Ok, my Volt has arrived and I'm going to put 2 objective
reviews out here. Review 1 - order / customer service experience (below). Review 2 - The Volt (forthcoming once I spend some time with it).
After hearing so many glowing
reviews regarding the customer service and quick shipping, I thought I should share a bit about my experience, both good and bad....
I placed my order for a standard Volt kit with Menthol Ice carts and an extra battery on Wednesday of last week. Ordered with no problem, love the site, great checkout process ect.. Off to a good start.
Got my confirmation and tracking number shortly thereafter, looking good!
Thursday morning, tracking still shows electronic notification, but no receipt by USPS... Hmmm.. Well, sometimes USPS is slow... By Thursday late afternoon (pretty sure orders go out around 2 so I waited until I got too impatient..
) i posted a message here seeing how active Imagine is. She quickly posted a response AND PM'd me. Kudos for quick responses!
I was assured that though there was a small delay due to internal issues mid-late last week, they were catching up and hang tight.
Perfectly understandable, off we go.
Friday comes and goes / still no updated activity on the tracking number... Hrm... PM to Imagine again.
After some digging, got a message back that the black batteries I had ordered were actually out of stock and that Rob had also just left me a voicemail asking if I wanted to wait for them or have white ones shipped immediately.
Imagine was also kind enough to offer to throw in some "free stuff" to make up for my inconvenience. Wow, wasn't looking for handouts, but very nice! She also passed along a coupon code for 15% off my next order, between the two, that's sure making lemonade out of lemons, sounds great! Couldn't get to the phone, but PM'd Imagine that the white would be fine.
Tuesday AM, still no update to tracking... Sent another PM to Imagine and put a call into Rob about 12:30ish. Rob informed me that my Volt was being packed up as we spoke and that they would upgrade me to overnight shipping. He said he'd post the new tracking number in the ticket that I had originally opened. Very nice.
So... The reality check...
New tracking was never posted to my order or the ticket, but Imagine was able to provide via PM. Thanks again, and it did arrive today. Quick response was appreciated, but realistically, I shouldn't have had to ask again for this.
The coupon code was more impressive before the 23% off coupon (better than I was offered) was posted publicly on the forum a day or so later.
The said "free stuff" was not included in my order.
For reference, I never asked for anything other than my order, but was a bit disappointed in these offers that never materialized.
Hoping these things are just growing pains of a new company, and hope this post isn't taken out of context.
I will still be posting an objective review of the Volt itself which far seems great, and won't let one incident stop me from future orders... But the beauty of the internet, take the good information with the bad, right...?
Thank you again to Imagine for being very helpful through this process and I do appreciate the upgraded shipping once we got this all figured out...
If not for you, I'm not sure I'd place a future order with Smokeless Image...
