Problems and NO CS!

[Lacedolphin]

Its sad that I am new here and yet one of my first posts has to be bad against an ECF vendor ( I went with a EFC vendor because I thought I would at least get
customer service if something went wrong , well that wasn't correct) . I placed a very large order Monday, got the items on Friday. After opening the package, we found 2 battieries DOA and opened a ticket. After only a couple
hours usage one of the mods ( VV box mod) stopped working. We turned it on and off and examined it closely and realized it had a short! When we got the thing the door on it wouldn't even close all the way! We again opened a ticket and still no response from MV. We tried to call SEVERAL times throughout the day and they wouldn't even answer!!

It's a shame that the mods were not even checked over before shipping! I plan on spending a decent amount every month for supplies, but it WILL NOT be through Madvapes!

 

[six]

Since CS isn't reached by telephone, you shouldn't be surprised that trying to reach CS by telephone didn't work. Click this link and you might have better luck. The big red letters on the index page of madvapes site describe what you're supposed to do.

 

[Sjkader]

I see you stated you opened a ticket. Then you should have received an email stating they usually TRY to respond within 24 business hours. Madvapes has always taken care of any problem I have had if given enough time to respond.

 

[ChrispyCritter]

Give it more time (at least a day or so) and if they don't answer open a new ticket..they have great customer service but you can't expect a place like this to respond the same day. I'm sure if you come back here later or tomorrow they will post in this thread asking for the ticket number.

If you still don't hear from them try posting on there Facebook page. Out of over 7 orders I have only sent in 2 tickets and only one of them was a real issue where they missed a couple small empty bottles and when I sent in a ticket they were sent out the next day. They have been on the busy side the last month so give them a little time I'm sure they will get back to you and rectify the issue

 

[Scottinboca]

I love MV's prices, but I'm not a fan of their customer service.

 

[wolfstone5]

MV's customer service has always been exemplary. I've place over 50 orders and on the rare occasion that there was a problem, MV went above and beyond to correct it even at their own expense. You should give them more time. Considering it's the weekend, they may not see your ticket until Monday. Either way, they will take care of you.

 

[karmakatie]

I have to say, that you open tickets and be patient.. I had an issue with a couple of items I had ordered during the Christmas rush, I did the ticket system and the next day I recieved a shipping notice that they were resending the items with a paid return and I didn't have to ask for that!! I did nothing more than fill out a ticket with the appropriate info and the problem. I salute there customer service!


Edited to add: With all the "New years Resolutions" to stop smoking, I imagine they are slammed with orders...

 

[Lacedolphin]

Well, at this point I can't do anything else but wait. It's just very frustrating!

 

[Andyhrn]

Edited to add: With all the "New years Resolutions" to stop smoking, I imagine they are slammed with orders...

I've been waiting for an order shipping confirmation for 2 days already. Never has happend before.
May be you are right.

 

[ChrispyCritter]

I've been waiting for an order shipping confirmation for 2 days already. Never has happend before.
May be you are right.

Looking at there counter it looks like they are catching up..maybe they took a day off after being really busy the last month+ The other day they had 1,000+ orders processing and must have did almost 700 of them in an afternoon.

 

[Jason_in_nc]

Don't forget to check your spam folders too. When I first had to open a ticket with them, their response was flagged as spam so I thought they hadn't replied. So make sure you check your spam folders!

 

[Andyhrn]

Looking at there counter it looks like they are catching up..maybe they took a day off after being really busy the last month+ The other day they had 1,000+ orders processing and must have did almost 700 of them in an afternoon.

This is my 3-d purchase with them in 2 weeks. Guess they spoiled me with the same/next day shipping. LOL

 

[daisyd]

Madvapes is one of two vendors here who has earned my ultimate and unwavering respect. They will do what needs to be done to take care of a problem every time. On the rare occasion that I have needed to open a ticket, they took care of me. It must be hard to deal with people who are having problems with their chosen nicotine delivery system. A little patience and some common courtesy from you and they will have you fixed up in no time. (I'm not saying that OP is being disrespectful in ANY way, just a general observation of what seems to go on when people have problems.)

 

[hawkizefan]

I've been waiting for an order shipping confirmation for 2 days already. Never has happend before.
May be you are right.

My last order hit the mailbox before it even showed as leaving NC. Think that was more of a usps thing rather than a Madvapes thing. My order did take a day longer than normal to arrive however.

 

[arkador]

You need to give them at least a full business day to respond to your ticket. They will respond, and they will do whatever it takes to make it right. Madvapes is one of the best I have seen in customer service, but you cannot expect them to fix it instantly.

 

[St. Nick]

First off, I think that everybody who's ever dealt with buy by mail has experienced SOME problems, so we can all sympathize with your situation. But, I'm sure you've heard of the old saying, "You can catch more flies with honey than vinegar" Slamming them may make you feel better, but do you honestly think for one minute that somebody's .... isn't going to be in trouble for allowing two problems to slip through on the same order? I don't count the batteries, because they'd have no way of knowing about that since that's a Chinese Mfg. problem, not MadVapes. For them to check every battery that leaves would be cost prohibitive, and not possible (IMHO). The Box Mod, you're right. BUT, MadVapes didn't become about the best vaping customer service/customer friendly company because they don't care, cause something like this happens once in a blue moon, not every day---as you sound like you're implying, and attacking them in this way isn't justified. This happened on a Friday late in the day and a lot of places' CS units go home for the night and weekend. I understand that this happened to YOU and not me, but if you would have approached this a little differently, maybe the guy still there past closing time might have gone the extra mile and worked something out for you like other people who have posted that the same thing was done for them!! Don't believe me, look it up for yourself!! I probably would have had the attitude "well, we lost them as a customer, they ripped my company and hurt my business' reputation to a lot of people reading ECF, screw 'em, they can wait til Monday". That's not the way they operate, Lacedolphin, just read other posts, and read the Reviews of Vendors section in ECF. Or go to other Vendors' sites, and read their horror stories. Yeah, they may have a few problems, every company does, but it sure ain't as many as the other guys do. It's Monday, and I'm sure as I'm writing this, someone is fixing your problem to your satisfaction, as they usually do.......only better than just about everybody else. Give them another try, it'll be worth it to you.

 

[Lacedolphin]

May I have my head back now?

At no time was I rude or slamming anyone like that. Saying I was unsatisfied is NOT the same as cutting or cussing anyone out! Also saying I was upset with their quality. of items received is NOT slamming a company!

In glad you have had such success with them, but saying I have not, doesn't require you to be so nasty! I wouldn't disrespect anyone on a forum like that.

 

[Redneck Disciple]

Hey St Nick
I am laces Hubby and it was my stuff that was not right check out this post i am not the ONLY 1 with this problem. Wat about the 12 hours i waited today for reply and closeing the ticket assumeing it was resolved without a responce from me..i am not going any futher just read this post all 5 pages

Have a great vape.. wish i was!!!

http://www.e-cigarette-forum.com/forum/madvapes/253213-vv-box-mod-voltage-indicator.html

 

[arkador]

looks to me like they may have had a couple come out with a defect. I don't doubt that Madvapes will make it right with anyone that purchased one with the problem.

About the time that I bought my roughstack, they had a handfull of people that had a similar problem (Myself included) and Madvapes resolved this is a satisfactory manner for everyone ther posted on these forums (assuming they opened a ticket and gave them time to respond)

They shipped me a new switch for my unit, and I even placed another order and paid for the shipping, so they could just toss the replacement in there (they have treated me soo well, I hated to see them eat the shipping cost, when I could use another order anyways)

I do see this as you jumped out as griping by starting your thread with "I hate that one of my first posts on ECF is to complain about a vendor". It doesn't appear as you gave them 2 business days to reply to your ticket. I can only assume that MV has replied and offered to do whatever they can to make it right, as that is the way they do business (the day I doubt that is the day they stop getting 100% of my orders)

Rome wasn't built in a day, and your mod won't be fixed in a day. Be assured, that MV has a reputation that they WILL stand behind it and WILL do whatever they can to make it right. they are the best around when it comes to customer service.