David wrote in to tell us how he bought a cell phone, accidentally ruined the screen protector, then sought out the phone-condom manufacturer Zagg to try to buy a new one. What happened next was the stuff of a Frank Capra movie. Check out his story to see why David has gone Zagg-nuts:
I just wanted to pass along a story that I thought was a company going Above and Beyond anything that they had to do in order to satisfy a customer.
I recently bought a T-Mobile G1, and being paranoid, decided to get a screen protector for it (my hands get dirty a lot, not good with a touch screen phone). I searched around and found Zagg, who make the InvisibleShield for the G1. I ordered it after watching the bowling ball test and anxiously awaited. The small things in life, you know?
When the InvisibleShield came I got right to work. Washed my hands like they say, sprayed the solution on my finger tips like the suggest…and promptly dropped the protector sticky side down onto a magazine. I peeled it off, but try as I may, I couldn’t get the ink off. I thought I was out $16, and I was furious at myself.
I thought that maybe it would be possible to buy just the screen protector (minus the solution, squeegee, etc) for $5-$10, cheaper than the kit, but still costing something. After all, it was totally my fault, and I readily admitted this in the email I sent to customer service. I figured all I would get would be either “Sure, we can sell that to you for $10,” or “Tough luck, you need another kit.” I was ready to accept either.
I got an email back from Betty C. kindly explaining that the lifetime warranty is only good for parts that are worse-for-normal-wear. In this case, though, they were going to send me a replacement kit free! Along with free shipping! I couldn’t believe it. It was entirely my fault that it got dropped, and they were sending me a free screen protector and shipping on them. I got the replacement about 4 days later, and all has been well.
I know it’s not a $1,500 laptop, or a $400 Xbox 360, but it was Above and Beyond nonetheless. Thanks Zagg. When you could have profited, you chose not to, and have a customer for life.
Now, if we can only convince Zagg to start manufacturing $1,500 laptops and especially $400 Xbox 360s.
(Photo: Device Daily)