This customer's complaint is very inaccurate. For no apparent reason, she has been negligent in her responses towards our help. She received her order on 02/04 and contacted us 3 days later on 02/07 stating that the product was received as defective. Usually when a product is received as defective, we are contacted the same day or next day. We tried to assist this customer however, she has not been cooperative with us. Our responses to her issues have all been in less than 12-24 hours.
02/07 | 05:12 A.M.
This customer contacted us about the device not turning.
02/07 | 11:03 A.M.
Within less than 6 hours we replied and explained to customer the instructions on how to turn the device on. She seemed to have ignored our instructions and would not cooperate with us to help troubleshoot the issue. Since she would not cooperate with us we explained to her to return the product back to us and we can replace it if it is defective as we offer a 30-Day Warranty against manufactured defects and workmanship.
02/08 | 2:20 P.M.
The customer emailed us and refused to send back the product. For no apparent reason, she seemed to not trust that we would replace her product if she sent it back. She also stated in this email that if we do not provide her with a tracking number for a new replacement within an hour she will stop payment on her credit card.
02/08 2:50 P.M.
Since the customer did not want to send us the product back first, we replied to her that we can make an exception and mail her replacement if she could mail us a tracking number for her return. As soon as we sent this email, we received a phone call from the customer's bank with the customer on the phone as well. The customer started a dispute claim with her bank and the bank provided mediation for both parties. Throughout the call, we explained to the bank representative and the customer that we need her to cooperate with us for a refund or exchange. Although the customer seemed to not trust us our efforts to assist her, the bank representative was understanding of our efforts to help the customer. At the end of the call she finally agreed to mail us back the original product.
02/11 11:25 A.M.
We received the product back from the customer and it is not defective. We tested it and it works perfectly normal. We mailed the customer's product back on 2/11/2012. We also e-mailed the customer to tell her that it is working correctly and the instructions on how to use it. The customer should receive her product back on 02/14/2013.
02/12 5:09 P.M.
We noticed this complaint today and we feel that the customer acted very prematurely in her decision on filing a complaint as this situation is still in the process of being resolved. The customer has not received the product back to test and seems to be ignoring our instructions, suggestions and help. The customer is not allowing us to help her and instead calls her bank and files inaccurate disputes and inaccurate complaints on websites. We also tried to call the customer to resolve her situation but she will not answer her phone. We are still willing to help resolve the customer's issue or we can provide her with a refund if she unsatisfied and is willing to send back the product/s.
Customer Satisfaction is very important to our company and we feel that we go above and beyond for our customers. We have included a few links below that references our business's reputation as well as our consistent customer service in hopes of clearing up any confusion with this inaccurate complaint:
Please contact Celestino @ customerservice[at]evcigarettes[dot]com if you would like any futher information on this complaint.