Handle repair

P. McKinley

P. McKinley

Joined
Jan 27, 2008
Messages
2,010
Some of you may recognize this knife: "Blondie". It was recently purchased and subsequently shipped down to the new owner in Arizona. Despite what I thought was bomb-proof packaging, the knife arrived damaged and the customer emailed me some photos. The package was fully insured and I've filed a claim. This is a first for me. Of all total sales, I've shipped 55 knives out of here in the last five years and nary a one damaged or not delivered.

That's the back story.

Now, I need to repair the handle and make the customer happy and whole. When the customer initially informed me of the damage I explained that a total handle replacement may be necessary. I actually have a chunk of wood that is a near perfect match to the original, along with the handle template - and I'm fine with doing that work. The knife has now arrived back in my hands and the damage isn't quite as bad as I had imagined so I'm exploring the range of repair possibilities other than total replacement.

Of the options available, the first I will consider is to simply bevel the butt-end to remove the damage. I have yet to pass this by the owner in AZ, but it doesn't look all that bad.

Thoughts?
How have you handled this sort of repair in these circumstances?

-Peter











 
I think the bevel looks really good. If the customer doesn't like that, could you shorten the end of the handle by 1/4"? Or would that hit the tang?
 
Thanks you folks.
I've sent an email off to the customer seeking his opinion on this.

However.....

Part of me is wondering: when you purchase a knife - you purchase that knife. Should the repair not return the piece to its original form if possible? Like I said above, I'm fine doing the all-out replacement. So as long as I have to do that I thought I might as well explore options along the way. But, this exploring process will eat up time and I don't want to give the impression that I'm cheap and trying to avoid doing the "right thing".

Am I just overly paranoid and over thinking this wayyyyyyy too much?
How would you feel?

-Peter
 
Peter, you have told the customer you will replace the handle. If you have told him you want to try an adjustment and he has agreed then you are good to go; if not let him knowe what you are up to. Most customers are amazingly very human.Yes, I believe it will be that simple. Frank
 
Straight forward and honest has always worked well for me along with good communication. If it were me, I'd be happy that you are standing behind your work. Knowing that makes me a lot easier to please as the customer. I've found some really challenging customers to become great customers who are easy to deal with when I just let them know my thoughts and intentions. Ultimately, the customer's wants and needs always win out though and every now and then you have to bite the bullet, pony up, and take the more difficult route to make that customer happy. It will pay off huge in the long run anyway. Sounds like you have a great customer here. Make sure they really are okay with the mods and not just trying to be "nice" only to leave negative feedback later. Other than that, incredible work.

My .02
 
Hale Storm said:
Sounds like you have a great customer here.
Click to expand...

Ronnie - Yes, I do indeed have a great customer. He already has one of my pieces from a few years back and he's just a plain 'ole nice guy.... and VERY patient.

Make sure they really are okay with the mods and not just trying to be "nice" only to leave negative feedback later.
Click to expand...
That is my concern.... him just being "nice" and agreeing to whatever I come up with despite not being 100% satisfied.

Its a fine line.

-Peter
 
Peter, you requested that we give our opinion so I have to say, a bevel on the butt end will significantly change the entire appearance of the handle. If the customer is okay with that, then fine.
Personally, I think it looks really good right now, except for little ding:grumpy:.

Can you perhaps dress away just the damaged section and blend it to nothing on the bottom edge - or something like that? That will keep it close to what it is now.

Maybe I shouldn't be giving an opinion because it feels as if I am criticizing and that is really not the intention, especially given the fact that given my location, I too can only walk on water around February ;)
Good luck Sir, that is a lovely handle, I hope you come up with a solution that in the end, you will be comfortable with.

Mike
 
I think you should assure the customer that he is in charge. Thats the way to work the warranty. Remember your warranty is your best marketing tool, and you are poised to benefit from honoring it. Don't pass up the opportunity, it is a big benefit for your business. BUT, I also think the newly shaped handle is IMPROVED over the initial one. In more than one way too. It looks better IMO, but its also functionally stronger. Let the customer be in charge. Offer a discount on his next purchase if he'd like to stick with this one. Likely you will sell a second knife immediately. AND the customer is happy too. The warranty is truly the most important tool we have as businessmen.
 
I didn't get the understanding that the bevel would stay. I figures since the the original was a certain shape that the revision would look the same. Is the tang getting close to the butt. If not, I would revise to look as original as possible. You customer might like the option of the bevel, but I would not be very happy with it. The original handle is just so nice.
 
Peter, what wood is that anyhow? the whole knife is really nice - care to give some details about materials please?
 
Maybe take a slice off the end of the handle and put a contrasting end cap on shaped to the original shape. Jess
 
Not to be a meany, but that's why I like steel, NS, or other metal plates on the butt. That wouldn't have happened if there was a buttcap. I know, I know, it's not a modern way of making a knife, but it is eminently practical. Peter, I'm like the other guys, just talk to the customer. I personally like the beveled handle better.
 
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Thank you all for the suggestions.

The customer has seen some photos and has given me free rein on the repair... do what I see fit. I'm going to slowly, carefully dome the butt Wheeler-style until I'm happy(man, that sounds really weird :p). I'll post the finished photos a bit later.

David S. - I was contemplating adding a WI plate to the butt when I first built the knife. That sure would have saved a lot of hassle, eh?

Miden - The wood is two-tone Red Maple with heavy figuring and vibrant chatoyance. The finish is 5-6 thin coats of buffed tung oil.

Andy(Fiddleback) - Customer Service 101 my friend. A mishap such as this provides yet another opportunity to exceed expectations. I sense you have this down pat.

-Peter
 
Thanks for the handle material info Peter.
Yes, you please have to post a pic when you are done.
Above is just another example of how people with like interests can see the same thing completely differently - and thank Heaven for that.

Mike
 
I think the idea of rehandling is just as tenuous as repairing this handle. He bought it with that piece of wood, no? A similar piece may have not caught his attention. I personally would try the repair, then if I thought it looked like a compromise in any way, I would offer several similar blocks of wood for the customer to choose from.
 
Almost there. I've shaped the dome with files, then sanded to 400.There's still a few sanding scratches left to take care of, but I like this. It took a bit more shaping than I thought it would to get the right "flow" (nod to Csikszentmihalyi).





-Peter
 
I liked the idea with the slight bevel but this also turned out VERY good.
I think the customer should be happy that his knife got damaged, the domed butt looks very good. It adds extra. Like an optional feature, a cherry on a cake, something you pay extra for when ordering a knife.
(like you get a better hotel room when the one you booked ends up double booked)
I think you handeled it right by giving your custumer several options and I think it shows trust in your craftmanship that he just lets you handle it the way you think is best.
 
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