Usually it is better to stay out of these little pissy disagreements, but having just bought a knife from AGR, I had to get my 0.02 in the hat.
I recently bought a folder from him that was finished so well, and tolerances were so close on the scales, liners and backspring that I instantly loved it. But.... after using it a bit, the blade wandered of center and stayed there when closed. Then it moved around a bit towards a liner, and then sometime centered itself. After reading Mr. Russel's comments here in this forum about his commitment to customer satisfaction, I decided to call them up and get their opinion.
Talked to a wonderful lady name Judy after about 15 seconds on hold. I told her what was going on, and she instantly asked me what I wanted to do. Send it back? Get a refund? I was surprised. She told me that in her many years of working for AGR, she had seen a couple of knives that did that, and to her that was unacceptable. So I was in a bind; I didn't think they could send me another example of this folder where the liners/bolsters/backspring looked like one piece with small lines on them. And the white bone was perfection.
Judy reiterated their commitment to customer satisfaction, and told me that AG did indeed keep up with everything going on in the company, and likewise it was his leadership and philosophy (my words, not hers) that set the tone for how customers were treated. I hemmed and hawed a bit more and finally told Judy that I was afraid I would get something
worse(been there, done that) if I sent this one in. She said "That won't be a problem sir. We don't look at every single knife that goes out, but in this case since you have had a problem if you would like, I will go back there myself and get you nice one. Will that work for you?"
Wow... then she told me would put an RMA tag with a shipping label included with the new knife so I wouldn't be out another nickel. Then she apologized for the problem, and assured me again I would get a good knife that would make me happy.
I had the new knife in 3 days.
THREE days.... and the fit and finish on it is perfect. It's this knife here, in white bone with a wharncliffe blade:
http://www.agrussell.com/ag-russell...cliffe-blade-amber-jigged-bone/p/RUS-CJ13AJB/
I have been in business myself, for myself, for almost 30 years. All I ask is that if I goof up or make a mistake, I have the opportunity to make things right. I live by that philosophy personally, too. I am not perfect, nor are my employees or contract crews. So when AGR had an opportunity to make things right and he did, that made me very happy. And his concern for me as a customer put a smile on my face. I was so happy I wrote him a full page letter to return with the knife! I hope it got to him so he could pat Judy on the back for me.
I will gladly be spending more of my hard earned dough with him in the future. Wouldn't think twice about it.
As far as making
everyone happy, it can't be done. Folks that spew their sanctimonious venom around have probably never faced the challenges of running a business, managing inventory, coordinating product promotions, maintaining QC, managing employees, and making all the numbers work. The
assume they could do better, and of course, they are nearly perfect in their own minds of how they handle their day to day responsibilities. Bet almost none have long term customer service experience (say - 25+ years), and even fewer still have ever run
their own company.
I think it is interesting (well, not really...) that the most indignant of the lot of the responders suffered exactly NO loss. Not one dime. Not one penny. And apparently no one else has over the post mistakenly left up, either. I guess it is good to dogpile on a good rant, but I think I would have picked my pile better.
I like AG's response offering to take folks off the mailing list. I thought it was quick, to the point, and sincere. And best of all, it can help cut the company off from other whining rants later on by taking the temptation to work with him out of their hands.
As a general contractor, my responses to whining, or pedantic snottiness is often a mix of metaphors, colorful language, and recommendations to insert certain body parts into areas where one might think they wouldn't fit.
I am glad to have bought from AGR, and was astonished to find out in person that the praise that he receives is well deserved.
Good on 'ya, Mr. Russell.
Robert
