Wicked Imports

GPEN ELITE FAULTY

hi i bought a GPEN Elite for my husband as a birthday spoil. He got the pen and the unit was sealed and was very happy. After the second or third use the pen started to crack on the plastics and the chamber section on the pen were the mouthpiece clips in started to disintegrate. I contacted the seller (store) and they informed me that there is no guarantee. I found this rather strange as its a premium priced item that has no warrantee or guarantee. (how can this be) I contacted the website on the packaging and sent them the details of my pen inclusive of the serial number. The manufacturer then came back Dear Teft, Thank you for contacting Grenco Science. I'm very sorry to see your damaged G Pen Elite and would be glad to assist. Unfortunately, it is not uncommon for this to happen, so it is covered by the warranty. You've already submitted all necessary items for the warranty claim! Please confirm an address where we can send the replacement. Sincerely, Tatiana CUSTOMER CARE E: info@grencoscience.com C: 800 948 7480 W: https://gpen.com So being outside of America they informed me that they could not discharge a new GPEN ELITE as they are not allowed to ship internationally as they have distributers world wide. Dear Teft, Thank you for contacting Grenco Science. I am very sorry to hear about this but sadly we can not ship outside the US and Canada at this time. I am very sorry for the inconvenience. If there is anything else we can do to help, please let us know! We are available from 8am-5pm PST, Monday-Friday at 1-800-948-7480. Have a wonderful day! Thank You, Devon Thank you, but this is not good enough. There is a one year warranty on this product. This is a defect from your side. As you have stated in previous correspondence. Surly you can give written notification to me so that Wicked Imports can replace on your behalf, as they are one of your agents in South Africa. Please can you advise Regards Cheryl Evans Dear Teft, Thank you for contacting Grenco Science. I am very sorry to hear about this but sadly we can not ship outside the US and Canada at this time at the retail level. This email should suffice for the store to take care of you if they are willing. If there is anything else we can do to help, please let us know! We are available from 8am-5pm PST, Monday-Friday at 1-800-948-7480. Have a wonderful day! Thank You, Devon Kershaw Nicker acknowledged the receipt of emails sent to America. Hi Cheryl Hope you are well Please advise us of the shop name you bought if from, I know you said Rooderpoort china mall But my manager asking for the shop name, Because the retailer suppose send it back to the supplier that he bought it from , so they can replace it Unless they are selling the fake product (its clear that WICKED is not prepared to honour an international warranty by making the above assumption after the manufacturer has already established that the product is original under there warranty claimant serial number) I laid my first complaint on the 13th May 2022 and to date there has been no satisfying resolve to this issue.