customer service

[randomname79]

Hi all, new to vaping and really enjoying it. I thought i'd put a post up here for anyone that happens to be looking through as i feel good service should be rewarded. I got myself a new volt and some carto's awhile back and i could not have been happier with how they work. It's definately my go to out and about PV. Some of the flavors i bought aren't for me and some are absolutely great( this is not a dig as everyone has their tastes on what's good and what's not) I also bought an ego setup for at home and i was having issues with crazy throat hits using a less pg mixture. The folks at SI were kind enough to fill me in on their pg/vg ratios and mentioned it may be the carto's i was using and not the juice( hey what do i know i'm just a noob ) sure enough the dual coil carto's just produce too much throat hit when i was used to smoking lighter than light analogs. So thanks for the great customer service in helping with a product that's not even yours and in the process securing a customer for a long time for his day to day vaping needs.

 

[It's Only Me]

Yea, they're like that at SI. Enjoy.

 

[StrangeShay]

I've only ordered from them twice but I'm finding there CS a bit lacking currently. Placed an order Monday morning, noticed it was still processing on Tuesday afternoon even though they had charged my credit card on Monday. Tried to call 4 times, ended up at voicemail each time, didn't leave a message because I wasn't going to be in a position to answer if they called back. Used the contact form on their site and finally got a reply today that basically said they were backed up due to the sale and were trying to catch up. No mention of an estimate on when they would actually get around to shipping my order. Updated my CS ticket asking for an estimate, no reply as of yet. I've called close to a dozen times and always end up at voicemail. I like the products I got from my first order which got to me quickly but this second order is giving me way to much time to look at other vendors...

 

[randomname79]

ya i think there's something messed up with the automated tracking. I live in canada and my shipment showed up in less than a week which is scary fast comming from the u.s, but didn't show as shipped until the day before i got it. I wouldn't be suprised if you get the package before the tracking system shows it as shipped.

 

[badchevy]

I also placed a order but over the weekend during this sale, with 23% off I was actually expecting my order to take a while to be shipped because who can pass up a sale like that? I was actually impressed with how fast it was shipped, yes it was not as fast as normal but then again what do you expect when everyone is taking advantage of a great sale.

 

[StrangeShay]

I expect to be contacted if they can't meet the terms the specify on their own site. I don't expect to have to work this hard to just get a estimate of when or if my order is going to ship.

 

[homeprogreen]

I don't think anybody every gets thru on the phone. But I've always gotten good results with submitting a ticket. They probably haven't responded to your request for estimate because they don't know how long it will take. I ordered last Thursday night because of sale. It finally shipped Tuesday and when I checked tracking I'll have it tomorrow. Since I'm in california that's pretty good. I'm sure they will get it out as fast as they can. I maybe be wrong but I think all orders are filled and shipped in the order they are received and I'm also sure that they got buried with a 23% off sale

 

[StrangeShay]

I get that they got slammed due to the sale, I get that shipping them in the order received is the most fair equitable way to handle it. My issue comes from the fact that they state on their page that they try to get any order placed by 2 pm EST out the same day, I ordered before noon on Monday, it's now 11:30pm on Wednesday and I still have no clue when I will get my order. The reply from CS said they are behind, they are working late to get caught up, they appreciate my patience. No apology. No we hope to have your order out by <insert date>. On top of that I had to contact them and wait a day for a reply that told me virtually nothing useful. I think the lack of an apology and borderline flippant attitude is like salt in the wound.
Now that I've waited this long I have the choice of buying some overpriced disposables, more cigarettes or driving at least an hour each way to the nearest brick and mortar vape store to buy vastly overpriced products...yay!

 

[homeprogreen]

All I can say is that in all the time I've dealt with them they've been pretty close to on time with shipping and customer service has been great to deal with and went out of their way to solve any problems I had with an order including 1 time when something was out of stock contacting me and ending up swapping that item for higher priced item at no extra charge. C'S is probably buried from people inquiring when orders will ship and are stretched to the breaking point. If it was me I would give them another chance as this isn't the way dealing with them normally goes. Out of all the company's I've dealt with they do have the best CS

 

[Ericw]

I'm with most of the others here. The CS for SI is usually pretty great..I've had my share of issues with their products lately but their CS is responsive..they may not have come to a satisfactory resolution for my particular instance to me, but they've tried and haven't left me completely high and dry. I have noticed though that over the last few weeks processing has seemed to take a LONG time. I used to be able to order Monday and have my item by Thursday or Friday. Now I'm lucky if I have it by the following Monday. I've decided to start ordering juice from a different vendor for that reason alone. I'm giving them one more shot on hardware before I flat out find a new place to do business, but it has nothing to do with the CS.

 

[JoAnnW]

I believe a lot of these issues are because SI is moving to a larger location. It would be great if we got an update from Imagine about how things are going but here is the link for the thread. Imagine's post is #29 on 2/2/13.

http://www.e-cigarette-forum.com/forum/smokeless-image/326434-processing-growing-pains-other-adventures-3.html

 

[StrangeShay]

The loyalty and comments from everyone in this thread go a long way towards helping me not feel like I picked the wrong vendor. I guess I will just wait and see how this shakes out. My latest reply from CS this morning says they are now working on orders placed the evening of the 17th. This makes me sad as it pretty much kills the last bit of hope that I might receive my order before I run out of supplies.

If anyone from SI reads this, letting people know what's going on and apologizing would make a much better impression than making us come to you and getting a thanks for your patience with no apology.

 

[trichman]

This is normal after a big sale. It usually levels out pretty quickly. When they get backed up, they work lots of hours, even Sunday's to catch up. They have also experienced a lot of growth and hired more people. I think you will find that SI's CS is top notch. Delayed processing and shipping occurs with every supplier after a big sale. I wouldn't judge them on that. When you have a problem, they bend over backwards to help.

I buy e-liquid from one company that takes about 2 weeks to deliver. I go back to them knowing that and if I need something, I order far enough in advance. That is part of the learning curve with ecigs.

 

[StrangeShay]

I must admit, try as I might I can't let this go.

The reply I received today tells me they were working on shipping orders placed the evening of the 17th and my order would ship in the next day or so. 3 days past when it should have shipped and they can't give a better estimate than that? Next time they should either let people know before they take the money or should stop taking orders until they can catch up.

Those of you with experience say that this is normal when places have big sales. That's great that you know that and plan for it but I had no way to know that ahead of time and no reason I should have been expected to know that ahead of time.

And still no public message from SI nor have I received an apology.

 

[Imagine]

Hi I am very sorry you are upset. It is a reality that orders tripled daily during the sale and exceeded our capacity. We are working very hard to get things out and people contacted. we are working overtime and days off to get everything out the door. Every order is a priority and will go out in the order they are received. If you would like to cancel the order you can pm me the order number and I can cancel it and refund you.

I must admit, try as I might I can't let this go.

The reply I received today tells me they were working on shipping orders placed the evening of the 17th and my order would ship in the next day or so. 3 days past when it should have shipped and they can't give a better estimate than that? Next time they should either let people know before they take the money or should stop taking orders until they can catch up.

Those of you with experience say that this is normal when places have big sales. That's great that you know that and plan for it but I had no way to know that ahead of time and no reason I should have been expected to know that ahead of time.

And still no public message from SI nor have I received an apology.

 

[randomname79]

Well this thread went about 100 miles from where I intended it to lol.

 

[cindycated]

This is all par for the course when a company goes through such a rapid growth spurt. Actually, I think it's very admirable that SI's doing as well as it has been, with the move/expansion and all - moving/growing is really hard work! All I can say is, don't stop the sales, and don't stop selling your products, SI, cuz I'd be up the creek and really sad if you did!

But it would be nice if the regulars weren't so prone to hoarding during each and every sale, causing these bottlenecks - seriously, they have these sales all the time! Relax!

Really though, SI's CS is top-notch - and emailing is definitely better than calling. I've gotten quick responses every time! And I'd much rather have them pull my orders and keep their inventory stocked than stop and answer the phone!

 

[It's Only Me]

Come on, give em a break. I put in an order in 2 days ago and it's on it's way. Obviously they are getting caught up from a really big and generous sale. I've spent hundreds of dollars there and I'm 100% satisfied. How much of a testimonial do you want?

Peace.

Troll?

 

[StrangeShay]

Thank you Imagine, it's amazing the difference a sincere apology and admission of the problem will do for someone's (ok, my) disposition. I don't want to cancel my order (although I do appreciate the offer) because I definitely like your products. My biggest issue through all of my posts has remained the same, lack of communication.

I still think that if things like this are common a process to inform customer's would go a long way. If I had known either Monday or Tuesday that my order was unlikely to get to me before the weekend I would have been able to find time to make the trek to my nearest Vape store (I still can't figure out why there is not one Vape store in the DC metro area but half a dozen around Baltimore).

Again, my thanks to you Imagine.

 

[StrangeShay]

Come on, give em a break. I put in an order in 2 days ago and it's on it's way. Obviously they are getting caught up from a really big and generous sale. I've spent hundreds of dollars there and I'm 100% satisfied. How much of a testimonial do you want?

Peace.

Troll?

Oddly enough Tapatalk didn't notice that you changed the color of Troll so it came through loud and clear to me.

Troll, really? Here's a mirror.

Considering you are stating that you placed an order on the 19th and it's already shipped? A statement that means either you or Imagine is lying since as I said my order was placed Monday the 18th and they haven't gotten caught up to that point yet and Imagine and SI's CS has stated they are doing the order's in the order received.