late-comer to the conversation, but I feel like I am getting the runaround from Ploom/Pax. I have opened a ticket, and ranted about my negative experience with my original Pax---bought at BDT Tobacco Roseville, a certified re-seller. See, I bought my $275 Pax to replace regular smoking and vaporize instead. I basically flushed $275 down the toilet. I am only re-ranting because I happened to stumble across this after placing a support request over the weekend with Ploom/Pax and after checking my email throughout the day, still no reply. The site talks about calling for support but then on the page you don't give the 800 number to call. I feel like you focus more on the slick look and automations on your site rather than actually be upfront and easy to call. Really dislike my original PAX model bought in 2012 in the early days of PAX. Used for maybe 20 minutes overall due to the fact it takes ages to heat up with a green light---we're talking about more than 5 minutes, regardless of the temperature setting, and then as soon as I try to draw a hit, it is either minute or nonexistent, due to it almost immediately going back in reheat mode after a 1 second attempt at a draw---- $275 I wasted my money on. Yes, I cleaned it, yes I lubed it with the Pax lube to lube that sticky mouthpiece problem, packed the chamber tightly, packed it loosely, packed it normally---no difference; still the same overpriced, non-working "vaporizer" that so many insist is fine, but I know mine isn't. So much for that "10 year warranty"... In all honesty I have had it for almost three years and in that time I am certain I have actually tried using it no more than 20 times, because it was always such a frustrating ordeal and ultimately a let-down. So it sits, as a very snazzy looking objet-d'art instead of a functioning, satisfying alternative to combustion smoking. Not that it matters, but I am a 42 year veteran that is a legal mmj patient in MI with PTSD, herniated discs, a jacked-up neck, and fibromyalgia. I have watched far too many videos and read more than a few "solutions" on this original Pax.
Lastly, what really irked me was how to request customer service you had to add your serial number, which was on the back of the unit, apparently. No serial number, not in the oh-so-slick packaging, nowhere. So either I received a fake Pax from a Ploom/Pax certified vendor (highly unlikely) that has no serial number, or they are asking for something that newer Pax than mine came with. Sorry for the excessive rant but this is the first time I have ever "trashed" a device online, but cut me some slack---you have to be able to put yourself in my shoes, and see why I feel this way. No disrespect, no attempts at trolling, I'm just an old beat-down vet in pain, every single day of my life, and I really wanted this to be a long term solution as an alternative to smoking for me to treat myself and feel like I got the shaft when I purchased this.
tl;dr: My experience with Ploom/Pax and their Pax 1 has been horrible, as a few others have posted here.