I had quite the interesting experience today and I figured the story warranted a post here.
A couple weeks ago they dropped a new model the Katana XL so I ordered one up. I've bought a couple different things from D Rocket in the past. Darriel designs some unique stuff, so I stay on the mailing list. I just got the knife in today and noticed a couple of problems with it, so I was kinda bummed. Never had any problems with anything else from him. I took a couple photos of the problem spots and sent out an email. I figured like most cases I'd get an email back in the next day or two with an RMA number and the standard boilerplate stuff.
A couple hours later I got a phone call from Darriel Caston. He called me back to thank me for pointing out the issues. He went through the batch he had and said he found a couple more with the same problem. He said he was going to pull them and give them a full custom treatment while fixing the issue. We talked over knives for a little while and he asked if I had any other input. Things I might like to see different on his stuff, different sizes, themes, etc. I told him I really dig the Umbrella Corp theme stuff he did. When it came to my knife, he said if I'm in a rush he'd pull a new one inspect it himself, and send it right out OR I could send him the one I have, he'll fix the issues, give it the full Umbrella Corp treatment, and serialize it #1 so if he decides to do the same theme on more of them, I have the first. I'm sure you can guess what I chose.
I gotta say, I'm still kinda shocked. I've gone through god only knows how many different return/repair requests on different things in my life time. Nothing even remotely comes close to this. I apologize for the wall of text, but I felt it deserved it. He went well above and beyond to help me out. I really can't throw enough praise his way. Should you ever need to contact them, I don't doubt you'll get well taken care of, and if you get a chance to talk to Darriel, he's a super nice guy and likes to talk knives.
A couple weeks ago they dropped a new model the Katana XL so I ordered one up. I've bought a couple different things from D Rocket in the past. Darriel designs some unique stuff, so I stay on the mailing list. I just got the knife in today and noticed a couple of problems with it, so I was kinda bummed. Never had any problems with anything else from him. I took a couple photos of the problem spots and sent out an email. I figured like most cases I'd get an email back in the next day or two with an RMA number and the standard boilerplate stuff.
A couple hours later I got a phone call from Darriel Caston. He called me back to thank me for pointing out the issues. He went through the batch he had and said he found a couple more with the same problem. He said he was going to pull them and give them a full custom treatment while fixing the issue. We talked over knives for a little while and he asked if I had any other input. Things I might like to see different on his stuff, different sizes, themes, etc. I told him I really dig the Umbrella Corp theme stuff he did. When it came to my knife, he said if I'm in a rush he'd pull a new one inspect it himself, and send it right out OR I could send him the one I have, he'll fix the issues, give it the full Umbrella Corp treatment, and serialize it #1 so if he decides to do the same theme on more of them, I have the first. I'm sure you can guess what I chose.
I gotta say, I'm still kinda shocked. I've gone through god only knows how many different return/repair requests on different things in my life time. Nothing even remotely comes close to this. I apologize for the wall of text, but I felt it deserved it. He went well above and beyond to help me out. I really can't throw enough praise his way. Should you ever need to contact them, I don't doubt you'll get well taken care of, and if you get a chance to talk to Darriel, he's a super nice guy and likes to talk knives.
