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Review 11/2/2011
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Although the product itself is pretty good, the business end of SafeCig needs a huge overhaul.
Their automated response to my first report of a non-working battery said they'd contact me in 24-36 hours. Six days later I emailed them again, as I had not heard from them. Somebody responded from a gmail account in one long, run-on sentence with no punctuation or capitalization, and barely comprehensible as a result. I thought it was a hoax from the child of one of the company's employees. Why have a gmail account for customer service when they have their own domain (thesafecig.com)? And what business operator would let someone with such poor writing skills respond to a customer's issues via email? Sadly, this was not a hoax.
I have been trying now for 3 weeks to get them to give me a return authorization for a refund under their 30 day money back guarantee, and they refuse to send me one. Instead, they want me to exchange the product for a replacement.
I would have taken them up on this offer of replacement for the faulty battery they sent with my initial order, but when I ordered refill cartridges they first told me they mailed them, then three days later they told me they ran out of the refills and I needed to reorder. In the meantime, they charged my credit card for over $75 for the refills they never sent in the first place.
It's not possible to contact them by phone for resolution of these issues; their phone number is for ordering only. All customer service is to be addressed via the web. It makes it easy for them to ignore the customer, in my experience.
It's been nothing but one problem after another with this company, and they appear unwilling to hold up their end of their money back guarantee, or even respond in a reasonable amount of time to their warranty promise for their batteries.
I've done some better research now, and my husband and I have decided to switch to Green Smoke. From all reports, they seem to have great customer service, and they have a phone number where you can speak to actual people about any issues or concerns you may have.
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