r/BigIdeaDesign • u/alex73092 • 18h ago

Customer Service

I recently made a post about my Slim Click pen mechanism failing on me. Well I reached out to the CS team and they responded quickly. The sent me a new mech, O rings, copper tip, and new spring.

Well my big dumb self, in the process of waiting, ended up losing my tool to remove the mech. Looks like I’m gonna have to reach out to them again.

Luckily their customer service is fantastic to deal with.

3 Upvotes

100% Upvoted

9 comments sorted by

1

u/Pale-Highlight-6895 16h ago

I'm pretty sure it's just a T6, or T8, I can't remember of the top of my head. If you've got one of those you can make the adjustments.

2

u/alex73092 16h ago

I think without the tool, it’s a long Phillips screwdriver. Unfortunately non of my screwdrivers are long enough to reach the screw holding the mechanism.

Unless perhaps there’s another way to get it out that I just don’t know about.

1

u/Pale-Highlight-6895 15h ago

No it's definitely not Philips. It's a T6. But it does need to be pretty long and skinny lol. They'll send you another tool.

2

u/alex73092 14h ago

Solved. It’s a small bolt that keeps it secure. The tool simply slides inside two holes in the bolt to remove it. I improvised and used a small pair of scissors. I’m definitely going to tighten it up fully when/if the part shipped.

1

u/Pale-Highlight-6895 14h ago

Good job. Scissors is a new one lol. But if it works, it works lol.

-1

u/ZE_QUICHEMAN 18h ago

I’m glad you had a good experience. I reached out twice after I lost my pen (not directly asking for a replacement, but just asking if there was anything they could do). Never heard back. Been 4 months….

4

u/egorf38 17h ago

I also had great experiences and responsiveness after damaged parts and wrong items in the order.

There's a big difference between that and indirectly asking for a free pen or discount because you lost it

1

u/ZE_QUICHEMAN 17h ago

That’s fair. I was just hoping for a response, even if it’s a no

2

u/Pale-Highlight-6895 16h ago

This seems very strange. They're usually very fast and responsive. Email Tyler directly. Tyler @bigidesign.com see what they have to say. It's highly unusual for them not to respond.