ComplaintsforinstaProtek LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the instaProtek liquid glass protection from version when I bought my phone. I was told it covered your phones glass cracking or breaking if you purchased it. My phone was shattered and no way to open it up and transfer anything from it. I took it to version and was told to file my warranty with asurion for them to replace my phone and with instaProtek to cover my warranty with my glass. My phone was replace the next day but instaProtek has given me the run around for over a month about giving me the $200 refund they say they will cover if your glass brakes. Now they say since I didnt call them first and let them decide if my phone wasnt repairable or not and spend days without a phone now they wont cover my refund. I think this company is a total scam and give you the run around so they dont have to full fill their obligations of paying you a refund.

  Business response

  08/14/2024

  Hello *******,

  I am following up to your complaint. We understand the importance of having a working phone. However, very specifically stated in the Simple liquid glass screen protector terms and conditions for the $200 product guarantee, it states that if you file a claim with asurion for device replacement, ********************** will provide reimbursement for the deductible asurion charges. The terms and conditions also explain that before you replace the damaged device (screen) through asurion, you need to contact instaProtek in order for us to validate the claim. We understand your screen was damaged beyond being able to turn on the device. after further review of your situation, instaProtek will reimburse you for the $99 deductible asurion charged for device replacement. Someone from the instaProtek customer support team will be reaching out to you to discuss your preferred reimbursement method. Let us know if you have any questions.

  Regards,

  ***** High

  Customer response

  08/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have an insurance claim , which has been approved effective 4/26/2024. To date , after several calls and contracts, I was told they were having difficulty with whomever printed their checks. The check option was offered by them for a cost to me of $12.99. Honestly providing my banking information did not seem prudent.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had purchased Instaprotek liquid screen protector. I submitted my claim, stated there was a deep scratch or crack (i could not tell the difference) submitted photos. And even called it a scratch in the email correspondence. The claim was approved to be repaired on 7/11/24, I was then instructed to pay out of pocket to have my screen repaired. I took the phone to be repaired 7/20/24..now the company is saying they will not reimburse my $250 because they dont cover scratches. This was always a scratch...if they needed me to verify with the repair company prior to paying for a repair i would have. If they had said we do not cover scratches we do not approve your claim, sure no problem. I would never have paid for this repair if the company had not approved my claim and told me i would get a $250 reimbursement. I have tried to ger in contact with management with no success. I am just requesting the reimbursement for the approved claim. If it was not a covered item it should not have been approved.

  Business response

  08/02/2024

  Hello *****,

  After speaking with our customer support team, we are reversing the claim denial. Based on program terms and conditions, scratches are not covered. However, given the fact your claim was initially approved we will honor that decision and reimburse you for your screen replacement costs. Someone from our support team will contact you shorty to complete the reimbursement process. Sorry for the inconvenience this has caused you. Let us know if you have any other questions.

   

  Regards,

  ***** High

  Customer response

  08/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to register my product it only has the barcode and it does not have the ** Code for me to continue registering my product. The back of the box does not have PIN number to add to continue with the registration.

  Business response

  07/23/2024

  Hi ******,

  I am following up to your recent complaint regarding not being able to register your PowerLab case. We have reached out to PowerLab for clarification as your case product is not identified as an active model to the warranty program. Sorry for the inconvenience. We are working towards resolving your issue and will follow-up once PowerLabs provides an update.

  Regards,

  ***** High

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this screen protector for my son's new iPad. We were never told that we needed to register the product at all. We were only told about the $200 screen repair guarantee as stated on the packaging, so we decided not to get the insurance since it stated that they would cover the repair. Within two months, my son's screen shattered after slipping out of his hands about four inches off the ground. When we went to file the claim, we were told that because we didn't register the product within 30 days, they could not help us. Nowhere on the packaging does it say that we needed to register the product within 30 days, it only says that they "encourage" you to register. No time limit is stated. When I called customer service, they blamed the store associate for not informing us. The fact is that the packaging says NOTHING about the 30-day registration deadline. It only has information about how to make a claim. This is extremely misleading and the fact that they blamed the store associate when their product packaging says nothing about the registering timeline is really bad. They refuse to help us, so we are left with no other option than to file this complaint. This iPad is my son's and it's his money that they are taking. It's wrong and extremely dishonest to operate this way. We would like the company to please honor their $200 screen repair guarantee as stated on the packaging and supporting materials inside the package. There is ZERO mention of the 30 registration requirement.

  Business response

  07/03/2024

  Hello ******.

  I am following up on your recent complaint. After speaking with our customer support team, they have agreed to change the initial decision and will complete the claim process. The next step is for the support to receive an uploaded copy of your repair receipt. Please submit at your earliest convenience. Once received and validated, you will be reimbursed based on the repair cost up to $200. Let us know if you have any further questions.

  Regards,

  ***** High

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the instaprotek from a ******* Store. They installed the protective screen on my phone. This was on 3/28/24. I registered through the app as instructed by the salesperson. Last week my screen cracked. I tried to file a claim through the app, however the app showed the purchase date and the 1-year anniversary date as the same year. I emailed support and after 6 emails later with the same response, my screen is not fixed as promised. They advise me to retry through the app. and take a picture of the response and email back. Which I did. I paid over $60 for this. I have never cracked a screen before. I want my screen or phone either replaced or fixed as promised.

  Business response

  06/20/2024

  Hello ******,

  I am following up to your recent complaint. After speaking with our customer support team, it's my understanding they reached out to you directly and have successfully completed your clam from earlier in the week. Sorry for the inconvenience. Let us know if you have any other questions.

  Regards,

  ***** High

  Customer response

  06/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got the instaProtek warranty I was approved for the claim also approved to be reimbursed on the status says paid however it had not been called the number and they said wait 24 to 48 hours well that time came and went and still nothing was to be paid via PayPal

  Business response

  06/03/2024

  Hello ****,

  Sorry for the delay with your PayPal reimbursement. After speaking with our customer support team, it turns out that we had a wrong email address entered. It will be corrected today and sent to your PayPal account. Let us know if you have any other questions.

  Regards,

  ***** High

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a protective gel coating for my daughter's cell phone from instaProtek with the understanding that should her glass crack, I would be covered for up to $200 to replace the glass. Recently, she cracked he glass, I submitted a claim, and was approved for repair. I was told to have the phone repaired and I would be reimbursed. On April 28, 2024, I had the phone repaired for under $200, and submitted my receipt. On April 29, 2024, I received an email saying that my claim was closed. On May 1st, I contacted customer support through their web-chat service, and asked for clarification: am I being reimbursed or not. I was told that I was not being reimbursed to be fair to other customers. I was informed that I only had 30-days from the date of approval for the repair to have the phone repaired, and that no exceptions could be made, again, to the fairness of other customers. Strangely enough, if I look at their app and the status of my claim, no where on the claim status page does it say that my claim is closed. Had I known it was closed on the 29th, I would have reconsidered having the phone repaired. Furthermore, I do not see the justification to have this 30-day limit from approval to repair other than to tell customers, "We got you! You were too slow and now we don't have to pay you!" When I asked, "If I knew that my claim was closed, could I not have simply opened a new claim to get a new 30-day window?" I was told, no, you only get one claim: so I only get one claim, and if I can't have it repaired in 30 days, it ***** to be me? That seems predatory.

  Business response

  05/09/2024

  *****,

  Following up on your complaint to the BBB. We apologize for the inconvenience. The program terms and conditions are written to effectively manage product guarantee programs. That said, after reviewing the timelines from your claims process, the claim denial has been reversed and or customer support team will be reaching out to you over the next few days to complete your reimbursement. Let us know if you have any further questions.

  Regards,

  ***** High

  Customer response

  05/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the phone, I was never told to register. Upon looking at one of their cards it still doesnt say a timeline. My phone was cracked in 6 months. The company said there is nothing they can do. This is a horrible product and such a scam!

  Business response

  05/08/2024

  Hello ****,

  Our customer support manager shared that she connected with you regarding your complaint and explained the ******* retail store has replaced your phone. She also explained the Simple screen protector product was mis-represented by a sales rep in the store. Sorry for the inconvenience. Let us know if you have any further questions.

  Regards,

  ***** High

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the liquid glass screen protector on my iPhone 14 Pro *** through ******* since they told me it has a lifetime warranty. About 6 months in the whole screen shattered so I went through the claim process but it turns out theres only a one year warranty. I verified through ******* that they have been told the product has a lifetime warranty but going through protek after registering the product, they only give you 1 year from the purchase date along with having to pay out of pocket to repair the screen then maybe reimbursing you if you do do within a month and submitting all required documents they request. Also they have to approve your claim for how your screen broke in the first place. So now Im out a screen protector and phone screen since you have to replace both. Company is a total scam, do not buy

  Business response

  04/18/2024

  Hello,

  I am following up on your recent complaint. We apologize for the inconvenience. After speaking with our customer support, your claim has been approved for repair. However, they have not received a repair receipt from you. Once received, we will process your reimbursement. Let us know if you have any other questions.

  Regards,

  ***** High

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩