Worst customer service ever. After my TM had a problem I sent it in via DHL. It's been over a month. I've emailed them multiple times, and there's been no acknowledgment of receipt nor any response at all other than the "we're busy, be patient" spiel. If you get one, hope it doesn't break. You, too, will feel like they stole your TM and have no intention of repairing and returning.
That indeed sucks!
While mine is working as of now, and I love using it, I knew going into this that it was a GAMBLE, and if mine fails tomorrow I’ll be in the same boat. Now fanboys may argue about reliability, the reported failure rate on this thread, is quite small, but we don’t know the real figures based on total sales. And as it’s a product that has been available to buy for less then a year, even immediate failures, don’t equate to long term reliability. In short, I read all the reviews, and posts here and everywhere, and with accessories I put out $350, charged immediately to my CC. It was a roll of the dice, not about the money, as there is little risk with a CC dispute. The RISK I took, was long term reliability questions.
But when you factor in the “boutique” nature of these “one person” operations, the TRUTH you have to ask yourself, is how long do you really believe they will be in business? For support, repair, parts, etc. RBT is one example of a vape device company going out. Since I own a few different vapes, I just gambled on this one. I hope it works for two years, and I’d be happy, but I really hope someone clones the SS Heater, and we see it in other products.
In addition, what adds to all the gambles I mentioned above, the LACK of customer support in the most basic of methods, should not be glossed over or ignored, but that depends on how much research does before buying and then regretting. I read this entire thread before making my decision, even knowing the CS was lacking at the time I was researching. And it seems it has only become worse, as your message illustrates. So even if like me you are currently satisfied and enjoying the TM, there is no feeling of a safety net, if and when you have a problem. I have a small issue, doesn’t effect usability as of now, but I wrote TM CS, and like many other reports, NO response. But I was aware of this potential when I hit the “buy button”, and dam, mom always said: “BUYER BEWARE”.....