Advice needed: Snakewood Pemberton handle crack?

I have not found snakewood to be any worse with cracks than any other wood; so I guess the factory has done a good job on the vast majority of them. This was just an open crack that probably should have been noticed when cleaning at the factory, but the QC didn't catch it because these are nearly invisible when clean, especially when not on the face. But I didn't see it and the OP didn't see it originally. I guess a change in environment could have caused it but I don't think so.

There was a miscommunication on the specifics, to which, I will take responsibility. I told him to send it back to GEC and we would see what they thought; but it would probably end up in a refund. Also, told him I would cover the shipping back to them. What I didn't tell him is that I would be contacting GEC to tell them it was on its way (which I didn't get done fast enough). Because the way GEC and I work together is that to avoid a customer shipping back to me and then me shipping back to them; if it sounds like a possible warranty issue shipping is just done directly. And if GEC does not think it is a warranty issue and the customer does not want it back, I issue a refund directly. I was not expecting GEC to be contacted for their opinion, because honestly, it doesn't matter if the customer has an issue between him and satisfaction.

Keep the knife and use it, we'll call it free. If the crack drives you insane, give it away and collect a penny ;)
 
knifeswapper said:
I have not found snakewood to be any worse with cracks than any other wood; so I guess the factory has done a good job on the vast majority of them. This was just an open crack that probably should have been noticed when cleaning at the factory, but the QC didn't catch it because these are nearly invisible when clean, especially when not on the face. But I didn't see it and the OP didn't see it originally. I guess a change in environment could have caused it but I don't think so.

There was a miscommunication on the specifics, to which, I will take responsibility. I told him to send it back to GEC and we would see what they thought; but it would probably end up in a refund. Also, told him I would cover the shipping back to them. What I didn't tell him is that I would be contacting GEC to tell them it was on its way (which I didn't get done fast enough). Because the way GEC and I work together is that to avoid a customer shipping back to me and then me shipping back to them; if it sounds like a possible warranty issue shipping is just done directly. And if GEC does not think it is a warranty issue and the customer does not want it back, I issue a refund directly. I was not expecting GEC to be contacted for their opinion, because honestly, it doesn't matter if the customer has an issue between him and satisfaction.

Keep the knife and use it, we'll call it free. If the crack drives you insane, give it away and collect a penny ;)
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Customer service at it's best. I have not yet purchased a knife from you, new to traditionals, but I have been on your site a lot lately. Your response has won me over as a customer and I will be buying from you very soon. I have to have a Pemberton in Ebony. :)
 
I'm gonna go ahead and say that I've bought a dozen or so knives from Mike and his customer service is second to none...thank you Mike for taking the time to explain how things go from your end and helping give some clarity on these situations.
 
knifeswapper said:
I have not found snakewood to be any worse with cracks than any other wood; so I guess the factory has done a good job on the vast majority of them. This was just an open crack that probably should have been noticed when cleaning at the factory, but the QC didn't catch it because these are nearly invisible when clean, especially when not on the face. But I didn't see it and the OP didn't see it originally. I guess a change in environment could have caused it but I don't think so.

There was a miscommunication on the specifics, to which, I will take responsibility. I told him to send it back to GEC and we would see what they thought; but it would probably end up in a refund. Also, told him I would cover the shipping back to them. What I didn't tell him is that I would be contacting GEC to tell them it was on its way (which I didn't get done fast enough). Because the way GEC and I work together is that to avoid a customer shipping back to me and then me shipping back to them; if it sounds like a possible warranty issue shipping is just done directly. And if GEC does not think it is a warranty issue and the customer does not want it back, I issue a refund directly. I was not expecting GEC to be contacted for their opinion, because honestly, it doesn't matter if the customer has an issue between him and satisfaction.

Keep the knife and use it, we'll call it free. If the crack drives you insane, give it away and collect a penny ;)
Click to expand...

And that right there is the type of customer service that brings folks back. So far all my new GECs have come from either you or Bob.
 
I just received the e-mail telling me of the refund. Boy am I glad I never bad mouthed the seller--
I am floored beyond belief. Never did I expect anything like this.
So glad I ordered more knives from the seller--
He has a customer for life.
You are a very, very good man, Knifeswapper.
I can't thank you enough for this level of customer service. I'd never expect it. So amazed I got it...
 
confucius37 said:
I'm gonna go ahead and say that I've bought a dozen or so knives from Mike and his customer service is second to none...thank you Mike for taking the time to explain how things go from your end and helping give some clarity on these situations.
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Ive purchased 2 now from Mike and I love his service and his site!

Correction, I have purchased 3 off his site! :D
 
bwperdue said:
Like Mike said, "Nothing worse than getting mad every time you go to rub a knife..."
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not to hijack the thread but do you pull your knives out during the day just to fiddle with them with nothing to cut? Tell me Im not alone?
 
Call me old fashioned but goodwill still goes a long way.Mike has been forthright and honourable.
 
knifeswapper said:
I have not found snakewood to be any worse with cracks than any other wood; so I guess the factory has done a good job on the vast majority of them. This was just an open crack that probably should have been noticed when cleaning at the factory, but the QC didn't catch it because these are nearly invisible when clean, especially when not on the face. But I didn't see it and the OP didn't see it originally. I guess a change in environment could have caused it but I don't think so.

There was a miscommunication on the specifics, to which, I will take responsibility. I told him to send it back to GEC and we would see what they thought; but it would probably end up in a refund. Also, told him I would cover the shipping back to them. What I didn't tell him is that I would be contacting GEC to tell them it was on its way (which I didn't get done fast enough). Because the way GEC and I work together is that to avoid a customer shipping back to me and then me shipping back to them; if it sounds like a possible warranty issue shipping is just done directly. And if GEC does not think it is a warranty issue and the customer does not want it back, I issue a refund directly. I was not expecting GEC to be contacted for their opinion, because honestly, it doesn't matter if the customer has an issue between him and satisfaction.

Keep the knife and use it, we'll call it free. If the crack drives you insane, give it away and collect a penny ;)
Click to expand...

Wow. Good deal. That's great customer service.
 
akadave2 said:
not to hijack the thread but do you pull your knives out during the day just to fiddle with them with nothing to cut? Tell me Im not alone?
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You are not alone, Dave. In addition to being a tool, some knifeknuts use their knives as a "worry stone", some view them as pieces of "pocket jewelry", and since I'm apparently into metaphors, I believe there's a "security blanket" aspect to them as well. So, there ya go! ;)
 
Plus, I like to keep my knife of the day sitting on my desk to have something nice to look at instead of cube walls.
 
coyote711 said:
You are not alone, Dave. In addition to being a tool, some knifeknuts use their knives as a "worry stone", some view them as pieces of "pocket jewelry", and since I'm apparently into metaphors, I believe there's a "security blanket" aspect to them as well. So, there ya go! ;)
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^ Guilty on all charges :)

-+ 10 on all positive feedback for Mike. I've bought several knives from him and service, including 1 return (nothing wrong with the knife other than being too pretty to use) has always been first rate :thumbup:

~jim
 
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