Didn't get your order?
Buy now with FREE 2-day shipping on Amazon.com
Latest Updates from Our Project:
Animated Instructions! How to enclose your Apple Pencil safely within your PenSe Case.
over 7 years ago
– Wed, Mar 15, 2017 at 01:30:49 AM
Inside every PenSe box you will find a small bag with several extra o-rings and 2 clear or neon grip bands, using these grip bands is very important and ensures your apple pencil stays safe, we thought a video would explain this better than our current PDF Instructions.
We are still shipping out Pre-orders... we are down to the last 100 many engraved orders pairs or coupled orders some one offs that fell off the imported spread sheets. Your abundant support in preorders has been a bit overwhelming especially across 8 colors with optional laser engraving but everything is assembled and laser cut we hope to get these last 100 out this week. Be sure to watch the video it will ensure proper assembly and protection, the neon grip rings are very easy to spot the clear ones are easy to overlook as they are both tiny rings hard to see.
Thanks Craig & Ted
Happy New Year, and the wrap on pre orders
over 7 years ago
– Fri, Jan 20, 2017 at 11:37:55 PM
Dear PenSe backers, I wanted to first thank you all again, and wish you all a happy New Year. Also, I would like to acknowledge that many of you are upset and have had issues with your orders for a variety of reasons. In the tradition of welcoming the new year, we are trying to better ourselves and resolve any ongoing issues with both the product and our service of you, our backers. As we are finally wrapping up all pre orders we will have more time to address customer service issues. We want to keep this customer service as organized and therefore effective as possible. To help with this a number of specific PenSe emails have been created to address the majority of your expressed needs. Additionally, I have tried to cover the most common issues in this update. We don't want you to be dissatisfied and would like to work with you to resolve any issues. If you feel you received an unacceptable product, feel you received a one star product, please contact us (at [email protected]) and we will replace it. More info on this below.) We really want to work with you to make your experience with PenSe a positive one. I am looking forward to taking up new stride with PenSe and how PenSe can best serve our customers
Common Questions, Complaints, Troubleshooting
Where is my PenSe
Most PenSe have been shipped, but not all. A number of laser engraved models nearly 200 will be shipping over the weekend, as well as any missed orders during earlier shipping runs.
If you have not received tracking info on your order or have any questions about shipping please email [email protected]
Adapter cap slips off easily.
This was not supposed to happen. This cap should be snug and tighter than other caps. You may remember a prior update about o ring head aches. An error was made while machining the first 1000 PenSe adapter caps, the adapter port was made smaller so as to fit perfectly, however after anodize the lightning adapter port on the adapter caps became too snug for the lightning adapter. (This became a major delay .) To fix these adapter caps our engineer, Ted, hand milled out the lightning adapter ports on over 1000 caps. The milling process uses oil to keep the metal cool while it is cut. While all hand milled caps where throughly washed after milling it seems like a very slight residue of oil remained. These trace amounts were possibly absorbed into the o-rings. In any event the milling made the metal more slick and many of these caps where not holding fast as designed. If this is happening with your PenSe, you will need a set of O-rings larger than the extras provided. Please email us at [email protected] for instructions and larger o-rings which fix this adapter cap issue. We will mail you a larger set of o-rings with easy to follow instructions. Please let us know if you have a purple pense because the size will be different. Please use [email protected] only if you are contacting us about o-rings or grip rings mentioned below and not with other requests.
Pense Tip cap is not secure, or feels loose.PenSe includes extra o rings 7 x 1mm and 8 x 1mm, you can easily fix this loose tip cap issue with included replacement o-rings.
Apple Pencil rattles around in PenSe
Grip Bands are essential for the best PenSe Experience. They even eliminate the need for the adapter cap.
Every PenSe is shipped with a set of small clear or colored grip bands. When properly installed your Apple Pencil will stay securely inside PenSe . Instructions are posted below. Often it is required to twist pencil to slip the grip bands under the PenSe Case. Two Grip Bands will hold Pencil inside PenSe and PenSe can be used without the adapter cap. Bands provide 2-3 lbs of tip pressure (more force than anyone should be using on an iPad). If you need a few extra Grip Bands please email us at [email protected] include “GRIP BANDS” in the subject line with your shipping address in the body of the email. Additionally you can buy 100 packs of these on Amazon for under $6 USD in clear & neon, these links provide the proper gauge for PenSe.
This review should help with assembly if your having a hard time with PDF instructions.
Latest instructions (amended 2 days ago) can be downloaded here or bit.ly/how2Pense
Visit PenSe.io/help pages to download printable pdf instructions. Additional animated instructions should be live at pense.io in the next couple days, here is a sneak peek.
Your customers service sucks
Our response to customers and replying to emails has been very sub par. We have been extremely occupied with assembling, sorting, and mailing PenSe, but there are no excuses for poor customer service. We apologize for this and are working on fixing this by organizing better methods and dedicating more time to you and customer service. We have created several new emails and these will help, if they are used as intended.
(example: even if you are frustrated it is not effective to send the same email every 10 seconds for 4 hours filling our inbox with 700 of the same 1 sentence email. This doesn’t help anyone and it makes it far harder to us to review other customer emails.) If you have an issue please contact one of the new specific email addresses. Specifically the one best specified to your problem. If your issue is not outlined in this update and no other email fits your problem please email [email protected]. If you need to tell us how much you hate us and vent about how mad you are, we even made an email for that! [email protected]
If you feel your PenSe was horribly assembled and if you received an unacceptable product, (a one star product) please contact us (at [email protected]) and we will replace it. Please email and return your unacceptable PenSe at the below address and email [email protected]
PenSe Returns Attn: Ted Sirota 10 Tyler Street Somerville MA 02143 USA
Many International orders are being shipped without PenSe box, the price with box for international shipping is about 20USD. It is far more than we charged and far more than we can afford at this time. If you want to pay extra for a box or really need one contact us at [email protected] email.
THANKS EVERYONE
CRAIG & TED @ PenSe
More Shipping Updates
almost 8 years ago
– Tue, Dec 06, 2016 at 05:36:04 PM
All domestic Kickstarter backers who ordered PenSe (w/out engraving where mailed / dropped at post, all colors, including space gray)
All International Kickstarter Backers who ordered Single PenSe in Kickstarter Green and Blue PenSe's (w/out engraving where also mailed / dropped at post)
Agenda for today includes reviewing and mailing Domestic and International engraved PenSe builds, we have many engraved PenSe's complete that need to be matched with backers, any and all PenSes that are not yet engraved will be prepped for engraving today & tomorrow.
PenSe orders planned to ship today include:
Silver international, Gold international, Red international, Pink international
Additional notes and tasks to be completed, archiving backers who received early build models and shipping replacements.
our ready to bag and tag inventory
PenSe fountain Pen, photo's and info on issues and fixes mainly dealing with O-rings suction and tip cap, it's been a bit messy the O-rings create a seal and when cap is removed ink is drawn from inkwell/reservoir or from feed. We need to create an air whole or two so ink is not sucked out.
We continue to lack the bandwidth to reply to all incoming emails, to make up for this we will post updates even if brief several times a week while we ramp up shipping.
Thanks PenSe Team
Shipping Update
almost 8 years ago
– Mon, Dec 05, 2016 at 03:16:31 PM
Kickstarter Backers
I apologize for, what seen like endless delays, we are and have been shipping PenSe, all domestic PenSe’s in all colors excepting some space gray orders and some engraved PenSe’s have been shipped. All international orders will ship out this week. followed by celery and indiegogo and backer kit.
I have just returned from a family funeral in California over the past two weeks we finished assembling orders and preparing spread sheets for importing remaining unshipped orders into stamps.com . The international rate via backer kit is close to $15 USD something we are unable to spend on every international shipment. We had over 2000 pre orders and assembly and shipping has been time consuming and more involved than we thought. The product does exist and is being fulfilled to backers on Kickstarter and Indiegogo, as well as pre orders via celery and backers kit. All domestic Kickstarter PenSe orders in gold, pink, red, blue, silver, and green have been shipped. We are awaiting some space gray anodized models to arrive, and have to finish the remaining laser engraved orders, lining up individuals with the right custom engraving and color has been some what of a spread sheet disaster.
We are exporting orders via CSV to auto populate stamps.com this is allowing us to ship accurately and with more efficiently. Stamps.com generates an email with tracking upon printing of postage, so backers should receive an email with tracking info. We made the mistake of offering many SKU’s which has further complicated shipping and made everything more time consuming. We are fairly confident about getting internatioanl and engraved orders out this week. Many of you should have received a email with tracking already, if you have not please wait a few days, we will dig onto the remaining international orders today and should have these mailed later today.
If you received one of the 50-100 early PenSe’s and need it replaced with the new revision please email us with “early revision replacement in subject line” and we will send out a new order.
Loose cap issue, this can be solved by placing a 8mm / larger extra o-ring on the outer attaching cap where you are experiencing a loose hold. Use the clear grip rings, these are hard to see in the included baggie but secure pencil within pense nicely. Here is the latest revised instruction sheet.
latest instructions
More to follow
Issue mentioned by backer, solved. May effect a hand full of orders and we wanted to alert everyone.
almost 8 years ago
– Sun, Nov 06, 2016 at 09:52:45 PM
Dear Backers "Magnets falling off and pencil does not stay in case, and any pressure pushes off adapter cap," this was a recent issue and I was dismissive about it at first. We have frozen PenSe, dropped them down escalators, stairs, 3rd story windows, kicked them down the street and done other things I don’t recommend you try at home, without much issue. But after speaking with team we where able to identified the problem and have corrected it on models shipping this coming week, anyone experiencing it should let us know so we can swap your pense out.
PenSe assembly process has been far more involved than we anticipated, this update does not contradict yesterdays post we are shipping / have assembled we are double checking models before bagging and shipping.
In our redesign we made the adapter cap opening smaller, so it was a perfect fit, the gods of tolerances and anodize made this into a perfect not quite fit, we did fix it but on the first 1000 PenSe's we had to fix this problem it effects all colors, to fix, our engineer Ted hand milled 1000 adapter caps a little larger, this is one of the reasons we fell behind on getting them all out last week. It was no small task, doing this requires oil to keep the aluminum from melting and while caps where exceptionally well washed in some cases all of this residue may not have been 100% eradicated, like during anodize.
The Anodizing process gets rid of any oil, bur etc during initial etch process, but as these where milled post anodize the o rings will in some cases would absorb any trace oil amounts and the adapter cap will not secure the pencil inside PenSe as designed. We have been swapping these rings off for larger ones. Additionally the new clear grip bands should secure pencil without the need of the adapter cap (but on the purple model for example we applied a thinned anodize and there may be just enough extra room in this case larger “Grip Rings” may be required).
Magnets effected. If any of this oil got on your pense body where a magnet is the magnet might not be as secure as it should. Hopefully these have all been caught but I am sure that some people have experienced this issue or may upon receiving. If you do let us know and we will swap out your PenSe.
Returns, I am sorry we are not able to accept returns for refunds, we can send a replacement PenSe if there is a problem with the model we delivered. After Kickstarter % mailing costs and backerkit % stripe fees % etc we where not exactly left with profits. Rather some losses due to length of production and unexpected revisions and general cost of business.
PenSe is made in America just about all in Massachusetts and we are very proud of this, US labor laws do not allow us to work people around the clock, and for good reason, but this added additional time to our production.
Additional news Appostasy will be releasing an iOS application later this month we hope you all give it a try.
