With William Henry, Matt Conable is the primary designer of the brand. He paid his dues for many years working with David Boye and came up with a new business model for high end knives. David Boye is one of the pioneers of custom knife making and one of the first to turn it into a production business. The William Henry business model is different from all previous knife making business and highly successful which engenders some jealousy. AFAIK, William Henry is the only fully US company to use ZDP steel. AGRussell uses it, but the knives are made by a Japanese owned company in their US plant. That's quite a business coup.
William Henry does not depend upon the "knife collecting crowd" for sales. They do not keep models open for years, runs are in the 100s or less. They keep a basic blade and handle design alive, but the rest changes. From what I've read, he has employees at a shop plus contracts specific artisans for some of more dramatic work. There has been very little press about how the business is actually run. Some "rumors" state that some of the artisans are also custom makers on their own.
To standard collectors, the knives are great, but don't have a "name" of a famous maker attached to them. There is not any "personal" contact involved in the sales, and you cannot order exactly what you want. The knives hold value, but cannot be flipped for extra profit. So for the denizens of the Custom subforum, the personal attention, the money making opportunity and the customized design is not available, thus William Henry is not their "cup of tea."
They are great knives. I can't speak of their customer service, because the two I have don't need it