here's what we deal with on a daily basis

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R.A.T.

R.A.T.

Randall's Adventure & Training
Joined
Feb 4, 2004
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10,400
I removed the personal information from this email but this is an example of what we deal with on a daily basis. I spent way too much time trying to be nice to this guy and then he thinks I'm a jerk. The bottom line is he wanted something that we are not set-up to do at this stage and he thinks we should change our whole way of doing business to suit his wants. What makes him special? Why should we do something for him when we don't do it for anyone else? Let him go in business for his own self and learn about the real world. If he's a poster here on the forums, all I can say is we no longer want any of your business. Please quit buying RAT products!

From: Jeff Randall [mailto:jeff@jungletraining.com]
Sent: Monday, November 23, 2009 2:47 PM
To:
Cc: Michael Perrin
Subject: RE: firesteel from Rat Izula kit.

I give up. Get pissed if you want. When you decide to invest your money to open a company and run it and have to deal with Accounting and customers who don’t understand the principles involved, then I’ll talk with you more.

From:
Sent: Monday, November 23, 2009 2:42 PM
To: Jeff Randall
Cc: mikeperrin@earthlink.net
Subject: Re: firesteel from Rat Izula kit.

Hi Jeff,

You sound like a a true absolute jerk. But you know what.... I understand. It's business. I understand man, no hard feelings. As a matter of fact i respect you sticking to you're guns and keeping the assembly line smooth and clear from interference.

You are doing the right thing. :-)

However sometimes it's not all that bad to bend the rules a bit. I am not asking you to do that. It is just a statement.

I almost knew off the batt i should never have written this but two things. 1) even though i'm sad i don't get a lava rod i am glad i'm talking to someone with determination (in this case too much for me but that's me :-))

I'm a little mad but that's on me. I understand the situation.

The second thing i reserve for future use.

Best regards,






----- Original Message -----
From: "Jeff Randall" <jeff@jungletraining.com>
To:
Sent: Monday, November 23, 2009 3:18:31 PM GMT -05:00 US/Canada Eastern
Subject: RE: firesteel from Rat Izula kit.

I’m not trying to sound like a jerk but when we setup something to sell, we have a lot of paperwork that’s involved to add another SKU. We are very particular when it comes to proper accounting. Like I said, a new rod would cost you as much (if not more) than a whole new fire kit and then we would have to add that new SKU into our accounting matrix, so the best thing would be to buy a new fire kit and just not worry about the one you have without a rod in it.


From:
Sent: Monday, November 23, 2009 2:11 PM
To: Jeff Randall
Subject: Re: firesteel from Rat Izula kit.

Hello,

I am going to buy another fire-steel.

As a matter of fact i'll probably be buying 3 more for the sheaths i'm making but in the end i'm allways going to have the little green capsule with compass with no rod. I know where i can get a traditional steel that i can probably tap and make use i just love the way the RAT works.


I know that in you're work orders every single bit is listed. grommets , screws, etc. etc. I just need the one steel which i'm sure is maybe one part number if it comes pre-tapped or maybe 2 raw and tapped for screw.

Doesn't matter man. I know the company is in business of training and that the tool part is a benefit.

I just wanted one little fire-rod is all. No biggie. Would be super cool to get but if it really truthfully is that much of a hassle,...

then just please disregard both my e-mails,

thank you,

sincerely,


----- Original Message -----
From: "Jeff Randall" <jeff@jungletraining.com>
To:
Cc: "mike perrin" <mikeperrin@earthlink.net>
Sent: Monday, November 23, 2009 2:47:10 PM GMT -05:00 US/Canada Eastern
Subject: RE: firesteel from Rat Izula kit.
Why don’t you just buy another fire steel. It will cost as much for us to work on one unit outside of a production setting than it will to just buy a new one.

From:
Sent: Monday, November 23, 2009 1:38 PM
To: Jeff Randall
Cc: mikeperrin@earthlink.net
Subject: Re: firesteel from Rat Izula kit.

Greetings Jeff,

Maybe it was intended as a last ditch but it is by far the most effective fire-steel out.

I like it so much that i took off the green canister base with compass to have it match with some frontier type knives. The base from factory is super cool with the compass and enough room for tinder but would look out of place in this configuration Early U.S. years ).

If i send you the green base with the compass can you put one on there for a fee ? Normally i would not be so insistent but i'm going to have one RAT custom fire-steel, One regular factory steel. and one little green canister.

Does that sound do-able me sending in the case and getting a steel put on it? I don't know if maybe you can talk to Mike?

All the pictures i have seen of you, you are dead serious and i guess if training is the main focus that's good. But i've seen pictures of Mike grinning holding an RC-6 happy as can be. Seen a few pics and he is always smiling. maybe he might be like, awe come on Jeff.... :-)


If i can send my tube to get a new steel on it cool.

If not no worries, I still support you guys and am looking at next years schedule to see if i can go to a survival coarse. Sent in a few pics by the way.


Outstanding job from you're company, customer for life and maybe someday i can give something back,

best regards,





----- Original Message -----
From: "Jeff Randall" <jeff@jungletraining.com>
To:
Cc: "mike perrin" <mikeperrin@earthlink.net>
Sent: Monday, November 23, 2009 7:41:01 AM GMT -05:00 US/Canada Eastern
Subject: RE: firesteel from Rat Izula kit.
Thanks for the comments. We do not sell replacement rods for the Fire Kit, simply because it is not designed to be used as an everyday fire starter, so it should not wear out too fast. The Fire Kit is designed as a last-ditch survival fire starter.

Best regards,

Jeff Randall

From:
Sent: Sunday, November 22, 2009 2:19 PM
To: Jeff
Cc: mike perrin
Subject: Re: firesteel from Rat Izula kit.

Dear Sirs,

someone knows where to get them but i have a different question.

I have two of the R.A.T. firesteels with chambers, compasses . etc.. or should i say molten lava sticks :-)

One of then is half worn and the other i removed from the waterproof case for an early 1900's type knife combo a Gentelman is currently forging and leather-crafting for me with an antler end. I had to send him the stick because i have used a few and if i had to depend on something the Firekit you Gents make is #1.

I would like to replace the waterproof shell with another lava steel and also have a replacement for the half used one in my possesion.

Any tips? IS there any way you can separate a few when you get them and i send you money and all is good or where can i look for the lava sticks?

Thank you,

best regards,



----- Original Message -----
From: "Jeff" <jungle@jungletraining.com>
To:
Cc: "mike perrin" <mikeperrin@earthlink.net>
Sent: Sunday, October 18, 2009 8:59:30 AM GMT -05:00 US/Canada Eastern
Subject: Re: firesteel from Rat Izula kit.
We have them custom made several thousand at a time. Not sure where you can buy them individually.

Jeff

On Oct 17, 2009, at 6:41 PM, wrote:


Greetings,

Would you please be so kind as to inform me where i can buy some of the firesteels used in the Izula kit?

I have been looking online but have not seen any that are as small and combine the magnesium with the firestarter.

I have one from my kit as well as a couple of the heavy duty ones but would like to make some little kydex holders for my other Rat knives and i like the one in the Izula kit because it is so compact.

thank you,

sincerely,
 
Here is an easy solution Jeff, try this out...

Hahahah... Delete!

Back to the 95% of customers who aren't idiots and life is good. Remember the schmucks are here to make us shake our heads and laugh.
 
Yeah, ask Mike cos he's aways grinning on the pics, whereas you look dead-serious.....What an ass:jerkit:
 
Wow. Just the horrendous grammar and spelling alone would have been enough to make me have a conniption! Mad props for staying calm as long as you did! :eek:
 
We take every email and every customer seriously. We don't delete them until they refuse to listen.
 
R.A.T. said:
We take every email and every customer seriously. We don't delete them until they refuse to listen.
Click to expand...

Absolutely!! I wouldn't suggest otherwise. I learned long ago never to throw my wallet at a potential sale out of frustration. BUT after you've said your piece and you've hit the wall, now you're just wasting your time/money, it's time to move them along.
 
Bummer.

I love your response though. I spent 9 years managing a coffee shop and my customer service rules ended up as folows:
1. the customer is always right
2. if the customer is wrong, refer to rule #1
3. if the customer is still wrong, they they are an idiot and must either be re-educated, or dismissed as a customer

Sounds like you have the same philosophy, I love it.:thumbup:
 
That is just .. not right. As if you don't already have enough to do. What, does he think you are all lying about being busy or something?

Good on you, Jeff. :thumbup:
 
My gosh, I was so confused reading what was supposed to be logical english, that my head nearly exploded.

4 emails back and forth when you told him the first time that you didn't do replacement rods. It transitioned from Izula firestarters to RAT fire kits. Then the whole comment about pics of Mike smiling, WTF was that?

I've been sick as a dog the last couple days, but even with the lack of sleep and effects of the meds, I still understood.

The RAT survival kit says it comes with a Sparky K1 fire starter. I googled "K1 firestarter" and got this....

http://www.bestglide.com/K1_Info.html

Looks similar.
 
According to your Website:

The RAT Fire Kit uses a removable / replaceable Misch Metal flint. It does not produce a shower of sparks like standard Ferro rods. When struck with a sharp edge, the Misch Metal flint produces small balls of molten particles that burn hotter and have a longer burn time than the sparks made by a standard fire flint.
Click to expand...

It's removeable / Replaceable. and since RAT Cutlery does not sell replacement rods all the customer needs to do is buy a Misch flint from a dealer that has the same Diameter rod. One of the KnivesShipFree Firesteel rods will probably work nicely. And if his don't fit, Going Gear.com has a few other sizes to choose from. One of those two dealers should have a replacement. Problem solved.

Heber
 
Wow. It's not like the things cost 90 bucks. And really, while I do love rats special blend, there are three or four places selling compareable sticks. First request I can understand. Not taking the first reply is just stupid.

And as for mocking customers and being professional... Hey don't be stupid, listen to what your told, and you won't wind up on the funny pages. I know many places that don't deal with bullshit, I find them professional.
 
At least you didn't have to deal with him in person...sounds like a motormouth that attaches 1000 stories to get to one simple question.
 
I really don't have a problem with someone being persistent but after several emails anyone should know that they are doing nothing more than occupying bandwidth and someone's time for no reason.
 
wildmanh said:
According to your Website:



It's removeable / Replaceable. and since RAT Cutlery does not sell replacement rods all the customer needs to do is buy a Misch flint from a dealer that has the same Diameter rod. One of the KnivesShipFree Firesteel rods will probably work nicely. And if his don't fit, Going Gear.com has a few other sizes to choose from. One of those two dealers should have a replacement. Problem solved.

Heber
Click to expand...

Obviously the "customer" is not much of a problem solver...

...and his/her lack of self-sufficiency is astounding!
 
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