WakeVape&Bake
Well-Known Member
call them and explain your issues. better than emails.
Volcano Hybrid
- Thread starter caliganja420
- Start date
call them and explain your issues. better than emails.
Crafty Vaper
Ain't easy being green
Same I did!
I'm hoping the SS insert is only a temporary fix until we can RMA our units and have them upgraded to the final solution unless it can be field upgraded. If it's a question of health, then it can't be a version 2.0 upgrade, it has to be offered to all those who request it. A loose washer doesn't qualify as a permanent fix. I bought mine during boxing day and knew about the reports of melting plastic, but though those were easy to fix if they were a real problem and not the symptom of a malfunctioning/defective unit, S&B could update the firmware or send us the improved plastic housings for that. So I received my unit on the 30th of December and only read about the flaking Aluminium caused by oxidization and Metal on Metal friction on the 3rd of Jan when the new cleaning procedures came out. So I got a short honeymoon... I expect S&B to offer existing owners to have the same quality 'fix' as new customers will get when they fix this in production units.
We don't know much about the SS insert and it could be good enough for a permanent fix and even as a production fix if it snaps on to the aluminium ring. After all, then the Aluminium is still mostly responsible for heat transport, which it's better at and the SS sleeve would protect it against continuous scratching.
Pablopicasso
Well-Known Member
Very upsetting:
2 day's ago S&B agreed to a refund which I didn't see.
This morning I received a notification that A new Volcano hybrid was on my way with USPS from Germany arriving the 21-01-2020.
After 20 calls in Germany I managed to talk with a lady that was very understanding and said that it was a mistake probably.
At moment I spent 10€ of extra on my mobile bill for get a good communication because by mail it been impossible and just received standardised answers(like new chamber and more.. probably you know..)and spend 40€ because due to me for sending back my volcano olso I'm out of 600€ and not volcano!
Right now calling legalitas to see if I can get them to do things properly.
Will take my time because right now is becoming personal
Edit:
Just preparing a email with my lawyer where Im asking a ligal receipt o a pruve of refund and ligaly making sure that I don't Agree with the solution they provided me olso not accepting hybrid if send to me.
My experience is: stay away from S&B they are trying to be smart but they're not.
Will give a copy of the mail to anyone that like to do the same by pm
2 day's ago S&B agreed to a refund which I didn't see.
This morning I received a notification that A new Volcano hybrid was on my way with USPS from Germany arriving the 21-01-2020.
After 20 calls in Germany I managed to talk with a lady that was very understanding and said that it was a mistake probably.
At moment I spent 10€ of extra on my mobile bill for get a good communication because by mail it been impossible and just received standardised answers(like new chamber and more.. probably you know..)and spend 40€ because due to me for sending back my volcano olso I'm out of 600€ and not volcano!
Right now calling legalitas to see if I can get them to do things properly.
Will take my time because right now is becoming personal
Edit:
Just preparing a email with my lawyer where Im asking a ligal receipt o a pruve of refund and ligaly making sure that I don't Agree with the solution they provided me olso not accepting hybrid if send to me.
My experience is: stay away from S&B they are trying to be smart but they're not.
Will give a copy of the mail to anyone that like to do the same by pm
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WOW! I feel your pain. I am telling you S&B should have just RMA everyone. if other smaller companies can do a simple RMA and get customer back on track fast, why cant a big company like storz do the same???? it sounds like to me the just want money and don't care about the customers. I had a bad feeling about this whole thing when I sent emails to storz and bickles and bloomgroove and I got a response from bloomgroove faster than storz, bloomgroove even did a follow up email to see where I was at with situation. I got an email recently from storz, I will post later but it just sounded like hot air no resolution. it all bull...
when you get that hybrid check really good and see if it has the new fix installed, or completely new stainless steelchamber and vapor path its possible you might be the first to own a hybrid 2.0, but I highly doubt it.
when you get that hybrid check really good and see if it has the new fix installed, or completely new stainless steelchamber and vapor path its possible you might be the first to own a hybrid 2.0, but I highly doubt it.
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WakeVape&Bake
Well-Known Member
Very upsetting:
2 day's ago S&B agreed to a refund which I didn't see.
This morning I received a notification that A new Volcano hybrid was on my way with USPS from Germany arriving the 21-01-2020.
After 20 calls in Germany I managed to talk with a lady that was very understanding and said that it was a mistake probably.
At moment I spent 10€ of extra on my mobile bill for get a good communication because by mail it been impossible and just received standardised answers(like new chamber and more.. probably you know..)and spend 40€ because due to me for sending back my volcano olso I'm out of 600€ and not volcano!
Right now calling legalitas to see if I can get them to do things properly.
Will take my time because right now is becoming personal
Edit:
Just preparing a email with my lawyer where Im asking a ligal receipt o a pruve of refund and ligaly making sure that I don't Agree with the solution they provided me olso not accepting hybrid if send to me.
My experience is: stay away from S&B they are trying to be smart but they're not.
Will give a copy of the mail to anyone that like to do the same by pm
oh man, that sounds rather disappointing...S & B seems to have a real bad run at the moment.
why did you have to pay 40€ for sending back, why didn´t they provide a free shipping label? i mean they´ve wanted the Hybrid back for investigation but you´ve had to pay it?
barnardbarnard
Well-Known Member
Finally managed to get S&B to agree to a refund for my hybrid.
It took a bit more persuading than I would have hoped but I stand by the fact they have always looked after me with previous devices and although these issues are a real pain in the ass for everyone on here they have done the right thing finally and I am hanging in there hoping they get their shit sorted and bring out V 2.0 ASAP!
Best of luck to everyone else on here it is a real shitter but I do believe they are an honourable co I think they have just been caught out in a big way and should have been more transparent they have done themselves no favours in that respect.
It took a bit more persuading than I would have hoped but I stand by the fact they have always looked after me with previous devices and although these issues are a real pain in the ass for everyone on here they have done the right thing finally and I am hanging in there hoping they get their shit sorted and bring out V 2.0 ASAP!
Best of luck to everyone else on here it is a real shitter but I do believe they are an honourable co I think they have just been caught out in a big way and should have been more transparent they have done themselves no favours in that respect.
Pablopicasso
Well-Known Member
They did send me free lable just after complainned that my hybrid was in S&B headquarter 2 days... seems incredible but
Went like that:
Servicio al Cliente 27/12/19 12:54
We place your return request.
Servicio al Cliente 27/12/19 16:56
Dear Mr. Picasso,
Thank you for your message!
We are investigating whether the problem is most prominent with certain production lots of HYBRIDs.
As an immediate measure, we have prepared special handling and cleaning instructions for the VOLCANO HYBRID which you will find attached, and which will be added to the documentation sent out with every new unit. This information will also be made available on our website. By cleaning the Filling Chamber and the top of the heating element before every use, the chance of any dust, dirt or debris entering the output vapor should be minimized. Additionally, we have noted in these cleaning instructions, as well as in an update to our Instructions for Use (page 77), that the filling chamber should not be over-tightened when attaching it to the HYBRID, which could damage the device and introduce health risks to the user. Please distribute these instructions to your customers owning a VOLCANO HYBRID.
Furthermore, design changes to the Filling Chamber have already been initiated with R&D prototypes being tested later this week. There will be a notification as soon as a new version of the Filling Chamber is available.
With kind regards,
Technical Support
Paolo Picasso 14/1/20 17:07
Hi
I'm Paolo and just to know if there is any news about my refund.
To my knowledge from correos is arrived today 14.01.2020.
Thanks in advance
Kind regards
Paolo
Paolo Picasso 15/1/20 11:18
Please I need your help because can't communicate well with customer service
Servicio al Cliente 15/1/20 13:06
Return request status is set to Approved+UPS. Email Notification with attached UPS label was sent to the customer.
Paolo Picasso 15/1/20 13:28
Please
I don't know to explain that my volcano is already at you headquarter in Germany I sent it following your previous instructions and just want a refund .
I just give you the number that you can fallow in correo.es to see it arrived you sing it and received it.
Please this is becoming a frustrating situation.
CP453950082ES
Servicio al Cliente 15/1/20 13:32
Return request status is set to Processing. Email Notification was sent to the customer.
Servicio al Cliente 15/1/20 13:33
Dear Mr. Picasso,
We received your device.
Please provide us with your bank information sos that we can proceed with the refund.
With kind regards,
Technical Support
Paolo Picasso 15/1/20 13:41
I glad that you understand my situation and thanks for take care of me.
My account is: ESxxxxxxxxxxxxxxxx
I wish you all the best for the future.
Paolo Picasso 17/1/20 10:52
I just received a notification from usps that you are sending a new Volcano hybrid and you promes me a refund.
A made it clear that I don't want your product and you make clear that you were going to refund.
I feel betrayed and don't trust you any more..
At support page ended like that ...no more answers.
But there is more
At the begining they asked me to send it for studying it and didn't say how apart from the address.
I went through the info in S&B webpage about returns and what say is that if you return the cost of sending it back is customer resposablility.
They like always being no clear to me this 2 weeks as you can Reed true in my experience.
Everything started by me sending a mail to S&B on the 26-12-2019 and C.S answered me the 27-12-2019
Good afternoon
I'm Paolo and have a volcano hybrid from a week more o less.
I'm following fuckcombustion forum and im very worried for my health.
Have registered volcano in your website:VHxxxxx
At the moment I'm stopping from using it until further notice.
Dear Paolo,
Thank you for notifying us of your observations regarding wear of the metal on metal union at the filling chamber for the new Volcano HYBRID.
As we have only received a handful of customer complaints regarding this issue so far, we are investigating whether the problem is most prominent with certain production lots of HYBRIDs. We are currently tracking the lots in question, in order that we might investigate the matter fully, and as such we would kindly ask you to send us your VOLCANO HYBRID which you reported to have the issue so that we can analyze it.
As an immediate measure, we have prepared special handling and cleaning instructions for the VOLCANO HYBRID which you will find attached, and which will be added to the documentation sent out with every new unit. This information will also be made available on our website. By cleaning the Filling Chamber and the top of the heating element before every use, the chance of any dust, dirt or debris entering the output vapor should be minimized. Additionally, we have noted in these cleaning instructions, as well as in an update to our Instructions for Use (page 77), that the filling chamber should not be over-tightened when attaching it to the HYBRID, which could damage the device and introduce health risks to the user.
Furthermore, design changes to the Filling Chamber have already been initiated with R&D prototypes being tested later this week. There will be a notification as soon as a new version of the Filling Chamber is available.
If you need further service, we would ask you to set up a customer account under the following link:
At last my ligal advisor agree with me that the way the are acting isn't to trust looking my historial.
Speaking with a lady at S&B c.s who answer the phone every time that I need to be patient and the USPS package will no be send to me and to be patient but honestly I don't have much faith.
You can't imagine how much costed me to save money for buy this volcano.(one year of savings)...they are hard worker money and make me so sad that it belongs like that.
Glad I have my Evo end minivap taking care of me
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JPE
Well-Known Member
What if:
-The steel ring and chamber work without dust
-they replace the plastic with something that lasts
problems solved? But it seems like people really jump on the hate train. Even companies like Apple get bad products, what matters is if they fix it.
Yea getting eaten by CG probably wasn’t good but they are not a terrible shit tier company. That people seem to paint them as although they are definitely a corporate entity with how they handle things.
-The steel ring and chamber work without dust
-they replace the plastic with something that lasts
problems solved? But it seems like people really jump on the hate train. Even companies like Apple get bad products, what matters is if they fix it.
Yea getting eaten by CG probably wasn’t good but they are not a terrible shit tier company. That people seem to paint them as although they are definitely a corporate entity with how they handle things.
So, are any of you still concerned about the aluminum dust/flaking IF you follow S&B’s revised instructions?
I understand this is not optimal and should not be occurring but if you clean the relevant parts off and then are gentle with putting the filling chamber on the unit - is there really anything to worry about?
Also, for those of you with scorched or melting plastic issues - did these only occur after leaving the filling chamber on the heated unit for much longer than it takes to fill a bag or hit the whip 4-5 times? I cannot see evidence of any scorching/melting at all, on my chamber.
I guess my view is that I’m not worried about the aluminum. I have not had much evidence of it and now that I’m not torquing down the filling chamber, any residue seems incredibly minor.
I understand this is not optimal and should not be occurring but if you clean the relevant parts off and then are gentle with putting the filling chamber on the unit - is there really anything to worry about?
Also, for those of you with scorched or melting plastic issues - did these only occur after leaving the filling chamber on the heated unit for much longer than it takes to fill a bag or hit the whip 4-5 times? I cannot see evidence of any scorching/melting at all, on my chamber.
I guess my view is that I’m not worried about the aluminum. I have not had much evidence of it and now that I’m not torquing down the filling chamber, any residue seems incredibly minor.
Pablopicasso
Well-Known Member
Hope they do.
Just don't want to play my money with them.
Will not have spent them if I wasn't sure that S&B stand after....but I was wrong....look like is happening a loot in vape industry that products are rushed and not much caring in a customer health prospetive
I'm sure if you where In my position you will understand the situation but maybe you aren't in my situation?
Can't stand luck inof transparency a situation like that ...it is shady
JPE
Well-Known Member
Well I for one am still using my Hybrid but ensuring that its clean.
And the issue with the plastic is kind of all over the place. I believe the plastic should last long enough even with it on top of the Hybrid because how else would you use the whip?
I think as the plastic gets Hot then Cold, this ends up making it more and more brittle overtime. To see these tiny cracks you almost need a magnifying glass. But regardless this shouldn’t be happening, because eventually it will cause the plastic to crack.
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Pablopicasso
Well-Known Member
Yes sir I'm worried and more knowing I thought S&B was the high bar mark standard of vape industry and expected before they send out a product wich could result in a airstream anwonted contamination being tested for safety in a long run wich in my point of view it wasn't and than they try to fix everything in this top secret way.
It is simple in my opinion it is what they make you believe ..but in reality so much testing isn't uppenig until now
Paid 584 Euros for this
lol
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Cookiesaurus
Well-Known Member
Having watched this thread for months and seeing this entire fiasco unfold, I'm completely stunned at Storz & Bickel. The darling of the electronic portable market, the king of desktops, brought down by terrible CS, terrible QA, and less transparency than drywall. They make good products - we've seen them in action - which is why it's all the more baffling as to how they're handling this. Why not release a statement? "We've identified the problem, and are trying to isolate it to a few batches of the product, but a fix will be out soon." But seemingly nothing but radio silence, pre-typed responses and slow, sometimes non-existent refund programs. What is happening???
lokiki
Well-Known Member
Good news from sb about the ring
The new stainless steel ring will be fixated to the heating element as described in this mail I received.
They also tested and themselves found no abrasion caused by this solution.
filling chamber will also be steel.
The representative also asked if I still have the molten chamber, in a follow up mail he told me that this is for their 'in house research'.
seems they are really looking into the issues. nice.
I feel bad that this arose for them since they genuinely seem helpful and willing to satisfy the customer, i think it's just money reasons why this whole ordeal occurred.
pic of mail:
The new stainless steel ring will be fixated to the heating element as described in this mail I received.
They also tested and themselves found no abrasion caused by this solution.
filling chamber will also be steel.
The representative also asked if I still have the molten chamber, in a follow up mail he told me that this is for their 'in house research'.
seems they are really looking into the issues. nice.
I feel bad that this arose for them since they genuinely seem helpful and willing to satisfy the customer, i think it's just money reasons why this whole ordeal occurred.
pic of mail:
Pablopicasso
Well-Known Member
Unfortunately for whatever I learned in my life is simple answer:they are worried more about their job that our health.....make sense .... just no so logical when you watch it from a customer prospective
BigC’sTowing
Well-Known Member
JPE
Well-Known Member
Thanks for getting us this information, the fix looking like it might work.Good news from sb about the ring
The new stainless steel ring will be fixated to the heating element as described in this mail I received.
They also tested and themselves found no abrasion caused by this solution.
filling chamber will also be steel.
The representative also asked if I still have the molten chamber, in a follow up mail he told me that this is for their 'in house research'.
seems they are really looking into the issues. nice.
I feel bad that this arose for them since they genuinely seem helpful and willing to satisfy the customer, i think it's just money reasons why this whole ordeal occurred.
pic of mail:
Whomever receives theirs please report your findings.
so the aluminum ring is physically removed and the stainless steel ring replaces it? if this is the case this is good. I hope its not a stainless steel ring fixated on top of the aluminum ring. please report with pictures if you can, video would be even better. don't mean to be cynical but I gotta see this!
Crafty Vaper
Ain't easy being green
Sorry to say but I think here is more bashing than constructive criticism! I understand people who paid much money on this unit and aren’t satisfied at the moment but...
I Know more people who don’t have issues with the hybrid than the other way round! Myself I have no melting plastic and also only a little bit of black residue on the Heat Ring after 3-5 Sessions! I personally know 5 friends owning the Hybrid and no problems at all!
We all here don’t know how big this problem is or how many units are defective! The only one who knows is....right S&B! Only they know why they don’t call every unit back!!
If there would be a potential health risk they would call every unit back that’s what I believe! They are the only company with certified medical devices!
I don’t think that they are risking to lose this opportunity!
There are some unsatisfied customers now (of course they are right to be mad with their situation) but as I know this company for over 10 years now I still believe I will be a satisfied owner of the hybrid in the near future! I don’t want my money back I wanna have a perfect Hybrid! Now I have a good one with little things to improve but after my experiences with S&B I am sure to have a perfect hybrid soon! Sorry to the owners with bad units but I have a good one! Try to get your money back or send them your unit and you will get a better one back until your unit works perfectly fine! But as I said in every of my statements, be patient and they will bring the hybrid to perfection as fast as they can as they did with their Volcano Classic in the past!
Vape on!
I Know more people who don’t have issues with the hybrid than the other way round! Myself I have no melting plastic and also only a little bit of black residue on the Heat Ring after 3-5 Sessions! I personally know 5 friends owning the Hybrid and no problems at all!
We all here don’t know how big this problem is or how many units are defective! The only one who knows is....right S&B! Only they know why they don’t call every unit back!!
If there would be a potential health risk they would call every unit back that’s what I believe! They are the only company with certified medical devices!
I don’t think that they are risking to lose this opportunity!
There are some unsatisfied customers now (of course they are right to be mad with their situation) but as I know this company for over 10 years now I still believe I will be a satisfied owner of the hybrid in the near future! I don’t want my money back I wanna have a perfect Hybrid! Now I have a good one with little things to improve but after my experiences with S&B I am sure to have a perfect hybrid soon! Sorry to the owners with bad units but I have a good one! Try to get your money back or send them your unit and you will get a better one back until your unit works perfectly fine! But as I said in every of my statements, be patient and they will bring the hybrid to perfection as fast as they can as they did with their Volcano Classic in the past!
Vape on!
JPE
Well-Known Member
Idk if thats the case, Im guessing its just going over top of the old ring.
Pablopicasso
Well-Known Member
Hybrid doesn't have medical certificate
Mighty medical and volcano digital medic and volcano medic 2 from vapormed does.
Minivap from Hermes medical is certified and olso provided the studies with different laboratory that certificate that the air you breading from is out of dangers
Olso they collaborate with bedrocan in Holland in order to make a medical standard vape:
QUALITY AND SAFETY
Your safety is important to MiniVAP. Our vaporizers are tested in external laboratories in accordance with European Directives.
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WakeVape&Bake
Well-Known Member
sorry but this is BS
and that 5 people that you know are satisfied has nothing to do with the issues.
Crafty Vaper
Ain't easy being green
You are wrong, the hybrid replaces the digital: https://www.vapormed.com/de/volcano-medic-2?___store=eu_vapormed_de
And when there are devices that are as good as the hybrid...good for you! Sell your hybrid,buy one of the other brands and be happy with it brother! Life is too short!
Baron23
Well-Known Member
So, this in German and is an image uploaded so can't copy/paste into a translator.Good news from sb about the ring
The new stainless steel ring will be fixated to the heating element as described in this mail I received.
They also tested and themselves found no abrasion caused by this solution.
filling chamber will also be steel.
The representative also asked if I still have the molten chamber, in a follow up mail he told me that this is for their 'in house research'.
seems they are really looking into the issues. nice.
I feel bad that this arose for them since they genuinely seem helpful and willing to satisfy the customer, i think it's just money reasons why this whole ordeal occurred.
pic of mail:
Anybody care to tell me what the hell this says exactly?
Thanks in advance for any language help here :-)
Why? You no longer own one so....?
And, are you aware that the heater in ALL Volcanoes are surrounded by a BIG ASS aluminum heat sink?
So, if the SS ring snaps into place over the AL ring (which I don't know is true at all) then there is no AL surface to surface contact to abrade and the SS would contain the thin coat of AL oxide that begins to be generated within seconds after effective cleaning (and no, not a qtip) by some accounts.
I don't mean to be rude, I just don't get why you keep gnashing your teeth over shadows that have not yet become clear but perhaps I misunderstand.
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