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Not Impressed By Conway Stewart Service Promiseconway stewart guarantee
Posted 18 April 2014 - 20:45
The starting line reads as follows:
"Conway Stewart provides a full service pen repair and restoration for our modern writing instruments made from 2005."
My experience has been exact opposite. Conway Stewart has totally disregarded my requests. This action of taking no notice whatsoever of a customer's request is incredible. Even more upsetting is Conway Stewart's website talks about the virtues of its past, it prides itself of its pen craftmanship and service.
I have sent two emails over to both US and UK Conway Stewart addresses requesting service. I have patiently waited but no acknowledgement at all from Conway Stewart. I have also called the numbers provided but no one picks up the phone.
Any suggestions is much appreciated.
Posted 18 April 2014 - 21:41
When my Winston was damaged some time ago I had no problems, they did repair it perfectly (part new cap, part barrel repair). This was handled through my B&M shop.
Freedom exists by virtue of self limitation.
Posted 19 April 2014 - 03:54
Posted 19 April 2014 - 09:44
Where do you live? Where did you buy your CS? Did you mail Mary?
Freedom exists by virtue of self limitation.
Posted 19 April 2014 - 11:18
None of my CS pens have ever had any problems. Good luck with getting yours fixed; I find Mary very helpful in all of my dealings with her.
Posted 19 April 2014 - 11:58
Not knowing how long you have waited? This past week with Easter, holidays, etc. has brought slower customer response in many areas of the world. Also, sometimes emails get lost in digital space. Phone, cannot answer that.
Posted 19 April 2014 - 18:08
Edited by duvadie, 19 April 2014 - 18:10.
Posted 19 April 2014 - 18:27
Strange when they pride themselves and I have only heard good things regarding their service. Hope you get this issue sorted promptly.
''You can't stay in your corner of the forest waiting for others to come to you. You have to go to them sometimes''. A A Milne
Posted 19 April 2014 - 22:12
Dear Mr. Ashish Duvadie,
I was copied into your message that was sent to the factory 'repairs' email address on April 15 and assumed that a member of staff from the factory had responded. I apologize for not following up on your message that was sent to the UK.
I notice through your FPN image that you are located in Canada and Conway Stewart has a distributor in Canada - Ambiente.
May I please suggest that you forward your pen to Ambiente so that they can send your pen to the UK for repair. I have detailed below their contact information for your convenience.
Posted 19 April 2014 - 23:40
Thank you for the reply. I will send the fountain pen to the address as you have suggested. Would you please also advise me on how would I order a new pen from Conway Stewart in Canada? I have one in mind.
Ashish Duvadie, Barrister
Posted 21 April 2014 - 07:04
Several pen shops in Canada stock CS, the ones I know of are Laywine's in Toronto, Phidon in Cambridge, and Stylus Fine Pens in Edmonton. I'm sure there are others too. If you contact Ambiente they should be able to tell you if there are any stores in your area carrying CS pens, also it would probably be best to contact Ambiente before sending your pen to them.