Focalecig (Now Sorted)

[ronaldo]

Jul 9, 2014 23:38:25 GMT @tubthumper said:

Jul 9, 2014 23:21:54 GMT grahamjames said:

I ordered 3 kayfun clones from Focal in a group buy, one had a broken screw in the base. I emailed them and was asked to provide a photo or video of the problem. I did as requested and was offered a replacement base to be included free with my next order. I accepted and it was delivered with my 4nine.
This seems to be a perfectly acceptable way to offer support, I would much rather send a photo than have to return the item.
All in all I was pleased with the transaction. I will continue to buy from Focal Ecig.

You shouldnt have to be made to place another order to get your replacement part thats just a sneaky way of getting more money out of you. What if you werent prepared to place another order.

another good point this is what makes this forum the conversations that go on and the information that you can pick up is immense

[mrlimbo]

I think we are all aware of the risks of buying cheaply from China , if we want a fail safe buy , we have to pay the money and buy from a reputable UK seller , its always going to be a bit of a gamble buying from China etc !

[VapingBad]

FT always ask if they can add it to your next order, but you can ask for them to ship (which I assume is the slowest method). They just did it to me so I just got some spares & a kayfun nano kit to get faster shipping, but Focal are short on useful small items to pad your order with.

[Foclecig]

Jul 9, 2014 18:47:19 GMT @tubthumper said:

Got a vamo from focalecig that has died after 5 weeks either shorting or vamo heating up excesively. So got in touch with Doris about the problem and after several PMs and photos exchanged was basically told to send a video of the problem to have a chance of a refund. I reluctantly took a couple of photos with different attys even though i was risking ruining my batteries due to the overheating. I dont do videos for no-one and how the heck am i supposed to show vamo overheating on video. I know a lot of people on here swear by focalecig but i wont be dealing with them again.

Hello @tubthumper

Thank you for opening this thread for drawing my attention. This is a good way for us to improve our service and a good way for your guys to supervise us.
We will resend you a new Vamo V5 if you have no problem.

For your Vamo V5 problem which you purchased BEFORE Group buy, we did submit those pictures to the supplier. As a reseller, we have responsibility to guarantee our product quality, but there is no venrdor in the world who could gurantte their products 100% good. When we asked for replacement, video is all our supplier asked. Sorry for bothering you to send a video because they couldn't verify if the problem happened on the battery or the atomizer or something else.

Besides, as company grows, we were being taken advantage by the some customers who couldn't provide detailed information for their product problem. You insisted you are right, but we couldn't see if product problem made by inappropriate using or because of defective from origin, that's why we ask for pictures or video. Some problems may not be seen on pictures, we have to ask for video. We couldn't gurantte 100% good quality but what we can gurantte is, we never and we won't get out of our responsilibity if we are selling defective items.

[Foclecig]

Jul 9, 2014 18:55:51 GMT Edge said:

Jul 9, 2014 18:47:19 GMT @tubthumper said:

Got a vamo from focalecig that has died after 5 weeks either shorting or vamo heating up excesively. So got in touch with Doris about the problem and after several PMs and photos exchanged was basically told to send a video of the problem to have a chance of a refund. I reluctantly took a couple of photos with different attys even though i was risking ruining my batteries due to the overheating. I dont do videos for no-one and how the heck am i supposed to show vamo overheating on video. I know a lot of people on here swear by focalecig but i wont be dealing with them again.

Had the same problem with Focalecig.
Send a video and we may exchange or return money but need our permission before posting/returning.
No threads on a nemesis top, never used them since.

Please post your order number and take a simple picture for it, we will arrange solution for this problem

[Foclecig]

Jul 9, 2014 19:10:44 GMT Graham said:

My Vamo bought on the last group buy arrived last Friday and has problems since unpacking it and trying it, it does not fire without shorting out immediately tried lifting centre pin checked grommet still no vape,informed them and all they ask for is a video to show the supplier to see if they can refund or replace,I did not buy from the supplier but from Focalecig,and whats good of a video of a dead vamo.
Last time Foclecig

Hello @gramham,

Thank you for reporting this problem on this thread.
We are here to seek for solution for the problem you have on Focalecig.
This is the thread good for other members, administrators to supervise us and protect you guys profit.
Please simply post your order number and email you used to contact our customer service (By Pm if you do not want to show your email in public). Then i will check it for you and release solution as soon s possible.
Sorry for the inconvenience it caused.

[zeldamum]

Focal are no different to Fasttech. They wanted a photo of my SVD when it broke, saves sending mods back, paying postage, then wondering if you will be refunded or replacement item.

[Deleted]

Thanks Doris for taking time to sort this problem out.

[grahamjames]

Jul 10, 2014 0:07:00 GMT ronaldo said:

Jul 9, 2014 23:38:25 GMT @tubthumper said:

You shouldnt have to be made to place another order to get your replacement part thats just a sneaky way of getting more money out of you. What if you werent prepared to place another order.

another good point this is what makes this forum the conversations that go on and the information that you can pick up is immense

I wasn't made to place another order I was asked if this would be acceptable to me.
It gave me a good excuse to place another order and i jumped on the 4nine group buy a few weeks later. Brilliant little mod for les than £9.
You can't blame the vendor for trying to save a little on post and packing.

[ronaldo]

another vendor with good outcome brilliant service from doris getting straight on the case this is what we need good customer service

[OneDay]

Over the last couple of years I've ordered from several Chinese vendors, including Healthcabin, Fasttech and Focal. Obviously in using these suppliers you weigh up the time delay and the risk of faulty goods against the cheap prices offered. My experience has been largely positive. On the odd occasion when something has gone missing or has been faulty I have found these vendors to be helpful. I would rather send a photo than have to go to the faff of sending something back to China for a replacement.

[VapingBad]

If it's all sorted maybe a good time to change the thread title.

[Deleted]

Sorted title

[Graham]

If you count not knowing if I will get a refund or replacement or if and where I have to post it back as being sorted,then your sorted is different to my sorted.

[Q]

Jul 10, 2014 21:56:03 GMT Graham said:

If you count not knowing if I will get a refund or replacement or if and where I have to post it back as being sorted,then your sorted is different to my sorted.

Sounds like its being sorted to me, have faith in Foclecig she wont let you down