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#1 davidspitzer

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Posted 23 December 2008 - 21:30

I ordered a pump pen from him about 4 weeks ago - (i got it two weeks ago). the pen came with parts missing and and the NIB was broken. I emailed and called several times over the past 2 weeks with absolutely no response. Has anyone else purchased from Ackerman is this normal behavior? I really want to use the pen but can not


hmmm

any thoughts

I hope Ackerman looks at this thread and contacts me. All I want are the missing parts (NIB and Feed)

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Thanks,

David
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#2 Splicer

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Posted 23 December 2008 - 21:44

QUOTE (davidspitzer @ Dec 23 2008, 01:30 PM) <{POST_SNAPBACK}>
I ordered a pump pen from him about 4 weeks ago - (i got it two weeks ago). the pen came with parts missing and and the NIB was broken. I emailed and called several times over the past 2 weeks with absolutely no response. Has anyone else purchased from Ackerman is this normal behavior? I really want to use the pen but can not


hmmm

any thoughts

I hope Ackerman looks at this thread and contacts me. All I want are the missing parts (NIB and Feed)

crybaby.gif


My impression is that Charles is an honest and well-meaning guy who sometimes gets overwhelmed by all the stuff he has to do. Maybe that's just projection, though.

He's always been good about making sure that problems get solved, but a couple of times I've sent an email (after a volley of prompt responses) and not gotten any reply. A couple months ago he offered to make a feed for a specific pen if I sent one of the dip pens I was talking about. I replied gratefully and asked for his mailing address so that I could send him the pen. I'd actually ordered extra pens just for him. I never heard back from him with a mailing address, but honestly I never followed up either. Very possibly his mailing address is on the website.
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#3 davidspitzer

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Posted 23 December 2008 - 21:49

QUOTE (Splicer @ Dec 23 2008, 02:44 PM) <{POST_SNAPBACK}>
QUOTE (davidspitzer @ Dec 23 2008, 01:30 PM) <{POST_SNAPBACK}>
I ordered a pump pen from him about 4 weeks ago - (i got it two weeks ago). the pen came with parts missing and and the NIB was broken. I emailed and called several times over the past 2 weeks with absolutely no response. Has anyone else purchased from Ackerman is this normal behavior? I really want to use the pen but can not


hmmm

any thoughts

I hope Ackerman looks at this thread and contacts me. All I want are the missing parts (NIB and Feed)

crybaby.gif


My impression is that Charles is an honest and well-meaning guy who sometimes gets overwhelmed by all the stuff he has to do. Maybe that's just projection, though.

He's always been good about making sure that problems get solved, but a couple of times I've sent an email (after a volley of prompt responses) and not gotten any reply. A couple months ago he offered to make a feed for a specific pen if I sent one of the dip pens I was talking about. I replied gratefully and asked for his mailing address so that I could send him the pen. I'd actually ordered extra pens just for him. I never heard back from him with a mailing address, but honestly I never followed up either. Very possibly his mailing address is on the website.


I sent him three emails and left a voicemail since the 12th (insert cricket noise here). I understand we all get behind, i am just anxious to use the pen. I am normally patient but it now seems to be crossing the line for patience. Perhaps after Christmas will bear fruit

Thanks,

David
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#4 davidspitzer

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Posted 24 December 2008 - 16:48

QUOTE (Splicer @ Dec 23 2008, 02:44 PM) <{POST_SNAPBACK}>
QUOTE (davidspitzer @ Dec 23 2008, 01:30 PM) <{POST_SNAPBACK}>
I ordered a pump pen from him about 4 weeks ago - (i got it two weeks ago). the pen came with parts missing and and the NIB was broken. I emailed and called several times over the past 2 weeks with absolutely no response. Has anyone else purchased from Ackerman is this normal behavior? I really want to use the pen but can not


hmmm

any thoughts

I hope Ackerman looks at this thread and contacts me. All I want are the missing parts (NIB and Feed)

crybaby.gif


My impression is that Charles is an honest and well-meaning guy who sometimes gets overwhelmed by all the stuff he has to do. Maybe that's just projection, though.

He's always been good about making sure that problems get solved, but a couple of times I've sent an email (after a volley of prompt responses) and not gotten any reply. A couple months ago he offered to make a feed for a specific pen if I sent one of the dip pens I was talking about. I replied gratefully and asked for his mailing address so that I could send him the pen. I'd actually ordered extra pens just for him. I never heard back from him with a mailing address, but honestly I never followed up either. Very possibly his mailing address is on the website.


i left him a voicemail yesterday again and another email no response still...

Thanks,

David
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#5 The Doodler

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Posted 24 December 2008 - 17:11

I've dealt with Charles before and he's been very good at times, but getting in contact with him can be a challenge. Be patient and keep trying. I have several of his pens and perhaps I can offer replacement parts at cost if you'd be interested.

#6 lapis

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Posted 24 December 2008 - 19:54

I hope that that he is not affilliated with Josef Ackermann (note the two [2] ns) -- the big boss of the biggest German bank -- who does everything he can to save himself 13 million a year!

Queer

Edited by I am not a number, 26 December 2008 - 20:26.

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#7 jmkeuning

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Posted 24 December 2008 - 20:01

I paid for my Ackerman pen on Nov. 8, 2008.

I have neither seen nor heard anything from anyone.
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#8 davidspitzer

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Posted 24 December 2008 - 20:22

QUOTE (jmkeuning @ Dec 24 2008, 01:01 PM) <{POST_SNAPBACK}>
I paid for my Ackerman pen on Nov. 8, 2008.

I have neither seen nor heard anything from anyone.



he seems to be challenged with responding to people ironically this is on his website... (I quote)

"If you order a Pump Pen, and it doesn't seem to work for you, tell us and see if we can fix the problem. You might need more information about how to use the pen. We might be able to adjust the pen for your specific needs, We work hard to give you the right pen you can use."
Thanks,

David
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#9 Splicer

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Posted 25 December 2008 - 01:09

QUOTE (davidspitzer @ Dec 24 2008, 12:22 PM) <{POST_SNAPBACK}>
QUOTE (jmkeuning @ Dec 24 2008, 01:01 PM) <{POST_SNAPBACK}>
I paid for my Ackerman pen on Nov. 8, 2008.

I have neither seen nor heard anything from anyone.



he seems to be challenged with responding to people ironically this is on his website... (I quote)

"If you order a Pump Pen, and it doesn't seem to work for you, tell us and see if we can fix the problem. You might need more information about how to use the pen. We might be able to adjust the pen for your specific needs, We work hard to give you the right pen you can use."


In his defense, user error is a common problem. Many of the people that today love the pump pen had trouble with it when they started. There's a reason he developed the "perfect feed" where he customizes the feed for what pen you want to use with it. A slight difference in shape or materials can mean a huge difference in flow. So while yes you can pull out the pen and stuff your favorite pen in, it might or might not work how you expect. Also, lots of people put their fountain pen inks into an Ackerman. Charles has a special feed for use with fountain pens, otherwise your experience will be that the ink runs right through and goes all over your work.

I'm not saying that this is your situation: obviously being missing the pen and the feed is NOT user error. I just mean that his statement there addresses real issues.

Also: not to say it isn't his fault for not getting back to you. Certainly he should have gotten back to you weeks ago. But I wouldn't expect to hear back this week. A lot of people take vacation around this time of year, and Charles may be one of them. I don't know, but I suggest giving him the benefit of the doubt and let your anger level stay where it was on Friday until Monday, and then start getting angrier again.

I might wonder if your emails are ending up in his spam filters, but the voicemail should have been a tipoff for him.

Jim, I don't know what to say about your situation. Clearly you need to get your pen.

Edited by Splicer, 25 December 2008 - 01:13.

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#10 jmkeuning

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Posted 25 December 2008 - 01:46

Yeah, I'm not in a hurry. I just posted here to state the facts.

If the guy is with his family, that is more important than pens.
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#11 davidspitzer

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Posted 26 December 2008 - 16:52

As deduced on earlier in this thread Ackerman was just busy for the holidays.

I want everyone to know that he is sending me two pens and a mailer to send back the defective pen. He wants me to take my pick of the two new pens and send the other back.

I wanted to note the good customer service spirit in this gesture. Things happen, people get busy. But this is good service recovery. It is like getting bad food at a restaurant - it happens. But if they make you pay for the bad food then you will never eat there again. If they comp your meal, in my book all is forgiven as anyone can have an "off day"

So thankyou Mr. Ackerman for the generous comp. You will see repeat business.

David
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#12 Titivillus

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Posted 26 December 2008 - 16:55

Thanks for the whole story. It's nice when it works out in the end.

Kurt

#13 rbanks

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Posted 26 December 2008 - 20:17

Thanks for letting us know the whole story. So often we get upset about something and tell everyone about the problem and then don't let them know the outcome, whatever that may be. I appreciate you completing the story for us, especially when it has a good ending.
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#14 davidspitzer

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Posted 26 January 2009 - 17:42

interesting subscript - after multiple more emails -still no pen - every so often I get a stray email with more promises - here is the last one (after i wrote him and said it doesn't look like I'll ever see my pen and that while his pen looked liked a good product his customer service was really flaggng)

You are absolutely right, and I'm close to solving the customer service problem, but I'm not there yet.

I'm struggling to meet orders and also finish development on a new model - don't worry, we'll up grade you for free. Keep this message as proof.

I figure by March I'll be "out of the woods", but it's going to be a slog to March. Customer service sucks. I wouldn't buy from myself. But people keep on buying, so I will have a lot of thanks-making to make up for when I get this going full bore,.

Thanks for your patience, you moved to the head of the line, and I'll confirm shipment.

Sincerely, Charles Ackerman
Ackerman Pens


I ordered in the beginning of December - I'll update everyone as the saga continues - I know others have ordered from him and are waiting for their pen - be aware you may be in for a long wait...
Thanks,

David
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#15 davidspitzer

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Posted 27 January 2009 - 23:28

QUOTE (davidspitzer @ Jan 26 2009, 10:42 AM) <{POST_SNAPBACK}>
interesting subscript - after multiple more emails -still no pen - every so often I get a stray email with more promises - here is the last one (after i wrote him and said it doesn't look like I'll ever see my pen and that while his pen looked liked a good product his customer service was really flaggng)

You are absolutely right, and I'm close to solving the customer service problem, but I'm not there yet.

I'm struggling to meet orders and also finish development on a new model - don't worry, we'll up grade you for free. Keep this message as proof.

I figure by March I'll be "out of the woods", but it's going to be a slog to March. Customer service sucks. I wouldn't buy from myself. But people keep on buying, so I will have a lot of thanks-making to make up for when I get this going full bore,.

Thanks for your patience, you moved to the head of the line, and I'll confirm shipment.

Sincerely, Charles Ackerman
Ackerman Pens


I ordered in the beginning of December - I'll update everyone as the saga continues - I know others have ordered from him and are waiting for their pen - be aware you may be in for a long wait...



I sent him three more emails to see if they shipped or not - he has dropped off the grid again - no reply

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David
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#16 drawline

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Posted 28 January 2009 - 00:22

I also think he seems to be a well meaning and honest guy, he should just be a bit more up front with the almost given slow turnaround for orders - maybe employ some sort of queu even. When I ordered two pens a few years back I think it took two months or more for him to even send it, after a nag letter or two.

#17 jmkeuning

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Posted 28 January 2009 - 02:10

I'm still waiting too. Answers to emails, but not much more.


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#18 davidspitzer

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Posted 28 January 2009 - 16:48

QUOTE (jmkeuning @ Jan 27 2009, 07:10 PM) <{POST_SNAPBACK}>
I'm still waiting too. Answers to emails, but not much more.


I think at this point i might try a daily email - maybe if he sees my name enough he'll stop by the post office and send out my pens
Thanks,

David
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#19 OldGriz

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Posted 28 January 2009 - 16:56

QUOTE (davidspitzer @ Jan 28 2009, 11:48 AM) <{POST_SNAPBACK}>
QUOTE (jmkeuning @ Jan 27 2009, 07:10 PM) <{POST_SNAPBACK}>
I'm still waiting too. Answers to emails, but not much more.


I think at this point i might try a daily email - maybe if he sees my name enough he'll stop by the post office and send out my pens


From this line in his email to you "I'm struggling to meet orders and also finish development on a new model - don't worry, we'll up grade you for free. Keep this message as proof.
I figure by March I'll be "out of the woods", but it's going to be a slog to March. Customer service sucks. I wouldn't buy from myself. But people keep on buying, so I will have a lot of thanks-making to make up for when I get this going full bore,." it sounds like he is intending to upgrade you to the new model that is coming out in March.... that might be why you have not received the other pens....
The new model may very well be a big improvement over what he has been selling.

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#20 davidspitzer

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Posted 28 January 2009 - 19:23

QUOTE (OldGriz @ Jan 28 2009, 09:56 AM) <{POST_SNAPBACK}>
QUOTE (davidspitzer @ Jan 28 2009, 11:48 AM) <{POST_SNAPBACK}>
QUOTE (jmkeuning @ Jan 27 2009, 07:10 PM) <{POST_SNAPBACK}>
I'm still waiting too. Answers to emails, but not much more.


I think at this point i might try a daily email - maybe if he sees my name enough he'll stop by the post office and send out my pens


From this line in his email to you "I'm struggling to meet orders and also finish development on a new model - don't worry, we'll up grade you for free. Keep this message as proof.
I figure by March I'll be "out of the woods", but it's going to be a slog to March. Customer service sucks. I wouldn't buy from myself. But people keep on buying, so I will have a lot of thanks-making to make up for when I get this going full bore,." it sounds like he is intending to upgrade you to the new model that is coming out in March.... that might be why you have not received the other pens....
The new model may very well be a big improvement over what he has been selling.



I suggested he should hire a teen to box, address and ship his pens - if the demand is that high then it should help him to get over his hump, plus gainfully employee a young adult
Thanks,

David
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