Hello, I purchased a charger from ProVape about two years ago along with two Provari V2s and a series of orderings giving them around $1,000 of business (my point of that figure is I am not a customer trying to nickel and dime them over every little thing). All have served me well and thus far I would have called them one of the best companies to do business with on the block (their product quality is without question). Earlier last week, my rabbit ate the cord to my Pila charger (she hasnt touched a cord in years). Given it is a $50 charger and the cord is not hard wired to the unit or the US plug adapter, I would like to replace the cord for obvious reasons (and with a OEM Pila cord).
I emailed ProVape and asked to purchase a cord, who informed me they do not sell the cord nor does their business with Pila allow them extra cords as every return they get goes directly back to the manufacturer. I emailed them again asking if they ever have a defective unit they will send back regardless if they could swap out the cord with mine and just sell me the replacement cord since the unit is already defective. No go. I also asked them for contact information on where I can get a cord from. They advised that they 'think' I can go to Radio Shack for assistance on a new cord, or I can purchase a new unit from them. Given that is coming from a company that stresses how important safety is with lithium cells, I'm kind of left uneasy given I would prefer not to put my trust in a third party product & outside technician who may not know the specifics of the Pila?
If Pila's information was readily accessible, I would just contact them. But I cannot seem to find anything to give me a direct link to the maker and that is making all of this even more frustrating. So does anyone have the contact information for Pila or advice where to go to get a Pila (brand) cord? (or the larger maker which produces this cord for Pila in exact OEM spec.) I suppose if all else fails, I will purchase an XTAR, but I really hope a high-end product like the Pila has some sort of offering to allow owners to purchase replacement cords!
I want to specify that I certainly do NOT expect ProVape to replace a product for free that was not defective to begin with, nor do I expect free support on a product I have owned for this amount of time (that would be a jerk move). My disappointment is that I hoped they would have been better when it comes to giving repeat customers more direction/effort on something like this beyond a ‘we can’t help you but you can buy another’ and a ‘perhaps these other people can help you because we can't’ response. They sell the Pila as a premium product, and they clearly have a relationship with the maker that I do not have as a consumer, and the extra help in locating an actual cord to me is what differentiates a good company from an excellent one (again, not for free). I can’t say that makes me want to buy another Pila, nor can I say I personally feel my business is greatly valued. That may be an unwarranted feeling, but that's honestly my personal take.