Spark -- Thumbs down. Product No Show. Terrible Communication.

Status
Not open for further replies.
Delkancott

Delkancott

Feedback: +22 / =0 / -0
Joined
Dec 30, 2010
Messages
615
Good Evening All,

I'm not certain if I'm alone here on BF, but over the past two and a half months I've had a very bad purchase and customer service experience with Spark, BF HPIC.

On February 7 I ordered one (1) Wilderness & Survival Skills (W&SS) patch via Paypal. The money was moved from my account, the item was paid for, so I waited. A few weeks went by and still no patch so I was curious and emailed Spark (Kevin). His response was almost immediate, saying the patch was in the mail, to keep my eye out.

I did keep my eye out. It didn't come. Nearly three (3) weeks later, I PM'd Spark again as no patch had come (PM sent on March 17, patch ordered February 7). He replied the following morning saying a big order was going out at weeks end. No other explanation, no clarity.

Two weeks later and still no patch. I emailed spark expressing my disappointment as it'd been nearly two months and I had not received the product I paid for.

No response.

Two and a half weeks later (now April 18 from a February 7 order), I still haven't received a response. I express further disappointment about the bad transaction, particularly the very poor communication, and mention I'd like my Platinum Membership refunded (Yes, I paid $50 to support this terrible customer service). Today is April 22, still no response.

In addition to these emails, I sent a few PMs, but unfortunately my user options were still set to default and did not save any of my outgoing PMs. No PMs except the one early one (February 25) was returned.

Also, posts were made in this thread, but did not help my efforts.
And no, despite the Monday shipment mentioned in that thread, no patch came today.

So, why am I complaining. I am upset with the poor customer service. I understand things can happen in transactions, I understand things get lost in the mail, and I understand that things take time. However, I do not understand the piss poor customer service. Why is that Spark only replied to the easy emails and not the ones where I was upset? Why is okay to ignore supporting members of your forum? Personally I do not think it's okay and I wanted others to know about it.

Thank you for your time spent reading.

Please see my email tranasctions below:

From: Daniel King
To: elsparkodiablo@yahoo.com
Sent: Fri, February 25, 2011 1:26:17 PM
Subject: BF Patch

Good Afternoon,

I was just emailing to check the status of an order. I received my ESEE AH1 in the mail today from you, but have not received the patch I ordered. I am not in any rush, but just wanted to be certain the transaction wasn't lost.

The purchase was made on February 7 and the Unique Transaction ID is #3HH193195B699660Y if you need to reference it.

Many thanks and great forum!

Dan

From: Kevin Schlossberg <elsparkodiablo@yahoo.com>
Date: February 25, 2011 2:27:41 PM
To: Daniel King <>
Subject: Re: BF Patch

Patches went out earlier this week. Keep an eye peeled for them. :)

From: Daniel King
Date: February 25, 2011 2:29:19 PM
To: Kevin Schlossberg <elsparkodiablo@yahoo.com>
Subject: Re: BF Patch

Thank You. Amazingly quick reply btw :-)

On Thu, Mar 17, 2011 at 10:05 PM, Delkancott @ BladeForums.com wrote:

This is a message from Delkancott at BladeForums.com ( http://www.bladeforums.com/forums/index.php ). The BladeForums.com owners cannot accept any responsibility for the contents of the email.

This is the message:

Good Evening,

I was just emailing to check the status of a patch order. I have emailed several times before and not seen any responses to my questions (save the first email which said the patch was underway). I would just like an idea of what's going on.

Thanks,
Dan

From: Kevin Schlossberg <spark@bladeforums.com>
Date: March 18, 2011 4:55:43 AM
To: "Delkancott @ BladeForums.com"
Subject: Re: Wilderness Patch

Large batch going out tomorrow or Sat

From: Daniel King
Date: March 18, 2011 8:00:39 AM
To: Kevin Schlossberg <spark@bladeforums.com>
Subject: Re: Wilderness Patch

Okay thanks. The only reason I can think it was lost in the mail before was that my unit number (308) was left off the address. It is on the paypal information, but is on a different line.

Thanks,
Dan

Sent from my iPhone

From: Daniel King
Date: March 31, 2011 4:56:12 AM
To: Kevin Schlossberg <spark@bladeforums.com>
Subject: Re: Wilderness Patch

Hi Spark,

I wanted to let you know I still have not received the patch. I don't know what's happening, but since the arrowhead made it here, I don't understand why the patch hasn't. However, knowing that this has been quite a process and that I ordered the patch nearly two months ago (see below) I think I'd just like my $5 back at this point as I don't think the patches will ever find me.

My paypal address is <removed>

Thanks,
Dan

<Paypal transaction image removed>

From: Daniel H King <danielhking@me.com>
Date: April 18, 2011 12:03:35 PM
To: Kevin Schlossberg <elsparkodiablo@yahoo.com>
Subject: WSS Patch

Kevin,

I have attempted many times to reach you and find out why I haven't received my patch or (as I pointed our in an earlier email) a simple refund.

I ordered and paid for one patch on February 7, 2011, more than two months ago. Worse than not receiving the product I spent money on is the total neglect I've received in terms of communication. You have responded to only two of my many emails and pms. That is unacceptable. Not only did I buy a good from you, but I also supported your forum at $50 this year, but have only received terrible customer service. I have not been hasty or unreasonable either, in fact, I've probably been too lax in letting this go on this long.

I would like my money refunded for the patch and I'd also like my membership refunded. Had I known how I would have been treated by the HPIC I would not have supported your forum. I know there are good people there and valuable info, but this is unacceptable.

In no happy terms,
Daniel King

P.S. Paypal information below:
<Removed>
 
Shawn B. said:
Have you tried contacting him on the phone?
Click to expand...

I did not contact him by phone. To be honest, I don't think I've seen a phone number posted anywhere, but even if there were a number listed, that doesn't excuse his ignoring of a customer's email.
 
Post here and he will probably see it. He doesn't venture outside the Tech forum often. Lots going on these last few months with prepping for the software change, getting orders out, upgrading memberships.

Post in the thread above and I'm sure your going to be well taken care of.
 
Delkancott said:
I did not contact him by phone. To be honest, I don't think I've seen a phone number posted anywhere, but even if there were a number listed, that doesn't excuse his ignoring of a customer's email.
Click to expand...

LMT66 said:
Post here and he will probably see it. He doesn't venture outside the Tech forum often. Lots going on these last few months with prepping for the software change, getting orders out, upgrading memberships.

Post in the thread above and I'm sure your going to be well taken care of.
Click to expand...

At http://www.1sks.com/store/ you can find contact information at the bottom of the page.

As LMT66 said, post in the thread already started http://www.bladeforums.com/forums/showthread.php/838698-BF-patches
with a link to this one so you don't need to go into detail again.
 
I can hear that you are frustrated and upset at the non receipt of your item. You paid for something and did not receive it so you have a right to be.

I can assure you that there is no intent on Kevin's part.

He is a very busy fellow and more so in the past few weeks while he has been upgrading and rebuilding the Forum with the new software. That is not an excuse for what has happened I am just telling you about the reality of his life.

I know that as soon as he sees this he will sort it out asap.
He is a VERY honorable straight fellow and while I understand your frustration do not think for a second that you have been ripped off........

Sometimes in life things fall through the cracks as has happened to you. You do have a right to be upset but let me assure you that he will make it right and you will receive your item.

Please I urge you not to allow this experience to taint your enjoyment of BF. You are a member of the best knife discussion forum on the planet and I promise you that your membership subscription was money well spent. BF has the most fantastic people with unbelievable knowledge and passion for knives. Stay here, participate and enjoy the forum.

I assure you again it is an honest mistake which will be put right.

Steven
 
Kevin has been burried in technical issues in the upgrades to both hardware and software to keep this site afloat. With so many irons in the fire its easy to drop one. By posting your issues here I'm sure it will be resolved. Like others have said Kevin is straight up and honest. Hang on to your membership, there is no need for hard feelings. One has to be a bit patient when glitches arise like your order, happens all the time even to the best folks.
 
I seriously doubt he's been involved in the site upgrade since early February when its now almost May. Doesn't matter if he's up to his neck in it, he's supposedly a businessman and therefor I don't see a reason why the patch shouldn't have been sent out.
 
It was sent out. It was sent out twice actually. Doesn't excuse me from making sure he actually got it. There have been a number of patches that have just been "eaten" by the sorting machines the USPS uses, or lost, or stolen, or whatever. Just disappeared into the void - a couple times I've gotten fragments of the envelopes back, most times not even that. Quite frankly, this whole patch mess has me disgusted with sending out merchandise for BFC because it's been such a giant pain in the ass compared to using UPS. When we've sent out forums stuff through UPS, I've NEVER had an item go missing; or if it did, it was refunded promptly.

Daniel, you'll get a paypal refund by end of day, and I'll void out your membership too. If you patch makes it, great. Sorry about the inconvenience.

Everyone else who's missing a patch, I'll be making a thread in Tech Support for replacements.
 
Well, Kevin has always been 100% responsive with me, must be a pirate thing.

In any event, the phone is a great tool that prior to the world of E-mails and text messages always got them questions answered.

As to giving up your membership here at BFC; what does that have to do with kevin, he does not profit one penny from membership fees!!!
 
If he's not happy with the service, he's not happy. He wants his membership refunded and he doesn't want to be on here anymore, so I'll take care of it. Not a big deal. We've never twisted anyone's arm to be here.
 
Thanks for understanding. No ones happy it came to this, I'd imagine especially the involved parties, but it's reached it's end and is resolved.
 
i know what spark is talking about when he says the sorting machine eats mail. i was sent a letter that had a cutout of a knife blank made from aluminum that was a business card. the sorting machine ate that piece of mail and luckily only bent the card/blank. the other contents however never fared so well :(.
 
Refund sent. Enjoy the ESEE arrowhead that you've gotten. Sorry about the patch.
 
I appreciate the refund, but I just wanted to point out that as I mentioned earlier, it wasn't about the product or the money, rather it was the lack of communication that made me unsatisfied.

Edit: thank you again, and please feel free to close the thread.
 
Man wants to leave, then the man wants to leave. His loss.... This site makes my favorite hobby even more enjoyable and don't know what I'd do without it.
 
Status
Not open for further replies.
Back
Top