Incorrect Instruction Sheets in PSI EDC Dura Click Pen kits

Signed-In Members Don't See This Ad
N

NJturner

Member
Joined
Dec 4, 2006
Messages
381
Location
New Jersey, USA.
I also posted this in another thread, but thought it should be highlighted by itself after I received a reply from PSI

BAD INSTRUCTIONS FROM MANUFACTURER - BEWARE
I just ordered the starter kit for these pens from Exotic Blanks - 5 pens plus the bushings. I made my own blanks and proceeded to pull a random instruction sheet out of one of the kit bags. Following the instructions, I drilled, trimmed and glued in all the tubes. Then, following the instructions, I pressed in the first component, the cap section then the tip section on them all. Went to the next step which was screwing in the click mechanism - no dice. Seems there is a batch of bad instruction sets that reverse the picture and description of the tip and cap sections and I had a bad one! If your instruction set is titles EDC Dura CKick (SP) Pen Kit, you have a bad one. If it says Every Day Carry Dura Click Pen, they should have the right parts indicated.

I had to disassemble all the pens and reverse the section pieces, unfortunately ruining a blank along the way and requiring me to CA a few sections into the tubes because the brass had expanded from the first install. I've been in touch with Exotic Blanks and PSI about this - but if you have kits in your stocks and have never built this pen before, check your instruction sheet BEFORE pressing anything in.
 

Attachments

  • EDC Dura Click Instruction error.jpg
    EDC Dura Click Instruction error.jpg
    78.7 KB · Views: 123
Signed-In Members Don't See This Ad
I wrote an email to Penn State Industries regarding the bad instructions for this pen kit error, as I am struggling to hold Exotic Blanks responsible because all they did for this was fulfil my pen kit order. The pen kits were packaged at Penn State and shipped to Exotic Blanks, where they simply moved them from their inbound product to a box that got shipped to me. I expect, as I am sure Exotic Blanks expects, that the sealed product kit from Penn State would be complete and correct. Penn State doesn't seem to agree. I got the following response from them -
****************************
SUBJECT: EDC DURA CLICK PEN KIT INSTRUCTIONS ARE INCORRECT

MESSAGE FROM THE TECHNICIAN:

We are aware of a batch of kits that had bad instructions. All current inventory was pulled, checked, and corrected as necessary.
Sincerely,

The Penn State Industries Technical Department
This message has been generated by the Ticketing System.
***************************
No offer of replacing the ruined tubes, no offer of replacement of the blank I destroyed in mechanically removing the pressed in parts called out in error in the instructions, just a statement that said they fixed their problem. What about my problem??? This was a starter set for people who have never made this pen before (like me), so I would think everyone would follow the instructions, but I guess that Penn State thinks that education should be at my cost.

Odd in that their fix still got me 4 instruction sheets that were bad in my $80 order of 5 pen kits. Great customer service. Last order from Penn State product for me.
 
Thank you for sharing this.

Question. Did you ask them to replace your damaged kit parts? I too purchase from ExoticBlanks whenever I can. I have had a few bad parts in PSI kits and I have always been happy with their customer service. When asked, they have never failed get me the replacement part needed.

I suggest that you call and talk to someone in their customer service group and tell them what you need/want. I'm not sure what they can or will do regarding the damaged blank because it isn't one of theirs, but you can and should ask.
 
d_bondi said:
Thank you for sharing this.

Question. Did you ask them to replace your damaged kit parts? I too purchase from ExoticBlanks whenever I can. I have had a few bad parts in PSI kits and I have always been happy with their customer service. When asked, they have never failed get me the replacement part needed.

I suggest that you call and talk to someone in their customer service group and tell them what you need/want. I'm not sure what they can or will do regarding the damaged blank because it isn't one of theirs, but you can and should ask.
Click to expand...
Yes, I reached out to Dawn and Ed at Exotic Blanks to let them know what happened, as well as a direct email to PSI, as I really believe this issue is theirs, not Exotic Blanks. I believe Exotic Blanks was at the AAW conference this weekend, so I expect they are crushed right now so I am not surprised nor upset that I have not heard anything as of yet from them. They are usually very responsive and great to work with, and I bought the PSI kits through them instead of directly from PSI because I want to support their business, as they do a lot for the penturning community.

I did get another reply back from PSI on my email to them that all I can say was in my top 3 worst customer service responses I ever got. I debated whether to post the reply, because it was not only argumentative, but a personal attack on me, so I've decided to keep it to myself. Netting it out, they acknowledged they had made a mistake with the instructions, thought they had fixed it, then proceeded to insult me because they seemed to feel they had done 'everything we could' to make it right, except offer any type of compensation for my ruined purchased items. So much for a 'No questions asked' money back guarantee that they profess on their website.

I've been a client of both the PSI store and via mail order for many years and never had an issue with their products. This was a first time, and from how they are choosing to business, my relationship with them is done. I will continue to do business with Exotic Blanks I recommend them to anyone looking for stuff but think twice with PSI.
 
Hey Kevin!

Thank-you for telling us about this problem!! I will be checking all of our inventory as a result.

You are correct, we are even busier than usual--in the midst of planning a funeral in Florida and having to fly there more often, however, I will be calling you either Friday or on the weekend to discuss equitable resolution to this issue.

Thanks for the way you approached it!!!

And, as always, thank-you for choosing to purchase from Dawn and me (ExoticBlanks.com)!!
 
NJturner said:
Yes, I reached out to Dawn and Ed at Exotic Blanks to let them know what happened, as well as a direct email to PSI, as I really believe this issue is theirs, not Exotic Blanks. I believe Exotic Blanks was at the AAW conference this weekend, so I expect they are crushed right now so I am not surprised nor upset that I have not heard anything as of yet from them. They are usually very responsive and great to work with, and I bought the PSI kits through them instead of directly from PSI because I want to support their business, as they do a lot for the penturning community.

I did get another reply back from PSI on my email to them that all I can say was in my top 3 worst customer service responses I ever got. I debated whether to post the reply, because it was not only argumentative, but a personal attack on me, so I've decided to keep it to myself. Netting it out, they acknowledged they had made a mistake with the instructions, thought they had fixed it, then proceeded to insult me because they seemed to feel they had done 'everything we could' to make it right, except offer any type of compensation for my ruined purchased items. So much for a 'No questions asked' money back guarantee that they profess on their website.

I've been a client of both the PSI store and via mail order for many years and never had an issue with their products. This was a first time, and from how they are choosing to business, my relationship with them is done. I will continue to do business with Exotic Blanks I recommend them to anyone looking for stuff but think twice with PSI.
Click to expand...

I am sorry that you had this bad experience.

I am in no way suggesting that this is anything other than a PSI issue. Dawn and Ed certainly have no control over the PSI product or the instructions packaged within PSI kits.

I was merely suggesting that a phone call to PSI's customer service where you can have a 2-way discussion my get you better results. It has always worked for me. Sometimes, emails just don't work and that is usually because it is not simultaneous 2-way communication.

If I were you, I would expect that they replace the kits that were ruined because of faulty instructions. If you have not asked for that directly, you should.

I shared my 2 cents (maybe more) and I'll keep my mouth shut now. 🤐

FYI, the only time I order from PSI directly anymore is when it is something that ExoticBlanks doesn't stock.
 
Bikerdad said:
I appreciate the heads up on this, as I will be making my first Duraclick EDCs this week, possibly even tonight.
Click to expand...
When you do, just be sure the larger brass connector is toward the tip of the pen. The smaller connector is the top of the pen where the click mechanism will be located. The pocket clip goes on the smaller connector before you push it into the blank/tube.

If you have issues with it, I wouldn't call PSI tech support unless you feel like being abused, which seems to be their new modus operandi.
 
You must log in or register to reply here.
Back
Top Bottom