Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Representative; I purchased TechMatte amFilm screen protectors for $6.99 + tax ($7.60 total) & an Otterbox case for my new iphone in October 2018. The case had a screen protector so I put the amFilm aside. There was no warning of possible screen damage or expiration date on the amFilm package or instructions. On 10.18.23 I removed my phone from the worn case. My phone was in excellent condition having been in the case since new. I carefully followed the written & video instructions & installed the amFilm product. The wet wipe solution caused the top layer of my screen to partially separate, permanently damaging it (please see attached images). I contacted TechMatte but they haven’t shown any concern or taken any responsibility for the damage their product caused, only offering a replacement screen protector. I’m deeply disappointed in this product and the failure of TechMatte customer support to take responsibility for the damage their product caused, and I’m concerned that other consumers be alerted that this product may damage their device. I have all correspondence with TechMatte available upon request. Thank you for your consideration.

  Business Response

  Date: 11/10/2023

  Dear Valued Customer,

  Thank you for bringing this matter to our attention. After a thorough examination of the submitted pictures and a detailed review of the complaint, it has come to our notice that there are two screen protectors installed on the phone. It is possible that an old screen protector was previously installed and not removed, with the new screen protector then installed over it.
  To address this issue, we recommend gently lifting the screen protectors at one of the corners and carefully peeling them off in one piece. Once all installed screen protectors are removed, please ensure to clean the screen thoroughly before installing a fresh, new screen protector.

  We would be delighted to send you another replacement screen protector for your phone, and rest assured, there should be no damage caused by the screen protectors. Please keep us informed about your findings, especially if there is any issue with the screen protector removal and your phone.

  When reaching out to our support team, kindly provide your order number and reference the BBB complaint. We will be pleased to offer further assistance. We genuinely appreciate your support in trying out our product. Your valuable assessment has played a vital role in our ongoing efforts to enhance our products and services. Here is our support email address:
  
  *********************

  Respectfully,

  TechMatte, Inc.

  Customer Answer

  Date: 11/11/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********

  On Oct 18, 2023 I sent TechMatte customer support a detailed explanation that I had just installed their product for the first time, never installed another screen protector on my phone, and never used their product with any phone case, and sent them the images of what appeared to be screen damage.
  
  
  It was only after I submitted a complaint to the BBB that they examined the images I originally sent and discovered two screen protectors. Apparently two of their screen protectors were stuck together and packaged as one.
  
  
  I have carefully removed them and confirmed my phone screen is undamaged. I withdraw my request for a refund or damages and decline their offer of replacement screen protectors.
  
  
  TechMatte could have avoided this BBB complaint by examining the images I sent and providing their posted response when I originally contacted them. I thank the BBB for providing this forum and their assistance in resolving this matter.

  
  Regards,
  
  ****** *******