Problems? See this thread at archive.org.
Upon the numerous good reviews I found both at Notebookreview.com and across the internet (notably the EEE user forms and macrumors.com), I purchased a 13.3" Viewguard matte screen protector for my UL30 -- for some reason, Asus chooses to use incredibly glossy screens with poor viewable angles on their thin-and-lights, and I was looking to remedy the issue. I placed the order on 12/15/2009, and received it shortly before the holidays.
Unfortunately, the screen & accessories I received were defective. The screen itself had a dent in it (think if you took a screen protector and put a nice little crease in the middle of it), and the anti-static microfiber cloth they provided had begun to disintegrate, leaving small little black dots on my screen. On 12/29/2009, I filed my first request for an exchange. This began my one and only semi-positive interaction with Viewguard customer service, who recommended I use scotch tape to remove the bits of cloth and did nothing to address the dent. Undeterred, I went ahead and applied the protector to my laptop to see if the dent would be an issue.
Unfortunately, the dent was too big to ignore. I took a photo of the issue and added it onto my existing ticket, with no response for a week. Annoyed, I re-emailed my photo and issue on 1/5/2010, and again on 1/19/2010 requesting an RMA number (as instructed on their exchange form on the website). I also attempted to contact customer service via telephone on 1/7/2010, only to be on hold for upwards of 25 minutes before giving up. During this time, I also utilized the online form to report my now month-old issue.
Fast-forward to 1/25/2010; incensed, I opened a brand new ticket describing my issue and requesting an RMA number. Again, no response. I followed up on this ticket a week later and heard nothing, despite the promise of a reply "within 24 hours" as stated on the automated e-mail. At this point, I began to lose hope of receiving a reply via e-mail, and began to call.
I called three times within the month of February -- at this point, I realized that Viewguard's customer service department is likely outsourced, as the excuses I received from customer service reps about my lack of service ranged from "busy supervisors" to "trouble with the ticket system". Each time I asked for return authorization, I was told that the representative would have to check with his/her supervisor and get back to me (which of course, never happened). Finally, at the end of February, I was told to just send in the defective screen protector, no RMA number required. A bit skeptical, I printed out all my communications with Viewguard customer service and mailed everything in.
On March 10th, I received an e-mail that my return had been received and that I would be getting a replacement within 7-14 business days. I called Viewguard again on March 24th to inquire about the status of this request -- the representative informed me that she would "e-mail them" and tell them to expedite my exchange, as it had not yet been processed.
Fast forward to today, April 13th, 2010. I called again to ask about the status of my return. Again I was told that it had not yet been processed, and that I would have to wait for the representative to send another e-mail over to get it processed.
It has been nearly 120 days since my original order, and I still do not have my replacement, nor any word of when it is coming. This is easily the worst customer service experience that I have ever had, and I highly recommend that you avoid Viewguard (and their parent company Intelligen LLC) if you are in the market for screen protectors.
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Don't buy from Viewguard.
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QFT lol
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Customer Complaint: Viewguard Screen Protectors.
Discussion in 'Accessories' started by spike095, Apr 13, 2010.
