POOR customer service

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Troutmark said:
I have purchase 7 knives from Survive over the last 2.5 years. All are of the highest quality and perform to the highest expectations. They were all ordered through the Survive website. All orders took longer than the quoted time but all were DELIVERED. I was always taught to treat people with respect and deal with them one on one if you have a problem. I utilized the message option on the website whenever I had a question. I would encourage anyone who has a problem to deal directly with Survive. It always worked for me. Not much respect for anyone hiding behind a computer spouting hate.
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S!K almost never answers the phone or returns e-mails these days. There are numerous recent examples of people having to resort to CC disputes / PayPal to get refunds. According to Lance (supposedly a person who knows) S!K is out of money and unable to issue refunds. While I am glad that you got your knives, I don not think that S!Ks current financial situation bodes well for the customers that are currently waiting for their orders to ship.
 
What I said speaks for itself. I don't think Survive is out of money or unable to issue refunds. I'm actually pretty optimistic, but folks need to come to their own conclusions.
 
Troutmark said:
I have purchase 7 knives from Survive over the last 2.5 years. All are of the highest quality and perform to the highest expectations. They were all ordered through the Survive website. All orders took longer than the quoted time but all were DELIVERED. I was always taught to treat people with respect and deal with them one on one if you have a problem. I utilized the message option on the website whenever I had a question. I would encourage anyone who has a problem to deal directly with Survive. It always worked for me. Not much respect for anyone hiding behind a computer spouting hate.
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Spouting hate? How about voicing concern this company has lied plain and simple. Great you got your knives how about the hundereds that haven't. With recent post this company seems to be belly up and not one owner has had the balls to address the customers here.Thevies and cowards don't make a good company.
 
lancelot said:
What I said speaks for itself. I don't think Survive is out of money or unable to issue refunds. I'm actually pretty optimistic, but folks need to come to their own conclusions.
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Forgive me if I misuderstood. You said:...
  1. Survive is trying to address the refund situation as quickly as possible.
  2. Survive has absorbed over $100K in refunds to the detriment of their business.
  3. The preorder money was used to purchase significant equipment and materials and pay for various manufacturing processes, and the company is now "asset rich and cash poor." This is one of the reasons the recent refund requests have been delayed. They have only been delayed, and Guy anticipated getting the refund situation addressed in the near future.
I took that to mean that S!K does not have the money to issue refunds. If it means something else, I would appreciate you explaining that to me.
 
ncrockclimb said:
Forgive me if I misuderstood. You said:...
  1. Survive is trying to address the refund situation as quickly as possible.
  2. Survive has absorbed over $100K in refunds to the detriment of their business.
  3. The preorder money was used to purchase significant equipment and materials and pay for various manufacturing processes, and the company is now "asset rich and cash poor." This is one of the reasons the recent refund requests have been delayed. They have only been delayed, and Guy anticipated getting the refund situation addressed in the near future.
I took that to mean that S!K does not have the money to issue refunds. If it means something else, I would appreciate you explaining that to me.
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To me it reads just as it says the have equipment and stock just no money. Hell with the way refunds are being issued I'd be surprised if the lights stay on much longer. But the most surprising part of all this is a lawyer and investor of survive comes here to speak but not one owner. Guy had time to talk to the investor which I'm sure fronted a lot of money. Buy how about your major investors you know the customers who's money you took. Now I'm not sure but would guess the customers money is a lot more then the investor guy decided to talk to and sent here to post to us. Hey your broke you made bad decisions you used customers as a interest free loan and now went silent. In other forum threads silence is bad so I have to ask when dose BF step in and not allow this company to sell here and only fix the wrongs they are doing to so many here?
 
Forgive me for brief reply, but posting from my phone.

Just pulling numbers from the air, assume you had $400k in preorders. If you spent $250k on COGS, and processed $100k in refunds, leaving $50k in cash, and you then got $40k in refund requests, would you immediately process them? I wouldn't. The company would have transformed preorder money into hard assets, but wouldn't be broke or out of money.
 
lancelot said:
Forgive me for brief reply, but posting from my phone.

Just pulling numbers from the air, assume you had $400k in preorders. If you spent $250k on COGS, and processed $100k in refunds, leaving $50k in cash, and you then got $40k in refund requests, would you immediately process them? I wouldn't. The company would have transformed preorder money into hard assets, but wouldn't be broke or out of money.
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hey man I think it's stand up that you loaned them money what I don't think is stand up is how this company has lied to their customers for so long. You have a steak in this company and want to see them thrive but as of of now they aren't doing that. A owner needs to balls up and talk to their customers and not the old stroke and choke they usually post.
 
lancelot lancelot if you can talk to guy it'd probably be a good idea to get him to chime in himself before there's a huge run on refunds.

And you're right from a business perspective its probably not the smartest thing to do to pay out all your cash in refunds.. but what happens when you're forced into it from paypal and cc companies. What happens when they dont want to deal with you anymore and you can't get payments. What happens to your reputation when a substantial portion of your customer base has been dragged through this process. Whos gonna recommend your product or want to do business with you?
 
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lancelot said:
Forgive me for brief reply, but posting from my phone.

Just pulling numbers from the air, assume you had $400k in preorders. If you spent $250k on COGS, and processed $100k in refunds, leaving $50k in cash, and you then got $40k in refund requests, would you immediately process them? I wouldn't. The company would have transformed preorder money into hard assets, but wouldn't be broke or out of money.
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Lance, I completely understand the intricacies of the the cashflow cycle. I also understand and appreciate what you are saying. However, what you are describing is a company that DOES NOT HAVE THE MONEY to issue refunds.
 
lancelot said:
Forgive me for brief reply, but posting from my phone.

Just pulling numbers from the air, assume you had $400k in preorders. If you spent $250k on COGS, and processed $100k in refunds, leaving $50k in cash, and you then got $40k in refund requests, would you immediately process them? I wouldn't. The company would have transformed preorder money into hard assets, but wouldn't be broke or out of money.
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Your patience is admirable, Lance.

You might have better luck trying to explain jurisdiction to kindergarteners. Even though the concept is beyond their developmental capacity, at least they might try to understand.
 
dragfree said:
Your patience is admirable, Lance.

You might have better luck trying to explain jurisdiction to kindergarteners. Even though the concept is beyond their developmental capacity, at least they might try to understand.
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Yeah it takes a lot to understand that survive is a scam. You know broke delayed refunds lies on completion dates etc etc the owners not coming here and speaking to their customers. Kinda sad isn't it. But hey kindergarteners will stick around waiting forever if you tell them there is a treat for them in the end if they behave.
 
I'm sure in the eyes of Survive!, BF has become a place of constant negatively without much upside to chiming in here. Justafied or not I wouldn't come to this lions den if I were them, what good could come out of it ? They will get all the same questions they always get and the same reactions to their answers/non answers.
 
ncrockclimb said:
Lance, I completely understand the intricacies of the the cashflow cycle. I also understand and appreciate what you are saying. However, what you are describing is a company that DOES NOT HAVE THE MONEY to issue refunds.
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Agree to disagree:).

Also, I just missed a call from a number that I didn't recognize while I was out grabbing a late lunch and suspect it may have been from a BF member. If whoever it was would like to call me back, I'll be in the office for another hour or so.
 
Skycool said:
I'm sure in the eyes of Survive!, BF has become a place of constant negatively without much upside to chiming in here. Justafied or not I wouldn't come to this lions den if I were them, what good could come out of it ? They will get all the same questions they always get and the same reactions to their answers/non answers.
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Same reactions because they keep doing the same thing.
 
Skycool said:
I'm sure in the eyes of Survive!, BF has become a place of constant negatively without much upside to chiming in here. Justafied or not I wouldn't come to this lions den if I were them, what good could come out of it ? They will get all the same questions they always get and the same reactions to their answers/non answers.
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That's exactly what I'm thinking. I don't know what answers would be acceptable at this point. Most of us seem to have our minds made up.
 
Silver Needle said:
Is anyone expecting new information or confirmation on what's already been stated or what?

I don't know if I've ever seen a post from Guy or Ellie that changed anyone's mind about anything.
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We used to believe them. I know I did at first. Then, so many of the things they said ended up being inaccurate. Now, they have almost zero credibility except with a few "true believers."
 
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