Caran D`ache Repair Service Response Time

[rochester21]

Hello everyone. Would like to hear a few opinions related to this. So last month i bought a Caran D`Ache Ecridor XS with no papers and discovered a leak at the nib ring. I tried to figure out if i can pull the nib and feed out so i can inspect the damage, but i didn`t want to further damage it, so i sent an email to Caran D`Ache asking for instructions on how to disassemble the pen.

 

I got a reply a few hours later from a lady called Nadia Hostettler Mulletti, who said quote "You receive this fountain pen in a box and down is an owner’s guide book. Inside this book you have all the information regarding our FP." I was so upset by this reply that i immediately wrote back asking her if her intention was to be rude to me and her next reaction was to ask me to take the pen to the local Caran D`Ache Store to have a look at it, which i did.

 

So the following day i go to the store where this girl says that the nib is defective. I tried to explain that the nib was fine, and that the pen writes just fine, but is leaking, at which point she told me i had to wait few hours for her colleagues to arrive at the store(she was alone at the time). So i waited two hours, after which i was eventually told that they were not authorised in any way to mess with the pen, and that i have to send it to Geneva. So i signed a document and was told that they were going to call me in about two weeks`s time.

 

This happened on september 27, so it`s been nearly a month. I was wondering if this sort of experience(or should i call "adventure"?) is a normal thing and what sort of trouble should i expect next? I`m going to wait a few days and send another email, but in the mean time i just wanted to share my experience with you and maybe benefit from some advice.

 

The only thing i can say right now is that i`m really not impressed with Caran D`Ache Customer service.

Edited October 21, 2016 by rochester21