ZAGG's International Delivery Service Slipping?
I'm new here and am sorry that my first post here is a negative one about ZAGG's Keyboard Case which has received such rave reviews (both on their products and their service) and which has drawn me to order it to be delivered to Hong Kong, where I live (Those who ordered this product from the US most likely didn't experience what I experienced and have therefore largely praised their service).
Quick run down of events: Ordered the Keyboard Case (for iPad 2) on the Internet on 15 May 2011 (USPS Priority International, says 6-10 business days to be expected). Checked my Order Status and it says: "On-Hold". After several days, it was still On-Hold so I wrote to ZAGG. They promptly shipped the product on 24 May 2011 citing "out-of-stock" problem. My alarm bell was ringing because there was NO WARNING on the site to say the product was out of stock albeit temporarily. Waited, and waited and on 8 June 2011, wrote to complain again. They said sorry your item was selected for random review of order accuracy and QUALITY CONTROL (mark those words). This is even more puzzling as I was complaining about late delivery, not late dispatch for delivery. The product was said to have shipped on 24 May 2011, I don't know when they conducted their review, before or during delivery? But that to me didn't add up. In that email they promised delivery by 13 May 2011. On 10 June 2011, it arrived. Alas. All the delay was forgiven. Unboxed it. It was such an incredible product. So cool. What I saw next shocked me: the ZAGGmate WAS WARPED!!!!!
Notice this has been almost 1 month since I ordered and delivery was long overdue. To get a defective/damaged product when they said the delay was due to review for QUALITY CONTROL?
Can anyone advise what I can do under your US system? I've since written back to ZAGG and they replied they'd re-fulfill my order but hang on a minute, another 1-2 business days for the re-fulfillment order to ship, another 7-10 business days for it to arrive? What if my order is RANDOMLY selected for review of quality control AGAIN? Here on this site there's a ZAGG guy and I think he should answer to this.
In any event, prospective international customers beware. My order confirmation no. is #IC3521108 if anyone wants to check.
ZAGG's International Service - Help Needed
Appreciated your comments. As I was trying to say in my post, I didn't expect everyone to experience the same (poor) service I received. Perhaps, I was being unlucky.
Update: I wrote back to complain, among other things, that ZAGG asked me to send the damaged item back, apparently at my own cost. Another update: ZAGG said most likely the item was damaged during transit. I told them the packaging box was not warped/bent and displayed no fold/mark corresponding to the damage or corresponding to anything, for that matter. Basically, the box was not bent/folded at all. ZAGG's reply: (words to similar effect) I think your email has been dealt with (by the offer of re-fulfillment), thank you for doing business with us.
Question is, if anyone here can help, am I obliged in these circumstances, to ship the damaged item back to ZAGG AT MY OWN COST, under the US system? Or any system of a fair society for that matter?
Another question is, the curt answer given by ZAGG: is that what you'd expect from a company like ZAGG?