Date sent: Tue, 27 May 2003
Subject: Re: Customer Service

Hi Jim!! I just want to let you know that I received the pen today. I just want to say that this was my first time ordering of the Internet and I want to tell you that the Writer's Edge has made it a great experience. Your customer service has been amazing and the prices even with converting to Canadian dollars are excellent. I definitely will buy my next Space pen from you the next time I need one. I am one very satisfied customer. Keep up the
excellent work.

Jason :)
Toronto, Ontario - Canada

 

Thu, 8 May 2003
Subject: Thanks

Jim,
As you might know, I have been purchasing Sensa pens and refills from The Writers Edge for quite some time. I would just like to say thanks. Being a doctor, I write so many patient charts in a day, that I was going home and having trouble closing my hand. Since I have used the Sensa Rollerball (the Rollerball because it is so thick), all symptoms have disappeared. Thanks again.

Dr. Eric Knight
Wisconsin

 

Date sent: Fri, 7 Mar 2003
Subject: Re: My order

I received a call from your company. Your customer service has FAR surpassed many other internet companies. I wish i found your site before the holidays. You will remain in my favorites list and I will be happily dealing with you folks for a long time. I tried to order this brig in a bottle from 3 other companies this past christmas and had no success or replies. I actually had to dispute credit card charges with one of them. All of my commpany gifts were ordered online and there were many of them. I will pass this on to my coworkers. Thank you and I wish you all the success you deserve.

Ray Little

Date sent: Fri, 14 Feb 2003

Dear Jim,

I got the package and my husband and I are really pleased with the quality of service you have shown. I didn't think what I ordered would make it for Valentine's day after I didn't receive it yesterday. Thank you for going out of your way to provide good service to your customers and I really hope
you keep up the good work. This won't be our last order, and we will gladly recommend your store to our friends. More power!

Criziel
Nashville, TN

 

Date sent: Mon, 12 Aug 2002

Jim & Traci,
I send you both my heartfelt thanks for your extraordinary efforts in getting my order to me in time for graduation at my school. The second parcel was delivered to me at 5:30 or so this evening, and I can't remember when I've been so happy! I am sure the recipients of the gifts will also be
thrilled.

So thank you for going above and beyond the call of duty - your customer service deserves an A++++.

Thanks so much!
Judy Evans, Killingworth, CT

 

Date Sent: Thursday, June 20, 2002

I just wanted to drop a line to you and say thanks!I ordered a Bullet Space pen on Sunday and received It on Wed. This has been the best experience I have had while online. I can't wait to take it to work tonight and show all the guys. I will have your website address handy because I know they will want one.Thanks again for your GREAT!! service.

Gus Fuhrer - Smyrna, TN

 

Date Sent: Friday, April 05, 2002 12:01

Dear Jim,

I hate your web site, the lay out is brilliant, the server speed is superb, the ordering is so easy, the delivery beyond reproach (10 days to Australia, of which 4 were over Easter), worst of all you have quite the best range of product in there line I have seen.

As a regular shopper in London, I can assure you, that to cover your range of pens and useful gadgets, one would have to spend at least 2-3 days checking the shops in, Brompton Road (Harrods etc), Regents St., Oxford St (Selfridges etc) , Bond St (New & Old) (Aspreys), Burlington Arcade, the list goes on.

Your web site is so good, the service is so good, and the delivery is so good,

I just have to buy, until I have more pens than you do,

Thanks again
Peter Harrison-Sleap - South Guildford, Australia

 

Date sent: 3/6/02

Jim,

Thanks a lot for letting me know when you are shipping my pen!

I have read your entire website, and someone should write an article about the TheWritersEdge.com and the way that you do business. Being only a graduate student -- and not a very worldly one -- I can not say this with certainly, but:

I don't think that it is safe for one to say (as I am tempted to) that you do business "like in the old days."

I am not aware in my limited amount of experience that the HIGH degree of personal attention paid by you and your company was EVER the "norm." I don't think that your way of doing business is particularly old-fashioned. I think that it is revolutionary, like the Space Pen itself. Your company is like the Space Pen in that you have done something not only differently than everyone else that does business; you have done it better!

That sounds trite, but I have been screwed over by I-don't-know-how-many websites I have purchased things from. And as for returns, forget it! If there is no retail store around to exchange something, I don't bother. Somehow, they never seem to get (!) what one sends back to them to return. Your company seemes different, and that turned out to absolutely true.

You can expect that I will be purchasing two more Space Pens from you next week. And I am now a Space Pen user for life.

I wish you the best, and thanks again.

Cheers from a COLD New England,
John - North Quincy, Massachusetts

Date sent: Mon, 25 Feb 2002

Dear Mr. Jobin:
I am thoroughly impressed with the way that you conduct business. I ordered my pen on a Wednesday afternoon, and it was here on Saturday. And by "here" I mean all of the way to Massachusetts! The pen is, of course, outstanding. But in the days of e-business, when quality goes out the door, your business is a beacon of professionalism, and I thought that I would let you know that you have a return shopper with me (and I will recommend you to all of my pen-fan friends).
Cheers from New England,
John G.

Date sent: Thu, 13 Dec 2001

Thank you for the quick response, my brushed chrome bullet pen arrived yesterday. It is perfect. I have had and used a bullet pen for a number of years. (I am still amazed how long the refill lasts - I average over five months and that is with very heavy usage.) These pens are near
indestructible. My previous pen has literally gone through the washer, it only missed the dryer because I felt it in my pants pocket while transferring the wet clothes into the dryer, but I am sure it would have done that with no problem as well. But the dents and other scratches from
years of mistreatment finally became over powering from an appearance aspect, though the pen continued to work perfectly. Then I saw the advertisement for the brushed chrome and I knew that was the one for me. I look forward to many years of good service from this pen. The bullet pen is
the only one I use.

If I ever get out to Nevada, I will look up your store.

Thank you for such a great product and equally great service.

John W. Mullineaux - Pennsauken, NJ

 

Date sent: Mon, 26 Nov 2001

Dear Mr. Jobin,
Let me start this off by saying that i am a very optimistic person. I always give people chances no matter how many times I get burned. I have dealt with many businesses in my 28 yrs. on this earth and it always seems that i get the short end of the stick. Sometimes you have to deal with those companies again because they are the only places to get what you need. I wasn't to sure what to think about ordering online.Would i get burned once again? I have wanted a space pen for many years but was it worth it? Well i am glad to say i did order my pen! At first i thought to myself, "oh no! they didn't send my refill i had ordered, did i get burned again?". And the answer to that is NO! Not only did i not get burned, you personally answered me back, who does that anymore? And when i did receive my refills you threw an extra one in! All I have to say is WOW!! You really do have a different kind of company. The kind of company that i love to deal with. I will be ordering more pens from you soon.
Thank you very much for not being the typical business. You really proved to me that people can still do nice things. You don't get very much of that lately. I hope you have a great day. And thank you for making mine a little better. Take Care.
A Loyal Customer,
Dan
Santos - Kingsburg, CA

Subject: Website feedback from a customer
Date sent: Wed, 31 Oct 2001 22:24:58 -0500

Hi Jim,

I just did some shopping on your site and wanted to give you some feedback. Overall I must say that this was one of the most painless shopping experiences I have had on the web. Straight forward navigation without overtly flashy graphics. And whatever software you are using for the shopping cart is excellent. Don't ever let your marketing people convince you to add more graphics or flash to the site. Personally I shop longer on a site when I can browse and find things, not waiting for flashy Ads for other products in the catalog. My original intent was to find a basic space pen, an 18.00 item The final order was about 80.00 because you didn't have a complex, graphics heavy site.
And it is refreshing not being forced to register to actually buy something.

thanks marc

 

Date sent: Sun, 28 Oct 2001 16:15:12 -0500 (EST)

Jim,
I am writing this because i would like to let you know how much i appreciate the service that your company has given me in the past. I dont know how many space pens i have ordered from you, but thats not the point of this email. I just wanted to let you know how much I appreciate the service that i received from you in the past. It seems like whenever i order something online,
something goes wrong, and then, when i write back to them to correct it, i either get a computer that generates a canned response, or i don't receive a response at all. This is NOT the case with you, a person, who cares about his customers. I have referred your company to many people, and i basically juts wanted to say thank you for the great service i have had in the past, and look forward to having in the future.

Thanx Jim, hope everything is going well
Your loyal customer and friend

Jason, Cortland Manor, New York

 

Date sent: Fri, 26 Oct 2001 14:33:05 -0500

Dear Writer's Edge,
You have done to much!
If you remember I ordered the 550SN with the engraving of "Semper Fidelis" Latin for
Always faithful. At first I did receive the wrong shipment of the 500SN, pen with an
engraving was so badly done it was unreadable. However upon my complaint you have gone
out of your way to show that customer support is not one of your failings. Today I
received the proper order and it is a beautiful pen with a beautiful engraving. Not only
that but your free gift of the engraved Space Pen and [Sheaffer] grip pen really goes
over the top. I certainly will be doing business with you in the future. A company such
as yours that cares so much for customer satisfaction disserves to be commended and my
future support.

Thanks again,
Michael Maatta, Michigan

 

Subject: thank you
Date sent: Wed, 3 Oct 2001 17:13:59 -0500

Dear Mr. Jobin,
Hi, today we received the package from you folks thru Airborne Express. We can not thank you enough for your kindness in helping us by ensuring that we had the pens by Thursday like we needed them. We are very busy with wedding plans but we had to stop what we were doing to write you a special 'Thank You' for your thoughtfulness! It is very rare in these days that we have found a business that cares for their customers as you do. We will recommend your services to everyone we can and we pray that God will Bless your Business in the future! You never mentioned an extra charge for duplicating the order for us but we want you to know that if there was an extra expense to you for doing this we would be happy to pay it. We are just so very happy to have them in time for our event. Again, Thank you from the bottom of our hearts. You have helped to make our daughter's wedding day a happy occasion and we thank you for that! God Bless You!!!

Sincerely,
Bob, Shirley and Sherry Ahlgrim

Date sent: Fri, 3 Aug 2001
Subject: Re: Order Update
Thank you for your response, it really means a lot to me that you took the time out of your busy schedule to reply. i also appreciate your sending the 2 refills. Ihave been purchasing space pens as gifts for the last 2 years from various stores, but your selection is by the far the largest. Your outstanding customer service has made me a customer for life.
Thank you very much,
Arthur Fukumoto, Rosemead, CA

Date Sent: 8/1/2001
Subject: The Writer's Edge Online Order
Dear Mr. Jobin, I want to recognize one of your employees as an excellent sales representative: Sarah, she works in your store at the LV airport. She assisted me with a few purchases and best of all she was receptive to all of my questions. And thanks to her, she gave me one of your business post cards, I just made a $75.00 email order for some Fisher writing instruments and ink refills. Anyway, I just wanted you to know that Sarah, I believe that's her name, is doing an excellent job.
And by the way, I was at the LV airport on Thursday morning of July 26,2001 at your store between flights from ABQ,NM to Reno, NV. Just Wanted You To Know!!!
Steve McLemore
District Environmental Health Officer
Division of Environmental Health Services
Indian Health Service
U.S. Public Health Service
Albuquerque Area Office
Albuquerque, New Mexico

Subject: Telescoping Space Pen
Date sent: Fri, 13 Jul 2001 09:03:26
Jim--
My replacement pen arrived in the post this morning (Friday 7/13). Inauspicious date aside, I hope I have better luck with this pen than my last one! (It already seems much sturdier--the nose cap doesn't have nearly the "give" that my old one did.) Thanks again, Jim, for going the "extra mile" for me. The Writers' Edge is one of the few companies that practices what they preach when it comes to customer service and satisfaction! Even when you have to replace a Space Pen all the way in the United Kingdom!
Regards, Tharren Thompson, Surrey, UK

 

Date Sent: 6/12/2001
Subject: Retro Nickel white rollerball pen

Dear Jim, I received my pen today in the mail. I want to thank you for your promptness and extra effort you put in to this single order. I really appreciate it and the pen is as you said "beautiful". I'm a pharmacist in a local retail setting and know what it takes to please the public. You far exceeded my expectations. Congratulations to you and your staff.
Again thanks. Jay - Vadalia, IL

 

Date sent: Sun, 08 Jul 2001
Subject: Re: The Writer's Edge Online Order

The internet needs more companies like yours. Never in the time I have been ordering things online have I got such detailed explanations as well as great customer service. Let me just let you know that this problem with usps will in no way effect the future purchases that I will buy from your company. These products that you sell make great gift ideas not only for me but I am going to pass your site on to family and friends.

Take Care, Leo Kremer, Watertown, MA

PS I wish there was another way that I could recognize your customer service and care for customers in a way that other shoppers would be able to see.

 

6/6/2001
Subject: Thanks for the great service
Dear Mr. Jobin, I would like to take a minute and thank you and your business for the excellent service that I got when ordering my space pen. It came in the mail the other day and I am happy to say that I have retired the Bic that I was using.

I am a police officer here in Huntsville, Alabama and all I do at work is write. Your pen is a real asset when the rain is pouring and I have to write out a wreck report or a citation. I just hope that I can hang onto this one better than I did the last one that I had.

Once again, thanks for the great service.
Larry Tomlin Huntsville, Alabama

5/21/2001
Got my pen today and I am very happy!! It looks awesome! Thanks for the great engraving job! It is really nice to know that a company goes the distance with the products they sell. I tell everyone about your site. A loyal, satisfied and happy customer (the best kind) Travis Partington.
Kim Travis and Tucker Partington
Abington, Mass

5/17/2001
The order arrived on Monday the 14th. I was pleased with all of the products and look forward to ordering more in the future. Thanks for taking the time to answer my emails. Not all of the companies on the 'net take the time to make the customer feel appreciated as you have. Thanks again.
Andrew J. LeBlanc, Nederland, TX

2/15/2001
Mr. Jobin, I received my bullet pen a couple days ago. The engraving turned out beautifully. You had written a special note to me on the back of one of your postcards about moving from Arizona to Oregon. I just wanted to thank you very much for taking the time and personalizing this to me. I recently graduated college in Phoenix, Arizona and was hired by Oregon Mutual Insurance in McMinnville, Oregon. I really love my new job and location. Again thank you very much for such a beautiful product and taking the time to show that you really care about your customers.
Sincerely, Matt McKinney, McMinnville, OR

2/10/2001
I must congratulate you on your excellent website -- the ease of looking at the products and the wealth of information given gave me the confidence to buy these items for the first time and to do so online.
Jean Wohlever, California

2/8/2001
Dear Jim, I'm so happy with my new bullet space pen I received from you last week. It's just what I envisioned it to be. I show it off whenever and wherever I can. I let people hold it, write with it (it writes so easily). Just wanted to let you know.
Thank you,
Kim Gross

2/10/2001
I must congratulate you on your excellent website -- the ease of looking at the products and the wealth of information given gave me the confidence to buy these items for the first time and to do so online.
Jean Wohlever, California

1/30/2001
"I wanted to write you to thank you for such great service and to tell you that my boss, Anne Wilson Schaef is a published author who has recommended The Writer's Edge to a group of writer's that came to a workshop this month in Hawaii. Anne writes her books with nothing but space pens and passes her enthusiasm along to the many people she works with around the world. We will continue to support the Writer's Edge and spread the good word. Thanks again for your work."
Sincerely, Pete Sidley Managing Director, Wilson Schaef Associates

1/3/2000
"I am very particular about what I write with since I use and collect what I think are good writing and stylish pens. I received my order from you today and I have never written with a better pen. I am also impressed with your customer service and order department. I was only e-mailing you folks a few days after my order was placed to find out if it had been shipped and this was on a Sunday night. I had no idea that within 2 hours you guys would e-mail me back with the information. I am impressed with your company and will recommend you to my friends and associates."
Craig Medley - Enterprise, AL

1/26/2001
"Your superb service, great products, and personal attention are invaluable to me. I've not seen this level of customer attention in years, and I'll do what business I can with you."
Regards, Jim L. - Cumming, Georgia

1/18/2001
"Thanks Jim... I got a call yesterday from your wife, Traci. You folks, have really gone the extra mile, and for a very small item. I was initially quite annoyed because I figured surely my $12 was wasted. Instead, you've spent well more than the initial order amount, just to save a customer. I commend you for your dedication to remedying my situation. You've certainly won my loyalty and endorsement. I intend to use this order, to illustrate exceptional customer service here at my company... And with your permission, I'd like to be able to use your name and your company's, perhaps giving you a bit of word-of-mouth advertising."
Much thanks, Dave Farquhar - Irvine, CA

1/15/01
"Dear Writer's Edge I would also like to commend you on your outstanding customer service. All of my inquiries have been handled very quickly, and I will highly recommend you to others. It would be hard to find another online merchant to match your excellence. Keep up the good work, Mr. Jobin. *Salute* "
Mark Bray - Honolulu, HI

Wed, 20 Dec 2000 12:37:11 -0000
"Hi I just wanted to add my thanks to the many you must have already received. I must admit I had tried to order a space pen from another online site but after two days of trying moved on to your site. What a good move that proved to be - excellent service. Pens were here within a week I think. My partner has had a space pen in his back pocket for many years and relies on it all the time. It is very old and battered and the lid had become a little loose. I have now got him a snazzy blue one to replace it and I also bought a friend (who has been eyeing up Steve's) one as well. And I didn't even need time off work to do my Christmas shopping. I did it at work in the name of research."
Jean Pearson
Staff Help Desk ISS, Lancaster University - United Kingdom

Mon, 18 Dec 2000 20:15:25 +1100
"Hi Jim, Guess what? Yeah, it arrived today! Many thanks for your service. It's good to come across an outfit that lives up to the hype, and I'll make sure others hear of my experience.
$-) Have a great Christmas, and a very prosperious New Year."
Gary Bale, Australia

Fri, 15 Dec 2000 16:18:32 -0600
"Jim & Tracy, Thanks for the fast shipping of the pens I ordered. They were for a few good young friends who are graduating from the Corp at Texas A&M and continuing on to careers in the various branches of the Military. You have a fine website that is quite easy to use. Thanks again for the good experience."
-Bob - Centerville, Texas.

Sat, 9 Dec 2000 00:18:59 -0-500
"Just a quick note to thank you for the expedient service from your company. I was happily surprised to see a package waiting for me when I got home yesterday, and extremely surprised to see that it was from your company, considering I had placed the order only a few days earlier. I have recommended you to friends and I will definitely order from you again! Thank you so much...."
Heather, Hayward, CA

Fri, 8 Dec 2000 15:17:54 -0800
"Happy happy, joy joy!!! The package arrived today and the whole office thinks this (Crystal Fountain Pen) is the most amazing writing instrument they've ever seen (they don't get out much - wait until they see your space pens!) Thank you for getting the pen out so quickly. It arrived in great shape and I'm tickled pink with my first glass pen. Thank you for making this a great experience. Hope you have a happy and prosperous holiday season."
Sonia Anaheim, CA

Tue, 5 Dec 2000 06:29:48 -0500
“I like the black bullet pens for the car. When you come back from four days to a freezing Jeep, it is great to have a pen handy to write your parking fare with, a lot easier than reaching back to your flight bag.”
Kevin W. Roberts - Somerset, New Jersey

 

From: Mark and Diane Blair
To: Jim Jobin
Subject: RE: Y2K Space Pen
Date Sent: Wed, 29 Nov 2000 23:41:28 -0500

Jim,

We received the pen and it's back in the hands of my elated wife! Thanks so much! And thank you for the great customer service! If you could only run my grocery store, post office, doctor's office and bank, I could get spoiled!

There are not enough of your kind around any more. Those of us that remember what good customer service was like really appreciate your extra efforts. Have a great holiday season!

Mark and Diane Blair

From: Annie Williams - United Kingdom
To: Jim Jobin
Subject: Thank You!
Date Sent: Fri, 17 Nov 2000 21:31:30 +0000

... sounds good to me! I'd really love for you to post on your customer feedback that your customers can order with TOTAL confidence from you folks especially for expensive orders; your customer service has been outstanding. This delay had absolutely nothing to do with you or your service, but I had that GREAT feeling of security that you folks were owning this problem until we got a resolution. That is a fantastic feeling to have when you are ordering on-line reliant on mail delivery.

I'm going writing some letters now :> (already been on to the site looking at the Millenium/Mars bullet pens - they look really good! What quality would you rate the new ink - does it blot or anything? They are very tempting - as an IT Project Manager note-taking like crazy in meetings all the time (and always running out of refills!) they look a really good option. Let me know your opinion ...)

Thanks again, Jim

Take care, Annie

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