Volcano Fine Electronic Cigarettes

Aloha To Whom it may Concern,This Customer made initial contact through our email support on 11/27/he was given troubleshooting tips and tricksOn 11/28/he was called through our phone support to get a better understanding of what was going on with his deviceIn the end though our policy states that heating elements are not covered under our warranty, on 11/28/a replacement heating element was sent out to himThe Customer seemed satisfied with this resolution

Complaint: [redacted] I am rejecting this response because: The warranty should be CLEARLY stated in the product description, not hidden somewhere on their websiteIt seems like a shady operation not stating this on the product page Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Aloha,On November 28, the customer made an order on our siteOn November 30, after receiving an email containing the tracking number for her order she sent us an email (after our business hours) notifying us that the shipping address for her order was incorrectFirst thing on December 1, we contacted USPS to see if we could get the address changed for her however USPS informed us that we would not be able to make the change We contacted the customer via phone and email to inform her of this however she didn't call us back or respond to our email until December 06, 2016.Call to: +(808) ***-9210Time of call: December 01, 09:40:AM Called by: Alison"CrystalDec 09:amAloha Marie,I have an agent reaching out to you to get this resolved as soon as possible.If you have any further questions or concerns please feel free to contact usMahalo Crystal""Marie P***"Dec 08:amI have not received the vape fluid that I ordered, it is very lateIt was sent to the wrong addressI am going to dispute the bill and look for a new vape companysorry but this is your fault, your computer coding error that saved addresses can not be deleted and reset improperlyYou have had plenty of time to send me my orderI am out of vape fluid and pissed."She stated that the error is a coding issue on our websiteHowever looking into her account, she has the incorrect shipping address as the default billing and shipping address on her accountWhen I look at her order I can see that she altered the billing address to the correct billing address but the shipping address remained the incorrect address (please see attachments) If this was an error on our part we would have been more than happy to resend her orderWe even attempted to fix this for her by contacting USPSAt this point we did all that we could to rectify this for the customer within our means and policies

Crystal our Customer Service Manager has reached out to the customer via phone and the customer will be coming to our [redacted] location later today to get the correct coilsThe District Manager has been informed and will coach the associates and Managers on how to properly handle these situations

Subject: my complaint to Revdex.com Complaint ID # [redacted] 1This is the conclusion: “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.”The whole problem is they did not address the issues in the complaint

We have reached out to this customer multiple times, however it doesn't seem she wants to work with us to resolve this matter. She initially contact us on July through our email support system explaining the issues she was havingOn the same day we contacted back through the email support
offering troubleshooting adviceOn July she replied stating she would forward the information to her grandson and if that the troubleshooting advice did not work she would be contacting the Revdex.comWe had no way of knowing that the advice we gave her did or did not workOn Dec we reached out to her via email to offer support on Dec she replied with "I don't know why after all this that you want to "support" himWhen I first contacted you people in about a month after purchasing and you refused to replace anything, at that time you provided this long list of things that you said would helpI gave it to him and we sat and talked about it and as he reviewed it, he said he had done all of those things you require for "troubleshooting"I don't understand after almost six months you want to "support" himBy this point I don't know if he wants to be bother, but since I was the one who paid over $for all I bought, I thought you ought to be accountable for your productsI told the person I spoke with at Volcano back in July, that I was going to report you to Revdex.com and I feel that is the only reason that you want to "support" us nowSo can you tell me how you want to "support" him now? *** ***"we replied on the same day"My name is *** and I am the Customer Service Manager here at Volcano E-cigsYou contacted us back on July where you corresponded with *** ***You explained the issues that your grandson was having with his device, the customer service agent responded the same day with troubleshooting tips and tricksOn July you replied that you would have your grandson attempt the troubleshooting advice, you also stated that if it didn't work that you would contact the Revdex.com instead of contacting us to further assist youSo we had no way of knowing whether or not the troubleshooting advice helpedWe are requesting to speak to your grandson because he is the one who is using the device, so we can get a better idea on how to fix this issueIf you had contacted us after the troubleshooting advice did not help we would have been more than happy to assist you furtherThe agent stated that heating elements are not covered under our warranty and that is why we wouldn't be able to send a replacement, we would have been more than happy to come to a resolutionWe would still like to speak to your grandson to offer further supportIf you could provide a contact number or have him call us at *** if he is unable to reach a live representative please be sure to leave your name and number and we will call back right away."Again we had no way of knowing whether the troubleshooting advice worked or not, if they had contacted after the tips didn't help we would have been more than happy to give further assistanceWe did explain that the heating coils (tank) is not covered under the warranty which is why we wouldn't be able to send out a direct replacementIf the customer is stilling willing to work with us we would like to get this matter resolved

From: *** *** [mailto:***] Sent: Monday, December 01, 5:PM To: Info Subject: ID *** I was contacted by Volcano and am satisfied with the outcome and their quick response*** ***
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: The warranty should be CLEARLY stated in the product description, not hidden somewhere on their website. It seems like a shady operation not stating this on the product page.
Sincerely,
[redacted]

Aloha To Whom it May Concern, The customer contacted us yesterday regarding the issues he was having with his device. After some troubleshooting questions we agreed to have the device looked at by the RMA department to test the device for any manufacture defect. We did inform the customer that...

the use of non volcano products may cause damage to his device and that it also voids our 1 year limited warranty that we offer. For customer satisfaction we are still going to look at his device to ensure that it isn't a manufacture defect.

Subject: my complaint to Revdex.com Complaint ID #[redacted]1This is the conclusion: “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.”The whole problem is they did not address the issues in the complaint

Crystal our Customer Service Manager has reached out to the customer via phone and the customer will be coming to our [redacted] location later today to get the correct coils. The District Manager has been informed and will coach the associates and Managers on how to properly handle these situations.

Complaint: [redacted]
I am rejecting this response because:
I told them the first time that my grandson had tried all of that list of things they sent me but I would give to him. And since they blantly told me they did not warrant certain parts of the ecig even though he had problems from first few days. I also told them at that time I would not go back and forth with them that I would just contact you. I told them I was going to contact you. They knew that. It should not be a surprise to them
Now they are coming back and wanting to go over the same list of stuff in supporting him that they told my grandson to do at the beginning. I really don't understand what support is at this stage of the game. Anyway they are not wanting to make things right. They are just saying they want to provide support after all these months. He doesn't even have all parts of the ecig at this point. I am not satisfied with their customer service. It is evident they only want to talk to my grandson and not back up their advertising of how great their product is. The product literally started having problems within a few days of use. He has used many ecigs and never had a problem with them in such a short period of time and volcano's ecig was the most expensive one we have ever bought also.
Sincerely,
[redacted]

Customer contacted us on Monday 07/31 regarding his device not working properly. We tried troubleshooting with the customer and determined with the issues that he was experiencing that the issue was with the chip. The customer purchased his device on 11/28/2016 and we offer a 3 month manufacture...

warranty on our devices. I informed the customer that he was out of warranty however that he could contact the manufacture of the chip who has a 1 year warranty and would be able to replace his chip for him.Our warranty is clearly stated on our website http://www.volcanoecigs.com/warranty (please see attachments) The device that he purchased also comes with a warranty card that also clearly states our warranty policies as well. When placing the order the customer is required to check the box (please see screenshot) agreeing to our Warnings, Warranty, Shipping, and Return Policy in order to proceed to check out. There is a link provided where our warranty is clearly stated.

Aloha To Whom it may Concern,This Customer...

made initial contact through our email support on 11/27/2014 he was given troubleshooting tips and tricks. On 11/28/2014 he was called through our phone support to get a better understanding of what was going on with his device. In the end though our policy states that heating elements are not covered under our warranty, on 11/28/2014 a replacement heating element was sent out to him. The Customer seemed satisfied with this resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Aloha,On November 28, 2016 the customer made an order on our site. On November 30, 2016 after receiving an email containing the tracking number for her order she sent us an email (after our business hours) notifying us that the shipping address for her order was incorrect. First thing on December 1,...

2016 we contacted USPS to see if we could get the address changed for her however USPS informed us that we would not be able to make the change.  We contacted the customer via phone and email to inform her of this however she didn't call us back or respond to our email until December 06, 2016.Call to: +1 (808) [redacted]-9210Time of call: December 01, 2016 09:40:38 AM Called by: Alison"CrystalDec 01 09:40 amAloha Marie,I have an agent reaching out to you to get this resolved as soon as possible.If you have any further questions or concerns please feel free to contact usMahalo Crystal""Marie P[redacted]"Dec 06 08:37 amI have not received the vape fluid that I ordered, it is very late. It was sent to the wrong address. I am going to dispute the bill and look for a new vape company. sorry but this is your fault, your computer coding error that saved addresses can not be deleted and reset improperly. You have had plenty of time to send me my order. I am out of vape fluid and pissed."She stated that the error is a coding issue on our website. However looking into her account, she has the incorrect shipping address as the default billing and shipping address on her account. When I look at her order I can see that she altered the billing address to the correct billing address but the shipping address remained the incorrect address (please see attachments) If this was an error on our part we would have been more than happy to resend her order. We even attempted to fix this for her by contacting USPS. At this point we did all that we could to rectify this for the customer within our means and policies.