Seriously Disappointed W/social Smoke Cust. Service

[Skarredmind]

[attachment=5462:BadBase.JPG]

I am just getting back into the hobby, and have been buying some things to get myself back up and running. About a week ago I ordered a bunch of things from my go to online shop, Social Smoke (though I suppose it is my FORMERLY go to shop after this...).

Included in the items was a replacement for the broken base of my my 3 foot 3 hose Social Smoke Hookah.

Linky to item.

http://www.socialsmoke.com/Glass-Base-Large-Traditional-Hookah-i

For the lazy, the description is: (copy and pasted directly)


[b]"Details:[/b]
These hookah bases are unique high-quality mouth blown hookah bases. They are beautiful replacements for just about any traditional hookah and are original equipment on Social Smoke Brand Traditional Hookahs.

Type: Mouth Blown
Origin: Egypt
Height: Approximately 12 inches
Diameter of mouth: Approximately 1.82 inches"

My issue, as you can probably see in the picture is that the vase isn't even close to straight! The hookah sits at a precarious angle, this tilt is of course made even better by a LIBERAL warp in the base, so that it not only doesn't sit flat but rocks freely in the direction of the tilt of the neck of the vase.

I called Social Smoke yesterday afternoon and spoke to Ashley, she said I was welcome to return it (because all I really wanted was a replacement that would let me actually smoke my hookah without the coals falling off) I asked if I could get a prepaid return label for it because the cost of shipping is going to be close to the cost of just ordering a new vase for it. She told me that she would need to call me back shortly. 24 hours later, I called back because I'd not heard anything from them. I spoke with Ashley again, she told me that the person "I needed to talk to" was really busy, but because of the way the vases are made, they are sometimes like that. I was again welcome to return it at my expense or order a rubber gasket for the base (which I imagine would help with the rock, but I don't know how it would help the massive bend in the neck of the vase).

Now, I really used to love Social Smoke, their shipping is lightning fast, their tobacco is really good (one of the other things I tried with this shipment) and the hookah that I bought from them, outside of the vase issues, has been quite nice over all, and is my go to piece for parties and such (how the original vase got broken, and another reason why this vase is simply unacceptable.) In their defense, the description DOES day hand blown, I figured that hand blown would mean imperfections in the finish (which it has) bubbles in the glass (which it has) and other minor, and relatively cosmetic issues. I even expect a small amount of wobble from a hand blown piece (which a base protector would fix) but I didn't expect that the neck would be bent in such a way as to make the hookah base unusable.

Am I way off base here folks? What do you think? Its not expensive, I'm almost tempted to just order another and let it go... but then since hand blown seems to equal "potentially useless garbage" to social smoke, I am scared to gamble with them again.

[Zildjian]

there is a difference between minor imperfections and HUGE IMPERFECTIONS. that, my friend, is quite an issue and I personally do not think you are off base wanting a new one at all. I would be pissed if I had the Leaning Tower of Shisha...

[Skarredmind]

MY apologies, this probably belongs in the social smoke reviews section (I swear, I did look but apparently I was a little angry and didn't see the section I needed).

I want to call back and see if I can get a hold of this "Important person" who was too busy to get back to me... I wonder if Ashley expressed that the problem was less the rocking motion and more the angle of the neck of the vase... What do you think? I really don't want to yell at anyone on the phone today (and as a cust service person myself, know that won't get me anywhere...)

[mustafabey]

The Leaning Tower of Shisha! You really need to send them that picture,and a link to this thread and maybe there might be someone at Social Smoke who will be smart enough to know this is way bad for their business. Good luck!

[Skarredmind]

UPDATE:

Just called Ashley as Social Smoke back. She apologized for the problem, and they are sending out a new vase for me!!

Great Job SS! Much happier now, wish that I didn't need to go through the little dance with you guys, but (as long as this vase is a good one) I am happy again! Thanks!!

Alex

[Evilsquirrel]

[quote name='Skarredmind' timestamp='1305061909' post='508957']
UPDATE:

Just called Ashley as Social Smoke back. She apologized for the problem, and they are sending out a new vase for me!!

Great Job SS! Much happier now, wish that I didn't need to go through the little dance with you guys, but (as long as this vase is a good one) I am happy again! Thanks!!

Alex
[/quote]

Because they finally caved to sending you a vase, does not deserve a "great job" and a "thanks"
If you had not repeatedly called them, they would have just ignored it.

[MichaelLCP]

[quote name='Evilsquirrel' timestamp='1305069268' post='508976']
[quote name='Skarredmind' timestamp='1305061909' post='508957']
UPDATE:

Just called Ashley as Social Smoke back. She apologized for the problem, and they are sending out a new vase for me!!

Great Job SS! Much happier now, wish that I didn't need to go through the little dance with you guys, but (as long as this vase is a good one) I am happy again! Thanks!!

Alex
[/quote]

Because they finally caved to sending you a vase, does not deserve a "great job" and a "thanks"
If you had not repeatedly called them, they would have just ignored it.
[/quote]

agreed. 1 right doesn't fix a wrong.

[Zildjian]

[quote name='MichaelLCP' timestamp='1305069816' post='508977']


agreed. 1 right doesn't fix a wrong.
[/quote]

disagree. but in this case it wasnt a "right' it was owed. had he not called again, they would never have called him.

mute point though, as nothing will probably ever come of it lol

[EvansLight]

Ok if they are letting you just keep the other base, I want it xD Seriously I find it to be cool looking as hell. I honestly wouldn't have asked for a new one. Now Im not trying to defend them, but my personal tastes finds the odd ass angle cool

[king_lunchb0x]

[quote name='EvansLight' timestamp='1305128807' post='509046']
Ok if they are letting you just keep the other base, I want it xD Seriously I find it to be cool looking as hell. I honestly wouldn't have asked for a new one. Now Im not trying to defend them, but my personal tastes finds the odd ass angle cool
[/quote]

that thing will draw some attention thats for sure.

[Chreees]

Now that's some serious gangsta lean...

[EvansLight]

[quote name='king_lunchb0x' timestamp='1305133548' post='509057']
[quote name='EvansLight' timestamp='1305128807' post='509046']
Ok if they are letting you just keep the other base, I want it xD Seriously I find it to be cool looking as hell. I honestly wouldn't have asked for a new one. Now Im not trying to defend them, but my personal tastes finds the odd ass angle cool
[/quote]

that thing will draw some attention thats for sure.
[/quote]

I got a perfect condition MZ stem just waiting for it. I use it just as a display already, this will make it even more awesome Plus I love green. So if they let ya keep it, i will so buy it from ya

[Skarredmind]

Like I said, I "wish that I didn't need to go through the little dance with [those] guys" but it is what it is, and since I posted my complaint, and they then fixed it, it deserved updated here, so people could see that while I did have a problem and while I didn't have to call them several times, they did, EVENTUALLY, do the right thing.

Doing the right thing always deserves thanks in my opinion, and while it wasn't a great job that I had to call several times, I still don't take back anything that I said. I have no idea what happened on their end, whether it was a a simple miscommunication, or misunderstanding, or they were just trying to dodge the exchange. In the end it doesn't matter, they took care of my complaint, and I will give them the benefit of the doubt (especially because in the past when I've shopped with them they have been so good to me.)

[Skarredmind]

[quote name='Skarredmind' timestamp='1305392628' post='509491']
Like I said, I "wish that I didn't need to go through the little dance with [those] guys" but it is what it is, and since I posted my complaint, and they then fixed it, it deserved updated here, so people could see that while I did have a problem and while I didn't have to call them several times, they did, EVENTUALLY, do the right thing.

Doing the right thing always deserves thanks in my opinion, and while it wasn't a great job that I had to call several times, I still don't take back anything that I said. I have no idea what happened on their end, whether it was a a simple miscommunication, or misunderstanding, or they were just trying to dodge the exchange. In the end it doesn't matter, they took care of my complaint, and I will give them the benefit of the doubt (especially because in the past when I've shopped with them they have been so good to me.)
[/quote]

"while I didn't have to call them several times" whoops, while I DID have to call them several times.