Service after the sale...

[Walrus]

Ok... this is a biggie for me. It doesn't matter how fast a supplier gets things to your door if the damn thing craps out and you can't get your warranty service.

In the past two weeks, I've had items from four different suppliers crap out on me in days. A usb pass-through from Steve @ Puresmoker, batteries from Ben @ VaporNine, 901 atomizers from Jason @ Totally Wicked, and two e-cigar atomizers from Parked @ Dietsmokes. The latter took a battery down with it, and melted down a cart in the process.

It's too early to post results on all of these.

Ben was on top of it, and the replacement batteries came 2 days after I told him about the problem.

Jason had replacement atomizers shipped out to me the following Monday (It was a Saturday), but they are out in postal/customs hell... not his fault.

Puresmoker... Puresmoker. On the 24th, it was going into the mail in a day or two. I'm starting to worry.

Now, the situation with Parked. It's not really one yet. I sent one email last night about the first atomizer, and another today when the spare detonated. I have had no response to either email yet. Monday is a workday, no? I'll give it until tomorrow for at least a response.

I will be updating on the status of these warranty issues. This, to me, is more important than initial sales.

 

[keg]

I'm not going to start a dog pile but the dietsmokes guy never responded to me at all and that was a week ago. Parked may be a fitting name. I sent an email and then a PM on here and not a response to neither. Glad I didn't place an order, I just had a question. A simple yes or no would have been great. No worries, plenty of suppliers in the sea.

 

[CandyGirl]

the saddest part imo, is many customers have to post their complaints publicly to get any response at all. it's a compromising position to be put in to say the least.
shut-up and pray? or complain and hope your supplier doesn't hold a grudge?

it's no way to run a business and certainly no way to treat customers.
communication shouldn't end after the cash drawer slams shut.

 

[keg]

I forgot to mention that there are some superb customer service people I have bought from and like Walrus one was Ben@vapornine (the best for my money) and I also purchased a mini from smokesafe and no problems at all. Ben however has gone above and beyond for me and I hope he gets so effin rich of this he buys an island because he deserves it. Too many stories to get into but I assure you he is TOP notch.
A Screwdriver from Trog is on its way and he has been a pleasure so far as well.
I wanted to say this so its understood that
A. There are good peeps in this.
B. I'm not here to just ..... and moan.

 

[kylewinther]

Isn't there a phone number you can call to get a direct response from customer service?

 

[B&BsMom]

the saddest part imo, is many customers have to post their complaints publicly to get any response at all. it's a compromising position to be put in to say the least.
shut-up and pray? or complain and hope your supplier doesn't hold a grudge?

it's no way to run a business and certainly no way to treat customers.
communication shouldn't end after the cash drawer slams shut.

That is definitely the opinion I'm drawing too. I hate the idea that I have to publicly name the company and problem before it gets fixed, but when you email, pm, and call and still get no response?? I think it is a ludicrous business model, why not just take care of your customers in the first place? I'd be much happier singing the praises and making recommendations as opposed to publicly airing my complaints!!!!

Good luck Walrus, keep us up to date!!!!

 

[Walrus]

Isn't there a phone number you can call to get a direct response from customer service?

Not for everyone. Dietsmokes doesn't have their (his?) number on the web page, but I have it from a business card he included with my order. I'm not calling it just yet, I'll give him time to respond to email first. Puresmoker's card doesn't have a phone number, just the web site. The others have given their phone numbers, but responded quickly enough by email.

 

[Walrus]

That is definitely the opinion I'm drawing too. I hate the idea that I have to publicly name the company and problem before it gets fixed, but when you email, pm, and call and still get no response?? I think it is a ludicrous business model, why not just take care of your customers in the first place? I'd be much happier singing the praises and making recommendations as opposed to publicly airing my complaints!!!!

Good luck Walrus, keep us up to date!!!!

I just got a response from Parked, and he's sending out a replacement with a return envelope. Pretty good response, one business day.

I'd rather sing praises as well... but I'm not shy about taking things public when needed. And I do give credit when deserved.

 

[chokmah]

Not sure if I can really add much but I have ordered twice from puresmoker and had no real issues. They sent a replacement USB passthrough right at their move and said I could wait to send the replacement after they had gotten settled. (I thought that was nice them trusting a customer) I do understand why the battery that got stuck in the charger wasnt replaced due to it being a month old but I did get a reply within a few days of sending the e-mail.

I also would much prefer to sing praises rather than complain about something. I do this in RL like at doctor offices and such I am always telling people they are doing a great job (when its applicable) Grocery stores, resturants, pharmacies, pretty much wherever I go. I thrive on positive vibes and it makes me feel better making someone smile.

 

[latte hiatus]

Whenever possible, I keep at least one back-up, if not several, of important components (atomizers, batteries, cartridges, chargers, etc.) to keep the PVs running in case there are issues with the vendor being incommunicado or in the event of inventory shortages. This way, if the vendor does not respond immediately, I have a safety net.

That said, I have not required post-sales service except one time on a 901 battery from Katy at TheSmokeLessShop, and she took care of the replacement immediately.

Nice thinking, Walrus - we can all benefit if people post in this thread about their own service experiences.

 

[DrRockter]

I had some smoke juice from Johnson Creek get misdirected, and they promised to send another bottle overnight. Turns out that the misdirected shipment found it's way here and the replacement will be here tomorrow. They told me to keep the second bottle as compensation for the mix up. They were real attentive and helpful. I will definitely use them again.

 

[ed_bollix]

I have been doing this a while and the only issue I ever had with anyone... and this has been my dirty little secret, was David Yang shorted me an atomizer on an order. After sending a couple of emails to me... Eventually promised delivery delivery from somewhere in the US and I have never received the atomizer. There was a pen and some other stuff in the order that frankly sucked so I gave up on pens and David eventually. I suppose I should have spoken up but I tend not to complain. Walrus, please go back to your previous avatar... The neon you is so upsetting!

 

[snf]

best supplier i worked with is trog hands down =]

answers all my emails, sent replacement, fixed broken parts and even give me good deals!

 

[Valiegirl]

I was very upset that I wasn't getting an answer to my email to Vapor4life, so called them tonight and spoke with Chris.

He said they have received some defective batteries and will be replacing mine first thing tomorrow, and will test them all before shipping! I will return the defective ones to him also.

He also said they have been swamped sorting and putting away another huge shipment and getting orders shipped.

If you need him too, call on the number he posted in the Vapor4Life supplier forum here a while ago because they have been too busy to get on here or email.

 

[JustJulie]

Another two thumbs up for Trog. The guy is almost freakish at how quickly he gets back to you. 8-o And, of course, the Screwdriver is awesome.

 

[Walrus]

Joanna at Puresmoker replied within 45 minutes of my inquiry this evening. She let me know the replacement was shipped on Friday. I appreciate the prompt reply, and while the item shipped a couple of days later than the promised time frame, I'm happy with the service.

That said, I really don't need the device anymore since I got tired of waiting (had to wait for them to finish the move before I could even let them know I had a problem) and bought a different type of e-cig. It'll go into my drawer of 'maybe I'll need this someday' stuff.

 

[ritalee76]

Piping in on this thread...

Had an issue with a battery from TW - they were on top if it immediately. Same goes with a passthrough from Pure Smoker - turns out it was me but they were willing to send another one if I wanted.

I've done LOTS of business with Totally Wicked. Although not always perfect, their service has been great. Once I had an order shipped twice. Once they sent the wrong part. Other than that, awesome!

TheElectronicCigarette.co.uk .. Ordered my beloved Titan from them. Arrived safely in the US in about ten days. The battery is weird. Doesn't work right. Or maybe its the charger case doohickey I got with it. I've sent SEVERAL emails with no answer. I didn't realize I was having issues with my first battery until I spent another $150.00 with them on spare batteries and atomizers and juice for the titan. (I love that thing)...

Still no reply... At least I have spares on the way but I wish they would at least acknowledge the screwy battery and say they were throwing an extra in with the other loot I've got coming this way...

On a positive note, DietSmokes has fast shipping and Jason at electronicstix.com is AWESOME!

 

[Tone]

walrus what device are you using now?

 

[Walrus]

walrus what device are you using now?

Well... I was using a RN4062 e-cigar until it went all 'nuclear meltdown' on me today. I'm back to using my mini-pipe until I get that sorted out or until my Screwdriver arrives...whichever comes first.

 

[Vapor]

Totally Wicked has been my top supplier for costumer service and products so far. Emails tracking number, confirmation of order, etc

Puresmoker has been really good to me also but too many inventory problems (out of stock) But overall i would say really close to TW.

intellicig costumer service is so so

Epuffer-Will never buy from them again.