When I opened the card, there was some tissue paper inside. There was also a pen. And not just any pen. It was a Namiki retractable fountain pen.
I love pens. I have loved pens ever since I was a little girl, and I wanted my mom and dad to get me the 12 pack of pens you could get for Christmas at the local Woolworth's store. One of my high school teachers suggested that I switch from ball point pens to fountain pens long ago (this was before gel pens and roller balls were even a gleam in someone's imagination). I do have one fountain pen, a Lamy brand, which I consider affordable. And I have looked at the Namiki pens when we trek over to our local pen store, usually to pick up refills. But I have never dared to hope that I would ever actually own a Namiki retractable fountain pen. It is a luxury beyond my means.
Our friend had filled up the little cartridge (called a bladder) with a kind of blue-ish black ink. She showed me how to do this, for when I would want to refill it myself. But I didn't have any ink or cartridges yet.
Sunday I ran out of ink, so we went over to the pen store to get some bottled ink and some cartridges. We discovered that the pen lacked something like a 'cartridge cover' needed when you use a cartridge rather than bottled ink. Since it is an older model pen, he didn't have any replacements in the store.
So today I called the company, and explained my dilemma. She asked whether I could get a replacement locally. I named our store, and said that they didn't have any on hand. "Oh, that's too bad," she said. "Why don't I send you a complementary one?" And she took my name and address. She also gave me some good websites that I could go to for information about their products.
I told my husband, "That was one of the most pleasant conversations I have ever had with customer service."
After a moment, he replied, "It's because they think we're rich."
I'll bet Rolls Royce customers get pretty good customer service, too.