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Zenus USA Inc

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Zenus USA Inc Reviews (2)

Hi,
This is Zenus USA, Inc, responding to case #[redacted]
The customer ordered the Screen Protector for Samsung Phone Note 3 on 2/3/14 .
However, the customer complained on 3/17/14 , which is more then a month from the purchased date.
He...

informed us that the screen protector cracked, which he only used 2 days of regarding to a month previous purchased date.
The customer complained that in our product description it shows " ShatterProof " and thought it meant this Screen Protector will never crack.
Customer did not understand the meaning correctly. ShatterProof means that this Screen Protector will not "Shatter" like glass or many other screen protectors do, which is safe when it does crack.
Customer sent us the picture which he described as "shattered" but is clearly a crack from misuse.  ( Picture sent from the buyer is attached )
We talked through the phone, and the customer kept arguing that ShatterProof should never crack, which is a different meaning.
Upon talking with the customer for awhile, customer used foul language, " [redacted] you all, Im calling Revdex.com " and hung up.
we tried to come up with better solution, but all customer wanted was a new protector.
If you look at the ScreenProtector , attached as a picture, you can see many cracks, smudges, and other residue that does not look like it has been used for 2 days.
To summarize the long story short,
- Customer orders Screen Protector over 1 month ago
- Complains that it cracked within 2 days of usage
- Complains that ShatterProof should never crack ( which as explained, ShatterProof will not Shatter like glass when cracked )
- We explain how Shatter and cracks are different
- Customer refuses cooperation, uses foul language and files a claim with Revdex.com
Hope to hear back.
Thank you

Review: I bought a Galaxy Note 3 Luminous R Tempered Glass Film Screen Protector - Clear 1Pc from ZENUS USA, INC. Product did not last even 2 days. Product was placed carefully as instructed upon the front surface of the correct model phone, (Galaxy Note 3),which was protected by a Zenus case. Phone was NOT dropped, damaged or stressed within this time period. I noticed that the Luminous R Tempered Glass Film Screen Protector was broken and contacted ZENUS USA, INC. about the situation. I was informed that I had to have a picture to prove this had happened. I emailed a letter to ZENUS USA, INC. with 2 pictures on 03/17/2014 at 4:49 pm and received the following response on 03/17/2014 at 5:15 pm. "Hi Thank you for contacting us. We are sorry to inform you that the purpose of the screen protector is to protect the device as a scratch-resistance, but is not crack-proof. Any pressure damage is not covered by the warranty for this case. For any other inquiries, please let us know Thank you Zenus USA, Inc B" At this point I called back, (03/17/2014 at 5:17pm), and was informed that the purpose of the Luminous R Tempered Glass Film Screen Protector was to protect the device as a scratch-resistance not to protect from pressure damage. I then directed the Zenus representative to view the Zenus Web site advertising the Luminous R Tempered Glass Film Screen Protector and pointed out to him what was stated, "Luminous R Premium Tempered Glass film is made to protect Galaxy Note 3 display from damage and scratches with specially processed transparent glass that has been reinforced to increase shock absorbency." and also on the first picture giving a description was the following statement "Shatterproof Glass". The Zenus representative then repeated that the purpose of the Luminous R Tempered Glass Film Screen Protector was to protect the device as a scratch-resistance not to protect from pressure damage. I then informed him I would be contacting the Revdex.com and hung up.Desired Settlement: I would have originally been happy with just having the Luminous R Tempered Glass Film Screen Protector replaced but after talking with the representative of ZENUS USA, INC. I feel that they don't listen to their customers or could care less about them, further I had to ask myself what if this happened again, I don't feel like go though all this hassle again and lastly if the product is made this badly to only last two days, do I really want to chance getting another one?

Business

Response:

Hi,

This is Zenus USA, Inc, responding to case #[redacted]

The customer ordered the Screen Protector for Samsung Phone Note 3 on 2/3/14 .

However, the customer complained on 3/17/14 , which is more then a month from the purchased date.

He informed us that the screen protector cracked, which he only used 2 days of regarding to a month previous purchased date.

The customer complained that in our product description it shows " ShatterProof " and thought it meant this Screen Protector will never crack.

Customer did not understand the meaning correctly. ShatterProof means that this Screen Protector will not "Shatter" like glass or many other screen protectors do, which is safe when it does crack.

Customer sent us the picture which he described as "shattered" but is clearly a crack from misuse. ( Picture sent from the buyer is attached )

We talked through the phone, and the customer kept arguing that ShatterProof should never crack, which is a different meaning.

Upon talking with the customer for awhile, customer used foul language, " [redacted] you all, Im calling Revdex.com " and hung up.

we tried to come up with better solution, but all customer wanted was a new protector.

If you look at the ScreenProtector , attached as a picture, you can see many cracks, smudges, and other residue that does not look like it has been used for 2 days.

To summarize the long story short,

- Customer orders Screen Protector over 1 month ago

- Complains that it cracked within 2 days of usage

- Complains that ShatterProof should never crack ( which as explained, ShatterProof will not Shatter like glass when cracked )

- We explain how Shatter and cracks are different

- Customer refuses cooperation, uses foul language and files a claim with Revdex.com

Hope to hear back.

Thank you

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Address: 2693 Saturn St, Brea, California, United States, 92821

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