Update to the RMA process!

[Artist Boy]

As many of you may know back at the first of the year Volcano changed the way that they handle the RMA process. The change has helped with what we wanted it to, but was kinda slow and clunky. It has had its glitches along the way and we have improved it where we can when we can.

So now we have updated it once again, this is something that has been mentioned before and we have been working hard on getting all of our systems to play nice together (no more damn gremlins). We have done it things are up and running and flowing smoothly. It has been tested for more then 2 weeks now. It is working great, and the turn around time has been cut in almost half of what it was before this change.

Here the updated info:
http://www.volcanoecigs.com/warranty

If after receiving your support ticket and the item has been deemed eligible for replacement under our warranty program, our customer service team will send you a printable prepaid return postage label, good for 14 days. An RMA form must also be completed and returned with your defective item(s). A link to the RMA Form can be found below. Upon receipt of the defective item, our team will inspect and test the item to ensure it falls under our warranty replacement guidelines, will communicate the status of said RMA through the ticket system that is tied to your account, and will initiate the replacement of the item.

We reserve the right to refuse replacement if we find that the item does not meet the guidelines of our warranty replacement program as outlined above. If an item is refused replacement it will be returned to you along with an explanation as to why the item was refused. All refused items and/or approved replacements will be given a tracking number which will be communicated through the ticket system to you so that you are aware of the status of your RMA item(s).

[liveaboard]

Sounds like a good step forward - it will eliminate the need to wait on the RMA envelope to arrive.

[~Mary23]

Cool! Now I can stop throwing things away and maybe get them replaced! Thanks so much for getting this process streamlined! Sounds like it will be a win for both Volcano and the customer.

[supafastsc]

Yes! I experienced this firsthand. It was literally 8 days including being sent the envelope, returning the defective item and getting my replacement part!

Fantastic work guys!!!

[geekdgirl]

This explains why the instructions I received were different LOL...

[rcr721]

Thanks AB for all your hard work on the site, and in the forums Sounds like the new RMA process will be a lot better!!

[RockClimb]

This is great! I was actually going to suggest this to you when I got back home. I am behind again. LOL

[Old Hippie]

Way to stay on top of things Ab .. Never usedvthe proccess .. But from what I read.. Almostbas much as you rofl ok maybe not quite as much.. This can cure some of you and Shadows headaches as well as the customer .. Itbsbthat ole win .. Win thing:)Peace

[corporalchaos]

Ive got a quick question about the process, I just opened a ticket and got approved, it says that the prepaid mailer thing is attached yet i dont see any attachment, where would i find it?

[austeregrim]

In your email. You should have got an email with the same info regarding the RMA, the attachment is there.