customer service hypocrisy

[wnease]

So, I was reading some comments on failed knives and noticed that makers usually will warranty items almost regardless of use. I'm pretty much the same way as a maker, but as a consumer I'm completely different. As a consumer I will rarely return an item that fails. I simply add it to my list of "crap" or "limited performance". This means that the maker doesn't even have a chance to make the situation satisfactory! I will not bad-mouth the maker unless I have actually tried to get some satifactory customer service and failed... but I can't afford equipment failure. It's not about replacement value, it's about lost time, aggravation, etc.

Now, I live in the bush, work in the bush, use only a cell phone and have no mail service. If something fails on me it goes into the projects or scrap bin. I can't be snowshowing and driving all over trying to get satisfaction. So that's my excuse for my hypocrisy.

Any thoughts on this? How can we as makers crack the tough-nut of customers who are like I am?

 

[hoopster]

I'll get an item replaced if it fails under warranty one time but will not purchase the same item again. If it fails the second time I don't waste my time with the item anymore.

 

[wnease]

ah so your maker loses you as a customer either way!

what would it take for you to purchase again from the same seller?

 

[bob levine]

I have always stood behind my work for all but abuse and stupidity. If you use a knife as a screwdrive, its your problem.