topic Re: Tonic pump not working in WEN

Tonic pump not working

Shaunac — Fri, 09 Oct 2020 15:50:24 GMT

I contacted Chaz's site to let them know and they said I should contact QVC as this is where I purchased it. I was surprised they wouldn't help.

For those of you who have had issues, is this typical?

I didn't want to return the product for a refund and have to wait to receive another. Shipping times are long these days and I didn't want to stop, then start using the product.

Re: Tonic pump not working

scullychick — Fri, 09 Oct 2020 15:55:54 GMT

@Shaunac absolutely never had this happen. I usually go to chazdean.com and do a chat. I have always received quick results. Just to let you know, I also had problems in the beginning with the pump and was about to contact CS. I read somewhere to try and pull up the pump a bit at the neck, then spray. The spray usually works a couple times and may go out again, but after doing this about 3 times, it completely stopped jamming. I understand wanting a new pump but this may help you in the meantime.

Re: Tonic pump not working

Shaunac — Fri, 09 Oct 2020 16:04:26 GMT

@scullychick

I did a chat, too. I have always heard great things about Chaz's customer service and expected David to offer to send a new pump. I've read other complaints and that person received a new pump.

Re: Tonic pump not working

quadmimi — Fri, 09 Oct 2020 16:15:52 GMT

@Shaunac wrote:
@scullychick

I did a chat, too. I have always heard great things about Chaz's customer service and expected David to offer to send a new pump. I've read other complaints and that person received a new pump.

I always email & have mostly had Brittany respond..She is amazing, try emailing..

customerservice@chazdean.com

I am in love with the tonic..I actually put some of mine in empty oil bottle..I like using the dropper method, also Chaz suggested using a makeup wedge to apply around hair line if it helps..I just put some drops on the sponge and apply in hard to "get" hairline areas, (where I don't use the dropper) hope any of this helps.

Re: Tonic pump not working

x Hedge — Fri, 09 Oct 2020 16:17:32 GMT

In the meantime, @Shaunac , someone posted they were using a bulb dropper from one of the WEN oils to apply the Tonic directly to the scalp, just as you'd apply the oils.

That sounds very efficient to me. I plan to order the tonic today, and won't bother with the sprayer. I'll just use a dropper, then massage it into the scalp, as directed.

Re: Tonic pump not working

gabstoomuch — Fri, 09 Oct 2020 16:38:07 GMT

I have the same problem, but I solved it by rinsing the nozzle after every time I use it. There must be an ingredient in it that is sticky or something because I find it works fine the next time.

I have more trouble with the cleansing conditioner bottle pumps. He needs to fix those. I have had them break off the top, I have had the tube split, it is so annoying.

I heard him say once just use another pump from a different flavor or bottle but that was not an acceptable cooment for me. Once the pumps break, it is so hard to water down the cleanser to transfer it to an empty bottle that has a good pump. Either upgrade the pumps or send an extra one with purchases.

Re: Tonic pump not working

Shaunac — Fri, 09 Oct 2020 16:42:16 GMT

@gabstoomuch

I agree. I don't think I should have to try to figure out an alternative way to use the product. Yes, I could exchange or return it, but good customer service would offer to replace the pump so as not to convenience the customer. Especially since this appears to be a common complaint with the tonic.

Re: Tonic pump not working

quadmimi — Fri, 09 Oct 2020 17:31:39 GMT

@Shaunac I suggested the dropper to you not because my pump didn't work, it works great..It's because I prefer it that way..

Re: Tonic pump not working

x Hedge — Fri, 09 Oct 2020 18:01:17 GMT

@Shaunac , I agree, that's an odd response from Chaz's CS team. I thought I'd read they wanted the defective pumps so they could analyse why it's sticking and make the appropriate fix.

I always email any issues to

customerservice@chazdean.com

Re: Tonic pump not working

Shaunac — Sat, 10 Oct 2020 19:49:57 GMT

I emailed Chaz's site, per a few people's suggestions, and received a much more helpful reply.

Mandi suggested I cut 1/2 - 1 inch off the bottom of the pump. She says customers are having luck doing this and if this didn't work, she would send a new pump to me. This is the kind of response I would expect from Chaz's team. I've only tried the pump once after cutting it and so I'm not sure if this is a sure fix. It did work the one time I tried it.

Thanks for helping, all.

Re: Tonic pump not working

Shaunac — Sat, 10 Oct 2020 19:51:32 GMT

@quadmimi wrote:
@Shaunac I suggested the dropper to you not because my pump didn't work, it works great..It's because I prefer it that way..

@quadmimi

I plan on ordering a bottle and dropper this weekend. I used to have a spare one from the oils, but I've moved recently and threw stuff out that I shouldn't have. Good suggestion. This allows for more controlled application.

Re: Tonic pump not working

ChazzyLady — Sun, 11 Oct 2020 01:01:31 GMT

@Shaunac wrote:
I emailed Chaz's site, per a few people's suggestions, and received a much more helpful reply.

Mandi suggested I cut 1/2 - 1 inch off the bottom of the pump. She says customers are having luck doing this and if this didn't work, she would send a new pump to me. This is the kind of response I would expect from Chaz's team. I've only tried the pump once after cutting it and so I'm not sure if this is a sure fix. It did work the one time I tried it.

Thanks for helping, all.

Thanks for starting this topic and how your issue was resolved @Shaunac. I was thinking of ordering this product for my hair for sure but especially for my scalp and would definitely not want to have issues with a pump.

Re: Tonic pump not working

CamilleP — Sun, 11 Oct 2020 01:38:43 GMT

@ShaunacI am glad Chaz's CS could help you out. I am on my second bottle and it's pump is far superior to the pump in the first bottle, which was pretty bad, it would just get stuck and I'd have to manually pull it back up every time I depressed it. I really like the second pump's performance, it almost makes a micro-fine foam on my scalp. I like that it distributes the product so well, it lets me feel I am covering my scalp more effectively. It's quite possible you got a "first generation" pump in your bottle, and your next one will be much better, I sure hope so!

Re: Tonic pump not working

Tennessee Vol — Sun, 11 Oct 2020 15:07:18 GMT

@Shaunac wrote:
I emailed Chaz's site, per a few people's suggestions, and received a much more helpful reply.

Mandi suggested I cut 1/2 - 1 inch off the bottom of the pump. She says customers are having luck doing this and if this didn't work, she would send a new pump to me. This is the kind of response I would expect from Chaz's team. I've only tried the pump once after cutting it and so I'm not sure if this is a sure fix. It did work the one time I tried it.

Thanks for helping, all.

@Shaunac

Thanks for posting your response from Chaz's Customer Service as my pump stopped working too. It worked perfectly 2 or 3 times but now I have to pull the top up every time I try to spray it. I'll try cutting off 1/2 inch from the bottom of my pump and see if that works.

Thanks again!

Re: Tonic pump not working

Tennessee Vol — Sun, 11 Oct 2020 17:36:03 GMT

@Shaunac

I tried cutting the tube of the pump off around 1 inch. I first cut it 1/2 inch off and it didn't fix it so I cut another 1/2 inch off and it still doesn't work. I'll email WENs Customer Service tomorrow and try to get another pump. I don't want to send it back...

Re: Tonic pump not working

Shaunac — Sun, 11 Oct 2020 21:52:26 GMT

@CamilleP

Do the pumps look different than one another? When did you purchase your first bottle and the second bottle? I've had mine for one month.

Re: Tonic pump not working

Shaunac — Sun, 11 Oct 2020 21:55:27 GMT

@Tennessee Vol

Oh oh. Sorry to hear that. I hope you get in touch with Mandi as she was very helpful. I agree. I didn't want to send mine back and have to wait for a replacement. Didn't want an interruption in use.

@Tennessee Vol wrote:
@Shaunac

I tried cutting the tube of the pump off around 1 inch. I first cut it 1/2 inch off and it didn't fix it so I cut another 1/2 inch off and it still doesn't work. I'll email WENs Customer Service tomorrow and try to get another pump. I don't want to send it back...

Re: Tonic pump not working

SurferWife — Mon, 12 Oct 2020 00:10:16 GMT

@x Hedge wrote:
In the meantime, @Shaunac , someone posted they were using a bulb dropper from one of the WEN oils to apply the Tonic directly to the scalp, just as you'd apply the oils.

That sounds very efficient to me. I plan to order the tonic today, and won't bother with the sprayer. I'll just use a dropper, then massage it into the scalp, as directed.

@x Hedge

I haven't had problems with my pump, but I do prefer an oil dropper to the spray pump because of my thick, curly hair. The pump doesn't glide through my hair easily like it does on they model in the tutorial video. I will try using the oil dropper next time & see if it's easier to apply that way.

Re: Tonic pump not working

77yangya — Mon, 12 Oct 2020 09:45:26 GMT

@SurferWife wrote:
@x Hedge wrote:
In the meantime, @Shaunac , someone posted they were using a bulb dropper from one of the WEN oils to apply the Tonic directly to the scalp, just as you'd apply the oils.

That sounds very efficient to me. I plan to order the tonic today, and won't bother with the sprayer. I'll just use a dropper, then massage it into the scalp, as directed.
@x Hedge
I haven't had problems with my pump, but I do prefer an oil dropper to the spray pump because of my thick, curly hair. The pump doesn't glide through my hair easily like it does on they model in the tutorial video. I will try using the oil dropper next time & see if it's easier to apply that way.

Funny, I haven't had problems with the pump either. Oh well, maybe I just got lucky but I've had around ten bottlles of it already. Anyway, I email Chaz's place just like Hedge does. I called them too. I've had nothing but stellar treatment from them. Just wanted to say...

Re: Tonic pump not working

Tennessee Vol — Mon, 12 Oct 2020 16:06:25 GMT

I emailed Chaz's Customer Service about my pump and they have already responded... they are sending a new pump to me.

I'm happy for those of you who haven't had a problem with the pump...

It's a great product!