Unsatisfied Client

To whom is may concern;

It is with great regret that as a long standing Twisp client, that purchased multiple devices from the Solo to the Edge, to the Ion and now the Tykon, I am utterly disappointment in the customer service that I received from your outlet in the Kolonade Shopping Centre, the Customer Service department, and not to mention the rude area manger.

I purchased the Tyko device on 3 August 2019 at you Kolonade outlet, due to the fact that I was told the Ion is being discontinued, and used the Tykon as well as my Ion for the passed 6 to 8 weeks. The coils in my Ion lasts between 4 to 6 weeks because I am not a heavy smoker, but with the Tyko I have been changing 5 different coils in the last 6 weeks.

This should definitely not be normal, as I use my Ion devise more than the Tyko, but the coils in the Tyko only seems to last about 3 days. I returned to the outlet in Kolonade numerous times during this period, because I was under the impression that I might be using or inserting the coils incorrectly, and asked the agent there to assist me by inserting the newly purchased coils and adding liquid to the devise. It was done but still the coils would only last 3 days???

I was told there were different coils for different liquid, and all types of coils were purchased by me, and still the issues persisted. I was very disappointed of spending almost R900 for a devise, not to mention the prices of the coils, and the devise cannot be used properly.

I returned to the outlet on Friday 27 September 2019 again, and advised the agents that there is a problem with the devise, and I would like to have the devise exchanged as per the policy printed on the slip, that I have 6 months to exchange a faulty devise.

I was informed that they cannot exchange the devise because there is nothing wrong with devise??? This devise was not tested at all during this period but already a call was made to say there is nothing wrong with the devise???

I will not return to the store numerous times if there is nothing wrong with the devise, because it costs me money and time to return all the time. I was told that we need to leave the devise there until Monday 30 September 2019, in order for the outlet to test the devise.

I agreed to leave the devise there, and went back to the outlet on Monday 30 September 2019 to hear what the outcome of the diagnoses was. Just to be informed again there is nothing wrong with the devise???

This is unacceptable, and definitely not customer service. I am insisting to have the devise exchanged, as there might be an issue with either the tank or the battery of the devise as well, and this was definitely not tested properly.

I look forward to hear from you soonest with a way forward to have this matter resolved swiftly.

Regards. Liza ***