Great Sheaffer Customer Service.

[Bill Nick]

I want to let other members know about the great service I got from Sheaffer today.

 

I posted recently about an Imperial gold-filled fountain pen and ballpoint set that I bought used and was delighted with. I had no interest in the ballpoint but after the fountain pen cleaned up so well I had a go at it also and got exactly the same result, it came up like new.

 

I've attached a phone photo but it's not too clear. What appears to be tarnish or dark discolouration at the tip of the pen is a reddish tone from the sunset coming in my window (how romantic), the whole pen is a uniform colour the same as the top .

 

The original "conical with ears" refill was completely dried up and a bit of research told me to expect problems replacing it, even with the "correct" Sheaffer K refill. From Sheaffer's website I contacted the Asia Pacific Sales Manager, Owen Keating, about likely problems and he replied that the K refill should fit and function properly without alteration and directed me to Sheaffer's Bangkok outlet.

 

His use of the word "should" was not really what I wanted to see so I emailed him again for confirmation that it would fit. His response was to offer to send me 2 refills, black and blue, free of charge, and he followed that up by copying me on his instruction to Sheaffer's distributor to send the refills to me.

 

So full marks to Sheaffer for their (Owen Keating's) first class customer service, you don't get a lot of that these days and thanks to Mr Keating in particular.

 

My plan is to try them when they arrive here and if they function properly I will ask for an invoice to pay for them, if they don't work, well, I don't know...start hacking them about, I suppose.

Edited September 14, 2017 by BillNick

[mitto]

Good to hear Sheaffer is still alive and breathing.

 

Happy for you.

[Bill Nick]

Good to hear Sheaffer is still alive and breathing.

 

Happy for you.

 

No one else seems bothered though!

 

For anyone who may be interested, I received the two K refills form Sheaffer today and they operate exactly as the original even though the end pieces are not shaped the same. No trimming or transferring of the original "eared" end piece on to the new ones was necessary.

 

I'll ask Sheaffer to invoice me now, seems the right thing to do as they did the right thing also.