Warranty Advice Please

[NDallyn]

Some of the recent threads in the forums have got me thinking. I've never had a customer complaint, but what would I do if I did? I'm looking to some of the more experienced makers for answers on this one. Besides defects in materials and workmanship, is there anything related to use or wear and tear that should be guaranteed? Should shipping times be included?

 

[JCaswell]

I've never had a complaint either, but if I did, the policy is 'warranted forever against defects in material and craftsmanship.' I would also be inclined to replace wear components free of charge and probably do my best to fix any 'oopsies' that might befall the knife.

I'd draw the line at obvious abuse (which should be pretty easy to discern).

I'd pay for shipping, certainly on the return trip, and possibly both ways if it's a defect issue.---It's a knife, not a car. Don't be a cheapskate with your customers. Priority mail is $4. That's some cheap customer relations if you ask me.

 

[NDallyn]

I was definitely thinking along the same lines as you. In fact I just polished up an 0-1 chef's blade for a customer this week (after his wife left it in the sink all weekend and it developed a few small rust spots). It took about 10 minutes to get it back up to a mirror finish again and rewax the handle. No charge, although he did buy me a coffee .

I believe that any guarantee should always be understood before payment. The purpose of this thread is for me, a relatively new maker, to see what the established guys think and to be able to have something on paper to give to a customer with their knife.

 

[JCaswell]

I think a lifetime warrantee against defect is something you could put in writing. Beyond that, It's prudent to promise less and deliver more.