3avape customer service

[OhTheAgony]

Does anyone here have any experience with 3avape's customer service?

Two weeks ago I contacted them about a leaking Bachelor Nano I received from them. We exchanged some emails and they offered to send me a replacement or a refund if I could make a video of the leaking.

The thing is, I have no experience with video making or editing, plus I wouldn't know how to send such a large file anyway. So I asked if I could return it instead since it says in their terms and conditions that they will pay for return shipping (with store credit, but still) in case of a defect.

Dara from the customer service then told me there was no need to return it and kept insisting on the before mentioned video. I explained again that I had difficulties with that request but I did wick the leaking Bachelor again and took some photo's of it instead and send them those, hoping it would be a good compromise.

It's been nine days now and I have yet to hear back from them again. I've send the email with the photo's twice and since they didn't respond I made an official ticket about my complaint (the leaking rta) on their customer support page last week which they also haven't replied to.

I made another ticket today as a last resort and resend the email again, but I'll probably just be ignored again. Does anyone know another way of reaching them perhaps because this is getting pretty ridiculous now imo. I would like to speak to someone higher up than their customer service because this obviously isn't working.

It might be only a 22 dollar item but for me it has become more about the principle of the thing now. They're not even honoring their own terms and demands at the moment

 

[rice721]

Does anyone here have any experience with 3avape customer service?

Two weeks ago I contacted them about a leaking Bachelor Nano I received from them. We exchanged some emails and they offered to send me a replacement or a refund if I could make a video of the leaking.

The thing is, I have no experience with video making or editing, plus I wouldn't know how to send such a large file anyway. So I asked if I could return it instead since it says in their terms and conditions that they will pay for return shipping (with store credit, but still) in case of a defect.

Dara from the customer service then told me there was no need to return it and kept insisting on the before mentioned video. I explained again that I had difficulties with that request but I did wick the leaking Bachelor again and took some photo's of it instead and send them those, hoping it would be a good compromise.

It's been nine days now and I have yet to hear back from them again. I've send the email with the photo's twice and since they didn't respond I made an official ticket about my complaint (the leaking rta) on their customer support page last week which they also haven't replied to.

I made another ticket today as a last resort and resend the email again, but I'll probably just be ignored again. Does anyone know another way of reaching them perhaps because this is getting pretty ridiculous now imo. I would like to speak to someone higher up than their customer service because this obviously isn't working.

It might be only a 22 dollar item but for me it has become more about the principle of the thing now. They're not even honoring their own terms and demands at the moment

I've dealt with their customer service, altho not a faulty merchandise issue, and my experience was good.

I've had a similar issue with a Conqueror I ordered from Wotofo directly. They asked for a video of the said problem.

Do you happen to have a smartphone handy? You can do a short 10 sec clip of the problem and email it to them.

 

[OhTheAgony]

I do have a smartphone but I don't think 10 seconds will cover it. It usually takes anywhere from 5 minutes to an hour before the leaking becomes visible on the outside.

But besides that I think I'm just gonna be stubborn about it at this point. While it was a reasonable request to make a video, demanding it is simply ridiculous imo. I just want to return it like I have the right to according to their own terms and demands. If they don't want to take it back they should just say there's no warranty on these things like some other shops do. At least then you know what to expect as a customer and can decide beforehand if you want to buy from them or not.

 

[rice721]

I do have a smartphone but I don't think 10 seconds will cover it. It usually takes anywhere from 5 minutes to an hour before the leaking becomes visible on the outside.

But besides that I think I'm just gonna be stubborn about it at this point. While it was a reasonable request to make a video, demanding it is simply ridiculous imo. I just want to return it like I have the right to according to their own terms and demands. If they don't want to take it back they should just say there's no warranty on these things like some other shops do. At least then you know what to expect as a customer and can decide beforehand if you want to buy from them or not.

Gotcha, hopefully you can get this issue resolved soon.

 

[Bad Ninja]

I do have a smartphone but I don't think 10 seconds will cover it. It usually takes anywhere from 5 minutes to an hour before the leaking becomes visible on the outside.

But besides that I think I'm just gonna be stubborn about it at this point. While it was a reasonable request to make a video, demanding it is simply ridiculous imo. I just want to return it like I have the right to according to their own terms and demands. If they don't want to take it back they should just say there's no warranty on these things like some other shops do. At least then you know what to expect as a customer and can decide beforehand if you want to buy from them or not.

They are trying to save you time and money. They are in China.

They dont want the item back.
Thats expensive and time consuming.

They need proof it leaks so they can be reimbursed by the manufacturer.
They didnt make it. They paid for it too.

Send them a vid and they will ship you a new atty.

Its extremly reasonable.


I had zero issues ordering from them.

 

[OhTheAgony]

They are trying to save you time and money. They are in China.

They dont want the item back.
Thats expensive and time consuming.

They need proof it leaks so they can be reimbursed by the manufacturer.
They didnt make it. They paid for it too.

Send them a vid and they will ship you a new atty.

Its extremly reasonable.


I had zero issues ordering from them.

Having to make a video, figure out how to get it on my computer and then figure out how to send it does anything but save me time. Do you see me posting here? How is this saving me time? It just saves them money by not having to pay for the return shipping which is the only reason why they are being terribly rude right now.

I just want to return the darned thing like I always do when I receive a defective product. If they don't want it back, fine, but they can't expect that everyone is handy enough to shoot, transfer and email them a video.

As it is it's gonna be impossible to send them anything at all, either a video or the item I want to return, since I can't seem to reach them no matter what I try. Or did you miss the part about them ignoring me entirely?

I'm just looking for some contact info from someone there who has the decency to answer me.

Thanks for your input though.

 

[Bad Ninja]

Having to make a video, figure out how to get it on my computer and then figure out how to send it does anything but save me time. Do you see me posting here? How is this saving me time? It just saves them money by not having to pay for the return shipping which is the only reason why they are being terribly rude right now.

I just want to return the darned thing like I always do when I receive a defective product. If they don't want it back, fine, but they can't expect that everyone is handy enough to shoot, transfer and email them a video.

As it is it's gonna be impossible to send them anything at all, either a video or the item I want to return, since I can't seem to reach them no matter what I try. Or did you miss the part about them ignoring me entirely?

I'm just looking for some contact info from someone there who has the decency to answer me.

Thanks for your input though.

Your math is horrible.
10 minutes to make a vid is a lot less than a 3 week round trip halfway around the world.
They dont have to pay for shipping on a return.
Most shops that do, offer it as a courtesy.

They are trying to make things easy.
You are being difficult.
Seriously, you cant simply make a video?
Dont you have a friend that can help?

 

[ppeeble]

I wanted to return a torch to FT because it didn't work and they asked me to send a photo of the torch not working. ( I was also asked once to make a video of an item i didn't receive - but that's another story). I sort of understand their reasoning but the logic is lost to me. Anyone can fake an item not working whereas to receive an item back is absolute proof...
OP, shoot a video and get your money back/another item or keep plugging away and hope you get a CS rep with some discretion..
I too, being virtually computer illiterate, object to the hoops we are required to jump through for a simple return.
..... Sorry OP, not very helpful but good luck.

 

[Forkeh]

Take the video with your phone, plug your phone into your computer, select media transfer if your phone doesn't automatically allow that upon plug in, transfer the video file to your computer, make an email, attach the video file to the email, then send it.

I doubt you'll need an hour of video. A short clip of liquid coming out of the tank should be sufficient. Once it starts leaking you should be able to film just that.

 

[OhTheAgony]

Your math is horrible.
10 minutes to make a vid is a lot less than a 3 week round trip halfway around the world.
They dont have to pay for shipping on a return.
Most shops that do, offer it as a courtesy.

They are trying to make things easy.
You are being difficult.
Seriously, you cant simply make a video?
Dont you have a friend that can help?

If they'd just let me send the thing in when I reported the problem it would be there by now and I would have my money back already.

I don't think I'm demanding anything outrages here, I'm just trying to hold them to their own terms and demands, what's so difficult about that?

I do have friends that have experience with videos but why should I have to bother them with this?

Again, I'm just asking them to honor their own terms and demands, I don't think I deserve to be ignored because of that. If they don't like it then they should change those terms shouldn't they?


I finally got through and got a reaction to the last support ticket I started though. This time they've asked me how much the cheapest option available to me to send it back is.

I've answered that a couple of days ago, now I'm just crossing my fingers that they won't go silent on me again....

Take the video with your phone, plug your phone into your computer, select media transfer if your phone doesn't automatically allow that upon plug in, transfer the video file to your computer, make an email, attach the video file to the email, then send it.

I doubt you'll need an hour of video. A short clip of liquid coming out of the tank should be sufficient. Once it starts leaking you should be able to film just that.

Interesting. I just assumed they wanted to see the whole process of the leaking starting but they never really specified what they wanted to be in the video.

Good point, and thanks for the tips. It does sound more then doable the way you describe it. They should hire people like you at their customer service!

 

[Cumulo Vapus]

Just upload your video to a youtube account and sen them a link

 

[Bad Ninja]

If they'd just let me send the thing in when I reported the problem it would be there by now and I would have my money back already.

I don't think I'm demanding anything outrages here, I'm just trying to hold them to their own terms and demands, what's so difficult about that?

I do have friends that have experience with videos but why should I have to bother them with this?

Again, I'm just asking them to honor their own terms and demands, I don't think I deserve to be ignored because of that. If they don't like it then they should change those terms shouldn't they?


I finally got through and got a reaction to the last support ticket I started though. This time they've asked me how much the cheapest option available to me to send it back is.

I've answered that a couple of days ago, now I'm just crossing my fingers that they won't go silent on me again....




Interesting. I just assumed they wanted to see the whole process of the leaking starting but they never really specified what they wanted to be in the video.

Good point, and thanks for the tips. It does sound more then doable the way you describe it. They should hire people like you at their customer service!

In the end, its really all about you wanting to take the difficult route.
You took a 5 minute job and turned it into a 3 week affair over a video.

Im sure they will oblige. They tried to make it easy and cost free, but you are having none of that.
Good luck. Hope it works out.

 

[OhTheAgony]

In the end, its really all about you wanting to take the difficult route.
You took a 5 minute job and turned it into a 3 week affair over a video.

Im sure they will oblige. They tried to make it easy and cost free, but you are having none of that.
Good luck. Hope it works out.

I'm afraid I have to disagree again, they've turned a simple 5 minute walk to the post-office in to a 3 week+ (this isn't over just yet) ordeal just because they were trying to save themselves a few bucks on return shipping.

Like I tried to explain to you before already, shooting a video never seemed like an easy nor a quick job to me, I've just never done that before.

I'm not much of a smartphone-person. 9 out of ten times I leave it at home or turn it off. I don't like it when people try to contact me over every little thing, I'm just not that social, lol.

The only reason I got a new one recently was because my (almost 6 year) old one got too slow to play the latest updates of Angry Birds...

Other then that I use it to stay n touch with the home-base via email when traveling but that's about it.

Just upload your video to a youtube account and sen them a link

Upload to a what..? You're only making things even more complicated for me good man!

 

[Cumulo Vapus]

If you have a gmail email account, then you can use that to log onto youtube.com and upload your phone video.

 

[tony46113]

If you have a gmail email account, then you can use that to log onto youtube.com and upload your phone video.

You won't even have to use a computer this way. Just upload it to youtube via the phone app or the browser on your phone.

 

[SteveS45]

I had a problem with a display on a MOD recently that the requested I send a video of instead of the picture I had already sent. After i sent the Video of a minor cosmetic issue with the MOD the manufacturer sent me another one totally free of charge. So now I have 2 of the same model MOD's with one having an issue only on Left Display. Basically I now have a left and a right hand MOD because I did what they asked.

Now for the OP and the issue with a video. Do you know someone who could take a video for you? Maybe the 6 YO who needed a new smart phone play video games?

 

[Cumulo Vapus]

You won't even have to use a computer this way. Just upload it to youtube via the phone app or the browser on your phone.

Did we scare him off? Iwas going to suggest if youtube doesn't work, try vimeo.

 

[OhTheAgony]

Sorry guys, for some reason I'm not getting an alert when there are new posts in this thread. I just happened to notice it on the new-posts-page just now.

I don't do any of that stuff with my phone though. I did open a gmail account because I had to when I first got on Android but I only ever used it for the Android registration.

Thanks for trying to explain the possibilities but I really have no use for all that and I don't want to have to learn it just to get some service from a Chinese webshop. If that would be all I use it for I 'd forget how to do it soon again anyways.

I'll see how this goes with 3Avape, so far I haven't heard back from them in 5 days again. Perhaps the 3 bucks it will cost to send that Nano back to them has scared them off again?

I'm just gonna keep bugging them out of principle but I've already accepted that darned Bachelor as a lost. In the future I'll just pay more at local shops where I know I'll get some proper service if I need it.

 

[retired1]

Sorry guys, for some reason I'm not getting an alert when there are new posts in this thread.

You'll only get one alert. It resets only after you actually read the thread.

 

[OhTheAgony]

You'll only get one alert. It resets only after you actually read the thread.

Thanks, but as it turns out I wasn't watching the thread, lol

I assumed I automatically watch threads that I've started but I must have turned that option off at some point.