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]

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]

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 ...... (probably because I, actually, am quite ...... 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]

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...

 

[leaford]

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

I'm with you on the lying part. But you don't have to use their cartridges, and their e-cig is a good product. I'm just saying is all.

But since you've decided to go another way, I'd reccomend the Sedansa Diva, the Janty KISSbox, or one of Smokester's generics. They're all good.

As for your money; did you use a credit card? I'd say if you haven't had your refund processed 15 days after contacting them, you should go ahead and do a chargeback. Dispute it with your credit card company.

 

[karenwest1961]

I don't think we ever reviewed Njoy International Customer Service, so this is information that we could use.
I've not had any problems with Mark in the USA and neither did anyone here that I know of, so that's what we're basing our opinions on. So Njoy's "oh so great customer service" did not pertain to Njoy International.

As far as the cartridges, that was a different conversation altogether. I didn't know of many that were willing to pay the outrageous price for Njoy cartridges, but choose to top off instead.

 

[TheEmperorOfIceCream]

NJOY International isn't really an option in the UK. a lot of EU startups convert dollar to Euro prices on a 1/1 basis so an already expensive product becomes outrageous. I ordered from NJOY USA because even with the $50 shipping cost it was £45 cheaper. Didn't matter in the end because I got hit by entry tax, but I was kicking myself for not going local - thought exchanges would be easier. Looks like that isn't the case.

Emp

 

[RatInDaHat]

I changed the title to Njot Intl

Don't want people misreading it. If anyone has a problem with it, it can change it back.

 

[Klaue]

I finally got an answer from them, saying that they'd return my money ASAP. I hope they really do it, but I have my doupts. We'll see

----

I'm with you on the lying part. But you don't have to use their cartridges, and their e-cig is a good product. I'm just saying is all.

well, it doesn't really matter. even if my reason would be, I don't know, the color of the package - I should not have to give any reason why I want to return it when they promise a 30 day money back guarantee

But since you've decided to go another way, I'd reccomend the Sedansa Diva, the Janty KISSbox, or one of Smokester's generics. They're all good.

I have a Kissbox now, but so far, I'm not impressed. But I suppose I got a faulty unit..

As for your money; did you use a credit card? I'd say if you haven't had your refund processed 15 days after contacting them, you should go ahead and do a chargeback. Dispute it with your credit card company.

that's one of the reasons why I dislike paypal. If I would do a chargeback, all I would get is a negative amount of money on the paypal account

I changed the title to Njot Intl

Don't want people misreading it. If anyone has a problem with it, it can change it back.

Well, if I would get crappy customer service from Dell germany (for example), then I would also blame Dell. In my opinion, Njoy is one company and they decded who should represent them and what rules they have to follow..
But oh well, I don't really care if it's Njoy or Njoy Intl (or even Njot Intl )

 

[norminall]

I wrote to Njoy:
_______________________________
Hi,
I have received both of the Burgundy cigarettes. Thank you very much.
One of them was for my friend. And the other one was for me.
I wanted to try my cigarette.
Firstly I charged the battery. Then I put a cartridge and begin to inhale. I did everything as I was did with my first white cigarette.
But the taste was smell bed. I thought that maybe its new so it need to use to get better.
All night I used it but it had gotten worse taste. It smell very bad. Now at morning I tried it again but it is the same bad smell. I have noticed that the battery lightning itself without inhaling. And some crackle voice comes from the atomizer.
I don't know what is the problem.
I am sorry to give you this sad news.
Please help me.
Thanks again.
Best Regards,
______________________________________________________________________


Njoy answerd:
______________________________________________________________________
Good morning sir,

The noise from the atomizer it’s no problem. It’s an indication that it works. Sometimes they make this noise. The bad smell I believe is from the particular cartridge. You can try changing cartridges and see if the smell changes and let us know. The battery light sometimes comes on with rapid movement of the unit. If it goes on without movement then we will need to replace the battery.

Let us know.

Regards,

_____________________________________________________________________________

I worte to Njoy:
___________________________________________________________________________

hi,


yesterday i used the another battary. and it was working. but still there was a little bit mildew smell. i think that the first battery had damaged my device a little. and today i wanted to use the first battery but it didnt work any more. no any light. i understand that the battery had finished without using. the first day it was working itself. and today it is not working.


And i have asked my friend about his cigarette. he is first time e-smoker. he said that there is no vapor in his cigarette althoug he had changed the battary and the cartrigds. but tomorrow i will go to his office and look with my eys to his cigratte.

i begin to think that these Burgundy cigarettes are not as good as the white one.
I am sorry for these bad news.


Best regards,
____________________________________________________________________________
I worte to Njoy:
___________________________________________________________________________

Hi,

I went to my friend office yesterday. And looked at his device. His device is not working at all. I tried it with new cartridges and new battery but didn't work. It was my friend first experience. But he gave up.. and said to me that he is not able to deal with such device. He gave me back the device. I was advised him beforehand to buy because I was happy with my first white device. Now also I am happy with my white one. But I can not say the same thing to my burgundy device. Because one of the battery of the my burgundy device is not working and the taste of it is smell mildew and too much noise when inhaling. So right now I have three device.

The white one is okay. I like it.

But the both of the burgundies.. I am not able to use them. One of them is my friend device and it is not working he returned to me. and the other one is smell mildew and there is too much noise in it and one of its battery is not working.

I don't know how is your procedure to take both of device back from me..

I will be contented with the white one only.

Thank you.

I hope you will take back the both burgundies cigarettes from me depending on your coverage of warranty..





Best Regards,

I worte to Njoy:
___________________________________________________________________________

hi,

as i understand from your site i should send them back to you immidiatliy. i want to send them.. but i dont konw the adress..

on the parcel is this adress:
Njoy internatonial nicosia cyprus


is this adress enough?

please infrom me the complete adress.

Thank you

_________________________________________________________________________

Njoy answerd:

Dear Sir,

It seems like the vaporizers need to be replaced. The color of the device does not make any difference. It happens sometimes to get a defective vaporizer or battery. If you want we can send you two new vaporizers and a battery. If not then of course you are covered by the warranty and 30 day trial period. You can just send beck the complete units at the address below and as soon as we receive them we’ll proceed with the refund.

The address is:

Njoy-International

P.O. Box 26842,

Nicosia, 1648

Cyprus.

_________________________________________________________________________

I worte:

Okay,
Thank you.
I have sent them back to you.
The post office document is in the attachment.


Best Regards,

____________________________________________________________________________


after a while I wrote:
hi,

did you receive my parcel?
when you receive it please inform me and refund my money to my paypal account: xxxxxxxxxxx@gmail.com


Best Regards,

_____________________________________________________________________

after a while Njoy answerd:
Dear Sir,

We still have not received the package. We will let you know as soon as we do.

Regards,



_______________________________________________________________________
after a while I wrote:
hi,
did you receive the parcel?


___________________________________________________________________

No ansewer form Njoy..
I asked again:

hi,
didnt you receive the parcel till now?
_____________________________________________________________________

after a while I asked again:
hi,
didnt you receive the parcel till now?

_______________________________________________________________________

After many days Njoy Answerd:
Dear Sir,

We still have not received your package. Can you please check with the shipping company, maybe they can track it and let us know as well?

Thanks,



____________________________________________________________________________
I worte:


Really
Okay, i will check


Best Regards,
______________________________________________________________________________

I wrote again:


Hi,

I was sent it with Turkish Post Office as you vere send it. And i went to the office of the Turkish post oficce and asked them. They said that the parcel had arrived its destination.
Please find attached the delivery receipt from the post office. The tracking number ED 00316570 1 TR should help you get the packge.
Please let me know when you receive it.
Regards,
________________________________________________________________________________

Njoy answerd:
Dear` Sir,

Can you find out to which post office it ended up? The address we gave you is on the Greek part of Cyprus. It seems like the package ended up on the Turkish part. If we know to which post office it is we’ll send someone to pick it up.

Regards,

__________________________________________________________________________

I wrote:
hi,
did you asked the nearst turkish post office with this tracking number:
ED003165701TR ?
_____________________________________________________________________________

I wrote again:

Hi,
Today i went to the post office again and ask them.
They gave me a document shows every step of the parcel acording to date.
it is in the attachments.

Best Regards,
_________________________________________________________________________

After many days I wrote the same thing again:
Hi,
Today i went to the post office again and ask them.
They gave me a document shows every step of the parcel acording to date.
it is in the attachments.

Best Regards,
_________________________________________________________________________


After many days I ask again:

Any news?
___________________________________________________________________________

After a while Njoy answerd:

Somebody will be checking at the central post office in Nicosia tomorrow. We’ll let you know immediately.

Regards,

_______________________________________________________________________

After many days I ask:


?

Havnt you receive yet??


Best Regardas
_________________________________________________________________________


After many days i ask again:

Hi,
until now i couldnt receive any mail forum you.
You were said tomorrow at the last mail.
Marian said to me that i should remember you my nick at the forum. My nick is Norminall there.


i hope i hear from you soon..
_________________________________________________________________________


finally Njoy answerd:

Dear Sir,

We apologize for the delay to get back to you. We’ve been waiting to hear back from our office in Cyprus. We had a person go the central post office in Nicosia yesterday with a copy of the receipt you send us and they were told that there was nothing there relating to the receipt. Can you please check whether the package has been sent back to you and let us know?

Best Regards,



Njoy-International

 

[norminall]

I wrote:

Hi Sir,

As you seen in the attachments, i have sent them to you a month ago. till now you ordered me many times and i went to the post office. The office far from me. it is in the central of the city.
but you went only one time and you went too late.
I will go to the post office for the forth time. i will ask them what are you asking.
But you shuold know that I am going to belevie that at the end of thease period i will not be able to refund my money

I did what i can till now..

when you had sent to me the white one.. remember.. i was asked to you that i coulndt recevie the parcel. you answerd me with tracking number and asked me to go to the post office.

i did the same and had given to you the tracking number. but you went to the post office 20 days late!

i am very sorry..

May i have your idea? what will happen after this?


BEst Regards,

and sorry for my poor english..
____________________________________________________________________________


Njoy answerd:

Dear Sir,

Since we have the receipt of your original shipment, there is no need to worry about your refund. The delay was caused because of the confusion Greek/Turkish part of Cyprus. For the people at the office in Nicosia it’s also a problem to go to the post office on the other side on a regular basis since they need to get extra insurance each time and wait at the border for some time. We should have used the office in Italy or the UK for you. We apologize for this, but we did not know it would be like this.

We just need to get those two units back and then we will proceed with the refund. It’s no problem that it took longer than month. If these units end back to you (this should be the case) then we’ll have you send them to our Italian office.

Let us know what you find out.

Regards,





NJOY - All The pleasures of smoking without all the problems

____________________________________________________________________________




I wrote:

Hi,

Okay.
I went to the post office today again. They said that the post office in cypurs should know if they send it back or not. They said that you should go with tracking number and ask what they did for the parcel.. If they say that they send back, then okay wait for it.
So..
Right now..
i understand that i have no choise other than waiting...
I hope the parcel did not lost ...


Best Regards,
Halis
__________________________________________________________________________


After many days the packe comed back to me. so I wrote:

hi,

the units ended back to me today.
what should i do now?



Best regards,

____________________________________________________________________________


After days Njoy answerd:

Dear Sir,

You can send the units to:

NJOY Office, Italy

Annalaura Buttarelli

187 Via Di Mezzocammino

00128, Rome

Italy



Thank you and we apologize again for the inconvenience.

Regards,





NJOY - All The pleasures of smoking without all the problems

__________________________________________________________________________


I wrote:

hi,

Okay, i shall send it this time to Italy.

Best Regards,

___________________________________________________________________________

I wrote again:
hi,

i went to the post office today again and sent the units this time to Italy.
I hope you refund the second shipment price.
the document is in the attachmet.


Best Regards,
___________________________________________________________________________

After a week I wrote the same thing again:

hi,

i went to the post office today again and sent the units this time to Italy.
I hope you refund the second shipment price too.
the document is in the attachmet.


Best Regards,

____________________________________________________________________










No ansewer..
I hope they receive it.
But today something happened. My first Njoy cigarette after 2 month had died..
I wrote again:

hi,

my first Njoy cigarette, i mean the white one.
its battarys both of them was not going more than one hours these last days.
but although this i was using.
But today morning the atomizer also died. I am very sad..
right now there is no any heat and no any vapor in the atomizer.

How you can help me?
And did you received the both of the burugundies cigrattes which i had sent them to Italy?

Please answer me...


Best Regards,
____________________________________________________________________________






I dont konw what will happen..
I shall infrom you all abotu it..

Thank you for reading..

 

[TropicalBob]

Norminal: You are the poster boy for why Target should NOT sell Njoy -- or any other electronic cigarette. Not a one of them is ready for mass sales yet.

 

[Spider]

What a nightmare! I hope you finally get it sorted out Norminall!

Was that a pun TB? Poster Boy? Because he's had to send it back twice?

 

[Klaue]

Well, after reading Norminalls posts, I can only say.. I rest my point.