Ask IMAGINE & S_Steve - Thread :)
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I am sorry there was an issue 
... once they read the ticket they will send out the missing items ASAP.
Who signed the packing slip?
... once they read the ticket they will send out the missing items ASAP.Who signed the packing slip?
It was stamped...packed by Craig, and checked by Craig.
Are you sure they will read the ticket today?
Are you sure they will read the ticket today?
all tickets are replied to in 24 hours... if you tell them who signed it is speeds along the process..
No sorry we have grown quite large... I handle the forum only for CS... there is now an entire CS team to handle tickets, live chat and the phones... I have been working remotely with the store in NJ
Well, no answer on phone and I don't see anything on the website about live chat...what am I missing about CS? I'm really upset about this.
I understand you are upset...and I am very sorry for the issue...as long as you emailed us on the contact us page with the missing items and who signed for the invoice... they will ship the items out to you ASAP.
I used the "contact us" email as well, kind of annoying that no one answers the phone, though.
If someone is not answering that means that all the lines are busy unfortunately we get hundreds of calls a day and they can last 5 min or 45min...
We are always increasing the staff to meet demand.
we get hundreds of calls a day and they can last 5 min or 45min... We are always increasing the staff to meet demand.
I finally heard from Heather, just some FYI...one of the things I ordered is out of stock, but there was no way of knowing that as my shipping receipt said it was shipped. Also would be nice if you could just stay on hold when you call until someone becomes available. I'm sure everyone is very busy, but I'd rather not leave a message and play phone tag when I could just wait for a bit to speak with someone. Maybe I'm weird that way.
I understand growing pains and all, but it was a very frustrating experience.
I understand growing pains and all, but it was a very frustrating experience.
If you ordered during the sale I would assume you can appreciate the overload that the SI crew has experienced. Every company goes through it on holidays and such. I ordered Sunday night and this morning my order was still in processing. Having dealt with SI and Imagine so many times before I understand this, as well you should. Mistakes get made, that's life, but I would think any dealings you've had with SI and the terrific customer service in the past should make up for any inconvenience during a massive sale like we just received. I understand your frustration with the phone calls, I can't stand that, but with the previous treatment I am completely willing to deal with a set back here and there. I believe most of the frustration is probably with the poor folks trying to fill our demanding orders. Hang in there and let us know how it turns out.
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I ordered 2 Rainbow X2 automatics on Friday afternoon for the sale (hubby wanted one, so naturally I had to have one too!). They arrived today!!! Lovin' it!!! I was a bit surprised because of the holiday and everything. I was also surprised that it was late SUNDAY NIGHT when I got the notice that they'd shipped! I mentioned to hubby that SI must be working their employees to death if they were still working on Sunday! lol!! Thanks, Smokeless Image! We are happy campers!
Yeah, this is why I didn't really want to get into here. But Imagine asked....
This was only my second order with SI, so no, I haven't really dealt with them all that much, but it's pretty simple. I ordered 3 things, was told they were shipped, when that wasn't the case. Like I said, I wouldn't have minded sitting on hold on the phone if I could talk to a person, explain the situation, and get it resolved. But I had to sit and wait and hope that someone would respond to my emails. If Imagine hadn't gotten involved, I don't know if it would be resolved yet, but she did and it is better, though not totally. I understand customer loyalty and all, but I'm on the fence.
No worries here. I have been there with many companies. I only know "my" experience with SI for sure. Imagine definitely seems to hold things together for us. What a God send. Again, I hope all works out for you and hopefully it doesn't discourage you. Best of luck to you with your order, future orders, and vaping, whomever you decide to go with.
I hate that you had issues with ordering.. I have only placed one order and was thoroughly impressed with the speed of it. Having worked with small companies that are growing there are going to be issues with it and especially if they don't have the phone set up for a high volume of calls. That is probably why you couldn't get through because the way the phone system is set up. Hopefully things will look up for you and you will give the team another chance.
I am really loving the folks at smokeless image and would hate for them to lose a customer over something like that
I am really loving the folks at smokeless image and would hate for them to lose a customer over something like that
Sorry you had trouble with your order Philly, especially one of your first ones. Doesn't make for a good impression. I've placed about 25 or more orders over the past year, and there's only been a couple times something was forgotten or wrong thing sent. They always corrected it immediately, and even sweetened the pot a little for my troubles. Don't give up too soon, I promise your experience isn't the norm.
I do think one thing that would help enormously with ordering something only to later be told it was out of stock would be if there was a real-time inventory system. Show us how many units are in stock, and count it down as orders are placed. If there are only 3 left and I order 5, it would have been better to just know I can only order 3 instead of going thru the hassle of backorders, substitutions, or refunds. I know of a couple sites that do this so it can be done.
I do think one thing that would help enormously with ordering something only to later be told it was out of stock would be if there was a real-time inventory system. Show us how many units are in stock, and count it down as orders are placed. If there are only 3 left and I order 5, it would have been better to just know I can only order 3 instead of going thru the hassle of backorders, substitutions, or refunds. I know of a couple sites that do this so it can be done.
I was so excited to get my order from SI today. A manual 1300 in rainbow and 12 of the new gem tips. It quickly turned into a nightmare. The battery color only processed on 2 sides. Leaving the 3rd side silver with a sliver of yellow at the bottom. It looks like it was processed sideways. But even doing that wouldn't leave it silver. Matches the silver cone perfectly.
So then I decide to try out the gem tips. Put the first one in and the stone popped out. The next one was setting almost sideways in the setting. The third has a dark line of dried glue running through it that creates a black line. Then more came out of the settings. I finally found 1 out of 12 that I could use. And I was grateful for that since I had a battery that the original clear gem had fallen out.
I know one thing. I'm not going to be at the front of the line to try the new items anymore.
So then I decide to try out the gem tips. Put the first one in and the stone popped out. The next one was setting almost sideways in the setting. The third has a dark line of dried glue running through it that creates a black line. Then more came out of the settings. I finally found 1 out of 12 that I could use. And I was grateful for that since I had a battery that the original clear gem had fallen out.
I know one thing. I'm not going to be at the front of the line to try the new items anymore.
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