Terrible experience with Zagg!!!

Discussion in 'iPad' started by johnnyturbouk, Aug 17, 2015.

  1. johnnyturbouk, Aug 17, 2015
    Last edited: Aug 17, 2015

    johnnyturbouk macrumors 68000

    johnnyturbouk

    Joined:
    Feb 9, 2011
    Location:
    on the yellow [oled] brick road to tech nirvana.
    #1
    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?
     
  2. newellj macrumors 601

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #2
    If their quality has been decimated, I'll probably keep on buying happily. I'm not sure I'd notice a 10% change.

     
  3. johnnyturbouk thread starter macrumors 68000

    johnnyturbouk

    Joined:
    Feb 9, 2011
    Location:
    on the yellow [oled] brick road to tech nirvana.
    #3
    Thank you for you contribution.

    FYI:

    "Decimated"

    Cambridge, online english dictionary definition:
    "to kill a large number of something, or to reduce something severely"

    The misconception that decimate solely pertains to reduction by one tenth is an example of an ' etymological fallacy'.
    Does ‘decimate’ really mean ‘destroy one tenth’?
    http://blog.oxforddictionaries.com/2012/09/does-decimate-mean-destroy-one-tenth/

    "
    decimate comes from the Medieval Latin word decimatus, which means ‘to tithe’. The word was then assigned retrospectively to the Roman practice of punishing every tenth soldier. So, next time you attend a symposium (etymologically, drinking partner) with someone sinister (etymologically, left-handed), and they launch into a tirade about the misuse of this word, you’ll be able to decimate their argument in no time at all."

     
  4. bufffilm macrumors 68040

    bufffilm

    Joined:
    May 3, 2011
    #4
    I've never liked zagg, always thought their stuff was of middlin' quality. But johnnyturbouk is correct...you used the word decimate incorrectly, newellj. :)
     
  5. cynics macrumors G3

    Joined:
    Jan 8, 2012
    #5
    I went through an annoying warranty process with them and decided since to take my business elsewhere. I still have a Zagg screen protector on my Motorola Xoom lol.
     
  6. johnnyturbouk thread starter macrumors 68000

    johnnyturbouk

    Joined:
    Feb 9, 2011
    Location:
    on the yellow [oled] brick road to tech nirvana.
    #6
    I am quite surprised that Zagg is failing their customers, in context of quality of their products, and their customer services. I seldom create threads where i would rant/vent about poor quality, in this case however, I thought i would share my experience and enquire if anybody else have had issue with zagg products or customer services.

    To the contrary, I was always very happy with Zagg products in the past, especially the iphone covers.
    The other annoying thing was that despite the gaping big laceration, the application was otherwise flawless, perfectly aligned and no residual bubbles or marks :(

    This was my main concern with the ordeal <sounds a little melodramatic>, was with their terrible customer services, i must have contacted them on a ridiculous number of occasions, seldom did i ever receive an answer, if one calls them, they seem friendly, but the call is simply escalated to a call back from a manger - which never materialises. Live chat was really the only feasible way for me to actually speak to somebody and voice my concerns - and even then it took a dozen encounters for me to have the issue resolved.

    When management did finally contact me [Austin] - i was treated like an unwanted, retarded, stepchild!
     
  7. lugworm macrumors 6502

    lugworm

    Joined:
    Apr 4, 2011
    Location:
    UK
    #7
    I read about half of that, then got bored. Good luck with whatever it is you're complaining about.
     
  8. johnnyturbouk, Aug 18, 2015
    Last edited: Aug 18, 2015

    johnnyturbouk thread starter macrumors 68000

    johnnyturbouk

    Joined:
    Feb 9, 2011
    Location:
    on the yellow [oled] brick road to tech nirvana.
    #8
    Hence I added a TLDR summary
    My main objective was that I was simply interested in the experiences of other zagg users, both positive and negative.
     
  9. newellj macrumors 601

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #9
    I gave up on using Zagg when my devices started having touchscreens. The product is serviceable for protection but all the Zagg films I've ever used feel sticky, which really changes the experience of using a touchscreen. I initially used very hard plastic film protectors, but only use glass screen protectors now.
     
  10. Mlrollin91 macrumors G4

    Mlrollin91

    Joined:
    Nov 20, 2008
    Location:
    Ventura County
    #10
    I can't stand Zagg either. Even the newer protectors without the orange peel feeling aren't good. I had a tempered glass protector that cracked and chipped within 48 hours of having it. Didn't drop my phone or keep anything in my pocket with my phone.

    I've been using Powersupport for years and continue to be happy with it. Their customer service is hit or miss, but the products have been pretty consistent.
     
  11. Mlrollin91 macrumors G4

    Mlrollin91

    Joined:
    Nov 20, 2008
    Location:
    Ventura County
    #12
    Doesn't have the best reviews. I'm more interested in the PowerSupport Schott that recently came out.
     
  12. johnnyturbouk thread starter macrumors 68000

    johnnyturbouk

    Joined:
    Feb 9, 2011
    Location:
    on the yellow [oled] brick road to tech nirvana.
    #13
    A little surprised at all the negative Zagg reviews, both here and on amazon. I have had every iphone since gen 1, i have used zagg since the 3gs, no issues. Never used a screen protector for an ipad, and don't think I will use one again.

    Any positive Zagg experiences?
     
  13. newellj macrumors 601

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #14
    With a big IMO/YMMV qualification, I think anything other than glass on an iPad really changes the user experience in negative ways. The glass screen protectors I've used on three iPads are from Tech Armor via Amazon. They've worked extremely well.
     
  14. millydog macrumors regular

    millydog

    Joined:
    Oct 21, 2007
    Location:
    Australia
    #15
    I've always liked the Zagg screen protectors and have used them on all of my iPhones and iPads. I have never used the return customer service though, being from Australia. I just thought that it would cost me too much in shipping, plus also the lag time of having my device unprotected. So I've always just bought a new protector as needed. When I was using the original protectors, I found this to be roughly every 6 months, especially if the iPhone was white. This time I am using the glass screen protectors on my iPad Air 2 and iPhone 6 Plus. The cover on my iPad is perfect. It aligned well and there are only bubbles. It doesn't even look like it has a protector, it's perfect. The protector on my iPhone has some chips on the edge near the home button, I think they appeared within a week of having the protector, but have not gotten any worse since, so I've put up with it, it's not perfect, but they aren't really an issue to me.
    I do wish that I could purchase a Zagg rear skin though to go with my glass front.
    I'll possibly still keep buying Zagg, but I am curious if other have had chips on the glass screens or if they are perfect?
     
  15. millydog macrumors regular

    millydog

    Joined:
    Oct 21, 2007
    Location:
    Australia
    #16
    I did mean that there are no bubbles in the iPad screen application. Typo.
     

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