The purchase experience was disappointing. After reading a review, we agreed the Cloudious 9 is a unique and wonderfully engineered product. When I went to the website, it said the product was out-of-stock and that an updated model -- no details provided -- would be soon available. I signed up to be notified when the new model arrived. Fast forward several weeks. No message from the company, but I checked the website again. Lo and behold, the original model is indeed in stock AND the new model has also arrived. It appears the new model can also use concentrate so we figure it's not for us. We order the old model. It arrives. The comprehensive seeming owner's manual proves useless. After charging, we can't turn the thing on. After watching several YouTube videos and calling customer service, we finally get it to work. The rep, very knowledgeable and supportive, tells us the new model is easier to use, based on customer feedback. I tell him we don't use concentrate. He tells us we don't need to get the concentrate chamber and can just get the flower unit. I check the website. Lo and behold, there are TWO versions of the new model, which required reading the small print to figure out. Arghhh! In all fairness, now that we've got our Cloudious9 working, we like it a lot. The smoothest smoke ever. But holy cow!!