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Discontinued Pax Vaporizer by Ploom
- Thread starter frayded
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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.
Each case is different, but from the issue you're describing I probably wouldn't ask for a video. If you could PM me your email or case number then I'd like to take a closer look. Typically we only ask for a video if the description of an issue isn't clear-cut or the tech isn't totally understanding what you're describing - but I don't see why we'd need one for the stubborn power button you've mentioned, so I'd love to get my eyes on your case and speed things up for you. Sorry for the wait!
Typically warranty services take 2 to 2.5 weeks from the first email. This factors in the 2-4 day shipping time each way, and 3-4 day inspection. I'll keep an eye out for your reply and do everything I can to get you back up and running before Memorial Day weekend.
monkeyrider
Well-Known Member
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!
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!
monkeyrider
Well-Known Member
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!!
Ahh, my misunderstanding! If you're going to be a few days, and you're able to accept mail where you'll be, I can work with the team to get you a shipping label today and we could cross ship a new device to your temporary address. May be better to take this convo offline so PM me if that's doable and I'll take care of the rest.
monkeyrider
Well-Known Member
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).
Great, I've set a reminder for myself. I'll ask our techs to cross-ship you a new replacement the moment USPS scans that label to confirm the original is moving towards us. We'll do our best to time it for a Saturday delivery!
monkeyrider
Well-Known Member
Got my unit, thanks! However I didnt get my charge cord back. 
Guess I read this part of the instructions wrong?
Guess I read this part of the instructions wrong?- 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).
Got my unit, thanks! However I didnt get my charge cord back.
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).
Ah, sorry about that! Yeah we just mean the charging dock. Keep an eye out for my PM.
monkeyrider
Well-Known Member
Got the charger, thanks!
HEY! Big thanks to Ojan and the rest of the CS guys at Ploom. They did me right by honoring the great warranty on my PAX2, and a fast turn-around so I had the new one over the long holiday weekend!
I musta had a weird unit, as this new one you sent me has better battery life, the switch is stout (and clicks on/off way better than the other one), and it looks like there is a different or better rubber material covering over the power switch/top of the unit (under the mouth piece).
If you are on the fence, PAX2 is a great, great portable vape. The redesign on V2 makes cleaning a breeze, battery life is long, and it looks like I'm eating a power bar when I'm using it out and about!
VIVA PAX!
HEY! Big thanks to Ojan and the rest of the CS guys at Ploom. They did me right by honoring the great warranty on my PAX2, and a fast turn-around so I had the new one over the long holiday weekend!
I musta had a weird unit, as this new one you sent me has better battery life, the switch is stout (and clicks on/off way better than the other one), and it looks like there is a different or better rubber material covering over the power switch/top of the unit (under the mouth piece).
If you are on the fence, PAX2 is a great, great portable vape. The redesign on V2 makes cleaning a breeze, battery life is long, and it looks like I'm eating a power bar when I'm using it out and about!
VIVA PAX!
nihil
Member, Known Well
@Ojan_at_PAX
You seem to be on top of things, so I'm going to reach out to you with a question. One of my Pax had to be RMA'd (17May16) and it was determined that I would be sent a new one. On 27May16 I received a shipping notice via email. After 7 days since shipping, I reached out to support to ask what was going on (I was never sent a tracking number).
1. They sent me a tracking number after a few hours and said it was delivered and signed for the day before.
2. When I checked the tracking number it stated that it was signed for back in California, returned due to an invalid address (you guys have sent 6 to this address over the past two years without a hitch).
3. I then replied via email and stated that it was actually sent back to you guys.
4. I received an apology and was given another tracking number saying that a mistake was made and that I would have my replacement that day.
5. I checked the new tracking number and it was indeed out for delivery.. in Denver, Colorado. I'm in Portland, Oregon.
6. I sent another email stating that they had the wrong tracking number and that the original even made it to my zip code before being returned.
7. Monday, 06Jun16, I receive another shipping email.
8. Today, I again reach out stating that I didn't receive a tracking number.
9. An hour later, my Pax shows up. As well as one more. Two, in separate boxes.
10. I notify support that they sent me an extra unit.
11. They provide a label to send it back.
My question: My other Pax now won't power on. Is there anyway I can just keep the accidental second and send you guys back my newly busted unit? I don't want to deal with all of the above again and it will save you guys on shipping.
Sorry for the long post and odd request, but I don't want to go through this ordeal again. Any help appreciated as always.
You seem to be on top of things, so I'm going to reach out to you with a question. One of my Pax had to be RMA'd (17May16) and it was determined that I would be sent a new one. On 27May16 I received a shipping notice via email. After 7 days since shipping, I reached out to support to ask what was going on (I was never sent a tracking number).
1. They sent me a tracking number after a few hours and said it was delivered and signed for the day before.
2. When I checked the tracking number it stated that it was signed for back in California, returned due to an invalid address (you guys have sent 6 to this address over the past two years without a hitch).
3. I then replied via email and stated that it was actually sent back to you guys.
4. I received an apology and was given another tracking number saying that a mistake was made and that I would have my replacement that day.
5. I checked the new tracking number and it was indeed out for delivery.. in Denver, Colorado. I'm in Portland, Oregon.
6. I sent another email stating that they had the wrong tracking number and that the original even made it to my zip code before being returned.
7. Monday, 06Jun16, I receive another shipping email.
8. Today, I again reach out stating that I didn't receive a tracking number.
9. An hour later, my Pax shows up. As well as one more. Two, in separate boxes.
10. I notify support that they sent me an extra unit.
11. They provide a label to send it back.
My question: My other Pax now won't power on. Is there anyway I can just keep the accidental second and send you guys back my newly busted unit? I don't want to deal with all of the above again and it will save you guys on shipping.
Sorry for the long post and odd request, but I don't want to go through this ordeal again. Any help appreciated as always.
Serious
Liable to snap at any moment.
I have a question: after I'd used up my first bottle of Pax lubricant, I decided to invest in a pint of propylene glycol 'cause everybody says it's the same thing.
So the first time I applied the pg I had some trouble getting the mouthpiece to turn on properly. So I cleaned everything off thoroughly in ISO and lubed in down again.
Then it stopped working permanently. All I get is the heat light (red in my case).
So, since it appears that propylene glycol works for everyone else -- it does, right? -- is my Pax malfunctioning coincidentally at the same time as my change from Pax lube?
So the first time I applied the pg I had some trouble getting the mouthpiece to turn on properly. So I cleaned everything off thoroughly in ISO and lubed in down again.
Then it stopped working permanently. All I get is the heat light (red in my case).
So, since it appears that propylene glycol works for everyone else -- it does, right? -- is my Pax malfunctioning coincidentally at the same time as my change from Pax lube?
MoneyVapeTheWorldGoRound
OG Vape God
It seems like it's not making contact. I have not used my Pax in a while but if memory serves me right it sounds like you should lube it again with the pg, turn the unit on and off multiple times to lube the interior, and you should be fine 
.
.
subway13029
Well-Known Member
Are you grinding your bud really fine?
OregonStoner
Well-Known Member
Kalessin
Well-Known Member
Man...this is just pointless venting, but I am super frustrated with PAX support right now. My PAX started malfunctioning a few days ago, not heating up to max when it was on max. I know because I was getting almost no vapor, the casing didn't even get warm after a 15 minute session, -and- the herb came out mostly still green. So I've been emailing them since....Friday, I guess, trying to get something done about it. They kept telling me through email about all kinds of tips to make the thing work better. Which is fine, I guess, except I've had mine for almost 2 years and I know how to make it work perfectly, as long as it's heating up all the way. So eventually they asked me to call, called in thinking "Okay. Now we'll finally get this warranty thing moving." Except all they wanted to do is walk me through a vapor test, which I can't do because I am out of herb right now. So now I have to wait a week to get more to do anything else about this thing being broken.
Have to say the customer service has been terrible so far from pax. I placed a ticket on their site the first week of November (6th or 7th). I have got a few replies back from them, but always the same thing. "tell me wha the lights are doing", have you used different material, ect. Nothing that has been stated has been of any use or help. Waiting on the next reply, 2 days waiting so far. No mention of sending it back in yet, and no mention of any real help either. Good thing the warranty is 10yrs, might take them more then half of it to actually do something.
How long does it take before they actually give you a RMA number? Saying I am frusterated is an understatement.
How long does it take before they actually give you a RMA number? Saying I am frusterated is an understatement.
cobra505
Defined
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.
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