Poor Customer Service and defective device from Twisp

I bought two devices from the Twisp stand in Greenacres, Port Elizabeth on 16 July 2019 with tobacco and additional accessories for an amount of R2700, Document number I***.

The owner, Mr Sarvesh Naidoo, did the entire setup of both devices, together with the assembly and filling of the head with tobacco. Later that day I noticed that the vega device could not detect the atomizer head, as indicated on the LCD screen. Eventually, today (20 July 2019), I returned the device for checking.

The sales woman on duty did a complete check and determined that the coil was defective even though there is no visible sign of damage. She then asked me if I am going to purchase another one. The device being only 3 days old, I reminded her that the owner and salesperson told me that the atomizer head would last between 4 to 6 weeks, and that it is unreasonable to expect me to buy a new one. I believe that my assertion is reasonable as the atomizer head is only a few days old.

I insisted on a replacement at no charge. The sales woman then called the owner, who sold me the device, for guidance as to how to do the replacement. However, she informed me that the owner refused to give a free replacement, and told me to come back on Monday. After some protest on my side, she asked me if I wanted to speak to Mr Naidoo, and called him again. However, he refused to speak to me and told her to tell me I can even complain to the Twisp head office, but that I am not getting a replacement atomizer head.

This is precisely what I did and I intend to also complain on Hellopeter, to make people aware on the deception from the Twisp owner, Mr Sarvesh Naidoo, as well as the defective product, and poor customer service.

F Smith.