they dont work on weekends, if you have an instagram dm puffcosupport
Puffco Peak
- Thread starter duff
- Start date
freddiegibbs
Well-Known Member
I responded to my ticket (again) the day before yesterday asking for a follow up. No reply. I DM'd them on Instagram yesterday morning. No reply. It's now been a full 7 days since anyone from Puffco has replied to my support ticket for my broken Peak.
This is unbelievable.
This is unbelievable.
biohacker
H.R.E.A.M
You're a daredevil bro! They're looking to make an example out of you and mock you for bothering them too much!
freddiegibbs
Well-Known Member
I have been extremely polite every time I have contacted them, and have sent an extremely reasonable number of messages given the circumstances. That said, it is starting to feel like I am being intentionally ignored.You're a daredevil bro! They're looking to make an example out of you and mock you for bothering them too much!
So Puffco sold me a defective $380 piece of junk, and now they're refusing to return or service it. Cool.
aj0125
Well-Known Member
Have you been reading this thread? I, as well as several other people, was told to email once and wait, that when you send another reply it puts you at the bottom of the list. My best friends repair was delayed by a week because he sent multiple emails. It’s stupid I know, but it’s the way it is...
freddiegibbs
Well-Known Member
I do not believe that to be accurate. Sending multiple emails might send you to the back of the queue (though I feel like that's just something they say to prevent you from doing it), but replying to an existing email should not affect that in any way. That would be counterintuitive to how these automated ticket systems are supposed to work. I only have 1 active ticket with Puffco.
aj0125
Well-Known Member
Idk, that’s what my best friend was told when he emailed multiple times on his open ticket.
The key word in your statement above is ‘supposed’
freddiegibbs
Well-Known Member
I mean, I see what you're saying, but that just doesn't make sense on its face. That means that when they ask me for more information, my reply sends me to the end of the line? If that's actually how their system works, then they're in even worse shape than I thought.
tharealmclovin
Well-Known Member
Did you see it or use it? I am underwhelmed by most vapes looks. Function is what matters.
anasrzi
Well-Known Member
Looks wise I like it, more so than the switch. What I don't like is the lack of response for customers problems and high return rates.
Each to there own and like @tharealmclovin has said form and function can be conflicting issues.
freddiegibbs
Well-Known Member
I love the look of the Peak. It looks like how people should be getting high in the year 2018. I just wish it worked, and was made by a company that would bother supporting it when it doesn't.
anasrzi
Well-Known Member
I had high hopes for it when launched, same as you I expect @freddiegibbs when you got yours. Since then with all the issues I'd worry about getting one, however I'd be buying it from vapefiend and his returns policy is pretty good.
freddiegibbs
Well-Known Member
John DM'd me on this forum the first time my Peak stopped working and told me to email him personally if I ever needed help again. The second time my Peak stopped working, I emailed John directly. When I didn't hear back from him after several days, I emailed support@puffco and got a reply to that email from John the next day, 5/2. No correspondence from anyone at Puffco since then.
freddiegibbs
Well-Known Member
I went to the Puffco website and use the contact webform to send them another email, which is exactly what they tell you not to do. Within 10 minutes I got a reply to my original ticket from a different support rep 
aj0125
Well-Known Member
I went to the Puffco website and use the contact webform to send them another email, which is exactly what they tell you not to do. Within 10 minutes I got a reply to my original ticket from a different support rep
Sounds like you just confirmed that multiple emails on your ticket results in putting you at the bottom of the list.
All of this could be avoided if they would just get a damn phone number for customer service...
freddiegibbs
Well-Known Member
I don't think I confirmed that at all. Especially since the automated replies they send you say "To add additional comments, reply to this email." I think I just got overlooked. But they're on top of it now, whew!
aj0125
Well-Known Member
Idk, everyone who emails once gets a response within two business days while those who email multiple times takes a week or more. As well as my best friend and I both being told on our service tickets to not email multiple times as it puts you back to the bottom. This is what I was told and your experience today confirms that (for me at least). Everyone can feel free to email them multiple times and then come on here and complain about it, I know it makes people feel better when frustrated, but I would also look at what methods have lead to the most success when dealing with Puffcos hit or miss customer service
tharealmclovin
Well-Known Member
They replied to his original ticket AFTER he sent another email. I'd say it disproves your theory if anything.
aj0125
Well-Known Member
I would think that was true but he sent this last message through their website form instead of replying in his open ticket... I think I’m done trying to figure out what strange logic Puffco support works under and I’ll just do what has always worked well for me
Vitolo
Vaporist
That has been my experience, and they sent a return label within an hour.
I then found that there was nothing wrong with my unit, I just did not have the atomizer in correctly.
I wrote back to let them know, and like clockwork, in 2 days they responded in a congratulatory manner about unit being in great shape.