INTRODUCING - The VOLT X² - ALL NEW Batteries/Passthrough

[coffeequeen]

I have a question...I had a deffective auto X2 battery and SI sent me a replacement. The replacement was a manual not an auto that I ordered before. It was also deffective. I sent an email and SI said I would have to return it and get a new one or wait on the new batch that would be coming in about 2 weeks. I placed an order for other stuff that came to over $100 and asked if they could send a postage paid envelope with that order so I could return the deffective battery. I thought that would be no problem since I had already gotten 2 that didn't work. When I got my order one of the items didn't come because they said it was on backorder. When I placed the order it was in stock. There was also a hand written note next to the question I sent about the envelope. It said, "sorry due to policy we are not able to do that". I have seen many other posts where people have had the same problem and they send them a postage paid envelope to return the battery so the customer doesn't have to pay. I'm feeling very frustrated. There are so many posts on how great the customer service is and how they bend over backwards to make you happy. I have had problems with almost every order I have placed and it seems like SI is constantly out of the products I need. I have sent many many customers to SI and have placed many orders myself (getting ready to place one that is close to $100 again) I love SI's products and have found no other juice that even comes close to theirs. I just keep getting let down again and again. People that I have sent to SI because of the products are now coming to me and complaining. I feel bad because I recomended them. Just feeling let down with the company that has the product I love and have spent ALOT of money on. I'm not a person that likes to complain, if that were the case I wouldn't have recomended them to my friends and family. I just want what I order to work and also be available when I need it and get the right product that I order. Sorry for going on and on but am I the only one having problems?

[Imagine]

Hi Coffeequeen,

I am sorry you are having a frustrating experience can you PM your full name so I can take matter up with our customer team? I will make sure they take care of this.

I have a question...I had a deffective auto X2 battery and SI sent me a replacement. The replacement was a manual not an auto that I ordered before. It was also deffective. I sent an email and SI said I would have to return it and get a new one or wait on the new batch that would be coming in about 2 weeks. I placed an order for other stuff that came to over $100 and asked if they could send a postage paid envelope with that order so I could return the deffective battery. I thought that would be no problem since I had already gotten 2 that didn't work. When I got my order one of the items didn't come because they said it was on backorder. When I placed the order it was in stock. There was also a hand written note next to the question I sent about the envelope. It said, "sorry due to policy we are not able to do that". I have seen many other posts where people have had the same problem and they send them a postage paid envelope to return the battery so the customer doesn't have to pay. I'm feeling very frustrated. There are so many posts on how great the customer service is and how they bend over backwards to make you happy. I have had problems with almost every order I have placed and it seems like SI is constantly out of the products I need. I have sent many many customers to SI and have placed many orders myself (getting ready to place one that is close to $100 again) I love SI's products and have found no other juice that even comes close to theirs. I just keep getting let down again and again. People that I have sent to SI because of the products are now coming to me and complaining. I feel bad because I recomended them. Just feeling let down with the company that has the product I love and have spent ALOT of money on. I'm not a person that likes to complain, if that were the case I wouldn't have recomended them to my friends and family. I just want what I order to work and also be available when I need it and get the right product that I order. Sorry for going on and on but am I the only one having problems?

[coffeequeen]

Yes let me figure out how to do that lol (I'm new). Thank you for responding. I'm sorry and hope I don't seem too negative. I certainly don't want to turn people away from SI because of my post. I know almost everybody has had an awsome experiance with SI. I just want to be one of them I promise I will be one of your most loyal customers and will send more people your way. Havn't stopped ordering from ya yet Getting ready to place an order now. I keep holding on to faith in SI.

[Imagine]

of course everyone should get the same level of service! The customer service department is not a perfect system and we are hiring new people all the time to keep up with our growth so this feedback is important so we can address it properly.

If it is easier you can just email me directly at imagine@smokelessimage.com

Yes let me figure out how to do that lol (I'm new). Thank you for responding. I'm sorry and hope I don't seem too negative. I certainly don't want to turn people away from SI because of my post. I know almost everybody has had an awsome experiance with SI. I just want to be one of them I promise I will be one of your most loyal customers and will send more people your way. Havn't stopped ordering from ya yet Getting ready to place an order now. I keep holding on to faith in SI.

[-Optics-]

Everyone can have a bad experience no matter where someone orders from or their reputation. Things happen, but I'm happy to see you're not giving up on them. SI truly is a great company and I think you'll find out on your own soon enough I've been one of those lucky people with nothing but praise for SI. I only had one small issue with a battery no longer connecting as the top post wasn't hitting the atty. One conversation with their CS team and they sent a new one to me that day. Good or bad, I think I'd still stick with SI and stand behind them all the way.

Trust me, you will also be one of those people with an awesome experience. I'm sorry you had to go through what you did in order to get it right, but if Imagine can't get it worked out for you no one can. She's an amazing resource at SI and have yet to see anything she can't do.. except maybe fly, I dunno if she took that avatar pic herself or not. so maybe she can :P

[SaraBee]

I placed an order for other stuff that came to over $100 and asked if they could send a postage paid envelope with that order so I could return the deffective battery. I thought that would be no problem since I had already gotten 2 that didn't work. When I got my order one of the items didn't come because they said it was on backorder. When I placed the order it was in stock. There was also a hand written note next to the question I sent about the envelope. It said, "sorry due to policy we are not able to do that". I have seen many other posts where people have had the same problem and they send them a postage paid envelope to return the battery so the customer doesn't have to pay. I'm feeling very frustrated. There are so many posts on how great the customer service is and how they bend over backwards to make you happy. I have had problems with almost every order I have placed and it seems like SI is constantly out of the products I need.

That's weird, man. Prepaid envelopes can't be against policy unless it's an extremely new one. I just got a replacement battery a few days ago and they included one with it. I hope they get your issues straightened out. Great customer service is my number one reason for sticking with SI and I'd hate to think it's on the down slide. I'm sure Imagine and the team will get this fixed up right for you.

[Imagine]

there is no straight yes or no policy we usually ask our CS to make judgement calls... because sometimes people are trying to get over on us... but I am sure they were just being way too cautious in this situation...we will take car of it

That's weird, man. Prepaid envelopes can't be against policy unless it's an extremely new one. I just got a replacement battery a few days ago and they included one with it. I hope they get your issues straightened out. Great customer service is my number one reason for sticking with SI and I'd hate to think it's on the down slide. I'm sure Imagine and the team will get this fixed up right for you.

[Uncle]

Hi There "Coffeequeen" . . .

Glad you made it over and spoke with "Imagine" - See I told you Our would reply ASAP and get this straightened out for you . . .

I have a question...I had a deffective auto X2 battery and SI sent me a replacement. The replacement was a manual not an auto that I ordered before. It was also deffective. I sent an email and SI said I would have to return it and get a new one or wait on the new batch that would be coming in about 2 weeks. I placed an order for other stuff that came to over $100 and asked if they could send a postage paid envelope with that order so I could return the deffective battery. I thought that would be no problem since I had already gotten 2 that didn't work. When I got my order one of the items didn't come because they said it was on backorder. When I placed the order it was in stock. There was also a hand written note next to the question I sent about the envelope. It said, "sorry due to policy we are not able to do that". I have seen many other posts where people have had the same problem and they send them a postage paid envelope to return the battery so the customer doesn't have to pay. I'm feeling very frustrated. There are so many posts on how great the customer service is and how they bend over backwards to make you happy. I have had problems with almost every order I have placed and it seems like SI is constantly out of the products I need. I have sent many many customers to SI and have placed many orders myself (getting ready to place one that is close to $100 again) I love SI's products and have found no other juice that even comes close to theirs. I just keep getting let down again and again. People that I have sent to SI because of the products are now coming to me and complaining. I feel bad because I recomended them. Just feeling let down with the company that has the product I love and have spent ALOT of money on. I'm not a person that likes to complain, if that were the case I wouldn't have recomended them to my friends and family. I just want what I order to work and also be available when I need it and get the right product that I order. Sorry for going on and on but am I the only one having problems?

[seabs]

I didn't get a prepaid label for my exchange (I didn't mind though - it was only a couple dollars for shipping and my original order of a 650 was upgraded to a 1300 because the 650 was out of stock, I didn't ask for a label either). Still though, I think emailing a prepaid first class shipping label should always be policy for returns of defective products.

That's weird, man. Prepaid envelopes can't be against policy unless it's an extremely new one. I just got a replacement battery a few days ago and they included one with it. I hope they get your issues straightened out. Great customer service is my number one reason for sticking with SI and I'd hate to think it's on the down slide. I'm sure Imagine and the team will get this fixed up right for you.

[SaraBee]

I didn't get a prepaid label for my exchange (I didn't mind though - it was only a couple dollars for shipping and my original order of a 650 was upgraded to a 1300 because the 650 was out of stock, I didn't ask for a label either). Still though, I think emailing a prepaid first class shipping label should always be policy for returns of defective products.

Yeah it's not a huge deal since the postage is only like $1.50. I just asked for one because I live way out in the sticks and was too lazy to go all the way to the post office if I could avoid it. That way I can just throw it in the mailbox (still a mile walk down the driveway LOL) and not have to worry about it. Not a huge sticking point, but certainly nice for us rural recluses!

I'm pretty shocked they upgraded you to a 1300 though. That's freaking awesome!