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Thread: Warning: Joyetech.co.uk sells modified Eleaf iStick Pico 25 kit

  1. #1
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    Angry Warning: Joyetech.co.uk sells modified Eleaf iStick Pico 25 kit

    I finally had decided I should buy a Pico 25 mod and thought that I might as well get the whole kit that includes the tank.

    I Googled “Pico 25” and one of the e-shops in top search-results was Joyetech.co.uk / http://www.joyetech.co.uk

    I visited their website and red carefully through the product page, making sure that their description of what is included in the Eleaf’s iStick Pico 25 kit is the exact same description as all other EU and US e-shops (copy-pasted from Eleaf) which states among others ‘2 ml tank’ and ‘spare parts’. Eleaf is tackling the ‘2 ml tank law’ by including a 4 ml extension glass in the kit among the aforementioned ’spare parts’.

    So I went ahead and ordered it and when I received the Pico 25 kit the 4 ml glass was unfortunately missing. There was literally an empty slot in the package where the 4 ml glass should have been.

    And that is when the ‘worst case scenario’ occurred: I phoned their support and told them about the situation and they answered that this is the case with the specific product. I kindly explained that this is not the norm, that the rest of the European and US e-shops include it and that they should edit the official description which they have copy-pasted to their website and add to it that the 4 ml glass is not included.

    The support-lady clearly did not care about me complaining how misleading their sale was. The only thing she cared about was to repeat over and over, again and AGAIN “we are selling products that follow the UK law”, “your package is the original unmodified kit”, etc.

    Here is a ‘smal’ part of our 30 minute long (!!!) conversation:

    - Me: “Why don’t you add to the original description that the 4 ml glas has been removed.”
    Support: “No, it has not been removed, that’s how we receive them from the manufacturer.”

    - Me: “But every other EU and US e-shop is selling the unmodified kit WITH the 4 ml glass in it.”
    Support: “Then they are being unlawful.”

    - Me: “So all EU and US e-shops selling the unmodified kit are unlawful while you are lawful?”
    Support: “Yes.”

    - Me: “Ok, never mind, can you please send me the missing 4ml glass separately?”
    Support: “No, we cannot do that.”

    - Me: “Then I would like a refund as I have received an incomplete kit.”
    Support: “You cannot receive a refund because you have received a product that includes everything stated in the description.”

    - Me: “But ALL other e-shops use the exact same description, which states among others ‘2 ml tank’ and ‘spare parts’, and WITHIN the spare parts there is a 4 ml glass included while the kit that you have send does not.”
    Support: “The 4 ml should not be there, it is illegal to include it.”

    - Me: “But this IS how Eleaf manufactures the specific kit, this is how all other e-shops sell it, and obviously, the kit that specifically YOU have sold me has been modified and an important part, the 4 ml glass, has been removed resulting an empty slot next to the mod.”
    Support: “The kit that all other e-shops are are selling is illegal.”

    . . .

    I am sure that you have understood by now that this conversation was purposely going around in circles as they did not care about a solution, nor did they want at least to accept that they should edit their description and mention that the 4 ml glass has been removed.

    I finally asked to speak to the manager whom used the exact same tactics, repeating the same answers over and over again.

    I rounded off the phone call by asking her “Do you really think that it is worth risking saving 50 British Pounds for your company against a dissatisfied customer that will clearly tell everybody about this incident online?” and her answer was simply “Do whatever you like”.

    They obviously value more avoiding refunds than a satisfied costumer and they prefer to waste 30 minutes of my and their time repeating things like robots than giving me a solution. And they will certainly avoid to simply tell you a damn “sorry for the misunderstanding, will make sure it will not happen again”. Talking about the epitome of unprofessionalism!

    Fellow vapers, you have been warned, the choice is yours.

  2. #2
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    Can I ask where you are located. This is an Australian forum and I would hazard a guess that our options are much broader than yours. The exchange rate to UK pounds and other European currencies would put most of the products available and possibly effected in the too expensive category. We would buy locally or from China/Asia for much cheaper and uneffected by the new UK/EU restrictions.

    I can understand your frustration and guess that you joined just to warn us. Thank you for that and hope you resolve your issue.
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  3. #3
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    Very frustrating I'm sure, but you are taking them to task for something that is as-described and is legal where you are. In effect, I'm echoing what the support person told you.

    You should turn your frustrations and energy against the TPD, the laws that restrict tank and bottle sizes. These regulations are nothing more than pointless meddling. Any organisation that is doing something active to oppose those laws and get them changed deserves your support.
    Noe, gert, Tara and 2 others like this.
    Chris: Tobacco free since 17:00 15th March 2013.

  4. #4
    Noe
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    If you payed with Paypal, you should be able to lodge a Paypal dispute, as the kit was incomplete. You should be able to at least get the cost of the missing part + shipping for it as compensation, if not the full amount, as the product you recieved was not "as described".

    Thanks for letting us know, another vendor gets added to the list of "do not buy from here"
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  5. #5
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    FWIW I bought two Pico 25's locally and both had a 4ml extension glass and an extended chimney piece.

  6. #6
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    To sell the kits within the UK they must abide by the laws. I'm not sure if there is a difference between selling a 4ml tank
    and including an extension to make it 4ml. Is there? Yes they should have definitely mentioned that the kit would be sold
    without it but I think that is the only thing you can blame them for.

    To be able to sell the kits in the UK Eleaf have had to supply them without the 4ml extension or Joyetech have removed it
    (I don't think you can say for sure who did it). Other countries can include the 4ml tank because they aren't bound by the
    same rules. On the Eleaf site and various other places I've seen it just says 'spare parts'. Perhaps that is how they cover
    their ass when they have to leave out bits n pieces to adhere to the regulations of different countries.

    I'm thinking the only other option is no access to the kit locally.....but like XX pointed out, this is an Australian forum. I'm
    not that up to date with all the current UK laws

  7. #7
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    Quote Originally Posted by Tara View Post
    To sell the kits within the UK they must abide by the laws. I'm not sure if there is a difference between selling a 4ml tank
    and including an extension to make it 4ml. Is there? Yes they should have definitely mentioned that the kit would be sold
    without it but I think that is the only thing you can blame them for.
    There is no difference between selling it with the 4ml tank, including the 4ml tank as spares, or supplying it as aftermarket spares. They would all be illegal in the UK, or from any EU country. Importing it from Asia would be the only option for people in the UK, and that would run the risk of confiscation in the unlikely event that it is detected.

    Crying about it, or insisting that Joyetech in the UK should be breaking the law, or thinking you have any recourse because the company did what they legally had to is failing to come to terms with the reality as it stands now under the TPD. Baby can't have the moon.

    The TPD *does* need to be chucked out though. It's stupid.
    Chris: Tobacco free since 17:00 15th March 2013.

  8. #8
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    Yeah that is exactly what I thought. Even buying it from China, it would have to be from a company that is willing to disregard
    the UK's laws wouldn't it? I actually think Eleaf have removed the tank before shipping the kits to Joyetech. They may not have
    even known which is why they are probably thinking the kit isn't missing anything.

    I agree. Make them aware that they should put a notice or think twice about a copy/paste of kit info but going to this effort to
    complain about them is a bit on the overkill side

  9. #9
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    From what I understand it is perfectly legal to buy any tank with a capacity of over 2ml from companies outside of Europe /UK providing that said companies dont have a registered office in those locations but at the same time a lot of companies are now also selling TPD/TRPR compliant tanks that come with spare parts inside the packaging that just happen to mysteriously as if by magic make the tank capacity over 2ml !

 

 

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