Joyetech USA Inc

Dear Revdex.com officer,
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Our customer service representative have been tried to reach out Mr/Mrs *** with 413-537-many times, we also left a voice message to Mr/Mrs ***, unfortunatly, Mr/Mrs *** never called back us.
Joyetech USA is one of
many Joyetech product distributors in U.S, All Joyetech products directly
purchased from Joyetech USA's official online store (http://wwwjoyetech.us),
except consumables and rebuild-able products, are covered by warranty
for a standard days from the date of purchase ("warranty
period").
Joyetech USA warranty
responsibility is limited and separated from the manufacturerIf the customer
did not purchase from www.Joyetech.us, please contact the local store that the
customer have purchased from for warrantyRegards
Joyetech USA Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI'm happy with this final outcome and I wou like to close this case
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunatelythe place that I bought the piece from has a strict no return policy, and when asked about the faulty product, they referred me to your website to resolve my issueThis is JoyeTech's product, and I followed through with my warranty information, and I gave you all the information needed. The company didn't helpI feel as though I spent $on a piece that literally fell apart (the charging port dislodged from the entire piece) after 1/months is not a good productJoyeTech should accept responsibility and my willingness to cooperate with them and refund the money I put inThe piece doesn't workI'm disappointed in the company and their help
Regards,
*** ***

Dear
Revdex.com officer,
Joyetech USA is one
of many Joyetech product distributors in U.S, All Joyetech products
directly purchased from Joyetech USA's official online store (http://www
joyetech.us), except consumables and rebuildable products, are covered by
warranty for a standard
days from the date of purchase ("warranty
period").
Joyetech USA
warranty responsibility is limited and separated from the manufacturerIf the
customer did not purchase from www.Joyetech.us, please contact the local store
that the customer have purchased from for warranty
we checked our
retail online sale data base, we didn't find any purchase order with Mr/Mrs
*** ***Our customer service representative called Mr/Mrs *** ***,
find out that Mr/Mrs *** *** bought his/her eVic VT in a local
store, our CSR explained our warranty
policyMr/Mrs *** ***should go back to the local store where he purchase
his device, get warranty from the local store
Best Regards
Joyetech USA

Dear Revdex.com officer, Thank you for contacting us regarding MrFrancesco *** complaint with an assigned ID #***We at Joyetech USA Incare very appreciative of each of our customers, and value all of our customers'satisfaction as our first goal.After investigation of this case, according to our record, our technical support team did test the iStick and confirmed it was not defectiveIn order to retain the customer's trust, we still decided to send the customer a replacement; however, our customer service representative mistakenly sent the original device back to the customer. On May 4th, our general manager was notified of this once we received this complaint, and decided to send the customer a brand new device immediately as an apology for any inconvenience this matter caused Mr*** ***. We expressed our sincerest apology to him for sending the wrong item and for the damage caused during transitBoth our general manager and customer service supervisor double checked the package and confirmed it was packed properly with a brand new iStick before our warehouse shipped the package out. Unfortunately, the customer is still unsatisfied with our good faith effort to resolve the complaint: on May 11th, he claimed that the new device he received was scratched and was not "brand new", and refused to send the original "damaged" item back though we had provided him with a pre-paid return label to do soIn addition, he emailed us two pictures of the "damaged" product and the "scratched" product, which we attached in this letter as wellHowever, according to the pictures, both products seem new and undamagedAt this point, it is difficult for us to take further investigation for the devices if the customer refuses to cooperate with usWe hope the customer could respect all the efforts we have done for retaining his confidence and good faith.We at Joyetech USA Inctreat every customer's need and satisfaction as our first priority; however, the mutual satisfaction could hardly be achieved without the customer's cooperationWe do hope Revdex.com could have a fair judgment regarding this case, and help us with it.Sincerely,Customer Service DepartmentJoyetech USA Inc

Dear Sir,
34); margin: 0px"> Thanks for your emailFirst of all, I would deeply like to apologize for the inconvenience that have caused to the customer by our companyWe value each and every customer very highlyIt was just simple misunderstanding between *** *** and one of our customer Rep We take customer service very serious and that’s always our number one priority from the day one. We have already talked *** *** over the phone and have resolved the issueWe have refunded the money for the inconvenience as well as have sent free promotional item to retain him as a customer for all his future business Should you have any question please kindly email or call anytime
Thank you,
*** ***
Joyetech Customer Service
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Unfortunatelythe place that I bought the piece from has a strict no return policy, and when asked about the faulty product, they referred me to your website to resolve my issueThis is JoyeTech's product, and I followed through with my warranty information, and I gave you all the information needed.
The company didn't helpI feel as though I spent $on a piece that literally fell apart (the charging port dislodged from the entire piece) after 1/months is not a good productJoyeTech should accept responsibility and my willingness to cooperate with them and refund the money I put inThe piece doesn't workI'm disappointed in the company and their help
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I went to the store where product was purchased and the salesperson told me to contact manufacturerThe store does not offer refunds or exchanges nor do they repairI don't know if store bought from joyetech us since they would not provide me with informationAfter numerous emails over three weeks, I got a response to send device to joyetech us in Irvine, caSo, my device is own its wayThe device is under warrantyMy complaint started early January, right after it brokeThe manufacrurer did not answer my emails until recenty, which the long delay has counted days off the warrantyI personally feel that joyetech does this deliberatly so they can exhaust warrantySo, joyetech US, fix my device or send me new onDevice is enroute via USPS to you
Regards,
*** ***
I went to the store at mall where product was purchasedThe salesperson said I had to contact manufacturer

Dear Revdex.com Officer, We are sorry to hear that Mrs. *** J *** went through all these inconveniences, we did process Mrs ***'s order via our return policy, we received Mrs***'s package on Oct 5, we found the product was opened, according to our return policy we
charged 15% restocking fee and refund the rest amount to Mrs*** on Oct 5.Mrs*** is one of our loyal customers, we did apologize for all the inconveniences occurred, we refunded 15% restocking fee as well as the shipping cost to Mrs***We will improve our customer service and we hope Mrs*** will have better shopping experience with Joyetech.Please find attached Joytech return policy ( you also could find this on our official website http://www.joyetech.us/return-policy): • You may return your order within days of delivery date (*restriction applies)All returned items must be unused, unopened, and in original packaging for a refund.*All cartridges, atomizers, e-liquids, coils, RBA, and clearance items are final sale and are not covered by our 30-day return policy and warranty.• Please contact Joyetech USA's customer service department to request a Return Authorization Application (RMA) before returning your order to usAny unauthorized products that are sent to us will be refused for refund.• Customer assumes all costs in shipping items back to Joyetech USA IncWe encourage customers to ship their return packages with trackingWe are not responsible for returned items that are damaged or lost in transit.• Approved refunds do not include shipping expenses.• There is a 15% restocking fee for all returned itemsAll shipping expenses are non-refundable.Best RegardsJoyetech USA

Greeting Revdex.com officer:
Joyetech USA
is one of many Joyetech product distributors in U.S, All Joyetech
products directly purchased from Joyetech USA's official
online store
(http://wwwjoyetech.us), except consumables and rebuildable products, are
covered by warranty for a standard days from the date of purchase
("warranty period").
Joyetech USA
warranty responsibility is limited and separated from the manufacturerIf the
customer did not purchase from www.Joyetech.us, please contact the local store
that the customer have purchased from for warranty
As *** *** * *** mentioned in his/her complaint, the device are purchased from a local store, *** *** * *** have to go back to the local store where he/she purchase this device, get
warranty from the local store
Best Regards
Joyetech USA

Dear Customer,
First and foremost, on behalf of Joyetech USA, we would like to sincerely apologize for any inconveniences this incident may have caused you, and for the last auto reply email sent by one of our employee who is taking maternity leave
I can see how you are upset and frustrated by the customer service representative, and I apologize that your case has not been handled successfully, since the related employee failed to report this to her supervisorAs the HR Specialist for Joyetech USA Inc, I promise that we have conducted investigation and taken proper action to improve our customer service qualityThe behavior of the related CS representative will not be tolerated; appropriate action has been taken and official warning notice has been given to the related representativeWe sincerely thank you for bringing this to our attention; and we have begun putting a comprehensive plan in place to train our employees, in order to provide better and more efficient service for all of our valued customers
Please accept my sincere apologies and please rest assured this issue has been taken care of and will not occur againAlso, please kindly send us your contact information at your earliest convenience, and to provide us an opportunity to offer you a new device and refund your money to express our deepest apology for the related CS representative's inproper behavior(We tried to contact you via the phone number provided by Revdex.com as soon as we received your complaint, but unfortunately the phone number cannot be reached. )
Nothing is more important than regaining your trustAll of us here at Joyetech USA Inchope you will give us the opportunity to serve you again soon and provide you with a positive Joyetech experience you have come to expect from usShould you have any question, please do not hesitate to email me at *** or call me at *** at anytimeThank you very much
Sincerely,
*** ***
Joyetech USA Inc
HR Specialist

We have checked this issue, the customer never bought the device directly through Joyetech USA
They will have to contact the manufacturer directlyThe email address for the manufacturer and their customer service team is [email protected]
Also, we will recommend to either
speak with the retailer where this device was purchased from, or the manufacturer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have been extremely cooperative with Joyetech USA and agreed to their resolution when their manager *** reached out to me, however Joyetech Vince are being deceptive and shadyVince asked me to return the defective device which I agreed to do so on the condition that they send me a prepaid shipping label and send me a replacementVince emailed me asking for the status of shipment, implying that I pay for it and I emailed *** telling him I didn't receive a prepaid label and instead of responding to my email he replied to this claim with a lie. Instead of sending me a prepaid shipping label and admitting to their mistake they are now lying and I am requesting they show proof of having sent one in the first placeThe replacement device they sent me is a different model than what they promised me they were going to send, an istick 30wI sent them an image of what I received and you can see that they switched the product they were going to send me with a different box, extremely shady! I encourage the Revdex.com to look at the self incriminating evidence Joyetech submitted, the photos I sent them in good faith yesterdayI attached a photo of what the new device that was supposed to be sent to me looks from the backAs you can see the box and device are different, they did a bait and switch.
Joyetech and its manager *** are not acting in good faith at all

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I went to the store where product was purchased and the salesperson told me to contact manufacturerThe store does not offer refunds or exchanges nor do they repairI don't know if store bought from joyetech us since they would not provide me with informationAfter numerous emails over three weeks, I got a response to send device to joyetech us in Irvine, caSo, my device is own its wayThe device is under warrantyMy complaint started early January, right after it brokeThe manufacrurer did not answer my emails until recenty, which the long delay has counted days off the warrantyI personally feel that joyetech does this deliberatly so they can exhaust warrantySo, joyetech US, fix my device or send me new onDevice is enroute via USPS to you
Regards,
*** ***
I went to the store at mall where product was purchasedThe salesperson said I had to contact manufacturer

Dear Revdex.com officer,
Joyetech USA is one of many Joyetech product distributors in U.S, All Joyetech products directly purchased from Joyetech USA's official online store
(http://wwwjoyetech.us), except consumables and rebuildable products, are covered by warranty for a standard days from the date of purchase ("warranty period").
Joyetech USA warranty responsibility is limited and separated from the manufacturerIf the customer did not purchase from www.Joyetech.us, please contact the local store that the customer have purchased from for warrantyAs Mr*** mentioned in his complaint, he purchased his device in a local store *** *** ***, our CSR explained our warranty policy to Mr***, we suggest Mr*** go back to the local store where he purchase his device, get warranty from the local store
Best Regards
Joyetech USA

Dear Revdex.com Officer,
class="MsoNormal" "margin-bottom: 0.0001pt;">Joyetech USA Inc is one
of many Joyetech distributor's in U.S., All Joyetech products directly
purchased from Joyetech USA's official online store (http://wwwjoyetech.us),
except consumables and rebuildable products, are covered by warranty for a
standard days from the date of purchase ("warranty period"). Our
warranty responsibility is limited and separated from the manufacturerIf you
did not purchase from www.Joyetech.us, please contact the store that you have
purchased from for warrantymore detail please refer to http://www.joyetech.us/warranty-terms
Furthermore, *** did not discontinued this iStick 50W, this
model still selling on http://www.***us.com/istick-50w-variable-wattage-device.html
As Mr*** indicated in his email, he brought his device from
a local store, Our customer Service
Representative emailed Mr*** explained this circumstances, we also left a
voice message to Mr ***'s cell phone, if Mr*** have any further
assist we are more than happy to explain
Regards,
Joyetech USA

Dear
Revdex.com officer,
"line-height:115%">Joyetech USA is one
of many Joyetech product distributors in U.S, All Joyetech products
directly purchased from Joyetech USA's official online store (http://www
joyetech.us), except consumables and rebuildable products, are covered by
warranty for a standard days from the date of purchase ("warranty
period").
Joyetech USA
warranty responsibility is limited and separated from the manufacturerIf the
customer did not purchase from www.Joyetech.us, please contact the local store
that the customer have purchased from for warranty
we checked our
retail online sale data base, we didn't find any purchase order with Mr/Mrs
*** ***Our customer service representative called Mr/Mrs *** ***,
find out that Mr/Mrs *** *** bought his/her eVic VT in a local
store, our CSR explained our warranty
policyMr/Mrs *** ***should go back to the local store where he purchase
his device, get warranty from the local store
Best Regards
Joyetech USA

Dear Revdex.com officer,Joyetech USA is one of many Joyetech product distributors in U.S, All Joyetech products directly purchased from Joyetech USA's official online store (http://wwwjoyetech.us), except consumables and rebuildable products, are covered by warranty for a standard days from the
date of purchase ("warranty period"). Joyetech USA warranty responsibility is limited and separated from the manufacturerIf the customer did not purchase from www.Joyetech.us, please contact the local store that the customer have purchased from for warranty.As Mr*** mentioned in his complaint, he purchased his device in a local store *** *** ***, our CSR explained our warranty policy to Mr***, we suggest Mr*** go back to the local store where he purchase his device, get warranty from the local storeBest RegardsJoyetech USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was traveling and busy over the weekend and I did not see the prior message before expiration of my claim.I'm sorry, but they lied in the response because they said via email attached screenshot that they could only provide one return shipping label, so I marked the package Refused, Return to Sender several weeks ago and they have not credited my account for any portion of my orderNow they will claim that because I didn't track it and pay for shipping tracking that they have no proof that I returned itI am amazed that they stoop to this level for such a low value item.If there is no way to add this to the ongoing complaint and re-open, then my complaint with you is that days is not enough.** ***
Regards,
*** ***