Let me start off by saying that I am a very loyal customer to SI. In the past 10 months, my orders with them have totaled over $800. I have turned them on to my friends and placed orders for them to get started with vaping.
I got a friend a starters kit about a month ago and one of her standard Volt batteries stopped working. It was still under warranty so I opened a ticket and was told to just return the dead battery and it would be replaced. So 2 weeks after mailing it back, I hadn't heard anything and reached out again by email. They said it wasn't received and then asked how I shipped it (if it was in standard envelope or padded mailer). I replied that it was in a normal envelope. I then got this reply:
"Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item" A standard envelope would be considered poor repackaging- since these is no padding for items and it gets destroyed at the post office through the sorting machines. -Heather
After a couple emails back and forth I finally replied with this:
It not worth arguing over this. No where in that statement do I see "do not use a standard letter". All i was told in my original email was to return the battery to you. But I suggest you change the wording. Sending in a padded envelope would cost me $3-5, since I would have to buy the envelope and then mail 1st class. That is a lot of hassle, and money out of my pocket, for a $10-12 item that is supposed to be covered under warranty.
No reply back or worries of me being upset. It's a little disappointing since I have been such a good customer, and I wasn't looking for a freebie just a replacement for something that was covered under warranty.
I will be replacing my friends Volt with one of my spare ones, but this definitely left a bad taste in my mouth.
I got a friend a starters kit about a month ago and one of her standard Volt batteries stopped working. It was still under warranty so I opened a ticket and was told to just return the dead battery and it would be replaced. So 2 weeks after mailing it back, I hadn't heard anything and reached out again by email. They said it wasn't received and then asked how I shipped it (if it was in standard envelope or padded mailer). I replied that it was in a normal envelope. I then got this reply:
"Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item" A standard envelope would be considered poor repackaging- since these is no padding for items and it gets destroyed at the post office through the sorting machines. -Heather
After a couple emails back and forth I finally replied with this:
It not worth arguing over this. No where in that statement do I see "do not use a standard letter". All i was told in my original email was to return the battery to you. But I suggest you change the wording. Sending in a padded envelope would cost me $3-5, since I would have to buy the envelope and then mail 1st class. That is a lot of hassle, and money out of my pocket, for a $10-12 item that is supposed to be covered under warranty.
No reply back or worries of me being upset. It's a little disappointing since I have been such a good customer, and I wasn't looking for a freebie just a replacement for something that was covered under warranty.
I will be replacing my friends Volt with one of my spare ones, but this definitely left a bad taste in my mouth.
