Twsbi Customer Service (Again)

[dgturner]

Within the span of a month, I managed to break the cap on my Mini and lose the cap to my 530. I wrote TWSBI regarding the purchase of replacements (informing them why I needed replacements). The response was both rapid and pleasing. TWSBI's reply was to request my shipping address and $6 for shipping. The shipping label was created before I even sent the payment. I love these guys!

Oh, this is the second time that TWSBI has sent a replacement part rather than charge me for the part.

[stuartk]

I have a few TWSBI products and have been mostly satisfied. However, I recently bought an ECO and am not very pleased with the nib or the "customer service."

 

It's one of the worst-writing pens I've ever bought, and when I asked about it, they told me to go buy another third-party nib from someone else and try that. I got the "they're all like that" line and they made it seem like I have a problem because I expect more from a pen.

 

I've heard here about various TWSBI problems, but not that the customer service stinks. I was kind of stunned at TWSBI's response to me. They didn't even say they were sorry that I wasn't happy with the pen.

 

 

Update: Well, they did resolve things in that they issued a refund. However, they still blamed me for everything and never admitted that there was a problem with their product.

 

It's too bad, because they have some interesting products and they seemed to listen to their customers during the design process.

Edited June 26, 2016 by stuartk

[keo]

The response was both rapid and pleasing.

 

How did you get ahold of them? I sent an e-mail to twsbiinc@gmail.com (the address listed on their web page for US support) 3 weeks ago. After two weeks with no response, I sent another. Another week and still no response. This was a Vac 700 problem and my others have been 540 problems, but I don't figure that should make any difference.

[Out0Mind]

I recently had a problem with one of my Diamond 580s. I was putting it through routine maintenance and cleaning the nib assembly when the black assembly sheath cracked in the threading. I reached out to TWSBI using the form on their website (this is the second time I've used this form) and had a response within an hour asking for my shipping address. They stated they'd be shipping me a new sheath ASAP free of charge and apologized for any issues.

 

I strongly recommend using the form on their website as opposed to emailing. I've only had extremely fast responses and have been pleased with their customer service.