Pax Labs, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

To whom it may concern,
We have spoken with this customer on*** and he has provided us with the corrected address of
*** *** *** *** *** *** *** ** ***
We have reshipped the order out to him under *** tracking number*** Our
representative *** sent the customer an email today*** advising that the package has been reshipped and we apologized to the delayed responseWe have resolved this matter with the customer and replaced the missing merchandise that was not delivered

We reached back out to the customer on */**, and a replacement package was sent to their address:
***
We have not had a reply from the customer since, if the replacement was not received, please let us
know
Thank you

Hello,
As of *** the customer has sent their device in to us for repair or replacementOnce received, we will either repair or replace the device
The tracking number for the postage we provided for the return is USPS: ***

Revdex.com:
Once I was contacted by a member of the Pax team, we were able to resolve the issue quickly, efficiently and I'm completely satisfied!! Thanks Edward!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meL
Sincerely, *** ***

The device that was sent in for warranty service was delivered yesterday afternoon, ***It is currently being inspected by our technicians, and we will have a resolution within hoursI'm sorry that you did not get a call backThe numbers listed are not our correct numberTo reach us by phone, our customer service line is ***Our support team is available Monday through Friday 9-at that number
Our team will be in contact with a resolution on your warranty service today or tomorrow

Hello,
*** reached out to our support team, and provided a serial number that was not validWe requested photos of the device, at which point we were provided photos of two different model devicesWe questioned as to which device the customer is inquiring about on ***, as we cannot
validate their device based on the serial number providedWe did not receive a responseAfter this point, the customer expressed concerns with our service, so a member of our management team reached out on *** to once again question which device the customer is having trouble with, as the pictures sent are two different devicesWe included a shipping label in this message asking the customer to send in the device to be inspected, and that we would verify authenticity at that timeThe customer's response indicated that he has discarded the device, and we have not heard back sinceAll PAX and PAX devices are covered by a ten year warranty, however we do require the original device back as part of this process
If *** *** has a PAX device that is not functioning, we are happy to assistPart of this process is verifying that the customer has an authentic device, and having that device come in for serviceIn this case the serial number provided did not match either photos the customer sent, and the photos were of two different model devices

All PAX devices purchased through authorized retailers or from our online store come with a 10-year warrantyBased on the serial number and photos the customer provided in this case, we have determined that this is a counterfeit device not manufactured by PAX Labs, incYou can find more info on
our warranty and counterfeit devices below:
https://www.paxvapor.com/support/warranty/
Because this is not a device manufactured by our company, we are unable to offer a replacementWe encourage the customer to contact the retailer to seek a refund for the counterfeit item
Although we are not able to extend warranty coverage to counterfeit devices, as a courtesy, we have sent this customer a coupon code that will deduct $** from the purchase of a genuine device from our website

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Checking on this order, it appears that the order was canceled because we were not able to verify the billing and shipping informationA member of our support team will be reaching out today with more information and next steps

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am still awaiting a call, so I will be reaching out today!
Thank you!
Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We have reached out to *** *** regarding the device he purchased and spoke with him by phone on *** *** submitted a support ticket through our and advised us the device was purchased on *** *** is not an authorized retailer of our products and any devices purchased
through 3rd party website such as *** or *** do not include our year warranty coverage as explained on our websiteI have sent *** *** an email and requested the proof of purchase showing that the device was purchased through an authorized source, and let him know that once we receive this we can move forward with repair service if we can confirm his device is coveredWe look forward to ** *** providing this information so we can resolve his issues, once his coverage is confirmed

Hello,
We spoke with *** *** on *** to discuss the troubles with his accountWe issued a partial refund and discount on future purchaseWe reset his password, restored access to his account

Complaint: ***I am
rejecting this response because: It has taken over weeks and countless hours of my own time to finally have a customer service rep from Pax Labs send me a repair order number with postage and an actual address to send my PaxtoI found three separate corporate phone numbers from my online research for this company and left messages on all three since NONE have a receptionist? Only then did someone actually get in contact to help me with this issueI have yet to receive any notification that they have received the defective Paxthat I have mailed inAt this rate I have little confidence in their ability to fulfill their warranty that they have advertised for this high priced productFrom my experiences with this company so far I will consider this issue resolved when my Paxis returned to me repaired or I receive a refundSincerely,* ***

To whom it may concern,
 
We have spoken with [redacted] on [redacted] 27th[redacted] and we have let her know that we issued a refund to her credit card in the amount of $[redacted]  for order # [redacted]. I have attached a message received from [redacted] confirming she is aware the refund has been...

issued, her refund request has been honored and completed, and no further assistance is needed regarding this matter.

Our team has completed [redacted] warranty replacement for her device and sent her an apology regarding the delays in correspondence in an email that was sent to her on [redacted], and her replacement PAX device was delivered the following day via [redacted]. While we work hard to ensure that all warranty...

inspections are handled in a timely manner, unfortunately this case did experience some delays but has been resolved and the replacement has been confirmed as received by the customer.  We stand behind our products and our 10 year warranty and will continue to support our customers needs as they arise. We have provided [redacted] with our direct phone number and she can contact us at any time through our customer support hotline. 1-844-334-4729 if she should need further assistance.

We appreciate your interest in JUUL, and we look forward to servicing the many retailers who wish to carry JUUL. As our supply capabilities increase we can begin taking on new customers and shipping additional product. I'd encourage you to contact the JUUL dedicated sales team at [email protected] to discuss your account.

Hello,
A member of our customer service team reached out to [redacted] on 9/30 to discuss the issues with the device. [redacted] agreed to send in photos demonstrating the problem and the serial number of her device, however she was going on a 10 day vacation and said she'd send the photos and information...

after her trip. The case is still pending in our system, awaiting [redacted]'s response.