Hi Cyrrell, thank you for this feedback. We are very sorry to hear that you aren't enjoying their new V-Tower and will do our best to help sort it out. First, it sounds like the Dome Screen has fallen out of their Glass Elbow Adapter: This part prevents their herbs from entering the hose/tubing so they should double check the packaging for where it may have fallen out or use the spare Dome Screen included.

It's important for them to keep in mind that our products are very different from smoking devices or smoking in general; their herbs aren't going to be burned to ash, and the vapor is very light with different effects and sensations. Our products heat up the materials to a temperature where the flavours, aromas, and active components are released without burning or igniting the materials. This process does not burn away the oxygen that smoking does, so the vapor is oxygen rich, and it does not contain the carbon, tar, or carcinogens of smoke.

For a stronger and thicker vapor, they should try using a temperature range of 392-428° Fahrenheit. Above 446F is reaching temperatures where the sensations can be similar to smoking, which is not effectively utilizing the unit for its ability to eliminate tar and carcinogens, but allows for a faster release of vapors. If you have not done so yet, We recommend checking out the V-Tower Support Page on our website where they will find helpful information including a Quick Start Guide video to help familiarize them with your new device.
Should you wish further assistance, kindly contact us at headshop@customerservice.com. Have a good holiday ahead!