I had a problem with my Indulgence within an hour of when I got it on New Year's Eve - it seemed like the switch failed. I reported it to Customer Service on Eastmall.net about 20 minutes before Customer Service was scheduled to close for the long weekend, and I had a response that they would replace all of the mechanical pieces as soon as the 'improved' ones arrived (there was no need to replace the battery and charger).
That extremely quick response was wonderful - I had almost no experience with Eastmall in the past, and I had ordered a new, unproven product knowing that there are often startup problems with new products. It was clear to me that Eastmall was going to get me a working Indulgence as quickly as possible.
THEN I signed in to the forum and found that some other people had had problems and reported them on the forum, and representatives of Eastmall were giving similar quick responses - 'We're sorry you received a bad unit - we've already determined the root cause of the problems and are working with our suppliers to get the new units as soon as possible, and we will ship you the replacement parts as soon as they arrive".
With some suppliers of many different kinds of products, if I contact 'customer service' to report a problem or to ask a question, I get a response like 'well, did you read the fine print on page 437 of volume 3 of the user manual that said that you must walk around the product in a counterclockwise direction, stomping your feet and chanting 'this product is absolutely perfect'?'
Eastmall basically said, 'We are sorry that you've had this startup problem with your switch. We will replace it as soon as the new ones come in. And, by the way, since some other customers have had a problem with the cup(s) and some have found the workmanship on the hand-tooled adapters to be less than they expected, we will replace THOSE parts for you now as well just to make sure that you don't experience those problems'.
My new Indulgence arrived yesterday, and it has far exceeded my expectations in terms of performance.
Wow - the concept of getting the problem addressed WITHOUT me having to spend countless hours explaining every detail of every breath I've taken since I first heard of e-cigs! And I wasn't going to have to send the problem part back to China before they would send me a replacement!
So thank you, Eastmall, and I would recommend to anyone who DOES have a problem that they report it to you via the 'customer service'/'contact' link on the website rather than assuming mentioning it in a post on a thread in the forum means the problem will be addressed.
