Issues With Faber Castell Customer Service

[cpmcnamara]

So a few weeks ago I was about to post about my great success with Faber Castell pens. I am hesitant at this point given a recent interaction with their service. I own a number of fc pens (gvfc Classic, 3 ondoro, and now 1 e-motion).

 

The emotion is a smooth writer, but it has clear feed problems. While writing, the pen occasionally stops and will not restart without priming the feed.

 

I do not believe any pen over $50 should require feed priming, but I understand issues happen. I contacted FC customer support expecting a simple nib swap. Instead, I was told that the pen would be subject to repair costs because it was likely that Pilot Iroshizuku ink damaged the feed. What!? If a well respected ink like Iroshizuku could damage the feed, then they should be ashamed of themselves for selling such a pen!

 

We will see if they end up charging me for this repair, but if they do then I can no longer recommend this brand...sadly.

Edited July 19, 2018 by cpmcnamara

[jar]

The issue is almost certainly not with the nib, the feed or the pen itself but rather the user.

 

A classic Id10T situation.

 

First, switch to cartridges and watch the issue go away.

 

Once that is done, flush the converter with a solution of warm water with one drop of dish detergent added. Test to make sure that fixed the problem with your converter.

 

If the issue remains, replace the converter.

[cpmcnamara]

The issue started with cartridges, and I used a pen flush after so not sure if detergent is going to help. Happy to try though. The anger was less about the pen and more about being told that I ruined my pen by using regular fp ink.

[jar]

The issue started with cartridges, and I used a pen flush after so not sure if detergent is going to help. Happy to try though. The anger was less about the pen and more about being told that I ruined my pen by using regular fp ink.

If the issue started with cartridges it was likely not Pilot Iroshizuku ink and at least Pilot Iroshizuku ink that had been in some foreign container. In that case there certainly is at least a possibility of contamination.

 

What you were told is absolutely reasonable.

 

No manufacturer can test it's products with all the various inks out there and inks definitely vary greatly in flow characteristics.

 

Relax. The issue really sounds like classic vapor lock, a surface tension issue. A tiny tiny tiny amount of surfactant will almost certainly solve your problem.

[cpmcnamara]

Just to be clear - I was told that the pilot ink likely damaged the feed. That does not seem reasonable to me. But I appreciate your help - Ill try the detergent method before sending anything in.

[jar]

Just to be clear - I was told that the pilot ink likely damaged the feed. That does not seem reasonable to me. But I appreciate your help - Ill try the detergent method before sending anything in.

Try this.

 

Take a wood tooth pick.

 

Dip it in some dish detergent the wipe it off. Stick the tooth pick briefly into the ink in the converter. Problem should go away.

[peterhof3]

Thanks for this tip, not exactly the same issue as OP, but was getting a bit of ink starvation, this solved it.

[jar]

Thanks for this tip, not exactly the same issue as OP, but was getting a bit of ink starvation, this solved it.

Welcome home. Pull up a stump and set a spell. Just remember not to use too much dynamite.

[Brianm_14]

". . .I was told that the pen would be subject to repair costs because it was likely that Pilot Iroshizuku ink damaged the feed. What!? If a well respected ink like Iroshizuku could damage the feed . . ."

 

So, what ink does the pen maker suggest be used in place of the Pilot ink? Hmm. I wonder. That is a critical question here. I presume if a Faber-Castell ink product had been used, their customer service would have had a very different answer? Am I not correct? Too bad that point was not put forward, or otherwise tested. It would interesting to know if all ink products are deemed "destructive".

 

F-C is skirting or crosding a well-established legal line here. They cannot directly -or indirectly in this instance-force a customer to use only their ink, no more than Hyundai can force me to buy their idiotically expensive brand of oil or transmission fluid when I am making a fluid change. I simply have to use a fluid which is generally recognized as an equivalent to their Hyundai product. Yes, it helps that there are industry stadards, but they are not as clear as many think (and I know a great deal about lubricant chemistry as a chemist). But Hyundai can't pressure me in this unfair manner. Or so says the the FTC.

 

While it is nice that a solution to the flow issue was found, it does not fix the problem with awful F-C customer service (or, frankly, with what seems to me the overtly patronizing attitude displayed in the replies given to the OP -he is neither an idiot, nor a child). The customer service response betrays the the very name of this supposed "service" -it was inadequate, at best, and likely crosses a legal line. And it sucks as support for a product.

 

I have a two F-C pens on their way to me now. I certainly expect actual service if I have an issue with a product they market legally in this country (I did NOT buy "grey market" goods for a reason), or I will not bother the FTC myself. My congressperson will. I've been down this route before, and I know now to start at a level that will get attention from the very start. That's how representation is supposed to work.

 

Glad one issue was resolved, and the pen works. But a second one remains: legal point aside, I cannot see why such unacceptable customer service is lauded as the norm on a forum such as this one. It needs to be called out, and loudly so.

[Brianm_14]

"What you were told is entirely reasonable."

 

Really? That is entirely unreasonable. I would not take umbrage, except for the tone of superiority from which that statement was proffered to the OP.

 

It is a shame, because I have long admired and respected your expert advice.

Edited October 5, 2018 by Brianm_14

[Brianm_14]

Just to be clear - I was told that the pilot ink likely damaged the feed. That does not seem reasonable to me. But I appreciate your help - Ill try the detergent method before sending anything in.

I am with you. That does not seem reasonable to me, either, my friend! People with great expetince in these matters, such as Richard Binder, do not seem to rank such Pilot inks as ranking with nuclear waste -or highly-saturated inks, or iron gall inks.

[MYU]

Pilot Iroshizuku ink is excellent. There's nothing wrong with it.

 

There is a chance your feed just needs a very thorough cleaning. If you're an avid fountain pen owner, get yourself an ultrasonic cleaner. This will take a feed you think is clean and manage to dislodge dried ink from it.

 

The detergent tip is also a useful one. But declaring someone an "Id10T" (clever way to hide the insult) is absolutely not. An apology should be tendered to the OP for that one.