TLDR; terrible product, abysmal service - avoid.
Has anybody else noticed the recent, rapid decimation of quality by Zagg?
Having been a ZAGG customer for a number of years and having never needed to replace any of my [zagg] screen protectors; purchased via amazon, I was very disillusioned with my recent experience ipad air 2 INVISIBLESHIELD glass [product code/SKU ID5GLS-F00].
As the product quickly began to peel, shortly after purchase; I thus requested a replacement under their warranty scheme, via their website. Despite the long delay in the replacement finally arriving, when I finally received the item, it had a colossal 11cm horizontal laceration that transversed the entire screen. It was further disconcerting that one could not ascertain that the crack was present until after application of the screen protector, as the yellow cover over the screen protector attenuated the ability for one to demarcate the fault. The graze/slash seems as if it had been surgically instrumented as a single gash, furthermore, there are no other signs of cracks, fractures or damage on the screen,
After receiving the damaged product, I spoke to Zagg customer services, and explained that i had received a damaged replacement [albeit, having to pay for postage] i was informed that the UK stock had been depleted, after further probing i was finally offered a replacement to be sent directly from the USA. I was then coaxed into accepting USPS snail mail, as opposed to DHL, under the veil of "customers prefer USPS", c.f. DHL next day delivery. As I did not want to appear unreasonable, I accepted this as an acceptable resolution.
I then requested to speak to a manger, i was told none was available, however, was assured that a replacement product would be sent out, and a manager would call me back. 10 days later, neither occurred.
I then contacted Zagg customer services again, via live mail, after insisting that I speak to a manager,
a supervisor called Austin called me back. In alignment to the poor service that I had received from Zagg, this chap certainly did not disappoint!
He completely trivialized predicament, and alluded to my issue being frivolous.
Despite the fact that my original product failed, then the replacement arrived damaged, juxtaposed with the inexcusable failure in anybody calling me back, or acting on my request for a replacement to be sent. The onus was on the customer having to
call and ask to speak to a manager, to only then being refused, or told somebody will call me back, which of course they never did.
Interestingly, Austin, the supervisor I finally was able to communicate with, completely invalidated all my concerns, and did not really answer my questions, he also seemed desperate to end the call, and insinuated that the root cause of the issue rested with couriers, despite me re-iterating that I was calling about a sequential failure with Zagg customer services. It actually became comical how he dodged any criticisms of Zagg.
Austin then wanted me to send the damaged screen back to the USA, at further cost to myself, when challenged about the further cost this would incur, I was lampooned that it was simply the cost of a postage stamp. Unfortunately, sending broken glass from the UK to the USA can’t be simply thrown in an envelope, and it would cost a fair few pennies to pack, track and send back to Utah.
It was almost as if Zagg had become accustomed to providing abysmal service to customers, i did not feel i was being taken seriously, and i was clearly not being listened to or had my issues addressed. As i kept needing to repeat my self over and over, i decided to end the call, as after working 72 hours on-call this weekend, i honestly felt exhausted, and could no longer continue the call.
Following the disastrous phone call to austin,I was instructed to call Zagg, which i did, at further cost to myself [as calling from the UK], I waited 25mins, to have the manager refuse to talk to me {Lashandra}. I decided to call it, i completely lost interest or energy to try rectify the issue.
In closing, an axial issue of my overall experience was with the frustration generated by the perpetual cycle of speaking to live chat, then being informed to to call in, to then be told to email, and then silence, no reply!
I am extremely disgusted with this indefeasible behavior from zagg, i am certainly aghast that any company would treat customers in such a way, albeit somebody that has purchased multiple Zagg products.
I can certainly state with 100% confidence that I will never be purchasing from Zagg again, as their staff in management seem to have an inflated sense of entitlement and privilege, refusing to speak to customers, even after instructing them to call in?
Has anybody else noticed the recent, rapid decimation of quality by Zagg?
Having been a ZAGG customer for a number of years and having never needed to replace any of my [zagg] screen protectors; purchased via amazon, I was very disillusioned with my recent experience ipad air 2 INVISIBLESHIELD glass [product code/SKU ID5GLS-F00].
As the product quickly began to peel, shortly after purchase; I thus requested a replacement under their warranty scheme, via their website. Despite the long delay in the replacement finally arriving, when I finally received the item, it had a colossal 11cm horizontal laceration that transversed the entire screen. It was further disconcerting that one could not ascertain that the crack was present until after application of the screen protector, as the yellow cover over the screen protector attenuated the ability for one to demarcate the fault. The graze/slash seems as if it had been surgically instrumented as a single gash, furthermore, there are no other signs of cracks, fractures or damage on the screen,
After receiving the damaged product, I spoke to Zagg customer services, and explained that i had received a damaged replacement [albeit, having to pay for postage] i was informed that the UK stock had been depleted, after further probing i was finally offered a replacement to be sent directly from the USA. I was then coaxed into accepting USPS snail mail, as opposed to DHL, under the veil of "customers prefer USPS", c.f. DHL next day delivery. As I did not want to appear unreasonable, I accepted this as an acceptable resolution.
I then requested to speak to a manger, i was told none was available, however, was assured that a replacement product would be sent out, and a manager would call me back. 10 days later, neither occurred.
I then contacted Zagg customer services again, via live mail, after insisting that I speak to a manager,
a supervisor called Austin called me back. In alignment to the poor service that I had received from Zagg, this chap certainly did not disappoint!
He completely trivialized predicament, and alluded to my issue being frivolous.
Despite the fact that my original product failed, then the replacement arrived damaged, juxtaposed with the inexcusable failure in anybody calling me back, or acting on my request for a replacement to be sent. The onus was on the customer having to
call and ask to speak to a manager, to only then being refused, or told somebody will call me back, which of course they never did.
Interestingly, Austin, the supervisor I finally was able to communicate with, completely invalidated all my concerns, and did not really answer my questions, he also seemed desperate to end the call, and insinuated that the root cause of the issue rested with couriers, despite me re-iterating that I was calling about a sequential failure with Zagg customer services. It actually became comical how he dodged any criticisms of Zagg.
Austin then wanted me to send the damaged screen back to the USA, at further cost to myself, when challenged about the further cost this would incur, I was lampooned that it was simply the cost of a postage stamp. Unfortunately, sending broken glass from the UK to the USA can’t be simply thrown in an envelope, and it would cost a fair few pennies to pack, track and send back to Utah.
It was almost as if Zagg had become accustomed to providing abysmal service to customers, i did not feel i was being taken seriously, and i was clearly not being listened to or had my issues addressed. As i kept needing to repeat my self over and over, i decided to end the call, as after working 72 hours on-call this weekend, i honestly felt exhausted, and could no longer continue the call.
Following the disastrous phone call to austin,I was instructed to call Zagg, which i did, at further cost to myself [as calling from the UK], I waited 25mins, to have the manager refuse to talk to me {Lashandra}. I decided to call it, i completely lost interest or energy to try rectify the issue.
In closing, an axial issue of my overall experience was with the frustration generated by the perpetual cycle of speaking to live chat, then being informed to to call in, to then be told to email, and then silence, no reply!
I am extremely disgusted with this indefeasible behavior from zagg, i am certainly aghast that any company would treat customers in such a way, albeit somebody that has purchased multiple Zagg products.
I can certainly state with 100% confidence that I will never be purchasing from Zagg again, as their staff in management seem to have an inflated sense of entitlement and privilege, refusing to speak to customers, even after instructing them to call in?
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