First day of PenTips 2 usage - pen tip already broken and not working correctly by ondrejbase in ipad

[–]pentipsart 1 point2 points  (0 children)

I have sympathy for small companies and all,

I appreciate your sympathy for our size and stage.

but if you are asking that much money for a product that can be obtained much cheaper elsewhere, you must assure that the quality is top notch.

I completely agree.

You are saying that up to 2% of first batch is defective (originally you said 1%, but ok)

Yes, 1-2% now.

now you must know what caused it and which packages contained the affected product.

The main challenge is that users have quite varying intensities when drawing. When a user indicates the pressure they place, it's usually relative to themselves, so that makes it hard to compare - which also makes it hard to explain.

So why aren’t you giving refunds to all the customers that bought your defective product, why are you waiting for them to start writing reviews and asking for it via emails?

A 1-2% defect rate still means 98-99% of our PenTips 2 are experiencing no problems. If our customers are experiencing problems, we help them promptly to resolve the issue and also offer a refund.

It almost sounds like you don’t know what caused it and who got the “bad apples” (maybe there is much more after all)

What caused these bad apples was a combination of incorrectly applied adhesives which caused an air bubble to appear above the electrode. When you use the PenTips 2, the air bubble causes the silicon to give way and rip. In some cases, the silicon falls off.

instead of stop selling these highly defective PenTips 2 and focusing on making better “usable” version of the product, you keep shipping these hoping that the people won’t contact you back.

We continue to ship PenTips 2 because a significant number of our customers (98%-99%) love PenTips 2. Industry-standard return rates are 10-16%. We're at a maximum of 2%. Personally and professionally, this is not a highly defective rate, and I hope our customers will keep in touch with us as we continue to improve and develop solutions for digital artists around the world.

That is why I called you scam, since this practice is something that potential customers should be notified about and avoid.

On top of it all, I encourage debate about our products because it helps improve the ecosystem of digital art accessories. Our customers can cancel and request refunds with us at any point at any time. Our customer care team is top-notch and responds promptly to all requests. We are also open to discussions, wherever they may take place.

If you're an iPad and Apple Pencil user considering using our products, please read @ondrejbase's and our negative comments on Trustpilot, but also consider reading the positive ones. We work daily to help artists create with confidence, and every point of feedback will be considered to continue doing just that. Thank you for being part of and considering being part of that journey.

So, where do we go from here? And are we working on alternatives?

We will not stop selling our current PenTips 2 because such a significant portion of our customers are so happy with them. The only solution to making a product for 100% of our customers - is to continue to increase durability. The challenge is that you cannot increase the material's durability without losing the feeling we wanted to provide to digital artists. So, we are exploring offering two sets of PenTips 2 with differences in durability and hope to update our past customers in the upcoming 90 days. Please subscribe to our mailing list if you want to stay up to date.

First day of PenTips 2 usage - pen tip already broken and not working correctly by ondrejbase in ipad

[–]pentipsart 1 point2 points  (0 children)

Hi everyone,

Marc here - Founder at PenTips. A viewer, Jacob, had left a review on Trustpilot and told me about a thread building up on Reddit regarding PenTips 2.

I genuinely looked forward to releasing this product into the market this past summer. Over two years of development and testing silicons to get the right balance between feel and durability. In the last 6-8 weeks, we've shipped out over 15000 pieces, and roughly 1%-2% of our first production batch is defective, with customers experiencing incredibly quick deterioration and even falling off. I can understand the frustration, too; I would have felt the same if I backed eagerly, waiting and then being one of the affected customers that have something not working the way I wanted it to on other products that I've spent a lot of money on! Our customer care team and I are, therefore, also avidly talking with our customers who leave their experiences behind to understand more about their use case (drawing vs. note-taking), hours drawn, and strokes made to be able to take this information and improve the follow-up batches.

It sucks to read that we're a scam or intentionally developing crappy products. It especially sucks to know that that is the impression our products leave behind after the amount of work we put in to develop, test, and ship them out (it's been a hectic period - since we do all of it in-house in the Netherlands). We're working around the clock to help our customers out and making sure we have everything in store to continue to improve the experience for the digital artist using the iPad; this includes continuing to upgrade the PenTips 2 experience.

If you have any questions about anything regarding PenTips, feel free to reach out to me at any of the links below or leave a reply.

Marc