Nonexistent Service (Web Site Email)

[Shannon]

I recently contacted Waterman through their web site hoping to exchange a nib on a brand new pen. It's been about three weeks and no response.

 

This isn't the first time that this has happened: I needed information about a repair and contacted Waterman through their Facebook page. i got an immediate response directing me to their web site. Again, no response. Sigh.

 

Anyone have suggestions or a contact that I can use to find out about exchanging a nib?

 

Thanks.

[RMN]

I don't know for sure how this works in the US, but AFAIK all nib exchanges were done through the French service centre. And the problem is, the French service centre was recently closed, and a new one opened in Poland, with a lot of the old French employees without a job.

 

So now all exchanges will have to go through Poland, I gather.

And I heard they got a lot more strict, only an unused nib would be exchanged. They must be able to resell your old nib.

I am not sure how this all will work out in the future.

 

So it could be possible your pen is lost in transition (between France and Poland??)

 

And personally I never have much faith in companies Facebook-sites for official things.

 

 

D.ick

[Left FPN]

PM sent

[sciumbasci]

Service Centre relocated, but are the Waterman still made in France?

[encremental]

I am in the middle of a Centennial nib exchange with Parker at the moment, and all the emails etc are from Newell and use the same address ( FW UK (sas.uk@newellco.com) as when I got a stub for a Carene, so I presume the same criteria apply.

 

To exchange a nib, Newell wanted:

 

a: proof of purchase to show that the pen had been bought in the last 30 days

b: addresses/ telephone numbers etc

c: a photograph of the pen

 

They said the nib had to be immaculate and able to be resold, otherwise I would be given a quote for a new nib. On the plus side, they also emailed a UPS prepaid label, which was not previously the case. They have now accepted the pen for a nib exchange, but the Fine Italic I want is on back order ..., Oh, and the service centre is still in France at the moment, or at least that's where the pen was sent to.

 

John

Edited July 1, 2016 by encremental

[twdpens]

Can you ask the retailer from whom you bought the pen for assistance? Parker/Waterman nib exchanges (in Europe at least) are reasonably slick and all retailers are supplied with repair bags for the purpose.

 

HTH,

 

Martin

[RMN]

Can you ask the retailer from whom you bought the pen for assistance? Parker/Waterman nib exchanges (in Europe at least) are reasonably slick and all retailers are supplied with repair bags for the purpose.

 

HTH,

 

Martin

 

Hi Martin, did you have any actual nib-exchanges done AFTER the relocation???

 

I know it went smooth enough before!

 

D.ick

[twdpens]

 

Hi Martin, did you have any actual nib-exchanges done AFTER the relocation???

 

I know it went smooth enough before!

 

D.ick

Hi D.ick,

 

When did the service centre move?

 

Martin

[Left FPN]

I had recent dealings with Customer Service and can only commend their performance. My emails were answered within a few days and the item was despatched from France. The CS person I normally dealt with has either moved or is no longer with the company and the new person has been just as helpful. My emails were answered out of a UK based office (SAS UK) or at least the phone numbers were UK.

[RMN]

Hi D.ick,

 

When did the service centre move?

 

Martin

 

I was told they relocated to Poland end of May, I think.

 

 

D.ick

[twdpens]

Ah, in that case we've done quite a few since then. No change in the service that I have noticed.

 

Martin

[RMN]

I feared problems, but it sounds like my fears were unwarranted.

 

D.ick

[Old_Inkyhand]

I have sent a polite message through the French site, both in English and in French. Quite a few months have passed and I haven't received any response yet. I finally figured out the issue without their help, so this is not a big problem, but it was a bit disappointed.