18006049575, this is the customer service number for smoke assassin, its not on their website. At the time of writing this Id been on hold for 10 minutes. Finally customer service came on the phone and I began to explain the problem with their product- the atomizer stopped working after 2 weeks of use. After explaining to me that they would not send a replacement part after I sent the broken one in (at my expense) I asked to speak with a manager.
Instead of putting me on hold and complaining about how unreasonable, because demanding a defective part be replaced is demanding, I listened to them laugh about how I just started right into it. Another 3 minutes someone claiming to be a manager picked up the phone.
After explaining that I dont appreciate their customer service reps talking and laughing about my complaints I began to explain the problems that have plagued my order since the beginning:
-I ordered the free trail with the month supply of cartridges a little more than 2 weeks before Christmas, because of a customs hold it did not arrive until a week into the New Year. No notice was given that it would be late, I had to call customer service.
-The order came with a bonus free month supply of cartridges, this was not included in the order. I had to call customer service to get it sent out.
-The Atomizer failed after 10 days to 2 weeks of use.
My father called customer service was called and they told him one would be shipped out and would arrive no later than the following Friday. No notice was given that the part was not or would not be shipped out to us.
-My father called customer service and explained the situation to them, they told him they would not sent out a replacement part until they received the broken part, they claimed this was because he did not have an account with them.
I then explained this has been very frustrating because this was a Christmas gift and Ive had nothing but headaches from the day I ordered their product, and that I wasnt willing to send out the defective part until a new one was received. The manager explained it wasnt up to him, it was a company policy, if I or my father had an account it could be done, he would if it were up to him, etc. I explained if they want my father to get and account with them they had to send a new part so he can use up the supply of cartridges he already had.
Finally it came down to Ive lost faith in your company and unless you do something you will be losing a customer. This meant nothing to him. I will not use or encourage anyone to use their product.
TL;DR: Avoid Smoke Assassin/Smoke assist, theyre the same company with another name. Their products are expensive and cheaply made, their customer service is disrespectful and ineffective, and their business practices consists of strong-arming customers into accounts.
PS- if you do decide this is a product you want be very firm with their sales reps, they outsource sales to a call center that serves companies that do buyers clubs and will sign you up for things (for me 4 separate free offers that charged my bank account a total for 132 dollars) if youre not careful.
