Now wait a minute here. I get mis-quoted and slammed and the mods close the thread without my getting a chance to respond. Close this one next then Classy.... but.....I want this on record.
My original in black, other poster (synthros) in red, my reply in blue
Originally Posted by AttyPops
Where you spend your money is your choice. I do understand them not wanting returns after a month.
Also, your post about leaking makes little sense. Maybe the short wicks leak more or something, IDK. But the head doesn't cause leaks...assuming it fits properly. The wicks should still plug the slots and the threaded end should be screwed down snugly and the top plastic cap should still seal at the tank cap. So...????? Are the short wick parts different design than the long wick parts (other than wick length)?
Bottom line they advertised one thing and sent another,at least according to the OP. For waiting a month to notice, I'm not too upset with the vendor, is it a feel good customer service moment? No. But not unreasonable on the part of the vendor, if the OP had reported it to them timely and their response been the same, different story.
OK
I'd really hate to be an e-cig vendor. Even with 100% markup, I'd probably lose money and go out of business just due to the huge volume of returns that I could no-longer resell. And if I said "No...too late" then I get 50 posts from people with attitude claiming I have to make all their crap "right" even if they are the ones that mis-ordered and/or never checked. Drives the costs up for the rest of us.
While I have seen exactly what you describe, I didn't really feel like the OP had an attitude at all, if anything I got the impression that he would be just as likely to accept a consensus that he should have acted sooner, rather than taking an I'm the customer, I must be right approach. This is a popular vendor, good prices, tends to have the latest greatest stuff. They carry a big lineup (I'm one of their customers). They have LOTS of loyal customers, they are not going to lose tons of customers because the OP asked an opinion about his experience. Just my opinion. Quality control on a lot of the "disposable" parts is not so great. For every customer error return a vendor got "stuck" with, there are two that someone like me just pitched in the garbage because it didn't work and "was only $2, so not worth the hassle of returning."
I obviously wasn't talking about the OP having an attitude (hence the 50 posts remark...e.g. would be 50 customers in a generality). I was talking about OTHER posts in this thread that say "well... if you do _________ you don't have any C.S. ...blah, blah, blah".
Fixing my mistake would be one thing. Fixing your mistake if I have to take a loss is another. Maybe OK if it's close to a wash, just for CS. But.....
As for it being misrepresented... Just suggest he update the site to be specific if it is not. I don't have the time nor inclination to dig into that one. I'd need to see it the "old" way and see if it's misrepresented.
I'll just assume that the OP did not just "make it up"
I didn't say he did. Only I'd like to know what the heck he was saying. In other words, I'm confused as to what was misrepresented. And by whom. Seems like SmokTech pulled a fast one, not the vendor. Was the vendor's site wrong, or the produce wrong or what?????
It's this kind of customer expectation that's out of line. I thought the response was very polite. So, please be specific. What was wrong with it? If you went to court and had to make a case under laws of merchantability, what would be your claim?
Is this just strong-arming vendors using forums? Anytime someone has a whine, they post and a vendor loses 50 customers. If he doesn't make em all happy, he goes out of business. If he tries to make all the whiners happy, he goes out of business or has to charge twice as much.
If you view customers who have complaints as "whiners you have to make happy", you probably will go out of business, and rightfully so for a whole host of reasons
I certainly don't. But then again, if I was a month late... I might not even post. But no, I certainly don't view it that way, nor did I say that. That was a generic example quoted under "how hard it must be do deal with this stuff" topic/paragraph. A generality, but not an all-inclusive. It's that kind of mis-quoting and B.S. that I'm talking about. If you read it again, maybe you'll retract this mis-quote? You're just manipulating the conversation into something I didn't even say. The "whiners that post stuff" is probably about 1% of the customer complaints. And some/many are probably justified. The point is that it can raise all our costs and must be just as hard on the vendor. In this particular example though, the "whiners" comment didn't mean all complaints.
I'm not usually taking the vendor's side. They could at least offer him some in-store credit or something I guess. But that still costs them. But this whole post is.... surprising. People with nothing but attitude posting "make it 'right' or else!"...when the customer is the one that messed up.
I won't argue that people can be unreasonable, but I didn't think the OP had this sort of an attitude at all. As for correcting a problem for a customer only if the cost/benefit is zero or less. There are tons of very small vendors, all trying to sell in many cases the exect same products. Virtually all of it online and a huge percentage of them depending on places just like this to even exist let alone grow and thrive. So if approaching it that way, you would have to weigh the cost benefit of negative posts/reviews/public feedback.
Again, a generality about ALL the responses in the thread. I wasn't slamming the OP in particular...just commenting on the state of this industry in general. And the sheer # of posts like this. Right or wrong.
Now... if you think he could re-stock and re-sell those heads and should exchange them... that's different. I guess it depends on if he is willing to do that....a month later.
[I'm in the customer service business, and I can understand your frustration. I have to say though that in my experience while there will always be some one trying to pull one over on you, you can't let that interfere with making things right for your customers if you truly care about them. Most people bringing a concern forward do so honestly, to start with any other assumption imo, is a tad jaded. If your business philosophy is to do what you can for your customers to do the right thing, you are going to be a lot more successful than with a philosophy of doing the right thing only if it costs me close to or nothing.
[VENDOR NAME REMOVED] I'm sure has their faults as does any vendor, but they have about a jillion happy posts on their contest thread alone, and here one small complaint (not even a complaint just asking input on a transaction the OP wasn't thrilled about). I think they'll survive. Maybe they'll even take the hint from this, make a small concern right and make it a jillion+1 ;-)
I'm not a vendor. I don't have any frustration. Nor problems with this vendor (yet). But who knows. If he didn't get what he ordered...and I was this vendor... and I know there were problems from other orders with the product substituting different heads (a fact that came out in a later post) I would probably issue some in-store credit and split the diff towards some new heads. Again I'm just commenting on the attitude of the customers in general and amazed at some of the replies.
Just for the record....I'm not slamming the OP for asking others for their opinions. Naming the vendor was probably unnecessary if he truely wanted an opinion. However, it was polite. So was the vendor, IMO. It's the responses, maybe even my own reaction, that surprised me. Absolute "Make it 'right' every time or hit the highway, don't ever order from, I've heard that before, blah, blah, blah.". Such absoluteism.
The guy can vote with his wallet and has every right to. And will. No offense to him.
My original in black, other poster (synthros) in red, my reply in blue
Originally Posted by AttyPops
Where you spend your money is your choice. I do understand them not wanting returns after a month.
Also, your post about leaking makes little sense. Maybe the short wicks leak more or something, IDK. But the head doesn't cause leaks...assuming it fits properly. The wicks should still plug the slots and the threaded end should be screwed down snugly and the top plastic cap should still seal at the tank cap. So...????? Are the short wick parts different design than the long wick parts (other than wick length)?
Bottom line they advertised one thing and sent another,at least according to the OP. For waiting a month to notice, I'm not too upset with the vendor, is it a feel good customer service moment? No. But not unreasonable on the part of the vendor, if the OP had reported it to them timely and their response been the same, different story.
OK
I'd really hate to be an e-cig vendor. Even with 100% markup, I'd probably lose money and go out of business just due to the huge volume of returns that I could no-longer resell. And if I said "No...too late" then I get 50 posts from people with attitude claiming I have to make all their crap "right" even if they are the ones that mis-ordered and/or never checked. Drives the costs up for the rest of us.
While I have seen exactly what you describe, I didn't really feel like the OP had an attitude at all, if anything I got the impression that he would be just as likely to accept a consensus that he should have acted sooner, rather than taking an I'm the customer, I must be right approach. This is a popular vendor, good prices, tends to have the latest greatest stuff. They carry a big lineup (I'm one of their customers). They have LOTS of loyal customers, they are not going to lose tons of customers because the OP asked an opinion about his experience. Just my opinion. Quality control on a lot of the "disposable" parts is not so great. For every customer error return a vendor got "stuck" with, there are two that someone like me just pitched in the garbage because it didn't work and "was only $2, so not worth the hassle of returning."
I obviously wasn't talking about the OP having an attitude (hence the 50 posts remark...e.g. would be 50 customers in a generality). I was talking about OTHER posts in this thread that say "well... if you do _________ you don't have any C.S. ...blah, blah, blah".
Fixing my mistake would be one thing. Fixing your mistake if I have to take a loss is another. Maybe OK if it's close to a wash, just for CS. But.....
As for it being misrepresented... Just suggest he update the site to be specific if it is not. I don't have the time nor inclination to dig into that one. I'd need to see it the "old" way and see if it's misrepresented.
I'll just assume that the OP did not just "make it up"
I didn't say he did. Only I'd like to know what the heck he was saying. In other words, I'm confused as to what was misrepresented. And by whom. Seems like SmokTech pulled a fast one, not the vendor. Was the vendor's site wrong, or the produce wrong or what?????
It's this kind of customer expectation that's out of line. I thought the response was very polite. So, please be specific. What was wrong with it? If you went to court and had to make a case under laws of merchantability, what would be your claim?
Is this just strong-arming vendors using forums? Anytime someone has a whine, they post and a vendor loses 50 customers. If he doesn't make em all happy, he goes out of business. If he tries to make all the whiners happy, he goes out of business or has to charge twice as much.
If you view customers who have complaints as "whiners you have to make happy", you probably will go out of business, and rightfully so for a whole host of reasons
I certainly don't. But then again, if I was a month late... I might not even post. But no, I certainly don't view it that way, nor did I say that. That was a generic example quoted under "how hard it must be do deal with this stuff" topic/paragraph. A generality, but not an all-inclusive. It's that kind of mis-quoting and B.S. that I'm talking about. If you read it again, maybe you'll retract this mis-quote? You're just manipulating the conversation into something I didn't even say. The "whiners that post stuff" is probably about 1% of the customer complaints. And some/many are probably justified. The point is that it can raise all our costs and must be just as hard on the vendor. In this particular example though, the "whiners" comment didn't mean all complaints.
I'm not usually taking the vendor's side. They could at least offer him some in-store credit or something I guess. But that still costs them. But this whole post is.... surprising. People with nothing but attitude posting "make it 'right' or else!"...when the customer is the one that messed up.
I won't argue that people can be unreasonable, but I didn't think the OP had this sort of an attitude at all. As for correcting a problem for a customer only if the cost/benefit is zero or less. There are tons of very small vendors, all trying to sell in many cases the exect same products. Virtually all of it online and a huge percentage of them depending on places just like this to even exist let alone grow and thrive. So if approaching it that way, you would have to weigh the cost benefit of negative posts/reviews/public feedback.
Again, a generality about ALL the responses in the thread. I wasn't slamming the OP in particular...just commenting on the state of this industry in general. And the sheer # of posts like this. Right or wrong.
Now... if you think he could re-stock and re-sell those heads and should exchange them... that's different. I guess it depends on if he is willing to do that....a month later.
[I'm in the customer service business, and I can understand your frustration. I have to say though that in my experience while there will always be some one trying to pull one over on you, you can't let that interfere with making things right for your customers if you truly care about them. Most people bringing a concern forward do so honestly, to start with any other assumption imo, is a tad jaded. If your business philosophy is to do what you can for your customers to do the right thing, you are going to be a lot more successful than with a philosophy of doing the right thing only if it costs me close to or nothing.
[VENDOR NAME REMOVED] I'm sure has their faults as does any vendor, but they have about a jillion happy posts on their contest thread alone, and here one small complaint (not even a complaint just asking input on a transaction the OP wasn't thrilled about). I think they'll survive. Maybe they'll even take the hint from this, make a small concern right and make it a jillion+1 ;-)
I'm not a vendor. I don't have any frustration. Nor problems with this vendor (yet). But who knows. If he didn't get what he ordered...and I was this vendor... and I know there were problems from other orders with the product substituting different heads (a fact that came out in a later post) I would probably issue some in-store credit and split the diff towards some new heads. Again I'm just commenting on the attitude of the customers in general and amazed at some of the replies.
Just for the record....I'm not slamming the OP for asking others for their opinions. Naming the vendor was probably unnecessary if he truely wanted an opinion. However, it was polite. So was the vendor, IMO. It's the responses, maybe even my own reaction, that surprised me. Absolute "Make it 'right' every time or hit the highway, don't ever order from, I've heard that before, blah, blah, blah.". Such absoluteism.
The guy can vote with his wallet and has every right to. And will. No offense to him.
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