Pax Labs, Inc.

We have spoken with [redacted] regarding the issues that he was experiencing with his new device, and we were able to successfully troubleshoot the symptoms and provide support on how to improve his experience. I advised him that we are always here to help whenever he has needs or questions and we stand...

behind our products and service.We apologized for the delay in response to his support ticket, and we have resolved the matter directly with [redacted]. I reminded him that he has a 10 year warranty with our product and we will offer any and all assistance needed during that time.
Our support case #[redacted] for [redacted] has been closed and marked as resolved, he thanked me for the support and he has indicated that no further assistance it needed at this time. Justin also advised that he will recontact the Revdex.com and confirm that we have completed his request for support.
Respectfully,
[redacted]
Customer Service | Tech Support   
PAX Labs Inc

The Pax 1 was advertised to have a 10 year warranty when I bought it. Now, only a few years into this warranty, my device no longer has functional temperature settings. I submitted a support ticket with all the required info and double checked everything to make sure it was 100% correct. I wait. Two months later I still don't have any email from them. I submit another support ticket. Still no response at all. I feel like I was sold a product based on it having a good warranty but here I am trying to use that and they are radio silent. I've even messaged them on twitter a few times but no response. Unbelievable. I've never written a complaint in my life here but this time I really feel that it is necessary so others don't fall for the same lie that I did.

Hello,We greatly regret the delay in responding.  We have been in touch with Ms. Malhiot by e-mail since July 20th to offer troubleshooting support.  One of our customer service agents also followed up by phone on Thursday, July 27th to provide additional support and we are currently in...

the process of arranging shipment of the affected devices to our HQ for further testing.Best,Victor F.

We have spoken with[redacted] on[redacted] by phone [redacted] and discussed the issues he mentioned having with his device. His support request will require a secondary follow up call that we have scheduled with the customer on[redacted] and an email confirmation was sent to him confirming the appointment....

[redacted] thanked me for the follow up call and we will be reaching back out to him at the time scheduled to resolve his issues and get his support case closed out positively. We stand behind our product and service and will do all we can to assist this client.

As our product has grown in popularity, we have worked hard to scale our manufacturing to meet the current demand. As we continue to increase our supply capabilities, we will begin reviewing applications and accepting new direct customers. Please feel free to reach out to our dedicated sales team at...

[email protected] for more information.

Complaint: [redacted]I am rejecting this response because: It has taken over 3 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 Pax2 to. I 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 issue. I have yet to receive any notification that they have received the defective Pax2 that I have mailed in. At this rate I have little confidence in their ability to fulfill their warranty that they have advertised for this high priced product. From my experiences with this company so far I will consider this issue resolved when my Pax2 is returned to me repaired or I receive a refund. Sincerely,[redacted]

We request photos of most reported issues as part of our standard troubleshooting/warranty service process. As of 5/22 we've provided a free shipping label to the customer. Their device will be repaired or replaced once received by our technicians.

Complaint: [redacted]I am rejecting this response because:
my application got approved back in march or April and I am still in your waiting list for the next wave of retailer shipment while you keep selling products through your website on a regular basis so why can't a retailer gets his shipment on time ? And it doesnt take any big company like yours 6 moths to send products to a retailer when you know a retailer can grow your business much faster than your own website. And I don't mind being in waiting list but it's hurting your own brand and product because if a customer comes to us to buy juul and since we don't have it we have to offer them the similar product like my. Von erl, my jet etcSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did not keep the leaking (dirty oily) pods so I can't send them to you (nor should I be required to), I want to receive my money back if not from you than from the retailer , if that is not an option you can send me a pack of pods instead, you lost a customer today and I'll be your worst "advocate". Sincerely,[redacted]

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]

We have spoken to this customer and have agreed to assist him with his warranty claims and will happily inspect his device as needed. Our product comes with a 10 year warranty and we require the customer to send the device in for inspection to confirm the  problem the customet is claiming...

before providing a brand new unit.  We have also agreed to pay the shipping charges for thr package and have sent the customer a prepaid mailing label.  The customer has refused to cooperate with our effort tto troubleshoot the issue by phone, as we explain to him how to correct what is taking place  Based on his description of what is happening, this is a case of user error and can be rectified with our tech team with a simple phone call.  The customer has also refused to send the device into us for inspection, therefore not giving us the opportunity to confirm the problem is taking place.  We are unable to assist this customer with a replacement device until he sends his current one in for inspection, as explained in our warranty coverage guide lines available on our website. Devices are not replaced based solely on the customers claim of it not working, all units will require a detailed inspection to confirm the customers claims.  We have provided him with everything he needs to get his device in for inspection  (including a prepaid shipping label to use) and once it has been received by our tech team, we will provide him with and update once  we have confirmed there is an actually warrantable issue that required replacement. This customer has not been cooperative with our effort to assist him and has refused to follow our standard process. No exceptions will be made regarding this policy, and we have explained this to the customer on several occasions. We find this complaint as frivilous and unnecessary, and have already agreed to help correct this. We'll be awaiting the arrival of his unit by mail and will move forward once he decides to cooperate with our good faith efforts.
gappening,

Revdex.com:[redacted] was very helpful, and explained to me the proper usage of the PAX3, although I wish the company would have reached out earlier.  In either case, this is a satisfactory solution, and I wish PAX well in the future!
Sincerely, [redacted]

Dear Revdex.com,     I am writing to you today because I wish to withdraw my complaint. Reason being that the original reason I wrote was to gt my PAX3 fixed. Since that time I have found out it is not the PAX3 that is broken but was a faulty cable. With the replacement of the...

cable, the PAX3 now works fine so repair is unnecessary. I appreciate all the work you have done for me. I am glad that there is an organization like you to turn to. Please keep up the good work.Yours Truly,[redacted]