Some advice needed please

Yanno .... I think the vendor honored his policy fairly. I do wonder know how many customers he has that have spent $11,500 on his wares. Maybe he has all he needs.

It seems to me he might want to go out of his way and bend his rules to take care of a good customer. There's allot of websites where Frazer B can drop his next $11,500 in knife purchases.

If it were me I'd let the vendor know, in no uncertain terms, that his decision on how to handle my request will cost him my business. That's fair too.

Just because you are right doesn't mean you win.
 
An interesting circumstance took place in the 1990's in the form of the CITES treaty. Basically banning the export of Elephant Ivory.

What this did was decrease the demand for Elephant Ivory and increased the price for fossil Walrus, Mastodon and Mammoth.

Three reasons (and the third one is most germane to this discussion).

1) Elephant Ivory went up in price (even though there was TONS of legal Elephant Ivory already in the US).

2) Elephant Ivory had a nasty habit...it cracked. This of course to many collectors left the knife completely disfigured and nothing could be done about his grotesque check in the Ivory. :rolleyes:

3) Fossil (Technically Mineralized Ivory) Ivory had cracks..which of course where the chemicals settled and gave the Ivory some of the great greens and blues! So this Ivory was less expensive and the cracks were tolerated...sometimes even encouraged!

However, cracks are cracks and sometimes, well they crack leaving little pieces or in some cases the scales explode.

Dealers are not makers...as such they have no ability to fix or repair anything.

Almost all will tell you (as will the makers) that they do not guarantee natural handle material from shrinkage (which is what creates the cracks).

Is there anything the dealer could have done in this case? No. You paid your money and took your chances with shipping the Ivory.

Could he have given the customer right to first refusal when the knife was repaired. Legit question, if it was me I would have said yes.

That being said, I suspect there is more to this than is being relayed. Either an issue with vulnerability of the natural handle material or perhaps the maker wanting to be paid for the repair...who knows???

The dealer offering you a full refund is being professional. If the damage was done during shipping that is what insurance is for. However, most overseas customers ask for a "lowered" value to avoid paying import fees. I don't know if this was the case here. If not, I would file a complaint with the shipper and use some of the insurance money to get it fixed or at least be reimbursed for shipping.

This sounds like a case of "Nature" taking its course with regards to the piece of Ivory chipping off. Question do you know if it was stabilized? Or at least having a good coat of super glue??

Frazer, you could always order one directly from the maker.

WWG
 
Blackwind
It has been a nicety that i have given this business my loyal trade, I have bought many items that i could have aquired elsewhere (Surefires, Sebenzas, Books, Batteries)
Their emails were not cordial, please check the meaning of this word and then re-read the email. The change in tone from the previous emails upset me.
People re-shop at companies because of brand loyalty, this is a two way street. Companies that follow their policies to the letter have no common sense if it means losing a good customer. Customers spending a lot of money like to feel special.
When i go to a restaurant a lot i expect a good seat, do they have to give one, No. Should they- what do you think?
I would also suggest that with your views you never become involved with retail.
It's very easy to say I'm being unreasonable when It's my money i have spent all year and not yours.
WWG
I appreciate your input but please read all the previous posts before getting involved. The knife was damaged before it was packaged, this is what i find so irritating. It is a massive annoyance and waste of energy for me to fix or send back a knife that should have been checked before posting.
They did not check the knife
They sent me a damaged knife
I have to go out of my way to send them the knife back and wait for a refund
They have not offered any apology or compensation.

Why should i have to go to all the trouble of sending back this knife - that was damaged before they sent it to me - For nothing, when they have turned a tidy 30%? profit on the second knife in the package i received.

And i know about Ivory, here is one from the collection
http://i256.photobucket.com/albums/hh200/FrazerB2007/viviane1.jpg

If this is how good customers are treated in the US then i would not expect an economic upturn anytime soon

Frazer

Joss
Which retailer are you? :)
 
Frazer,

I was going to avoid posting in this thread as I can see both sides of this issue. BUT, when you turn this into a " if this is how customers are treated in the US ...." fiasco, then you are going in the wrong direction.

90% of my knives have come from the US, and the customer service I have received from dealers and makers there can put some of our European players to shame. It is not about the country it is about the people!

In your case, what I read is that you are being offered a solution that leaves you in the same position as before you bought the knife .... except for small the inconvenience of a couple of hours to pack and post the return.

The reason you have to spend these few hours to sort it out (probably less time than your complaining on the forum) is because of pure bad luck. You cannot prove that the knife was damaged before it was shipped, neither can you prove the vendor knew about it before shipping. All you have is your assumptions and you could be wrong.

The absence of a "first refusal" option is frustrating, but that is the vendors choice .... and right. If you don't like it then let your money do the talking by shopping elsewhere ..... stamping your feet because you can't get your own way (compensation or first refusal) may make you feel better in the short term, but may cost in the long term as you inadvertently damage your own reputation. There are plenty of alternatives to the dealer in question.

As Kevin said, chalk it up to "one of those few" pieces of bad luck and move on. Try dealing direct with the maker, you may end up with a better knife with a bit of patience, and the interaction is very rewarding.

Stephen
 
Frazer B said:
Perhaps 'across the pond' we are used to being treated a little better as a loyal returning customer, perhaps that is why the pound is strong.
Click to expand...

Frazer B said:
Maybe this will inspire me to set up a good European based retailer.
Click to expand...


Frazer B said:
I understand that Knife collectors, retailers and knife photographers have a close relationship in the US and feel that i must be treading on peoples toes, otherwise common sense would prevail.
Who would really lose a customer like this with economies in such poor shape?
Click to expand...


Frazer B said:
If this is how good customers are treated in the US then i would not expect an economic upturn anytime soon.
Click to expand...

:jerkit:

Roger
 
I can see both sides here. Just a few thoughts.....

Any half decent maker could fix the small spot in less than one hour, no need to replace the scales.

Most custom knife dealers are very customer friendly but a few are not. It's your money, I would look else where in the future.

Most of this makers folders look about the same. Why not just return the folder for a refund and order another from the maker???
 
1197211074.jpg



Mitch
 
I would rather let this thread die, I don't think we are getting anywhere new. I came here for another solution and I have one. I have answered posts as best as I can. The horse is dead and the cows have come home.

Each person has a different opinion and that is their entitlement
.
Please don't take my comments about the US economy personally, we are just suffering a bit in the UK due to the bad debts in the US mortgage sector. Banks are struggling to cope with the losses and so we hear constantly of the problems the US is having financially.
I feel in hard times it is probably best to hang on to as many spending customers as you can,
In my humble opinion, an improvement in the level of concern over customer satisfaction is a great place to start.

In the UK I would get an apology if somebody mailed me a damaged good.
If I was a good customer and the business suspected the item had broken in transit I would get an apology also, it’s called good customer service. Repeat business is always better than no business. If I had complained of the same problem again my honesty may be questioned, but not the first time.

I would like to ask anybody that has questioned my honesty to please refrain from judging me by their own standards.
I have dealt with many US dealers and makers, I have never had a problem till now and also thought I had been getting good service, it is when a problem arises that you really find out though. I will certainly think twice before ordering again and I hope anybody I buy from thinks twice before sending me broken goods.
I feel sorry for anybody that believes I have been treated intelligently by the dealer
People can keep posting and I can keep defending my position, or we can leave this here.
Thank you very much to those that have helped,
Touché to those that are of differing opinions but polite
For those that have been rude, please do not come crying to me when you have a similar problem.
An Englishman will never be treated unfairly and take it lying down, remember this.

Roger P
You have been rude throughout this whole thread, The little symbol is really very brave sitting behind your screen in your slippers but I would love to see you do that to my face. Rude symbols are for cowards and little scared men.
 
Frazer B said:
An Englishman will never be treated unfairly and take it lying down, remember this.

Roger P
You have been rude throughout this whole thread, The little symbol is really very brave sitting behind your screen in your slippers but I would love to see you do that to my face. Rude symbols are for cowards and little scared men.
Click to expand...

1. As far as being treated unfairly and taking it lying down....care to explain to me how "fair" UK gun and knife laws are, compared to the US?;)

2. Roger is neither little or scared.....and I happen to know him a little, personally. He has heart like a lion.

You are new here...please, stay, become one with our community, and chill out.....let it die and move on.

Best Regards,

STeven Garsson
 
Kohai999 said:
You are new here...please, stay, become one with our community, and chill out.....let it die and move on.

Best Regards,

STeven Garsson
Click to expand...

Good advice there :)
Send the knife back, use the money to buy something else.
 
I would rather let this thread die, I don't think we are getting anywhere new.

That might be remotely believable, If a half-dozen paragraphs didn't follow.

Please don't take my comments about the US economy personally..

Riiiight. ;)

In my humble opinion, an improvement in the level of concern over customer satisfaction is a great place to start.

I have seen no evidence of humility on your part. Just a lot of whining about a dealer who only wants to give you a full refund AND cover shipping. Guess you think we ought to string him up. :rolleyes:

For those that have been rude, please do not come crying to me when you have a similar problem.

Don't hold your breath for anyone to come crying to you Frazer. You'll turn several shades of blue.

An Englishman will never be treated unfairly and take it lying down, remember this.

Do make a concerted effort to get over yourself, will you?

Roger P
You have been rude throughout this whole thread,

Hilarious, coming from you.

The little symbol is really very brave sitting behind your screen in your slippers but I would love to see you do that to my face. Rude symbols are for cowards and little scared men.

Spoken like a true internet tough guy. :jerkit:

Roger
 
flava said:
Good advice there :)
Send the knife back, use the money to buy something else.
Click to expand...

Yes, VERY good advice. It had been suggested by more than a few. But our friend, I suspect, is not in search of a solution. He is in search of attention.

Roger
 
People here are sometimes way too willing to grant someone's the benefit of the doubt.
 
Hi Steven

Thanks for your input
1. http://news.bbc.co.uk/2/hi/americas/4371403.stm
2. I do get the feeling that a lot of people know each other.
Roger insults from safety, hardly something to be proud of.

I really am not here to make enemies
I think I got spoilt with the Busse business model where people understand good customer service. They set a very good example of how to operate. I also would never have this problem dealing direct with the knifemaker. I think I'll just avoid retailers if this is how they operate.

Hey Flava
Why should i have to go to all the trouble of sending back this knife - that was damaged before they sent it to me - For nothing, when they have turned a tidy 30%? profit on the second knife in the package i received.
Click to expand...
I don't know how to do the quote thing so i cut and paste this from earlier.

Roger
Just seen your latest vulgarity. I have only responded to posts since my Thread starter, stop posting and I'l stop responding, hardly attention seeking. i never named the dealer so why would i want you to string them up. All i have ever said is that in my case they handled the customer services badly. I would use rude symbols but i can't as my mother did too good a job raising me.
 
One of the resolutions that you asked for was for the dealer to arrange the delivery of a new antique ivory scale. If I heard that request, it'd sound like red flags to me. That dealer would still be offering you a refund and be out the ivory. Thanks for linking the bbc info. Good to know the kinds of tidbits that are meaningful to someone.

Take care, Craig
 
Frazer B said:
Roger insults from safety, hardly something to be proud of.
Click to expand...

You don't say? Ever consider that this observation cuts both ways? Nah, probably not.

Frazer B said:
Roger
Just seen your latest vulgarity. I have only responded to posts since my Thread starter, stop posting and I'l stop responding, hardly attention seeking. i never named the dealer so why would i want you to string them up. All i have ever said is that in my case they handled the customer services badly. I would use rude symbols but i can't as my mother did too good a job raising me.
Click to expand...

Just so we're clear, this is you letting things die, right? :rolleyes: One can't help but what wonder what your strategy might be if you were in fact trying to perpetuate the thread and prolong your little hissy fit. ;) No doubt it would be as curious a strategy as attempting to claim the moral high ground while insulting my mother. :D You are a scream - and you are doing a fabulous job of revealing exactly who and what you are. Keep it up, chuckles!

Roger
 
I can't wait until this threads devolves to discuss the British involvement in the atrocities in Northern Ireland during the past 30 years... :rolleyes:

-Michael
 
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