Maybe the reason the cs is not the best or faster is there is so fews issues with HerbalAire vaporizers.... it seems they rarely fail and need to be repaired! I agree they are not fast to answer emails or even to ship packages although they will do it and, at the end, you will be pretty happy (when I ordered from them my first vaporizer ever I waited +2 months to get the package, not totally their fault although, but they included a ton of free accessories!). I think HA mainstream is to work with retailers since this vape is avalaible worldwide in every vapor shop! HA rules! I still love my 2.2!