First the good
I ordered a Vmodxl ala cart on Sunday night. I went with the ala cart because they had it in black.
Early Monday afternoon I got a call from Vapage. The woman on the phone was very nice and she explained to me that they were out of the ala cart kits but the website had not been updated to reflect that. She then offered me a couple of choices. I could wait till they came in (three weeks), she could cancel my order and give me a refund, or they would upgrade me to the premium kit at no cost.
Well I was shocked to have gotten the call in the first place. A very nice personal touch and I really was impressed.
I really wanted the black one but I wanted the mod more so I said what the heck I would be happy to take the premium kit. She told me they would be happy to do it and would get it out to me immediately.
Wow! Thats just great customer service and I was really impressed I even called a couple friends and told them about it.
And now the bad.
Being very excited to get this thing I checked the website late Monday night and the order still showed as processing...So I checked again in the morning and it still showed processing.
Hmm
So I connected with them via their online chat. I thought maybe I had misunderstood the woman on the phone and there was something I needed to do to complete my order. Once again the online chat person was very nice and said no nothing was wrong with the order and it showed as being upgraded and was scheduled to go out that day.
A little disappointed that it didn't go out the day before like the woman told me on the phone but no big deal.
So late that night I check the page again (can you tell I am really excited to get this thing
), and it still shows processing...
Grrr
Next morning (Wednesday) I check again and still processing....At this point I figure ok I will give them till close of business and if it still hasn't shipped I am going to start getting mad.
So 5pm Wednesday I check again and it still shows processing. Well now I am mad its now three days since I ordered it and two days since they told me on the phone it would go out that day and it still doesn't show as shipped.
So I start writing a negative review and just as I am about to post it my wife says "are you sure they haven't sent it". So I go to show her and lo and behold at 6pm it updated to shipped!
So I deleted the negative review.
I dont live that far from them so 2 days to get here is pretty normal. Today I got it in the mail.
So the bottom line for me is. The customer service is top notch. They got in touch with me on their own initiative before I knew there was a problem with my order and gave me a free upgrade. I would have preferred the black unit but I can purchase a skin later and likely will.
The turn around time for shipping blows. Three days to get an order out after promising it to go out that day on two different days is pretty lame.
Having said that the initial attention to the problem was really good and I will order from them again because of that. I will just keep in mind that whatever I order it likely wont go out for a few days and make sure to make my order to reflect that.
I ordered a Vmodxl ala cart on Sunday night. I went with the ala cart because they had it in black.
Early Monday afternoon I got a call from Vapage. The woman on the phone was very nice and she explained to me that they were out of the ala cart kits but the website had not been updated to reflect that. She then offered me a couple of choices. I could wait till they came in (three weeks), she could cancel my order and give me a refund, or they would upgrade me to the premium kit at no cost.
Well I was shocked to have gotten the call in the first place. A very nice personal touch and I really was impressed.
I really wanted the black one but I wanted the mod more so I said what the heck I would be happy to take the premium kit. She told me they would be happy to do it and would get it out to me immediately.
Wow! Thats just great customer service and I was really impressed I even called a couple friends and told them about it.
And now the bad.
Being very excited to get this thing I checked the website late Monday night and the order still showed as processing...So I checked again in the morning and it still showed processing.
Hmm
So I connected with them via their online chat. I thought maybe I had misunderstood the woman on the phone and there was something I needed to do to complete my order. Once again the online chat person was very nice and said no nothing was wrong with the order and it showed as being upgraded and was scheduled to go out that day.
A little disappointed that it didn't go out the day before like the woman told me on the phone but no big deal.
So late that night I check the page again (can you tell I am really excited to get this thing
), and it still shows processing...Grrr
Next morning (Wednesday) I check again and still processing....At this point I figure ok I will give them till close of business and if it still hasn't shipped I am going to start getting mad.
So 5pm Wednesday I check again and it still shows processing. Well now I am mad its now three days since I ordered it and two days since they told me on the phone it would go out that day and it still doesn't show as shipped.
So I start writing a negative review and just as I am about to post it my wife says "are you sure they haven't sent it". So I go to show her and lo and behold at 6pm it updated to shipped!
So I deleted the negative review.
I dont live that far from them so 2 days to get here is pretty normal. Today I got it in the mail.
So the bottom line for me is. The customer service is top notch. They got in touch with me on their own initiative before I knew there was a problem with my order and gave me a free upgrade. I would have preferred the black unit but I can purchase a skin later and likely will.
The turn around time for shipping blows. Three days to get an order out after promising it to go out that day on two different days is pretty lame.
Having said that the initial attention to the problem was really good and I will order from them again because of that. I will just keep in mind that whatever I order it likely wont go out for a few days and make sure to make my order to reflect that.
