SkyRocket22 - Customer Complaint

Petunia D. Feeble

Petunia D. Feeble

I sharpen things.
Knifemaker / Craftsman / Service Provider
Feedback: +93 / =0 / -0
Joined
Jun 30, 2016
Messages
4,695
skyrocket22 said:
I got my Dua's back last week, nice job on the sharpening but customer service sucks!
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I'm all for transparency, so here we go...

No specifics given by this gentleman so I'll elaborate.

He contacted me to inquire about sharpening for a pair of Grayman Duas. The usual, rates, turnaround time, etc. I stated that I could probably get them done the same day and back in the post the next morning as I wasn't busy at the time, but that I guarantee no more than 72 hour turnaround. Same thing I've told a few people now.

I received his knives in the mail on Thursday evening, spent Friday and Saturday doing the blade modification and the sharpening and then sent them back on Monday. I'd have sent them back Sunday, but it was Sunday.

Below is our text conversation in screen shots. I cropped out his number and tried to allow them each to overlap a bit for continuity.

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Hopefully folks can make sense of those.

My wife pointed out that the sharpmaker comment may have come across as condescending. If so I do sincerely apologize. It was meant to be purely informative as a 40dps micro-bevel is nearly a right angle and would cut poorly, if it cut at all.

SkyRocket22 is more than welcome to weigh in as to what specifically his complaint is with my customer service. I've had no contact with him since sending his knives back until he derailed my service thread with the quote above.

Should anyone else have words of advice, I'd be glad to hear them and work to put them into practice.
 
For all the extra work that you didn't even charge for, I wouldn't care if you'd kept my knives a week! I'd just be grateful for you going above and beyond!
 
Reading this thread earned you a customer and I would be happy to send you business. I think it's great when there is someone giving you that much info on your product. When you could have said next to nothing to that guy.


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This ^^^ I got a hinderer wharny with a chipped tip. I don't know if that can be fixed still pretty new to the knife game. But if it can I would like to send it to you


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Update: A valid issue with the knife for sure, but I don't know how I could've caused it and it's not really in line with the original complaint.

skyrocket22 said:
It's really sad you turned the hole story around! But, you did do a good job on the reprofile. The one you removed the blade had a really nice lockup, now it sticks so bad I have to pry on it to unlock. Send it back? I Don't think so, plus I never asked for a mirror edge on either one! I would never ask anybody for a refund, just never use them again. Oh, about the text's we had is not even close to what we talked about on the phone!! Guess you don't have a recording on that conversation??
No reason for me to keep going on this, it's a done deal for me.
Wish you the best.
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T.L.E. Sharp said:
Hmm, that is a shame about the lock stick, but I didn't do any work to the lock face or to the lock bar so I'm not sure what would have caused that. I tested both blades after reassembly to check for any issues in the pivot and didn't note any issues.
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T.L.E. Sharp said:
I've sent an email to Grayman to see if they can retune your lock bar and what any associated costs will be. I'll update as soon as I hear back.
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T.L.E. Sharp said:
Per Sue at Grayman knives:

Screenshot_20160809-060800_zps9dpk01yo.png


Should you decide to send it in, let me know and I'll gladly cover shipping as well as whatever they may charge you. It sounds as though any necessary lock repair would likely be free however.
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+1 for Grayman knives. I don't know what their warranty service is like, but their email response sure is quick.
 
I think you handled the whole issue very reasonably, his mood seemed to zig zag, 72 hours is a very quick turn around time. I will not hesitate to use your services in future.
 
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I have been talking with Bryce now for a while. He is a stand up guy. Do not hesitate to deal with this man.
 
I've also spoken with Bryce a few times and am here to say he is a stand up gentleman that isn't out to screw anyone.
Been in business almost 40 years.....sometimes no matter what you do, you can't fix stupid. The sense of entitlement shown is nauseating.
Surprised he didn't want you to deliver the knives personally the second they were done!
Ignore list groooows!!
Joe
 
This is quite the head scratcher. The lock sticks from being sharpened? That's sort of impossible. I think my turn around was a bit higher, and either way if you get the knives back in less than 2 weeks from being sent that's pretty good turn around. Complaining about mirror edges is what really confuses me, why would somebody be upset that the edges were made great for free? It doesn't look like there was a specific request for a lower grit toothy edge, so mirror is just icing on the cake.

Bryce has been nothing but courteous. By far the best experience I have had with a sharpening service.
 
dkb45 said:
This is quite the head scratcher. The lock sticks from being sharpened? That's sort of impossible.
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I'm thinking he's implying that it was put back together wrong. I'd put some pencil lead on the lock interface before I'd start complaining about something like that. Plus, from being a Strider junkie, I'd rather have some stick than some wiggle..
 
not sure there ever was a real problem there......at some point buyer seem to "dude just get it done for me and send back please"..... and then you seemed to have taken it as he was unhappy and such. course maybe he was? i wouldn't have taken it that way at all.......but see that's the problem with typing and texts, it doesn't give good reference to what is actually trying to be communicated. like how your wife read your spyderco sharpmaker comment as condescending. i didn't read it that way at all. i took it as you being helpful and informative. i read that whole chain very differently than you two who were involved in it. maybe that's cause i read it all wrong, i won't deny that as a strong possibility.

interesting, how what seems to not be a failure in service, delivery or anything went sideways somehow via text messages.

nice work on that knife, and doing the extras free of charge btw. shame things can go south when they don't need to.
 
Your client has a bitchy attitude, but as a service provider, it is great that you stayed neutral and polite.
 
jbmonkey said:
yeah i missed that link with more details...thanks for that. even with the cut and pasted pieces in the op, reading it in pattern under that post says a whole lot more than i read into. at least i admitted i was maybe reading it all wrong.:)
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You're absolutely right though. Text doesn't always read the same way to everyone. I've been accused in the past of injecting an unintended "tone" into a text message or Email.

In today's market though, text is just safer still. Unless you're going to record phone calls, text just offers more protection for all parties when a scam occurs.

I do want to say though, that this individual was absolutely NOT A SCAMMER. He paid for the job up front in a timely manner, refused the refund that was offered and to date, has sought no retribution through PayPal. We've seen plenty worse than a bit of negative feedback here on the forum. This was really pretty light.

I just wanted to make sure every bit of information I had about it was available for current and future customers of mine to see before making a decision about using my services.
 
Cjwknives said:
Reading this thread earned you a customer and I would be happy to send you business. I think it's great when there is someone giving you that much info on your product. When you could have said next to nothing to that guy.


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Click to expand...

Exactly this. Come to think of it, I do have some knives which could use some work.....
 
Judging from what we read in this thread, TLE Sharp did nothing wrong and actually went above and beyond. I would say Bryce was extremely professional (and mature) even though the client was a clown and unreasonably obnoxious for no good reason at all.

I would have no qualms about sending my knives to TLE for work.
 
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