njoy customer service going downhill

[planetofthevapes]

I have also had FANTASTIC luck with Shirley Brown. I have needed 2 atomizers and a battery replaced and she has called me back every time within a day (once even with an hour or so). I have never had an issue with NJOY...but then again, I stopped doing business with them before all of this FDA stuff...maybe they are so backordered they know they can't fulfill the warranties? No excuse, but maybe they're having problems?

[IntoxiNation]

I kept calling around this morning. I finally got a guy in wholesale distribution and explained it to him. He emailed Shirley and put me in on the email. Haven't heard back from her yet. I will update when that changes.

[Delite]

yeah i would suggest calling them and try and resolve it that way. just keep calling

[Multisync98]

Originally Posted by 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.

Dude, I think she shipped my atty to you and your battery to me, cuz I just got a battery today in the mail. I had to once again call and ask for my atty replacement. But it took 2 weeks for a live person to call me back all together.. And when I called again today, I threatend to have the charges reversed as well.. So they do respond well to threats, but nothing else, so it seems.

-Jim

[V-V]

Yikes. I won't be ordering anything from them after reading all this.

[LuckyCharm]

I'm keeping an eye on these forums and taking note of which suppliers are most responsive here. Not that I didn't finally receive satisfaction from NJOY, just that in vaping, as in investing, I believe in diversifying. I've now got three different units from as many companies, and my next will be from someone else.

~~Cheryl

[IntoxiNation]

Well after putting my phone on constant redial yesterday I finally got Shirley to answer. I asked her if she received my previous messages and the email. She said no. I find that really interesting, but she did say my new atomizer was on the way.

I actually got turned on to the NJoy from my brother in law, who is a manager at one of their retail distributors. He said they have been seeing more and more customers come in complaining about the warranty and on a couple of occasions ended up doing an exchange in store - which they aren't supposed to do.

I did notice they have had 4 complaints with the BBB in the last 12 months, all of which involved warranty/exchange. All of those complaints have been resolved. For a new company in a new field it is good to see that they are resolving the issues, but also troubling to see that they are popping up.

My biggest fear is that NJoy is probably the biggest supplier out there considering their retail presence. I'm sure there are many people out there that have NJoys and don't realize there are alternatives available. I was one of those people, and I work in the internet/political/media field, so I spend a lot of time online. Having a situation where you are having to jump through hoops to get a company to live up to their obligations can result in very bad PR and effect the entire industry.

I know the smaller suppliers I have dealt with are much more responsive than the corporation known as NJoy . That really says alot. I ordered a backup unit from myvaporstore on Thursday and according to the USPS tracking site it should be here today. Kudos to the little guy for showing up the corporation.

Hopefully NJoy will either get their act together (perhaps offering an online warranty claim program, or hiring a person who will actually answer the phone), or another supplier will gain the presence NJoy has in the retail world, giving NJoy some healthy competition and more motivation to improve their customer relations.

[LuckyCharm]

Originally Posted by IntoxiNation

Hopefully NJoy will either get their act together (perhaps offering an online warranty claim program, or hiring a person who will actually answer the phone)

I have to stand up for my supplier again. Al, at RefillMyNJOY.com, has come through for me when "corporate" wouldn't. When I think of Shirley I think of a bespectacled matron to whom voice mail is still a novelty. I refuse to spend the extra blood pressure points in trying to deal with her. But if you buy from Al, he'll make sure you get -- and stay -- happily vaping. Also, he said he just hired another staff, with two more on the way. "This thing has just exploded," he remarked, in a most unexpected way for them. Really? Man, even a non-smoker, watching me demonstrate my NJOY, said that as soon as this company is publicly offered, he'll be scooping up some shares, because he can see the potential for vaping to take the country by storm.

~~Cheryl

[CoderGuy]

I have both an NJOY NCIG and NPRO and wanted to exchange the NPRO and received this yesterday:

--------------------
Randy,

I apologize sincerely, today I was just given word that we don’t have any product to exchange anymore.

The government has stopped our shipments and we are out of product.

We will be able to continue operating as usual when the government is done with their ‘investigation’.

I apologize, and hopefully this will be solved shortly.

Thank you!
--------------------

So I guess it will have to wait for now

Randy

[LuckyCharm]

Originally Posted by CoderGuy

We will be able to continue operating as usual when the government is done with their ‘investigation’.

Uh-oh... Meanwhile I just read a report that the FDA is so understaffed, they inspect less than 1 percent of our imported food! What has the most potential to harm the most people -- ecigs, which are aimed at a very small target market that KNOWS we are taking our own chances, or food, which could find its way almost anywhere, from restaurants to baby food? How much of the FDA's precious resources are they spending on investigating NJOY? How many melamine-contaminated milk tankers are going to slip through in the meantime?

~~Cheryl