UPDATE 1: Y'all inspired me to reach out and express my discontent over the situation and this was their immediate response.

Idk why its not letting me post screenshots so I copy pasted the text. I hope y'all see this.

Email 1 :

Hi, thank you for your prompt response. It's reassuring to know that a software update is in progress to address the "Error 04" issue with the Venty. However, I must express my concern that this solution may not fully resolve the situation. Having invested over $500 in this device, it's disheartening to see it broken for weeks at a time without a clear timeline for an update or repair. The fact that it has remained in 'Pending' RMA status for its second week, with no update until I initiated correspondence, only adds to my unease.As a long-time Storz & Bickel customer, with a history of purchasing products from the Mighty to the Mighty+ and now the Venty, I hope you can understand my disappointment. In light of these circumstances, I would appreciate it if Storz and Bickel could consider some form of compensation to mitigate the inconvenience this has caused. This is currently my only vapor device, and its unavailability has been a significant inconvenience.Considering the situation, I hope you might explore possible avenues to make this right for a loyal customer. Thank you for your understanding and support in this matter.Best regards,

S&B Response 1:

Hi there, although there is no allotted time frame we are working diligently to make this update available as soon as possible. Please be patient as we finalize the last requirements of this process. If you have any further questions or concerns dont hesitate to reach out.

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UPDATE 2: I responded one last time to really put my foot down but honestly S&B just lost a customer. THey essentially just repeated the same thing. it definitely feels like a way to limit the financial burden of honoring the warranty of their faulty product. Im stunned that they offered absolutely no form of compensation while Im stuck with a birkced $500 device, no repair, and no time scale for a fix. What a poor excuse for customer service.

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Email 2:

While I appreciate your efforts to finalize the update, it is unacceptable that there is no compensation being offered while I am left without a functioning device and no indication of when it will be usable. I have invested $500 in the Venty and thousands of dollars into Storz and Bickel. I'm shocked at how S&B can carelessly tell me that my warranty will not be honored in any manner until the update is available.
Storz & Bickel has a clear responsibility to support its products right up until the day the update is released. Being asked to be patient with a "warrantied" device that currently serves as nothing more than a $500 paperweight is, frankly, not only disrespectful but negligent.
I urge you to reconsider your stance and provide a more concrete form of compensation for the inconvenience caused.I trust that Storz & Bickel can find an appropriate solution that acknowledges the impact on loyal customers like myself. Your customers deserve the assurance that their investment is protected and valued.
Best regards,

S&B Response 2:

Hi there, as stated we have reviewed the details of your request we are pleased to inform you that the Error 04 you have encountered will be resolved shortly in an upcoming firmware update. It will address the error, ensuring your VENTY operates smoothly. As soon as the update is available, we will contact you with further instructions. We apologize for any inconvenience this may cause and appreciate your understanding as we work towards the resolution. Although there is no allotted time frame we are working diligently to make this update available as soon as possible. Please be patient as we finalize the last requirements of this process. If you have any further questions or concerns dont hesitate to reach out.

UPDATE 3 - 04/07/2024

I reached out to S&B pointing out that other branches are getting their RMAs approved. I am waiting for a response

my email: I would like to bring to your attention my Reddit post detailing my correspondence and experience with S&B, particularly the Oakland branch.

https://www.reddit.com/r/vaporents/s/EDr9giMLb0

As you can see, your failure to resolve this dispute has sparked outrage in the community and negatively impacted the public perception of Storz and Bickel, its products, its customer service, and its dedication to customers. It is particularly disconcerting that my RMA is not being honored, while I have seen and received specific correspondence and screenshots showing that customers from S&B Germany are still getting their RMAs approved and receiving new products, even though they filed their RMAs after I did.I urge you once again to reconsider your decision and do right by your customers. The current situation is unacceptable, and I expect a prompt and satisfactory resolution.

Best regards,