My experience sending items back to China for replacement...

[Babachoo]

Just thought I would document another experience, this time it is regarding returning merchandise to China for free replacements.

Today I sent back 6 atomizers and 3 batteries for a DSE801 that I purchased from Heaven-gifts.com Ruyandirect.com Best E-smoking Shop a couple months ago. The main issue with these items was the brass inside ring coming unglued from the black tubes and thus spinning freely and having the wires come disconnected. Wayne said that the manufacturer has been aware of the problem and is working to redesign the atomizers at the moment. I came up with my own solution though which will prevent any of these issues in the future, if you're interested I can post that info, maybe in a different thread. I got the method OK'd with Wayne, he said that as long as it doesn't leave obvious scratches or damage, the warranty will still be good on them.

So anyway, to the issue of sending these back...

I put the 9 items in a plastic bag, then wrapped them up with enough bubble wrap so that it was now around 1" thick by 4" wide by 6" long total. I went to the post office and asked "What's the cheapest package I can send these back to China in, via First Class International?" She handed me an envelope that was around 9" X 12" or so, and a customs form, put the stuff on a scale, and said that it would cost $4.80! I couldn't believe it was that cheap. So I filled out the stuff and sealed up the envelope and went back and gave it to the same lady. I asked her if the envelope end would hold up or if I should tape it, since it was just one of those peel-and-stick type of seals. She replied "It should stay sealed (her eyes then go from the envelope to my eyes) unless they decide to open it." Her gaze lingered for what seemed like an eternity so I nervously chuckled and said "Ok, no worries" or something like that. Damn she was good. Friggin jedi mind tricks at the post office. I thought it was kinda odd since a few days ago I read about how someone received a package of ecigs and their mail carrier said something like "Be Careful". So I don't know if I was just nervous and paranoid or if the USPS really is full of agents trying to run some psyop on vapers or what. I suspect the former.

Anyway the awesome facts so far are...

Warranty period on my 801 parts = 1 year (RuyanDirect)

If something goes bad, he sends me a replacement with my next order for no extra charges, before I even send back the faulty stuff. He told me to kinda stockpile all my returns and save some shipping and send it all back at once when it's convenient for me.

I have waited a couple of months and now my total cost for sending back everything that I'd like replaced = $4.80

Customer service like this = PRICELESS

His prices = unbeatable

His warranty = the best

Wayne is awesome, hopefully the USPS will do their job and get my package to him and this thread can have a happy ending a couple weeks from now with no customs hassles or nosy postal inspectors. I just cannot say how amazed I am with the service I get from RuyanDirect. Everything about ordering from China has been completely painless. I'm off to place another order right now and in around 4 business days (average delivery time), I'll have another batch of stuff to enjoy. Sorry if I sound like a walking billboard for Ruyan, they're just so damn impressive I can't help it.

 

[TDM]

Thats amazing to me that cost $28-$58 dollars sometimes to ship China to the US. Then costs $4.80 to ship back. Whats wrong with this picture??

 

[Babachoo]

Thats amazing to me that cost $28-$58 dollars sometimes to ship China to the US. Then costs $4.80 to ship back. Whats wrong with this picture??

My orders usually only cost $12 to ship here, had one that cost $20 because it was a ton of stuff. The extra cost ($5 versus $12) is because EMS takes like 4 business days to reach me, but First Class International through USPS is a much more leisurely schedule, it'll probably take a couple of weeks to get to China, maybe even 3, who knows. But since he's already sent the replacement parts and doesn't mind waiting for the faulty ones, there's no ticking clock making me rush my shipment to him, so I get to save money.

 

[elevenzen]

Thanks for posting your experience this is good information to know.

 

[Babachoo]

Thanks for posting your experience this is good information to know.

I'm more than happy to. I feel like there's a lot of undue stigma attached to ordering things from China around here, mainly because this place is flooded with middleman U.S. resellers who would lose a ton of business if they stopped spreading lies about buying directly from China (which is ironic to the max considering they get their stuff from the same place). So the more I can spread truth about experiences dealing with Chinese suppliers, I feel better that my truth can maybe change a few minds that have already been brainwashed into thinking that all ordering from China is too risky.

I lurked here for a month and got the same impression based on what I had read here, and had the same worries. But I decided to take the plunge and I've never looked back. I have found the best customer service I've ever seen ANYWHERE, and save a ton of money since US resellers charge 200%-1000% markup for the same products.

 

[MisKate]

I sent back one dead battery to Ruyan at a cost of $2.28. In the meantime, they replaced that battery by putting in an extra one in a current order that I had placed there. I agree, no worries....excellent to deal with!!

 

[Palmetto]

Thats amazing to me that cost $28-$58 dollars sometimes to ship China to the US. Then costs $4.80 to ship back. Whats wrong with this picture??

That's got to be a lot of weight, TDM, for that shipping cost. As others have said, personal Ruyan orders usually cost $12 (the minimum, by weight) to ship EMS, and the orders get here within a week. Of course, if you order large amounts of liquid, etc., the shipping increases, by weight.

 

[rustiangel]

He gave me great service as well:

NOW THIS IS CUSTOMER SERVICE:

-----Original Message-----
From: Heaven Gifts <heaven_gifts@yahoo.com.cn>
To: <aol.com>
Sent: Thu, Jul 2, 2009 2:27 am
Subject: Re: Re: Shipping Notification

Hi,

Yes, we agree your proposal is fair.
We will send 1pc black manual USB passthrough for DSE901 by registered airmail to you as soon as we get the improved USB passthrouhgs.

Sorry again for the problem.

Yours sincerely,

Heaven Gifts


2009-07-02

If you don't recieve our reply within 24 hours, please send email again and copy to wayne_zsw@hotmail.com.

Heaven Gifts
Heaven-gifts.com Ruyandirect.com Best E-smoking Shop
Heaven-gifts.com Ruyandirect.com Best E-smoking Shop

发件人： aol.com
发送时间： 2009-07-02 04:56:42
收件人： heaven_gifts@yahoo.com.cn
抄送：
主题： Re: Shipping Notification
I just placed the item in the USPS mail, it cost a total of 3.31$. I do appreciate the gesture however, I still am a bit upset that at this point I have still paid money and have nothing to show for it...

I initially paid a total of 21$ (including shipping) used the product for 2.5 days, then received 9$ back, then paid 3.21$ to send it back. So at this point I still have paid out 15.21$ and have nothing to show for it. I think it would it be fair to ship me another one, at the cheapest postal rate possible of course, then call it even, do you agree?


-----Original Message-----
From: Heaven Gifts <heaven_gifts@yahoo.com.cn>
To: aol.com <aol.com>
Sent: Wed, Jul 1, 2009 12:20 am
Subject: Re: Re: Shipping Notification

Hi,

We are very sorry to know your manual USB passthrough is not working properly. Thanks for contacting us for it.

Some USB passthroughs of last batch have a quality problem with the button. We are very sorry that we were not able to select out the problematic USB passthroughs during our short test before shipping. We already returned all the manual USB passthroughs in our stock to the factory and required them to supply improved products for us. The factory still need 2 weeks before they can supply the improved manual USB passthroughs for us

We just refunded USD9.0 to you for the failed USB passthrough. If possible, please send it back to us. Just put it in a bubble envelope and post it by the cheapest USPS first class airmail to save the shipping fee(postage about $2). Don't forget to attach enough information(your ID or order number) with the envelope so that we could know it's from you. Our receiving address is as follows:
Receiver name: Zhang Sheng Wei
Address: Room 602, No.53, Sunny Venice Building, Lane 2727, Qi Lian Shan Nan Lu Road, Shanghai, China
Postal code: 200331
Phone: 13381579493

Do you think it's ok?

Sorry for the inconvenience.

Yours sincerely,

=0 A
Heaven Gifts


2009-07-01

If you don't recieve our reply within 24 hours, please send email again and copy to wayne_zsw@hotmail.com.

Heaven Gifts
Heaven-gifts.com Ruyandirect.com Best E-smoking Shop
Heaven-gifts.com Ruyandirect.com Best E-smoking Shop

发件人： aol.com
发送时间： 2009-06-30 06:18:38
收件人： heaven_gifts@yahoo.com.cn
抄送：
主题： Re: Shipping Notification
I received the package, thanks for the response. However i am now having trouble with the product, I used the passthrough for 2 days without incident, I then began having trouble with it the 3rd day, at first it would automatically turn on, and then flash, then i could hit the button and would stay on until it flashed, regaurdless of if i actually held the button down... the next day it worked fine, the problem seemed to have dissapeared, it then began to do this again, today, then all the sudden the button stopped working completely, however if i plug it in, then unplug it form the usb port, it will turn on, heat, then flash, and not turn back on, b ut the buttom does nothing now, I believe the button/switch is bad or going bad, can I return and exchange this? I have have read similar problems on the forums regaurding USB passthroughs from you guys.... currently I am unplugging and plugging back in everytime i want to inhale....

 

[niczgreat]

I just had my first DSE-801 atomizer go bad in exactly the way you described. The atomizer pulled loose from the lip. Would love to know the fix.

I think that they are using a glue that can't stand the heat.

 

[dedmonwakin]

I just had my first DSE-801 atomizer go bad in exactly the way you described. The atomizer pulled loose from the lip. Would love to know the fix.

I think that they are using a glue that can't stand the heat.

If you don't want to deal with sending the atty back and you can confirm that the atty is still functioning. Use heat resistant 2 part epoxy glue LOCTITE at Lowe's: 2 Oz. Weld Bonding Compound Epoxy or 2 part jb weld (clear)

I've had this issue from other US dealers as well. But it's easier to deal with a US supplier in terms of shipping time/cost.

 

[bearscreek]

I guess I should let you guys know that I ordered some things from trueman.com and received a battery with (probably) a stuck switch. Even though I didn't get a response to my first email (stuff happens), I wrote them in a couple of days, and they said that they could send a replacement or send it with my next order. I told them that I really didn't need to make another order anytime soon but that they didn't have to use express mail to send the replacement to me. They sent it express anyway, and I received it in 5-6 days. They never even asked for the bad one back. I almost felt guilty about it. Their original shipping charges were a bit high, though, but I was overall very pleased.

 

[Babachoo]

I just had my first DSE-801 atomizer go bad in exactly the way you described. The atomizer pulled loose from the lip. Would love to know the fix.

I think that they are using a glue that can't stand the heat.

IMO, DO NOT use Loctite or any chemical, you could be inhaling that stuff when it heats up.

I fixed mine by taking a set of wire strippers like what is pictured here and put the atomizers and batteries in the largest hole by the red handles and crimping them down onto the brass ring a little tighter. This will prevent them from coming loose and disconnecting the wires. But the replacements I got seem to be better and I haven't had any problems with them so far, other than losing a battery somewhere, which was my fault of course.

 

[dedmonwakin]

IMO, DO NOT use Loctite or any chemical, you could be inhaling that stuff when it heats up.

I fixed mine by taking a set of wire strippers like what is pictured here and put the atomizers and batteries in the largest hole by the red handles and crimping them down onto the brass ring a little tighter. This will prevent them from coming loose and disconnecting the wires. But the replacements I got seem to be better and I haven't had any problems with them so far, other than losing a battery somewhere, which was my fault of course.

Maybe you missed the "HEAT RESISTANT" part. It's designed to be used around surfaces that get hot.

But, if you also look, there are many types of 2 part epoxy resin. Obviously, you may have overlooked that too while purchasing the correct epoxy resin. The previous link provided is the appropriate type to use.....the same stuff that's already in your e-cig. Heat resistant epoxy glue. Epoxy resin/glue does not melt, it burns. Your atty does not get hot enough to burn this glue. Should your connector or atty come out of the casing, it's because of expansion/contraction of heating and cooling, or not enough of the glue was applied upon manufacturing.

Hope this correct info helps!

 

[Babachoo]

Regardless... I'd much rather spend 1 second crimping it down with wire strippers than mixing up some nasty epoxy that would surely give me a headache.

 

[dedmonwakin]

Regardless... I'd much rather spend 1 second crimping it down with wire strippers than mixing up some nasty epoxy that would surely give me a headache.

Well, that's just a matter of preference. But, thought I would make sure your opinion doesn't get mixed up with facts. Since I must use similar epoxy glues/resins/putty for mending my sculptures while they are in the kiln baking at 350 to 600 degrees. Common practice taught in art schools and anywhere where epoxy must be used, using this for almost 10 years.

 

[Babachoo]

Well, that's just a matter of preference. But, thought I would make sure your opinion doesn't get mixed up with facts. Since I must use similar epoxy glues/resins/putty for mending my sculptures while they are in the kiln baking at 350 to 600 degrees. Been using this for almost 10 years.

No worries mate. Personally I say if it failed once and the stuff came loose, I'm probably not going to go with the same solution again to fix it, thus the crimping suggestion.

 

[Babachoo]

I just got an email from Wayne saying that they received my return package and appreciated me sending it back. He made no complaints that it took a day under 3 weeks, was just happy that he had a customer who operates on his word and did what I said I did and returned the faulty parts to him. Once again, great service and unbelievable to have a merchant overseas that operates on the honor system and ships out replacements before he even receives the faulty parts.