Product Trouple Shooting Guide

If none of the questions below resolve the issue, then there is likely a fault with the product.
If you would like to verify this without having the product physically returned to you, ask for a video to be sent through showing the fault.

 

Battery operated products:

Have new batteries been tried?
Customers often try batteries from their TV remotes, but just because it works for the TV, doesn’t mean it will work for a vibrator. Vibrators use much more power than a TV remote, so new batteries are a must to double check whether there is a product fault

Have the batteries been tried facing the opposite way?
Batteries are often placed in the wrong way accidentally

Are the batteries facing opposite ways?
Batteries are often placed in facing the same way, which don’t connect the ports

Have you tried holding down the ‘on’ button for 3-5 seconds?
Some products come with a travel lock in place to prevent them from turning on accidentally.

Is the plastic/paper sleeve in the battery compartment still in place? If not, please reinsert this as it holds the batteries securely and prevents them from damaging the internal circuit of the vibe.

Is there any life to the product? E.g noise, lights, etc.
If there are lights or noises from the product, but it is still not working properly, then there is likely a fault.

 

Rechargeable products:

Does the product appear to charge?

Does the product appear to complete a full charge?

Have you tried holding down the ‘on’ button for 3-5 seconds?
Some products come with a travel lock in place to prevent them from turning on accidentally – this is much more common in rechargeable products.

Is there any life to the product? E.g noise, lights, etc.
If there are lights or noises from the product, but it is still not working properly, then there is likely a fault. 

  

Remote controlled products:

Questions specific to corded remote-control products:

Are there any physical issues with the cable connection between the remote and product?
If there is damage or the cord has any kind disconnection from the remote/product, it may not work.

Have new batteries been tried in both the remote and product (where applicable)?

 

Questions specific to non-corded remote-control products:

Are there any buttons on the remote and the product that need to be held down to pair the two?
E.g. if both ‘on’ buttons are held down, the two should pair.

Have new batteries been tried in both the remote and product (where applicable)?

Have both the remote and the product been charged fully?
Customers often don’t realize that the remote needs power as well

 

Suction products (penis/clitoral pumps):

Has the release valve been checked, and is firmly closed?
All suction products should have a release valve, and this isn’t always obvious when first opened, so they may think there is no suction at all

Do they have the product held firmly against their skin?
Hair can affect the level of suction achieved, so some ‘landscaping’ can be beneficial to ensure secure suction against the skin.

 

Product materials and lubricant:

Each individual product should be stored separately from any other product. The main reason being that product materials can react against each other and cause a ‘melting’ affect.

That’s not to say that the materials themselves are bad – even the highest quality silicone will still react if left sitting against another product of the same material.

The same can be said for lubricants being used on products as well. For example, silicone lubricants must not be used with silicone-based products.
However, water-based lubricants are safe to use with all product materials.

Products often come with the type of material they are made of on the packaging; however, it is up to the customer to ensure that they are storing their product properly.

A cloth bag is the most recommended way of storage, or in the original packaging the product came in – plastic containers can also affect the material, depending on what the container is made of.