Eastmall warranty?

[Quick1]

If there's a problem simply contact EM customer service at eastmallcs@gmail.com EM honors all warranties and in most cases will simply replace the item if there's a problem without the need to return problem/defective item. I love 'em!

Apparently it's not so simple? The OP said they did send them email, twice. And they used the correct email address rather than the incorrect email address posted on their website. Then some 3rd party posted the issue on the Eastmall forum (where the OP is not allowed to post) and the Eastmall response was to say (in bold print) that they are not allowed to post here and to "tell your friend" to post in the Eastmall forum because they can't help them if they don't come to the right place ... (who would have thunk that the support email posted on their site wasn't the right place? )


(why do I get the feeling that I'm just not working hard enough at being a good customer?)

 

[bluesuede]

C'mon Fedor, you know Di -or anyone employed by EM- can't answer posts in here! Rather disingenious of you to suggest so. By ECF design there were no lines of communication open so how to ask for Order No.? Hold a seance maybe...

If it wasn't for Tiburonfirst alerting everyone to the problem here by posting on the EM boards, none of us would have been any wiser. No one has blamed anyone. Let's not get our knickers in a twist here when all anyone wants to do is help the OP and get issue resolved.

Wait a minute. Lets see if i've got this right. A customer has a problem with the product and instead of asking for an Order No. or other details, the rep blames a forum newbie for not finding the Eastmall forum.

Instead of searching their inbox for the 2 lost emails, they instead went after their very own customer Col. Gaunt by trying to censor his forum post. So they are upset that Col. Gaunt bought from 2 suppliers and found one product to be better than the other?

Gmail is fine. I use it and have never had a problem with it. They are more reliable than my own company email at times

To the OP, its fine whether or not you ever want to order from them but its your right to get your product queries answered. After all, what you purchased is not a cheap item.

 

[Fedor]

C'mon Fedor, you know Di -or anyone employed by EM- can't answer posts in here! Rather disingenious of you to suggest so.

I did not in any way suggested that EM employees could post here. Read my post carefully. I still meant what i said.

 

[Quick1]

C'mon Fedor, you know Di -or anyone employed by EM- can't answer posts in here! Rather disingenious of you to suggest so. By ECF design there were no lines of communication open so how to ask for Order No.? Hold a seance maybe...

umm, they could have replaced

"tell your friend to come to the eastmall forum because we can't help them unless they come to the right place"

with

"we need an order no. or something. have your friend email us at ..."

They did manage to get their response back here without a seance.
The customer has a customer service issue.
The customer tried to contact the company (twice) through the company specified support channel and has not received a response.
The customer came here (the only place they are allowed to post) and asked if customer support was a problem with Eastmall.

No huge deal so far but it went downhill from there. You see the point right?
Maybe if Eastmall only took orders off of their ECF forum there wouldn't be a problem.

 

[tiburonfirst]

I did not in any way suggested that EM employees could post here. Read my post carefully. I still meant what i said.

if em is using google kangur's emails might be in the spam folder, but all that is besides the point.
having been alerted, any rep from em could have checked on the thread here and sent a pm to kangur to start working on his/her problem. all he/she ever wanted was to hear back from em.
di responded promptly by answering my thread in em's forum AND by sending me a pm. but i'm not the one looking for service, kangur is.

 

[bluesuede]

Well I was just trying to be helpful. Apparantly not appreciated.

 

[Quick1]

Well I was just trying to be helpful. Apparantly not appreciated.

but you didn't do anything. Maybe you could act as a go-between as Kangur's connection to EM's support portal on the restricted EM forum?

 

[Apatel]

I have to let everyone know that I have never been treated by any company as EM is treating me. EM customer service is absolutely, indisputably the BEST. All of my issues are addressed in a timely manner, and they go above and beyond what is required to make their customers happy.

For example, My last order was delayed (probably through no fault of EM), but they shipped a free gift along with it. I figured the free gift would have been a free bottle of e-liquid, in a flavor that no one buys. BUT what was MY free gift...a brand new white RIVA!! I did not, in my wildest dreams, think they would send that as a gift.

This is the reason that EM is my ONLY supplier, they have the BEST prices and absolutely the BEST customer service.

David, Di, and Rick thank you for all you do and keep up the great work.

I have been using my Indulgence everyday now, since I received it and have not had one problem with it. The only thing I think can be imporved is the quality of the electroplating on the unit, other than that the unit functions flawlessly.

And if your thinking it, let me just say that NO, I do not work for Eastmall. I've purchased from other retailers, but it seems that EM's prices can't be beat by most of the retailers. And their products are as good as, and in many cases better than a lot or retailers on the site.

 

[Quick1]

Thank you for your testimonial. I'm sure that solved the OP's problem.



yeesh, what's wrong with you people? It wasn't a big deal. All this guy wanted was a reply to his email. It seems that EM is WAY more concerned about any negative threads than maybe taking care of his problem.

So far we have on this thread (3 pages):
- OP says he sent 2 emails about a product problem with no reply and was wondering.
- 1 member gets threatened/chastised by EM for his comparison of EM product to someone else's product.
- 3rd party relays OP's problem to the EM forum. EM responds that they can't post here and tell the guy to get over there (where he can't post).
- EM fan #1 says EM customer service is great and disagrees with someone who says they're lacking.
- EM fan #2 says EM is even greater. Gushes about free gifts, impeccable service and product and personally thanks EM staff for who they are and all they do.

I was thinking that if EM is paying this much attention and this worried about it maybe they could have PM'd the OP? I'm not saying it's reasonable for a company to search the board for complaints try to resolve them but this thread seems to be getting some extra attention (or is it normal for EM fans to just float around defending the cause?).

I don't even have a stake in this. I have nothing against EM, totally neutral. But some poor new guy was kind of asking for help or a pointer here. amazing.

 

[tiburonfirst]

Thank you for your testimonial. I'm sure that solved the OP's problem.

got to agree with you there, heaven knows what i set in motion
but what puzzles me is that kangur after looking for help has not been back

 

[Quick1]

Well, here is news. Even I got PM'd by Di. She says that she has PM'd the OP so that should resolve the issue. At least they should be in touch now. sheesh.

(I'm assuming you at least have pm privileges when you start out?)

 

[Fedor]

Thank you for your testimonial. I'm sure that solved the OP's problem.



yeesh, what's wrong with you people? It wasn't a big deal. All this guy wanted was a reply to his email. It seems that EM is WAY more concerned about any negative threads than maybe taking care of his problem.

So far we have on this thread (3 pages):
- OP says he sent 2 emails about a product problem with no reply and was wondering.
- 1 member gets threatened/chastised by EM for his comparison of EM product to someone else's product.
- 3rd party relays OP's problem to the EM forum. EM responds that they can't post here and tell the guy to get over there (where he can't post).
- EM fan #1 says EM customer service is great and disagrees with someone who says they're lacking.
- EM fan #2 says EM is even greater. Gushes about free gifts, impeccable service and product and personally thanks EM staff for who they are and all they do.

I was thinking that if EM is paying this much attention and this worried about it maybe they could have PM'd the OP? I'm not saying it's reasonable for a company to search the board for complaints try to resolve them but this thread seems to be getting some extra attention (or is it normal for EM fans to just float around defending the cause?).

I don't even have a stake in this. I have nothing against EM, totally neutral. But some poor new guy was kind of asking for help or a pointer here. amazing.

Couldn't have said it better..