Jeer Exotic Blanks

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Pen Zen

Member
Joined
Jun 18, 2017
Messages
137
Location
NRH, TX
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.
 
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DavidD

Member
Joined
Oct 4, 2017
Messages
209
Location
Boulder, Colorado
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

Member
Joined
Nov 29, 2006
Messages
2,161
Location
Canberra, A.C.T., Australia.
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.
 

ed4copies

Local Chapter Manager
Joined
Mar 25, 2005
Messages
23,749
Location
Racine, WI, USA.
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

Member
Joined
Jun 18, 2017
Messages
137
Location
NRH, TX
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

Member
Joined
Mar 15, 2017
Messages
2,881
Location
Cleveland, TN
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

Local Chapter Manager
Joined
Mar 25, 2005
Messages
23,749
Location
Racine, WI, USA.
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

Member
Joined
Jun 8, 2011
Messages
3,496
Location
Suffolk, VA
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.
 
Joined
Dec 22, 2017
Messages
999
Location
Wolf Creek Montana
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

Member
Joined
Jan 14, 2013
Messages
52
Location
Shelbyville, KY
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
 
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