I didn't have this happen with the e-cig but it sounds exactly the same as what happened with Acai Berry Pills to lose weight. I did end up getting every cent back though after 6 months and about probably 40 calls to them. They expect you to forget about your refund and then you never get it back but if you are on top of it and persistent about what you want then they finally get sick of you calling and eventually give you to a supervisor.
When you have a problem, and the first customer service person you talk to is not COMPLETELY helpful, immediately go to a supervisor.
And since the first customer service person you talk to is NEVER helpful, always go immediately to a supervisor.
The general job description of a customer service person that works for these types of companies is...
--Get the customer off the phone as soon as possible
--Try to get them to think you did something useful
--Hope they give up in frustration and don't call back
I don't even bother with talking to the customer service people anymore.
My issues are always far too complicated for them, and well above their paygrade.
I always insist on talking to a supervisor right away.
And they almost always take care of the issue.