I'll give Ojan a chance to explain (before I start posting them here).
From the rules:
- Do not post the contents of private conversations without permission from all parties involved.
I'll give Ojan a chance to explain (before I start posting them here).
I've had my PAX2 just over 1 year. This week after cleaning and charging ... it wont turn on.
The power button doesn't work with any amount of pressing, if I take the mouthpiece out and lightly press where the button it - still no joy. Emailed support, didnt hear back so I lightly ping'd them. Got a strange reply asking for a 1-2 min video of it not turning on? This is RMA process?
Ojan - I've been following this thread for years, I have a PAX 1 & 2, I have heard about great CS and warranty from Ploom which is why I keep buying PAX's. How long does the process usually take? (going on vaca next week, was hoping it could be replaced) Is it normal to ask for a video to prove an issue prior to RMA? I'm happy to send this in to you guys to examine, etc... thx.
My case number is #00379494. Been emailing with Nicholas. He sent me an update this morning with more info (finally) on the process. Its longer than I ever hoped. I'm bummed as I would have mail this directly to you (RUSH) last Friday if I could have ... now am waiting for some internal authorization before he can send me mailing info, etc.
I agree ... it feels like a pretty cut/dry issue. Thanks for any helps.
The CS mails have been somewhat cryptic until I asked for absolute clarification of the process.
Thanks Ojan!
Awesome, thanks for those details. It's going to be reeeeally tough, although not impossible, to get you back up and running before Memorial Day but I've asked our team to rush every step they're able!
They are waiting for some internal team to "authorize my device was made by PAX"?? I sent the units serial number in when I filed the support ticket Friday morning ... that should take 2 seconds to validate right? Between this and the video I was asked to make ... it feels like we've wasted several days where you could already be looking at this unit. (Again I would have shipped this to you Friday)
I leave on vaca tomorrow AM, if I don't get info to send in the unit, it will be end of week before I'm back and can send it. (unless I bring it with me and mail it from vaca, which isn't ideal)
I appreciate your efforts to expedite this, ... let me know I'll hit a USP store on the way out of town!!
I cant get mail on vaca where I'll be. I got the label (thx), and am sending the unit out today. Anything you can do to get it sent back/replaced is great. I'm back home Friday night, so sending it to my home address is fine (its in support ticket and package I mailed).
Got my unit, thanks! However I didnt get my charge cord back. Guess I read this part of the instructions wrong?
Assumed you meant both charge pad and cord. Forgot I'd bought the longer/faster AC cord. Anyway I can get that back since it was deemed a faulty power switch?
- Make sure to secure PAX well to protect it during transit, include your charger (but no other accessories, as they may not be able to be returned).
Are you packing your herb tight?Between hits the flowers need to be mixed otherwise no vapor.
Anyone have same issue, or am I doing something wrong?
Hmm, strange...On the tight side.
This video was really helpful for me on learning how to prepare my weed for vaping.Between hits the flowers need to be mixed otherwise no vapor.
Anyone have same issue, or am I doing something wrong?
That's why I like working with the little guys whenever I can. I work with Jake over @ PuffitUp & 7th Floor, I know you always can't but whenever you can these little guys go out of their way with customer service. I had a Focus vape that crapped out on me last week, emailed Jake @ PuffitUp, he had a RMA slip to me within the hour, all he needed was a verified tracking and he had a new mailed out to me before he even had the old one back, that's service.Have to say the customer service has been terrible so far from pax.