I'm expected to pay to get a replacement for a DOA item!

[Bukket5]

I placed a large order with Health Cabin and paid for faster shipping. My Vivi Nova 3.5ml is DOA and my iTaste battery is missing the 510 magnet so it is useless. I received a response on the Vivi Nova today saying that they would include a new one in my next order!

Is this the type of service everyone gets? I paid for faster shipping because I wanted the items quickly. Now I'm expected to order again plus pay shipping and wait to receive what I've already paid for.

From now on I'll stick with the vendors that take care of their customers instead of just taking their money.

 

[vsummer1]

Please don't take this wrong, but I am a bit confused. Granted I am rather new here, but how can a vivi nova be DOA? Have you tried a different head or checked to see if the wick is seated correctly? Is the tank cracked?

Also, it is standard for the vendor to actually ask for the item back and once received to ship a new one out. Since Health Cabin is a bit further away than most vendors, I think that by them stating they will include it with your next order is actually saving you from shipping it back to China and waiting for them to ship back to you.

What exactly are you expecting from them?

 

[Bukket5]

Please don't take this wrong, but I am a bit confused. Granted I am rather new here, but how can a vivi nova be DOA? Have you tried a different head or checked to see if the wick is seated correctly? Is the tank cracked?

Also, it is standard for the vendor to actually ask for the item back and once received to ship a new one out. Since Health Cabin is a bit further away than most vendors, I think that by them stating they will include it with your next order is actually saving you from shipping it back to China and waiting for them to ship back to you.

What exactly are you expecting from them?

My first ticket to them was asking what to do and if there was any way that I could fix it. It was their idea to replace, not mine. I had no idea what to do about it since I had never used one before.

But the point is mute. It has been resolved.

 

[Bukket5]

I have exchanged emails very quickly with support and both items have been resolved. They are sending out a replacement plus the missing part for my iTaste. I have been looking forward to trying the iTaste for months so it has been torture to have it but not be able to use it.

Thank you for the super fast response!

 

[Bukket5]

Please don't take this wrong, but I am a bit confused. Granted I am rather new here, but how can a vivi nova be DOA? Have you tried a different head or checked to see if the wick is seated correctly? Is the tank cracked?

Also, it is standard for the vendor to actually ask for the item back and once received to ship a new one out. Since Health Cabin is a bit further away than most vendors, I think that by them stating they will include it with your next order is actually saving you from shipping it back to China and waiting for them to ship back to you.

What exactly are you expecting from them?

To answer your question. I expected them to tell me what to do with the Vivi Nova. The same as every other vendor. I told them it wasn't firing and asked what I should do. They responded by saying they were going to replace it. I've used clearomizers but I have no idea what would stop it from firing or what to try to fix it. This is the first time I've bought anything that has replaceable parts. I was expecting them to help me!

So there are things I can try? I will take a look at it and see if there is anything I can do. Any suggestions are welcomed. It may have to wait until my husband is home on Thursday. He would have a better chance of getting it to work. And I will happily pay Health Cabin for the replacement if I can get the first one to work. I guess I should start by taking it apart and putting it back together so I can figure out what I'm doing.

Bt there is nothing I can do about the iTaste. It arrived with an adapter that fits nothing I have. So it isn't an 808 or 510. I don't know what it is for. It was suppose to come with a 510 and that is what I need.

Thank you, I appreciate knowing that there is something that I can try to fix it. And now I have a project for tomorrow.

 

[jackbox]

To answer your question. I expected them to tell me what to do with the Vivi Nova. The same as every other vendor. I told them it wasn't firing and asked what I should do. They responded by saying they were going to replace it. I've used clearomizers but I have no idea what would stop it from firing or what to try to fix it. This is the first time I've bought anything that has replaceable parts. I was expecting them to help me!

So there are things I can try? I will take a look at it and see if there is anything I can do. Any suggestions are welcomed. It may have to wait until my husband is home on Thursday. He would have a better chance of getting it to work. And I will happily pay Health Cabin for the replacement if I can get the first one to work. I guess I should start by taking it apart and putting it back together so I can figure out what I'm doing.

Bt there is nothing I can do about the iTaste. It arrived with an adapter that fits nothing I have. So it isn't an 808 or 510. I don't know what it is for. It was suppose to come with a 510 and that is what I need.

Thank you, I appreciate knowing that there is something that I can try to fix it. And now I have a project for tomorrow.

Make sure the vivi nova head is screwed onto the post tightly. If it is loose it won't make a connection. Also check the center pin that connects to the battery. If it is in too far you can pull it out a bit to make contact. The vivi novas are very reliable. I have many of them and the only issue was the head coming loose. If you do not put it on tightly it will come loose when you remove the top cap due to the contact with the top rubber piece.

Also, in regards to HC customer service, they are one of the best companies I have ever dealt with. I have placed over twenty orders with them and they go out of their way to solve any customer issues, doa items, etc. They normally will ask you to let them include the replacement in a future order to save money on shipping. But if you tell them that is not convenient for you, they will usually go ahead and ship the replacements separately to make you a happy customer. I have found their customer service to be better than most U.S. based companies. Glad you got your issue resolved. If you check out the head and if it is loose, you will be getting an extra vivi nova tank for free.

 

[Bukket5]

Make sure the vivi nova head is screwed onto the post tightly. If it is loose it won't make a connection. Also check the center pin that connects to the battery. If it is in too far you can pull it out a bit to make contact. The vivi novas are very reliable. I have many of them and the only issue was the head coming loose. If you do not put it on tightly it will come loose when you remove the top cap due to the contact with the top rubber piece.

Also, in regards to HC customer service, they are one of the best companies I have ever dealt with. I have placed over twenty orders with them and they go out of their way to solve any customer issues, doa items, etc. They normally will ask you to let them include the replacement in a future order to save money on shipping. But if you tell them that is not convenient for you, they will usually go ahead and ship the replacements separately to make you a happy customer. I have found their customer service to be better than most U.S. based companies. Glad you got your issue resolved. If you check out the head and if it is loose, you will be getting an extra vivi nova tank for free.

Thanks for all the troubleshooting tips. I appreciate it.

I'm also glad to find out that they do have good customer service. But I had no way of knowing that. I have ordered $300 worth of stuff from them in one month. If I had needed to order anything else I would have let them put it in the next order. But I don't think I should have to wait months to get an item replaced and since this was my first issue with them I was not happy with the response I received. I'm still not sure if I will receive my replacements. When I do then I will know that they are a reliable company. You never know what type of company you are dealing with until you have a problem.

You can think I'll be getting a free tank if you want. But if I get it working and then receive a replacement I will PayPal them for the cost. Lol. When I mailed Tom at Smokeless Image a check for a clearomizer that I was able to fix with spare parts from one that had reached the end of its life he didn't know what to do with it!

 

[jackbox]

You will get the replacement items. Don't worry about that. Recently I agreed to wait for my next order to replace a DOA item. The Chinese holiday was coming up and I decided I had nothing to order for a while. I reopened the ticket and asked them to go ahead and just mail the replacement as the holiday was coming up and not planning to order. They said sure and mailed it the next day. I know they mailed it because they always give you tracking and it is going to be delivered to me tomorrow. They will send you an email with the tracking info and it will also show as an additional shipment in the comments in your original order. They are an extremely reliable and honest supplier.

 

[pleaselah]

You will get the replacement items. Don't worry about that. Recently I agreed to wait for my next order to replace a DOA item. The Chinese holiday was coming up and I decided I had nothing to order for a while. I reopened the ticket and asked them to go ahead and just mail the replacement as the holiday was coming up and not planning to order. They said sure and mailed it the next day. I know they mailed it because they always give you tracking and it is going to be delivered to me tomorrow. They will send you an email with the tracking info and it will also show as an additional shipment in the comments in your original order. They are an extremely reliable and honest supplier.

Definitely agree on your last line. They are helping to save on shipping cost, as I believe most people use the more expensive shipping. By using the cheaper shipping method just to send the replacement, you've gotta wait for at least two weeks which I'm sure nobody wants. And it makes no sense to use an expensive shipping just to ship a few items, which add up to be less than the price for shipping.

 

[Bukket5]

Make sure the vivi nova head is screwed onto the post tightly. If it is loose it won't make a connection. Also check the center pin that connects to the battery. If it is in too far you can pull it out a bit to make contact. The vivi novas are very reliable. I have many of them and the only issue was the head coming loose. If you do not put it on tightly it will come loose when you remove the top cap due to the contact with the top rubber piece.

Also, in regards to HC customer service, they are one of the best companies I have ever dealt with. I have placed over twenty orders with them and they go out of their way to solve any customer issues, doa items, etc. They normally will ask you to let them include the replacement in a future order to save money on shipping. But if you tell them that is not convenient for you, they will usually go ahead and ship the replacements separately to make you a happy customer. I have found their customer service to be better than most U.S. based companies. Glad you got your issue resolved. If you check out the head and if it is loose, you will be getting an extra vivi nova tank for free.

And....it's working! I just emailed customer service to see if the replacement has been shipped yet. Thanks again for the tips. I hate to see things go to waste.

I haven't received a shipping notice and I checked my account and there is nothing there about it either. So hopefully I caught them before they shipped it.

 

[jackbox]

And....it's working! I just emailed customer service to see if the replacement has been shipped yet. Thanks again for the tips. I hate to see things go to waste.

Good, glad to hear that. Just got to make sure the head is on tight. They should have suggested that to you before offering the replacement, but they are so focused on customer service they sometimes do a disservice to themselves by offering replacements quite liberally. It is very early in China right now (around 2:25 a.m.) so the replacement probably has not been sent yet. They might get the message before they ship it but it depends on how heavy their ticket volume is when they open in the morning.

 

[seniorGecko]

Good job jackbox! Not only did you help bukket5 figure out his issue but you also stuck up for HC's good customer service. I think they should send that replacement vivi nova to you.

 

[jackbox]

Good job jackbox! Not only did you help bukket5 figure out his issue but you also stuck up for HC's good customer service. I think they should send that replacement vivi nova to you.

That would be nice. I could use another one. I stuck up for them because they are truly a great company. I have done business with a lot of Chinese companies and they usually just give you the run around and blame you for a defective item. Not HC. They are so good about resolving issues that they have spoiled me. They are also very responsive to customer requests and product suggestions.

 

[Bukket5]

Good, glad to hear that. Just got to make sure the head is on tight. They should have suggested that to you before offering the replacement, but they are so focused on customer service they sometimes do a disservice to themselves by offering replacements quite liberally. It is very early in China right now (around 2:25 a.m.) so the replacement probably has not been sent yet. They might get the message before they ship it but it depends on how heavy their ticket volume is when they open in the morning.

Oh good. I hope they read the ticket first and catch it before it is sent out. I should've checked my world clock to see what the time difference is. It is almost noon here.

Now if I can just figure out the flavor issue. Out of 3 Vivi Novas I have 1 that has flavor. The other 2 vape fine but there is no flavor.

 

[Samyaza]

Now if I can just figure out the flavor issue. Out of 3 Vivi Novas I have 1 that has flavor. The other 2 vape fine but there is no flavor.

Normally, Vivis need a tank of juice to break in properly. You may have lucked out with one.

 

[Bukket5]

Heard back from support. They hadn't sent the package yet so they are only shipping the adapter for the iTaste. First time I've ever been happy to hear that it hasn't shipped yet

Thanks...I'll vape it down and see if it tastes better!

 

[jackbox]

Heard back from support. They hadn't sent the package yet so they are only shipping the adapter for the iTaste. First time I've ever been happy to hear that it hasn't shipped yet

Thanks...I'll vape it down and see if it tastes better!

The wicks are coated with a clear primer (I thinik pure vg) in the manufacturing process. It can sometimes take a tank or two to get this to let the flavor come through. I have also found vivi novas can mute some flavors, but overall the vivia novas work great.

 

[pleaselah]

The wicks are coated with a clear primer (I thinik pure vg) in the manufacturing process. It can sometimes take a tank or two to get this to let the flavor come through. I have also found vivi novas can mute some flavors, but overall the vivia novas work great.

Damn I threw away quite a number of new replacement coils

 

[jackbox]

Damn I threw away quite a number of new replacement coils

Don't throw away any vivi nova coil heads. They are easily rebuildable. You can rebuild one in about one to two minutes once you get the hang of it. Plus if you use cotton wick you get better flavor. Many videos on youtube on how to rebuild them.

 

[pleaselah]

Don't throw away any vivi nova coil heads. They are easily rebuildable. You can rebuild one in about one to two minutes once you get the hang of it. Plus if you use cotton wick you get better flavor. Many videos on youtube on how to rebuild them.

Yea, I just found the rebuilding process on pbusardo 's YouTube. By the way, which do you use? The 3.5ml one or the more cooler looking ones with metal drip tips?

First time trying out vivi nova clearomizer. All along using punched cartos with tank after one bad experience with stardust clearo