I wanted to share with everyone my recent experience with Customer Service at Evolv Inc.
I am sure most of you or at least many of you have had to deal with Customer Service about one of your Mods at some point in time. Sometimes that means contacting the vendor you purchased it from or the manufacturer directly.
I have only had to do this 3 times and I have posted elsewhere on this site about the first 2 times so I will not go into detail about those. I will recap the outcome.
My first CS ordeal involved a device with a YIHI board that was defective on a Mod less than 30 days old. This was never resolved even after jumping thru hoops for over 3 weeks with both the Mod manufacturer and YIHI the board manufacturer. Needless to say I have not and will never buy any device made that has a YIHI board in it.
My second go with CS involved a Evic VTC mini that had a bad fire button. I contacted the seller first and the issue was resolved fairly quickly. I went on to buy 3 more of those Mods from the seller in the future.
I recently started having screen issues on my HCigar VT Inbox. The Mod still worked fine but the screen was at best only working 50% of the time.
This Mod was well past the HCigar warranty period and was even past the 1 year Evolv warranty period. I figured I was done for and would end up shelling out funds to replace it.
I took a chance and contacted the Evolv Help Desk on 3-11-18. I even mentioned the Mod was older than the warranty period covered. I really was not expecting anything to happen but boy I was totally surprised by the reply I got.
On 3-12-18 less than 24hours after my first contact with them came a simple and to the point reply. It went something like this.
We can fix that for you. Send it to us and we will repair it free of charge and even pay the shipping back to you. They provided a link to a RMA form for me to fill out and print a copy with instructions to send the Mod along with a copy of the RMA form.
I filled out the RMA printed a copy and packaged the Mod up. I took it to the Post Office on 3-16-18
Evolv notified me that they received it on 3-21-18
Next on 3-27-18 they notified me that the Mod had been shipped with a tracking number.
The Mod was back in my hands on 3-29-18 and working perfect.
In my opinion they went above and beyond what could be reasonably expected of any company.
Hands down the most pleasant experience I have ever had with any customer service department. No questions asked, no jumping thru a million hoops, no back and forth emails and no request for a video posted to YouTube or pictures taken and sent to them.
Evolv/DNA, love them, hate them, or never had one all I can tell you is I will personally never buy another Mod that does not have the DNA board.
I would love to hear from other members about there experiences good or bad if anyone has had the occasion to use them.
