Pax Labs, Inc.

Bought a brand new Pax2 from their website in mid Nov...first,the site said they were in stock...then someone called,a week later to say the one I wanted was out of stock so I ordered another color that arrived yet another week later!Much to my chagrin,it DID NOT WORK!Have been trying to get a response from what they call customer service...but no contact!They won't publish a customer service phone number and won't answer any of numerous emails I've sent them.This company either has the most terrible customer service imaginable or they are a total rip offf!

Hello,
As of [redacted] the customer has sent their device in to us for repair or replacement. Once received, we will either repair or replace the device.
 
The tracking number for the postage we provided for the return is USPS: 
FONT-FAMILY: SalesforceSans-Regular, Arial, sans-serif; COLOR: rgb(22,50,92); BACKGROUND-COLOR: rgb(255,255,255)">[redacted]

Hello,
 
So sorry to hear about the continued troubles. We do not send any previously used or refurbished devices to anyone for any reason. JUUL is sold as a starter kit, but warranty replacements are the device only, which is sent in a sealed plastic bag. Although the replacement is the...

device only, it is a brand new never used device. I see that Ana has been in communication with one of our support agents today, as of this morning. We will follow up and troubleshoot the new issue, and issue a warranty replacement if needed.

Hello,
 
The customer purchased the product through a third-party retailer, so we cannot offer a refund. However, we have contacted the third-party retailer and they should be reaching out to the customer, as well as refunding their purchase.

Complaint: [redacted]I am rejecting this response because: You cannot demand the retailer to refuse replacing a damaged item and say no to a replacement. I did not have it initially either. I cannot believe your CS. I am NOT a customer anymore and convinced 2 other friends not to use your product (and will continue to...) YOU ARE A FRAUD Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I was given a...

receipt of confirmation of my order, I never received any info or questions regarding shipping or notifying me that my order was cancelled. I charged this on my husbands credit card. He has a separate PO box for his business from our private residence address, hence why it didn't match up. Had anyone from this company notified me IN ANY WAY, AFTER I ATTEMPTED TO MULTIPLE TIMES, I could've explained that very quickly. If you cancel an order, inform that person. This is a bt excuse and someone needs to personally call me. 
Sincerely,cv[redacted]

Hello,
We are very sorry to hear of the customer's dissatisfaction. After closely reviewing the device information, we were able to provide troubleshooting steps that solved the problem and has left the device in working condition, so warranty service is no longer needed. PAX is always happy to assist in troubleshooting and warranty service if applicable. In this case, it was indicated that the device, a PAX 3, was purchased from an unauthorized third party on eBay. The PAX 3 warranty is not transferable, and valid only to the original purchaser. Purchases made through unauthorized third parties do not include our warranty. This is outlined in our warranty policy at https://[redacted]/. Purchases made directly through PAX Labs or authorized retailers are covered by our warranty. Authorized retailers can be found using our store locater at https://[redacted]. At this time, repair of the device is not applicable and PAX considers this matter resolved.
Sincerely,
Pax Pros

We have contacted the customer (**) and resolved the matter by phone and we have agreed to replace her device with a brand new one as covered by our warranty.  We provided her with a prepaid shipping label to return her current device to us. I apologized to ** for the delays she experienced and...

reassured her that we only want the best experience for all of our customers. Our customer service team has been working harder than ever to get back to all of our customer service emails and this is definitely not the way our warranty process is handled. We stand behind our products and service, and our reputation is being known for both the quality of our products and how much we care about our customers. We provide a 10 year warranty with every device that is purchased through an authorized dealer, and we will always honor our commitment. [redacted] case has been resolved and she has expressed her satisfaction in knowing that we will always be here to help if she needs it.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I have not yet received the replacement PAX, yet the customer service team has been in contact and has provided me with a UPS tracking number so I believe it to be en route and possibly delayed by the storm (Stella). Their team has also provided me with a direct phone line to contact them in the future. They were very kind and apologetic for the poor service, which I appreciate very much.  Sincerely, **

When we initially were contacted, the customer was still in possession of the faulty product. While the [redacted] pods themselves are not covered under our Limited Warranty, we are able to offer replacements should the faulty items be returned and inspected at our headquarters. We provided a prepaid [redacted] shipping label when contacted and informed the customer of the replacement process. 
Additionally, [redacted] is not responsible for and will not be bound by any additional warranties provided by retailers and does not authorize any other person or retailer to make or assume any obligation or liability in connection with any of its devices.
Sincerely,
The [redacted] Care Team

Revdex.com:I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The business quickly got in touch with me and took care of the issue.   Hopefully they are hiring more customer service help to prevent this situation from happening to others.   
Sincerely, [redacted]

Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
if you can not replace I would like a full refund I purchased a new product and would like to exchange it I really don't care what your policy is and if you can not exchange a new product that was defective then please issue a refund

We reached out to [redacted] by phone on [redacted] at [redacted] and scheduled a secondary call [redacted] to troubleshoot the issue he is having with his device. We stand behind our products and service and [redacted] is in good hands. Our 10 year warranty protects his device and I am confident we will...

get this matter resolved during our next call. [redacted] appreciated the follow up call and will be working with our team to resolve his issues. Please see the email confirmation that was sent to the customer on [redacted], confirming we have spoken with him and will work to get this support ticket closed out together.
Respectfully,
Jack
 
PAX Labs Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Sirs,
Unfortunately as the customer purchased product through a third party retailer we are unable to directly credit his purchase.  As indicated by the customer, however, we have offered to provide replacement goods if he would care to send in the item purchased using the pre-paid...

postage we have supplied.  He can send his shipment to us by giving it to his [redacted] carrier, dropping it in a blue collection box or at any post office.  
 
Sincerely,
The [redacted] Disputes Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We've been in contact since this rejection and have settled the issue with the customer

Complaint: [redacted]I am rejecting this response because: Your web sights for JUUL & PAX Pros neglects to list any number for customer service. If your company actually cares it would research how many INCORRECT phone numbers are listed online for them. I have now two numbers given for your customer service department. Either [redacted] or [redacted] is correct. I have received my PAX2 replacement and my original issue has finally been resolved. My rejection is because your company does not provide the phone number to paying customers who want to contact you when they begin the semi nightmare of the support ticket black hole. . In a prior email on [redacted] I requested the name of who is your director of customer service relations so I may write a complaint letter to them. I have yet to be directed to who is actually in charge of that department. The main reason for my rejection is so others may find these phone numbers to contact your customer service department and not waste their time like I have filing Revdex.com complaint.Sincerely,[redacted]

[redacted] original device, purchased from an authorized retailer in [redacted], was replaced under the terms of our ten year warranty on two occasions. He reported further trouble with his device on 7/27/[redacted]. We offered troubleshooting and/or a warranty inspection. After reviewing his case and...

discussing the issue with him, [redacted] has accepted a newer model at no charge as a replacement for his original device. Please see attached communication and proof of delivery for replacement device.

We are happy to help [redacted] with any issues that he may be having with his device, as we stand behind our products and service. He can contact us by phone at any time for assistance and we have representatives standing by to take care of any needs he may have. Our team can be reached...

at 855-509-JUUL (5885) and we will gladly assist him at any time. We look forward to hearing from [redacted] and have left a voicemail message for him as well offering assistance.