ZAGG, Inc.

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 about your warranty concerns. It looks as though our Customer Care Department has let you down in this situation, and I am very sorry. The email communication appears convoluted and confusing. I see you purchased the Glass for the Samsung Galaxy S7...

(Screen) InvisibleShield from Verizon around the end of July. A replacement was ordered under the Limited Lifetime Warranty in order [redacted] on August 24th, 2016 with the expected ship date around August 31st. In the meantime a representative was going to send you an original shield, however, it appears this was not done. Then order [redacted] actually shipped. You then received the initial order [redacted] with the glass screen and it broke within an hour of the installation. You have been trying to get this resolved via email with ZAGG, which is where we are right now due to the escalation. I am happy to see what I can do to resolve this for you. When reading through the contacts, it sounds as if the glass shield may not be the best shield for you since you got it at the end of July, needed a replacement already in August and that replacement broke within an hour. I am not sure how or why the shield broke that quickly, since I wasn’t there, but I would suggest a more durable shield for you. I have placed an order for you with 3 different shields you can try (at no cost to you of course). The InvisibleShield HD Clear for the Samsung Galaxy S7 (Case Friendly), InvisibleShield HDX for the Samsung Galaxy S7 (Screen), and the InvisibleShield HD Dry for the Samsung Galaxy S7 (Screen). All of these shields will provide you with HD clarity of the glass, but without the fragileness of the glass. Now the only thing you will need to decide is which texture you prefer. The order number is [redacted] and will be shipping early next week via USPS First Class mail. I think you will be pleasantly pleased with one of these options. When you find one you prefer, you will just need to register the shield on ZAGG.com and then you will still have the Limited Lifetime Warranty. The warranty has already been validated for the order [redacted], which means, if you haven’t sent your old shield back yet, you do not need to now. I am sincerely sorry for any frustration you have experienced and I hope the steps I have taken show you how serious we take your feedback and how much we appreciate your business. If you have any further concerns please let me know. Warm regards, Sidney C

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 the Willowbrook Mall kiosk. I can certainly understand your frustration if you were told...

something that was incorrect. 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. While resellers 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. I also recommend you speaking with the manager as well to ensure they fully understand your concern, your disappointment in the service, and the outcome you are expecting. Since the reseller is not owned or operated by ZAGG, the ZAGG liability does not extend to any electronic devices, only to products purchased on ZAGG.com. Regretfully we are not able to replace your cell phone. We would be happy to provide you with a free InvisibleShield once your screen is fixed if you would like. All you need to do is complete a registration on ZAGG.com for the shield you purchased and let me know and I would be happy to send you an InvisibleShield. Again, I am sincerely sorry for the experience you had and I highly suggest you work with the manager at the Willowbrook Mall Kiosk in getting this resolved. Warm regards, Sidney C

Hi [redacted], I apologize for any confusion related to my reply. I certainly did not mean to make the situation more confusing. You purchased your InvisibleShield at AT&T and then went to a local kiosk, which you had concerns with both places. Resellers such as AT&T and kiosks are not owned or operated by ZAGG. They are independently owned so they have their own policies and procedures. You have reached out to the Revdex.com which has contacted the ZAGG Corporate offices, since we are not affiliated with AT&T or the local kiosk (other than they sell the InvisibleShield product), I was presenting you with a different offer. Again, I am sorry for this confusion. ZAGG is only able to refund purchases made from ZAGG.com, so we are not able to refund the $10.00 you paid at AT&T. I offered you $20.00 in electronic gift card to use at ZAGG.com toward any product, along with a free InvisibleShield in which you would not need to pay for any shipping or handling fee. I hope you reconsider our offer, as even though we are not affiliated with AT&T or local kiosks, we still very much want your experience with the ZAGG brand to be one that you are happy with. Thank you, 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.
Sincerely,
[redacted]

Hi [redacted], Thank you for reaching out to ZAGG and letting us know about the experience you had with the kiosk in the Portland area. I would have been upset as well. ZAGG understands how precious our customer’s time is. As for what the sales representatives told you about not offering warranties...

during a new Apple phone launch could possibly be completely true, or it is possible the manager of the kiosk made a judgment call on their inventory. However, I am at a loss at which would actually be true. I am happy to provide you with a free InvisibleShield, as an apology for your time. Just register the product that you have at ZAGG.com and let me know the registration number and I will be happy to get the free shield to you. [redacted], I am sorry for the inconvenience you experienced and I look forward to your reply. 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--the replacement I seek would be from stock reserved for the new iPhone X.  I already (at my own expense) covered my iphone 7 with a competitor product. 
Sincerely,
[redacted]

Hi [redacted], Thank you for reaching out to ZAGG about your warranty cost concerns. I am happy to explain how the warranty process work, and we certainly have no intention of charging more than regular shipping charges. The Limited Lifetime Warranty is as described, you can replace your InvisibleShield...

as often and as many times as you need for free, for the InvisibleShield. However, there is a shipping and handling fee that is covered by our customers. We do post this on the packaging and I am sorry if this wasn’t clear. We could just give you an InvisibleShield in a regular envelope but it would arrive defective. The product we ship under the Limited Lifetime Warranty does come in a box, with all the installation tools needed to do an install and to make sure everything arrives to you safely, typically, in a padded envelope, or box depending on the product. Also, to get the brand-new product to you, there is someone who receives and processes the order. There are also other elements that could attribute to the shipping and handling costs, but that is the price of business. It is never ZAGGs intention to mislead or fraud our customers, and I am very sorry you were not aware of how the Limited Lifetime Warranty works. I would like to provide you with a free InvisibleShield, so I am providing you with a unique shipping code which will waive this fee: [redacted] created for 0.00. Please register your product and during the warranty ordering process you will be asked to enter your code. The process is case sensitive so enter the code exactly as is. I hope I have been able to explain the process and re-leave your concerns. Warm regards, Sidney

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, having an open line of communication during the private dispute would have been more conducive and appreciated; I do not think it should have escalated this far.
Sincerely,
[redacted]

Hello [redacted], Thank you for reaching out to ZAGG about your concerns of not being able to order the HTC 10 InvisibleShield. I can certainly understand how upsetting it would be to try and place an order for a product and not be able to. Thank you for providing the link, however, I don’t seem to be...

experiencing the same problems as you described and I am able to process an order directly from the website, ZAGG.com. I would very much like to get this resolved and any actual screen shots you could provide would be very helpful. As well as what browser you are using. Have you tried clearing your cookies and cache? Sometimes this step clears up a lot of specific problems. Have you tried other devices and do you get the same error? As you can see there can be many concerns that may be playing into this situation. I do apologize in regard to our customer service agent that has had trouble locating your account. Your ZAGG Account is under the email address of [redacted] and the name of [redacted]. I had no problem locating your account. However, going forward, I am happy to send you one of the following for all of the trouble you have experienced. Then you would just need to register the product for the Limited Lifetime Warranty. 1.       InvisibleShield HD Dry for the HTC 10 Screen 2.       InvisibleShield Original for the HTC 10 Screen 3.       InvisibleShield Original for the HYC 10 Full-Body Just reply with the item of your choice and your shipping address and I am happy to send you the product. If you can also answer the questions from above and any screen shots, we will certainly try to figure out why you may be experiencing this problem I am looking forward to your reply so that we can resolve this quickly for you. Warm regards, Sidney C

Complaint: [redacted]
I am rejecting this response because: this does not fix the screen your products' sole purpose for existence. Thank you for all of your help. Very disappointed. Will spread the word BUYER BEWARE.
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 as long as they issue the refund as agreed.  
I am attaching the original receipt per your request.
Sincerely,
[redacted]

Hi [redacted], Thank you for contacting ZAGG. I am very sorry to hear you dropped your phone onto a wood floor and the screen shattered when it hit the floor. I understand how frustrating 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 normal wear and tear. The InvisibleShield will not protect your device from breaking or your screen from ever cracking no matter the distance dropped." The InvisibleShield material is Military Grade, but I am very sorry if there was any misunderstanding over what the InvisibleShield was designed to protect against. However, you do have your Lifetime Replacement Guarantee, if you would like to receive a new InvisibleShield I would be happy to send you a free InvisibleShield. You requested reimbursement of the cost of your screen repair, and I apologize as ZAGG is only able to refund purchased made at ZAGG.com. However, I would be happy to send you a free InvisibleShield or provide you with instore credit for the cost of the repair, which you can use on ZAGG.com towards any product. [redacted], I am sincerely sorry for this experience and what you thought the InvisibleShield would cover as far as protection for your phone. Please let me know if either offer would work for you and I will be happy to make that happen. Warm regards, Sidney

ZAGG franchises are individually owned and operated.  We would be happy to issue a gift card for the money you paid.

Complaint: [redacted]
I am rejecting this response because:Hello Zagg, Thank you for your response, but I unfortunately cannot accept that offer.  The statement you made...

only covers part of the issue.  I purchased the glass screen protector directly on Zagg.com, so there is no franchise involved on that transaction, so at a minimum, you could refund that purchase back to my card.   As for the franchise, you are the manufacture of the product and authorize that franchise to sell your product.  You are the last line of protecting your name and reputation to the customer which has been going downhill because of faulty product and lack of quality.  I feel that in good faith you would want to keep the customer happy.Please reconsider a full refund of $84.46.  If this cannot be done, my next option is to contact legal advice for failure to uphold the warranty as there is no product of equal or greater value.  I would also be contacting my credit card company to issue a chargeback on both transactions.  As well, I will also be submitting complaints to the Federal Trade Commission, and to the Attorney General of Minnesota.  Not to mention I will highly recommend that all friends and family stay away from Zagg products via a social media campaign to bring light to blatant shady business practices.  It will be my goal to see users discover new products that a manufacture can actually stand behind.  Thank you for your time and consideration, [redacted]
Sincerely,
[redacted]

All of our current iPhone 6 products are compatible with the iPhone 7 products.  We have called this out on the box (see attached photos.)

Hello [redacted],ZAGG has refunded you in full for the order [redacted]. Please dispose of the product, there is no need to send it back to us.Please accept our sincere apology for your inconvenience.Warm regards,Sidney C

I am apologize but this is unsatisfactory. I  purchased with the understanding it was "shock absorbent" and would protect in most cases. This was even reiterated in the chat with your representative. This is a pretty misleading and false statement if it only guarantees against scratches.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Sidney,Thank you for your quick response. Can you also address the manner in which I was spoken to by Meredith? When I complained to her about my Invisible Shield continuously breaking, she replied "why I am still buying your products?!" I would think she would not have said such a snarky remark nor would she encourage me to go to another company (which of course is something I've considered as well as not encouraging friends to purchase your products). Secondly, the amount would be $38.31, not $38.23 and also Meredith mentioned adding more money on the gift card (than the original credited amount). Therefore, due to that and my inconvenience, I am requesting that the gift card be in the amount of $50. As I understand, the gift card will not only be for Zagg products?Again, thank you for the time.  
Sincerely,
[redacted]

Hello [redacted], Thank you for reaching out to ZAGG about your concerns with your orders and the additional charge of $27.14 for [redacted]. It is never ZAGGS intention to cause our customers such frustration, and per the attachment, you can see, we have refunded you for any charge you have...

received. For the charged warranty,[redacted], $27.14 was refunded on 12/31/16, $3.99 for shiping and handling was refunded on 10/14/16. I refunded $5.99 for shipping and handling today. Thank you for your understanding and again, I am sincerely sorry for this inconvenience. Warm regards,Sidney Cere...