Dec 22, 2009

Special Offers, Issues, Happy Holidays!

Dear SwedishSnus.com customers,

once again a warm welcome from Mysnus AB!

Unfortunately, the transition in November did not work out as smooth as expected and we are sincerely sorry for that. However, things are now up and running and we feel very ready to assure a good service level. Because of these inconveniences, we decided to run a couple of special offers which will be valid through December and January. We hope you'll like them:

When you buy 20 cans of General Onyx, you will receive one pair of General cufflinks for free. (Please note that this offer is limited to one pair per order)
Buy 10 cans of General Portion and you will receive 2 additional cans for free. This offer is even repeatable!
The same with Nick & Johnny Black: Order 10, get 2 additional cans for free! Repeatable, too.

Please note that we won't be able to ship on the holidays 24th and 25th of December, as well as 1st and 6th of January 2010. All other working days, we will process your orders as usual.

Remaining issues:

There's a few things we are still working on at the moment. We are asking for your patience and kindly request you to contact our customer service (best by Email) if you should experience any troubles.

US-Dollar Acceptance for American Express

We are still awaiting a go for our multi-currency account from American Express. We planned for this to be ready quite some time ago, but as it seems, it takes them longer as expected. We are however sure that we will eventually be able to process US-Dollar transactions for American Express still this year!

Acceptance of other Credit Cards, such as Diners and JCB

Credit card companies have become very sensitive when it comes to e-commerce and tobacco. Therefore we are not sure whether we will be able to offer JCB-acceptance any time soon again. We are however positive that we can have Diners up and running very soon.

Non-Receipt of Emails

Some customers reported that they did not get our order confirmation Email. This may be due to the change of mailservers, which in addition to the html-Emails caused some mail clients to treat our Emails as SPAM. This is highly unfortunate and we are still looking into this at the moment. However, if you should not have received an order confirmation and you are unsure whether your order has been processed, you may simply login to your account and view the status of your order any time.

The same holds true for the receipt of your Emails. It seems that some of the Emails you sent in the beginning did not make it through to us. Therefore, in case there should still be any open issues, please be so kind as to get back with us once again.

Login Problems

Some customer reported that they have difficulties to log in to their accounts. Please note that you may use your Email-Address as username when you login. In case you don't remember your password, you may request a new password to be sent to your Email-Address. If this still is not doing the trick, please contact our customer service by Email and they'll assist you.

Telephone Customer Service

We have not been aware of the extend of the need for telephone customer service. Because we now realized that this is something you appreciate, we will have a new fixed line phone as well as a dedicated customer service person in place right with the start of 2010.

Mailorder-Service

Please note that we are no longer able to process orders submitted by Email. The reason is that new credit card laws do no longer allow for customer credit card data to be stored on file or on a company server. This is due to the increased occurence of fraud with credit cards worldwide. [On a more personal note: Some days ago I received a call from my bank telling me that there has been an attempt to buy gas at a station in the US using my credit card. Interestingly, I was in Stockholm at that time and my credit card was with me. You see, after all I think this new credit card law is good as it was established to protect all of us from fraud.] Customers who used to order by Email, please place your future orders through www.SwedishSnus.com. With the exception of those who have an existing balance with Swedish Match or those who have already transfered the money. Those please contact Silvia Billstedt at silvia.billstedt@swedishmatch.com or tel: +46 31 80 86 67 to arrange for the money to be transfered to Mysnus AB.

I once again apologize for the inconveniences that you may have experienced lately. But I believe that things are running pretty smooth now and that we are able to provide a fully satisfying service from here. In the name of the whole SwedishSnus.com team, I would like to thank you for your loyalty and wish you and your families a

 

Merry Christmas and a Happy New Year!

 

Sincerely,

Armin Sachs
CEO Mysnus AB