Returning a knife for repair/refurb - Etiquette?

[rattler12]

Not sure if this is the right forum, but hopefully it is.

I need some advice please.

Last April, i returned a knife to an overseas custom maker for refrub/refit.

He confirmed receipt around the middle of April, and said he would start work on it in May.

In June, i sent him a private message on a forum where he was, and still is, active. No Response.

A month later , Middle, of July, I sent him an email. He replied back to me saying he had started work on it, he would make it like new.
He also said he was fairly confident it would be finished that week, and that he would send me photos.

Another month passed. Nothing.

So i emailed him and sent him a PM on that forum he frequents. This was maybe 2 weeks ago. Still no reply.


Is this par the course? I've little experience with returning knives to custom makers, so maybe i just have to wait my turn.
However it's four months and counting, so i'm starting to scratch my head a little.

To be completely honest, the knife was not returned to the maker in great condition. Scuffed anodizing. Missing a few screws for the scales, and missing maybe 1/16 of an inch of the tip.
However, it is mechanically sound. Of that i am certain.

Does anyone have any thoughts on this? It's not really a language barrier. Although they're overseas, their English is fine,

Is the maker just making me wait because i neglected something they made?

Is the knife maybe actually beyond repair? (I don't believe it is, as i was never actually rough with it any way)

Or does the maker just not give a damn?

The knife is actually discontinued quite some time now, and is somewhat valuable on the secondary market, if in good condition. So i would like to get it back....

Anyone have any thoughts?

Sorry for the ramble, but seems like maker is giving me the run around....

 

[MercyfulfateXX]

sounds like the maker doesnt care. a lot of them don't once they have your money.

 

[S.Alexander]

It sounds like he is putting you off. You should name him so others can be aware of his business practices.

I would suggest finding a phone number for him and giving him a call. Some people are more responsive when you speak to them in person.

Good luck getting your knife back.

 

[RevDevil]

This behavior is becoming more and more common place. It's very off putting and unprofessional, and should not happen. Any other "business" that conducts their day to day operations or long term strategy like this will certainly not have long term success. My advice is to go to the forum where they are, and raise the issue directly via a thread. Getting blown off is certainly not par for the course and it should not be tolerated. I would further recommend giving your business to makers that actually make a point to deliver good service on time, as promised. It's hard to speculate on "the maker" beyond what you've posted, so asking for more information is really not possible.

As far as production companies are concerned here is what I follow:

Ok, here is my 2 cents on the matter. Anytime you send any knife in for warranty work, you need to include a few extra steps beyond boxing it up and including the prerequisite form. You need to include a handwritten or typed note (if you write like a preschooler), and explain exactly what the perceived issues are, no matter how obvious they may or may not be.
Bullet points man, in your note. It helps also to write on the actual blade at times (do not sharpen). Else how they supposed to know what you want:

Here is an example:
On a clean sheet of paper:
First- put your name and address in the upper left corner. Include email address and phone number, RMA number you were given, and the make, model, serial number of your knife.
Second- outline what you are sending the knife in for. Broken blade, resharpening, replace screws (be specific). Do not assume they know what you are talking about or are needing.
Third- equally important is to outline what you DO NOT want done to the knife. Do NOT sharpen blade. Unless you specify what you want, you might get a nasty surprise as a result.
Fourth- include a blurb given the people fixing your stuff to call you if anything strange appears. This means, if the blade in XYZ needs replacing, and they are no longer being made, you need to know.