Tank issue.

[wheezal]

yeah, contact CS first, and if you have issues after you get a trouble-ticket opened THEN PM Cinder so she can cast her spell over the CS peeps to make them do her bidding.

 

[GreenLeaf]

yeah, contact CS first, and if you have issues after you get a trouble-ticket opened THEN PM Cinder so she can cast her spell over the CS peeps to make them do her bidding.

That's exactly what I did. Opened a support ticket on their website ~10 days after receiving the defective battery, got a response the next day from "Christos Dimitriou" requesting I send the defective unit back. Then I PM'd Cinder Ella a few weeks later with the ticket and order number (still within the warranty period), because I felt the postage surcharge on my end for the second time was unfair.

It was a VV battery, and they refunded my card as soon as they got the package at their returns departmant. And they paid the shipping back to me again.

I emailed customer service and the gentleman I talked with told me to write into the additional notes section "Refund priority shipping as per (the CS rep's name)." They were going to make me pay the shipping but I started saying about how much BS it was that I got the defected one in the first place, it wasn't my fault their QC didn't catch it. They didn't want to but they understood, and picked up the cost.

I've had good and bad experiences with their CS, I have to say you NEED to email or call, don't PM Cinder or do their silly little online CS Rep chat.

I would still email them and ask if they can replace it even if the warranty is up. Just tell them their returns policy had you confused (which really isn't lying since they are not really 100% clear or consistent). Tell them you tried contacting Cinder before the warranty was up but didn't get a response. They seem to be pretty understanding and might even still replace it for you, its worth a shot IMHO.

See, that's my only gripe with the whole situation, their indecisive discrepancy. Why the preferential treatment for some customers, and none for others? Where's the accountability?

The problem with the unit is clearly not user error. I understand things happen. I'm not asking for anything for free, nor do I expect a product to be replaced without them first receiving said defective unit back. I can even overlook the down time waiting for the replacement so long as I get what I initially paid for, without additional out of pocket expenses. I think that's more than reasonable.

If I didn't have so much faith in Halo's hardware and fantastic ejuice, I would take my business elsewhere. But that would be a fools errand, as I refuse to let one bad incident sour an otherwise solid relationship with one of the best ecig suppliers.

Hi GreenLeaf,

I did in fact message you back the next day, I'm not sure why you didn't receive it! You do have to go through Customer Service for these kinds of things. We do need the item returned to look at because if we are receiving defective products from the factory we obviously don't want to continue sending them out. Unfortunately we cannot just replace every item that people claim is broken because many times it is due to user error which is why we request that you send them back and then we will resend out a replacement. Much like purchasing almost any item from any store, you return to the store to get an item replaced. I have personally never had a store refund me for the gas used to return to the store for this replacement.

While I do understand your frustration with the situation, the USPS is open on Saturdays and many are open late (until 7 or 8pm) on week days. Also, I'm not positive of all your interactions with CS but it sounds like unfortunately you received an answer that you didn't want from our customer service rep though it is consistent with our policy and you then chose not take the actions necessary to get a replacement.

Please let me know if there is anything else you need. While we obviously care very much about our customers happiness but we are still a business and there are MANY people out there looking for freebies which is why we have the policy's we have, to protect both ourselves and our customers and make sure each customer is treated fairly.

I checked my pm's everyday and was wondering where the heck you disappeared to! Odd. Not your fault though, I am forgiving and can overlook server issues if that is the case. It's great that you are on the ball, and my complaint has nothing to do with your positive presence here, but rather the reliability and consistency of the policy you are entailed to uphold.

 

[Cinder Ella]

Good Morning,

While I do try to help out I'm not technically part of customer service so I cant always help out and I'm not always available to look into every situation. Penguins17 was refunded for shipping at his request because of the details of his situation and the CS rep did have to get 2 levels of supervisor approval to do this. It is not a standard practice. I'm not positive what the situation was as I was not part of the conversation.

We do try to stay consistent which is why we ask our customers to return the defective product. It weeds out the scammers, it give us a chance to inform customers that may have not been using it correctly and it helps our QC department stay on top of what is coming to us from the factory in case any changes need to be made. While it is a slight inconvenience to the customer, in the long run it keeps the high quality standards of our company as a whole.

Also, aside from all this, I think people forget sometimes that we are all people here too, not robots! We have bad days, we make mistakes, we forget things, we are extremely busy doing the best we can to keep everyone happy!

Please let me know how things are going with CS, feel free to PM me with a ticket number if you would like to me to look into anything though i cant promise i will be able to help.

That's exactly what I did. Opened a support ticket on their website ~10 days after receiving the defective battery, got a response the next day from "Christos Dimitriou" requesting I send the defective unit back. Then I PM'd Cinder Ella a few weeks later with the ticket and order number (still within the warranty period), because I felt the postage surcharge on my end for the second time was unfair.



See, that's my only gripe with the whole situation, their indecisive discrepancy. Why the preferential treatment for some customers, and none for others? Where's the accountability?

The problem with the unit is clearly not user error. I understand things happen. I'm not asking for anything for free, nor do I expect a product to be replaced without them first receiving said defective unit back. I can even overlook the down time waiting for the replacement so long as I get what I initially paid for, without additional out of pocket expenses. I think that's more than reasonable.

If I didn't have so much faith in Halo's hardware and fantastic ejuice, I would take my business elsewhere. But that would be a fools errand, as I refuse to let one bad incident sour an otherwise solid relationship with one of the best ecig suppliers.



I checked my pm's everyday and was wondering where the heck you disappeared to! Odd. Not your fault though, I am forgiving and can overlook server issues if that is the case. It's great that you are on the ball, and my complaint has nothing to do with your positive presence here, but rather the reliability and consistency of the policy you are entailed to uphold.

 

[Chicken Menudo]

I just received a shipment of three tanks and one of them had no airflow. I thought something might have been lodged in the pipe and jammed a blunt needle through the bottom. Turns out where the coil screws in was defective and completely sealed. Well, since I tried my own hand at reparing it, I'm pretty sure Halo won't refund it (and am not going to bother paying for the shipping on such a cheap item). C'est la vie. In any case, has anyone else encountered that problem?

 

[Bravesfan]

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[Bravesfan]

This is the piece that came off the post when I unscrewed the coil. Does that help DaveOno?

Cindy


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[Bravesfan]

DaveOno, does that pic answer the questions you asked me?

Cindy


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[DaveOno]

Hi, Cindy. not really, but it answered something else. It's hard to tell from that pic. It seems like the majority of the center tube is still there in the tank. The tube just ends, without threads.

The little piece is the top 1/8' of the tube that came off, the part that has the male threads that mate with the coil head. (could you try that?) Am I right? A side pic would be cool.

Looking closely at my tank with a loupe, through the plastic, it seems the top is pressed onto the center tube. Yours came loose, and maybe the only think holding it in was the center wire.

If all this is true, I could make the case that it is indeed a manufacturing flaw. The top thread wasn't pressed on tightly enough, came loose, and eventually came off.

 

[Bravesfan]

Does that help DaveOno?

Cindy


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[DaveOno]

Yup. I think it's exactly as I thought above.

So, what will you do with it? If Halo doesn't need it back, I wouldn't mind it. I will probably cut the plastic tank off, somehow put in a new wire, secure that piece, probably with JB-Weld. That stuff is great, but I don't know if I'd use it to vape with.

Anyway, I'd make a little "adapter" that I could dry burn coils on, without smelling up a real tank.

Let me know.

 

[Bravesfan]

I will be happy to send it to you.

It will make me feel good that someone will get some use out of it. Pm me your info please.

Will have to wait til hubby gets home so I can use his laptop cuz mine is so corrupted that he says he will have to wipe if and reinstall all the drivers.

Thanks for all your help Dave!

Cindy


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