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TOPIC: I need to vent here about customer service.

Re: I need to vent here about customer service. 1 year 9 months ago #5880

  • Scott Sherman
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Hi Tony,
Thanks for taking time to comment here. You bring up a couple of good points worth mentioning. The WEPS has become something of an overnight sensation in the knife community. A pretty impulsive and compulsive community if you read the posts on any of the many Blade Forums. And this is a pretty big community that spends a lot of money on their toys. One post I saw on BladeForum.com asking about "your EDC" or something to that effect had over a million, five hundred thousand views and hundreds of pages of posts many with pictures of very expensive knives. And self proclaimed "knife nuts" (I mean this in the nicest way) are legion around the world. That's a lot of potential demand for sharpeners.

Good news and maybe not so good news if you are selling a knife sharpening system as good as WE and can not keep up with demand. Clay was brilliant to come up with this system, but even more so to be able to come up with a business model to bring it from concept to sales and distribution. His timing was impeccable, because there was a need for such a device and a strong and large customer base, and the internet only recently became available to anyone with a smart phone, smart pad or laptop. A new phenomenon which is exploding at about the same time that Clay came up with his great system. It's what is referred to as a perfect storm. All factors coming together at the same time.

So it's easy to see how the wheels can so easily come off the cart as the demand can overwhelm supply and create a lot of disgruntled customers and now the internet which was so kind to WE, can become a real problem. Anyone with one of those before mentioned smart devices can complain in posts on forums or YouTube to the same adoring audience that once embraced that great new company. Reputations can be smeared and destroyed much easier than they are built.

I sincerely wish Clay et.al. continued success and expansion. The potential is definitely there, but with sudden success and popularity, comes many land mines and problems that must be met and dealt with. One, specifically the one I mention in this thread is communication with customers and keeping customers happy. I vented about this in the nicest way I could and only because I think it is helpful to not just me and other customers, but because I think it is extremely important to WE to get ahead of this. Others may go off to other forums and become much more vehement with their complaints and that is how good reputations and potential future customers are lost. It is very hard to get that back once gone.

So I am a happy customer, I found out my WEPS is in route, but I waited and was patient enough to put up with several missed delivery estimates and made phone calls to check on my order status when my email was silent and no responses followed my email inquiries. I hope others will be as patient and understanding... probably some but definitely not all.
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Re: I need to vent here about customer service. 1 year 9 months ago #5882

  • MichaelCraft
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The odd thing is that I would expect most knife enthusiasts to understand. Kershaw 777 anyone :)?? 2 years and counting, although I have seen pics of the different components (big boxes of them), so they are getting there come day. And it isn't unusual for there to be a LONG waiting list for YEARS on GOOD products, another example, the XM-18, I could go on and on. My point is that in this business, it is par for the course just because of how EASY it is for something ANYWHERE to go wrong, but the GOOD companies won't send out crap, they fix it. Between the two options, I will wait as long as I have to, and just keep buying new EDCs as my old ones dull, so if anything I should be thankful to WE for giving me a good rationalization for buying more blades, AND I will have a nice stack waiting to be sharpened so as soon as I get my order, I will have plenty of opportunity to play with it!

As far as WE taking off, that totally rocks. Small business success (even with good products) is pretty rare, I am not gonna look for the number now, but I know that the ratio of failed small busniess start-ups to successful ones is SCARY, so thanks Clay for having the cojones and the drive to give it a shot anyway, and not giving up after the first tries didn't work out!

If the number of memberships of all of the forums are any indication, you have a potentially very LARGE client base, and I bet quite a few don't know of WE (although most should by now)... get ready, it won't be easy to have the best angle sharpener on the planet to keep up :). If even one for every THOUSAND member of all of the forums bout one, you will sell thousands up on thousands of these things.
Last Edit: 1 year 9 months ago by MichaelCraft.
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Re: I need to vent here about customer service. 1 year 9 months ago #5888

  • BrianLedford
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I just got a call from kyle letting me konw my arms and riser will ship tomorrow..
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Re: I need to vent here about customer service. 1 year 9 months ago #5889

  • MichaelCraft
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I just got the tracking number from Kyle from my Pro pack II and a TON of extras (only thing missing is the curved stones which are on back order), yay! Didn't order any of those Japanese(?) wet stones yet, not ready for that. I also ordered several leather stop replacements(I expect to accidentally cut up a few as I am learning and accidentally stroke the wrong way :)) and extra tubes of diamond past 1 and .5 I think since the PPII comes with the micro ceramics. (save on shipping), and I have not yet read about leather vs. roo, vs. balsa enough to know if I will need/use them, which is fine, I have spend enough for now :D. PLus I mostly see clay demonstration with the leather, so I figure those are a good starting point for me. I called today and Kyle answered the phone, he was all alone today it sounds like, but he still TCB, good man! I *should* wrap this and put it under the tree for xmas, I would wait for xmas to open it, but forget that, I am not that patient :).

Sorry, I am rambling, just really excited!
Last Edit: 1 year 9 months ago by MichaelCraft.
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Re: I need to vent here about customer service. 1 year 9 months ago #5893

  • FredHermann
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I just saw the email confirming my order and the tracking number....
I'm excited! And I can agree that its ok to wait for something awesome. I spent 8 years and 4 redesigns for a custom reenactment helm. Compared to that, this was easy.
“On one otherwise normal Tuesday evening I had the chance to live the American dream. I was able to throw my incompetent jack*ss of a boss from a fourteenth-story window.”

Owen Pitt – Monster Hunter International
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Re: I need to vent here about customer service. 1 year 9 months ago #5896

  • Scott Sherman
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I just received a very nice email note from Kay Allison following up on my order. Without going into details, I will say that she was very concerned that WE did right by me and gave me her personal assurance that they would. I was given a tracking number for my order which UPS estimated to be delivered to me by Friday this week.

This is exactly what I hoped would happen by bringing this concern for customer communications into the light. So, congratulations to WE and thanks to Kay and Kyle for their excellent customer service response in my order and I hope that you all have a great experience with your purchase and delivery of your personal WEPS's.

Best to all.
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