I, too, was upset with the lack of customer service. I won't go into a long story here (but believe me, I could.) Let me just say that the main issues I had when ordering the $100 EVOlution Kit (2 batts, 3 atomizers, Pelican Case, etc.) were:
1) Item not shipped when promised - it took almost a month to arrive, with me sending emails frequently in order to get updates. The batteries were on backorder for 1 week, according to the website. In the third week, I finally agreed to "try" the manual batteries, just to get the product shipped and be able to start using it.
2) The customer service rep I was working with ignored my questions regarding WHEN they would be receiving the batteries I'd ordered and be able to ship them out.
3) The last kit I ordered (from a different company) came in a nice company box, had instructions, warranty info, etc., and was obviously a new product. This kit came in a priority mail box, no paperwork other than a (not itemized) receipt. No way to know if this was a new or used item, either - very fishy.
4) I assumed the item came with a wall charger (I thought it was standard). The item arrived with a USB charger only. Very inconveniant if you aren't near a computer. Just another disappointment.
5) The atomizers that arrived are not even EVOlution atomizers.
6) At the time, Innovapor was running a special - an extra charger with each kit order (although they are not clear - is this a USB charger? a wall charger? what?) I did not receive the extra charger.
7) After recieving my order, I was told by the customer service rep that the EVOlution, with the manual battery they sent me, is EXACTLY the same as the 510, which they were selling for 20% off at that time - quite a difference price-wise for someone on a very limited fixed income, due to a back injury that left me disabled. A reputable seller would have informed me of this from the get-go and refunded the price difference.
8) The day I received my kit, one of the batteries stopped functioning - it would not charge, the tip does not glow, and it does not heat the atomizer.
9) A week later, I noticed one of the atomizers has what appears to be a loose coil. It no longer works.
10) And now, not even two weeks after receiving my order, the second battery no longer works.
Frankly, I'm fed up and disgusted. I have to PAY to ship this garbage back, and wait who knows how long for replacement parts, meanwhile, I sold the kit I owned before buying the EVOlution, which means, yup: I get to smoke gross, stinky, expensive analog cigs, after almost completely having quit. (I was a clove cig smoker, and can't stand regular cigs, but I'll be the first to admit - I'm addicted, and due to health and personal stresses and not at a point in my life where I can just quit cold turkey and can't go without.
I am so disappointed in my experience, especially after reading through this website and learning that there are suppliers out there who take care of their customers. Having successfully owned and operated an online business for 15 years before becoming disabled, I always went the extra mile to insure that my customers were happy. If products were backordered, or shipping was delayed, I apologized, offered coupons, included something extra in their order - whatever it took to let the customer know that I understood how frustrating it is to have an online order delayed for *any* reason. Items that arrived broken or failed during the first 30 days were shipped back to me at *my* expense - it isn't the customer's fault the product failed!
I guess my point being - yes, there are things that happen to delay shipments, or products don't always work: both situation in which the customer is going to be dissatisfied, but, it would behoove the company to remember that an unhappy customer won't be your customer again. Well, that and the old adage that every unhappy customer tells ten people about their bad experience. (of course, that number has probably increased thanks to the internet!)
1) Item not shipped when promised - it took almost a month to arrive, with me sending emails frequently in order to get updates. The batteries were on backorder for 1 week, according to the website. In the third week, I finally agreed to "try" the manual batteries, just to get the product shipped and be able to start using it.
2) The customer service rep I was working with ignored my questions regarding WHEN they would be receiving the batteries I'd ordered and be able to ship them out.
3) The last kit I ordered (from a different company) came in a nice company box, had instructions, warranty info, etc., and was obviously a new product. This kit came in a priority mail box, no paperwork other than a (not itemized) receipt. No way to know if this was a new or used item, either - very fishy.
4) I assumed the item came with a wall charger (I thought it was standard). The item arrived with a USB charger only. Very inconveniant if you aren't near a computer. Just another disappointment.
5) The atomizers that arrived are not even EVOlution atomizers.
6) At the time, Innovapor was running a special - an extra charger with each kit order (although they are not clear - is this a USB charger? a wall charger? what?) I did not receive the extra charger.
7) After recieving my order, I was told by the customer service rep that the EVOlution, with the manual battery they sent me, is EXACTLY the same as the 510, which they were selling for 20% off at that time - quite a difference price-wise for someone on a very limited fixed income, due to a back injury that left me disabled. A reputable seller would have informed me of this from the get-go and refunded the price difference.
8) The day I received my kit, one of the batteries stopped functioning - it would not charge, the tip does not glow, and it does not heat the atomizer.
9) A week later, I noticed one of the atomizers has what appears to be a loose coil. It no longer works.
10) And now, not even two weeks after receiving my order, the second battery no longer works.
Frankly, I'm fed up and disgusted. I have to PAY to ship this garbage back, and wait who knows how long for replacement parts, meanwhile, I sold the kit I owned before buying the EVOlution, which means, yup: I get to smoke gross, stinky, expensive analog cigs, after almost completely having quit. (I was a clove cig smoker, and can't stand regular cigs, but I'll be the first to admit - I'm addicted, and due to health and personal stresses and not at a point in my life where I can just quit cold turkey and can't go without.
I am so disappointed in my experience, especially after reading through this website and learning that there are suppliers out there who take care of their customers. Having successfully owned and operated an online business for 15 years before becoming disabled, I always went the extra mile to insure that my customers were happy. If products were backordered, or shipping was delayed, I apologized, offered coupons, included something extra in their order - whatever it took to let the customer know that I understood how frustrating it is to have an online order delayed for *any* reason. Items that arrived broken or failed during the first 30 days were shipped back to me at *my* expense - it isn't the customer's fault the product failed!
I guess my point being - yes, there are things that happen to delay shipments, or products don't always work: both situation in which the customer is going to be dissatisfied, but, it would behoove the company to remember that an unhappy customer won't be your customer again. Well, that and the old adage that every unhappy customer tells ten people about their bad experience. (of course, that number has probably increased thanks to the internet!)
