Their customer service is a joke and it’s such a shame because I was really impressed with there product, besides my brand new leaking tank. All I wanted was to replace the leaking tank they sent me. I bought a Triton starter kit, e-juice sampler, and an extra tank. The one tank leaked all of the juice by the second day and it was not customer error, the threads on the mouthpiece were almost non existent. Please take note of how much hassle this has been, and they still have not solved my problem! It’s just a plastic tank for crying out loud! Why should I have to buy 2 to get 1 that works?!
My first message…
Hello. I recently purchased a Triton starter kit, e-juice sampler, and an additional green tank. The extra tank that I purchased is leaking badly after only a few days. I noticed that the mouthpiece is not so easy to screw on like the other tanks. It feels like there are less threads, even though that doesn’t appear to be the case. You have to really push down hard to get the mouthpiece to screw on. Well it was full of Turkish Tobacco, but I couldn’t bare the burning taste it was putting off so I didn’t use it. I heard the burning taste comes from an empty tank, but it wasn’t empty at the time. Although now, at the end of the day, there is no e-juice in the tank, just a couple of saturated wicks. I think I may have recieved a faulty tank. I was wondering if I could somehow exchange my tank for another one? I’m not worried about the couple of mL’s of Turkish Tobacco that spilled out, I’m already saving a ton of money from using your product, not to mention my lungs! My order number was 500033654 placed on July 8, 2013. Thanks for your time,
Their half-hearted response…
Good morning Mark,
Sorry to hear you are experiencing leakage with your Triton Tank. Please be sure not to fill the center hole of the coil assembly with e-liquid, as this will cause leakage.
We suggest tighten the center coil assembly by turning it clockwise. The coil should be snug, but not over tightened.
Also, it may be time to change the replacement coils in your tank as this also may result in leakage.
The HALO Customer Service Team
Yes, they really just suggested that I should buy a new coil to fix their leaking tank!
Thanks for your concern. I did not pour any liquid into the center hole of
I checked the coil and it was not loose, I couldn’t tighten it any further
with my hands.
How often do I need to replace the coils? It hasn’t even been a week. It
leaked the first time it was filled. On the second day, all of the e-juice
had leaked out, even though it wasn’t even being used.
After looking more closely, the problem is absolutely the mouthpiece. The
thread count on the mouthpiece of the leaking tank is less than half,
compared to the mouthpieces on the other two tanks that do not leak. This
is why I had to use force to attach the mouthpiece to the tank, as I stated
in my first complaint. I’ve attached a picture so you can see the faulty
mouthpiece for yourselves.
Thank you for getting back to us. We typically do not accept returns or exchanges on Tanks due to sanitary reasons. However, I spoke with my supervisor and he gave me approval to send the (1) Triton Tank only via First Class mail to:
The Halo Company
Attn: Returns Dept.
PO Box 406
Pompton Plains, NJ 07444
From there we can inspect it for QC, and issue the replacements.
Please include the order # and a note that you are requesting an exchange.
The HALO Customer Service Team
My latest response, 4 days later. Problem still not solved…
Thank you. Do you expect me to pay for the shipping? Do you plan on
reimbursing me after you conclude that the tank is no good? What’s the
point in all of this hassle, for a plastic tank?
Just so you know, this whole experience has left a terrible taste in my
mouth, Halo. I was nothing but nice in my first complaint. Saying hey, you
sent me a tank that leaks. I clearly stated that something wasn’t right
with the mouthpiece. You replied with ignorant suggestions that did not
apply to my complaint at all. Not one comment about a mouthpiece. I
received this stuff a week ago, and you seriously recommended that I should
buy a replacement coil? Are you kidding?
Even if you’re reading a thousand of these e-mails a day, you owe it to
your customer to at least pay attention to what they are saying. I will be
warning other consumers in the forums of the terrible customer service you
guys are displaying.
I’m sorry to rant. But thank you for hearing me out. I hope it prevents you from going through any of this trouble.