2007.09.26

Customer Service

00.01.42 - Mark

Usually I rant about how much customer service sucks, which is because it usually does, however it's always a treat to find some that doesn't suck. Canon's customer service made me happy a while back when it didn't take 5 hours to convince them my camera was broken, but Pilot Pens really surprised me. I'm a mild pen geek, and my current everyday use pen is the Pilot Precise V5 RT.

It writes smoothly, has a narrow line, and it makes a nice clicking sound. It's great to write with but I had two problems. First it's light. I personally prefer heavier pen bodies, metal pens being my favorite, second is that the pocket clip on the V5 RT's was really horribly designed. The inside of the clip was made in a way that it catches on threads all the time. I'd reach for my pen and start ripping up my pants. Not good.

Anyways I shared my opinion with Pilot, and I was really looking for a metal pen body that took the V5 ink. I guess no such thing exists, since I never heard back from Pilot (not even the automatic confirmation email most places send out), but a few days after I messaged them, a package arrived with a couple of V Ball RT pens that can use the same ink as the V5. The bodies are more or less identical, same materials and features, they weigh the same, but it's a little sturdier and the clip had a lot more though put into it.

I know most people could care less about my pen choices, but if a pen company can get customer service right, why can't larger more customer centric companies not?

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