Customer calling because although their vaporizer is working, the product they are putting in the vaporizer is not being vaporized properly

Have they turned the vaporizer up all the way? If yes proceed below, if no have them turn it up

1 – unplug the vape, and allow to cool for at least 1/2 hour
2 – remove glass heater cover
3 – lift ceramic heater so it just about reaches the glass heater cover
4 – replace glass heater cover
5 – the heater should be quite close to the heater cover, but it should not touch the glass, or the cover will break. I’ve found that the easiest way to lower the heater just enough is to use the pick to push down the heater just enough to prevent it from touching the glass, usually about 1/8 of an inch