Customer Service Problem

Noobs in the shipping department? Does that mean you are hiring?
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By Newbies I just figured that it was all the First born kids of the Hogs that were traded to Jerry for INFI:D :D ;) :D :D
 
I knew that Jerry would come through with an explanation.
Phoning is always definately the way to go. I know that Jerry and "Company" would never intentionally lie or mislead. I have spoken to Jerry, Kassi, and Shaggi on several occasions and have never had a problem. As was already stated the military and possibly law enforcement get priority service, and rightly so. I have never dealt with anyone with more integrity, and passion about his products than Jerry. I'm waiting on a Desert SK, and Recurved NO. Also an Inficoot, ARK, and, of course, my 10" Sub Hilt. Jerry has been putting in some crazy hours since, and even before the war started. I'm sure when the dust settles, and Jerry catches his breath, the civilian orders will be rolling out.
Be patient, it's worth the wait. There's a reason why Busse Combat has the following it has.
Jerry, I expect my knives in "TWO WEEKS".:D :D
 
The subject of charging early has come up before. As I recall, it is a software issue that if you order online, your card gets charged, while if you order by phone it does not. This has been my experience, so I now order by phone.

Also, I erred earlier when I said Busse never lied. There has been a persistant lie by the man himself-THE FOLDER!!! If you guys think you have waited a long time, we've been strung along forever about this. :p ;)
 
I originally posted this on 4-24-03. Mr Busse personally told me on this board it would be shipped 4-26-03. Still no knife so I called today and they said it would be shipped today. Please read the above posts and advise how many times it is reasonable to be mislead before a reasonable person becomes angry. Is this the 4th version of the truth? Im really attempting to be patient here.
 
Hey gont,

Perhaps when you called they got your order confused with another? After all, four days is a short time to get a package in. It might just still be in the mail. Whatever happened, I'm sure Jerry and company will make it right.

As far as being misled, from my dealings and personal interactions with Jerry and his team, I can assure you you weren't lied to. There was probably a mistake or there was an unavoidable delay.
 
Hi gont,
I'll share MHO with you on this issue.
You ask "what is reasonable" well I don't think it is reasonable from the posts in this thread that you are being "mislead" and here is why I think that:
-the dates you were given are deadlines that they have set for themselves to get your knife shipped to you, if your knife was not shipped by then the fact is they simply missed their self-imposed deadline.

-we all (both individuals and businesses) have missed deadlines. It's never the first option :D but it happens all too frequently. One example you may remember is Microsoft repeatedly missing their self-imposed deadlines for releases of new OS

-I don't see any deceit or malicious intent in missing a deadline

-also remember even the largest knife companies like Buck, BM, CRKT, Spyderco are actually small businesses, if they were publicly traded and you were looking to invest these would be termed "micro-cap" stocks and knife businesses like Strider, Chris Reeves and Busse are businesses that are small enough that you can call and speak to the owner about a knife you are interested ordering!

-I guess dealing with custom knife makers where I have always waited over a year for an ordered knife has made me value most, the quality, performance, and the makers willingness to stand behind their work.

This is how I look at it. I realize that I am dealing with very small businesses that are successful because the make excellent knives and often the success of their product creates problems in the periphery of the busuiness (like delivery times and shipping) due to the volume of orders created by a popular product.
But personnaly, I've had excellent service and delivery from these companies.
 
I must concur with the last 3 posts. Busse is not a "cookie cutter" operation. Putting out a custom quality knife takes time. I'd much rather wait an extra "two weeks" and receive a quality knife that's perfect than receive that knife "before it's time" with imperfections. Also, if Jerry did not have the following that he has, and had to make fewer of each model that he offers, I will guarantee that you would pay a lot more for the quality knife that Jerry produces. As I said before, be patient, it's worth the wait!!
In many cases "Deadlines" are an abstract time that are attemted to be met, but in many cases, are not.
 
Gont,

I feel your frustration. I have had similar problems getting good shipping info on my Steelheart, and it was long before the war. It can be enough to sour you on ordering knives. The knives and the steel are quite good, but can be frustrating to order.

Good luck!
 
Thank you everyone for the interest you have shown. The dates were not personal deadlines but given to me as fact. If I missed four deadlines at work anyway I would be fired. The problem is not the wait as I initially stated. I have much patience as I have three big name custom pistols. My order was not confused with someone elses since the lady on the phone verified the order by name each time.

The bottom line is that customer service and being treated well is very important. It gives or takes away enjoyment of the product and confidance in the producer. I have been soured on this product before I have even taken receipt.

I do not believe there has been malicious intent by any means just extremely poor business practice.

I respectfully request your inpute Mr. Busse.

Thank You, Tim
 
hi gont, skunk here... was it a variant sh that you ordered or a standard run model?

if it's any help i'm also delayed a couple of knives. as stated before i think busse got caught up in a war whirlwind. i know he had a zillion knives to get done in a couple short months for our fighters.

he has always been a man of his word and respects his customers (except me) and i'm sure he will personally get to the bottom of your dilemma.

don't give up yet! it will be worth the wait.

scott
 
It was a standard production model with snakeskin micarta rather than black.

Thanks again
 
that will be a cool combination!!:cool: i have a zt-no with a beadblast finish and snakeskin handles, i love it!


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Gont,

As much as I enjoy these public floggings I think we could do more in the way of solving the problem if you would email me off-line at jerry@bussecombat.com or call me personally at (419) 923-6471 Ext. 105.

Email me your phone number and I will call you and all will be well. I don't know who you spoke with today. I have no idea. Our shop records show your knife as having gone to shipping last friday.

I'll be more than happy to take care of you if you contact me personally.


Jerry
 
there you have it!:cool: a personal reply from the owner.:) now your problems will be over:cool: :cool:

post some pics of the knife when you get it, we would like to see the animal!!:p
 
Tim,

I have received good customer service from Busse in my dealings with them. I called as a follow-up to an e-mail order - I received the knives the same week I ordered them. Jerry has stated a couple of times recently that the overwhelming number of military orders were receiving top priority (I agree they should). Hang in there - the Steel Heart is a great knife, and worth the wait!:)

Gene
 
Originally posted by gk4ever
Tim,

- I received the knives the same week I ordered them.
Gene
Click to expand...


WHAT!!!!! ONE WEEK!!!! :eek: :eek: I usually call after about 6 months if I haven't received mine!!:D :D Gene, I think that you just opened a big can of worms!!:D :D :eek: :confused:
 
ANG1,

The phone call was just to give payment info. Same week delivery from Busse is one of the few benefits of residing in Ohio!:D

Gene
 
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