Customer Service Problem

G

gont

Joined
Feb 20, 2003
Messages
14
I just wanted to put this here in the hopes it will help others. I ordered my Steel Heart in February and understand the wait completely. What I dont understand is why 4 emails to two different addresses listed on their web site went unanswered. Due to this I called them and they advised my knife was shipped two weeks ago Friday. Since I had not received it yet I got worried and called today. The lady who answered the phone advised there was a delay and it will be shipped today or tomorrow.

I dont mind waits but I dont like to be given a run around. I believe I deserve the truth and to have my (very polite and professional) emails returned.

This was not written in anger so please dont take it that way.

Thanks, Tim
 
Maybe there was a mixup? I don't think anyone at Busse would lie to you. Try calling again and explain the problem. Emails are'nt the best way to contact them. You got to understand all the emails they get each day. Give em a call and let us know how it turns out :D

Btw- Whatcha get?
 
I've been waiting awhile for an Active Duty. I ordered it via the Busse Website and the order got lost. After several e-mails and a bad shipping address I still haven't received the AD, but I know I'll get it eventually. I guess what I'm saying is that I did everything by the web and e-mail and the Busse folks responded in a timely and professional manner. I'll be happier when I get my AD, but hey all good things in time.
 
Tim,

I have been dealing with these fine folks for over a year now and let me say that their service is outstanding. It is unfortunate that your order has been fumbled as it has, but have no fear they will make it right. These folks get an ungodly amount of email from all over and I must agree that calling them on the phone for ordering, questions or follow up on an order is a much better way of working with them. The action undertaken by our troops in the Middle East has also put extra stress and strain on Jerry and all at Busse Combat. I am sure that your problems will be addressed and the situation will be rectified very soon. If you really have a jones on to beat a Steel Heart, I'll lend you one of mine. :D

I know it is of little consolation but, good things do come to those who wait.
 
I've had an AS with BAT on order since Oct 2002 ... still waiting. Was told it was shipped Dec but later found out it was not. No offence here but I do think that some get a better speed of response than others do. :-(
 
I seem to remember there was quite a back log on the AS. Had something to do with them being coated in batches or something. Someone correct me if I am wrong. I had a pepper shaker on order in April of 2002 and just picked it up at Indy, so don't feel like you are alone. I don't think any one is getting their stuff faster than the rest of us, save the troops shipping out for parts unknown, it just seems like it sometimes.

Of course, it might all be in the way you kiss up to the girls at the shop :D Some DOGS even go so far as to send the ladies flowers and candies trying to expedite their shipments.
 
Originally posted by AWK-H
I've had an AS with BAT on order since Oct 2002 ... still waiting. Was told it was shipped Dec but later found out it was not. No offence here but I do think that some get a better speed of response than others do. :-(
Click to expand...

Uh-oh, we've just lost cabin pressure!:eek:
 
AWK-H,
You are correct, some get faster service, those in the military on active duty. This is entirely as it should be, and several other makers have the same policy. I talked to Jerry about a custom order several weeks ago and he said they were swamped with military orders. I can wait, those overseas, or on their way there, can't.

Be patient guys. At least Busse has not reached the admitted forty-two month wait that Randall has.
 
Never beencharged full price so long before dispatch though. A deposit yes but not full price. I've also never been told that something has been sent and then it hasn't. For $24 to the UK I'd expect tracking of the order.
 
E-mail for a business is hard to communicate through,I would reccomend calling in your orders to anyone anywhere.When I want to get something done in my business I pick up the phone and accomplish wonders,especially when I am nice.Folks at Busse have always been nice to me even calling me at work,and man is that cool gettin a call anounced over my PA at work "Mr Anderson,a Busse knife company is on line one" COOL!
 
Busse has only lied to me once, and actually it was Jerry himself! Kept telling me there was this fantastic beer called CBL, as we all know far too well.....IT'S A LIE!!! :D
 
Gont,

Sorry for the delay. Your Steel Heart did go over to shipping a couple of weeks ago, but was apparently picked up during a "military sweep" when we were hit with a last minute rush to get some blades out to some troops who were about to deploy. You are scheduled to go tomorrow. The reality is that once a knife is taken from the shop over to the shipping department it is, for all intents and purposes, "shipped". That's why you were told that it had been shipped a couple of weeks ago.

Our shipping room looks like a nuclear disaster right now and we have quite a few newbies working in there who are adding to the confusion. Communications are considerably muddled right now and, again, I apologize for the less-than-perfect service.

AWK-H,

We show your AS with BAT tip as having been shipped out TWICE now! The first one is apparently in the ocean and the second one I personally finished 3 weeks ago. I'll check into it tomorrow and see if I can get you a tracking number. I apologize for the delay and the confusion on your order as well.

On a general note I need to thank everybody for your patience and understanding during this time of war. I'm not saying that we don't ever screw up it's just that the demand for our blades from the military has been overwhelming. It is not letting up in the least as more and more troops are deploying everyday.

For those of you who have had other difficulties let me just say that "I was probably drunk". . . "I'm pretty sure I didn't do that". . . "I suck!". . .. "Wasn't me!". . . . "Don't you owe me a beer?". . . . etc. . . ..


Thanks again for keeping it civil. . . you are better men than I. ;)

Yours in nuclear apologies,

Jerry
 
Hmmm. Does anyone else know of a company whose owner publicly addresses customer service concerns?:eek: I don't. Add that to the list of reasons I do business with Busse.:D

Thanks Jerry.
 
Regarding customer service. After I noticed I had not received my much awaited Tali-whacker five days after seeing others praising their new arrivals, I sent a note to Jerry about it. The original blade arrived the next day delayed by who knows what in the mail. Three days later a second Tali-whacker arrived from Jerry to cover the unexplained delay/loss of the first. Customer service at its best as far as I'm concerned. Of course the second blade was sent back but I must admit for a fleeting moment I thought about holding it hostage for a skeleton key. Just kidding Jerry. Keep up the good work

Bill, KX1A


Happiness is putting the wet stuff on the red stuff.
 
gundster their on to us in the shipping dept, :eek: we need to get our contact out fast and take a different route... raden is probably closest at this time so send the new plan to him first... tuo knuks
 
I want to thank everyone for their comments including a gracious offer to even loan me a knife. Mr Busse I appreciate you taking a personal interest. Without this type of thing being brought up you would not have the knowledge to correct the problems. I must agree this has been a very civil discussion and being new here I already admire the caliber of people on this forum.
 
Originally posted by gont
I want to thank everyone for their comments including a gracious offer to even loan me a knife. Mr Busse I appreciate you taking a personal interest. Without this type of thing being brought up you would not have the knowledge to correct the problems. I must agree this has been a very civil discussion and being new here I already admire the caliber of people on this forum.
Click to expand...

please don't include me in with this bunch of infi bandits!:barf:

i'm the only scentsable here:D :D :D

they call me trustable skunk:rolleyes:
 
Gont,

Thanks for your comments but PLEASE don't be fooled by these guys!

They're being all nice and stuff right now. . . . but the next thing you know, they're volunteering to watch your knives for you when you're out of town and then WHAM! Your Busse blades have been hijacked by an INFI Hog and you're all out of luck! :eek: ;)

Just remember. . . . . "They're always after your INFI charms!!!!!"


Jerry
 
Originally posted by Jerry Busse
Gont,

Thanks for your comments but PLEASE don't be fooled by these guys!

They're being all nice and stuff right now. . . . but the next thing you know, they're volunteering to watch your knives for you when you're out of town and then WHAM! Your Busse blades have been hijacked by an INFI Hog and you're all out of luck! :eek: ;)

Just remember. . . . . "They're always after your INFI charms!!!!!"


Jerry
Click to expand...
i agree 100% i'm with jerry on this issue, watch these hogs VERY close... i know i do

and welcome to the infi zone!:cool:
 
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