Anytime I had a warranty service issue with a pen, I had to send my pen to the manufacturer incurring my own shipping costs. The manufacturer inspects the pen,and confirms if it is a defect or not, and then sends a replacement unit or offers to repair the defect. TWSBI went above and beyond to offer to send a free new nib no questions asked. Asking the OP to pay the nominal shipping fee for the nib is more than fair considering they did not require her to send the faulty unit back. If the OP didn't want to pay any shipping, then she should have pressed the retailer. In any industry standard purchase, if the retailer won't step up to help the customer, then the shipping costs to send the product to the manufacturer is the consumers responsibility. I don't know why the OP thinks in this case it should be any different. I really don't understand that logic. I will leave it there as obviously this is a fruitless exchange.
I understand your point and you're right, but not completely. The problem that we (as in general thread) cannot agree is the pen is defective out of the box. It should be repaired, exchanged or refunded under warranty. I don't know OP's jurisdiction but, in my country you cannot charge for warranty service and, in this case the burden is on the seller. If TWSBI don't allow them to handle the case, then the burden is on them.
I agree and understand "We take nibs from Jowo (and we buy so much that) we cannot control every one of them". However, if something is under warranty, you cannot charge them. This is against the law and, against the established norm around the warranty idea.
Let's consider an analogy. You buy a refrigerator. Seller's service guys bring it to your home and open the box. The thing is badly damaged and they simply say "Oh, as the seller we cannot handle this, please call the manufacturer." and leave. You call the manufacturer and they state that they cannot control every aspect of the shipping and they can happily send you another if you ship the refrigerator back to them on your expense and they cannot guarantee that the new one will arrive undamaged. How realistic is that?
Warranty exists for this exact reason. For a set period of time, the problem with the good is remedied free of charge unless there's a deliberate misuse and/or abuse of the good.
Since we are talking about nibs, sending pen to manufacturer under seller's expense for inspection and incurring costs later if there's an evidence of misuse is also understandable and acceptable.
However, playing hot potato with a good which's just out of the box is bad customer relation management at best.
TWSBI is not the only company tries to go above and beyond for their products.
- A Jabra dealer has refunded my money (since the product has been discontinued) after my expensive BT headset malfunctioned 3 days after warranty ends. They also didn't sent me my receipt. I only had an order number.
- Logitech sends replacement parts, free of charge if the item is a consumable (e.g. mouse glider pads). If the item is damaged or malfunctioned during warranty, they only want the USB plug and the attached label back. Nothing more. They send the replacement even before you post your USB plug. There're a lot of stories of exchanged items free of charge beyond warranty period for paint and other cosmetic problems. Again, they only want the plug and ship before plug arrives.
- Corsair has replaced my 8 years old RAM kit (all four modules) with two screenshots (order history and RAM test showing the fault). I've paid the shipping to NL, and they shipped free of charge with expedited air mail. The arrived modules were a newer version too.
So, while warranty and after-sales service experiences can vary, we can at least accept that a new nib unit or pen exchange wouldn't hurt the seller or TWSBI over a single incident. Then, you can earmark the customer behind the scenes if he/she makes repeated claims over time.