cellhelmet

Thank you for sharing your feedback, and we're sorry to hear about your experience. We would like to clarify a few points regarding the registration process. The app is a necessary part of the registration, as it performs a screen functionality test and requires a photo of the device to determine if the screen is damaged prior to coverage. We want to assure you that the app is secure and used solely for this purpose. Regarding the 24-hour delay, registrations cannot be completed on the same day as the purchase. If the incorrect purchase date is entered, the app will temporarily lock out to prevent errors, but our support team is always available to assist with any issues during this process. We take customer satisfaction seriously and strive to improve the experience at every step. If you would like, we can further assist you in resolving any concerns. Please reach out to us directly so we can help. Thank you again for your feedback.

Thank you for taking the time to share your feedback. We understand your frustration, and we’d like to clarify how the claims process works to avoid any future confusion. The claims process does not take months to complete, the claim center follows up within 2-3 business days via email. It is important that all repairs receive approval from our claims center before any work is done on the device. This step ensures that your claim is fully processed and meets the necessary requirements for coverage. Unfortunately, repairing your device before receiving approval does result in the claim being denied, as outlined in the policy. If you have any further concerns or need assistance with future claims, please don’t hesitate to reach out to us directly. We’re here to help.

Hi Anthony, Thank you for your feedback, and we’re sorry to hear about your disappointment with our screen repair guarantee. We would like to clarify the terms to ensure there's no misunderstanding. Customers are given 30 days to complete their screen repair guarantee registration. However, any physical damage that occurs before the registration is finalized cannot be covered under the screen repair guarantee, as the coverage only begins after the registration is completed. This policy ensures that any pre-existing damage is not included under the guarantee. We strive to provide clear information and support during the registration process, and we are always happy to assist with any questions or concerns you may have. Please feel free to reach out to us directly if you would like further assistance. Thank you again for sharing your thoughts.

Hi Melissa, Thank you for taking the time to share your experience. We’re sorry to hear about the unfortunate accident with your phone. The registration process for our Liquid Glass product is crucial for activating the protection plan. As stated in our terms, registration must be completed within 30 days of purchase and before any damage occurs to the device. Unfortunately, you did not contact us for assistance registering until after your device became damaged.

Hello Russ, Thank you for sharing your feedback. We're genuinely sorry to hear about your experience, as we are committed to standing behind our products and services. We’d like to clarify a few points. Our screen repair guarantee requires registration within 30 days of purchase, as mentioned on the registration card and in our terms and conditions. Unfortunately, your registration was submitted almost two months late, and we didn’t receive any communication from you at that time to address this delay, which might have allowed us to assist you sooner. Regarding the second Liquid Glass purchase you made a month ago, we noticed that the registration instructions were again not followed. We provided alternative options to help ensure your device was covered, but understand that you chose not to pursue them. Please know that our offer still stands if you decide to revisit this in the future. We hope this clarifies the situation, and we're here to assist you if you need any further support.

Hi Ana, Your claim was denied due to your device already being damaged when you registered it through the app, which is against the terms and conditions of our screen repair guarantee. The device that is being registered must be undamaged at the time of registration. Physical damage incurred prior to registration being completed will not be covered, unfortunately.

Hi Kendra, Thank you for reaching out. I understand your frustration regarding the denial of your claim. I apologize for any inconvenience caused. Our registration process requires specific steps to ensure accurate verification of device condition, as outlined in our app instructions. This includes taking a clear photo of the front screen to confirm its condition without damage. It's important to note that our registration process is not manually monitored. This is why the app guides users through multiple opportunities to confirm the accuracy of the information they submit, such as using the front-facing camera and verifying visibility in a mirror to capture the screen clearly, including all edges. Following these steps accurately is crucial for a valid registration. Regrettably, since the registration process was not completed as per these guidelines, we are unable to overturn the denial from the claim center. If you have any further questions or need clarification on the process, please feel free to contact us directly. We're here to assist you. Best regards, cellhelmet customer support

Hi Virginia, You followed up with us over the weekend when we were not open for business. We then followed up with you as soon as we were able on 06/18/2024. At 12:28 PM EST, we provided you with all the information you would need to order your replacement phone case under warranty. I'm sorry if you haven't viewed that email at this time, but please contact [email protected] if you require further assistance.

Hi Christina, We regret to hear about your dissatisfaction with our claims process. However, upon review, it's evident that your claim was denied due to failure to follow the clear registration instructions provided. Specifically, we required a clear photo of the, undamaged front screen of your device, which was not provided. While we understand your frustration, we stand by our process, which is designed to ensure fair assessment of claims. We take pride in our commitment to clarity and transparency.

Hi Gene, We apologize for any inconvenience you experienced while trying to register your device on the Asfalis app. Unfortunately, the app was temporarily down for updates during that time. However, our team promptly provided you with alternative options, including submitting your registration directly through their website and offering their contact information for further assistance. We understand the frustration this may have caused and appreciate your understanding. If you have any further questions or need assistance, please don't hesitate to reach out.