I am not sure if my expectation were too high or if I am just to feel the way I do but here was my scenario:
I wanted a Vmod and thought the vmod 2.0 was a revision of the vmod xl. I purchased the vmod 2.0 an upon its arrival it came package in a shipping envelope and boxed in the usual vmod box and that was placed inside an unsealed plastic bag. I removed it from the unsealed plastic bag and then opened the magnetic latch on the box and took the vmod out. I opened the vmod and realized it certainly would not fit a 18650 went to their website and eventually figured out that the vmod xl and the 2.0 were two different models. I contacted vmod on their live chat (the first time I got disconnected) When they came back they said this time they would make an exception for me and take back an opened product...... How do you open an unsealed product ? I asked if i could purchase another vmod xl immediately and then recieve a credit back to my card once the product had been returned and was told no for accounting reasons and that I was lucky they were taking back my opened product to begin with. Here is the chat dialog from the web sesssion I had with them.
Rudolph Halmo: I got disconnected from the online chat session was speaking about ordering the worng product.
You are next in queue. We will be with you in just a moment.
Customer Service: We will accept a return and this time won't charge a restocking fee for it being opened. You can send back to us and once we receive it we can credit your account store credit. Just write a note to explain the situation and send to us at 2363 Teller Rd. Ste. 104 Newbury Park, CA 91320
Rudolph Halmo: Butg i have a question
Rudolph Halmo: Can I expedite this by purchasing a new model this moment and just have the other credited back ? I would rather not wait for the return and then the return back to me.
Rudolph Halmo: I dont need the credit back before returning the product i was just hoping to expedite the process
Customer Service: there really isn't a way to expidite the process. We would need an item sent back in order to issue a store credit. We cannot credit the card for accounting purposes
Rudolph Halmo: Thats really poor customer service. I am willing to buy another in return for a credit when the other product is returned. It is a rather lame practice. Are you positive there is no way around this ?
Customer Service: Rudolph, due to our policies, there is not a work around. We don't normally accept exchanges of opened products. We are making an exception for you there.
Customer Service: We cannot credit a card for an exchange. We can only due store credit and in order to issue store credit we need the product back first.
Customer Service: We apologize for any inconvienence this may cause
Rudolph Halmo: Hmmm ok I will make sure to let ECF know of this policy as well thanks for your help.
Customer Service: our policy is stated on the website as well. We have a very generous warranty and are making an exception for you for the exchange already.
Rudolph Halmo: If you would like I can place it in an open bag as it was sent to me if you like. Kinda hard to open an unsealed product thanks for the exception you certainly are generous.
Customer Service: Rudolph, is there anything further I can assist you with at the moment?
Customer Service: Our VMOD 2.0 a la carte is sent in a box, not a bag.
Rudolph Halmo: Correct. so how could the product be considered opened?
Rudolph Halmo: but more to the point, could you clarify the website that the vmod 2.0 is not a revision update but a different product
Rudolph Halmo: I was unaware that it took dfifferent batteries which is where all this mess stemmed from
Rudolph Halmo: I assumed it was a revision update of the existing product and the alacarte doesnt mention that it takes 14500 not 18650's
Customer Service: Our VMOD 2.0 and VMOD XL are clearly different products. The specs of each are on the website product pages. VMOD 2.0 is a smaller version of the VMOD XL and is an update version of the original VMOD.
Rudolph Halmo: How could I tell from a picture over the internet, you assume to much. I had no way of knowing. It didnt state the battery size was different. I didn't know this.....
Customer Service: We have on the VMOD 2.0 kit page here: Vapage Premium VMOD System it states what it comes with and uses
Customer Service: I'm sorry there was confusion for you, Rudolph. We can acept your exchange for store credit. Did you get the information I sent above regarding the address?
Rudolph Halmo: sweet. on a different product page it stated it. well thanks I figured that out on my own after recieving it.
Rudolph Halmo: yeah thanks for your time.
Customer Service: my pleasure. Have a great evening, Rudolph
Customer Service: by the way, under technical specs on the VMOD 2.0 a la carte page it does specify the battery size it uses. Just for future reference.
Rudolph Halmo: Thanks.
Now i know I was being an ...... after I got a response I didnt like, But am I really out of line for thinking that i might be able to buy a more exspensive product and return a lesser valued product ? never seen a vendor that couldnt accomodate a request like this. To me it seems that they just cant let go of a sale for anything, and rather than lose a sale they would rather inconvenience their customers to the point of being unreasonable. Am I wrong in this thought process? Should i have better controlled my angst because I was unjustified? I admit that I was wrong in choosing the wrong product but I dont think my request was too much to accomodate. Seems to me it was good money on a bad sale.
Am I wrong? Did I handle it wrong ?
I wanted a Vmod and thought the vmod 2.0 was a revision of the vmod xl. I purchased the vmod 2.0 an upon its arrival it came package in a shipping envelope and boxed in the usual vmod box and that was placed inside an unsealed plastic bag. I removed it from the unsealed plastic bag and then opened the magnetic latch on the box and took the vmod out. I opened the vmod and realized it certainly would not fit a 18650 went to their website and eventually figured out that the vmod xl and the 2.0 were two different models. I contacted vmod on their live chat (the first time I got disconnected) When they came back they said this time they would make an exception for me and take back an opened product...... How do you open an unsealed product ? I asked if i could purchase another vmod xl immediately and then recieve a credit back to my card once the product had been returned and was told no for accounting reasons and that I was lucky they were taking back my opened product to begin with. Here is the chat dialog from the web sesssion I had with them.
Rudolph Halmo: I got disconnected from the online chat session was speaking about ordering the worng product.
You are next in queue. We will be with you in just a moment.
Customer Service: We will accept a return and this time won't charge a restocking fee for it being opened. You can send back to us and once we receive it we can credit your account store credit. Just write a note to explain the situation and send to us at 2363 Teller Rd. Ste. 104 Newbury Park, CA 91320
Rudolph Halmo: Butg i have a question
Rudolph Halmo: Can I expedite this by purchasing a new model this moment and just have the other credited back ? I would rather not wait for the return and then the return back to me.
Rudolph Halmo: I dont need the credit back before returning the product i was just hoping to expedite the process
Customer Service: there really isn't a way to expidite the process. We would need an item sent back in order to issue a store credit. We cannot credit the card for accounting purposes
Rudolph Halmo: Thats really poor customer service. I am willing to buy another in return for a credit when the other product is returned. It is a rather lame practice. Are you positive there is no way around this ?
Customer Service: Rudolph, due to our policies, there is not a work around. We don't normally accept exchanges of opened products. We are making an exception for you there.
Customer Service: We cannot credit a card for an exchange. We can only due store credit and in order to issue store credit we need the product back first.
Customer Service: We apologize for any inconvienence this may cause
Rudolph Halmo: Hmmm ok I will make sure to let ECF know of this policy as well thanks for your help.
Customer Service: our policy is stated on the website as well. We have a very generous warranty and are making an exception for you for the exchange already.
Rudolph Halmo: If you would like I can place it in an open bag as it was sent to me if you like. Kinda hard to open an unsealed product thanks for the exception you certainly are generous.
Customer Service: Rudolph, is there anything further I can assist you with at the moment?
Customer Service: Our VMOD 2.0 a la carte is sent in a box, not a bag.
Rudolph Halmo: Correct. so how could the product be considered opened?
Rudolph Halmo: but more to the point, could you clarify the website that the vmod 2.0 is not a revision update but a different product
Rudolph Halmo: I was unaware that it took dfifferent batteries which is where all this mess stemmed from
Rudolph Halmo: I assumed it was a revision update of the existing product and the alacarte doesnt mention that it takes 14500 not 18650's
Customer Service: Our VMOD 2.0 and VMOD XL are clearly different products. The specs of each are on the website product pages. VMOD 2.0 is a smaller version of the VMOD XL and is an update version of the original VMOD.
Rudolph Halmo: How could I tell from a picture over the internet, you assume to much. I had no way of knowing. It didnt state the battery size was different. I didn't know this.....
Customer Service: We have on the VMOD 2.0 kit page here: Vapage Premium VMOD System it states what it comes with and uses
Customer Service: I'm sorry there was confusion for you, Rudolph. We can acept your exchange for store credit. Did you get the information I sent above regarding the address?
Rudolph Halmo: sweet. on a different product page it stated it. well thanks I figured that out on my own after recieving it.
Rudolph Halmo: yeah thanks for your time.
Customer Service: my pleasure. Have a great evening, Rudolph
Customer Service: by the way, under technical specs on the VMOD 2.0 a la carte page it does specify the battery size it uses. Just for future reference.
Rudolph Halmo: Thanks.
Now i know I was being an ...... after I got a response I didnt like, But am I really out of line for thinking that i might be able to buy a more exspensive product and return a lesser valued product ? never seen a vendor that couldnt accomodate a request like this. To me it seems that they just cant let go of a sale for anything, and rather than lose a sale they would rather inconvenience their customers to the point of being unreasonable. Am I wrong in this thought process? Should i have better controlled my angst because I was unjustified? I admit that I was wrong in choosing the wrong product but I dont think my request was too much to accomodate. Seems to me it was good money on a bad sale.
Am I wrong? Did I handle it wrong ?
