As a lot of you may know I have not been the biggest fan of Evolov's customer service and for good reason. I have owned as many as 6 Hcigar VT 133's. At one point in time they were the best bang for the buck you could find with a DNA chipset. So whenever they went on sale I would pick one up. 5 out of the 6 worked beautifully and I still vape on one till this day but for some reason one of them always gave me trouble.
Being aware of Evolv's so called legendary customer service I sent that one back to them to check out. After all one of the reasons I chose a DNA was for the warranty. Evolv sent the device back to me and nothing was fixed. So I packed it up and sent it out again. 16 days later I got the device back and it was still not fixed. I did this two more times with the same result. Each time I waited anywhere from 14 to 22 days and I got the same result, a broken device sent back to me with the dreaded no atomizer screen. After the 4th time I decided to speak with the front of the horse. It took some time but eventually I got to speak with someone at Hcigar. They told me that it sounded like my daughter board was fried. I spoke with Nick at Evolv and he concurred. He also told me that they do not keep that daughter board in stock. I went back to my contact at Hcigar and told them what Nick said. The rep at Hcigar suggested that I ship the mod back to Hcigar. My response was that the shipping along with the shipping costs I already paid to have the mod sent to Evolv 4 times would by far exceed what I actually paid for the mod. After some hemming and hawing Hcigar agreed to ship a daughter board with my name on it to Nick at Evolv. I sent the mod back to Evolv for a 5th time after Nick notified me that my daughter board was there. 24 days later I got my mod back and guess what? Same thing, it didn't work. I sent Evolv an email about it and kept the existing ticket open but I never got a response. At this point I was just fed up and I just decided to chuck the mod and chalk this up to a loss. After this experience I was not shy on this or other forums about my distaste for Evolve's customer service.
After a few months I get a PM from
@SirRichardRear. He asked me if I was the one that had that problem with Evolv and how many times I actually sent it back. I told him 5. He said I’ll get back to you in a bit. Apparently Nick from Evolv was preaching the virtues of Evolv’s customer service on another forum. SRR called him out on it and conveyed my story to Nick and the rest of the forum. Nick knew exactly who SRR was talking about and I was contacted that day. Apologies ensued and after all the pleasantries were exchanged Nick offered to get me a Therion to replace my janky VT133. I accepted but to be honest I was not expecting much as I have been regularly disappointed by this department before.
Now, a few weeks later I am happy to report that I am the proud owner of a brand new Rat Snake Black Therion with a carbon fiber inlay. Nick even personally checked it out for me and included a set of Sony batteries. I wanted to tell this story not to call Evolv out but rather to give them credit for realizing they had made a mistake and acted on making it right. Orlando Batista once said “An error doesn't become a mistake unless you refuse to correct it”. I want to give all the credit that is due to Nick from Evolv for acting on this wrong that Evolv perpetrated. It takes a good man to realize his company made a mistake and then take the proper action to correct it. Thank you Nick.
I also want to give credit to SRR. For those of you that don’t know him he’s a good guy that always tries to help out any way he can. Along with his knowledge he is an asset to this community. Thank you SRR, good looking out.
I just wanted to get this story out there because we always hear all the bad things about vaping and its communities. All the warranty problems, exploding batteties, the customer service issues, coil problems, ejuice labels, etc, etc. God knows I have made my share of those kind of posts as well. Unfortunately we don’t hear enough of the good stuff that happens. I want people to know that not all companies are alike and some do truly stand by their products, even if it does take a little prodding. At the same time not all forums are alike as well. Not all forums are ban happy or look for members to make a mistake so they can jump on them. Some do have members that have a genuine concern for the well being of the community. So again a big thanks to SRR and Nick from Evolv. Great job guys.
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