Hi, Mary. I was shocked and saddened to read your review. Let me be the first to apologize for any inconvenience this experience may have caused. At Chalice Farms, we are proud to partner with external companies that specialize in glassware and smoking accessories. We love to offer these products in our store, but once in a while, defects happen and things don't work. Unfortunately, all sales of glassware and vaporizers are final, and we do our best to make sure that is clear before any purchases are made. The great news is, PAX does offer a 10 year warranty on their products! Please visit https://www.paxvapor.com/ . They are extremely easy to work with and can definitely help you to get this situation resolved. We hope you'll give us another chance to earn your business. Thank you for your review.