JohnGreco
Member
My apologies if this rings a bell, I re-worked the content to fit the forum guidelines.
I had made a PSI fountain pen kit (Classic Elite 2) and a potential customer asked about changing the nib to Extra Fine. I called PSI to find out info about the nib (I have since learned TONS about nibs!) and was asking about changing this out. They told me they only carry Bold tips, which I already knew. I asked to speak to their specialist (I had been told during their off-hours they had a fountain pen specialist).
They transferred me to a guy who answered the phone as "Tech Support". When I started to ask him for the specs of the nib he replied "How should I know?" Literally. His exact words. I said Well since you answered the phone as tech support, do you think you could find some technical documentation on this? He said he might be able to, but it would take "a really really long time" and suggested I call him back in a few hours.
I had the impression he wouldn't have the info when I called back and was surprised he didn't offer to call me when he found it.
It's a shame, because I've had phenomenal customer service from PSI in the past and have gone so far as to write them to tell them about those experiences. I really like some of their kits, but think I'm going to be transitioning my business elsewhere.
I had made a PSI fountain pen kit (Classic Elite 2) and a potential customer asked about changing the nib to Extra Fine. I called PSI to find out info about the nib (I have since learned TONS about nibs!) and was asking about changing this out. They told me they only carry Bold tips, which I already knew. I asked to speak to their specialist (I had been told during their off-hours they had a fountain pen specialist).
They transferred me to a guy who answered the phone as "Tech Support". When I started to ask him for the specs of the nib he replied "How should I know?" Literally. His exact words. I said Well since you answered the phone as tech support, do you think you could find some technical documentation on this? He said he might be able to, but it would take "a really really long time" and suggested I call him back in a few hours.
I had the impression he wouldn't have the info when I called back and was surprised he didn't offer to call me when he found it.
It's a shame, because I've had phenomenal customer service from PSI in the past and have gone so far as to write them to tell them about those experiences. I really like some of their kits, but think I'm going to be transitioning my business elsewhere.