so..the rumors are true ...

[mick37]

i read on this forum that Ben customer service will end when you have a problem with his products ... looks like it's true ...

I'm still waiting for a solution from you ,regarding the 50 Turbos I've bought that DO NOT work.They smell and taste burned after half hour of use - not only that, but they get so hot if you touch them you get burned lips ....that's for the new models with the white stripe. the old ones, all black are really good.

I did recommended your Turbos to everybody ... now I'm sorry I did ...

Michael

 

[syntaxevasion]

I try to get back within 24 hours so just bear with me here. I'll try to take care of you before anything else today but just because you don't hear back immediately after sending an email doesn't mean we forgot about you.

 

[mick37]

Geez man, that was 3 days ago and you replied nobody has problems with your cartos (even if the posts on this forum says different ...) and then never hear back ......
I expect a little more considering the money I've spend .... a little more CS ...considering you have time for forums but not enough time to reply to problems ...

 

[syntaxevasion]

Ok, edit it was on June 1st (not 3 days ago, hardly 2) now that I check, but still...

Realize I manage the best I can and will resolve your issue but we're small company and I am limited as to my time a little more than somebody with most 9-5s..no excuse for the delay in getting back.

Yes, we had issues with some emails over the past couple weeks, but I can't think of one single case where we haven't worked to resolve the issue or touched base through the PM system.

I understand you're frustrated but what you're saying just isn't true. I can understand being upset about not receiving a reply in 36 hours or whatever it has been but frankly, you've seriously misjudged our commitment to our customers.

Ben

 

[nicv827]

maybe my 2 cents doesn't matter here.... but this caught my eye.

I manage projects for a small company (end up scheduling service calls, customer service requests, issue resolution) and we don't always get to our customers within 48hours.... but I do get to them! Not picking sides here, but I understand the frustration you must feel mick37 by not getting a response sooner - I would feel the same way. But try to see it from Ben's POV - you are not his only customer!

Didn't mean to offend anyone with that post, so don't bite my head off!

 

[syntaxevasion]

Thanks for chiming in.. I don't mean to make excuses because I don't like it when other people do..and as a customer of other places I expect a high level of service when I walk into a store or order something online as well.. So yeah I understand how he could be frustrated not hearing back for 36 hours or so..

As far as his situation, I think we've almost got him all fixed up..First time I've had an issue like this with an international customer..makes it a little more interesting but nothing we can't get squared away promptly in any case...

 

[syntaxevasion]

i read on this forum that Ben customer service will end when you have a problem with his products ... looks like it's true ...

I'm still waiting for a solution from you ,regarding the 50 Turbos I've bought that DO NOT work.They smell and taste burned after half hour of use - not only that, but they get so hot if you touch them you get burned lips ....that's for the new models with the white stripe. the old ones, all black are really good.

I did recommended your Turbos to everybody ... now I'm sorry I did ...

Michael

We figured out the problem.. Customer is using them at 6+ volts.. They are NOT designed for this. They are ONLY designed for 3.7 volts and optimized for great vapor at this voltage. I have used them with good results at high voltage, but you must exercise caution or you will ruin your cartomizers before you know what hit you.

If you DO want to use them at higher voltage, do so with caution..and do not ever hold the button down for longer than half a second at a time- rather, cycle the switch on and off so that it doesn't overheat.. It is a nichrome wire inside..when subjected to high voltage it is going to get hotter than it was designed to handle.

In this case, at least 25 cartomizers were ruined quickly... Just be careful with high voltage, folks...

 

[NanC]

That makes more sense.
I also bought 50 turbos and all mine, so far, have been perfect...at 3.7 volts.

 

[mick37]

We figured out the problem.. Customer is using them at 6+ volts.. They are NOT designed for this.

ABSOLUTELY NO TRUE !!!!

first I've told you I use them at 5v and 6V NOT 6+. I also use your first models IN SAME way for more than 3 weeks and all work fine, I had not even one with problems.So, vapping voltage is not an issue here

[FONT="]Since my last post I have used 2 new cartons on a KR808 which is 3.7V and on eGO which is 3.1V and same problem – so vapping voltage is not the issue here[/FONT][/COLOR]
[COLOR=#1F497D][FONT="]Also at the office I use USB pass through which is not really a 5V and same issue[/FONT]
[FONT="]I have also opened a cartomiser and dissected it and what I found is this : the foam inside was wet at the outer part but the inner part near the wire was very dry, also the white material around the wire was burned in 2 places – which , in fact proved my suspicions that the cart is too stuffed and the liquid doesn’t circulate properly[/FONT][/COLOR]
I really believe you are well aware of the problem and you are just trying to get around it

You also admitted in an email that is common to have 1 or 2 cartos faulty in a pack of five - that's around 40% faulty !!!! which is insane and only proves my point.
And even if you are right - YOU SHOULD HAVE INSTRUCTIONS ON THE CARTOS THAT WILL SAY, NOT TO BE USED ON OVER 3.7V - nothing on your website or on the product says you can't do that....
[COLOR=#1F497D][FONT="][/FONT]

 

[NanC]

Foam?
There's no foam in mine...?

 

[crashtestjeep]

HI BEN!!!!

 

[syntaxevasion]

ABSOLUTELY NO TRUE !!!!

first I've told you I use them at 5v and 6V NOT 6+. I also use your first models IN SAME way for more than 3 weeks and all work fine, I had not even one with problems.So, vapping voltage is not an issue here

[FONT="]Since my last post I have used 2 new cartons on a KR808 which is 3.7V and on eGO which is 3.1V and same problem – so vapping voltage is not the issue here[/FONT][/COLOR]
[COLOR=#1F497D][FONT="]Also at the office I use USB pass through which is not really a 5V and same issue[/FONT]
[FONT="]I have also opened a cartomiser and dissected it and what I found is this : the foam inside was wet at the outer part but the inner part near the wire was very dry, also the white material around the wire was burned in 2 places – which , in fact proved my suspicions that the cart is too stuffed and the liquid doesn’t circulate properly[/FONT][/COLOR]
I really believe you are well aware of the problem and you are just trying to get around it

You also admitted in an email that is common to have 1 or 2 cartos faulty in a pack of five - that's around 40% faulty !!!! which is insane and only proves my point.
And even if you are right - YOU SHOULD HAVE INSTRUCTIONS ON THE CARTOS THAT WILL SAY, NOT TO BE USED ON OVER 3.7V - nothing on your website or on the product says you can't do that....
[COLOR=#1F497D][FONT="][/FONT]

I'm doing my due diligence in trying to figure out the problem, wouldn't you as a vendor? So that we might hope to improve the product if we do indeed isolate what is causing this issue you are having. First of all I have to be able to recreate it, second, we will address the issue directly with the factory if some percentage of ours are overstuffed, or have this airflow issue that seems to be giving you trouble with causing them to run hotter..

It's 2 am here but I'm still planning on finishing up our support emails tonight and I'm sure you'll be quite happy with our solution for you (ie full credit for your cartos even though you're international and we don't have them in hand yet)

If there is a problem and it's not just the higher than normal voltage like I originally thought then I guarantee you that I'll be in direct contact with the manufacturer telling them our suspicion and a proposed solution.. Constant product improvement through the life cycle..yeah, right now maybe there's some issues and I'm really sorry if some oversight on our factory's end caused a problem and an inconvenience to you..

I really thought I had it nailed down to just you using it at higher than 3.7 volts but I'm starting to suspect that your carton or whatever may have been a little different than the norm--ie too much stuffing which could have very well caused the airflow problem you mention.. Since there have been very few reports in the grand scheme of this, looking at how many complaints in relation to how many we've sold..I'd say for the most part they're still the best out there---though that wont stop us from making sure quality control and the design both continue to improve.

If there's an issue on some of our cartos that might cause them to get hotter than others we'll get to the bottom of it..overall it seems to be a very low rate of this problem but the less it happens in the future the better for everyone

Back to emails I go..good night to all!

Ben

HI CTJ

 

[syntaxevasion]

Foam?
There's no foam in mine...?

I think he means the cotton batting

 

[Belletrist]

For goodness sakes. I'd be ......, too, but I gotta say I'm surprised (pleasantly) that Ben is refunding for so many packs of cartos sight unseen. Most companies offer no refund/guarantee on cartomizers whatsoever.

 

[jazzguy]

To the OP: I've gone through a metric ....-ton of these turbos, and have had exactly one that did not work as well as the others. I admit, I've been pretty lucky, because the bottom line is these things are mass manufactured by hand in China, and there ARE going to to be bum ones here and there. It sounds like you might have just gotten a bad batch or something, but Ben is right in saying for the most part, nobody else has experienced this kind of failure rate. I've also dealt with Ben extensively for a while now and can say with full confidence that he will work with you and come to a fair conclusion. I know you are upset, but try to cool your jets a little and let the man work. You'll see that he WILL do whatever he can (and is fair) to get you taken care of. His CS is top notch, just have a little patience and let him do what he can to help you.

 

[jdvorr]

I've gone thru 7 packs of turbos without a single problem. Granted, I used them all at 3.7 volts. which is as recommended. They are the best cartos I've tried. They actually don't get hot the way some others do.

 

[StaceyM]

They are the best cartos I've tried. They actually don't get hot the way some others do.

I second that.

 

[lorikay13]

I know it's frustrating to recieve products that don't seem to work for you...for any of us. But vendors,suppliers,sellers...and yes....even Chinese manufacturers have real lives...real heartbreaks....it would be kind to try and remember that.

http://www.e-cigarette-forum.com/forum/vapornine/97952-please-say-prayer-bens-family.html

 

[5cardstud]

We figured out the problem.. Customer is using them at 6+ volts.. They are NOT designed for this. They are ONLY designed for 3.7 volts and optimized for great vapor at this voltage. I have used them with good results at high voltage, but you must exercise caution or you will ruin your cartomizers before you know what hit you.

If you DO want to use them at higher voltage, do so with caution..and do not ever hold the button down for longer than half a second at a time- rather, cycle the switch on and off so that it doesn't overheat.. It is a nichrome wire inside..when subjected to high voltage it is going to get hotter than it was designed to handle.

In this case, at least 25 cartomizers were ruined quickly... Just be careful with high voltage, folks...

I knew it when I read the first post. You can't use 3.7 s with low res.on 6 volt or they will taste burnt. I read this on ECF all the time. I have cartos that will and ones that wont on 5 volts but when I check the res. it's always the low res. that taste burnt.

 

[proudlion]

We're all so spoiled by Ben's consistently immediate responses - an hour can seem like an eternity IF you're a regular customer of VaporNine ;-)

He makes things right