Terrible customer service
First of all I don't give 1 star reviews lightly. In fact I've only had to do it about 3 times over many years. I always try to be fair, trying to deal with the company first, and often provide 4 and in exceptional cases 5 stars when its deserved. Even when a 'good' company has not requested a review I find them on here and give them the good review I feel they deserve because I belive in credit where credits due but I also believe in calling out piss poor customer service.
So, bought the GEEKVAPE Official Aegis Boost Pro 2 kit through Amazon. Charging cable not working and Amazon provide Geek's link for product issues. Yes, I could buy a cable but why? Its part of the kit.
Went to live chat on the Geek site. Had to give my email to access the chat. The bot told me to return it to the store of purchase so I queried Amazon.
Then a human came on. Had to be a human because no bot is that abrupt, rude and dismissive except Grok maybe but then it only mirrors its creator 🤔. I was asked to wait whilst they read what I'd put to the bot then came back and asked me what the problem was. What? You just read it bud. Plus even the bot, previously, managed to apologise for the issue unlike this guy (the name strongly suggests a he!). You know you're in for a poor hearing when only the bot is making any attempt to treat you with understanding and 'gets' the concept of customer service!
So I explained it again including, again, having to use my phone cable to charge it. He then, for some unfathomable reason, told me it was safe to do so. I never asked if it was safe to do so. I was explaining I was left with no choice but to use my phone cable but thanks for the unwarranted health and safety advice bud 🙄
Then told it would be passed higher up to avoid this happening in future and 'they' would email me if there was anything! Oh, and could he have my email? You've already got it for Christ's sake and 'anything' what? What does that actually mean? Apart from I've got better things to do with my time than dealing with a customer with a genuine gripe. I paid £45 for the kit which includes the cable. It was a sealed box so I can hardly fault Amazon. The cables faulty. It's Geekvape's responsibility under the Sale of Good's Act to put it right 'when a product or part of is not fit for purpose', not for me to be fobbed off with the 'possibility' of receiving a response. Tell me to deal with Amazon. Okay no problem but don't tell me to wait for a Unicorn sighting.
So I asked could I get a reply in the next 24 hours else I may as well return the whole thing to Amazon because I paid for the kit, charger included and I can then get a refund and buy from another company.
He then said thanks for that information, no answer to the actual question, and abruptly ended the chat!
I've bought Geekvapes for years now because of their design, rugged build and quality. Drop after drop to hard floors and still they go on. A bit like the Duracell bunny 😅 So the actual product? 5 stars! My last one unfortunately left for the Vape heaven in the tech sky. They're solid but not completely indestructible.
But after this encounter? Its obviously hard to state their reaction through typed messages. But if I could sum it up it felt rushed, uninterested, rude and dismissive. It has the be one of the worst customer service experiences I've had and there's been a few poor ones. And yes, I know, these people are human. Maybe he's had a bad day. Maybe his wife has left him (wouldn't come as a surprise if its the same attitude at home tbh) could be dealing with a shed load of crap and if so my heart truly goes out to you bud. Who knows and if so, I am sorry for your troubles bro but...don't bring them into your customer interaction.
So now I'm left questioning whether my loyalty to its brand and my money (I've spent hundreds over the years) would be better given elsewhere unless Geekvape can actually step up to a professional level and treat a paying customer with the thought, acknowledgment and consideration that should be standard practice.
Maybe I should market a book for these companies. 'How to alienate and loose customers for Dummies'. Unfortunately, this guy has obviously already read something similar!
Treat your paying customers with respect and consideration, 'especially' when your product is actually faulty in someway, and you've likely got a return buyer. Treat them like this and you'll likely never sell to them again. Its that simple!
Its a long review I know and I wouldn't have even bothered writing it but for one totally unacceptable thing. The abrupt 'Chat has Ended' whilst im still trying to deal with the issue. That's like someone putting the phone down on you mid sentence and that lack of respect I will not accept.
