Frequently Asked Questions - Customer Comments

Frequently Asked Questions

Customer Question

“How do you remove the PET-1 Acoustic Guitar Humidifier?”

Prolix Music responds

The correct way to remove the PET-1 Acoustic Guitar Humidifier is to turn the guitar upside down and gently rotate the body of the guitar until your PET-1 humidifier appears at the sound hole. Please see the demonstration video below.

Customer Comments

“I recently purchased two PET-1 humidifiers from Amazon. Please see the attached pictures. As instructed, I put them into warm water for 20 minutes. Upon retrieval they had ballooned but the gel had permeated the outer shell and is on outside of the humidifier. Is this normal?”

Prolix Music responds

It is not normal.

Before we ship any product, it undergoes several stages of quality checks. It is our intention to provide only the highest quality items to our customers, and we regret that your product slipped past our quality measures. The product carries a lifetime guarantee.

If this happens, simply brush and wipe away any excess using a paper towel. Since the polymer has an enormous absorption capacity it will not affect the PET-1’s long term performance.

The PET-1 has a super absorbent polymer core with the ability to absorb up to 100 times its weight in water. In theory it could absorb in excess of 300ml. However, the expandable outer shell limits absorption to 75ml by volume.

The nominal size of each polymer ball when hydrated expands to 10mm or more. Rarely, on initial use, or when hydrated for an extended period, the polymer may permeate the monofilament outer shell.

The Prolix Music PET-1 Acoustic Guitar Humidifier carries a lifetime guarantee. If you require further assistance or support please do not hesitate to contact our customer services team – they’re really nice people and are here to help.

Customer Service
customerservices@prolixmusic.com

Customer Question

“Hi, I’ve got some unfortunate news. My humidifier ‘malfunctioned’ today … I put it in water to recharge it, and I accidentally left it in too long (over 2 hours) and the little beads all started bursting out the sides (see photo)…. quite frankly I was concerned about getting that jelly stuff on the inside of my guitar, and handling it was quite messy and sticky so to be safe I threw it in the garbage. Don’t know if you’ve encountered this issue before, or if I just got a defective device? At any rate, I really love the product and it’s the first time I’ve had a humidifier that I’m confident I would consistently use (in the past I’ve not been very diligent in this regard). I’m hoping I haven’t voided the warranty, and I feel funny asking for another one, but assuming this wasn’t my fault, I would really like another one. Another thing, I did notice, when I removed the device from my guitar, that the beads were rolling around freely inside, and I don’t think that was the case the first time I used it. I don’t know if this information helps you at all … I hope it does. Anyhow, sorry to be the bearer of bad news … all the best.”

Prolix Music responds

2 hours or more is a long time…

Before we ship any product, it undergoes several stages of quality checks. It is our intention to provide only the highest quality items to our customers, and we regret that your product slipped past our quality measures. The product carries a lifetime guarantee.

If this happens, simply brush and wipe away any excess using a paper towel. Since the polymer has an enormous absorption capacity it will not affect the PET-1’s long term performance.

The PET-1 has a super absorbent polymer core with the ability to absorb up to 100 times its weight in water. In theory it could absorb in excess of 300ml. However, the expandable outer shell limits absorption to 75ml by volume.

The nominal size of each polymer ball when hydrated expands to 10mm or more. Rarely, on initial use, or when hydrated for an extended period, the polymer may permeate the monofilament outer shell.

The Prolix Music PET-1 Acoustic Guitar Humidifier carries a lifetime guarantee. If you require further assistance or support please do not hesitate to contact our customer services team – they’re really nice people and are here to help.

Customer Service
customerservices@prolixmusic.com

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