"Poor Communication--Customer will always be wrong "

Here is my communication over the last two days with Cellhelmet after dealing with Olive Bridge Claims which I'm assuming is a third party company who deals with the warranty /claims:

Chrystal: May 7, 2024, 3:49 PM EDT

Hi,
I reached out about two weeks ago to figure out how to get a replacement screen protector as I registered for the Cellhelmet warranty and was directed to fill out a claim. I went through all the steps and was told by Olive Branch that the "repair" would be covered and I would need to go to the store were I bought my screen protector and send in the receipt. I went to the store and purchased a new screen at full price sent in the receipt and now they are saying it's not covered...that I did not correctly inform them of the problem and that I should have just come on this website to get the replacement.....however NO one can tell me how I would do this.

Aron (cellhelmet): May 7, 2024, 4:09 PM EDT

Hi Chrystal,

Thank you for your email. We do not have any previous communications on file with you under your email address. Where and how did you reach out to us two weeks ago? If you had reached out and informed us that you needed help replacing your damaged tempered glass, we would have done so at that time. We would not have made you fie a claim when it is necessary under our lifetime replacement warranty.


Chrystal May 7, 2024, 4:12 PM

So here is a screenshot of the original email I sent…..it went through my iCloud but this email address is the one I primarily use.

Aron: May 7, 2024, 5:01 PM EDT

Thank you. You are incorrect that we provided you with information to file your claim, as you never followed up on our email from 04/29/2024. I attached a screenshot of that email below for your reference. If you had followed up, we would have been able to assist you with replacing this item.


Chrystal Tue, May 7, 8:00 PM

Why can’t you help me with it now? Its been a few weeks and if you all can send me a replacement screen protector, I now after almost two weeks understand that this is an option and there is apparently a 9.99 processing fee and some other form I need to fill out), how do I go about doing this. I’m not making up that I’ve talked to people with Cellhelmet and Olive Bridge Claims. I feel like I keep getting passed back and forth/around and no one has worked with me to make it clear to me the steps I need to take or how to go about the proper process.


Aron: May 8, 2024, 9:07 AM EDT

We have been helping you. Why do you want to purchase another tempered glass when you already bought your replacement at full price at Wireless Zone? I can provide you with the warranty page down below to order these replacements in the future if you need them.


Chrystal 5/8/25 9:54 AM

Aron,

It's the principle of the matter. If I was entitled to a replacement then despite the fact there was miscommunication and I ended up paying full price for a new one, I should be entitled to the replacement screen. That is after all the selling point and promise of the company is in not?

Aron: May 8, 2024, 10:24 AM EDT

We are not sending a free replacement due to your misunderstanding of the warranty process. We reached out to the email you sent, and you never followed up with us due to the multiple addresses that you use.

Chrystal: May 8, 2024, 10:28 AM EDT

Aron,

I’m not asking for you to send me a free replacement screen. I'm asking you to allow me to take advantage of the warranty you have in place that allows me to get a replacement screen for 9.99.


****My Opinion: THIS COMPAY DOES NOT HONOR IT WARRANTY****ALSO WHEN YOU CALL THEM IT DIRECTS YOU TO THE WEBSITE TO TRY AND FIGURE THINGS OUT FOR YOUR SELF, AND THEN BLAME YOU IF YOU DONT FILL OUT THE RIGHT FORM**

"Love these stick very well they’re very…"

Love these stick very well they’re very good quality. I have a glitter pink and now I just ordered another one in Purple

"Horrible service"

Horrible service, keep away. Purchase the product for my phone. When it was time for them to cover the warranty, they gave me some b. S about not taking a picture when I clearly stayed That I purchased the product from phone from one of there Vendor and was willing to provide them with the information. Buy yourself a case with a screen cover and call it a day you have been Warn!

"Purchased a new smartphone and screen protection"

Purchased a new smartphone and cellhelmet to protect the screen. It’s been three days since I bought it and still can’t register cellhelmet. I’ve emailed many times and they respond with needing to complete info on a link after which they tell me they’re on it. I was told I need to follow up with cellhelmet. I’ve been in contact with Aaron who hasn’t helped at all. Why do I need to go through all this to register the product for a warranty?? It’s BULL!!!

"Aaron was very helpful during my…"

Aaron was very helpful during my transaction and was able to help replace the phone case.

"Good Quality "

Received quickly. Product is as described. Quality seems very good, time will tell.

"Cellhelmet is just a ploy to get your money and not actually cover your product when it fails"

This is specifically related to Olive Bridge Fianancials lack of QA and poor customer service.
Purchased a phone screen protection plan through this company. When uploading the evidence to the app, I inadvertently sent a picture of myself due to the poor usability of the app. The company stated my claim was denied due to this, even after providing them with the intended picture and the timestamp of when this photo was taken. This company is not standing by their protection plan that I purchased.

"My case cracked after one drop"

My case cracked after one drop, good news phone had no damage! Went online to the cell helmet website filed a warranty claim and within minutes received an email with information and link. Followed the directions, and had a new case on the way in a few minutes. The downside is it still cost $10.00.

"Frustrating experience with cellhelmet customer service."

Unfortunately I couldn't register the cellhelmet liquid protector on the phone I bought it for due to failure to download the app for registration so I tried to explain cellhelmet customer service my issue so I supplied with all kind of information and pictures needed from them to register it manually but it was so many excuses as to why they couldn't register it for example a full picture of my phone and all about the phone' information that's in phone. I took numerous pictures but weren't satisfied. When a picture was acceptable then something else was needed by them and then they would request again something that was OK before and now they needed a picture again. Definitely they didn't want to register the product I purchased. They keep annoying me with Emails even though I told them I had enough with the same on going requests. Obviously it was all excuses so they wouldn't register it. Customer Service is suppose to help customers and not discourage them to get the issue resolved. At this point I don't care to get the product registered.
I have over the years used their product and never had a claim so to me is like a slap in the face to be treated like I have been treated by Customer Service reps
I would normally pursue the right resolution but I this point is not worth the aggravation.
Ps. trying to get a live person is almost impossible that's why I went via emails.

"Well I've emailed and called which you…"

Well I've emailed and called which you can never get a rea person..I've got a simple question but in the last 4 days they've not emailed....but you can bet if you buy something from them they'll quickly ship it to get customers money..
But when it comes to answering questions their ghost...so beware ppl