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Post by aussie-rabbit on Sept 15, 2012 9:48:38 GMT
I seem to remember seeing a mention of a Hanwei rep as a member, could someone point me in the right direction, alternatively has anyone tried using their web site (contacts) and how long did it take to get a reply ? Thanks
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Post by Stromlo_Swords_USA on Sept 15, 2012 9:59:27 GMT
mate it's bpogue, he started this thread, viewtopic.php?f=3&t=12338&start=0so you could pm him there. I know a little about hanwei and live in Australia, can I help?
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Post by aussie-rabbit on Sept 15, 2012 11:51:47 GMT
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Kuya
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Posts: 1,396
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Post by Kuya on Sept 15, 2012 12:38:53 GMT
I remember your original thread about the issue. The unfortunate thing, though, is that you went ahead and cleaned off the rust defect and attempted repairs on your own. Each time I had issues with a sword, I just left it as is and contacted the person I bought the sword from, and had them either fix it, refund my money, or send me a replacement. Once you start doing things to it, it makes it harder to get a customer service response that'll be satisfactory. I hope your issue gets resolved, because your Hanwei seems to be the worst case of several recent Hanweis that I've seen people posting about regarding their quality control.
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Post by aussie-rabbit on Sept 15, 2012 15:10:15 GMT
Under normal circumstances I would agree with you, however this one had to be freight forwarded since there was no direct delivery to Australia, the cost of freight plus forwarding would make it uneconomic, I would end up at an even greater loss, it would be $60 to $70 Aust. just to send it back.
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Post by aussie-rabbit on Sept 15, 2012 15:23:37 GMT
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Post by aussie-rabbit on Sept 16, 2012 17:33:24 GMT
Still not a peep from Hanwei, does anyone have a direct email address for them ?
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Kuya
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Posts: 1,396
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Post by Kuya on Sept 16, 2012 20:17:07 GMT
Meh... you're one person out of thousands that throw money at them. I doubt you'll get a resolution, but I hope I'm proven wrong, as it will only benefit you and the community if I am. But this is one of the reasons I try to support the smaller vendors/makers. did all sorts of fixes within his/their resources and abilities to make my sword better (refit my saya so there was no rattle no matter where I shook it from, fixed a samegawa gap, did what was possible to refit the handle to be symmetrical on both sides, re-polished the blade to removed some scratches due to the initial saya rattle, etc.). Kris Cutlery replaced and offered a refund on the swords I had minor issues with. ST-Nihonto completely replaced the sword they sent me. And Ronin Katana sent adrian.jordan a brand new sword as well when his had some problems.
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Post by Stromlo_Swords_USA on Sept 17, 2012 0:06:29 GMT
rabbit, I would go to the seller of the sword first, they may have more sway with the company, I dont think you mentioned where you brought it?
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Post by aussie-rabbit on Sept 17, 2012 2:43:17 GMT
This one came from the SBG store, Paul is in Japan at present
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Kuya
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Post by Kuya on Sept 17, 2012 4:27:37 GMT
Wasn't that Japan thread from last year?
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Post by Svadilfari on Sept 17, 2012 5:26:34 GMT
I'd say, as a general principal - if you purchase a product that doesn't seem to be fit for service, then the first point of call should be the product supplier. Only if you don't get any satisfaction from them should you chase down the actual manufacturer. It's quite possible that any damage to the product was done after the item left the factory due to mis-handling or poor storage. If it's an obvious manufacturing fault, I'd still contact the supplier first, seeking a replacement, and let them deal with the manufacturer.
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Post by aussie-rabbit on Sept 17, 2012 6:41:08 GMT
Hmmmm, I'll send him a direct e-mail
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