The IT Nerd

Okay, I’ll admit that the title is kind of cheezy. But it is how I feel given my experience with the Zagg kiosk in in Toronto’s Fairview Mall. Now frequent readers will recall that I reviewed their InvisibleShield Glass screen protector for the iPhone 5S. Well, just this week I put my phone in my pocket in a server room so that I could have my hands free. When I took it out about 90 minutes later, the screen protector was cracked. What appears to have happened was that I put the phone in my pocket without closing the cover of the case it lives in (as that covers the screen) and my keys which were in the same pocket pressed against the screen protector cracking it. The good news was that the actual screen was fine.

Clearly, that was not the best thing that I have done lately.

Thus, I took a trip to Zagg to buy another one and get it professionally installed. When I explained what happened to the person who was working at the kiosk and I pulled out my credit card to buy a new one, he told me to put the credit card away and hand over my phone. He then did the following:

1. He removed the damaged screen protector and placed it into a book that seemed to have other damaged screen protectors in it.
2. He then had me fill out some details on the page that he put the damaged screen protector on and sign it.
3. He cleaned my phone and installed a new screen protector.

I tried to pay for it again (after all, I had damaged it so I felt that I should pay for it) and he refused politely. I have to admit that I am blown away by this. The reason being that this person who’s name I never got just did what needed to be done to resolve the issue with no fuss. That is outstanding customer service and something that should not only be praised, but publicized. Now I am sure that Zagg is looking at the damaged screen protectors so that they can improve their product. Thus this is likely a cost of doing business for them. Having said that, the fact that they replace these for free creates a great impression that you simply can’t buy.

Kudos to them!

This entry was posted on July 30, 2014 at 4:25 pm and is filed under Commentary with tags Zagg. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.