At SmokTek.Com, we strive to provide customers with great products and unparalleled customer service. We are always disappointed when a customer reports issues with an order or our service. We would like to address this issue to ensure that our customers know that we are always dedicated to good service.
It seems that some customers place higher expectations on the E-cig industry than they would on any other industry. For example, if you purchased a headset from Tiger Direct that has a one year warranty and after that year is expired you attempt to return your headset to TigerDirect, they will tell you that it is out of warranty and to purchase a new one. The customers don’t run to forums and complain that Tiger Direct wouldn’t replace their headset out of warranty do they? It seems like some customers take advantage of the tight-knit e-cig community (forums, meets, etc.) to exploit vendors.
Now with that being said, SmokTek does try to go above and beyond to handle every issue a customer may have, out of warranty or not. But exploits like this are unfortunately common in the e-cigarette world.
We feel that we went above and beyond for "Dailylunatic," who posted his “My SmokTek Nightmare” here on the forums. He purchased a Vamo, which developed issues after the warranty expired. He was offered a 15% discount for a new Vamo. He agreed, and purchased a new Vamo at discount. A month later he contacts us with the same issue. Again, we told him it was out of warranty. He pushed and pushed for a replacement. This was not an option as it was out of warranty. He was offered another discount. Not satisfied, he then threatened to give us a bad name, promising to do so even after we offered a new Vamo at cost. This is the "exploitation" we are talking about.
I don’t see how SmokTek failed in customer support when we went above and beyond for the customer trying to handle this issue. We did not have to offer any discounts for an out of warranty item, but we did. SmokTek has a 96% customer referral rating. We know that we will have customers that are not happy, but we do try to handle every issue that comes up. I see this is his first post here on VapeAtron just to say that he didn’t get a replacement for a product that was out of warranty.
As "Steampunk" said,
Quote:
Nobody is going to be 100% 100% of the time... a seller certainly is not responsible for what a manufacturer does, but a LOT of the sellers, esp the ones who are here make good when something goes bad.
Still, someone will be unhappy about something sometime.
I believe this to be true: no matter how hard a vendor tries to please every customer, you will not accomplish this 100% of the time.
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