about customer support

[Viktorfm]

Well,I was Northerners customer for over a year.Everything was quiet fine>from Sweden to Russia it takes nearly 3 weeks by swedish post,but then a problems with customs began(I suppose that russian custom officers read about snus ban in EU,and thought"wow,lets do smth like that,we can get a lot of money and power"`cause there is no snus ban in Russia..)After it I start to make small orders-3-5 cans.One of my orders was refused by customs.So,i wrote a letter to Northerner,and asked them,what can be done to solve this problem.They said that its ok to reship my order but I have to pay for reshiping with bank transfer..Bank transfer from Russia to Sweden is about 25 dollars charge.My whole order was 19))I asked if it is possible to pay by credit card,or send it during free shiping offers,they said"We have had a lot of problems with the customs in russia lately, so your package will probably be refused again if we send it. I am also sorry to say that you can only pay with bank transfer."!!!And they stop shipping to Russia))I don`t miss 19 dollars much),but what can I say about Northerner customer support..

[Premium Parrots]

Well,I was Northerners customer for over a year.Everything was quiet fine>from Sweden to Russia it takes nearly 3 weeks by swedish post,but then a problems with customs began(I suppose that russian custom officers read about snus ban in EU,and thought"wow,lets do smth like that,we can get a lot of money and power"`cause there is no snus ban in Russia..)After it I start to make small orders-3-5 cans.One of my orders was refused by customs.So,i wrote a letter to Northerner,and asked them,what can be done to solve this problem.They said that its ok to reship my order but I have to pay for reshiping with bank transfer..Bank transfer from Russia to Sweden is about 25 dollars charge.My whole order was 19))I asked if it is possible to pay by credit card,or send it during free shiping offers,they said"We have had a lot of problems with the customs in russia lately, so your package will probably be refused again if we send it. I am also sorry to say that you can only pay with bank transfer."!!!And they stop shipping to Russia))I don`t miss 19 dollars much),but what can I say about Northerner customer support..

You can say how great it was that customer service at northerner tried to help you but the problem is with customs in russia and that is beyond northerners control.

[Snusdog]

Well,I was Northerners customer for over a year.Everything was quiet fine>from Sweden to Russia it takes nearly 3 weeks by swedish post,but then a problems with customs began(I suppose that russian custom officers read about snus ban in EU,and thought"wow,lets do smth like that,we can get a lot of money and power"`cause there is no snus ban in Russia..)After it I start to make small orders-3-5 cans.One of my orders was refused by customs.So,i wrote a letter to Northerner,and asked them,what can be done to solve this problem.They said that its ok to reship my order but I have to pay for reshiping with bank transfer..Bank transfer from Russia to Sweden is about 25 dollars charge.My whole order was 19))I asked if it is possible to pay by credit card,or send it during free shiping offers,they said"We have had a lot of problems with the customs in russia lately, so your package will probably be refused again if we send it. I am also sorry to say that you can only pay with bank transfer."!!!And they stop shipping to Russia))I don`t miss 19 dollars much),but what can I say about Northerner customer support..

First V............welcome to the forum mate!!!!!!.....and if it helps any....you are not alone in your frustration

As I reflect on a great deal of what I am reading of late..............I think that lot of the “customer services” issues we are hearing about here on the forum are in fact not really customer services issues per say. Instead, they are brought on by the new situation throughout Europe and the USA …………….think about it…………….the problem is not that the merchant did not send your snus…………but that some overzealous customs dufus seized your snus. That is the problem.

Now back in the day if you had a package go missing Northerner (and any other of the main vendors) would replace it at once

However, now the # of packages being seized is just too big to resend every one. Northerner has always had a ship at your own risk policy............it’s just now they are having to abide by it more than before.

That said, I do think they could do a better job explaining why they are no longer able to send out a new order every time one is seized.

They might even consider offering an option to insure your order through their site. You could click an “Add Insurance” option during to check out. It would add (for example) $2 to insure every $50 worth of snus. If you buy the insurance and your order goes missing……….after a set number of day they will replace it and ship it for free.

Or they could do a simple flat charge on every order ($1 for every $50 worth of snus up to say $200). This would make the insurance pool bigger to draw from and would also mean that every order made was guaranteed. They could then limit the number of claims per customer per year (IP + mailing address + Credit card bank info)

Anyway I know this does not really help you........….I am just thinking out loud.

In your case…………I would recommend contacting GN (He makes Oden's snus and is a member here). You could Pm him. I know his company has been making a lot of inroads into Russia. He might be able to help you.

In the end, bro know we all feel your pain..................the last year or so has really been trying on the whole snus community (both customers and vendors alike)

[Premium Parrots]

First V............welcome to the forum mate!!!!!!.....and if it helps any....you are not alone in your frustration

As I reflect on a great deal of what I am reading of late..............I think that lot of the “customer services” issues we are hearing about here on the forum are in fact not really customer services issues per say. Instead, they are brought on by the new situation throughout Europe and the USA …………….think about it…………….the problem is not that the merchant did not send your snus…………but that some overzealous customs dufus seized your snus. That is the problem.

Now back in the day if you had a package go missing Northerner (and any other of the main vendors) would replace it at once

However, now the # of packages being seized is just too big to resend every one. Northerner has always had a ship at your own risk policy............it’s just now they are having to abide by it more than before.

That said, I do think they could do a better job explaining why they are no longer able to send out a new order every time one is seized.

They might even consider offering an option to insure your order through their site. You could click an “Add Insurance” option during to check out. It would add (for example) $2 to insure every $50 worth of snus. If you buy the insurance and your order goes missing……….after a set number of day they will replace it and ship it for free.

Or they could do a simple flat charge on every order ($1 for every $50 worth of snus up to say $200). This would make the insurance pool bigger to draw from and would also mean that every order made was guaranteed. They could then limit the number of claims per customer per year (IP + mailing address + Credit card bank info)

Anyway I know this does not really help you........….I am just thinking out loud.

In your case…………I would recommend contacting GN (He makes Oden's snus and is a member here). You could Pm him. I know his company has been making a lot of inroads into Russia. He might be able to help you.

In the end, bro know we all feel your pain..................the last year or so has really been trying on the whole snus community (both customers and vendors alike)

my version is the short form.

[Frosted]

If your snus was seized, were you not given the option of paying the duty?

[Viktorfm]

You can say how great it was that customer service at northerner tried to help you but the problem is with customs in russia and that is beyond northerners control.

??.They stop shipping to Russia.I ve heard`NO` for all my requests..
By the way i received all my orders except this one,and so I dont if there is such a big problem with customs in Russia..

[Viktorfm]

First V............welcome to the forum mate!!!!!!.....and if it helps any....you are not alone in your frustration

As I reflect on a great deal of what I am reading of late..............I think that lot of the “customer services” issues we are hearing about here on the forum are in fact not really customer services issues per say. Instead, they are brought on by the new situation throughout Europe and the USA …………….think about it…………….the problem is not that the merchant did not send your snus…………but that some overzealous customs dufus seized your snus. That is the problem.

Now back in the day if you had a package go missing Northerner (and any other of the main vendors) would replace it at once

However, now the # of packages being seized is just too big to resend every one. Northerner has always had a ship at your own risk policy............it’s just now they are having to abide by it more than before.

That said, I do think they could do a better job explaining why they are no longer able to send out a new order every time one is seized.

They might even consider offering an option to insure your order through their site. You could click an “Add Insurance” option during to check out. It would add (for example) $2 to insure every $50 worth of snus. If you buy the insurance and your order goes missing……….after a set number of day they will replace it and ship it for free.

Or they could do a simple flat charge on every order ($1 for every $50 worth of snus up to say $200). This would make the insurance pool bigger to draw from and would also mean that every order made was guaranteed. They could then limit the number of claims per customer per year (IP + mailing address + Credit card bank info)

Anyway I know this does not really help you........….I am just thinking out loud.

In your case…………I would recommend contacting GN (He makes Oden's snus and is a member here). You could Pm him. I know his company has been making a lot of inroads into Russia. He might be able to help you.

In the end, bro know we all feel your pain..................the last year or so has really been trying on the whole snus community (both customers and vendors alike)

Thank you)You know I can buy odens in the nearest shop..its ok,but i like Swedish Match a lot))