Advice with a complaint, I mis-sold him juice that ruined his device apparently, perspective?

[Deleted member 54254]

Hardly going to make the 10 o'clock news... this just in... random petrol station junker pen device dies, punter goes tonto blaming the sun, the moon and the stars.

 

[RichieRich]

I was gonna suggest he wants a refund because he doesn't like the flavour, and naturally doesn't want to use the rest. I've seen this happen first hand in my local vape shop. I heard the complainant tell his mate before he went into the shop he didn't like the flavour, i was following them in, but he told the shop owner he'd been sold the wrong liquid and wanted a refund.

And, if he's bought his kit from a petrol station, well.... We all know the quality of hardware they sell



Les: We asked 100 people, What ruins a vape tank/device?

Customer: Vaping within the coil's rated wattage?

Les: Our survey said.....

 

[Crispycritters]

If he used thick juice in a small pod it may trash the coil - but the chances of it leaking into the mod and trashing the board are miniscule compared to the 50/50 normally used, Claiming the wrong juice fried a coil - ok, saying this juice that was too thick damaged my mod - bollocks.

If he comes into a shop without actually bringing the juice or kit, and nobody can actually remember serving him he should be told he needs to come back with the kit and juice before you entertain him any further - and a receipt for the kit, how long has he had it, where did he buy it?

 

[dovpo_uk]

I am of the same opinion as @MHL , i must also be unimaginably gifted, unless it's an Abyss (sorry @dovpo_uk not a dig) i would tell him to sod off, he hasn't shown proof of what's occured or a receipt of said purchase then you have nothing to go on.

Lol no worries, I get we’re your coming from

 

[dovpo_uk]

Oh wow, a real Dovpo rep!
It wont be a Dovpo product as it sounds like he's using a started pen type device . I should get commission though as we get a lot of builders in, some of them advanced vapers who want a durable 2 battery mod. The Odin 200 is pretty much my go to Going to try stocking the Blotto RTA soon too as the build deck looks pretty large!
Anyway pretty sound advice, thank you! I'm looking at it as a potentially useful scenario for our new guy to learn how to deal with such complaints, and whatever was said to make him think we purposefully upsold him thicker juice I can potentially avoid in the future.

A bit of an update, my new team member gave me a ring and explained a bit more, he was using a pen style device that goes up to 30 watts apparently, its now faulty as the autodraw feature no longer works. The customer couldn't remember the name of the device as he brought it from a petrol station If im lucky it might be a Tecc device and I have a spare coil to try.
It turns out he brought a decent pod style starter device along with some juices from us after leaving his contact details so I don't think he's just after a freebie. As a genuine new customer id rather keep him happy if at all possible even if the device issue isn't our fault (I don't know much about autodraw devices. Im sure its just the coil at fault though) - I have a few spare nic salts and other 10ml 50/50s I can offer.

Hi mate, yes I help with customer support in the uk, if you have a look in the forum you’ll find my hiding place in the manufacturers group.

from reading your posts you seem to have a decent handle on the situation.

personally if it was me and I was a brand new business you need to leave the customer happy. Not because he is right but as we all know social media can be positive but it can also be negative and for £20 ish it’s not worth your business get a bad rapport.

Feel free to dm anytime

andy

 

[rew]

As others have said, face to face would be best. Hope it all gets resolved for you.

 

[MrDJ]

if he bought the pen at a petrol station then why the heck is he moaning in your store.

when someone is going to moan about something and want it replaced the first thing most normal people will do is bring the kit and juice with him so as to prove its faulty.
sounds like a chancer to me.
once a juice is opened its not returnable unless there is a fault with the juice.
kit has got nothing to do with you as he didnt buy it from your store. if the kit is faulty go back to the petrol station.

 

[andipandi]

Punter trickery. He needs to bring the juice, the device and coils into the shop, preferably with the receipt, take it from there. Had some aggressive customers in the shop before, their threats of violence, window smashing and other such things. Ultimately and on more than one occasion, I had to advise the customer to calm down or the police would be called.

Quite possible the customer has filled the tank wrongly, via the chimney is not unusual.

 

[Crispycritters]

The going into the shop without actually bringing the items he has a problem with pretty much highlights you are dealing with a dickhead.

Some people deserve to be told to fuck off.

 

[andipandi]

The going into the shop without actually bringing the items he has a problem with pretty much highlights you are dealing with a dickhead.

Some people deserve to be told to fuck off.

But then they come back with their mates