puffco warranty service is a hoax at this point
Has anyone else had an absolute nightmare trying to warranty claim their Puffco?
I’m genuinely curious how everyone else troubleshoots or deals with warranty claims because my experience has been insane.
I first started having issues at the end of April/beginning of May. I didn’t even get actual help until June 1st, and now it’s July 7th and I’m still waiting for a resolution.
The first two weeks were basically spent arguing because, honestly, after everything that had gone wrong, I just wanted a refund. I had completely lost confidence in the device. They refused.
What made it even more frustrating is this was my first time buying directly from Puffco’s website. Every other Puffco product I’ve bought has been through authorized dispensaries around me, and as a medical patient in my state they’ve always treated me with urgency and great customer service. At that point I even asked if I could just take the device to an authorized retailer to get this resolved faster, but they wouldn’t allow that either.
The biggest thing that pissed me off was they ignored the fact that the chamber was what caused my base to fail. The chamber had been acting up back in April/May while it was still under warranty, but because the process dragged into June, they suddenly only wanted to replace the base and not the $100 chamber that had already been showing problems before the warranty expired.
Then I had to spend another two weeks escalating everything before they’d even agree to include the chamber. It literally took mentioning the Better Business Bureau and disputing the charge with my card company before anything started moving.
Now we’re at the shipping stage. They advertise a 3–5 business day shipping window, but apparently nobody can even guarantee that. Warranty replacements also apparently don’t get any priority, which makes zero sense considering we’ve already paid hundreds of dollars for the product and the issue wasn’t caused by the customer. The device failed because of a defect, yet somehow I’m the one waiting over two months for a fix.
For a company selling $400+ devices, I expected customer service that matched the price. Instead it’s been constant delays, poor communication, and having to fight for every step of the process. Apparently, now they can’t even print out shipping labels properly.
Has anyone else’s warranty experience been like this, or did I just get incredibly unlucky?
I feel like it added an extra layer of stress as someone who’s worked in fulfillment y’all got protocols for this. Why is no one fawking using them?