Problem With Jetpens.com

[Blue_Moon]

I'm another very satisfied JetPens customer. Stuff happens. They're not perfect, and they don't claim to be. From personal experience, their custom service is outstanding!

[Sasha Royale]

Dumb mistake. How much blood do you want ?

 

I have had good experiences with Jet Pens. I would deal with them again. Appears you encountered a Jet Pens

employee, who is more "human" than most. Has the package arrived, in good condition ?

 

If there is no permanent harm, I would enjoy my late-arriving pen. If you feel you are due compensation for the

inconvenience, ask for it.

 

If you forgot to sign the check or inadvertently used an expired credit card, would Jet Pens slam you to the

credit bureau ? Or defame you on Twitter ? You have a right to be mad at the dumb mistake. Be measured.

[KBeezie]

Well they don't seem to use any WHOIS privacy on their domain.

 

Domain Name: JETPENS.COM
Registry Domain ID: 137599473_DOMAIN_COM-VRSN
Registrar WHOIS Server: whois.godaddy.com
Registrar URL: http://www.godaddy.com
Update Date: 2011-04-14 17:48:40
Creation Date: 2004-12-17 01:30:06
Registrar Registration Expiration Date: 2020-12-17 01:30:06
Registrar: GoDaddy.com, LLC
Registrar IANA ID: 146
Registrar Abuse Contact Email: abuse@godaddy.com
Registrar Abuse Contact Phone: +1.480-624-2505
Domain Status: clientTransferProhibited
Domain Status: clientUpdateProhibited
Domain Status: clientRenewProhibited
Domain Status: clientDeleteProhibited
Registry Registrant ID:
Registrant Name: L Kim
Registrant Organization:
Registrant Street: 2050 Gateway Place
Registrant Street: Suite 100-184
Registrant City: San Jose
Registrant State/Province: California
Registrant Postal Code: 95110
Registrant Country: United States
Registrant Phone: +1.4153766755
Registrant Phone Ext:
Registrant Fax:
Registrant Fax Ext:
Registrant Email: service@pcowinc.com
Registry Admin ID:
Admin Name: Kevin Yao
Admin Organization:
Admin Street: 2050 Gateway Place
Admin Street: Suite 100-184
Admin City: San Jose
Admin State/Province: California
Admin Postal Code: 95110
Admin Country: United States
Admin Phone: +1.4153766755
Admin Phone Ext:
Admin Fax:
Admin Fax Ext:
Admin Email: service@pcowinc.com
Registry Tech ID:
Tech Name: Kevin Yao
Tech Organization:
Tech Street: 2050 Gateway Place
Tech Street: Suite 100-184
Tech City: San Jose
Tech State/Province: California
Tech Postal Code: 95110
Tech Country: United States
Tech Phone: +1.4153766755
Tech Phone Ext:
Tech Fax:
Tech Fax Ext:
Tech Email: service@pcowinc.com
Name Server: NS394.PAIR.COM
Name Server: NS0000.NS0.COM
DNSSEC: unsigned

 

 

If they're a one or two man staff, they probably can't offer phone support, and probably drop-ship most of their orders.

 

It's not that unusual for lack of phone support to be available for smaller operations, as long as they have many other means like email, social, etc.

 

When I had problems with Pens N More, and ebay messaging and email wasn't working, contacting them via Facebook got fast responses.

 

ie:

https://www.facebook.com/JetPens

 

Just one thing I like to do when considering a complaint is to 'kill em with kindness' for most of the initial volley of support interactions, if they still can't get it together after those initial volleys I'll step up on the sternness.

 

I personally prefer email or social networking interaction to phone, but that's mainly for two reasons

1) I'm deaf.

2) It keeps a record of what support has said to me.

Edited April 8, 2014 by KBeezie

[Archman66]

No, they didn't arrive. They were undeliverable. When I was made aware of the problem by USPS, I went to their website to call them and see what could be done. Maybe they can confirm themselves with USPS their package is being returned, duplicate the order, and ship it out confirming the correct address information with me. That would have been acceptable. But when you realize that they don't have a phone, you feel screwed. There's nothing you can do. It's unethical to o put up a website and sell stuff and not have a means for your customers to call when there are problems. Emails and social media messages do NOT cut it. Even if I had to have waited on hold to get to speak to someone, at least there would have been a means. Now, perhaps I should have looked for a phone number before ordering in case there were problems. But I order stuff online all the time from other vendors and only rarely have had problems. And when I have, I was ALWAYS, able to call. And a reasonable solution was offered in every instance. By removing the phone, you remove customer confidence. Believe me, I will definitely look for a customer support phone number before ever ordering anything from any company online. Mistakes happen. I understand. With no phone number to call I felt ripped off. They can take my money, but I can't talk to them when there's a problem? That's unreasonable. And there should be blood for THAT. My how standards have gone down.

[KBeezie]

It's unethical to o put up a website and sell stuff and not have a means for your customers to call when there are problems. Emails and social media messages do NOT cut it.

 

I disagree, and actually kind of offended that you would consider someone like myself to prefer not to use phones as unethical, there are more "small businesses" out there than you think, perhaps the deaf shouldn't interact with the rest of the world at all eh (to name one reason why one may not prefer to 'call')?

 

It's not unethical, it's inconvenient sure, but not unethical.

Edited April 8, 2014 by KBeezie

[Archman66]

Interesting. I shouldn't have aired this in this forum. I apologize. I was peeved the pens I ordered hadn't arrived and freaked out when I found there was no one to call. I don't trust emails or messages as many of you do. That's me. I guess that's not everyone. And that's okay. To be fair, Jet pens did respond via e-mail and offered a refund. I can see now that I over reacted. Thank you for your opinions and giving me something to consider.

[kiavonne]

 

I disagree, and actually kind of offended that you would consider someone like myself to prefer not to use phones as unethical, there are more "small businesses" out there than you think, perhaps the deaf shouldn't interact with the rest of the world at all eh (to name one reason why one may not prefer to 'call')?

 

It's not unethical, it's inconvenient sure, but not unethical.

 

edit: honestly I think most people who MUST have a phone number, just simply feel helpless if they can't be sure the other person on the other end of the line can hear their rage. Not really about finding a solution, but just the confidence of knowing the person on the other end can hear their 'tone', as if a voice is going to be any more authentic than an email reply, or perhaps one of those people who feel like if the person on the other end doesn't sound like a native english speaker then obviously they must be some kind of sham operation... I could go on with a number of reason why it may seem so important. But an online business works by online means.

 

 

I must respectfully disagree. The way I read it, you have just made the point for email and online in the same manner you have perceived the OP to have done for telephone.

 

The OP expressed a frustration, which many others have done before for many other reasons, and as many times before, stirred up a debate. I find this a good thing, actually.

 

I spent a long time drafting a huge response, but really, in the end it is just a matter of communication.

 

Communication has multiple forms, including telephone, TTY, fax, emails, online chat, video, face to face in person, and even via forums and social media, but by whichever means, it must also be available first, and then it must be effective. Online business is a convenience, certainly, but it must be for both company and customer. This is a concern for everyone, for all circumstances, not just mine, or yours. Providing the three base communications methods - telephone, email, and physical address - should be considered a part of doing business, in my opinion. I don't expect every company to provide every means under the sun for communications, but these three cover the most of it for just about everyone. The issue here is, for business, there should also be someone on the other side willing to communicate back and provide what we all expect as customers - reasonable customer service. If business has no need of communication, then it also has no need of business.

[pajaro]

A vendor that puts half of the customer's mailing address on the package has an issue. Purchasers of fountain pens are not buying a high tech product, no laser-guided wi-fi enabled nibs. You might assume that purchasers of old-fashioned low tech products would be more comfortable with older methods of communication and possibly uncomfortable with internet only comm.

 

Personally, I prefer not to talk to people on the phone. Snail mail lets one use their low-tech devices. Email, though, if you are in a hurry. You can want your ordered products in a hurry, we all go through that. You might try Amazon. You might get it fast by drone.

[de_pen_dent]

 

I disagree, and actually kind of offended that you would consider someone like myself to prefer not to use phones as unethical, there are more "small businesses" out there than you think, perhaps the deaf shouldn't interact with the rest of the world at all eh (to name one reason why one may not prefer to 'call')?

 

It's not unethical, it's inconvenient sure, but not unethical.

 

+ 1. I have a small business and we dont deal with customers on the phone initially either: all contact is via email. Someone can choose to take his/her business elsewhere if they prefer to deal with a person on the phone right away - that's their choice (and ours as well), but it is a little over the top - and self-indulgent, to say the least - to call this unethical.

 

I am selling a service and I get to choose the terms and conditions under which i will do so. You, as the buyer, get to decide whether they are acceptable to you or not. But you do NOT get to decide what my terms and conditions are, and you are DEFINITELY in the wrong if you go about accusing a seller of being "unethical" b/c his offering does not fit your requirements.

 

Ultimately, you had to wait a few days to get your package, is that about it? Yes, that sucks. But let's keep some perspective here.

[TheGreatRoe]

 

+ 1. I have a small business and we dont deal with customers on the phone initially either: all contact is via email. Someone can choose to take his/her business elsewhere if they prefer to deal with a person on the phone right away - that's their choice (and ours as well), but it is a little over the top - and self-indulgent, to say the least - to call this unethical.

 

I am selling a service and I get to choose the terms and conditions under which i will do so. You, as the buyer, get to decide whether they are acceptable to you or not. But you do NOT get to decide what my terms and conditions are, and you are DEFINITELY in the wrong if you go about accusing a seller of being "unethical" b/c his offering does not fit your requirements.

 

Ultimately, you had to wait a few days to get your package, is that about it? Yes, that sucks. But let's keep some perspective here.

 

Nicely said.

[dunhamsa]

Way back in time, before the internet, I used to purchase records through mail order a lot. It took a while for my order to get there, and then for the packages to get here. I also had to use money orders from the post office. Those times were so exciting, as I waited to hear the music. Now I am habituated to more instantaneous responses. I try to keep my experiences in the present tempered by my life of experiences, so that I don't lose a valuable perspective. Actually, I miss those days. I regret speed and instant gratification quite a bit lately (except when it comes to the chance to purchase pens ).

[pompa]

Interesting. I shouldn't have aired this in this forum. I apologize. I was peeved the pens I ordered hadn't arrived and freaked out when I found there was no one to call. I don't trust emails or messages as many of you do. That's me. I guess that's not everyone. And that's okay. To be fair, Jet pens did respond via e-mail and offered a refund. I can see now that I over reacted. Thank you for your opinions and giving me something to consider.

 

I don't see a problem with it. You did overreact, and people told you so, you came around to see that and even apologized, so no harm. It might even be good for you to see how other people react to such messages, I thought you were acting like a child who got very angry because your toy was late. Really, what is the big deal? It's frustrating to wait, I know, I am currently waiting for a replacement for a factory defect and have no idea how long it will take. Don't worry, it'll work out and you'll get to enjoy your pens soon enough

[Archman66]

Ultimately, I did NOT get my package. But a refund is pending. You are correct, businesses DO have the right to determine the terms and conditions under which they do business. As I have a right to reject those terms and conditions and do business elsewhere. I get nervous about ordering on the internet when there is no phone support for when things go wrong. I've dealt with companies in the past where there was no contact phone and e-mail response is tediously slow. So now I have to wonder about each new company I do online business with. Will this one respond quickly to e-mails or or will they take my money and sit on it for a while before responding. There's no way of knowing. It's a (bleep) shoot. So I will remember to look for a phone number BEFORE ordering.

 

However, your point is well taken. Business owners have the right to set the terms and conditions under which they will conduct business (provided the terms and conditions comply with aplicable laws and regulations). And customers have the right to reject those terms and conditions and do business elsewhere. Unfortunately, since I've been burned in the past, I am sensative when something goes wrong and I cannot call someone. I am no longer comfortable doing business without phone support. Especially with a company that's new to me and that I am unfamiliar with.

[Archman66]

Craps is a dice game, why is it bleeped?

[jar]

Craps is a dice game, why is it bleeped?

 

Because the board owner decided to bleep it.

[Dottie]

Like I think that everyone should have to do a stint waiting tables, I think that everyone should try doing telephone customer support for awhile, just so they can see what's involved and why some companies may choose written methods like email instead.

 

I don't base my choices in who to do business with on whether or not they have a phone number. I just, for example, bought something on ebay and we ironed out all the problems with picking it up rather than shipping it through email. I prefer that other people/businesses do not have my phone number because I don't want to start getting spam that way. You never know who they will sell your information to. I try to check the companies out with other patrons of it. Word of mouth is a pretty good indicator in my opinion.

[Archman66]

Thanks to everyone for they're input. Sorry for the childish tantrum.

[Skyppere]

I hesitate to even THINK about how much money I've spent with JetPens over the years and EVERY SINGLE TIME it's been a wonderful experience. Most of the time I would swear that the package goes in the mail BEFORE I order it. It's that fast. Great stuff, great prices and such a variety of products. If I lived next door to Jet Pens, I'd be broke by now!

skyppere

[opus7600]

Looks like the topic has already simmered down, but I thought I'd add one more voice in favor of jetpens. I've made a few orders and always been pleased.

[migo984]

Although I disagreed with the OP's initial complaint and the way it was expressed, I'd like to thank him for his measured response to the subsequent replies and for his eventual re-consideration and mature apology.