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Quality of Wacom Bamboo Slate digitizer pen is abysmal; endcaps snap-off

Bamboo Spark, Bamboo Slate, Bamboo Folio
gbraad
Posts: 1
Joined: Mon 5. Feb 2018, 16:34

Quality of Wacom Bamboo Slate digitizer pen is abysmal; endcaps snap-off

Postby gbraad » Thu 22. Nov 2018, 05:43

Hi All,


I would like to know how many of you have the issue with the Bamboo Slate digitizer pen. Of all the pens I have, mor ethan 50% had the issue that the end-caps snapped off. I have posted some photos on Twitter; https://twitter.com/gbraad/status/1063476481685282816 and a Reddit post https://www.reddit.com/r/wacom/comments ... er_pen_is/

It concerns both the Ballpoint and Finetip pen:

* https://eu-store.wacom.com/Product/waco ... tchpad-pro ( UP370800 )
https://us-store.wacom.com/Catalog/Acce ... late-folio

* https://eu-store.wacom.com/Product/wacom-finetip-pen ( UP370801 )
https://us-store.wacom.com/Product/waco ... late-folio


Note:
I post this message as I got no support from Wacom whatsoever. Half of these pens were bought for full price in Europe (Eur 79 for the finetip at that time). Sure, my country of residence currently is China, but even the official online store for China did not take this serious... and that concerned just newly bought digitizer pens. For the time being I fixed the pens with some Pattex Super Glue ! :-/

Image
Bamboo Slate/Folio Finetip end-cap snapped off

Image
Bamboo Slate Ballpoint end-cap snapped off (newly bought, broken in package)

wacom5
Posts: 642
Joined: Tue 8. Aug 2017, 14:35

Re: Quality of Wacom Bamboo Slate digitizer pen is abysmal; endcaps snap-off

Postby wacom5 » Thu 22. Nov 2018, 13:58

I have seen this issue a few times. From your message, I’m not sure if you already approached our support. If you didn’t, please do it through here: https://support.wacom.com/
Normally we are able to assist with this issue given that the device is under the warranty period and that no other exceptions apply.
If support is not able to help, it’s probably because they really don't have the means, not because they don’t want to.

RaoulC
Posts: 2
Joined: Fri 5. Apr 2019, 14:37

Postby RaoulC » Fri 5. Apr 2019, 15:16

Hello gbraad,

I have a similar issue with the Bamboo Finetip Pen, purchase from the Wacom E-store. At arrival of the pen the ink cartridge was completely dried out.
So the next step is to take that pen out and put in a replacement. Using the special ring which came with my Bamboo Slate the only thing that came out of the pen was the tip, the shaft was stuck in the pen. Assuming that the dried out/ ran out ink had cluttered it in the pen.

At first I had a very decent conversation with the support team and the said that I needed to return the pen in order to get a replacement. So I did and sent and paid €16,- to get the parcel to Germany- Mönchengladbach to the service center. And then it got very quiet from the support side. After some mails asking what the status was I got the the reply that the service center didn't released any out going order for the replacement.

That was weeks after purchasing the pen and one month after it was delivered and returned in the same week. So this made me questioning the after sales procedure of Wacom. Every e-commerce company offers free of charge return when the defect is accepted, the applied condition is very outdated for a such a tech company. But ok, after another week of no status I sent a mail again and got a reply from somebody else who gave my an answer that obviously showed that he didn't read the previous mails.

So, I expressed my agony about the way things are handled and then the line was dead. It is now 2 weeks with out any reply and what happened? UPS showed at the doorstep with a parcel from Wacom. Nobody had informed me it was coming from the support department. Should I be happy?
No way, they just send another fine tip pen which is dried out and the ink cartridge is stuck again. And yes I replied by mail to my "contact" who is not responding after 5 working days.

Just to give you an impression: the pen was about €45 and now cost €16 more for shipping cost back. It is 3 months after purchasing and paying.
No replay from Wacom and I assume that I need to contact Support again and have to beg for a refund. Ending up with a broken pen that cost me €16 and a great distrust in the Wacom company police regarding after sales and customer service.
I wonder if they will ever help you out with your pens?

wacom5
Posts: 642
Joined: Tue 8. Aug 2017, 14:35

Re: Quality of Wacom Bamboo Slate digitizer pen is abysmal; endcaps snap-off

Postby wacom5 » Mon 8. Apr 2019, 07:45

RaoulC wrote:Hello gbraad,

I have a similar issue with the Bamboo Finetip Pen, purchase from the Wacom E-store. At arrival of the pen the ink cartridge was completely dried out.
So the next step is to take that pen out and put in a replacement. Using the special ring which came with my Bamboo Slate the only thing that came out of the pen was the tip, the shaft was stuck in the pen. Assuming that the dried out/ ran out ink had cluttered it in the pen.

At first I had a very decent conversation with the support team and the said that I needed to return the pen in order to get a replacement. So I did and sent and paid €16,- to get the parcel to Germany- Mönchengladbach to the service center. And then it got very quiet from the support side. After some mails asking what the status was I got the the reply that the service center didn't released any out going order for the replacement.

That was weeks after purchasing the pen and one month after it was delivered and returned in the same week. So this made me questioning the after sales procedure of Wacom. Every e-commerce company offers free of charge return when the defect is accepted, the applied condition is very outdated for a such a tech company. But ok, after another week of no status I sent a mail again and got a reply from somebody else who gave my an answer that obviously showed that he didn't read the previous mails.

So, I expressed my agony about the way things are handled and then the line was dead. It is now 2 weeks with out any reply and what happened? UPS showed at the doorstep with a parcel from Wacom. Nobody had informed me it was coming from the support department. Should I be happy?
No way, they just send another fine tip pen which is dried out and the ink cartridge is stuck again. And yes I replied by mail to my "contact" who is not responding after 5 working days.

Just to give you an impression: the pen was about €45 and now cost €16 more for shipping cost back. It is 3 months after purchasing and paying.
No replay from Wacom and I assume that I need to contact Support again and have to beg for a refund. Ending up with a broken pen that cost me €16 and a great distrust in the Wacom company police regarding after sales and customer service.
I wonder if they will ever help you out with your pens?


Very sorry to read this. We had some issues with stock and I suppose this is why it took so long to ship the replacement. You should have been informed about this. The replacement you received shouldn't have the same issue. I will pass the feedback along to the team and ask them to follow up as soon as possible.

RaoulC
Posts: 2
Joined: Fri 5. Apr 2019, 14:37

Re: Quality of Wacom Bamboo Slate digitizer pen is abysmal; endcaps snap-off

Postby RaoulC » Sat 8. Jun 2019, 11:50

Just an update followed by the solution for having your inkt cartridge stuck in your pen.

From the customer service side there was no respons and I got stuck with the broken pen. The refund came but no e-mail or any letter from Wacom that they granted or sent the refund. This is customer service at it worse and I will not buy any expensive new equipment knowing that the after sales sucks. For a high tech company this is shamefull and in the fast change world you're on the loosing side if you don't change this.

Ok and now for the good side of it all the solution on how to get out the cartridge.

I've tried to remove the top cap and wished I had a pen like above, but mine was stuck and broke in the end. I took a good look at the pen but was not able to open the shaft. So I re-assembled the pen again and accepted that it became damaged.
I took some electric wire and instead of have it straigth, made some small bends in it. The wire was put into the pen's stuck cartridge. It took some pulling and cleaning of the dried ink before I was able to get movement.
Next I slightly bent the top of the wire so it got a small hook. Again tried to pull it but it slipped. After a while I took the bold step to head the wire just for a short time (3 sec) with a lighter and then pulled again. I assume that the copper expended enough by the heat to make it possible to pull the shaft out. So I hope you all can give your pens a second life and Wacom sent me as reward a new one :)

wacom5
Posts: 642
Joined: Tue 8. Aug 2017, 14:35

Re: Quality of Wacom Bamboo Slate digitizer pen is abysmal; endcaps snap-off

Postby wacom5 » Tue 11. Jun 2019, 10:11

I see that an email was sent to you confirming that we refunded you on the 16th of April 2019. Did you not receive this email?
Aside from that, I will again forward your feedback to the team.

Once again, apologies for any inconvenience caused.


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