DIRECT FROM MFLB CUSTOMER SERVICE UPDATE
OK, lot of info today. Had about a 45 minute conversation with my new friend at MF today (she called me). It was an awesome call, as a lot of theories have been debunked and confirmed. As always, the most pleasant, genuine and caring people I've ever dealt with at a business. They obviously still place character of a person HIGH on their list in the hiring process. I'll share what I'm pretty sure I can share and hopefully not talk too much.
#1 on a lot of peoples' minds. The new oil/hash adapter thingy. Ummm... its still in testing, they'll let us know soon. I laughed, she laughed. She knows about as much as we do. R&D is being VERY tight-lipped about this. This also brought up the April Fool's joke. The jokesters, kept it amongst themselves, even customer service was caught off guard. My rep, said she called in to work in a panic, thinking they had been hacked. Even worse for her... they of course, sent ALL inquiries of the space age, batteries never need to be charged, Super Box... to Customer Service. She had a very interesting day, that day.
#2 They are swamped (only 2 people to handle ALL the phone messages and not many more with emails). They are still working out a streamlined approach to warranty claims, investigations and resolution. A lot of newer members of the MFLB family, are unaware... but MF really only took over the customer service department within the last 9 months to a year. It was handled by Blissville before that.
We talked a bit about some of the complaints from users (especially the long wait ones), getting someone to reply. As I check on this thread every day, if I see an issue or made aware of one, I will get you directly in contact with someone to help you ASAP. Not to be abused though. I promised not to swamp her, or send trivial crap. Please however, remember. Once she has dealt with your issue...
future contacts, should still go through the regular
customerservice@magic-flight.com email. This is a favor she is doing for us.
#2a Yes, the change to the warranty language about unreturned warranty boxes and the consequences, was changed because of the most recent incident. However, they are MORE than happy to check the status of ANY box. It was a tough decision for them, to change the language, as they DO care about their LB family. But, I guess there are enough people out there, cheating them... that the change had to be made. However, I was also told this specific issue was resolved with the person... so I hope he comes back and reports a favorable (it was) outcome for him.
#2b Attitude. When you talk to these people, remember you're talking to someone on the other end, that actually does give a $hit. I am not pointing fingers, nor alluding to a specific incident. It just came up in conversation. As I've said before, you catch more flies with honey. Treat them, how you want them to treat you... it will go a LONG way, trust me. You will possibly get the same follow-up phone calls, I get (this is the 3rd time they've called me, asking me for input).
#3 The Exotics are returning... SOON! Didn't give me a date, but within the next couple/few months.
#4 Please make use of the
MFLB FAQ and/or
Vaporpedia. Most questions can be answered without ever posting here, or contacting them. Lowering their email volume will go a long ways to helping all of us.
FINALLY! If you have a warranty claim, you want to make. You will contact MF about it, they will send you an email asking for exact information, in the exact order they ask for it. These are the questions. Save it and cut-n-paste if you need to make the claim. It will save you days, on your claim.
1. The serial number printed on back of Launch Box, along with a digital photo showing the serial number. (type serial here)
(post picture of serial on box, here)
2. If the unit is damaged, include photo of the damage.
(picture of damage. If its hard to see... use photo-editor to circle the damaged area)
3. Please include a brief description of the malfunction.
(exactly as it says. First, tell them what is broken, or not operating properly. If you know how it happened, personally... I include that to. Up to you, with that.)
4. If it is a heating issue, please describe batteries used.
(self-explanatory)
a) Is there a white ring around the positive end?
b) Do you know if they are stock batteries, Powerex batteries, etc?
5. Name and address a replacement would need to be sent to.
(self-explanatory)
6. A phone number, along with best days and times to contact you.
(self-explanatory)
All my jumbled brain can remember right now. Maybe after some meds, I might remember some more... or maybe I just won't give a damn, by that time.
Hope I gave some answers. Just ask and if it was covered, in my conversation, I'll relay it.
(mods - sorry for double post. I figured as long as this took to type, someone would have replied in the thread, by now. plus, I thought it kind of needed its own post, was judgement call)
Yeah, mine has the green light.
