A Question Regarding Customer Service

F

Feyd

Joined
Jan 23, 2005
Messages
9
Hello,
I'm currently awaiting the shipment of my first custom blade. The lead given was 12-16 weeks. My deposit was confirmed recieved in early March of this year. By my count, that puts us a closing in on three months behind. I'll keep the makers name obscured so as not to rile anyone, suffice to say he is down under and the buyer is in the US.
I have no real frame of reference as to how this works, so I'd like from input from those more experienced. For the last three weeks, I've waited for more than a week for a response each time I have inquired on the status of my order. The full balance was paid a month ago, and my most recent update explained a problem with one of the final aspects of the knifes crafting. I was told this was a minor delay and that my knife would be shipped in a few days. This was nine days ago and I still am waiting to hear my product is en route. Before I begin to shift moods... should I consider this typical from what I've found through researching this board to be a reputable knife-maker?
To clarify, I mean nothing devious or sarcastic with the tone of this post. I simply am asking an honest question in hopes of putting my mind at ease.
Any thoughts will be most appreciated. Apologies in advance if you find this to be in the wrong forum. Been around for a few months, but of course.. not much of a poster.
 
If you've researched this guy and found that he's a reputable maker, I'd advise just to bite your lip and try to be patient. If he's got a good reputation, then you'll get your knife even if it's late. At that point you can decide if he'll get your business again (is the knife worth the wait, etc.) There can be many causes for the delay, especially if the guy is a perfectionist and that's not such a bad thing. I know it's tough waiting for a knife to be made, I'm in the same situation right now but I'm just biding my time and building up anticipation for the day that it comes.
 
Well that's a tough one. My experience is that stuff happens and that lead times can be hard to estimate. You have to remember that you are probably dealing with one man/woman operation so if anything goes wrong with that person, (a family emergency, unexpected sickness, machinery breakdown and getting that funky I don't feel like working today atitude) deliveries can be delayed.
Currently I have a knife that has been order about three months and I was told that there would be no problem with me getting my knife before I went on vacation in middle of August. Still no word on progress or lack thereof. I'm not concerned about getting my knife as I have delt with this person before and have complete trust in him.
Maybe a direct call to this person would be helpful. The makers livelihood depends on his/hers reputation in the knife community. They want you to be happy and tell others how happy you are. It sucks to wait but that's life and if it makes you feel any better I've done a lot of custom knife deals and I have never been blatantly ripped off. Like I said things come up that will delay orders. Good luck! ;)
 
Don't anguish about it.

Just give the maker a phone call, he will talk with you. Ask him how he is doing, what the weather is like, are the kids back in school, dog have puppies, etc. and eventually he will get around to discussing ship dates. Most of these folks are very nice hard working people who want happy customers. Heck, most of their business probably comes from referrals.
 
Thanks for the feedback, everybody!!! I'm currently switching to decaf and I'll shoot out a call to check on things.
 
Some makers are more organized than others. Despite problems, it's my feeling the maker should stay on top of communication. It's the same courtesy the maker would expect if he bought something and was waiting for it to arrive as promised.
 
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