Intellicig EVOlution - The Next Generation.

[eGeek]

Try e-cigshop.net, they are an intellicig reseller and have had stock when intellicig were sold out, the white batteries are even £1 cheaper. I had similar trouble with faulty parts but persisted with phoning and finally made it through. I spoke to John who seems genuinely concerned with the situation. He explained that if he is replying to emails and answering the phone then he's not able to deal with orders and vice versa. His only option was to interview for more staff (then there is training) but then this would delay even further both of the above however I think this was his plan.
When you're waiting for parts or have a fault a week can seem like an eternity, it did for me and made me consider how quickly I have become dependent on the ecig. Better than regular cigs that's for sure but maybe good to consider not projecting this dependency onto suppliers. A few months ago before demand was too high for what was a relatively small business customer service was excellent. I'm sure that suppliers wish to continue that same service but increasing the scale of operations is no small feat especially in conjunction with rapidly increasing interest and demand.
Maybe it would be better to continue to support these suppliers through a difficult time which will ensure their survival and the product being available to us. I'm sure little patience and understanding will go a long way here and intellicig for one will be back up and running as they were.

 

[Starlight]

My issue isn't with needing spare parts, I know about e-cigshop.net and will use them if needed. My issue is with having to wait a month for some kind of reply about faulty parts. In the first couple of weeks when others were complaining, I too was saying to be patient but, as I've said, I now think a MONTH (not a week) is patient enough. This isn't projecting any form of dependency onto any supplier (I have other e-cig brands, so I don't need to be dependent on the EVO), it's being upset at what appears to be a supplier ignoring his paying customer.

I can fully appreciate and sympathise with John's problems. I was understanding and forgiving of his sending me out not one but various replacement items which I didn't actually want because he was out of stock of what I ordered (eg: different flavoured or strength carts, atom batteries instead of genie, dirty batteries, 2 hole atomisers, different chargers) and I didn't complain but accepted them. I think that's more patient, understanding and accepting than some people might be.

Some people are concerned because they've ordered and paid for parts and haven't received them in weeks and aren't getting replies to emails about their missing orders. That's even worse than waiting for a reply about faulty parts.

As I see it, if he wants to keep his existing client base and not lose potential new customers (because they read our complaints here), there are means of placating and letting all his customers know he's having problems which in turn might help ease the annoyance of some of them. Putting a little scrolling ticker (not always easy to read) or a big notice across his website isn't necessarily enough, although I patiently waited through this period too. He could've posted here himself, or he could've sent out a bulk email to all his customers - one email a week to all past and present customers to keep them informed of the situation in case they were having problems getting through to him. Just a few minutes of his time to keep his customers happy, instead of unhappy as a result of a complete lack of communication.

This doesn't mean I won't order from him again once he's got things sorted out, but for the moment I'm not happy about this present situation. This is my last word on it and I won't post anymore about it as there's nothing much more for me to say about it.

 

[KoS]

ink

Some people are concerned because they've ordered and paid for parts and haven't received them in weeks and aren't getting replies to emails about their missing orders. That's even worse than waiting for a reply about faulty parts.

As I see it, if he wants to keep his existing client base and not lose potential new customers (because they read our complaints here), there are means of placating and letting all his customers know he's having problems which in turn might help ease the annoyance of some of them. Putting a little scrolling ticker (not always easy to read) or a big notice across his website isn't necessarily enough, although I patiently waited through this period too. He could've posted here himself, or he could've sent out a bulk email to all his customers - one email a week to all past and present customers to keep them informed of the situation in case they were having problems getting through to him. Just a few minutes of his time to keep his customers happy, instead of unhappy as a result of a complete lack of communication.

.

I couldn't agree more. Got to keep us informed. Will I get my order...no tracking number. Will it all be there if I do get it? And will it work? If I can't get ahold of you then I am SOL. Even if it's the best product out there...if you screw up my order and I can't even contact you to let you know it's screwed up.. don't expect positive feedback. Crap like that will get ya a rep like NPRO and smokeanywhere. Just a few minuets here and there to settle ppls minds goes a looooong way. Look at Puresmoker. They were having difficulties keeping stock and delays shipping afterward. I emailed Steve and had a reply in 2hrs. PS also keeps a regular stock update thread which is what this one should be for intelicig. And for that lil CS we all sit for 2 weeks hitting refresh lol.
I am really looking forward to my Evo but it just really makes me nervous. Don't have allot of cheese so I have to be smart where I spend it. Hoping intelicig was the best bang for the buck. Almost want to cancel my order to eliminate the hassles but I don't think I could even do that. Anyway it's only been 12 days, all could work out. But if stuff starts frying right away I'll wish I just bought two Pilots lol

 

[Adik Ted]

I ordered one on Monday for a friend. It was marked as Invoiced on Tuesday but hadn't arrived by yesterday (I'm in the UK). I emailed them on Friday and got a reply pretty soon after saying they had a large backlog of orders dating back to Feb 25th that they had to deal with first but that my order would be dealt with soon. I don't think there's any doubt they'll be sending them out but, as was said above, they're only doing their business harm if they're not replying to customers and putting their minds at rest. They could avoid a full mailbox with a simple message on their website stating their case. I've also been sent out regular cats when I've asked for menthol. and received no reply to my request to rectify the situation by have menthol instead of regular sent with the new evo I've ordered.

 

[chewy7097]

I know they had to switch suppliers for some components due to quality issues, though this is no excuse for not contacting customers. I also know that they recently hired another person to help out - she was answering John's e-mails last week. I really hope they get all their issues worked out.

On the flip side - I've never had an issue contacting them for anything. Weird...

 

[CellWho]

Chewy....I hope the quality issues aren't reflected in your batch 8-o

 

[chewy7097]

Chewy....I hope the quality issues aren't reflected in your batch 8-o

All of my latest order from them was from the new supplier. I'm actually using one of the EVO's from that order, so all should be well. The biggest problem that had was getting inventory... When they leaned on the previous supplier, the quality went downhill... Hopefully they've got everything cleared up now...

 

[alltah]

i have new stock and so far 30 have gone out since Saturday and every one is very pleased with them

 

[gadgetgal]

My mail just came and I had not 1 but 2 batteries. Never an email telling me he was sending them. Slow but sure I guess. Now I'll notify the credit card company to stop processing complaint.

 

[Adik Ted]

Received this email this morning. Still no evo for my mate though and no reply to my enquiry as to whether cartridges would be subject to similar delays. Ended up ordering them from Absolutely ecigs in China.

[FONT=arial,helvetica,sans-serif]

[FONT=arial,helvetica,sans-serif]More Customer Service Team Members[/FONT]
[FONT=arial,helvetica,sans-serif]Thank you for your valued custom over the past few months, Intellicig is really going from strength to strength and we would like to apologise if we have not been as responsive as we should have been. We have seen a huge increase in the demand for the Intellicig and as such have been working very hard on a number of key areas. You’ll be pleased to know we have made significant investments in customer service and new staff members are being trained as we speak.[/FONT]
[FONT=arial,helvetica,sans-serif]Increased Production and Stocking[/FONT]
[FONT=arial,helvetica,sans-serif]We have also increased our production and stocking levels to support the demand for the product, hopefully this will alleviate any un-necessary waiting times for you. Its very difficult to predict demand but we are investing heavily to over stock.[/FONT]
[FONT=arial,helvetica,sans-serif]A World-wide Brand[/FONT]
[FONT=arial,helvetica,sans-serif]Intellicig is now sold in over 20 countries world-wide and is growing its export business daily, the quality of our product is amazing and distributors across the globe are wanting the best! We’ll keep you updated on this rapidly expanding part of our business.[/FONT]
[FONT=arial,helvetica,sans-serif]Black is Back![/FONT]
[FONT=arial,helvetica,sans-serif]We launched the EVO-BLACK over a month ago and within days it sold out! So clearly it’s a popular choice the finish of the product is beautiful, a such we have decided to make it a permanent product in our range. The EVO-Black is here to stay![/FONT]
[FONT=arial,helvetica,sans-serif]New Cartridge Packaging[/FONT]
[FONT=arial,helvetica,sans-serif]We h ave been working very hard with trading standards developing new packaging for our cartridges, we are now using a child-resistant foil packet along with new labelling and tactile warning for visually impaired customers. Just this change has been a huge logistical challenge for us, as such we have invested in additional packing staff and new machinery to help us.[/FONT]
[FONT=arial,helvetica,sans-serif]New Products[/FONT]
[FONT=arial,helvetica,sans-serif]Yes we have some new exciting products in the pipeline, but for now we will leave you is suspense [/FONT]
[FONT=arial,helvetica,sans-serif]Feedback[/FONT]
[FONT=arial,helvetica,sans-serif]As always we value your feedback and it is what really drives us going forward. To make the Intellicig even better we are thinking of setting up a user group, basically a team of Intellicig experts across the UK who would meet with us and focus on product development. If this sounds interesting please email me [/FONT]
[FONT=arial,helvetica,sans-serif] [/FONT]
David Newns
Director
Intellicig & CN Creative Ltd

[/FONT]

 

[Adik Ted]

I've also got a faulty batterty. When I send it back I wonder how long I'll be having to go without between charges on the other one.

 

[ed_bollix]

I also received the email from David Newns and I'm happy they are being proactive about things at Intellicig. I'll shoot off another email to him, pack up my parts and send them back and hope for the best. the EVO is a great device and I would continue to use it if things are worked out. In the mean time I have a bunch of 401's coming from the bulk buy... I spent a lot more then I would have if the EVO's had just worked...

 

[alltah]

I have uk stock in black only if i can be of any help.

 

[SpaceCadet]

Can 'normal', non-trade folk buy stuff in bulk at a saving? In the trade section atomisers are £5.60 if you buy min. 5. It comes to £30 including postage for 5 - £6 each! Anyone done this?

 

[paulhampson]

"New Products
Yes we have some new exciting products in the pipeline, but for now we will leave you is suspense"

Anyone know what that is?

 

[Adik Ted]

The order I made for a friend finally arrived this morning after 11 days (I'm not in the USA, I'm in the UK). It was missing the mains usb plug and they had sent genie batteries instead of the requested mighty atom. So far from 3 orders they've managed to get one right and I'm starting to think the only reason they got that right was because it was all they had ******* left.

P.S. Please spare me any Dear John replies.

 

[Adik Ted]

At least I got a reply to my e-mail within 15 minutes. They're sending out the missing items today with a s.a.e. to return the rest.

 

[Adik Ted]

And just got a phone call to say they're including an extra battery to replace my faulty one.

 

[chewy7097]

It seems like Intellicig is feeling some growing pains, plus some confusion and pain from the rogue "Intellicigs" site. I'm certainly not defending any oversights on their part, but my experiences with them have been positive for the most part.

 

[WiηgC¤mmαηdεя]

Can 'normal', non-trade folk buy stuff in bulk at a saving? In the trade section atomisers are £5.60 if you buy min. 5. It comes to £30 including postage for 5 - £6 each! Anyone done this?

I placed a order 04/03/2009 and was able to order from the trade shop no problem.