[UPDATED] ZaggMate with Keyboard for Apple iPad – Issue Resolved By Great Customer Service

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


IMPORTANT: 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 keyboardThe 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:


From: Me
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


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.


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

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.


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 FallsThe 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 KeyboardOnce 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.


Update – Resolution Of The Issue

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

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Comments And Reactions

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

  2. 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 )

  3. 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.

  4. 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?

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

    • 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?!”

  6. Benny Thome says

    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??

  7. 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.

  8. 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.

  9. Sharon Wrench says

    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.

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

  11. Juergen Amling says

    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!!

  12. 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

  13. 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!

    • 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.

  14. Bill Waletitsch says

    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

  15. 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.

  16. 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.

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

  18. 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.

  19. 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. 🙁

  20. 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 says

      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!


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