Discontinued The Sublimator

[Tweek]

It was a legitimate question because I (and I'm sure the rest if FC) would love to know which vaporizer company pays for return shipping on vapes that need warranty work.

PAX actually sends a prepaid label to their customers for one. Also, we are talking about a flaw in the initial design that was causing units to fail. Any company that sells a vape at the price that sublimator does, should expect to at least eat the cost of return shipping back to their customers with this issue. All we have gotten from Sublimator on the issue is silence. Where is Enrico? Where is the rep that I was talking to via PM? Not exactly the kind of customer service I expect, especially after plunking down $800 dollars. It's great you are such a fan of the unit, but don't act like my concerns are not valid just because you have a working device.

I am also glad you feel you can speak for all of FC. That is a great power you possess.

 

[Bob Loblaw]

just gonna agree w/ tweek here as per usual. and my evo does kick my subs ass.
on a size to size, full temp (black abv) extraction, the subs smoothing operation traps cbds that the evo doesn't. it takes a stir and a second hit, sometimes (for full even black), but a fresh hit w/ out the stir and follow-up still beats out the sub.
that said, if you only want an oil hit-type high, the sub does that well. and it doubles as an electric nail. but i can't unplug mine or turn it off.

i want to see what offer pv or the sub peeps give for upgrades to failing units. it won't be free, but it should be a fair portion of the upgrade fee, depending on cost. the higher the cost the lower the percentage expected by the customer.
i.e. if it costs a hundred dollars to upgrade, (they) pay $75 (costs almost that for shipping). if it costs 500 (they) pay 250, etc.

but that is just my hope.

 

[Liberty]

the subs smoothing operation traps cbds that the evo doesn't.

I'm not necessarily disputing the foregoing because I don't know, but how do you know?

 

[notmyrealUSERname]

PAX actually sends a prepaid label to their customers for one. Also, we are talking about a flaw in the initial design that was causing units to fail. Any company that sells a vape at the price that sublimator does, should expect to at least eat the cost of return shipping back to the customers with this issue. All we have gotten from Sublimator on the issue is silence. Where is Enrico? Where is the rep that I was talking to via PM? Not exactly the kind of customer service I expect, especially after plunking down $800 dollars. It's great you are such a fan of the unit, but don't act like my concerns are not valid just because you have a working device.

I am also glad you feel you can speak for all of FC. That is a great power you possess.

get off your high horse and quit putting words in my mouth. i assumed that FC was a place where like minded people got together and shared information.

i had no idea that pax will pay for return shipping, that is the first and only company that i have heard of that will do that - i assumed the rest of FC would like to know that info because since i have been a member here much longer than you i also assumed that wouldn't be common knowledge for people on FC. sorry for being an ass i guess.

if my unit fails i fully intend to pay for return shipping and get a new working unit. i don't know why you are having such a hard time accepting the answer you were given months ago and feel like you need to bring it up again but not actually talk about it.

 

[Been Vapin]

RIPS TO DRIPS complete.

It took about 30 flower packs, ranging from .15 to .20 g, to get one drip of sublimate at the bottom of a clean atomizer. Around hit 28 my screens started to get clogged resulting in decreased performance.

If your unit fails you pay to ship it to PV and pay to have it shipped back to you.

 

[Bob Loblaw]

sorry for being an ass i guess. i don't know why you are having such a hard time accepting the answer you were given months ago and feel like you need to bring it up again but not actually talk about it.

i don't know why you have to disagree with him to the point of (by your own admission) being an ass. and you wonder why he doesn't want to "talk" about it. repeating your opinion that other's opinion's aren't valid just because you disagree is going against the spirit of fc. and that seems to be all that you are doing here.

I'm not necessarily disputing the foregoing because I don't know, but how do you know?

because i have size and strain compared both of them for over a month and even hard indicas in the sub hit like dabs and the sub oil medicates like an indica. therefore, since the evo doesn't make an 'oil' and is doing the same level of extraction, and it gets me more fully medicated...... process of deduction....

 

[Tweek]

get off your high horse and quit putting words in my mouth. i assumed that FC was a place where like minded people got together and shared information.

i had no idea that pax will pay for return shipping, that is the first and only company that i have heard of that will do that - i assumed the rest of FC would like to know that info because since i have been a member here much longer than you i also assumed that wouldn't be common knowledge for people on FC. sorry for being an ass i guess.

if my unit fails i fully intend to pay for return shipping and get a new working unit. i don't know why you are having such a hard time accepting the answer you were given months ago and feel like you need to bring it up again but not actually talk about it.

You are being an ass as far as your posts read. If that isn't your intention, perhaps you should reread your posts and reword next time, because it has come across to me, that you are attempting to pick a fight here just to prove your uninformed point. That's great that you have been a member here longer than me...who is the one on their high horse again?

This is NOT simply an issue about shipping, and if you would step back for a moment from your love of the Sublimator, you would realize this. It's about customers paying a premium for a device, and receiving units that began to fail before their time, due to a design flaw. That's great that you would gladly hand over even more of your cash to repair an issue that is the companies fault...but I am not a sucker like that. And there are MANY companies on this board with active reps, eager to assist their customers with issues. And there are many more who would gladly pay RETURN shipping to their customer, especially in a situation like this. Would you care to point out the active rep in this thread for me? Or is that you all of a sudden?

And as to receiving an answer months ago...bullshit. I am pissed because I was made a promise by the rep and have received NO ANSWERS. And for the record, the rep was far more understanding of the issue, at the time than you seem to want to allow yourself to be.

It's called customer service. You purchase any PREMIUM product, and it is not beyond the realm of reason to expect PREMIUM customer service.

 

[Been Vapin]

Someone from Sublimator is actively posting here. I don't have twitter.

https://twitter.com/SublimatorVapor

 

[pakalolo]

I knew I should have posted the last time I was in here.

Please, if you are writing a reply and you have just typed something about another member, make sure it is nice before you hit reply. Commenting on someone's personality or behaviour is a good way to earn a warning point. If you can't be civil, don't post. If you must take offense, then report it if it is a rules violation, otherwise ignore it.

 

[CG420]

Yeah, in fact, I agree with Tweek on the last statement. If you pay a high price for a quality product you expect quality customer service otherwise you risk losing a viable customer base in the future. I live in California and much after I had purchased my Sublimator I found out here reading constantly that WE (people out of Canada) will need to pay to send their unit in for repairs regardless if you have warranty. This means the 10 year warranty on manufacturer defects and 1 year (2 year for timer boxes) on non-timer subs still need to send it in paying fees that will amount to probably at least over half a bill ($50+) in total to get our units serviced and returned. For what I know there is no work around for this matter as it is really up to the company to indulge themselves into helping us outsiders by paying for postage. Having agreed previously that I am willing to pay for an upgrade, I still would like the price to be subjectively cheap and if anything exclusive for FC. But that also depends on Enrico. If this isn't considered in their plans as of means to Enrico stating "he will take good care of his subbers" in the past in either comments or videos then I don't know why I praised the Sub so much for to be left in the dust. I am starting to assume FC is a place for sourcing and customer validation to up sales and revenues but for how long can we keep a place like this up and get this kind of treatment. This place should be thanked in terms of creating great customer-to-customer based help majority of the time. I think representatives should participate here to accumulate responses and tend to us appropriately. Not a demand but I wish it will be considered as we did pay for a PREMIUM product at a really high price.

 

[jambandphan03]

can i ask all you sublimator owners, that now you have this atomising BEAST, do any of your other vaporizers get any love(especially home units).......... i could still see portables being of use, but does it destroy all other home units?

At first, the sub got all my attention as most of my vapes do when they are brand new, but I have found I prefer different levels through out the day, so I might use the sub for a few rounds, then switch to the Lotus or the HI, depending on my mood or desired effect. I definitely rotate around through the day, but keep the sub on, ready to go for times when I really just want to get right to it. It's great for a one hit at a time experience. Always fresh, that is one advantage over others that you pack and sip, taste gets slowly compromised.

I don't want to get too deeply involved in the current tone of the thread, but I will say that I have been fully aware of the lack of presence of the official Sublimator crew here since the end of 2013.

 

[notmyrealUSERname]

It's about customers paying a premium for a device, and receiving units that began to fail before their time, due to a design flaw. That's great that you would gladly hand over even more of your cash to repair an issue that is the companies fault...but I am not a sucker like that. And there are MANY companies on this board with active reps, eager to assist their customers with issues. And there are many more who would gladly pay RETURN shipping to their customer, especially in a situation like this. Would you care to point out the active rep in this thread for me? Or is that you all of a sudden?

It's called customer service. You purchase any PREMIUM product, and it is not beyond the realm of reason to expect PREMIUM customer service.

the whole reason i asked which company you think will give you better cs is because i was genuinely curious. i want to know which companies will pay for return shipping - please provide a list.


i have gone through the exact same thing with my vxc cloud - 3 times. which is why i sold it, i didn't want to have to do it again. if they pay for return shipping they owe me $100! luckily for me my cloud still worked before i sold it, but there are lots of people with non working clouds that have been given the option to upgrade at 250 or suck up a 500 loss. so if you think you'll get premium customer service from them, i look forward to reading about your experience.

also, i actually don't care who the sub rep is in this thread, because if i have a problem with the sub i will contact sublimator directly. just like i did with the cloud.



@CG420 we the people (out of the US) have had to deal with cross border shipping issues a lot, so i find it somewhat amusing that americans get so riled up by this issue. i have tried to point out that this is not a new issue simply because the shoe is one the other foot. its much easier to shoot the messenger than listen to the message.

 

[Tweek]

I knew I should have posted the last time I was in here.

Please, if you are writing a reply and you have just typed something about another member, make sure it is nice before you hit reply. Commenting on someone's personality or behaviour is a good way to earn a warning point. If you can't be civil, don't post. If you must take offense, then report it if it is a rules violation, otherwise ignore it.

I apologize for letting my temper get out of control. That was why I didn't want to go beyond just offering an update on my current situation, and how it disappointed me as a customer. I should have reeled it in a bit.

 

[Been Vapin]

When one does a RMA, there is the chance their Sublimator will never be seen again and they will be ticketed or arrested.

"It is your responsibility to make sure the package makes it back to us and we will need to test the functionality before issuing the warranty replacement as a requirement by the manufacturer." -Planet Vape

Sublimator's RMA policy puts the customer, retailer, and themselves at unnecessary risks. Plain and simple. Said before and I will say it again. If there are so few failing units then why doesn't Sublimator take the correct action?

I'm going to go with us Sublimator owners getting fucked once again by the manufacturer, especially the early adopters.

Its a great beta concept, but too bad Storz and Bickel didnt build the thing.

 

[notmyrealUSERname]

When one does a RMA, there is the chance their Sublimator will never be seen again and they will be ticketed or arrested.

"It is your responsibility to make sure the package makes it back to us and we will need to test the functionality before issuing the warranty replacement as a requirement by the manufacturer." -Planet Vape

Sublimator's RMA policy puts the customer, retailer, and themselves at unnecessary risks. Plain and simple. Said before and I will say it again. If there are so few failing units then why doesn't Sublimator take the correct action?

I'm going to go with us Sublimator owners getting fucked once again by the manufacturer, especially the early adopters.

Its a great beta concept, but too bad Storz and Bickel didnt build the thing.

It seems that the issue is cross border shipping rather than sublimators customer service.
Btw I wouldn't want to send a used volcano acoss any borders - impossible to get it brand new clean! The Apollo (if not used for dabs) never actually touches any vaporizables, so why worry about it?

 

[Been Vapin]

I max out at 33 watts so can't do burn off. My Apollo has touched lots and lots concentrates of all kinds. There are residues on it and in it. PV told me to clean it best I could before sending it. Told me not to torch it. I just cleaned it bestIculd and its still is not clean.

All it would take is someome to send a filthy Apollo with some shoddy packaging and boom flagged package for a retailer. Its not PVs policy its Sublimators to send it back.

Sublimator should call fresh headies on how to do a RMA properly. They are a Sublimator retailer.

 

[notmyrealUSERname]

well, i would suggest vaccum packing, then put it in a http://www.smellyproof.com/ bag. then ship it with a tracking number and signature confirmation.

i totally understand why you'd be anxious though. however, according to @pakalolo noone has come under legal fire for shipping a used vape across the border.

 

[grokit]

Cross-posted from the Firefly thread:

Firefly will send you a prepaid FedX return label via email. As soon as they receive the confirmation from FedX that you have shipped your crippled unit, they will send out your replacement. Weekends are just that but come Monday they will be all over your problem. Sarah C. has been the best rep a customer could ever ask for. This has been my experience with their customer service, it rocks.

So that's another good company, taking care of their customers.

I've said it before and I'll say it again and again:
It's easy to alienate a customer, but even easier to win their loyalty.
Neither sublimator nor planet vape will ever get another dime from me.

 

[Been Vapin]

Wonder if they are watching this thread.This was posted 58 min ago.

 

[DabDivas]

Hello Fuck Combustion,

Happy New Year, I was absent over the holidays dealing with personal things so I apologize that your concerns have not been addressed sooner. I am also sorry there is such a negative opinion surrounding Sublimator and our customer service. Without rambling and boring you all I'd like to try and explain our side a bit.

Those of you upset, you have a right to be and I do not want to downplay that fact, but yes, in regards to Fuck Combustion our quality of customer service has been lacking. Ultimately, we are a new company, we are figuring things out as we go and have a very small team in which to work with at the moment and only have two people who are not even located in the same place taking care of all of the customer service. We are working as best as we can to deal with everyone's concerns but it is hard for us to be everywhere at once. I will try to be active on here as much as I can, but the fastest and easiest way to address us is through email. We are not trying to hide any issues, feel free to still discuss them here but in order to take immediate action it's best to do through direct contact. We will try to make everyone happy but realistically we are only human ourselves. We have scheduled a meeting in 10 days to work on our company structure and organization so if you have any suggestions as to how we can help you more we are more than willing to listen. Whether it be written manuals, informative videos etc. we really want to make improvements.

The new product line is dropping this month, and we will announce it here as soon as that happens. As PV stated, we will exchange old units for new ones for a fair fee which will be announced soon as well. We have not released it yet as Enrico has been testing the units to the extreme so we can try to alleviate any concerns of wattage drop etc. I'd also like to state that yes, there are some units out there that may not have been functioning properly/malfunctioned but the percentage of complaints/issues we have received is peanuts compared to the amount of units sold, so please do not generalize that of the first editions all have this problem because they do not.

Moving on to the shipping concerns, I tried to think of a way we could eliminate or at least make the shipping charge more bearable for those that are offended by it. This plan unfortunately did not work out and that I do apologize for. However, the fee to ship should only be around $30 not $50+ and again good on the companies that can afford at this time to cover that cost, but for us and the majority of other companies we cannot cover it at this time. If you purchased your device from an actual store and you have issues with your Sublimator, you are to take your Sub back to that store where they will replace it on the spot and ship the old one back for you, we take care of replenishing their stock. You still need to clean your Sublimator though, that is not the stores responsibility. If you are having issues with the retailer and they are making it difficult for you, please contact us as we need to get in immediate contact with them to fix the issue.

Lastly, to address the moon tool. We are waiting on the patent for this, but one has been specially designed for you previous buyers. Please bear with us this will be sent to you as promised!

We don't want to create animosity between any of the members here, everyone is entitled to their thoughts and opinions and we are grateful to be in the presence of highly knowledgeable and passionate people. Change is only brought about by action, so positive and negative thank you for always being honest with us and keeping us on our toes. We are hoping 2014 is a year with minor kinks and issues and that we are only going to get better at responding to your wants and needs.

Thanks for your patience and support, my email is dabdivas@gmail.com again for those that don't have it and need to be in touch. Happy Subbin Sundays.

 

[CG420]

Thank you Diva for chiming in. I never wanted to say anything bad about the company I always have had great reliance on you more than I did on PV. With all that understood I am sorry for the estimate of $50+ it was because I had thought it would cost $30 bucks both ways. Now I can have some peace in mind while I wait for the Ti Apollo.

 

[Fresh_Baked]

Hey all.

I've only just read this page (which was an interesting one to read given my question) but I have a question I figured most of you could answer.

I currently own a Silver Surfer and a Volcano vaporizer. I love them both, they work great.

However, I have seen the Sublimator come up more and more now. I have been happy with my vapor tools thus far but I am wondering if it's worth it to drop the $550 on the adapter kit, because I figure I already have a nice bong and don't need the plastic tube thing.

My question, though, is whether or not I'd really be doing myself any favors. My Silver Surfer, turned up to a higher temperature, gives me thick almost smokey looking vapor (it's definitely not smoke) and turns my bud to ABV in about 3-4 hits, which is what I'm hearing is average for the Sub too. I pack about .3-.5 per bowl in either one of the vapes or my bong.

Reading this page here makes me pretty uneasy, though. I've heard nothing but "FUCK YEAH SUBLIMATOR SUBLIMATIN' TODAY THIS THING IS AWESOME YEAH" since I've first seen it and now I come here and see that things are breaking and the company (who now has a reasonable excuse) hasn't really been addressing it.

Is it really the next big step up as far as vaporization goes and is it worth it for me to upgrade, or should I save my half-a-grand?

 

[jambandphan03]

Hey all.

I've only just read this page (which was an interesting one to read given my question) but I have a question I figured most of you could answer.

I currently own a Silver Surfer and a Volcano vaporizer. I love them both, they work great.

However, I have seen the Sublimator come up more and more now. I have been happy with my vapor tools thus far but I am wondering if it's worth it to drop the $550 on the adapter kit, because I figure I already have a nice bong and don't need the plastic tube thing.

My question, though, is whether or not I'd really be doing myself any favors. My Silver Surfer, turned up to a higher temperature, gives me thick almost smokey looking vapor (it's definitely not smoke) and turns my bud to ABV in about 3-4 hits, which is what I'm hearing is average for the Sub too. I pack about .3-.5 per bowl in either one of the vapes or my bong.

Reading this page here makes me pretty uneasy, though. I've heard nothing but "FUCK YEAH SUBLIMATOR SUBLIMATIN' TODAY THIS THING IS AWESOME YEAH" since I've first seen it and now I come here and see that things are breaking and the company (who now has a reasonable excuse) hasn't really been addressing it.

Is it really the next big step up as far as vaporization goes and is it worth it for me to upgrade, or should I save my half-a-grand?

I would suggest waiting a bit for the launch of the new Sub units and see how that goes, if you already have vape tools that you enjoy. It is a big investment for many of us, and when a company is making changes to new product I have found that unless you are just not at all attached to your $, and want to participate in early model releases, more power to you. But, if you already feel you would be making a major investmen, and have any doubts, do yourself a favor an hang back a bit to see how things work out over the next few months. I don't usually offer this kind of advice, but I have spent a lot of $ on start up vaporizers, and learned a few things about regret when the next model showed up a month or so after the one I just bought, or it was buggy and didn't work right, etc... Now this is not meant in any way to be any kind of reflection towards Sublimator as a company. This is general advice that I would now be giving towards any new product that has not yet stabilized in the market with good reviews. This time I went with my gut and jumped on the first round of subs, and don't regret it one bit. So far I have had nothing but positive experiences with mine. It is a bit of a gamble no matter which way you look at it.

 

[Fresh_Baked]

I would suggest waiting a bit for the launch of the new Sub units and see how that goes, if you already have vape tools that you enjoy. It is a big investment for many of us, and when a company is making changes to new product I have found that unless you are just not at all attached to your $, and want to participate in early model releases, more power to you. But, if you already feel you would be making a major investmen, and have any doubts, do yourself a favor an hang back a bit to see how things work out over the next few months. I don't usually offer this kind of advice, but I have spent a lot of $ on start up vaporizers, and learned a few things about regret when the next model showed up a month or so after the one I just bought, or it was buggy and didn't work right, etc... Now this is not meant in any way to be any kind of reflection towards Sublimator as a company. This is general advice that I would now be giving towards any new product that has not yet stabilized in the market with good reviews. I went with my gut and jumped on the first round of subs, and don't regret it one bit. So far I have had nothing but positive experiences with mine.

Thank you very much for this response, it helps me a lot. I think I'm going to keep my money for now, but I'll keep my eye on the Sub for sure and I might be back here in a couple of months if things are looking good.

Thanks again for the help!

 

[pakalolo]

i totally understand why you'd be anxious though. however, according to @pakalolo noone has come under legal fire for shipping a used vape across the border.

I don't think I put it quite so absolutely. I'm not aware of anyone who has gotten in trouble for shipping a used vapourizer across the Canada/US border. We know that thousands of used devices have been sent across the border without incident for warranty service from manufacturers like Arizer, Herbalaire, Pharmacor, FlashVAPE, and Sublimator, as well as vendors like PlanetVape. If there were even just a risk of confiscation, I believe we would already know about it.