Over the past year, as Ferris Wheel Press has grown in ways I never imagined, I realized something deeply disappointing: we let our customer service standards slip, and I didn’t see how far they had fallen until recently.

This wasn’t a minor issue — some tickets were sitting idle for days or even weeks as our team searched for information, chased parcels, or tried to piece together solutions. And while our staff worked incredibly hard, the truth is that our demand outgrew the systems and processes we originally built.

At the end of the day, that’s a leadership issue — and I own it fully.

Rebuilding From the Ground Up

Three months ago, I made a personal commitment to rebuild our entire support system around one goal:

To create the best customer service experience in the stationery industry.

Not “improved.” Not “competitive.”
The best.

And alongside that, I set out to build the best product warranty program in the industry, because if our fans trust us with their creativity, they deserve absolute confidence in their tools.

When I set the target — 24/7 coverage and 1-hour resolution times — I honestly had no idea how we’d achieve it. But I knew we needed to rise to the standard our customers deserve.

After a complete overhaul of our workflows, countless hours of process engineering, and a major upgrade to our software and support infrastructure… we did it.

And I could not be more proud to share what we’ve accomplished.

What’s New: Our Big Service Milestones

1. 24/7 Live Agent Coverage(An industry first)

We now have real humans available around the clock — no matter where you are in the world, and no matter what time you need help.

To our knowledge, we are the only premium stationery brand offering this level of support.

2. 1-Hour Average Resolution Time

Not just replies — resolutions.

Most tickets are fully solved within an hour.
Lost parcels, defective items, missing parts — we now turnover these cases almost immediately.

3. 88% Customer Satisfaction Score

A huge leap from where we started, and something we intend to keep raising as we learn and improve.

This rapid transformation is something I’m incredibly proud of — and grateful for.

Introducing the Best Warranty in the Industry

Once our support foundation was rebuilt, I turned my attention to something just as important: standing behind our products with absolute confidence.

After speaking with customers, reviewing programs across our industry, and rethinking what true peace of mind looks like, we built a warranty program that — I believe — sets a new standard.

Writing Instruments

2-Year Manufacturer’s Warranty (Free)

Covers any manufacturing defects for two full years.

Optional 5-Year Extended Warranty

For just $5, you can add long-term protection on your pen.

Loss Protection Coverage

For a few more dollars, you can add full loss protection:

• Lost it?

• Stolen?

• Dropped it off a cliff?

• Disappeared into the void of your toddler’s toy bin?

We’ll replace it. No questions asked.
This is genuinely an industry first.

Fountain Pen Inks

1-Year Warranty — Even If Opened and Used

Most ink makers won’t cover used ink at all.
We now fully warrant ours for a year, whether the bottle is sealed or opened, so long as the issue relates to defects.

If something’s wrong, we’ll make it right.

30-Day No Questions Asked Money-Back Guarantee

This is another industry first (at least in our category).

If you try a pen or ink and the colour, feel, or performance isn’t what you hoped for — even after using it — simply let us know:

• Exchange it

• Try a different colour

• Or get a refund

No hassle. No scripts. Just genuine support.

We want your creative tools to bring you joy, not hesitation.

A Heartfelt Thank You to Our Support Team

I want to give a sincere shoutout to our customer support team.

They work tirelessly, day and night, to bring this vision to life. Their passion, compassion, and pursuit of excellence are the backbone of everything you’ve read above.

If you ever interact with them, please consider leaving them a kind review on Google or Trust Pilot. I read every single one, and I make sure the team is recognized and rewarded for the care they put into serving you.

Moving Forward Together

This transformation is more than a process upgrade — it’s a promise.

A promise that as Ferris Wheel Press continues to grow, we will never lose sight of the people who brought us here.

To everyone who has supported us through our journey — thank you.
This new chapter of service is for you.

Internal Links

• Warranty Details

• Our Core Values

• Shop Fountain Pen Inks

• Customer Support Form

Author Bio

Hi, I’m Raymond Yu — founder and CEO of Ferris Wheel Press. I’m passionate about building beautiful tools that inspire creativity, and even more passionate about serving our community with excellence. Thanks for being part of our story.