Fault witnessed in store, yet I was still refused an exchange
This version is stronger and includes the fact that customer support ultimately backed your position:
Absolutely appalling customer service at VPZ Stevenage, and easily one of the most embarrassing retail experiences I have had.
I visited the store because my device was leaking liquid and I wanted the issue resolved. John actually saw the liquid coming out of the device himself, and I wiped it off in front of him. Despite physically seeing the issue, I was told that because the device still vaped, it was apparently working fine and there was nothing he could do.
I found this response completely unacceptable. A device leaking liquid is clearly the reason I had taken the time to return to the store in the first place, yet there seemed to be absolutely no interest in resolving the problem.
After contacting VPZ customer support directly, they could not understand why the device had not simply been exchanged in store as promised. I was also informed that replacing the device would not have resulted in a loss to the store because they are credited for the faulty item.
The situation became even more embarrassing when customer support advised that they needed to email the Stevenage store to make it clear that John should not assist me further, and to instruct the store to exchange the device when I return.
I should never have had to contact customer support and escalate something this straightforward just to receive the resolution that should have been offered during my original visit.
To make matters worse, I also had to pay for parking to visit the store, which is now an additional cost I cannot recover, and I will have to make another journey back purely because the issue was not dealt with properly the first time.
For a specialist retailer, the whole experience was incredibly disappointing. I arrived with the device, the original box and a genuine fault which was actually witnessed in store, yet I still left without a resolution.
Customer support have thankfully stepped in and arranged for the exchange, but the fact they have had to specifically contact the store and request that another member of staff deals with me says everything about how poorly the situation was handled.
First experience with VPZ Stevenage and definitely my last. One star is generous.

Besvarelse fra VPZ - Stevenage
