I bought a top-of-the-line unit in May and registered it immediately on the internet website.
I purposely voided the warranty to remove 2 bright blue LED "ambiance" lights from the bottom of the unit within 2 weeks of purchase AFTER checking on the website and verifying that non-warranty repair was available. The site stated that for a 35.00 charge, all internal electronics would be replaced on non-warranty units repaired.
As a background note, I have over 20 years experience in electronics and electronic test equipment repair and after removing the offensive lights, I used the unit flawlessly until April when, apparently, the heating element burned out.
I went to the website and downloaded the repair form and sent the unit prepaid to the factory and supplied my credit card information to cover the repair charges. I also stated on the form that I removed the lamps and was aware that I had voided the warranty.
I got a call from the factory 4 days later and was told the warranty was void and they would not repair the unit. I tried to explain the facts as stated on the website and the situation in general but was met with no concessions or flexibility on the part of Vaporbrothers. I asked them to return my unit and ended the call.
I then received a call about 10 minutes later from vaporbrothers telling me it would cost 10.00 if I wanted the unit back. To cover shipping costs. I mentioned that the website said return shipment is free anywhere in the US and since the factory is about 30 miles away from my house it would be much less than 10.00 to ship but was met with no flexibility. I then offered to send a driver to their address to pick up the unit but was told that is not allowed and it will be 10.00 charged to my credit card to get the unit back.
I think this represents predatory and deceptive repair policies that are not fully stated on their site, and are in fact stated differently, and that they use the repair policies in a random manner to maximize monetary gain while offering absolutely no flexibility or willingness to work with a customer to resolve a dispute. This whole episode left me feeling cheated.
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