I'd like to let you know about some awesome customer support by the Feather Safety Razor company. Some folks really stand behind their products.
I recently purchased both a Feather AS-D1 (thanks, warhawk) and an AS-D2 (thanks, Silence!) on the B/S/T here. While I was quite happy with the AS-D2, I couldn't get a decent shave out of the AS-D1, even with two shims added (and, yes, I read all of the threads about "proper angle").
I figured, "what the heck" and wrote an email to the contact address at the Feather web site on April 1:
"Dear Feather,
I have a Feather AS-D1 razor, which is beautifully machined and finished. However, it barely shaves, even using your brand of blade and two shims. I also have an AS-D2, which performs extremely well. Can I send you my bottom plate from the D1 in exchange for a D2 bottom plate? If so, please send me an RMA number and an address to send the AS-D1 bottom plate. I am located in the United States.
Thank you for your attention to this problem."
They replied on 4/3:
"First of all, we very much appreciate your purchase of our products,
AS-D1 and AS-D2 razors.
We understood that you are having troubles in shaving with your
AS-D1 razor, and we are sorry for the inconveniences caused with our
product.
Although we understand your request for replacing the bottom plate
of the razor, as we would like to check the razor for what is wrong
with it, could you please send your AS-D1 as a whole back to us? If
you could, please ship the razor to the following attention by UPS
or FedEx (whichever more convenient to you) on our account.
...
<addresses and account numbers redacted>
...
It would be much appreciated if you could send the all parts and
packaging materials of your AS-D1 so that we can inspect it closely.
We are sorry for bothering you with this return shipment, and we
appreciate your understanding and cooperation.
Please feel free to contact us if you have any questions at the
moment.
Best regards,"
I sent the razor back to them a few days later (on their nickel).
On April 27, I got the following:
"...
We are very sorry for this late response, but please be advised that
we received the returned AS-D1 razor and have been inspecting it.
As a result, we found that it had a slight distortion in its bottom
plate, which was influential enough for this delicate product to
make the blade exposure insufficient.
We are sorry again for all the troubles caused with this item and
for troubling you with returning it to us, and we are arranging a
replacement to you.
As you would have been aware, our AS-D1 razor has been discontinued
and replaced by AS-D2, and we do not carry the replacement parts for
AS-D1. So, although we know from your e-mail that you already own
one AS-D2, we are sending out another AS-D2 razor as a replacement
to the returned AS-D1 razor.
We appreciate your kind understanding for this situation, and please
kindly confirm by return if the following address is correct as the
shippig address for this replacement."
I confirmed my address to them, and received a brand-new AS-D2 yesterday morning. How's that for awesome?
I recently purchased both a Feather AS-D1 (thanks, warhawk) and an AS-D2 (thanks, Silence!) on the B/S/T here. While I was quite happy with the AS-D2, I couldn't get a decent shave out of the AS-D1, even with two shims added (and, yes, I read all of the threads about "proper angle").
I figured, "what the heck" and wrote an email to the contact address at the Feather web site on April 1:
"Dear Feather,
I have a Feather AS-D1 razor, which is beautifully machined and finished. However, it barely shaves, even using your brand of blade and two shims. I also have an AS-D2, which performs extremely well. Can I send you my bottom plate from the D1 in exchange for a D2 bottom plate? If so, please send me an RMA number and an address to send the AS-D1 bottom plate. I am located in the United States.
Thank you for your attention to this problem."
They replied on 4/3:
"First of all, we very much appreciate your purchase of our products,
AS-D1 and AS-D2 razors.
We understood that you are having troubles in shaving with your
AS-D1 razor, and we are sorry for the inconveniences caused with our
product.
Although we understand your request for replacing the bottom plate
of the razor, as we would like to check the razor for what is wrong
with it, could you please send your AS-D1 as a whole back to us? If
you could, please ship the razor to the following attention by UPS
or FedEx (whichever more convenient to you) on our account.
...
<addresses and account numbers redacted>
...
It would be much appreciated if you could send the all parts and
packaging materials of your AS-D1 so that we can inspect it closely.
We are sorry for bothering you with this return shipment, and we
appreciate your understanding and cooperation.
Please feel free to contact us if you have any questions at the
moment.
Best regards,"
I sent the razor back to them a few days later (on their nickel).
On April 27, I got the following:
"...
We are very sorry for this late response, but please be advised that
we received the returned AS-D1 razor and have been inspecting it.
As a result, we found that it had a slight distortion in its bottom
plate, which was influential enough for this delicate product to
make the blade exposure insufficient.
We are sorry again for all the troubles caused with this item and
for troubling you with returning it to us, and we are arranging a
replacement to you.
As you would have been aware, our AS-D1 razor has been discontinued
and replaced by AS-D2, and we do not carry the replacement parts for
AS-D1. So, although we know from your e-mail that you already own
one AS-D2, we are sending out another AS-D2 razor as a replacement
to the returned AS-D1 razor.
We appreciate your kind understanding for this situation, and please
kindly confirm by return if the following address is correct as the
shippig address for this replacement."
I confirmed my address to them, and received a brand-new AS-D2 yesterday morning. How's that for awesome?
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