CRK Customer Service. Am I off base?

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Bear with my purposeful run-on... So, company X screws the pooch, makes a big mistake that the customer self-corrects and limits the problem to be one dimensional instead of a huge cluster, is told his property is being held until they get their mistake back, is told a concession in shipping will be made to get him his property back quicker, communications are dropped, dropped again, customer has to constantly babysit the process, then the concession is ignored and property shipped back via the cheapest rate possible. I'm sorry, but that reflects horribly on company X, on so many levels.

So, entitlement aside, because I agree it's a problem, but what's a fair concession to the customer here? A T-shirt? Pass, I'd rather have a sincere apology and an assurance that things are being looked at to avoid similar mistakes in the future. Not given. Forgive and forget? Fine, we all make mistakes, but dropping the ball this hard, this repeatedly, and with little interest by the company is generally foreshadowing. And remember, entitlement cuts both ways, as there are plenty of companies that treat their customers as if they should be gracious to own their products, not the other way around.
 
I highly doubt they would take a cash equivalent as deposit for the Classic MM( if they could even figure out what the cash equivalent for it was-they make knives not don't buy and sell in the secondary market) no matter who was there. That is just too out of there norm and could only cause them more problems. It is too bad you had problems , but they were going to work them out in a normal manner. I would also guess that the CS people would also like to have the Classic MM in hand when they explained this to Anne.
 
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Thomason said:
Nonsense.
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mlamb said:
Entitlement Age
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Haha...foggies spotted. Too bad I'm more than a couple gens too old for that label.;)

Either way, it's not unreasonable. A tshirt costs them maybe $7 and shipping certainly doesn't cost them $17.50. Worst case scenario with just those two factors costs them $30 if the tshirts aren't the cheapest ones they can buy. The sheath is $25 and maybe it'd cost them $35 after refunding shipping. Compare that to the costs of replacing someone's long discontinued knife, muchless the time spent tracking it down and you have yourself a deal if the mistake costs the company $50 in material and labor costs at the very most. Not only that, but you build goodwill with a customer. If they give a $25-50 giftcard redeemable only to the OP, then the customer is extended goodwill along with locking that customer in for a future purchase(aka more profit since there isn't really much offered below $350) and if the card isn't used, then there's even less money lost than sending a tshirt or sheath.

I'm sure this is a rare occurrence and it's about turning a win/lose situation into a win/win because right now, the OP feels like he's losing which is plainly seen by the creation of this thread and bad for CRK. The OP doesn't sound like someone that can't be made happy and whatever my suggestions cost would be more than made up for if this thread was about CRK going way beyond what would make the OP financially and materially whole. But in my mind, this is customer service 101 and I'm sure that they're well aware of it hence them willing to do more than refund shipping and the tshirt.

I originally had a much longer first post about the importance of communication and how it's completely blotched by companies a vast majority of the time. You can call me entitled/a millenial if you want, but that doesn't change the fact that the OP was compelled to make this thread and still feels like he got a raw deal.

HalJordan, you'd think that a "small" company like CRK would be able to handle communication for your "simple" issues between Alycia, Anne, and Angela, but working in a small company myself, it isn't always that easy and it depends on the culture of the company in regards to how much liberty someone in Alycia's position can take in solving an issue by giving away stuff. From the sounds of it, either Anne runs and extremely tight ship or Alycia isn't quite at the place where she can just give away things without the higher ups giving the green light. Considering the Blade Show happening, there are bound to be delays during this time of year. This means that spa time/repair delays longer than their standard estimates need to be communicated to customers. After all this, I'm sure they'll be again asking you how they can make this right...at least, that's the impression that I get from fans of CRK.
 
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MallNinja said:
Haha...foggies spotted. Too bad I'm more than a couple gens too old for that label.;)

Either way, it's not unreasonable. A tshirt costs them maybe $7 and shipping certainly doesn't cost them $17.50. Worst case scenario with just those two factors costs them $30 if the tshirts aren't the cheapest ones they can buy. The sheath is $25 and maybe it'd cost them $35 after refunding shipping. Compare that to the costs of replacing someone's long discontinued knife, muchless the time spent tracking it down and you have yourself a deal if the mistake costs the company $50 in material and labor costs at the very most. Not only that, but you build goodwill with a customer. If they give a $25-50 giftcard redeemable only to the OP, then the customer is extended goodwill along with locking that customer in for a future purchase(aka more profit since there isn't really much offered below $350) and if the card isn't used, then there's even less money lost than sending a tshirt or sheath.

I'm sure this is a rare occurrence and it's about turning a win/lose situation into a win/win because right now, the OP feels like he's losing which is plainly seen by the creation of this thread and bad for CRK. The OP doesn't sound like someone that can't be made happy and whatever my suggestions cost would be more than made up for if this thread was about CRK going way beyond what would make the OP financially and materially whole. But in my mind, this is customer service 101 and I'm sure that they're well aware of it hence them willing to do more than refund shipping and the tshirt.

I originally had a much longer first post about the importance of communication and how it's completely blotched by companies a vast majority of the time. You can call me entitled/a millenial if you want, but that doesn't change the fact that the OP was compelled to make this thread and still feels like he got a raw deal.

HalJordan, you'd think that a "small" company like CRK would be able to handle communication for your "simple" issues between Alycia, Anne, and Angela, but working in a small company myself, it isn't always that easy and it depends on the culture of the company in regards to how much liberty someone in Alycia's position can take in solving an issue by giving away stuff. From the sounds of it, either Anne runs and extremely tight ship or Alycia isn't quite at the place where she can just give away things without the higher ups giving the green light. Considering the Blade Show happening, there are bound to be delays during this time of year. This means that spa time/repair delays longer than their standard estimates need to be communicated to customers. After all this, I'm sure they'll be again asking you how they can make this right...at least, that's the impression that I get from fans of CRK.
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I didn't really realize BLADE would interfere with my service 10 weeks ago and I also didn't realize the company basically closes up for it. Had their first email said something like "We received your knife for service and normal turn around time is 4-8 weeks but with BLADE Show coming up it may take longer" I think I would be much more understanding. I understand that logistically a small company could be more difficult to work in though. I also understand they are going through big changes there, Alycia will be in charge of repairs now so hopefully I'm the only one that has a problem, hopefully lessons are learned and they work smarter moving forward.
 
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HalJordon said:
I didn't really realize BLADE would interfere with my service 10 weeks ago and I also didn't realize the company basically closes up for it. Had their first email said something like "We received your knife for service and normal turn around time is 4-8 weeks but with BLADE Show coming up it may take longer" I think I would be much more understanding. I understand that logistically a small company could be more difficult to work in though. I also understand they are going through big changes there, Alycia will be in charge of repairs now so hopefully I'm the only one that has a problem, hopefully lessons are learned and they work smarter moving forward.
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Blade is always a hectic time at all the knife makers and could effect your time for spa work, but it should not have effected your shipment. Those are the CS regulars now. they just screwed up.
 
I can see where this situation could be frustrating. However, you are dealing with humans and they will make mistakes. You are also dealing with them during the Blade show rush and they are extremely busy, which can possibly lead to a few more mistakes than usual. You just have to remind yourself that it's just a knife and you are getting it back in a day or two along with some freebies. I have dealt with Alycia extensively and I can promise you that she cares about each and every customer. Take a deep breath, it's gonna be alright.
 
pwrdbycotn said:
I can see where this situation could be frustrating. However, you are dealing with humans and they will make mistakes. You are also dealing with them during the Blade show rush and they are extremely busy, which can possibly lead to a few more mistakes than usual. You just have to remind yourself that it's just a knife and you are getting it back in a day or two along with some freebies. I have dealt with Alycia extensively and I can promise you that she cares about each and every customer. Take a deep breath, it's gonna be alright.
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Mistakes are definitely human and inherent during a busy times, I understand mistakes, we all make them. I was understand when I got the wrong knife to start with, what followed is a different story completely. For what it's worth, which is nothing because it's impossible, Angela said she would try to get the shipping speed upgraded. It's already on the road though so I don't see that happening.
 
Don't lose faith, perhaps next time you send them a knife gently remind them of the issues you presented here. They're a good company, they will work to make it right!
A couple of days after you get your knife back this experience will hopefully begin to fade away:)
 
HalJordon said:
Mistakes are definitely human and inherent during a busy times, I understand mistakes, we all make them. I was understand when I got the wrong knife to start with, what followed is a different story completely. For what it's worth, which is nothing because it's impossible, Angela said she would try to get the shipping speed upgraded. It's already on the road though so I don't see that happening.
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I understand your disappointment, and I don't think you're off base for being upset, especially since you've shared your experience so respectfully with all of us here.

The first mistake is disappointing, but an honest mistake, it would seem, in sending the wrong knife. What stands out to me as upsetting is that the overnight shipping was offered multiple times. Had it not been offered, it wouldn't be an issue, but since it was, multiple times it sounds like, I absolutely see room for discontent.

I hope you receive your knife back soon and that all is well with it.
 
I have a question..

Rather than coming on the internet with this unfortunate story, do you think it may have been a good idea to wait until someone of some authority came back from BLADE to discuss this situation?
Really, it does sound like everyone with any authority was out of town..Do you know when things run the smoothest? When everyone is around, but nobody is really needed to make decisions. Consequently, when the decisionmakers are absent, the world falls apart.

I don't think anyone lied to you at all- The most likely scenario is that they were up to their eyes in work, which by the way, gets deeper when there are fewer people to help out. Tip; Don't throw a drowning man a bucket of water.
 
How about: You messed up, I've got someone elses vintage CRK Classic... You want it back?, send me mine asap!
 
OP- what makes you think that "nobody seems to care"?

Also why do you think they would "lie" to you?

Do you believe that Chris Reeve Knives has a company policy of lying to their customers?

I have been a dealer of their products for almost 20 years and I have never experienced any of this behavior - no natter who was on duty there.

Finally what are you so proud of yourself for doing the right thing and informing them that they sent you the wrong knife which you believed to be worth more money than yours?

Neil Ostroff / True North Knives
Hollywood, FL
 
bhyde said:
I have a question..

Rather than coming on the internet with this unfortunate story, do you think it may have been a good idea to wait until someone of some authority came back from BLADE to discuss this situation?
Really, it does sound like everyone with any authority was out of town..Do you know when things run the smoothest? When everyone is around, but nobody is really needed to make decisions. Consequently, when the decisionmakers are absent, the world falls apart.

I don't think anyone lied to you at all- The most likely scenario is that they were up to their eyes in work, which by the way, gets deeper when there are fewer people to help out. Tip; Don't throw a drowning man a bucket of water.
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Beautifully stated.
 
Holy moly. We should all be thankful CRK continues to offer the spa service, for free mostly. What a great offering to their customer base! How many other manufacturers offer this??? Sure it is slow, and a low priority for a business that is kept afloat by selling new knives, but the fact they offer to refurbish your second hand Sebenza, even with a little hassle all around, shows them to truly value their customers, even if you are not the originsl purchaser.

Bravo CRK.......thank you for supporting your product line with such depth and caring!

PS. Try sending your Slysz Bowie to Spyderco for the scales to be retumbled and have a new blade fitted. Really this service CRK offers is precious and should not be defamed based on a little trouble from time to time. Do the math: if they make 100 knives a day, and 5% come back for spa treatment each year, with each passing year there is over 1000 more knives needing spa service.......they have been making these folders almost 30 years, that's 30,000 knives a year coming back........lets go easy on them already!!!! It's a miracle the service is still offered.
 
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kidcongo said:
Holy moly. We should all be thankful CRK continues to offer the spa service, for free mostly. What a great offering to their customer base! How many other manufacturers offer this??? Sure it is slow, and a low priority for a business that is kept afloat by selling new knives, but the fact they offer to refurbish your second hand Sebenza, even with a little hassle all around, shows them to truly value their customers, even if you are not the originsl purchaser.

Bravo CRK.......thank you for supporting your product line with such depth and caring!

PS. Try sending your Slysz Bowie to Spyderco for the scales to be retumbled and have a new blade fitted. Really this service CRK offers is precious and should not be defamed based on a little trouble from time to time. Do the math: if they make 100 knives a day, and 5% come back for spa treatment each year, with each passing year there is over 1000 more knives needing spa service.......they have been making these folders almost 30 years, that's 30,000 knives a year coming back........lets go easy on them already!!!! It's a miracle the service is still offered.
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Doesn't the spa service mean re bead blast the scales and retumble the blade? If so from what I read it's $30.00 to blast the scales and $30.00 more to re tumble the blade.
 
bhyde said:
I have a question..

Rather than coming on the internet with this unfortunate story, do you think it may have been a good idea to wait until someone of some authority came back from BLADE to discuss this situation?
Really, it does sound like everyone with any authority was out of town..Do you know when things run the smoothest? When everyone is around, but nobody is really needed to make decisions. Consequently, when the decisionmakers are absent, the world falls apart.

I don't think anyone lied to you at all- The most likely scenario is that they were up to their eyes in work, which by the way, gets deeper when there are fewer people to help out. Tip; Don't throw a drowning man a bucket of water.
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^^Well said.

I applaud the OP for returning the knife promptly and doing the right thing. But unless I have mis-read the thread this is all about having to wait a few extra days to receive his knife back versus overnight shipping........??

Come now Sir, anyone can make a silly mistake like that during the Blade Show. Your knife will be arriving soon and it will be in pristine condition. Cut them a little slack. (no pun intended);)
 
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