Ripped Off!

[pillbox38]

I dont think its a case of not caring or not being bothered, its more a case of a no win argument.
Firstly any foreign transaction fee is not charged by my company, is not received by my company and would be not there if i had the Option. The reality is i dont.

I have tried my best to build a business of real value in the USA and incorporated two of the only payment providers i can/could find to allow online transactions.

1=Paypal UK, Paypal USA as we all know is a no go. Paypal Uk only allowed because i trade as a uk company.. To all intense and purposes there exists no USA retail business.

2=Calgate int an israeli payment gateway (only implement because customers were requesting they wanted to place phone orders and not pay via paypal). Why calgate??? because noonelse would take the business.

DOA>>. we look at cases on an individual basis. Reason??

We sell thousands of multi pack items a week with few complaints.. In the Uk a lot less than the states.. Not because they are a better or worse product, but because it appears the cross cultural expectations are different.


I have been accutely aware of an ongoing feeling that the MP items were of lesser quality and i dont care.. Emphatically untrue they are the exact same product as my warrantied items.. but guess what?? We get limited returns on these.

I also think two things

1>. It is off course possible for an occassional DOA to arrive in a customers MP..If so we swap it. But not two, three or even 4 some customers complain about.

Eg ?>> one lady who create holy hell on here was saying 4 out of 5 atomizers were faulty.. I spoke to her myself via email, she would not return these for me to check or so i could refund. All i heard from her was that it was despicable i did not take her word for it and i should send her 5 more.

Second example>> A lady said her atomizers did not work, in fact these were not MP, i took the call as i was in florida at the time. It took me an hour on the phone with her, to workout she was using reg atomizers and Mega Titan carts..

Once i got her to understand the difference hey presto all atomizers worked.



It only takes one person to light the fire and you get , or TW gets a thread like this. We have thousands of satisfied customers, its a shame not everyone but that im afraid is life..

I will look at my policy on returns, but anyone on here who has been a member for any length of time and knows me, will know i will not be bullied into an incorrect decision.

 

[UntamedRose]

Love this, you actually have the nerve to blame the problem on the customers.

While I sure there are clients that have tried to pull one over, and your company has ever right to protect yourself from such. I dont see a problem with expecting them to return the DOA or broken item to you.

This is the problem with your company........

"Multi-Packs each E.Cig Battery works out at less than $10. Therefore we offer no warranty on this item. " Quote From your Multi pack

1. 10 isnt a deal, get over yourselves. Please. Average store is offering these for 10 regular price if not cheaper every day.
2. If it's DOA its is NOT as describe..it's Your companies responsibly to make sure the consumer receives what they paid for In WORKING order.
3. You state that the multipacks are the same exact product...yet your unwilling to back them?
4. As been pointed out very clearly with an exact copy of the law, it's an illegal business policy.

Personally, I'll take every story of a bad experience with a grain of salt people do over exaggerate.
However your response sealed the deal for me.
I just dont do business with companies who refuse to follow basic laws...and blame customers for their own bad practices. That simple.

 

[savagemyth]

Thanks for the heads up on this people!

I had considered becoming a new customer, but now will not!

TW, fix your problems, warn people of hidden charges and don't sell cheap gear!

I thought Tornados were actually a chinese product?


TW, you have failed. Close your US "supply house" and stop pretending to be US supplier.

 

[crand]

I'm not rushing to anyone's defense here but I can honestly empathize with both points of view. A seller who is unwilling to warranty what is in fact a 'throw-away' item and the consumer who is entitled to receive what they paid for.
I've placed at least six or eight orders with TW over the past year and I like many got burned on the bulk attys. Two multi packs of Tornado batteries on the other hand have all arrived in proper working order.
Ultimately it will be resolved by the customer. If enough people 'vote with their feet' then at some point TW will adjust it's pricing or exchange policy.

 

[pillbox38]

However your response sealed the deal for me.
I just dont do business with companies who refuse to follow basic laws...and blame customers for their own bad practices. That simple.

The deal was sealed for you long before i responded. As i pointed out earlier no answer would be correct, follow basic laws???
We most certaintly do, have my business directed by yourself?? No chance.

Will i look at my multi pack policy?? Yes i will.

In fact its best they are dropped, the single items then will all be warrantied and i will leave it down to customers to buy or not.

I didnt hear myself blaming customers in my last post. Maybe you can point out where i did this??

If you dont mind off course.

I think you are correct its time to pull the multi packs, they appear to be a waste of time, lets hope your insistence on me re aligning my products meets with not only yours but others approval.

The truth is 3 years of grief with ecigs and ecig regulation, customers and customer issues is beginning to tell. I might go back to selling a much easier item..


Or become a customer service consultancy.. Any thoughts on this??

 

[pillbox38]

Also Untamed Rose just an observation here nearly 700 posts in six weeks???

How come so many? You seem to have a lot to say?? with minor knowledge of this market or market place.

But i am sure all 700 added great value.. They did of course didnt they??

 

[UntamedRose]

Actually I wasn't set, two weeks ago made an order, though not for multipacks.....and I was well aware of the on going issues with your company.
I defended TW just last week in another thread, basically said that I'm sure they have plenty of happy customers and that the UK parent company will surely set the US branch right...apparently I was wrong.
It's not the US branch, it's the entire company.

You can do what you wish with your policies, products, and your career. I'll do what I wish with my money.
Sorry that the US market demands better customer service then the UK market and thats such an issue.

 

[Kelemvor]

i think your last 2 posts were
a very very bad idea pillBox38




* adding something useless, too

 

[Thyestean]

Also Untamed Rose just an observation here nearly 700 posts in six weeks???

How come so many? You seem to have a lot to say?? with minor knowledge of this market or market place.

But i am sure all 700 added great value.. They did of course didnt they??

Well ...

I refrained from saying anything about the other stuff but that right there is just plain childish and without any good reason. To see a vendor act in such a way is just one more reason to never give them a penny.

 

[crand]

Also Untamed Rose just an observation here nearly 700 posts in six weeks???

How come so many? You seem to have a lot to say?? with minor knowledge of this market or market place.

But i am sure all 700 added great value.. They did of course didnt they??

I've got no dog in this hunt but I think I just learned everything I need to know about this company.

 

[pillbox38]

We have all learnt, ive learnt im tired of e.cigs and im no longer prepared to be squabbling on a sunday night about the rights and wrongs of multi packs.

In fact noone on here has any idea the amount of effort that has gone into Totally Wicked. Am i prepared to keep doing it?? I dont think so...

No gripe, no poor me, or poor you just facts.

It was a good effort to run a business from another country.. But unsustainable.. Take care people im going to watch a film..

 

[GoodDog]

I think your decision to leave the US is the correct decision. Based on your last few posts you have sealed your fate here and it's apparent you are in the wrong business. It's been apparent to many of us for a long time that your skills are not suited for customer service. You picked on the wrong person when you slammed UntamedRose, my dear.

 

[pillbox38]

Thank you at last we are in agreement..

 

[justsomeguy]

I dont think its a case of not caring or not being bothered, its more a case of a no win argument.

Understandable - but a "no win" is better than a "lose" in my book, at least.
I can see your point, on the other hand it seems that a reply was in order - and I'm glad to see that you decided to voice your side of it.

Firstly any foreign transaction fee is not charged by my company, is not received by my company and would be not there if i had the Option. The reality is i dont.

Again, understandable - but it does seem that the possibility of such a fee could be made clearer to the customers. I guess I don't understand why it is not mentioned more clearly on the site - prior to checkout.

1>. It is off course possible for an occassional DOA to arrive in a customers MP..If so we swap it.

The warranty info on the site didn't seem to make that clear - and in fact is written in such a fashion that makes it sound as if DOA products aren't covered at all. Glad to hear that you will in fact exchange DOA items.

It only takes one person to light the fire and you get , or TW gets a thread like this. We have thousands of satisfied customers, its a shame not everyone but that im afraid is life..

True - and while I understand that you have thousands of satisfied customers, many of us actually look to how a company deals with problems in order to decide whether or not to do business with them. While its understandable that many complaints will not be valid - it is also impossible that they would ALL be false. How you deal with those will set the reputation of a company in the public eye.

I will look at my policy on returns, but anyone on here who has been a member for any length of time and knows me, will know i will not be bullied into an incorrect decision.

No one is trying to bully anyone.
People simply voiced their opinion - and when no further communication or information was posted by anyone at TW, then we are left to make our own assumptions. If we jump to incorrect conclusions you cannot completely blame us.

I understand that these sorts of threads and issues are a headache to deal with - but unfortunately they're (a very important) part of running a business. Communication with a client base should never be seen as a pain, an inconvenience, or a confrontation.

Customers (and potential) customers just want information. They want to know that a company takes their concern seriously... and they want to know that a company values their business.

At least now you've said your piece here - which is much better than keeping silent. Hopefully you've represented your company in the way you'd like to - and people are now free to make their own minds up given both sides of the stories presented here.

Thanks for coming back and posting your side of things.

 

[VRubin]

What movie ya gonna watch? lol..

 

[Drozd]

wow, just wow...
I saw this going one or 2 ways...
First let me point out that there is anouther company out there that has multipacks...warrantied for 24 hours of arrival against DOA only... (notice no ones griping about that policy)....one would figure that this would be the easiest...contact CS, mail the DOA back when they're recieved back they're replaced..meets all those far distance selling regulations too..the only issue would be how easy is it to get in contact with CS..

Then the possibility of getting rid of the multipacks...shrug...when $10 an atty is the high end for the cost of an atty...the value of the MP really isnt there anyway...

Never thought it would devolve into....rather than trying to provide top notch CS and have happy customers...I'll leave the e-cig business...

just wow...that says tons about how you value your customers and the quality of your business ethics..

 

[pillbox38]

Im watching war of the worlds, its just started on tv..

Honestly..

I do take everyones concerns seriously re the DOAs and MP.

My thoughts rationally are this, i give 28 days on all atomisers and batteries, drop the MPs and just sell singles but drop their price by 30%.

Gives a good priced product with warranty and allows a margin with returns for the company.

Justsomeguy thank you for your post.

 

[VRubin]

Ahh War of the Worlds.. good one

 

[pillbox38]

wow, just wow...


just wow...that says tons about how you value your customers and the quality of your business ethics..

Says just one thing to me. 16 hours a day, 7 days a week for nearly 3 years, flitting from one side of the atlantic to the other. Enough..

My staff are great people, my company is a great company, my staffs efforts to satisfy have been exemplary..

 

[VRubin]

Ok in all seriousness here, I'm going to throw in my two cents and hope I don't get jumped. TW was the first company I've ever made a purchase from. I got my Tornado kit, my husbands 510 kit, a MP of attys, some juices... maybe something else, I'm not sure. I haven't had a single problem with TW. I understand completely the people that HAVE had issues, maybe even major issues. Like I said, I'm not here to take sides. I'm sorry that their expierences were so horrible.. it shouldn't be that way.
I started posting on the TW forum a few weeks before I signed up for ECF, and all the members on that forum were just as inviting as the wonderful people here, and I still go and chat with them when I can. I think this whole thread is kinda sad that it had to go this far, and I hope things are resolved and everyone can be a big giant happy e-cig vaping family again
Other than that, I really don't know what else to say.