PlanetVape.ca - Canada's Destination for the Best Vapes on the Planet

[TheDudeNextDoor]

Kind of sounds to me like Planet Vape might be struggling financially. Several of you will probably hate me for this, but I just went to PV after buying a Solo and reading about the PVHESs, hadn't been there in over a year, and they just happened to be in stock at the moment. Sounds like I just got lucky.

Some glass specialist out there should be paying attention. Open market.

 

[pakalolo]

Kind of sounds to me like Planet Vape might be struggling financially. Several of you will probably hate me for this, but I just went to PV after buying a Solo and reading about the PVHESs, hadn't been there in over a year, and they just happened to be in stock at the moment. Sounds like I just got lucky.

Some glass specialist out there should be paying attention. Open market.

Thank you for confirming that the innuendo that PV isn't really releasing any product is false and unjustified. Your speculation about their finances is unwarranted, however.

Glass specialists are paying attention. People should ask themselves why more of them haven't tried to get into these specialty glass products. With a little thought, the reason should be obvious: they are low profit items. PV provides them more as a service rather than a means of making money. I cringe when I see the entitlement evident in some of these complaints, although I understand the frustration when someone gets what is perceived to be an auto-response.

 

[hd_rider]

PV provides them more as a service rather than a means of making money.

And therein lies the problem. PV isn't providing much of a service at all if they aren't able to deliver the products that customers want.

 

[4tokin]

I hope this is not so. I have had several custom pieces from PV and they have all been 1st class.
It may explain the lack of reply to my enquiries about the next piece.

 

[pakalolo]

And therein lies the problem. PV isn't providing much of a service at all if they aren't able to deliver the products that customers want.

I guess they should just drop the whole line then, right? If they can't satisfy everybody, nobody should get satisfaction.

 

[Vitolo]

And therein lies the problem. PV isn't providing much of a service at all if they aren't able to deliver the products that customers want.

I see no problem "lying therin".
I see a company that at very low profit, continues to restock and sell what we need..... when nobody else does it.
Patience is a virtue...
I am willing to wait for my parts!
Good Job PV!

 

[Crumpet]

Those complaining also should remember about the glass shortage that PV has mentioned. They can't really get us the product in the time frame we want when they're waiting on the materials to make the product itself.

 

[pakalolo]

Full disclosure: I have met the man behind PV and asked him in the past about his involvement in specialty glass products.

What I see happening here is that a vendor with a superb reputation for customer service on his vapourizer sales is now getting a rough ride because he extended his line to include unique glass products at a nominal profit, but they are in such high demand that he has trouble keeping up. He gets bombarded with questions about when the next batch will be ready but when he (understandably to me) responds with a form letter, he gets beaten up for responding at all. If he didn't reply, he'd get attacked for that. He chooses one release strategy and is criticized for not using a different one—which I am 100% certain would be equally criticized. This is a no-win situation for a terrific vendor who has done more for the community than any other. I just don't think it is fair.

Then @hd_rider suggests that PV isn't providing much of a service if they can't meet demand. Honestly, I don't know where to go after that.

 

[vtac]

I can totally understand the frustration on waiting for an anticipated product, however the suggestion that Planetvape doesn't care about their customer service couldn't be farther from the truth. I've dealt with hundreds of online merchants and Planetvape is up there in the top 5 for sure. If you read through this thread you'll see that I'm not alone in that opinion.

When you have to respond to a large number of emails daily there's no way around reusing responses when you get the same questions. I'm sure that Robert will put together a new response for this specific inquiry in the future. Like pakalolo I can't speak for the company, but I know that it can be very difficult and slow working with glass blowers, especially on custom stuff at low margins. Hang in there.

Edit: paka types faster than me. I'll leave this here just the same.

 

[Vitolo]

Full disclosure...

I can totally understand...

Thanks for speaking up guys!

 

[Nate489]

PV needs to stop posting updates every 2 weeks saying we "should" have them soon. Just wait till you have everything before posting updates. Peoples anticipation kept building with all the worthless updates we got, only to be let down time and time again.

Now, the glass in stock, we can't get a consistent inventory online. Is the idea of waiting until you have 30-50 already done and ready to ship before putting them up for sale so crazy? Having to check all hours of the day for 1 or 2 stems is ridiculous.

I don't mind waiting on a great product, lets just use some common sense in business.

 

[pakalolo]

PV needs to stop posting updates every 2 weeks saying we "should" have them soon. Just wait till you have everything before posting updates. Peoples anticipation kept building with all the worthless updates we got, only to be let down time and time again.

Now, the glass in stock, we can't get a consistent inventory online. Is the idea of waiting until you have 30-50 already done and ready to ship before putting them up for sale so crazy? Having to check all hours of the day for 1 or 2 stems is ridiculous.

I don't mind waiting on a great product, lets just use some common sense in business.

No, you should stop telling PV how to do business. You have no clue what goes into making those decisions.

 

[Nate489]

Yep, you're right. Me, the paying customer, voices an opinion of a way to improve customer satisfaction. I should just stop now and defend them because they are forum sponsors.

 

[Amblacalma]

Today I received my PVHEGonG, all perfect, the pieces look very good.
The only thing to mention is that the chips bag occupied more than 2 pieces of glass (Not fit in the mailbox xD)

 

[pakalolo]

Yep, you're right. Me, the paying customer, voices an opinion of a way to improve customer satisfaction. I should just stop now and defend them because they are forum sponsors.

You assume far too much when you say your way improves customer satisfaction. It wouldn't. You also assume too much when you imply that I am speaking up because PV is a forum sponsor. You clearly aren't aware of my track record on this sort of matter.

Basically, I think in most cases unless you have experience specific to the problem, it is foolish to tell any business that you know how to do it better. In this case, your advice solves nothing because it would simply shift the dissatisfaction. If you really did know better, then you should have built a better case than just "PV needs to stop posting updates every 2 weeks saying we 'should' have them soon. Just wait till you have everything before posting updates." Provide some supporting evidence and maybe you're entitled to say that; otherwise, you're better off keeping quiet because you make yourself look like a pontificating jackass who speaks from ignorance. Since we've seen this pattern here plenty of times in the past, it is pretty obvious that if PV did as you advise then the complaints would simply turn into a steady stream of "PV never tells us anything."

This is not my first rodeo, but perhaps it is yours.

 

[Nate489]

Patience is a virtue. If they simply say we will update when its in, and thats that; what issues come of it? People whining because they haven't gotten the update? That's their own fault.

I worked retail in a music store for 5 years. We provided a similar product as far as cost and effectiveness to trumpet players. We also had issues keeping the stock of it. The store used the outline like i said above for informing customers. People would email and call multiple times, we simply said not yet, we will make it known to the public when we do. Most people got the hint after calling twice. If a person cannot be satisfied with that, its their own impatient fault.

Sorry to acuse you of defending them, in every other forum I've been on, as soon as dissent is shown in a sponsor thread a mod comes in and stops it unless it happened to a mod themeselves.

 

[pakalolo]

Patience is a virtue. If they simply say we will update when its in, and thats that; what issues come of it? People whining because they haven't gotten the update? That's their own fault.

I worked retail in a music store for 5 years. We provided a similar product as far as cost and effectiveness to trumpet players. We also had issues keeping the stock of it. The store used the outline like i said above for informing customers. People would email and call multiple times, we simply said not yet, we will make it known to the public when we do. Most people got the hint after calling twice. If a person cannot be satisfied with that, its their own impatient fault.

Sorry to acuse you of defending them, in every other forum I've been on, as soon as dissent is shown in a sponsor thread a mod comes in and stops it unless it happened to a mod themeselves.

That's a much better criticism, but experience here shows that whenever a manufacturer/vendor adopts that strategy, we wind up with and endless litany of complaints about lack of progress updates. I know this because I'm one of the people who has to deal with the fallout.

I don't know about your other forums, but here our rules are the same for all manufacturers and vendors, whether they are sponsors or not. Anyone is allowed to make a criticism as long as it is done respectfully. You get one post to state your case. After that, further posts about the issue must include new information or answer questions. Simply repeating your complaint is not allowed.

 

[Blast187]

I understand and I am grateful for planetvape special glass pieces for the solo adapter and I have been patient. I have been waiting since November to purchase a solo stealth adapter. I loved the stealth adapter and it broke while I was cleaning it. Every week I check and I even called multiple times and check the box that sends an email when it is in stock and 7 months later nothing. I'm not angry, I'm more sad. I learned don't wear rubber gloves while cleaning small glass items with soap. I think it's time for me to give up. Sorry PV but you have let me down as well as others. I guess I won't ever get a replacement for my solo stealth adapter that broke. It made my solo rock with a whip attachment. 7 months and time to let go. *sigh*

Regretfully Signing off, Chris.

 

[PlanetHaze]

Hi Everyone,
We won't be able to address all concerns individually as we normally do but will go over as many as we can, if we missed yours please PM us or ask here again.

We manufacture over 24 different glass accessories just for the Solo vaporizer, trying to keep them in stock is a daunting task. Others here are correct when they say these are sold almost at cost. All our glass products are hand made here in North America, not pumped out of low wage paying countries. We take pride in our quality glass products and have full production going at all times. When we first started making the first PVHES products they were for enthusiasts only priced as low as we could with the hopes that customers would pick up a few other items at the same time to justify the low margin. Then as word grew we ramped up production as far as we can, very sorry that we can't make them fast enough.

I joined this site just now to make this post. ...I received the *exact same* response. And what's worse: in this thread today I've seen someone else quote the response they themselves had received from PlanetVape customer service which was word-for-word identical to the two I received. What kind of cookie-cutter customer service tactics is this site employing?

Honestly this made us laugh, of course we will use a form response email, who has time to answer the same question 100+ times a day, it is the same answer?

Those complaining also should remember about the glass shortage that PV has mentioned. They can't really get us the product in the time frame we want when they're waiting on the materials to make the product itself.

Crumpet is correct, we can't manufacture these without the specific raw materials needed which were not available until the beginning of May, we feel very badly about the long delays, all times given and changed were given to us by the raw materials suppliers, they tell us 2 more weeks, then after 2 weeks nothing then they tell us 2 more etc.

Full disclosure: I have met the man behind PV and asked him in the past about his involvement in specialty glass products.

What I see happening here is that a vendor with a superb reputation for customer service on his vapourizer sales is now getting a rough ride because he extended his line to include unique glass products at a nominal profit, but they are in such high demand that he has trouble keeping up. He gets bombarded with questions about when the next batch will be ready but when he (understandably to me) responds with a form letter, he gets beaten up for responding at all. If he didn't reply, he'd get attacked for that. He chooses one release strategy and is criticized for not using a different one—which I am 100% certain would be equally criticized. This is a no-win situation for a terrific vendor who has done more for the community than any other. I just don't think it is fair.

Then @hd_rider suggests that PV isn't providing much of a service if they can't meet demand. Honestly, I don't know where to go after that.

Thanks pakalolo, this is the best overview of the situation, we couldn't summize it better than your words.

We will keep making our glass products at the highest capacity we can, they do get restocked on a regular basis and we hope the current demand is just temporary after the long glass shortage.

New FC discount codes on the way, old ones had to be removed due to abuse by non FC members. We value all our FC customers and those that ordered mentioning their FC membership had a freebie added to their order to approx. match the old discount.

Peace and Love,
PV

 

[Vitolo]

No, you should stop telling PV how to do business.

Thanks Pak.. I was about to have a heart attack!

... We take pride ........

No need to qualify.. we know you take pride in EVERYTHING you handle

Regretfully Signing off, Chris.

See ya!
Now I would love to give my view about negative posts.
Since this attacks nobody the mods will likely leave my post.
1-Members forget that this thread (many threads for that matter), are started by the vaporizer, or company that the thread is about.
2-The thread is filled with and followed by those who are fans of said entity.
3-If you have HONEST complaints the private messaging system is there for you.
4-Complaints posted publicly are done to humiliate a vendor publicly and "force their hand".
5-The public complaints/bashings do nothing for you, except:

• feed an ego that is functioning outside of compassionate parameters.
• Hurt feelings of Vendor (did you really think anyone intentionally runs out of stock?)
• Make the fans of the vendor hold the complainant in low esteem.

I take great offense when folks do not see this.
I write private IMs to bashers daily telling them personally what I think.
Now I am telling everyone!

 

[grokit]

Sometimes a vendor's actions can alienate an individual though, and the pile-ons can make this forum look ugly. It seems like a forum like this should offer all opinions and experiences about a given retailer, not just the ones based on positive experiences. This latest issue for example is based on longstanding frustration. If a custom product is not in stock often, checking back repeatedly and missing every time while others seem to be able to procure said item can be extremely frustrating, and seems like a legitimate issue.

Perhaps a waiting list could be implemented that would be more equitable, say give the customer a window where said product is reserved for a few days, giving the customer the right of first refusal for that item before it goes to the next person on the waiting list. That would certainly be more constructive than attacking said customer for venting here, which will only guarantee that he shops elsewhere in the future.

I am bringing this up because I was quite satisfied with purchasing from planet vape until they attacked me mercilessly in this forum for bringing up my dissatisfaction with a particular manufacturer's warranty claim response. The attack was within the rules, because instead of insulting me pv made up a bunch of lies about me that I had to then refute, which I did--every single one of them (it was quite a long ripost).

Their strategy seems to be to throw the complaining individual (me at the time) under the bus, in order to distract from the valid issue at hand if they are unwilling or unable to respond constructively. I had no problem with pv until they attacked me. The warranty issues with this manufacturer still exist, so the sad result is that I can't bring myself to order anything from pv ever again even if they have something I want exclusively. It would have been so much better for them to try and work with me, they could have won a customer for life. Instead they drove me away and I've bought a lot of stuff since then!

 

[PlanetHaze]

I am bringing this up because I was quite satisfied with purchasing from planet vape until they attacked me mercilessly in this forum for bringing up my dissatisfaction with a particular manufacturer's warranty claim response. The attack was within the rules, because instead of insulting me pv made up a bunch of lies about me that I had to then refute, which I did--every single one of them (it was quite a long ripost).

Their strategy seems to be to throw the complaining individual (me at the time) under the bus, in order to distract from the valid issue at hand if they are unwilling or unable to respond constructively. I had no problem with pv until they attacked me. The warranty issues with this manufacturer still exist, so the sad result is that I can't bring myself to order anything from pv ever again even if they have something I want exclusively. It would have been so much better for them to try and work with me, they could have won a customer for life. Instead they drove me away and I've bought a lot of stuff since then!

We did not attack you grokit, nor make up lies about you, the posts are in the Sublimator thread for anyone to read. All we did is correct so many of your incorrect posts which you took offence to, even dangerous ones like wiring 110volts through an XLR connection. You then emailed us an email thread between yourself and Sublimator which also contained nothing you were accusing the manufacture about. When we challenged you privately about the emails you never responded because you knew that they contained nothing about what you were complaining about. We just could not keep watching post after post of your bashing and giving members here incorrect and possibly very dangerous info, sorry if you felt otherwise.
PV

 

[pakalolo]

Sometimes a vendor's actions can alienate an individual though, and the pile-ons can make this forum look ugly. It seems like a forum like this should offer all opinions and experiences about a given retailer, not just the ones based on positive experiences. This latest issue for example is based on longstanding frustration. If a custom product is not in stock often, checking back repeatedly and missing every time while others seem to be able to procure said item can be extremely frustrating, and seems like a legitimate issue.

Perhaps a waiting list could be implemented that would be more equitable, say give the customer a window where said product is reserved for a few days, giving the customer the right of first refusal for that item before it goes to the next person on the waiting list. That would certainly be more constructive than attacking said customer for venting here, which will only guarantee that he shops elsewhere in the future.

I am bringing this up because I was quite satisfied with purchasing from planet vape until they attacked me mercilessly in this forum for bringing up my dissatisfaction with a particular manufacturer's warranty claim response. The attack was within the rules, because instead of insulting me pv made up a bunch of lies about me that I had to then refute, which I did--every single one of them (it was quite a long ripost).

Their strategy seems to be to throw the complaining individual (me at the time) under the bus, in order to distract from the valid issue at hand if they are unwilling or unable to respond constructively. I had no problem with pv until they attacked me. The warranty issues with this manufacturer still exist, so the sad result is that I can't bring myself to order anything from pv ever again even if they have something I want exclusively. It would have been so much better for them to try and work with me, they could have won a customer for life. Instead they drove me away and I've bought a lot of stuff since then!

I've reviewed the exchange that you refer to and frankly, you got off lightly there. PV did not make up any lies about you, but that's not really the point. Our rules don't permit members calling each other liars even if the accusation is true. You could have made your point without the exaggeration and accusation.

 

[Sinclue]

Somebody care to explain just what this thread is about now?

~

 

[CentiZen]

This thread has become a manifestation of the reasons we don't have more industry players operating a presence here, and why the ones we have are leaving.

Please know that the sometimes quiet majority here love and appreciate what you do for the community, PlanetVape.