Well the protective plastic covering that come from the factory on both sides were missing. The outer ego threads were covered in e-juice as was there e-juice on the battery terminal. Furthermore when I cleaned the battery terminal with a Qtip I found that the inner 510 threads were caked with black residue, meaning someone had taken a tank on and off quite a bit. Also I don't know when the last time was you visited their site, but there is no link for customer service unless I can't find it. But yes that was my first recourse