Replacement Battery NIGHTMARE

Good Afternoon,

I write to you this afternoon VERY dissatisfied with the service from Twisp.

The following events took place:

1. 13th May 2020 – I emailed Twisp Support indicating the battery I bought for my Twisp Tyko was faulty and broke during lockdown 2. 13th May 2020 – I received a response from Megan Ruiter indicating that when lockdown is lifted, it would need to take it to a kiosk and the warranty would still be valid. 3. 31st August 2020 – I went to the Centurion kiosk, where I was requested to provide the email comms regarding the replacement of my battery. I was also informed that due to the Tyko being discontinued and replaced with a new model, stock of the battery was not available immediately. 4. 04th September 2020 – I went to the Centurion kiosk to follow-up and was informed the regional manager is trying to find stock. 5. 11th September 2020 – I went back to the Centurion kiosk to follow-up as I had not heard anything. I was informed they are still trying to find stock. The gentlemen who works there indicated he would give me a call. 6. 16th September 2020 – Still no news, so a follow-up email was sent. Later that day I received a call from the Centurion guys to say they are working on it. 7. 26th September 2020 - I went to the Centurion kiosk to follow-up again and was informed the regional manager had found stock and was arranging for it to be delivered to Centurion kiosk. 8. 03rd October 2020 - I went to the Centurion kiosk to follow-up again and was told it would be arriving Tuesday/Wednesday - It is now Wednesday and I am yet to hear ANYTHING.

I was patient with Twisp as I had my old Clearo 2 which I was using in the interim, however the cartridge of the Clearo Twisp landed up breaking. So while I was at the kiosk on the 26th September following up, I thought I would buy a new cartridge, but no stock! I mean seriously – So now I have 2 twisp devices which I cannot use.

After being told Twisp have no stock - I have actually bought a new SMOK device! I have been without my Tyko device since May 2020 – We are now in October, 5 months later and I still don’t have this matter resolved. If a battery cannot be sources and delivered to the Centurion kiosk by this weekend, then please just give me a refund on the battery pack I purchased (R499.95), so that I can use my money elsewhere.