Smart Smoke, Inc

I have used this product for seven months and have had nothing but problems. Starting with the rude staff whom don't try and answer consumer questions to the product itself. I have gone through 3 chargers and 4 batteries, and that is I'm 7 months. Total 120.00 dollars, and cartridges run out faster than other e cigarets. They have tried to improve them. In seven months they have had different models of all of their stuff. Chargers, batteries, and cartridges. When you have a issue with the older model you have they don't have any concern and say "it's been 30 days buy a new one" . The staff sorts through the old and gives you the latest, but the poor person after had no idea and buys the old stuff. This seems wrong and I think this needs to be monitored. So much money goes to them and they don't care. They are in for the money and that is obvious.

The product does not last as promised, defects are too common and they tell you its your fault their product doesn't work.

Review: Smartsmoke has delivered products to me (nicotine cartridges) Knowing they do not work. They have admitted that they know about it and they intend to fix these cartridges in the future but would do nothing about the 52 dollars worth of useless product.Desired Settlement: Full refund of the monies spent on useless product

Business

Response:

Mr. [redacted] sent an email to customer service regarding two Omega SmartCarts in his bottle of ten that were not producing vapor. A reply email was sent right away explaining to Mr. [redacted] how to check the pin connection between the battery and cartridges, as there is a possibility they can shift post production during shipping or due to an action of the customer. They are not defective, but may simply need a slight adjustment. It is quite rare but can happen and can be fixed very easily. He was also instructed to call in to talk to a customer service representative if he had further concerns regarding the issue or if he would like us to walk him through the adjustment process.

Review: I puchased a Smart Smoke, Omega 2, on May 1st 2013, and by May 15th, it no longer worked. Through normal use, the push button activator had receded into the unit and was no longer accessible. I returned the Smart Smoke back to the location where I purchased and was told I was required to mail it into the corporate office for warranty repairs. Since I was already in Spokane, I asked if I could deliver it in person, since the corporate office is in Spokane, and was told no...I had to mail it in. I was called the next day (after mailing it) and was told that they would not warranty it because it had dents. It had absolutely no dents!I believe this is why they make you mail it! As far as I'm concerned, this company lacks principle and integrity, and by the looks of their reviews after being in business only 3 years, they are a SCAM! Their warranty is useless, their product obviously lacks quality..while being at the top end of their market in price, and they are very dishonest! I do have pictures prior to shipping, as I read their reviews when I started having problems, and when told it was dented, asked them to send me photo's or ship it back...of course the answer was no. These guys wont be in business long.Desired Settlement: Refund or replacement- with an honest warranty!

Business

Response:

Re Case # 9552843

To whom it may concern:

Ms. [redacted] contacted our customer service department May 17, 2013 to request a warranty case number for her Omega2 Battery purchased May 1, 2013. Our warranty department received and inspected her battery May 21, 2013.

Upon inspection the findings of the warranty department were that the battery is no longer functioning due to separation of the battery at the center ring (where the button is). This type of damage is consistent with batteries that have sustained undue force to the center joint and is not a Manufacture Defect. There is also a significant dent in the center and gouges on the end cap showing further evidence of damage.

According to Smart Smoke Warranty stipulations;

‘This warranty is limited to manufacturer defect only; to be determined by Smart Smoke, Inc. Other problems resulting from actions such as, but not limited to, abuse, neglect, or loss are specifically not covered under any Smart Smoke warranty, expressed or implied. Proper diagnosis and testing must be performed by the Smart Smoke warranty facility before any replacement can be given. Diagnosis and testing requires approximately 24-72 hours.. ..All shipping charges incurred in returning the product to the warranty facility shall be the sole responsibility of the customer.. ..All warranty items either repaired or replaced will be shipped out via our Free Shipping method (USPS First Class Mail) unless expedited shipping is paid for by the customer. If part(s) sent in for replacement are found in fact to not be a manufacturer defect, customer shall be responsible for shipping charges incurred to return said part(s).”

In the interest of customer service, Ms. [redacted] was offered 50% off the price of a replacement battery. She declined as she was not satisfied with the warranty department’s decision and had requested to speak with a manager.

I spoke with Ms. [redacted] on May 23, 2013 at approximately 2:30pm PST. I went over the warranty department’s finding with her again, and informed her that due to the condition as per the warranty department’s inspection it is not a Manufacture Defect and is not eligible for warranty replacement. I then offered her 55% off the cost of a new battery and she accepted, requesting we include the old battery in her shipment. I informed her that we would be more than

happy to honor her request. She also indicated she had some pictures of the condition of her warranty battery before shipment and I told her if she emailed them to me, I would be sure to include them as documentation in her warranty case. We have yet to receive an email with the picture attachments.

Respectfully,

Customer Service Manager Smart Smoke, Inc.

As far as E-Cigarettes go, the [redacted] is by far the best one I've owned. Excellent vape, battery life and styling. I like it over the [redacted] several other brands I've had and I prefer to buy local and support local business. Sadly its also quite fragile. I've purchased 8+ of these in the past 18 months and all have failed on me. Several were my own fault and the rest failed outside the warranty but my last one failed well within the warranty on a Sunday. I have to wait until monday, call customer support, send it in, and wait for a repair or replacement which may or may not be approved depending on whether or not they determine it was a product failure or user abuse. This sort of support is brilliant for profitability as my choice is either suffer withdrawals for a couple days or spend more money and buy a new one. I have been a huge fan of this local business and recommended it to every smoker I know. 6 of my coworkers and 4 of my family members all smoke smart now but I can no longer support or stand behind a product that puts me in this position. Farewell Smart Smoke