Funny I just found this thread as I get off the phone with Penn State Ind. This was the second call to get some replacement parts. The first time the sales rep refused to honor their warranty and said I had to talk to the technician who is about to go home so please call back. This time he is on his break, so please call back. FYI I have a Big Ben click pen that keeps having clicker jamming issues with my customers and coming back to me to replace the plastic mechanism. And I quote "its only a plastic part you have to expect they will wear out" . Two of my returns have been within days of the receipt by the customers and yes I could re-create the failure so they weren't making it up. I buy a lot of stuff from Penn State but I think this is one kit I am taking off the list which is a shame its my best seller. Since calling them for service is problematic.