Q&A
I charged my new battery over night, but now the light keeps flashing.
Oct 18th
QUESTION:
I bought the Slimline Ciggarette yesterday. I charged it last
night for more than 10 hours.
I used it since this morning 7h00. it is 10h42 now.
When i inhale, the blue light flickers 15 times.
What does this mean?
ANSWER:
Hi Vicki,
Thank you for your email. We are pleased to hear that you purchased one of
our PUFFAWAY Eclipse packs.
PUFFAWAY truly is the healthier, cheaper, more convenient and more social
alternative to smoking and it helps you to cut down or even quit.
Regarding your pack, it seems to me that your battery is definitely not
100%. Each Eclipse does include a spare battery in the handy travel case
which you will find in your pack, so you do have a spare battery to use in
the meantime.
PUFFAWAY does have a full 12 month warranty on all of our packs so not to
worry we will get yours back in full working order soonest.
In order to assist you best, please could you advise where you reside and
where you purchased your pack from?
The reason being that most of our Stockists do have a PUFFAWAY Care Kit for
our range which include spare batteries and atomizers aimed at repairing the
occassional faulty customer pack in a quick and convenient manner.
You simply give them your faulty battery and they will replace it with a
brand new working battery free of charge.
Please revert with the necessary info and I will direct you to the closest
outlet.
We also regularly hold promotions in pharmacies and centres. These
promotions are a wonderful chance to interact and chat to trained PUFFAWAY
staff and also to replace any faulty components for customers.
I look forward to hearing from you soon and welcome any further feedback,
comments or queries anytime.
Kind Regards,
Benjamin
I have a faulty atomizer. What do I do now?
Oct 18th
QUESTION:
Hi. I bought the puffaway last week (thursday, I think.). Initially
I was very happy with it, and was happy to smoke this rather than
cigarettes. Since then, it has become increasingly tempramental, and today
has stopped working. The battery is fully charged. I have put a new catridge
on, in case it was the cartridge that was empty, even though it was a new
one. Today I went into the local diskem and they told me that it was the
cartridge, so I bought some oild and they showed me how to add this to the
atomiser. This worked in the shop, but has sinced stopped working. The light
at the end of the ‘cigarette’ lights up, and I can hear a faint gurgling
sound, but no ‘smoke’ comes out. I have removed the atomiser and blown
through it iin case there was a blockage. Air blows through no problem, but
when I put it together again, I get no vapour. Please advise what I should
do. This is extremely fustrating and disappointing as I was intially happy
with the product (and have only owned it for a few days). Please do not call
me tomorrow as I am in meetings alll day, but you can email me, or call me
on Tuesday.
Thanks and hope that this can be resolved as soon as possible.
Shannon
ANSWER:
Good Morning Shannon,
Thank you for your email. We are pleased to hear you purchased one of our
PUFFAWAY electronic cigarettes.
PUFFAWAY truly is the healthier, cheaper, more social and more convenient
alternative to smoking and it even helps you to cut down or quit.
I apologise for your pack not working properly. It is an electronic product
and the faulty component does occur, but our excellent customer service
commitment will have you enjoying our product again soon.
It does sound like your atomizer is not working and simply replacing it
should easily remedy the matter.
We do have a full 12 month warranty on all of our products so if your pack
is not working at any point down the line, we do commit to repairing it for
you free of charge.
We have provided most of our stockists with PUFFAWAY Care Kits containing
spare batteries, atomizers, oils and cartridges.
These are designed to get the occasional faulty pack back in working order
as quickly and as conveniently as possible.
We also have regular promotions in our larger retailer which give customers
a chance to meet with trained PUFFAWAY staff.
Please advise where you purchased our pack and where you reside so I can
revert with the best option for you.
I thank you for your patience and understanding and await your response.
Kind Regards,
Benjamin
RESPONSE:
Thanks for your response Benjamin
Went back to Diskem where I bought my puffaway today, and they replaced the
atomiser for me. Working perfectly now. Long may it last.
Best regards
Shannon
What do I do if my battery or atomizer is faulty?
Oct 18th
QUESTION:
Hi Benjamin, I changed my atomizer and battery at the pharmacy yesterday and gave back the faulty battery and atomizer. I showed Mariska that the atomizer does not even produce smoke. And that the battery, even when fully charged, just flashes.
The new battery and atomizer seems to be working perfect. It doesn’t flash and it smokes fine. Thank you for helping me, I appreciate it.
Vicki
ANSWER:
Hi Vicki,
Thank you for your feedback, I am very pleased we were able to get you and your pack back on track.
I hope you have many satisfied days, weeks and months with our product and that it continues to serve you as the healthier, cheaper, more social and more convenient alternative to smoking.
Kind Regards,
Benjamin
Where do I put the oil drops?
Oct 18th
QUESTION:
Hi,
Where do you put the oil drops?
Marius
ANSWER:
Hi Marius,
Thank you for your email.
We are pleased to hear you are interested in our PUFFAWAY Range. PUFFAWAY truly is the healthier, cheaper, more convenient and more social alternative to smoking and it even helps you cut down or quit.
To answer your question regarding the oil, we recommend that the oil be applied directly onto the atomizer.
To apply remove the cartridge (twist off in a clockwise direction), exposing the metal heating element. Drop 2 drops of the oil directly onto the atomizer and let it soak in.
You can then put the old cartridge back on or a new one (for extra smoke and flavor).
Two drops should last 1-2 cigarettes and then simply reapply the oil.
The oil is great because it goes directly onto the atomizer and so creates maximum smoke and flavour and also can be applied at your own discretion.
The oils retail for R199.99 and are available in our full range of flavours and strengths.
If you have any further queries, please do not hesitate to contact me in the future.
Kind Regards,
Benjamin
How long does my cartridge(cartomizer) last?
Oct 18th
QUESTION:
I have bought the Eclipse puffaway. I just want to know how long a cartridge is suppose to last because I only puff a few times a day and currently have to replace the cartridge every day. I have also noted a burning smell from the atomizer so I am concerned that it is not working properly. One of the cartridge’s fluff was stuck on the atomizer and I only realised it after I used it a few times. Would that maybe have done some damage or is the life of a cartridge only for a few puffs? I used to smoke 5 cigarretes a day and use the puffaway in the same routine.
Thank you
Lorraine
ANSWER:
Good Morning Lorraine,
We are pleased to hear you have purchased one of our PUFFAWAY packs.
PUFFAWAY truly is the healthier, cheaper, more social and more convenient alternative to smoking and it helps you to cut down or even quit.
We recommend that the cartridges last between 10 – 12 cigarette equivalents (depends on how heavily it is smoked).
In terms of ongoing usage we highly recommend our range of oils. The oils are exactly the same as the cartridges, contain the same ingredients and are available in the same flavours and strengths, it is just a longer lasting, more effective and more economical application.
To apply the oil simply remove the cartridge (twist easily in a clockwise direction) and then drop a few drops of the oil directly onto the metal hairy atomizer part. You can then put the old cartridge back onto the cigarette or a new one to maximise flavour.
The oil is appplied on an ongoing basis, you can use your own discretion. a couple of drops should last you a couple of cigarettes.
Please advise where you reside and where you purchased your pack so I can revert with more details regarding promotions in your area and nearest stockists.
Otherwise please feel free to contact me again at any time in the future. We always welcome feedback and comments from our customers.
Kind Regards, Benjamin