njoy customer service going downhill

[patgwashere]

seems like njoy customer service has gone to hell.
I bought their product (e cig and e cigar) because i thought they would have good customer service being in america.
Boy was i wrong. I sent back a penn style battery that died 10 days ago.
I sent it as per their instructions on their web site.
I have not heard anything from njoy as to their receipt of the battery or my replacement. I emailed them 3 days ago about this problem and no response either. I called today and left a message 2 hours ago and still no response.

I bet i will receive a response when i file a complaint with the better business bureau and dispute the charge with my credit card.

I am posting this for all my friends at e cigarette forums benefit.

[LuckyCharm]

Originally Posted by patgwashere

seems like njoy customer service has gone to hell.

Who have you been dealing with there? I've had my round-and-rounds with this company, too. But finally got my issue resolved.

~~Cheryl

[patgwashere]

Originally Posted by LuckyCharm

Who have you been dealing with there? I've had my round-and-rounds with this company, too. But finally got my issue resolved.

~~Cheryl

first i sent part directly to njoy as per their instructions on their website. (10 days since mailed) Then i e mailed them thru website 3 days ago about this (still no response)
Last i called about 2 hours ago and left a message on their phone system for both the reps at ext 106 and 108.(still have not heard back)

I plan on filing a complaint with bbb and disputing charge with CC if no response from njoy by end of today

[raggedclaws]

Sorry to hear that you've had this problem with NJOY. The one experience I had with them was quite positive. John at NJOY was very prompt in responding to my emails and I received my order from them in just 3 days. I hope their service isn't going down hill. The main reason I paid their prices for my PV was the warranty.

[patgwashere]

Originally Posted by raggedclaws

Sorry to hear that you've had this problem with NJOY. The one experience I had with them was quite positive. John at NJOY was very prompt in responding to my emails and I received my order from them in just 3 days. I hope their service isn't going down hill. The main reason I paid their prices for my PV was the warranty.

Thank god I have backup devices. I think njoy only knows how to respond to new customers ordering products. They do not care about the people who have already purchased or honoring their warranty.

I am excited. Today I will be receiving a shipment of parts to make my own battery mods. No more spending ridiculous amounts on inferior batteries. Now if only someone would invent a mod for atomizers that last.

[lee929]

Same here. It's been a month and a half, still waiting on my refund of the NPRO kit I sent back to them. Just got a hold of a rep this morning (finally). Funny thing is the offices that handles their calls\sales are in the same complex as my work. Easier if I just walked over there lol

Originally Posted by LuckyCharm

Who have you been dealing with there? I've had my round-and-rounds with this company, too. But finally got my issue resolved.

~~Cheryl

[LuckyCharm]

If I were to become a supplier, I would:

1. Create a customer database. Access comes with a ready-made template.
2. Create a new record for each customer. Record all orders and returns. Note every single email or phone contact, and flag for follow-up if needed.
3. Create a separate email folder for each customer. File all messages and replies in customer's individual folder.
4. Encourage email rather than phone communication, thus establishing a written record that can be referred to easily. Email's also more efficient -- you don't waste time spelling things out, or repeating them, and you can use "canned" text for frequently-used sentences and phrases.
5. Establish a presence on this forum. A smart supplier will want to know what people are saying about him as well as about his competition, in order to maintain an edge. They can also respond here in their own defense, enhancing their reputation.
6. Put a useful FAQ on my website. Not just a pre-sales "what are these things?" kind of FAQ, but include troubleshooting tips and such, also. Maybe even a video. People are so much happier if they feel like they can solve their own problem, rather than cast about in the dark searching for help.

Just my ideas. Seems like a no-brainer to me!

~~Cheryl

P.S. Who is John at NJOY? Is he a distributor? I worked with Al, who was pretty responsive to emails, and shipped me out whatever I needed, no hassle. But Shirley and the gang at "corporate" need a kick in the patootie to get anything out of them. I get the feeling Shirley doesn't even know how to log into her email.

P.P.S. I emailed Chelsey at NJOY to give her a heads-up on this. Not the first time I've pointed those guys over here -- you'd think they'd take a peek once in a while and see what folks are saying about them!

[Skad]

Call the number. If you get voicemail call back. They will return your call, but it takes them forever. Keep calling until they answer. Once you actually get a person, they're really good about getting you your parts.

[IntoxiNation]

Throwing my hat in the ring about NJoy's customer service. I have been trying for 2 days to get a hold of them to get a replacement atomizer. Leave voice mails and they never get returned. I hate being vaporless (and stuck back on analogs).

[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!