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Firewood Vaporizer
- Thread starter Bouldorado
- Start date
RastaNarnian
Well-Known Member
Anyone have any experience with how long Marc takes to reply to support emails?
I ordered a FATX on 4th of July that was shipped on the 7th. Nearly 3 weeks later it has somehow been in customs in Albania for the past 4 days instead of the UK where I live. I mailed him early yesterday about it but he hasn't replied yet.
I ordered a FATX on 4th of July that was shipped on the 7th. Nearly 3 weeks later it has somehow been in customs in Albania for the past 4 days instead of the UK where I live. I mailed him early yesterday about it but he hasn't replied yet.
So i have really been enjoying my FATX. Enjoying it enough that it came time to clean it, again. The first cleaning was pretty superficial, because it hadn't been used much yet. This time, it needed a through cleaning. Unfortunately, i am unable to give it one.
The screen is very difficult to remove, and even more difficult to put back the way it was. But i was, eventually, able to get it back in, sort of. Reassembling the stash compartment is not at all easy.
But the big issue is this: It is not actually possible to really clean this device, because the bowl, and the piece below the bowl (which may or may not be a separate piece from the actual bowl) are not removable, despite the fact that these are the parts that most need cleaning after use. Because they are not removable, one is left to swab away with iso-soaked q-tips in deep, narrow holes, to some limited effect. The part in the lower piece after the 90 degree turn is impossble to clean by this method. What appears to be a seam between the bowl and the lower piece with the 90 degree turn is also impossible to clean, as it is sandwiched between two non-removable parts.The part of the bowl assemblage that does come out (the mouthpiece adapter) does not get nearly as dirty as the parts that you can't clean. Probably someone else could remove the o-ring from it to permit thorough cleaning, but i can't.
Now maybe i am missing something- this is the tenth iteration of this very popular device, and it is hard to imagine that making it possible to clean the thing hasn't been incorporated into the design. But unless there is something i am missing, this seems like it is esentially a $260 disposable device that can be used only until it needs a really thorough cleaning.
The screen is very difficult to remove, and even more difficult to put back the way it was. But i was, eventually, able to get it back in, sort of. Reassembling the stash compartment is not at all easy.
But the big issue is this: It is not actually possible to really clean this device, because the bowl, and the piece below the bowl (which may or may not be a separate piece from the actual bowl) are not removable, despite the fact that these are the parts that most need cleaning after use. Because they are not removable, one is left to swab away with iso-soaked q-tips in deep, narrow holes, to some limited effect. The part in the lower piece after the 90 degree turn is impossble to clean by this method. What appears to be a seam between the bowl and the lower piece with the 90 degree turn is also impossible to clean, as it is sandwiched between two non-removable parts.The part of the bowl assemblage that does come out (the mouthpiece adapter) does not get nearly as dirty as the parts that you can't clean. Probably someone else could remove the o-ring from it to permit thorough cleaning, but i can't.
Now maybe i am missing something- this is the tenth iteration of this very popular device, and it is hard to imagine that making it possible to clean the thing hasn't been incorporated into the design. But unless there is something i am missing, this seems like it is esentially a $260 disposable device that can be used only until it needs a really thorough cleaning.
When I'm using it as a primary device, I generally clean it out after running maybe an eighth to a quarter through it.
I've found to clean, although the first couple times I struggled to get the screen back in, once I got the hang of shaping it properly first, goes in fairly smoothly. I'm able to clean the bottom of the bowl (and the top) well with a few q-tips with 99% ISO, and the other side where the mouthpiece adapter joins up. I'm able to get a pipe cleaner through without any trouble to clean the path between the bowl and the mouthpiece adapter. I basically clean it until the q-tips come back clean.
On a whole, I find it not too bad to clean and definitely stays clean enough for a decent amount of time. Takes me maybe 10-15 minutes to do a thorough cleaning.
I've found to clean, although the first couple times I struggled to get the screen back in, once I got the hang of shaping it properly first, goes in fairly smoothly. I'm able to clean the bottom of the bowl (and the top) well with a few q-tips with 99% ISO, and the other side where the mouthpiece adapter joins up. I'm able to get a pipe cleaner through without any trouble to clean the path between the bowl and the mouthpiece adapter. I basically clean it until the q-tips come back clean.
On a whole, I find it not too bad to clean and definitely stays clean enough for a decent amount of time. Takes me maybe 10-15 minutes to do a thorough cleaning.
Octavia
No thoughts, head empty
In my experience he usually takes a few business days. When I’ve emailed him I usually would get a reply the following Tuesday
Chicken No Name
Dazed and confused
Mine buzzes very quickly. Had to really focus when changing pre set temps. Got there in the end.
RastaNarnian
Well-Known Member
Thanks. Hopefully he gets to my mail soon. Package is still in Albania.
borbjorbis
Well-Known Member
Is the FATX pocket-able enough that you eventually just forget about it being there? A little worried about how thick it appears to be relative to the previous 3 models.
Bob “Rob” Roberts
Well-Known Member
He changed the name, she’s fat.
borbjorbis
Well-Known Member
So I take that as a you'll kinda always feel it in your pocket? But it is still more of a pocket portable than a bag portable I hope? Just trying to decide if it has a use case for me.
Bob “Rob” Roberts
Well-Known Member
I’d imagine it would disappear in a cargo pocket or the like.
RastaNarnian
Well-Known Member
Has anyone got another method of contacting Marc apart from on here or via his contact email? It seems that my FATX is lost somewhere in Albania as it hasn't moved for over a week now.
I really shouldn't have to wait this long for a reply to support emails.
@firewood any help with my order?
If it gets to a week after first contact with no reply then I may have to reluctantly proceed with a chargeback via my bank. It sucks because I actually just want my FATX!
I really shouldn't have to wait this long for a reply to support emails.
@firewood any help with my order?
If it gets to a week after first contact with no reply then I may have to reluctantly proceed with a chargeback via my bank. It sucks because I actually just want my FATX!
Unrealdimension13
Member
Im pretty sure it's not out of the ordinary for packages to sit at customs for a whileHas anyone got another method of contacting Marc apart from on here or via his contact email? It seems that my FATX is lost somewhere in Albania as it hasn't moved for over a week now.
I really shouldn't have to wait this long for a reply to support emails.
@firewood any help with my order?
If it gets to a week after first contact with no reply then I may have to reluctantly proceed with a chargeback via my bank. It sucks because I actually just want my FATX!
RastaNarnian
Well-Known Member
I know, but I don't live in Albania. I live in the UK. There is no reason for my package to be in customs in Albania, hence my trying (unsuccessfully so far) to contact Marc for help.
Yes I know he isn't part of a big company, but I've never had this sort of wait for replies from any other artisan maker I've dealt with over the years. It's strange as everyone says he is great at customer service.
zatonic
Well-Known Member
You'll get a reply for sure. I think he sets days for service emails / days for production. Been doing it for a longggg time. Trust us. He's legit and will make it right eventually. I usually get a reply in about a week when a new version comes out. Early adopter too. I think once order slow down, replies from him come in 1 or 2 days.
As for your shipping issue, you're better off trying to contact the shipping company for support. Marc can't do anything until it's deemed lost and he'll probably have to re-ship. So there's really no point in contacting him until about a month or 2 past shipping date for international orders. I ship where I work, often internationally.
RastaNarnian
Well-Known Member
It was sent First Class International via USPS. USPS will not open enquiries on first class international post, so contacting them would be a pointless endeavour.
I have been trying to contact Marc to check if the tracking number provided to me is incorrect, as I can see no other reason that my package would be in Albania in their import customs.
If Marc only answers mails on certain days, then it should be stated on his website or via an auto reply email. This would prevent people getting annoyed at being seemingly ignored. Let's not forget that he sells items worth hundreds of dollars as a business, not a hobby. Part of business is customer service.
Marc is very professional, he always responds and resolves issues, and has been doing so for over 10 years now.
You just need a little patience in this case. I completely understand your discomfort at the inconvenience.
zatonic
Well-Known Member
I guess I don’t expect corporate level customer service for a small artist hand making a handful of newly released units per week. I’m just grateful to get my hands on such device. Multiple people here are reassuring you everything will be fine. Again, we’ve been there, understand the frustration. But it will get fixed.
RastaNarnian
Well-Known Member
I know he's a good guy. That was a part of my wanting a FATX along with it being excellent functional art and have no doubt that it will get sorted out.
I just want to get in touch so I can get my FATX in my hands
I just want to get in touch so I can get my FATX in my hands
nicknobody
Well-Known Member
Solid outdoor companion and one heck of a vaporizer
RastaNarnian
Well-Known Member
Still no response regarding my package being in the wrong country. It was shipped 26 days ago and has been in customs in the wrong country for 12 days.
Marc has been online on here more than once since I first contacted him on the 24th of July, so appears to be ignoring me for some reason. I have been nothing but polite in all communication with him, so there is no reason for this.
Has anyone here had any contact with him recently? This is getting to be very frustrating. I'm not sure I even want my FATX any more and may just sell it on if it ever arrives.
Marc has been online on here more than once since I first contacted him on the 24th of July, so appears to be ignoring me for some reason. I have been nothing but polite in all communication with him, so there is no reason for this.
Has anyone here had any contact with him recently? This is getting to be very frustrating. I'm not sure I even want my FATX any more and may just sell it on if it ever arrives.
I'm not sure what Marc could do for you but are you sure you are emailing the contact email on the firewood aroma tech website?
RastaNarnian
Well-Known Member
Yes I have emailed the address on the website. I also dropped him a message on here.
As for what he can do, all I have asked him to do at the moment is confirm that he gave me the correct tracking number. In fact, anything more than total silence would help.