Damaged Custom Repair / Replacement timing?

Status
Not open for further replies.
As a Custom knife user I agree that things can go awry once in a great while with a knife, knowing that most Makers take so much care in crafting their knives I think the percentage of problems with Custom knives is extremely low.

BUT... I agree that if you have a significant issue with a knife that the Maker has acknowledged could be due to the craftsmanship of the knife then a New or Repaired knife should be forthcoming fairly quickly. While I think 30 days is rather Fast (kudos those Makers who try to keep that timeframe) in the Custom knife world I would be happy to get the knife back within 45 - 60 days.

Now, let me address something else that goes along with this thread. Since the OP has named Dan Koster as the Maker.

Dan has for a long time on this forum had issues with;
- Requiring Deposits on Knives and Material yet not Delivering on time
- Accepting full Payments for knives and not Delivering on time
- Accepting knives for Refurb or Repaired - not returning them in a timely manner

It is also very evident that he rarely answers comm's for any reason.

Here are a few threads simply from the past few months;

First is the notorious Material Group Buy - folks still waiting on the Material or a Refund -- no updates or response -
http://www.bladeforums.com/forums/showthread.php?t=656656

A situation like the OP - knife returned for some reason - no response -
http://www.bladeforums.com/forums/showthread.php?t=685315

Slow delivery on a knife Paid in full -
http://www.bladeforums.com/forums/showthread.php?t=691274

Refund owed but not sent -
http://www.bladeforums.com/forums/showthread.php?t=675290

No reply to customer who is awaiting info on order -
http://www.bladeforums.com/forums/showthread.php?t=683207

Recent Customer, knife paid for but not delivered -
http://www.bladeforums.com/forums/showthread.php?t=705847

SO here are my questions - Has no one else noticed this trend? Why are folks still sending in Deposits and full payments? Why hasn't Dan acknowledged that he has some major issues and stopped accepting Deposits and Pre-payments until he has taken care of ALL his past Customer issues? Why has only one Member started a thread in the GB&U to bring this kind of stuff to others attention?
http://www.bladeforums.com/forums/showthread.php?t=604497&highlight=koster

One of the Super Mods here gave Dan some advice over a year ago when the above Thread was started - "This should be a wakeup call for Dan, that the system is overloading, and he needs to cut back on his backlog -- work it off, cancel/refund where necessary -- and decide where to focus. It's unfair to customers and unfair to himself to fall that far behind."

To the OP - I can certainly understand your feelings, but you are not alone.
 
Last edited:
I did not want to call out Dan on this problem, but my patience was gone! The reason for this thread, was just to see if I was expecting too much. You guys helped me put it out there. I did not want to do it earlier, because of the holidays, and hoping that I might see the knife in the mail.
 
Not knowing too much about how things work in the world of customs, this thread did motivate me to address some minor issues with a few of my knives in the area of shrinking natural handle materials. Despite my best efforts to keep the handles from shrinking, in some instances, the desert arid region I live in has simply won out.

In contacting the three makers that I have knives from where this issue has popped up, I was somewhat surprised at their unanimous responses to me: They were grateful that I had contacted them and was giving them the opportunity to keep their great work looking...well...great! What's more, their timeframe to begin and complete the job was more than what I had hoped for and in line with the responses in this thread. On the one hand, I am reluctant to mention their names because I don't want anybody to think that they make "knives with issues" so to speak (although they all came to me without a handle shrinkage issue). But on the other hand, I feel like I should acknowledge them as maker's you can trust, who stand behind their work, and who value the maker/buyer relationship. I hope to give all three of them my future business, and I am glad to know that they are more the rule in the industry rather than the exception.
 
on_the_edge said:
In contacting the three makers that I have knives from where this issue has popped up, I was somewhat surprised at their unanimous responses to me: They were grateful that I had contacted them and was giving them the opportunity to keep their great work looking...well...great! What's more, their timeframe to begin and complete the job was more than what I had hoped for and in line with the responses in this thread. On the one hand, I am reluctant to mention their names because I don't want anybody to think that they make "knives with issues" so to speak (although they all came to me without a handle shrinkage issue). But on the other hand, I feel like I should acknowledge them as maker's you can trust, who stand behind their work, and who value the maker/buyer relationship. I hope to give all three of them my future business, and I am glad to know that they are more the rule in the industry rather than the exception.
Click to expand...

the thing with natural materials is that no matter how much you make things jsut right in the work shop when they more to there new homes the temp and humidity can change a great deal these things can happen to any maker

ask ABS testers that have to bring there test blades to the blade show about the stress over temps and humidity

the fact that a maker will go out of his (or her ) way to make ther work look best at your home is key
i have had even stabilized wood move some on me and had clean up work to do for the customer
 
Hillbillenigma - your post surprises me in its low class and poor form.


Could you please research my forum and post the 1000+ positive reviews and threads to even out the balance a little?


I'm sorry that David was not taken care of ahead of other customers.

Just to be clear - he didn't ask for his knife to be fixed - he asked for it to be replaced. So I his knife 'got in line' with everybody else. He is near the top of my list...almost all of whom have been very patient in waiting for their knives to be done.

Just because one person gets a bee in their bonnet, doesn't mean the whole system is broken.


I don't know why David decided to go ballistic on my forum and this one.

I apologized on my forum, I apologized to him via email.

I am even working on those knives this very week. (was already in the works)


"What we have here is a failure to communicate"

I take responsibility for not updating my lists as often as folks like and am doing a much better job now.

Perhaps David (and a few others here) could watch those updates more carefully and be a bit more understanding?

I'm not a one-at-a-time knifemaker. If I was, it would be no problem to replace his knife.

He knows that...many people here know that too.


If I had replaced his knife, 2-3 dozen other people would be upset at me instead of just David. Bet you didn't think that through, though....;)


I'm doing my best guys. If you have grievances, please feel free to air them. I can take it. I just ask that you post unemotionally, think clearly and be reasonable. We'll arrive at a solution.


Dan
 
Dan, Just telling the truth. Noform to be inferred or construed.

If I had replaced his knife, 2-3 dozen other people would be upset at me instead of just David. Bet you didn't think that through, though....
Click to expand...

From what I can see there already are 2 - 3 dozen folks in those threads I posted that are upset at you. Bet you didn't count them did ya? ;)

These issues go back more than a year, nothing new.

Good luck to the OP and everyone else waiting....
 
Say what you want, Bro. My mama always said life was like a box of chocolates...

I resolve my scuffles the best way I can. I can't please everybody.

I do my customers a huge favor by making all my workings/lists/operations very public (not many makers willing to stick their necks out like this). I get the ocassional *bump* now and then....and do my best to resolve it to that person's liking. It's a small price to pay...fortunately I'm not a self-righteous egomaniac and I can take my lashings just fine.

You are all welcome in my shop anytime, should you be curious how things work around here. I wish I had a desk job and could spend all my time on the forum (I used to!) but the reality is I have a family to tend to. I'm out.

Dan
 
Butch,
I agree 150% with you. I completely understand and accept that some movement may occur, even with stabilized material. My point was simply that even my knowing that a handle may move or shrink, I am still very happy with the custom knifemakers whose knives I own, in part because of their strong desire to work with me and make me happy. Heck, when I see that desire from a maker, to be honest, I don't even care if I have to pay the maker for the re-handle. After all, they've got to eat to. A positive attitude and effort goes a long way in my book!
 
I don't know why David decided to go ballistic on my forum and this one.
Click to expand...
I do- he's been waiting on you for 14 months to replace the knife you said you would.

This is an interesting response which sums up your attitude: “There are folks that have waited longer than David - and very patiently.”
 
Daniel Koster said:
Hillbillenigma - your post surprises me in its low class and poor form.
..... be clear - he didn't ask for his knife to be fixed - he asked for it to be replaced. So I his knife 'got in line' with everybody else. He is near the top of my list...almost all of whom have been very patient in waiting for their knives to be done.

Dan
Click to expand...

I have been collecting custom knives over 1/2 my life, Dan(25+ years now).....every maker that I have ever known to be worth a popcorn fart warranties their knives for repair or replacement as long as they are able, and does so with the haste of a burdened man....simple as that...had a bunch of repairs, never had a replacement necessary, but one was offered and I accepted it...guess what, was a second party sale, and David Mosier has 3 knives represented in my collection because of it.....stand up or shut up.

I say that sadly....you obviously have some issues to resolve and I hope you do, because I know the person at the core of it all to be a man worthy of respect.

Best Regards,

STeven Garsson
 
The correct response is "I was wrong and Im sorry"."I dont know many custom maker who guarantee knives acquired second hand" Must not know many makers then because the vast majority do." I make knives in batches not one at a time" So its safe to say you made 100+ knives during this period of 14 months but didnt do a warranty replacement?!!!!! Your angry for this being publicly aired????? 1000 or 10000 positive reviews mean nothing to the dozens or more that aren't satisfied.Good customer service is based on how you handle problems.I dont know you and vice versa so you may think I have no right to comment and normally I'd agree,however,in this case you've shown so little respect for your customers,yourself,and to this art that I'm personally offended.I cannot understand your reluctance to admit you screwed up.You keep making excuses and have the attitude your being picked on.Money is obviously your main concern as you continued to take and fill orders instead of dealing with warranty issues.Now your upset because you know this is going to cost you sales equating to more money losses.Do the right thing and admit your 100% in the wrong,stop all production on current orders until each and every unsatisfied customer is satisfied,state your warranty will include problems being addressed in a timely manner,keep your word,dont lie,and make a real apology.Be the stand up guy that others here have said you are or pay the price.Your image and character are what sells knives and regardless of how you feel or what your opinion is about these issues realize that what you do with these issues could very well determine your future as a collectible maker.
 
McAhron said:
The correct response is "I was wrong and Im sorry"."I dont know many custom maker who guarantee knives acquired second hand" Must not know many makers then because the vast majority do." I make knives in batches not one at a time" So its safe to say you made 100+ knives during this period of 14 months but didnt do a warranty replacement?!!!!! Your angry for this being publicly aired????? 1000 or 10000 positive reviews mean nothing to the dozens or more that aren't satisfied.Good customer service is based on how you handle problems.I dont know you and vice versa so you may think I have no right to comment and normally I'd agree,however,in this case you've shown so little respect for your customers,yourself,and to this art that I'm personally offended.I cannot understand your reluctance to admit you screwed up.You keep making excuses and have the attitude your being picked on.Money is obviously your main concern as you continued to take and fill orders instead of dealing with warranty issues.Now your upset because you know this is going to cost you sales equating to more money losses.Do the right thing and admit your 100% in the wrong,stop all production on current orders until each and every unsatisfied customer is satisfied,state your warranty will include problems being addressed in a timely manner,keep your word,dont lie,and make a real apology.Be the stand up guy that others here have said you are or pay the price.Your image and character are what sells knives and regardless of how you feel or what your opinion is about these issues realize that what you do with these issues could very well determine your future as a collectible maker.
Click to expand...

As a collector, I agree 100% on the above.
Jim
 
I admit I did wrong - David's knife is the next knife I finish.

Dan
 
Hillbillenigma said:
As a Custom knife user I agree that things can go awry once in a great while with a knife, knowing that most Makers take so much care in crafting their knives I think the percentage of problems with Custom knives is extremely low.

BUT... I agree that if you have a significant issue with a knife that the Maker has acknowledged could be due to the craftsmanship of the knife then a New or Repaired knife should be forthcoming fairly quickly. While I think 30 days is rather Fast (kudos those Makers who try to keep that timeframe) in the Custom knife world I would be happy to get the knife back within 45 - 60 days.

Now, let me address something else that goes along with this thread. Since the OP has named Dan Koster as the Maker.

Dan has for a long time on this forum had issues with;
- Requiring Deposits on Knives and Material yet not Delivering on time
- Accepting full Payments for knives and not Delivering on time
- Accepting knives for Refurb or Repaired - not returning them in a timely manner

It is also very evident that he rarely answers comm's for any reason.

Here are a few threads simply from the past few months;

First is the notorious Material Group Buy - folks still waiting on the Material or a Refund -- no updates or response -
http://www.bladeforums.com/forums/showthread.php?t=656656

A situation like the OP - knife returned for some reason - no response -
http://www.bladeforums.com/forums/showthread.php?t=685315

Slow delivery on a knife Paid in full -
http://www.bladeforums.com/forums/showthread.php?t=691274

Refund owed but not sent -
http://www.bladeforums.com/forums/showthread.php?t=675290

No reply to customer who is awaiting info on order -
http://www.bladeforums.com/forums/showthread.php?t=683207

Recent Customer, knife paid for but not delivered -
http://www.bladeforums.com/forums/showthread.php?t=705847

SO here are my questions - Has no one else noticed this trend? Why are folks still sending in Deposits and full payments? Why hasn't Dan acknowledged that he has some major issues and stopped accepting Deposits and Pre-payments until he has taken care of ALL his past Customer issues? Why has only one Member started a thread in the GB&U to bring this kind of stuff to others attention?
http://www.bladeforums.com/forums/showthread.php?t=604497&highlight=koster

One of the Super Mods here gave Dan some advice over a year ago when the above Thread was started - "This should be a wakeup call for Dan, that the system is overloading, and he needs to cut back on his backlog -- work it off, cancel/refund where necessary -- and decide where to focus. It's unfair to customers and unfair to himself to fall that far behind."

To the OP - I can certainly understand your feelings, but you are not alone.
Click to expand...

Sounds good, looks like the OP is good to go.

Who's Next?
 
Perhaps the positive is that there's so many maker's who do excellent work, stand behind it 100% and offer excellent customer service that there's no reason to deal with the handful who don't.
 
Well I think Dan owes some of us refunds on the group buy strangly enough they have been promised and not forthcoming. Even so I amnot sure of the excus here no time is needed to make another or do a repair simply send me back the full amount I sent you. As well as the others you owe. You are as good as your word if it is a sale of a knife or goods themselves you take money for something deliver or return the funds.
 
Kevin Jones said:
Perhaps the positive is that there's so many maker's who do excellent work, stand behind it 100% and offer excellent customer service that there's no reason to deal with the handful who don't.
Click to expand...

and thats why i try and bend over backwards to fix any problem no matter how small
after all i am tring to make a living at this knife making thing
 
Status
Not open for further replies.
Back
Top