Fastech support ticket help

[Pepperty]

I've just had an order arrive and I wanted some aspire atlantis extension tanks so ordered two but one was smashed to bits so I sent photo and started a ticket.



Reply is:

 Sorry to hear the issue.



Can you find the replacement tank locally or on our website on sell separately?

Not only do I not quite understand reply... but I'm not sure I can remove the glass fully, and suspect I'd cut myself but the tank top seems to be designed like fish gills and wouldn't I run the risk of vaping glass shards?  thinkingsmileyand I suspect that replacement glass (if I can find a supplier) and add on postage - will cost more than fasttech price anyway! what is normal procedure, this is a new one to me 

[phatfil]

your probably falling foul of clever translation s/w

just reply politely and simply avoid any abbreviations, humour, and colloquiums.

start with "Thank you for your prompt reply" followed by a simple

"I would like you to replace the item broken before it arrived sku????? Thank you."

they want to help just make it easy for em and avoid long winded explanations. you did the right thing taking photo's

** Edit insert the sku number of your item

[Pepperty]

Thanks for advice phatfil I remembered they like evidence so took a photo. I have nosed about internet (and fasttech) but I cant actually find the 5ml extension glass anywhere

[phatfil]

the sku number should be listed in the order details, log onto the site and open the order that the broken item was delivered in for a link to the original item and its details.

[Pepperty]

Yes, I added order number and SKU number and photo to my ticket, but I still got that reply

[Q]

+1 for phatfil 's advice

[kittyvape]

+1 for Phatfil's advice too, and hope you get this sorted okay.

[phatfil]

Jul 2, 2015 12:52:38 GMT Pepperty said:

Yes, I added order number and SKU number and photo to my ticket, but I still got that reply

 fasttech support tickets can turn into word tennis getting nowhere if you let em. 

Just simply state what you want in a clear and simple sentence and wrap it up with polite formalities either end..  

imho the formalities set the frame for how the message is read if polite and friendly it should be received as such and also delt with as such.

the more simple basic language you use the less chance of a translation resulting in erroneous diversions 

you may end up repeating the same message 2 or 3 times, just remember the translation s/w will probably decode your text into something in Chinese comparable to the Chenglish reply your currently dealing with. 

have patience and persevere