consistent policies

[bornagainst]

Born, your loyalty is hardcore and I respect that. I'd wager that you have never been in a position in which you have been disappointed by V4L. My hope for the policies is that they would ensure that everyone has *your* experience, not mine or that of anyone else who felt that their treatment (even if only on one occasion) was below the V4L standard.

As a matter of fact I have had a few issues regarding shortie auto batteries.

I sent emails to support or PM and the issues were resolved. I may be somewhat more forgiving than most, since I ran a homebased internet business for some years, so know how it goes.

However I do have to take umbrage with this statement. My loyalty is to myself, and myself only. It just happens that V4L is a company which has served me well, and the community here has served me well.

I never get involved in flamewars, I NEVER tell people that V4L is a better company than so-and-so....I like to think that most of the time I carry myself with some semblance of class.

My purpose is to stay off analogs, and through helping some other people do the same, help myself again.

I post in V4L, IkenVape, HappyVaper and the Canadian subforums with just as much enthusiasm.

 

[SMILIN]

I will make sure to post new, comprehensive policy by tomorrow night

Steve

 

[critterbug]

On the issue of netiquette, I have to disagree. For purposes of illustrating the point, the posted exchange did not reflect especially positively or negatively on either party. There is no personal information exchanged. This is not a licentious exchange between lovers. There is no betrayal. It is a simple illustration of how these occasional misunderstandings grow into cs complaints.

[Aside: If anything, I'd say I threw myself under the bus there... didn't anyone catch the reactionary little "Well, then. I'm gonna send you everything I got that's broken." I mean. Poohoo already.]

 

[jeffree]

Just to weigh in...

I've spent well over $500 in a dozen orders, thus far, without a mistake made even during the big-sale weekends.

Agree that another's emails shouldn't be made public without approval.

Generally think too many folks create complaint threads here instead of working things out directly with V4L.

Know that every step toward standardization can take away some good flexibility for others.

Have often thought that the V4L crew's active posting in this forum is wonderful but also a double-edged sword for them, likely to change as the company grows.

But I do agree that some basic published policies would be typical and helpful, especially for noobs.

(No disrespect intended to anyone involved in this thread. Just my opinion as one of many here.)

 

[VapingRulz]

If a customer gets a damaged movie, it gets replaced as soon as they return it, or they get a credit for later. But the damaged movie has to come back first, and they get a replacement for the same title.

I hope the new policies will take into account the fairly high failure rate of batteries and pass-through's. I've received several bad batteries and a bad PT - one of the new ones @ $20. To me, $20 is a chunk of change. The button works only intermittently. When it works, it's great - but it's very unreliable. (I have not complained about it or asked for a replacement; this is just to illustrate my point.)

I understand that this sort of thing happens, it's a fledgling industry. But I really would not be happy to have to take the time to pack it up and pay to ship it back. I never go to the post office and I don't want to start now; it's a complete hassle.

I guess my point is that if V4L is aware that some items tend to be unreliable, they should take customers at their word - which is exactly what they have always done with me. I appreciate that kind of customer service. On the other hand, I can see how an unscrupulous customer could easily take advantage of that type of customer service attitude and complain about items that are not really broken. That would be a real problem for V4L. (Maybe it is already a problem.)

 

[yanks21]

I've received . . . a bad PT - one of the new ones @ $20. To me, $20 is a chunk of change. The button works only intermittently. When it works, it's great - but it's very unreliable. (I have not complained about it or asked for a replacement; this is just to illustrate my point.)

I understand that this sort of thing happens, it's a fledgling industry. But I really would not be happy to have to take the time to pack it up and pay to ship it back. I never go to the post office and I don't want to start now; it's a complete hassle.

Vaping you definitely should let them know about the PT if its still within 45 days.

I totally understand not liking the PO (the one near me is hell on earth) BUT you can print postage online at USPS.com and arrange for a pickup as well - then you just drop it in your mailbox and they come pick it up.

You shouldn't have to deal with something that isn't working properly.

On a different note: V4L definitely has my respect as do all of the companies here with sub-forums - I couldn't even begin to imagine what it's like to have a totally public forum in regards to your business - especially a small and growing one. I'd have an anxiety attack with a week.

 

[critterbug]

jeffree, I was told from the first time I had an email address, "Be careful what you say in an email. Assume it could be made public." Sharing personal emails, in my opinion, is improper form. I distinguish between emails between customers and suppliers, professional emails, and personal emails. However, I understand if others don't. I hope all who share your opinion were able to stop reading before they got to the contaminated text.

I, again personally, prefer verbatim accounts rather than interpretations.

 

[maxx]

But V4L folks aren't just suppliers....they also participate in topics not strictly related to customer service. The distinction becomes gray and many people consider the V4L staff friends. All I am saying is it is a slippery slope to post private communication here.

 

[jeffree]

Hey there, Critter. I appreciate the considerate tone of your post, and I get your point about the professional and personal distinction. Actually, I lean against such unapproved sharing here in our forum for exactly that reason.

When I describe this forum and V4L to my friends and colleagues, I always use the word "family" in that description. I consider the close company and client relationship something special here. Primarily for that reason, I found the email forwarding inappropriate, like forwarding Uncle Joe's emails on to Aunt Millie. Ah, but it's not a big deal. Just throwing out my own reaction on a lazy Sunday morn.

 

[keyzygirl]

So much for not wanting to upset anyone.

 

[bornagainst]

So much for not wanting to upset anyone.

Tragic foreshadowing.

 

[critterbug]

Too bad, guys. Can't take your sensitivity seriously at this point. Over and out.

 

[LudaCura]

The real negative about these kinds of threads, is that it stops being about the original issue, and ends up becoming a flame war. Look how the last one denigrated until it was mercifully shut down. I think many people have a naturally combative personality (I for one, am always holding myself back from the urge to start calling names and pulling hair), and it simply becomes about "winning." Instead of a calm discussion that may end up in some kind of resolution, it just ends of with a lot of people, on both sides of the argument, seething with indignation and losing their cool, which is very easy to do on a relatively anonymous internet forum. It really suits the victim personality, who wants so desperately to gather people on their side, even if the issue at hand could have most directly been dealt with by going through the supplier, not on a public forum where the only intention is a veiled attempt to defame the supplier without giving them a real chance to make it up through a private channel.

 

[VapingRulz]

V4L is old-school in terms of customer service; the customer is actually important to them. I like that...a lot.

 

[maxx]

In fact I believe there is a forum rule covering this very thing. It concerns me as well, maxx. Unless permission has been explicitly sought for the publish of private email, it is poor form to do so ... no offense whatsoever intended to the OP, just mho.

Jan

Thanks....you made go looking.

You are quite right. ECF does expressly prohibit the practice. Thanks for heads-up. I have to get out of the Vapor4life sub-forum more.

 

[keyzygirl]

I was not trying to be mean,I just think it all gets out of control.

 

[LudaCura]

And that was my mean side coming out, sorry! I won't post in these types of threads anymore. I was doing the exact thing that I was talking about. Kind of a given, any post in these kinds of threads will offend someone. Best not to even contribute to them, in my humble opinion.

 

[Mary Kay]

Editing myself as I went and looked it up: Here is the ECF rule on the subject of posting P.M.'s and E-mail on this form.:
ECF rule #8


8. Posting the content of PMs or personal emails on the forum is not allowed. All PMs and emails are deemed to be confidential and cannot be made public except with the prior written consent of the author.

 

[maxx]

Apologies for derailing the thread.....

Out, as well.....

 

[timothy]

I have had a rant too once for reasons of my own. It just seemed like no one was listening or taking me seriously. And some of the answers to my posts were kind of like being smacked in the face for even daring to bring it up.
I think that the latter part is where most of this has come from, most just want what they pay for nothing less and someone to listen and to try to help when something gets messed up. Yes we know things get messed up and most that come here regularly know ya'll are very busy and you can’t answer everyone and run your company too though ya’ll do try.

Then you have others that will take advantage of your warranty saying that something is broken so they can get something for nothing. And also the written word can be read and interrupted anyway one wants to in these posts. Depends on your mood when your reading them as some throw out some really smart a** answers to a valid question or one the person posting thinks is valid to them. We are a community of differences this is a fact.

This place and V4L is the premier place to come and get the best product and support hands down. There is always more people here than any other forum here on ECF.
And though even I gripe sometimes.

I just want to say thank you to all of the people at vapor4 life and their family’s for bringing us such a wonderful product and for their time they have invested in this so that we all may enjoy the fruits of their labors..
Thanks
Timothy

Now if ya’ll want to flame me be my guest but its my .02 cents anyway