Exhale Vapors - Defective or wrong product issue : Leatherneck

[Leatherneck]

Company name

Exhale Vapors​

Date of your initial complaint to the supplier.

5 February 2013​

How did you contact the supplier

Website ticket system​

Ticket number (if you were issued one)

ZQL-575-80343​

General nature of complaint

Defective or wrong product​

Briefly describe your problem or issue

On Jan 16, I placed an order with Exhale Vapors for an eVic. I received it quickly and life was well. In fact, I'd given them a positive review here (http://www.e-cigarette-forum.com/forum/reviews-suppliers-positive/371880-exhale-vapors.html) because I was pleased with their attentiveness. That would soon change.

The last week of January, I upgraded to version 1.2 of the firmware. On Super Bowl Sunday (Feb 3), I experienced my first problem with the device. My eVic showed "No atomizer" when I pressed the fire button. I tried again. This time it showed "Atomizer short". I turned it off and back on. "Atomizer short" again. I pulled the battery out and put it back in. It worked just fine. Great. I happily vaped through the rest of the day and into Monday. Well, it failed again. This time it didn't come back.

On Feb 5, I placed a ticket on the site's ticket system. No answer for over 24 hours. On Feb 7, I sent an email to admin@exhalevapors.com and support@exhalevapors.com. Again, no answer. On Feb 8, I put a politely worded message on their Facebook page asking what's the best way to get support from them. Later that day, they responded saying they'd check into it in the next 20 minutes or so. 7 hours later, I posted again on FB saying basically "Hey, I haven't heard from you".

On Feb 9, I finally got a response, almost 96 hours after my initial complaint.

Now I know from their FB page they're experiencing an explosion of growth. They didn't anticipate the demand. I get that, and I'm happy for them. But that doesn't change the fact that as an individual, as a customer, I felt ignored and brushed off. However, that subsided a bit when I saw some form of communication from them.

That relief soon vanished.

The email said they don't do firmware support. They gave a link to the new MVR and firmware.

I responded back saying this isn't a firmware issue. The hardware is failing. I also put in that I'd reset it back to factory. I'd put it back at the 1.1 firmware. It's not a firmware problem.

I received a response saying (and I'm paraphrasing so I don't get in trouble posting private communications without consent), basically that they don't service the product they sold me because it has firmware issues. I was then given the telephone number in China. I was also given the generic contact email address for joyetech, even though the country is essentially shut down due to the holiday.

I've been ignored for days, now I've been given the brush off without any attempt at resolving the problem of any kind.

I do not find this to be acceptable customer service on any level. I went to their website to see if there was any sort of warning that they didn't guarantee the product to find they removed the catalog entry for the eVic. They didn't, however, remove the links. It just leads to a blank page.

I've had the thing for less than a month. They didn't offer to replace the PV. They didn't offer to replace the control head. They didn't even offer a refund, or in-store credit, if they don't have an eVic and don't anticipate getting one anytime soon. They offered me nothing other than an email address and an international phone call.

In my work and personal life both, I've dealt with companies over the internet. I have never experienced this level of neglect and disservice.​

 

[BlackJackShellac]

Dear Customer (Leatherneck),

Hope you are having a great evening!

On the first page of our website, there is an indication that there is a 2 week return policy. When we reviewed the situation, this was exceeded. We can understand your frustration, and therefore attempted to give you the information for the manufacturer, who may be able to manage the warranty. Although the matter of duration in getting back to you may be of some issue, the ultimate factor is that the duration of your purchase exceeds the time that we can manage it. We did our best to get it in your hands quickly and effectively.

It appears that you're insinuating that we answered your ticket only because you politely messaged me on Facebook (this was a very long complaint to read). This is not true. I know that Zac answered your issue as best as he can. We did not manufacture nor create the firmware for the product. If you want to liken it to a computer (since there is firmware), would you call BestBuy for issues regarding the warranty AFTER the company warranty period? Why should ExhaleVapors be held to a different standard? I'm sorry about the China issue, but that is where the manufacturer is (I cannot control this, and this is why Zac gave you their email as well). And yes, we answered late, but we did the best we could (he was only working here for a couple of days, and I give him 5 stars).

I feel that firstly, we were in the process of resolving the issue (Did Zac tell you thats how it is? Or did he ask you if you had questions, to ask). Did you attempt to email Joyetech? I even had Zac do research to try to figure out the problem. Personally, I feel that you are being quite unfair in your assessment, although we all have a right to opine on how we've been treated. Did he not give you suggestions?

From a complaint perspective, I'm trying to reconcile what the problem is...is it that you feel that we ignored you (this is understandable, we did try to answer your question as best we could), or is it the product? I would like to understand more clearly what the issue is, so we can fix it. Unfortunately, I don't know how we can help with the product. How would you like for us to help with the matter?

Is this an open ended complaint, or would you kindly state what a fair resolution would be? I have no idea how to help without a specific request for action.

Thanks in advance,

Abe (in defense of Zac)
Best Quality Electronic Cigarettes | E-cigs | E-liquid | E-juice - Exhalevapors

Company name

Exhale Vapors​

Date of your initial complaint to the supplier.

5 February 2013​

How did you contact the supplier

Website ticket system​

Ticket number (if you were issued one)

ZQL-575-80343​

General nature of complaint

Defective or wrong product​

Briefly describe your problem or issue

On Jan 16, I placed an order with Exhale Vapors for an eVic. I received it quickly and life was well. In fact, I'd given them a positive review here (http://www.e-cigarette-forum.com/forum/reviews-suppliers-positive/371880-exhale-vapors.html) because I was pleased with their attentiveness. That would soon change.

The last week of January, I upgraded to version 1.2 of the firmware. On Super Bowl Sunday (Feb 3), I experienced my first problem with the device. My eVic showed "No atomizer" when I pressed the fire button. I tried again. This time it showed "Atomizer short". I turned it off and back on. "Atomizer short" again. I pulled the battery out and put it back in. It worked just fine. Great. I happily vaped through the rest of the day and into Monday. Well, it failed again. This time it didn't come back.

On Feb 5, I placed a ticket on the site's ticket system. No answer for over 24 hours. On Feb 7, I sent an email to admin@exhalevapors.com and support@exhalevapors.com. Again, no answer. On Feb 8, I put a politely worded message on their Facebook page asking what's the best way to get support from them. Later that day, they responded saying they'd check into it in the next 20 minutes or so. 7 hours later, I posted again on FB saying basically "Hey, I haven't heard from you".

On Feb 9, I finally got a response, almost 96 hours after my initial complaint.

Now I know from their FB page they're experiencing an explosion of growth. They didn't anticipate the demand. I get that, and I'm happy for them. But that doesn't change the fact that as an individual, as a customer, I felt ignored and brushed off. However, that subsided a bit when I saw some form of communication from them.

That relief soon vanished.

The email said they don't do firmware support. They gave a link to the new MVR and firmware.

I responded back saying this isn't a firmware issue. The hardware is failing. I also put in that I'd reset it back to factory. I'd put it back at the 1.1 firmware. It's not a firmware problem.

I received a response saying (and I'm paraphrasing so I don't get in trouble posting private communications without consent), basically that they don't service the product they sold me because it has firmware issues. I was then given the telephone number in China. I was also given the generic contact email address for Joyetech, even though the country is essentially shut down due to the holiday.

I've been ignored for days, now I've been given the brush off without any attempt at resolving the problem of any kind.

I do not find this to be acceptable customer service on any level. I went to their website to see if there was any sort of warning that they didn't guarantee the product to find they removed the catalog entry for the eVic. They didn't, however, remove the links. It just leads to a blank page.

I've had the thing for less than a month. They didn't offer to replace the PV. They didn't offer to replace the control head. They didn't even offer a refund, or in-store credit, if they don't have an eVic and don't anticipate getting one anytime soon. They offered me nothing other than an email address and an international phone call.

In my work and personal life both, I've dealt with companies over the internet. I have never experienced this level of neglect and disservice.​

 

[Leatherneck]

Long response to a long complaint. I try to be thorough so there's no confusion. I'll break it down into chunks.

On the first page of our website, there is an indication that there is a 2 week return policy. When we reviewed the situation, this was exceeded. We can understand your frustration, and therefore attempted to give you the information for the manufacturer, who may be able to manage the warranty.

This was never relayed.

It appears that you're insinuating that we answered your ticket only because you politely messaged me on Facebook (this was a very long complaint to read).

I only stated the exact order of events, as they occurred, in part to show just how frustrating not hearing anything back was. I saw where you asked people to primarily use the ticket tracking system. I took multiple steps to try to find out...something. Anything.

I feel that firstly, we were in the process of resolving the issue (Did Zac tell you thats how it is? Or did he ask you if you had questions, to ask).

The ticket was marked closed. That indicates to me, as a customer, that the matter is settled from your perspective.

Review the communications from him. Nowhere, anywhere, does it indicate that it was past the warranty. I will readily admit that until just now I had no idea there were only two weeks of warranty. As it stands, I don't even know when that two weeks begins. Is it from purchase? Shipping? Receipt? Considering I got it on the 19th, and it starts failing 15 days later, that's very frustrating.

Personally, I feel that you are being quite unfair in your assessment, although we all have a right to opine on how we've been treated.

I don't find it to be unfair at all. From my perspective it took a long time to even get a response, then to be told "Well, it has firmware, so we don't support it", again paraphrasing here, and then have the ticket closed on me, that's a pretty bitter pill to swallow.

Did you attempt to email Joyetech?

I have. Of course it being their New Year, I haven't received any response.

From a complaint perspective, I'm trying to reconcile what the problem is...is it that you feel that we ignored you (this is understandable, we did try to answer your question as best we could), or is it the product?

My complaint was both, frankly.

Is this an open ended complaint, or would you kindly state what a fair resolution would be?

It would appear there isn't a fair resolution to be had. It's in Joyetech's hands now. If they fail to deliver, I either end up shelling out another $75 for a new control head, or even more to buy another working unit, or just throw away what I've already spent for 15 days of usage.

I've worked customer service. I've managed customer service. I know what it's like. While you may give him 5 * for handling this, and while I do laud your willingness to publically defend your employee, I can't agree. If the decision was made not to support the product-either in whole or in part-because of the warranty's expiration, that should have been stated. If that had been stated up front, and in a reasonable timeframe, I would have probably asked for clarification on when that started, counted out the days myself, grumbled and gone about my business waiting to hear from China. But I wasn't operating with all the information.

Mods: May as well mark this as closed, since there's apparently no course forward from here.

 

[BlackJackShellac]

Hi again,

With all due respect, I did not fully review Zac's thread. It appears that you are not seeking to have the situation helped. I have asked you VERY QUICKLY (another vendor pointed me to this thread) if you can clarify to resolve the problem. You are indicating no resolution. Either way, the package was delivered on 1/19. I am still having a hard time understanding where ExhaleVapors has wronged you. Even if the thread was closed, you are creating a no resolution situation. Sorry that Zac was not perfect in his communication to you, but the reality is that he TRIED to help you. I answered in order to TRY to help you. I don't think this issue should be closed, because WE ARE NOT TRYING TO PUT YOU OFF. I feel you are again trying to make a point without a resolution.

Please explain what it is that we can do to help you.

Thanks,

Abe

 

[Leatherneck]

Please explain what it is that we can do to help you.

Nothing. You said it was outside of the warranty. If it weren't, I'd want the control head replaced. But if it's out of warranty, it's out of warranty.

That's why I indicated it should be closed.

I didn't go on and on about what to have said to castigate you, but to offer some constructive criticism by demonstrating how things appear from a customer's standpoint.

 

[BlackJackShellac]

Personally, I feel that this goes a little beyond "constructive criticism", but of course, we can still work things out amicably. If you want, you can ship it back to ExhaleVapors and we will give you a full refund less all shipping costs. We will send these items back to JoyeTech.

Again, I can understand how the duration of time to get back to you can be frustrating. Hopefully you understand that what you have experienced was unintentional. We appreciate that you are happy that we are growing, but we are not trying to grow as a sore on the backs of customers.

Thanks,

Abe

 

[Leatherneck]

If you want, you can ship it back to ExhaleVapors and we will give you a full refund less all shipping costs. We will send these items back to JoyeTech.

I appreciate your offer. That's above and beyond your obligation.

If I may offer a counter, if you have any control heads there, I ship my control head to you, paying for return shipping, and you ship me a control head back and deal with the defective one with Joyetech however the set procedure is. That way you don't lose the processing fee paid to process my credit card order, and I end up with a working eVic at a minimal cost.

 

[BlackJackShellac]

Good morning Leatherneck

Hope all is well!

Unfortunately, I cannot do that, since I don't have any up for sale. If you like, we can set it up where you ship it back and we will give you a refund in full (we will pay the original shipping, and credit your card the 100%, not the return shipping). I know there is another vendor selling evics for a really great price (I haven't been on here, but I'm sure if you look you will find it). I'm not certain if I will be buying more, since I cannot handle ecig items that use firmware with my small yet highly competent staff. When we are fully scaled, maybe we will resume.

Please send the item with tracking to:

Exhale Vapors
c/o Dorado Soapstone
118 East Alpine Suite H100
Austin, TX 78704

This is our warehouse, please send the tracking to support@exhalevapors.com. We will need a few days to process the refund.

Thanks, and we appreciate your patience!

Abe

 

[Leatherneck]

Understood, and regrettable that you don't have a control head laying around. I'll be sending that in over the course of the next week.

Mods: Please mark this thread as [Resolved], as Abe has gone well above and beyond his responsibility in this matter.

 

[BlackJackShellac]

Thank you Leatherneck...just want you to know that its not because you posted on the site. We really do try our best. I commended Zac because he really was interested in helping you resolve the problem. I appreciate that we were able to effectively manage the product issue.