My girlfriend has a Green Smoke and she actually loves their customer service, battery life is suspect though. The carts are refillable, but only 2-3 times before the material 'wears out'. The best way I've found to refill them is to fashion a tool out of a paperclip or safety pin, to stick
through the
vaping end of the cartridge, and pry the cap out. I then drop a couple drops in, let it soak in for a few hours, and repeat 3-5 times. Seems to work pretty well but you have to be careful to use a liquid flavor that is compatible with the original flavor of the cartridge in question. i.e. - Don't refill a coffee cart with cherry liquid.
With respect to differing experiences and opinions on products and vendors, what I've found is that you never know what the intangibles are. Perhaps one person had a good experience because they caught a customer service rep that cares about their job and was having a 'good day', while another person may have had a bad experience because they caught a newbie rep that really didn't want to be there that day. As far as product failure, unless there is some proven consistency in failures, one experience where an electronic part failed is not sufficient evidence to label a vendor or manufacturer as unreliable or carrying poor quality products. Electronic goods, regardless of the application, are subject to intermittent and premature failure. It's the failure rate across a large number of a particular product, that should dictate good or bad quality.