Question, please answer

onado2000

onado2000

Joined
Feb 28, 2009
Messages
1,112
This is a true senario, and I would like dealers opinion, but anyone could answer, please & thanks.

If a customer buys a new knife from your online store tells you the next day that there was a problem with the knife (ie. cracked handle, chip area on blade, torn sheath for example, (pick any one of these as a problem) ) how would you respond to this person. This person has made several purchases from your store over the last few months with no problems (in the past). What do you do?

Thanks for your honest response.
 
In my non-dealer opinion.

I would ask for the knife back and send out a replacement.

Especially if it were a return customer.
 
shotgunner11 said:
In my non-dealer opinion.

I would ask for the knife back and send out a replacement.

Especially if it were a return customer.
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Yup. I'm noot a dealer, but when I buy online I always go to one site, and I would expect that (and have received great service).

If someone decides to contact a dealer, it's best to do it with a cool head - making sure that you emphasize support for the dealer's business, expectation in the knife, future business, etc.
 
shotgunner11 said:
In my non-dealer opinion.

I would ask for the knife back and send out a replacement.

Especially if it were a return customer.
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My wife and I are dealers (Two Wolves Outdoor) and our policy is just what Shotgunner posted. :thumbup:
 
onado2000 said:
This is a true senario, and I would like dealers opinion, but anyone could answer, please & thanks.

If a customer buys a new knife from your online store tells you the next day that there was a problem with the knife (ie. cracked handle, chip area on blade, torn sheath for example, (pick any one of these as a problem) ) how would you respond to this person. This person has made several purchases from your store over the last few months with no problems (in the past). What do you do?

Thanks for your honest response.
Click to expand...

As a dealer (the-knife-connection.com)...

If it was sent out that way, I would just replace it if I had another one in stock. If I didn't have another one in stock, I would contact my supplier, explain the situation & arrange for the knife to be exchanged A.S.A.P.

If it was a custom or a "one of a kind" knife, I would see that arrangements were made with the manufacturer to get it taken care of A.S.A.P.

I would also see about reimbursement for shipping costs that the customer would incur.


I offer a 30 day satisfaction guarantee so any knife can be returned for an exchange or refund.. no questions asked.
 
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I am glad to hear you guys say that. I bought a knife last week ( I won't name who or what) and received it on Saturday @ 3pm. I emailed the online store owner of where I purchased this fixed blade knife on Sunday to let him know. The new knife had several small visible chips (covered about 1/4 to 1/2 inch area toward the tip).
I was told sorry and given the name and address of the manufacturer. I was told to contact them, "they will take care of you , keep me posted ". That was the owners response.

This is copy of my email reply (tell me if I am wrong, please & thanks) ,

"I don't want to sound rude, but I do not understand why I have to send the knife back to Ontario ? I bought this knife from your online store as brand new. If you bought a car, a can of soda, or a gallon of paint and there was something wrong with it, and you were not happy/satisfied with it, you would take it back to where you bought it from, right? Now what if the car dealer told you to bring the car back to Honda or Ford, what would you say? If you went to Wal Mart or Stop & Shop to return the soda or gallon of paint and were told to return it to Pepsi or Benjamin Moore how would you react? What you are asking me to do I feel is not right. I am sorry, I can not accept this as a solution."

Am I wrong in this situation? Thanks guys for your help & honesty. I don't know what the right thing to do is, but I know my gut feeling and I feel that I was slighted. I paid for a NIB mint knife and I feel I did not get that. And since I sent this I have yet to hear a response.
 
I would have done the same thing you did Onado. How did you pay for your transaction? You could possibly have recourse by getting your cc company or pay pal involved.
 
If the knife had been used & broke/failed, then yes it should be handled with the manufacturer. But as a dealer, I would still assist the customer to make sure that they were properly taken care of.

In this case, the knife was sent out that way so I feel that the dealer ought to take care of it.
 
I don't think is the place to resolve "Ontario" issues. did i not read that right?
 
ron_m80 said:
I don't think is the place to resolve "Ontario" issues. did i not read that right?
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With all due respect... I didn't take it that the issue was the knife brand involved but rather how the situation was handled by the dealer.
 
Its not just an Ontario Issue, its more than that. I want to know what the right, correct action is based on opinions of people who work and are knowledgeable in this area. If you can offer assistance to this thread I would appreciate it but please do not deter me because of a detail. If this happened to be a RC knife would the ethics involved change ?
 
Thank you Dale and everyone else here. I appreciate your help. You guys hold yourselves to a higher standard. Now I know where to buy from next time. Thanks again.
 
Onado, I agree with what you are saying.

On one side of the coin I can understand the dealer (I am not a dealer) asking you to take it up with the mfg. The mfg is responsable for quality control, the dealer should not be responsable for opening every box to double or triple check if the product is in good order.

The flip side being that in todays market (poor economy, people not spending, etc) a dealer should go above and beyond to make the customer happy. It is easy enough to have a bad experience and just move on and buy from someone else, but the dealer should be fighting to keep his business alive and gain return business.

I had a similer situation with a dealer before Christmas. In this case I did not receive my order complete and when I called to advise them the situation, I simply asked for them to send the rest of my order 2nd day air as I needed it before the holiday. The saleswoman was very rude and told me they could not afford to send it that way. Long story short I was displeased and will never order from them again, if they had taken the sale seriously and sent the remaining item 2nd day air they would have gained a lifelong customer.

BTW it is nice to see the dealers comments here.
 
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I would not spend any more $$$ with that dealer. As a side note, give Ontario a call and explain the situation and I'm sure they will take care of you on this issue.
 
Thanks everyone. I have been buying one or two knives every month since last November (2008). Depending on the stock, I try to stay loyal to one or two places. I did have one problem (rather small) before with the same dealer. I ordered one knife and he sent me a different model. Both knives were made by the same manufacturer, the one he sent was worth a little more. I informed him of the mistake, and he did not believe me at first. I subsequently presented my problem to the manufacturers forum. In the end he did apologize for the mistake and gave me the option to return it. I declined, the knife was a gift that I had given already (she was happy even though she wanted a different model). He proceeded to offer free S&H on my next purchase. I thanked him but refused. I told him that I pay for what I order, and thanked him again. I then purchased a few more knives & accessories from him, paying in full. Here is the link to the forum, I contacted the manufacturer, you can read what transpired.

http://www.knifeforums.com/forums/showtopic.php?tid/849930/

My point is that I feel slighted, and I wanted to confirm those feelings. Thank you everyone for helping me with this problem. I will not reveal who the dealer is, ‘two wrongs don't make a right‘. If you have a good dealer STICK WITH THEM!!! Do not chase a lower price. Remember, when you make a purchase you are paying for a service also. In the end you will get what you pay for in terms of that service. Beware, your hard earned ( blood, sweat & tears) money is at stake.
FYI, 90% of the knives that I bought were Rat Cutlery. I have 2 of every RC model, keeper & user. The only reason I bought the Ontario version was because RC does not make a chopper yet. Thanks again everyone and watch out, my mistake is our lesson learned. Thanks you, Dan
 
We intend to solve that little problem this year!
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God Bless You Good Sir (humbly genuflecting), your devoted faction will rejoice in the good tidings you deliver.

:thumbup::D:thumbup: HEEEEHAWWW YIPPIE, WE'RE GONNA GET A RC CHOPPER...WE'RE GONNA GET A RC CHOPPER..!!!!!!!
 
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