So far not the best experience.
So far not the best experience.
TM2 device malfunctioned after a couple days of use. It burned the PCB and battery; let me tell you, there was a pretty sour smell inside the battery bay. I even purchased new batteries to see if it was still functional. It was not.
I've filed it for RMA. Initially no response on my request, I had to initiate my own communication with their support and they responded with a return label for the device soon after, which is great. I then sent it on the 10th of june, they had it delivered by the 12th of june, but I did not receive any emails nor confirmation on this and have now sent them another email for follow-up.
I might change this review based on what's happening next, but I'd say don't expect this company to be actively communicating with you unless you take the reins on that.
It's very unfortunate. This was my priority choice for a vape, their TM units are praised globally. But if this is the kind of services you deliver to someone that had a unit functioning for just a weekend, well then I really don't want to recommend purchasing to anyone.
So why not step up the CX game just a bit? You got the product nailed. Now fix the service. Win the bowling alley, cause everyone seems to love your product.
In my specific case, proactive communication could've made the experience so much better. That's really all it takes, but either you are understaffed or don't have those kind of processes. When you proactively communicate, you eliminate a lot of stress from your customers. You make them feel safe, and not like they just wasted 400 euro and have to spend a lot of time to either retrieve them or a non-faulty device.
It's that simple.
Looking forward to TMV response, I'm sure they are good guys and probably just suffering a bit from too much success!