I purchased a knife from A.G. Russell a while back, and gradually realized that it wasn't working out particularly well for me ergonomically, and was too bulky for my needs. Since the knife had no manufacturing flaws, I felt that returning it, especially after several months, seemed too much like tire-kicking and wrote it off as a learning experience. I'd simply made a poor choice and was prepared to live with it.
Fast-forward a few months when I ran across a BF thread on the knife in question and added a short comment on the ergo and bulk issue as I saw it. A few hours later, I received an email from A.G saying that he hoped I had returned the knife, since I didn't seem to care for it. When I told him that I thought too much time had passed since my purchase, he replied:
"You need to know that until I am in the ground and the business has been locked by the Government, it is NEVER too late."
Long story short - A.G. encouraged me to send the knife back, so I suggested a trade for a smaller knife of equal value, to which he agreed without hesitation. The new knife was quickly on its way, postage-paid, with no questions asked. They even paid for the return postage of the old knife!
How often does a business go out of their way to provide that kind of customer service, without even being asked to do so?
My sincere thanks to A.G. and Vicky for their willingness to go above and beyond for their customers. :thumbup:
Fast-forward a few months when I ran across a BF thread on the knife in question and added a short comment on the ergo and bulk issue as I saw it. A few hours later, I received an email from A.G saying that he hoped I had returned the knife, since I didn't seem to care for it. When I told him that I thought too much time had passed since my purchase, he replied:
"You need to know that until I am in the ground and the business has been locked by the Government, it is NEVER too late."
Long story short - A.G. encouraged me to send the knife back, so I suggested a trade for a smaller knife of equal value, to which he agreed without hesitation. The new knife was quickly on its way, postage-paid, with no questions asked. They even paid for the return postage of the old knife!
How often does a business go out of their way to provide that kind of customer service, without even being asked to do so?
My sincere thanks to A.G. and Vicky for their willingness to go above and beyond for their customers. :thumbup:
