I'll briefly outline an experience I've endured recently with a very accomplished and well-known maker. A maker that, ironically, uses his customer service as a selling point for his knives. I'm sure, given that, some people might know who I'm talking about. Strangely, it seems that many have in fact had great dealings with him, however, life seems to be infringing upon his ability to conduct himself in a respectful way. Before I say anything, I should note that I've had well over 200+ knives pass through my hands through the years and have spoken to a number of makers directly, some at length. With all of this said, I have never once found myself obliged to send a knife back for a refund like I have in this situation.
I emailed this maker once or twice, whom claims on his website that he is available 9-5 Mon - Fri anytime during those hours, via text, email, or phone, about purchasing some aftermarket upgrades and having some custom work done, which he allows and advertises on his site. After about 10 days of silence, I gave him a call and explained to him that I had sent a few emails and hadn't heard anything back and that I'd like to have some work done. He said that he was taking the day off and that'd he'd get back with me via email that night when he was back at home. Nothing. I ended up sending another email that remained unanswered and eventually sent him a couple texts. He did end up responding to my texts, rather carelessly, i.e. not actually addressing my questions but rather glazing over them/brushing them off. I got the impression he was rather busy, overwhelming so, it would seem. While he didn't seem to have time to answer my questions with care and attention, he did manage to post on Instagram knives he was trying to sell/had sold, yet, wouldn't respond to someone trying to give him money in a reasonable fashion...Inevitably, after about a dozen attempts to extract a simple answer, I told him not to worry about it and that I was very displeased with the hassle it had become at that point. Of course, finally, he responded in a rather passive aggressive manner telling me to send him the knife and he would complete the work for free, as I was upset.
I accepted his offer to complete the work but told him to send me an invoice for the cost as I wasn't trying obtain a hand out, I just wanted some honest work done. I sent him the tracking information and details, he didn't say anything, I asked him if he had received it, he didn't say anything, then, finally, I received notice that my knife was being returned. When I shipped the knife, I included a note stating what work I wanted done, just to reiterate for probably the 4th or 5th time, and to, again, send him my PayPal email so that he could send me an invoice. I ended up receiving the package from him, in the same box I sent him, with my note completely untouched. He completed the work on the blade, carelessly, adding a coating and not bothering to return the logo. The hardware was meant to be black-washed and titanium, it came back steel, cerakoted and marred with tooling marks. The only response I was able to get from him after expressing my desire to sell the knife immediately and my absolute displeasure with his service, was that he'd refund me and to send it back.
I did just that. The unfortunate thing for him is that I had adored his work. The knife was stellar and I had had plans to order a custom within the coming months, needless to say, that won't be happening.
I will only support a maker that supports me. If they are only out to get my money and have me shut up and smile, then they'll not be getting said money. There are SO MANY good makers out there that will bend over backwards to answer you questions and address your concerns. Eugene from Olamic, Jake Hoback from Hoback Knives, Sal's people from Spyderco, Ben Tendick from BRT Bladeworks, Jerry and his people from Busse/kin, etc. These are HIGH END and EXPENSIVE knives. Half of the value is in the man/woman selling them. Just my 2 cents.
