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FAQ’S

PRODUCT SUPPORT – FAQ’S

Ballpoint Pens

  • Refill retracts into barrel (loose refill)
    Turn cap counterclockwise to retract refill point. Remove cap and tighten refill clockwise.
  • Tarnished finish / Sprung clip / Loose cap fit / Refill does not perform
    Return to Cross Service Department for evaluation.

Selectip Pens

  • Tarnished finish / Sprung clip / Loose cap fit / Refill does not perform
    Return to Cross Service Department for evaluation.

Fountain Pens

  • Tarnished finish; Sprung clip; Loose cap fit; Leaking near nib
    Return to Cross Service Department for evaluation.
  • Poor ink flow (dirty feed system)
    Soak nib and front section overnight in lukewarm water with a few drops of dishwashing liquid. The following day, clean thoroughly with converter.
  • Nib damaged (unit dropped)
    Not covered under warranty. Return unit for replacement pricing or purchase a replacement nib through your BPM Sales Representative or contact our Customer Service Department

Desk Sets

  • Broken pen holder assembly
    Return to Cross Service Department for evaluation.
  • Broken/chipped base
    Not covered under warranty. Contact Consumer Relations for pricing.
  • Lost pen or pencil
    Contact Customer Service for pricing or purchase a replacement desk set pen/pencil online. through your BPM Sales Representative or contact our Customer Service Department

0.5MM & 0.7MM Pencils:

  • Lead will not come out
    Turn the cap clockwise to put pencil into the writing position. Make sure that there is lead in the cassette.
  • Lead retracts when writing (lead too short)
    To advance a new lead from Cassette - Remove cap with point facing downward and press down on the eraser until it clicks. Repeat approximately 12 times. Twist cap clockwise until lead is exposed. Once exposed, advance lead by applying a slight pressure to the tip. If cassette is empty, replace.
  • Lead will not retract (pencil is not in retract position)
    Two leads may stack on top of each other preventing lead from retracting. To correct this, pull out 1 1/2 inches of lead from tip of pencil, and shake the pencil lightly with the point up.
  • Lead advances while erasing (pressing too hard)
    Place pencil in retract position and push the lead and protector into pencil. Turn cap clockwise to extend lead.
  • Lead breaks while writing (pressing too hard)
    Use pencil with less lead exposed beyond the protector.
  • Lead protector drags on paper while writing
    Turn cap clockwise to extend the lead.
  • Lead extends from cassette when pulled from pencil
    Push lead back into cassette before returning the cassette to pencil.

Operating Instructions - 0.5MM & 0.7MM Pencils

TO EXTEND / ADVANCE THE LEAD:
IMPORTANT: Be sure to keep the pencil point down when extending the lead and turn the cap once to the right and proceed with one of the following:

WITH CAP ON AND PENCIL POINT DOWN:
Hold the pencil barrel and TWIST the cap clockwise until the lead and the lead protector are exposed. The pencil is now in the writing position.

WITH CAP OFF AND PENCIL POINT DOWN:
Press down on the eraser several times (12 - 20 times) to extend the lead. The pencil is now in the writing position.

TO RETRACT THE LEAD:
Twist the cap counter clockwise until you hear it click. Push the lead inside by pressing the exposed lead against any surface or the tip of your finger. Lock the lead in place by twisting the cap to the right or clockwise until you hear a click again.

TO REPLENISH THE LEAD:
Note: Cross has two different models of mechanical pencils: Cassette and Cassetteless.

In order to determine which pencil you have, remove the cap and examine the top of the lead storage area.

If the band at the base of the eraser is black, (Cassette) Insert a new cassette as follows: Grip the black acrylic eraser holder and pull gently. Once out, Shake the cassette to make sure that it is empty. Push a new Cross 0.5mm lead cassette into the pencil barrel until a click is heard. Turn the cap clockwise to put the pencil into the writing position. Follow the Extend/Advance Lead Instructions to activate.

If the band at the base of the eraser is chrome, (no black showing), (Cassetteless) remove the eraser and insert nine pieces of 0.5mm leads into the storage cavity. Return the eraser to seal the top and follow the Extend/Advance Lead Instructions to activate.

0.9MM Pencils

  • Lead jams at point / Tarnished finish / Sprung clip / Loose cap fit
    Return to Cross Service Department for evaluation.