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StudentPermalink Reply by Samantha Hillard on December 12, 2012 at 10:36am

So I sent my hoop in for repair last week, as it stopped turning on out of no where after owning it for 2 months and rarely using it except at home.. FedEx tracking says it arrived on Saturday and Proton Labs previously informed me that they would email me to confirm the hoop arrived. It's been days, I've sent a few emails and I haven't heard anything back. I'm really freaking out here! should this be something to worry about? When any of you guys sent your hoop back did you receive confirmation that it arrived like promised?

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Permalink Reply by Faye La Huppe on December 19, 2012 at 2:51am

Samantha... I've had nearly the same experience. Received my 2 Helix hoops broken already... spent 800 Dollars, sent them back a few weeks ago and haven't heard back from them, even though I sent several emails... Seems like they're ignoring me totally. I don't know what to do anymore... I've been so patient so far (ordered in July) and have had nothing but troubles with the hoops and now also with Proton Labs in terms of communication... I haven't written so far in any forums, because I thought to keep it between me and Proton Labs, but I really don't know what to do anymore :-(

Does anyone have their phone number???

Once this is all sorted, I will write a detailed report about my experience with the Helix and Proton Labs.

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Permalink Reply by Chanel on December 19, 2012 at 8:48am

exact same situation here. I got my hoop back though, it was just a really frustrating wait.  I wish I never purchased from them in the end...totally NOT worth it. 

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StudentPermalink Reply by Jessica on December 19, 2012 at 9:10am

i might need to send mine back too. i also rarely use it and one day it just turned off and wouldn't turn back on. i talked to someone outside of proton labs who helped me turn it back on, but i'm scared it will happen again. i havent heard from proton labs in 10 days, but have heard they (or at least one person) has been out of office for a bit, and will be returning shortly. 

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StudentPermalink Reply by Marlon Meadows on December 19, 2012 at 11:02am

I am shocked by these "horror stories" about the hoops and all the issues.  I have had an atomic hoop for going on a year and a half and I have used it quite a bit.  It has never malfunctioned and my custom order came surprisingly quickly with order status updates available online from the time of purchase to the time of delivery.  Not to mention I had a fantastic experience with Customer Service as Stef at Astral hoops repeatedly answered my emails within 48 hours.  As a matter of fact, she even answered me once when they were on the road mid-travel! When I purchased my atomic, the atomic pro was not yet available.  But I am considering buying an atomic pro down the road based on my experience with astral hoops thus far.  I have tried to be careful with my hoop but it has definitely been dropped and used and it has literally never worked less than perfectly. 

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StudentPermalink Reply by Samantha Hillard on December 19, 2012 at 1:53pm

Proton Labs finally emailed me today after two weeks, said they had a hiccup in communication but my hoop has been repaired and was shipped out today. I'm so relieved! but I also wish I had never purchased from them, not worth all the stress!

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Permalink Reply by Nicole on February 3, 2013 at 11:29am

I as well have had countless issues with the hoop and the company. I purchased in May, received my hoop 16 weeks later. I understand there was a long wait which was an annoyance but not the issue. Used it once, and it malfunctioned due to the "static discharge" (whatever that may be). Sent it back at my expense which was 50.00. Did not receive any word they had received the helix and I panicked seeing it was weeks before I heard anything after I sent countless e-mails. Finally, after all the mess I received my hoop in perfect working order and was once again relieved and excited to use it. Took it to a performance where it worked flawlessly and have no complaints. A few weeks later, I used it to take to a class I was teaching, I started waist hooping, it was not even cold out.. at least 65 degrees, and all the sudden "SNAP" I thought it was a twig, until someone says your hoop just cracked in half. Apparently under their warranty that is accidental breakage which I will be responsible to pay another 50.00 shipping, and 99.00 to fix it. I saved the money which took me a couple weeks, sent it back and completely taped the box to make sure nothing happened inside of the box. I had it tested by an electrician and every single thing with the hoop worked perfectly other then the cracked tubing. It was over a week since it had been delivered to the facility and I have heard nothing? I had sent a few e-mails wondering the status of repair. Alas, an e-mail from support almost two weeks later saying there is substantial water damage and they will not repair it, that the hoop does not work at all, they will either "discard of it properly, or send it back at my own cost". I They also stated there were pictures attached to the e-mail proving the water damage, which there was not. Obviously, not throwing away over 500.00 I told them this is unacceptable and some sort of compromise needs to be made here. They stood their ground with the response the decision is final, I also stood mine with not accepting that as an answer. Today marks day ten since I have heard a word from the company. Last but definitely not least, after 30 days they will throw it away if you don't make up your mind with what you want done with the product. It is also very sneaky that they have NO telephone number. Apparently, to Proton labs we are all just another order number, once the hoop is yours it's definitely YOUR problem. Nice thought for a hoop but I agree with everyone here... not worth it. A lot of known and trust-worthy company's are vastly updating and improving everyday and I don't believe Proton Labs will be a competitor in the long run. I will make sure I wait it out next time to see the reviews of the company before I purchase. I see so many people selling their Helix, I wanted to help out a newly known company, and now I am sitting here with egg in my face. Sad to see a company treat a community of people in such a manor.

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