My company makes 6 millions pens a year, earlier this year there were some quality complaints came back from the field, we tested and tested and spot checked thousands of pens, but could not find the problem, every one wrote smooth as silk. Finally, after much effort and manpower without finding the problem, I made an executive decision, we changed a small part on it which does not make any difference in performance whatsoever, and we labeled every new wholesale pack, "NEW & IMPROVED". The truth is that we did change a part, so it is NEW, and I think the part is improved, thus it is IMPROVED. The change of that small part is important for honesty and legal reason. We haven't had one single complaint ever since. Major clients even told us the NEW pen is much better than before.
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