Hello folks,
I have unexpectedly been pulled back into this forum.
To recap, I was someone who tried to use the vape without any herbs on Med-High until the chemical taste goes away, which it doesn't.
I was just about to do a chargeback, when much to my surprise, their COO and Marketing VP had contacted me on the phone (!?)
He said
@mitchgo61 (who they were quite appreciative of) had alerted them to the discussion that I've been having here regarding the chemical taste.
For them to be calling me, I got the sense this was an emergency triage call to get in front of any possible PR problem that I may have generated on this board, and told him as much.
I expressed how appreciative I was of his call, even if it turns out that they could not provide me with a unit that was as low-chemical tasting as I required.
Main points I was told:
- They have a very small staff of 6. (If I recall correctly, I think that does not include their customer support staff however)
- That their customer support staff who I originally spoke to needs training.
- They said it was incorrect for them to tell me it was normal to smell some "manufacturing oils" and they should not have said to just start using it anyway despite the chemical taste.
- They said that only approximately 3% (I forget the exact % it might have been as high as 4%) of the units are suffering from the chemical taste problem that I experienced.
- They know the cause of the smell
- They have "changed the cleaning fluid"
- They have some new tests that "tests the air draw being consistent"
- That they are "now able to get rid of any residual smells"
- "No units should smell"
- New units that use this process are not yet available (I think he said in July?)
- They were very very appreciative of the FC community, and thanked me and the rest of FC for being early adopters and taking the chance with them
- He was clearly excited about the vape discussing things to the effect of how it can vape at such precise temperatures in a novel way
For my problem they are:
- Sending out a replacement
- Indicated that this replacement will not yet use the new process. I told them that if that is the case, then there is a chance I will still taste the chemical taste. He said I could return it as many times as I needed.
- Issuing a call tag for free return of the chemical tasting unit
I have to say I was quite shocked they would be contacting me. I had written them off that they would act just like any other large company. I am pleasantly pleased to wrong. But I know that would never have happened if I didn't post the the largest vaporizer community on the net, and if
@mitchgo61 hadn't personally contacted them and told them whatever he told them. FF indicated they did not read these forums (or at least he himself doesn't).
So thank you
@mitchgo61 because we will now get further to the bottom of this situation, I don't have to do a chargeback, and there is a chance I will get a non chemical tasting unit.
