I want a refund

[Cisco]

I will put this into perspective for everyone, and I don't think I am being unreasonable. I am sure some ppl will disagree....

Ordered an Intellicig evo on 4-21-09

Finally received it on 5-7-09 ( 2-1/2 weeks) OK no problem

Open package, 2 batteries both dead , 1 USB charger dead

Send e-mail 5-7-09, takes 3 days to respond and finally agreed to
send out 2 new batteries and USB charger

Great no problem I am sort of happy........

Today 6-4-09 I got nuthin,nadda,zippo. I have yet to even vape
the Evo cause I have no batts. Paid for it 7 weeks ago and have
never used it.

My patience has run out


Cisco...

 

[ApOsTle51]

7 weeks is ridiculous for not getting a working unit. Mind you , you are stateside don't know if that effects shipping times or they have a US distributer.

anyhow , deal with them direct , If you get no joy after a week from your initial refund request then file a dispute with paypal.

Sounds like you've been more than patient thus far. E-cig buisnesses don't like paypal disputes because technically paypal doesn't allow it's services for these things, much like firearms.

That would be my course of action anyway..

 

[Shining Wit]

I will put this into perspective for everyone, and I don't think I am being unreasonable. I am sure some ppl will disagree....

Ordered an Intellicig evo on 4-21-09

Finally received it on 5-7-09 ( 2-1/2 weeks) OK no problem

Open package, 2 batteries both dead , 1 USB charger dead

Send e-mail 5-7-09, takes 3 days to respond and finally agreed to
send out 2 new batteries and USB charger

Great no problem I am sort of happy........

Today 6-4-09 I got nuthin,nadda,zippo. I have yet to even vape
the Evo cause I have no batts. Paid for it 7 weeks ago and have
never used it.

My patience has run out


Cisco...

Just to add a little perspective from our end, of the 'faulty' items returned to us, over 50% are found to have no fault whatsoever. There are numerous reasons for customers thinking they have faulty items but most of these are resolved by email or telephone call and result in the customer declaring that the faulty item is now working. Dozens of people have contacted us to say that their EVO stopped working after a few puffs and then feel foolish when told that they have been trying to vape the blank cartridge that is fitted to protect the vaporiser in transit and which the instructions say to remove. We have had vaporisers returned that have been drowned in sticky, smelly gunk with customers swearing that they have only used prefilled carts, even though we don't sell coffee, caramel or peach flavours!

There are a few failures but these are comparitively few. We always try to find the best possible solution and if a customer is not happy we refund on return of the product.

I will certainly ask our customer service staff to check this particular case but I will not discuss it on this or any other forum.
Best wishes.
John C.

 

[ApOsTle51]

Welcome back John

I don't blame you for not wanting to discuss these kind of matters on a forum , I don't think any supplier should. although the OP was dignified in his post and it certainly worked..it got your attention

Just to Clarify tho when you say :

We have had vaporisers returned that have been drowned in sticky, smelly gunk with customers swearing that they have only used prefilled carts, even though we don't sell coffee, caramel or peach flavours!

Does this mean that your products are only warrantied against defect if the consumer uses only Intellicig carts or Ecopure Liquid ? Is it a term of the agreement ?

Many thanks , and sorry Cisco for the thread hijack..

 

[Cisco]

Just to add a little perspective from our end, of the 'faulty' items returned to us, over 50% are found to have no fault whatsoever. There are numerous reasons for customers thinking they have faulty items but most of these are resolved by email or telephone call and result in the customer declaring that the faulty item is now working. Dozens of people have contacted us to say that their EVO stopped working after a few puffs and then feel foolish when told that they have been trying to vape the blank cartridge that is fitted to protect the vaporiser in transit and which the instructions say to remove. We have had vaporisers returned that have been drowned in sticky, smelly gunk with customers swearing that they have only used prefilled carts, even though we don't sell coffee, caramel or peach flavours!

There are a few failures but these are comparitively few. We always try to find the best possible solution and if a customer is not happy we refund on return of the product.

I will certainly ask our customer service staff to check this particular case but I will not discuss it on this or any other forum.
Best wishes.
John C.

Your not going to discuss this on this forum?
You just did!!!!

I will certainly ask our customer service staff to check this particular case?
Why does it take a post in a forum to get you to "Look into it"

Listen I am not going to get into to many details and I am not a ...... as your calling 50% of customers who return faulty batteries. Also what your saying is that the other 50% are legitimate returns.


My batteries where dead, no led, 0volt reading, nothing. they where basically dead and un-chargable. The usb charger had 0v reading plugged into a usb port. I already went through the e-mail process to determine that the batteries and the charger were actually dead, and that was over a month ago.

Your customer service agreed to send out 2 new batts and a USB charger. I have waited almost a month, I think that is a pretty reasonable time for a shipment to arrive to NY. I dont expect you to jump through hoops for me but at least follow through .I am sure most of your customers are very happy, I am just not one of them.


Cisco...

 

[Cisco]

Hmm....

Your silence is discerning John.....

No response, no E-mails and no PM's

I guess I know were I stand

Mods can lock this thread I am done


Cisco...

 

[Shining Wit]

Hmm....

Your silence is discerning John.....

No response, no E-mails and no PM's

I guess I know were I stand

Mods can lock this thread I am done


Cisco...

I flew out to Poland on Friday morning to help with the launch of a new Polish company selling Intellicig in Warsaw's latest shopping mall, The Gallery. I have flown today back via Paris and am quite tired out, as well as having to deal with my suitcase being left in Paris by the airline. I'm sure they will make it right, just as we will make your problem right. Please, just calm your skin and give us a chance.
Thanks.
John.

 

[Cisco]

I am calming my skin and holding my breath.......


Cisco...

 

[3characters+]

Please, just calm your skin and give us a chance.

I'm having to bite my tongue to keep from responding to that.

Cisco, thanks for linking to this thread. Sorry you ended up with a less than intelligent cig too and hope you get your refund.

We always try to find the best possible solution and if a customer is not happy we refund on return of the product.

John, the "best possible solution" your company had for me was to ship new batteries, but you didn't do that. So, in affect, what you are saying is the best possible solution is for intellicig to do nothing for the unhappy customer, then have the customer return the item at their expense and be out money and product?

You should probably be a little more specific on what your warranty *really* means right there on your website.

 

[Kilroy2.0]

I would not be in any kind of hurry to get your Intellcig. Mine sits in a box where it belongs.

-g

 

[Cisco]

I was really looking forward to the 401, heard good things about it. Even when I finally received it and the battery's were bad I wasn't upset, it was just bad luck. I accepted the fact that order from the UK was going to take time. But after finally confirming with customer service that there were bad and waiting a month to find out that they were never shipped got me fired up.

E-mails didn't work, but after posting here I got instant response. I didn't even want to post a complaint here but I knew it would get attention.

I did finally get an E-mail confirming that they have now actually shipped the replacements, we will see how it goes.

Lets not turn this into an Intelli-cig complaint thread. I would rather people read this and learn from it then post negative comments. If you have a problem with them I would suggest E-mails first to try and resolve the problem.


Cisco...

 

[Cisco]

I received an E-mail from John C. yesterday and let me say that I retract anything positive I ever said about Intellicig. His arrogance is overwhelming and I wont tolerate it.

Cisco...

 

[Cancer]

can Customer Service really be this BAD. I mean Intellicig has the ability to fly to Poland and Paris...yet cannot adeptly ship out replacements to DOA products. I have had issues with suppliers, yet never to this extreme. Maybe expansion is happening to soon?

 

[fenez]

In any other type of biz this is unacceptable but with ecigs it is almost the norm, the equipment isn't quite there yet.

 

[Shining Wit]

I received an E-mail from John C. yesterday and let me say that I retract anything positive I ever said about Intellicig. His arrogance is overwhelming and I wont tolerate it.

Cisco...

I'm sorry this thread is still dragging on. Solutions have been offered including a refund.
Maybe my 'arrogance' relates to the fact that I told a customer via email that I would not accept abusive language (f word) in an email addressed to a female member of our customer service staff even if the declared intention was to attract attention. I am closing this thread as I feel that the problem should be resolved between supplier and customer.
John C.