It Eventually Had To Happen ! My First Hose Job !

TAA-DAA. . .(in my worse announcer voice). . .The following has been edited !



RANT MODE ON. . .

By Mick Strider

Sorry pal. I can't do every thing by myself and often need to hand things over to employees.
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I honestly don't care how you run your business.

Again. . .my biggest heartburn is that I came to you and asked for your help !

You reassured me that you'd take care of the problem that day ! You even went as far as telling me, "Ill be back with you when i find your knife."

Mick. . .the "today" never happened ! Yeah, I received a call. . .3 days later. And not from you.

So much for promises I guess !


By Mick Strider

I would like to point out that we are not in the coating business; we are in the knife making business. True, in the past we have attempted to help people out by offering them the service of sending in their gear to be coated, reassembled, and shipped back, for nothing more than the cost of the coating and shipping.
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Lets not blame this situation on services that you don't provide (now) !

Mick. . .the knife was back in your possession for 6 weeks. . .after being bodycoted ! :confused:



By Mick Strider

If you get your knife back and are not happy, feel free to call for a full refund.
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Well thanks Mick. . . .but I pay my own way ! Better yet. . .how bout you call me and ask if I'm happy or not ?

But.. .that ain't gonna happen ! Will it Mick ?

And the operative word is, "If !" . . . "IF" I get my knife back."

Mick. . . You don't even know where my knife is ! :(



By Mick Strider

This is a great example of why we need to just stick with what we do.
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Mick. . .all you had to do is. . .put the knife (that you made) back together, sharpen it, and send it to me !



By Mick Strider

This is a great example of why we need to just stick with what we do.
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Customer service equates to customer returns. Don't believe me. . .ask some or all of the knife makers.



You've yet to answer my question Mick !

Where is my knife ?

This is real simple. . .and I think that I've been pretty patient. . .all you (or one of your employees) had to do is send me something saying that it was going to take longer than expected (if that was truly the case).

RANT MODE OFF. . .

Today. . .I sold my AR for $150 !

Yesterday. . .I cancelled my SnG order !

If I get the GB back. . .I'll probably give the damn thing away !


Please keep in mind. . ."these are my experiences with Strider Knives. . .your experiences ( I only pray ) may be different."


DaveH. . .Strider knives has had ample opportunity to fix this BS ! Including getting Mick involved ! I still don't have my knife !

It's now Heineken time !
 
DaveH, I agree with you 100%. This example of such deplorable customer service from Strider is shocking. What company, that is at all interested in customer enthusiasm, is going to charge a guy ater making him wait 100+ days for his knife?

Mick, your statement trying to distance yourself from Jeff's poor treatment is a total disappointment. You are the owner and that makes you 100% responsible!! These workers of yours take their que from you. Hold them accountable and tell them in no uncertain terms what you expect from them, that's the only way to avoid repeated problems. You have to hold yourself to a higher performance and accountability standard first.

Bill
 
Originally posted by nifrand
GigDude
re; RANT MODE ON
It was a thing of beauty,as long as it lasted.:D :D :D
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Yeah, There was no need for an edit. Hell getting it off of your chest is about the only positive thing your going to get out of this. I am sure even Mick would say its justified.
 
That kind of service usually means there is a material lack of active management. Look at this from the other side for a moment. How many hours of manpower has this shop wasted giving customers this kind of stupid runaround. This is a big lose-lose f-u situation. The way to fix this is to simply cut the telephone cord in the shop, and install a responsible service clerk to take 100% of the calls. A customer on the phone in not in an ideal position to manage the shop.

Yet more evidence that success comes with new challanges. Best of luck to all concerned.

n2s
 
Mr. Jeff,
I am truly sorry.
I would actually like you to put your post back up.
The truth is the truth after all.
The morning I received your pm, I printed it and put it on the desks of the two individuals responsible for your type of transaction.
Written on the top of the three pages, in red marker, was the question “WHAT THE ****?”.
When my office personnel arrived they came in and began to blabber. I told them to please take care of you. This would include a call to ask you how we could make it right.

I was informed that it would be, and was taken care of.
I failed you here in that I told you that I would get back with you. I did not.


Had I heard about this again, I would have taken further steps to make it right.
I had heard nothing from yourself nor my office. I assumed you were happy.

Surprise!

The fact of the matter is that we make terrible mistakes all the time.
We are not business people. We do our very best, and have a lot of great help, but we really make it up as we go.

Sometimes, because were lame, we **** someone over. You’re a great example. Your not the first and you wont be the last.
All we can do is our best to make it right.


I will respect your pissed off-ness and not contact you directly.
If you change your mind about our dealings and choose to move forward, please contact me again via pm or e-mail.

Or, feel free to continue here.

m
 
Man...

Been following this one closely.

I'm not going to say anything judgmental either way...

GigOne, I respect you as I've seen here a lot of good things you've said. I'm REALLY sorry this had to happen to you. It's not fair, and you really got clusterf**ked. You're right, the critical thing is that someone should've just told you it would take longer than estimated. (This thing I hate the most...)

You have my sympathies (no sarcasm!) :(

---

But I have to say, I'm looking forward to getting my SnG.

You might think is bad, but I've had 10x worse service from H&K, TAG Heuer, Canon, a particular city Police Dept, and now Voigtlander/Cosina.

At least I can pester the owner of the company, and he comes out and apologizes and tries to get things right.

It took...

- 4 months and 4 times back to the factory to get Seiko to fix a problem with my watch, which they didn't fix and ended up admitting that "that's the way it works"

- 6 months and 2 trips to Switzerland (on my tab, mind you!) to get TAG Heuer to address a problem with my watch

-14 months to get a permit to purchase a handgun

- TONS of sh*t from all parties above about it

3 months isn't so bad! Mick, thanks for being upright about the whole thing. Crap happens, I know, but the most important thing about service (to me) is that you own up and try to make it right.

:D

ObGoodThing: Swatch has got to be one of the most responsible companies. I bought a watch that arrived broken from Swatch Co. I sent it back and complained. About a month later I get a personal letter from the CEO and a replacement, free. THAT, my friends, is service. I am now a 100% Omega man (with my sights set on Blancpain and Breguet)

-j
 
Jeff,
What a royal pain in the ass. I feel terrrible for you.
Poor customer service is often a nail in the coffin, in spite of the intrinsic quality of the item in need of repair.
I feel nervous for me, as well. As soon as my SNG arrives, I am planning to send my AR in for a much needed overhaul. Now I am doubting sending my knife in........:(

Barry H
 
Barry,
Don't sweat sending in your knife. They will have it back to you asap in fine order.

GigOne,
If you are planning on selling your GB for cheap, I'll happily take it off your hands. I'll send you $150 in a heartbeat. Sorry you got the runaround.
 
Mick,

Sorry. . .I honestly can't repost the original text in the thread in GB&U. What you see is what you get. In the original version. . .no name calling. 99% of what I typed is still on the post.

I definitely feel that a resolution needs to happen. And I'm not here to hold you hostage ! Don't think for one moment that I'm one of those ragin' friggin' customers who's bangin' the door everytime someone cuts the cheese and lookin' for a hand-out ! I think that is pretty evident by the amount of time that I've waited to get my knife back.


Posted by Mick Strider

"When my office personnel arrived they came in and began to blabber. I told them to please take care of you. This would include a call to ask you how we could make it right."
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Didn't happen. My daughter received a call, on 25 Nov, asking for me to call your shop back. I got off work very very late that evening.

I did receive another call on 26 Nov. . .and returned the call. At that time I provided my credit card info and reconfirmed my mailing address.


Posted by Mick Strider

I had heard nothing from yourself nor my office. I assumed you were happy.
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Mick. . .I don't think that I should have to contact you again. . .if I've contacted you already and got no return response ?

But ya know what. . .I too thought all was good. . .until 5 Dec. I called the shop and was told that the knife hadn't shipped and that I needed to fess up credit card info again !

At this time. . .it felt like I was being played and dicked around with.


Posted by Mick Strider

I will respect your pissed off-ness and not contact you directly. If you change your mind about our dealings and choose to move forward. . .
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:confused:

What do you mean. . .

"If you change your mind about out dealings. . .

. . .choose to move forward.

:confused:


Posted by Mick Strider

. . .please contact me again via pm or e-mail.
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I don't have access to your private e-mail address unless striderguys@striderknives.com is your e-mail addy. I've used that in the past and get no response. Just cuz I'm slightly upset over this situation. . .shouldn't prevent you from shooting me a PM. . .or. . .e-mailing me. But. . .no problem. . .

We'll do this right here then !


Posted by Mick Strider

All we can do is our best to make it right.
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Well Mick. . .make it right. I've said this several times already !

I want my knife !

Pretty simple isn't it ?

Want specific's ?

OK !

1. Has my knife been shipped to me yet ?

2. Is it in working order ?

3. If shipped on 5 or 6 Dec 02. . .I want to know the address that it was shipped to. Please provide that info to me via a Blade Forums PM or e-mail.

4. If shipped on 5 or 6 Dec 02. . .I want a tracking #, method of shipment (Fed X, UPS, USPS, etc.) and type of shipment (Ground, 2-day, 3-day, slow boat to China, etc.). And I want you to post the tracking info on this thread.

On Monday 9 Dec 02. . .if you discover that the knife hasn't been shipped, on 5 or 6 Dec 02, as previously promised. . .the following needs to take place:

- Someone, from the Strider Shop, needs to find my knife !

- I want you to personally inspect the knife to ensure that it's fit for use. Looks like it should, works as if new, razor sharp, etc. Cuz that's the way I shipped it to you ! Let me add. . .care taken as if you're going to personally hand it over to your Grandmother.

- I want you to personally ensure that the knife is properly prepared for shipment. . .so that it doesn't get damaged in shipment. And the knife placed in it's appropriate shipping box. Oh. . .and the box is properly sealed.

- I want you to personally ensure that the shipping container is properly labeled with my mailing address.

- I want you to personally ensure that the shipping container (with knife inside) is turned over to the "shipping agent"

- Immediately after the shipping agent has the shipping container (with knife inside). . . I want you to post on this thread a tracking #, method of shipment (Fed X, UPS, USPS, etc.) and type of shipment (Ground, 2-day, 3-day, slow boat to China, etc.).

Oh. . .don't use the slow boat to China method. Actually, I keep getting promised 2-day Fed X. . .that would work for me. . .this time.

- If the knife didn't ship on 5 or 6 Dec 02. . .I'd like to know why. . .and the reason why posted on this thread.



Acceptable ?


Maybe this time, working together, I will be able to get my knife home. :)
 
Man did Strider knives drop the ball on this one, make no mistake. You are a patient man Jeff, I would have unloaded about 55 days sooner. I spent five months without a TV while I tried to get a completely non-receptive warranty company to honor my warranty, it sucks. [they remain non-receptive, have a record of poor customer service and they truly suck]

But please do not make a 'judgement' of the Strider knife Company based solely on this one incident. This is a major ****-up and Mick has stepped up to confirm so.

Before you jump on the soapbox to proclaim them bad folks, look at their overall history. they are a very receptive and customer friendly company. They post here often, are quick to respond to informational posts and give accurate information, and have gone out of their way to cater to the forum communities.

Overall, Strider truly cares that their knives hold up to just about anything we can throw at them and should a problem arise have been wonderful in addressing it.

There is no excuse for the treatment shown to Gig, there is none at all. But before you pass judgement on Strider knives in totality, please look at the big picture; They have proven time and time again to be customer driven. This is a sign of their enormous rise in popualrity and demand and I am certain heads will roll in the 'shop' to do what must to see this never happens again. The growing pains of a small knife company going big-time.

As terrible as this has been for Jeff, this IMHO is an abberation.........Ira
 
Forgot. . .

Mick,

I asked for work to be performed on the knife and was quoted a fee of $50 to get it back to me.

Please charge my credit card with the agreed upon quote.

I always pay my way.

Thanks

Look forward to closure on this, putting it behind us and getting back to other knife stuff !
 
Don't get behind me...

As blessed as I have been in 99% of the rest of my life, I only seem to lose out big-time on two occasions...

#1, waiting in line...if there are two lines, no matter how short one is, nor how long the other; if I get in a line and you're behind me, you'll have a longer wait...

#2, tailgator's...I'm a magnet for tailgator's it seems. It's gotten so bad that I needed to do both a body and suspension lift on my truck, and add on 33" tires with a filled steel tube bumper...

Yet still, I have tailgator's riding my ass, even at 75 MPH+ in the fast lane...so far, it's lifted truck 5, tailgator's 0...and you just gotta know that sucks! ;)

Gig, you've shown from your posts here over the last few years to be intelligent, patient, and of sound mind and body. I don't know you personally, but I get the impression that you're a good soul that speaks truthfully.

Mick I've only met a few times, maybe 5 times total, but he is most assuredly a 'good egg', one that strives to make a quality product, and to satisfy the needs of his customers. I'm sure that if he hasn't already, he'll make this one up to you...if you keep your cool.

Don't lose the faith over this buddy. As an example, I just waited 90+ days for a kydex sheath from another maker...and in retrospect, though I was never promised a delivery date, and only called twice about it, I'm extremely happy to have my knife back...and with the sheath, now feel that the wait was well worth it! :)

ATB,

Mel

-edited cuz I cain't 'pell-
 
I want to mention this, totally unrelated but I thought it might set a record.

In high school I worked at an engine shop, once a week a guy would call about his crankshaft that we sent to the crankshaft place in CA. We could never get the crankshaft place to find, send it back or tell us anything.

Fast forward almost 4 years, I no longer worked there but stopped by for a visit. And the office person said "Guess What? Remeber XXXX's crankshaft? We finally got it back last month, they found it when they where moving/remodeling..."

Talk about patience, that was probably $2K plus crankshaft. :eek:
 
I have to say GiG One you have shown remarkable patience.I know what you are going through I ordered some merchandise one time and this paticular person charged my card and took 90 plus days to send the merchandise and it was wrong.I couldnt believe it wrong.By the time I straightened it out I had spent god knows how many hours emailing,calling and letter writing.When I finally spoke to the owners wife who was co owner she set things right.And kicked down with some freebies for the whirlwind they put me through.Just as a test I emailed her the other day and this is 3 or 4 months later and I got an instant response.Now I dont know what to do.They are the only ones that have what I want and I want a couple more.I have tasted S H I T pie and do not like the taste.I am not sure I want to go back for more.This has nothing to do with my first story but since I see that he is reading this thread I will ask,Mick is the email address striderguys@striderknives.com an active email? I have sent three emails to this email address and never gotten a reply.........RB
 
The adx you posted is the adx for the shop.
Im VERY sorry you have not receive any responce.

I bet you will after today.

m
 
Mr. Jeff
Boy I wanna tear out your eyes for talking to me like that…
But at the end of the day your totally justified. Fkr.

At the shop now, no office staff.
When they arrive I will:
1. remove their balls to mail to you.
2. figure out what the hell is going on with your knife
3. call you and let you know

Back soon

m
 
Just got home from work.

I guess you're not going to shoot me a PM or e-mail or make a post here with your findings about my knife ?

You've got my phone #.


I won't even respond to your remarks. . .


Posted by Mick Strider:

Boy I wanna tear out your eyes for talking to me like that…
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Posted by Mick Strider:

Fkr.
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But I do find them rather humorous ! :D Too bad there isn't a ROTFLMAO smilie. If so. . .it would be inserted here. ;)


What you do with your employees balls is your business. You keep them. . ."Balls on the wall" just doesn't work with my knife display set-up !
 
Strider Knives and Mick have screwed up royally on this one, but Mick has had the guts to come here and take his lumps. That makes him a stand up guy as far as I am concerned.

Hopefully Strider Knives will implement a better customer service system after this shamazal.
 
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