Focalecig very unhappy

[Brambles]

Feb 16, 2014 19:43:21 GMT Gary Horder said:

It seems doris has flown the nest

I take it Doris is not entitled to a weekend off work then! Totally sympathise with you Hoder, but be reasonable it is the weekend.

[VapingBad]

After seeing Doris was an active member here I took the plunge when they seemed to get new stock in of Sony VTC4 batteries and ordered 4 on the 7th they still haven't shipped them and they are still available to order with no warning of the delay, I had to email them to be told they have to get stock from the factory. Not impressed, at least when FT take your money for goods they don't yet have they provide an estimate of the delay. Now Hodor has made me aware of the return postage issue I doubt I will order again.

[Chrissie]

Feb 16, 2014 19:51:33 GMT Steve (VapeStorm) said:

Escalate to claim, if you havent already. Gives them 10 days to make contact, if they dont paypal will make a judgement.nearly always in favour of buyer

Usually, only if the item is sent back with proof of delivery in a case of item not as described.

However, once again, I agree that for a faulty item, return postage should be paid for by the vendor & I hope that Foclecig will agree to this.

[Brambles]

Okay Dokay - as I see it...

The Focalecig returns policy is ......

Return Defective Item
Within 90 days (from the date of shipment)
Policy: Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item's price up to a maximum of $40.

Details: The products get damaged (physical damages and damages caused by incorrect usage excluded) within 90 days after shipments (The order shipment date and order notification are provided to you by email). Customer may mail the products back to us. Full refund or replacement will be provided after returned item was received and confirmed.

Note for return:
* Return the item(s) by ordinary mail (the cheapest way) with tracking number to the returning center; If the mail service with tracking number costs more, you may choose the one without tracking, please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

* The return shipping fee is less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS department for further confirmation.

After 90 days and within 150 days from shipment:
Policy: Upon being returned, the defective item will only be replaced. Return shipping fee will be sole responsibility of customer.

Detail: If the product turns out to be defective after 90 days and within 150 days from shipment, Customer may mail the products back to us. We will still try to exchange your defective products for a brand new one where possible. Please notice that the return shipping costs will be on your sole responsibility, we will pay all the necessary shipping fees for the replaced products that we ship to you.

After 150 days from shipment:
Policy: Upon being returned, the defective item will be forwarded to the factory for repair. The shipping cost both ways will be covered by customer.

Detail: Should the item become defective after 150 days from shipment, customers will still be allowed to send the unit back to us. We will help by forwarding the item to the manufacturer for repair or replacement. Until the product arrives at our warehouse, the shipping cost both ways have to be covered by the customer. Any cost incurred during the process will be at customer's expense as well.

After returning the defective product, please kindly provide us with proof as below:
* Photos of the front and back of the packaging envelope or box
* Partial shipment slips (if applicable)
* Photo, video or description of the defective item

This appears fairly standard and basically nothing wrong with it except for one thing missing...DOA --- Dead on Arrival. There is no policy for Dead on Arrival or wrongly sent items.

Now in contrast Fasttech's return policy is as follows and shows clearly DOA policy which covers all postage which is how it should be. Customers should not be responsible for costs when the vendor sends faulty goods from the start, or if they get damaged in the post. We as customers have no control over the way they pack the goods for protection.

Dead on Arrival (DOA)

FastTech guarantees safe delivery of your orders. We exchange all damaged items. FastTech reimburses return shipping charges.

Contact us for a RMA, within 5 days of delivery, and ship products back via the least expensive method.


Product Warranty (faulty / defective over normal use)

Unless otherwise noted on the product page, product warranty is 6 months counted from the date of shipment.
Within 3 months from shipment:
Upon returning, defective items are replaced and shipped back to customers for free. Return shipping reimbursement is USD 40 or 50% of the item's price, whichever is lower.

Within 6 months from shipment:
Upon returning, defective items are replaced and shipped back to customers for free. Return shipping reimbursement is unavailable.

Afterwards:
Customers may still send defective items back to FastTech. FastTech passes those items back to their manufactures and helps coordinating the repair. Customers are responsible for shipping charges both ways.

Depending on the problem, fees may be assessed by the manufacturers. FastTech will contact customers before committing the repairs.



Return Defective Item
Within 90 days (from the date of shipment)
Policy: Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item's price up to a maximum of $40.

Details: The products get damaged (physical damages and damages caused by incorrect usage excluded) within 90 days after shipments (The order shipment date and order notification are provided to you by email). Customer may mail the products back to us. Full refund or replacement will be provided after returned item was received and confirmed.

Note for return:
* Return the item(s) by ordinary mail (the cheapest way) with tracking number to the returning center; If the mail service with tracking number costs more, you may choose the one without tracking, please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

* The return shipping fee is less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS department for further confirmation.

After 90 days and within 150 days from shipment:
Policy: Upon being returned, the defective item will only be replaced. Return shipping fee will be sole responsibility of customer.

Detail: If the product turns out to be defective after 90 days and within 150 days from shipment, Customer may mail the products back to us. We will still try to exchange your defective products for a brand new one where possible. Please notice that the return shipping costs will be on your sole responsibility, we will pay all the necessary shipping fees for the replaced products that we ship to you.

After 150 days from shipment:
Policy: Upon being returned, the defective item will be forwarded to the factory for repair. The shipping cost both ways will be covered by customer.

Detail: Should the item become defective after 150 days from shipment, customers will still be allowed to send the unit back to us. We will help by forwarding the item to the manufacturer for repair or replacement. Until the product arrives at our warehouse, the shipping cost both ways have to be covered by the customer. Any cost incurred during the process will be at customer's expense as well.

After returning the defective product, please kindly provide us with proof as below:
* Photos of the front and back of the packaging envelope or box
* Partial shipment slips (if applicable)
* Photo, video or description of the defective item

Incorrect Description / Wrong Items Mailed

FastTech will exchange the item or fully refund you. Contact us and then ship the products back via the least expensive method, and FastTech covers all return shipping charges.

Due to restrictions imposed by PayPal, FastTech is unable to issue refunds 60 days after payments. In such cases, store credits of equivalent value are issued in place of refunds. For details, click here.

An item not as described is defined as either a significant specification is different or the appearance of the primary product is significantly different, compared to those listed on the product page before ordering.

In this case of Hoder's Vamo it was dead on arrival and therefore I agree it SHOULD be replaced free of any additional costs, and Focalecig also need to address their returns policy to include Dead on Arrival products, or wrong items being sent. Maybe it has not been made clear to Foclecig, or she has not realised, the Vamo was dead on arrival and DID NOT fail in use.

[Brambles]

I think everyone who is jumping in and giving their negative opinions on their experiences, long delays or whatevr does not help Hoder in his case and muddies the thread. Every one has bad experiences with a vendor from time to time and sometimes stories get exaggerated, I am not saying they are in the ones mentioned here, but can be and we have seen it in other threads for other vendors. So keep to points that are relevant and positive to help in Hoder's case, If you have your own complaint start a new thread. Often issues can be resolved by keeping it positive and looking for what may have gone wrong. I have had nothing but brilliant service from Focalecig over 12 or so orders. Yes there have been issues with some and all resolved. Now there does seem to be a failing in the service this time for the vamo return postage, and we should all work with the vendor in a positive why to get resolved. That way hopefully a vendor will improve and we all get the benefit.

(In the case of the slow delivery of batteries, if you look at the product page it says processing may take 3 to 7 days. That tells me they are NOT in stock and they are waiting for them and you just have to be patient. One thing I have learnt is if you are not prepared to wait when there are delays only order items which are in stock ready to ship and that applies to all Chinise vendors)

[Foclecig]

Hello @hodor and other members who is reading this thread,
I saw Chrissie tagged me, so i supposed i am allowed to reply here.


Thanks for creating the thread to catch my attention for this issue and thank you guys who tagged me

Due to backlogs after holiday, another staff is also replying customers problems. I have read all Hodor's email and now we all realized we should make new policy for this kind of issue to protect customers' profit.
About 23 hours ago ( 5:56pm, Feb.16th, Sunday), an email sent to Hodor providing full refund. No response.
30 mins ago, service contacted again for confirmation. We will cover return shipping fee and then refund fully you paid on us.

Sorry for this inconvenience caused, we are amending our "help" system. For this kind of issue, we are open to hear your voice, any suggestion will be very appreciated. Create real helpful "Help system" requires your valuable opinions.

Thank you!
Doris (Not proxy)

[Brambles]

Brilliant, well done Foclecig. Glad you have sorted this out for Hoder.

[chykensa]

Thanks Foclecig, great response. Let's hope Gary Horder can get sorted nice and quickly and get vaping on his Vamo before too long!!

[VapingBad]

Feb 17, 2014 0:34:56 GMT Brambles said:

(In the case of the slow delivery of batteries, if you look at the product page it says processing may take 3 to 7 days. That tells me they are NOT in stock and they are waiting for them and you just have to be patient. One thing I have learnt is if you are not prepared to wait when there are delays only order items which are in stock ready to ship and that applies to all Chinise vendors)

Now Hodor problem seems to be resolved I will respond.  The product page went form "out of stock" to "buy it now" and there was no notice saying "processing may take 3 to 7 days" 2 weeks ago when I ordered that is a recent addition, I had been visiting this page most days to see when they were in stock.  I waited a week before queuing why the delay, I have had around 20 orders from China and know that patience is required.  If they had an estimated ship date before payment (like FT) and on the order status I would know where I stood and could cancel if I wanted to, I still have no estimated ship date. 

I'm not upset, just disappointed and didn't feel that it was a big enough deal to start a thread about so mentioned it above so others looking for info on this company would find it.  They would also find other members reporting multipul orders without problems and can make their own minds up.

[Foclecig]

Hello AAEC vapers,
As some issues have been posted in this thread, i think i have the responsibility to give you further response.

We have offered a refund and we will cover the return shipping for the faulty Vamo as soon as we get confirmation of return. The return shipping fee will be covered once we receive the product and shipping fee invoice.

We have also looked into the Nemesis issue and our suppliers have confirmed they are both Hcigar products, and we have seen slight variations do occur between batches. I only tell what our supplier told.

Over last few months, we are doing our business with full heart and very responsible for any customers' problems, we are trying our best to solve customers' problems. If any customers have problems please contact us by email or PM to solve your problem directly. When new threads are started for complaints we do not always find them so best way is to contact us directly.

What I want to show is, we are here for you and very open to hear your voice. Anytime.
Doris.