Puyrid area manager and head office service

I have been an active twisp user since 2012. I previously owned the clearo which was discontinued and then a clearo 2 whichs coils gave endless troubles.

I have on black Friday purchased the vega mini to get away from the nightmare of burnt coils teice a week. Then in January both batteries stopped reading the tank and the unit was leaking profusely

I went to the carnival branch where i bought the unit, the consultant dismantled my unit and explained its a manufacturing fault as i had not dropped it, unit and batteries were still in great condition

They didn't have stock to replace me She called nikesh, the area manager who didn't answer his phone, she lends me a store tank which i still have.

I then sent a complaint via the app. About 2 weeks later i sent another complaint as no one had come back to me

Then someone from head office does come back to me and says that a new device will be sent to the store within the week

3 weeks pass and no device arrives with me popping into the store weekly

I go to the springs branch and demand a new device, the consultants are able to give me new batteries

I then do get a call from carnival saying the tank is in store. I go through on friday 8th march and the springs consultant is in the store saying he doesn't have a vega tank but something else.

I leave because the price of those couls are mire expensive and i still have coils at home for the actual vega mini device. yesterday went back to the store. The consultant explained the same thing except that i have to pay R40 extra for the tank.

This is putrid service! Why should i have to pay for something i already bought which wasn't my fault that it broke or isn't working in the first place. Where is the warranty period? The consultant explained to nikesh on WhatsApp that i didn't want to pay because yet again he doesn't answer his phone and his response was simply " NO" I WILL BE TAKING THIS TO THE OMBUDSMAN.

I WANT A REPLACEMENT TANK AT NO COST.

what is the purpose of employing an area manager if he cannot deal with customer complaints timeously and effectively and continues to push the problem back to store when they have limited decisions in the first place This is the height of ridiculous

Twisp has become a money making nonsense that doesn't care about its customers.

I will also be taking my business elsewhere. Twisp do you not know that your customer is the reason you are in business. and despite the economic circumstances and the product you keep, business efficicency and bottom line will be purely determined by the customer experience in the next few years and not your price point or quality whuch by the way is very questionable

I trust that as a business you will do the right thing