Jeer - Penn State Industies

[David350]

Let me first state that I have had many very positive interactions with PSI and have found their customer service very good. However, I recently purchased some bottle stopper cases that looked great and were a nice size. I was very happy with my purchase until I tried to use one and found that they had taped the lids on with a really cheap tape and it left all of the tape residue on the clear case when I removed it so it looked horrible. It took me probably 10 minutes to clean all the tape residue off of it. They offered for me to return them for a refund which was nice, but due to time constraints, I couldn't.

My jeer is directed to their treatment of my product review which was not posted. I gave the product what I thought was a fair review (negative). I said it was a great looking product and a fair price, but that it was spoiled by the application of the tape.

Has anyone else had a negative review not posted? I do see some posted, but now I am wondering if they keep the negative reviews they post to a minimum for their benefit. David

 

[Herb G]

Of course they delete negative reviews. Wouldn't you, if you had that many customer complaints against you? Do a Google search for PSI complaints.
You'll be SHOCKED.

 

[dogcatcher]

The clue is that PSI offered to refund the money, at that point they basically fixed their end of the problem. Your time constraint, was not their problem. By your own admission this was a rare instance of you having a problem with PSI.

 

[magpens]

David,

I have been in that position more than once ... submitted a MILDLY negative review, usually graded the product 4/5, and had the review rejected (not posted to their website). . I too have noticed that some reviews with a 4/5 grading and lower DO get posted. . Not sure what to make of that when they seem to actively solicit reviews of their products ... for example, four or so weeks after an order I have received emails requesting a review of an item.

BTW, I did what Herb suggested. . Not much of a negative tone at all in the returned info. . I Did learn that PSI is not accredited by BBB but still they get an A- rating which at face value is not bad.

PSI customer service has improved ENORMOUSLY over the 9 years I have been buying from them. . In my early days with them their CS was really pathetic. . Much better now, thankfully.

However, their product design and quality, in general, leaves quite a bit to be improved, in my opinion. . Just referring to pen kits and blanks, as that is predominantly what I have bought from them.

Also, other things ... For example, I ordered some Kallenshaan wood inlay pen blank kits from PSI recently ... These are fragile and you have to assemble them and glue in the tube. . Well when I received those, they had been crushed by the weight of other stuff in the order and by the jostling in transit, even though they come in individual plastic clamshells. . They should have been packed with more care because it is obvious that they are fragile. . Fortunately, after the gluing, turning, and finishing, they look OK. . I have ordered about 100 of these from other vendors and never received any broken ones before. . I won't be ordering such fragile items from them again.

I have learned what I should not order from them, and buy most of my stuff elsewhere. . I only buy their sale items to minimize the risk. . And I am very selective about what I do buy. . Their best pen kit, in my opinion, is the 30 Caliber Bolt Action. . It's excellent, so far. . I have tried a very large number of their other pen kits. . Of course, you can buy many, but not all, of their pen kits from other vendors so, for those products, you can pick a vendor with known excellent customer service. . I don't need to name those vendors.

These are my honest opinions. . I know that they do have plenty of fans here on IAP. . Over the years, I have not been one of them. . But there are some items I still buy from them. . I like trying some of the many new pen kit designs that PSI comes up with but I am not impressed by most of these. . That includes the new Dog Pen Kit, which has a problem with the clip, in my experience.

Nowadays, when I do have a problem, I phone their customer service and usually get a quick and satisfactory resolution. . But that has not always been the case. . Only occasionally is there a difficulty now. . Returning product to them is a big issue for me because I do not live in the USA and so shipping is expensive for me.

 

[WriteON]

That includes the new Dog Pen Kit, which has a problem with the clip, in my experience.
.

Please describe the clip problem. I made quite few of these pens and would like to know what to expect.

As for any companies jeers....sadly a business is like a restaurant and as good as their last meal. If PSI is not 100% positive it close to 99. Unhappy...don't deal. But some of the complaints are slightly nit-picked.

BBB members. Worthless. Business' pay to be members.