I sent the caps of both a mechanical pencil and ballpoint pen to Cross in Mexico Service Center. The clips were not "tight", and Cross repaired them at no cost. Excellent service!
Lance, your voice capturing simple nuggets of useful wisdom still reverberates in my heart and mind since I underwent your training over 20 years ago. Eternally grateful because my life was never the same since.
Martin, you continue to be one of those people I have met in my life who made a big impression. I have watched your growth and influence expand over the years. Thank you for the good work that you do in the world. Namaste!
I sent a vintage Cross pen in for repair. They returned the pen stating they could not fix it and returned the original pen, but they also included a brand new Cross pen (a Townsend) which actually was nicer than the one I sent in. They are awesome.
⚠️Warning ⚠️ Cross pen warranty sucks. I sent my 10K Cross company award pen set in for repair months ago and today they sent it back with zero repair done wanting me now to send them $20 per unit for repairs they never did. Guess what the pen set was brand new in the green leather gift box and never used. I plan to post this all over the Internet so people understand Cross lifetime warranty is a joke. When I called Cross pen customer service months ago and they gave me a claim number and address were to send the pen set but never told me that would take two months before they could tell me whether they could fix it or not and then end up sending it back to me unrepaired with a note enclosed saying send us $20 per unit or call her one 800 number. I plan to call my company corporate office and make sure they don’t use Cross Pen sets as service awards anymore.
I have three 14k century. two 10k century. one 12k century and two 18k townsends. Glad to hear the Cross company customer service. Thanks for your video.
That’s awesome! My father recently gifted me with my grandfathers Cross pen, he used it every single day as a stock broker. It’s an incredibly well made pen and I really look forward to using it, even better knowing it is guaranteed for life.
The Secretan Brand in my experience shares the same level of customer service excellence... Thank you for for your exemplary leadership training which the world needs more than ever today!
Klaus thank you for your kind comments. You have been a joy to partner with during our classes and I am lucky to know you. I look forward to sharing your journey as you inspire the world.
This is such a great story! Treating your external customers with love and kindness starts with treating your internal customers, your employees, with love and kindness!
And you know how to do that Kerri. Thanks so much for your support. Please share across your own community. I'd welcome the traction that you can bring. This channel addresses subjects we desperately need right now.
I'm glad that Cross for life warranty worked for you guys! Sadly, in my country Chile, Company Cross does not have a Customer Service where send my beloved pencil.
Thanks so much Rich. As you know, reaching viral levels is hard if you are not Justin Bieber. Please share widely and invite all your friends to visit, subscribe and ask a question about Inspiring leadership!
I was researching premium pens on Amazon yesterday and couldn’t decide between Parker, sheaffer , waterman,cross and a couple of others. Now I know what brand I am going to get.
Thank you for your inspiring video. Good care for customers and others sometimes seems to be a fading ethic today. A T Cross is in a league of their own, and I hope they continue to thrive, where others have failed. Small things mean a lot and the littlest of details can separate the men from the boys /women from the girls. I hope that others will appreciate the details to know the difference and support this eyhic and those that embrace it.
The only person I ever remember seeing use one of these Cross pens was back in the late 90s when I was in marching/concert band. Our band director EDC a silver Cross Classic Century pen. Probably the same one the entire time I was in band.
Cross also makes the best fountain pens confirmed to me by several owners of stationery stores for many, many years who carried much more expensive pens. The nibs are curved inward to the tip so they always work well with no skipping or hard starts. Dollar for dollar, the best fountain pens particularly around $20--no competition there. Forty years ago, Cross had a problem of ink drying out in fountain pens, but they solved that problem with caps that shut more tightly.
I have my sleek cross pen from the 1980s! Mine does not have the side arm clip. It’s 14 kt gold plated. And I’m going to order a refill from Amazon. I’m just not sure how to get the old ballpoint out of the pen. I’m always afraid I’m going to break something if I hand too hard…
I am a writer with 22 published books and 20 more that I have co-authored. Writing is important to me. But corporate culture and leadership, and coaching to inspire are what those books are about. Cross demonstrated that, and it was especially meaningful that the "lifetime mechanical warranty" is not just a slogan, but an operating principle. Most organizations can't pull this off - you do! Thanks for being an inspiration for others. www.secretan.com
Great to hear a good story about cross. PS. Your voice would be fantastic in audiobooks or as a voiceover. Please look into getting that voice out there! So pleasant to listen to and very calming.
What country are you from? I sent mine back to the repair licensee in Toronto. The Culmer Pen Company 4161 Sladeview Crescent, Unit 18 & 19 Mississauga, Ontario, L5L 5R3 Canada Phone: 1-855-542-0040 Email: crossrepairs@culmerpen.com
Something similar happened to me. Unscrewing the refill to replace it I broke the internal mechanism. I sent an email to Cross, but I have not received a reply, I think that because of the Covid lockdown they had some problems. I tried to repair the pen myself. I literally massacred the internal mechanism; -))) ... I sent a second email to ask them if I could send the pen, and that it was in pitiful condition, because I had tried to repair it myself, not having received an answer to the first email . I got an apology letter, and they told me to send it. After just two weeks the pen came back, the outside of my pen was fine and they put a new mechanism in it. The Cross pen is a spectacular company!
What we see here is a great example of how good customer service (should I say, "excellent"?) creates a buzz that multiplies a company's reputation. The comments you see here simply make that so evident.
I too using the cross ball pen since 20 years rccently .About 3 years back I purchased cross ball pen at Dubai airport I like it because of its great look & smooth writing but the problem is I don't get geniune refill in India.
⚠️Warning ⚠️ Cross pen warranty sucks. I sent my 10K Cross company award pen set in for repair months ago and today they sent it back with zero repair done wanting me now to send them $20 per unit for repairs they never did. Guess what the pen set was brand new in the green leather gift box and never used. I plan to post this all over the Internet so people understand Cross lifetime warranty is a joke. When I called Cross pen customer service months ago and they gave me a claim number and address were to send the pen set but never told me that would take two months before they could tell me whether they could fix it or not and then end up sending it back to me unrepaired today with a note enclosed saying send us $20 per unit or call her one 800 number. I plan to call my company corporate office and make sure they don’t use Cross Pen sets as 20 year service awards anymore.
So Cross is still at it. A couple decades or three ago I sent a bent Century to them in a plain envelope. They didn't fix it. They replaced it, brand spanky new in the box, no questions asked. Out of 50 or so Cross pens in my collection, that's the only problem I've ever had with a Cross product.
Could anyone tell me the trick for getting ahold of Cross? I submitted a broken pen under a claim number generated by Cross 2 months ago and haven't heard from them since. I've called and emailed several times and verified that the pen was received by them in early August. Left several messages and have heard nothing.
To be fair...I called again today and somebody answered. There are only 2 people working on site and they are way behind on claims, but she was able to look up my claim and verify that they have it and she was very polite. I don't mind giving it more time in today's workforce climate.
"Cross" simply is the best Ball Pen till today, the Classic Century series is the best to me. It's so durable, so classic and good looking. But those were made before 1995 with the old logo were more heavy duty. Their product became less expensive and less attractive when their factory was moved to China
I had a Cross pen leak ink all over the inside of my pocketbook - I emailed Cross to see what I could do about it and never heard back from them - I finally threw the pen away after not hearing anything for about 6 months from Cross. I paid good money for the pen and was very unhappy regarding not hearing back from them.
There are other companies that provide great service also. Moen and Delta are the two most recent companies I've delt with that come to mind. They are out there. Just not enough.
I also have amassed a collection of Cross pens, and would love to have received the same customer service reported in this video -- However it is not the case. The cross website continues to talk about the lifetime warranty -- however when you go to the customer support page, it claims that they are no longer accepting repair claims. So not only are they no longer standing by the warranty -- they continue to BLATENTLY LIE about it.
I sent the caps of both a mechanical pencil and ballpoint pen to Cross in Mexico Service Center. The clips were not "tight", and Cross repaired them at no cost. Excellent service!
Lance, your voice capturing simple nuggets of useful wisdom still reverberates in my heart and mind since I underwent your training over 20 years ago. Eternally grateful because my life was never the same since.
Martin, you continue to be one of those people I have met in my life who made a big impression. I have watched your growth and influence expand over the years. Thank you for the good work that you do in the world. Namaste!
I sent a vintage Cross pen in for repair. They returned the pen stating they could not fix it and returned the original pen, but they also included a brand new Cross pen (a Townsend) which actually was nicer than the one I sent in. They are awesome.
Hi. can You help me how can I send my pencil for repair..?
⚠️Warning ⚠️ Cross pen warranty sucks. I sent my 10K Cross company award pen set in for repair months ago and today they sent it back with zero repair done wanting me now to send them $20 per unit for repairs they never did. Guess what the pen set was brand new in the green leather gift box and never used. I plan to post this all over the Internet so people understand Cross lifetime warranty is a joke. When I called Cross pen customer service months ago and they gave me a claim number and address were to send the pen set but never told me that would take two months before they could tell me whether they could fix it or not and then end up sending it back to me unrepaired with a note enclosed saying send us $20 per unit or call her one 800 number. I plan to call my company corporate office and make sure they don’t use Cross Pen sets as service awards anymore.
Dont you love excellent customer service?
@@drstone1167 how come you never posted?
I have three 14k century. two 10k century. one 12k century and two 18k townsends. Glad to hear the Cross company customer service. Thanks for your video.
That’s awesome!
My father recently gifted me with my grandfathers Cross pen, he used it every single day as a stock broker. It’s an incredibly well made pen and I really look forward to using it, even better knowing it is guaranteed for life.
I love mine too. Thanks for sharing!
The Secretan Brand in my experience shares the same level of customer service excellence... Thank you for for your exemplary leadership training which the world needs more than ever today!
Klaus thank you for your kind comments. You have been a joy to partner with during our classes and I am lucky to know you. I look forward to sharing your journey as you inspire the world.
This is such a great story! Treating your external customers with love and kindness starts with treating your internal customers, your employees, with love and kindness!
And you know how to do that Kerri. Thanks so much for your support. Please share across your own community. I'd welcome the traction that you can bring. This channel addresses subjects we desperately need right now.
I'm glad that Cross for life warranty worked for you guys! Sadly, in my country Chile, Company Cross does not have a Customer Service where send my beloved pencil.
Can you send it to the US or Cabada for repair?
I'm sold. Thank you.
Great to know, as I have several Cross pens. A few I have lost, but that is my fault. At least I can rely on them for any repairs.
Thank you for sharing. I wish all companies respected their customers like Cross.
Leading by example is so very important. This story is great and an experience you will not soon forget. Thanks for sharing, Lance.
Thanks so much Rich. As you know, reaching viral levels is hard if you are not Justin Bieber. Please share widely and invite all your friends to visit, subscribe and ask a question about Inspiring leadership!
I was researching premium pens on Amazon yesterday and couldn’t decide between Parker, sheaffer , waterman,cross and a couple of others. Now I know what brand I am going to get.
Thank you for your inspiring video. Good care for customers and others sometimes seems to be a fading ethic today. A T Cross is in a league of their own, and I hope they continue to thrive, where others have failed. Small things mean a lot and the littlest of details can separate the men from the boys /women from the girls. I hope that others will appreciate the details to know the difference and support this eyhic and those that embrace it.
The only person I ever remember seeing use one of these Cross pens was back in the late 90s when I was in marching/concert band. Our band director EDC a silver Cross Classic Century pen. Probably the same one the entire time I was in band.
Great and impressive.. we really wish to serve our company to our clients and customers the same way!!
Cross also makes the best fountain pens confirmed to me by several owners of stationery stores for many, many years who carried much more expensive pens. The nibs are curved inward to the tip so they always work well with no skipping or hard starts. Dollar for dollar, the best fountain pens particularly around $20--no competition there. Forty years ago, Cross had a problem of ink drying out in fountain pens, but they solved that problem with caps that shut more tightly.
I have my sleek cross pen from the 1980s! Mine does not have the side arm clip. It’s 14 kt gold plated. And I’m going to order a refill from Amazon. I’m just not sure how to get the old ballpoint out of the pen. I’m always afraid I’m going to break something if I hand too hard…
AWWW--- THANK YOU FOR BEING A CUSTOMER!
I am a writer with 22 published books and 20 more that I have co-authored. Writing is important to me. But corporate culture and leadership, and coaching to inspire are what those books are about. Cross demonstrated that, and it was especially meaningful that the "lifetime mechanical warranty" is not just a slogan, but an operating principle. Most organizations can't pull this off - you do! Thanks for being an inspiration for others. www.secretan.com
Great to hear a good story about cross. PS. Your voice would be fantastic in audiobooks or as a voiceover. Please look into getting that voice out there! So pleasant to listen to and very calming.
Mark thanks for your kind words. I have been told this so many times, but I have never pursued the idea. What are the steps you would recommend?
@@secretan Hi, I have cross 12k pencil from 1970 ies. and I need to repair it, how it's possible send to You.?
I have 4 Montblanc pens and use my Cross Century Classic sterling silver pen instead.
Lance hello i have the same problem, with the same golden writing instrument wuod you be so kind to tell me where did you send it so i can do the same
What country are you from? I sent mine back to the repair licensee in Toronto.
The Culmer Pen Company
4161 Sladeview Crescent, Unit 18 & 19
Mississauga, Ontario, L5L 5R3
Canada
Phone: 1-855-542-0040
Email: crossrepairs@culmerpen.com
Also try here: www.cross.com/cr_en_us/international-warranty-service
Something similar happened to me. Unscrewing the refill to replace it I broke the internal mechanism. I sent an email to Cross, but I have not received a reply, I think that because of the Covid lockdown they had some problems. I tried to repair the pen myself. I literally massacred the internal mechanism; -))) ... I sent a second email to ask them if I could send the pen, and that it was in pitiful condition, because I had tried to repair it myself, not having received an answer to the first email . I got an apology letter, and they told me to send it. After just two weeks the pen came back, the outside of my pen was fine and they put a new mechanism in it. The Cross pen is a spectacular company!
What we see here is a great example of how good customer service (should I say, "excellent"?) creates a buzz that multiplies a company's reputation. The comments you see here simply make that so evident.
I too using the cross ball pen since 20 years rccently .About 3 years back I purchased cross ball pen at Dubai airport I like it because of its great look & smooth writing but the problem is I don't get geniune refill in India.
Can you get them on the Internet?
⚠️Warning ⚠️ Cross pen warranty sucks. I sent my 10K Cross company award pen set in for repair months ago and today they sent it back with zero repair done wanting me now to send them $20 per unit for repairs they never did. Guess what the pen set was brand new in the green leather gift box and never used. I plan to post this all over the Internet so people understand Cross lifetime warranty is a joke. When I called Cross pen customer service months ago and they gave me a claim number and address were to send the pen set but never told me that would take two months before they could tell me whether they could fix it or not and then end up sending it back to me unrepaired today with a note enclosed saying send us $20 per unit or call her one 800 number. I plan to call my company corporate office and make sure they don’t use Cross Pen sets as 20 year service awards anymore.
I have collected Cross pens for 40 years and have had a similar experience. No response for months and then returned unrepaired.
So Cross is still at it. A couple decades or three ago I sent a bent Century to them in a plain envelope. They didn't fix it. They replaced it, brand spanky new in the box, no questions asked. Out of 50 or so Cross pens in my collection, that's the only problem I've ever had with a Cross product.
Could anyone tell me the trick for getting ahold of Cross? I submitted a broken pen under a claim number generated by Cross 2 months ago and haven't heard from them since. I've called and emailed several times and verified that the pen was received by them in early August. Left several messages and have heard nothing.
To be fair...I called again today and somebody answered. There are only 2 people working on site and they are way behind on claims, but she was able to look up my claim and verify that they have it and she was very polite. I don't mind giving it more time in today's workforce climate.
I am an artist and I find Cross opens are perfect for sketching. But the last few refills I’ve gotten all blob ink unpredictably. It’s so frustrating!
"Cross" simply is the best Ball Pen till today, the Classic Century series is the best to me. It's so durable, so classic and good looking. But those were made before 1995 with the old logo were more heavy duty. Their product became less expensive and less attractive when their factory was moved to China
So sorry to hear about your experience Nishan. Havve you contacted Cross Pens about this?
Cross ballpoint pen is gorgeous pretty slim
and a joy to use. Mine is made in Ireland
I had a Cross pen leak ink all over the inside of my pocketbook - I emailed Cross to see what I could do about it and never heard back from them - I finally threw the pen away after not hearing anything for about 6 months from Cross. I paid good money for the pen and was very unhappy regarding not hearing back from them.
So sorry to hear this - it's not my experience and apparently, not for many others too.
There are other companies that provide great service also. Moen and Delta are the two most recent companies I've delt with that come to mind. They are out there. Just not enough.
I love my cross pin.
According to their web site, Cross is not taking repairs til June because of COVID. I've been trying to get my pen fixed for months. Sigh...
Amen
I also have amassed a collection of Cross pens, and would love to have received the same customer service reported in this video -- However it is not the case. The cross website continues to talk about the lifetime warranty -- however when you go to the customer support page, it claims that they are no longer accepting repair claims. So not only are they no longer standing by the warranty -- they continue to BLATENTLY LIE about it.
Just an update -- While the company claims it's a 'temporary' measure -- they are still not accepting warranty claims.
Wow. Wish this was still true. Same problem,but Cross will do nothing about it because pen still writes.
This only happened last year so it is very current and how they do things today. I suggest you try them again.
So true
there's hope for mankind !!!
i sent in my pen and was charged $17 to fix it.
Because they have already charged a steep price when you bought a pen.
Wow
this mans voice is good idk, bro should be a voice actor or something idk
Zippy lighters have the same great customer service. Above and beyond.
Perhaps you mean Zippo?
@@181washington Of course.
Just like Zippo ...
Cross is no longer able to repair pens or pencils. shame, I have one for the 70's
Actually you can send them the original pen and they will either fix it or replace it.
I smell a CULT..
I have a cross pencil that I can't get the LED to work where can I send it
I don't know he answer to your question, but I suggest you write to Cross Pens in your country.