Got to send my solo in for warranty replacement, but they want me to pay shipping both ways....over $60USD! Anyone know if I stay persistent and ask in the right way, that Arizer might be rightious to pay for the return shipping cost? Sent an email to request this, ✌crossed!
Since you asked and since I just dealt with the same issue I will update the thread with my experience.
i got Arizer (Kevin) to compromise and I'm paying $15 for return shipping back to me instead of $30.
It's a compromise I am not happy with but have decided to take. I also asked him to throw in a 4 hole stem and a glass stirring rod that comes with the Extreme Q to make me feel good about the compromise and Arizer's support. Below are the last couple of the numerous emails we exchanged. They pretty much explain my position and his.
Bottom line for me is that I was never made aware that
there is a 3 month window when they will pay for return shipping on warranty work and had I been made aware of that I would have sent it in for repair right away. BTW, the issue I have with my Solo (m103) is that it runs way too hot. I never used it above 2 and even that would turn a load dark brown very quickly.
If you read the two emails below I would start with the second one first.
"Hello VapeArts,
Thank you for your email. Shipping costs are not covered under the warranty, yet we do make an exception by going above our warranty and extend free return shipping within the first three months. You are not being punished, or anything of the sort. Rather, the window for us covering the return shipping costs has long passed, yet we have still offered you a 50% discount on shipping or the two replacement glass parts you have requested as compensation for your shipping costs. Please let me know how you would like to proceed.
Best Regards,
Kevin
Arizer Tech
service@arizer.com
On Mon, Feb 27, 2012 at 7:58 PM, VapeArts wrote:
Hello Kevin,
I am trying to find a way to be happy with a compromise that I am not happy with. Thus my suggestion of the glass. The way i see it is that you are trying to make me pay return shipping based on a technicality that you (Arizer) decided upon and seemingly did not make public - the three month window for free return shipping.
It has been established that my Solo has not worked properly since i bought it. That I let Arizer know about the situation within 2 weeks of my purchase. That I did not send it in for repairs immediately because 1. I wanted to use it for a while and more importantly because 2. you (Arizer) have been working through multiple issues that other Solo users have been having including chipping and a sickening smell that is hard to get rid of. I had read numerous accounts of people receiving replacement units that had problem #2. To save us both the possible headache and expense of doing multiple returns I waited until now because I am hearing reports of the latest Solos having no problems at all.
Additionally I have both bought and helped sell numerous Solos and Extremes and have spent hours fixing issues on two Solos that did not have to be returned to you. For my effort and what I consider very good will towards your company I have been offered in effect $15. I have also spent additional time writing emails back and forth with you. I will be reporting back to the FC community about my warranty experience with you and if it is unsatisfactory I don't see how that helps Arizer in any way.
I do not feel I received a response from you that explains how I am in error here and should pay for return shipping other than "if a customer has a warranty issue within the first three months of purchase we do cover return shipping in those cases." I clearly have had a warranty issue within the first three months of purchase. Again, I feel I did us both a favor by waiting beyond those 3 months to return it for service. For that I feel I am being punished. I do not understand why you don't just say, 'I understand why you waited unitl now to return it and yes, in this case we will honor the fact that there was indeed an issue with this unit since day one and we will be happy to take care of you and appreciate your business and support of Arizer.'
Thank you,
VapeArts"
