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Customer Service (Best Worst)

WhichDawg · 9 · 1805
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us Offline WhichDawg

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Customer Service (Best Worst)
on: July 22, 2025, 10:38:34 AM
I don't know if we have a thread about customer service (recent) and the good and bad experiences we've had. I think it's important and a major decision of mine when buying something, especially if it's expensive.

To me, customer service is a company putting their name and reputation on the dotted line and not just saying satisfaction guaranteed and never fixing your problem or "lifetime warranty" then they go out of business like...cough...Craftsman.

They need to do something that will satisfy me like a full refund, or a unit replacement, or send you a part and they pay for shipping back and forth within a reasonable time frame of purchase. 90 days seems very reasonable and honorable but I guess 30 days is what's typical nowadays. I'll live.

When I have a problem, I want a LIVE person, not a BOT on the phone or in the email I send them.

Example: I recently ordered a pressure washer, AVA of Norway on Amazon. I've always wanted a good pressure washer for general jobs around the house and car. Nothing that will take the paint off, but not the cheapest washer I can find. And I wanted something that will last awhile, not a one year disposable unit. Not easy to find, even with lots of research, but I think I found it.

The P50 XL package had great reviews (from many countries), lots of accessories, decent power for my needs, and a 10 year warranty! After 5 years you need to buy a service pump kit (around 10 bucks) and you get the kit you open the unit yourself (which does NOT void the warranty), change a few O-rings and some lube. They say it takes like 15 minutes or less and adds another 5 years to the warranty. I really like that, right to repair by myself.

After I ordered the unit, I emailed them and asked them when an accessory will be available on Amazon (a Short Nozzle recommended by many that I was surprised didn't come with the unit that comes with so many other accessories). This short-nozzle makes it lighter for holding instead of the long wand it comes with, so I thought when my neighbor used it it would be easier on her. They emailed me within a couple hours (it was the weekend) and said Amazon will have more in the middle of the month but they have some in stock at the company, and offered to send me one for FREE! Just give them my shipping info. Nice company.

So: Very nice pressure washer with lots of accessories, a long warranty (unheard of these days) and nice fast customer service. Can we have more companies like this please?! I will do a full review of the pressure washer and fill free to post your customer service experiences and lets find good companies and give them the credit and business they deserve.  :salute: :cheers: :tu:
« Last Edit: July 22, 2025, 10:43:37 AM by WhichDawg »
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no Offline Vidar

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Re: Customer Service (Best Worst)
Reply #1 on: July 23, 2025, 07:32:54 AM
I certainly also look at customer service, but I've also learnt to trust actual experience more than up front sweet talking brand promises.

There is usually a connection between price point within a given category and service levels. The cheapest ones doesn't seem to calculate in any service, and when I buy one of those I hardly expect any service either. For more expensive options within a product category though my expectations are proportionally higher. Sometimes I've been positively surprised with cheap options going the extra distance and as a result I've bought more from there later on. And the opposite - some high range options have proven their customer promises upfront to be just lying bullsmurf when you need them. Those products, and shops, and are thus very low on my repeat list and are only considered if there are no other options available.

I guess some brands and shops regard sales as a one time happening. Others think long term. I like the latter more.

AVA seems be in it for the long term customer relations. :)
 
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au Offline ReamerPunch

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Re: Customer Service (Best Worst)
Reply #2 on: July 24, 2025, 07:26:13 PM
Gerber : Excellent

I had a Gerber Dime and the backspring for the package opener had cracked. Told Gerber AU, I think they wanted a picture, and a few days later, I received a brand new Dime, and they didn't even want the old one to be returned.
Merit Badges Participate in a Challenge thread and post a photo of a tool made in a specific country for thirty (30) consecutive days. Participate in the Challenge thread and post a photo of a Flashlight for thirty (30) consecutive days. Participate in a Challenge, carry a fire-starting item and post a picture daily  (in use if possible) for 30 days. Lighters, matches, ferro rods, fire pistons, Signal, candles, sparkers, tinder, stoves, bowdrill sets. Carry an orange item and post a picture of it everyday for 30 days.  Carry tools with single functions only. No multi-tools, no multi-layer Swiss Army Knives, no combo one-piece tools and post a photo for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a SAK-alike, aka multi-layered, knife-based pocket tools for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of  a Bladeless Multitool for 30 days For each of the 30 days, or for as many as you are able to, post a picture of: Progress- Meals- Activities- Gear and participate in the thread and encourage each other. Participate and contribute in Challenge thread and post a photo of either an Axe, MT/Folding knife or Fixed blade (picked at the beginning of challenge) for thirty (30) consecutive days. Start a new thread and post a photo of the multitool for thirty (30) consecutive days. Start a new thread and post a photo of the multitool for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a Roxon tool for thirty (30) consecutive days. Participate in a Challenge thread, carry at least one black edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry at least one red edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry at least one green edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry a SAK, duct tape, and paperclip, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry a ratcheting tool, and post a photo every day for 30 consecutive days. ? Create and post MTO-oriented and tool-based memes in the main meme thread. Participate in a Challenge thread, carry a modular tool, and post a photo every day for 30 consecutive days. Find him!

au Offline ReamerPunch

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Re: Customer Service (Best Worst)
Reply #3 on: July 24, 2025, 07:31:07 PM
NexTool: Smurf :facepalm:

Received my first Mini Flagship, the back-spring for the scissor handle broke off within a few days of barely any use. Received my second one and it could not even cut a plastic bag. Trash. Got a partial refund. Because the rest of the tool is ok apparently.
Merit Badges Participate in a Challenge thread and post a photo of a tool made in a specific country for thirty (30) consecutive days. Participate in the Challenge thread and post a photo of a Flashlight for thirty (30) consecutive days. Participate in a Challenge, carry a fire-starting item and post a picture daily  (in use if possible) for 30 days. Lighters, matches, ferro rods, fire pistons, Signal, candles, sparkers, tinder, stoves, bowdrill sets. Carry an orange item and post a picture of it everyday for 30 days.  Carry tools with single functions only. No multi-tools, no multi-layer Swiss Army Knives, no combo one-piece tools and post a photo for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a SAK-alike, aka multi-layered, knife-based pocket tools for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of  a Bladeless Multitool for 30 days For each of the 30 days, or for as many as you are able to, post a picture of: Progress- Meals- Activities- Gear and participate in the thread and encourage each other. Participate and contribute in Challenge thread and post a photo of either an Axe, MT/Folding knife or Fixed blade (picked at the beginning of challenge) for thirty (30) consecutive days. Start a new thread and post a photo of the multitool for thirty (30) consecutive days. Start a new thread and post a photo of the multitool for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a Roxon tool for thirty (30) consecutive days. Participate in a Challenge thread, carry at least one black edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry at least one red edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry at least one green edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry a SAK, duct tape, and paperclip, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry a ratcheting tool, and post a photo every day for 30 consecutive days. ? Create and post MTO-oriented and tool-based memes in the main meme thread. Participate in a Challenge thread, carry a modular tool, and post a photo every day for 30 consecutive days. Find him!

au Offline ReamerPunch

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Re: Customer Service (Best Worst)
Reply #4 on: July 24, 2025, 07:43:20 PM
NexTool: Smurf again. :facepalm:

I bought the NexTool Pioneer multi-tool, full price, $149 AUD. The design is nice, but the quality is absolutely garbage. The shears could not cut straps, the zip-tie cutter could not cut zip-ties cleanly, the removable flathead was very loose on the frame. The blade and saw thumb holes were chamferred so much that the implements could not be opened one-handed.

So, I tell NexTool, and was told they'd let the designer know. Um, thanks, I guess? That's gonna solve my problem alright, telling the designer. Is the designer going to send me a proper tool?
Had a few back and forth arguments with Customer Service, but they always took very long to respond. And their responses were not helpful at all, so I just solved it through Amazon Au. It's my fault for knowing NexTool stuff is garbage, and ordering more anyway. I'm seeing a mini MT and it looks good and gets great reviews, but I think I'll stay away.
Merit Badges Participate in a Challenge thread and post a photo of a tool made in a specific country for thirty (30) consecutive days. Participate in the Challenge thread and post a photo of a Flashlight for thirty (30) consecutive days. Participate in a Challenge, carry a fire-starting item and post a picture daily  (in use if possible) for 30 days. Lighters, matches, ferro rods, fire pistons, Signal, candles, sparkers, tinder, stoves, bowdrill sets. Carry an orange item and post a picture of it everyday for 30 days.  Carry tools with single functions only. No multi-tools, no multi-layer Swiss Army Knives, no combo one-piece tools and post a photo for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a SAK-alike, aka multi-layered, knife-based pocket tools for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of  a Bladeless Multitool for 30 days For each of the 30 days, or for as many as you are able to, post a picture of: Progress- Meals- Activities- Gear and participate in the thread and encourage each other. Participate and contribute in Challenge thread and post a photo of either an Axe, MT/Folding knife or Fixed blade (picked at the beginning of challenge) for thirty (30) consecutive days. Start a new thread and post a photo of the multitool for thirty (30) consecutive days. Start a new thread and post a photo of the multitool for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a Roxon tool for thirty (30) consecutive days. Participate in a Challenge thread, carry at least one black edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry at least one red edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry at least one green edc item, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry a SAK, duct tape, and paperclip, and post a photo every day for 30 consecutive days. Participate in a Challenge thread, carry a ratcheting tool, and post a photo every day for 30 consecutive days. ? Create and post MTO-oriented and tool-based memes in the main meme thread. Participate in a Challenge thread, carry a modular tool, and post a photo every day for 30 consecutive days. Find him!

us Offline BPRoberts

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Re: Customer Service (Best Worst)
Reply #5 on: July 24, 2025, 07:59:14 PM
Roxon: Great

Popped the saw on a Storm (my own fault). Emailed them, they asked for pictures, new one at my doorstep in under a week. No return.

Gerber: Meh

Dinged a machete blade (awlso probably my own fault), they replaced it w/ picture (next to a tape measure?) and no return after about 3 months and several follow ups. Slight bonus for awlso taking care of the Lockdown I emailed them about in the midst of those follow ups.

Buck: Meh

Sent in a 110 (second hand) with a broken tip. They followed up a couple weeks later, and I asked them to replace the blade. It showed up a couple days later with the blade reground. Attempted to follow up and never heard back.
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us Offline IMR4198

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Re: Customer Service (Best Worst)
Reply #6 on: July 24, 2025, 08:04:05 PM
Do you have a photo of the Buck 110 after repair?  Best wishes.  G
 :popcorn:
Merit Badges Start a new thread with photos of at least 5 different Wenger models in your collection Start a new thread and post a photo daily of any SAK 74mm or smaller ( you can switch it up daily ) for thirty (30) consecutive days. Participate  in Challenge thread and post a photo of a Delemont SAK for thirty (30) consecutive days. Complete a 30 day challenge for carrying a different Multi tool each day of the week based on one of the daily carry threads Start a new thread and post a photo of any gear for thirty (30) consecutive days during the MTo anniversary month. Start a new thread and post a photo of the multitool for fifteen (15) consecutive days. Must start a thread with a photo of your EDC watch Must start new thread with photos of multitools (Magazine/Catalogue type photos) Start a new thread and post a photo of the multitool for seven (7) consecutive days. Participate in a challenge by carrying  a 100mm or 108mm SAK and post a photo of it  for thirty (30) consecutive days. Post your pocket dump photos then challenge two more members who must post their pocket dump photos within 24hrs for you to get the badge. Participate  in Challenge thread and post a photo of a Classic SAK for thirty (30) consecutive days. Participate  in Challenge thread and post a photo of a MiniChamp SAK for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a tool made in a specific country for thirty (30) consecutive days. ? Must update or add a page on SAKWiki Participate  in Challenge thread and post a photo of a SAK Soldier for thirty (30) consecutive days.  Carry tools with single functions only. No multi-tools, no multi-layer Swiss Army Knives, no combo one-piece tools and post a photo for thirty (30) consecutive days. Start a new thread with photos of at least 6 SAKs of different frame lengths and/or shapes in your collection. Eg 58mm, 74mm, 84mm regular, 84mm slim, 85mm etc Start a new thread with photos of your Buck knives in use Participate in a Challenge thread and post a photo of a SAK-alike, aka multi-layered, knife-based pocket tools for thirty (30) consecutive days.

us Offline BPRoberts

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Re: Customer Service (Best Worst)
Reply #7 on: July 25, 2025, 02:25:26 AM
Merit Badges Participants shall carry and use one Soldier knife, the model of their choosing, for the duration of the 90 days and post a picture each day. Participate in a challenge thread and post a photo of a Victorinox 91mm XAVT/XL/XLT, 111mm Workchamp XL, Wenger/Delemont S54/Tool Chest Plus or Wenger Giant for thirty (30) consecutive days Participate and contribute in Challenge thread and post a photo of either an Axe, MT/Folding knife or Fixed blade (picked at the beginning of challenge) for thirty (30) consecutive days. Start a new thread with a photo of custom or non standard SAK scales in your collection Participate in a Challenge thread, carry a SAK, duct tape, and paperclip, and post a photo every day for 30 consecutive days. Find him! Take part in the christmas pool or a rak type giveaway. Those wanting to say thank you for a rak may also nominate for the santa. Participate in a Challenge and post a photo of a Traditional Scout Knife (No SAK's Allowed) for thirty (30) consecutive days. Must post a step by step pictorial of a knife or multitool modification (scale swap not included) Participate in a Challenge thread and post a photo of  a Opinel  knife  for 30 days  Post a pic for Halloween of your pumpkin (or turnip or gourd or whatever you traditionally carve for Halloween!) being carved by any SAK, multitool, pocket or woods knife you may own!  Only available once a year Participate in a Challenge thread and post a photo of a tool made in a specific country for thirty (30) consecutive days. Test,please ignore Participate in a Challenge thread and post a photo of  a Case knife  for 30 days Must start a thread with a photo of your birth year SAK Participate and post a pic of your vintage SAK (1986 or earlier) everyday for 30 days. Using EDC items randomly selected with a poker hand, post a photo of your EDC or a component of the EDC that got used during the course of the day for 4 weeks (or 30 consecutive days) Start a new thread and post a photo of an Executive or Director for thirty (30) consecutive days. Start a new thread and post a picture of fire making kit or fire with a multitool Start a new thread with a photo showing the Hook in use Start a new thread and post a photo of a different SAK each day for thirty (30) consecutive days.

us Offline IMR4198

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Re: Customer Service (Best Worst)
Reply #8 on: July 25, 2025, 03:12:51 AM
  That is good workmanship on the repair.  I would have preferred a new blade as well, but that is serviceable.  Someone would have to measure the blade or compare it with another to see any difference. 
   I must have had a 110 at one time.  I seem to remember a Puma that size.  I know I had an Uncle Henry LB7 or whatever they call them.  Also a 112 and a Buck Goliath (remember those monstrosities?)  Most of those are heavier than I care to carry now. 
   Thanks for the links.  The Buck challenge must have been fun.  Best wishes.  G
 :cheers:
Merit Badges Start a new thread with photos of at least 5 different Wenger models in your collection Start a new thread and post a photo daily of any SAK 74mm or smaller ( you can switch it up daily ) for thirty (30) consecutive days. Participate  in Challenge thread and post a photo of a Delemont SAK for thirty (30) consecutive days. Complete a 30 day challenge for carrying a different Multi tool each day of the week based on one of the daily carry threads Start a new thread and post a photo of any gear for thirty (30) consecutive days during the MTo anniversary month. Start a new thread and post a photo of the multitool for fifteen (15) consecutive days. Must start a thread with a photo of your EDC watch Must start new thread with photos of multitools (Magazine/Catalogue type photos) Start a new thread and post a photo of the multitool for seven (7) consecutive days. Participate in a challenge by carrying  a 100mm or 108mm SAK and post a photo of it  for thirty (30) consecutive days. Post your pocket dump photos then challenge two more members who must post their pocket dump photos within 24hrs for you to get the badge. Participate  in Challenge thread and post a photo of a Classic SAK for thirty (30) consecutive days. Participate  in Challenge thread and post a photo of a MiniChamp SAK for thirty (30) consecutive days. Participate in a Challenge thread and post a photo of a tool made in a specific country for thirty (30) consecutive days. ? Must update or add a page on SAKWiki Participate  in Challenge thread and post a photo of a SAK Soldier for thirty (30) consecutive days.  Carry tools with single functions only. No multi-tools, no multi-layer Swiss Army Knives, no combo one-piece tools and post a photo for thirty (30) consecutive days. Start a new thread with photos of at least 6 SAKs of different frame lengths and/or shapes in your collection. Eg 58mm, 74mm, 84mm regular, 84mm slim, 85mm etc Start a new thread with photos of your Buck knives in use Participate in a Challenge thread and post a photo of a SAK-alike, aka multi-layered, knife-based pocket tools for thirty (30) consecutive days.

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