In certain cases involving a malfunctioning disposable vape device, the Quality Assurance team may request that the physical device be returned for inspection. This article explains the process for initiating a device return, what customers should expect, and how agents should handle this request.
A physical device return for QA inspection is typically requested in the following circumstances:
- The device failed very early in its expected lifespan (within the first 20% of use).
- Multiple complaints have been received for the same lot number, warranting a hands-on investigation.
- The agent or QA team believes the failure mode requires physical analysis to determine root cause.
- The customer has agreed to return the device in exchange for an expedited resolution.
Device returns are not mandatory. Customers who prefer not to return the device may still be eligible for compensation based on photographic and video evidence.
If you have agreed to return a defective vape device for QA inspection, please follow these instructions:
1. Do not attempt to charge or use the device further.
2. Place the device back in its original packaging if available.
3. Seal the device in a small, padded envelope or rigid box.
4. Include a note inside with: your name, ticket/complaint number, product name, lot number, and a brief description of the issue.
5. Do not use tape directly on the device itself.
6. Ship to the address provided by your support agent using a tracked shipping method.
Pure Sun Farms will reimburse reasonable shipping costs upon submission of your receipt through the EcoServe portal.
To initiate a device return:
1. Confirm with the QA team that a physical return is warranted for the specific lot.
2. Obtain supervisor approval if a return has not been pre-approved for the lot in question.
3. Provide the customer with the QA return shipping address (available from QA team lead).
4. Advise the customer to include their complaint ticket number with the return.
5. Update the Zoho Desk ticket with 'Device Return – Initiated' and expected receipt date.
6. Notify QA when the device is expected to arrive.
7. Follow up with QA within 5 business days of expected receipt to confirm arrival and initiate inspection.
When a customer agrees to return a device, the standard resolution timeline is extended to allow for QA inspection. Customers should be advised:
- Device must be received within 14 days of the return being initiated.
- QA inspection will be completed within 7 business days of receipt.
- Final resolution will be communicated within 3 business days of QA report completion.
If the customer requires an interim resolution while waiting for QA results, a Tier 2 agent or supervisor may authorize a temporary credit or replacement.
All returned devices must be logged in the QA device tracking system. Agents should provide customers with a return tracking reference and follow up proactively. Customers should not be required to wait beyond 30 days from initiation to receive their final resolution.