GotVapes' lack of customer service

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Amyalex

Full Member
Mar 29, 2012
13
5
Indiana
I've been vaping for a couple years now and after researching and reading this wonderful forum here at ECF, I decided to venture into variable voltage (Vision Spinner). I also learned about GotVapes on this forum and decided to place my first order with them. My initial order for $109 included a spinner battery, a wall wart charger, and other supplies. As a side note, since I began vaping, every order I placed was with the same vendor.

Within a few days of receiving my order, the wall wart fell apart when I unplugged it from the wall outlet. The plastic broke apart where it attaches to outlet and the prongs and wires were dangling loose. I opened a ticket per GotVapes' rules. I even sent picture of the faulty charger.

At the same time I was having some issues with the Spinner battery. After fully charged, it would flash quickly when I tried to vape. I tried with multiple tanks and mini nova - same flashing occurred. I requested advice or help - maybe I was doing something wrong. Max said I didn't need to open a new ticket for the spinner battery - to just send both back to them and they would send replacements to me. Even though their site states customer is responsible for shipping returns, Max said I would be reimbursed for the shipping, which I thought was a nice example of customer service.

Since Max had told me the problems would be taken care of (sending new products to me and the shipping reimbursement), I placed a second order with GotVapes for juice I really liked from first order and some other supplies (totaling $85). I thought I had found a new vendor.

My package that I personally packed with both the battery and charger was received at GotVapes on 10/26. When I inquired about the status on 10/28, I was scolded for incorrect shipping method. I shipped priority thinking it was the cheapest route. No mention was made of any missing items or an apology offered for issues I had with their products.

On 10/30, Daniel tells me he is charging the battery but there is no wall wart. I asked him to check the outer package I mailed the pieces in in case it was overlooked. I never received a response. Why would I keep a $6 item that has fallen apart and completely broken? I was scolded again for shipping method and now told they normally don't reimburse for RMA. Daniel acknowledged Max offered to do this but then he said its really not a problem since GotVapes hadn't specified that it was their fault and would compensate.

Despite Max's original statements that I would be sent replacements for the charger and battery and reimbursed shipping, I am now being told that Daniel's too busy to test the battery (when I asked on 11/1 and 11/5).

My several inquiries about the status of "missing" $6 wall wart have gone completely unanswered. Most reputable companies would likely replace the item as a show of customer appreciation (especially given the price of item and picture provided).

Two weeks may not seem like a long time, but when you don't have anything to vape with, it can feel like an eternity. I don't know if the battery was defective or was user error, but I do know I have been without the battery (and wall charger for that matter) for over two weeks and no indication how much longer this issue will remain unresolved.
 

woody55

Vaping Master
ECF Veteran
Jul 25, 2011
6,825
13,358
As a response on my part, I made a mistake on offering to refund shipping. I was trying to be nice after you expressed an issue about have to pay for shipping. Now, yes you did send pic of wallwart, to my personal email. I asked a few question about the spinner and then instructed you to ship them back. I also instructed you to ship 1st class as it was cheaper. You asked about batt again after a few post I instructed you to ship both and gave you the address and asked you to ship 1st class. You notified us that you had shipped it on the 26th at 10:11am and that you had included receipt for $8.47 for shipping priority, again I asked why didn't you ship it 1st class. Daniel received it on the 30th, he asked if there was suppose to be a wallwart in package as there was none. he also asked if the batt had been fully charged as he was charging at that time. When you posted this we had had it for 9 days not 2 weeks. So far as what Daniel Found, we will have to wait for him to post.
 

dannoman

Unregistered Supplier
ECF Veteran
Oct 22, 2010
6,896
12,330
Sugar Land, Texas USA
HI Amy, I didn't/don't have time to read through your entire post above but all is well. I fully charged the battery you sent back and have been testign it for several days and it is vaping well. The issue may have been your charger.

No charger was returned in the package (not sayign you ar etryign to 'keep it', just soemthign weird happened here, really only received the batt) but I'll just give you another wall wart anyway. I answered your ticket tonight with this information. So to review I will be returning the Spinner Fat Chrome back with a new wall wart. You can't charge this alone with just a wall wart, did you need a usb cord with it also?
 

Amyalex

Full Member
Mar 29, 2012
13
5
Indiana
As a response on my part, I made a mistake on offering to refund shipping. I was trying to be nice after you expressed an issue about have to pay for shipping. Now, yes you did send pic of wallwart, to my personal email. I asked a few question about the spinner and then instructed you to ship them back. I also instructed you to ship 1st class as it was cheaper. You asked about batt again after a few post I instructed you to ship both and gave you the address and asked you to ship 1st class. You notified us that you had shipped it on the 26th at 10:11am and that you had included receipt for $8.47 for shipping priority, again I asked why didn't you ship it 1st class. Daniel received it on the 30th, he asked if there was suppose to be a wallwart in package as there was none. he also asked if the batt had been fully charged as he was charging at that time. When you posted this we had had it for 9 days not 2 weeks. So far as what Daniel Found, we will have to wait for him to post.

Woody, it was nice that you offered to reimburse the shipping for a faulty product. It's sad IMHO you find that a mistake given circumstances. It seems the focus has become the method of shipping here as opposed to customer relations.

I can post our conversation. I did not tell you I shipped the package at 10:11am on 10/26. I was telling you it was delivered to your location at 10:11am on 10/26. The story keeps changing. On my calendar, 11/9 is exactly two weeks from 10/26.

It is apparent good customer service isn't a priority. I was planning on ordering from you again as I was happy with my orders (other than charger and my user error probs with batt).

Good day
 

Amyalex

Full Member
Mar 29, 2012
13
5
Indiana
HI Amy, I didn't/don't have time to read through your entire post above but all is well. I fully charged the battery you sent back and have been testign it for several days and it is vaping well. The issue may have been your charger.

No charger was returned in the package (not sayign you ar etryign to 'keep it', just soemthign weird happened here, really only received the batt) but I'll just give you another wall wart anyway. I answered your ticket tonight with this information. So to review I will be returning the Spinner Fat Chrome back with a new wall wart. You can't charge this alone with just a wall wart, did you need a usb cord with it also?

Yes I charged with USB cord. :) With that wall wart, there is no way to charge without cord. I would have loved to hear how it tested on meter.
With the confusion regarding shipping, it would have been a kind thing to include a popular flavor of sample juice to appease and to keep a customer. I am happily waiting for package you sent.
I wanted to let you know I was thrilled with the fast shipping of my orders and the quality of the vivi nova's I ordered from you. Everything except wall wart was top notch. In my second order, I ordered 3 large bottles of juice and vivi heads - all great. The whole charger fiasco and my probs with batt are just a shame.
Thank you Dan.
 
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