Customer Service - Defense Knife and Tool

dave_last · Feb 8, 2008

teacher said:
Thank you sir..... I'd recommend your company to anyone........ :thumbup:

And Sir, I would recommend you to anyone... (unless of course it was production knives you were buying... in which case I'd have to admit that there, I'd be very sorely tempted to try and keep you all for myself

)

levs18 · Mar 4, 2008

Hey Dave,

Did you get my last email about the Persian? Thanks. -Lev

dave_last · Mar 4, 2008

levs18 said:
Hey Dave,

Did you get my last email about the Persian? Thanks. -Lev

Lev,
Been catching up on a backlog of issues. I found your email. I am now showing 03/17 on your Persian. With Emerson there is never a firm date - basically you get them when you get them. They did say they would try to ship more promptly this year we'll see.

Thanks,

Parker · Mar 11, 2008

Dave, I just want to add that I've recently been very impressed with the customer service as shown by DKT as well.

dave_last · Mar 12, 2008

Parker said:
Dave, I just want to add that I've recently been very impressed with the customer service as shown by DKT as well.

Hi Parker,
Your tracking information shows that your knives were delivered yesterday. Although you didn't say so in so many words, reading between the lines and from the timing of your post it sounds like you got your knives and are happy with them.

Reason I am asking is that I'd like to give you iTrader feedback and just want to confirm your satisfaction first.

Thanks,

Parker · Mar 12, 2008

dave_last said:
Hi Parker,
Your tracking information shows that your knives were delivered yesterday. Although you didn't say so in so many words, reading between the lines and from the timing of your post it sounds like you got your knives and are happy with them.

Reason I am asking is that I'd like to give you iTrader feedback and just want to confirm your satisfaction first.

Thanks,

Dave, I really like the Delica - it's a natural improvement on the prior generations.

I sent you PM/ email about the enduras, though. I've spent too much time carrying a Sebenza about I'm afraid and the Enduras are just not me. They would have been ideal I think about four years back, but now I am pretty much a framelock kind of guy when we look at a blade over three inches.

I do mean it, though, the comms I've had from you to date as related to this transaction have been stellar and I really appreciate the call Thurs before last.

I look forward to hearing from you and I'll have to find something else on your site sometime in the near future.

Parker

dave_last · Mar 13, 2008

Parker said:
I sent you PM/ email about the enduras, though. I've spent too much time carrying a Sebenza about I'm afraid and the Enduras are just not me. They would have been ideal I think about four years back, but now I am pretty much a framelock kind of guy when we look at a blade over three inches.

Parker,
I am emailing you instructions.

Parker · Mar 13, 2008

OKay, thanks Dave, I appreciate it.

Parker · Mar 14, 2008

dave_last said:
Parker,
I am emailing you instructions.

Dave, could you pls re-send those instructions, either they got eaten in the mail system or the spamblocker - haven't seen them yet. Pls email them parkerwentzel@yahoo.com and PM them here as well.

Also, pls include a phone number for DKT with the instructions. I'd like to get this handled ASAP since I have a lot on the plate at the moment.

All the best,

Parker

kindred_spirits · Mar 15, 2008

Hi Dave,

Wondering if you have any RAT Cutlery RC-4, Linen Micata Handle, Plain Edge in stock.

Parker · Mar 16, 2008

Dave, I realize that there's an excellent chance you have not been in the office either Sat or Sun this week, but I did ask for return instructions via this thread, email and PM on Mar 12 2008. This was this past Wednesday.

Since that time you have been online multiple times and at BFC, so I merely ask at this time when my RNA will be processed and delivered to me. if I do not have this information on Mon, I will have to re-evaluate my options and begin a query with paypal. I've followed the process for requesting a return thru your site and have seen nothing come thru yet.

Please advise what the problem is and when I will have my RNA.

I also would like a phone number so that we can discuss this in real-time and resolve this in a matter of minutes rather than days heading towards a week. This is a relatively simple matter and I would prefer to see it remain simple.

dave_last · Mar 16, 2008

Parker said:
Dave, I realize that there's an excellent chance you have not been in the office either Sat or Sun this week...

Parker,
I apologize for the delay. You are 100% correct. I was not in the office at all yesterday/today and am catching up now. Will have an RMA and full instructions for you tomorrow. You can call me anytime free of charge by clicking on the Call Me (that is it will call you) button here: www.defenseknife.com/info.html and entering your phone number.

dave_last · Mar 16, 2008

kindred_spirits said:
Hi Dave,

Wondering if you have any RAT Cutlery RC-4, Linen Micata Handle, Plain Edge in stock.

Yes, I am currently showing 4 in stock:

http://www.defenseknife.com/rc-4p.html

Parker · Mar 17, 2008

dave_last said:
Parker,
I apologize for the delay. You are 100% correct. I was not in the office at all yesterday/today and am catching up now. Will have an RMA and full instructions for you tomorrow. You can call me anytime free of charge by clicking on the Call Me (that is it will call you) button here: www.defenseknife.com/info.html and entering your phone number.

Thank you Dave. I look forward to the RNA and will contact you later today.

dave_last · Mar 17, 2008

Parker said:
Thank you Dave. I look forward to the RNA and will contact you later today.

Parker,
PM and email sent with full instructions.

Thanks,

Parker · Mar 17, 2008

Dave, thanks, I appreciate the assistance. As said in email, I really wish this knife and I gelled. Then again, someone else will get a really nice couple enduras and love them.

Parker

dave_last · Mar 17, 2008

Parker said:
Dave, thanks, I appreciate the assistance. As said in email, I really wish this knife and I gelled. Then again, someone else will get a really nice couple enduras and love them.

Parker

Don't worry Parker, it's true that I did all that I could to get these for you, but ultimately the customer has to be happy and that is the single most important goal.

Having said that, if you keep on coming back to us then we'll sure be happy too...

Thanks,

Parker · Mar 28, 2008

Dave, thanks for the help on getting these back in the house - they arrived via DHL to your Returns address in Poway CA, pls advise when I'll see the paypal credit for the three knives.

Parker · Mar 29, 2008

David, please indicate when my refund will be in my paypal acct. These items were returned to you via DHL at the address you specified on 3/21/08

They were shipped via DHL, tracking no. 34986529583.

Pls indicate if you have not received them and we can go forward from this point. At this juncture I am entirely annoyed with Defense-Tek, Defense Knife and Tool as well as any other header you are doing business with. You still have yet to provide me with a real phone number to contact you and I am genuinely sorry that I ever responded to your advertisement in the first place.

I do not want your I-trader points, I want my refund for the pair of Enduras and the Delica. You have been online since the prior message was sent and again ignored it. Since you want transparency, you now have it. I simply want my refund.

Is there anything else I need to do short of opening a paypal dispute with you regarding this?

I do not care what the problem is on your end, I simply want my refund. This will shortly be copied at GBU and I will make a point of refreshing it daily.

You claim you went out of your way to make a sale? No, you went out of your way to act as a merchant should - you offered at a price, you delivered. That's all well and good.

The product did not meet my requirements or expectations, this is what your restocking fee is for.

However, given that you have not refunded the purchase price minus the restocking fee, I am not entirely inclined to care about whatever you have done "for me" to this point. You have had the merchandise for a week so DHL tells me, and you have also had my funds in your acct.

What conclusion would you like me to reach regarding this matter?

dave_last · Mar 30, 2008

Parker said:
David, please indicate when my refund will be in my paypal acct. These items were returned to you via DHL at the address you specified on 3/21/08

They were shipped via DHL, tracking no. 34986529583.

Parker,
Your return was passed to my desk late Friday after my latest post on BF. I have now refunded the amount to your PayPal account.

Parker said:
You still have yet to provide me with a real phone number to contact you

Our phone number 732-719-4795 is very clearly posted on our website and for your convenience I pointed you above to our about us page where in addition to our phone number there is a feature that allows you to be connected free of charge to that same number.

Parker said:
You have been online since the prior message was sent and again ignored it.

I understand your impatience so let me clarify. When our shipping department get a return, it must first be inspected to see that it is still in new condition and then as appropriate (faulty merchandise, unwanted etc.) it is referred to our returns department for processing. This process can take up to a week.

Parker, I do want transparency and appreciate the fact that you want answers. I am not and was not ignoring you at all, I just did not yet have a complete answer for you. But that said, your point is well taken and I am going to make a definite point of acknowledging posts even when I don't have an answer. That's what feedback is all about and we appreciate it.

Thanks,