parker warranty and customer service

[georges zaslavsky]

Hi everyone

 

I was offered a Green Marble Duofold for my 24th anniversary in 2002. All went good except that in 2005, the pen started to leak abnormally and the cap started to break. I then went to the shop where the pen was baught and asked for a new cap and new pump because mine was faulty. The cap was changed as was the pump but my nib which was a marked medium sized one was changed by a non marked faulty fine sized one. :bonk: And worst of all is that I was charged despite the liftetime warranty :bonk: I decided not to give up and went back to the store the 23rd december 2006 for having my pen correctly repaired. Here is the discussion with the pen salesman of this store.

The pen salesman: Good morning sir

Me: Hi. I would like to have my Parker repaired for free and correctly. Because the last time I sent it to repair, Parker France changed my nib when I never asked that and charged me when there was no reason to. The way Parker is treating some of its customers for example charging them because of a faulty nib is not excuseable. Can you explain me why I was charged?

The pen salesman: Parker changed the nib because they thought it was faulty and when an item is the result of abuse or use so they charge it .

Me: but I never asked my nib to be changed. So now what I am asking is a new medium marked sized nib for free. Try my Montblanc 146 and My Duofold and you will see that the Duofold doesn't glide on paper as it should.

The pen salesman tried both and admitted: sir I am sorry that such a disagreement was caused to you, we will do our best to solve this matter. We will keep you informed as soon as possible.

Me: Ok but precise parker that I will not pay a nib exchange because the former nib was faulty and it was a vice of manufacturing

 

Well this leads me to ask you questions about parker 's warrnty and customer service:

 

- have you ever been charged for a repair by parker despite the lifetime warranty?

- have you ever been subject to bad repair by parker?

- is parker customer service flawless in your country?

 

Thanks for the help

 

regards

 

georges

 

p.s: Don't get me wrong I do like Parker pens a lot but when a warranty is given by a manufacturer I expect the manufacturer to plainly fullfill and execute his involvement without any opposition about the warranty in question.

[georges zaslavsky]

Hi

 

Time to tell you at which point is the story. yet The shop where the pen was baught called me Friday and told me that Sanford would exchange the nib for 50€ instead of 75€ initially. I said that I disagree and that I am not going to pay for a repair because the previous one was clearly faulty, so the shop gave me the phone number of Sanford France and asked me to call them (sanford) tomorrow in order to see directly the problem with them. I wonder who else here had such problems with Sanford :bonk:

 

regards

 

georges

Edited January 14, 2007 by georges zaslavsky

[fibreglass_works]

"lifetime warranty" to Parker Means OK "I will do your pen " lifetime warranty" As long as i have the parts BUT that does not mean YOU don't pay???????.

 

I have this problem with My P75 rainbow, P75 Clip ball point and My P65 fountain pen. it seem that It No longer a " lifetime warranty" anymore.

You will be surprise that they tell you No parts Pending.???????

I suggest you visit them or write them your concrnes and instruction of your needs. Talking to a sale person is only a sale talk and when you turn around message to the techical side are all wrong......

[georges zaslavsky]

Got the responsible of the after sales services at Sanford France and she said me that for a nib exhange it always costs money and if a repair was badly done it should be signalled immediately as well as for a faulty nib when you buy the pen it should be signaled within the two months of the pen purchase. So it is fair to say that Parker lifetime warranty is not a lifetime warranty.

Edited January 15, 2007 by georges zaslavsky

[WilliamK]

So far, I've not received any indication that I'm going to be charged for the Sonnets that I've sent in for service over the last months. However, I sent them in with copies of my sales receipt within a week or two of making the purchase.

 

The customer service person at Sanford said that if I wanted to do a nib exchange, it would need to be done within 60 days of purchase to avoid a charge.

 

That's very strange that your nib was changed without you requesting it.

[georges zaslavsky]

So far, I've not received any indication that I'm going to be charged for the Sonnets that I've sent in for service over the last months. However, I sent them in with copies of my sales receipt within a week or two of making the purchase.

 

The customer service person at Sanford said that if I wanted to do a nib exchange, it would need to be done within 60 days of purchase to avoid a charge.

 

That's very strange that your nib was changed without you requesting it.

My case was different. I had no probs with my parker that was originally purchased in 2002 but which started to create me probs in 2005. In 2005, the pen began to leak, I went to the shop where it was purchased and ask them to change the converter and see why the pen was leaking . I also mentionned not to change my nib. They sent it to Parker who changed the nib (despite I never asked to do so) and the converter. The nib was changed by a fine one and a non marked one, I should have mentionned immediately to Parker so they could have solved fix this problem. You can only have your nib changed for free within 2 months following the purchase not a year of two later.

[Col]

The customer service person at Sanford said that if I wanted to do a nib exchange, it would need to be done within 60 days of purchase to avoid a charge.

This is the official line certainly, but in the UK at least, Sanford may exchange a nib free of charge outside that period, at their discretion.

 

Example: My wife bought a Rotring Initial for me in Germany, not long after they were first introduced. About 18 months later, Sandford exchanged the medium nib for a broad nib at no cost - and without any proof of purchase or ownership whatsoever.

 

They may not be so obliging these days, but they will still consider an exchange. I may be requesting just that for a year-old Sonnet shortly, so we'll see what happens.

 

---

Col

[jay23]

Here in Canada I sent in my Frontier and Water Expert in for repair to the Sanford repair office which handles both Parker and Waterman. I sent in the Parker first to have the nib replaced. I dropped it and it bent out of shape so it was my fault and i knew I would most likly have to pay. They sent me an email saying it would be $20 because it was my fault for damaging it but I refused because you can buy a new Frontier with $20 and $20 for a simple Frontier nib is a bit to much plus $10 for shipping. I bought the Expert for $99.99 on sale the regular price was $124.99 so I thought it was a good deal. I brougt the pen home and it was very scratchy. I looked at the nib using a magnifying glass and didn't see anything wrong, I also tried the paper bag and penny method to smoothen the nib and they didn't work. I went back to the store and I was told they were final sale because they were on clearance, so I had no choice but to send it in for repair. I sent it in and got an e-mail saying that it would be $30 plus the shipping to replace the nib and that the tynes were bent due to abuse. I couldn't see anything wrong with the tynes and obviouslly had not abused it. I had no choice but to pay to have it repaired, I didn't want the money I spent on it to be wasted. I waited 2 weeks and did not get it back I sent an e-mail and I was told the nibs were out of stock and it would be a week before they got them. It took another 2 weeks for me to get the pen. So in the end I payed pretty much the same price as I would if I got it regualr price, I had to wait a month and I was charged when I was 99% sure it was a manufacturer's defect. So in the end I guess we can't prove its their fault so they end up charging us everytime.

[georges zaslavsky]

Finally got my nib changed by a semi flex medium marked one and I am pleased of the result. The duofold is one of my favorite writers.