Cloud City Vapes

Initial Business Response /* (1000, 5, 2016/03/29) */
We were contacted by this customer on March 13th regarding a complaint of a leaking vaporizer kit, we asked the customer to return with his product for a more thorough instructional session because most of the time, a leak that is not constant,
but intermittent, is most likely due to customer misuse, or perhaps the customer has burned out a coil and needs to replace it due to heavy useIt is completely acceptable that a coil needs to be replaced every week, especially when the customer first changes to vaping from previously using traditional cigarettesWe gave this customer a free replacement coil for his kit, to see in fact if it was the coil which was the issue, we did not hear back from the customer after replacing the coil for four days, until March 18th, when he complained of leaking againThis kit can be a complicated machine, and without proper care, it could leak if not sealed correctly, filled correctly,etcWe asked the customer to return again for another in house inspection for no charge for us to see if we could help him use it correctly or to determine if the kit is in fact faultyThe customer declined, stating he would like a refundWe promptly contacted the distributor who holds the warranty on the product to get a case opened for customer request for investigation for product faultinessThe policy due to the hygienic nature of these products is that there are no returns, but if the product is deemed faulty a replacement may be madeThe customer over text message agreed to the replacement policy, but then turned very aggressive, demanding things that are not store policy like a "loaner kit" while his product would be in transit to the distribution centerHe was asking for a replacement which we clearly agreed to, at no cost to himNever for a moment did we not agree to help him get a replacement if the distributors investigation deemed upon inspection that the unit was faultyThe customer then pre assumed that the replacement product would be faulty and he would be getting a refund or taking us to courtHe texted "and if the replacement leaks there will be a refund or I will take it to court"We informed him that it would be out our hands if he wanted to seek the route of court with the distributor because we had done everything in our power to resolve the issueThe customer has been very unwilling to resolve his own issue, he has stalled so long bringing the kit back for us to send for replacement that he has missed the window for replacement(which was days after initial purchase)To safeguard our customers we have only chosen to work with distributors who actually accept replacement claims, as it is known that in this industry because of the hygienic nature of ecigarette type products that there are no returnsWe go above and beyond a lot of vapor shops who will simply say, sorry, we can't help youWe cannot repackage and resell these products once they have been usedAttached is the full conversation with the customer in which we clearly agree to help replace the product, and in which he agreesHowever, we could not service his request without his compliance
Initial Consumer Rebuttal /* (3000, 8, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is trying to blame a faulty unit on me saying I misused itI followed every instruction to the letter, and it is not my fault that this vaporizor leaks