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ACME pens of Maui / Lousy after sales experience, awaiting rectification



 
 
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Old June 3rd 05, 11:35 AM
Dov
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Default ACME pens of Maui / Lousy after sales experience, awaiting rectification



Grp may recall my asking about Acme pens. I'd been contemplating a
purchase as they have my favorite people. Namely Dogs, the Pen Quote,
Chagall, F. Lloyd Wright. Clean bright designs on simplistic somewhat heavy
pens. Not inexpensive. Designer pens so to speak.

Pens heavy. Usual Taiwanese/Chinese brassos covered by the pretty
design. What was nice and attracted me was the f/p conversion kit, touted as
universal on all Acme. I bought a dogs, a conversion kit and a Pen is
Mightier than the Sword quote from Arthur brown with the belief that the f/p
converter would work. This was not the case.

Now for the uninitiated and dumb twits like myself. Seems ACME has two
sets of threads. The old production runs which are not convertible and the
new which are. Even the f/p stores do not know this. Initially Acme told me
this could not be the case. In any event, my polite email to them resulted
in a No this cannot be the case scenario and they qualify "I am sorry to
inform you that we do not have two different sizes or types of threading for
our conversion kit."

I reiterated and received the following reply which is probably the
most "NON" customer service and unfriendly I've ever received from any pen
co. This is a company which prides itself on its innovative designs and
products.

Their answer : "What it sounds like the problem you are experiencing
is due to threading on your "Quote" pen is not compatible to convert into a
fountain pen." exactly what I wrote and they ended up with "I am sorry but
we there is nothing we can do to fix this issue." Great !

They thanked me for my understanding. NO NO NO. I do not understand
companies that do not stand by their product, their retailers and come up
with these lame excuses.

I am waiting for someone senior at Acme to reply. Maybe they just
don't give a damn about us end users. Certainly seems this way: "We are
sorry that you just happen to be a EXCLUSIVELY FOUNTAIN PEN user but you
just so happened to receive the older production run."

They are sorry that I happen to be an exclusively fountain pen user
and that I happened to receive the old run. What kind of b.s. is this?

Notice, they do agree to a replacement but ask me to send the pen
back, (after I paid for it) together with another $55 and they will deign to
send me a replacement. That's double charge for half the product !

I will suffice with a replacement barrel with suitable threads, but
this "logic" fell on deaf ears.

I asked them to reconsider and for a senior executive to look into it.
I am waiting but in the mean time want to share my gripes and so far BAD
experience with the group.

BTW a great thank you to Adam who was kind enough to be my ambassador
of good will to Arthur Brown and postman.

I quote their reply in its entirety:


Dear Dov,

All we are simply saying is that they pen that you purchased from
Arthur Brown must have been from an OLD Production Run and that is when we
did not convert our pens to be either fountain or roller they came as either
a FOUNTAIN PEN or a ROLLER BALL PEN.

We are sorry that you just happen to be a EXCLUSIVELY FOUNTAIN PEN
user but you just so happened to receive the older production run.
What you can do is send it back to us with a check or money order for
$55.00 and we would be happy to replace your current Pen with a newer
Production pen that will easily convert to a Fountain pen.

Please send it to the address below along with the check or money
order and a brief note stating you would like to exchange your pen with a
new pen that convert to a fountain pen to your needs.
If you have any further questions, please feel free to ask.

We wish we could do more but our hands are tied because the purchase
was done somewhere else.

Thank you for your understanding,
ACME
__________________________
ACME Studio Inc
PO Box 89
Kula, HI 96790
Fax: (808) 878-6045



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