I am done with Vapor4life-NOW I AM HAPPY, HAPPY, HAPPY!!!!

[sawlight]

Hey, things happen, lots of stress with the holidays right now, winter setting in makes people get all kinds of crazy, and you were rightfully upset. No biggie.
But now you have a means to take care of these problems head on in the future.

 

[cerver7]

i too am more of a positive person. but after waiting for an order and being excited then you are faced with a let down and then again and again....it starts to aggravate a person.

i can say that Dave has been chatting with me over PM and it seems that my faith in V4L may be restored. i just hope it continues.

 

[Vapor Prince]

Thanks for the restored faith in V4L - I was VERY happy to help you out... and I know that as a company we pride ourselves on helping our customers. We are human tho, and make mistakes - the best thing about a mistake, is learning from it, and correcting it... or as Vince Lombardi said (Jamvector, you'll know this one) "It's not whether you get knocked down, it's whether you get up"

I challenge anyone to find an eCigarette company out there that cares more - you won't find it - V4L has the best Customer Service and most fair warranty policies on earth

OK, back to nursing my brutalized ankle (sniff sniff - sympathy anyone?)

Thanks
Dave

i too am more of a positive person. but after waiting for an order and being excited then you are faced with a let down and then again and again....it starts to aggravate a person.

i can say that Dave has been chatting with me over PM and it seems that my faith in V4L may be restored. i just hope it continues.

 

[Maxwell_Edison]

True true true, the best CS anywhere! I left you some sympathy on another thread Dave.

 

[cerver7]

Thanks for the restored faith in V4L - I was VERY happy to help you out... and I know that as a company we pride ourselves on helping our customers. We are human tho, and make mistakes - the best thing about a mistake, is learning from it, and correcting it... or as Vince Lombardi said (Jamvector, you'll know this one) "It's not whether you get knocked down, it's whether you get up"

I challenge anyone to find an eCigarette company out there that cares more - you won't find it - V4L has the best Customer Service and most fair warranty policies on earth

OK, back to nursing my brutalized ankle (sniff sniff - sympathy anyone?)

Thanks
Dave

Hey Dave,

Thanks again for all that you have done. I do greatly appreciate it and it is good to know that you care this much about your customers. You have restored my faith in V4L and i will be returning.

Thanks again mate and i hope you feel better fast.

 

[sawlight]

This is the Customer service we had gotten used to! Good job Dave, and heal up soon!

 

[preservid]

I am very pleased and not had a problem with CS at all...I have been ordering since August 2010, I do not dabble with carts, I love my WOW peppermint. I have a small selection of batteries and most have been GREAT, I have a auto that I just don't personally care for. I have just lost my first Battery, XL . which means most have lasted me almost 5 months.. Once (in Sept) they were out of what I ordered (color of battery). I got a very friendly phone call from a girl and she was very VERY nic. she helped me pick out another battery.
I Love V4L,... think I will go do another order!

 

[jamvector]

Thanks for the restored faith in V4L - I was VERY happy to help you out... and I know that as a company we pride ourselves on helping our customers. We are human tho, and make mistakes - the best thing about a mistake, is learning from it, and correcting it... or as Vince Lombardi said (Jamvector, you'll know this one) "It's not whether you get knocked down, it's whether you get up"

I challenge anyone to find an eCigarette company out there that cares more - you won't find it - V4L has the best Customer Service and most fair warranty policies on earth

OK, back to nursing my brutalized ankle (sniff sniff - sympathy anyone?)

Thanks
Dave

Well stated Dave; I hope you get back on both your feet soon!

 

[GrannyM]

This

Once (in Sept) they were out of what I ordered (color of battery). I got a very friendly phone call from a girl and she was very VERY nic. she helped me pick out another battery.

is good to hear!!! One of the things that bugs me the most is the "substitution policy". I don't think this is unique to V4L, but perhaps it is unique to the ecig industry. I'd much rather get a phone call or email so that I can make the decision of what, or if, to substitute than have someone else make that decision for me.

 

[6String]

My wife and I both use V4L and have had our problems with them. Orders being wrong, missing items, substituted items, dead batteries, bad PCC's.
However, despite all of these things, we do continue to use V4L, because we've had things fixed. My first battery i ever bought was a mini shorty with PCC kit. Both the battery and the PCC case were defective. Wouldn't charge the battery and when i did get it charged it only lasted 5 minutes.
V4L fixed that by sending a replacement kit, and a USB charger to test out the old battery on aswell. In case it was simply the PCC that was bad. We tried the USB charger and it did work to make the battery last an extra 5 mins, but still, i don't think 10 mins equalled a functioning battery, so that one got sent back.
The new one i received works a lot better. Although i do notice the mini shorty auto's don't hold a big charge. So i ordered another battery, a manual this time. One of the shorty's that's slightly bigger than the mini shorty. It is my favourite battery now. Manual definitely better than auto for me. Also ordered a pass thru battery for when i'm at home at my pc. And that is just fantastic. Although it uses my carts up faster, hehe. As i'm vaping more.

But overall, my point is, we've had mistakes made in our orders, from the very first order we placed. But V4L have always tried to resolve them quickly for us. That to me means a lot. It's not easy to get good customer service these days, with any product. There's always room for improvement. But i think V4L recognise that and actually strive to improve. The posts from Vapor Prince prove that in my mind. And because of this, my wife and i (and my mother in law and possibly several friends who're interested in it) will all be using V4L product and continue to do so.

One thing i would suggest is setting up some sort of stock check that will ensure that orders placed will notify the person placing the order that the item is out of stock before they pay for product. This gives them the opportunity to order something else, or just not order that item, etc. Not sure how V4L has it's shopping cart set up and whether it links in with inventory. But there is software and shopping carts that can do that for you. Provided you have a computerised stock system. It wouldn't be difficult to set it up either. Just need a database of stock, and some simple queries to the db that will check whether stock is in or out and update dynamically on the store front. (i could do it in my sleep).
Just make sure it is tested on a development/test environment before putting it live

 

[Sallyem]

This


is good to hear!!! One of the things that bugs me the most is the "substitution policy". I don't think this is unique to V4L, but perhaps it is unique to the ecig industry. I'd much rather get a phone call or email so that I can make the decision of what, or if, to substitute than have someone else make that decision for me.

Ditto on that. I would rather get a phone call and the opportunity to pick something else. NO SUBSTITUTES. I ordered Dark Chocolate juice once, and got two dark chocolate packs of cartos. Not a bad deal, moneywise, but still..........

 

[Maxwell_Edison]

One thing i would suggest is setting up some sort of stock check that will ensure that orders placed will notify the person placing the order that the item is out of stock before they pay for product. This gives them the opportunity to order something else, or just not order that item, etc. Not sure how V4L has it's shopping cart set up and whether it links in with inventory. But there is software and shopping carts that can do that for you. Provided you have a computerised stock system. It wouldn't be difficult to set it up either. Just need a database of stock, and some simple queries to the db that will check whether stock is in or out and update dynamically on the store front. (i could do it in my sleep).

What a super idea !!!

 

[K9Luvr]

One thing i would suggest is setting up some sort of stock check that will ensure that orders placed will notify the person placing the order that the item is out of stock before they pay for product.

Their shopping cart does tell you when they are out of stock; if it's not in stock you can't purchase it. Happens to me all the time when I'm ordering carts. I have had the experience of ordering an XL in purple (and paying for it), but by the time they processed my order it was out of stock and they substituted a blue one. But no one contacted me about the switch, and when I complained they sent me a purple XL as soon as they were restocked. Love their customer service ;-)

 

[Maxwell_Edison]

You're not undertsanding what 6String is saying, with his idea what you experienced wouldn't happen. The stock on the website would be in real time with actual sales.

 

[chadley]

We are working on what 6string suggested. In the meantime, I have kicked around the idea of calling everyone before a substitution. The problem I ran into was playing phone tag for 2 days and then the order being delayed. Which do you guys think is the lesser of two evils? For me, I personally would want to get the order in a timely fashion and some extra bonuses (which is what I am doing now) Either way its a pain and we are working every day to make it better.

 

[Maxwell_Edison]

We are working on what 6string suggested. In the meantime, I have kicked around the idea of calling everyone before a substitution. The problem I ran into was playing phone tag for 2 days and then the order being delayed. Which do you guys think is the lesser of two evils? For me, I personally would want to get the order in a timely fashion and some extra bonuses (which is what I am doing now) Either way its a pain and we are working every day to make it better.

You guys have gotten too big to do the phone thing - I'm fine with a substitution till you implement a new system (The 6string project).

 

[Big Hitter]

Printed postage on my last delivery was $4.90. $6.95 to ship. That left them $2.05 to pack and ship. Ok - so let's say it took 1/10th of an hour (6 man-minutes) to pull, pack, and process my order.

Let's say an employee costs $9/hr + 23% overhead for that employee. (Pretty typical, give or take, mostly take). $11.07/hr.

Supplies are probably another $0.20.

An employee can generate $69.50/hr in pack-and-ship. It costs 4.90 * 10 = 49.00 + $11 = $60 + $2.00 in supplies = $62.00 = ~ 10%.

They mark their shipping up 10% and you're complaining about "over-paying" !?!?

Of course, that percentage will go down a bit with juice orders. My order was pretty small. But the upshot still remains that they make about ten points on shipping. That's a pretty minuscule convenience charge. What did you spend driving to the gas station for cigarettes? Those aren't commonly delivered to your door in the US... Then consider that you've saved hundred of percent in taxes and it's really hard for me to whine about a business making a few points on their shipping...

You should pay the actual shipping. All other expenses are a part of doing business and should be put into the cost of products. If not were does it end. Are we going to start paying part of the electric bill because the lights were on when they packed our order ??
Maybe a percentage of employees medical insurance because they might get a paper cut packing our order?

Personally I only ordered from V4L once. I can do just fine getting free shipping from other suppliers.
I just make sure I order 35 or 50 bucks... whatever it is for each supplier to reach free shipping.
I ran a business for 23 years and my customers paid the exact shipping on orders right to the penny .... every time.
So its kind of a sore subject.

 

[MarciaSS]

I'll never understand these types of threads.

Why just today I got an e-mail about a battery I have that started deteriorating they will be replacing, no questions asked.

Give them a chance. Sheesh.

I'm pretty pleased with V4L with a couple exceptions. Our last order got fouled up while it was on it's way here and items were missing and the bag had been torn before it was delivered. The other exception is what you spoke of Kimmy. We are not treated equally and that can sting and cause one to wonder what's going on that we're treated so differently sometimes. I have a battery that completely died after less than 2 months and was told "During checkout on your next order, make a note in the order comments section of the issue along with the order number and we will take care of it from there."

In other words, they're taking care of your bad battery but I have to place another order with them in order to find out how to get it replaced. I've seen several people comment on how great they were about replacing faulty batteries. So, it kind of rankles me that I'm forced to buy something else in order to find out how to get the dead battery taken care of. It's not that I wasn't going to order from them again, but this has me wondering how to get on their "special treatment" list.

 

[firefox335]

We are working on what 6string suggested. In the meantime, I have kicked around the idea of calling everyone before a substitution. The problem I ran into was playing phone tag for 2 days and then the order being delayed. Which do you guys think is the lesser of two evils? For me, I personally would want to get the order in a timely fashion and some extra bonuses (which is what I am doing now) Either way its a pain and we are working every day to make it better.

I guess it all depends. Sometimes, I would rather have a substitution than have my order be 2 days late. Sometimes I would rather wait for what I ordered to be in stock. How about this... send an email stating what is out of stock and what will be substituted. We the customer would then have until the order ships the next day to contact V4L with a "wait for stock" or "go ahead". Don't hear from us in the allotted time? Send the substitutes.

 

[GrannyM]

We are working on what 6string suggested. In the meantime, I have kicked around the idea of calling everyone before a substitution. The problem I ran into was playing phone tag for 2 days and then the order being delayed. Which do you guys think is the lesser of two evils? For me, I personally would want to get the order in a timely fashion and some extra bonuses (which is what I am doing now) Either way its a pain and we are working every day to make it better.

Personally, I order enough in advance that I don't mind a little delay. I realize that is not the case with everyone. Perhaps if we just put in the comments that we don't want substitutions and you could email us then if an item is out of stock and then we could decide on the replacement item? Would that work? Or perhaps a box in the order form to check if substitutions are ok with the customer. I'm not trying to create headaches for you guys, but there's got to be some way to do this.