Jeer Exotic Blanks

[Pen Zen]

On September 6 I received an order of 4 circuit board pen blanks from Exotic Blanks. One of the blanks was chipped or miscast at one end and the defect went slightly below the tube. I sent an email to Exotic Blanks asking if I could return the blank for an exchange. Below is a summary my communications with Exotic Blanks.

09/06/10 - I sent an email to Exotic Blanks requesting to exchange the defective pen blank.

09/06/19 - I received an email from Exotic Blanks requesting a picture of the defective pen blank.

09/07/19 - I sent an email to Exotic Blanks with a picture of the blank attached.

09/09/19 - I resent the email to Exotic Blanks with the picture attached.

09/15/19 - I sent an email to Exotic Blanks with a different picture of the blank attached.

09/16/19 - I sent a message via the Exotic Blanks website asking if my prior emails had been received.

09/17/19 - I received an email from Exotic Blanks approving the return of the defective blank for exchange.

09/27/19 - The defective blank was delivered to Exotic Blanks by USPS (according to tracking info).

10/16/19 - I sent an email to Exotic Blanks inquiring about the replacement pen blank.

10/23/19 - I sent a message via the Exotic Blanks website inquiring about the replacement pen blank.

10/24/19 - I called Exotic Blanks and spoke to Ed. Ed told me he thought my replacement blank was on the kitchen counter of the shop waiting to be shipped. Ed said he would ship the blank and send me an email to confirm.

11/04/19 - Almost two months since my initial request to exchange a pen blank and over a month since the returned blank was delivered to Exotic Blanks I still don't have a replacement pen blank. I know Ed's reputation here and based on that alone I believe this is some sort of anomaly or miscommunication. But after speaking to him directly I don't think there is anything more I can do.

 

[DavidD]

This seems like a fair reason to be frustrated. Thank you for taking the time to share. For what it's worth, I've always appreciated the lightning fast shipping and selection of Exotic Blanks, but have also really struggled when it comes to getting a response to direct communication. Hopefully this won't turn anybody away, but instead serve as a *gentle* reminder about following up on communication.

 

[PenPal]

I am unable to comment re Eds communication skills with you but I do commiserate the quality of those printed circuit board blanks is they are patchy at best brittle and yes i got a shocker over here and a debate re replacement despite pics etc,bear in mind return freight to Qld from Canberra is excess of the blank cost the original freight paid by me.

As an aside a while back all this supplier over here had was what turned out to be a superior purple they buy bulk seldom to keep the price low. It made a terrific pen but one of these was inadequate pouring one end.

Alls well it ended ok.

Peter.

 

[WriteON]

Sorry to hear this. Can a store credit or refund be established. Every business is like a restaurant...sometimes it's only as good as it's last meal.

 

[ed4copies]

Hopefully when we burn dinner, we learn from it!!

I am truly sorry for the trouble Gary!! I have no excuses and I won't try to defend this--I WILL try to learn from it. One of my shortcomings as I am getting older is a lack of a "to-do" list--never used to need it. We will be changing some of our internal procedures to remind me of any "loose ends".

Again, Sorry!! Your blanks are in the mail today.

Ed

 

[Pen Zen]

No need to apologize, I'm right there with you on the age/memory thing. I knew from your reputation on this site along with my (limited) past dealings with Exotic Blanks this would be resolved. Thank you.

 

[Woodchipper]

Ed, for improviing your memory, you need to take the Sam Carnegie course. I rely, maybe too much, on my phone and notes taped to my dry erase board. Oh, almost forgot...my wife.

 

[ed4copies]

Unfortunately, pen kits are all too often not complete or scratched or some other shortcoming. So, I find myself with a whole bunch of "please send me this part" requests. I need a system to be certain ALL are complete. I have sent out several replacements for the circuit board blanks---obviously not ALL of the problems were fixed.

This is a by-product of gaining more customers. I am ever so aware that slips like this are the easy way to tear down everything we have struggled for 11 years to build up, so I take this as a very important challenge to my "self-management" skills. I will find a more foolproof method of tracking "please fix" requests!!!

Thanks for your understanding, Gary!!

 

[edicehouse]

I will be honest here, not to take away from Pen Zen's comment. Any time I have had any dealings with Ed and Dawn, they have gone so far above and beyond what anyone can expect. They have stepped up, even when situations do not call for it. I am sure there are times something slips through the cracks, and this is one of those. I just hope this 1 in 10000000 times, it does not deter you from them.

 

[MDWine]

. . . Any time I have had any dealings with Ed and Dawn, they have gone so far above and beyond what anyone can expect. . .

True.. I know Ed will always make it right.

 

[wolf creek knives]

Interesting the difference of opinions shown on this post. Some have had a bad experiences and some good.

 

[jttheclockman]

Interesting the difference of opinions shown on this post. Some have had a bad experiences and some good.

This happens to all vendors and Ed is no different. Get big sometimes does affect outcomes.

 

[Woodchipper]

This happens to all vendors and Ed is no different. Get big sometimes does affect outcomes.

That goes with businesses, too. I have had bad experiences with Sears and Home Depot.

 

[wolf creek knives]

This happens to all vendors and Ed is no different. Get big sometimes does affect outcomes.

Your right on this JT. The big issue is when people don't realize getting bigger also requires more staff to handle the day to day disruptions and business. Heck, look at Curtis with his Turn Tex (Cactus Juice). Great product but poor customer service, at first, until he hired his warehouse guy (sorry, forgot his name but he's good). If you don't realize it soon enough you'll never need more staff as people move away from your business for lack of customer service etc, like I did. Some business's need to take heed to this message!

 

[J_B]

I will be honest here, not to take away from Pen Zen's comment. Any time I have had any dealings with Ed and Dawn, they have gone so far above and beyond what anyone can expect. They have stepped up, even when situations do not call for it. I am sure there are times something slips through the cracks, and this is one of those. I just hope this 1 in 10000000 times, it does not deter you from them.

Well put.

jb