As some of you might remember, I had plans to add Spyderco style serrations to my BHQ M4 Yojimbo 2. Willey
Knives is a shop that has the capacity to add them, so after calling to discuss the job I sent my knife in per their instructions.
A few days later, I called to check on the job and they said that there had been an issue. Apparently the M4 was harder than their process was prepared for and the blade was mangled
. They said they were in contact with Spyderco to try and get a replacement blade. Now, knowing what I do about how Spyderco runs things, I was quite sure this would be a dead end. However, given that the knife was now sold out, I figured it couldn’t hurt to let them try.
A week later, I called again to check, and indeed the story was that Spyderco was unable to provide the replacement. So they offered to either reimburse me the cost of the knife, or buy a replacement if I could find one on the secondary market as long as the cost wasn’t “astronomical.” I found one for $20-30 over what BHQ charged originally and sent it to them, which they purchased that day. It has just arrived to me, a perfect example of this fine knife.
So, my dream of a SE Yojimbo must wait, but I did want to relate this story of successful customer service. They were forthcoming with the mistake, expressed empathy for the loss, and proposed (and executed) a satisfactory solution. They did more than they had to to be sure I was happy with the outcome. You can’t ask that a business never makes an error, so it’s always best to give them a chance to make it right, and to communicate with them calmly.
In the end, I wouldn’t hesitate to use them for something in the future (as long as it’s not M4!).