A sad day...A parting of ways...and crappy customer service...

[Drozd]

Greetings Johnny,
I'm writing to let you know that while I've been using Halo on and off since your debut here on ECF back at the end of 2009/beginning of 2010... (though mostly from B&M stores)....it's a sad day because I can no longer support your company or juice because of what I see as a complete lack of customer service or care...
I was going to buy a bottle of your juice for my father who I've finally convinced to vape...however it seems that he does not do so well healthwise if the're is greater than 50% PG...
Now while I respect that you all feel that keeping PG/VG ratios propritary (a move I cant say I agree with)... I would expect that CS could at least confirm to me if your juice was 50% or more PG...
Given that it's a known health issue in my father's case....I find it completely unconsciable that your CS would expect me to roll the dice and take a chance with his health.

In this day with so many vendors out there, having stellar CS is key...and keeping what can be considered to some vital health information shrouded in total secrecy is very, very poor CS...and downright unconsciable in a company.

 

[Cinder Ella]

Hi Drozd,

Sorry to hear about this situation, CS should have confirmed for you that yes all of our juices are significantly more PG than VG. Can you please let me know either in this thread or in a private message the name of your CS rep so i can make sure they have the correct information. Also, please let me know if there is anything else I can do for you.

 

[Drozd]

Her name was donna and she seriously just cut and pasted the FAQ canned answer about it being proprietary..

 

[Cinder Ella]

I will check into this and again i am sorry for your experience as that is not how we would typically handle such a question.

 

[Drozd]

It was the single worst chat "help" session I've ever experienced anywhere...kept going online and offline and not responding...
Actually started about almost 2 hours ago...and I just now closed the window...

Whats worse I read the FAQ first...then went to chat...and explained the whole health situation and that I wasn't looking for exact ratios because I understood that it was proprietary..
After a 15min wait I got the cut and paste that's proprietary info response (and it was litterally cut and paste word for word from the faq)...
I replied that that was a crap canned response and that it felt as if Halo did not care and I was expected to just roll the dice with a health concern....that all I was asking for was confirmation that the juice was or was not 50% Pg or greater....
And no response after an hour and a half...

Truthfully, thats how a company looses a customer after 3+ years...1 Donna

 

[Anachro12]

Well having a representative here answer your question and then say they will retrain the cs rep, thats about as good a company as you can ask for. As a manager I have had my share of poor or misinformed employees, you cant always help what they are going to do. Its what a company does after the fact that is most important!! I think Cinder ella did awesomely here.

 

[Drozd]

Yes she did...
What I'm saying is that for a quick answer I went to their site and used their chat help...
Being that I was around here back in 09 when Johnny introduced the line I knew that if worst came to worst I could come to ECF...

But what about those that aren't on ECF...
When it appears that the CS doesn't read the question and just offers a cut and paste of the faq...and takes forever to even do that
That's what I'm saying loses customers....

Secondly, Cinder didn't say she was going to retrain...just that she'd look into it...so for that I felt a full accounting of the experience was necessary..lets face it chat help is a hired out service...so for her to take it to that company she needs details as well...

In this case halo is not the juice for my father...prior to Cinder ella's responce here would it have colored me doing business with them again, you bet...thankfully that interaction with donna bothered me enough to come here and start this thread...

I do appreciate Cinder's response here...

 

[Cinder Ella]

Again I am very sorry to hear about your experience, Donna should have informed you that the liquids are higher in PG. She is a newer employee so I will make sure this is corrected.

Also, while it doesnt excuse anything, we have been having some updates done to our server over the last few days so that was most likely the cause of the unfortunate delays.

Please let me know if there is anything else I can do for you as we would obviously love to keep you as a customer!

It was the single worst chat "help" session I've ever experienced anywhere...kept going online and offline and not responding...
Actually started about almost 2 hours ago...and I just now closed the window...

Whats worse I read the FAQ first...then went to chat...and explained the whole health situation and that I wasn't looking for exact ratios because I understood that it was proprietary..
After a 15min wait I got the cut and paste that's proprietary info response (and it was litterally cut and paste word for word from the faq)...
I replied that that was a crap canned response and that it felt as if Halo did not care and I was expected to just roll the dice with a health concern....that all I was asking for was confirmation that the juice was or was not 50% Pg or greater....
And no response after an hour and a half...

Truthfully, thats how a company looses a customer after 3+ years...1 Donna

 

[Drozd]

No, you were fantastic...
Just wanted to rant about my experience with chat CS...
My local B&Ms carry your line and I'm sure I'll continue to buy for myself when the mood hits (though with RDAs I'm moving toward higher VG ratios as well)...

 

[Evie Luv]

Yes Cinder Ella is great!! Sorry you had trouble with the new girl. My experience with Halo customer service has been great but I know-nobody is perfect.

Good Luck to you and your dad.

 

[Penguins17]

Yeah, I've noticed that using Halo's "online chat" is a must not. The best bet is to email, or call them, or message Cinder here. Sorry to hear about your troubles though, hope you can find something he likes that won't affect his health.

 

[Johnny Blaze]

Greetings Johnny,
I'm writing to let you know that while I've been using Halo on and off since your debut here on ECF back at the end of 2009/beginning of 2010... (though mostly from B&M stores)....it's a sad day because I can no longer support your company or juice because of what I see as a complete lack of customer service or care...
I was going to buy a bottle of your juice for my father who I've finally convinced to vape...however it seems that he does not do so well healthwise if the're is greater than 50% PG...
Now while I respect that you all feel that keeping PG/VG ratios propritary (a move I cant say I agree with)... I would expect that CS could at least confirm to me if your juice was 50% or more PG...
Given that it's a known health issue in my father's case....I find it completely unconsciable that your CS would expect me to roll the dice and take a chance with his health.

In this day with so many vendors out there, having stellar CS is key...and keeping what can be considered to some vital health information shrouded in total secrecy is very, very poor CS...and downright unconsciable in a company.

Hey Drozd,

Just wanted to personally apologize for the issue you experienced with customer service. The rep you referenced is relatively new to the company, and I'm not sure how comfortable she was with offering up information like this. Im not going to make excuses, as we dropped the ball and should have indicated whether there is more than 50%PG.

Once again, I do apologize and appreciate your business over the years.
JB

 

[BigBen2k]

FWIW

I've developed a sensitivity to PG, after 9 months of vaping, and I can't vape Halo juices anymore

I agree with the OP that PG/VG ratios should be public. There isn't anything in this information that prevents Halo from keeping their recipes proprietary.

My 2 cents.

 

[DaveOno]

I don't totally agree about Halo releasing the ratio.

But it should be stated on their website that their blend is significantly more PG than VG. I think that information is enough to alert PG sensitive customers.

And I feel badly for the many vapors out there like you, BigBen2k, who like Halo flavors, but are now unable to enjoy them due to PG issues.

 

[JohnnyDill]

-While I personally prefer Halo juice just the way it is, with a high PG percentage, I cannot understand why Halo does not give the customer a choice of PG/VG ratios..... many E-liquid suppliers do!

 

[AmandaD]

-While I personally prefer Halo juice just the way it is, with a high PG percentage, I cannot understand why Halo does not give the customer a choice of PG/VG ratios..... many E-liquid suppliers do!

Probably because the flavor is a little different with different ratios and would have to be adjusted?

 

[JohnnyDill]

Probably because the flavor is a little different with different ratios and would have to be adjusted?

If you are in the E-liquid business, this adjustment would be a no brainer, if needed. Just sayin!

 

[JohnnyDill]

Probably because the flavor is a little different with different ratios and would have to be adjusted?

If you are in the E-liquid business, this adjustment would be a no brainer, if needed. Just sayin!

 

[BigBen2k]

-While I personally prefer Halo juice just the way it is, with a high PG percentage, I cannot understand why Halo does not give the customer a choice of PG/VG ratios..... many E-liquid suppliers do!

It's because the PG is the primary flavor carrier. An all VG e-juice doesn't have as strong a flavor.

I'm enjoying a mostly VG line of juices now, and I'm pretty happy with it. It's no Tribeca or Southern Classic, but it sure makes lots of clouds!

 

[AmandaD]

If you are in the E-liquid business, this adjustment would be a no brainer, if needed. Just sayin!

And it's probably not financially viable, because they presteep their juice, so they have to forecast demand. They could probably make a mainly VG juice though - but I think it would be hard to get exactly the same taste.