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]

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]

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]

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

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!

 

[LuckyCharm]

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]

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.