Just me.
Born and raised in an environment and spending 35+ years in it, plus years in other businesses dealing with the Public, Vendors, Wholesalers, Suppliers ...who name an aspect,...etc.
SERVICE is very important.
Here is the deal. I would have contacted Kershaw and been very sincere and polite about this matter. I would not have hung the laundry out for all to view.
Service policies vary. Sometimes depending on policy, the item is just replaced with a new one, faster, simpler turn around. Sometimes it is fixed, and sent back. Often times items sent in are put in a "pile" to be sorted out later, to scavage parts and all.
One thing I can share up front. The nice folks that were sincere, that did not fuss, rant , rave, and let everyone know there was problem - got the better service. I/we would understand the sentimental value , and just be honest "Yes we can / no we cannot replace, repair and leave that ____ as it is now, part of the refinishing or whatever process".
I/we understood all this, and we bent the rules and maybe sent them the old one, and a new one, N/C trying to Service best could.
The ones causing trouble - hey, too many folks being nice. Often times Trouble were put off, delayed a bit. These are going to fuss, bad mouth you anyway.
Buddy of mine was forced into his business at gun point. He was going in on a weekend, on his own time to take care of a problem for a not nice customer. He had a wife and kid, he wanted to spend time with...instead he went to his business, and was beaten , robbed, and ended up in hosptial.
They did not get into business, just lucky in that respect.
Customer raise 9 kinds of hell, bad mouthed this guy, and cared not one whit about the reason why he was there ( to fix his problem) , his getting better, his family or nothing.
I was doing something for this customer, and had been paid ahead of time. I called him and asked him to come in.
I handed him back his $12,000 in cash money and said I was sorry , but I did not feel like I could do the quality of work and provide the quality of mdse he required.
Nobody in town would either. WE refused to have that guy as a customer and we told everyone we knew as well.
Not the the first time I have denied doing business with customer and I have even given them gas money to get the hell out of my business and go be a pain in the butt elsewhere.
Once business is done - one is married to the customer and service. I have a right to break off the relationship and suggest they go elsewhere.
Folks keep records of these things. Even easier now, with computers. Doc refuse patients, Surgeons refuse surgery, OBG-YNs do not want to some families as patients - they fuss fume too much.
One can always tell if someone has ever worked with the public - we that have - can spot those that have not , a mile away.
