Problem

ColoSwiss · **on:** November 20, 2016, 12:20:40 AM

Two months ago I ordered a SAK with custom scales from SwissTool.com in Britain. Still haven't received it, and several emails to the company have not been answered. I've dealt with SwissTool several times in the past, but will definitely not be dealing with them in the future.

Poncho65 · **Reply #1 on:** November 20, 2016, 01:04:43 AM

Sorry to hear it CS $:-\$ I hope it shows up and was just a mistake with the no communication thing

SAK Guy · **Reply #2 on:** November 20, 2016, 01:29:41 AM

That sux...

AimlessWanderer · **Reply #3 on:** November 20, 2016, 02:08:15 AM

Do you want me to try giving them a ring on Monday, and see if I can find something out for you?

ColoSwiss · **Reply #4 on:** November 20, 2016, 02:30:04 AM

Quote from: 50ft-trad on November 20, 2016, 02:08:15 AM

Do you want me to try giving them a ring on Monday, and see if I can find something out for you?

Thanks, PM sent.

AimlessWanderer · **Reply #5 on:** November 20, 2016, 02:40:15 AM

Got it

I've just tried looking at their site to check there's a phone number, and their site appears to be down at the moment

Hopefully that's just temporary........

AimlessWanderer · **Reply #6 on:** November 20, 2016, 03:08:07 AM

The site has come back online, and I've made a note of their number. Give me a nudge on Monday if you don't hear back from me

Grant Lamontagne · **Reply #7 on:** November 20, 2016, 12:11:02 PM

Thanks for stepping up to help out Al. It really annoys me when companies can't be bothered to communicate with customers, especially when there's an issue.

I hope you manage to get it sorted out.

Def

magentus · **Reply #8 on:** November 20, 2016, 03:26:09 PM

Nice one Al -

Good man. Hope it gets sorted

AimlessWanderer · **Reply #9 on:** November 21, 2016, 01:21:40 PM

Original order was despatched on the 3rd of October. No tracking details showing on their system, so he's going to do a manual check and get back to me .....

AimlessWanderer · **Reply #10 on:** November 21, 2016, 05:54:22 PM

I hadn't heard back by mid-afternoon, so called him back. He assured me he hadn't forgotten about me, but he hadn't had chance to did through all the manual dispatch paperwork to find the tracking data.

I'll give him till tomorrow afternoon to get back to me with the full package of what happened, and what's next. If I haven't got answers by then, I'll turn up the volume.....

ColoSwiss · **Reply #11 on:** November 21, 2016, 10:51:36 PM

Appreciate your help!

AimlessWanderer · **Reply #12 on:** November 22, 2016, 12:55:48 AM

No problem buddy, that's what friends are for. I just hope it leads to a solution......

My initial impression is this guy did everything he should have (apart from maybe logging the tracking data). I've no doubt he posted it when he said he did. However, it's not how you handle things that go right that makes or breaks a company, it's how you handle things that go wrong which sorts the wheat from the chaff.

I'll keep you informed

shibafu · **Reply #13 on:** November 22, 2016, 12:02:26 PM

Quote from: 50ft-trad on November 22, 2016, 12:55:48 AM

However, it's not how you handle things that go right that makes or breaks a company, it's how you handle things that go wrong which sorts the wheat from the chaff.

Very true... any company that has been in business more than 2 weeks is going to be able to fulfil 95% of orders. Unfortunately this company seems to have a bad record on the other 5%. I hope it works out for you ColoSwiss.
https://uk.trustpilot.com/review/www.swisstool.co.uk
They must have had a remarkable surge in business during August 2015 based on the date distribution of those Trustpilot reviews!

AimlessWanderer · **Reply #14 on:** November 22, 2016, 02:50:56 PM

Sorted!

The original tracking reference does not exist on Royal Mail's system - the package no longer exists! A replacement knife will be despatched by 3pm tomorrow.

He will be emailing me the tracking reference of the new package, so I can ensure it's actually on it's way, and he should be sending you a written apology by email. He was unable to give answers as to why previous emails were either not being responded to, or not getting through.

I will be keeping my eye on this until the new package is in the system and has made it's first physical movement, and then I'll let you have the tracking number so you can follow it the rest of the way

AimlessWanderer · **Reply #15 on:** November 22, 2016, 03:27:45 PM

Quote from: shibafu on November 22, 2016, 12:02:26 PM

Quote from: 50ft-trad on November 22, 2016, 12:55:48 AM
However, it's not how you handle things that go right that makes or breaks a company, it's how you handle things that go wrong which sorts the wheat from the chaff.

Very true... any company that has been in business more than 2 weeks is going to be able to fulfil 95% of orders. Unfortunately this company seems to have a bad record on the other 5%. I hope it works out for you ColoSwiss.
https://uk.trustpilot.com/review/www.swisstool.co.uk
They must have had a remarkable surge in business during August 2015 based on the date distribution of those Trustpilot reviews!

He didn't phone me, I had to phone him every time, and I'm not 100% convinced of his determination to see through everything he has promised. That's why I'm continuing to monitor the situation myself until I've seen some physical movement on the tracking data. I expect to have to phone him again to get this data, rather than it appear on my email with no further intervention, and I'm not holding my breath about Karl's written apology. I hope I am wrong, and everything happens that should happen without further prompting.

ColoSwiss · **Reply #16 on:** November 22, 2016, 11:05:21 PM

Thanks again.

Didn't receive the first knife.

Didn't receive a tracking number.

Didn't receive replies to my emails.

While he's talking with you, he hasn't bothered to send me any message.

I'll believe the replacement when I actually have it.

AimlessWanderer · **Reply #17 on:** November 22, 2016, 11:26:29 PM

It sounds like we both rate this company the same way

That's why I ain't letting go just yet

AimlessWanderer · **Reply #18 on:** November 23, 2016, 05:39:29 PM

Quick update:

The little smurf failed to phone or email me.... again.... so I called him....again.... and got a tracking reference for the new package (supposedly collected today at 3pm). This should be showing on their system and trackable by 9pm GMT, and showing that the package is off his premises and in the hands of Royal Mail. If all is well, I'll forward on the reference number, and if not I'll get back on the phone and tear him a new one.

Very very sloppy business practice, and even if this replacement knife comes through, I can't say this company is worthy of future business. There just seems to be no motivation for fixing problems, or responding to customers issues. They just seem to want to whack stuff in an envelope and forget about it. They don't seem malicious or underhanded, they just don't seem to be trying.

Aloha · **Reply #19 on:** November 23, 2016, 05:46:18 PM

50ft

you sir are quite wonderful in taking the lead on this and with such gusto.

I am gonna sound like a broken record but good lord we have some amazing members. 50ft you are top of the heap.

As far as the company

while no malicious intent was sensed this is no way to treat customers. I'd not do business with them even if all works out in the end. What a awful way to go about receiving an order.

Boo on them.

Mechanickal · **Reply #20 on:** November 23, 2016, 05:46:39 PM

I just feel the need to drop this here:

Al, you're great.
It's just awesome that you're doing all this for another forum member.

Allthough I have nothing to do with all this, I do feel the need to put a spotlight on you. Thank you!

Edit: Aloha beat me to it!

Just proves that multiple people appreciate this.

AimlessWanderer · **Reply #21 on:** November 23, 2016, 06:06:13 PM

I've had plenty of people help me out on here in the past, and I don't have spare funds to chuck in the kitty at the moment. Just doing what I can to give back to the community

Aloha · **Reply #22 on:** November 23, 2016, 06:15:32 PM

Not to gush on you too much BUT

If the kitties capacity was determined by your contributions alone then it would always be full, monetary aside.

I always enjoy your posts, they are always well formed and very insightful.

Ok sorry to gush but doggone it I just love this part of our little world here on MTO so much.

AimlessWanderer · **Reply #23 on:** November 23, 2016, 07:17:22 PM

Item has been received at RM's international mail centre

PM incoming with tracking data, Karl

AimlessWanderer · **Reply #24 on:** November 23, 2016, 07:18:25 PM

Quote from: Aloha007 on November 23, 2016, 06:15:32 PM

Not to gush on you too much BUT

If the kitties capacity was determined by your contributions alone then it would always be full, monetary aside.

I always enjoy your posts, they are always well formed and very insightful.

Ok sorry to gush but doggone it I just love this part of our little world here on MTO so much.

Aw shucks

Mechanickal · **Reply #25 on:** November 23, 2016, 08:24:46 PM

All hail Al!

Even has a ring to it.

Good job!

ColoSwiss · **Reply #26 on:** November 23, 2016, 10:35:37 PM

I'd like to nominate Al for a Santa merit badge. He's gone the extra mile on this and I really appreciate everything he's done. Since I already have one I'm not sure how to go about putting him in for one. Any help would be appreciated.

Ron Who · **Reply #27 on:** November 23, 2016, 10:41:36 PM

I'll second that.

cali-SAK-attack · **Reply #28 on:** November 23, 2016, 10:53:27 PM

+1 SANTA

Now can you call Victorinox , and tell them that charging me $35 to change the battery in my watch is a TOTAL RIP OFF!!!, and with the fact they want me to ship it to a dealer and pay to have it shipped there & returned (an added $16) is again TOTAL BULL SMURF ...........

AimlessWanderer · **Reply #29 on:** November 23, 2016, 10:58:45 PM

No badges please, they're really not my thing, but thank you for the thought anyway folks

Knowing I've been able to help a friend is good enough for me

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