ZAGG, Inc.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Based on Sidney C's response, of "suspected
fraudulent activity per information we are receiving" this statement is still vague and I believe it's a ruse to place blame on me (the consumer) for something I had no control over. As for the statement of "Zagg warranty process has been breached in that shipping and
handling fees have not been paid for the majority of the warranties requested
since 2014" AGAIN placing the blame on me for something I have no override authority to do. Since I've been a customer from 11/22/2009, I have 77 transactions for new product, returns, exchanges or replacements. 45 of the 77 transactions were replacements and I was charged a shipping and handling fee of either $3.95 or $3.99 for 10 of the transactions dating from 3/25/10 to 5/31/15. The remaining 35 transactions dating from 3/28/2012 to 10/9/2015 were at no charge. I go online, log into my account and place a replacement order. How there system deems to charge or not charge me for the shipping and handling of the replacement product is inconsistent and once again beyond my control. Recently due to a change in their site, when I attempt to place a replacement order, it wouldn't allow me to process the request online. I contacted Zagg customer service to explain my challenges and the customer service agents placed a replacement order for me.  If those orders are what you're deeming as "suspected fraudulent activity" then it's an internal control matter that needs to be addressed with the representatives who assisted me. Lastly, if you felt that I allegedly "breached the warranty process ever since 2014", why did it take you over a year to classify my account as fraudulent? Your system and customer service staff are flawed and your explanations and reasoning are as well.  I know I'm not the only consumer this has happened to and as long as your infrastructure is broken it will continue to happen to new consumers. Very disappointed that you are not able to take the time to speak to me directly and try to resolve the matter. Zagg obviously feels losing me as a valued long time customer is immaterial.

Complaint: [redacted]
I am rejecting this response because:that resolves the issue of the defective case but what about the damage to the iPad. I bought the case to protect the iPad not damage it. It was specified for that model and broke the screen. Someone needs to reimburse me for the damaged product that their product damaged
Sincerely,
Wendy D[redacted]

Hello [redacted], Thank you for reaching out to ZAGG concerning your Limited Lifetime Warranty concerns and how you feel you have been treated by ZAGG. It is certainly never ZAGGs intention to threaten or mistreat any of our customers and I would like to clear up this situation. I have listened to the...

call that took place between yourself and our ZAGG Customer Care agent, Dennis and I certainly apologize if you felt this call was threatening concerning the ZAGG Limited Lifetime Warranty process. We feel it is important for all of our customers to understand the complete process, timelines and any fees that maybe incurred by our customers. Which is why our Customer Care agent was explaining the process. Included in our reply to your concerns is the email you received from ZAGG, letting you know we had not received the old product back to validate your warranty and the charges that might incur, the phone call, and the screen shots of the ZAGG.com online process you agreed to when you placed your order for the InvisibleShield under the ZAGG Limited Lifetime Warranty, in which you did agree and understood the Warranty Policy and that you would have to provide proof of purchase. Again, I am terribly sorry if you felt this was threatening in any way, as this is never our intentions. It is very important to ZAGG that all the information is up front to our customers as we never want to hide any information about any of our processes. Since this was your first experience with our warranty, you may not have been fully aware of the Limited Lifetime Warranty process, and I have validated the warranty for you, so there will not be any charge to your credit card (you should have received an automated email stating we have received the old product back as confirmation of the validation), and I have refunded your shipping and handling fee of $5.99. You will not be asked to return any product to us, but for any future warranty requests, we do ask that you please adhere to the complete warranty process. I hope we were able to address all of your concerns and again, we are sincerely sorry for the negative experience you have had with ZAGG. Warm regards, Sidney C

Hello [redacted], I am so sorry to hear about your experience at the University Mall in Orem, and I understand how frustrating this must be for you. Thank you for taking the time to contact ZAGG. I would like to sincerely apologize for the experience you have had at the University Mall in Orem, location...

where your invisibleSHIELD was installed. I can certainly understand your concerns. 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 and disappointment in the service. While we want to make sure your phone is protected, I am happy to send you a free InvisibleShield. If you would like a free InvisibleShield just register your product at ZAGG.com and let me know the registration number and I will get a shield off you as quickly as possible. In regards to your desired settlement of repairing your phone, please reach out again to the manager of the kiosk at the University Mall in Orem. I have passed this concern on to our Franchise Team so they are fully aware of the concerns. Warm regards, Sidney

Hi [redacted],Thank you for reaching out to ZAGG. I am sorry to hear about the concerns you have had with the Limited Lifetime Warranty. It does appear you have been working with our Customer Care Manager and this issue has been resolved. Thank you,Sidney

Hello [redacted],Thank you for reaching out the ZAGG concerning your account. As per ZAGGs replies to your continued contacts about your ZAGG account, your account has been closed due to suspected fraudulent activity per information we are receiving. Also, it has been determined that the ZAGG Warranty...

process has been breached in that shipping and handling fees have not been paid for the majority of the warranties requested, since 2014. As per our ZAGG FAQ Support: ZAGG RESERVES THE RIGHT TO REFUSE WARRANTY REPLACEMENT FOR SUSPECTED FRAUD OR ABUSE OF ZAGG’S WARRANTY POLICY CONTAINED HEREIN. I sincerely apologize that you are not satisfied with our replies concerning your account, however, the account will remain closed. All the best,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 would like to request that the business send me the sapphire cover. I will try this product and if I have similar issues; I believe it is only good business practice to provide me with a product of my choice from a different manufacturer to protect my phone in the way that I expected the Zagg cover too. Acceptance of the sapphire case will solidify this agreement. Thank you again. 
Sincerely,
[redacted]

Hello Wendy,Thank you for reaching out to ZAGG Inc Wendy. I am sorry to hear your iPad Mini has become damaged. Anytime an electronic device is damaged is always very upsetting, as I know from personal experience.I see you have already contacted our Customer Care Department today, July 17th and...

accepted our offer to send you a top of the line Rugged Keyboard at no cost to you. This order [redacted] is currently in process to our fulfillment center. I understand the representative you spoke to explained ZAGGs liability as well. Here is this information:ZAGG Warranty PoliciesYou must register your product at ZAGG.com before it is warranted. If you purchased your product at ZAGG.com, the product is automatically registered. All ZAGG warranties are non-transferrable and are only available to the original end-user of the product. Warranties do not apply to products purchased from online vendors unauthorized to sell ZAGG product including ebay.com. 30 DAY RETURN POLICY – NO QUESTIONS ASKED1 YEAR MANUFACTURER’S WARRANTYLIMITED LIFETIME WARRANTYPRODUCTSProducts purchased from ZAGG.com or from an authorized ZAGG-branded Retail OutletAll ProductsInvisibleShield products, Rugged Cables, Cases (Speakercase excluded), ZR-SIX EarbudsWARRANTY PERIODPurchase date – day 30Purchase date – day 365Purchase date – as long as you own your devicePOLICY AND WARRANTY APPLICABILITYProducts purchased directly from ZAGG.com or from an authorized ZAGG-branded Retail OutletDefects in materials and workmanship under normal useWear and damage to the product during the lifetime of the device for which it was purchasedEXCLUSIONSNoneDamages caused by operating the product outside its intended useThe warranty is limited to the lifetime of your deviceREMEDY – AT ZAGGS SOLE DISCRETIONReplacement at no charge, exchange the product with a product that is of equal value or refund the purchase price of the productReplacement at no charge or exchange the product with a product that is of equal value. Customer is responsible for the return shipping costsReplacement or exchange the product with a product that is of equal value. Customer pays a $5.99 shipping and handling charge for the replacement productPROCESSProducts must be returned to the original place of purchase and you must provide proof of purchase.You must register your product at ZAGG.com and provide proof of purchase by emailing a scanned receipt. You must also return the damaged product to ZAGG.You must register your product at ZAGG.com return the damaged product to ZAGG.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.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 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.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.30-DAY RETURN POLICYWe offer a 30-day money-back guarantee on products purchased directly from ZAGG.com or any authorized ZAGG-branded Retail Outlet. The product must be returned to the original place of purchase and you must provide proof of purchase. You have the option to replace the product at no charge, exchange the product with a product that is of equal value or refund the purchase price of the product.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’S WARRANTIES AND REMEDIES SET FORTH ABOVE ARE EXLCUSIVE 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 EXTENTIONS TO ZAGG’S WARRANTIES. ZAGG RESERVES THE RIGHT TO CHANGE THE TERMS OF ITS WARRANTIES AND REMEDIES WITHOUT NOTICE. Also: LIABILITY DISCLAIMERPlease note our liability is solely for the InvisibleShield and does not extend to electronic devices.Again, I am terribly sorry for this situation, however, ZAGG is not able to refund you for your iPad Mini, but I am sure you will be very happy with your Rugged keyboard.Warm regards, Sidney C

Hello [redacted], Thank you for reaching out to ZAGG concerning the Universal InvisibleShield packet you purchased from Best Buy. I am sincerely sorry if the box the shields were in stated there was a Lifetime Limited Warranty and you tried to register them just to find out this information was incorrect....

I would be upset by this as well, and I, too, would feel mislead. I assure you it is never ZAGGs intention to mislead our customers in any way, and I would like to look into this situation further, so I can get this resolved. ZAGG has never offered a Limited Lifetime Warranty on The Universal InvisibleShield packets as this is a product that is cut by you the customer to fit your unique device. The Limited Lifetime Warranty which is offered by ZAGG, is only on device specific products as stated in the Limited Lifetime Warranty Policies document. From the communications between ZAGG and yourself, we have asked if you can send us pictures of the packaging you have stating the warranty, and to date, we have not received this information. I assure you we want to get this taken care of and correct any packaging error. We would like to get this resolved as soon as possible so no further customers have this experience. I sure hope you can understand the necessity of how important our request is in asking for your participation in this situation. In regards to your request of issuing you a refund of $20.99, we are only able to refund purchases made on ZAGG.com. However, I am happy to provide you with an electronic gift card of $50.00 that you can use on ZAGG.com toward any item we offer for the terrible inconvenience you have been through. If our offer is acceptable please let me know and I can issue the gift card right away, and again, we look forward to any photos you can provide us with on the packaging you have. Again, we are very sorry for the experience you have had with the purchase from Best Buy, and I am looking forward to your reply. Warm regards, Sidney C

Hello [redacted], Thank you for reaching out to ZAGG about your order concerns. I can certainly understand how upsetting it is to order products and then have to wait for them. I would be upset as well with no information, product or update. I am happy to address your concerns. When the orders...

[redacted] for the Glass for the Motorola Z Force Droid Edition, and [redacted] for the Glass for the Motorola Z Force Droid Edition, both placed on September 8th, on ZAGG.com, ZAGG provided the estimated shipping date of October 6th, 2016 for both orders, advising you when we anticipated the orders to actually ship, due to the arrival date of inventory on this specific product. This date was provided during the order process and I apologize if you did not see this information. The actual ship date on both orders shipped earlier than we expected which was on September 30th. Both orders were upgraded in the shipping from USPS First Class to UPS Next Day Air at no cost to you. Initially there was a charge of $5.99, paid by you, to cover the shipping and handling fees for each order. Since ZAGG charges this fee when the order was shipped, there was no actual charge to you. ZAGG was able to reverse these charges before they were charged which is why you have not received a refund. Since there was no settlement on each amount, there is nothing to refund. (See attachment) Per your desired settlement request of a full refund of the amount paid at time of purchase of $95.00, we are only able to refund charges made to ZAGG.com, not off site purchases. Per both tracking numbers from UPS, it appears both orders were delivered yesterday, Monday, October 3rd. I have validated both of the warranties for you so there is also no expectation for you to return the old product to us. You should have received two separate automated emails letting you know we received the old product back. Please just ignore these. I am extremely sorry you had this experience with ZAGG and your first warranty request. It is certainly never our intention to make our customers wait for product or have questions and concerns that are not addressed to our World Class Customer Service expectation. We understand how important your time is as well as wanting protection for your electronic devices. Please accept our sincerely apology. 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 still would have preferred my money back as I had to buy another screen protector in the mean time, but this is fine at this point.     The original item they promised me that would ship on the 8th arrived today on the 16th, had I not filed this complaint they would not have even bothered to care.    This was the first rep from the company who actually wanted to help a customer.      Thanks Revdex.com.    
Sincerely,
[redacted]