No communication with V4L?

[sc0ut]

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.

This is only a suggestion so please do not take it as a criticism

Let's recap:

• It's clear that business is booming,
• That V4L is becoming more popular due to excellent products, selections, and customer service,
• That infrastructure has not caught up with demand (with a limited time and staff, you all are working way too many hours)
• And that V4L is committed to providing 100% (if not more) customer service and great vaping selection and accessories.

May I suggest that you prominently include, in the front page of the V4L website, the office hours. For example:

• Business hours are Mon - Fri; 8am to 6pm Central Time
• Orders/emails/customer service requests received after 3pm Friday or Sat/Sun will be processed the next following business day.
• All other orders/emails/customer service requests will be processed same day or next day.

If I see that constraints, then I know not to expect any form of communication when business is "closed for the day or weekend". I just believe in setting reasonable expectations.

Anyway - I am one satisfied customer here and will keep on using your products in the foreseeable future

If I stepped on anyone toes, please accept my apologies. No offense meant or intended.

 

[Pawpaw]

Actually Cody, I thought that was a well stated and reasonable post.

It does surprise me that some people expect any business to be a 24/7 operation unless they say so. We all enjoy having time off work, so we should expect others to also.

Catmommy is probably right. The regulars on this board (myself included) probably set expectations too high. I know I don't mean to and I doubt anyone else does either. Still, we can sometimes be a bit too enthusiastic.

 

[shannonekgs]

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!

 

[Taryn]

If Mark is online he always does answer PM's quickly though it's unusual to see him here during the day!

 

[CatMommy]

You know I'm gonna say it:

Taryn's gnome is intercepting the emails...

 

[dohsma]

If Mark is online he always does answer PM's quickly though it's unusual to see him here during the day!

So you're telling me I need to get back to work

 

[katkin]

Considering I ordered something Saturday at 10:58 AM and it still says " Processing"...YES!

Yeah, I do have a bit of a patience problem.

More seriously, I do want to try this King thing... and get my "shipped" notice so I can start walking out and staring at my mailbox, hoping it gets teleported in there.

(And doesn't go through Alaska first... - I so love USPS.)

 

[Pawpaw]

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!

Don't be sorry! No harm done, for sure. Also, you weren't abusive as some people have been in the past.

We're just glad everything worked out!

So you're telling me I need to get back to work

Maybe Mariano needs to crack the whip a little harder?

 

[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.

A few minutes after I posted this I received a pm from Mark telling me the cartridges were shipped last Monday and he would resend them with a tracking number and if I received duplicates that I should keep them. This is above and over anything I expected and certainly restores my faith in V4L. I really like the idea of the cartomizers as I like to change flavors through out the day. I will definitely become a regular customer.

 

[Taryn]

Hehehe, actually I think it's great to have you around. But as busy as you are we don't want people to think you will answer all PM's as quickly!

 

[scuzzy19]

A few minutes after I posted this I received a pm from Mark telling me the cartridges were shipped last Monday and he would resend them with a tracking number and if I received duplicates that I should keep them. This is above and over anything I expected and certainly restores my faith in V4L. I really like the idea of the cartomizers as I like to change flavors through out the day. I will definitely become a regular customer.

Glad your issue was resolved, people dont understand sometimes that things need time to get resolved but I do know that in the end they do make the effort to make things right with a customer even if its not right away they will.

Like I said glad your issue was resolved and that they made your experience with them that much better.

 

[sawlight]

This is only a suggestion so please do not take it as a criticism

Let's recap:

• It's clear that business is booming,
• That V4L is becoming more popular due to excellent products, selections, and customer service,
• That infrastructure has not caught up with demand (with a limited time and staff, you all are working way too many hours)
• And that V4L is committed to providing 100% (if not more) customer service and great vaping selection and accessories.

May I suggest that you prominently include, in the front page of the V4L website, the office hours. For example:

• Business hours are Mon - Fri; 8am to 6pm Central Time
• Orders/emails/customer service requests received after 3pm Friday or Sat/Sun will be processed the next following business day.
• All other orders/emails/customer service requests will be processed same day or next day.

If I see that constraints, then I know not to expect any form of communication when business is "closed for the day or weekend". I just believe in setting reasonable expectations.

Anyway - I am one satisfied customer here and will keep on using your products in the foreseeable future

If I stepped on anyone toes, please accept my apologies. No offense meant or intended.

I've read a lot of your posts, and I don't think you are a bad person, and perhaps your suggestions might NEED to be inccorperated.
BUT I have seen some tendancy's from you that leave me wondering.
Basicly we are aware that V4L is understaffed and overwhelmed at this time. We as "valued customers" "sales reps's" "cheerleaders" or whatever name we are called, ALL do our best to inform and help cutomers find answers and help as best we can.
MOST in this forum are aware that there is an issue with the default email and assume it is being fixed soon, but are more than happy to guide you to a contact method that works. I have personally PM'd Steve to bring attention to problems before as I am sure others have.
WE are also aware they don't have time to answer every question again and again, much less on the weekend. They have lives, some of us it seems don't (I would be one of those) so we try to step in and help.
Now if a question is asked we answer it as best we can, sometimes we have the EXACT answer, sometimes it's speculation. When it's the latter, we state that, but when we know, we know, and when more than three regular members answer the same way, it's a pretty good bet that is a correct answer.

 

[keyzygirl]

I think Steve is doing a pretty amazing job,I would be wigging out if my business grew this fast!!Keep it up guys!!Your Awesome!!