WOW, GotVapes. Ship my missing item and I promise you'll never hear from me again!

[PakaJoe]

I ordered a Kanger T3, an adapter and a Vivi NoVa from GotVapes last week. They didn't include the Vivi Nova in my order. I created a ticket requesting that they ship the missing item and wait till you see how they responded. I am absolutely shocked. Mind you, this was not the first time that they messed up an order. In July, they sent my products to someone else and vice versa.

After a few exchanges with their ticketing system, Daniel finally SCOLDED me about getting defensive when I told him that I felt like I was being accused of cheating! I am still in shock over how I, as a paying customer was treated by a company I sent my hard earned money to.

Take a look for yourself. Am I over-reacting??

(Edit: I deleted the ticket history from my post because I didn't realize that it was against the rules to do so. The bottom line is that I expected more in terms of customer service from a vendor that I do business with.)

Anyway, I wish it didn't turn out this way. I really enjoyed their products, but I have to find a vendor that treats their customers a little better after they make a mistake.

 

[dannoman]

This occured just minutes ago. You just couldn't wait to run to ECF about this? Sigh...

I told you we were taking care of it. What I had issue with was your very defensive response that we asked you to double check everything. We weren't accusing you of cheating at all. We had another customer who we asked to do the same thing earlier in the evening and he came back, apologized and double checked everything and he indeed found the missing item and apologized. This is just normal operating procedure and nothing to get defensive about.

This was in our own ticket system also and I am not sure if you know the rules of this forum but you are not allowed to post our own private communications. Again, I have already, as soon as I answered you to double check things, had made you a shipping label and am sending out tomorrow.

This was resolved, I told you I was sending this out so why the dramatic headline and demand?

 

[PakaJoe]

"This occured just minutes ago. You just couldn't wait to run to ECF about this? Sigh..."

That is precisely the attitude that I am talking about, Daniel. I honestly feel that I, as a customer, should have been treated better even if I got defensive. I've never dealt with a missing item before and would expect to be given the benefit of the doubt.

Thanks for making my order right.

 

[dannoman]

PakaJoe ECF requires adherence to a 7 day rule. Part of this is to allow the vendor and the customer to work out a resolution and allow a reasonable amount of time to do so. In your case I had already actually resolved this issue when you came to the forum.

The negative review section is for issues where you could not get a resolution and you want to give an account of what happened to you, etc. Its not a palce to personally vent. In any transaction, especially in this industry where the customers actually get very close contact from the place where they are making purchases and also, the vendor works hard and is often worn down with CS issues because of his close accessibility, there can be back and forths. But we still resolved you right away. You can even go to your email and see a tracking number already.

All of us (vendors) work very very hard. I personally put in all of my waking hours, 16-18 hours a day. It can just be very frustrating to then come into ECF and see a somewhat slanderous headline when we work so hard at what we do and actually provide very responsive and personal CS. All of us have the responsibility to work in good faith.

With that your package is going out tomorrow and hope you enjoy the Nova product.

 

[PakaJoe]

Daniel, thank you for educating me on forum rules. I certainly appreciate the service that e-cig vendors provide. it is one that I am truly grateful for. I also hope that vendors appreciate the orders that come in from customers. Without customers, there would be no vendors.

This situation is unfortunate because I didn't think it deserved a scolding from you when I felt defensive about feeling accused. I had already covered the missing item earlier in the ticket with Max and verified with him that the item wasn't in the package. I hoped that you could understand my frustration after already going through the details once.

I've moved on to another vendor, and I recognize that you aren't shedding a tear to see me go as I never ordered hundreds of dollars with of product anyway. If you take a step back and look at this situation, I think you might see that it would have been easier, and less stressful if I wasn't questioned again, and much easier if you didn't scold me for feeling picked on. I came to ECF about this not because of an unresolved issue, but purely for the way my issue was handled.

As we part ways, I hope Gotvapes can find it in themselves to take a serious look at the way customers' concerns are handled. Customer service is KEY in this day and age. Mistakes happen, and most customers can tolerate them if they are handled with respect, and courtesy.

Thanks for the 9 months of great products and extremely fast delivery. Its going to be tough to find that again but I have to do business where I feel appreciated.

 

[dannoman]

Again you don't quite understand that I only asked you to double check your package. Max screens tickets first. When we have something he can't finalize himself he refers it to me. I then go in and do sweeps several times a week. When I came across yours I did what I normally do, I asked you to double check everything. You got defensive over it and then proceeded to state some further aggressive comments.

Now with that in mind you seem reasonable and I appreciate your demeanor. But as I stated we do have to ask the customer to double check everything, let us know if they saw anything strange with the packaging etc. As I was telling you, just 15 minutes before your ticket, I asked another customer to do the same exact thing. They double checked and indeed, found the 'missing' item. So it wasn't personal, just SOP.