- Joined
- Oct 4, 1998
- Messages
- 1,597
Friends and customers,
Last fall, we introduced some internal changes @ CAMILLUS with regards to the organization of our customer service department procedures. We believed that what we were changing would help speed up customer service response with regard to warranty issues. We have always strived to have a good customer satisfaction reputation, and we were trying to update the department to take further advantage of the "wired world". In a way, that was part of the problem....our new website has brought more people than ever "intouch" with CAMILLUS.
Well, as is said of the best laid plans of mice and men, thing have gotten worse, not better. Systems we put in place, while done with the best intentions, have caused more troubles than they have fixed. As you may have read here on the CAMILLUS FORUM, there have been some instances of warranty work being delayed beyond acceptance, while others have breezed right through.
Meetings this past week, involving upper management of CAMILLUS, have brought forward the commitment for a top to bottom re-examination of the processes that we handle customer service and warranty work. The goal will be that all warranty work will be turned around within a week[5 business days] of it arriving @ CAMILLUS, or the customer will be contacted to explain why, and when to expect their knife back. We also are committed to answering customer inquiries within 3 business days.
Keep in mind folks, CAMILLUS makes more knives in a day than several of the knife "companies" listed here on Bladeforums make in a year. This is not intended as a slight to our friends at smaller, newer knife companies, but when you make not hundreds, not thousands, but hundreds of thousands of knives a year, you are going to have some returns. With our new website, more and more people have been able to contact us directly and quickly asking for informantion or help with a problem with one of their/our knives. We are committed to giving our customers first class customer service to back up the first class knives they expect[and deserve] from us.
We intend to contact everyone that has knives in for warranty work currently,where possible, immediately. You won't believe how many people send knives in with NO contact info
. We will then get out all the knives we have in house as fast as possible. I will not make a committment on that time frame for 2 reasons.....first, I don't know the condition of every knife we have in for warranty work now, and second almost everyone @ CAMILLUS in the sales and customer service dept is leaving for Orlando next week for the SHOTSHOW. We will get as much processed before we leave[most are leaving Wensday], and get the rest out ASAP upon our return. We plan on the 1 week turnaround to be inplace on all new returns coming in to the plant from here on out.
The best 2 ways for customers to contact us regarding customer service and warranty work is through....our toll free number 800-344-0456, and through our email account customerservice@camillusknives.com
Please when you send knives in for repair, be sure to include mailing address, phone numbers[day and night if possible], and an email address. This will help us contact you to expidite your warranty issues.
We want our customers to REMAIN happy customers.....please forgive our recent delays.
And keep an eye out for some more Kewl new knives being introduced @ SHOTSHOW.
Last fall, we introduced some internal changes @ CAMILLUS with regards to the organization of our customer service department procedures. We believed that what we were changing would help speed up customer service response with regard to warranty issues. We have always strived to have a good customer satisfaction reputation, and we were trying to update the department to take further advantage of the "wired world". In a way, that was part of the problem....our new website has brought more people than ever "intouch" with CAMILLUS.
Well, as is said of the best laid plans of mice and men, thing have gotten worse, not better. Systems we put in place, while done with the best intentions, have caused more troubles than they have fixed. As you may have read here on the CAMILLUS FORUM, there have been some instances of warranty work being delayed beyond acceptance, while others have breezed right through.

Meetings this past week, involving upper management of CAMILLUS, have brought forward the commitment for a top to bottom re-examination of the processes that we handle customer service and warranty work. The goal will be that all warranty work will be turned around within a week[5 business days] of it arriving @ CAMILLUS, or the customer will be contacted to explain why, and when to expect their knife back. We also are committed to answering customer inquiries within 3 business days.
Keep in mind folks, CAMILLUS makes more knives in a day than several of the knife "companies" listed here on Bladeforums make in a year. This is not intended as a slight to our friends at smaller, newer knife companies, but when you make not hundreds, not thousands, but hundreds of thousands of knives a year, you are going to have some returns. With our new website, more and more people have been able to contact us directly and quickly asking for informantion or help with a problem with one of their/our knives. We are committed to giving our customers first class customer service to back up the first class knives they expect[and deserve] from us.
We intend to contact everyone that has knives in for warranty work currently,where possible, immediately. You won't believe how many people send knives in with NO contact info

The best 2 ways for customers to contact us regarding customer service and warranty work is through....our toll free number 800-344-0456, and through our email account customerservice@camillusknives.com
Please when you send knives in for repair, be sure to include mailing address, phone numbers[day and night if possible], and an email address. This will help us contact you to expidite your warranty issues.
We want our customers to REMAIN happy customers.....please forgive our recent delays.
And keep an eye out for some more Kewl new knives being introduced @ SHOTSHOW.