CS issues and European customers

[pmos69]

One of my trifectas was DOA, and CS just mailed me to send it back for a replacement.

Taking into account that my initial order of $78 (with discount) worth of products ended up costing me $222 ($78 products + $29,75 shipping + $116 VAT and custom taxes), I'll have to refrain from further costs.

What CS is asking would mean more shipping costs for me, and the risk of having to pay further customs taxes for I product I already paid (dearly).

What a mess

 

[Rift]

There really needs to be an RMA system implemented where Bloog covers the shipping for the customer on a DOA item. Its not the customers fault if the product is broken, and we really shouldn't have to pay for shipping back.

 

[leaford]

I just e-mailed Chris about this. How about we just send out the replacement without asking you to return the defective, and declare it as a replacement part with a value of zero? Would that work?

 

[pmos69]

I suppose it might.
Don't really have the experience to tell you.
The customs taxes and services fees are just plain robbery, taking into account that VAT itself is just 23%

 

[Frick]

I've heard that if the box is small, and you mark it "samples -- not for re-sale", there is no customs charges, but that definitely varies by country.

 

[beachpuff]

Leaford can you ask someone in China? They do seem to know how ship cheaply and I think someone actually brought this up at some point. Maybe sending a replacement from the factory over there instead of your warehouse here might help?

 

[slim66]

Good call Leaford. If I ever have a defective product, I tell the company to refund my credit card, and that if they want the defective product back, they should mail me a postage-paid return envelope. I won't send back a defective item at my expense, and I'm in the U.S. You should definitely not have to do so from another country.

 

[leaford]

Well, we do credit back shipping charges for returned goods. But I hear you, Slim.

 

[MichelleDen]

Items from China must be marked too.... And things get snatched from there too.

 

[Rift]

Well, we do credit back shipping charges for returned goods. But I hear you, Slim.

Hrm I never got any such refund when I returned the Trifecta =/

 

[leaford]

I'll have to double check, but I thought that was our policy. What's your order #?

 

[pmos69]

Who's order number? :-/

 

[Rift]

I'll have to double check, but I thought that was our policy. What's your order #?

Not sure if that was meant for me but if it was don't worry about it, its already in the past I'm not stressing over it. Rather get Pmos his new battery!

 

[leaford]

Well, I did double check, and it is indeed our policy to refund the shipping charges on returned defective merchandise. So, if it happens again, just let us know, and we will take care of it.

 

[leaford]

Who's order number? :-/

I meant Rift. You're our only Portugese customer, so it's easy to find your order. It's filed under UK.

 

[Rift]

Well, I did double check, and it is indeed our policy to refund the shipping charges on returned defective merchandise. So, if it happens again, just let us know, and we will take care of it.

Good to know thanks leaford.

 

[pmos69]

I meant Rift. You're our only Portugese customer, so it's easy to find your order. It's filed under UK.

If that's a 1st step in your UK distributer partnership I'll be glad.

Btw, I've been holding off from recommending Bloog purchases to my Portuguese fellow vapers because of the customs problems.
(I am a somewhat active member of the Portuguese Vapers Forum)
Get the EU channel ready and you'll get more customers.

 

[leaford]

If that's a 1st step in your UK distributer partnership I'll be glad.

Btw, I've been holding off from recommending Bloog purchases to my Portuguese fellow vapers because of the customs problems.
(I am a somewhat active member of the Portuguese Vapers Forum)
Get the EU channel ready and you'll get more customers.

Well, unfortunately that's not really within our power. We need a EU distributor to approach US. We can't exactly go wrangle them ourselves.

 

[pmos69]

They need to be wrangled! :/

 

[MichelleDen]

Then nowt will happen.. Most are to happy with their rivas n mods and dont believe small pv's have gotten better.. LF just cut the kr8 out comepletely.. Oh and most of them dont like the branding and ad hoopla you guys make.. Works the opposite on them..