On 09 Oct 2018, I started the process of a warranty claim with Vaporesso. The item was a Cascade Mini starter kit that I had purchased for my girlfriend. It was purchased on 29 August 2018. It quickly started frying coils. Not the way it should, slowly and over time, but I’m talking about an immediate surge that left the coils black and unusable. The final straw was when the the stick was sitting upright and untouched on a desk and just fired on its own. So anyhow, I start the warranty process. The company is in China, which means you really only get to send one email per day back and forth unless you’re up at 2am. About the 2nd or 3rd email exchange, I was asked to try the stick with another tank to see if the problem was the mod or the tank. Okay??? It’s not the tank. Do I really have to explain that the tank just sits there waiting for power to be applied. Anyhow, I told her (the rep) that I had owned this product for less than 2 months and it had been faulty for at least a month of that time. I said it was not my job to troubleshoot their defective products, but if they wanted it back, I would send it and they could troubleshoot it. My job is to purchase and vape. So they agreed to send a replacement. They then told me that they didn’t have the mini in stock but would send a silver or blue full size. My girlfriend like the smaller version that she had picked in rainbow and didn’t want another color or even size. They said they would have them in stock in about a week and would send it when received. About 2-3 weeks later, we get a call. Still not in stock but now they can send a full size rainbow option. My girlfriend agreed that that would be fine. Why so long to call back? That was at least 6 weeks ago and we still haven’t received a replacement. This is total bull..... I have purchased a few products that have shipped from China and received them in less than 2 weeks. I have also had issues with other products from other companies and have had the items replaced in a matter of days. I was also not asked to troubleshoot the defective products prior to replacement. This is the reply I received when informing them that I wasn’t happy with it being 6 weeks or so since they said they shipped and I still haven’t received the replacement.
Dear Jason,
Thanks for your reply!
I am so sorry to hear your comments.
As we know, this is normal aftersales process.
Or you can just claim warranty from your own retailer if it is complicate for you now.
So it’s normal for it to take this long??? Ridiculous! I am done with Vaporesso. I had even stood in a vape shop before and encouraged a customer to buy a Vaporesso product when they were deciding on a mod. Never again. Customer service goes a long way. This stuff is electronic and things can and will go wrong. That’s were a company has the opportunity to excel or fail, and Vaporesso, I hope someone in your company sees this and realizes that it is indeed a fail. I may be one customer, but a lot of people in the vaping community are going to see this, so maybe you should tighten up the “normal aftersales process” a bit.
