My name is Jason White and I am the owner of Vape Aloud!. I personally interacted with Mr. [redacted] [redacted] and I am the "CSR" referenced in his complaint. For the remainder of this response, in accordance with the Revdex.com's request to "not include any information that personally identifies...
your customer', I will refer to Mr. [redacted] as 'the customer'.On 1/16/2017, the customer filed a defective product claim for a Tesla Stealth device and one of my employees replaced the device without question and at no cost to him; retail cost to my shop was $59.99 (please see receipt# [redacted]). Less than two weeks later the customer filed a second similar complaint with a different employee of mine and at that point the issue was escalated to me.I have audited the customer's full history of receipts, which dates back to his first purchase on 11/1/2016, and I have found that the customer never purchased the item in question from my store. The two hardware purchases on record for this customer are for different devices (please see receipts# [redacted] & [redacted]). To date, the customer has not complained about any functionality in regards to the two pieces of hardware that he actually purchased from us. That said, vape Aloud!considers safety a paramount value, right alongside successful transition from cigarettes, and so I fully tested his product over the course of two days to see if there was any defect or malfunction.The product in question, a "Tesla Stealth" mod, was tested across most, if not all, aspects of operation and was found to be free of defect. The device was tested over 2 days and not only did it function correctly, but also it's safeguards performed 100% properly in all tests in that:1- when the device was plugged in it would not activate when the button was pushed.2- when the device was activated by pushing and holding the button, the device would automatically cut off after 8 seconds even if the button continued to be held down beyond 8 seconds.When the customer first approached me with his issue he expressed concern by stating "There are kids in the house and I can't have this type of problem around them." Again, I took this safety concern very seriously and showed him the multiple safeguards including how the device automatically shuts off after 8 seconds in the event the button is accidentally held down for an extended period of time. The only use case that seemed apparent was that someone may have been pushing the button down repeatedly, again and again, until the device got so hot it smoked (normally these devices produce vapor and not smoke). I asked if perhaps one of the children may have gotten a hold of it and at that point the customer got upset and stated that no children were present at the time of the incident. When I prodded further the customer changed his story and stated that in fact there were no longer any children in the house. In the Revdex.com complaint there is no mention of children, but instead there is a claim that I blamed this issue on his "pets". Please know that "pets" were never entered into discussion between the customer and myself.Unfortunately, I was unable to find any defect in the device and ultimately the customer acquiesced that the product appeared to be functioning properly. However, the customer was still unsatisfied with the appearance of the device (it had a juice stain on it) and asked if I could just send the item back to the manufacturer and give him a new one. I stated that I would not be replacing the item for him under these circumstances.Despite this issue, I would like to take a step back and add that I feel honored to have been of service to the [redacted] community for the past 3 & 1/2 years. We are very proud of how many customers we have helped to successfully reduce and completely stop their cigarette intake for a much less harmful alternative. When I need a reminder of why I'm doing this, I read my facebook reviews page ([redacted]), but my feeling of success is at its peak when Iencounter a (former) customer somewhere like a grocery store and they tell me they have quit both cigarettes and vape products alike.I appreciate the Revdex.com'S role in helping ensure customers are not taken advantage and treated fairly! In this case, however I hope you find that Vape Aloud! has acted respectfully, ethically, and professionally despite not reaching to an accord with this customer.Please let me know if I need to respond further, or if you have any further questions, in this regard.Sincerely,Jason WhiteOwnerVape Aloud!
I have reviewed the response offer 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.
To Whom It May Concern:Here is the purchase receipt from Vape Aloud showing that I did indeed purchasedthe product.Thanks for your time.[redacted]###-###-####
The item in question is a Tesla Stealth kit. I have audited the customer’s full history of receipts, which dates back to his first purchase on 11/1/2016, and I have found that the customer never purchased the item in question from my store. On 1/16/2017 however, the customer filed a defective product claim with Vape Aloud! for his Tesla Stealth device and without verifying an original purchase, we replaced the device in good faith, without question and at no cost to him; retail cost to my shop was $59.99 (please see receipt# [redacted]). Less than two weeks later the customer filed a second similar complaint and it was at this point the issue was escalated to me.
My name is Jason White and I am the owner of Vape Aloud!. I personally interacted with Mr. [redacted] [redacted] and I am the "CSR" referenced in his complaint. For the remainder of this response, in accordance with the Revdex.com's request to "not include any information that personally identifies...
your customer', I will refer to Mr. [redacted] as 'the customer'.On 1/16/2017, the customer filed a defective product claim for a Tesla Stealth device and one of my employees replaced the device without question and at no cost to him; retail cost to my shop was $59.99 (please see receipt# [redacted]). Less than two weeks later the customer filed a second similar complaint with a different employee of mine and at that point the issue was escalated to me.I have audited the customer's full history of receipts, which dates back to his first purchase on 11/1/2016, and I have found that the customer never purchased the item in question from my store. The two hardware purchases on record for this customer are for different devices (please see receipts# [redacted] & [redacted]). To date, the customer has not complained about any functionality in regards to the two pieces of hardware that he actually purchased from us. That said, vape Aloud!considers safety a paramount value, right alongside successful transition from cigarettes, and so I fully tested his product over the course of two days to see if there was any defect or malfunction.The product in question, a "Tesla Stealth" mod, was tested across most, if not all, aspects of operation and was found to be free of defect. The device was tested over 2 days and not only did it function correctly, but also it's safeguards performed 100% properly in all tests in that:1- when the device was plugged in it would not activate when the button was pushed.2- when the device was activated by pushing and holding the button, the device would automatically cut off after 8 seconds even if the button continued to be held down beyond 8 seconds.When the customer first approached me with his issue he expressed concern by stating "There are kids in the house and I can't have this type of problem around them." Again, I took this safety concern very seriously and showed him the multiple safeguards including how the device automatically shuts off after 8 seconds in the event the button is accidentally held down for an extended period of time. The only use case that seemed apparent was that someone may have been pushing the button down repeatedly, again and again, until the device got so hot it smoked (normally these devices produce vapor and not smoke). I asked if perhaps one of the children may have gotten a hold of it and at that point the customer got upset and stated that no children were present at the time of the incident. When I prodded further the customer changed his story and stated that in fact there were no longer any children in the house. In the Revdex.com complaint there is no mention of children, but instead there is a claim that I blamed this issue on his "pets". Please know that "pets" were never entered into discussion between the customer and myself.Unfortunately, I was unable to find any defect in the device and ultimately the customer acquiesced that the product appeared to be functioning properly. However, the customer was still unsatisfied with the appearance of the device (it had a juice stain on it) and asked if I could just send the item back to the manufacturer and give him a new one. I stated that I would not be replacing the item for him under these circumstances.Despite this issue, I would like to take a step back and add that I feel honored to have been of service to the [redacted] community for the past 3 & 1/2 years. We are very proud of how many customers we have helped to successfully reduce and completely stop their cigarette intake for a much less harmful alternative. When I need a reminder of why I'm doing this, I read my facebook reviews page ([redacted]), but my feeling of success is at its peak when Iencounter a (former) customer somewhere like a grocery store and they tell me they have quit both cigarettes and vape products alike.I appreciate the Revdex.com'S role in helping ensure customers are not taken advantage and treated fairly! In this case, however I hope you find that Vape Aloud! has acted respectfully, ethically, and professionally despite not reaching to an accord with this customer.Please let me know if I need to respond further, or if you have any further questions, in this regard.Sincerely,Jason WhiteOwnerVape Aloud!
I have reviewed the response offer 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.
To Whom It May Concern:Here is the purchase receipt from Vape Aloud showing that I did indeed purchasedthe product.Thanks for your time.[redacted]###-###-####
The item in question is a Tesla Stealth kit. I have audited the customer’s full history of receipts, which dates back to his first purchase on 11/1/2016, and I have found that the customer never purchased the item in question from my store. On 1/16/2017 however, the customer filed a defective product claim with Vape Aloud! for his Tesla Stealth device and without verifying an original purchase, we replaced the device in good faith, without question and at no cost to him; retail cost to my shop was $59.99 (please see receipt# [redacted]). Less than two weeks later the customer filed a second similar complaint and it was at this point the issue was escalated to me.