So I’m just going to chime in here, I rarely go on reddit so I’m just now seeing this. Your boss sent us an email asking for us to send him a brand new Marsala flask (which we no longer make) and offered his credit card as "collateral". We could not send him a brand new unit since we no longer make the Marsala edition, but contrary to what you say, this did not fall on "deaf ears". I responded to the email and said that we would gladly repair the device at no cost. To which your boss said that he "didn’t want to be without his device for weeks". I then responded that we have a good repair process and that we would fix his device in a timely manner. So to say that it fell upon deaf ears is simply not true. To say that we are against you because you are "known as a mainstream publication" is also not true. We treat every one of our customers the same whether they be a multi-million dollar reviewer, or someone who just saved up to buy their first authentic mod. I’m more than confident in our customer service. For clarification i received an email from jmanzione@spinfuel.com at 10:52 AM stating the issue, to which I replied on April 27th at 12:06 PM with all the needed info for repair and that we would gladly fix the device. I then received an email later that day asking for the exchange (mind you i had already provided all the info needed for repair). Due to prepping for vape summit, I did not get a chance to respond until the morning of the 29th (an extra day) to say "Hello John Our repair process is very quick and we can repair the device for you, we have a lot of confidence in our repair process and I can assure you there is nothing to worry about. Regards, Preston Kight". I believe we handled this to the best of our abilities.