Hey there FC. Been a while since I posted. Not looking forward to this post, but feel it's info other DaVinci owners should know.
I've owned my IQ since January 2017 and it worked flawlessly up until the beginning of October when the power and up/down buttons became sticky and made the device act quirky as a result. I sent it in to Davinci for repair and when I received it back (about 3 weeks) I found the pearl post snapped off and the pearl missing. I re-contacted Davinci support via the RMA email we had been using to communicate regarding the return to explain my dismay at what would probably be more time without my IQ. I was hoping they would some how make the effort to go the extra mile to take care of me but was disappointed that the only extra step they would take was to put it on the top of the RMA pile when it arrives back to their shop.
I didn't break the post or lose the pearl, yet I will have to pay to ship it back for a second time and the worse part is I will be without it for most likely another 3 weeks. It's just another kick in the stones that I had just replaced that pearl post with a brand new one that they had sent me a week prior to sending it in for the original RMA.
I hoped (but wasn't holding my breath) that they might send me a new unit in exchange for my old one just to save time, but no such luck. I figured they might toss in some extra swag or something to show an effort to keep a customer happy - I've always been very supportive of the support crew at Davinci while posting here on FC and this is my first post that isn't singing their praises. Bummed out. Still love the vape, but very frustrated with this particular situation.
Sincerely,
JJB
Hey FC buds! Just dropping in to close the loop on my recent RMA experience with the folks at DaVinci.
As mentioned in the quote above, I was disappointed about being without my device for so long for something that wasn't my fault and I didn't feel like I was being treated like anybody really cared. However, one of the tech's PM'd me shortly after that post and heard my complaints and since I had already shipped it back to them reimbursed my shipping fees with some free swag. This made me feel a little better, but I was still without my IQ.
They did a very good job about turning it around once they received it. In fact, it was repaired and shipped out the same day they received it. Unfortunately for me, it was held up in Texas for several days before finally flying out to my home state. I was only without the device for 9 or 10 days, but without that delay in TX it would have been a week or less (I deem that acceptable).
The unit was originally in for sticky buttons (before they broke the pearl post off) and when I received it back this time it worked "better" for the first 2 sessions, but then the buttons started failing again. This is when I contemplated pulling my hair out... Another email to support and PM to the tech who had been working with me finally ended up in them shipping a new IQ out which arrived very quickly. I've had the new device since Sunday and am as happy as I was when I received the original unit. The IQ is such a great device when it's working as designed.
I know it's impossible for a company to replace every warranty repair with new units without first looking at them. And I understand my experience had a couple of hiccups that made it a little uncomfortable but in the end I think DaVinci treated me fairly.
Some quick notes about the sticky buttons issue that may be helpful to some: I read a while back a post (I'm pretty sure from the DaVinci folks) about a cleaning technique where one of the techs (in order to do a more thorough cleaning) plugged the oven hole with a thumb and then poured ISO into the chamber from the top. Then plug the top hole with a finger and shake it a bit, dumping it out after a few seconds. I'm quite certain my buttons became sticky shortly (or immediately) after trying this for the first time. I only did that method 2 or 3 times and will never do it again. As my unit was excellent until the buttons started to stick.
Maybe that was the root cause, maybe not. As for me though, I will be extra careful to use only as much ISO as necessary to clean from now on. And will try my best to wipe the oven out with an ISO pad after each use to avoid excess build up which might require more ISO.
Cheers every one, happy holidays, and thanks a bunch to DaVinci for taking care of me.
Peese!