MadVapes Ticket System...Might not want to waste your time

[basilray]

So...I ordered a pair of Ultrafire 16340's. Didn't get to use them right away, since my GLV2 hadn't arrived. Charged them a few weeks after I got them when my GLV2 arrived...two power cycles later they don't power my unit, but my Ultrafire charger shows they are charged. They also won't power my SB.

Opened a ticket with madvapes on the 14th. Got a few responses asking a couple questions. Now, pretty much 9 days later...nothing. What gives, madvapes? A 9+ day response time is pretty poor, especially from a company with such a good track record for customer service. I hate to air it here, but since there's no contact phone number, and Hoog doesn't take PM's...kind of feel like my back is against the wall a bit.

Even if the answer is "Sorry, you should've used them right away, we're no longer liable" that would be better than sitting here twisting.

Anyone else had a similar problem?

 

[5cardstud]

No, They've answered and taken care on the few tickets I ever had right away. I'm sure there's a good explanation although I do understand your frustration.

 

[basilray]

No, They've answered and taken care on the few tickets I ever had right away. I'm sure there's a good explanation although I do understand your frustration.

I sometimes think my expectations are a bit high...but that's probably since I've spent my entire life in customer service. I think in this case that waiting 3 days after the last response, sending another saying "what's the deal?" and then waiting another 4 or 5 is poor.

 

[IcyShadowz]

Are you talking about madvapes.com? if so they have a contact number it should be listed here MadVapes :: Support Ticket System

 

[Starchild47]

Yeah, they take forever to answer their ticket system which is terrible CS in my humble opinion especially when they set it up to give quicker responses to questions instead of using emails. I waited over 6 days to get an answer to a question the last time I used it. I won't waste my time doing it again. There are too many alternatives that can be utilized here in the e-cig world that appreciate my biz and give a timely response and want my $$$.

 

[basilray]

Are you talking about madvapes.com? if so they have a contact number it should be listed here MadVapes :: Support Ticket System

Wow...I looked at that page a few times and for some reason didn't even notice the phone number. I'll have to give them a courtesy call today.

But, it still doesn't negate the fact that they have done nothing with my ticket for 10 days now. What's the point of a ticket tracking system if it doesn't get utilized or responded to?

 

[IcyShadowz]

IDK im not sticking up for them just figured i would help you get resolution to this by calling them. Good Luck

 

[chanderson50]

Wow,
I am super surprised. I've had at least two tickets with madvapes and both of them were quickly answered and with no questions asked. They even sent the replacement items, trusting that I would return the defective ones after receiving the new ones. Sorry to hear your experience has not been as good. Hopefully it's just a fluke.

 

[lasttango]

Yeah, I have submitted tickets and sometimes they are answered right away and other times, it gets lost etc...

In my experience, there is a hole that these tickets slip down into sometimes.
Just be persistent.

There is a reason... someone deleted it, buried it... thought someone else answered it.

Usually, they are apologetic... and take care of you well.

 

[mace85]

Thats strange. I submitted a trouble ticket to mad vapes about a DOA battery, and had a reply and replacement shipped in 8 hours. I do recall a thread in which they stated that their ticket system is less than reliable, and they are working on implementing a new system.

 

[PoliticallyIncorrect]

My lone experience involved a 5V PT that wasn't DOA, but wasn't functioning up to par. Usually it's all or nothing with these things, but they didn't waste a lot of time with it--they just sent another. No complaints out of me.

 

[48lowes]

Wow...I looked at that page a few times and for some reason didn't even notice the phone number. I'll have to give them a courtesy call today.

But, it still doesn't negate the fact that they have done nothing with my ticket for 10 days now. What's the point of a ticket tracking system if it doesn't get utilized or responded to?

Personally I've never had a problem with Mad Vapes. As we all know stuff happens. They are the only game in town as far as mod parts go. I believe any unsettled problems would be a very low %. I sympathize with your problem and hope your issue gets prompt attention. In turn I'd hope you'd post back here with any conclusion or lack thereof, to this issue.

 

[basilray]

UPDATE: I received a new response on the ticket that leads me to assume they'll be replacing the batteries that were faulty. It only took 11 days! Nice work.

At this point, I'm just curious to see how long it will take them to close this deal out. Total time to date: 13 days and counting.

 

[Sleigh]

Hey....did MadVapes take care of you??? I'd like to know before I place my order. Thanks.

 

[basilray]

Hey....did MadVapes take care of you??? I'd like to know before I place my order. Thanks.

I believe so...I moved last week, so I think I'll have to get in touch with the old property manager of the townhouse I had been renting. It took MadVapes 13 days to close the ticket, and they ended up shipping me a new pair of batteries.

Unfortunately, the USPS did not forward my package to my new address, even though it was delivered after the official fowarding date.

 

[cobaltblue]

Sorry about your experience Basilray, and I hope your package finds it way to you. I have nothing but good stuff to say about Madvapes though. Have only opened tickets twice, and the second time David answered me even though my question had nothing to do with Madvape's products. Talk about going above and beyond. Both times my tickets were taken care of on the same day.

 

[Lazerrred]

I had a small issue with a battery, did a ticket and Madvapes was out of stock of said battery at the time. That said, within a week, said battery was in my mailbox. They rock hardcore in my book.

 

[Geolog]

e product I ordered from MadVapes was DOA. The ticket system was slow and a pain. I also got shafted on the return shipping charges. I give Mad Vapes a big neg.

 

[horton]

I'm really surprised to hear the negatives about MadVapes..... I've had nothing but fantastic buying experiences with them and also very good results with the ticket system. They must have had to do something because of their volume to get problems into a separate category and out of general email. That is my guess why the ticket system came into being. I've submitted tickets numerous times and always had prompt replies. I'm sure they get backed up at times, but they are only human like the rest of us and can only do so much in a day. I know the pressures from having my own business online and the emails coming at you like crazy. Sometimes, you do get a little behind. Can't be helped. In terms of problems with a product, I got a kit that was missing a part, and sent in a ticket. The part was sent out the same day no questions asked. I'd give them a little "room". They offer parts that no other sites offer for the DIY people and I'm sure they get swamped with both orders and people asking questions. I give them a big thumbs up and even if I did have to wait a little longer for a reply, I can overlook it thinking back on the great service I've had in the past.