sal wrote:Hi 12DJ14,
Welcome to our forum and thanx much for all of the support. I must say it''s always disappointing to me to see a first post be a complaint, but I guess that's part of the job.
I did receive your letter sent to Eric and me, and you re on my agenda to write back to you today. Sorry for the delay, but between our traveling schedules and running a company, we're pretty busy guys and responding to long letters does cut into our schedules and has to be planned.
I do appreciate your taking the time to write and a long letter like yours that was hand written, takes even more time, which I respect. I would like to thank you for your support over the years. We greatly appreciate our customers and extend our best effort to try to create a good relationship.
I see that you decided to take the question to the public. That's ok, there really isn't anything that I would say to you privately that I wouldn't say publicly.
First I would like to say that we have a very good customer service group and I get 100 compliments for every complaint. In fact it surprises me that people will go out of their way to write letters to me complimenting our customer service.
You had mentioned in your letter that you expected flawless product. I doubt that is possible. I've been collecting knives for more than 60 years with many hundreds of knives and I have found very few to be flawless and they cost many times more than the Bradley. If fact, I believe I can honestly say that I have found very few "flawless" products from any company making anything. We do our best to create very good products, but I doubt there are many that are flawless.
Charlynn told me about your complaints and what she did to try to please you, but she didn't think she'd succeeded. Your letter showed she was accurate.
I will admit that we have lost a few customers because their expectations were beyond our abilities or not in accordance with out policies. I do remember one dispute that went on for 10 years, publicly, but I was finally able to convince the customer that we were honorable and always tried our best to please.
Customer service deals with hundreds of customers per week and I'm sure you will agree that an unhappy customer is not always the most pleasant person to deal with. I don't now what more we can do to please you, and we certainly would prefer to keep you as a customer, but we are not a custom shop. We are a production house with limitations.
So, how can we help you?
I wrote a response earlier but I no longer see it so I will try to respond again.
First, thank you for taking the time to respond so rapidly to my post.
I decided to "Go public" because I did no receive a response from you and I really thought that at this point I would not get a response.
Yes, my letter was well thought out and time consuming and I feel it is an accurate narrative of my experience with your warranty dept.
While I did mention perfection for the money I have spent, I think more importantly is the negative customer service experience I had with your warranty dept. I felt that I was a bother to your company and when I say perfection, I mean in my eyes a knife that if I feel as a customer that the product is off as far as fit and finish, then take care of me without a hassle. I could understand if I sent the same knife back for a new one several times, but that is just not the case.
You company name is based on your love of sports cars. If you bought a production Corvette and you felt the stitching on the leather seat was not what you think it should be, what would you do? No it is not a custom Lambo, but it is a high end production car. See my point? And when you brought it in for warranty, you received an attitude from the service dept.GM tanked under CEO Rick Wagoner in the late 90s to mid 2000s until it had to be bailed out in 08 under the condition that Wagoner leave. Now they learned and they are making quality products with service from the dealers to back it up.
Sal, weather you agree with me or not, this is how I felt as a customer of one of your products. You Know I referenced your use of the words, "End user." I am that end user! I want nothing for free from you and I do not want preferential treatment. I just want to be treated with respect by your warranty dept. If I feel that the product is not what it should be, take care of me without a hassle. And I will buy your products for life. That simple. So you ask How you can help me? I hope I have answered that. There are plenty of companies that I have dealt with that have given me perfection in my eyes. See how I say in my eyes. I think you are focusing on the word perfection. Perfection in my eyes and flawless in my eyes is a product of fit and finish that it claims to be. I know nothing in life is perfect but I bought the Bradley because it has been said that it is flawless. Just look at youtube. The fit and finish on that knife has been reviewed as flawless many times. If it was portrayed as anything else, I would realize that going in. Am I making sense to you? I do not think I am unreasonable. You watch youtube and there are reviews that are way more critical that I am. Things that I would not nitpick on.
If I returned the knife for a new one many times I could see how I am being unreasonable but I did not. While I commend your company for having 100 positives for 1 negative, I going on my experience alone and I think that is what should be focused on; One customer at a time.
Thank you for your time, Sal.