My personal experience with NJOY Intl's oh so great "customer service" (rant)

[Klaue]

Well, every one raves about how great NJOY customer service is. I had other experiences, which I'm about to tell you.

Some weeks ago, shortly after registering here and bothering y'all with some stupid questions (What is e-liquid? ) I decided to give this whole e-smoking a try. While I informed myself, I got kinda excited and got a coworker to join in. So I went to NJOYs international website and placed an order for two penstyles. Only aviable paying method was paypal, which I do not like but which seems to be de-facto standard with e-cig-vendors. Soon, I received an e-mail that it was shipped. That's when the problems started.
In this e-mail, a tracking number was nowhere to be found, but alone the shipping adress, cyprus, got me to worry a bit. Cyprus has not a great reputation here and usually it's a sure bet that you'll run into problems when you get something from there. Well, I disregarded that as false prejudice (but I was proved wrong). I sent them an e-mail asking for the tracking number and got one - but without even a trace where to use it, no website whatsoever. I used google, got to the website of cyprus post which was no real help but after about 20 mins of searching, I got the tracking service of the cyprus postal service. I put the tracking number in - no dice. I tried it again the next day, still nothing. So I wrote them yet again asking if this is the right website and they confirmed that. So I tried it again every day for about 5 days but all the tracking site displayed was an error. So I etablished a telepathic conection using the brains of carrier pidgeons as relays to contact them err I mean I sent yet another email to them. At the time, I was quite worring, as you sure can imagine. They said they look into it and send someone over to the post bureau "this morning" (I doupt they ever did that).
Well, at that time, I recalculated my cost estimations. Until now I heard that those catridges are about half a pack, not like they advertised, 2 packs (they seem to have removed that part of the FAQ from the international website, but it's still on njoxthefreedom.com)
So, instead of paying ~2$ per equivalent of a pack of cigs, I would end up paying ~8$ for it (which would make additional costs of ~62$ plus shipping per month to what I pay now using real cigs). At that time, I diddn't want to buy e-liquid for safety reasons.
So, because of this, when the package finally arived (still without tracking) about 15 days after ordering, I immediatly sent it back. Because it took a full 15 days, which is 50% of their money-back-guarantee, I diddn't try it out. I also thought that it would be more convinient for them because now they wouldn't have to clean the device before reselling.
At the same time, I wrote another email to them explaining this. They asked who said that about half a pack, because that couldn't possibly be true and they never heard any complaints and so on. So I sent them some links to this forum, especially to this thread. They had the nerve of answering that the ones who post there were liars and competitors which probably sell e-fags themselfes. Yes, Darcy and Emperor, NJOY called you a liar. I sent them back a mail linking to one of you (I think it was Darcy) praising the NJOY in its review thread as a counterproof and since then, silence.
That was, if I remember correctly, about 3 weeks ago (I will correct this if it's wrong when I get back home) and no answer, no money, no nothing. I threw a mail at them again saturday and until now, no answer, no money, only a bitter taste of disappointment.

Practically, NJOY stole 286$ from me. (Starterkit at the international homepage is 90€ = 140$)

Well, that was my story. Everyone deciding which e-cig to buy: Others had other experiences, but I can only say: Do not order from NJOY, they're thiefes (even if I get my money back in the future, which I really doupt, I would still advise against them)

PS: Remember, english is not my first language, so please excuse the errors in this text.

[slidez]

Im going to jump in here and point I'm not quite sure what you are disappointed with?...I ordered an NJoy about a week ago and got mine without problems. The first thing I noticed was you live in Switzerland. Njoy is located in the USA as far as I know and 15 days does not seem unreasonable for shipping out of the country. You might have to excuse them for having trouble with the carrier they shipped with for a customer outside the country, but I agree they might have helped a little more with the tracking number. Then I find out you returned the NJoy because it took 15 days? Again that seems reasonable for shipping outside the USA. Then I read that the cost of the cartridges were too expensive for you. While I agree the NJoy carts are way too expensive, there are alternatives like Myecig.com. Depending on the style of e-cigg you bought, the carts vary in how long they last. My penstyle cart's last approximately one day and I used to smoke 1 pack of cigarettes a day, so that seems to be consistent with the claims they make. If you order from myecig.com, 5 carts is definately cheaper than buying the real thing. But as far as the whole experience, you cannot fault Njoy for most of these things. Most of the carts are measured on a per puff basis, so technically they are supposed to last 1 cart, but depending on your own individual nicotine needs, they can last less. It might be better if you ordered from a company closer to your home country to deal with less headache.

[vafvaf]

Originally Posted by slidez

The first thing I noticed was you live in Switzerland. Njoy is located in the USA as far as I know and 15 days does not seem unreasonable for shipping out of the country. You might have to excuse them for having trouble with the carrier they shipped with for a customer outside the country, but I agree they might have helped a little more with the tracking number.

hi slidez, http://www.njoyinternational.com shipping from Cyprus, its Europe to Europe. no excuses

[Klaue]

Originally Posted by slidez

Im going to jump in here and point I'm not quite sure what you are disappointed with?

General poor support and stealing of 286$

...I ordered an NJoy about a week ago and got mine without problems. The first thing I noticed was you live in Switzerland. Njoy is located in the USA as far as I know and 15 days does not seem unreasonable for shipping out of the country.

As I said, it was shipped from cyprus. Also, I had it delivered to a post account in germany because germany is, like cyprus, in the EU

You might have to excuse them for having trouble with the carrier they shipped with for a customer outside the country

No. Why should I? I have no reason to believe that I was the first person with this problems so the reasonable thing to do for them would've been to change the shipper.

Then I find out you returned the NJoy because it took 15 days? Again that seems reasonable for shipping outside the USA. Then I read that the cost of the cartridges were too expensive for you.

Wrong again. Read the text please. The 15 days without tracking or anything just was the cause for the recalculation. The reason why I returned it was a) that they lied about the performance of a catridge, b) because of the exorbitant price of the cartridges and c) because of the many problems experienced while ordering it (not only the 15 days, also the tracking)

My penstyle cart's last approximately one day and I used to smoke 1 pack of cigarettes a day, so that seems to be consistent with the claims they make.

Again, wrong. I get the impression that you diddn't read the text. They claim it would last as long as 2 packs of cigs.
I quote from their FAQ:
On an apples-to-apples basis, one Njoy cartridge will last the equivalent of about two packs of cigarettes. The average pack of cigarettes contains 20 cigarettes, and the average cigarette yields about 15 drags. So, one pack equals 300 drags, and two packs equal 600 drags. It is anticipated that one Njoy cartridge will yield about 600 drags.

you cannot fault Njoy for most of these things

I can and I do.

Sorry to sound pissed (probably because I, actually, am quite pissed off), but next time, READ the post before you criticise it. Seriously. It helps, try it.

[Spider]

It does seem a bit ridiculous to wait that long to ship something to another EU country. There are plenty of other suppliers in Europe that won't screw you over and try to rip you off - I hope that this hasn't put you off e-cigs for good! :-(

[leaford]

Let me point out that as far as operations go, there is Njoy, and there is Njoy International. I don't know ther financial or ownership details, but obviously the operations and therefore customer service are seperate.

Most of us who have praised Njoy customer service have dealt with Mark and Jim here in the US.

That said, 600 puffs is a huge overestimate. 300-400 is more like it. 200-300 good ones, then 100 or so wispy ones.

I noted that too, when I first started loking at e-cigs. That, and their bogus cost calculator, made me shy away from them, and I bought from Crown 7 instead. Bad choice, as it turned out. Crown 7 had great service, and until I tried a better brand I was very happy with the product. But now I know their vapor production is poor.

Njoy, OTOH, when I finally got around to them, was a LOT better product, even though they make inflated claims.

But if you rejected it because the carts aren't worth 2 packs, you're cutting off your nose to spite your face. Nobodies carts last 2 packs, except perhaps the Janty HD carts, and the jury's still out on that.

But in any case, it's your right to return it, for any reason or no reason. So, have you tried calling them by telephone? Not to be all old school with you, but its an option.

[Klaue]

Originally Posted by leaford

But if you rejected it because the carts aren't worth 2 packs, you're cutting off your nose to spite your face. Nobodies carts last 2 packs, except perhaps the Janty HD carts, and the jury's still out on that.

yes, but a) they openly lie customers in the face and b) their prices are WAY too high for half a pack cartridges

But in any case, it's your right to return it, for any reason or no reason. So, have you tried calling them by telephone? Not to be all old school with you, but its an option.

exactly. I doupt that phone is an option - i can't speak turkish and my (spoken) english is bad enough that i wouldn't understand myself..

[sanneke]

LOL Klaue, Your English is bad enough you could not understand yourself.

All kidding aside, I totally understand your frustrations.
I have ordered from Holland, all the way to the states, and those packages usually arrived in about 8 days.

For you to wait 15 days is way too long.

No cartridge is worth 2 packs of cigarettes, no way.
I will not order carts from njoy because the price is ridiculous.
They will have to bring those down to compete.

I hope you get your refund, minus shipping cost (that sucks).
Can you try to get money back through your bank?

Good luck!

[Mr.Darcy]

what i want to know is-who the heck IS buying njoys carts at that price?

i guess P.T Barnum was right...theres a sucker born every minute...

[TheEmperorOfIceCream]

I am that sucker. Guess I hadda know. Re-ordering? Fuggedaboudit...