Too bad- I really like their products, but I'm sick of their poor customer service! They've been courteous and professional if you can get ahold of them. This was my first brand. I've upgraded to a vv but still buy their cartos and stuff. I've placed 4 orders with them in the last month!! I had questions about a product and played phone tag for 2 days before I could speak with a live person. When you're at work, you call on your free time. Second order I tried to place by phone (thought maybe if I got it in early it would go out same day) and had the same problem. Ended up placing online that night. Then one of the parts (just a cheapie gemstone for the end of my ecig) was defective. Called- same issue roll to vm. I sent them a courteous email about the constant run around I'd been getting from them and now a defective product (tho minor.) I didn't want THEM to incur shipping for such a cheap part, so I thought maybe in the interest of poor service, defect, savings and repeat customer they could combine my loyalty points (added up to about 4 bucks) and defect refund amt. for a pkg of cartos. Using a discount code it would total about the same amount. They said no and refunded me for the defective part by givng me crappy loyalty points.
Then they have the faces of Volt contest. I thought I'd put my pic up and give the free battery to a friend or keep a pack of cartos for myself whichever- I wasn't picky. But giving a friend a battery also has the potential to create another customer for them. I emailed Imagine to see if the pic was satisfactory. She reminded me to add my testimony (which I did and she confirmed the post was satisfactory 10/21.) Nothing... No instructions or info as to how to redeem for the contest. I followed up with Imagine thinking maybe they won't send redemption instructions till contest was over- still nothing. Then I placed ANOTHER order with them. In the interest of saving THEIR COMPANY on shipping the contest item, I asked if they would include it with my paid order, referencing the post # on the testimonial. The rep. stated no- she didn't have the authority to do that and shipped without it. To date I've still heard no reply from SI about the contest merchandise promised to me.
Now everyone talks about how great their merchandise is- and that's correct. I use an EGO-VV and need an 808 adapter just to use their products But I won't anymore. I assume after this post, I won't receive my free contest item either. I read another online complaint on ECF where the unsatisfied customer felt they retaliated against her.
I work as a Call Center Manager, and Service 101- It's much more cost effective and easier to keep an existing customer than lose them and compete for new ones with the competition. I've repeatedly tried to resolve all issues directly with them before posting this.
Then they have the faces of Volt contest. I thought I'd put my pic up and give the free battery to a friend or keep a pack of cartos for myself whichever- I wasn't picky. But giving a friend a battery also has the potential to create another customer for them. I emailed Imagine to see if the pic was satisfactory. She reminded me to add my testimony (which I did and she confirmed the post was satisfactory 10/21.) Nothing... No instructions or info as to how to redeem for the contest. I followed up with Imagine thinking maybe they won't send redemption instructions till contest was over- still nothing. Then I placed ANOTHER order with them. In the interest of saving THEIR COMPANY on shipping the contest item, I asked if they would include it with my paid order, referencing the post # on the testimonial. The rep. stated no- she didn't have the authority to do that and shipped without it. To date I've still heard no reply from SI about the contest merchandise promised to me.
Now everyone talks about how great their merchandise is- and that's correct. I use an EGO-VV and need an 808 adapter just to use their products But I won't anymore. I assume after this post, I won't receive my free contest item either. I read another online complaint on ECF where the unsatisfied customer felt they retaliated against her.
I work as a Call Center Manager, and Service 101- It's much more cost effective and easier to keep an existing customer than lose them and compete for new ones with the competition. I've repeatedly tried to resolve all issues directly with them before posting this.
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