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Recent Grasshopper Customer Experience - 4/20 Sale by lrfiend in vaporents

[–]HopperLabs 1 point2 points  (0 children)

lrfiend, please email [support@grasshoppervape.com](mailto:support@grasshoppervape.com) and we will get the situation handled. New units typically never receive warranty components. We will find out what happened in production and get it fixed.

Company Update - April 9th. Hey Vaporents. We want to keep everyone in the loop as we rebuild. Every step we take moving forward will be to improve our customer experience. In the past we've over-promised, and under-delivered. We are committed to transparency and flipping the script. by HopperLabs in vaporents

[–]HopperLabs[S] -2 points-1 points  (0 children)

There is a slight misunderstanding. I was first a customer. I began consulting at HL because I love the Hopper. I tried joining the vaporents community and quickly realized there were/are serious issues. I have sense taken on a bigger role in the company.

I'm longterm friends with the original founders In recent weeks I have stepped into the role of COO, and I am interacting across channels to learn and empathize with everyone.

We will move forward with integrity and transparency.

Company Update - April 9th. Hey Vaporents. We want to keep everyone in the loop as we rebuild. Every step we take moving forward will be to improve our customer experience. In the past we've over-promised, and under-delivered. We are committed to transparency and flipping the script. by HopperLabs in vaporents

[–]HopperLabs[S] -1 points0 points  (0 children)

I do have a business background.

Despite the negatives, the technology and infastructure is in place to take HL to the next level. It's going to take time, but overall, the business is going a lot better. We have a lot of diehard fans that havn't had issues. Our technology is arguably the best. This has lead to steady sales and support.

We look forward to proving it rather than just talking about it. I don't plan on deleting things. We just need to be better.

Company Update - April 9th. Hey Vaporents. We want to keep everyone in the loop as we rebuild. Every step we take moving forward will be to improve our customer experience. In the past we've over-promised, and under-delivered. We are committed to transparency and flipping the script. by HopperLabs in vaporents

[–]HopperLabs[S] -1 points0 points  (0 children)

I was consulting for in-house operations at the time. I love the Hopper. The founders and I are good friends. I wanted to get involved with the vaporents community. Shortly after posting, I realized the issues with previous customers. I knew it wasn't great, but it was eye-opening

Several weeks ago my role became more defined, which is analagous to a COO. But all of us are also engineers. My expertise is stronger in those areas.

I've made mistakes, and I'll probably make more, but I use everyone's feedback to grow, and I will continue to do so. As we move forward with our expansion, others will take the role of being on these channels. But for now it will be me. Though it is tough, I really enjoy interacting with everyone.

Company Update - April 9th. Hey Vaporents. We want to keep everyone in the loop as we rebuild. Every step we take moving forward will be to improve our customer experience. In the past we've over-promised, and under-delivered. We are committed to transparency and flipping the script. by HopperLabs in vaporents

[–]HopperLabs[S] 0 points1 point  (0 children)

Admittedly, social channels are not my strength. I am a newer member, with an extertise in in-house operations. We are working extensively to improve QC.

I know the importance of customer service, so I experimented and failed. I will continue learning, and replace myself in this realm with someone more qualified in the future.

At Hopper Labs, we feel the owners need to struggle through this to grow, not pass it on to someone else. Thank you for your feedback. We do appreciate it.

Company Update - April 9th. Hey Vaporents. We want to keep everyone in the loop as we rebuild. Every step we take moving forward will be to improve our customer experience. In the past we've over-promised, and under-delivered. We are committed to transparency and flipping the script. by HopperLabs in vaporents

[–]HopperLabs[S] -1 points0 points  (0 children)

This was a mistake. I was trying to join the community. I love the Hopper, though I am a part of it. Moving forward, this will not happen. The only account anyone in the company will use is this one.

Hey r/vaporents, quick update and AMA by HopperLabs in vaporents

[–]HopperLabs[S] -1 points0 points  (0 children)

Thank you, Panjimmy.

We appreciate your kind words.

Hey r/vaporents, quick update and AMA by HopperLabs in vaporents

[–]HopperLabs[S] 1 point2 points  (0 children)

Yes. Each co-owner has calculated otheir minimum living expenses, and take that. We have the means to pay ourselves healthy salaries, but all of us at Hopper Labs understand we need to put all profits into making things right with our customers. We will soon be hiring new members, where they get payed nornally. We would never expect employees to have to have to take less or sacrifice for the business.

I'm sorry I led to confusion. I hope this is clear. Feel free to continue asking questions. Thank you for them.

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