Updated: ZaggMate with Keyboard for Apple iPad – Issue Resolved By Great Customer Service

Updated – 01/27/11 – Kudos to Zagg for responding quickly and resolving the issue (see below). Well done!

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IMPORTANT TIP FOR ZAGG WITH KEYBOARD OWNERS

Don’t use the USB charging cable that came with the Zagg with Keyboard. This cable has small tabs that keep it secure in the unit. Unfortunately, the pressure required to remove the tabs also unseats the charging unit. Do yourself a favor and get a standard micro USB cable with out the tabs and use that.

One of the things that kept me from buying an iPad for so long was the fact that I don’t type well on glass keyboards. Whether it’s a phone or tablet, I have yet to find a glass keyboard interface that just works with my fingers. So, when I saw the ZaggMate with Keyboard banner ads plastered all over the tech websites I read, I decided that maybe it was time to take the plunge, buy an iPad and try the ZaggMate.

The Zaggmate with Keyboard offers an attractive compliment to the iPad, providing a steel case and bluetooth keyboard

I bought my first ZaggMate with Keyboard through my local Best Buy, getting the last one in stock just before Christmas. My initial impression was that for $100, this product was a steal. Very nice brushed metal finish that matched the iPad case perfectly and the iPad fit snugly inside the case. I like this, because I’ve been traveling a lot lately and I want my iPad investment to be protected. The bluetooth keyboard is definitely smaller than a netbook keyboard and felt slightly cramped, but I didn’t think it was anything I couldn’t adjust to. The keyboard paired in 30 seconds and I was up and running. The micro-USB charger is the same as the one I use for my Samsung Moment, so it didn’t bother me that the keyboard doesn’t charge using the standard iPad charger.

Unfortunately, when I plugged the charger in, I noticed that the blue charging indication light was flickering. After wiggling the USB cable, it was obvious that there was a poor connection in the cable provided with the product, or in the Zaggmate with Keyboard itself. After testing with a different cable, it became apparent that there was a connection problem within the product itself. This was unsettling. I was immediately concerned about the manufacturing process used to build the product. I wasn’t willing to shell out $100 for something that was just going to end up being a simple case because I couldn’t charge the keyboard anymore.

So, I reached out to ZaggMate with the following email:

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From: Me
Received: 12/7/10 3:32:39 PM MST
To: [email protected]
Subject: ZaggMate quality?

I recently purchased an iPad at BestBuy and decided to buy the ZaggMate + Keyboard as my case/keyboard option. I wanted to share my experience with you. While I love the look and slim profile of the ZaggMate + keyboard, when I tried to plug in the item, the charging light did not light up. After wiggling the USB cable, the light did flicker, but did not stay lit. I determined that I could prop up the cable to keep it charging, but I’m not willing to accept a product that I have to make work. I purchased the iPad because I want superior quality over the competing Android tablets and I expect that the accessories (both from Apple and 3rd party vendors) meet the same exacting quality as the iPad.

I returned the ZaggMate + Keyboard to BestBuy this evening, only to find that there isn’t another item available within 40 miles of my location. As a result, my options are to either buy directly from Zagg or to go with a competitor product.

I guess I’m looking for some assurances that if I order through Zagg and wait to have it delivered, that I’m not going to be disappointed with the product. I want to know that the item that is shipped to me has been through quality control and I’m not going to end up with something that breaks on me quickly. I travel a lot and need my devices to function and function well and since the ZaggMate + Keyboard is priced even higher than some of the Apple keyboards, I expect that quality to be very high.

Can you confirm for me that these products are manufactured to a high standard and are put through quality assurance testing? I don’t want to order another item if it’s not going to meet my needs.

Thanks!

–Sean

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The response I got was a fairly canned response response from Customer Service, indicating that they weren’t aware of any issues with the charging light.

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Hello Sean,

Thank you for contacting ZAGG, where we are zealous about great gadgets! My name is <Name Removed> and I appreciate the opportunity to assist you.

In response to your e-mail, I would like to apologize for any inconvenience that may have been caused. Our products do go through quality control and we back the ZAGGmate with a 1 year replacement warranty.  We have not heard of any reports with the charging light not working however I have forwarded your feedback to management.

You can see more about the ZAGGmate here:

http://www.zagg.com/accessories/zaggmate.php

If you have any further questions or concerns, please feel free to contact us. Our phone number is 801-263-0699 or toll free at 800-700-9244. Our office hours are Monday through Friday, 8 AM to 8 PM, Mountain Time.

Thank you for choosing ZAGG! We appreciate your business.

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In a followup email clarified that the light wasn’t the issue, that the charging port appeared to be the problem, but didn’t receive any follow up. Deciding to go ahead and take the risk, I waited a few more days and found another unit at a different Best Buy and picked it up.

For almost 30 days, I have been a huge fan of the unit. I took it on multiple business trips, wrote quite a few blog posts using it, and took meeting notes with the keyboard. I loved the fact that the keyboard offers a full set of arrow keys, something that the iPad is lacking. I used the keyboard for probably 8-10 hours after the first charge, so it held a charge for quite a long time. I even live-tweeted from a recent conference with Brian Solis and Jason Falls and the combination of the iPad and the Zaggmate with keyboard proved to be the perfect live-tweeting combo.

The Zaggmate plus Keyboard was a perfect live-tweeting compantion for the iPad during a recent conference with Jason Falls

In fact, my next complaint about the unit came when I tried to charge it. I plugged it in using the provided USB cable, let it charge overnight and then, when I removed the cable the next day, was greeted with the most unpleasant surprise….the entire charging unit came off with the cable (see photo below).

Once again...I have a charging issue with the Zaggmate plus Keyboard

Really….REALLY?!?!? A second unit with a problem with the charging system??

At this point, I have reached out to Zagg for a warranty replacement since the product comes with a 1 year warranty, but have yet to hear back from them. We’ll see how smoothly their replacement process goes.

At this point, I would really have to recommend that people avoid this product. While I love the keyboard and the case, I need tech tools that work flawlessly and for the price, I think that isn’t too much to offer for this product. I find it hard to believe that I got the two units with this flaw.

I’d be curious to hear whether others have had the same or similar issues with the charger on the Zaggmate with Keyboard. Leave a comment if you have additional info to share. I’ll update this post as the details unfold.

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Update 01/27/11

Obviously, Zagg is paying attention to the social space and cares about their customer issues. On Tuesday, I received a call from a Zagg representative letting me know that my replacement unit was on the way, including a return shipping slip for the defective unit. I also received a followup comment on the blog post, confirming that there had been an issue with a batch of units, but the process had been resolved.

As promised, I received my replacement unit and as a courtesy, Zagg added their Invisible Shield coating to the new unit, which is really nice. The really nice thing about this whole process is that Zagg resolved the issue before my old unit lots its charge, so I wasn’t without my Zagg with Keyboard at any time.

Well done, Zagg…a great product accompanied by great customer service. I’m not sure I can ask for more and you have earned a repeat customer.

–Sean

  • http://twitoaster.com/country-us/socmedsean/ socmedsean

    New post: ZaggMate with Keyboard for Apple iPad – Beware Of Potential Issues http://www.socmedsean.com/2011/01/24/zag… #ipad #zagg

  • ZAGG

    Sean,

    I am terribly sorry to hear about experience with the Charging port on the ZAGGmate. We have sold thousands and thousands of ZAGGmates and have had only a few with a similar issue. Nevertheless, even one bad USB port is unacceptable to us. We did have a batch with some units that did not get enough solder on that port. I’m assuming your 2 came from that batch. Of course, we have remedied this, but this is probably no consolation to you.

    I apologize for the inconvenience this must have caused you and I know our customer service department has already tried to contact you.

    I can assure you, this is not a pervasive problem, but it’s as unacceptable to us as I’m sure it is to you. Please accept our sincerest apologies and we expect that you will love your next ZAGGmate.

    Thanks,

    David
    ZAGG

    • Sean R. Nicholson

      David,

      I appreciate the response and I did receive a phone call today from Eileen letting me known that a replacement unit is on the way. As I mentioned in the post, I was a big fan of the device while it was working and hope that the replacement will work as well as I expect.

      Thanks again for the response and I hope to have a positive update to this blog post soon.

      –Sean

    • Melinda Robino

      Glad you got such a good response from Zagg. My keyboard just died after two years gentle use. Bye bye 90 bucks. They said there was no way to fix it and they just don’t have any more of that type of keyboard to replace it. They did offer me $10 towards a new one. Another $80 bucks on something that will quit in two years. I don’t think that’s a good deal.

  • TampaJake

    Thanks for the post. It was very helpful. I purchased the ZaggMate about 3 weeks ago and I am now having similar charging problems.

  • Michelle

    I had the same thing happen with mine!!! The entire charging unit pulled out with the cable. I just wrote Zagg, hopefully they will be able to offer me some options because I am very upset at this for a $100 product. :(

    • Sean R. Nicholson

      Sorry to hear about that, Michelle! Definitely put a ticket in via Zagg’s website, but you might also reach out to them via phone or Twitter. I found there warranty service request process to be a little impersonal. That is until I blogged about the issue… ;)

      –Sean

  • http://www.clarioncte.org James Kelley

    A brand new unit we use at this school will not charge – seems to be the same issue with the charging jack. Where is ZaggMate QC? This unit will be returned to the Amazon vendor as per Amazon policy on new items that are defective.

    Thank you for the forum Sean but I must respectfully disagree with your “kudos” for ZaggMate. When you bought a few months ago maybe they didn’t know there was an issue. However, it seems to me that NOW they are selling known defective products as this issue is mentioned on many websites and it is very clear that they have had more than a couple complaints!

    • Sean R. Nicholson

      James,

      Thanks for sharing your issue. It sounds as though this issue is more widespread than Zagg had thought. My Kudos was related to Zagg’s quick customer service in getting my issue resolved. I hope they are continuing to monitor this thread and the conversation and will take care of you as quickly as they took care of me.

      –Sean

  • Ravyn

    I had this exact same issue! I had no idea what to make of it, or even call it. I’ve ordered my warranty replacement and am awaiting it. My Zaggmate with Keyboard was ordered in December from Zaggmate. Hopefully that means we both got the same faulty batch and our new ones will be better. I received an email today confirming my replacement was being shipped to me! They did not offer free invisishield coating or any extras like you received, but you had to replace yours TWICE, whilst this is my first issue, so I do not hold it against them.

    • http://www.socmedsean.com Sean R. Nicholson

      Ravyn,

      Hopefully, the new one will be from a better batch. FYI, I no longer use the charging cable that Zagg included, because it has additional tabs that made it very difficult to remove, whic seemed to cause more stress on the charging element. I use a standard USB cable, instead, which doesn’t have the tabs.

      Haven’t had any issues with my third unit.

      Let me know how the replacement goes.

      –Sean

      • Ravyn

        Sean,

        I just got my replacement, and it is charging now. I took your advice and am not using the charger that came with the unit.

        I am returning the old one, but I must say, I am not impressed with the fact that they did not send me a shipping label, or even a confirmation on their address so I can be sure I return it to the correct location… holding $100 of my money hostage till they receive my broken zaggmate with keyboard, and then not sending me information on the return process frustrates me. But, as is life :)

        I am sending mine to the address listed as the “Sent From” address, and including a note linking to this webpage to explain exactly what is wrong with my zaggmate with keyboard, so your post is infinitely useful in the diagnostic process.

        I also must note, I nearly gave up and purchased a competitors keyboard, and would have had I not seen your posting! They should pay you a commission for assisting in keeping their customers, I feel, because I surely would have given up had I not found others experiencing the same issue, but being able to solve the problem so easily.

        ~*Ravyn

      • Ravyn

        My new one is broken, too! Exact same issue as before

  • Tara

    Thanks for this post – I have not been able to figure out why mine stopped charging and it’s because the cord pulled out the port on mine also. I will def switch over to a standard cable when I get the warranty replacement.

  • JH

    I had the same problem, 3 times. The port came out with my charger 3 TIMES. They really do have the best customer service though so its hard to get too upset but I think a product tweak is in order. It isn’t in batches unless I got 3 products, each a month apart, from the same batch. (In two states).

  • Irene Silverman

    Why does everyone say Zaggmate has such good customer service? I am getting a terrible runaround on email, and when you call the number they give you it’s a recording that only refers you back to the Web.
    Can anyon tell me how to reach a living employe at this place? Please?

    Irene

  • Lj

    My delete button and the “t” button is not working properly, has anyone had this problem?

  • Sarah

    I must have received one from the bad batch also, had mine less then 6 mos with no issues and now all the sudden the charge port won’t work unless the wire is propped and the backspace key is stuck! I loved It while it worked so this is terribly disappointing. Was just researching issues online when I saw your blog, I hope this 1 year warranty is true!

  • todd

    I love the zagg, but have had to return 2, yes 2!!!, the first for not working after being charged 1x, and the second for the exact problem you had, the entire charging element came out, I am waiting for my replacement as we speak….

  • Mike

    I just got mine and it won’t even charge. Awesome.

  • Jao Hem

    Lately number 5 & 6 on my keyboard is working. Please help. Thank you.

    • http://www.zagg.com Sharlee

      Hello,

      My name is Sharlee and I currently work for ZAGG Inc. I’m very sorry to hear that the number 5 and 6 keys aren’t working on your ZAGGmate. This is not an issue that we’ve heard of happening often and I would love to get a replacement sent out to you as quickly as possible.

      Please feel free to contact me directly via email so that I can help assist you with this issue further.

      All the best,

      Sharlee

      • Eric Standring

        My Zaggmate with keyboard will not charge. It never worked. Would Zagg please contact me for a replacement?

  • David Sislowski

    I bought my unit about a month ago. It charged fine and I have re-charged it twice without issue. BUT, now the power switch is broken and I can’t turn the unit on to use it as a keyboard. So it’s a $100 nice aluminum jacket for my iPad!! I entered info online for a replacement (and what a weird process that is), but I haven’t received it yet. It’s only been about a week.

  • http://www.zagg.com Sharlee

    David,

    I’m very sorry to hear about the issues you are currently having with the power switch on your ZAGGmate. This is not a common problem and I’m sure that once you receive your replacement ZAGGmate, you will be more than happy with the new unit.

    If you do experience an issue like this, for future reference, please feel free to contact our customer service department and they would be more than happy to help assist you with any concerns that you may have. Our customer service number is 1-800-700-9244

    All the best,

    Sharlee

  • Tennyson

    Just bought a Zaggmate at Best Buy and it is taking a long time do sync via bluetooth (when it even does it). After it is synced (if im lucky), if i type H it will show HM, C letter is not showing and some of the other keys are also misplaced around the keyboard.
    Shame on Zagg, cause i bought it in Vegas e now im back in Brazil Sao Paulo with a defective product that cost me 100 bucks.

  • Ismail

    Hi,

    what a pity i didnt see your blog before i made the purchase. i have now returned to South Africa and guess what …… the entire charging unit came off with the cable when mini USB was removed.

    Now what do I do?

    Ismail

  • Mary J

    unreal. Wish I had read this sooner. Got the keyboard today and yes, the charging unit came off the first time I plugged it in. I returned to Best Buy, got another one, and this one is okay so far, but it’s not properly lined up so you have to push it together before you can plug it in. I googled the problem and found this. I don’t have a good feeling about this.

  • Bobby

    I am now ready to return my second zag due to power issues. I am very disappointed and I don’t want a replacement that will simply have the same issues. This to me is bad business and I think zaggmate folks need to come clean!

  • Lewis Balentine

    I have the Logitech keyboard by ZAGG for the iPad 2. Same problems made worse by the fact that I lost their charging cable. ZAGG tells me this is a standard micro-usb connector but strangley none of the other micro-USB cables I have will insert into their socket. I love the keyboard by w/o the abilityto charge the battery it is worthless.

    • http://www.socmedsean.com Sean R. Nicholson

      Hi Lewis,

      Be sure that you’re looking for a micro USB cable and not a mini USB. The difference between the two can be seen here:

      http://www.powerlet.com/learningCenter/usb-connectors

      I used a different micro USB adapter that came with my Samsung phone and it works just fine for charging my Zagg keyboard.

      Hope that helps!

      –Sean

  • Sherri

    I just received mine last night and charged it up all night just to discover I have the same issue. I now have a different charging cord on it but have to prop it up to get it to charge. Have not been able to use it yet. Not good!!!

  • Stephanie

    I have had my keyboard for IPad2 for a month and a half. Second time I went to charge it, today, the power port pulled out with the cord. I called Zagg and they said they don’t warranty this; call Logitech. It sounds like you guys all went through Logitech. Is this a new tack to avoid dealing with what I am getting a sinking feeling is a chronic issue? I have a bad feeling.

  • Stephanie

    Ooops. I meant you all seem to have gone through Zagg.

    • http://www.socmedsean.com Sean R. Nicholson

      Stephanie,

      I went through Zagg and they replaced my unit under warranty. I wonder if they have been bought by Logitech now and are forcing folks to go through them.

      Here’s the contact information that I have for Zagg:

      ZAGG Inc.
      3855 S 500 W STE C
      SLC, UT 84115
      801.263.0699 x-(o)
      801.281.3458 (f)
      Nasdaq Symbol: ZAGG
      ZAGG.com

      Hope that helps!

      –Sean

  • Stephanie

    Thanks Sean. I’ll try it!

    • http://www.socmedsean.com Sean R. Nicholson

      Glad to…hope it helps! Just curious, can you take it back to whoever you bought it from? When my first one went bad, I took it back to Best Buy (within 30 days) and they exchanged it for free.

      –Sean

  • Stephanie Thomas

    It has been a month and a half so no to Best Buy. Zagg again told me to call Logitech. Apparently if you buy at Best Buy you have to go through Logitech; you only go through Zagg if you buy directly from them now.

    Logitech was very helpful though (in case anyone else has this issue). They are sending out a new one. They claim not to have had this problem before. Also, Zaggmate is a Zagg product, not a Logitech. Logitech makes one that is also branded Zagg (the one I have) and they also make one that is all Logitech. They are sending the latter, so I’ll cross my fingers. Thanks for your help!

    • http://www.socmedsean.com Sean R. Nicholson

      Thanks for the update, Stephanie!

      I wonder if the folks at Logitech are aware of this post and the ongoing comments. You’d be surprised how many folks find this article via search terms for zagg keyboard issues or zagg keyboard charging issues. I hope Logitech is aware, pays attention, and continues to provide the customer service you received.

      Let us know how it goes when your new unit arrives!

      –Sean

  • http://twitter.com/SocMedSean/status/111499887572553728/ Sean R. Nicholson (@socmedsean) (@socmedsean) (@SocMedSean)

    Charging Issues: ZaggMate w/ Keyboard for Apple iPad http://ow.ly/6nZTa <– FYI @logitech

  • http://twitter.com/SocMedSean/status/124328312016351232/ Sean R. Nicholson (@socmedsean) (@SocMedSean)

    Just curious, are people still having issues with the ZaggMate + keyboard for ipad? http://t.co/EOYFk5dP

  • Nathan

    Yes, I had the same problem. Charging port pulled out. Customer service real good with Zagg, just ordered the replacement. However, I lost my cord…. so not sure if I should tell them or just send the cord from the new one I am getting back with the old one. Maybe I will just do that looking at the posts here and the advice to get a different mini USB.

    Is that what most people are doing, just getting a different mini USB cord?

    • http://www.socmedsean.com Sean R. Nicholson

      Nathan,

      I would definitely recommend NOT using the USB cable that came with the unit. Mine had two ridges that were meant to hold it in the unit more securely, but held the cable in so tight, I am confident it contributed to the issue. I switched to a USB cable that came with my Samsung Epic mobile phone and it works great and doesn’t have the ridges.

      Hope it works out, I have been using mine for more than 6 months now with no issues since I switched cables.

      –Sean

  • Sarah

    I had to get mine replaced after 6 months of use when it simply didn’t come on. Now (7 months later), the same thing has happened with the replacement. Warranty has expired, I guess, and customer service has not responded to my email. It was great while it lasted!

    • http://www.socmedsean.com Sean R. Nicholson

      Sorry to hear that, Sarah! If you haven’t already tried it, Sharlee from Zagg left a number that you can call for support at 1-800-700-9244.

      They must know that this is an issue, I wonder if they might extend the warranty for this particular flaw. Let us know if you are able to reach them!

      –Sean

  • Rick V

    I am having the same issue. I am totally dissappointed with my keyboard unit. i work for a fortune 500 company where we all try to stay on top of the newest rends in electronics and I have repeatedly told my colleagues about my issue. I am sure Zagg does not want or need this type of publicity but the truth is the truth. It turned out to be an expensive, low quality product and I will not buy another electronic product from that company. Great idea, terrible execution but hey, it is what it is.

  • http://www.socmedsean.com/zaggmate-with-keyboard-for-apple-ipad-beware-of-potential-issues/ Sabine

    Well I am really sorry that this blog wasnt around when I purchased this unit for my Dad last March. He had a sudden stroke in the hospital the morning after a total knee replacment. He was left with Apasia and Apraxia and a substantial amount of communication difficulty. We bough at IPad and used apps to help practice articulation and improve his speech. I thought he should also have a keyboard along with the Ipad so bought this one. It has probably been used a dozen times and now that I have it in my possesion the second time I charged it . Guess what? Yup . Contacted Zagg and was told I couldnt submit a warranty replacement due to there being a 4-5 week back order delay. REally. Now today I see they are offering their 40 dollar ear buds with the purchase of Zaggmate with keyboard for I pad 1, which is exactly what I am waiting 4-5 weeks for . The website says ships within 5-7 business days. I am really unhappy about not getting one sent back immediatley. So the line I was fed yesterday was nothing more than an issue of not being able to sell the product on hand due to the necessity to fullfull a promotion? I don’t think so . There was a phone number to call a few posts back. Was this someone specific in customer care? Management? I would love to have a number from someone other than a warranty or sales associiate. If someone could provide this I would be very pleased. I can’t believe I can go online and buy the identical unit I am waiting weeks for with a promotional ear buds right now as we speak, but a replacement does not get priority. Very bad form Zagg. Very bad form

    • http://www.socmedsean.com Sean R. Nicholson

      Sabine,

      Sorry to hear you have run into this as well. Try calling this number:

      801-263-0699 and see if that gets you to their main office.

      Be sure to let them know that you’re experiencing the same USB charger issue that has been documented here. It really seems to be pervasive across all the units, not just a few. I have been very, very careful with mine and have chosen not to use the cable that Zagg provided and mine has lasted almost a year now.

      Let us know if Zagg steps up and resolves the issue!

      –Sean

  • Leslie

    The EXACT SAME THING happened to me!!! The whole thing just came out when I pulled out the charging cable!!

    I called the place where I bought it (mall kiosk) and they said that I had to return the item to Zagg directly. I called Zagg and they told me that I had to PAY MY OWN SHIPPING!! I said that this was simply unacceptable to me and that I had only had this ZaggMate for two months and it was ALREADY BROKEN.

    She then went ahead and offered a “one time courtesy” free shipping number to me, but was very robotic about her customer service.

    And NOW, I wait “1 to 2 days for order processing” and another “7-10 days for the item to ship”. In the meantime, I have a keyboard that I cannot charge. It functions as a case, but I could have spent less than $100.00 on something that would do that.

    I’m NOT impressed with Zagg’s customer service policies and procedures. I would NOT go out of my way to purchase from this company again, even though initially I LOVED this product and raved to all of my fellow iPad owner friends about it.

    Thanks for sharing your own story!!

    • http://www.socmedsean.com Sean R. Nicholson

      Leslie,

      Sorry to hear you’re running into the same issue. I wrote this article about a year ago and it still appears that Zagg is churning out a product with an obvious defect. I have been very, very careful with my third case, since the first 2 broke and I don’t use the USB cable that Zagg provided since (I believe) the tabs on their cable cause the issue.

      Unfortunately, it also sounds like Zagg customer service is taking a nosedive, as well. They were quick to respond to me a year ago, but from recent comments it sounds like more and more people are getting the big brush-off.

      I know Zagg was monitoring this post for a while and responding to comments, so maybe your voice will be heard.

      Let us know how it goes as you get it resolved.

      –Sean

  • http://www.herbertprins.nl Herbert Prins

    I have got the same problem my zaggmate is one year old and there is no USb port anymore. Is there a dutch customer care?

  • Mandie Burns

    After really looking around I thought by now Zagg would of had the usb issue taken care off, so I ordered a new Zagg keyboard for my iPad that is a first generation….surprise-it won’t charge! The blue light comes on for maybe three minutes and then goes off. I bought this unit off Amazon and it is going back :( Too bad great concept but junky product.

  • Tracey Stahl

    I have the same issue with the Zaggmate. My Zaggmate is still under warranty and I will have to return it because it will not charge- not with any cable. It is my most sincere hope that Zaggmate will want to honor their warranty to save face but it sounds as if they really “ate it” on this keyboard. I love how the keys feel though and don’t really like the competitor’s keyboard for IPad. Zaggmate, it’s a flaw. Fix it. People love your product! But, $100 is NOT chump change!!!

    can I have the return address so I can send my unit back? How about a direct phone number to customer service?

    thanks,
    T

  • http://www.creationstudio.ca Wayne Peters

    That is exactly what happened to me. My Zagg keyboard for iPad 2 had the charging port come right out. I could not believe I drove hundreds of miles to get one (they did not have in Canada when I purchased mine) only to break months after the purchase.

    I thought what is the use trying to get a replacement out of the country. Too bad because I really loved the product. Made it almost feasible to do away with a laptop. I had no idea this was a faultty unit. Wonder if Zagg would replace my keyboard. Would love to return and post a positive experience.

    Thanks for the post!

    • http://www.socmedsean.com Sean R. Nicholson

      Wow! I’m amazed that after all these comments, this problem still exists in their manufacturing process. My solution of not using the USB cable with raised ridges has served me well and the case for my iPad 1 has lasted about a year and a half.

      Let us know how it goes.

      Cheers!

      –Sean

  • http://www.creationstudio.ca Wayne Peters

    Wow, just got off phone with Zagg. They are shipping a new one out right away! Unfortunately I have to pay delivery shipping and return shipping as is out of country. But was good support.

  • http://www.socmedsean.com/zaggmate-with-keyboard-for-apple-ipad-beware-of-potential-issues/ Bill Johnson

    Great information and guidance – I purchased my unit almost two years ago and have been limping along with a couple of minor feature frustrations (i.e. on/off button dislodged from mount, sharp edges on case). But now, a broken micro USB has made this unit nothing more than a protective cover.

    Thanks for your guidance.

  • Lynne Brooks

    I bought my first ZaggMate in early 2011 and had better than a year and a half of flawless operation until the charging port broke. I wasn’t too upset, since I had accidentally yanked the charger cord. I bought a used replacement unit from an Amazon.com seller, so I have no idea how old it is, but I’ve had this unit for less than two months and the charging port has broken off again! With this unit I’ve been very careful to be gentle when removing the charger (which came with a cell phone, not the ZaggMate) and didn’t even realize what happened until I tried to plus the same charger into my phone. I’m glad I didn’t pay for a new unit the 2nd time, but I’m not sure what I’ll do now. I don’t want to buy this prodect again because I expect it will break, but I’ve really been spoiled by it. Using my iPad was less enjoyable without it. Is anyone aware of a similar product by competitor? Has anyony tried to get an older product replaced because of this issue?

  • Loreline

    I just purchased the Zagg keyboard and charged it for several hours waiting for the blue charging light to turn off indicating full charge. It hasn’t gone off yet. I tried unplugging it but it is dead as soon as the cord is removed. I plugged it back in and just left it out of case and it synched to my iPad and is working well. I got it on sale at Best Buy yesterday for $70 (Black Friday sale), guess I’ll be returning it…so sad. I like the keyboard but I don’t want to deal with returning 2-3 times to get one that works.

    • http://www.socmedsean.com Sean R. Nicholson

      Hi Loreline,

      I’m not sure my blue light ever goes off to show a full charge. Just another issue with the item. Other than the charging port, I haven’t had any other issues with it. I just have to be careful pulling out the cord and to use a USB cable with no “tangs” to hold it in. I do find it *extremely* valuable as a protective case, since I travel a lot.

      Hope it works out for you!

      Cheers!

      –Sean

  • Jon Logan

    I’ve been battling with Zagg because of the battery that can’t be replaced. I’m a few months out of warranty, my battery has started holding a charge for a few days, if that long. Customer Service says it can’t be replaced, there is no way to open the keyboard and replace the battery and I’ll have to buy a new one. I haven’t got enough play out of this one to warrant another $100 investment in their product. Their customer service wasn’t that nice about it either. My blue light never showed a full charge either. It’s a shame they’re cheap or arrogant to take of these issues and not have a huge number of dissatisfied customers.

    For the record, if you peel back the black plastic on the back you find about 15 screws, which when removed reveal the battery. Unfortunately, I can’t find a replacement and Zagg won’t sell me one. Thanks so much Zagg.

    Anyone recommend a keyboard and ipad protector that might have a longer life and better support? I am in the market.

    J

    • Marcel Henry

      Hi Jon,
      I have the problem that the OP outlined on a Zagg Mate. I’m an electronics engineer and I am very comfortable with the idea that I can solder the USB connection back on. Your post indicated that you ahve removed the keyboard part from the back case and I am wondering how you did this? Any information greatly appreciated.

      kind regards,
      Marcel.

  • http://[email protected] Denise Henderson

    I don’t know what’s up with my keyboard. Received this iPad, keyboard, and case for Christmas and have loved it. However, all at once, it got to where drops the sync. In case it was the iPad, I tried hard booting and such but it is still giving me problems. Since trying other things, I have determined that the charge on the keyboard is likely the problem. It’s still in its 30 days from ATT and I guess I should take it back.

  • Kathy Mone

    Me too, I can’t charge it either! Bought another charging cable but it still doesnt work! Waiting to hear back from customer service.

  • Aj

    Got new for Christmas , used until the end of January and didn’t need to charge until then. Couldn’t find the charger it came with, so i used an old phone charger. Read that when the light goes off it is finished. I had it plugged in for THREE days. Used it for two days and it went down. Now I am back to charging it trying to figure out how long does it take to charge ?.??and how will I know when it’s done if the blue light never goes off? ( off to find a phone number )

  • Herb

    Yesterday I bought folio Kb/case and now am sorry I did for two reasons:

    1) battery is not replaceable so when it dies, The Bluetooth function will no longer work, leaving me with an otherwise perfectly good, wellmade, well-designed useless piece of junk. NOT smart ZAGG.
    Tomorrow this gets returned and I will never consider buying your products in the future.

    2) instructions omit location of concealed micro-USB which wasted much time looking for it.

  • laura

    Cant get two rows of numbers and letters going diagnolly to work when all else works fine. Pairs fine but am disappointed. Has anyone had this problem? Fixes?

  • Terry

    had mine for about a year and now it won’t hold a charge. with no way to replace battery.

    • Amy

      Me too! I’m so irritated with this. When I called they said it was out of warranty, blah blah. I just scoffed at the guy and said “you mean to tell me your product is so piss poor it barely lasted a few days worth of use when you added it all up and now I’m left with a $100 piece of garbage after just 1.5 years of owning it?!”

  • Benny Thome

    I’m having problems typing, seems I get a lot of double letters and even double spaces with the space bar. Even slowing down and deliberately single fingering a key I will get a double letter??

  • Amy

    I bought my zaggfolio a year and half ago. I don’t use the keyboard all that much. Just to give you an idea, I’ve charged it twice since I bought it. Well now the keyboard won’t hold a charge. When you plug in the charger it connects to the ipad and works perfectly. But as soon as you unplug the keyboard it dies. It has charged for over 6 hours, which is plenty of time. I called Zagg to see if they would offer any support even though I know it’s outside of warranty. The guy I spoke with was nice enough. He put me on hold for a bit to see if they had just a keyboard and he would wave the one year thing and replace it. But of course they didn’t. He offered me $20 off which I thought was just going to be a coupon, but he meant if I purchased another one right then I’d get the $20 off. Well I’ve decided to go with a competitors product. I’m not wasting my time on Zagg products any longer.

  • Beth

    Have had my Zagg for the mini iPad for 2 weeks. Plug in the charger for the first time and now it won’t even turn on. After reading all the comments it is going back..it is obvious there is a major problem with the charging unit and Zagg has known about it for a long time and has not fixed it. I will not be buying another Zagg. It is to bad because I love the case.

  • Sharon Wrench

    Received an IPad for Christmas and purchased a Zagg. My Zagg will charge for a few minutes, but then quits charging. I am out of State so I do not have my receipt, thus cannot return the Zagg. I do not want to purchase another Zagg and take a chance that the same thing will happen. Very disappointed with Zagg.

  • Penny

    Haven’t had my new ipad and Zagg keyboard for even a month and have Zagg charger issues too. So disappointed. Buyer beware. Penny

  • Juergen Amling

    I’m glad I found this site. Saves me some money. Sure not buy the Zaggmate again. Had it for over a year mostly as a cover, just now and then as a keyboard, charged it maybe three or four times and now the USB port came out and won’t charge anymore. Looking for another brand!!

  • Doug

    Just bought my zagg keyboard yesterday for my iPad mini. Plugged it in and it won’t charge. I guess it goes back. Love the concept. Not pleased with all I’ve just read about the charging system. Is there anything else on the market like the Zagg that works? Doug

  • Kate

    Well at least mine worked for a little over 2 months. Now the charge is gone, i try to charge it over night and then connect and just get a constant red blinking light and it will not pair up and function.
    I am also looking to see if there is a comparable ( yet functioning and good quality) product out there as I have neither the time nor inclination to have to deal with getting a replacement or buy a new one every two months…..
    I am sorry I didn’t do research ahead of time and read all if these posts for the last 2 years. Bad on me!

    • Doug

      Hi Kate. I loved everything about the Zagg (except that”no charging” thing) so much (there,s nothing else out there that compares with the case) that I thought I’d give it another chance so I took it back (within the stores 15 day return policy) and got another one. This time however, I paid an extra $20 and purchased the store’s (London Drugs) three year warranty. If anything happens over the next three years I can take it back to the store and they’ll hand me a new one. It makes it a little more expensive but after looking at the others on the market it’s worth it to me. The new one charged the way it should and it pared perfectly and I love the way it operates. It’s only been a short time but so far so good.

  • Bill Waletitsch

    Dear Sean,
    I bought a ZAGG Keys ProFolio + with backlit keys, for my wife, from the ZAGG website 8/20/13,it came quicker than advertised. We both have enjoyed the performance until last night 10/17/13, when we tried to charge it. 8+ hours of charge & no power. Called customer service and they were very nice. They processed an overnight shipment replacement for me w/o charge. I found your post as others did by searching Zagg charging issues. After reading your thread, I plugged the Zagg cable in to try again. There are no tabs on the micro USB now but when I jiggled the cable, the charging light flashed. I continued to jiggle the cord until it gave me the flashing green charged light. Apparently, the charging socket has a poorly soldered connection. I’m able to type this reply without a problem. All functions, including backlights are working fine. I’ll take the replacement keyboard, since it is a good product all around. Hopefully Zagg will improve the QC on this parts soldering connection. Thanks for your efforts to keeep us informed.
    Sincerely,
    Bill Waletitsch

  • William

    just recieved my ZAGGmate IPad 1 case with keyboard as I bought it new off Amazon. Just took it out of the box last night as It came yesterday. Already I have the blue light issue and this morning the charging port came out with the cable! This was 100.00! How can a company like ZAGG make such a crappy product and not do anything about it! I am working with Amazon but the seller wont accept returns so I have an email out to ZAGG. I sure hope they are receptive as I need the keyboard for travel. I am comforted by the numbers that I am not alone.. guess I should have researched the unit beforehand.

  • Patricia

    Two years later and ZAGG is still having this issue?? Why don’t they just make a quality product to begin with? Before I read this post, I also purchased a ZAGG Profolio keyboard in September of this year and I loved it as well….until the charging mechanism stopped working. It seems this is an ongoing issue that ZAGG has not addressed in two years. That is crappy workmanship. Why do consumers put up with this? I will be contacting ZAGG’s customer service. Thank you for your post. I’ll let you know what happens with mine.

  • Doug

    Two and a third months of daily use on my third Zagg and it’s working the way it should. Yea! I love it!

  • Brad Upton

    I wasted $100 on a Zagg keyboard. After 14 months, three keys quit working. A keyboard in pretty useless when the b and n keys don’t work. I have contacted customer service multiple times but only get form letter responses. Since the product is not under warranty, I’m out of luck, but they can’t even give me any suggestions how to fix it. After Googling the issue, it’s obvious they sold hundreds or thousands of defective products. Zagg products are obviously disposable, but they will only get me once.

  • Fernanda

    My charging unit came out too… But unlike you I have no idea where it is… :( my keyboard is only a week old. And I am overseas now…. So sad. Wish they would replace these horrible defective keyboards to all of us. :(

  • Vanessa

    Hey Sean,
    My husband purchased the Zagg keyboard for his ipad. When he got it in the mail it was already charged so around the 4th week it had to be charged. He plugged it in and the light came on. The next morning he got up thinking it had charged and low and behold, nothing. He couldn’t take it back because he had it too long. He purchased a second Zagg keyboard and it wouldn’t charge either. Money doesn’t grow on tree’s at our house and at this point I would not recommend this product to anyone. Do you have any suggestions? I’m really disappointed in this product. The product looks really nice but looks but doesn’t work!!!!!

    • Rosemary Lerario

      You should definitely call their customer service number. I had a ZAGG folio keyboard that fell apart after 3 weeks. Since it was still under warranty, I sent it back and they sent me a new one. Then, I had the same charging issue with the new one. Will.Not.Charge. I called the Customer Service number and although I wasn’t sure how long I had it (it couldn’t have been more than 2 months) they offered to send me a new one, and have me send back the one that won’t charge.

      If this one (the third!) has issues, I’ll have to switch to a different keyboard — which is a shame, since I really like the ZAGGFolio when it’s working!

  • Gust

    I too have struggled with the Zagg product since March of this year specifically the charging issue. It never has charged without me fiddling with the micro plug by wedging it up and to the side or some other odd configuration. Today it is just too much trouble to even charge. I am hoping Zagg is reading this and will help with a replacement product. I really like the unit but an hesitant to spend another $100 to buy another unit that won’t charge, especially after reading all the similar posts.
    ZAGG PLEASE HELP !!

  • Dianne Henderson

    This has happened to my Zagg keyboard case for I pod mini. It no longer will charge at all since the inside came out with the plug. Is this repairable? I’ve had it for just over a year with minimal use. I’m bummed. :(

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