02-25-2019 08:38 AM
I purchased a Zagg Protector for my Samsung 9 that I also purchased same day from Best Buy. The best buy employee at the Verizon desk told me the Zagg was great because of the lifetime warranty, if anything happened to it I could come in and they would replace with a new one, even install it since I also purchased the installation. Well 2 months later the protector shattered. I took it back to Best Buy with my reciept and all the orginal packaging. The customer service girl was annoyed that I would walk in with a Zagg and informed me that I need to contact Zagg pay the 5.99 in shipping and they would send a new one. This was not what I was told when I bought it. I asked to speak to the store manager, who treated me as if I was dishonest and that I was trying to get one over on him. I was very upset, Best Buy is one of my preferred stores, I've bought countless cell phones, accesories, at least 4 PCs, 2 refrigerators, a washing machine, a dishwasher, a Onkyo reciever, sony speakers, this is all off the top of my head. I've never needed to return or use of a warranty on anything. Now the store manager is treating me like a criminal over a cell phone protector. I did visit the Zagg website, they want 14.99 to send a new one. Also different then what the girl at costumer service desk told me. This is not the level of service I expect from Best Buy, is there something corporate can do to do to renew my faith in Best Buy. I have not done anything with the old screen yet, in hopes that this store Manager is not a true representation of the Best Buy I have come to trust.
02-25-2019 01:55 PM
Welcome to our community! Thank you for choosing Best Buy for your Zagg purchase. Zagg is one of my personal favorite brands as I adore their warranty. We appreciate the time you’ve taken to share your experience with us.
Our Return & Exchange Promise shares that we’d be unable to return consumable items like a screen protector. Partnering with Zagg to fulfill their warranty would be the best option available. We’re sorry to hear if incorrect expectations were previously set with you regarding how we may be able to assist in these kinds of situations. Also, we’re sorry to hear that a leader at one of our store locations may not have handled the situation as professionally as expected. I understand how that could add negatively to your overall experience. Can you please share which Best Buy location you had made your purchase at? We’d be happy to share your feedback and experience with them.