Got Vapes - Should Vendor Policies be engraved in stone.? Opinions anyone?

[niczgreat]

Moderators, I'm asking for Lattitude in where I've placed this post. I simply am interested in opinions. I'm representing both sides of the issue so this thread is not a rant against Got Vapes.

I'm genuinely curious about what everyone thinks of my experience. My reaction is to X Got Vapes off of my vendor list. Am I over reacting, should I just accept that I didn't follow there policies.?
Or are they crazy that For around $5.00 they've lost a customer who has spend hundreds with them and never had a return.

Let me begin by saying that Got Vapes is generally among the lowest price and they ship very quickly. Some of the products that I've bought from them in the past have been very subnormal, but I've never made a return. Why bother on cheap items. The difference in this situation is that I was shipped product that did not match the description on the website. I was supposed to receive the VS 2.5 Vivi Nova 2.8Ohm heads with long wicks. They sent me Version 2.0 Heads with short wicks. I could have accepted this except that the first one I tried leaked all over the place.

Approximately 1 month ago I ordered 5 Vivi Nova 2.8 Coil Replacements. I just opened the package and noticed that of the 5, 4 of the heads were the old style with the short wick. I promptly contacted Got Vapes. They proceeded to tell me that the mis-represented, unused items, were not under warranty.

What do you think. Should I just chalk it up to experience and say "Hey I'm in the wrong, I should have been more careful" or should I take the other side which is that I'm a customer who has been buying from them for years, I have a problem that would cost them less than $5.00 to fix and they are standing on Policy.


Here is our conversations
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[vsummer1]

So basically they are kind of saying that you are lying about when you purchased them. They are insinuating that you are trying to pull a fast one on them by substituting some old ones for the ones you bought from them. Then they are turning it on you by saying it is YOUR fault you didn't check your order and notify them within 24 hours of delivery.

I could understand this if I was a new customer, or a customer that only purchased a few items now and then. But you say you are a loyal customer who has spent a lot of money with multiple orders and never had a problem in the past.

Sorry, but over such a small amount of money I would scratch them off my list of vendors. Obviously they don't value you as a customer.

I did notice that you sent the message to someone named Daniel yet it was someone who has max wood that answered you. If you really like the vendor and think it was just a pat answer from them, I would give this Daniel person a chance to rectify the problem as maybe they don't quite understand what you are stating which is not that the items were defective but that they were received in error.

In any case, I probably wouldn't want to deal with them. There are too many vendors out there that would value a loyal customer.

 

[Hawkins]

They should have replaced/refunded the unused heads at the very least. I believe most vendors would have even replaced the one you tried as well in good faith
Having a DOA return policy is fine and a common practice understandably, but when you send the wrong product out, you should make it right.

 

[Ratman]

If the vendor has the policy in writing and readily accessible ie. not buried in fine print where no one can find it, then I do not see you have a real reason to complain a month later. They are squarely within their rights.

Personally, I think it's an unreasonable policy and I don't care if it's a normal one for the industry it's a BS policy especially when it was not a 'defective' item but the wrong item sent. However, they stated it beforehand and have the right to stand by it.

However, just because someone has the right to do something doesn't mean it's the right thing to do. This goes for a business the same as it does for an individual. Maybe some one's parents never taught them that.

 

[Harryinny]

I suopport this in every way. Im having a similar problem with one of the biggest companies on the market. Where as other companies carrying almost similar products has a 1 year warrenty, this company has 3 month on single items that cost upwards of $40 depending on shipping. Its a shame really because the company was excellent before they got in over their heads and now their CS is lacking and not very sympathetic to a customers plight.

 

[TTK]

Did I understand this correctly? You said you ordered approximately a month ago, but your email to Gotvapes was dated 9/06? So, you had them in your possession approximately 1 month before you contacted Gotvapes? If that is correct, then so sad, too bad. I don't think any vendor would warranty those items. In this case I think you got it correct when you said "Hey I'm in the wrong, I should have been more careful"

 

[niczgreat]

Thanks for your opinion Ratman, it brings up both sides. I'm not complaining, I feel their is difference between defective and unused unrepresented product. What I'm trying to figure out is whether Got Vapes makes a policy out of sending out misrepresented and/or defective product and knowing that their strict policies protect them. I'm kind of on the sidelines because they do have a point, that's why I posted this, I wanted to hear all opinions.

If the vendor has the policy in writing and readily accessible ie. not buried in fine print where no one can find it, then I do not see you have a real reason to complain a month later. They are squarely within their rights.

Personally, I think it's an unreasonable policy and I don't care if it's a normal one for the industry it's a BS policy especially when it was not a 'defective' item but the wrong item sent. However, they stated it beforehand and have the right to stand by it.

However, just because someone has the right to do something doesn't mean it's the right thing to do. This goes for a business the same as it does for an individual. Maybe some one's parents never taught them that.

 

[niczgreat]

Thank you for your opinion TTK
You have a very good point.
I don't want a return because the item is defective but because it was misrepresented or mis-shipped. Do you think their is a difference?

Did I understand this correctly? You said you ordered approximately a month ago, but your email to Gotvapes was dated 9/06? So, you had them in your possession approximately 1 month before you contacted Gotvapes? If that is correct, then so sad, too bad. I don't think any vendor would warranty those items. In this case I think you got it correct when you said "Hey I'm in the wrong, I should have been more careful"

 

[vsummer1]

Did I understand this correctly? You said you ordered approximately a month ago, but your email to Gotvapes was dated 9/06? So, you had them in your possession approximately 1 month before you contacted Gotvapes? If that is correct, then so sad, too bad. I don't think any vendor would warranty those items. In this case I think you got it correct when you said "Hey I'm in the wrong, I should have been more careful"

I don't check my stuff right away. I have a vendor I order from frequently. I don't check every item in every order, open every box and fill every carto and see if it is a dud. If I had something that didn't work I would chalk that up to chinese manufacturing or my stupidity in ordering crap. I have done so. HOWEVER, should I find out that the item was sent in error, I would expect this vendor to at least value me as a customer and TRY to make it right. I have spent a lot of money with them, and if they think I would lie to them about what I purchased I would simply move on. I am not asking for a warranty, I am asking them to send me what I ordered. And I don't care how long ago it was, just my ordering history with them and my bringing it to their attention should count for something. That and the fact that in all those orders, spending all that money, I NEVER COMPLAINED once about any item.

He sent his order number, they knew how much he had ordered in the past and chose to pull out the old DOA warranty when he wasn't stating they were DOA. He was stating they were the wrong item. And not even a "hey, you are a good customer, while we can't replace them due to the delay in your reporting this, how about we (insert something nice here, like say a new one with the next order, a discount code on next order, etc.). We aren't talking about a lot of money here to keep a long time client happy instead of making him feel strongly enough about it to write this here.

I would simply find a vendor who cares about my business instead of treating me like some shmuck trying to pull a fast one.

 

[TTK]

I don't want a return because the item is defective but because it was misrepresented. Do you think their is a difference?

What is your responsibility when you order something? When was the last time you ordered something and waited a month to open the order to check to see if you received what you ordered? I don't think you can conclude that the item was misrepresented, but order errors can and do occur on the seller's side, and another reason to check your order when it arrives.

 

[vsummer1]

Thanks for your opinion Ratman, it brings up both sides. I'm not complaining, I feel their is difference between defective and unused unrepresented product. What I'm trying to figure out is whether mad vapes makes a policy out of sending out misrepresented and/or defective product and knowing that their strict policies protect them. I'm kind of on the sidelines because they do have a point, that's why I posted this, I wanted to hear all opinions.

Just curious, is it mad vapes or got vapes? I just went and edited out the got vapes because in this post you said mad vapes. I just want to be sure I know which company treats their long time customers like schmucks.

 

[TTK]

And not even a "hey, you are a good customer, while we can't replace them due to the delay in your reporting this, how about we (insert something nice here, like say a new one with the next order, a discount code on next order, etc.). We aren't talking about a lot of money here to keep a long time client happy instead of making him feel strongly enough about it to write this here.

I agree with that. They should have offered some goodwill gesture.

 

[Hawkins]

Pretty sure he meant gotvapes as I'm pretty sure madvapes doesn't sell the vivi heads.

 

[ckone180]

They do sell them too, but the email to Daniel indicates GotVapes.

 

[Gloria]

1. Vendor had an opportunity to make a long time customer happy by correcting their error of sending the wrong product.
2. Vendor failed to rectify their error and blamed it on the customer.
3. Customer moves on to other vendors who actually appreciate their business and treat them with respect.
4. End of story.

 

[Wickedwench]

You asked about this situation in general, so I will give you my general 2 cents.
A lot of the suppliers out there are "mom and pop" operations working out of a garage or basement. Many of them, if you ask, have never run a business before.
Does this excuse bad customer relations? In my opinion, no, but I try to stay flexible while they learn. One supplier I order from regularly answers every question I email in as cold a manner as you could imagine. He seems to stop just short of calling me an idiot. Flipside is that every answer he gives me is as good as gold, saves me time and money, guides me to the best products, and I have never had to wait more than 2 hours for an answer from him. Even on weekends. I'll put up with the coldness for that level of service.
Every relationship is a balance of costs and benefits. As long as your experience with a vendor "stays in the black", I'd keep them. Once it crosses that line, try to fix it once, then take your trade elsewhere. I will promise you, there are a LOT of good ones out there!

 

[s14sher]

The length of time between receiving the shipment and contacting the vendor is a deal breaker, IMO. I could see maybe a few days, but much longer than that and it's on you.

 

[glassmanoak]

He sent his order number, they knew how much he had ordered in the past and chose to pull out the old DOA warranty when he wasn't stating they were DOA. He was stating they were the wrong item. And not even a "hey, you are a good customer, while we can't replace them due to the delay in your reporting this, how about we (insert something nice here, like say a new one with the next order, a discount code on next order, etc.). We aren't talking about a lot of money here to keep a long time client happy instead of making him feel strongly enough about it to write this here.
.

It always amazes me that a company which has such a small customer base will risk losing a Good Customer over a mere Five Dollars which is, disputably, their fault. This is the type of arrogant behavior one expects from a large company.. Even the disrespectful act of having someone else respond to the email. It's like saying, "have someone take care of this" to a subordinate.

I recently had a similar situation over TWO Dollars. It will be a cold day in HELL before I deal with this company.There is more than one fish in the ocean. I don't want to deal with such a short-sighted, myopic company, and you shouldn't either
My reaction was to email the company ALL my order numbers and then tell them that they had lost a good customer over TWO BUCKS!

A lot of the suppliers out there are "mom and pop" operations working out of a garage or basement. Many of them, if you ask, have never run a business before.

That doesn't apply in this, or my, situation

Rudeness and short-sightedness is, to me, a reason to fine another vendor

 

[synthros]

In terms of seeing both sides : I can't really get too upset if a vendor doesn't want to make an exchange a month later. So, in other words your story is not one that is likely to put me off from ordering from them in future again.
I can also see how having done lots of business with them, you are unimpressed with how they are handling your situation, and I certainly understand if you pick a different vendor next time.
GV it seems from my impression is one of the larger players it there, I really hate it when anyone hides behind their policies without first seeking to understand the situation fully, the fact that they want to stand on their DOA policy when that has really nothing to do with your concern is disappointing. There are so many smaller vendors trying to make it out there, that will bend over backwards to get and keep your business, you certainly have options!

 

[glassmanoak]

In terms of seeing both sides : I can't really get too upset if a vendor doesn't want to make an exchange a month later. So, in other words your story is not one that is likely to put me off from ordering from them in future again.
I can also see how having done lots of business with them, you are unimpressed with how they are handling your situation, and I certainly understand if you pick a different vendor next time.
GV it seems from my impression is one of the larger players it there, I really hate it when anyone hides behind their policies without first seeking to understand the situation fully, the fact that they want to stand on their DOA policy when that has really nothing to do with your concern is disappointing. There are so many smaller vendors trying to make it out there, that will bend over backwards to get and keep your business, you certainly have options!

You are absolutely correct! BUT, any company needing repeat business is FOOLISH to think that this kind of reaction is "Good Business"