dropped, and the screen shattered when it hit the ground and then the experience you had when you contacted ZAGG. I understand how frustrating and upsetting this must be for you. I assure  you the...

experience  you had with our customer service agent will be addressed. We want every customer to have the best experience with us and never feel we are condescending or rude. This is certainly never acceptable. In looking at your ZAGG account, I see you reached back out to ZAGG and Live Chatted with one of our supervisors, Austin, and it looks like you have resolved your concerns. I see we issued you a $100.00 gift card, refunded the shipping and handling fee of $5.99 on order [redacted] and sent you a Sapphire InvisibleShield in order [redacted].I certainly wish there were a product that would provide 100% non breakable coverage for every device, however, for any company that is just not simply not possible at this time. As far as our liability, and per Austin, it is for the invisibleSHIELD only. This is publicly stated online in our FAQ section of our website.  I know from personal experience that it is always disheartening when any type of damage (physical or otherwise) happens. I am very sorry for any frustration you may have experienced. If you do have any questions regarding this situation, please let me know, and I will be happy to help you further in any way I can.Warm regards,Sidney C

Hello [redacted],
 Thank you for contacting
ZAGG and I am sorry it had to be under these circumstances. I understand your
Apple iPhone 6 plus dropped off the arm...

of your couch and the screen cracked
when the phone hit the floor, however the Glass InvisibleShield was fine. I
understand how frustrating this must be for you; however, this is not something
that ZAGG states the Glass 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."
and
LIABILITY/DISCLAIMER
Liability/Disclaimer
Liability/Disclaimer
All of our products are
offered with a guarantee of quality workmanship. Purchasers will, by their own
tests and evaluations, determine suitability of products for their specific
use. Due to differences in monitors and browsers, color may or may not
accurately represent product color. We assume no liability for damage and/or
injury resulting from the use of products supplied by this company. In no event
will we be liable for direct, indirect or consequential damages resulting from
loss of use or profits arising out of, or in connection with, the
use/suitability of products. While we test all products, we cannot make any
guarantee that these products will agree with everyone. Ifrogz products are not
a toy, and are not for use by children under the age of four. All prices and
policies are subject to change without notice.
The Glass InvisibleShield has a layer of material which is Military Grade, but I am very sorry if there was any
misunderstanding over what the Glass InvisibleShield was designed to protect
against. However, you do have your Lifetime Replacement Guarantee, if you would
like to receive a new Glass InvisibleShield to put on your device once the
screen has been fixed.
You are welcome to do
this online, but if you would like me to have this arranged for you, I will be
happy to do so. Please let me know the order number of the original purchase so
I can have this arranged, if you are interested in his option.
Warm regards,[redacted]

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

Hello [redacted],Thank you for reaching out to ZAGG. I am sorry to hear you sent back the old product for the Limited Lifetime Warranty and you were still charged. This would be upsetting as you followed the procedure yet you were still charged. I would be upset also. I assure you that at no time ZAGG...

intended to not honor our warranty. ZAGG provides thousands of warranty shields every month to our customers and this process works very well for both our customers and ZAGG.It is rare, but it does happen from time to time when a product is sent back but not received by ZAGG. The United States Postal Service is typically very reliable, but it does happen. Typically our customers will call us and we will validate the warranty with either a Proof of Purchase (copy of the receipt) or we will make a one time exception. I am sorry you didn't contact us so we could resolve this quickly for you. Even though we do provide a self addressed/stamped envelope with our warranties, we do suggest using a traceable shipping method for reasons just as this.I have made an exception and refunded the charged warranty for you, so you should see a refund of $[redacted] within a next few days. Again, I am very sorry for any inconvenience you have experienced but for any future questions or concerns please reach out to our Customer Care Department at ###-###-#### as they are always happy to help.Warm regards,Sidney C

Zagg is a joke. I'll never buy or use there products again. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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

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]

Hello [redacted],Thank you for reaching out to ZAGG about your InvisibleShield concerns. I apologize for the experience you have had and I understand how upsetting it might be to see we are no longer carrying the InvisibleShield you purchased. I am happy to make this right for you.Per our policies on...

ZAGG.com, we do state: 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 and 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.However, I have placed a warranty for you for the InvisibleShield GLASS - HTC One screen in order [redacted] at no additional cost to you. You are now able to create a registration for this product for any future replacements needed. It should ship within a day or two and when it ships you will receive a UPS Ground tracking number.Again, I apologize for any additional frustration you have experienced and please know here at ZAGG are always happy to work with our customers to make any situation right.Warm regards,Sidney C

Complaint: [redacted]
I am rejecting this response because:I have returned all of zagg products under warranty I should be able to provide tracking information if needed few of shipments had shipping labels provided by zagg. This is complete lie about not receiving back old zaggs I even confirmed with zagg agent they have been received. I emailed account [email protected] 3 times already with no reply that can be proved. I don't own business I am causal seller at eBay so if I have to be reseller to sell zagg on eBay we can do that. I bought those zaggs from best buy online market. Zagg need to check there records for returned products that will serve as receipts.
Sincerely,
[redacted]