ZAGG, Inc.

Hi [redacted], Thank you for taking the time to contact ZAGG. I am very sorry to hear how much trouble you have had with the Glass Curve for the Samsung Galaxy Note8. I would be upset too, if I had to replace the screen 3 times in less than 3 months. Since you registered your shield at ZAGG.com, you did...

not buy the Glass Curve for the Samsung Galaxy Note8 InvisibleShield from ZAGG, and you do not mention where you purchased the shield and where you are getting the replacements. I assure you the ZAGG.com Limited Lifetime Warranty does not charge $20.00 for shipping and handling. Our charge is $9.99 for shipping and handling for the Glass Curve. Either way, I certainly understand your reason for being upset. 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 $9.99 in the lower US).  This includes a complete new shield, installation tools and appropriate packaging to make sure your product arrives safely and in perfect condition, as well as handling to process your order. 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. I am not able to confirm anyone else’s processes or fees that you might be paying for. ZAGG provides 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 100%. In regards to your dissatisfaction with the Glass Curve, the glass is more rigid of a shield and due to the curve of the Note8 screen it seems to need replacing more often than most of the InvisibleShields. I would suggest trying our sapphire defense curve for your Note8 and I would be happy to send you two to try. Here is a link where you can find more information on the sapphire defense curve. https://www.zagg.com/us/en_us/shop-by-device/samsung-galaxy-s8-accessories ZAGG is only able to refund purchases made at ZAGG.com, so we are not able to honor your refund request of $74.95. Again, I am very sorry for your experience with the reseller you have been working with however, I look forward to your reply and sending you the two free sapphire defense curve InvisibleShields should you accept ZAGGs offer. Warm regards, Sidney

Hello Sharrod,Thank you for contacting ZAGG. I am very sorry it had to be under these circumstances. I understand you would like to have in store credit as the Rugged keyboard you received had a defective "A" key, and you have not received your replacement even though you have spoke to our customer...

care department several times.I am very sorry that during each call you had the expectation that a new keyboard was being sent and that never happened. I would be upset as well. It is important to ZAGG that our customer care department provide a clear understand of what steps they will be doing to resolve our customers concerns and it sounds as if we failed very badly with you.I am sending you a Rugged Book for iPad Air 2 via UPS 3 Day Select and it will be going out today. Once the order ships you should receive an email with the tracking number. I have also tested the Rugged so I am sure the keys are just fine. Again, I am so sorry for any frustion you have experienced with our customer care department and we will be reviewing this situation so that we can provide the "World Class Customer Service" that we expect.Warm regards,Sidney *

Complaint: [redacted]
I am rejecting this response because: I have yet to hear from anyone in regards to this complaint. Neither the manager at the direct store had called me back to give me back my money he falsely charged me for.  I'm am not happy with this business at all. It's been since last Friday. I can be reached at [redacted]. 
Sincerely,
Loria C[redacted]

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 taking the time to contact ZAGG. I am very sorry that we have not received your old Glass for the Apple iPhone 6/6s (Case Friendly) and you were charged for the replacement. I would be upset as well. Customer service is very important to ZAGG and I am happy to get this...

resolved for you. I understand you mailed back your Glass for the Apple iPhone 6/6s (Case Friendly) regular mail and do not have a tracking# for the return. We do suggest returning a product with a tracking#, just for situations like this. It is very frustrating for ZAGG when our customers return a product but we do not receive it, however, we are not responsible for items lost in the mail. But we will certainly take care of you. The reason we ask for the old product back as this is your proof of purchase. Since you have mailed back your old shield and it has not been received we typically would ask for a purchase receipt as validation. I am waiving this step and I have refunded you the shipping and handling fee of $5.99 for [redacted] and $37.53 for the charged warranty order. Please feel free to contact our customer service for any concerns or questions you have in the future as they could have assisted you very quickly in this situation. Please accept our sincerest apologies for this inconvenience you have experienced. Warm regards, Sidney C

Hello [redacted],   Thank you for reaching out to ZAGG concerning your InvisibleShield screens. I am very sorry to hear your phone keeps dropping and the shields pop off. I, too, would be upset over this.   It appears you have contacted our Customer Service Center with your concerns and you...

have been assisted with a free upgrade to the Sapphire Defense Curve for the Samsung Galaxy S8+. Your order is currently in process right now and it is estimated to ship out by June 21st. Once your order ships you will receive an email confirmation.   In regards to the refund request you have asked for, ZAGG is only able to refund any purchases directly from ZAGG.com and since you purchased your product from the AT&T store, we are not able to process your request. Kiosks and 3rd party resellers are not owned and operated by ZAGG, so they do have their own pricing and policies.   I am happy to assist you further if you should have any other concerns 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.
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. 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.
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

Hi [redacted], Thank you for reaching out to ZAGG. It sounds as if you are experiencing a problem with your keyboards, however, the complaint was not clear. I was able to locate an account under Kenneth Ream. Which I found the following: [redacted] Rugged Book Case for the Apple 9.7 iPad Pro Purchase...

date 1/3/17 Warranty requested in [redacted] for 1 Rugged Book Case with Backlit Keyboard for the Apple 9.7-inch iPad Pro on 4/27/17 and no product returned to validate the warranty. [redacted] Slim Book Case with Backlit Keyboard for the Apple iPad Pro Purchase date 1/5/17 [redacted] Slim Book Case with Backlit Keyboard for the Apple iPad Pro Purchase date 2/7/17 [redacted] IFROGZ Vue Clear Case for the Apple iPhone 7 Plus Purchase date 2/7/17 [redacted] IFROGZ Vue Clear Case for the Apple iPhone 7 Plus Purchase date 11/01/16 [redacted] HDX for the Apple iPad Air/Air 2/9.7-inch Pro (Screen) Purchase date 2/8/17 [redacted] InvisibleShield HDX for the Apple iPad Pro [redacted] Sapphire Defense for the Apple iPhone 6 Plus/6s Plus/7 Plus (Case Friendly) Purchased 3/30/17 All of your products were registered and warranty requested on the same date of 4/27/17. I understand you are requesting funds and product, but again, I am very unclear as to what has happened and what you are requesting. All of your purchases were made at resellers and none on ZAGG.com. Please reply with a clear request and please provide all of the original purchase receipts since your request is regarding keyboards which have a One Year Manufacture Warranty, so we will need to see the original purchase receipts to determine the beginning of the Manufacture Warranty. Keep in mind ZAGG is only able to refund purchases made through ZAGG.com. I am looking forward to your reply so we can resolve this situation as quickly as possible. Warm regards, Sidney

Hello Loria,Thank you for contacting ZAGG. I am sorry you have had this experience with the kiosk you had in-trusted with your electronic device. I can certainly understand how upsetting this must be. In your complaint you stated "The Company". I was contacted by our customer service with the...

information you provided them, and I see you went to New Crowne Plaza. Gaithersburg, Maryland.I have reached out to our Franchise Managers and they have assure me that have contacted New Crowne Plaza. Gaithersburg, Maryland and the manager from this kiosk will be contacting you directly to resolve this issue. The kiosk you went to is independently owned and operated, and ZAGG is not familiar with the recycling laws of Maryland. I apologize again for this experience.I would be happy to assist you with an InvisibleShield if you should need one just let me know. Please let us know if you have not received a call from the kiosk within the next few days and I would be happy to let our franchise managers know, as they can reach out again.Thank you for reaching out to us and for your understanding in this matter.Warm regards, Sidney C

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]Total amount: -$[redacted] USDI sincerely apologize for this frustration, however, the accounts will remain closed.All the best, Sidney CIC828245Q998IC828245Q998IC828245Q998

Hello [redacted],   Thank you for reaching out to ZAGG concerning your ZAGG account. I am very sorry to hear about your account concerns and that you are not receiving replies. I assure you, had you emailed [email protected] you would have received a written reply. There has been no contact...

to this email address from you.   I am happy to explain why your account has been frozen and what we will need to receive in order to fix this situation. It came to our attention on June 1st,  25 warranties for the Sapphire Defense Curve for the Samsung Galaxy S8 were needed. Along with the previous orders:   May 20th, 13 warranties for Glass Curve for the Samsung Galaxy S7 edge.   May 20th, 7 Glass Curve for the Samsung Galaxy S7, 13 Glass for the Samsung Galaxy S7 (Screen), 5 HD Dry for the Samsung Galaxy S7 edge (Screen), 2 Glass for the Apple iPad mini 4 (Screen)   May 13th, 7 Glass for the Apple iPad Pro   The following individual warranty orders:   May 13th, HD Glass for the Microsoft Surface Pro 4   May 13th HD Glass for the Microsoft Surface Pro 4   May 13th HD Glass for the Microsoft Surface Pro 4   May 13th HD Glass for the Microsoft Surface Pro 4   May 13th Glass Curve for the Samsung Galaxy S7 edge   May 13th Glass Curve for the Samsung Galaxy S7 edge   These are just for 2017. While our customers are eligible for warranties, it is also a requirement to show proof of purchase by either returning the old products (which none have been returned to validate), or provide copy of receipts.   We are of the impression these products are possible being resold, in which case you need to become a reseller with ZAGG. Resellers have their own processes and much better pricing available. We would be happy to provide you with reseller information if requested.   However, at this time ZAGG will need to see all purchase receipts for the above listed merchandise that has been warrantied along with transaction numbers for verification.   Once we have this information and can review it, we will be happy to determine the activity of your ZAGG account.  Warm regards,   Sidney C

Hello [redacted],Thank you for reaching out to ZAGG concerning your phone. I understand your phone fell off a stand onto a wood table and your screen and InvisibleShield were both damaged. It is always upsetting when our electronic gadgets are damaged, as I have had that happen as well. Per your desired...

settlement request, I would be happy to replace your InvisibleShield. Please just create a registration on ZAGG.com and once you have registered your shield just let me know the registration number and I will get you a new InvisibleShield out to you. https://www.zagg.com/us/en_us/customer/account/login/I look forward to hearing from you so we can get this resolved. Warm regards,Sidney C

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. I understand the warranty HDX for the Samsung Galaxy Note 5 (Screen), IR18577643, you received is not the same quality of the glass shield you had. I want to make sure  you are receiving the same product you purchased and registered in [redacted]...

back on October 11th, 2016.The HDX material has not changed and should be exactly the same. Can you please clarify your concerns a bit more on why you feel the quality is not the same?I am happy to send you another shield, but as mentioned, I want to make sure we are providing you with what you purchased. Also, if you have a copy of your original receipt, that would be very helpful to me.I am looking forward to your reply.Warm regards,Sidney C

Hello [redacted], Thank you for reaching out about your shipping concerns on the replacement requested. I am sincerely sorry for the extended shipping delay at the beginning of the New Year. I, too, find it frustrating that our customers have to wait until all of the end of year inventory and processes...

to be completed before shipping is resumed. Once resumed, then all orders are shipped in the order received, so regrettably, your order didn’t ship until 1/10. It is never ZAGGs intention to not live up to our promises, and I hope I can resolve this concern quickly and efficiently. With your order shipping USPS mail, you are still looking at 3 to 5 business days for delivery. I am sending you two shields UPS overnight so you will have them by tomorrow, plus the one that is currently in transit, for a total of 3 InvisibleShields.    In regards, to your request for a refund of the price paid at Best Buy, ZAGG is able to refund purchases made through ZAGG.com. Even though we are not able to refund your purchase from Best Buy, I hope the steps taken show you and your phone are very important to ZAGG and this situation is certainly not typical of the service our customers receive. I am shipping the two shields to the address listed on your warranty order. If you would prefer a different address please contact us as quickly as possible so I can get that changed. Again, please accept my sincere apologies for your ZAGG shipping experience. Warm regards, Sidney

Hello [redacted],Thank you for taking the time to contact ZAGG. I would like to sincerely apologize for the experience you have had at the reseller location where you purchased your invisibleSHIELD and had it installed. I can certainly understand your concerns, as I would feel frustrated by being told...

something and then having that information changed. While re-sellers 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. We would just need to know where you went to and whom you spoke with. I also recommend you speaking with the manager as well to ensure they fully understand your concern and disappointment in the service.Customer satisfaction is very important to ZAGG and I would be happy to explain the Lifetime Guarantee process. ZAGG does offer a Lifetime Warranty on the InvisibleShields for the lifetime of your device, and the replacement invisibleSHIELD is in fact free, 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 $3.99 or $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. While most of the kiosk do follow a very similar process, where the InvisibleShield is free, they will typically ask that customer pay for the installation of the replacement shield installation. There are some kiosks who do not offer this. If you were told this and now it has changed, I would certainly be upset as well. 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 I would be happy to waive the shipping and handling fee as a one time exception. If you would like to accept my offer just register the correct product and I would be happy to assist you with a free replacement.I am looking forward to your reply so I can address all of your concerns. Warm regards, [redacted]

Hello [redacted], Thank you for your reply and again, I am sincerely sorry for the expectation you had of the InvisibleShield and what protection it would provide. I assure you while ZAGG takes every measure to test the InvisibleShield for as many situations as possible, it just isn’t feasible to cover every situation. While I, too, would think just dropping my phone from waist high onto the ground shouldn’t cause your phone screen to crack, I can tell you, when I drop my phone (and I have the InvisibleShield and a case), I hold my breath for those few seconds when I go to pick it up.  ZAGG does state that it is the toughest material on the market today, however, there is not any product on the market that will guarantee 100% protection. No company can guarantee against everything that could possibly happen. I am sincerely sorry that you are not happy with my reply, and I wish I could say there is a product that will guarantee against any possible situation, but sadly I cannot.  My offer does stand as for a free InvisibleShield, or $39.00 of in store credit and for either offer you should accept, I would be happy to give you a free ZAGG case for additional protection for your phone. Warm regards, Sidney