- Joined
- Jan 11, 1999
- Messages
- 669
This thread was forwarded to us by a couple of our friends on Bladeforum and I want to address what happened here. You all know we work very hard to give exceptional customer service; Heather is a wonderful employee who does everything she can to help customers. She, too, is human. Our thanks to all of you who wrote posts of support!
“Beyond You” (Eric) obviously feels he has received less that fantastic service from us and for that I am sorry. I have read the string of emails between Eric and Heather and feel it is only fair to present Heather's side of the story. Eric was having trouble with opening an Umnumzaan that he purchased from one of our dealers. Heather explained the difference in the way the Umnumzaan and Sebenza open, and she gave some pointers. She also asked if he would care to give us his phone number, she would arrange for Chris to call him and talk him through the issue.
Eric chose not to talk with Chris, but asked if we would exchange the Umnumzaan for a Sebenza 21. Our policy is that if a customer purchased a knife from a dealer, he should return/exchange it with that dealer. (Pure economics – we sell a knife to a dealer at $X. The dealer sells it to a customer for $X plus $Y which is his profit. If the customer wants to return it directly to us, he wants credit for the amount he paid. If we give that, we lose money.)
Eric advised that the dealer’s return by date had probably passed (the dealer told us this morning he did not receive a request from Eric for a return) – which is why Heather suggested he try to sell the knife in the secondary market. Certainly Heather could have suggested he send the knife in to us to check there was inherently nothing wrong with the knife. However, she was under the impression his only problem was his difficulty with opening the knife. He said he felt the thumb lugs were in the wrong place – that is nothing we could change so her suggesting sending the knife in would have been a waste of his time and money. Additionally, [hopefully] everyone knows you can send a knife back at any time for us to check the technical aspects of it.
It appeared that there was nothing she could say that would appease Eric and, as she said to me, “perhaps I was a bit curt and I could have worded things differently but I feel I followed our policy.” I support Heather as my employee and I respect Eric as a customer. I would like to resolve the issue.
Please note, there was no mention in their conversation of there being anything wrong with the lockup to which he refers in the opening post of this thread. Eric, if you genuinely believe there is something wrong with your knife, please send it to us so we can check it over. The offer to call Chris remains open – you are welcome to talk through any issues you might have.
Anne
“Beyond You” (Eric) obviously feels he has received less that fantastic service from us and for that I am sorry. I have read the string of emails between Eric and Heather and feel it is only fair to present Heather's side of the story. Eric was having trouble with opening an Umnumzaan that he purchased from one of our dealers. Heather explained the difference in the way the Umnumzaan and Sebenza open, and she gave some pointers. She also asked if he would care to give us his phone number, she would arrange for Chris to call him and talk him through the issue.
Eric chose not to talk with Chris, but asked if we would exchange the Umnumzaan for a Sebenza 21. Our policy is that if a customer purchased a knife from a dealer, he should return/exchange it with that dealer. (Pure economics – we sell a knife to a dealer at $X. The dealer sells it to a customer for $X plus $Y which is his profit. If the customer wants to return it directly to us, he wants credit for the amount he paid. If we give that, we lose money.)
Eric advised that the dealer’s return by date had probably passed (the dealer told us this morning he did not receive a request from Eric for a return) – which is why Heather suggested he try to sell the knife in the secondary market. Certainly Heather could have suggested he send the knife in to us to check there was inherently nothing wrong with the knife. However, she was under the impression his only problem was his difficulty with opening the knife. He said he felt the thumb lugs were in the wrong place – that is nothing we could change so her suggesting sending the knife in would have been a waste of his time and money. Additionally, [hopefully] everyone knows you can send a knife back at any time for us to check the technical aspects of it.
It appeared that there was nothing she could say that would appease Eric and, as she said to me, “perhaps I was a bit curt and I could have worded things differently but I feel I followed our policy.” I support Heather as my employee and I respect Eric as a customer. I would like to resolve the issue.
Please note, there was no mention in their conversation of there being anything wrong with the lockup to which he refers in the opening post of this thread. Eric, if you genuinely believe there is something wrong with your knife, please send it to us so we can check it over. The offer to call Chris remains open – you are welcome to talk through any issues you might have.
Anne