Helko NA Customer Service Issues:mad:

That sure looks like a bead of silicone caulk covering the gap with no effort to fill the voids with something structural. On more than one axe, as if it's standard procedure. I sure hope I'm wrong about that.
 
Hello All,

Thank you for your input on this matter. Contrary to what you may believe, this issue has never been brought to our attention before seeing these posts. That build-up underneath the head is simply varnish that has built up, and is not intended to hide anything. This issue is being brought up with our correspondence in Germany, and we will do whatever it takes to make things right.

To those of you who have experienced this issue, you are welcome to return your axes to us for a full refund. In addition, I will be refunding Alan the remainder of his original payment, plus the return shipping charges. As I said before, I have never been made aware of this problem before reading these posts, and this is something that we are taking very serious, and will do what is necessary to rectify the situation. We appreciate customer feedback, and encourage you to contact us with any problems you may experience.

On another note, we understand that many axe users prefer to make personal changes to their tools to better fit their needs; however, our policies deter these types of alterations. Granted, if the alterations are only minor, then this is not a problem. With this in mind, it is up to the axe buyer to decide if helko is the best fit for you, or if another axe manufacturer would better suit your needs. Our axes are intended to be used as they are, without modification. We are not trying to deceive anybody, as some of you suggest; our policies can be found on our website. Many of you do not agree with our policies, and that is completely understandable. Every company has their own set of policies, and it is important to choose a company whose policies are in-line with your own.

Thank you for your understanding.

Best Regards,
-Stuart Holst
 
helkoNA said:
To those of you who have experienced this issue, you are welcome to return your axes to us for a full refund. In addition, I will be refunding Alan the remainder of his original payment, plus the return shipping charges.

Best Regards,
-Stuart Holst
Click to expand...

There ya go Stuart. That's a bit better.

Peter McKinley (PJM Knives)
 
This warranty does not cover damage attributable to: normal wear and tear, re-sharpening of the blade, misuse, lack of normal maintenance, or disassembly other than blade or handle replacement with original helko parts.
Click to expand...

I would also like to know if sharpening will void the warranty??
 
Got to give Stuart credit for coming back and taking care of the OP.


No doubt his hands are tied by the company he works for.



The sad part for him and his employer is that they are not in touch with real users and depend on un-educated costumers to buy their products.


I use axes and have spent serious time and money on the tools I use in the field.

Helko's obviously are NOT designed for people like me and most of us here.



You get what you pay for, and I've paid a lot more then the OP for my axes.

With Helko I question if that's true or not, seems to me that the OP got less.



The bad part of all this is that we don't know how well the axe head really works,

...it might be a great axe for the money, just cursed by the ignorant bean counters who pushed these shabbily fitted handles onto the market.



Truth be told, I thought good things about Helko before this PR fiasco hit the web.


Their attitude, and warranty restrictions, make the quality of their forgings moot.





Big Mike
 
I don't think you can expect that the average company is going to refund your money after you've modified the product significantly. After all, where do you draw the line on whats returnable? There are companies that will take a knife or whatnot back no questions asked but they are few and far between and quite honestly they charge a premium i'm not always willing to pay. I'm betting that heiko decided to refund the guys money in this situation because there was an inherent flaw in the product not just because they got a lot of flack on the forum. If this hadn't been the case i think it would have been perfectly reasonable for them to not offer a full refund.
 
fatherhudson said:
I don't think you can expect that the average company is going to refund your money after you've modified the product significantly. After all, where do you draw the line on whats returnable? There are companies that will take a knife or whatnot back no questions asked but they are few and far between and quite honestly they charge a premium i'm not always willing to pay. I'm betting that heiko decided to refund the guys money in this situation because there was an inherent flaw in the product not just because they got a lot of flack on the forum. If this hadn't been the case i think it would have been perfectly reasonable for them to not offer a full refund.
Click to expand...



I suspect the other is true.


Significant Mods,? ...sharpening and exposing the Bad Handle fit?



And Remember, after he asked for a new handle, they decided he should send it back for a full refund plus shipping.



Only after a lot of internet flack did they honor what they promised.

Viva the Forum.




Big Mike
 
helkoNA said:
Hello All,

Thank you for your input on this matter. Contrary to what you may believe, this issue has never been brought to our attention before seeing these posts. That build-up underneath the head is simply varnish that has built up, and is not intended to hide anything. This issue is being brought up with our correspondence in Germany, and we will do whatever it takes to make things right.

To those of you who have experienced this issue, you are welcome to return your axes to us for a full refund. In addition, I will be refunding Alan the remainder of his original payment, plus the return shipping charges. As I said before, I have never been made aware of this problem before reading these posts, and this is something that we are taking very serious, and will do what is necessary to rectify the situation. We appreciate customer feedback, and encourage you to contact us with any problems you may experience.

On another note, we understand that many axe users prefer to make personal changes to their tools to better fit their needs; however, our policies deter these types of alterations. Granted, if the alterations are only minor, then this is not a problem. With this in mind, it is up to the axe buyer to decide if helko is the best fit for you, or if another axe manufacturer would better suit your needs. Our axes are intended to be used as they are, without modification. We are not trying to deceive anybody, as some of you suggest; our policies can be found on our website. Many of you do not agree with our policies, and that is completely understandable. Every company has their own set of policies, and it is important to choose a company whose policies are in-line with your own.

Thank you for your understanding.

Best Regards,
-Stuart Holst
Click to expand...

Thank You Stuart:
This is a very genuine response and I greatly appreciate you taking the time to correct the issue and make it right which you stated you would.
I would also like to offer an apology for the harsh words directed at you.

In closing I would like to say this about the Helko Classic Light Axe 2.4lb axe head. Although I only owned it briefly the forging,hardness of the steel, profile, balance and overall finish of the head showed excellent craftsmanship equal to or better than some axes costing more.
Judging by the limited time I had it I would consider it to be a very good value.

Alan:)
 
cattledog said:


. . .about the Helko Classic Light Axe 2.4lb axe head. . .the forging, hardness of the steel, profile, balance and overall finish of the head showed excellent craftsmanship equal to or better than some axes costing more. . .I would consider it to be a very good value.

Alan:)
Click to expand...
On this note I have to agree with Alan, which is why I decided to keep the helko axe head. I felt it's build is far better than how the handle was prepared and how it was hung.
 
Sounds like these people are totally off their rocker. I mean, sharpening their product voids the warranty? Are you kidding me? That's the same as saying that sharpening your knife voids the warranty. This is just plain stupid on their part.
 
The only "major modification" was that the head moved. Sharpening is not a product "modification."

The head moved because the product was dangerously defective. That makes the axe a terrible value.
 
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