Cross Tracking Order Status

Everytime I have bought or received a cross pen there is a peace of mind that if it breaks or something goes wrong they come with an amazing warranty … sadly this is not true. Recently, I contacted Cross and explained that the slider on the pen is so loose that it slides off the pen. I sent pictures and more details. I received a response saying it looks like this is covered under warranty, BUT unfortunately our warranty service is currently suspended/paused. I asked when it would be back up and running and the response was that there was no date in my mind, they are hoping soon. Soon? What does that mean and what’s the point of an awesome warranty when the company has paused warranty service. This is a joke and my recent experience with cross has been the antithesis of good customer service. Age old tale, of a big company thinking they don’t have to remember their roots or how they got where they are. I am already researching comparative brands. I will not being recommending a cross pen to anyone. The first time I contact across was mid May. They confirmed today (June 25) that it is still paused. Wish I could just pause my payments to places even though I guaranteed it, but that wouldn’t fly. As Consumers, we are accepting that they owe us less and we owe them more. I just read the thread below stating they don’t repair pens … I received an email today and a month ago, both stating they do repairs but their warranty service is paused for now. Anyone know of a good place to report this company for falsely advertising a warranty service that they don’t actually offer? It’s companies like these that get by because people don’t do enough to call them out. I have a good friend who works at one of the biggest publicly traded companies in Canada - they sell these pens. I will reach out to see if finding out the warranty is a sham will dissuade them to carry it any longer.

Sent in silver ballpoint pen for repair as the internal twist mechanism not working. After 3 weeks or more thought I should follow up progress. Difficult to access a live voice to discuss, but eventually told in very nonchalant manner that repairs were taking 8-10 weeks to complete. Probably long enough to forget all about it and look elsewhere for a pen!

Sent in my 14kt rolled gold ballpoint pen for repair which I've had for many years, since internal mechanism not working to extend/retract the refill. Rather apprehensive as to what the outcome would be given some of the previous reviews about customer service. I can only say that I found turn round time excellent with the pen back with me one week after being received by Cross. Repair done under perpetual warranty guarantee and no charge made. Many thanks.

I received very good customer support with replacing a pen. Above and beyond my expectations. Thank you so much!

I had the same experience as all the one star reviews of recent, but they now have a new lady employed to start resolving issues. I am amazed that they have allowed such a famous name to wither away for so long. Just because a US president 'used one of their pens' can only carry you along for just so long.... This new girl (Jen) resolved my 15 month (yes 15 !) website malfunction over credit for a £170 gold propelling pencil which stopped working but the website malfunctioned and I had at least three employees who 'promised the world' but did not follow up, so I hope they have a clear out of a lot of 'middle management' who have been swinging the lead, it would seem. Jen has given me the £170 (plus some) credit due on my gold pencil but their stocks are low at the moment, she said, but Jen has offered me 40% off the pen I want when it is available again which is a nice and well needed gesture. So dont give up and Jen should get round to you soon and will 'sort you out' - subject to the low stock - she is on a mission.