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Post by Robert in California on Sept 9, 2015 17:02:49 GMT
Hi folks, About 1 1/2 months, about 6 or 7 messages sent and still no response from Huawei. All I ask (and very politely too) is (a) was my custom katana made with the features I asked for? and (b) How do I pay for it? (customs are not listed on Ebay and for my prior custom, jacky sent me an email with his PayPal account and a total owed)
Last message from Jacky, approx a month ago, was that it was ready to ship.
crickets since.
So I have sent messages thru email, thru Ebay and thru the AliBaba Huawei sales site....no responses to date.
Anyone had any luck?
Thanks! RinC
(this is really unimpressive customer service)
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Post by skane on Sept 9, 2015 17:29:20 GMT
I placed an order through their aliexpress account a couple weeks ago and traded a couple emails with Jacky; response for emails was 1-2 days, and I got the sword (in stock, no options) in around a week.
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Post by MessengerofDarkness on Sept 9, 2015 17:42:18 GMT
Jacky is notoriously unreliable when it comes to any sort of custom order; I don't know if it's because they're busy with it or just laziness, but my only advice would be to keep at it. Maybe try messaging Jacky through another email account and see if they reply any faster? (ie, pose as someone else to see if they're really busy or not.)
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Post by Kiyoshi on Sept 9, 2015 18:28:57 GMT
Jacky is notoriously unreliable when it comes to any sort of custom order; I don't know if it's because they're busy with it or just laziness, but my only advice would be to keep at it. Maybe try messaging Jacky through another email account and see if they reply any faster? (ie, pose as someone else to see if they're really busy or not.) I second this idea.
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Post by Billybob on Sept 9, 2015 18:42:46 GMT
I ordered an off the shelf sword a few weeks ago. It took over a week to get it shipped out and it came in two days before the guaranteed delivery date. Someone is there.
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Post by zabazagobo on Sept 9, 2015 20:23:08 GMT
Hi folks, About 1 1/2 months, about 6 or 7 messages sent and still no response from Huawei. All I ask (and very politely too) is (a) was my custom katana made with the features I asked for? and (b) How do I pay for it? (customs are not listed on Ebay and for my prior custom, jacky sent me an email with his PayPal account and a total owed) Last message from Jacky, approx a month ago, was that it was ready to ship. crickets since. So I have sent messages thru email, thru Ebay and thru the AliBaba Huawei sales site....no responses to date. Anyone had any luck? Thanks! RinC (this is really unimpressive customer service) Uggh....that's ridiculous. Isn't this the same sword you ordered all the way back last December?
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Post by greatsaiyaman on Sept 9, 2015 20:43:09 GMT
Way back in December and no response? I'm trying my best to keep cool reading this but I would do everything you can to get your sword or money back and be done with them. Clearly there business ethics are sorely lacking.
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Post by Shishi on Sept 9, 2015 21:05:22 GMT
Jacky is notoriously unreliable when it comes to any sort of custom order; I don't know if it's because they're busy with it or just laziness, but my only advice would be to keep at it. Maybe try messaging Jacky through another email account and see if they reply any faster? (ie, pose as someone else to see if they're really busy or not.) I've seen plenty of satisfied buyers of custom blades from jacky. I've received a couple myself that were completely from scratch. i might go as far as to say that as "notoriously unreliable" as jacky may be, huawei is the only midpriced custom china kat maker I have full trust in. Robert in California, so your swords have been completed, what I would do is start a fresh line of conversation by going to the store page and clicking contact seller, state that you are waiting for a custom order that had been pronounced complete, (use simpler English) Post when the payment was made, (you have paid for it, right?) Ask for a tracking number, Finally thank jacky for his time, advise if there are any problems, to let you know,, and give best wishes to him and his family. you may do so 3 times a week or whatever and eventually you'll get service. Worked for me after a 10 month clusterbeep. But jacky did make good on our arrangement, and did not beep off with my money even after almost a year.
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Post by greatsaiyaman on Sept 10, 2015 0:15:23 GMT
Could you sound anymore patronising and condescending lol!
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Post by Kiyoshi on Sept 10, 2015 0:20:24 GMT
His wait and the lack of seller communication is a little excessive. I've had issues with hearing back from sellers before but never like that. I would have filed a claim a long time ago. I don't mind waiting, I have a commission that is over its estimated time but I've heard back from the seller and he needed more time. That's fine by me because he communicated. You have to understand that robert has been waiting a LONG time, way beyond reasonable.
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Post by greatsaiyaman on Sept 10, 2015 0:26:33 GMT
I'm starting to pity Robert. I've only had one experience like this and I was smart enough to go with my gut instinct and cancelled just before my cover ran out. If worse comes to worse Rob, you can get a chargeback from your bank if you paid via PayPal with your card. Sadly practices like this are common among theives and lazy online retailers.
Edit- This isnt meant to be bashing on Huawei. I just despise all poor customer service in general.
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Post by JAK85 on Sept 10, 2015 0:35:08 GMT
I placed a custom order with huawei a few months ago, Jacky told me it would take 2 months for the sword to be finished. After a month I emailed him to see how things were going, and I got no response. The next day I received a credit from PayPal for the payment I sent to Jacky for the custom blade. I emailed him a few times after to see what happened, and no response. If I were you and he doesn't respond to your emails soon, I would file a dispute with PayPal and see if he responds to you then. If it hasn't been over 180 you will get your money back from paypal no problem.
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Post by zabazagobo on Sept 10, 2015 1:31:48 GMT
His wait and the lack of seller communication is a little excessive. I've had issues with hearing back from sellers before but never like that. I would have filed a claim a long time ago. I don't mind waiting, I have a commission that is over its estimated time but I've heard back from the seller and he needed more time. That's fine by me because he communicated. You have to understand that robert has been waiting a LONG time, way beyond reasonable. Agreed. I'm always watching those deadlines as a safety net. This seems a bit ridiculous, unless Jacky's having serious problems. But even then, the courtesy of a reply goes a long way, and can be considered necessary with regards to business.
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Post by munk on Sept 10, 2015 3:22:47 GMT
Gulp.
Hope my custom order goes okay. I just have to have faith he'll come through!
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Post by Robert in California on Sept 10, 2015 17:09:04 GMT
Hi Guys, Thanks much for your thoughts and advice. I am following your suggestions. This custom folded 1085/T10 "medium to hard targets" katana was ordered before Christmas, December 2014. Jacky sent pics of completed blade late Feb15 as I recall. About a month ago, jacky messaged me that the sword would ship in a week and it would be $300usa (less than I expected...made me wonder if he was asking less due to the long wait...so giving me a discount...which he did not have to do, if so, since the first blade ended up with a tiny hagiri so he forged another...first had bohi...2nd no bohi..both wide suguha hamons) Jacky and I have had a good relationship the last couple years and this will be my 3rd custom or semi-custom sword. (I am very fond of his folded 1085/T10 blades with suguha hamons) Perhaps because we have gotten along well, he made the sword upon my request and without me paying for it in advance. In the last month, I have sent messages asking him to check to be sure it was per my specifications and if so, how to pay for it. Custom Huawei swords do not seem to be payable off the Huawei Store site. Before Jacky would email me his PayPal account and tell me how much to pay via his PayPal account. Maybe my asking him to check to see if the sword was made as I asked, made the message too complicated for his English ability. So in the last couple weeks, I have made messages short and simple (and always polite and friendly with no hint of complaining). And my messages now are like: "Hi Jacky, Is my sword ready to ship? If so, how do I pay you? PayPal? What is your PayPal account? Best wishes to you and your family! Robert H, Calif" He is trying to work from home (to help wife with baby). He sent me a pic of his new baby boy....SO cute!!! He mentioned his home no internet (a few months back) So I have (multiple times) messaged jacky via: email Ebay AliExpress (using 2 different email accounts) I remain convinced that jacky is a very nice, caring person. In view of how the Huawei Ebay store had a lot of swords in 2014 and few now. And that even at his AliExpress store, still no wakizashi's. And no folded 1085/T10 blades now... Makes me think he lost one or more swordsmiths and is short handed. In 2014 his customer response was much better with me than now. I do hope he is ok. I'll post here when I get a response from Huawei, to keep anyone interested current. IMO, Huawei swords are good value for the price. You will notice more and more higher prices Huawei swords with wild hamons. I suspect my suguha hamon blades cost me less because suguha hamons are less complicated and so less time involved to make. Huawei AliExpress Store site: www.aliexpress.com/store/626440Huawei Ebay Store Site: stores.ebay.com/huaweiswords?_trksid=p2047675.l2563RinC p.s. It's not like I need yet another sword, since I have 8 already (nihonto, Wang-katana2011, Katana1980 & Huawei), so this whole process is perhaps good for me to develop more patience. My life is so busy, I do good just to cut a little air right before bed time (note: "cut the air" is NOT the same thing as "cut the cheese" or "pull my finger")
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Post by greatsaiyaman on Sept 10, 2015 17:14:09 GMT
Boy, I wish a had more customers like you then. Gimme your money and I'll get back to you 6 months after I've been on a cruise
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Post by Robert in California on Sept 10, 2015 17:24:05 GMT
Yep that is me....:-)
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Post by Kiyoshi on Sept 10, 2015 18:01:02 GMT
You already must have a ton of patience. With the stories I've heard I never tried Huawei, on the lack of contact, at all. I liked their swords but I don't deal with businesses that don't have good customer service. It tells me that they don't want my business.
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Post by Robert in California on Sept 10, 2015 18:34:26 GMT
Or that they are no longer interested in doing custom swords. Why? For "ready to ship" store offerings, reported response seems good. IMO, all the symptoms of an outfit that is short handed and trying to save time/money by focusing on turning out production swords at the cost of pulling jacky (I do believe he is one of the swordsmiths) away from customer service role. RinC
Kind of goes along with the SBG Paul's report of tough business over there...(slow sales...Katana1980 for instance, also reports slow sales and a lot of his sales are normally to Chinese buyers....but the China Stock and Property Market has taken hits and people normally cut back first on non-essentials.
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Post by Robert in California on Sept 10, 2015 18:35:56 GMT
p.s. I am married to a mainland Chinese wife....and so have had patience beaten into me. (do NOT go to war with the Chinese! It will NOT be a fun war.)
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