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V2 Cigs Electronic Cigarettes Blog

V2 Cigs Website Outage

Date Posted: March 15, 2011

V2 Cigs News

Update: 1:15 EST 4/1/11

Due to misinformation circulating around recent events at V2 Cigs, we feel it is important we stress the safety of customer data on our site.

V2 does not store credit card information.  Just like all online and retail vendors utilizing a 3rd party PCI compliant payment gateway, your credit card information is processed securely through an encrypted page with the gateway and stored with the credit card companies (Visa, MC, Amex, Discover, etc.) themselves.

When you enter your billing information on our website, it is on an encrypted page linked directly to the Credit Card company.  Online venders from Amazon to Best Buy utilize the same process we do.  Refund requests go through the 3rd party gateway, referencing the purchase by invoice number (your unique order number) and the time and date of the purchase. We must then verify the match with our system before the refund can go through, which is way the refund process may take a few days.

Due to new PCI compliance measures issued last year for all online vendors, our site is checked multiple times a day by Visa/MC/Amex/Discover for compliance.  If we were not compliant, our ability to charge credit cards would be instantly revoked. Our Verisign Secure Key (listed on the bottom of the site) and our MacAffee Secure Key (on the top right of our site) both independently check our site for security. Every time you visit the site, this compliance check occurs and the Verisign and MacAfee keys only show if their systems detect full compliance.

We take security very seriously at V2 and regret any concern our customers have experienced.  If there was a breach of personal data or any security measures were compromised, you would be informed immediately by us as well as your Credit Card company as it is required by law.

Update: 2:06pm EST 3/18/2011

We have successfully restored website functionality to the  site, along with full access to all customer data and orders. There are some lingering issues and we are still working to restore and integrate some back end systems. This is temporary and does not affect order shipments, however, you may experience some delays due to the downtime.

  • Until data is fully migrated, customers will not be able to see orders placed prior to 3/16. Customer service has full access to this information and can give you an update via phone or live chat.
  • If you are experiencing difficulty logging into your account, you will need to reset (or have customer service  reset)  your password to login to  the site. Please check your spam folder when attempting to manually reset your password.
  • We are in the process of contacting customers via phone who sent an email to Stpatrick@v2cigs to reserve their sale discount. Any emails sent after 03/17/2011 PST will not qualify for the sale.

Customer service is here to remedy any inconveniences you may have experienced due to this unforeseen site downtime. We thank you for your patience as we continue to grow and improve.

Update: 5:00pm 3/17/2011

While our website is back up, but we have experienced unforeseen account and site issues and are working to resolve them as soon as possible. We apologize for any inconveniences you may be experiencing at this time and acknowledge your frustration.

You may experience difficulty logging into your account, viewing past orders or placing St. Patrick’s Day sale orders. We are aware of these issues and are working to correct them.

If you are attempting to reach customer service for any of the above issues, please try back at a later time. We are experiencing extremely high call and chat volume and hold times may be significant.
If your issue is urgent, and we will address it as soon as we are able.

If you are attempting to place an order for the St. Patrick’s Day Sale and are unsuccessful, we will honor the current sale price and process your order at a later date if you send an email to:

stpatrick@v2cigs.com

This offer applies to emails sent to this address only on 03/17/2011 for orders of menthol 5,20 and 40 packs.

Thank you for your patience and understanding as we work to improve V2 Cigs to better serve our customers.

Stay tuned to our latest progress updates via our Forum, Facebook and Twitter as we work to resolve the root cause of the site downtime.

Forum:  http://www.v2forum.com/

Facebook:  http://www.facebook.com/v2cigs

Twitter: http://twitter.com/v2cigs

Customer Service: 1-877-37VAPOR

Original post: March 15, 2011:

V2 Cigs has experienced intermittent accessibility throughout the day, and is currently down as of 7:06 EST due to a massive back end site upgrade and resulting technical difficulties. We appreciate your patience as we continue to grow and improve our system.

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