Forums/Jot/FAQ

How can I replace the Jot Flip's ink cartridge?

Jon
posted this on May 04, 2012 17:33

1. Holding the Jot Flip firmly in one hand, twist it so that the writing tip of the pen retreats back into the cavity of the stylus.

2. Continue to unscrew it in this direction; the stylus should unscrew into two halves.

3. You will be able to easily take out the ink and insert a refill.

Standard refills such as the Pilot Hi-Tec C Slim (0.4 mm), are readily available in a variety of colors at various office supply stores. We also sell them through Amazon (see here).

 

Comments latest first

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Jon
Adonit

Sean,

1. Dee was simply pointing out that if the Jot Flip was defective as you claimed it is, then we would have thousands of people contacting us about it.

2. As I have pointed out, the fact that the Jot dropped was not the key issue here.

3. The 'office hours' reply is sent by the system automatically after a specific time; once the office has closed, and staff are no longer in the office. The fact that it happened minutes after your last email with Dee simply shows that she had left the office.

Yes we will need you to send your original Flip back to us and yes we will arrange a replacement. I have asked a customer support agent to contact you about this.

June 13, 2012 10:56
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Sean L

1 - That was my quote note dee's,
she said "we have thousands of customers"
I said whats 1-5 defective ones gonna mean.

2. i wouldnt complain if it hadnt rolled off the desk and hit that shag like a ton of bricks and shattered like a buiilding sitting on the san andreas fault.

3. Dee is great isnt she, so are you jon.
the issue i had with the auto "we are not here" email is that it came just minutes after we were communicating, it would be like talking to someone on a phone and then hanging up on them after talking.

4.good, glad to hear you are selling them to amazon sellers are 'new' and not 'referbs' because the one i got was sealed, and worked great for approx 15 days

5. Yes, :) i would love a replacement would you like me to send the one i have back to you to check out?

6. Thank you, thats all i was really asking for, maybe the Flip2 will have a different 'brass inner thing'

but thats besides the point, maybe i did get a bad one, a defective one from the factory,

let me know how we will do this, email is fine

7, I hope you were not being sarcastic in your 5. if so.. Foot in mouth ;) thanks

June 13, 2012 10:39
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Jon
Adonit

Sean,

1. Yes that is what Dee said; she did not say 'told you 'adonit doesnt care, they have sold Thousands of these awesome things, whats 1-2-3..4 or 5 defective/broken ones gonna mean'.

2. We don't want anyone complaining about our Jot Flip either. Of course we know that occasional manufacturing errors are going to make that impossible, but the fact that only two people have reported problems with their Jot Flip (and they're both here), indicates to us that the product isn't a failure.

3. As Dee explained to you, once the office closed you received an automated reply from our system informing you politely that the office was closed. If you can tell me why you found this to be rude and what you would have preferred to happen, I can do something about it.

4. No I am not telling you we 'already had referbs/broken ones out in the wild'.

5. I understand you were being honest, and I appreciate that. How about we replace your Jot Flip because you were honest about it?

June 12, 2012 12:39
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Sean L

The whole reply was not a quote, my bad, just the first 5 Lines

June 11, 2012 22:29
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Sean L

Jon, Dee's exact words were "

The Jot Flip is one of our major sellers and we have thousands of customers who are satisfied with their purchase so I can't quite agree with you when you say it's "cheaply made". If that was the case everyone would be complaining.

If you still have your receipt, my advise to you would be to contact the reseller and ask them for their policy on refunds and/or exchanges"

 

 

define everyone, because if it was my product i wouldnt want "ANYONE" complaining 

 

and what i meant by being rude, was after a few emails were exchanged, all of a sudden "the staff was not available after business hours" 

 

and as i said in the emails the pen was brand new , still in the package, and worked for 15 days just fine.

I went  to amazon to buy some other things at the same time, this wasnt me searching amazong for 'ipad stylus/pen' i knew i wanted your product because i was following it on kickstarter, and i got it the first 2 weeks it was out,

and your telling me you already had referbs/broken ones out in the wild? that sucks

 

and as far as the 'i understand' bits and taking responsibility i was doing that to be 'honest' god.for.bid  you have an honest customer with an honest issue

June 11, 2012 22:28
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Jon
Adonit

Sean,

1. Our customer support staff did apologize to you, twice (May 21, 2012 13:19; May 21, 2012 22:20). No one treated you with disrespect, you were not ignored, and no one told you 'adonit doesnt care, they have sold Thousands of these awesome things, whats 1-2-3..4 or 5 defective/broken ones gonna mean'.

2. Your responses to our customer service included your words 'This is "my fault" I dropped it, I take responsibility' (May 21, 2012 11:41), 'Ok I understand' (May 21, 2012 22:13), and 'I understand, again I understand' (June 07, 2012 16:15), indicating you were aware that the situation was a result of your own actions.

3. Please understand that your request for a replacement was not denied because we don't think the stylus broke when you dropped it. As we have said repeatedly, your request was denied because you did not purchase from an authorized reseller so we have no way of guaranteeing the stylus was in factory condition when you purchased it. There is no way the Flip should have broken under the conditions in which you dropped it, and had you purchased it from our site or from an authorized reseller we would not hesitate to carry out our standard replacement request procedure.

June 11, 2012 17:21
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Jon
Adonit

Michael,

1. I'm not trying to prove our customers wrong. One customer said that we hadn't provided any information on how to replace the Jot Flip's nib; 'I can't find this info anywhere (and it is not included in the user manual / brochure)'. Accordingly, I showed where we provide this information, and I pointed out that it is included in the user manual.

2. I understand that you found our site difficult to navigate, and you would have found 'help' more meaningful than 'support'. Our website development team is already working on a list of website improvement suggestions which we sent them last week, including the suggestion that we replace the word with 'help' since people look at 'support' and don't click on it because they think it won't lead to any support (or are confused by the word 'support'?). We also have a focus group assessing an offline version of our site for usability. I am more than happy to forward them any further suggestions you have about how to redesign the site. What I need however are specific details about what made you decide not to click on 'support', and why you were unable to find the product guides or the several references we have to emailing help@adonit.net. When you said you performed a search, could I ask in what way you performed this search? Was it using the search engine on our website?

3. I am sorry you found the Jot Flip pen tip replacement instructions incomprehensible. I have already submitted a suggestion to our team about improving these instructions; my suggested instructions are extremely detailed, and amount to about ten or twelve steps of small incremental actions in order to avoid confusion. I have also made your point that the Jot Flip manual's instructions do not use the terminology in the glossary.

4. I have never said that Amazon is liable for the warranty of our product. I do not understand how you drew this conclusion.

5. I want to repeat the fact that if customers have any problem with their product, they should send an email directly to help@adonit.net, and they should not take any action which voids their warranty.

June 11, 2012 17:03
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Michael

BJS and Sean,

Thank you! 

Sean, it sounds a lot like my case. I was in a meeting when my pen slipped out of its socket. I had to use the stylus to take notes. I have a Booq iPad case that has a note pad so I can quickly jot notes. The Jot Flip is the perfect tool for this combo. 

BJS, I agree with your last post whole heartily.

 

Jon,

I don't get what Amazon has to do with anything.  Adonit gives some sort of compensation to Amazon to sell their product on the site. It's just like when you rent a spot in the mall. The site even has "by Adonit Corp." listed under the product . So why would Amazon be liable for the warranty?  (scratching my head) 

Adonit has a great product and I love my Jot Flip. I just wish you would take the criticism a little better and make the site better. By trying to prove the costumer wrong and sticking up for the product so tenaciously makes the company less appealing. Take this as a positive and make a few adjustments. This would help build Adonits reputation and gain more respect. Every costumer counts. Each costumer can potentially bring in more. If you lose one costumer you could potentially lose 10. I know I have sold 3 for Adonit just from word of mouth and showing how well the stylus worked. I really would not mind putting a "Help" file together for you. Just let me know. 

June 10, 2012 05:27
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Sean L

Michael thanks for your kind words, i dont 'blame' you at all, i thought you had the fix, (you fixed it good job)i couldnt get mine loose and i just added some marks on the innertube part..oh well.. now im twice outta luck (bought form amazon, and did your method) now im 'really out of warranty'

 

oh well look everyone im over it, but for crying out loud, $40! i spent $40 on a Pen and stylus, not a Stylus with a useless Hole on one end and  a broken brass inner noise maker thing on the inside

what a joke, replacing the ink should be the easy part, thats not the problem, i dont know how ANYONE can have that problem, but LIKE Michael on the 10th, my inner Brass clamp also fell out of position.. mine happend on the 17th of may, i ordered it on the 29th and got it on the 2nd..do the math, 15 days, 2 weeks and 1 day, its not like i used it everyday, or threw it at the wall like a Dart, i used it to Jot(....) down notes on post it notes. thats like $2.50+  a day that pen cost me until it broke.

and LIKE Michael i called the JOT fragile in an email and i swear on everything i never saw this thread till the other night,

and they emailed me back weeks ago saying nobody else has this problem..

Hey Jon, and JOT, congrats on your Kickstarted project, i was watching it from the beginning, and was really debating on doing it but i wanted to read some reviews first, then the flip came around and i was sold, 

its not like i went to ebay to find a knock off, its not like i went to best buy to steal one, i went to the #1 online market place this thing called 'amazon' and i hit "BUY" my god if i knew i was buying from a ....OMG!!>..... RESELLER....AHHHHH ooohhhh nooooo.... i wouldnt have done that, i would of gotten it from your site, i just thought because i was ordering some other iphone/ipad stuff that night that i would use Amazon, and not have to create multiple orders on multiple websites.. 

how bout some legit "WOW sean sorry to hear about your loose brass piece" "sorry your $40 NON Fragile Pen rolled off your desk on to shag carpet" "here , let us send you another one in good faith, that when the next jot flip pro laser pointer/sharpie/Fm radio/HD/3d..etc version comes out you know where to get it first" and you wont get some knock off on ebay called "ipod stilis" 

 

thats how you get good customer base.. 

heres a story, i had a piece of junk motorola android phone, it broke. not because i dropped it because it was junk, i mentioned it to a friend on twitter, what happens next will blow your mind. Motorola contacted me, then AT&T contacted me, what.. yea, AT&T sent me a new phone, in exchange (they sent me an HTC). 

when i went on twitter, and mention the jot flip is a fragile little chicken egg in a tube of skincells and could break if you press to hard on the tip or drop it on shag carpet... i get nothing, ignored, adonit doesnt care, they have sold Thousands of these awesome things, whats 1-2-3..4 or 5 defective/broken ones gonna mean, 

maybe i'll buy the next bamboo or some other startup on kickstarted, 

$40..still cant belive it, shag carpet is what it fell on, SHAG like from the 60s!, its not like the pen is made out of Glass, or Icecubes, it didnt crack like plastic it didnt shatter like glass, it bounced off carpet and the inner brass thing got loose.. my god...

god forbid i bought one form amazon who probably got them wholesale from you, or might of even drop shipped it from you

 

hey thats my rant, if you read that, pat your self on the back if jon doesnt delete it, well, there ya go..

im sure if i had google+ friends or gave 2cents about facebook  and had 100k followers on twitter had  people to bitch about this would of been solved already.. instead nothing.. just some emails explaning how screwed i am

/end rant, all i can do now is hope staples/best buy/apple store sells this fragile little pen/stylus so i can blow a temp $40 on it swap them out and enjoy the product, and when it happens again, rinse and repeat. 

June 09, 2012 10:48
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Michael

Jon,

'Help' is the first thing people think and look for. Not a 'support' button. The site was difficult to find answers to my issue. Even the PDF provided for replacing the ink was minimal. I took the liberty of coping the whole section:

 

REPLACING THE INK

Twist the barrel counter clockwise to expose the ink cartridge area. Pull the old ink cartridge out. Push the new ink cartridge in. Now you’re ready to write. 


How helpful is that???  I asked myself "Which barrel is this referring? The pen part or the disk part?". I looked at the 5 labeled example and it does not show "Barrel" at all. Technically the whole pen is a barrel.

 Sooooo. . . Now on to the FAQ or Forums. No where on that page is Jot Flip listed. Ahhhh. . . Let me try the search. Here I am. . . Your post here is how I figured out to unscrew it. However, no where does it state to insert the end of the nib to the brass or anything. My nib would just about disappear with the problem I had. I thought the nib broke and was to short. I did not know how long the nib was suppose to be. Nothing on the site states "If the nib pushes in more than a half inch. Please contact help@adonit.com

For all these reasons is why I the "Average" or "Less knowledgeable" person had a difficulty time with navigating the site. It's almost like I the customer am suppose to know what your thinking. 


Again. . . I like my Jot Flip a lot and since I have made my own repair it has not given me any more problems. I also learned everything about it. If you would like for me to put you a help file together I would be more than happy to. 

June 09, 2012 04:03
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Jon
Adonit

Michael, I'm aware that there was no problem with your nib, but someone read your instructions and thought it was useful information on how to replace the nib. That's the kind of confusion I would like to avoid. In our experience and in the experience of several thousand customers, the Flip is not actually fragile.

I am not sure why you find the site difficult to navigate. There is a button at the top of the site which says 'Support'. Hit that button and you get the support page. On that page there is a list of links to product guides for each Jot, including the Jot Fip. Here's the list as it appears on that page.

Product Guides:

 

The Jot Flip product guide linked to there, explains clearly how to replace the ink cartridge. The support page also includes clear statements about how to get help, such as this. One click gets you to all this information.

 

Getting help

Whatever the reason you’re here, we want to make sure you get what you need. There are a few ways to get answers:

1.) Contact our customer service by sending an email to help@adonit.net. We will respond within 24 hours.

Contact

Customer Service

If you have any comments or questions,
please email us at help@adonit.net

June 08, 2012 23:53
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Michael
Jon, Please re-read my initial post. My nib was not the problem. It was the brass clamp that held the nib to allow retraction. It is true that I did fix the problem on my own in 36 minutes. I did not want to wait days for a fix on a pen I've had for approximately a week. I would have used help@adonit.com if the site was not so difficult to navigate and find help. Even the FAQ page does not have the Jot Flip listed. I had to perform a search just to get here. I truely like my Flip and enjoy the precision drawing I get from it. Once again it just sucks that such a heavy pen is so fragile. Take these comments and make the site and product better. Then Adonit would not have to worry with catastrophe.
June 08, 2012 19:51
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Jon
Adonit

BJS, encouraging our customers to void their warranty and risk damaging their products instead of contacting us if they have a problem, is a recipe for catastrophe. What Michael did voids your warranty, risks damage to your stylus, and most importantly is not necessary in order to replace your Flip's pen nib.

The information on how to replace your nib without disassembling the entire stylus as Michael did, is already described in this thread. I will make it clearer by adding it to my first post here.

June 08, 2012 01:31
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BJS Lee

Hello Everyone,

Not to be disruptive, but may I suggest moving specific customer service issues / frustrations (which sound justified) to a different thread?

I found Michael's and everyone else's contribution to this FAQ (on "How can I replace the Jot Flip's ink cartridge?") incredibly helpful -- including detailed pictures that Michael submitted -- So it would be nice to have the answer to the FAQ question clearly laid out for other users.

IMHO mixing specific customer issues to this "How to" thread (1) confuses things for those looking for specific solution, and (2) dilutes some apparently very legitimate customer complaints / frustrations voiced by specific users . . . .

Of course, it's regrettable that clear instructions (maybe an insert, with diagrams) were not included with Jot Flip to begin with -- but hey, it's a startup right (?), and hopefully written instructions will be included in the next version.  (Right, Jon? ;-)

I understand that Jot was funded via Kickstarter.  It's always hard to go from a startup (where everything you do is amazing and you are dealing with early adopters willing to live with "beta deployments" and overlook a lot of flaws) to a mainstream company (with customers who want bang for their buck) . . . . I think (and hope!) the folks at Adonit are trying their best to make that transaction . . . .

Don't know about everybody else, but I believe that Jot addresses an unmet need, and hope that Adonit succeeds and is around for many years to continue to make, improve, and service (my) Jot . . . .

P.S.  "hope that Adonit succeeds and is around for many years to " => The secret to this, of course, is to understand that customer is always right.  ;-)  Peace!

June 08, 2012 01:19
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Jon
Adonit

Michael, no Adonit staff replied to your initial post on May 10 because you posted outside office hours, and just 40 minutes later (still outside office hours), you posted saying 'Never mind. I figured it out'.

By the time I posted there were still only two customers here with the same problem; you and one other customer (even now there are only three customers here with this issue). I posted not because there was a flood of problems (there wasn't), but because I wanted to advise customers against taking action which will breach the warranty we display publicly on our site.

We invite customers to come directly to us if their Jot has a manufacturing defect, so we can replace it free of charge. I see no reason for customers to ignore that offer and instead take their Jot apart, voiding their warranty and risking damaging the stylus.

June 07, 2012 23:53
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Michael

Dee,

No worries. . . I fixed the problem. Thanks!

June 07, 2012 22:10
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Dee
Adonit

Michael,

If you would kindly submit your query to help@adonit.net someone will be able to assist you that's what the ticketing system is for.

June 07, 2012 22:02
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Michael
Sean, I bought mine from Adonit... I made a post on May 10. No response. The pen was less than a week old. Now a month later and a few people with similar problems someone from Adonit speaks up. No telling how many customers have had the same issue. Wish you best of luck and hopefully Adonit will make this right for you. Jon, thanks for at least making an attempt to respond and back the Adonit name.
June 07, 2012 19:04
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Jon
Adonit

Dear Sean,

You purchased your product from a third party retailer. Under the terms of Amazon's conditions of sale and our own conditions of sale, you are required to return to the retailer from whom you purchased the product rather than to us. You then modified the stylus yourself, breaching the terms of your warranty, which are identified clearly on our website.

Please tell me what you want me to do for you.

June 07, 2012 18:03
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Sean L

I have sent many emails about a similar issue with my jot flip, but i got mine from amazon and was snubbed and didnt get any help,

 

i Droped my pen, it rolled from the desk onto Carpet, and the 'pen' was loose' thanks to Michael's advice on the 'vice' i'm guessing im really outta luck now with the dents i made tring to get the inner tube out to fix the copper doodad,

 

and NOW JON puts out that 'they are here for us" I really hope he/Adonit comes through, i paid $40 for this thing and used it for just a few weeks.

support@adonit.net was rude and not willing to help me

im hoping 

Help@adonit.net wont be so harsh about the situation

June 07, 2012 15:30
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Jon
Adonit

Thanks for the comments here by users. If anyone has a problem with the fragility of their Jot Flip, or if they are experiencing difficulty removing or replacing the pen, please contact us immediately at help@adonit.net. We do not expect you to have to physically take the stylus apart in order to fix it yourself. We are here to help.

June 06, 2012 11:43
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udonthaveasoul
Wow michael this is amazing Thx for the detailed explanation
June 06, 2012 07:05
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Michael

No problem. . .  Since I have repaired mine it has not given me a problem. 

June 06, 2012 03:17
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BJS Lee

Thanks for the pics, Michael!  This will help everyone.

June 06, 2012 01:17
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Michael

Here are some pictures of the pen taken apart.

June 06, 2012 01:02
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Michael
Hello BJS, To take the pen apart is tricky. You will need a vise and patients! First I did the step you posted. Except I had the opposite end in a vise (rubber coated jaws) and did not unscrew completely. Only about a half turn so that all threads hold. Then I pulled slowly and evenly with a lot of force taking care not to bend any thing. When the pen came apart I was easily able to unscrew the first portion. Careful as there are small brass washer and other parts that can fall out and easily become lost. I then put the brass parts back together and used the vise to repress the parts. It takes a little force and again patients not to egg shape or bend anything. Screwed the parts back together and repressed. I will attch a picture when I get to a computer so you can see the parts before taking the pen apart. I am not able to from my iPad.
June 05, 2012 18:58
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udonthaveasoul

thanks BJS Lee.

Mine must be broken then

mine got retracted while i was writing

and the metal thing inside is moving back and forth when i shake it

i never dropped it nor pushed it hard, i was really careful with this expensive pen you know

Since i can't expect any after-sales service coz Im in Korea

i will try to take the bracket out that glued to the body with wrench or something when i get home

June 05, 2012 11:35
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BJS Lee

Here is the response I got from Adonit before -- I hope it helps:

  • >>Hi,

    >>Thanks for your question!

    >>When holding onto the Jot Flip, please twist it so that the writing tip of the pen retreats back into the cavity of the stylus -
    >>then continue to unscrew it in this direction and the stylus should unscrew into two halves.

  • >>You will be able to easily take out the ink and insert a refill. Please find the image in the below URL as a reference -
    >>standard refills such as the Pilot Hi-Tec C Slim (0.4 mm) are readily available in a variety of colors at various office
    >>supply stores. Do give them a call to inquire that they have stock available before heading over.

    >>  http://www.amazon.com/Adonit-Corp-Jot-Flip-cartridge/dp/B007GJVSHC/ref=sr_1_26?ie=UTF8&qid=1333427019&sr=8-26

    >> Judy
    >> Adonit Support

>> May 22, 2012 09:23
June 05, 2012 10:41
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udonthaveasoul

mines got detracted too

it won't stay in its position

i dont know how to fix the pen

should i pull out the metal part, which looks like glued in, to fox this?

it is fu*****g fragile

what the hell guys

June 05, 2012 10:21
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BJS Lee
Hi, can you provide step be step instructions on how to remove and replace the ink cartridge in Jot flip. I can't find this info anywhere (and it is not included in the user manual / brochure). Thanks in advance.
May 22, 2012 02:03
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Michael
Never mind. I figured it out. The brass clamp fell out of it's position. I had to carefully pull the parts loose reset and put back together. Just sucks this heavy Jot is soooooo fragile.
May 10, 2012 07:25
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Michael
While writing with my Jot Flip the ink disappeared into the body of the Jot. I turned in and out and nothing happened. I shook and could hear the Jot rattle back and forth. Just curious how in the world does the ink cartridge go in this thing? The base unscrews then what? It does not go in and out. I am beginning to regret my purchase. This thing has rolled off the table and lost the disc second day I had it. Ordered new set, now the dad gum pen quit! If I buy new ink I'll have close to $100 in a stylus.
May 10, 2012 06:49