Lets talk GEC!

I think what we have in this example is a little bit of a miscommunication. I discussed it at length this morning with the factory. What they offered as solutions was to take the knife back with options of replacing the stag or leaving as-is and marking with an "S" with a discount to be applied by the dealer. The OP only wanted it cosmetically altered, which they responded they would not do to a finished knife. He did not want the stag replaced and did not want it marked with an "S". Also, the factory did not request the knife go back to the dealer and in turn go back to the factory. The knife would go directly back to GEC. Also, a discount would be applied to the dealer that bought the knife if it were converted to an "S" model.

So, the OP has been offered the following resolutions:
1) Get a full refund from the dealer.
2) Send the knife back to the factory for new stag slabs or replacement knife.
3) Send the knife back to the factory to mark as cosmetic issue and get it back in addition to a discount from the selling dealer.

What the OP wants:
1) Keep the knife as-is and have the factory send a discount without protection from future claims.
2) Send the knife back and have them carve/jig/color on the stag while on the frame. With GEC taking full risk if something goes wrong on the stag the customer is otherwise very happy with.

So, maybe there was just a mis-interpretation of what was being requested one way or the other.

Just to clarify "S" signify Store models which are cosmetic imperfections. The "2" stamp is for factory seconds which never see the light of day. I personally am a little more critical on knives, so I declare knives that don't meet my expectations as unmarked "EDC" models. They are discounted a bit and if the customer wants to address the issues at the factory, that is their choice. Also, I guess "S" models are just as susceptible to future failures or issues as first models. I have never heard of the factory refusing to fix a defect on a knife just because it was sold with a cosmetic issue - as long as the buyer doesn't mis-diagnose a cosmetic issue as a functional defect.

Now, admittedly I have point myself in the middle of this in order to get a resolution acceptable to all. It may be some's opinion that I should stay out (but I don't really roll like that).
 
Mike, I like that you have jumped in and clarified the issue.:thumbsup: Miscommunication is always tough to deal with - nice going. I have always found GEC willing to do what they can to make a customer happy. They are in fact very nice people!!
I am disappointed that some people like to jump in and castigate them with no, or faulty, evidence!!!:(
Congratulations!!! Way to go, Mike and GEC!!!:thumbsup:
 
I know this wasn't your intention Mike and I'm sure you disagree with me about this :) but I personally am uneasy with companies discussing the specific details of their business with customers with unconnected third parties without getting permission from the customer first, especially verbatim details of a conversation being passed on. It's one thing for the parties themselves to discuss the specifics on a public forum but when they involve third parties it becomes a game of 'he said, she said' with a mixture of 'telephone' from my experience (been bitten before). If GEC had wanted to make a statement or to clarify an issue here they should have done so directly or indeed contacted the customer to repeat or clarify their offer.

Again not doubting any of the parties integrity or good will in this case, just nervous about details passing through layers on principle.
 
Ramrodmb said:
Hardly an "unconnected third party", I think. One of their longest standing dealers trying to help a customer that was unhappy.
No good deed goes unpunished...
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I meant unconnected to the transaction. I have no doubt whatsoever that Mike was trying to help! I just think it was bad business for the GEC to have discussed the details with a different dealer unconnected to the transaction without contacting the customer first. Think of whether it would be acceptable for Walmart to call a supplier for details of a problematic Amazon purchase and then make a public statement giving the specific details of the phone calls made between the customer and Amazon about the issue.

Just one opinion though.
 
Pomsbz said:
I know this wasn't your intention Mike and I'm sure you disagree with me about this :) but I personally am uneasy with companies discussing the specific details of their business with customers with unconnected third parties without getting permission from the customer first, especially verbatim details of a conversation being passed on. It's one thing for the parties themselves to discuss the specifics on a public forum but when they involve third parties it becomes a game of 'he said, she said' with a mixture of 'telephone' from my experience (been bitten before). If GEC had wanted to make a statement or to clarify an issue here they should have done so directly or indeed contacted the customer to repeat or clarify their offer.

Again not doubting any of the parties integrity or good will in this case, just nervous about details passing through layers on principle.
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The factory doesn't publicly respond to any issues on any social media. Thus, in cases like this, the family of dealers should not sit back and let the mood turn decidedly negative without attempting to resolve the issue for the customer. Everything I said was either already mentioned or a matter of policy. I am not contending that every detail is completely accurate; but my interpretation. This is not Amazon and this is not Walmart; this is a tight group of knife nuts that do/should work together on any issue. My conversation with GEC never focused on any specific persons name; only a situation and how the factory handles it by policy. My actions were to resolve a problem by trying to bridge the miscommunication; my apologies if any of those actually involved took offense to that.
 
knifeswapper said:
The factory doesn't publicly respond to any issues on any social media. Thus, in cases like this, the family of dealers should not sit back and let the mood turn decidedly negative without attempting to resolve the issue for the customer. Everything I said was either already mentioned or a matter of policy. I am not contending that every detail is completely accurate; but my interpretation. This is not Amazon and this is not Walmart; this is a tight group of knife nuts that do/should work together on any issue. My actions were to resolve a problem by trying to bridge the miscommunication; my apologies if any of those actually involved took offense to that.
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Mike, I have no doubts whatsoever that you're a stand up guy trying to do the best you could to help someone! I also have a feeling that you will always do what you believe to be right and correct regardless of what is 'done'. :) My eyebrow raising was at GEC's policies, not the goodness of your heart.
 
Pomsbz said:
Mike, I have no doubts whatsoever that you're a stand up guy trying to do the best you could to help someone! I also have a feeling that you will always do what you believe to be right and correct regardless of what is 'done'. :) My eyebrow raising was at GEC's policies, not the goodness of your heart.
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You also raised eyebrows whether Mike should be discussing issue on forum
 
For my part, I think the information that Mike gathered was helpful insofar as it provided some additional context to GEC's decision, and seemed to clarify the matter of shipping the knife.

Disagree or agree with GEC's decision to refuse to replace or refund the stag rather repair it, it shows that GEC isn't unconcerned or unwilling to seek resolution with the customer. I sympathize with Leslie, but I don't have as poor an impression of GEC as the initial information had my thinking about it.
 
knifeswapper knifeswapper Mike, I do not mind your involvement, but there is not really a misunderstanding. All the OP, aka me, hoped was for GEC to cosmetically fix the knife at my risk, not theirs. I am confident that they would have done an excellent job. However it came out, I would have accepted it and paid shipping. I did not want the slabs replaced, because I was willing to accept the repair however it came out. Under this scenario, no discount would be requested.

As you noted, they declined to attempt to repair it. The only unknown factor is why they would not repair it or even physically examine it before taking that position. So, now all that remains is my decision whether to return it, request a discount, or just keep it as is.

This is really a tempest in a teapot, and I regret even showing everyone the spinner burn damage. You know, liking a product, or a company, does not mean that you cannot be disappointed with a customer service issue.
 
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I understand your position. I don't agree with every factory's policies, but I do agree that they better stick to them or change them. One thing I think everyone can agree on is that your were inconvenienced by an issue that shouldn't have gotten to you as a first. Since it was love at first sight - it complicated the resolution :D

Send it to me, I'll carve the crap out that thing...
 
Leslie, my advice (for whatever it is worth, not much...) would be to use that sucker. It is a beautiful piece of stag, blemish and all, and I think you might regret letting that one go. Since you have a backup that you can keep in the tube, why not enjoy using this knife?

Personally, I do not find the blemish to be all that garish and my (untrained) eye would likely have taken some time to notice it.

Having worked in and managed smaller businesses for quite some time, I know that the margins by which one judges risk can be quite narrow regardless of who is claiming to take on such risk. Simply put: It is a risk for GEC to have you assume the risk involved with repairing this knife. And since they cannot guarantee to repair the knife to your satisfaction, how can they believe that you will not somehow flip flop on your position if you were to receive the knife in less than satisfactory condition?

The line that smaller businesses have to tread is narrow and windy. Will there be missteps? Of course! Is this a misstep for GEC? I think only you as the complainant can truly answer that. Personally, I have a bit more empathy for GEC in this regard, though I certainly sympathize with your predicament. You are kind of caught between a rock and a hard place...

My advice still stands, many of us, including myself, would be over-the-moon happy to have that beautiful knife in a pocket, to be used daily. It is begging for it. :D
 
LastRodeo said:
Let's change the subject.

How is everyone liking those 2017 BF knives? GEC did an outstanding job in my opinion.
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Here, here! Mine came to me second hand as was my first GEC. I've acquired a few more since but it's still the one I throw in my pocket most, especially around the house. In fact, I'm carrying it today. Made a lot of Nutella sandwiches for my daughter with this knife!
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