MyFreedomSmokes - Defective or wrong product issue : ktelectronic

[ktelectronic]

Company name

MyFreedomSmokes​

Date of your initial complaint to the supplier.

21 January 2013​

How did you contact the supplier

Website ticket system​

Ticket number (if you were issued one)

951​

General nature of complaint

Defective or wrong product​

Briefly describe your problem or issue

I purchased a joyetech eGo-C 1000mah Battery for 18.95 from My Freedom Smokes. It stopped holding a charge after 3 months. Their return policy was 2 months. I messaged them asking them if they could do a replacement, and while they admitted the battery should last longer, they said they couldn't violate their return policy.

Assuming their products really do normally last longer, they sent a defective product to a customer and refused to make amends. According to the US implied warranty of merchantability, products sold should work as expected for a reasonable amount of time. It just seems like it would have been the right thing to do to return an already admittedly defective product.

I am not happy with this company's level of customer service and quality of product, and I felt I should share my experience so others can be informed. I do want all electronic cigarette companies to succeed, because I feel that these products can save lives, so I do feel bad making a complaint. However I personally doubt I would do business again with this particular company for fear or getting a bad product and wasting my money when they don't care about their customer satisfaction.​

 

[TaylorMade]

Hi kt,

Sorry to hear that you were upset with the service that you received. I believe there may have been a bit of a misunderstanding as to how long a battery "should" last. Lithium batteries have come a long way, but they still wear down over time and need to be replaced. It has been our experience that batteries often last longer than 3 months (even years) for some users, but there are also users that only get 2-3 months out of a battery on average. Much of this has to do with how the battery is used, charged, and treated by the user which varies greatly from one customer to the next. Therefore, we actually have two warranties in place for our batteries. One is a 30-day replacement warranty which is there to provide free replacement for batteries that are obviously defective and did not allow the customer to get much use out of it at all. The other is a 60-day prorated credit warranty, which is there to offset the cost to the customer of purchasing a replacement battery if they received a battery that didn't quite live up to what we consider to be the minimum average lifespan of two months. We don't offer a full replacement in this case because the customer was still able to use the battery without issue for 1-2 months in these cases, which is a fair amount of use when considered against the average lifetime of a battery. Therefore we simply compensate them with a credit for the usage time that they were denied.

We feel that these warranties are well above average in this industry as many retailers offer only a 30-day warranty, a 21-day warranty, a 7-day warranty, or even no warranty at all. Now, we could offer longer warranties if we were to raise our prices to offset the cost of replacing batteries over longer periods, but I doubt that this would be acceptable for most consumers. However, I would like to gather some feedback as to whether customers would be interested in some type of supplemental extended warranty that could be purchased at an additional cost.

Sorry that we were unable to please you in this instance, but please feel free to contact us with any future questions or problems.