The Value Of Customer Service

[McWaterjet]

I have had a TWSBI Eco for a few months now. Using it off and on as a daily writer. In the past month and a half or so, I hadn't used it at all. The ink in it had started misbehaving for some reason so I decided it was high time I cleaned up the pen.

 

I disassembled the pen. While removing the piston assembly, I heard a slight cracking noise. Thinking nothing of it, I proceeded to flush the pen, clean the piston and barrel and then attempted to reassemble it. Everything came together fine except the piston knob. For some reason it wouldn't want to screw back in fully. With the piston fully retracted the knob wouldn't sit flush on the barrel. With the piston deployed, the whole piston assembly came loose. I was sure I had broken my pen.

 

It took me two days to decide to write to TWSBI's customer service to ask for help. I thought I wouldn't hear back from them for a least a couple of days...

 

20 minutes later Philip Wang had written back, with a very reassuring message that started like: "I am not entirely sure what you did with your pen, but I can guarantee you that it is not broken". He then gave me a couple of tips, pointed me towards a video explaining how to put the pen back together. He also mentioned that, if all else failed, I could mail it to them to have it repaired, free of charge.

 

I watched the video, figured out where I went wrong and was able to bring my Eco back to life.

 

Seriously, TWSBI, congratulations and thank you for such a stellar after sales experience. I didn't expect such a speedy response and such engagement to help me repair my pen. This is the kind of customer experience that makes me want to keep on being a TWSBI customer.

 

 

[graystranger]

One reason I LOVE TWSBI - both pens and company. How can Philip Wang answer emails so quickly? Even on weekends.

 

Maybe there are multiple Philip Wangs, he's been cloned!

[HoosierGeek]

I've also emailed with a concern and received an almost instant reply. I had worried something was wrong with my Vac Mini because the plunger doesn't have that extra piece on the end - the one that can be removed to keep it from sealing? Anyway, he said that they had made a manufacturing change in the Vac Minis and it no longer had the extra piece. Makes sense, since it seals just fine without it.

 

I'm really happy with TWSBI, pens and customer service. I'm trying to decide whether I want a Diamond 580 (not the AL) or a TWSBI Mini next - the pink 580 and the lime green Eco just don't do it for me.

[WaskiSquirrel]

I think excellent customer service is what enabled TWSBI to survive its early days with all the cracking and other issues. Their excellent customer service is why people gave them a second or third or even fourth chance.

 

Now, they are becoming a very good pen company, but still with that excellent customer service.

[mbankirer]

I fully agree with the postings here. Customer Service is key and TWSBI is exceeding expectations.

 

I like the comment about cloning Phillip Wang...he responds so quickly! There may, indeed, be multiples!

[bobje]

The community we have is truly something to be thankful for. Imagine being able to write to Walter Sheaffer and receive a response within hours, or pick up a special edition ink at a pen show from Lewis Waterman.

[Runnin_Ute]

I have had a similar experience when the cap on my 580 cracked near the top where the clip attaches. Quick response and it was a holiday weekend to boot! (Labor Day)