V4L customer service

[Doctor Vapor]

This post was deleted by the OP. In other words Me. I made a complaint about customer service and V4L contacted me quickly and has made good on their warranty. It may have been an email misunderstanding but it doesn't matter anymore. I appreciate V4L acting quickly and I will be more than happy to do business with them again. I will also post this same statement later on down the thread as there has been some conversation about the op.

 

[wenchy69]

i wouldn't let that one slide! are you positive you understood them correctly? that's a pretty unethical demand for any business to be making. i'd be standing my ground and demanding a replacement or full refund. that kind of business practice is just not on!

 

[ZorbaTheGreek]

They tell you, just get it on the next order, because they assume you're ordering again I've heard (I don't personally order from V4L.) if you just make a special request to replace it before then they'll take care of you.

 

[yanks21]

Zorba is correct: V4L has a LOT of fans many who order quite frequently and since V4L doesn't require returns of the faulty product (which may change soon due to people taking advantage of this) they just tell you to tell them about the defective item in the order notes when you place another order and they will replace it.

If you tell them you have no intention of placing another order anytime soon they WILL replace it for you.

Question is when they do will you come back here and update this thread?

 

[gmav44]

V4L sold me a defective passthrough which quit working after 2 weeks of very light use. I offered to send them the defective passthrough at my own expense and asked that they replace the passthrough which was still under warranty. I was told that my passthrough would only be replaced if I made an additional purchase from them.

I've never heard of any company requiring an additional purchase to get a replacement of an item that was still under warranty. To be honest, I really don't want anything they have to sell. They can keep my $25 and I'll write it off to theft. I'll go back to smoking before I do business with them again.

Dear Sir. I'm not a fan of V4L either as we parted ways do to some misunderstanding of product shipped. Honest to a fault is how most people (including my beautiful wife) would describe me, and I can tell you the customer service there is pretty darn good. They made things right for me despite knowing I was leaving as a customer.

It sounds like there may be a communication problem or misunderstanding. Not saying this is definitely the case, but this does not sound like Steve and the gang over there. They do have quite the family on this forum and I've already admitted my experience with them, so there is no bias here.

They sent me replacement batteries before ever getting theirs back (and I did send them back) and something just sounds funny about the whole thing.

Hope you get it worked out.

 

[markule]

My initial test order from V4L (one battery, one charger, one pack of cartomizers, selection of 5 mL juices) had a problem, battery would not fully charge. After a couple emails trying to diagnose, I was sent a replacement battery AND charger, just to make sure, without return or having to order again. It was a small order, but they did well by me, so I'd say this is not typical for them.

 

[geeker]

Like the others mention, just tell them you are not ordering soon; they will replace your item.

 

[simage]

V4L sold me a defective passthrough which quit working after 2 weeks of very light use. I offered to send them the defective passthrough at my own expense and asked that they replace the passthrough which was still under warranty. I was told that my passthrough would only be replaced if I made an additional purchase from them.

I've never heard of any company requiring an additional purchase to get a replacement of an item that was still under warranty. To be honest, I really don't want anything they have to sell. They can keep my $25 and I'll write it off to theft. I'll go back to smoking before I do business with them again.

Just shoot an email to anyone at v4l or call them they WILL replace all defective parts and like the others said it must have been a miss communication because they will always go above and beyond to correct any mistakes or defective products! Just let them know that you dont plan on making another order and they will ship you a new one no questions asked...Steve always takes care of his customers..

 

[Trunus]

Well I highly doubt they said exactly that. I always hear "On your next order put in the comments that you need another (whatever item) and we will replace it." My first order was an Auto Ultimate Ultimatum. They sent me a manual battery. I told them and they said "Just let me know in the comments on your next order what happened and I Guarantee that I will keep you smilin." I just followed what he told me and BAM I got so much more than I ordered it wasn't even funny. They have ALWAYS thrown in extra goodies into my sack. From passthroughs to car chargers to juice to cartos. They have always taken care of me and I know they are only human and with demand being so high they make mistakes. I didn't ask for most of the things, yet they sent them. Most of the time out of good faith and not because they messed up. I know it is frustrating to have an order messed up, sorry, yet most all of us know your pain. Yet, I would bet anyone of my vital organs they did not put it as

requiring an additional purchase to get a replacement of an item that was still under warranty.

 

[Adrenalynn]

Before joining this forum, I'd have said "any reasonable person, observing a response like that, would immediately respond: 'sorry, I'm not planning to order again soon/until [...] - any other way we can work this out?'" I'd have thought any reasonable person would instantly observe "as a general case - they're keeping margin up/cost low by combining shipping _where practical_, which is better for all their client-base in general. All I need to do is create an exception-case and I'm set..."

The last thing I'd have thought was "all else failing, I'll start some snarky thread on a public forum"

I am floored that it's coming from an otherwise respected member. I have to chalk it up to "bad day". There really can't be a contrary explanation, right?

Well, there can - and that being a penchant to overestimate "reason" to a fault. My ego prevents me from acknowledging that, however, so I'm back to "bad hair day".

 

[leeshor]

Exactly what Adrenalynn said, except I have no hair.

 

[hueysds]

Before joining this forum, I'd have said "any reasonable person, observing a response like that, would immediately respond: 'sorry, I'm not planning to order again soon/until [...] - any other way we can work this out?'" I'd have thought any reasonable person would instantly observe "as a general case - they're keeping margin up/cost low by combining shipping _where practical_, which is better for all their client-base in general. All I need to do is create an exception-case and I'm set..."

The last thing I'd have thought was "all else failing, I'll start some snarky thread on a public forum"

I am floored that it's coming from an otherwise respected member. I have to chalk it up to "bad day". There really can't be a contrary explanation, right?

Well, there can - and that being a penchant to overestimate "reason" to a fault. My ego prevents me from acknowledging that, however, so I'm back to "bad hair day".

Exactly! Doctor Vapor (love the videos) are you sure they didn't say WHEN instead of IF you place your next order? Some of us regulars place orders so often that it's just easier for them if we throw issues into the order comments instead of dealing with the whole trouble ticket system. I have spent hundreds of dollars at v4l over the past 6 months and watched them pretty closely on these forums and would say that this response (in your words of course) doesn't sound like them at all.

EDIT: rest assured they will make it right, they always do ;-)

 

[SMILIN]

V4L sold me a defective passthrough which quit working after 2 weeks of very light use. I offered to send them the defective passthrough at my own expense and asked that they replace the passthrough which was still under warranty. I was told that my passthrough would only be replaced if I made an additional purchase from them.

I've never heard of any company requiring an additional purchase to get a replacement of an item that was still under warranty. To be honest, I really don't want anything they have to sell. They can keep my $25 and I'll write it off to theft. I'll go back to smoking before I do business with them again.[/QUOTE

Apolize if there was a misunderstanin, we will always take care of our customers, please email me you info, pick out a color, and we will ship one today. smilinenterprise@aol.com

Steve

 

[Sherrick]

unneeded comments from non customer

 

[SikVapor]

On a side note, Dr. Vapor's vids are pretty cool. Where can I get my PHD in Vaporology?

 

[Nilius]

Before joining this forum, I'd have said "any reasonable person, observing a response like that, would immediately respond: 'sorry, I'm not planning to order again soon/until [...] - any other way we can work this out?'" I'd have thought any reasonable person would instantly observe "as a general case - they're keeping margin up/cost low by combining shipping _where practical_, which is better for all their client-base in general. All I need to do is create an exception-case and I'm set..."

The last thing I'd have thought was "all else failing, I'll start some snarky thread on a public forum"

I am floored that it's coming from an otherwise respected member. I have to chalk it up to "bad day". There really can't be a contrary explanation, right?

Well, there can - and that being a penchant to overestimate "reason" to a fault. My ego prevents me from acknowledging that, however, so I'm back to "bad hair day".

Lynn is right. As a respected member of the community, I wouldn't expect Dr Vapor to resort to a trolling thread.

 

[Haytoni]

Zorba is correct: V4L has a LOT of fans many who order quite frequently and since V4L doesn't require returns of the faulty product (which may change soon due to people taking advantage of this) they just tell you to tell them about the defective item in the order notes when you place another order and they will replace it.

If you tell them you have no intention of placing another order anytime soon they WILL replace it for you.

Question is when they do will you come back here and update this thread?

Pardon me, not to dispute you, however, I purchased cartos from them and both had manual batteries, one didn't operate correctly, I wrote and told them of the dysfunctional battery, they asked me to return it to them, which I did, end results they did replace with an automatic, which works perfectly.

 

[Sherrick]

Why did Smilin wipe out my previous post? And how did he do that? And I am a customer. And I was defending V4L, as I have been very pleased with the service I have received and I was certain V4L would make it right. I am now annoyed however, that after having hand surgery yesterday and spending 20 minutes working with one hand to post a message here, now someone else can come along and wipe it out? WTH?

 

[Sherrick]

As proof I am a customer, Smilin, here is my most recent shipping confirmation info.

Hello Walt,

Your order has shipped. (Order#: 32006 placed on 3/19/2010)

 

[keyzygirl]

I hope your hand feels better.I think Steves just loosing it with all the bull$^&% threads lately,maybe just misread whatever you wrote.Its been crazy lately here.Dont get upset.