njoy customer service going downhill

[LuckyCharm]

Originally Posted by Wildsky

LOL if you have to leave a message. LIE. Tell them you're interested in buying one of these e-cig's but you have a question. BETCHA they'll call back in a hurry!

Sad, but clever. Sad because you'd think any company that wants to stay in business, especially a company that's growing and dependent on customer goodwill and activism, won't bother to return a damned phone or email message.

Do they need help? Hey, I can give them an hour or two a day to help with the email backlog. I'm sure there are others here who wouldn't mind doing the same, maybe for a pack of carts or something.

~~Cheryl

[breakfastchef]

NJOY customer service sucks. Plain and simple. You need to be extremely persistant and call forever until you finally get a customer service person, Otherwise, they will never call back. Than, when they promise to replace an item, it will take up to 10 days or you will see nothing in your mailbox because no one decided to alert you that thos eproducts are not in stock. I have been through it all with NJOY, but I still keep the pressure on them since I have this one year warranty. Recently, I tried to get a replacement battery, but they are out of stock. This tells me that they are also being affected by product supply problems. So much for the 800 lb. gorilla.

[LuckyCharm]

Here's one recent report. I can't wait to place an order with him -- waiting till he gets the pink minis in.

~~Cheryl

[patgwashere]

i finally received a call from njoy after leaving a message threatening to dispute my charge and file a complaint with the bbb. The lady was nice and said she would ship me a new battery right away. I hope this is the truth as i have been through the ringer just to get a battery replaced. I will post again if i actually get the battery. If i dont i will file a complaint with bbb. I suggest others do the same.

[LightGoddess]

Interesting....I ordered and was charged for 2 (npro & ncig) last week from them plus carts, extra atomizers. Received the atomizer and have confirmation shipping notice the carts were shipped though not the 2 starter kits or other atomizer. My account invoice (which I copied and saved...which is good cause the account info is now unavailable online) said the npro starter kit was shipped but the shipping conf. email has only the carts listed. I have made inquiries to find out.

In the meantime I was notified that they (and all their retailers) are out of "everything" and I (and everyone else) am on backorder for 2-5 weeks. No one there yet knows whether the npro was already shipped....guess I will find out tomorrow when package is due to arrive.

If the starter kit comes I can at least get started switching from analogs (Im new to this)....but if it isn't in the package I might be stuck with a bunch of carts, an extra atomizer and no starter kits, so for 2-5 weeks (so they tell me). Being as this is my first ecig ordering I am unable to do anything with these items without the rest of the equipment...what a flippin' mess!

Does anyone know if ncig & npro carts & atomizer can be used with other 801s and 901s...this would at least give me the option of cancelling and using refund (when I get it back) to order elsewhere.

[VapeApe]

My Njoy Penstyle is the workhorse of all my devices, I had an atomizer go bad and had no luck with their website. I was contacted by Al Guastello on this forum, he is from refillmyenjoy . com. He gave me a number to call in Arizona and told me to ask for Shirley, 480-305-7950 ext 106, within the week I had a new replacement atomizer and some complimentary carts. Maybe you arent contacting the correct number because this seems like pretty good service to me.

[LuckyCharm]

His website is RefillMyNjoy.com (no "e")

~~Cheryl

[dijohn76]

For NJOY I always call 1-888-669-6569 EXT 106. You will get Shirley Browns voicemail. Every time I have contacted her, I have received a return call within a couple of hours and the replacement part shipped the same day. Last time I spoke w/her was last week, Friday, received new battery on Tuesday.

[LuckyCharm]

Originally Posted by dijohn76

For NJOY I always call 1-888-669-6569 EXT 106. You will get Shirley Browns voicemail.

What I'd like to know is, why doesn't email work equally as well? That has the added advantage of serving as a record. You don't have to wonder, "Was it yesterday I called, or the day before? Did I remember to include my address?" etc. It's all right there. You can pull up your sent message and see exactly how long it's been and what's been said.

I go through this with our local utilities, too. They respond to emails with a request for my phone number, which makes no sense to me. I used to work for Microsoft, first in the e-support department, then was moved to phones. The phone is SO much less efficient as a means of communication. For one thing, you have the normal human things like sneezing, coughing, trouble hearing (on one end or the other), etc. that force repeats. "Is that P as in papa, or T as in tango?" Or the customer's doorbell rings and they put you on hold. Or you have to sit there while they reboot. Etc. And then, even if you manage to talk them through a procedure one time, they have nothing to go back to later if they need to do it again. So they call. Again.

I wish all companies would focus on migrating to email support as a primary recourse, and phones secondarily. To do this, they would have to concentrate on answering email first. Establish a system to make it as efficient as possible. Set up canned phrases for frequently asked questions. Make it so the quickest way to get the answer you need is by email. Return phone calls only after all email has been answered.

BUT, if they're determined to stick with phones, why do we always get voicemail? This inevitably leads to a frustrating round of phone tag, at least with me, because Shirley never leaves an actual message with useful info -- it's always "Call me back," and by the time I get the message it's often after hours there. Al says to give her a cell number. I have a better idea -- instead of demanding that the customer adapt to YOU, how about you accommodate the customer's contact preference, and answer your email?

There. I've gotten it off my chest. Whew!

~~Cheryl

[Kendra]

I had the same issues but then contacted Mark at njoy directly. I do have his email but will only give it to people in pms. He sent me stuff out RIGHT AWAY and i got it within 2 days. He also sent an extra atomizer and a pack of carts Very nice guy and very responsive. I found him when My NPRO atomizers didn't work right out of the box and then I contacted him when my penstyle atomizer stopped drawing after 2 days. I know that one's not broken (tested on a circuit tester), but it won't draw and it's clean. I have no idea why it's not working.