Nightmare on Newt street

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A public appology and a full refund is now considered poor customer service? I just don't know anymore...


These kind of "wreck on the highway" squabbles just give the whole forum a bad name.:(
 
I've got to side with Newt on this one.He's bending over backwords trying to fix a minor mistake which probably happened because he is trying to run a business while in the midst of a move and HC isn't willing to cut him any slack whatsoever.Quit whinning and give Newt a chance to make things right.The world isn't going to end just because your sheath takes a few more weeks to get delivered.In the grand scheme of life this isn't exactly high priorty and certainly isn't worth trying to drag a respected businessmans name through the mud.GET A LIFE
 
It seems to me that the refund was given not as a show of good customer service, but as a way for Mr. Livesay to tell Harry Callahan that he no longer wanted to have any business dealing with him. Kind of a "Here's your money back and you know what you can do with it." For those of you that seem to think that Mr. Livesay is bending over backwards to make things right, I sure don't see it that way. Though I do agree that something taking a few extra weeks when someone is in the middle of a move is not a big deal. I also think that when you are asked repeatedly for a tracking number you should supply it, or you should explain about the possibility that it may have been sent by US Priority or US Airmail. Most reasonable people would understand and be willing to wait a while longer.

A little communication on Mr. Livesay's part could have circumvented this whole problem. Maybe he was up to his a$$ in alligators and just forgot. That can happen. In that case a sincere apology and the offer of a full refund or an immediately shipped sheath would have possibly gotten Mr. Livesay a good customer. As it is now, he has alienated this same person and possibly some others that can see how this matter was handled.

Maybe the frustration of the move and everything that that entails has left nerves a little too close to the surface. I know that happens to me when I move. From what I have read about Mr. Livesay his response here seems totally out of character.
 
All this for a sheath...an under $10 sheath??? For a $25 knife???
Gimme a break
:barf:
What happens when the 1095 starts to rust?
:eek:
 
That's just two strong personalities shadow boxing in public.

HC had a valid point, but didn't know when to throttle back...so, he alienated one of the best Kydex workers out there.

NL got worn down to the raw nerve and tried to get some relief, relief that wasn't coming from 'I'm not letting up until you say uncle' HC...and may have alienated some potential customers.

Yes, a little communication would have gone a long way here, but no one here was in NL's shoes, nor do we know why he obviously missed the intent/purpose of HC's request.

This does indeed happen to the 'best and brightest'...
I nearly witnessed a shooting by a USCS agent a few weeks back in Eagle Pass, TX.
A shooting of the passenger in my rental car! :eek:
My passenger, a 60 yr. old gray haired scientist, answered "Yeah" 3 times to the idiot hairlipped USCS agent that was looking for a "Yes" answer...the agent was screaming, hand on his gun, etc. Phucking freaky sh*t man!

HC on the other hand, may just be that dumbassed USCS agent!

Borrowing from Clark Kent's sig line here at BFC, quoting from Mick Strider, "You can't even tell an a-hole to fuk off these days without a discussion." (Mick Strider)

Newt, I'll buy your products. HC, next time use the phone.

A bad scene guys. You were both right, and yet so very wrong. :(

Mel
 
If you are going to publically complain about an individual specifically, then your actual identity should be part of the complaint. Who you are is a factor in how the complaints is judged as quite frankly not everyone tells the truth. Nothing personally implied, just a general and obvious statement. That being said, I don't see Newt's actions as high customer service, but exactly as KWM commented.

-Cliff
 
his handling of this particular situation doesn't inspire a whole lotta confidence regarding his take on what constitutes good CS. Looks to me like he apologized and then took his ball and went home leaving Harry all on his own. I'm left with the not-so-subtle impression that Mr. N doesn't take too kindly to criticism - constructive or no.

Damn - I really wanted an Airborne someday. Add me to the sheet list. :(
 
You know, I still cant figure out if he is getting his sheath or not. I'm getting the impression that he is not. Anybody know for sure?
 
and if he doesnt get the sheath, its a darned shame imho - i thought for a minute that newt was sending the sheath gratis for not sending it in a timely manner, but instead he evidently copped an attitude 'cuz the guy complained about having to wait weeks for a sheath thats supposed to be here in days???

WTF does NL have to be mad about?? i must be missing something i guess, have to be.

have never said/heard a bad word about NL, and have suggested the woo to many looking for a necker on BF, but this leaves me w/a bad taste in my mouth.

NL, why dont ya just ship the guy a sheath gratis, and lets all move on. just get the guy a sheath.

geez, thats all he wants ,i think???

greg
 
Using a customers real name on a public forum w/o his consent = bad move. Doing it repeatedly is even worse.

I will not use any vendor who feels that that is a valid business practice. I'm glad I happened to post a few postives here yesterday and ran across this. It was an enlightening post that I will keep in mind in the future.
 
My opinion on this?hmmmm,interesting thread.I agree communications could have been alot better,I still don't comprehend whether or not a sheath is coming or not either.It sounded as if there were sheaths already in the mailing system,but now I'm not sure NL even sent them at any point.This customer just wanted verification of shipping and a tracking number,thats what should have been addressed in the numerous e-mails.It almost seems as if he was getting a run around every time he e-mailed these questions and then the responses ignored them.A 10.00 sheath?I don't care if it was a 50 cent sheath,it's the priniciple.As far as posting personal info,I think it is a big no-no unless the person is a thief,then to hell with their privacy.A public person using their real name,address,in websites,knife shows etc. made that decision about making personal info public.This poor customer just wanted to know about the shipping info and the knifemaker makes public his identity out of spite.Yes,moving is stressful as I just moved myself last week and it was overly stressful,but I can't see being spiteful like that.my two cents.
 
Mebbe ol' Newt's attitude comes from finding this post, instead of getting a courteous phone call?

Do you mean to tell me that in your professional lives you've never let a little something fall thru the cracks?
And if you did were you roasted in a public forum or admonished in the privacy of your boss' office?

Give the guy a break, before you condemn him in a public forum.

:grumpy:
 
Newt has always done right for me even when he didnt have to he made sure that if I needed a blade in a hurry he went waaaaaaaay out of his way to get it to me.
 
I can only relate personal experience here of which I have none with HC. My experience with Newt and his customer service has been outstanding. In my particular case, I had received a Livesay RTAK in a trade. The person I got it from described it as having some scuffs and being resharpened once. When I got it, the parkerizing was trashed and the edge had been worked over with a file. Tragic is an understatement. I called Newt, introduced myself and explained to him my situation. Before I could ask him how much it would cost to try and salvage this knife, he offered to do it if I picked up the shipping cost. I wasn't even a direct customer but instead a secondary owner from the aftermarket. It wasn't that the product had failed but that someone had royally goat ****** it. None the less, he stood by his product and company 100+%. I hung up the phone damned near in shock. It was the first time in a long time that I had dealt with someone of that quality character in a business situation.
As I stated before, I don't know either side of this particular situation and only know about the character of one of the folks involved. That being the way it is, I'll still purchase the quality products that Newt makes anytime that I can afford them.
Reagan "Doc" Bretz USN FMF
SA TX
(I'll put my name up here.)
 
I like Newt. I have never met him, but I e-mailed him about getting a sheath for my WOO... the WOO, unfotunately was stolen. So it does not matter to me that I did not get the sheath.


Point is, though... Newt e-mailed me within a day or two, and offered to send me a sheath for free. That was cool.

I plan on purchasing a Livesay knife in the near future...



On the "Customer Service" issue.... however...

Buying a knife (or sheath) from "BIG 5 Sporting Goods" or "Gart Brothers" or any of the other major retailers... is much different than buying from a custom maker. So what if Newt charges only $25 for some of his knives.....????? He still makes them by hand, and probably is busy --- even while not moving.


Give the man a break.


-Dave
 
In my experience with Newt, his work is exemplary, is simply an incredible value for the dollar, and he could NOT be a nicer fellow to work with. Quality takes times, and anyone who says he has never gotten busy and let something slip his mind is either a liar, or he can't remember!

I have ordered a total of four knives from Newt (two just yesterday!) and will undoubtedly order more in the future. I love the guy and his work.

I understand quality takes time, and I am willing to be patient with folks who care enough to deliver a high quality product. Newt is one of those folks - and is always going to be on my list of good people.

HC needs to grow up and stop whining. You only make yourself look foolish and have lost an opportunity to do business with an utterly honest man. That's YOUR loss, not Newt's. That's my two cents.
 
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