Cross Pens - Great service deserves recognition
Discussion
About 35 years ago my wife bought be a Cross rollerball.
It's been everywhere with me since. Used it to pass my professional exams. Lucky pen!
So, I need to put a new refill in but the plastic broke.
Sent an email to Cross to see if they had any spare parts.
Within a few hours I had a reply to advise me they no longer have spares for my model but if I send them my name and address they will post me a new pen of similar style.
48 hours later, this arrives!
A splendid new pen.
In these days of superficial customer service and useless warrantees, Cross deserve a pat on the back from me.
It's been everywhere with me since. Used it to pass my professional exams. Lucky pen!
So, I need to put a new refill in but the plastic broke.
Sent an email to Cross to see if they had any spare parts.
Within a few hours I had a reply to advise me they no longer have spares for my model but if I send them my name and address they will post me a new pen of similar style.
48 hours later, this arrives!
A splendid new pen.
In these days of superficial customer service and useless warrantees, Cross deserve a pat on the back from me.
that's impressive, especially given the years you've had the pen. Yes, that's top customer service from a company that cares about them and their brand
lowering the tone... I had a soft close WC lid from ROCA.. worked well. However, after several years one of the hinges broke and I couldn't find the right one locally. I contacted ROCA UK. the Woman who answered was very helpful and I asked if they can provide a replacement or where I can get them. She said that the older hinges had some plastic parts which have been failing and that now they only provide an improved Metal hinge. she asked for my name and address and said she would send a pair of the new design metal hinges, free of charge. they arrived a few days later.
I don't know of any other pen brand that offers that kind of customer service, quite the opposite. I know of one newish pen maker who makes no secret of the fact that they say 'if it breaks, buy a new one'
Another prestige maker who will expect you to send the pen make to them, attempt a repair and then charge you £100. Another well known maker who just say, 'we cannot repair this, it is how they were made'
In fairness, Dunhill are pretty good, I lost a screw in top from a 20 year old Dunhill silver ballpoint, by chance I was walking by their shop and called in, they had a wooden box full of tiny parts, 'lets see what we can do sir', they found one and fixed it. In fairness I don't think they would have followed Cross and given me a new pen if they didn't have the part..
Another prestige maker who will expect you to send the pen make to them, attempt a repair and then charge you £100. Another well known maker who just say, 'we cannot repair this, it is how they were made'
In fairness, Dunhill are pretty good, I lost a screw in top from a 20 year old Dunhill silver ballpoint, by chance I was walking by their shop and called in, they had a wooden box full of tiny parts, 'lets see what we can do sir', they found one and fixed it. In fairness I don't think they would have followed Cross and given me a new pen if they didn't have the part..
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