Haze Square Shipping Thread

I'm going to create a poll here in minute.

The question would be this....

What would you rather have?

*A small company that works hard at checking items to make sure the known issues are addressed and corrected before they leave the warehouse so customers can be assured the best chance of getting a fully functional product that meets their expectations?

Or

*A company they just throws items in the box, ships said items and does a fabulous job of answering emails in quick fashion but when your item arrives it doesn't work?

I guess I just don't understand people. Folks come into this forum, create and account and their grand enterance is to complain about stuff that has been addressed and explained. Good thing you bought this one because some of you would have an absolute meltdown over some of the other preorder vape fiascos. Give Haze a break man! It's a vaporizer and they are working as hard as possible to get them out as quickly as possible. What else needs to be said?

I'm in the "Pending Acceptance" limbo since last Friday (4 days ago). Since then I oddly got 3 emails from my Haze account, all the same telling me my order was completed and a link to the USPS tracking that remains unchanged in status. I got an email first on Friday and then twice yesterday, exact same email. I know some reported they got 0 emails, I guess I got yours too by mistake

I am not complaining, just adding my details in case that helps someone (or worries them up worse, who knows).

I expect I'll receive my Square Pro (no extras ordered) by the end of this week, I hope at least. I'm in New England, USA and ordered on April 7.

Nousernamesleft001 said:

Clearly you have your opinion and I have mine, and that is okay.

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And that is, IMO, the crux of it. Each of us are entitled to our view without perjorative comment from others, in my estimation.

I will say that there are more than one vape vendor who seems to prefer to communicate via internet chat boards rather than through their contact and trouble ticket management systems (and there is no excuse not to have one in this day and age). I have never quite understood that.

Yes, I love vendors to interact with us here...but really only as an add on or accoutrements and not a substitute for responding view web site contact form or via trouble ticket.

Well, back to shipping progress.

Baron23 said:

And that is, IMO, the crux of it. Each of us are entitled to our view without perjorative comment from others, in my estimation.

I will say that there are more than one vape vendor who seems to prefer to communicate via internet chat boards rather than through their contact and trouble ticket management systems (and there is no excuse not to have one in this day and age). I have never quite understood that.

Yes, I love vendors to interact with us here...but really only as an add on or accoutrements and not a substitute for responding view web site contact form or via trouble ticket.

Well, back to shipping progress.

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Baron I can tell you that this is not a matter of preference. It's a matter of bandwidth. Haze is small and it's times like these that this issue becomes glaring. It's a challenging situation for sure. Could they hire more people? Well possibly but they won't need the same level of help when this is over and they also trying to release and vape under $200 in this very competitive market. Would you all be happy to pay more money to get your emails answered quickly even if it had no influence on how fast you would recieve a working product?

Other Side said:

Baron I can tell you that this is not a matter of preference. It's a matter of bandwidth. Haze is small and it's times like these that this issue becomes glaring. It's a challenging situation for sure. Could they hire more people? Well possibly but they won't need the same level of help when this is over and they also trying to release and vape under $200 in this very competitive market. Would you all be happy to pay more money to get your emails answered quickly even if it had no influence on how fast you would recieve a working product?

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Other side - I have worked in operations for tech products for a very long time prior to retiring a year or so ago.

I'm not exactly sure what of my post prompted your reply, but if it was about companies using BBS boards to handle customer communications vice a contact/trouble ticket management system, I'm sorry but I have to reject that excuse. The entire purpose of these systems is to make handing customer contacts and trouble tickets more efficient (way more than checking BBS and PMs), to generate aging reports so that communications and tickets don't languish, and to provide archiving, reporting, and tracking. Using a BBS for that is, IMO, completely bush league.

If your post was prompted by my view that there can indeed be more than one valid opinion on the subject of vendor communications without the need for personal criticism, I'm sorry but I still stand by that proposition.

Other Side said:

Would you all be happy to pay more money to get your emails answered quickly even if it had no influence on how fast you would receive a working product?

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Again, sadly I must say I think this is a false dichotomy. To me, its not an either or situation. If you can't manage, or don't have the resources with which to manage, a product launch and still have reasonably acceptable customer communications and support, then you probably shouldn't be in business. Its just not optional in my mind.

Please note, nowhere in this post have I mentioned or criticized Haze. One poster came here unhappy with the level of communications he is having with Haze and caught the not very rare FC personal pejorative counter-responses by supporters. IMO, this man was completely entitled to his position as it was his money that was on the table (not yours or mine).

My comments above regarding contract/TT management systems and customer communications are generic and apply to a number of companies in the vape market....and are not an attack on Haze in particular.

Now, this is WAY off topic and I suggestion once again we go:

Baron23 said:

back to shipping progress.

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Got mine

@Baron23 My comment was only meant to clarify that Haze is small and has limited resources. Nothing more but since you went into all this detail let's talk about that......

They have a system. The resources normally dedicated to that system are working to check units and fulfilling orders. While you may think this is bush league to not have the resources to do both I happen to disagree. Haze hasn't made it here by being a bunch of dummies so I just think we need to chill and give them a break.

You and I also disagree with how many and which operating systems Haze should be supporting for the app. You were so upset about this on VL that Haze was asking you to "warp your home environment to suit their device" (which is far from the case). So upset in fact that it made you feel like you wanted to "tell Haze to F*ck off". I was actually pretty shocked about these comments (epecially coming from a moderator). You also came over here singing the same song so forgive me if I am perceiving that you have been overly critical of Haze. This is just my perception and I sincerely apologize if I am wrong. You have to admit you can have a sharp tongue (as you know I can as well).

You seem like a smart guy and they could probably benefit from your guidance and opinion. I am sure they would love to pick your brain and improve the business with your help. But with the launch of a new product and the problems associated with it, now is not the time.

As for the new member(s) complaining, they are entitled to do what they want. I can understand the frustration but it's just a vape and this will all get worked out in short order. I personally just happen to think it's poor form to open up an account on a forum and immediately start complaining about issues that have been discussed at nauseum. But again that's just me. I can be a bit of an asshole myself and I am sure there are folks here that don't appreciate anything I have to say. And with that I sincerely apologize to you and anyone else I may have offended. I really just need to stop reading this thread as it does me no good.

Last comment.....if anyone is really all that upset they have not received their unit I offer you mine. I never would have taken it in the first place had I known about the stock issues. I have only used it once for some CBD isolate. I can acquire a new pod/concentrate pad and will happily clean it/ship it to you on my own dime. I can have Haze fulfill my order at a later date. I mean this with all sincerity.

We responded every customer so far guys. It may be a day or two later than we normally do but if anybody who claims that we did not respond to their emails, please provide your email address and we can see who we missed. all emails are responded to and all phone calls are answered. We noticed that some people are receiving our emails in the SPAM folder which we have no control over.

P.S: In terms of dedicating resources to support our customers, we are even using our marketing department to assist customers. Anybody called us, spoken to Bianca or Jackie, can feel free to testify

@Haze Vaporizers you guys rock....hard!!!

Got new emails and my shipping status changed, now scanned in Atlanta, Georgia and due here on Thursday!

Looking forward to it...

My order shipped today with the tracking number I got April 20th. Expected delivery is Thursday.

o man. I opened a ticket w USPS today telling them that my Haze was in tagged "Shipment Received, Package Acceptance Pending" on 4/19 and 5 days later no further activity. And a couple hours later, it starts to track, and its still in Atlanta

Haze Vaporizers said:

I confirmed MaBud’s order that is actually out already. If you guys PM me your order ids, i can get them verified.

We use a 3rd party carrier to take items to USPS distribution center since there are so many of them. It created a backlog over there i assume. Just PM me your order ids.

International customers, it should be tomorrow or Thursday for the forwarder.

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I appreciate the response and tracking info however it wasn’t out already. Despite having tracking since Friday it only actually scanned into the Atlanta post office tonight. I thought I would get a few days with it before heading out of town, but with it only leaving tonight that won’t happen. Not the end of the world but a bit of a bummer thinking it had shipped for the last 4 days...

MAbud said:

I appreciate the response and tracking info however it wasn’t out already. Despite having tracking since Friday it only actually scanned into the Atlanta post office tonight. I thought I would get a few days with it before heading out of town, but with it only leaving tonight that won’t happen. Not the end of the world but a bit of a bummer thinking it had shipped for the last 4 days...

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I feel you, same thing happened to me. I wouldn't blame Haze though. They said they outsource the package transfer, so my guess is the company they used sat on it for a few days before they actually dropped the packages at the Post Office. As Haze mentioned in an earlier post, this may not be negligence but a high volume issue. Sure that could be BS, but I'm giving Haze the benefit of the doubt for their efforts to be straight with us.

Haze Vaporizers said:

We responded every customer so far guys. It may be a day or two later than we normally do but if anybody who claims that we did not respond to their emails, please provide your email address and we can see who we missed. all emails are responded to and all phone calls are answered. We noticed that some people are receiving our emails in the SPAM folder which we have no control over.

P.S: In terms of dedicating resources to support our customers, we are even using our marketing department to assist customers. Anybody called us, spoken to Bianca or Jackie, can feel free to testify

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Okay, I will retract a portion of what I said. Regarding the e mail I sent a little over a month ago, I cannot say without a shadow of a doubt that I checked my spam folder, and the folder auto deletes every 30 days so I cant go back and check. So I have to admit it is certainly possible that I just didnt see it, Ill add a note to my earlier posts as well.

Saying the spam folder is out of your control is a bit of a stretch, the way your e mail server is set up (or if it is 3rd party) and the content of your e mail is what triggers spam filtering. That being said, Gmail JUST upped their security certificate requirements and made it harder for folks without robust email servers to get through. This was just an issue for several of my clients in my own business and I dont hold it against Haze AT ALL, I do reccomend that once this Square craziness settles in the coming months they look into it, but I don't expect it to be their priority right now. Honestly it seems like to me Gmail is trying to make their servers the only practicle option for small business by screwing others over, so I certainly sympathize with the issue.

I stand by I would have expected e mails as delays continued. I got one (in my spam folder) for the first delay, it said the estimated shipping date was 4/12. It is 13 days latter and USPS doesnt have my package yet. All I would have asked is a couple mass e mails that would have only taken a few minutes to send out to keep us all up to date.

All of this being said, on this four Haze Haze been very comunicitive and is responding to my PM in a such a timely way that it exceeds expectations.

This is the last I am posting about all of this, I really didnt expect so many folks to get this excited over one frustrated customer. All I will say is I have certainly admitted that it is possible I never saw their response (which was about 50% of my complaint), once I found this forum they have been very helpful, and I hope others, including haze, understands why it was still frustrating to not be notified via e mail as continued delays occurred. Haze communicating with me now has certainly taken me from a disgruntled customer to a happy customer and I very much appreciate them doing so.

Nousernamesleft001 said:

On this forum yes. They have not been comunicating with my e mail on file. Fortunatly I found this thread they are active on. I was not told to go here, I did not hear about the square here. I found it after searching around for an answer about why they have not responded to my e mails or updated me on the status of my order. That is not communicative. That is not transparent. There is no excuse for not notifiying of delays via the contact information they requested I give them, it is very easy to send an e mail to a large group. This would not be acceptable in any business and it shouldnt be here either. That being said, I understand they are a small business, which I work in as well, and it sounds like they have had a hell of a time with things that were not in their control, so I sympathize. But I stand by the fact that they should be contacting their customers directly when there is a delay. They also should not make additional promises they cant keep over and over and over. I understand it sounds like they are working double time to catch up and I appreciate that, but the fact remains.

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I was hoping edit this post, but it wasnt working (new to FC).

I want to retract part of what I said. Haze made a post reminding folks of the spam folder issue. I cannot say without a shadow of a doubt that I checked my spam folder after I sent the e mail I claimed they didnt respond to over a month ago and my folder doesnt go back far enough to check. So to be fair, it is entirely possible I didn't see the e mail due to my e mail provider and not Haze. I will also say I have PM'd Haze and they responded very quickly late at night for their timezone and so far have exceeded my expectations of communication on that platform. I stand by the other things I said, but they have certainly turned me into a happy customer.

Quick question for the Haze...

How delayed will the "easy load tray" be? Got my Haze, but I remember you saying that it would be sent separately.

(BTW...Loving my new Square)

Solomon said:

Quick question for the Haze...

How delayed will the "easy load tray" be? Got my Haze, but I remember you saying that it would be sent separately.

(BTW...Loving my new Square)

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Trays arrived and being shipped with units. The previous shipments where we did mot ship a teay, are being printed labels at the moment and all will be shipping out by Friday.

Haze Vaporizers said:

Trays arrived and being shipped with units. The previous shipments where we did mot ship a teay, are being printed labels at the moment and all will be shipping out by Friday.

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And ss pods? Did they arrive?

Haze Vaporizers said:

Trays arrived and being shipped with units. The previous shipments where we did mot ship a teay, are being printed labels at the moment and all will be shipping out by Friday.

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Of course @Haze Vaporizers, I have to ask given how important these trays are, are you using the same outsourced vendor, process and carrier to ship out the trays (ie do you think that they will sit for 5 days b4 they actually ship )? And will our orders reflect the tray shipment tracking nbr?

Raptor5150 said:

"Your item arrived at our ATLANTA-PEACHTREE GA DISTRIBUTION CENTER origin facility on April 23, 2018 at 8:53 pm. The item is currently in transit to the destination."

anyone else get updated tracking? How much longer now?

Edit:

Email says wednesday the 25th ill have my square. Better late than never i suppose.

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Did you get it? How is it?

benbar21 said:

Anyone from Canada have it update yet? I know it'll update soon, just wondering!

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Benbar21, I'm from Canada and my USPS shipping hasn't updated yet. Has yours? I wonder if our orders have been checked for the gasket problems given that they have been sitting for a week.

ordered April 10 and from Canada.. was told that my order would ship today but reading the forum looks like haze is looking to finalize shipment of all orders and accessories by tomorrow--so I would wait until then to inbox them with your order number.

Look at what the drone dropped off!!

Flame Gucci said:

Look at what the drone dropped off!!

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Cant wait to hear your first impressions... Mine is supposed to be here tomorrow.