Do you include instructions for replacing refills?

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low_48

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Just got off the phone with a gal that bought one of my Wall Street II pens from the Nature Center. They called when she bought it since she was concerned about getting refills for the pen. I told her to go to any office supply. Today I get another call that she took it to the office supply, and the guy tells her there is no cartridge in it, "it must be some kind of pencil". I tell her to twist it since I never sell a pen without making sure the ink flows. Oh yeah, there is a cartridge in it, now about the refill? It looks like she will be coming over so I can show her how to pull the pen apart, so I am giving her a free refill for the effort. So, do any of you have an insert card, that gives instructions, that you include with each sale?
 
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I try to describe the pen and the process for replacing the refill on the back of my business card inserted in the box with each pen.
Charles
 
Rich I can definately relate to this. Ive had several at work come to me with the transmission stuck up in the tube because they unscrew and not pull it out first. Ive been thinking about instruction cards myself. Im apparently the refill guy too. I must have 8 to 10 people that hit me up for ink when they run out. I never thought Id have to tell them it doesnt come with a life supply of "free" ink.
 
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JohnU said:
Rich I can definately relate to this. Ive had several at work come to me with the transmission stuck up in the tube because they unscrew and not pull it out first. Ive been thinking about instruction cards myself. Im apparently the refill guy too. I must have 8 to 10 people that hit me up for ink when they run out. I never thought Id have to tell them it doesnt come with a life supply of ink.
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I am happy to sell them a refill.
 
If they buy in person, I show them how to change the refill. I also give them a business card and a card with pen info. If they buy over the Internet I include a thank you letter that includes instruction on changing the refill along with the two cards.
 
I print out a (short) "instruction sheet" for each pen. For the most part they're generic. About the only thing I have to change is the pen name (Clicker, Vertex, etc) and how to "disassemble" the pen to get at the refill. I've tried to stay with pens that take Parker-style refills. Only one of my lne takes something else. I print it in a small font (8) and I can get 5 per printer page. Here's the text for one of the pens:

Thanks for purchasing a fine writing instrument from "Handcrafted by Ted Prinz". Your Vertex pen is an excellent choice and will serve you well. If you have any questions, please contact me at http://www.tedsworkshop.com and I'll do my best to help.
Maintenance tips:
1. Cleaning - Don't use any harsh chemicals. They may harm the finish. Wiping with a damp rag or a paper towel and Windex will take care of the exterior.
2. The refill is a standard Parker-style refill. They are available at all office-supple stores and on line. Parker gel ink and ball point refills are interchangeable. So if you want to change from ball point to gel, all you have to do is replace the refill.
3 To change the refill in your Vertex pen, just unscrew the tip. Pull out and discard the old refill but be sure to save the spring. Install the new refill (and spring) and screw on the tip.
4 Don't leave your pen in a car, especially in direct sunlight. It gets hot in there and can cause the refill to leak and damage to the pen.

Hope this helps.
 
I made a small card showing the pen pulled apart, and with written instructions. This is provided for each "Sierra" style pen I sell. Without that, there was a very high rate of failures and/or questions. Since I upgrade every "Parker style" pen I sell with the Private Reserve 9000 refill, my card also explains that the refill is a "Parker" style with a Private Reserve brand installed.
 
Much like others, I too include information with each pen. On back of my business card I write my inventory number, type material and refill using their pen. A small, separate sheet explains care of the pen, as well has how to replace the refill. Saves a lot of hassles later on. I also guarantee the pen for workmanship and materials, adding the caveat that the biggest problem is the pens seem to grow legs if you don't watch them.
 
This kind of struck me as funny. We have another thread going on about how nobody reads the eBay auctions (yes including me) and now we are talking about instructions for refills. Try as we might some days we cannot win. :rolleyes:
 
Sometimes no amount of instructions are adequate, and they feel they have spent 'extra' to get you to replace the refill for them.....

I have shown one individual four time how to replace the ink stick in the pen. Each time they ask me to do it for them, they have no refill....and expect to get one for free. I charge them $7.50 for each refill.



A card would be a great idea, but would they keep it(an instruction card)?






Scott (always someone looking for something for free) B
 
I'm waiting for some progressive poster to advocate the mandatory inclusion of instructions, care, etc for pens in order to ensure a higher standard and dedication to quality such that equity in pricing could be guaranteed across the whole of the sales and marketing spectrum. Maybe we should lobby congress to mandate this. While we're at it, those that sell a lot of pens should share their profits with all those that don't sell so many.

bartender, what you doing down there when my glass is empty down here?
 
SteveG said:
I made a small card showing the pen pulled apart, and with written instructions. This is provided for each "Sierra" style pen I sell. Without that, there was a very high rate of failures and/or questions. Since I upgrade every "Parker style" pen I sell with the Private Reserve 9000 refill, my card also explains that the refill is a "Parker" style with a Private Reserve brand installed.
Click to expand...

Steve; I created a document that shows how to disassemble and reassemble a Sierra pen, but no others. It is in the IAP Wiki. I include instructions on a business card, but your idea of including a photograph is a good one!

On pens that can be unscrewed rather then pulled apart, I add a small block inside the cap. This ensures that the pen can always be reassembled.
 
I show the customer when they buy it. On all my Sierra's I use loctite. That way the only way to take it apart is to unscrew the nib. Before I started doing that, I had to fix many pens where the transmission was pushed far into the tube.
 
I tell them, if you are not smart enough to figure it out yourself, you do not deserve the privilege of owning one of my pens! So I snatch the pen from them and tell them they don't get a refund!
 
sbell111 said:
randyrls said:
On pens that can be unscrewed rather then pulled apart, I add a small block inside the cap. This ensures that the pen can always be reassembled.
Click to expand...
I've reread this sentence a number of times, but I still can't figure it out.
Click to expand...

Sorry; that was worded poorly. Many of the Sierra style single blank pens are intended to be pulled apart and then the transmission can be unscrewed. If you do these steps in the opposite order, the transmission will stay inside the cap and you may not be able to get it attached to the lower pen nib again.

I make a short "plug" so the transmission will not retract inside the cap, and the threads can always be caught by the lower nib section.

I may do an article in the library on how to size and make the plug to prevent this problem.
 
EBorraga said:
I show the customer when they buy it. On all my Sierra's I use loctite. That way the only way to take it apart is to unscrew the nib. Before I started doing that, I had to fix many pens where the transmission was pushed far into the tube.
Click to expand...


Me too.
 
I give instructions and demonstrate, but most of our sales are gifts. When selling a pen to a grandmother who is going to give it to a granddaughter don't expect the instructions, written or verbal, to be passed along.

I get a good number of calls and emails from people who can't figure out how to change the refill. I end up spending some time either trading emails or on the phone with them. Occasionally they call back a year later when the replacement refill needs to be replaced again, they forgot the instructions. . .every contact is an opportunity to sell them something else.
 
Chasper said:
I give instructions and demonstrate, but most of our sales are gifts. When selling a pen to a grandmother who is going to give it to a granddaughter don't expect the instructions, written or verbal, to be passed along.

I get a good number of calls and emails from people who can't figure out how to change the refill. I end up spending some time either trading emails or on the phone with them. Occasionally they call back a year later when the replacement refill needs to be replaced again, they forgot the instructions. . .every contact is an opportunity to sell them something else.
Click to expand...


I know this is an old thread, but that last statement is an excellent point worth remembering.
 
I include written instructions and contact info inside the box with every pen. I have seen no evidence that anyone reads the instructions, but I do get contacts. Which is fine, I kinda like being in contact with my customers. :smile:
 
I've never had that problem since 99% of my pens are twist with a cross refill. Most everyone knows how they opperate. Like some of the others, I have a problem with the lifetime supply of the refills. One of these days I'll run out of refills in my new kit inventory.
 
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