V4L customer service
- Thread starter Doctor Vapor
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Sherrick,
I don't know if you got your forum operations question answered, and I thought I'd take a shot at it.
In a Vendor sub-area (sub-fora/subforum), the Vendor has moderator [but not admin] rights (as I understand it. Resident Admin there can correct me if I go off the rails here [please do!])
Steve and other vendor-reps he assigns (employees) can edit/modify/delete posts and delete and lock ["close"] threads.
Think of this as a rented company building. ECF owns the building, but they rent some virtual "office" space to V4L. V4L can redecorate or toss someone that gets rowdy.
I had an entire thread of mine deleted a couple days ago. It had gotten side-tracked, but probably didn't need to be deleted. I'd invested a fair bit of effort into it - but [shrug] dust in the wind.
There comes a point where the "piling on" by people that aren't customers but rather sniffing for ANY scent of blood in the water is just a tremendous load to carry. As an admin and community moderator on several other forums, I've seen it frequently. A moderator needs to go into a thread swinging several chainsaws wildly just to keep up. Every now and then a non-regular-but-still-valued-member that doesn't "stand out" as a regular gets nicked by one of those wildly swinging chainsaws. I *believe* that's what happened to you here.
Steve is, I believe, entirely sincere in his offer to "make it up to you" as well as his apology. I personally do the same in my forums - when I DO nick someone with the aforementioned Chainsaw Of Righteousness tm, I feel like crud about it. It really does personally effect me as any failure would. I suspect having spoken at length with Steve about unrelated topics that this general feeling applies to him as well (I can't speak for him, but I know he doesn't type as well as he speaks.
)It's kinda wild-westy in forums at times, to mix my metaphores, and keeping the streets clean sometimes requires spraying them down at high noon. [Ok - I like the chainsaw analogy better. I'm done now...]
Hi Dr Vapor,
I have also had an issue with one of their products. The issue was resolved promptly, no questions asked. I have also experienced first hand V4Ls' dedication to customer service and continue to enjoy receiving additional "pleasant surprises" in each order.
Being that (shame on me) this is the first time I have ever posted a V4L compliment on this (or any other forum for that matter), I can safely say that I am not receiving any preferential treatment other then what the Guys and Gals at V4L offer to all their other customers.
On a personal note, misunderstanding(s) aside, I can only suggest you give them a second chance: As a consumer I have (unfortunately) rarely dealt with a company as dedicated to their customers as V4L...
I have also had an issue with one of their products. The issue was resolved promptly, no questions asked. I have also experienced first hand V4Ls' dedication to customer service and continue to enjoy receiving additional "pleasant surprises" in each order.
Being that (shame on me) this is the first time I have ever posted a V4L compliment on this (or any other forum for that matter), I can safely say that I am not receiving any preferential treatment other then what the Guys and Gals at V4L offer to all their other customers.
On a personal note, misunderstanding(s) aside, I can only suggest you give them a second chance: As a consumer I have (unfortunately) rarely dealt with a company as dedicated to their customers as V4L...
Thank you, Adrenalynn! This is very helpful information. I didn't realize that the vendors had moderator rights and then began to wonder if perhaps anyone with more posts than me could perhaps delete my input if they didn't particularly care for it. Your explanation - and your vivid descriptions - cleared some things up and were entertaining as well.
I have no doubt that Steve was making a legitimate offer to "make it up to me." I just didn't think it was necessary to go that far. His explanation was enough to help me understand the situation from his perspective. Although, I must say, his offer and sincerity were just further proof that he is an upstanding individual who I am pleased and proud to do business with.
Thank you for your time and effort in providing me with these insights. It is appreciated!
Sherrick
I have no doubt that Steve was making a legitimate offer to "make it up to me." I just didn't think it was necessary to go that far. His explanation was enough to help me understand the situation from his perspective. Although, I must say, his offer and sincerity were just further proof that he is an upstanding individual who I am pleased and proud to do business with.
Thank you for your time and effort in providing me with these insights. It is appreciated!
Sherrick
Sure, Sherrick, my pleasure. I just didn't want to leave you hanging there, lost in the fray. Apologies to OP for slight thread-jack.
I just didn't want to leave you hanging there, lost in the fray. Apologies to OP for slight thread-jack.
I sort of expected a thread like this, due to finding, and confronting a few customers yesterday, one of whom had purchased 4 times from us, for about 80 bucks total. Mostly 5ml juice, he put in comments that he talked to steve, and was told we would replace 30ml white chocolate strawberry. Well, he NEVER even bought it, nor ANY 30ml bottles. I hate having to be confrontational, but, enough, is enough. I had found a few others requesting more battery, and passthru replacements, than they ever bought. I even replaced a battery which was bought 9 months ago.(pretty silly, but, I hate to say no)
This one guy, when confronted, threatened us, and hung up.
The larger our family grows, the larger the headaches.
All I want to do biz with, are my V4L Family, and take care of you, the way I like to be treated.
Thank you
Steve
This one guy, when confronted, threatened us, and hung up.
The larger our family grows, the larger the headaches.
All I want to do biz with, are my V4L Family, and take care of you, the way I like to be treated.
Thank you
Steve
I sort of expected a thread like this, due to finding, and confronting a few customers yesterday, one of whom had purchased 4 times from us, for about 80 bucks total. Mostly 5ml juice, he put in comments that he talked to steve, and was told we would replace 30ml white chocolate strawberry. Well, he NEVER even bought it, nor ANY 30ml bottles. I hate having to be confrontational, but, enough, is enough. I had found a few others requesting more battery, and passthru replacements, than they ever bought. I even replaced a battery which was bought 9 months ago.(pretty silly, but, I hate to say no)
This one guy, when confronted, threatened us, and hung up.
The larger our family grows, the larger the headaches.
All I want to do biz with, are my V4L Family, and take care of you, the way I like to be treated.
Thank you
Steve
Oh that just stinks
I guess there will always be a few in the crowd....I'm sorry that anyone would take advantage of you and your wonderful company.
Steve,Im sorry your having a hard time,by trying to spread the word and tell everyone how much we love V4L,I think we created a monster task for you.
nothing but love for steve and the v4l family. you've always done right by me and you've got a loyal v4l'er here .. 
i don't typically comment on the hater threads but had to offer some love to the v4l crew ..
i don't typically comment on the hater threads but had to offer some love to the v4l crew ..
I sort of expected a thread like this, due to finding, and confronting a few customers yesterday, one of whom had purchased 4 times from us, for about 80 bucks total. Mostly 5ml juice, he put in comments that he talked to steve, and was told we would replace 30ml white chocolate strawberry. Well, he NEVER even bought it, nor ANY 30ml bottles. I hate having to be confrontational, but, enough, is enough. I had found a few others requesting more battery, and passthru replacements, than they ever bought. I even replaced a battery which was bought 9 months ago.(pretty silly, but, I hate to say no)
This one guy, when confronted, threatened us, and hung up.
The larger our family grows, the larger the headaches.
All I want to do biz with, are my V4L Family, and take care of you, the way I like to be treated.
Thank you
Steve
Honestly I'm shocked to think that someone would try to take advantage like that. After the absolutely stellar service I've received from V4L for the last half-year, and seeing how far Steve and crew go to make people happy, it hurts to know that there are people out there who would do something like that.
V4L folks, I hope that these small bumps in the road don't convince you to give up your vision. You guys are my favorite supplier for e-cig materials.
Has anyone else noticed that a different supplier catches hell every month. Once it was Totally Wicked, then MyFreedomSmokes, Nhaler, PureSmoker.... It goes on. One person voices a complaint and then it's on. Hang in there Steve, Mark and everyone, the month is almost over and they will move on to try and trash another supplier.
Personally, I think V4L is topnotch. They have been there for me and helped with any orders I had a problem with, which the problems were all created by me, so that speaks even better of them. Keep up the great work guys!
Personally, I think V4L is topnotch. They have been there for me and helped with any orders I had a problem with, which the problems were all created by me, so that speaks even better of them. Keep up the great work guys!
I bet no one can guess my weight!
Or height for that matter.
I even fool the guys at the amusement park. I get a teddy bear every time I go!
5'5" and 137 lbs..of muscle of course!
Watch him be 6'8 250lbs and a lovely lady!
Just following recent posts, I figured that was the sort of thing going on, Steve. It's a shame. And I guess inevitable. There's no way that a warranty like yours, and a basically open-hearted, fair, generous and flexible attitude like V4L's, isn't gonna be exploited by some people, or misinterpreted with cynical suspicion, human beings being what they are.
I had a Tibetan monk friend once, amazing man, and was sitting at lunch with him going on about the injustice of some nasty issue or another, and he just sat there patiently listening and then sighed, and said very sweetly and sadly, "Human beings just so very, very stupid, Beccala."
Thanks for being one of the not-stupid ones, Steve - decency, honesty, fellow-concern, good humor, generosity and a sweet heart trump all of that crap in the big picture. We loves ya. So do what you have to do to batten the hatches and survive, and know that we get it.
And as I used to say to my kids as they were off to school every morning, "Be kind, play fair, have fun, and don't let the turkeys get you down."
Just got a really nice package from V4L on the way home from work. Oh boy. Smilin' at you, sweetheart.
I had a Tibetan monk friend once, amazing man, and was sitting at lunch with him going on about the injustice of some nasty issue or another, and he just sat there patiently listening and then sighed, and said very sweetly and sadly, "Human beings just so very, very stupid, Beccala."
Thanks for being one of the not-stupid ones, Steve - decency, honesty, fellow-concern, good humor, generosity and a sweet heart trump all of that crap in the big picture. We loves ya. So do what you have to do to batten the hatches and survive, and know that we get it.
And as I used to say to my kids as they were off to school every morning, "Be kind, play fair, have fun, and don't let the turkeys get you down."
Just got a really nice package from V4L on the way home from work. Oh boy. Smilin' at you, sweetheart.
Steve, that truly sucks. It's pretty low for someone to lie and take advantage like that, and I really hate to see it happen to such a great company and an honest man.
I wonder, would it be a prohibitively labor intensive to require warranty claims to include their order number of the defective or missing item, then look it up to verify that it was a legitimate purchase within a reasonable time frame as part of the claim/replacement process? Seems like that might be a pretty good solution to put a damper on at least most of the liars and thieves, and I can't imagine anyone with a legitimate claim would have a problem with looking up their account to provide you with the appropriate order number. Plus, while you are looking up that order, it seems you'd have a view into their order history as well which might help you determine if they are trying to pull a fast one on you.
Just a thought....
I wonder, would it be a prohibitively labor intensive to require warranty claims to include their order number of the defective or missing item, then look it up to verify that it was a legitimate purchase within a reasonable time frame as part of the claim/replacement process? Seems like that might be a pretty good solution to put a damper on at least most of the liars and thieves, and I can't imagine anyone with a legitimate claim would have a problem with looking up their account to provide you with the appropriate order number. Plus, while you are looking up that order, it seems you'd have a view into their order history as well which might help you determine if they are trying to pull a fast one on you.
Just a thought....
If those threats can be reasonably correlated with any ECF user, I would hope the ECF staff would instantly perma-ban the offender.
Anything else utterly destroys ECF's credibility [in my eyes]. I certainly looked to it as a weighted research tool. Not unbiased, but weighted towards it.
Anything else utterly destroys ECF's credibility [in my eyes]. I certainly looked to it as a weighted research tool. Not unbiased, but weighted towards it.
Then I commence with the shuttin'-up-shuttin'-up, trusting that things will run their due course.
Thats a good idea,your order history is in your account and you could tell them when it was ordered and the order ##.That might stop people from trying to take advantage.
Steve had some good points in that when you get to be the "presumed" king of the hill everyone will try to poke you where it hurts.
They know Steve is the best, (A prince among men, a mensch), so they will also try to take advantage of that.
Every forum I've ever participated in has had at least one someone who wanted to stir things up. What bothers me is that Dr Vapor decided to post a similar post on every forum he could find. That's just plain (something I won't mention here).
They know Steve is the best, (A prince among men, a mensch), so they will also try to take advantage of that.
Every forum I've ever participated in has had at least one someone who wanted to stir things up. What bothers me is that Dr Vapor decided to post a similar post on every forum he could find. That's just plain (something I won't mention here).
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