A little troubled by very recent contact with Terp Chasers Club.
Purchased a Frolic from TCC back on 09/28/25, so it’s been less than a year. Today this Frolics screen went haywire. I contacted TCC via email, & recd. a response from Stuart that they “don’t process Frolic warranties”. Guess I thought they would take my return provide a warranty replacement and then work with Limelight for credit/reimbursement/replacement from Limelight.
apparently all they will do is forward my e-mail to TCC to Limelight? This seems ass backwards to me. Also I would rather ship to Atlanta GA., rather than Serbia, which could be $$?
As far as I know Limelight has “repair centers” outside of Serbia, at least they were setting one up in Spain when I had an issue with my Frolic. No idea about whether your CS expectations are correct but at least there’s a certain chance, there is someone directly in the US who does repairs/warranties for Limelight.
Ya hopefully they have a service center stateside? I would hazard to say majority of sales are here.
I guess disappointed that the retailer who sold me the product can’t help me out and then upon receipt of my defective unit get a credit/reimbursement or a stock replacement from the manufacture? You know service after the sale and all that jazz?
@dhvfanboy This is fairly common. Many retailers are not equipped to handle repairs, and it’s confusing using the seller as a useless middle man communicating with the company. If you buy a TM2 from POTV you’ll have the same thing, POTV is not a service center for TM2s, VGoodiez is a service center for TM.
@grindy - I might be remembering wrong, but wasn’t VGoodiez also the service center in the US for Frolic?
Limelight is on it & I sent a photo this morning showing the defect in the screen. I’m sure they will get back to me regarding deets.
I guess I was thinking along the lines that the retailer(TCC) sends a new replacement unit and then takes my defective return unit forwards that to the manufacturer and receives a “credit” or a replacement unit the retailer can return to his inventory and is made whole? Wasn’t thinking, hey repair & return your current unit. My bad, I guess?
each retailer does it differently, and even then it can vary by manufacturer. Some manufacturers are okay with retailers doing warranty work, some aren’t. While it is important for retailers to do what they said they would do, it’s not always appropriate for them to do whatever the customer expects.
We can help in some cases, but you opened by telling us the issue, and we immediately knew we couldn’t resolve it with basic troubleshooting. That is why we escalated it to Limelight right away.
We mentioned that they have service centers (vGoodiez) in the US, but it probably would have been better for all involved if we had been clearer that you wouldn’t have to ship to Serbia.
While it’s obviously a better customer experience to get a quick shipment directly from the same retailer, we don’t have authorization from Limelight to make warranty calls. This means we’ll have to involve Limelight anyway. At that point, it doesn’t make much sense to ship it to us and then have us ship it to them. Not that you would have known, but vGoodiez is a 40-minute drive from us, so it doesn’t make a whole lot of sense to ship it twice to essentially the same location.
Perhaps you may be of assistance, apparently due to the 7 hour time difference btwn. The Midwest & Serbia I can only get one communication a day?
Limelight sent the following this morning, perhaps you can help me understand what they are saying? It would appear they are ready to replace my device with a new one for $30 USD & $20 shipping?
This LCD screen is damaged; you can clearly see the physical damage. Physical damage is not covered by warranty.
Replacing the device is the fastest solution. The price would be 30 USD + shipping costs 20 USD. You should also cover shipping to our US warehouse.
Alternatively, we can ship the LCD screen to you for self-replacement; you should cover the shipping costs.
Pretty sure Serbia isn’t part of the Tariff paradigm right now, apparently the orange stain can’t extract anything of value from Serbia. So not really worried about tariffs per se. Shipping costs are another issue! Few months back had to return a vape to Canada(not Taffe) and USPS tagged me $48 for the privelage! Nearly $50 to ship something that weighs maybe a pound?
So $20 for “shipping” is acceptable, especially, considering a Frolic is still retailing for $399. Just trying to understand are they offering a new unit or offering a repair option?
Yeah I read replacing the device at face value. I would expect she would have said replacing a part or the screen if that is all they were going to do.