- Joined
- May 9, 2001
- Messages
- 316
I just finished reading the thread started by Mr. Emerson. I must call Bullsh*t on "Emerson Calls Bullsh*t." I've been sitting on the incident I'll describe in this post for quite some time and didn't feel the need to write about it until I saw Mr. Emerson boasting about how great his customer service was. For me, that was the final straw.
Mr. Emerson my experience with your customer service was anything but great. Customer service is more than just doing repairs. When this situation occurred I sent you two private emails and several letters via certified mail, NONE of which you responded to. Perhaps now that I'm making this matter public, you will.
On October 1, 1996 I spoke to you at a knife show and ordered a custom CQC7, invoice #991. It was to be left handed and to have some minor custom features such as file work on the blade and grip. At that time you quoted a delivery time of 18 months. I arranged with you to make payments and completed paying for the knife at the end of that 18 month time period, on March 4, 1998.
I know well that such a stated delivery time is an estimate of when a knife will be completed. I understand that many things will prolong a delivery. It has been my experience that most knife makers deliver ahead of their stated delivery time or very close after it.
Beginning on July, 1999 (about ten months past your quoted delivery date) and continuing until September 2001, about forty−two months past your quoted delivery date) I made four phone calls to people at your company, inquiring as to when the knife would be delivered. Basically they gave me a round−around. I still have notes made of those conversations (what was said and by whom) and will supply them if you like.
On 9/21/01 about forty−three months past your quoted delivery date, I spoke to you at the Blade Knife Show and you said that you were "working on that model."
About a year after that and continuing until June 2004, MORE THAN SIX YEARS past your stated delivery date when I still had not received my knife, I phoned your company nine times and the run−around continued. Several times I was told that your people would call me back after they'd spoken to you. Only once did this occur! Then your employee suggested that I email you personally and make known my issue. I did, twice. Neither you, nor anyone else at your business, replied.
Finally I gave up. In October 2004, nearly SEVEN YEARS past your stated delivery date I sent you a letter via certified mail asking for the return of my money. You did not respond.
On March 2005, well over SEVEN YEARS past your stated delivery date and after over a dozen phone calls to your employees, a face−to−face conversation with you, two emails and a certified letter to you, I sent another letter via certified mail asking for my money back FINALLY you returned my money.
Perhaps in some parallel universe you consider this to be "good customer service" but it sure isnt the case in this one. Mr. Emerson do you have any explanation for this rather complete lack of customer service, especially in light of your claim in a recent thread about how GREAT yours is?
Lou Castle
Los Angeles, CA
Mr. Emerson my experience with your customer service was anything but great. Customer service is more than just doing repairs. When this situation occurred I sent you two private emails and several letters via certified mail, NONE of which you responded to. Perhaps now that I'm making this matter public, you will.
On October 1, 1996 I spoke to you at a knife show and ordered a custom CQC7, invoice #991. It was to be left handed and to have some minor custom features such as file work on the blade and grip. At that time you quoted a delivery time of 18 months. I arranged with you to make payments and completed paying for the knife at the end of that 18 month time period, on March 4, 1998.
I know well that such a stated delivery time is an estimate of when a knife will be completed. I understand that many things will prolong a delivery. It has been my experience that most knife makers deliver ahead of their stated delivery time or very close after it.
Beginning on July, 1999 (about ten months past your quoted delivery date) and continuing until September 2001, about forty−two months past your quoted delivery date) I made four phone calls to people at your company, inquiring as to when the knife would be delivered. Basically they gave me a round−around. I still have notes made of those conversations (what was said and by whom) and will supply them if you like.
On 9/21/01 about forty−three months past your quoted delivery date, I spoke to you at the Blade Knife Show and you said that you were "working on that model."
About a year after that and continuing until June 2004, MORE THAN SIX YEARS past your stated delivery date when I still had not received my knife, I phoned your company nine times and the run−around continued. Several times I was told that your people would call me back after they'd spoken to you. Only once did this occur! Then your employee suggested that I email you personally and make known my issue. I did, twice. Neither you, nor anyone else at your business, replied.
Finally I gave up. In October 2004, nearly SEVEN YEARS past your stated delivery date I sent you a letter via certified mail asking for the return of my money. You did not respond.
On March 2005, well over SEVEN YEARS past your stated delivery date and after over a dozen phone calls to your employees, a face−to−face conversation with you, two emails and a certified letter to you, I sent another letter via certified mail asking for my money back FINALLY you returned my money.
Perhaps in some parallel universe you consider this to be "good customer service" but it sure isnt the case in this one. Mr. Emerson do you have any explanation for this rather complete lack of customer service, especially in light of your claim in a recent thread about how GREAT yours is?
Lou Castle
Los Angeles, CA
