Discontinued Hopper io

[zymos]

OMG, the difference between bodies is night and day! Or clouds vs clear skies. My first try was at 4, I’m sure I could go a little lower, I usually kept my OG hopper at 3.5.

For sure all us customers deserve a much smoother experience: getting it right the first time and not needing to send brand new units right back. Especially you folks outside of the US, what a pain. Hopefully mine will keep on performing for a long time, though thank jeebus for the lifetime warranty!

Anyway, the Ti io delivers! (Eventually)

 

[jabba]

OMG, the difference between bodies is night and day! Or clouds vs clear skies. My first try was at 4, I’m sure I could go a little lower, I usually kept my OG hopper at 3.5.

For sure all us customers deserve a much smoother experience: getting it right the first time and not needing to send brand new units right back. Especially you folks outside of the US, what a pain. Hopefully mine will keep on performing for a long time, though thank jeebus for the lifetime warranty!

Anyway, the Ti io delivers! (Eventually)

A bigger issue is that newbs to the hopper may not realize that their shiny new vape doesn't operate remotely within a tolerable range. I wonder how many people have hoppers that function poorly and think to themselves 'meh'..... stck it in a drawer.... and forget about hopper for eternity. It's really just bad for business. Bush league. Particularly for an established company. I'm still pulling for HL .... just because the device (eventually) is really great..... but they don't make it easy.

I'm glad you got a good ti back in your hands. Enjoy it!

 

[lisifi]

though thank jeebus for the lifetime warranty!

yea, that Grasshopper had lifetime warranty too ... doesn't matter much if they ditch the product/name ...

 

[SquirrelMaster]

If you went thru warranty portal, you would get a shipping notice (as @zymos did).
If your deal was done simply via emails, as-in, "we'll send you a new one, you send the old one back" then you would not get a special email about shipping, but if you're getting anxious you could email and ask if it went out yet.

I did not, only emails. I refuse to start a warranty claim for a device they shipped out wrong to begin with. From when I emailed them Sunday (Jan. 24) they got back to me yesterday to tell me it'll ship this week. They should have shipped it immediately last week when they were sending out replacements for all the other brand new, non-working IOs they had to replace.

If I don't get a tracking number this week I may just contact my credit card company and issue a charge back. I don't like being screwed around and my credit card company will have my back so I'm not worried.

 

[lisifi]

I refuse to start a warranty claim for a device they shipped out wrong to begin with.

I feel you SquirrelMaster,
but that's how they operate ...

i can relate with this scr:


they refuse to RMA it, and hold ME responsible for their faulty service, non-existing QC, basicly they hold me hostage to shell out some cash to repair their broken businessmodel ... dunno if they would be held accountable if they admitted to it (calling it a RMA) ... funky way of doing business out there,

but hey, ... what do i know about doing business eh ...

edit: they even refer to the old ghvape.com site ... #whaddabunchof#grmblegrmble

 

[jabba]

they refuse to RMA it, and hold ME responsible for their faulty service, non-existing QC, basicly they hold me hostage to shell out some cash to repair their broken businessmodel ... dunno if they would be held accountable if they admitted to it (calling it a RMA) ... funky way of doing business out there,

but hey, ... what do i know about doing business eh ...

Respectfully I don't understand your sentiment. You received a standard response to your request for repair which shows that HL is attempting to assist you. Perhaps I am misunderstanding your post? Nothing that you posted supports your own conclusions. What am I missing here?

 

[lisifi]

Respectfully I don't understand your sentiment.

well, i ordered a IO, ... paid €90 taxes/customs to receive it ... tried it ... and yeah, it does not work ... so i reached out to them ... and yes, i have to send it back to them, on my costs, on my own responsability; Hoppa, add another €40 for shipping on my account;
(so it never ever worked! never got to use the thing! I contacted them immediately ... is this RMA???)
--> is this how it works? Shouldn't they send me a voucher or something that i slap on the box and put in the mail?

Anyway,
If they receive it, and they do send it back ... i'm guessing i'll pay the €90 again (because they'll label it as a new Hopper, valued at $xxx) ... and then i get to hope again that they will have done their job as in acually sending a WORKING ONE to the other side of the world;

Other experiences i have had, just asked me for some video/photo proof & they sent me a new one (Davinci IQ Support people, yes they did)
But this Hopper-history is something else

TL/DR: Salty about the non-existing RMA procedure when Hopper sends out DOA's (can't they just test the damn things before shipping)

 

[kilo]

That's not an io.

... and yes, i have to send it back to them, on my costs, on my own responsability

Overseas returns are so expensive. While I really like my io and have had good experiences with RMAs on the OGs I don't think I'd recommend it to people in Europe, unless they have lots of disposable income. Hopper Labs should set up a distributor to handle warranty these claims.

 

[lisifi]

Overseas returns are so expensive. While I really like my io and have had good experiences with RMAs on the OGs

edit: i have problems with the whole cs/cx around it (and qc), i would "like" my IO if a had a working one (i guess)

True,

but i had a certain vape with a certain rubber grommet that would pop up when heated/in use;
and the experience with them was nothing short of *perfect*; (how do i add them here, but that's beside the point)
A video/demo proof with date was asked & uploaded, and a week later a new shiny unit popped up on my doorstep :yay:
now THAT's service & customer support (they ended up with a happy & proud supporter of their product)

if i have to compare that overseas Customer Experience with the Hopper-experience ...

And the history of this thread just confirms case after case ...
Many salty posts & bad rep could have been avoided with better quality control, furiating but true ... yet ...

Ah well, maby we're idiot Achabs chasing that super-slick-hi-power-bong-whitewalling-pen-vaporizer ...

 

[jabba]

Regardless of an io. They say lifetime warranty making you wait a lifetime. Its just they have shifty customer service and will not help original backers out.

https://imgur.com/a/9yDNedk

If you send these new hoppers out you won't see them for 6 months because thats how busy they are. I'm just waiting till they fall and crumble

I'm not defending them....because this is abhorrent. It seems more likely, however, that Hopper Labs is putting any/all non io related warranty issues at the back of the line behind all io related issues. I say this empirically because I just had excellent response times with an RMA relating to my io hopper.

I am never fully able to relate my truest sentiments with regards to Hopper Labs....but I will try again: I cannot remember a time when I observed a company or manufacturer who produced/sold a more brilliant and marketable product....while continuously making virtually any and every possible marketing and customer service gaffe possible. It's like watching a Laurel and Hardy routine. Remember folks...I am a HUGE fan of the Hopper device here!....and even I have never in 5 years of ownership recommended my beloved Hopper to a friend. It seems impossible that despite HL's poor customer service and reliability record that they are able to keep the doors open/lights on.....yet they do. Perhaps they are shipping more devices than we would guess? I am hopeful that we at FC are simply a loud minority yet I have my doubts. I also find it curious that HL has apparently never consulted with or consistently heeded the professional advice of marketing experts......or at least LEARNED or grown from their past behavior(s). It is terribly unfortunate that HL has smeared and assaulted themselves in public view...and repeatedly...while having created an otherwise potentially enormous 'hit' of a product. I can only shake my head at them....and pray that my beloved io will continue to perform admirably.

If I had to guess....HL is a company being RUN by engineers. Engineers not only created and manufacture the product/device....but unfortunately they are also apparently in charge of the website, customer service, public relations, and marketing. A simple in person demonstration of a fully functioning io to virtually any pothead would result in a sale....or at least would provide for excellent word-of-mouth person-to-person marketing. Just because you have a gorgeous kitchen and a Viking oven doesn't mean that you now how to cook.

I wonder what George Breiwa of Dyanavap fame would have accomplished during the last 5+/- years had he created the Hopper.

 

[SquirrelMaster]

well, i ordered a IO, ... paid €90 taxes/customs to receive it ... tried it ... and yeah, it does not work ... so i reached out to them ... and yes, i have to send it back to them, on my costs, on my own responsability; Hoppa, add another €40 for shipping on my account;
(so it never ever worked! never got to use the thing! I contacted them immediately ... is this RMA???)
--> is this how it works? Shouldn't they send me a voucher or something that i slap on the box and put in the mail?

Anyway,
If they receive it, and they do send it back ... i'm guessing i'll pay the €90 again (because they'll label it as a new Hopper, valued at $xxx) ... and then i get to hope again that they will have done their job as in acually sending a WORKING ONE to the other side of the world;

Other experiences i have had, just asked me for some video/photo proof & they sent me a new one (Davinci IQ Support people, yes they did)
But this Hopper-history is something else

TL/DR: Salty about the non-existing RMA procedure when Hopper sends out DOA's (can't they just test the damn things before shipping)

I never would have sent it off at my own expense to start with. If it's a warranty claim that's another story but there is no other product that this behavior would be considered acceptable nor should there be. Flex your credit charge buyer protection and don't let anyone push you around.

I've had a few warranty claims over the years and all have gone really smooth which is a stark contrast to this thread. More recently it seemed to be getting better with Hopper but apparently I skimmed too quick lol.

 

[lisifi]

I never would have sent it off at my own expense to start with. If it's a warranty claim that's another story but there is no other product that this behavior would be considered acceptable nor should there be. Flex your credit charge buyer protection and don't let anyone push you around.

I've had a few warranty claims over the years and all have gone really smooth which is a stark contrast to this thread. More recently it seemed to be getting better with Hopper but apparently I skimmed too quick lol.

i know, but one can argue all the wants, it takes 2 to tango;
so now i've sent them their DoA back, we'll see how they follow up now
The broken thing arrived monday on their doorstep and is confirmed in their warranty dept now

I paid ~30€ to send it back although my IO was defective out of the box

Momor was a week before me i guess, also shipped back from EU, maby he can add his 2c?

 

[Momor]

i know, but one can argue all the wants, it takes 2 to tango;
so now i've sent them their DoA back, we'll see how they follow up now
The broken thing arrived monday on their doorstep and is confirmed in their warranty dept now


Momor was a week before me i guess, also shipped back from EU, maby he can add his 2c?

My IO arrived at HL on 1/12 and the "repaired unit" was picked up by USPS on 1/22. Still on its way. I didn't have to pay taxes the first time. Fingers crossed for this one

 

[Vitolo]

I just started using the Hopper IO
I am impressed with the changes and improvements over my OG unit.
The older one still works great, but next to this it seems slow!

 

[guyonthecouch]

Darn, been waiting for this warranty exchange for nearly three months and it has arrived without a heater screen, similar to @zatonic

https://imgur.com/a/vNvPZVh

Email them and ask you to send you a screen. You can use it without the screen while you wait, it works fine without and won't damage it.

 

[DCP]

I've had the OG Grasshopper since 2015 (had a quick return when I originally got it due to failure but the replacement has been going strong ever since). Just ordered the io with hopes it ships fairly quickly (SS version). I did have the charger and case on order (since 2017) but decided waiting wasn't worth it so I used the payment as store credit for the new vape. I do hope the company succeeds as I love the vape (and I've owned many including iolite, Arizer, Mighty Launch box, Ghost, Firefly 2+) but the ease of the grasshopper is just too convenient. My latest addition is the FF 2+ and I love the smooth cool draw (at first but resistance does get tougher as the session continues and this unit MUST be thoroughly cleaned after each use whereas I can go a month without having to thoroughly clean the grasshopper; a simple tap and the AVB falls right out). Anyway, longer story shortened: I hope the new io has been as reliable as my OG.

 

[Vitolo]

I hope the new io has been as reliable as my OG.

I just started using the IO.
My OG is still reliable... every sash, every time.
So far the IO is as reliable and then some. It's faster!

 

[zatonic]

Email them and ask you to send you a screen. You can use it without the screen while you wait, it works fine without and won't damage it.

Mine did not work correctly without the screen. Very light vapor at max temp although the air was hot and the herb was cooked.

They did however send a replacement right away. Received about a week after I emailed about the issue. All together it took about a month to have a working IO TI from purchase date (new year sale) but I have to say it's well worth the wait. The funny thing is I received the replacement without any tracking notification on Monday (2/1) although I asked for a tracking update a few days before it arrived and they replied "we're working to get these out this week". The day it arrived I was surprised because I received tracking info that morning... It was a different tracking number from the package I received and when you track it, it just says "label created, USPS waiting for item" 3 days later. I'm not sure what happened there but I have my IO TI working very well now.

For those worrying about hot lips, run the PFE with the silicone tip. It's not a snug fit but the PFE butts up perfectly creating a seal. You'll have about 1/2" of only silicone between you and the hopper. It doesn't even get your lips warm.

 

[jabba]

They did however send a replacement right away. Received about a week after I emailed about the issue. All together it took about a month to have a working IO TI from purchase date (new year sale) but I have to say it's well worth the wait.

THIS.

For those that have the fortitude to deal with a bit of corporate shenanigans...the resulting working Hopper is likely worth the pain. Not for the faint of heart.

PS...unless you are among the lucky ones. my og's worked well for years. my newish ss io works fantastic. my brand new ti io was a dud...replacement or repaired version due to arrive today....fingers crossed. 3 out of 4 ain't bad lol.

 

[guyonthecouch]

Mine did not work correctly without the screen. Very light vapor at max temp although the air was hot and the herb was cooked.

The units work 100% without a screen, it's not necessary, I've ran my io (and OG - early versions didn't have the screen. It just acts as a heater "cover" for fine debris) without an interior screen plenty of times. Your issue was most likely related to something else.

Regardless, glad to hear you got your issue(s) sorted

 

[SquirrelMaster]

Mine did not work correctly without the screen. Very light vapor at max temp although the air was hot and the herb was cooked.

They did however send a replacement right away. Received about a week after I emailed about the issue. All together it took about a month to have a working IO TI from purchase date (new year sale) but I have to say it's well worth the wait. The funny thing is I received the replacement without any tracking notification on Monday (2/1) although I asked for a tracking update a few days before it arrived and they replied "we're working to get these out this week". The day it arrived I was surprised because I received tracking info that morning... It was a different tracking number from the package I received and when you track it, it just says "label created, USPS waiting for item" 3 days later. I'm not sure what happened there but I have my IO TI working very well now.

For those worrying about hot lips, run the PFE with the silicone tip. It's not a snug fit but the PFE butts up perfectly creating a seal. You'll have about 1/2" of only silicone between you and the hopper. It doesn't even get your lips warm.

I hope that's the case with my body replacement, I'm still waiting for tracking info. What really annoys me is that because of the transit time to Canada I'm waiting at least a couple weeks once it's in the mail and it's almost been two weeks since I emailed them in the first place. Even if they ship it today that's 6 weeks between my original order and getting a working device for something they stock.

THIS.

For those that have the fortitude to deal with a bit of corporate shenanigans...the resulting working Hopper is likely worth the pain. Not for the faint of heart.

PS...unless you are among the lucky ones. my og's worked well for years. my newish ss io works fantastic. my brand new ti io was a dud...replacement or repaired version due to arrive today....fingers crossed. 3 out of 4 ain't bad lol.

That's what I'm still hoping for. Once I have a working device in hand I'll be able to forget about the buying process if it rips like I've heard the GrassHopper does. I wouldn't recommend the company so far though (as I think you said earlier) and I don't think they're going to do anything to change my mind on that. If a new body shows up in the next few days I'll happily back track a bit as it means they did ship it out and were just disorganized in their reply to me.

 

[jabba]

That's what I'm still hoping for. Once I have a working device in hand I'll be able to forget about the buying process if it rips like I've heard the GrassHopper does. I wouldn't recommend the company so far though (as I think you said earlier) and I don't think they're going to do anything to change my mind on that. If a new body shows up in the next few days I'll happily back track a bit as it means they did ship it out and were just disorganized in their reply to me.

Yup. I understand that there are many out there that feel screwed by HL...SS cases that never shipped, warranty units that are lost in space, etc. etc. For me....my few customer service interactions were less than stellar in terms of transparency and organization, however, HL has never truly let me down in the end. The added time, inconvenience(s) and general pain-in-the-ass of dealing with them is an unfortunate but trivial price to pay to have a good working hopper imo. I maintain sincere hopes that HL can 'up' their customer service and quality control games in an effort to increase consumer confidence and even prosper. I have always maintained that any good and working example of a hopper device is truly something to behold.

Case in point: Mailman just dropped off my repaired ti io as I was typing. I'll need to spend more time with it....but it seems as if I now have a perfectly running ti io. This one also has a really smooth dial feel...and surprisingly easier/smoother than my SS version (funny because the ss threads are smoother feeling overall). I'll update once I can put it through its paces.

I also got another leather sleeve and this sleeve differs from my original sleeve that I had purchased 5 years ago. The new sleeve fully engulfs the entire unit including the clip and up to the plunger's tip. It is a very different thing and at first glance I was not excited about this newer design. Now after sliding it in and pondering it a bit...I think that I might like it. The new sleeve also is able to 'hold' the silicone tip sufficiently well when storing. I think I am a happy customer today.

 

[Vitolo]

HL has never truly let me down in the end.

They did help me also...
I bought a front end that never came, and wrote 3-4 times during 3 month period.
Like you said... it took time, but they did get it done.

 

[cliffhanger1]

They did help me also...
I bought a front end that never came, and wrote 3-4 times during 3 month period.
Like you said... it took time, but they did get it done.

after 3 months, that's actually ridiculous to be honest. as much as i love this product so long it works

 

[Vitolo]

after 3 months...

I think maybe the 90 day Front Ends perform better than the others.