I've stayed out of here until now but I am pretty annoyed.
I got my "your turn" email back in early june. And the unit I got was defective, super irritating but oh well, start an RMA, send it off, see it get delivered, get a tracking # for USPS, and it sits there for a week. Email "oh the tracking must not be updating" alright, fine, it shows up with a (I believe, it's been a couple months) two day shipping label but whatever it's here, and SM himself tested it and verified it is working...fire it up, first time seems ok (it doesn't dump a lung full of smoke like the last one) but then after the first time I realize, no, I just used it before it overheated. Like the first unit this one NEVER shuts off. Go through support again super frustrated. Anyway, finally get a call from SM and he explains that partially it's firmware, partially it's the manufacturing process, there are some changes being made (which he asked me not to discuss so I didn't, and still wont) and in 4-6 weeks we should get them in and I'll send you one of the first ones, and when you get it just ship your current one back so you aren't left without something again.
I had told him I was using a workaround so I could wait that long (basically I just use it at around 7 minutes when it happens to be the right temp and shut it off, otherwise literally this thing would COOK for half an hour plus, never shutting off, it got SCARY hot).
Cut to last night, I think "oh hey it's been about 6 weeks, wonder if they have them in yet", send an email to SM...
Me: "Just wondering if you had an update. The ELB is easier to use but overall the workaround is getting rough."
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Me: Do you not remember or conversation?
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Me: We had a phone conversation a little over a month ago where you said once your run of new, more automated, units came in you would send more one to replace the malfunctioning unit I have.
It's kind of disappointing after all we went through that you completely forgot about it.
And honestly a bit frustrating.
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Me: I filled out the ticket.
Things like this though are a big part of why it got so frustrating last time.
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Me: When I had spoken to him over a month ago SM had offered to cross ship the replacement unit due to this being my second replacement as well as me not having the box anymore.
Also, the ELB's I originally ordered don't fit, so the replacements don't cover the cost of shipping, they cover the cost of the defective product I already paid for but, still, have not received.
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These guys...I don't even know what the hell to say at this point. I've gotten a unit that was "personally" tested by SM "guaranteed to work", I've gone through a bunch of BS with them, finally to the point of a phonecall with SM, where he made a couple clear promises. One, to send me one of the newer manufactured units, Two, to send it and then once I got it I could ship my old one back.
Both of which he COMPLETELY forgot. And now sending me eight ELB's (what the hell do I need eight for guys?) and saying they can't do me a "favor".
At this point now I will have spent an additional FORTY DOLLARS on shipping and all I'll have to show for it is MAYBE a working cloud and a handful of ELB's, way more than I could ever use. Though honestly if it managed to actualy include all eight ELB's I think I would die of shock as apparently what they say means little, if anything.
BEYOND frustrated.
The ENTIRE point of me waiting was, yes, I'd make do with a non functioning unit and in return I'd get a better quality one and not have to be without a vape for a couple weeks (again).
Update:
Me: Hey goddammit...I'm not abusing the system, I'm asking you to live up to the agreement that SM made. Not only the one he made, but the one he made to a person he doesn't even remember CALLING after the giant pain in the ass I already went through.
And I now I get to deal with this?
I am LOSING my patience.
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Me: This isn't a favor, that is what you are missing. I get that you weren't involved in all the backstory here, but this is SO damned frustrating.
StoneMonkey made that exception due to the BS I had already went through. And frankly, him dumping me off on you and then you giving me a line about sticking to a policy...I am BEYOND upset.
Least professional operation ever.
mod note: Back to back posts, merged. Please use the edit button, thanks.