This article provides agents with the procedures for handling customer complaints involving disposable vape devices that have stopped working, will not charge, or have otherwise malfunctioned before the product contents were fully consumed. These complaints require both technical triage and a customer resolution pathway.
Disposable vape devices distributed under the Pure Sun Farms brand are subject to quality assurance standards. A device that stops functioning prematurely — before the cannabis oil is depleted — may represent a manufacturing or battery defect and is eligible for resolution under the defective product policy. Agents should approach these complaints with the same urgency and professionalism as any other product quality complaint.
Before offering a resolution, agents must ask the following triage questions to determine whether the complaint qualifies:
1. Did the device suffer any physical damage (drop, water exposure, extreme heat)?
2. Was the original or recommended charger used?
3. Has the customer verified the oil is not fully depleted?
4. Does the LED indicator light activate when charging or drawing?
5. How many days or uses before the malfunction occurred?
6. Was the device used, stored, or transported in unusual conditions?
Document the answers to all triage questions in the Zoho Desk ticket.
If the triage indicates a likely manufacturing or battery defect:
- Acknowledge the defect and apologize for the experience.
- Request a photo or short video of the device attempting to activate.
- Request proof of purchase and lot number from the packaging.
- Offer a replacement device or equivalent store credit per current authorization tier.
- Log the lot number for QA tracking.
If triage indicates user-related damage:
- Explain the policy compassionately: user-caused damage is not covered.
- Offer a courtesy discount on a future purchase as a goodwill gesture (subject to supervisor approval).
- Do not offer a full replacement for user-damaged devices without supervisor authorization.
Agents must flag the complaint for QA review if:
- The device failed within the first 25% of expected use.
- Multiple complaints are received for the same lot number.
- The device failed despite no triage risk factors being present.
QA flags should be created as linked sub-tickets in Zoho Desk under the Batch/Lot Review category.
Agents should not diagnose specific technical causes of the malfunction. If a customer asks why the device failed, inform them that the QA team will review the product and that their feedback has been documented. Avoid speculative explanations that could be used against the company.