Yes.....sometimes even a SmokeStik has a problem. We have a highly trained tech support team waiting to diagnose and resolve your issues.....and the fastest way to get that done is not through this forum. It's a carefully crafted illusion that I don't sleep.....where I usually am is in the SmokeStik server.....so if you want fast service you need to use the email account or the telephone. (yes...we DO answer our voicemail) email@example.com ATTN LORRAINE for order or product issues. If it's something I can't handle technically I will kick it over to Steve. Also.....if your a new user or a new user to ecigs.....and you really want to get treated right....use the email or phone. Posting in the open forum where I am not allowed to reply isn't going to get you any real help. And 9.9 times out of 10 all it takes is a polite email and your problem is solved. ps...notice how I left this thread open so everyone who has experienced our amazing customer service can pat us on the back.