A.T. Cross Company

A.TCross Company (“Cross”) places a high value on its relationships with its customers, and accordingly, takes customer satisfaction issues such as this one very seriously Our full perpetual warranty provides for either repair or replace in the event that a product can no longer be repaired Mr [redacted] has sent a very old Century pen to us in the past and we had repaired it to his satisfaction In July of 2016, he sent the pen in again and at that time we determined we were unable to repair the original pen and per our policy, sent him a replacement model Century from our current production Our Service manager called Mr [redacted] upon receiving this complaint to answer his questions and resolve the matter She explained that the weight difference is due to a quality improvement that was made to our standard ball pen mechanisms over years ago This quality improvement increased the life of the mechanism by 10x and reduced the overall weight of the mechanism Mr [redacted] ’s original pen predated this mechanism change With regard to the damaged shirt, we offered to reimburse Mr [redacted] the $in product, but he refused We have sent him a new pen at no charge (another Century 4502) which he should receive within the next few days This pen bears the stamp “1/10kt gold filled/rolled gold cap/barrel” on it signifying that the cap and barrel are in fact made using the gold layered bonding process, which is different than an electroplating process Our Service manager will be calling this customer next week after he has received his new pen to see if he is satisfied with this resolution Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. This is still in the process of resolving, they did send the package, and I sent the damaged pen back by *** so just hold on while it resolvesThe job can not be considered complete yet, so it cant be reported as satisfied, but it is going in that directionI expect it will be resolved completely soon, once that is done, we can close it but not yet
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

A.TCross Company (“Cross”) places a high value on its relationships with its customers, and accordingly, takes customer satisfaction issues such as this one very seriouslyThank you for bringing this matter to our attention. Our Supervisor of the DTC and Retail Division has been in
touch with Mr*** via email to discuss the matter. She was able to ensure Mr*** that he had only been charged one $handling fee in his attempt to return the pen to us. She also explained that the issue he had with not seeing the full return address for Cross was due to a different browser settingWe sincerely apologized for the inconvenience and are sending Mr*** a new *** label for his return and are crediting him with the $handling fee he was charged. Upon receipt of Mr***’ pen, Cross will either repair or replace the pen free of charge and ship it back to himMr*** thanked Cross’ SupervisorThank you

Dear Revdex.com: We have received Mr***’s rebuttal and unfortunately this issue has not been resolved as of yet. We are in touch with Mr*** and are taking all steps to achieve a positive outcome to his satisfactionPlease let us know if you would like us to provide an update once this matter has been successfully resolvedThank you very much

A.TCross Company (“Cross”) places a high value on its relationships with its customers, and accordingly, takes customer satisfaction issues such as this one very seriouslyOur Supervisor of the DTC and Retail Division called Mr*** on the morning of 4/27/to understand the matter.
Mr*** explained his frustration with not getting the correct refills for his pen and the time it took to get his product back. Cross explained the new changes to our refills that unfortunately impacted the fit in his writing instrument. We sincerely apologized for the inconvenience and are sending Mr*** a Century II Black lacquer Rolling Ball pen so he can use the rolling ball technology he enjoysWe included complimentary rolling ball refills for his use. We shipped these products to Mr*** today via ***Mr*** was very appreciativeWe have resolved this matter to Mr***’s satisfactionThank you

A.T. Cross
Company (“Cross”) places a high value on its relationships with its customers,
and accordingly, takes customer satisfaction issues such as this one very
seriously....


            
           Our
full perpetual warranty provides for either repair or replace in the event that
a product can no longer be repaired.
            Mr.
[redacted] has sent a very old Century 4502 pen to us in the past and we had repaired
it to his satisfaction.  In July of 2016, he sent the pen in again
and at that time we determined we were unable to repair the original pen
and per our policy, sent him a replacement model Century 4502 from our current
production.
           
Our Service
manager called Mr. [redacted] upon receiving this complaint to answer his
questions and resolve the matter.  She explained that the weight
difference is due to a quality improvement that was made to our standard ball
pen mechanisms over 20 years ago.   This quality improvement
increased the life of the mechanism by 10x and reduced the overall weight of
the mechanism.  Mr. [redacted]’s original pen predated this mechanism change. 
With regard to
the damaged shirt, we offered to reimburse Mr. [redacted] the $65 in product, but
he refused.  We have sent him a new pen at no charge (another Century
4502) which he should receive within the next few days.  This pen bears the
stamp “1/20 10kt gold filled/rolled gold cap/barrel” on it signifying that the
cap and barrel are in fact made using the gold layered bonding process, which
is different than an electroplating process.   
             
 
Our Service
manager will be calling this customer next week after he has received his new
pen to see if he is satisfied with this resolution.   Thank you.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am still waiting for the [redacted] Return label to show up, they reversed 4 of the 5 charges, and per our phone conversation would be reversing the final one due to the problems this has been.  This cant be closed yet, but some progress has been made.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  The statement that there was an offer to pay for the destroyed shirt is false.  No such statement was made or even discuss. She did not tell me or ask methe focus of my complaint was the 1/20 gold filled junk that they sent me as a fix for a pen that was 10kt gold not gold fill I know there is a large difference between the two products.  the problem with the plastic parts inside the pen.  all the Cross pens that I do own and have for more than 20 years all have metal parts that make up the interior of the Cross pen. the ink cartridge is made in China and the ball is not machine to fit the made in China refill it leaks to this day.  the statement She made was that a piece of lint went up inside a pen in my pocket.  I dare say how could a piece of lint go uphill in a pocket with the pen in the down position. the laws of this world does not allow that to occur.  I will accept the offer of the cost to replace the shirt if it is made in good faith I think she states in the reply that she would pay $65.00 for the shirt.  I want a 10kt Gold Cross Pen that was exactly as the one I sent the company for repairs. Not something made in China with plastic parts and gold filled. the 1/20 is nothing more and painted on it is fused to the base metal which is brass metal.I await to see what is sent and what is offerThanks[redacted] 
Regards,
[redacted]

A [redacted] label was mailed to Mr. [redacted].  When we receive the product back, we will repair or replace the product and return to customer as quickly as possible.  As was explained in a prior email, there was only one $10 fee charged to Mr. [redacted].  The fee has been reversed. We will provide a status update when available. Thank you.

I have been receiving unsolicited mail from this company since at least 2011. I have contacted this company at least three times since then by phone (12/11/2012 - spoke to "[redacted]") and email (11/12/2011 and 5/15/2012) requesting that they remove me from their mailing lists. I was assured by email and phone that they would do so, the latest this last December 2012.

I just received a further unwanted catalog from this company today, 5/9/2013.

It is clear to me that despite the reassurances by A.T. Cross's Customer Service representatives that they have not removed me from their lists, in persistent violation of FTC guidelines.