I can understand your situation, but understand also that it is not like what I and others have experienced. Hope you can get things turned around, sounds like your CC co will be the only solution...which sucks because the hoops you have to jump through first.Sure some products from China are good quality, but most are just cheap garbage. I love my two Storz & Bickel products and have already dealt with their customer service which was great. Their products aren't made in China and they are trustworthy. I'm just trying to explain my experience here with Kandypens and they've been terrible. It's important for people who are willing to listen and it might save them some time, trouble and money in the long run. I wish I had read more online and research this company more before purchasing their cheaply made garbage product.