Problem with a supplier supplying faulty goods. - e-cigarette-forum.com • The place for electronic cigarette reviews, news and chat

breno · 09-30-2009, 11:22 PM

I recieved a faulty passthrough from The Electronic Cigarette Company, they did not respond to my emails, I eventually returned it but I was sent back another faulty passthrough (seemed to be the one I returned), again they fail to respond to my emails.

Can you do anything about this?

Worth reporting to the FDA?

Creates a real bad impression.

Angela · 09-30-2009, 11:25 PM

ECA and FDA are US-based organisations. You and TECC are UK-based.

Angela · 09-30-2009, 11:33 PM

EDIT: double post during 'forum busy' period.

HaploVoss · 09-30-2009, 11:44 PM

The FDA wouldn't be the type of organization to report a business to anyway. You would not get any response (other than perhaps a canned one letting you know as such). You would need to contact your equivalent of the BBB - they are the type of entity that actually works with businesses for consumers.

frankie1 · 10-01-2009, 03:55 AM

SE failed to honor a warranty for me also.....go figure! LOL I would imagine that I am just out the $70, lessons learned!

LaceyUnderall · 10-01-2009, 05:18 PM

Breno - Eventually, it would be very nice if consumers had issues with certain companies the ECA could do something about it. Right now, if a consumer has a complaint with an ECA member company regarding their marketing or claims, then that is definitely something the ECA WOULD speak with the member about. As more and more industry standards are put into place, the evolution of the ECA's responsibility over it's members can and will happen.

However, poor customer service or faulty product is just bad business and while it does look poorly on the industry as a whole, really the best way for a consumer to get that point across is to contact the supplier several times, get little or no resolution and then let other eSmokers know the problem.

SE and The Electronic Cigarette Company are not members of the ECA, so really, they can do as they wish and there aren't any industry "watchdogs" so to say, to put them in line when things like that do occur. Now as a consumer, you can certainly be a "watchdog" in your own right.

Being in the UK though, I am not sure where to direct you but if you follow through with Haplo's suggestion, you might find some closure there. I would still strongly suggest giving TECC another call and being persistent.

On a side note: I have noticed that you did post a thread regarding this in their subforum The Electronic Cigarette Company - e-cigarette-forum.com • The place for electronic cigarette reviews, news and chat. I also followed your link to your blog regarding the situation and while I can see you are totally un-happy, one thing I would like to clarify is that while you may have been "banned" from participating in their subforum (which they have every right to do), they have NO control over what is being said about them elsewhere... such as here. So you haven't been banned from ECF, you are simply being censored in their forum, which they do pay for, so they can certainly do that.

That said... I would also suggest that if you would like to post regarding your situation, one place to go would be Products and suppliers consumers should be warned about You will not be censored here... but there are rules regarding posting: Forum Rules - All new users must read before posting post #1 by SJ.

breno · 10-01-2009, 06:55 PM

That products and suppliers people should be warned about is not very good because it effectively buried complaints about the suppliers, make them hard to find.
Reading 40 page thread is off-putting.

I mean each supplier has a separate forum to advertise in, why not a separate forum for complaints?
How about a seperate forums for ECA members and those who are not, I think that would be a good idea.

But you are right I can post elsewhere and put some balance into the customer service claims they make on their sites.

09-30-2009, 11:25 PM	#2
Angela ECF Veteran Join Date: Mar 2009 Location: Hertfordshire, England Posts: 1,173	ECA and FDA are US-based organisations. You and TECC are UK-based. __________________

09-30-2009, 11:33 PM	#3
Angela ECF Veteran Join Date: Mar 2009 Location: Hertfordshire, England Posts: 1,173	EDIT: double post during 'forum busy' period. __________________

09-30-2009, 11:44 PM	#4
HaploVoss Supporting Member Join Date: Aug 2009 Location: Rogersville, MO - USA Posts: 575	The FDA wouldn't be the type of organization to report a business to anyway. You would not get any response (other than perhaps a canned one letting you know as such). You would need to contact your equivalent of the BBB - they are the type of entity that actually works with businesses for consumers. __________________ You don't get this kind of service just anywhere

10-01-2009, 05:18 PM	#6
LaceyUnderall USA Supplier Forum Sponsor Join Date: Dec 2008 Location: US and Canada Posts: 2,707	Breno - Eventually, it would be very nice if consumers had issues with certain companies the ECA could do something about it. Right now, if a consumer has a complaint with an ECA member company regarding their marketing or claims, then that is definitely something the ECA WOULD speak with the member about. As more and more industry standards are put into place, the evolution of the ECA's responsibility over it's members can and will happen. However, poor customer service or faulty product is just bad business and while it does look poorly on the industry as a whole, really the best way for a consumer to get that point across is to contact the supplier several times, get little or no resolution and then let other eSmokers know the problem. SE and The Electronic Cigarette Company are not members of the ECA, so really, they can do as they wish and there aren't any industry "watchdogs" so to say, to put them in line when things like that do occur. Now as a consumer, you can certainly be a "watchdog" in your own right. Being in the UK though, I am not sure where to direct you but if you follow through with Haplo's suggestion, you might find some closure there. I would still strongly suggest giving TECC another call and being persistent. On a side note: I have noticed that you did post a thread regarding this in their subforum The Electronic Cigarette Company - e-cigarette-forum.com • The place for electronic cigarette reviews, news and chat. I also followed your link to your blog regarding the situation and while I can see you are totally un-happy, one thing I would like to clarify is that while you may have been "banned" from participating in their subforum (which they have every right to do), they have NO control over what is being said about them elsewhere... such as here. So you haven't been banned from ECF, you are simply being censored in their forum, which they do pay for, so they can certainly do that. That said... I would also suggest that if you would like to post regarding your situation, one place to go would be Products and suppliers consumers should be warned about You will not be censored here... but there are rules regarding posting: Forum Rules - All new users must read before posting post #1 by SJ. __________________ INSTEAD Electronic Cigarettes and Blog \| I Support the Electronic Cigarette Association \| Right To Vape - A Consumer Organization Defending Your Right To Use a Personal Vaporizer

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09-30-2009, 11:22 PM	#1
breno Banned Join Date: Aug 2009 Location: Nottingham Posts: 308	Problem with a supplier supplying faulty goods. I recieved a faulty passthrough from The Electronic Cigarette Company, they did not respond to my emails, I eventually returned it but I was sent back another faulty passthrough (seemed to be the one I returned), again they fail to respond to my emails. Can you do anything about this? Worth reporting to the FDA? Creates a real bad impression.

10-01-2009, 03:55 AM	#5
frankie1 Super Member Join Date: Aug 2009 Location: Florida Posts: 419	SE failed to honor a warranty for me also.....go figure! LOL I would imagine that I am just out the $70, lessons learned!

10-01-2009, 06:55 PM	#7
breno Banned Join Date: Aug 2009 Location: Nottingham Posts: 308	That products and suppliers people should be warned about is not very good because it effectively buried complaints about the suppliers, make them hard to find. Reading 40 page thread is off-putting. I mean each supplier has a separate forum to advertise in, why not a separate forum for complaints? How about a seperate forums for ECA members and those who are not, I think that would be a good idea. But you are right I can post elsewhere and put some balance into the customer service claims they make on their sites.