Initial Business Response /* (1000, 5, 2016/09/01) */
[redacted]
This customer contacted us first on [redacted] messages on 04/19/16. He bought a sub tank mini and cool fire iv on Nov.26,2015 and says he left...
the province in December and left it full of juice on his seat in his truck and upon returning in April the tank leaked on his truck seat. I would expect it to leak when left full for so long. We explained how the coil became flooded from sitting especially where it was not standing upright. We suggested changing the coil and cleaning the base and draining it when he has to leave it without use. He then said it was in his console and not lying down. We advise him of the 3 month warranty from date of purchase and that we would be happy to take a look at it and possible fix it but it was past the warranty for replacement. He mailed it into us and upon receiving the item, we noticed it was not packed in the box and thus it arrived broken glass everywhere. We even took pics and showed him on [redacted] before we took it out of the package. We replaced the glass, coil and cleaned it and had it working great for the rest of the day. He had a taxi pick it up and thanked us and said great customer service. Now its 4 months later again and he is complaining of leaking again and said he threw it out and wanted me to replace it. We did all we could to help him and offered to look at it again and even suggested he come in so that we can properly show him how it works. He refused and we exchanged emails that I would be happy to show anyone how I was willing to fix it and show him what is happening but he choose to put in a complaint. I pride myself in great customer service and have been told by so many customers how I go above and beyond for them. He bought this 10 months ago now and we only offer a 2 week manufacturers warranty at this point [redacted] understand how they work and how to care for them. It really does not matter to me how long ago someone bought a product or even if it was bought in my store, I will help them to the best of my ability so that they do not have to go back to smoking. [redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I told them that it had exploded and it was impossible to keep it and all I was looking for was a replacement as I did pay almost [redacted]$ and I did not use it right away and when I did it was doing the same thing as it was when I sent it in.I wasn't asking for much I explained my situation than as I was talking to [redacted] itself when I first had the issue and they told me to send back where I bought it and they would send it to there distributor and back to [redacted] for a new one which vapour xs did not do.I wasn't asking for much only a replacement device as I think these devices should last longer than 3 to four months .[redacted].I don't want my money back just a complete replacement
Thanks
Initial Business Response /* (1000, 5, 2016/09/01) */
[redacted]
This customer contacted us first on [redacted] messages on 04/19/16. He bought a sub tank mini and cool fire iv on Nov.26,2015 and says he left...
the province in December and left it full of juice on his seat in his truck and upon returning in April the tank leaked on his truck seat. I would expect it to leak when left full for so long. We explained how the coil became flooded from sitting especially where it was not standing upright. We suggested changing the coil and cleaning the base and draining it when he has to leave it without use. He then said it was in his console and not lying down. We advise him of the 3 month warranty from date of purchase and that we would be happy to take a look at it and possible fix it but it was past the warranty for replacement. He mailed it into us and upon receiving the item, we noticed it was not packed in the box and thus it arrived broken glass everywhere. We even took pics and showed him on [redacted] before we took it out of the package. We replaced the glass, coil and cleaned it and had it working great for the rest of the day. He had a taxi pick it up and thanked us and said great customer service. Now its 4 months later again and he is complaining of leaking again and said he threw it out and wanted me to replace it. We did all we could to help him and offered to look at it again and even suggested he come in so that we can properly show him how it works. He refused and we exchanged emails that I would be happy to show anyone how I was willing to fix it and show him what is happening but he choose to put in a complaint. I pride myself in great customer service and have been told by so many customers how I go above and beyond for them. He bought this 10 months ago now and we only offer a 2 week manufacturers warranty at this point [redacted] understand how they work and how to care for them. It really does not matter to me how long ago someone bought a product or even if it was bought in my store, I will help them to the best of my ability so that they do not have to go back to smoking. [redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I told them that it had exploded and it was impossible to keep it and all I was looking for was a replacement as I did pay almost [redacted]$ and I did not use it right away and when I did it was doing the same thing as it was when I sent it in.I wasn't asking for much I explained my situation than as I was talking to [redacted] itself when I first had the issue and they told me to send back where I bought it and they would send it to there distributor and back to [redacted] for a new one which vapour xs did not do.I wasn't asking for much only a replacement device as I think these devices should last longer than 3 to four months .[redacted].I don't want my money back just a complete replacement
Thanks