Back in mid-April, I purchased a new phone. Naturally, that meant getting a new phone case, screen protector, and lens protector as well. I bought all three at the same shop, and they also kindly helped transfer my data from the old device.
The salesperson recommended the accessories, and since there weren’t many other shops nearby - or many options to choose from - I decided to go with their suggestion. The total cost for the case, screen protector, and lens protector was close to 3,000 NT, so I didn’t consider them cheap.
After only two months, I noticed the screen protector starting to peel at the edges. It had a slightly raised border compared to the center, which was unusual to me - every other protector I’ve had before was flatter and fit neatly within the phone case’s edge.
Over time, more cracks began appearing. While it didn’t affect basic use much, it wasn’t ideal. From the beginning, I also found the raised edges slightly annoying as they covered part of the screen’s view.
The lens protector’s damage was harder to pinpoint. I noticed it about three weeks ago, but since the weather had been poor, we hadn’t been outside much. When I finally went out on a sunny day to take photos, I realized a large portion of my pictures appeared foggy! That’s when I realized the crack was affecting image quality or I should say makes everything unusable...
I decided to leave a review on Google - not a one-star review, but an honest one - explaining that the products seemed to be of poor quality. I also mentioned that my phone had never been dropped or hit by anything. Most of the time, it sits on my desk, or I carry it in a pocket or bag without any sharp objects.
For comparison, I still own another phone that’s 4–5 years old with an intact screen, and my husband’s phone is the same. Both of those have cheaper protectors purchased from a different shop (also fell on the ground before!), and they’ve held up perfectly. So, having an accessory break in under three months felt disappointing.
The shop replied quickly - but the initial response wasn’t what I expected. They straight away said that the products have not been bought from their store and suggested the damage could have been caused by carrying the phone with keys or coins. I was taken aback, as I never do those things, and everything was purchased from them directly.
Since it’s hard to sort these things out over Google reviews, we decided to visit the shop in person.
Once there, the conversation took a more positive turn. The salesperson was still trying to tell us this is not their product!! But in the end she offered to replace the screen protector for free, and offered to change the lens protector, and even exchange the phone case the next time I come back as they didn't have any in stock. I hadn’t expected that nor was I trying to get free replacements in the first place. My goal was simply to let them know that the accessories they sell might not match the price in terms of durability.
While the experience had its frustrations, I appreciated that, in the end, they were willing to make things right. Hopefully, the replacements will last longer and help prevent similar issues in the future.