Waterman defaulting on lifetime warranty

[sarabocaneanu]

Dear fountain pen fans -

 

As a newbie here, I would like to ask some advice on dealing with Waterman on the repair of a Ici et La fountain pen. I have had it since November 2007, but it started to leak badly after about 8 months. It came with a lifetime warranty, so I sent the fountain pen with a copy of the warranty to Waterman's service representative in Germany for repairs. Now, two months later, I have now received a letter from Newell in Saint Herblain, France, giving me a quote of 40 Euros to repair the fountain pen. The letter does not acknowledge the warranty at all or offer any explanation for the quote, and just asks that I pay for the repair.

 

I have sent an email explaining the situation and am waiting for an answer. But in the meantime, I would appreciate any other reports on how warranty is honoured or not. This is the second fountain pen I have had for a short time before it started to malfunction (the previous one was Cross, and it developed a blockage that resulted in interrupted writing, but was promptly repaired once I sent it.)

 

I am extremely dissapointed by the way Waterman has handled this warranty so far and am interested to know if this is an exception or not, as well as in advice on how to ensure proper warranty for this product.

 

Thanks -

 

Sara

[satrap]

Hi Sara,

 

Welcome to here. Sorry you have to share such bad news.

Unfortunately, I cannot give you better news. I can only say I understand your disappointment.

 

A couple of years ago, here in the USA, Waterman changed its lifetime warranty to something like three years. And yes, they started charging for certain repairs (I had to pay 26.00 to have a cap replaced). I do not know how they decide to charge someone or not, and I believe they should have repaired or replaced your pen freely, but I think they do not have any standards in place. They used to have the best customer service, but now, it is terrible.

 

I think you are right to complain to them, and even to tell them how much you love Pelikan!

 

 

diane

[Calbei]

Dear fountain pen fans -

 

As a newbie here, I would like to ask some advice on dealing with Waterman on the repair of a Ici et La fountain pen. I have had it since November 2007, but it started to leak badly after about 8 months. It came with a lifetime warranty, so I sent the fountain pen with a copy of the warranty to Waterman's service representative in Germany for repairs. Now, two months later, I have now received a letter from Newell in Saint Herblain, France, giving me a quote of 40 Euros to repair the fountain pen. The letter does not acknowledge the warranty at all or offer any explanation for the quote, and just asks that I pay for the repair.

 

I have sent an email explaining the situation and am waiting for an answer. But in the meantime, I would appreciate any other reports on how warranty is honoured or not. This is the second fountain pen I have had for a short time before it started to malfunction (the previous one was Cross, and it developed a blockage that resulted in interrupted writing, but was promptly repaired once I sent it.)

 

I am extremely dissapointed by the way Waterman has handled this warranty so far and am interested to know if this is an exception or not, as well as in advice on how to ensure proper warranty for this product.

 

Thanks -

 

Sara

You are not alone. I posted a thread some while ago with similar issues, and I'm still in the process of getting it sorted out. A point of note though: they do not accept copies of warranties/receipts. You need to send in your original receipt or original warranty booklet.

 

Hope it all goes well. Keep us informed!

[Joe in Seattle]

Over twenty years ago my wife (the girlfriend) bought me an Eddie Bauer (think LL. Bean type store) field watch with lifetime warranty. I've worn it so long that the edges have worn off the stainless steel back plate. It has been back to the mother ship for cracked crystals - twice, battery replacements 10 - 12 times, and it's still ticking. Each time I send it in for service I send along a photocopy of my lifetime warranty. I'm sure the technician groans, "oh, that guy again."

[dogpoet]

Quite possibly, Joe, but if they have a problem with people taking that approach, they shouldn't be offering a lifetime warranty in the first place, should they?

[pen2paper]

hmmm :hmm1: can anyone explain a 'lifetime warranty' that is changed to warranty of 3 years, but which also requires you to pay for certain repairs, and does not honor a necessary repair at 8 months after purchase.. :hmm1:

must be that 'new math' ..I didn't fare well in that class-in its beta stage.

[Stylo]

A couple of years ago, here in the USA, Waterman changed its lifetime warranty to something like three years.

I wonder whether that was a consequence of Sanford's takeover of Waterman.

[Ghost Plane]

To date, Krone and Yard o Led are still honoring their lifetime warranties. I sent in a YOL from the late 80s and they replaced over a third of it, including upgrading a black section to a silver one.

[Bearcat]

Dear fountain pen fans -

 

As a newbie here, I would like to ask some advice on dealing with Waterman on the repair of a Ici et La fountain pen. I have had it since November 2007, but it started to leak badly after about 8 months. It came with a lifetime warranty, so I sent the fountain pen with a copy of the warranty to Waterman's service representative in Germany for repairs. Now, two months later, I have now received a letter from Newell in Saint Herblain, France, giving me a quote of 40 Euros to repair the fountain pen. The letter does not acknowledge the warranty at all or offer any explanation for the quote, and just asks that I pay for the repair.

 

I have sent an email explaining the situation and am waiting for an answer. But in the meantime, I would appreciate any other reports on how warranty is honoured or not. This is the second fountain pen I have had for a short time before it started to malfunction (the previous one was Cross, and it developed a blockage that resulted in interrupted writing, but was promptly repaired once I sent it.)

 

I am extremely dissapointed by the way Waterman has handled this warranty so far and am interested to know if this is an exception or not, as well as in advice on how to ensure proper warranty for this product.

 

Thanks -

 

Sara

 

Whenever I send something in for repair under warranty, I always send either a copy of the warranty or clearly state in the return letter that the item "....is being returned for repair under the terms of your lifetime warranty..." (or both). This sets the stage for you up front. Places like Eddie Bauer, L. L. Bean and Patagonia have all done right by me with this approach.

 

Best of luck.

 

 

--Doc

 

[satrap]

A couple of years ago, here in the USA, Waterman changed its lifetime warranty to something like three years.

I wonder whether that was a consequence of Sanford's takeover of Waterman.

=

Oh yeah, that's right. I remember reading about it in 2006 or 2007?

 

[Pippin60]

Luckily I haven't had that issue but shouldn't this be grandfathered? I could see any new pens only having a warranty of 3 years but if I brought a pen in 2005 before the policy changed then the original warranty should be in effect. Of course there may be fine print that says we reserve the right to change are mind at any point.

[ccajackson]

I seem to be in the minority, but I just received service for my Waterman L'Etalon that was covered under warranty. The cap had become loose due to the pin or collar breaking off (those two pins at the base of the section). I called the Parker/Waterman service in Janesville, WI and they said to send in the pen, with the original warranty booklet. I received the pen around 2001 as a gift, and there wasn't even a store's stamp in the booklet.

 

I just received the pen back yesterday, no charge. It appears that it even went back home to France for the repair.

 

Not sure what I did differently, but I am certainly happy with the result. If you didn't contact the Wisconsin customer service number yet, you may give it a try (sorry that I don't have the number here at work).

 

Cheers,

C-C

 

Quick edit to add that they actually returned the warranty booklet, too.

Edited January 31, 2009 by ccajackson

[Splicer]

You are not alone. I posted a thread some while ago with similar issues, and I'm still in the process of getting it sorted out. A point of note though: they do not accept copies of warranties/receipts. You need to send in your original receipt or original warranty booklet.

 

And then they "lose" (wink wink) your original and are out of luck.

 

You need to remember: Waterman and Parker do not exist any more.

 

There is no honor among corporations.

[Calbei]

You are not alone. I posted a thread some while ago with similar issues, and I'm still in the process of getting it sorted out. A point of note though: they do not accept copies of warranties/receipts. You need to send in your original receipt or original warranty booklet.

 

And then they "lose" (wink wink) your original and are out of luck.

 

You need to remember: Waterman and Parker do not exist any more.

 

There is no honor among corporations.

Exactly. I sent my receipt and it appears they "haven't accepted it", and yet it hasn't made its way back to me. So now I've sent the pen back in with my blue warranty booklet... under the assurance that I will get it back when my pen returns. I have addressed my package to a specific individual this time around, who has given me the satisfaction of knowing that it will get sorted.

 

I just want a pen that I can use. If I've been unable to use a pen since late October because it's been in for 'repair', there is no incentive there for me to buy another from the same company who has messed me around.

 

sarabocaneanu, I think the best thing you can do is to phone your local service department. At best, those who send the emails seem detached from the whole process, and letters you receive from service departments tell you nothing other than how much they want you to pay. Call somebody and they will actually have to think for themselves on the spot. Okay, they can say something to make you happy and not act on it (yes, it has happened to me), but if you are persistent hopefully you can get to somebody who will sort the repair for you.

 

Let us know how it goes!

[sarabocaneanu]

Thanks to everyone who replied!

 

A Newell representative answered my emails to them, saying that when sending me the quote, they 'only' were inviting me to send in the original warranty if I had it, or pay if I didn't have the original warranty. (However, this was not specified in the letter I received with the warranty! That only asked for payment if I wanted the repair).

 

I sent a bank statement showing the payment to the same retailer whose stamp was on the warranty, and explained that it would take additional cost and delay to send in the original warranty. They then relented and agreed to repair the pen based on the evidence I had provided.

 

Thanks again to everyone who commented! I will certainly come here for advice when purchasing a new fountain pen!