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What is it with some vendors and poor reponse to enquiries?

Discussion in 'Canada Forum' started by varitablevoltage, Dec 19, 2012.

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  1. varitablevoltage

    varitablevoltage Senior Member ECF Veteran

    Nov 27, 2012
    Canada
    I realize vendors must get a lot of email queries into their products and such but that should be no reason to respond with short semi-cryptic, almost outright dismissive email responses. I've gotten half answers (thus forcing me to email query again to get my question answered properly) and no answers and I'm left wondering how a company can successfully conduct business with such poor customer service. Seriously, as a vendor you want customers to shop at your store as oppose to the competition then make some effort to read and properly answer email queries into your products.

    Furthermore, a well thought out website and shopping cart can save you time on email queries.

    I post this here as a reaction to a well known Canadian vendor. :glare:
     
  2. Mindfield

    Mindfield Vaping Master Verified Member ECF Veteran

    Aug 28, 2010
    Toronto, ON
    It may well depend on which vendor you're referring to -- service levels can vary from vendor to vendor, naturally -- but it may well also be attributed to the time of year. It's the holidays, tons of vendors are having sales, and I would imagine that business may well be utterly nuts for some of them. At this time of year, if they're someone I'd normally expect relatively prompt responses from, I'd be inclined to cut them a bit of slack just due to the nature of business during the holidays.
     
  3. varitablevoltage

    varitablevoltage Senior Member ECF Veteran

    Nov 27, 2012
    Canada
    Oh yeah, I understand it's a busy time of year and I make allowances accordingly. But when I'm actually ordering something and need help with my order I don't expect some dismissive generic answer that is of no help.
     
  4. Mindfield

    Mindfield Vaping Master Verified Member ECF Veteran

    Aug 28, 2010
    Toronto, ON
    Fair point and I can understand your frustration under those circumstances, given that if they took the time to reply at all then it should behoove them to respond with an answer that fairly specifically addresses your concerns.
     
  5. longtimesmok

    longtimesmok Senior Member ECF Veteran

    Sep 7, 2012
    montreal
    who the vendor? maybe they are too busy for a customer is no excuse to me, I guess I am lucky that the few vendor I deal with always respond in detail when necessary always within hours if not minutes. why no one says any name of vendor that they have issue with? Why so scared, I see this a lot here.
     
  6. DrApex

    DrApex Super Member ECF Veteran

    Nov 23, 2012
    Raleigh NC
    There are many many vendors. Pick another one. You should feel taken care of as a customer.

    Typed on my mobile. Please excuse typos.
     
  7. varitablevoltage

    varitablevoltage Senior Member ECF Veteran

    Nov 27, 2012
    Canada
    Well I didn't want to get into a war of words over experiences with a vendor (who I believe is a ECF supporter). To note that this was with one Canadian vendor and I have found similar experiences with an American vendor.

    Last issue was regarding payment and pick up and how their website doesn't offer the proper check-out option and the sheer lack of willingness to address my check-out issues accuratrely with sufficient information. I had money burning a hole in my pocket, I just wanted to pay and pick up (as I was told was an option), but the website wants me to pay for shipping irregardless. Couldn't get a proper answer to correct my situation and I wasn't about to try for a third time. I know the difference when someone's interested in my business or couldn't be bothered, unfortunately I got the latter.
     
  8. longtimesmok

    longtimesmok Senior Member ECF Veteran

    Sep 7, 2012
    montreal
    by your response it tell me you are fear the customers that have had a good experience, i had seen this before here with other that have tried to post there honest experience and be attacked by the vendor little soldiers, since that has only ever really happend with one vendor on here that i have seen, then you need not say more. this vendor is more like a club of baffoons it seem, if you are not a part of there gang then you feel fear to speak out. Shame. dont be afraid my child speak your mind, if someone talk bad about you for it then they are the weak one:)
     
  9. smokum

    smokum Canadian Moderator Verified Member ECF Veteran

    Supporting member
    Personally, I feel many people are forgetting that a lot of vendors are simply enthusiasts turned small business essentially working out of their own homes.

    Considering the growth & popularity of e-cigs lately (and growing at an enormous pace) it would quickly become quite overwhelming to address the amount of inquiries they would see from basic questions to newbs that seek a long drawn out commentary in starting out.

    Even those that start out with all good intentions of sharing their new found life savers by intending to offer them up to the masses, it would quickly become quite daunting an effort when they quickly find the time involved to stay on top of things and still turn a meager profit for their efforts while still either working a day job or keeping the family front on track (it happens every day in startup companies and all depends on the future goals of that venture).

    The choice is simple if you think about it.... as a consumer, you have choices. If a vendor does not meet your expectations, then move onto another that better suits your needs.


    EDIT: Forgot to mention: And of course there will be those who get into it solely for the profit and could care less how they are perceived simply because for every customer lost to poor service, there are two more at the door.
     
  10. chagrin

    chagrin Super Member Verified Member ECF Veteran

    Feb 29, 2012
    Toronto, Canada
    First off, it's just easier to not mention a vendor if it's a negative experience and it verges on breaking forum rules if it isn't something you want to post in the negative review section. If it's just an annoyance that you don't want to draw out there isn't much point to mentioning the vendor either and yeah, it just starts a huge debate thread about how great the vendor is for other people.

    I don't think it's just one vendor either, everyone wants to contrast a negative experience with any vendor if they've had a good experience - which is great in a way and I think reflects how positive and supportive the community is. :)

    I think smokum is completely correct too, but I also think that the cheaper the prices, the more customers a vendor has and the less time they have to give detailed responses. Personally I gave up expecting amazing responses from some vendors and I just try to find out information on my own as a rule or check the forum. In my experience if I want cheap, I don't expect good answers, which is exactly how I think about ordering from China and it's the same for any type of business. Do you go to Walmart for the customer service ? :p

    In the OP's situation, that wasn't possible though and that's pretty frustrating that you didn't get an answer you were looking for in regards to ordering.

    On the opposite side of that, when I first started ordering urbanvapour/onestopeshoppe and happyvaper answered all of my stupid newbie questions in great detail, but they aren't the cheapest vendors and I think you sort of pay for customer support to some extent.

    I know someone will want to argue about every Canadian vendor being amazing, but that's just my personal take on it and it works for me. :p
     
  11. VIPOD

    VIPOD Super Member Verified Member ECF Veteran

    Mar 15, 2010
    NB,Canada
    "Caveat emptor" is all I can say!

    Look at ecf threads for guidance on vendor service quality.
     
  12. varitablevoltage

    varitablevoltage Senior Member ECF Veteran

    Nov 27, 2012
    Canada
    NOTE: I am NOT referring to Maple Leaf Vapes. I have no experience with that supplier.

    On the positive side I've had good experiences with Electronic-Cigz & Canada E-Juice here in Canada and Gotvapes, Smokeless Image in the US among others. I order mostly from the US for selection and customer service.
     
  13. longtimesmok

    longtimesmok Senior Member ECF Veteran

    Sep 7, 2012
    montreal
    paying for better service? this is absurd, canvap have good service (a lot of people disagree on this outside of forum) and they are cheap prices also other vendors who are a bit more expensive have great service too, the cost of something has no reflection on service, that is the most absurd thing i have read. no matter how busy a business is if they do not have time for the customer then they should close they doors, we are what make them exist if they do that to one then it only a matter of time when it comes your turn too. this is a lazy attitude and this is why i would like to know who, variable please send me pm on who treat you this way, would like to see if i get same treatment if so i will not be afraid to speak on it.
     
  14. Crusnik W03

    Crusnik W03 Senior Member Verified Member

    Dec 8, 2012
    Toronto, ON, Canada
    Agree 100%... There is no excuses for bad customer service and everyone knows that we pay premium for the products in Canada, so at least we should have a choice on who to give our $$$ to lol
     
  15. SoUnique

    SoUnique Ultra Member Verified Member ECF Veteran

    Mar 24, 2012
    Onatrio, Can.
    I've seen a lot of threads with members asking other members for help, and they get it. It is nice to get our hands held when ordering from a sight the first time, or when ordering new items. Some times that just can't happen, or as fast as we'd like. It sucks, but it happens.
    I know at this time of the year I try not to send emails to vendors if I don't have to. I ask on ECF instead.
     
  16. LesVegas

    LesVegas Senior Member ECF Veteran

    Apr 10, 2012
    BC, Canada
    Service is a strange beast. I have sent inquiring emails to vendors, had a response in 15 minutes at 2am, which is amazing, but the answer was so cryptic or vague that it was of no use to me.

    Also sent emails to other companies that did not respond ever, but their product was so good I kept ordering.

    Most of us appreciate what Canvape brings to our Canadian vaping community but their website leaves a lot to be desired, and product descriptions are often very vague at best.

    I believe the Smokeless Image business model to be the very best in terms of quality products (albeit a narrow focus), reasonable prices, terrific customer service and a user friendly website. Hopefully one day we will have a Canadian vendor that excels at all aspects service, but seems we currently a ways off of that. However, things have come a long way in just the past year, and will likely get a lot better in the not too distant future.
     
  17. longtimesmok

    longtimesmok Senior Member ECF Veteran

    Sep 7, 2012
    montreal
    Smokeless Image is a nice site but very comercial seems almost fake(i know its not) and i would disagree about canadian vendor, all the ones i deal with have great sites good pricing and fast shipping( even tho canada post suck) with by far the best service of any businesses that i deal with in day to day just because some vendor have lowest prices and every item known to man does not make it the best. i like canvap prices but also feel the site is lack luster and cluttered with mostly chinese copy and past text so i mostly order elsewhere and receive the same if not better service en exxcelence, so to each they own i guess
     
  18. KraKsX

    KraKsX Moved On

    Dec 17, 2012
    Lower NY
    Pick a better vendor, sorry, but to me customer service is almost as important as what you r buying
     
  19. Hello World

    Hello World Super Member ECF Veteran

    Dec 20, 2012
    Vancouver
    Exactly. Customer service is an index of their professionalism.
    Find another vendor you are happy with.
     
  20. revolverfunk

    revolverfunk Full Member Verified Member

    Apr 14, 2010
    toronto
    go to where the gettins are cheap but also with decent cs ;)
     
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