out of pocket return cost

[kono]

Let me start by saying that CS has been really good (except for the contact us form that doesn't work). CS took care of all my problems with exceptional speed. I've had 2 dead batteries, and wrong cartridges sent to me with my Magma kit. i got the replacement batteries no problem and am waiting for the new cartridges, which they said they will provide an envelope to return the wrong ones (still waiting on that - should be here today).

The part that I am confused or rather concerned about is the out of pocket expense for shipping back DOA products like dead batteries. I feel that the company should pay for the return postage for warranty items. It's like fixing a computer under warranty, the company sends a part to your house and you return the defective part in the same box and slap the enclosed return sticker on the box and send it back to them.

If that is not possible, then how about crediting the account with points to cover the shipping? That way, loyal customers won't be as upset when they need to pay out of pocket to return a defective part (which should not be that often). It's a small price for the company to pay to keep the customer.

[JoeyTheMadScientist]

i hear what you're saying but honestly what i do is if i have a battery to send back (had two go bad on me) i put the rma form and the battery in an envelope, tape it down, slap two stamps on it and boom, i'm out less than a buck.

small price to pay (for me) to have a one year warranty on batteries.

[geekdgirl]

They don't specify the shipping method and actually encourage you to send it as cheaply as possible. As Joey said, that can be way cheap. If that's the cost of having the 1 year warranty, I gladly pay it. They're so generous in many other ways (like the weekly giveaways) that I'm willing to fork over a couple bucks. They even send things out without any questions or needing the return prior to shipping.

[kono]

yeah, i hear you all. it is a small price to pay. but that could go the other way around as well. in the past 5 months i spent about $400. since the product is consumables, it wouldn't hurt them to pay the dollar or so to have them get the defectives back.

don't get me wrong, their CS is really good, and their product is outstanding (unless you get a dud ) i'm just saying they should cover the return cost for DOA items. for items such as batteries after 30 days, i would be more than willing to pay for postage to have it replaced under warranty.

[Arclight]

Think of it as that dollar going towards making sure we can get replacements for a year, instead of them saying, "oh well, you need to buy a new battery", as most ecig companies do.

[Spliner]

If you do a comparison of the prices of other major e-cigarette manufacturers and Volcano, you'll find the prices Volcano offers for its customers is subtantially competitive. Popping for a couple of stamps is a small price to pay in my humble opinion for a one year warranty on the products. 99% of other companies only offer 3 month (or none at all) warranties on their batteries, pcc's, and other products. It is also not uncommon to find a 510 battery going for upwards of $15 each on other sites where we can get them a hair under $11 from Volcano.

Anyway, its been said before, but I think any company who will trust you to send your merchandise back AFTER they send you a replacement is one worth doing business with whether or not you have to pay for return shipping.

Spliner

[PelletAR]

Actually, most companies will make you pay for return shipping. My ex had to return something he received damaged. Cost him $40 to return it (yes, it was very big and heavy) and the company didn't care in the least.

[danalyn]

Anyway, its been said before, but I think any company who will trust you to send your merchandise back AFTER they send you a replacement is one worth doing business with whether or not you have to pay for return shipping.

THIS right here makes it worth the cost of shipping to send back stuff. I'd say 99% of the time, companies will make you send stuff back before they will even consider sending you a replacement. Then, they will test it to make sure it's not broken (according to whatever warranty terms they specify), and if and only IF it is indeed busted according to their terms, they'll send a replacement.

So, all things considered, I think Volcano's RMA policy is a pretty damned good one.

[whippetroy]

The way Volcano CS has treated me so far, The cost of returning is more than fair, and totally insignificant.

[BluntAttack]

WOW! You can mail the batteries for a stamp or two? I have to return a DOA battery, and I had no idea I could just toss it in an envelope... Hell, I'll even spring for the saran wrap and envelope. Hurray! I thought I would have to pay 3-4$ and wait in line at the PO for an hour for what is at that point a 4-5$ item... Neato! Where is my new (working) Volcano battery? lol. Oh, Im just so happy now. Thanks! I almost recycled that dud. 8$ really made my night. lol.