Lamy demonstrates what it means to stand by their product, and showing the best in customer service.
Lamy demonstrates what it means to stand by their product, and showing the best in customer service.
By Karn G. Bulsuk
I own a number of fountain pens, mostly to switch around the writing experience every now and then. One of them is a Lamy 2000, a design masterpiece released in 1966, and a pleasure to write with.
Unfortunately, there was a design flaw – one discovered to my dismay one day after it was taken out from storage. A long crack had appeared right around the barrel of the pen, rendering it useless.
After searching around, it became clear that this was a design flaw which potentially affected all Lamy 2000 pens manufactured prior to 2009, and has since been updated to fix the problem.
I contacted Lamy in Germany to ask what could be done and how much it would cost. Afterall, the pen was long out of warranty, and wanted to see if it was worth repairing. Their answer was simple: send it in, we’ll repair it at no cost.
With true German efficiency, it was repaired and placed on my doorstep within a month. The cracked section had been completely replaced with the new version of the barrel, so that the problem wouldn’t be repeated.
It was a truly positive experience and I am impressed that Lamy has stood by their product. It demonstrates true customer service, confidence in their products, and clearly shows they have a sense of responsibility. In turn, that builds customer loyalty when you know you can trust the products they make. Since then, I have continued to purchase Lamy pens as I know I can trust their quality.
By Karn G. Bulsuk
I own a number of fountain pens, mostly to switch around the writing experience every now and then. One of them is a Lamy 2000, a design masterpiece released in 1966, and a pleasure to write with.
Unfortunately, there was a design flaw – one discovered to my dismay one day after it was taken out from storage. A long crack had appeared right around the barrel of the pen, rendering it useless.
After searching around, it became clear that this was a design flaw which potentially affected all Lamy 2000 pens manufactured prior to 2009, and has since been updated to fix the problem.
I contacted Lamy in Germany to ask what could be done and how much it would cost. Afterall, the pen was long out of warranty, and wanted to see if it was worth repairing. Their answer was simple: send it in, we’ll repair it at no cost.
With true German efficiency, it was repaired and placed on my doorstep within a month. The cracked section had been completely replaced with the new version of the barrel, so that the problem wouldn’t be repeated.
It was a truly positive experience and I am impressed that Lamy has stood by their product. It demonstrates true customer service, confidence in their products, and clearly shows they have a sense of responsibility. In turn, that builds customer loyalty when you know you can trust the products they make. Since then, I have continued to purchase Lamy pens as I know I can trust their quality.
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