Customer service

[cosmic charlie]

How do I get an answer from customer service? I have sent several emails starting Friday and have received only 1 one sentence response that was no help at all. If fact I felt as if they only read half of the email. I do not wish to complain on the forum but I have injured myself (burnt fingers) waiting for a resolution, well just an answer to my emails really if I am on my own fine but I don't want to void a warranty if one applies. Once again sorry to bring this up here but PLEASE help!

 

[Di]

I am sorry if you did not receive a good response from CS,
Selina is usually very good on this,

please try again,
and I will also leave a note for her with your name for her to look for your message ------

 

[cosmic charlie]

Thank you, I got my order super fast, one week after ordering great shipping time.

 

[Di]

No worries hun,
I spoke to Selina,

she is looking again at your message, and she is going to talk to David on your message solution,

I do not know what your isuue is-
I do not need to know-
she will take care of you

Thank you, I got my order super fast, one week after ordering great shipping time.

 

[cosmic charlie]

Thank you for your quick response. I have received and responded to emails from Selina. Not optimistic in the outcome so far. I will not be placing another order to get replacement parts that I paid for in the first place. I understand shipping is costly and the price of doing busness must be watched.

 

[cosmic charlie]

your warranty / exchange information should be explained better on the web site. looks like I am on my own in finding a solution to my problems as i will not be placing a second order. when recieving a first order and having a defective switch, then having to order more potentially defective products to get a new switch is not good business as far as I am concerned.

 

[Di]

as you are in the USA -----and still under warranty -----

you should return the faulty/failed switch to the returns officer - Chris -
he would then send you a replacement switch.

is there a problem with this procedure ???????

I understand that when you ask for replacement it is good idea to ask if you will be making another order -
this way they can include your replacement in the next order for you -thus saving on some shipping costs, -

however, you should be entitled to a replacement part when you ask under warranty,
and the policy does state you must return the faulty part,
this way eastmall can see the problem and learn from it,
and - or - return it to the manufacturer and we can get a credit for it also.

so please, ask for this replacement under warranty from Chris,

PM him here ---- he is emrocks. View Profile: EMRocks - E-Cigarette Forum

he will give you instructions on how to proceed,
or follow the same proceedure with Selina, and go thru china office.

 

[cosmic charlie]

Nothing wrong with this procedure. This is ths first it has been offered. I was told by email to make a note on my next order and they would send a replacement then.

 

[Di]

I like my idea better than that -- hahahahahahahahha
contact Selina and ask if you can return the faulty switch to Chris -- he is the returns officer in the USA
and ask please can you have a replacement under your warranty --
please give your order number where by you purchased the original one--

PS - the under warranty replacement coming with your next order is fine, if you make regular orders,
but if not,
then it should be ok to have your under warranty replacement when you request it.

 

[cosmic charlie]

Once again you have sumed it up quite eloquently. Thank you Di will do

 

[cosmic charlie]

Really it does make sense if you can cut down costs, it makes it less expensive for all of us, and I appreciate that.

 

[EMRocks]

Sorry about the switch problem you had, Stanley. I have quite a few switches in stock right now, so you can feel free to PM me and I will give you my address so that you can return it to me in Ohio (please also include your order number in a note with the returned switch), and I will be glad to send a new one out to you ASAP, as this apparently has already been approved by Di. Thanks!

 

[Di]

Thank you Chris, and Stanleyeis ---

please proceed with this plan,

it has been approved by me,
and by David also
and I have spoken to Selina on it

we are all in agreement this is our best course for you


find a faaaaaaaaaaaaaaaaaaaaaaaast mailman Stan !!!!! hahahaha

we will have you clicking again in no time at all

Chris, --
make sure you click his clicker before you send it to him - hahahaha

Really it does make sense if you can cut down costs, it makes it less expensive for all of us, and I appreciate that.

Sorry about the switch problem you had, Stanley. I have quite a few switches in stock right now, so you can feel free to PM me and I will give you my address so that you can return it to me in Ohio (please also include your order number in a note with the returned switch), and I will be glad to send a new one out to you ASAP, as this apparently has already been approved by Di. Thanks!

 

[EMRocks]

Thank you Chris, and Stanleyeis ---

please proceed with this plan,

it has been approved by me,
and by David also
and I have spoken to Selina on it

we are all in agreement this is our best course for you


find a faaaaaaaaaaaaaaaaaaaaaaaast mailman Stan !!!!! hahahaha

we will have you clicking again in no time at all

Chris, --
make sure you click his clicker before you send it to him - hahahaha

I'll test it before I send it to him as long as he is okay with that.

Stan - do you want me to test your switch for a day before I send it out? i can start today so that it's still ready to go out as soon as your bad switch arrives...?

 

[cosmic charlie]

By all means please test it out

 

[EMRocks]

By all means please test it out

Sure thing Stan. Again, I sincerely apologize for any inconveniences you have experienced with your defective switch. I'll see to it personally that you get a good one. I'll also make sure it doesn't get scratched while I'm testing it, and to sterilize it with isopropyl alcohol before shipping it to you.

 

[bluffy]

good for u stan.. I hope EM also have a representative here at Malaysia... gotta buy something from u guys next week.. my second e-cig.. and I really hope it will be fantastic..

 

[Di]

Unfortunately we have not a representative in Malaysia,
but shipping from China to you is quite good, we have many malaysian customers.

good for u stan.. I hope EM also have a representative here at Malaysia... gotta buy something from u guys next week.. my second e-cig.. and I really hope it will be fantastic..

 

[bluffy]

pick me as ur representative then Di.. I,ll handle evrything from here~

 

[Di]

I will keep you in mind along with my friend, shadowin, if we need someone in malaysia.

pick me as ur representative then Di.. I,ll handle evrything from here~