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Old 05-14-2018, 08:52 AM   #1 (permalink)
 
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Default Contacting a vender

This is more hypothetical.

What is your level of contacting a vender with an issue from an order? Or even at a box store.

I have received a pen kit missing a spring (a couple times). Either they fell out of the package or someone in the store needed it more than I did....

Ink refill being "dry"

No I am not having any troubles with any vender/store. Just thinking there are some that "dropped" the blank down a well, and the vender gets the "I can't believe they won't send a replacement". Sort of thing. I almost wish the venders would tell the crazy customer stories....
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Old 05-14-2018, 09:05 AM   #2 (permalink)
 
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I have contacted several major vendors and all have stood behind their merchandise. They will give friendly and courteous service. (Woodcraft, Pennstate and Craft Supply USA). Smaller vendors here on the IAP are even better in terms of standing behind their products. Just remember we all make mistakes and things happen.
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Old 05-14-2018, 09:16 AM   #3 (permalink)
 
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I have gone back to the local WoodCraft store and they very calmly handed me a new kit when I showed them the one missing a part. And have called PSI on a problem which they immediately corrected for me.
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Old 05-14-2018, 09:52 AM   #4 (permalink)
 
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I contact the vendor if there is a problem if it means I can’t use what I ordered regardless of how small the issue is. If it was a single dry refill and I have extras I wouldn’t contact them. If it's a missing part and I don’t have a spare I contact them. I’ve only had to do it a couple times and the vendors have always immediately offered to replace the item.
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Old 05-14-2018, 10:14 AM   #5 (permalink)
 
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Actually it depends. If it's an expensive item or a high end pen kit, I contact them. If it's a middle of the road pen kit, and I make a lot of that model, I may just use the "bad" kit for spare parts.
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Old 05-14-2018, 10:18 AM   #6 (permalink)
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I think all vendors expect to provide you with a FULL kit of quality parts. Unfortunately, some ziplock bags seem to leak parts, from time to time. It is certainly our job to replace those parts, but I wish there were some "downside ramifications" for the manufacturers when "crappy" parts are included in the ziplock--this is a lack of manufacturing quality control. Again, we certainly will replace them for our customers--just gives us a black eye!

As we get more products manufactured for us, I hope to be better able to control these factors--we'll see!!
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Old 05-14-2018, 12:46 PM   #7 (permalink)
 
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I have gone to woodcraft and gotten one of their more expensive kits, and when I got home, some parts were wrong, of course they swapped it out. I have gone in and asked if they had any springs for the ink, because 2 out of 5 bags were missing (was willing to buy replacements)
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Old 05-14-2018, 02:00 PM   #8 (permalink)
 
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When I sell a pen, I tell the buyer that I stand behind it 100% and I'll repair or replace it no matter how it happened.

All the vendors I've purchased from have given me the same level of service when I've had problems -- some have gone even further, sending me a handful of spare parts at no cost when I lost one into the hungry jaws of the dust collector. I didn't expect it, but I most assuredly appreciate it.
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Old 05-14-2018, 03:41 PM   #9 (permalink)
 
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I never contact vendors about missing parts or any other problems. If it is missing a part is it probably because i dropped it when I was opening the package. I have lots of spare parts around.
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Old 05-14-2018, 07:10 PM   #10 (permalink)
 
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Every time I go to my bank I collect the hand out ones simply to keep a ready supply of springs in them,works for me.

Peter.
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