📄 Charging & Battery Problems
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Charging & Battery Problems

Q: A vaporizer won't charge. What evidence should we request?

Ask for one continuous video showing:

  1. The charging cable connected to a working wall adapter/outlet.
  2. The cable being connected to the vaporizer.
  3. The device's charging response.
  4. A second known-working USB-C cable/charger being connected to the outlet.
  5. The second charger being tested on the same device.

Where appropriate, also test another wall adapter/outlet.

Q: Why do we require two chargers to be tested?

Because a failed cable, wall adapter, or power source can appear to be a vaporizer charging failure.

Sending a replacement device without identifying a faulty charger could leave the customer with exactly the same problem when the replacement arrives.

Q: A device powers on but the battery drains unusually quickly. Is it automatically faulty?

No.

Battery consumption depends on:

  • Temperature
  • Session duration
  • Number of heating cycles
  • Battery capacity
  • Battery age
  • Ambient temperature
  • Frequency of reheating

Ask how many complete sessions the customer receives from a full charge and whether the abnormal percentage drop happens consistently every session or primarily after the first heating cycle.

Q: What additional evidence should we request when a battery appears fully charged but drains very quickly?

Ask the customer to confirm:

What battery level is shown immediately after a full charge?
How many complete sessions does the device provide from 100% until shutdown?
What temperature and session duration are being used?
Does the battery percentage drop rapidly after the first heating cycle only, or after every session?
Does the device actually shut down because the battery is depleted, or does only the battery indicator fall rapidly?
Does the same behaviour occur after at least two separate full-charge cycles?
What cable and wall adapter are being used for charging?

Where possible, request a continuous video showing the device at full charge, disconnected from the charger, completing a heating session, and showing the battery level immediately afterwards.

That last distinction—actual premature shutdown versus an inaccurate battery indicator—is especially worth adding. It gives our technical team much better evidence before classifying these cases as battery-cell failures.