No communication with V4L?

[shannonekgs]

I've got more order ready and just had a couple questions for them. I've emailed twice and haven't heard anything. Wondering how good the customer service really is? What if I was havnig a problem? Seems like they would want the business and get back with me. I wanted to place my order Fri. and here I sit with no order in. I emailed Steve once and then Mark directly.

What's up??


1/11/10
I'm sorry for posting this. Yes, I expected too much based on what I had heard. The customer service I've read about has been above and beyond! I thought I would hear something like by the next day. I certainly don't gaurantee that for our business and would feel somewhat miffed if someone complained after only a few days.

That being said, when I contacted mark through pm I got a reply in literally 3 minutes!
Obviously something was going on with someones email, who knows with computers!

Anyway I'm well over 100% satisfied!
I guess there is a down side to all these glowing reviews!
Cheers to V4L!

 

[Pawpaw]

Which email address did you use?

The best one to use is mark@vapor4life.com.

Or you can give him a call at 773-456-0116.

 

[sc0ut]

I placed an order last friday afternoon. Second order with V4L. On my first order, I got shipping tracking number the next day. On this second order, other than the confirmation email that I placed an order, I have not seen a follow-up email stating the items were shipped. I'll email/call them tomorrow morning to see what my order status is. Give them all of today (Monday) to catch up from what I'm hoping was a busy weekend with tons of orders.

 

[jebey29]

I've got more order ready and just had a couple questions for them. I've emailed twice and haven't heard anything. Wondering how good the customer service really is? What if I was havnig a problem? Seems like they would want the business and get back with me. I wanted to place my order Fri. and here I sit with no order in. I emailed Steve once and then Mark directly.

What's up??

I just love these questions. As a business owner with over 100 Employees and thousands of customers if i took phone calls from everyone who had a question i would never be able to run my business and make money. V4L while still quick and with great customer service is really no longer a mom and pop business. They are growing by leaps and bounds. Its the nature of the vaping business. Several of these companies are transitioning from garage mom and pop enterprises into full blown corporations with thousands of customers.

While it has been nice to be able to talk to the owner of these companies can you really expect that this is going to continue? If you think so please pick up the phone and call the CEO of General motors or Ford and tell the secretary that you want to buy a new vehicle and have a question about their product.

I don't mean to come off rude but your getting impatient because the owner of a very busy and growing business has not gotten back to you.

 

[dohsma]

I've got more order ready and just had a couple questions for them. I've emailed twice and haven't heard anything. Wondering how good the customer service really is? What if I was havnig a problem? Seems like they would want the business and get back with me. I wanted to place my order Fri. and here I sit with no order in. I emailed Steve once and then Mark directly.

What's up??

Shannon,

Send me a pm here. I am caught up with all of my emails through yesterday, and I don't think I saw one from you.

 

[dohsma]

I placed an order last friday afternoon. Second order with V4L. On my first order, I got shipping tracking number the next day. On this second order, other than the confirmation email that I placed an order, I have not seen a follow-up email stating the items were shipped. I'll email/call them tomorrow morning to see what my order status is. Give them all of today (Monday) to catch up from what I'm hoping was a busy weekend with tons of orders.

We shipped all orders through early Friday afternoon on Friday. We do not ship on Saturday, so you're order is most definitely going out today.

 

[sc0ut]

We shipped all orders through early Friday afternoon on Friday. We do not ship on Saturday, so you're order is most definitely going out today.

thanks. as usual - great customer service.

 

[shannonekgs]

THANKS MARK!! I JUST ORDERED ABOUT A MINUTE AGO! CAN'T TELL YOU HOW EXCITED I AM!!

Wasn't complaining about customer service at all, I have just heard so much awesome stuff about V4L I guess I expected more than I should of.

As a business owner myself I should know better!!

THANKS SO MUCH!! CAN'T WAIT TILL IT COMES!

Shannon (your newest customer!)

 

[lvictory23]

I also messaged (once before I found the boards to customer service and the other to Mark@vapor4life.com) didn't get a reply from either. but thats okay.
now I know to pm mark on here.
thanks guys I'm excited

 

[Iris]

I also messaged (once before I found the boards to customer service and the other to Mark@vapor4life.com) didn't get a reply from either. but thats okay.
now I know to pm mark on here.
thanks guys I'm excited

So either a mailbox isn't getting checked, or the address is bad, or perhaps a spam/domain filter is a bit too aggressive. Either way, that needs to be resolved so people don't think they're being ignored.

Glad y'all got your questions answered

 

[Taryn]

Or they need more help so Mark can keep up with the demand for personal attention

 

[dohsma]

So either a mailbox isn't getting checked, or the address is bad, or perhaps a spam/domain filter is a bit too aggressive. Either way, that needs to be resolved so people don't think they're being ignored.

Glad y'all got your questions answered

I'll have to check my spam settings on my end, but I got pretty caught up on emails this weekend. I'm wondering if I'm having spam issues on the other end, when I send stuff out.

 

[crmartin]

I had trouble with some carts I ordered in Dec. and per Leaford, I sent an email to customer service, a couple of days later they sent me an email telling me to note the problem when I placed another order or let them know if I wasn't going to place an order soon. I emailed them back because I didn't plan on placing an order in the near future and received an email on 12/22 that they were sending me some new carts. I still hadn't received them on 1/5 so I emailed them asking if they had a tracking number, I haven't heard back from them. I sent these emails to the customer service email address I found on their site. This was my first order with them, although small, it hasn't impressed me.

 

[Pawpaw]

I'll have to check my spam settings on my end, but I got pretty caught up on emails this weekend. I'm wondering if I'm having spam issues on the other end, when I send stuff out.

I had that happen once from V4L. I added it to my "allow sender" list and no more problem.

Luckily, I keep any eye on my spam folder.

 

[sc0ut]

from what i've read here in the subforum, so far, it seems that the email address that pops out on the v4l website does not work. it goes to some non-existent address. i also think that needs to be addressed to the correct email address. it's frustrating to click to a link on a vendor site that doesn't actually get you nowhere. but, business is booming, i guess, and we need to give v4l time for their back-office infrastructure to catch up

 

[Michelle43]

Just remember all, the employees of V4L do have outside lives also. They do take weekends off.

 

[dohsma]

from what i've read here in the subforum, so far, it seems that the email address that pops out on the v4l website does not work. it goes to some non-existent address. i also think that needs to be addressed to the correct email address. it's frustrating to click to a link on a vendor site that doesn't actually get you nowhere. but, business is booming, i guess, and we need to give v4l time for their back-office infrastructure to catch up

The email link on the site does go to me as well. I have about 4 different places to check for customers service issues, so even I get confused sometimes. Most of the time I don't start answering emails during the day until I get home at night, which is anywhere from 6-8 o'clock at night. I should be getting some help with some of the day to day stuff in the next week or two, so the emails can get answered more as they come in.

 

[Adrenalynn]

>> if i took phone calls from everyone who had a question

Well, we only have just under fifty full time employees, but several hundred contractors, so take it with a grain of salt... We answer our phone 24/7/365. I think it depends upon what the value of the average sale is. If you're selling a billion $0.001 items a day to fifty million people - yeah, you probably wouldn't want to interface with them very frequently. Our average sale is ~$3000/order. All unanswered calls to our toll free number roll to my personal cell if they aren't picked up in five rings.

Some product-lines are more hands-on than others. If you have a hands-on product-line, you have to budget phone support. It's just COB

 

[CatMommy]

Wondering how good the customer service really is?

What's up??

Actually, I think the problem is that customer service is TOO good. Unfortunately, with our ravings, we may have caused there to be unreal expectations for the manpower at V4L.

When I was a new customer, I was guilty too. I couldn't understand why Mark didn't get back to me with a problem I was having but.....why should a get a response on Saturday or Sunday when business hours technically are Monday-Friday. I don't want to work 7 days a week, so why should I expect them to.

I know everyone here sings the praises of V4L, (now I'm going to be accused of being one of those cheerleaders) but we do that for good reason. Things are always taken care of, but there are only so many V4L crew members and so many hours in a day.

This subforum is a GREAT place to contact the crew if there is a problem with emailing, and a good place to ask members for different contact information...but please don't say...."Wondering how good the customer service really is?"

 

[jebey29]

>> if i took phone calls from everyone who had a question

Well, we only have just under fifty full time employees, but several hundred contractors, so take it with a grain of salt... We answer our phone 24/7/365. I think it depends upon what the value of the average sale is. If you're selling a billion $0.001 items a day to fifty million people - yeah, you probably wouldn't want to interface with them very frequently. Our average sale is ~$3000/order. All unanswered calls to our toll free number roll to my personal cell if they aren't picked up in five rings.

Some product-lines are more hands-on than others. If you have a hands-on product-line, you have to budget phone support. It's just COB

I run a temporary employment agency. Of course the phones always get answered 24 hours a day but that doesnt mean its me that is answering the phone. The original poster was a little miffed that Steve was not answering her e-mail.

I think that Steves time is better used developing new products and improving the current line up we have rather than answering 200 e-mails inquiring about "hey, i placed an order yesterday and got the usps tracking number but when i go to the USPS web site it says they have no record of the package. Whats up with that? Did you mail my package?"

But what do I know. Thats just my humble opinion.