TAD Gear

Business, as in any management position, requires the proprietors to be (or become) the experts in "all aspects" of that business. I discovered, early in my management experience (which began in ’83), how painful it is not to be “the expert.” And if not “the expert”. . .extremely well versed in every aspect of all operations that ensures customer satisfaction, whether the “customer” is internal and or external.

And this is in no means to tell nor guide you in how to conduct your business and affairs

It’s very unfortunate that the USPS counter person provided you with erroneous information. And it’s unfortunate that we can’t trust those behind the counter to provide us with the correct information ! That’s life (yet, something that you can correct on your end).

And true, there is absolutely no reason to get into an argument with the postal staff. That doesn’t mean that higher levels of supervision could not have been brought in to clarify the questions/answers - when not "the expert" or "extremely well versed" in how they service you.

I take it, by your responses, is that the terms you offered partial serrations was that “no insurance – no responsibility for lost or damaged goods.”

I can’t see where he can be held responsible for an agreement where the information provided to him was in error.

I’ve done business with TAD in the past. . .and I think that you guys rock !

You might want to reconsider. But, that’s up to you.
 
All that has to done is to call your credit card company and have the charge reversed. You should first find out how long you have to do this. Then you might want to wait until just before the time limit is up. That way you will have given the USPS as much time as possible to get you your package and been as fair as possible to TAD.
 
I'll throw in a couple of tid bits.

A few years ago I bought some non-knife stuff and had it sent to my APO address. To make a long story short.....the Fooking package floated around post for 30+ days before I finally got it.

Another time I won a knife on ebay, but the delievery date came and went and no sign of knife. I hounded the seller and pounded the mail clerks about it but nothing. Almost 3 weeks later I went to check again and all of a sudden from the deep crevices of the mail room out they pulled my package. They had it the whole time.
:mad: :mad: :mad:

Go beat the Mail clerks about it, I'll bet the knife maybe either somewhere on post or stuck at customs.
 
I have never dealt with TAD.

However, I have dealt with the APO for years. I mailed a box to myself once while home on leave to my address back in korea. It took 3 months to get to me!

I expect your package to arrive. However, APO is not consistant.
In the past I had retailers send me another shipment since the first had not arrived. In all but one case the original shipment finally got there and then I had the hassle of returning the spare.

TAD should be nice enough to respond to your emails. However, I don't think one can blame them for the APO mail system.

Some retailers I have tried to order from simple refuse to ship ANYTHING to an APO. They have had too many bad experiences with it over the years.
 
There is no finer gent than PartialSerrations.
Anyone who wants to take the trouble to look up his previous posts can only but agree that he is an eloquent, likeable and kindhearted individual.
All who have had dealings with him can vouch for his honesty and integrity.
I received an e-mail that said that he had been banned at USN, because TAD did not like his "attitude".
If this is true, I can but shake my head.
How USN members can tolerate such actions is an inditement of their sense of fairness.
How makers can support such a place astounds me.
Dirk
 
What is USN?

I can only think of the Navy and I know that's not it.

I haven't seen anything here that would make me think ill of the man.
 
To Quote Oupa:

"There is no finer gent than PartialSerrations.
Anyone who wants to take the trouble to look up his previous posts can only but agree that he is an eloquent, likeable and kindhearted individual. All who have had dealings with him can vouch for his honesty and integrity."


That would include me.

-------------------------

I hope it all turns out for you PS.
 
USN = Usual suspects network, never been there myself, I'd probably get banned if i went.

Sounds to me like with all that's been said, that he might need to wait 2 more months before getting concerned.
 
The way I look at it, he was told upfront that it was a risk and he agreed to take it. If TAD says that they could not insure/track the package and that he told them to ship it anyway and it got lost/stolen by Korea customs or someone at the APO, then the buyer assumes that responsibility for that loss. HE AGREED TO IT. If he had declined the agreement, TAD would not sell the knife. Period.

If you are in business and you know that shipping to an APO is a risk and you might lose the package why the heck would you do that? TAD does not need his business bad enough to warrant the risk. As a service to the men and women that protect our country, they do it as a courtesy. They always explain the risk to the buyer. Most times the knife will get to where it supposed to go. In this case it has not. That is too bad. There was no guarantee that he would get it. He made the deal (sales contact) and this was the outcome. He gambled and lost.

I feel badly for the buyer, no one wants to loose money. But when you do something that has inherent risk, you do so with the knowledge that you might loose. Your accusation that TAD is not responsive, is also unjust. I know first hand that they are very responsive to both calls and emails. The thing that everyone needs to remember, it that they are a small business. During the holidays they are very busy processing orders and fulfilling back logs. Sometimes an email might not go answered right away, but I doubt that he waited much longer then what would be considered reasonable.

His attitude is not helping him with is case. In my dealings with TAD and other retailers, being reasonable and exploring options and ways to resolve the situation goes a lot further then being accusatory and on-line flaming.

The TAD guys are excellent and upstanding people. They are honorable and trustworthy. You should rethink your approach in dealing with them. You have only looked that this situation through your eyes. Try to put yourself in their shoes...

S.
 
I think the major key here is this CUSTOMER purchased a high dollar item from a RETAILER who shipped the item UNINSURED and it looks to be lost in the mail. To me, this is a no brainier. The Retailer should insure each and every item or be responsible if it doesn't make it to the consumer.

The thing is when we go to the post office and they tell us we cannot insure these items, we don't argue with the post office staff.
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As a RETAILER that specializes in "Law enforcement and Military tactical gear" I would imagine that US Soldiers are a large part of your target audience, as such I would think that the safety of what is most likely hundreds of high dollar packages would not be left up to one postal employee unknowledgeable answer.

For what its worth, I think it will still show, but if its doesn’t I would expect the cooperation of the retailer. If not, I would file the Chargeback paperwork ASAP.
 
Exceptional organizations are determined by how they handle exceptions. I've had nothing but positives with TAD although I was banned from USN on the same week that I lost a major political election 3 to 2 where I expected to lose 10 to 1. Very painful week.
This should be resolved or someone'll (volunteers or me) coordinate a collection to get you whatever you'd like at no expense to you. A good company assumes responsibility for the item until it's in the customer's hands - opinion only.
 
If TAD has not been responding to e-mails, that is sad. Businesses who put up a storefront on the web _should_ be just as responsive to customer service requests via e-mail as they would on the telephone. Too often they are not.

In some cases it may better just to pick up a phone and call, but in PartialSerrations' case, e-mail is a necessity, as I imagine overseas phone charges could add up.

Insurance and International Shipping difficulties aside, leaving a customer in the dark when you have his money is bad business. It leaves behind hard feelings that are hard to overcome.

It appears a TAD representative has registered here for the purpose of controlling the negative-PR from this issue (assumed because of the post count). They state that if the customer would like to resolve this privately, rather than in a public forum, it would be better. If they responded to his e-mail inquiries in a timely fashion, it is likely he would not have felt the need to go public.
 
Aux, you have made a very valid point.
I buy, no goods, I ask, no reply, what do I do? - GBU.
Just ignoring a customer and his complaint and them attacking him because he went public?
Poor show.
Dirk
 
Posted by Sidewinder:

The way I look at it, he was told upfront that it was a risk and he agreed to take it.
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He made a decision based on erroneous information that he was given.


Posted by Sidewinder:

If you are in business and you know that shipping to an APO is a risk and you might lose the package why the heck would you do that?
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It doesn't matter if it's going to an APO/FPO or not. Every time we ship with UPS, FedEx, USPS, etc. . .we run the risk of losing the item.

That's what insurance is for. . .to cover the loss.


Posted by Sidewinder:

His attitude is not helping him with is case.
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While were not privy to the e-mail exchange between the 2. . .I don't see in his post where he has an attitude. His post was well documented, concise and to the point.


Posted by Sidewinder:

. . .on-line flaming
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Flames: Insults, lies, accusations, etc. that are designed to hurt or otherwise damage another's feelings or reputation, and have no basis in fact. If the comments are based on facts and the truth, then they are not flames. Moderators and the Administrator have the final word on what constitutes flaming.

Please, point out where he "flamed" any one.


Posted by Sidewinder:

The TAD guys are excellent and upstanding people. They are honorable and trustworthy. You should rethink your approach in dealing with them.
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There are hundreds, if not thousands, that have had excellent dealings with TAD, in the past. But, their past stellar performance has no bearing on this situation. . .simply, PartialSerrations evidently doesn't feel that his case falls in the catagory that so many others have experienced. And there is absolutely nothing wrong with that.

Posted by Sidewinder:

You have only looked that this situation through your eyes. Try to put yourself in their shoes...
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Two-way street.


Keep in mind. . .

The Good, The Bad and The Ugly

This is your area to tell about your experiences (Good or Bad) with dealers, sellers, and individuals you've bought, sold, and traded with.
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;)
 
Originally posted by TheBadGuy
I think the major key here is this CUSTOMER purchased a high dollar item from a RETAILER who shipped the item UNINSURED and it looks to be lost in the mail. To me, this is a no brainier. The Retailer should insure each and every item or be responsible if it doesn't make it to the consumer.
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He made an agreement with us the TAD will not be responsible for lost or damaged items.
 
Originally posted by Aux
If TAD has not been responding to e-mails, that is sad. Businesses who put up a storefront on the web _should_ be just as responsive to customer service requests via e-mail as they would on the telephone. Too often they are not.

It appears a TAD representative has registered here for the purpose of controlling the negative-PR from this issue (assumed because of the post count). They state that if the customer would like to resolve this privately, rather than in a public forum, it would be better. If they responded to his e-mail inquiries in a timely fashion, it is likely he would not have felt the need to go public.
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We have responded to his emails in a timeley manner, with the exception of our Christmas vacation.

Are we not allowed to defend ourselves?
 
Originally posted by oupa
I received an e-mail that said that he had been banned at USN, because TAD did not like his "attitude".
Dirk
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You have no idea what you are talking about.
 
I sure hope that something can be worked out that can create a win win situation here.

TAD has a very good reputation and I am confident that they will work with PartialSerrations to come to a workable solution.

There is no need for sides to be drawn on this issue at this time. What needs to be done is for something to be worked out between the two parties involved. It looks like that has begun.
 
I guess I see this much more simply than some others do. Regardless of whether or not insurance/delivery confirmation is available when shipping to an APO, TAD believed it was not. They TOLD that to the buyer, twice, in advance, and made sure he acknowledged and accepted those risks before they completed the deal. Now, the worst has indeed happened, and he STILL wants them to make good on the deal. Say what??

This is quite simply a transaction where, due to outside factors, someone is going to lose. I believe that should be the person who knew, and took, the risks inherent in the deal. TAD pointed all this out, in advance, as they always do. Why should they be held responsible for what went wrong? Partial Serrations took a costly, but calculated risk, and lost. Plain and simple.

On a side note, how, exactly, is TAD supposed to know that the people at the USPS are giving them bad information, and know to go over their heads to a supervisor?? How do you know to ask for a repair on something you have no way of knowing is broken?? For myself, I've been told at no fewer than FOUR Post Offices spread around the East Bay/San Jose area, that you cannot insure, or get delivery confirmation, on a package going to an APO. I guess there are a lot of poorly trained, lazy, or uninformed USPS workers out there. How, exactly, does that make this screw-up TAD's fault??

Just my 2 cents, of course..................YMMV
 
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