What does it mean when you go to a suppliers' sub-forum here and they have a message from the ECF Complaint Dept? I was recently checking a vendor here and found it as a sticky and wanted to know what that meant.
Complaint Dept?
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Assuming someone lodged a formal complaint with one of the registered suppliers, and this is how they conduct further investigations.
Guessed it in one 
These guys are far and away the most complained-about registered supplier. Good to see ECF looking into it. Hopefully they'll get them to clean up their act, or failing that, kick them to the curb. For now, if you were considering buying from them, I'd look elsewhere.
These guys are far and away the most complained-about registered supplier. Good to see ECF looking into it. Hopefully they'll get them to clean up their act, or failing that, kick them to the curb. For now, if you were considering buying from them, I'd look elsewhere.
It's not a warning. There's just a couple of stickies at the top of the supplier's subforum asking them to get in contact with the complaint department and supplier department.
After reading the forum I knew who you were talking about and went directly to the suppliers subforum. ECF asked them on 4/17 and again on 4/19 to contact them.For one thing is shows they do not respond to their PMs or emails.The complaints I have read were really not that bad just a few here and there. I have read complaints about other companies but never heard of ECF getting involved. IMO this supplier is not that bad. A lot of the complaints have been about DOA atomizers which they do state on their site they will not warranty these.
I can't imagine what they did that would constitute ECF getting involved.
I can't imagine what they did that would constitute ECF getting involved.
I went back and read some of the complaints. A couple of the people with complaints urged others to report this to moderators. So I think this is what happened. Once ECF receives complaints that must respond.
Hmm... not replacing an atty that was DOA seems to be pretty poor service unless they lay out some other recourse directly with the manufacturer.
I'm glad you mentioned it ... I'll have to watch out for that when I buy from people.
I'm glad you mentioned it ... I'll have to watch out for that when I buy from people.
I'm a little surprised to see that it's the company who I bought my favorite device from. But, knowing their policies and insanely high prices, I'm not too surprised. I won't order replacement parts from them due to the high replacement costs AND the fact that they don't stand behind their product. I think it's crap that if I buy a multi pack of their atty's, I can't get them guaranteed. I also think it's crap that they didn't respond to my phone call when I had an issue with my order. I don't regret my purchase, I just wish that I had gone with the other option by another company with a different name on the product.
The only thing that surprised me about it was that it took so long to happen. I mean the only reason you wouldn't offer a DOA return policy is if you knew you were sending out shoddy goods. On top of the insanely high price of their goods, the crappy warranty, I just don't see how they have become a top supplier. I have seen smaller suppliers that have a much better product, good warranty, great prices, get slammed here over one minor thing but this company is just left to do as they please. Oh well, they don't get my money so I guess it doesn't concern me.
I was kind of wondering about this... I was thinking about ordering and wanted to know what that was about. I guess I won't be now.
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Hi all,
Just thought I'd clarify this, as members deserve an answer.
If we try to contact a Supplier but they don't respond, there is a procedure that we then run through. For example we try various emails, starting with the one that they have registered in their profile. Next, we go to their site and email them via their contact form or whatever else they have there.
If they still won't respond to us, we then have to post a message on their forum as there is probably no other way we know of to get in touch. This would mean we don't have a valid phone number either.
If there is still no response, we then shut their forum down as it obviously means there are questions to be asked about their business practices.
Currently, we are trying to get in touch with several Suppliers for whom we have obsolete information, such as an incorrect address or phone number or email. We need to try and correct that information. If a Supplier does not wish to respond, or is not aware of our efforts to get in touch, or does not visit their forum - then their forum will be closed.
So if you see this process occurring at present it probably means we want to get in touch but have incorrect information - not necessarily that there are any complaints. However the end result is much the same as if there were unresolved customer service issues - we shut the forum, since we cannot allow uncontactable Suppliers.
Please note that our Complaints Officer is very willing to listen to any issues that you may have, and in fact if you don't contact us we may not know of such issues, since with over 100,000 posts a month on the forum it isn't easy to keep track of everything. Please see the Contacts page: the link is at the foot of every page on the forum.
Just thought I'd clarify this, as members deserve an answer.
If we try to contact a Supplier but they don't respond, there is a procedure that we then run through. For example we try various emails, starting with the one that they have registered in their profile. Next, we go to their site and email them via their contact form or whatever else they have there.
If they still won't respond to us, we then have to post a message on their forum as there is probably no other way we know of to get in touch. This would mean we don't have a valid phone number either.
If there is still no response, we then shut their forum down as it obviously means there are questions to be asked about their business practices.
Currently, we are trying to get in touch with several Suppliers for whom we have obsolete information, such as an incorrect address or phone number or email. We need to try and correct that information. If a Supplier does not wish to respond, or is not aware of our efforts to get in touch, or does not visit their forum - then their forum will be closed.
So if you see this process occurring at present it probably means we want to get in touch but have incorrect information - not necessarily that there are any complaints. However the end result is much the same as if there were unresolved customer service issues - we shut the forum, since we cannot allow uncontactable Suppliers.
Please note that our Complaints Officer is very willing to listen to any issues that you may have, and in fact if you don't contact us we may not know of such issues, since with over 100,000 posts a month on the forum it isn't easy to keep track of everything. Please see the Contacts page: the link is at the foot of every page on the forum.
I found out from TW, USA that the reason for the notification from ECF was some problemls with the red and black kits. Was not about other complaints we have read on the forum.
I was kind of wondering about this... I was thinking about ordering and wanted to know what that was about. I guess I won't be now
Ive ordered from them Three times in the last cpl weeks and they are as good as it gets...Havent had to go through any warranty issues yet but....A+ in my book...
A good company is not one that never has any problems. A good company is one that handles the problems in the proper way and are polite about doing it.
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