***I see this is a few year old thread, but same problems exist today unfortunately.
I was excited to buy my first Ferrum Forge knife a few months back, I was also supporting San Diego local, my friends in the business spoke very highly of them, etc etc so without a thought I bought the Falcon in grey. I must say it is impressive, what a great looking and smooth knife, and for a fair price.
Now I could not tell you much more about it as I could not believe the clip that came with it (a supposed improvement over the first generation i later found out) and it still sucks and its clip looks nice, but makes carrying the Falcon, for me, unusable.
No big deal right, just email the company and see how I can buy a more suitable, preferably deep pocket carry clip and I could even pick it up and be done with it. Not so easy...My first email must have been lost as I am sure they would not just ignore a new customer's email like that??? After about one week, I emailed again politely, and again specifically asked how I could spend more money on their product so that I could actually use it (buy a clip that works) and again told them how excited I was about the whole purchase.
I finally received an email response that quite frankly told me everything I needed to know about them in just a few sentences. It told what this company is truly all about, how they treat customers, their ego level, maturity, professionalism, etc, it all jumped out in that dud of a response with no empathy at all for the customer. When I was basically blown off, it made me feel deflated, bummed that I had even made the purchase, in my mind it was to go on Ebay the next day...I was that frustrated with how yet another company treats their customers like crap and gives them no assistance with what should be easy parts for their products.
This is how they responded:
"Unfortunately we do not have a deep carry pocket clip for the Falcon. Drop decided not to have us design a deep carry clip for them. However, there is a deep carry clip available on Drop from a third party maker...
Ferrum Forge Knife Works, Inc."
So, they basically blame Drop for not having a suitable clip for their own product (one of the poorest examples a business excuse I have heard of) no empathy at all, no willingness to see if something else they have works in its place (I have been around this industry since I was a little kid and many companies without asking have just made things happen as they love their products and customers. I have not been blown off like this in my 25+years of collecting knives), nothing. They then push me on to some other clip on Drop for THEIR knife that THEY made, which is a nice enough clip, but it at the time was completely sold out on Drop long ago (many months before actually) I even contacted the clip company directly and they were not taking new orders and when they did, it would be 6-8 weeks...nice Ferrum, thanks for nothing and way to know your products and who is selling parts for your specific products.
That is awesome...I am just going to sit here and wait a few months while I spend time, effort, and more money, if I am lucky to find myself a solution (and i tried to source other makers for another clip, believe me)...I think not.
The fact that they did not even try to accommodate me in any way, at least try to make some effort at all, then the very unprofessional blaming of DROP for their product, with many online questions and concerns about the same part...is flat out lame. Take some ownership for your products that are supposed to be so great, i could tell there was some sting there between FF and DROP about the clip and it led me to believe because of this their keen business sense told them their plan was to simply say what they did to me and be as unhelpful as possible...great plan guys, it does not work that way unfortunately. Where is your pride in what you create, is it that hard to answer an email from a customer and to possibly try to help? If you are that consumed by your work and your YouTube boring videos, etc... then at least recognize the business and customer service side is not your strong point, stick to making knives, and get some help to do the rest.
This blame in each other so the customer goes in circles getting more and more ticked off if lousy customer service. I felt let down by the FF, and by the whole DROP involvement due to purchasing the knife in this way with it being a "collaboration." I don't even understand it all and would have preferred to go direct, it does not matter now as there are plenty of other companies I have dealt with for years that actually care about customers and at least make an effort, especially when a customer is politely asking for something not that out of the ordinary. I was a bit taken back and did not expect it with all the hype I had heard and by mutual friends as well, once I got online to find a clip I quickly saw I am not the only one.
And yes, I responded to their classless email trying to get some sort of real help, I would have even paid for them to make me something that worked. I actually need a lot of things done with about 10 of my knives, possibly also for a business idea locally, and was hoping they would be a local shop to want to help me out on these projects, or join me.
I have been in Executive Leadership/Management positions for a long time and it did not take me long to know that without customers, you can have a great product, but eventually without the service to back that up and without the willingness to help and understand your customers, it never ends well.
I am not happy at all with FF, or DROP and will be avoiding spending money with either in the future.
-Unhappy in San Diego