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Hopper io by Hopper Labs

Baron23

Check six
Messages
45
Location
The Swamp, Maryland side
It is my personal opinion that the HL’s abysmal performance is still an ongoing train wreck after four plus years and that posts critical of them is not just rehashing old history or undeserved “bashing”.

I will not participate in white washing the situation or posting just happy faces and therefore will most likely just not read or post to HL related threads.

I’m sure as fuck not going to apologize for my negative views of this company’s performance or for expressing them.
 
Messages
16
Those with problems with their IO's, have you contacted HL? And if so have you heard back?

It's a real shame that Hooper Labs stopped posting. I'm sure that we would all like some clarity on the above issues.

Otherwise I wonder about how their already fragile reputation will hold up if the new IO also turns out to be a dud
I had an issue with my preorder SS io, emailed CS, got a response within 48 hours and a replacement within 4 business days from initial contact.

But I don’t think my experience is the norm. I have always had very good and efficient communication from Hopper Labs.

Hello FC family,

I will be taking over forum communications for Hopper as part of our overall business relationship. Unfortunately I have been a bit under water with a new job, travel and all the issues I have been working from making announcements on IG and Reddit.

To clarify I don't work for Hopper, I don't make all the decisions, there are a lot of factors going into warranty claims and battery availability. Each case is different and will be handled as such. I don't need any opinions on me getting involved with Hopper. I don't have time to waste. Treat me with respect and I will do the same. I understand frustrations but getting shitty with me is not going to resolve anything. In fact (as some of you already know) I don't respond kindly to nasty bullshit so your likely not to get any response if you go that route.

Again, I'm here to help. I'm here to have your situation individually looked at. Trevor and I have direct communication and a lot to document issues and provide current status. So far it's been effective. Certain issues are getting resolved and at least others are getting current status messages.

Beyond that I want to clear up some of the misinformation being spread here and elsewhere. Hopefully all of this will curb some of the bashing going on here. Again I understand the frustration and have partnered with Hopper to make this right but at some point I hope people recognize and stop this nonsense. Repeatedly complaining about the same things over and over isn't going to solve your problem. In fact it may be a factor in driving them further into the ground and into bankruptcy. So then you will really have no warranty support? Who wants that? So please try to follow the FC rules and put your one experience out there and then move forward. Moving forward and stopping dwelling on the past is the only road to making this work.

Feel free to start pinging me with your open items. Provide as much detail as possible including order numbers or warranty reference numbers. Please don't get upset if there is a slight delay. I'm getting hit all at once and still have other things I'm responsible for.

To clear up the battery situation (and hopefully avoid some PM's on the subject)....GB3's are still in production and impacted by Covid19. No firm delivery date yet. If you have a working Hopper and no working batteries, Hopper wants to take care of you. They will release small quantity orders if you holler at me with your situation and provide an order number. As for replacement batteries, those won't be dealt with until the new batteries are in.

I hope all this helps.

EDIT:
@macbill THANK YOU. Right on time...I was just speaking witha retailer peer who doesn't currently carry the Hopper but feels the same way. Regardless of anyone's perception of our commercial interest I don't feel the activity here reflects the spirit of the FC policies.
So this is very confusing, and to be honest maybe more aggressive than necessary. I appreciate what you do for the community, curating the best stuff for us here in the US.

With that said, who do we go to on open warranty? Who’s keeping track of those that are owed replacement batteries? Why can’t I register my 2 io’s? How about the replacement backend I bought for my OG? They promised that it would be under warranty as long as we kept the convo in the same email thread. Does that die with this transition?

Don’t get me wrong, I’m a Hopper Labs supporter through and through. Have been since day one. And I will admit that I’ve always been taken care of, but does that now end with this new relationship? And why hasn’t Hopper Labs made a statement about your relationship? I think they owe that to the community out of respect for our support.

I absolutely trust you and the way you run your business. If this transition means that we will be met with the level of CS we expect of VGoodiez in relation to our hoppers, I’m all for it. But I think hopper labs needs to make an official statement and we all deserve a little more clarity. Can we still communicate directly with hopper labs? Are you providing this new channel only to forum members? Etc ad nauseum.

edit: sorry to the mods for the double post, can they please be merged? Thank you!
 

Vaporific

Well-known Member
Messages
73
The battery is leaking though. I think. Haha. Gonna email them about it.
Curious to hear more about this and what you’ve observed. How old (or new) is the battery?

@VGoodiez - thank you for stepping in. I think. Could you expound on GHB3 and whether the bulk replacement batteries that many of us are still waiting on (16+ months in my case) will be GBH2s or GBH3s? Is there a projected time when GBH3s will be available? Thanks. :peace:
 

Hobocat14

New Member
Messages
3
)
Curious to hear more about this and what you’ve observed. How old (or new) is the battery?

@VGoodiez - thank you for stepping in. I think. Could you expound on GHB3 and whether the bulk replacement batteries that many of us are still waiting on (16+ months in my case) will be GBH2s or GBH3s? Is there a projected time when GBH3s will be available? Thanks. :peace:
The battery is a 2 weeks old. It came with the hopper IO. The battery chamber also has some gunk in it. I had to slam the hopper against the desk to get the battery out.
 

VGoodiez

Active Member
Retailer
Messages
20
Location
Unfriendly Territory
I had an issue with my preorder SS io, emailed CS, got a response within 48 hours and a replacement within 4 business days from initial contact.

But I don’t think my experience is the norm. I have always had very good and efficient communication from Hopper Labs.



So this is very confusing, and to be honest maybe more aggressive than necessary. I appreciate what you do for the community, curating the best stuff for us here in the US.

With that said, who do we go to on open warranty? Who’s keeping track of those that are owed replacement batteries? Why can’t I register my 2 io’s? How about the replacement backend I bought for my OG? They promised that it would be under warranty as long as we kept the convo in the same email thread. Does that die with this transition?

Don’t get me wrong, I’m a Hopper Labs supporter through and through. Have been since day one. And I will admit that I’ve always been taken care of, but does that now end with this new relationship? And why hasn’t Hopper Labs made a statement about your relationship? I think they owe that to the community out of respect for our support.

I absolutely trust you and the way you run your business. If this transition means that we will be met with the level of CS we expect of VGoodiez in relation to our hoppers, I’m all for it. But I think hopper labs needs to make an official statement and we all deserve a little more clarity. Can we still communicate directly with hopper labs? Are you providing this new channel only to forum members? Etc ad nauseum.

edit: sorry to the mods for the double post, can they please be merged? Thank you!
Lots of questions here and while I don't have all the answers, I will do my best. My role is not to take over the warranty process top to bottom. The warranty claims should be opened as normal at the hopper site.

I am here to help them manage the forums which mainly right now means trying to get general questions answered (like about your batteries which was answered in my last post) or help getting stalled claims looked at.

I can't speak for Hopper labs why they Are not making an announcement. Probably for the same reason you have seen a lack of communication and response in other areas. My impression is they are very tight on resources and money so a limited crew is handling everything. Trevor gave his trust to me that I would help keep accurate information out there (assuming I know the answers) and to help ease people's concerns over warranty.

So for example if you just opened up a claim with Hopper any question you give to me will get the same answer you got from hopper recently so keep that in mind.

If the claim is old and dragging, shoot me some details and I will see what the options are. All I do is document on a workbook and then Trevor goes back in, reviews and provides an answer. Then I'll follow up with you.

Is this going to resolve every issue? No. But it is getting some people squared away and hopefully we can all agree that is a step in the right direction. Yes.

And to be clear @Baron23 nobody is making excuses or trying to "whitewash" the situation. But you have to ask yourself if all the repeated bitching on multiple forums about the same issues is helpful? Does it make you feel better? Does it move the situation towards resolution? To me it feels like a lot of people would like to see Hopper go the way of some of the other vaporizer company casualties. If that is what you want then I guess keep bitching because you will help drive away any chance they have at survival and any chance for them to provide redemption for the issues of the past.

I didn't get into this situation without pause. I was very clear with Trevor on how this needed to work in order for it to work for VGoodiez. He was very forthcoming about things. About the things within their control and the things out of their control that helped get them in this hole. He acknowledged they had made mistakes. It was good enough for me and I genuinely believe they are on much better path. Ok so there have been a few io failures. Not good but also not near the level of defects from OG's and not even at the level of competitor products I have dealt with. And Trevor has been great on following up on my logged cases so to me this is a step in the right direction. Personally I choose to move forward in hopes of making the future better for the customer and for hopper. The past is well documented. At nauseum actually.

Edit and update on batteries that are being replaced by Hopper Labs.

Batteries are covered for 2 weeks from when they are shipped out. After that they are not covered for any reason. The only batteries that will be replaced where shipped in Sept, Oct,Nov of 2019 and have BOTH (GHB2 and Made in China on the label). There are over 120k batteries with GHB2 that do not have "Made in china" on the label. These are not coverd and do not have any known issues.
 
Last edited:

TheVapeMaster

New Member
Messages
1
Even if I understand it correctly (i'm from Europe) something has happend again so that we don't get the promised GHB3 with better performance.
If yes, my patience is slowly sinking :mental:
There are very big differences. the GH has a 45 watt heater, the IO has70 watt heater. That's a huge jump, especially since its pure convection. Especially for water tools.The differences are on the inside. Gold contacts for the Battery make a huge difference. It appears the lights are normal unlike the original! I am not sure about the new batteries. I am waiting for my IO in the mail I will keep you posted. Peace, Love & Vape -- ^ ^ ^ The Vape Master ^ ^ ^
 
TheVapeMaster,
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Vaporific

Well-known Member
Messages
73
The only batteries that will be replaced where shipped in Sept, Oct,Nov of 2019 and have BOTH (GHB2 and Made in China on the label).
Are you handling those or will HL? And if the latter need I prod them or will they send them when they get them without me needing to do anything? :peace:
 
Vaporific,

Baron23

Check six
Messages
45
Location
The Swamp, Maryland side
And to be clear @Baron23 nobody is making excuses or trying to "whitewash" the situation. But you have to ask yourself if all the repeated bitching on multiple forums about the same issues is helpful? Does it make you feel better? Does it move the situation towards resolution? To me it feels like a lot of people would like to see Hopper go the way of some of the other vaporizer company casualties. If that is what you want then I guess keep bitching because you will help drive away any chance they have at survival and any chance for them to provide redemption for the issues of the past.
If that's what it feels like to you, so be it. Its absolutely NOT what it feels like to me. So, we disagree. You see rehashing of old complaints and I see keeping pressure on HL as their performance from inception to date has been woefully inadequate while also ensuring that other members are aware of the facts....and IMO they are facts and not "bitching" (quite a pejorative term there, my friend).

Frankly, if they don't do much better across a wide array of disciplines, then I don't think they deserve to be in business and if that occurs then its the utterly the result of their actions and not posts on a forum. Do not....do NOT try to put that on me, my friend.


Cheers
 
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