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I have had a TWSBI Eco for a few months now. Using it off and on as a daily writer. In the past month and a half or so, I hadn't used it at all. The ink in it had started misbehaving for some reason so I decided it was high time I cleaned up the pen. I disassembled the pen. While removing the piston assembly, I heard a slight cracking noise. Thinking nothing of it, I proceeded to flush the pen, clean the piston and barrel and then attempted to reassemble it. Everything came together fine except the piston knob. For some reason it wouldn't want to screw back in fully. With the piston fully retracted the knob wouldn't sit flush on the barrel. With the piston deployed, the whole piston assembly came loose. I was sure I had broken my pen. It took me two days to decide to write to TWSBI's customer service to ask for help. I thought I wouldn't hear back from them for a least a couple of days... 20 minutes later Philip Wang had written back, with a very reassuring message that started like: "I am not entirely sure what you did with your pen, but I can guarantee you that it is not broken". He then gave me a couple of tips, pointed me towards a video explaining how to put the pen back together. He also mentioned that, if all else failed, I could mail it to them to have it repaired, free of charge. I watched the video, figured out where I went wrong and was able to bring my Eco back to life. Seriously, TWSBI, congratulations and thank you for such a stellar after sales experience. I didn't expect such a speedy response and such engagement to help me repair my pen. This is the kind of customer experience that makes me want to keep on being a TWSBI customer.