ZAGG Customer Service

Discussion in 'iPhone' started by KDuniverse, Aug 6, 2008.

  1. KDuniverse macrumors member

    Jul 11, 2008
    Has anyone else returned a product to them lately? I am having a ball buster of a time trying to get a hold of anyone in this company. I want to return my 2 3G cases because I got the BG's. They never answer emails, or return messages. And calling them leaves you on hold for over 40 min each time!

    This alone, I would not recommend them at all.
  2. scaredpoet macrumors 604


    Apr 6, 2007
    True, ZAGG's customer service has really gone downhill. I used to heavily recommend them, but based on their lag in shipping out 3G shields, problems reaching their CS, and that recent incident where a ZAGG employee was allegedly caught posting on someone's blog and trashing a competitor, I'm thinking twice about recommending them going forward.

    I still think their product is awesome though, and I still have one on my 3G iPhone. It's just become a real pain dealing them, and I just hope I never have to ask for a replacement. :rolleyes:
  3. SFStateStudent macrumors 604


    Aug 28, 2007
    San Francisco California, USA
    ZAGG and Customer Service is now considered to be an OXYMORON! The product is great; if you ever receive it. But, trying to get them to respond at all or in a timely manner and you've got your hands full. I've been waiting for an iPod 30GB Classic InvisibleShield since January '08, and the President of the Zagg Company, sent me an email that it would be taken care of immediately! I'm thinking it's in the mail... :rolleyes:

    I've gone with the BSE for LIFE!
  4. KDuniverse thread starter macrumors member

    Jul 11, 2008
    Ordering wasn't an issue. They TOOK my money and sent out the products pretty quick, got them in under a week actually. The return process has been going on since last Thurs.
  5. mephiska macrumors newbie

    Aug 6, 2008
    I just now finally got a response for returning my invisibleShield. I emailed Friday and had to send another email today to get information on how to return mine.

    It took 12 days to get my shield, and I don't live in the middle of nowhere. In the return email their 30 day return policy starts from the time your order it. That seemed really stupid to me.

    I also noticed shortly after I received mine they disabled their forums and remove all links to it from the front page. Prior to this it was flooded with complaints about the 3G skin.
  6. ultimateceej macrumors regular


    Jul 24, 2007
    Hmmmm did you happen to catch what any of the complaints were about? I ordered an IS about 2 weeks ago and it should be in any day (knock on wood :rolleyes:).
  7. philgilder macrumors 68000

    Sep 30, 2007
    i've found their customer service to be good, their products on the other hand...

    they reply to my emails within 24 hours, and were fine about me returning it
    i even got a check up email to ensure i was totally happy
  8. KDuniverse thread starter macrumors member

    Jul 11, 2008
    Yeah, not me. This is a week i'm trying to GET INTOUCH with them. They tell you they're experiencing unusually high wait times...everytime no matter if you call first thing in the morning, or through out the day. They keep you on hold and never pick up. Then, if you leave a message, they will not call back, ever. Oh, and their email is a joke. They don't respond. Must be that new 4 day work week in mormon land.
  9. cheapa55 macrumors 6502a

    Oct 29, 2007
    I am in the same boat. I ordered IS, took too long so I tried to cancel and they shipped it when they got my cancellation email. I ordered BG and installed it. I requested to return the package on 7/30/08, just received an email 8/4/08 with the info. So it took 6 days!!!! for a reply email.

    I'll be mailing back the package today, but I hate that I have to pay for shipping. They should have never mailed my package.

    Bought from them before, but never again. BSE and BG are cheaper and easier to deal with.
  10. mixmacface macrumors regular


    Jun 8, 2008
    in the 7th layer of hell.
    i hate zagg customer serive. honestly. i sent them a very, very nasty email. the service person claimed that they are 2 weeks behind on emails. i told them i wanted my replacement. . and after they send it to me, i have to send them my old one. argh. they frustrate me.
  11. Next Tuesday macrumors 6502a

    Next Tuesday

    Sep 14, 2006
    I agree that their customer service is very poor. Took over 3 weeks to get my IS. So that pretty much means i have 1 week to return it if i find that i dont like it. The email turnaround is usually 4 days for me. Supposedly they have new 3g designs out and are shipping them for people ordering thru them right now. I got the 1st gen shield.
  12. mephiska macrumors newbie

    Aug 6, 2008
    Well their complaints were the same as mine. The back sheet had tabs for the corners that had a bad habit of overlapping, and aligning things so they wouldn't overlap would cause the corners to bend up.

    My biggest complaint was the screen protector, made of the same material as the backing. There are tiny hair-thin lines all through it that cause a prism like effect when viewing the LCD screen. It is especially noticeable on any screen with a gray or white background, and particularly bad when watching video. Movement and screen panning in video results in this shimmering effect that really destroys the clarity of the screen.

    I also didn't like that tackiness or the product for the screen protector. The extra grip is nice but it makes sliding movements on the touch screen a hassle as your finger skips across the screen when you are trying to slide things like the volume bar.

    I just shipped it back yesterday and ordered the one from instead.
  13. KDuniverse thread starter macrumors member

    Jul 11, 2008
    Finally got in touch with them.

    Tip: when you call to return, dial 1 to go to sales...they pick that right up. :rolleyes:
  14. SFStateStudent macrumors 604


    Aug 28, 2007
    San Francisco California, USA
    That's hilarious, that they would immediately respond to a SALES call, but ignore the two most important parts of their business, "customer satisfaction" and "customer complaints" which go hand-in-hand. I guess customer retention/referral wasn't part of the business plan for these guys...:(
  15. paxman1 macrumors newbie

    Jan 16, 2009
    Zagg Horrible customer service !

    Odered a Zagg front shield for my iPhone 3g the day after Christmas, 26th of December 2008.

    Well it is the 16th of January 2009 and no Zagg product. I emailed twice already, one reply pretty much blaming me for the free USPS shipping and that could take up to 14 days ......WTF ? It's a piece of plastic, paper thin. I could have shipped things around the world by this time !

    Today I tried calling and all I got is the " we are experiencing large call volume and your wait could be 20 minutes or more " Well I know why because your customer service stinks ! Horrible ! Unacceptable !

    I had to use the leave a voice mail option so I know how this is going to end up. I will never purchase another ZAGG ( GAG ) product ever again and hope this informs future ZAGG product purchases from the masses !

    Dont purchase a ZAGG product, waste of time and money !

  16. golgo1313 macrumors regular

    Aug 29, 2008
    Claremont, CA
    it took me about 6 weeks to get my refund after I sent the shield in before the 30 day money back guarantee was up. It took me calling and emailing once a week for a month to get anywhere with them. Not only was it a pain to get on but the corners attracted pocket lint like it was going out I style. All I can say is keep hounding them.
  17. davyreins macrumors 6502

    Jul 10, 2008
    Ann Arbor
    I was put on hold with them for over 20 minutes but once I talked to them they were very easy to deal with.
  18. jimmy83 macrumors 65816

    Aug 21, 2008
    Portsmouth, UK
    Ive got a ZAGG, but the back is slowly coming off from my 3G anything I could do about it?
  19. Auzburner macrumors 65816


    Apr 11, 2008
    Syracuse, NY - USA
    I was close to buying the invisible shield, but I think this is a deal breaker for me. Customer Service is a key reason why I'm with Apple.

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