PureSmoker Issues on our Sub-forum

[Daniel@P.S.]

Hello Fellow Vapers,

We are seeing a increasing amount of complaints and issues being addressed on this forum. Last Week we hired a new Customer Service Representative (Ms. Casey) to handle all issues via email: Info@puresmoker.com

***Issues Are no longer being handled via this sub-forum***
You can still PM Joanna and I for any assistance that hasn't been responded to within 2 days of email ticket delivery. This shouldn't be a problem because we have a dedicated person for the job.

We do apologize for any delays in previous responses via email, but we are practically caught up now so responses will be much quicker from now on.

I will be keeping up with the threads from now on and will also delete any threads regarding flaming and customer orders. The Sub-Forum is great for Newbie's to learn about our Products and for all the fun reviews, but it is not for a company email system.

We truly appreciate those who have stuck with us during the growing pains and we are striving everyday to make our Customers happy.

Once again our email address is info@puresmoker.com which will handle all your needs and concerns.

Thanks again for choosing PureSmoker.com as your E-cig Supplier!
-Daniel

 

[Merus]

Daniel,

One of the reasons I chose to do business with PureSmoker was that I frequently saw the owner answering posts and solving problems via the forum, as well as email, generally keeping his customers informed, and sharing some tidbits about his personal life. All of which is good PR.

Now that business has grown so much in such a short time, I totally understand your desire to move to a more manageable process for handling "issues", but you might consider that your customers and potential customers lose visibility of the quality of your customer service.

You may also wish to rethink your practice of deleting posts, for whatever reason. Based on posts in other forums, the reputation of PureSmoker is taking a hit, and I tend to agree. Deleting posts to increase your efficiency may have undesirable effects. It doesn't look good from my perspective as a customer.

This post is not intended as a flame, but as comments of a concerned customer.


Regards,

Merus

 

[Daniel@P.S.]

Hello Merus,

We are not leaving the forum and all of us will still be posting on here daily so don't worry.
We are trying to get all our ducks in a row, so we can have emails and responses dealt with in one place, and not in many many different places.

We have a dedicated ticket system now that helps us know when all your responses are delivered and keeps track of everything said between both parties. This should eliminated the delays and the many different people that can handle one problem between the forums, emails and pm's.

We are still here to help out with problems with products, liquids, and anything else that has potential to help others. That is what forums are all about anyways. Their are places in this massive forum that you can state your opinion regarding our business practices, and any bad dealings you have had with us. ie: http://www.e-cigarette-forum.com/forum/electronic-cigarette-reviews/1943-puresmoker-com-17.html

We do appreciate all those that have stuck up for us during this hectic time of moving, reorganizing shipping methods, and setting up New Customer Service system.
We do Promise that we will have everything in place very soon to keep all our customers happy!

Thanks again,
Daniel

 

[Obi Wan]

Daniel,

One of the reasons I chose to do business with PureSmoker was that I frequently saw the owner answering posts and solving problems via the forum, as well as email, generally keeping his customers informed, and sharing some tidbits about his personal life. All of which is good PR.

Now that business has grown so much in such a short time, I totally understand your desire to move to a more manageable process for handling "issues", but you might consider that your customers and potential customers lose visibility of the quality of your customer service.

You may also wish to rethink your practice of deleting posts, for whatever reason. Based on posts in other forums, the reputation of PureSmoker is taking a hit, and I tend to agree. Deleting posts to increase your efficiency may have undesirable effects. It doesn't look good from my perspective as a customer.

This post is not intended as a flame, but as comments of a concerned customer.


Regards,

Merus

I agree its good to see some responses on here but they have grown to fast and i think with all these pages its to complicated to find every complaint.
plus finding them in order as they happen would be tough and then they would get even more complaints.
with emails its a better system to read them in order as questions or complaints happen.
these threads are growing way to fast to make it a part of a customer service.
but i agree its good to see them post on here about a common issue or new information.
like the bada bing overheating problem would be a good one to respond to on here because i think theres alot of people with problems or like me waiting to find out if it was just a bad batch of atomizers before i even try one.
ok,,done rambling,, got my fix of these threads,, back to trying to fix a stupid clogged shower drain..

 

[Obi Wan]

ok,,way off subject but if anyone gets a shower drain clogged it may help.
last night we tried baking soda and vinegar,, drano,,,hot water and coat hanger idea,,, nothing worked.
this morning got a plumbers snake and it worked..!!
pushed it in until it hit something,, tightened the side screw,,turned the wheel and it pulled in further..repeat a few times..
took it out and there was a ton of hair wrapped around it..
i mean alot,, like 4 inches and about an inch round of hair..8-o
sorry about being so far off subject but it could help someone,,lol

 

[eddie614]

Hi
Am new to the E-Cigg sene (about a week) Just a word of encouragement to the Pure Smoker team. I agree with the new customer service method of handling issues and Casey Handled mine over an error with my Pilot Charger that was my fault ordering the wrong one very quickly and got me out the right one ASAP. THANKS AND KEEP UP THE GOOD WORK.
ED

 

[green-lantern]

Thank God! I was really tired of it. I know some had reason to gripe but it was getting out of control.

 

[green-lantern]

ok,,way off subject but if anyone gets a shower drain clogged it may help.
last night we tried baking soda and vinegar,, drano,,,hot water and coat hanger idea,,, nothing worked.
this morning got a plumbers snake and it worked..!!
pushed it in until it hit something,, tightened the side screw,,turned the wheel and it pulled in further..repeat a few times..
took it out and there was a ton of hair wrapped around it..
i mean alot,, like 4 inches and about an inch round of hair..8-o
sorry about being so far off subject but it could help someone,,lol

LOL I don't think I have ever seen a more off topic post in my life.

 

[milo]

I got my new penstyle in a few days ago. By the way shipping was very fast. It worked great but am having a problem with it that I am not sure what is causing it. I'm new to e-cigs so bear with me. My original was a smokingeverywhere cig and it worked ok considering. I got the penstyle from you and was immediately impressed. I have been refilling the cartridges with a chocolate (don't remember who I bought it from) that I was using to refill my old e-cig.

I dripped 2 drops on the atomizer and about 4 drops into the filter until it appeared full. I started noticing an odor on the pen and even from the mist. It smelled like something was burning. I also am getting a bad taste coming from it. It is also making me cough really bad if I am not careful when inhaling. Sort of like a non cigar smoker enhaling a cigar puff and it hurts my lungs. I remembered that I ordered another atomizer with the pen so I switched to it. I used the liquid the same way and noticed that it was a little easier to puff, tasted right and did not make me cough or my lungs hurt. After approximately 30 minutes to an hour it began doing the same thing as the previous one.

I am only on my second recharge of the battery to let you know how much use it has had. What could be causing this and how do I correct it? The best way to describe it is like it taste as if I am smoking a burning filter instead of the e-liquid. At this point I have a sore throat and lungs are hurting. I had neither of these when I initially started using it or when I use the same e-liquid in the smokingeverywhere cigs.

 

[testerjtester]

I will be keeping up with the threads from now on and will also delete any threads regarding flaming and customer orders. The Sub-Forum is great for Newbie's to learn about our Products and for all the fun Reviews, but it is not for a company email system.

I've worked customer/tech support in the past, and absolutely understand the need to have a single, trackable, reliable communication system to handle issues. I also understand that forums need to be moderated and posts deleted occassionally, particularly those that consist only of flaming attacks.

However, I'd be cautious about what posts/threads get deleted from this subforum, especially if it's only a customer trying to find help that they haven't received elsewhere, or someone that isn't aware of the proper channels to address issues.

I know it would consume a little extra effort up front, but if you respond to customer issues posts by repeating the approved/desired way to get help (even with a canned response) instead of deleting them, eventually the majority of people will figure it out, and it will serve you much better in the long run.

I know that if I was having trouble getting help and posted in a forum that had the supplier's name on it, then had my post deleted, I'd be confused, then angry, and I'd probably decide to refrain from doing business with the supplier anymore.

I understand your growing pains, and see you trying to get things under control, which ultimately really is the best way to serve your customers. But I'd hate to see you alienate any more than absolutely necessary...

Tim

 

[CandyGirl]

ok,,way off subject but if anyone gets a shower drain clogged it may help.
last night we tried baking soda and vinegar,, drano,,,hot water and coat hanger idea,,, nothing worked.
this morning got a plumbers snake and it worked..!!
pushed it in until it hit something,, tightened the side screw,,turned the wheel and it pulled in further..repeat a few times..
took it out and there was a ton of hair wrapped around it..
i mean alot,, like 4 inches and about an inch round of hair..8-o
sorry about being so far off subject but it could help someone,,lol

thank you for the nice tip Obi Wan,

i'd also like to add that folks should remember to always wear their glasses when using a pipe snake.

not only is it a good safety precaution but when it comes to clearing a toilet drain, i can't see sh*t without my glasses.

8-o

 

[JonHarm]

I got my new penstyle in a few days ago. By the way shipping was very fast. It worked great but am having a problem with it that I am not sure what is causing it. I'm new to e-cigs so bear with me. My original was a smokingeverywhere cig and it worked ok considering. I got the penstyle from you and was immediately impressed. I have been refilling the cartridges with a chocolate (don't remember who I bought it from) that I was using to refill my old e-cig.

I dripped 2 drops on the atomizer and about 4 drops into the filter until it appeared full. I started noticing an odor on the pen and even from the mist. It smelled like something was burning. I also am getting a bad taste coming from it. It is also making me cough really bad if I am not careful when inhaling. Sort of like a non cigar smoker enhaling a cigar puff and it hurts my lungs. I remembered that I ordered another atomizer with the pen so I switched to it. I used the liquid the same way and noticed that it was a little easier to puff, tasted right and did not make me cough or my lungs hurt. After approximately 30 minutes to an hour it began doing the same thing as the previous one.

I am only on my second recharge of the battery to let you know how much use it has had. What could be causing this and how do I correct it? The best way to describe it is like it taste as if I am smoking a burning filter instead of the e-liquid. At this point I have a sore throat and lungs are hurting. I had neither of these when I initially started using it or when I use the same e-liquid in the smokingeverywhere cigs.

It's not clear from your post, but did you clear out the priming fluid first?

 

[irishmom]

Hi,
Just want thank Puresmoker for the professinal and good service. I was pleased with my order everything arrived well packaged and everything was in working order. Although I will be happy when more stock is available. I know I was a little anxious to get started. Looking forward to doing business again.

 

[ChainSmkr]

I will be keeping up with the threads from now on and will also delete any threads regarding flaming and customer orders. The Sub-Forum is great for Newbie's to learn about our Products and for all the fun Reviews, but it is not for a company email system.
-Daniel

Yes! I think those posts should be deleted. There's a big difference between posting a review of one's experience with a company and trying to conduct business via a forum. I've seen several posts with specific order numbers and inquiries about their personal orders and, frankly, I'm tired of sifting through them. I hope all other suppliers follow suit.

 

[butterbean03]

Hate to say it but Eastmall's package from China will get here before PS's. Ordered on same day. Eastmall's is en route to me from customs now. It shows that PS has only notified shipper of package and not actually shipped. I am sure you guys are busy, but I wanted to try PS because I have heard good things. I am in Texas. Can someone look into this. Thanks!

 

[jova3]

Yes! I think those posts should be deleted. There's a big difference between posting a review of one's experience with a company and trying to conduct business via a forum. I've seen several posts with specific order numbers and inquiries about their personal orders and, frankly, I'm tired of sifting through them. I hope all other suppliers follow suit.

Deleting business related posts that are clogging the forum I could understand. There's an e-mail address for addressing issues concerning your particular order.

As far as deleting posts that are flaming puresmoker, I do not agree with deleting those. If someone had a bad experience with the company or a product, I would like to hear about it even if it's completely biased and a one and a million chance.

Personally everything I've ordered from PS has been good and their customer service has been good. I always get a prompt response when I e-mail with question.

 

[riddle80]

As far as deleting posts that are flaming puresmoker, I do not agree with deleting those. If someone had a bad experience with the company or a product, I would like to hear about it even if it's completely biased and a one and a million chance.

Posting a bad experience is one thing, flaming is another.

http://en.wikipedia.org/wiki/Flaming_(Internet)