Smoktek.com - Poor service

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Blood_of_Adonis

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I ordered my first e-power kit from smoktek.com. I got the 14650 and my e-power was one from the batch of bad white switches.

To start with: I know it's not the fault of smoktek.com, or Rob (CigarMan, i believe) or his helper Maria, that my e-power came with a bum switch. But my first tip-off should have been the time it took for my kit to arrive in the first place. We do live on opposite sides of the US (ST in Florida, Me in Cali), but the shipping did take a lot longer than I was expecting.

Slow to respond in email: I emailed him on 1/21/2012 to let him know I got one of the defective switches. It took him two days to reply:
[FONT=&]Sorry you're having trouble with this switch. Have you tried removing the battery tube and putting it on again? Sometimes this helps by resetting the switch. This unit has a known issue, everyone that sells these are dealing with the same thing right now and nobody can do a thing about it until the Chinese get back from their long holiday. I have been promised new switches as soon as they are ready (supposedly being made now). I'll be happy to offer you a new switch at no cost when they arrive, that is all I can do. [/FONT]

Satisfied, I began my wait. Feb. 13 he told me he "just" got the new switches in "last week" and would be sending them out. "[FONT=&] I'll be glad to ship one out today, 1st class, no charge" were his exact words.
[/FONT]

As you can see, it's currently march 8, and I still have not received my replacement switch. I emailed him two days ago and nothing. I've worked in costumer service for about 8 years, and THIS is not how I would EVER treat a costumer.

Please, also, be advised that smoktek.com is in no way affiliated with SmokeTech, the chinese manufacturer that makes the e-power.

(also, I bought a good replacement switch from hoosierecigsupply.com. it wasn't a great deal- pretty standard price, IMO- but it shipped fast.)

Blood_of_Adonis
 

Cigarman

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smoktek.com
Hmmm, I'm confused here. Your E-Power order on Feb 7th shipped same day and was delivered across the U.S. to arrive at your door at 9:30am Feb 9th. We always ship same day/next day without fail. We also have a ticket system in place for handling support issues. Had you responded to your existing ticket instead of emailing the general mailbox, it would not have gotten overlooked. I wouldn't call it poor customer service, maybe just a miscommunication. If you care to respond to your ticket #434, I'll be happy to assist.
 

Blood_of_Adonis

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I'm confused here, too. The issue isn't my e-power purchase. I received the kit. What does feb 7th have anything to do with anything? I received no tracking information and received no package on feb 9th, either in my mail box or my front door. I think you have me confused for someone else.

My issue is with your offer to replace the dead white switch, free of cost, and then on feb. 13th to say you were sending it out, and here i am almost a month later with nothing from you, no replies to my email (Which was to Sales, not General) and i have you telling me it's my fault for emailing the wrong dept. etc... How is it not poor costumer service that either you or your employees "overlook" emails. Especially ones that have had regular correspondence over the course of two months?

Moreover, when I go to your site and try to get on livechat, no one is ever available, and it directs me to EMAIL you. So again, how is this "just a miscommunication"? There's no other place on your site (that I can tell) where I can go for service other than "Contact Us" and "Live Chat". If there is another location, please link me.

It's also rather infuriating that you responded to this in JUST A MATTER OF TWO HOURS when I had something bad to say about you to the public, but an email to your sales dept, something that should be a cornerstone of your business, goes "overlooked" and unresponded to for days and days.

If you really care to resolve this, PM and I'll give you my pertinent info for you to correct this.
 
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