Optus and The Zagg Invisible Shield Saga

John Dough on 19/12/2017 - 19:49
Last edited 21/12/2017 - 11:43

Edit: Thanks Pegasus for reminding me why I don’t post here much anymore, with attitudes like yours, who needs enemies right? Off you go to troll someone else, I’ve blocked you and I’d encourage others to do the same. Seek help - it’s not too late.

Much to your surprise I’m sure, my matter has been resolved without endless quoting and bold text! IKR (see I can even use acronyms too - just wow!)

Optus came to the party and have refunded me for the original protector as a gesture of good will but explicitly stated it’s a one off and due to me being a long term customer. It took starting a formal complaint process in store to get them to take me seriously, but they did it even without foot stomping. (Something I was looking forward to doing I must say)

TLDR - you can get what you are entitled to under warranty if you keep the pressure on! I’m sure Optus will return it and not lose a cent anyway.

Thanks to those who responded in a positive & helpful manner, Peace.

Poll Options expired

  • 2
    Be more careful you clutz... I have the same screen protector for years, not days.
  • 4
    Just deal with it - You will get no where and no one cares.
  • 23
    Take it all the way, ACCC, VCAT, whatever it takes make an example of them for ripping customers.
  • 1
    Try claim the warranty and return it to Optus they should own it, even if it only gets you ~$10 back
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  • pegaxs on 19/12/2017 - 20:04
    +3

    Lol @ warranty on an item you broke. Warranty says it will work as intended and be free from defects. Did it save your iPhone screen?

    I wish I could crash my car and claim back a new one under warranty…

    Zagg Warranty Policy:

    Policy and Warranty Applicable: Defects in materials and workmanship under normal use

    Exclusions: Damages caused by operating the product outside its intended use

    ie: dropping it.

    • donga100 on 19/12/2017 - 20:55
      -1

      I would have thought that dropping it would be exactly its intended use.

      • pegaxs on 19/12/2017 - 22:06
        -1

        I would say that it did it’s job. OP hasn’t said it saved the screen or not, but let’s assume it did. Is it not reasonable to accept that in the process of doing its job, it sacrificed itself?

        A warranty covers “defects in materials” and “workmanship”. What it doesn’t cover is being broken from being dropped. That is it’s job. To protect the screen.

        In a car accident, the airbags pop. They saved you from smashing your face into the dash. They did their job. Would you want warranty to replace them because they can’t be reused over and over and over again?

        How many drops is “intended use”? 2? 10? Infinite?

        I would say that $35 was a small price to pay compared to a new iPhone screen. This is an absolute storm in a teacup… and my money is on OP saying to the poor store attendant, “I want to speak to the manager!”

        • John Dough on 20/12/2017 - 19:25
          -1

          I'm sorry but you are wrong, but thanks for your opinion. See update of the photo of the warranty booklet in original post.
          Why shouldn't I demand a replacement in store?
          If you bought something from a store and it had a warranty, would you just accept the store "policy" of wiping their hands of the problem?
          Its not the value of the item, it's the principle of it and I want to find out if it's acceptable or at the very least - legal.
          Pretty sure I could demand to talk to the store manager and eventually they would fold, but why should I (or we) have to?

          If there isn't a warranty on the item (the way I see it) then they shouldn't pretend there is and sell it under the premise there is.

          Let's discuss though, I am interested in your view, and sorry if my post comes off defensive, it's just the way it reads….. :)

        • pegaxs on 20/12/2017 - 20:36
          -1

          @greydaniel:

          I'm sorry but you are wrong, but thanks for your opinion.

          Passive aggressive much?? I’m "wrong" only AFTER you posted up further evidence. (albeit for US warranty conditions…)

          See update of the photo of the warranty booklet in original post.

          Until you posted the package details, I could only go off the website. It's unusual that any manufacture would warrant an item for breakage by the user. By their workmanship or materials, sure, but as a direct result of the end user breaking it, typically not. Kind of explains why it is so expensive to buy if they just warrant anything happening to them.

          The next question I have is, is Optus an official authorised reseller of Zagg products and/or is it an official Australian importer? If not, then you cannot rely on a USA warranty slip, as it has very little to do here legally. They can promise what they want in the USA, but unless there is an official Australian importer, then that warranty isn’t worth the cardboard it's printed on. But, sure, feel free to drag the ACCC into this and VCAT and the Office of Fair Trading, maybe your local MP and who ever else will take complaints and don’t forget to lawyer up over a $35 screen saver that did its job. (ie: saved you a $300+ screen replacement from Apple, as I know Apple wouldn't cover screen breakage under warranty…)

          Why shouldn't I demand a replacement in store?
          (I argue that if you…)
          (Argument goes no where.)
          (I tell the guy…)
          (I'm sorry but you are wrong)
          (I could demand to talk to…)

          Sensing a common theme here… Have you tried asking nicely? Without arguing? Without demanding? Without being confrontational? Without the sense of entitlement?

          If you bought something from a store and it had a warranty, would you just accept the store "policy" of wiping their hands of the problem?

          You have seen Optus's official store "policy" on this? It has to be warranty that is officially backed here in Australia. If it is supported here and their statement is that they will replace it regardless of damage, sure, it doesn’t hurt to ask. If Optus are the importer for these and they say "We don’t warrant them against being dropped." then they are within their rights to refuse to replace it if it is broken.

          If I took something back that I broke and asked for warranty on it and they said no but it did it's job and it was under 4% of the cost of the device it saved, I would accept that I broke it and not spend another $35 on the same again…

          Its not the value of the item, it's the principle

          So, you want to make an example of Optus over a $35 over priced screen protector? Good luck at the ACCC with a broken screen protector and a warranty booklet designed with the USA market in mind.

          If there isn't a warranty on the item (the way I see it) then they shouldn't pretend there is and sell it under the premise there is.

          The way you see it… Did they pretend? It sounds more like you were given some good will screen protectors in the past, but Optus has long since changed staff/manager/policy/terms/etc and you didn’t get one this time. It was probably down to the fact that they were retuning them on your behalf and everyone else’s and it was a bill they were no longer willing to foot. Because, quite frankly, I would hate to run a retail shop where people could return things that they broke and get a replacement under warranty, especially things that are designed to break.

          Let's discuss though, I am interested in your view

          The Australian importer/distributor appears to be Cellnet. Before you call in the lawyers and the ACCC, how about you call the distributor and ask them what their "Australian warranty" conditions are. Do they support the "USA" terms and conditions of "any damage" replacements? That would be a good start to find out what your rights are under ACL before relying on an insert designed for the American market.
          Cellnet Zagg site
          Cellnet Contacts page

          If they get back to you and say "Yes, we hold the same warranty condition here in Aus.", then throw the ACL book at them AND Optus. If they say no, then send them a copy of the photo you posted here and ask for a "please explain"…

          ACCC page relating to warranties
          ACCC page relating to consumer guarantees look under the part on "Products."

          sorry if my post comes off defensive as on the offensive

          FTFY. :)

          And feel free to neg my post if that helps you.

        • John Dough on 21/12/2017 - 07:58
          -1

          @pegaxs:
          Not really sure if I should thank you for this?
          I’ll start by stating a few things… you shot off being a know it all, when I clearly stated in my original post that the warranty is for breakage.
          I am far from an entitled person, I worked hard to buy my phone and screen protector and take offence to being labeled entitled. Entitled to a change over item - I believe so. I went to two stores, described and showed them what happened politely and calmly, but that didn’t work out.
          You defend the poor store owners…the same ones who gouge consumers and make warranty policy to suit themselves. I don’t feel sorry for retailers, consumers have a right to return goods purchased with a warranty.
          There was never any mention of lawyers or anything as dramatic as you make out, and my storm in a teacup, well it’s not the way I see it.
          I’ll read up on consumer laws and see if I think it’s worth taking it any further as there were some good points in your post.
          I won’t respond any further, and I know you will always have to have the final say so I’ll just let you. Good day.

        • pegaxs on 21/12/2017 - 09:41
          -1

          @greydaniel:

          Not really sure if I should thank you for this?

          Don’t bother. Being passive aggressive comes off mostly as sarcasm anyway, so any thanks would appear disingenuous :)

          you shot off being a know it all

          Was only going off what the "official" website told me, as too did others in this thread. You posted up further evidence AFTER you were called out on it.

          I am far from an entitled person

          Demand, Tell, Argue, Wrong… I beg to differ.

          take offence to being labeled entitled

          Of course you do…

          what happened politely and calmly, but that didn’t work out.

          So that's when you decided to make demands and argue?

          You defend the poor store owners

          I don’t defend them. In fact I said in my last post, if they are in the wrong, throw the book at them. There is nothing I enjoy more than seeing a monopolistic retailer taken to task. It's a small joy I have in life. (That and sitting on the couch, popcorn ready, waiting for the inevitable Bitcoin crash…)

          the same ones who gouge consumers

          You went there knowing they gouge customers?? And then you went back AGAIN! and bought ANOTHER over priced screen saver?? Even after your current experience?? They saw you coming…

          as dramatic as you make out

          I just thought, since we are blowing things out of proportion, why not seek advice from a REAL consumer law lawyer instead of some weekend experts on a bargain forum.

          I’ll read up on consumer laws

          Print it out and take a copy into the store with your Zagg cardboard warranty slip. Highlight the relevant sections. And if they still wont "argue" with and/or give in and refund you, try stamping your feet or laying on the ground, screaming…

          I won’t respond any further

          And here I was thinking you like "arguments"…

    • John Dough on 20/12/2017 - 19:19

      I have edited to show the booklet in my original post (at the end). Clearly states "if ever becomes scratched, broken or damaged while protecting your device, we offer you a replacement"

  • holdenmg on 19/12/2017 - 20:17
    +2

    Reindeer, Bikies (or both).

  • Diji1 on 19/12/2017 - 20:25
    +1

    35 bucks for a screen protector?

    …

    • John Dough on 20/12/2017 - 19:27

      I was under the impression it had a device life replacement warranty in store at Optus.
      $35 not bad if you use a few and these are actually damn good quality compared to cheap and nasty stuff I have tried online.

  • spackbace on 19/12/2017 - 21:34
    +6

    20cm destroyed a screen protector and you figured it was worth buying another one?

    A fool and his money…

    • pegaxs on 19/12/2017 - 21:52
      -1

      $1000+ phone saved by a $35 screen protector. I would say it paid for itself. I don’t see the logic in it either though.

      But OP’s post is just a little over dramatic. Calling the ACCC over a broken screen protector that did its job?

      • spackbace on 19/12/2017 - 22:19
        +2

        Who's to say the screen would've broken though…? Gorilla glass etc could've held up fine

        • pegaxs on 19/12/2017 - 23:44

          Exactly. Screen protectors are there to stop damage from scratches and marks, not from drops.

    • John Dough on 20/12/2017 - 19:31

      I guess it's akin to the old argument…. My old kingswood holds up in an accident better than those modern cars that crumple.
      Yeah it does hold up well, but the passengers and driver will probably not as they do the deceleration not the cars crumple zones.

      Just like the screen on the phone, the protector glass took the brunt (sorry but they ARE for drop/shock protection as well) and the phone is fine.

      I've researched and it's an average price, and I did intend to do the switcheroo, get a new one under the register/warranty, and take it back to Optus for a refund, but the BS postage has killed that plan!

      • spackbace on 20/12/2017 - 19:56

        a) it sounds like a crap screen protector if it cracked from such a short distance. A better one should've held up better, hence why I'm wondering why you spent $35 on another one
        b) Like headlight protectors on modern headlights, they're the same if not slightly weaker than the headlight itself. Gorilla glass, or a modern screen should've held up from a 20cm drop, making the screen 'protector' redundant.

        • John Dough on 20/12/2017 - 20:05
          -1

          Yep, I agree, but figure it saved the screen so yeah why not… and as stated again it was (maybe still is) my plan to return the replacement one when it arrives. I am told I can just pay $9.99 USD for postage and that's all, sending a proof of purchase. Something I am following up with ZAGG at the moment.

          And IMO still doesn't make it right that Optus just wipe their hands of problems when it suits them.

  • steven6 on 19/12/2017 - 22:43
    +3

    That's why I bought a screen protector protector

    • pegaxs on 19/12/2017 - 23:19

      Now there’s something to take on the next episode of “Shark Tank”.

  • enzioFirenze on 19/12/2017 - 23:27

    I used to always have a tempered glass screen protectors on my phones but since I got the S8+ and Note 8 afterwards, I've ditched that cz it got quite annoying with the curved screen. I still have the bumper case but not gonna have a tempered glass screen protector anymore

    • AdosHouse on 20/12/2017 - 01:01

      Same. Couldn't get one that fits for the S8, just got Ghost Armour on there now.

  • Strahany on 20/12/2017 - 00:55
    +2

    I own the same product; the Zagg "Lifetime Guarantee" is rather explicitly stated as provided by the manufacturer, not the retailer, and that all replacements are to be carried out through them (with the shipping costs covered by the customer, as detailed by the OP). Optus have no obligation to provide a replacement from their own stock, and any previous replacements provided in store should be considered to be a 'favour', rather than the expected outcome.

    From Zagg's website:

    Limited Lifetime Warranty
    Every InvisibleShield purchase comes with a Limited Lifetime Guarantee (North, Central, and South America) or a 25 Year Guarantee (all non-America countries).

    WARRANTY PERIOD
    Purchase date – as long as you own your device

    POLICY AND WARRANTY APPLICABILITY
    Wear and damage to the product during the lifetime of the device for which it was purchased

    EXCLUSIONS
    The warranty is limited to the lifetime of your device.

    REMEDY - AT ZAGGS SOLE DISCRETION
    Replacement or exchange the product with a product that is of equal value. Customer pays a $5.99-$9.99 shipping and handling charge for the replacement product.

    PROCESS
    You must register your product at ZAGG.com return the damaged product to ZAGG.

    ADDITIONAL INFORMATION
    ZAGG 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-$9.99 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.

    • John Dough on 20/12/2017 - 19:34

      Original post updated, it's different wording in my warranty booklet.

  • teacherer on 20/12/2017 - 15:07

    Instead of sending the broken screen protector back to zagg you can just send them your original invoice/receipt. I did it last week.
    Paying shipping only got a replacement was pretty reasonable I thought

    • John Dough on 20/12/2017 - 19:35

      Oh - is that so? Thanks for sharing, I will contact their support and see if they will accept a photo of the cracked protector and proof of purchase.
      $9.99 USD is better than nothing I guess.

  • Moderatorscrimshaw on 21/12/2017 - 11:39

    The thread is now closed and marked as SOLVED.

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