Joyetech USA Inc

Dear Revdex.com Officer,
Our Customer Service representative have been try to contact Miss *** *** a few times to explain our policy and see any best help we could offer, we called Miss *** *** and left messages, unfortunately our calls never went through and never got any call back from Miss *** ***.
Again, Joyetech USA Inc is one of the many Joyetech product distributors in US, we are not the Joyetech manufacturer, 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 warrantyAll 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").
Regards
Joyetech USA Inc

Dear Revdex.com Officer,
","sans-serif"
background:white>We are Joyetech USA Inc, the official US distributor (or re-seller) of
Joyetech productsWe are not the manufacturer JoyetechThe manufacturer is Joyetech
and they are located in China and their website is www.Joyetech.com. There are many of distributors of Joyetech products in the USATo get the warranty fulfilled, the customer must take the product back to the store it was purchased from and the store is supposed to send it back to their Joyetech distributor for warranty purposes if it's within the day manufacturer warrantyIf the store refuses, the customer can ask for the store's distributor's info (contact #) and contact them directly for warranty purposesIf any customer buys directly from us (www.Joyetech.us), we will always be happy to help! If the customer can't get the distributor's information to contact them, they can contact Joyetech the manufacturer directly by filling out the product service form on Joyetech.com (the manufacturer's website), or email them at [email protected] , and customer service from Joyetech HQ will get back to them about what to do and where to send it in for warranty replacement.
We've checked our online store records
database, unfortunately we didn't find Mr[redacted] order, our customer service representative called Mr Miller and explained our warranty policy and refer the proper way to get Mr[redacted] device warranted
Best Regards
Joyetech USA

We see that the customer bought from a dristributor that Joyetech USA does not distribute to. However, the customer will need to contact the manufacturer directly at I believe [email protected].

Dear Revdex.com officer, Our Customer Service Representative talked and explained with Mr.[redacted],  
Unicode","sans-serif";
mso-fareast-font-family:SimSun;mso-fareast-theme-font:minor-fareast;color:#2B2E2...⇄ /> mso-ansi-language:EN-US;mso-fareast-language:ZH-CN;mso-bidi-language:AR-SA">W...⇄ /> will be refunding the remaining balance of 8.57 for Mr.[redacted]'s order
#[redacted].However, Mr. [redacted] used the item, and returned it. This will be a one time exception per our policy:
• You may return your order within 30 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.
• Customer assumes all costs in shipping items back to Joyetech
USA Inc. We encourage customers to ship their return packages with tracking. We
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 items. All
shipping expenses are non-refundable.
• The customer is responsible for any return fees incurred from
customs and/or the carrier to have an order shipped back to us.
Please let us know if you have any further questions. We will be
happy to assist you.
Kindly, 
Joyetech USA Inc.

Dear Revdex.com Officer, 
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://www. joyetech.us),
except consumables and rebuildable products, are covered by warranty for a
standard 90...

days from the date of purchase ("warranty period"). Our
warranty responsibility is limited and separated from the manufacturer. If you
did not purchase from www.Joyetech.us, please contact the store that you have
purchased from for warranty. more detail please refer to http://www.joyetech.us/warranty-terms.
Furthermore, [redacted] did not discontinued this iStick 50W, this
model still selling on http://www.[redacted]us.com/istick-50w-variable-wattage-device.html.
As Mr. [redacted] indicated in his email, he brought his device from
a local store, Our customer Service
Representative emailed Mr. [redacted] explained this circumstances, we also left a
voice message to Mr [redacted]'s cell phone, if Mr. [redacted] have any further
assist we are more than happy to explain.
Regards,
Joyetech USA

Dear Revdex.com Officer,Our Customer Service representative have been try to contact Miss [redacted] a few times to explain our policy and see any best help we could offer, we called Miss [redacted] and left messages, unfortunately our calls never went through and never got any call back from Miss [redacted]. Again, Joyetech USA Inc is one of the many Joyetech product distributors in US, we are not the Joyetech manufacturer, Joyetech USA
warranty responsibility is limited and separated from the manufacturer. If the
customer did not purchase from www.Joyetech.us, please contact the local store
that the customer have purchased from for warranty.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 90 days from the date of purchase
("warranty period"). RegardsJoyetech USA Inc.

Dear [redacted], Thank you so much for sending this over. It seems the order in question, we had let the customer know that there was no issues with the shipping. Our pictures and the weight of the product shows that the items were sent. When the customer informed us that he did not receive...

it, we did ask for a picture of the package to see if the package was damaged. He was unwilling to provide that information. We did offer to send out the eLiquid that he was missing but we did not hear back from this customer.     Sincerely,[redacted]W-([redacted]) [redacted]ext. [redacted]Skype: [redacted]Wholesale/Retail Supervisor

Dear Revdex.com officer,Joyetech
USA is one of Joyetech products distributors in USA, we provide a 90 day warrenty on all Joyetech products directly purchased from Joyetech USA's official online store (http://www. joyetech.us).As Mr. / Mrs. [redacted] mentioned in the complaint, Mr. / Mrs....

[redacted] purchased the device from a local retailer, however, the local retailer should take care of  Mr. / Mrs. [redacted]'s device. our customer representative called Mr. / Mrs. [redacted] this morning and explained our policy. hope Mr. / Mrs. [redacted] could understand our return/warrenty policy, hope the local retailer would take good care of  the device.RegardsJoyetech USA

We have been in contact with this customer. When the customer first ordered with us we sent a verification email to him in which he responded. We also show in our system the customer was notified when the order was purchased. The customer confirmed the order via email (as shown in the attachment)...

and the order was sent out. The customer a few weeks later contacted us wanting to return the item to us. We went ahead and issued him a prepaid shipping label. The customer did not print the label out in time and it did expire. When a customer places an order with us, they agree to our terms of service. Per our terms of service, if a customer no longer wants a device, and it is unused they can ship it back for a refund minus a 15% restocking fee. The customer was unhappy with this. We offered to pay for the shipping twice for this customer to return it back to us and he still was unhappy. We have no evidence from this customer that he contacted us to cancel. We do have email evidence (attached) saying he thought our email was from the other company that he had ordered from.If the customer wanted to cancel the items before shipment we would of course done so. If the customer informed us when he received the tracking that he wanted to cancel we would of sent a return label immediately. The customer was notified of this order, personally confirmed this order with management, received tracking for this order. We have offered several times that he can return the item to us for a refund minus the 15% restocking fee. The customer has stopped contact with us and has not sent the item back. Customer still has the items he purchased from us. Attached you will find the initial confirmation email that our supervisor sent to the customer which he responded to. The 2nd document is a text format of the entire conversation after the customer was informed of the 15% restocking fee. The 3rd is the screen shot from the customers order listed in the email but we were unable to place in the text document.

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://www. joyetech.us), except consumables and rebuildable products, are
covered by warranty for a standard 90 days...

from the date of purchase
("warranty period"). 
Joyetech USA
warranty responsibility is limited and separated from the manufacturer. If the
customer did not purchase from www.Joyetech.us, please contact the local store
that the customer have purchased from for warranty.
As [redacted] mentioned in his/her complaint, the device are purchased from a local store, [redacted] have to go back to the local store where he/she purchase this device, get
warranty from the local store.
Best Regards
Joyetech USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
so based on what im readying. the company isnt going to stand behind there product? and they can care less of the safety of there customers while using there product? I am outraged that this is how they do business. regardless of a warranty I would like a FULL complaint filed against there company and there products . and I want everyone to know that there products  BLOW UP IN PEOPLES HANDS AND THEY DO NOT CARE.
Regards,
[redacted]

I Believe Mr. [redacted] is confused.  The order that is corresponding with this complaint is order #[redacted] Totaling $33.68. Attached is the proof that the package was not refused but delivered. For this complaint, the order listed on this complaint the customer has the product still and we have not received it back from the customer.

Dear Revdex.com Officer,We are Joyetech...

USA Inc, the official US distributor (or re-seller) of
Joyetech products. We are not the manufacturer Joyetech. The manufacturer is Joyetech
and they are located in China and their website is www.Joyetech.com. There are many of distributors of Joyetech products in the USA.To get the warranty fulfilled, the customer must take the product back to the store it was purchased from and the store is supposed to send it back to their Joyetech distributor for warranty purposes if it’s within the 90 day manufacturer warranty. If the store refuses, the customer can ask for the store’s distributor's info (contact #) and contact them directly for warranty purposes. If any customer buys directly from us (www.Joyetech.us), we will always be happy to help! If the customer can't get the distributor's information to contact them, they can contact Joyetech the manufacturer directly by filling out the product service form on Joyetech.com (the manufacturer's website), or email them at [email protected] , and customer service from Joyetech HQ will get back to them about what to do and where to send it in for warranty replacement. We’ve checked our online store records
database, unfortunately we didn't find Mr. [redacted] order, our customer service representative called Mr Miller and explained our warranty policy and refer the proper way to get Mr. [redacted] device warranted.  Best RegardsJoyetech 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://www.
joyetech.us), except consumables and rebuildable products, are covered by
warranty for a standard 90...

days from the date of purchase ("warranty
period"). 
Joyetech USA
warranty responsibility is limited and separated from the manufacturer. If 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. [redacted]
 [redacted]. Our customer service
representative called Mr. [redacted]  [redacted],
find out that Mr. [redacted] bought his eLeaf 50W in a local store,  our CSR explained our warranty policy. Mr.
[redacted] should go back to the local store where he purchase his device, get
warranty from the local store.
Best Regards
Joyetech USA

We have checked this issue, the customer never bought the device directly through Joyetech USA. They will have to contact the manufacturer directly. The 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from the company is untrue.  They never said they would ship the item in question. They told me they would give me 10% off a future order. I told them there would be no more orders from their company. That is when I contacted the Revdex.com. I find it kind of funny that I receive a call from them today, 2/22/17, that they would send the item if I wanted. I told them no thanks, and will be telling anyone to stay away from this company.  Thank you to the Revdex.com for your time and effort in this complaint. 
Regards,
[redacted]

Dear Revdex.com officer,
Our customer service representative have been tried to reach out Mr/Mrs [redacted] with 413-537-9735 many times, we also left a voice message to Mr/Mrs [redacted], unfortunatly, Mr/Mrs [redacted] 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://www. joyetech.us),
except consumables and rebuild-able products, are covered by warranty
for a standard 90 days from the date of purchase ("warranty
period"). 
Joyetech USA warranty
responsibility is limited and separated from the manufacturer. If the customer
did not purchase from www.Joyetech.us, please contact the local store that the
customer have purchased from for warranty.RegardsJoyetech USA Inc.

Dear Revdex.com officer,
Joyetech
USA is one of Joyetech products distributors in USA, we provide a...

90 day warrenty on all Joyetech products directly purchased from Joyetech USA's official online store (http://www. joyetech.us).
As Mr. / Mrs. [redacted] mentioned in the complaint, Mr. / Mrs. [redacted] purchased the device from a local retailer, however, the local retailer should take care of  Mr. / Mrs. [redacted]'s device. our customer representative called Mr. / Mrs. [redacted] this morning and explained our policy. hope Mr. / Mrs. [redacted] could understand our return/warrenty policy, hope the local retailer would take good care of  the device.
Regards
Joyetech USA

December 18, 2014   Dear [redacted] First and foremost, on behalf of Joyetech USA, we would like to sincerely apologize for any inconveniences this incident may have caused you.  The president of Joyetech...

USA was notified shortly after the first fraudulent complaint occurred.  Immediately, he instructed our IT/SEO team to fix the problem. Money was not a concern. The main focus was to resolve the problem as soon as possible.  The first proposal,  from the IT/SEO team, was to contract McAfee to scan our site. The cost for this project was $30,000.00USD. Our president approved it instantly. As time passed, more and more complaints came in. We approached the IT/SEO team to get a status update. At the time,  they were "looking for lower cost solutions".  Every week,  more complaints came in and seems like the IT/SEO team was not able to resolve the problem. We can't understand why the IT/SEO team would not work with McAfee, they were also not following our president's wishes.  Finally we decided to layoff the complete IT/SEO team. Now Joyetech USA is outsourcing our IT/SEO department. We also took new measures to build a new website from scratch, moved the website to a new hosting company and have contracted a web security advisor. We here at Joyetech USA are very appreciative of our consumers and will take any necessary measures to protect the confidentiality of our consumers information. Please rest assured this issue has been taken care of and will not occur again. Thank you very much Sincerely,     [redacted] Joyetech USA Marketing Manager

Dear Customer,First of all, we Joyetech USA Inc. would like to sincerely apologize for any inconveniences this incident may have caused you. Our technical support team tested the eGo One tank you sent us and confirmed it was not a defective device. According...

to our terms and conditions, unfortunately we do not issue refund forany item purchased from a third party retailer. However, we failed to follow up with you regarding your return and exchange request, since the customer service representative who handled your return request was no longer with Joyetech USA Inc..Per the conversation with you over phone, in order to express our deepest apology and to retain your confidence and good will, we've sent you a new device, and hope you will receive it soon and enjoy it. Thank you for bring this to our attention so that we can continue improving our customer service quality to achieve higher level of satisfaction. Nothing is more important than regaining your trust. All of us here at Joyetech USA Inc. will continue to provide you with a satisfying experience you have come to expect from us. Should you have any questions or comments, please do not hesitate to contact us.Sincerely,[redacted] [redacted]Customer Service Department  Joyetech USA Inc.