Hi.....new member here: I just had the best experience with Ploom. Bought my Pax from Craigslist a couple of months ago - it came like-new in original box WITH original purchase receipt. About 2 weeks ago, it stopped charging. I tried the charger in various outlets, but to no avail.
I emailed Ploom and the representative said that the issue is warranty related. He emailed me a PREPAID return shipping label! As I am traveling, I told him I did not have the original box or receipt in my possession. He requested I send it back anyway (as they honor their warranty). One week later, I got an email letting me know they had pinpointed the problem (the contact point had come loose); fixed it and put it back in the mail on Tuesday.
Today, the package arrived.
When I opened the box, not only was my Pax there with it's charger, but also, a Pax Cleaning Kit!!!
I'm old-school and feel that good customer service has gone the way of the Edsel. But, Ploom has proven that it's making a comeback. Fast, accurate, FREE, attention to details........folks, you do get what you pay for! I would save and scrape together the $250 for a Pax before succumbing to buying a cheap semi-combustion pen with a 90 day warranty!
{As for whether they honor units purchased from a private party, it didn't occur to me to mention it to them (esp because I have the orig receipt). So, I guess I'm saying if they don't know.....well.........