Five years ago, I published an article titled Chartpak & Their Policies. That piece was the result of a telephone interview with Abigail “Abi” Weeks of Chartpak’s pen repair department. At the time of the interview, Chartpak was servicing the warranty claims for all Pelikan pens purchased from authorized dealers, regardless of the country of origin. By 2017, Chartpak had reversed course and began to honor only those warranty claims for pens purchased from authorized dealers in the United States. For the past several years, those of us looking for better deals from overseas did so with the knowledge that we would have to forego domestic warranty support. While the move created some hard feelings with consumers, it was hardly surprising. Other distributors in the industry have similar policies, policies put in place as a result of international competition. It’s not dissimilar to the camera industry’s long held approach to gray market or parallel import items. Many manufacturers have opted to not provide warranty support for genuine products purchased outside of a region’s distribution channels. This has hardly dissuaded customers from buying overseas as Pelikan’s pens tend to be quite robust and most foreign vendors provide excellent after sales service in my experience. Fast forward to 2020 and things have again changed. Read on to find out how a recent change in Chartpak’s repair policy will affect consumers, effective immediately.
One of the reasons that Pelikan has such an ardent following is the fact that their pens are durable and dependable. Pens that are 50+ years old can continue to write problem free if cared for properly. Despite their durability, there are pens that will experience failure in various situations. Also, even the best quality control is not infallible and products not quite up to standards will make it past the factory floor and into a consumer’s hands. Since so many of our purchases occur electronically these days due to the scarcity of brick and mortar stores, there really is not an opportunity to identify many of these flaws before purchase. Thankfully, there is a system in place for when service is required. In the United States and Canada, that service is provided by Chartpak, Inc.
If you peruse Chartpak’s website, you will learn that they were first established in 1949 as a graphic and design products company within the United States. They have been innovators with products for artists and draftsmen and have expanded their reach over the years by designing products for the engineering and visual communications fields. The Chartpak of today is described as a global leader in the creative product enterprise and reportedly has 9 brands with 38 product lines that span 17 categories of art materials, fine writing, craft & hobby and office products for home, school, and office.