Showing 1 of 86 conversations about:
View Full Discussion
Quick update regarding things here.
The most important part is that we will be refunding everyone the full cost of their knives and you do not need to return anything to us. We will work individually with anyone who has already contacted Community Support about returning their knife or may have sent it back in.
After talking internally and with Victorinox, we all agree that the quality of the scales on this knife are below acceptable quality standards for everyone and we feel this is the best available solution. We would like to replace the scales with what was originally promised, but at this point we are not sure the quality can be improved by any meaningful amount.
The following is for additional context on what happened, but is by all means just for those who are curious about the process.
We had talked with Victorinox about doing something custom and ended up on doing a smaller project to start with. They had done this printing method in the past and were able to show us some great looking samples from previous runs with other customers. Based on how those looked we went ahead with getting some renders made and then used the community poll to pick a winner. After that the drop was run, people joined in, sent our order our to Victorinox and shipped everything out.
There were two errors on our part that led to the current situation. The first was that we had the knives made and then shipped them without seeing an actual production sample. This was a major oversight on our part and was a decision that was made based on the company we were working with and samples we had already seen. This is something we will obviously not be doing again.
The second error was how the issue was addressed when it was first identified. The first people to see there was a problem lacked the context to properly measure the severity it. They saw a functional knife with some cosmetic defects, rather than a lack of quality on the main selling point for the majority of the members in the drop. This is a problem with how things are surfaced and we are working to improve the process.
At this point I just want to apologize for what transpired with this drop, but also to thank all of you for your patience and help in identifying the problems with the knife. You should all be seeing the refund reflected on your account within the next few days or couple of weeks for our international members.
Well, it sucks that you couldn't just get us new scales, probably would have been cheaper, but if you can't, you can't...
Edit: I don't want to sound like I'm complaining, I think you have done the right thing and want to say, "Good job!"
Thanks for stepping up and taking care of your customers!
I think that I am not the only one to say, that I appreciate when a company can tell when they screw up, and even more when they decide to stand up behind their name and principles and make things right!
Thank you Massdrop for taking care of this.
Looking forward to some great offers from you, your very own M.B. ; )
Bravo MD. Much respect for stepping up, owning the responsibility and keeping the satisfaction of your members as the top priority. I was really disenchanted at the start of this issue but this honourable course correction has recovered my loyalty and faith in MD. Thank you.