companies with horrible management and great owners...

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What provoked a representative to go completely ape shlt on me? He told me the tip of the knife breaking was "ignorant man user error" and that microtech will not be held liable. I told him that was a very offensive comment and he flipped out! I'm talking 5 point restraint... Mental hospital break down flip out. If it was somebody else getting talked to like that, I would've been laughing. Actually I was until I realized that I was a customer then I got pissed.

See what a difference a single detail can make? It can make or break a thread here.
 
Just try to work through a large insurance claim and I'm sure all this will seem very insignificant.
 
Hey Blade Forums.


My name is Hank Greenberg, and I don't post here much due to time restrictions of work and family. I currently manage the Marfione Custom shop along with many other rolls for the company even sweeping the floors ;)

No one at Microtech asked me to make this response, but I feel it fair to address this.

Please keep in mind there are 3 sides to every story, Both opposing sides, and the truth somewhere in the middle. For those of you that know me , Know I'm not perfect but I have always been straight with everyone.


I spoke to Alchemy ( David Drake ) via email last night at 11:30PM EST.

Mark at Microtech did indeed loose his temper on the phone talking to Alchemy ( David Drake ). Mark did indeed get suspended for 3 days and sent David a apology email. As far as people calling up and speaking to Mark Stilts at the factory I find that a bit hard to believe when I spoke to the office Supervisor Sandy who clear as day told me he was suspended. What saddens me about all of this is that you ( David Drake ) neglected to tell me via emails or anyone else here that you swearing / cursing to Sandy on the phone when you demanding a new knife and Sandy told you she needed to talk to her supervisors. I have worked with Sandy for 3 years and I find this hard to believe that she would lie to me. You can say what you will about how you where treated, and I'm sorry things have escalated.....but here is a fine example of 3 sides to every story.

So here is where we are at....... You where disrespected on the phone after having a heated argument with a Microtech employee, you received a sincere direct apology within a timely fashion, You where sent a call tag as a apology for the way you where spoken too for your crosshair that you used and broke your tip while stabbing it into a log, The box shows up with no knife and we have a UPS claims representative showing up to inspect the box . So..... It seems we are under way to getting this resolved.

I have one important question....... Did you tell Sandy That you are a Registered Knife informer that works with a top knife seller ? Because that is what she told me that you said. Just looking to get facts straight.



To everyone else.....Microtech Knives is working on efficiently returning repairs within a timely manner. Anthony Marfione really does care, and wants to see everyone that owns a Microtech Knife proud to have one and to feel the company will back up our Tier 1 products. Hiccups will always occur.....but I have no doubt people are going to be happier for the second half of 2015 moving forward.
 
1. Unhappy customers have been known to be rude. I've listened to recordings.
2. Amazed that the OP's claims are being believed? When poor customer service is reported for years, there is some chance that the customers are receiving poor service.
3. "are going to be happier" One can only hope.
4. When is a representative of Microtech going to post? You say that you are not.
 
1. Unhappy customers have been known to be rude. I've listened to recordings.
2. Amazed that the OP's claims are being believed? When poor customer service is reported for years, there is some chance that the customers are receiving poor service.
3. "are going to be happier" One can only hope.
4. When is a representative of Microtech going to post? You say that you are not.




1. Yea I hear ya

2. Thomas your right...... But Microtech has done more good then bad, and everyday we work on Repairs.

3. Proof will be in the pudding right ?

4. I am a representative a Microtech even though I work for Marfione Customs. What I am saying is that no one has forced or asked me to respond to this thread. I felt it was fair to speak up and say what I know is going on in the Microtech side.

I could have just let this thread die like it would in time, but.....wanted to be a bit more proactive.
 
My experience is that telling a customer who has received poor service that he/she is the exception does little to placate that customer. They may represent the 1% but they are 100% unhappy.

In customer relations, perception is reality.
 
I don't think it was appropriate to disclose my personal information here. My username was attiquate to address me here. And no... I don't work for any knife manufacture. I do some reviews when i have the time. First... I came here to get contact information for Tony and/or his son so that I could address issues that i had with microtech management. That obviously didn't work. Had I spoken with Mr. green before coming to this forum, I would've never created this post.

2nd. I have every right to be upset

3rd. Stay off the forums and do a better job with managing your company.

4th. I sure hope, you and your fellow coworkers stop taking this personally and handle this properly.

5th. Have a nice day :)
 
My experience is that telling a customer who has received poor service that he/she is the exception does little to placate that customer. They may represent the 1% but they are 100% unhappy.

In customer relations, perception is reality.


I guess when it comes down to it, your right about Perception is reality.

But what I am saying is that things are going to get better. We recently had a big meeting in the shop about expediting repairs. We will move forward and continue to strengthen our weakness.


With that being said, I don't want any of my words to be misread in a nasty tone as they are not written that way.
 
Why don't rma's get sent straight to the "South" factory in north carolina instead of your corporate office in PA? That's time consuming and the management misinforms on status updates. I was told last week that my RMA was in north carolina. Unorganized... Definitely needs improvement
 
I don't think it was appropriate to disclose my personal information here. My username was attiquate to address me here. And no... I don't work for any knife manufacture. I do some reviews when i have the time. First... I came here to get contact information for Tony and/or his son so that I could address issues that i had with microtech management. That obviously didn't work. Had I spoken with Mr. green before coming to this forum, I would've never created this post.

2nd. I have every right to be upset

3rd. Stay off the forums and do a better job with managing your company.

4th. I sure hope, you and your fellow coworkers stop taking this personally and handle this properly.

5th. Have a nice day :)




Mr. Drake, I felt it fair to mention your name as you mentioned Mark Stilts name, just to keep the stories straight. What was the point of emailing me and messaging Tony Marfione after the fact you started this thread ?


2nd . Yes you do have every right to be upset

3rd. ummmm WOW

4th. I have no reason to take any of this personally, and Mark doesn't take anything personally either.

5th. Thanks! you too!! :)
 
Mr. Drake, I felt it fair to mention your name as you mentioned Mark Stilts name, just to keep the stories straight. What was the point of emailing me and messaging Tony Marfione after the fact you started this thread ?


2nd . Yes you do have every right to be upset

3rd. ummmm WOW

4th. I have no reason to take any of this personally, and Mark doesn't take anything personally either.

5th. Thanks! you too!! :)

Again... All correspondence was done before I spoke to you via email last night. Had I spoken to you first, I wouldn't have came here or Facebook. I have recorded call correspondence with Sandy claiming that tony is aware if my situation and informed her to not provide his contact information. That to me was cocky and non productive.
 
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Starting to get an idea of who the hothead here may be.

Nope. Being told that he was going to be in conference meetings all day and that he would get back to me on Friday, but... He has time to call somebody out and make multiple post on a public forum. Also, no email reply today but he has time to come here for good P.R. he, like other staff members with microtech are proud to death to work for tony and takes things personally. Why I highly doubt this will end well in my favor.
 
Nope. Being told that he was going to be in conference meetings all day and that he would get back to me on Friday, but... He has time to call somebody out and make multiple post on a public forum. Also, no email reply today but he has time to come here for good P.R. he, like other staff members with microtech are proud to death to work for tony and takes things personally. Why I highly doubt this will end well in my favor.

So its wrong for him to come here, but its ok for you to come here and do the same thing?

Seems to be Mr Greenberg came here, in "public", acknowledged the mistakes that were made on his end, and was working towards resolving things.

Seems like a stand up guy.

If you don't like him doing that here, you shouldn't have done it here either.
 
So its wrong for him to come here, but its ok for you to come here and do the same thing?

Seems to be Mr Greenberg came here, in "public", acknowledged the mistakes that were made on his end, and was working towards resolving things.

Seems like a stand up guy.

If you don't like him doing that here, you shouldn't have done it here either.

I guess my last statement went right over your head. He has time to do a little PR here on a public forum vs emailing me back or questioning me personally. He has every right to come here, I just think it was ill advised about correspondence when you say your going to be in conference meetings all day. See where I'm going here?
 
Mr. Drake


Sandy will be your contact to continue on with your UPS issue.

Yes you are 100% correct about me coming here for PR. I am not denying it. Can I fight all of Microtech's battles...no and nor should I as we make mistakes. But.....what prompted me to post is the fact that I am being told you where no gentlemen yourself. Here's the deal......... Microtech Knives will not be able to please everyone, but ......we don't go out of our way to screw people either or purposely make people resent us. We constantly have meetings about adding value into our knives and not taking shortcuts for profits.

Our Repair department will get better and thats a fact.


Oh and before I forget...............Yea..... I was in meetings and will be in others. I am allowed to bring my computer and iPhone with me ;)


Regarding Tony's contact info, you have it..... you contacted him on Facebook. He has different tiers of management in place to handle different issues, and he will not be handling this personally. Sandy the office manager will gladly work with you. Right now our hands are tied until UPS inspects the package.

With that being said, I will gladly respond to any of your emails, feel free to share them with anyone you like as I have nothing to hide.
 
Whoever the mod is governing this subforum... You can delete this thread. I know where this is going to go. I can say a whole lot that will piss a great many off but I will be the adult here. I respectfully ask to delete this thread. Thank you.

I just got off the phone with the shipping carrier. Lies and more lies. Time to delete this thread.
 
Whoever the mod is governing this subforum... You can delete this thread. I know where this is going to go. I can say a whole lot that will piss a great many off but I will be the adult here. I respectfully ask to delete this thread. Thank you.

I just got off the phone with the shipping carrier. Lies and more lies. Time to delete this thread.

Now I know who the hothead is. Wow.
 
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