I'm so glad I don't work in retail anymore. You know how there is always that one customer who is appalled by everything, rants and raves, insists on speaking with a manager, but ends up leaving all smiles and full of praise after being sucked up to and given a gift bag full of consolation goodies for the so-called trauma the store has put them through? Well, I feel like that customer might have been me this week...
A Lovely Experience With Filofax UK Online Customer Services
I would just like to say that Filofax offers an awesome online customer service experience here in the UK, I can't criticise it in any way.
The lady dealing with my complaints has been extremely professional and efficient, despite my initial email being charged with perhaps a little more emotion than was necessary - I don't take disappointment well, and I did feel a bit like a child who had received her toys from Santa without batteries. Essentially I was resentful that I'd have to send my birthday present back.
The customer service lady offered me suitable solutions though, kept me updated every step of the way, and within two days I had my replacement Filofax and a 20% discount refunded to my Paypal account for the inconvenience of having to return the faulty one.
I have also been assured that a matching charcoal keyring from the Centennial Collection is on its way to me as further compensation, which I appreciated. Small gestures can be surprisingly effective in helping to heal wounded expectations and repair the brand-customer relationship. So thank you very much for that experience to the lady from Filofax.
Disappointed By A Faulty Centennial Filofax
Having commended Filofax for its customer service doesn't change the fact that I had to contact them in the first place though.
If you have read my previous blog post you will know that I shared my initial impressions of The Centennial Collection, which were quite critical. I was confused by the design choices made for The Centennial Collection, and I felt that as a celebration of Filofax's 100 Year Anniversary, the collection fell short of my personal expectations. So as you can imagine, it was all the more disappointing when I purchased the limited edition Filofax for my birthday, it arrived, and I had to send it straight back because it was faulty.
I was nervous as soon as the parcel came to my door because of the choice of packaging. The sad-looking "padded" brown envelope (it was a little flat) had come unstuck and was open at one end. Inside the envelope, the corner of the black outer box had been crushed slightly due to the lack of padding. Luckily this hadn't affected the hard presentation box inside, and the Filofax itself was still well protected.
I think that the choice of packaging was flippant, especially for an expensive limited edition product, and I certainly wouldn't have been happy if the presentation box had arrived damaged, even if only a little, because I intend to keep and use the presentation box. Who doesn't love a decent box? (The replacement Filofax was sent in a proper brown cardboard box packaging with much more protection, so that was good).
Needless to say, my fears were not over. My Filofax, edition #454 was indeed faulty. I couldn't believe it. And what's worse was that the main feature, that had attracted me to begin with, and led to my purchase of the Filofax, was the very thing that was faulty. Can you guess what it was? Yes, the beautiful gold rings, every single one of them, had gaps! I could stick my fingernail through the gaps.
I felt pretty let down. I knew, obviously, that I would readily be issued a replacement if I contacted the customer service team, but that wasn't the point. This was my birthday present, it was a limited edition Filofax, and its main feature is the gold rings. How could this have happened? Am I naive to think that there is a dedicated team at Filofax that conducts quality checks before popping the finished product into the box? Or is it all machines, robots, and conveyor belts these days?
To top it off there was a further fault. I noticed that the strap was attached to the back of the Filofax at a slight angle. This meant that when I closed the Filofax it seemed to me like the top was closed a bit tighter than the bottom, resulting in some flaring of the cover and a sense of the planner being uneven when closed.
I did take a picture, but I'm not 100% convinced that I wasn't being totally paranoid or crazy. After seeing the glaring gaps in the rings I may have inspected the rest of the Filofax to within an inch of its life. Maybe I wouldn't have noticed the wonky strap if it hadn't have been for the faulty rings.
Despite all of the drama, I am now very happy though. Well, I am happy as I can be after my week of Filofax ranting. I should be careful, I'll get a name for myself as Filofancy The Furious! Is it bad that I was annoyed when my replacement Filofax arrived without the complimentary keyring? It's not like I am particularly excited by the keyring. I didn't purchase one after all. But after being offered the free gift, I jolly well want it now. Free gifts do funny things to people. Be patient Zara, It's coming.
I have the replacement Filofax in my possession and it appears to be in perfect condition. So now I can get on with my review...
My Updated Thoughts On The Centennial Filofax
As promised, now that I have held the Filofax in my hands, thoroughly inspected it from all angles, posed with it in the mirror, and introduced it to my other Filofaxes, here are my updated thoughts on the Centennial Filofax...
Putting my thoughts about the collection as a whole and its significance (or lack of) as a celebration of Filofax's 100 Year Anniversary aside, I do actually rather like it. I mean, it doesn't rock my world, but I do like it. I'm glad I chose the charcoal, personal-sized option. The colour is very smart, and the bigger rings make it feel more substantial, yet strangely compact at the same time. If anyone can explain that contradiction to me I'd be grateful, it's a bit weird, but it is what it is. It is very pleasing to hold in the hand, and it lays completely flat on the table when opened up.
I was initially concerned that the "golden" stitching would make the Filofax look garish, or that the contrast of gold thread against the darker charcoal leather would cause any unevenness in the stitching to be more noticeable. I can honestly say that I don't have a problem with the stitching at all. The stitching isn't perfect, but it doesn't bother me as much as thought it might. The colour is completely inoffensive. In fact, I don't even know if I'd describe it as "gold". It's a golden-yellow shade that I find complements the charcoal well. I was also worried that the charcoal might be either too dark or too blue, but it is a lovely shade of grey that I think sets off the gold popper on the strap beautifully. I feel like it's kind of an unusual shade of grey actually. It has a dusky vibe to it that I like a lot.
This isn't a Filofax that I look at and think WOW, I love it so much, I could never part with it. I think it would have to be made of a particularly lovely leather for me to fall head over heels in love. It will be interested to see how it ages. The Charcoal Original definitely suits my current mood and style though, which is why I think I was attracted to it at this moment in time. I'm glad I have it. I like the fact that its simplicity means that I have the choice to glam it up with accessories if I'm feeling special, or keep things cool and neutral, letting the charcoal and gold accents speak for themselves.
I think that this is the kind of planner that serves as a bit of a blank canvas for you to put your own spin on it. I have had a strong feeling that it's going to work well with the colours and themes I'm into at the moment. In my flat I have a very large window with grey curtains and many hanging plants, I find the combination of grey and green to be very calming. So I am looking forward to filling the Filofax up with elements of nature. The gold rings are really going to help bring it all together. I am excited to show you what I have come up with. Let me know if you would like to see a video.
Pros And Cons Of The Centennial Filofax
I do have one or two criticisms now that I have seen and handled the Filofax in person. Despite the bigger rings, the strap on the personal size is the same length as the personal-sized Originals with smaller rings. I guess this means that even though there is more capacity for inserts with the 30mm rings, the more you put into this Filofax the tighter it is going to be to close because the strap length may not be long enough to accommodate it. This will especially be the case if the pen loop is used. I don't know to what extent this is going to be a problem for me, or whether it is a problem at all until I have been using the Filofax for a while.
The other criticism I have is that the elastic pen loop on the personal-sized Centennial is actually quite a bit wider than on the normal Original. You can see from the picture below that it is 5mm wider, which makes it jut out from the side of the planner a bit, and because the stitching of the pen loop hasn't moved along, the wider pen loop will be looser and won't be suitable for slimmer pens without clips as they will slip out too easily. Although you might be able to squeeze two slimmer pens or pencils into the loop instead, but I imagine that is going to start causing problems when closeing the organiser.
The reason it has been designed this way is to accommodate for the wider rings pushing the paper inserts further out towards the edge of the Filofax, making less space for a pen to fit when the Filofax is closed. I think they should have moved the stitching along though so that the size of the pen loop stayed the same. The benefit of having a smaller elastic pen loop is that it can hold slim pens or pencils, and also stretch for thicker pens.
I have purchased The matching Centennial Pen. It fits and stays put in the loop due to the fact that it has a tight clip that grips onto the elastic. I guess we will just have to be more mindful of what kind of pen we want to live in the Filofax if any.
The main functional pro that I could think of about the Centennial Filofax is that it comes with minimal planner inserts, which are such an improvement, in my opinion. I have always hated the blue font on the Filofax inserts. The minimal inserts are really lovely and simple, like a blank canvas. Alas, it doesn't start until 2022, so I have to wait 4 months before I can use them. In case you haven't already noticed, I'm not a very patient person. I do prefer to design and draw out my own insert layouts though, so I may not even end up using the 2022 minimal diary.
I also quite like the fact that they have provided some plain white card dividers that can be easily customised or left plain. They are great to use as a template too, for anyone who wants to make their own dividers. I have a feeling that the tabs, despite being nice and slim, may get in the way of a pen if the pen loop is used, and because these dividers are cardboard, despite them being fairly sturdy, the tabs are likely to get bent or damaged. It will be interesting to see how long they hold up.
The ruler matches my Filofax because I have the charcoal planner. I think it is the same colour ruler for all three coloured Filofaxes. There is a very soft and flexible clear top-loading envelope, and of course, the jot pad at the back. The pen is a black rollerball pen. It writes very smoothly and doesn't bleed through the Filofax economy pack of paper, which is great because that is what I like to use in my Filofax. It's a nice weight. I only bought the pen because I wanted to celebrate my birthday with a matching gift set, otherwise, I wouldn't have bothered as I don't find it that attractive in itself. It's nice to have it though, as it is engraved on the gold pen hook with Filofax 100 Years, and it does look smart in the matching Filofax.
Oh yes, and I almost forgot about the free tote. It's quite a small bag but very well made. Some cloth totes are flimsy but this one is made of a thick canvas material that holds its shape well. The straps are fairly short but they fit over the shoulder nicely. I am finding that because it is black it picks up pet hairs easily. I'm not sure if I will use it outside often, but I am sure I will find a use for it inside the home, maybe in my wardrobe to keep my socks together.
*Update - I have now also received the Charoal Mini Filofax Keyring. Its rather cute, and I am actually really enjoying having the full set of matching Filofax, pen, and keyring! It's a fun novelty item that I wouldn't have normally bought for myself, so I am pleased to be given the opportunity to own one, with it being a free gift from Filofax for having to return the other organiser.
Would I Recommend The Centennial Collection?
I think that if you like the look of this collection then go for it, treat yourself. You already know what to expect from The Originals and it's not every day that Filofax releases a planner with gold rings. The Centennial Collection is not going to appeal to everyone of course, but I think that a lot of people are going to enjoy it because it was, in Filofax's words, "designed with today's users in mind".
I just hope that other people don't have to experience the disappointment of having to return a faulty planner, because, for a limited edition, I just don't think that's acceptable. I would have liked to know what will happen to my poor #454 but I wasn't given any further information. There are only 750 of these being made so what happens to a limited edition when it is faulty? Does it get repaired and resold? Will it be saved until all the excitement is over and then resold at a discounted price? I now own #701 and the fate of #454 will remain unknown.
I don't really have anything else to say about The Centennial Filofax, so I am going to wrap this post up. I will be back soon to show you how I have set my goodies up. In the meantime, let me know your thoughts on The Centennial Collection in the comments. Did you purchase something from the collection for yourself? If not, what would you have preferred to see in the collection? Has anyone else had any problems with their limited edition Filofax? Has anyone received a unique number?
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Thank you, Zara M. | Filofancy, Life On Paper
Images & Illustrations by Zara M.
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