Lost without my Provari mini

[Takshaka]

It is absolutely the vendors responsibility to exchange the faulty item or offer a refund under the Sale of Goods Act.

That's someone I won't be buying anything electrical from.

[womble]

I've already bought my provari from them and I'm now hoping it doesn't go wrong.

[beautycat]

x x x

[Ellen]

Sorry to hear about your provari Sandra, hope you get it back with minimum fuss and expense, I agree with others, I wouldn't be happy if I had to send it all the way back to the states

[azzie]

I feel your pain Sandra, if I`d spent £150 on a shiney I`d expect it to last out the apocalypse, or at least get good support from your vendor

[Perpetua]

It depends upon what Provape put on the Customs Declaration when they post it back to Sandra, I've a feeling although I may have dreamt this . . . that if it's a repair then duty/PF handling won't apply. But I'll happily stand corrected, going by what Lynda has said.

But, as it's a brand new defective item, wouldn't Distance Selling Regulations apply. ???

[Gordy]

im sorry Sandra

im now wondering if there is any benefit buying from a UK importer than just buying direct

[OneDay]

As others have said, your contract is with the vendor not with Provape. The vendor should have exchanged it and it's then up to him to deal with the manufacturer. If your telly developed a fault would you have shipped it off to Japan or taken it back to Curry's?

[at1]

Jul 22, 2012 23:12:52 GMT Gordy said:

im sorry Sandra

im now wondering if there is any benefit buying from a UK importer than just buying direct

The returns/warranty service for the ProVari is not the same for each UK supplier, for example we ask you contact us and send it back to us in the UK, but I do not wish to comment on other vendors and the policies they choose to use. Prior to agreeing to work with the Provape we discussed the various options in regards to warranties and adopted our policy accordingly.

As im sure you know other benefits of buying from a UK supplier is the fact that you can have it in your hand the next day and no custom/high shipping charges plus most of us give you a few freebies with it !

I would also put your concerns to Vapist directly once again and im sure he will be able to explain to you the reasoning for his policy.

Good Luck Sandra ProVape have a great customer service team,

[Takshaka]

Jul 22, 2012 23:12:52 GMT Gordy said:

im sorry Sandra

im now wondering if there is any benefit buying from a UK importer than just buying direct

That really depends on the importer. What has happened here is unethical and contravenes the Sale of Goods Act. An ethical vendor would have offered a replacement or refund as they are required by law (not to mention common decency) to do so - that is a statutory right .

We have a thread titled "Kudos to Suppliers" I think it would provide balance if there was also a thread to list suppliers who have provided unsatisfactory service.

[Sandra (aka Chillax)]

Jul 22, 2012 12:43:51 GMT lynwlt said:

Your contract is with the vendor, and he should have dealt with Provape.

At the very least you are going to be stung again for the handling charge when it comes back into the country, if not the duty.
I remember asking when I collected mine from the depot, and paid £30 something pounds, what would happen if I returned the item under warranty, was told I might have to pay duty again and then try and reclaim that from HMRC.

OMG

I hope not

[kruegerbait]

Sandra, I hope you get your new working Provari soon and fuss free, just make sure you get any money spent posting etc. back, it's your right to do so.

[Sandra (aka Chillax)]

Jul 23, 2012 3:27:19 GMT at1 said:

Jul 22, 2012 23:12:52 GMT Gordy said:

im sorry Sandra

im now wondering if there is any benefit buying from a UK importer than just buying direct

The returns/warranty service for the ProVari is not the same for each UK supplier, for example we ask you contact us and send it back to us in the UK, but I do not wish to comment on other vendors and the policies they choose to use. Prior to agreeing to work with the Provape we discussed the various options in regards to warranties and adopted our policy accordingly.

As im sure you know other benefits of buying from a UK supplier is the fact that you can have it in your hand the next day and no custom/high shipping charges plus most of us give you a few freebies with it !

I would also put your concerns to Vapist directly once again and im sure he will be able to explain to you the reasoning for his policy.

Good Luck Sandra ProVape have a great customer service team,

Interesting, in the first instant when I rang Vapist, he did say if I wasn't happy I could send it back to him, I asked what would happen, if I would get a replacement or not, he said that he couldn't replace it and that if it was faulty it would be returned to Provape.

I presume in that instance Vapist would of paid for the shipping, but I did hang onto it to see if he was right, that it was the Vivi Nova causing the problem.

After cleaning it with that alcohol cleaner( that I can never say the name of) it worked the next day, I emailed Vapist to let him know, he replied saying he was pleased it was good now.

But it went wonky again, I emailed Vapist saying that I need to send it back, he replied with this-

Hi Sandra,

Sorry to hear you are still having issues.
Before you send it back to me email
[e-mail]
And advise them you bought the provari from me (include the date) and describe the issue. Also inform them what you have done regarding cleaning.
They will instruct you and me what to do next.

Regards

Vapist

So, I did do as the above email asked, each email that Provape sent me, I replied and sent Vapist a copy to keep him up to date on the conversation between Provape and myself.

To be fair to Vapist, I will email him and make him aware of this thread so he can say why he preferred me to email Provape, maybe he wanted it in my words regarding the cleaning, though, in Provapes help and instructions they say to get some of the alcohol cleaner and try that if you get any problems with the Provari.

I don't want anyone to have bad feelings towards him but we all should be aware what can happen in some circumstances if your Provari goes wonky.

[womble]

Jul 23, 2012 4:55:06 GMT Sandra (aka Chillax) said:

To be fair to Vapist, I will email him and make him aware of this thread so he can say why he preferred me to email Provape,

I don't want anyone to have bad feelings towards him but we all should be aware what can happen in some circumstances if your Provari goes wonky.

I think this is very fair and right, we need to hear Vapists side and what his shop code is.

Two other vendors sell Provari in the UK and both state they support the Provari for 12 months from their UK site. I expected the same from VV.

[vapist]

I have just been made aware of this thread via email from the OP. unfortunately I am out on the road at the moment so unable to post a 'proper responce' right now. However I will put my side of things here later.

Vapist