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NWT Holdings LLC Reviews (21)

Subject: Re: Revdex.com COMPLAINT # [redacted] Hello,Please update the case to reflect that the business has resolved the issue to my complete satisfaction I would like the case closed with no negative effect on the business.Thank you,

We apologize that you're unsatisfied with this response, but we stand by this decision in accordance with our Limited 2-year Warranty We have sold several thousands units since our launch in April with an extremely low failure rate Your Firefly was inspected by not only one, but two separate individuals that found it to be in perfect working condition We will continue to honor our warranty to repair or replace a defective unit If you still feel that you need your unit inspected, please contact our customer service department for another RMA case number [redacted] or [redacted] Any returns without an RMA number will be returned to shipper Please note: If your unit is again deemed to be in working condition, you may be subject to a Service Center Fee as described at the bottom of our Warranty page https://www.thefirefly.com/support#support_warranty

Subject: ID [redacted] Thank you for taking on this case I have come to a resolution with the company, albeit a less than satisfactory solution.The company referred me to the reseller that originally sold the item Three weeks after returning my item to them I called to find out what was happening They thought I'd already been called.The response was that my device needed new parts that were no longer available I needed to pay an 'upgrade' fee to get a new device, or I could take a credit for my old device minus a 30% restocking fee and purchase something else The NWT Holdings company would be in touch within a few days The following week, I called Firefly (NWT Holdings) since I hadn't heard anything I was told that they didn't have any upgrades in stock, but would in a week- probably Monday or Tuesday They would call me back.I called them the following Tuesday when I hadn't heard back They had some in stock, but limited colors At this point I just wanted to get this device replaced The gentleman said I could wait more weeks to see if they could get hold of repair parts for my original device, but he could t guarantee that they'd be available.The upgrade cost me $ While I am not pleased that their original warranty wasIt upheld, I at least have a replacement deviceThey are already aware that I will not purchase future equipment from them, nor will I recommend their products

Our Customer Service Department states that this customer was taken care of by replacing the defective unit and sending a free External Charger accessory as a courtesy for his inconvenience Both shipments have been delivered and we have not heard back from this customer.Free External Charger was shipped on 5/26/- tracking [redacted] via USPS Brand new FF2-Jetblack was shipped on 5/23/- tracking number [redacted] via day Federal Express Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAfter some chats with FireFly I sent the unit after they offered to pay for shippingI got the unit back and is now working flawlesslyFrom my side of things this complaint can be terminatedI am now happy with the outcome.Sincerely, *** *** ***

Please have the customer contact our customer service department to request an RMA number to send his unit in for inspection
https://www.thefirefly.com/support#support_contact_us
Thank you

We apologize that you're having trouble with your new FireflyWe care deeply about our customers and the experience they have with our productsTo protect our customers, we have a Limited 2-year Warranty against any factory defects, the details of which you can read in the Warranty section here:
https://www.thefirefly.com/support7-DAY RETURN POLICYWe accept returns of most Firefly purchases within days of the original delivery date, less a 15% re-stocking feeThe product must be unused and in its original factory-sealed condition to be eligible for returnThe Limited Warranty does not apply to Accessories, such as the wear & degradation of the Li-ion Battery, which are not eligible for return after the first days of receipt We cannot accept any returns of any used products unless it's determined by our Customer Service Department that the item may be defective in some wayAll returns must be accompanied by a Return Materials Authorization (RMA) number; otherwise, they will be refused and returned back to the shipperIf your Firefly unit is not working, please take the following steps for resolution Please note: the warranty inspection and repairs process can take from 10-business days, depending on scheduling and the availability of parts required
https://www.thefirefly.com/support#support_warranty
Sincerely,
The Firefly Team

In response to the above mentioned complaint, below are the list of events as reported by our Customer Servicedepartment, which are logged into our internal communications platform.12/31/Original date of purchaseCustomer called to cancel shipment, butthe order has already beenshipped: Fed Ex
Tracking: ***01-05-2016- Post New Year holiday, NWT Customer Service Rep contacted Fed Ex to have the package returnedto shipper, which would take a few days.01-08-2016- Customer contacted NWT about info for a new product model being released soon.01-08-2016- The RTS package was received into our Returns Department for processing, which can take 10-14business days as stated on our web site (http://www.thefirefly.com/return-policy); this processing can happen earlier,depending on where the package is in our Returns queue.01-12-2016- Customer sent email about status of his refund and his intent to file a claim with the Revdex.com01-12-2016- NWT Customer Service Rep responded to customer that RTS package was received and that a refundwould be processed within the 10-business days, if not sooner,01-19-2016- Jan 19, 5:37:PM I Refunded amount of $onlineTransaction ID:"***", which would have auto-generated a notice of this refund to the customer directly at(***)I appreciate your consideration in this manner and please feel free to contact me directly with questions
***please see attached***

Complaint: ***I am rejecting this response because: I have contacted the company on numerous occasions At no point was I given a return authorization number The timeliness of their responses is unacceptable as well

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi [redacted]l,
I apologize that your inspection/repairs process is taking longer than anticipated.  I have escalated this to upper management to have them reach out to you personally and find a mutually satisfactory resolution.  Kindly give me a few more days and someone will give you a call...

at the phone number on your order.
Thank you for your continued patience in this matter!

Dear. Mr. [redacted],
 
We sincerely apologize for the lack of customer service  support that you've experienced.  We appreciate your bringing this to our attention and we're addressing this issue internally.  Customer service confirmed that they were able to issue you a store...

credit refund for your Firefly 1 model and that you've spent this credit through our distributor vapeworld.com.  We hope that this satisfies your concerns.
 
Thank you very much for your continued patience in this matter.

We apologize that you're unsatisfied with this response, but we stand by this decision in accordance with our Limited 2-year Warranty.  We have sold several thousands units since our launch in April 2016 with an extremely low failure rate.  Your Firefly was inspected by not only one, but two separate individuals that found it to be in perfect working condition.  We will continue to honor our warranty to repair or replace a defective unit.  If you still feel that you need your unit inspected, please contact our customer service department for another RMA case number [redacted] or [redacted].  Any returns without an RMA number will be returned to shipper.
Please note: If your unit is again deemed to be in working condition, you may be subject to a Service Center Fee as described at the bottom of our Warranty page.
https://www.thefirefly.com/support#support_warranty

September 1, 2016Revdex.com PO Box #1000DuPont, WA 98327Via Facsimle: [redacted] Re: Case ID # [redacted]Attn: [redacted]:In response to the above mentioned complaint, below are the list of events as reported by our Customer Service department, which are logged into our internal...

communications platform.4/22/16 - Firefly unit original purchase ([redacted])5/2216 - After troubleshooting and communication back and forth CSR initiated a return for "Vapor Production/ Seal Issues". Return Created [redacted])6/2/16 – Firefly return authorization was created for customer to send in unit for inspection. We normally do not pay for shipping as stated in our Return Policy (https://www.thefirefly.com/returnpolicy) but sent her a pre-paid shipping label as a courtesy: Tracking [redacted]6/9/16 – Received by the Firefly Repairs facility and inspected for manufacturing defects and troubleshooting. Testing in Seattle - found no issues/ Unit returned to customer on 6/14/166/14/16 – Sent the working unit back to the customer, tracking:  [redacted]7/15 - Seattle receives blind return from customer with no new (required) Return Authorization number. Placeholder ([redacted]) created and send to San Francisco labs for further testing.7/21 - Examined the same unit a second time with no found issues. Product working as intended.  Sent the working unit back to the customer, tracking [redacted]8/9 – Customer emailed again, this time saying she wants a full refund as her FF "is still not working as advertised". CSR replied confirming our company Warranty Polity (https://www.thefirefly.com/support#support_warranty)8/17 – customer stated that she would be contacting the Revdex.com We care deeply about our customers and the experience they have with our products. Please feel free to contact our customer service department for a courtesy demo and tips/tricks for optimal performance. To protect our customers, we have a Limited 2-year Warranty against any factory defects, the details of which you can read in the Warranty section here: https://www.thefirefly.com/support. For health liability reasons, we’re unable to accept the return of opened or used products, however, this warranty is tracked by serial number and fully transferable to a third party.

Subject: ID [redacted]Thank you for taking on this case.  I have come to a resolution with the company, albeit a less than satisfactory solution.The company referred me to the reseller that originally sold the item.  Three weeks after returning my item to them I called to find out what was...

happening.  They thought I'd already been called.The response was that my device needed new parts that were no longer available.  I needed to pay an 'upgrade' fee to get a new device, or I could take a credit for my old device minus a 30% restocking fee and purchase something else.  The NWT Holdings company would be in touch within a few days.  The following week, I called Firefly (NWT Holdings) since I hadn't heard anything.  I was told that they didn't have any upgrades in stock, but would in a week- probably Monday or Tuesday.  They would call me back.I called them the following Tuesday when I hadn't heard back.  They had some in stock, but limited colors.  At this point I just wanted to get this device replaced.  The gentleman said I could wait 8 more weeks to see if they could get hold of repair parts for my original device, but he could t guarantee that they'd be available.The upgrade cost me $107.  While I am not pleased that their original warranty was. It upheld, I at least have a replacement device. They are already aware that I will not purchase future equipment from them, nor will I recommend their products.

Complaint: [redacted]I am rejecting this response because:
 
They continue to refuse to accept they are wrong. I purchase another brand that is not affiliated with your company.

Subject: Re: Revdex.com COMPLAINT #[redacted]Hello,Please update the case to reflect that the business has resolved the issue to my complete satisfaction.  I would like the case closed with no negative effect on the business.Thank you,

Dear Mr. [redacted],
We sincerely apologize for the delay in our customer service response time to you.  This was a huge oversight and we're addressing this issue internally.  Your order was delayed due to an inventory shortage, but was shipped to you on 10/7,...

Tracking: https://www.fedex.com/apps/fedextrack/?tracknumbers=[redacted].  Thank you again for bringing this issue to our attention and we hope that this resolves your concern.  
Thank you verymuch for your order and welcome to the Firefly Community.
https://www.thefirefly.com/support#support_contact_us

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Our Customer Service Department states that this customer was taken care of by replacing the defective unit and sending a free External Charger accessory as a courtesy for his inconvenience.  Both shipments have been delivered and we have not heard back from this customer.Free External Charger...

was shipped on 5/26/2017 -  tracking [redacted] via USPS Brand new FF2-Jetblack was shipped on 5/23/2017 - tracking number [redacted] via 2 day Federal Express Thank you

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Address: 24 Roy St Ste 28, Seattle, Washington, United States, 98109-4018

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