Deleted
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Post by Deleted on Jan 31, 2011 16:55:02 GMT
Yeah, they are being unexpectedly nice about it; even offered to pay S&H. And yeah, I cannot imagine how QC could test this except to bend every sword to near it's limit... or just to make sure it doesn't happen in the first place. And it's nice to know it's really just me having issues with this piece.
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Post by Deleted on Jan 31, 2011 19:26:38 GMT
I have purchased so many items from MRL and have never had a problem with customer service nor any issues with the items I have gotten. Seems to me that this is just a rare occasion. I'm sure you will be happy with the exchange
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ChrisA
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Post by ChrisA on Jan 31, 2011 23:48:32 GMT
I too have had many interactions with MRL and Windlass, and have only had good experiences. All companies have slips. it's how they handle those slips that matters. It appears they are doing right by you. I am glad it worked out.
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Post by chuckinohio on Feb 1, 2011 0:00:54 GMT
I think that the response you received will put to bed any doubts as to whether Windlass gives a hoot about its products or its customers.
A stellar example of how things should be handled.
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Post by Deleted on Apr 19, 2011 1:23:03 GMT
Sorry to bring up this old thread but... turns out it wasn't a stellar example of how things should be handled. In short, it's been months and I still haven't seen a replacement falchion. Sadface.
Edit: I've sent 3 emails about it, no response.
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Post by Elheru Aran on Apr 19, 2011 14:09:38 GMT
Huh. That's interesting. Have you sent them the old falchion already? If you have and you haven't seen any results in 3 months, I think it's time to send them an email that's something along the lines of "I want to see a sword or my money in front of me posthaste if you'd be so kind", and think about what possible alternatives you have. That's about all I can offer as I don't want to suggest anything that I don't know the legality of...
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Greg
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Post by Greg on Apr 20, 2011 6:38:50 GMT
Thanks for the update Andernerd. I remember back when this started and I was looking forward to seeing Windlass shine, but looks like I'm disappointed right there beside ya.
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Post by chuckinohio on Apr 21, 2011 13:41:04 GMT
That is disappointing to say the least.
Did you return it to the Vendor, or directly to Windlass?
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Deleted
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Post by Deleted on Apr 22, 2011 0:00:59 GMT
I returned it to the vendor. IIRC it arrived safely.
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Post by Elheru Aran on Apr 22, 2011 12:33:38 GMT
Do you have any documentation of a.) your original purchase, and b.) returning it to them? If so this might come in handy... "see, I bought this and then I sent it back, and what are you going to do about it?" kind of thing.
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Deleted
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Post by Deleted on Apr 22, 2011 14:44:45 GMT
I've still got the receipt they e-mailed me, and UPS sent me the "Your package had been recieved" type of thing. The problem is that when I e-mail them they tend to just ignore it (otherwise I would have brought it up directly with them).
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Deleted
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Post by Deleted on Apr 27, 2011 21:32:38 GMT
OK, I will just go ahead and throw this out there. I work at MRL and I am the one who read this when u first posted it and then had our public relations manager post a reply. (which we all read) After this I personally pulled and inspected the piece before polishing and re-sharpening your item. I did this a while back. It is almost closing time here in Atlanta, which means I must wait til morning. You have my word that I will see to this in the morning. There is obviously a mix up here. Here at Atlanta cutlery and Museum Replicas we do not like to have things like this happen. Especially myself... I take pride in my work and love what we do.
I will say that I am sorry this is happening and like I said.. I will make this right personally.
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Post by Elheru Aran on Apr 28, 2011 17:16:44 GMT
Okay, now that's the kind of service we like to see around here! Glad to hear someone's going to take care of this personally...
To everybody else: If you ever thought the manufacturers aren't that interested in the various sword forums, look no further. Sure, I don't know what this guy does for MRL, but at the very least he can go "hey, we messed up with customer service with this guy who's posted about it on a forum, this might affect our market". Maybe they don't directly keep an eye on what we're saying about their products, but that does ultimately affect them even if only in a small way. This is why feedback is VERY important! If we don't say anything, nothing will happen! If we speak up... something might!
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Deleted
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Post by Deleted on Apr 28, 2011 18:46:07 GMT
Well said Elheru.
My name is Bobby and I am 30 years old. I have worked for MRL six years studying under Hank Reinheart and Bruce Brookhart. I recently just returned from India where I spent a month learning how we cast, forge and, basically how our factory works. here at MRL i do all our sharpening's, engravings, assembly, repair, and design. This is my passion. And I have been a collector since my mom bought me the highlander sword for my 14th birthday. So I totally understand the consumer side of things.
This morning we began resolving this issue only to discover there is more to the story. So, for everyone's sake when this issue is fully resolved I will let everyone know how and what we did to resolve this. I honestly take these kinda things to heart. So I want to fix this as quickly as possible.
We really are interested in what the consumer is talking about. That is the only way we can improve. I want this company to improve. So now that this is out there. Please feel free to ask me anything and I will do my best to answer.
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Post by joeydac on Apr 28, 2011 19:09:47 GMT
can you listen more to the consumer then and stop making glorified wall hangers
these are sharpened dangerous objects that should be made to the tightest tolerences and heat treatment
this is a company thats been around for a while not some run of the mill ebay seller these things need to be adressed before someone gets hurt or dies
ilso when it says solid hilt it should not have a 1in hole drilled through it to fit the tang and the only thing holding it in place is a peen thats less that a 1mm thick because it was ground down to look flush with the pommel
vendors can learn a lesson from vendors like roninkatana kris cutlery scorpion swords valiant as they continue to sell out because they listen to there customers requests and make a quality product
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Deleted
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Post by Deleted on Apr 28, 2011 19:33:39 GMT
Ah. I just checked my debit card account after being told by phone that I had in fact gotten a refund. It turn out that the person on the phone was right, and I was the one in error. Sorry about that. It just happened that the refund came while I wasn't looking closely at my bank account (I had been expecting it 1-2 weeks earlier). Thanks for being understanding and polite about this!
Oh, and just out of curiosity, now that you've done the analysis on the blade could you tell us what went wrong?
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Deleted
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Post by Deleted on Apr 28, 2011 21:25:34 GMT
With all due respect Joeydac... We don't make glorified wall hangers. This was a result of a bad temper. Our factory HAND forges every single blade (which is a lot) Sometimes a bad blade may slip through. This has never happened in the six years I have been working here. Of course we have our way of assembling the hilt to the blade. But all of our hilts are filled with epoxy to reinforce the peening process. And again, in six years nothing like this has happened.
Andernerd, There is no need to apologize. I too was a bit confused. After I inspected and tested all the remaining items in stock I chose the best one and re-sharpened and polished it and handed it off to returns. The mix up came when instead of wanting a replacement you wanted the refund which is fine. But I never caught wind of it til today. We are sorry for the mix up. Please understand that this was a very uncommon situation with the blade. Basically after inspecting it, we discovered the breaking was caused by a bad temper. We then had Mr Windlass himself contact our factory in India to discuss this matter.
Thank you for posting a reply so quickly.
Bobby
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Post by joeydac on Apr 29, 2011 2:15:57 GMT
Epoxy all your hilts huh can you read my post in the review section and explain why my falcata failed
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Deleted
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Post by Deleted on Apr 29, 2011 15:55:56 GMT
OK sir, your Falcata failed because you were banging it against a tree. Now, I think we all know that this kinda of testing is not common nor do I encourage it. I'm sorry your sword failed but, even swords made in earlier times would have failed under these circumstances. I am not saying that your falcata wasn't defective. But after slamming it against a tree who's to say it didnt break because if that?
I said before I work for MRL and have for some time now. I do not work in the forge. I handle everything has to do with the shop. I am still in what is a very looong learning process to better understand metallurgy and the history of the sword.
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