How long does EpicVape take to respond to emails?

Hi,

I bought an E-Nano from EpicVape, I live in the UK so I purchased this 50-watt step-down converter to power the E-Nano because I read that the E-Nano only consumes 15 watts of power:

However, the E-Nano would take 30 minutes to heat up (on 10) and would only lightly brown the herb and produce vapor on the first hit, subsequent hits don't yield any vapor. It would lose heat rapidly. I contacted EpicVape about this and at the same time purchased a different step-down converter to try:

So now what happens is that when I turn the E-Nano on with the new step-down, the heating element on the nano would glow bright red. I turned it off as soon as I seen this and contacted EpicVape to see if it is normal for the E-Nano to do that. I haven't used the E-Nano since because I'm waiting for EpicVape to reply, but it's been over a week and nothing. I posted on Reddit who have told me to register for FC and post a thread there.

Can somebody please help me? I was skeptical about the EpicVape website and worried that if I had any problems, I'd be left stranded. And it very much feels like that. This is my first desktop vape and it's definitely not the best first time experience. Please help me.

Never let it glow that is a huge problem.
They suck at answering emails unless it involves a sale.......they magically get all sales emails.
Call them on the phOne at (866)898-0512 I the USA.

Have you tried messaging AceofVapes directly on here? Also Uk and have tried the facebook/email route. didn't have joy with either but did get an automated reply to email. You could try mailing nadia@epicvape.com also. Hope you get it sorted and please keep us informed, have put own purchase on back burner for time being

arb said:

Never let it glow that is a huge problem.
They suck at answering emails unless it involves a sale.......they magically get all sales emails.
Call them on the phOne at (866)898-0512 I the USA.

Click to expand...

A suggestion leverage this sites search function, plug "Transformer Converter Nano" into the search field and see what you can find.

The heating element should never glow red, this means it’s being overpowered. If you have a voltmeter, check the output of your converter. It should be in neighborhood of 120v. If not, the converter is defective.

I agree about their CS. One should not have to jump thru hoops or sign up to a forum just to get a response in a reasonable amount of time.

Chainfish said:

Have you tried messaging AceofVapes directly on here? Also Uk and have tried the facebook/email route. didn't have joy with either but did get an automated reply to email. You could try mailing nadia@epicvape.com also. Hope you get it sorted and please keep us informed, have put own purchase on back burner for time being

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Thanks, I will get in touch with them again.

Exsmoker said:

The heating element should never glow red, this means it’s being overpowered. If you have a voltmeter, check the output of your converter. It should be in neighborhood of 120v. If not, the converter is defective.

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I don't have a voltimeter, but I will purchase one from Amazon. I don't think EpicVape will let me return the item as it's been over 7 days. I was hoping for any UK users to recommend any converters that they are using and works?

I'm in Germany using this converter without problems, which looks kinda similar to your first one just with 75W instead of 45W. My first few runs were disappointing, too, like yours. Just one hit with barely visible vapor.
Now I let it heat up for at least 15 better around 30 minutes on 7.5 at the dial. I'm getting 2 big hits from <=0.05 g load.
My unit never came close to even glowing.
How do you pack your stems? How do you pull?

This is what they quote on their FAQ regarding converters:

No we currently do not offer a 220v plug version. You would need to purchase a 220v to 110v step down converter with a minimum of 50 watts to use the E-Nano. The proper converter will not effect the life of the E-Nano.

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Maybe I'd give this converter a try? https://www.amazon.co.uk/Step-Down-...keywords=110v+converter&qid=1601295906&sr=8-4

You could also address your problem in the E-Nano thread: https://fuckcombustion.com/threads/e-nano-from-epicvape.7844/page-948 or search the thread for keywords like "uk" or "converter" as I'm sure this topic has been discussed earlier.

Edit:
Obvious question but have you set your new converter to the correct voltage?
The picture on the product page only showing how to convert the other way round. The input switch at the back has to bet set to 220v, then on the frontside using the upper socket.

frosty234 said:

I'm in Germany using this converter without problems, which looks kinda similar to your first one just with 75W instead of 45W. My first few runs were disappointing, too, like yours. Just one hit with barely visible vapor.
Now I let it heat up for at least 15 better around 30 minutes on 7.5 at the dial. I'm getting 2 big hits from <=0.05 g load.
My unit never came close to even glowing.
How do you pack your stems? How do you pull?

This is what they quote on their FAQ regarding converters:


Maybe I'd give this converter a try? https://www.amazon.co.uk/Step-Down-...keywords=110v+converter&qid=1601295906&sr=8-4

You could also address your problem in the E-Nano thread: https://fuckcombustion.com/threads/e-nano-from-epicvape.7844/page-948 or search the thread for keywords like "uk" or "converter" as I'm sure this topic has been discussed earlier.

Edit:
Obvious question but have you set your new converter to the correct voltage?
The picture on the product page only showing how to convert the other way round. The input switch at the back has to bet set to 220v, then on the frontside using the upper socket.

Click to expand...

I purchased that converter you mentioned, and the heating element doesn't turn red anymore. Although I have to keep it at dial 9 and let it pre-heat for 30 minutes to 1 hour to use it. I get about 1 and a half hits from it and the herb turns to a medium brown. If my hands are cold (which they usually are) then I have to set the dial to 10 to make up for the loss.

Is it safe to leave this on dial 9 for the entire day?

To answer your other question, I've tried packing my stem both loose and packed, I tried all the different basket adjustments (now I keep it at the top of the stem so the heating element directly touches the herb)

I've ordered a voltimeter and just waiting on it to arrive. Still not heard from EpicVape, if I could rewind time, I would probably not buy from this company. I don't want to offend anyone but it feels quite unprofessional, as if I bought from an individual on Ebay and now I'm jumping through hoops.

spondra said:

I purchased that converter you mentioned, and the heating element doesn't turn red anymore. Although I have to keep it at dial 9 and let it pre-heat for 30 minutes to 1 hour to use it. I get about 1 and a half hits from it and the herb turns to a medium brown. If my hands are cold (which they usually are) then I have to set the dial to 10 to make up for the loss.

Is it safe to leave this on dial 9 for the entire day?

To answer your other question, I've tried packing my stem both loose and packed, I tried all the different basket adjustments (now I keep it at the top of the stem so the heating element directly touches the herb)

I've ordered a voltimeter and just waiting on it to arrive. Still not heard from EpicVape, if I could rewind time, I would probably not buy from this company. I don't want to offend anyone but it feels quite unprofessional, as if I bought from an individual on Ebay and now I'm jumping through hoops.

Click to expand...

@ACE OF VAPE @nadia_epic.........

spondra said:

I purchased that converter you mentioned, and the heating element doesn't turn red anymore. Although I have to keep it at dial 9 and let it pre-heat for 30 minutes to 1 hour to use it. I get about 1 and a half hits from it and the herb turns to a medium brown. If my hands are cold (which they usually are) then I have to set the dial to 10 to make up for the loss.

Is it safe to leave this on dial 9 for the entire day?

To answer your other question, I've tried packing my stem both loose and packed, I tried all the different basket adjustments (now I keep it at the top of the stem so the heating element directly touches the herb)

I've ordered a voltimeter and just waiting on it to arrive. Still not heard from EpicVape, if I could rewind time, I would probably not buy from this company. I don't want to offend anyone but it feels quite unprofessional, as if I bought from an individual on Ebay and now I'm jumping through hoops.

Click to expand...

I don't understand how your cold hands affect the heat gettint to the herbs? Your hands shouldn't be anywhere near there to make that much of an effect in heat transfer.
I got the screen like 1.6 cm into the stem loading about 0.04 g medium to fine grind herbs in it. I used to have the dial at a 8.5 to 9 in the beginning too and didn't get good results. Then I lowered to 8 and now I'm on 7.5 with the best results so far. Maybe try playing with your inhaling technique a little. But if nothing will help your gotta wait for epic to reply - I feel you, that sucks.

frosty234 said:

I don't understand how your cold hands affect the heat gettint to the herbs? Your hands shouldn't be anywhere near there to make that much of an effect in heat transfer.
I got the screen like 1.6 cm into the stem loading about 0.04 g medium to fine grind herbs in it. I used to have the dial at a 8.5 to 9 in the beginning too and didn't get good results. Then I lowered to 8 and now I'm on 7.5 with the best results so far. Maybe try playing with your inhaling technique a little. But if nothing will help your gotta wait for epic to reply - I feel you, that sucks.

Click to expand...

Sorry I didn't explain it properly, when my hands touch the wooden part of the E-Nano (just as you would normally pick it up) the cold from my hands cools the E-Nano quite a bit that it brings the temp down as a whole. I have tested this also with warm hands (running my hands under a warm tap to bring it to room temp) and using the dial at 10 which leads combustion.

When you mention that you had it at 8.5 to 9 and didn't get good results, do you mean that it didn't produce enough vapour? How many hits do you get at 7.5 compared to the 8.5/9?

I received conformation of an order and a follow-on message a few days after placing an order. Of course, it wasn't a post purchase customer service request but it is an improvement over the last few orders I made.

@spondra emails are an issue, and someone from epic vapes said a lot of emails go into spam.

the toll free number posted, they respond to those pretty quickly. have you tried that yet? Will post again 866-898-0512

if you can't text, maybe can send one via google voice if you have that

spondra said:

Sorry I didn't explain it properly, when my hands touch the wooden part of the E-Nano (just as you would normally pick it up) the cold from my hands cools the E-Nano quite a bit that it brings the temp down as a whole. I have tested this also with warm hands (running my hands under a warm tap to bring it to room temp) and using the dial at 10 which leads combustion.

When you mention that you had it at 8.5 to 9 and didn't get good results, do you mean that it didn't produce enough vapour? How many hits do you get at 7.5 compared to the 8.5/9?

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That's very hard for me to imagine that your hands are able to cool the unit down as much as to the core of the heat to make any significant impact. But well I won't doubt that if you say so.

Combustion at 10 isn't that bad of a sign is it? It means that the heater is getting quite hot at least. Combustion at 10 is normal I guess, depending on your draw speed and the moisture of your flower.
I haven't tried it over 8 for a while now because it's just working fine on 7.5. The ABV is not getting as dark as on my tubo though. It's a light brownn color, maybe a bit darker where it's closer to the heater.

shopdognyc said:

@spondra emails are an issue, and someone from epic vapes said a lot of emails go into spam.

the toll free number posted, they respond to those pretty quickly. have you tried that yet? Will post again 866-898-0512

if you can't text, maybe can send one via google voice if you have that

Click to expand...

I'm from the UK, and with my current SIM provider, they will charge me £3 a minute for the call. I can't afford this.

Can somebody please PLEASE help me? I think I'm going crazy, I have sent more emails, and I've also made a claim on their website and they said they'd get back in 24-48 hours.

The dial when it's off doesn't even go to 0, it's on 2.5, is it like that with all of your dials? You cannot set it to 0/1/2/3. What sort of this product is this? I am honestly so shocked, I had been waiting forever for this E-Nano to arrive and still haven't used it.

I bought a third step-down transformer to test and now the moment you turn the dial on, the blue LED turns to its brightest setting (it's not dim anymore)

I have also tested the E-Nano and the transformers with a voltimeter, the readings are fine for the transformers, but when I test it on the E-Nano power cable it gives random readings then turns to 0 straight away.

Please, I have no idea what to do, I feel stranded. I wasted over £250 on this item and paid +£30 for the import duty. It's well past its "14 day" return guarantee.

Anyone please? I beg you, this forum was my last hope. This E-Nano is as useful as a coke can.

shopdognyc said:

@spondra emails are an issue, and someone from epic vapes said a lot of emails go into spam.

the toll free number posted, they respond to those pretty quickly. have you tried that yet? Will post again 866-898-0512

if you can't text, maybe can send one via google voice if you have that

Click to expand...

Thanks. I will register for Google Voice (never used it before) and see if this works.
UPDATE: I get an error when trying to sign up for Google Voice, doing more research it says:
'The submitted number is from a telephone carrier that is ineligible to be used to claim a Google Voice number. Submit a different forwarding phone number. The number you submit must be from one of the "big four" mobile carriers (AT&T Wireless, Sprint, T-Mobile or Verizon Wireless) or one of their subsidiary or re-seller brands, or from a traditional land line carrier such as AT&T,'

Unfortunately, I don't have the "big four" mobile carrier. So is Google Voice a no go? Should I order a T-Mobile SIM card to get this working?

UPDATE 2: I bit the bullet and called the number (accepting the £3 a minute rate) and got through the EpicVape customer service line, but as I'm waiting in the queue, the woman on the answer machine says something along the lines of 'We are unable to take your call. Please allow 24-48 hours before calling again" and then it hangs up.

I have ordered replacement fuses for my 3 different transformers (just to fully make sure that it's not the transformers) and I will report back once they've arrived.

Epic Support... So sorry to read about your struggles!

This is why we no longer use epic vape or recommend their products.

So sorry for your bad luck. Liked you said living in UK phoning not of much use so need good comms in other departments which seems sadly lacking. Really hope you get it sorted and it's just a temporary hiccup their end. Was really wanting one myself but due to fact warranties are pretty useless over here when you consider shipping, you need good CS to help you to fix any problem your end. threads like these are why i appreciate forum so much

Want to share your email with me and your emails you sent and I’ll send a text for you?
Give your email etc and see what we can do for you

spondra said:

I'm from the UK, and with my current SIM provider, they will charge me £3 a minute for the call. I can't afford this.

Can somebody please PLEASE help me? I think I'm going crazy, I have sent more emails, and I've also made a claim on their website and they said they'd get back in 24-48 hours.

The dial when it's off doesn't even go to 0, it's on 2.5, is it like that with all of your dials? You cannot set it to 0/1/2/3. What sort of this product is this? I am honestly so shocked, I had been waiting forever for this E-Nano to arrive and still haven't used it.

I bought a third step-down transformer to test and now the moment you turn the dial on, the blue LED turns to its brightest setting (it's not dim anymore)

I have also tested the E-Nano and the transformers with a voltimeter, the readings are fine for the transformers, but when I test it on the E-Nano power cable it gives random readings then turns to 0 straight away.

Please, I have no idea what to do, I feel stranded. I wasted over £250 on this item and paid +£30 for the import duty. It's well past its "14 day" return guarantee.

Anyone please? I beg you, this forum was my last hope. This E-Nano is as useful as a coke can.



Thanks. I will register for Google Voice (never used it before) and see if this works.
UPDATE: I get an error when trying to sign up for Google Voice, doing more research it says:
'The submitted number is from a telephone carrier that is ineligible to be used to claim a Google Voice number. Submit a different forwarding phone number. The number you submit must be from one of the "big four" mobile carriers (AT&T Wireless, Sprint, T-Mobile or Verizon Wireless) or one of their subsidiary or re-seller brands, or from a traditional land line carrier such as AT&T,'

Unfortunately, I don't have the "big four" mobile carrier. So is Google Voice a no go? Should I order a T-Mobile SIM card to get this working?

UPDATE 2: I bit the bullet and called the number (accepting the £3 a minute rate) and got through the EpicVape customer service line, but as I'm waiting in the queue, the woman on the answer machine says something along the lines of 'We are unable to take your call. Please allow 24-48 hours before calling again" and then it hangs up.

I have ordered replacement fuses for my 3 different transformers (just to fully make sure that it's not the transformers) and I will report back once they've arrived.

Click to expand...

Thank you to everyone that chimed in to help! I really do love that good or bad FC eE-Nano users really support one another. I was able to finally get an email out to him via my personal email yesterday. There was a miscommunication internally as well with the issue but all has been resolved at this time.

Email Info:
Our email still remains an issue for several customers and our outgoing email attempts. We had some major issues several months ago and ended up with a blacklisted IP that is not quite back to 100% yet. This means I receive a handful of rejected emails per day and many emails going into spam. This is frustrating all around. Yahoo, MSN, AOL, and a few other email providers reject our emails regularly.

Phone & Text: We are proudly based in Costa Mesa, CA (SoCal) and for our sanity only have customer service coverage M-F 10am - 4pm PST with major holidays off and the occasional sick day. (Many times I will catch up on work later in the evenings as well.) If a call is missed we do our best to get back to everyone. I try not to leave a message or one with limited info as we believe discretion is important to a lot of our customers. Calls and texts on the weekend may not always reach us as I have seen with text messages. PLEASE BE AWARE NO IMAGES WILL COME THROUGH VIA TEXT, if you respond with any images we will not be able to receive the message or notification at all.

Webchat, Website...etc: I am looking into more ways our customers can reach us however it is unlikely we will add additional channels until our website overhaul happening before the end of the month. The major goal being webchat support during Black Friday sales when tensions are high and wait times are extended due to the volume of customer requests.

Currently there are only 1-2 people on email working M-F PST, one of those people being myself while also handling phones, texts, web issues, marketing, etc. etc. etc. I assure I do miss calls and there can be a delay on responses in general. With Covid we've put a hold on replacing or bringing on more staff other than one part-time virtual gal. As a result our normal "short-staffed" looks more like 3-4 people on a galleon trying to bail water as quickly as it pours in. It is for this reason we are very loose on warranty coverage deadlines, shipping refunds, and try to provide sales as often as possible. We're aware of our shortcomings but I refuse to give up on providing people with non-combustion options. @ACE OF VAPE on the other hand tries to retire regularly. Ha!

International questions regarding transformers and such can reach out to @ACE OF VAPE here as he tends to check FC more than his email - I can't teach an old dog new tricks it seems. This will also shorten your wait time on a response as we work in separate locations. Please know it will only speed things up in regards to Intl transformer and wattage questions. He will not have information on any specific order, sale, or pending emails. He is usually very busy still cranking out handmade vapes!

As always I am ever grateful for the support you all show us here on FC whether that be helping other users or letting us know we're dropping the ball. We can only get better when we know where we've failed.

Thank you!
Nadia

@spondra hopefully you get taken care of now.

next time, reach out to me, and i'll try to help from this side.

shopdognyc said:

@spondra hopefully you get taken care of now.

next time, reach out to me, and i'll try to help from this side.

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Sure thing.

If anyone is failing to send emails - what worked for me was signing up for a Gmail account and sending an email using it. Initially I was using a Hotmail email, and then subsequently contacted EpicVape using an Outlook email. But the Gmail address was the only one that succeeded. Of course it's not guaranteed but I hope it helps anyone in the current situation.


Thank you all for your help!

spondra said:

Sure thing.

If anyone is failing to send emails - what worked for me was signing up for a Gmail account and sending an email using it. Initially I was using a Hotmail email, and then subsequently contacted EpicVape using an Outlook email. But the Gmail address was the only one that succeeded. Of course it's not guaranteed but I hope it helps anyone in the current situation.


Thank you all for your help!

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Gmail is by far the best bet! We do still get some rejections and definitely spam box but without a doubt it is the most reliable so far.

Recently gmail has been putting my epicvape mail in the junk - annoying. Just found the labor day sale announcements there.