Sometimes...

Recently I did a review of the Hi-Tec-C Coleto Lumio 4 Multi pen.  One of the inserts that I put in mine was a 0.3 mm pencil.  Avid readers of this blog are well aware of my fondness for 0.3 mm drafting pencils, so I was stoked to have a 0.3 mm pencil in a multi pen.  My write up was rather glowing, and perhaps a bit premature!  As you can see it proved to be a bit fragile!  The pencil refused to advance lead when I tried to use it the other day so I removed it from the Coleto body to see if I could find the problem.  my investigation proved fatal for the poor fragile pencil.  It broke at the swivel point where the plastic push button meets the metal body.

Now as to why the pencil stopped working I'm not 100% sure, but my guess is static electricity!  0.3 mm pencils often have this problem, probably due to the fact that the lead is so small in diameter that there is not enough weight to break the lead free of the adjoining pieces.  It could be any number of problems, but the fact is I have had quite a few 0.3 mm pencils fail to feed over the years and I have had to tear them down and clean them out before they will feed again.  I guess it's the nature of the beast.

I wrote to jetpens.com to inform them of the breakage and to say that I should have bought a 0.5 mm pencil instead, believing them to be less susceptible to feeding problems.  Lo and Behold, I received and email informing me that I was being sent, free of charge a 0.5 mm insert as a replacement for the broken 0.3 mm insert!  Wow!  That was unexpected!  But I guess I really should have expected something like that to happen considering my past dealings with JetPens.

Sometimes it's not about the sales, or the product being sold, sometimes it's all about the service after the sale.  Sometimes it's all about the Customer Service.  If JetPens is about nothing else it's about customer service!  Not lip service, but real, honest, "the customer is always right" Customer Service!  I have dealt with all kinds of customer service personal with all kinds of companies, both small and giant, both via phone and email but I can count on one hand how many of them have been as customer oriented as the people at JetPens!  Everyone I have dealt with at JetPens, from employee to co-owner has treated me with the utmost kindness and respect!  They treat me as if I matter to them, and I believe that I do, as all their customers do to them, I'm sure!

It's not that I received a freebie from JetPens (which is a heck of a lot more than I've often got from companies 10 to 1000 times their fiscal size), instead it's about how I was treated, how I am genuinely thought of as an important customer to JetPens, even though I am sure I am not one of their most prolific customers!  But I am treated as one!  As if I buy high ticket items in quantity all the time!  It's the type of customer service lots of companies reserve for such "important" clients!  But JetPens gives out such customer service to each and every customer they have!

Sometimes it's not about what you buy, it's about who you buy it from!  Sometimes it's all about the people behind the counter, or in this case across cyberspace, that matter.  If all Customer Services personnel across the world were like the Customer Service personnel at JetPens then this would be a much nicer world.  So guys and gals at JetPens, take a bow, you've earned it!

Attention Readers.  I would very much like to read about your experiences with JetPens customer service.  So please leave a comment or drop me an email about your experience with JetPens customer service.  I'll pass along the comments I get to JetPen.

Please check out all the latest items JetPens has to offer by visiting jetpens.com.