Is This Worthy Of A Complaint?

[tallow_first]

I just received an EJ Lined Chatsworth from The English Shaving Company that I had been lusting after for over a year (allocating funds to vintage Gillette razors is what held up the process), and after reading all of the glowing reports about the finish of the EJ razors, I am a bit disappointed at the condition of the bottom side of the headpiece. As you see, it is pretty well scratched and has a rough patch by one of the pins. Call me picky, but I expect their top of the line DE razor to look perfect. Heck, I looked at all six headpieces of my Merkur razors, and although the undersides are not highly polished like the EJ, they don’t have any scratches or rough spots.

By the way, the title question is rhetorical. I am absolutely contacting them about this.

 

[DE Shaver]

Hopefully, you'll get a positve response. My Edwin Jagger DE86 was virtually flawless in terms of finish when I purchased it.

 

[dslazar9]

Undoubtedly worthy of a complaint. Mine was pristine and an outstanding shaver. Keep us posted on the company response. You may even wish to let them know that you have a captive audience of potential customers expecting them to make this right.

 

[johnmrson]

Definitely say something. It shouldn't look like that.

 

[Kevan]

Wow. Muhle/EJ workmanship is usually impeccable.

 

[Uncle Erik]

That's a surprise. Mine is perfect from top to bottom. Hopefully, a new one can be dispatched to you with little trouble.

 

[tallow_first]

Okay, nice to know that my expectations weren't off base about this. Every company has QC slippage, so I wasn't too terribly worried, but it's reassuring to know that, based on the responses, this type of thing is not in the norm for Edwin Jagger. I will update as soon as I hear something back.

 

[tallow_first]

Is two days not enough time to respond back? I didn't even get an automated response.

I try not to be the worrying type, but their website says, and I quote, "Our reputation for finest quality products and service is paramount and we delight in individual customer service."

Let's see, dictionary.com defines paramount as: chief in importance or impact; supreme; preeminent

Not liking the vibe I'm getting...

 

[Dustinl]

That is not the craftsmanship that you paid for. I would not accept it.



DL

 

[ibrewbeer]

I too had a large area of scratching and plating bubbles on an EJ, it was replaced within a week. It seems they pride themselves on their flawless finishes, so it's doubtful they would want a flawed example out there...

 

[johnniegold]

Unacceptable. I'm sure they will make it right.

 

[proxymoron]

You may even wish to let them know that you have a captive audience of potential customers expecting them to make this right.

By reputation, TESC should make it right. Trading on your B&B membership is just bad form (and likely ineffective in any case).

 

[Bushranger]

not good finish at all. keep us abridged and good luck

 

[tallow_first]

Okay, you guys ready for this? Here is the response I received:

I am sorry to hear that you are disappointed with the finish of the underside of your razor head. These marks are as a result of the manufacturing process and unavoidable – they fall well into the expected commercial tolerances and I have been assured they comply with the Edwin Jagger quality standard. I was interested in this as we have sent out so many to our customers and this is the first comment we have received of its kind, so I have personally inspected 10 razor heads from our stock and I would say that yours is typical.

This is probably not what you were expecting to hear so I can only reiterate that I am sorry for your disappointment as we do have a reputation for quality and service. Thank you your valued custom and support.

Nice, huh? I'd like to hear a little input before I respond back, and, if it's not too much trouble, maybe some owners of EJ razors with Muhle heads could post pictures of the underside of their headpieces. The more the merrier, because I'd like to attach them to the next email.

I knew that vibe was bad...

 

[Hayden]

Okay, you guys ready for this? Here is the response I received:

I am sorry to hear that you are disappointed with the finish of the underside of your razor head. These marks are as a result of the manufacturing process and unavoidable – they fall well into the expected commercial tolerances and I have been assured they comply with the Edwin Jagger quality standard. I was interested in this as we have sent out so many to our customers and this is the first comment we have received of its kind, so I have personally inspected 10 razor heads from our stock and I would say that yours is typical.

This is probably not what you were expecting to hear so I can only reiterate that I am sorry for your disappointment as we do have a reputation for quality and service. Thank you your valued custom and support.

Nice, huh? I'd like to hear a little input before I respond back, and, if it's not too much trouble, maybe some owners of EJ razors with Muhle heads could post pictures of the underside of their headpieces. The more the merrier, because I'd like to attach them to the next email.

I knew that vibe was bad...

Wow.... sorry to hear this. Im waiting on an order from them(ej89L). Ill let you know what mine looks like.

 

[ziplepingouin]

Okay, nice to know that my expectations weren't off base about this. Every company has QC slippage, so I wasn't too terribly worried, but it's reassuring to know that, based on the responses, this type of thing is not in the norm for Edwin Jagger. I will update as soon as I hear something back.

When I bought my Mühle R89, one side of the middle head part was a little "rough" (which was a lot more difficult to see than on your razor). I decided to contact them: they decided to ship me a replacement head part (via DHL express), and no need to send the faulty part back to them. That's what I call a good after-sale service!
I hope you'll get an as efficient service as Mühle's.

 

[johnmrson]

That is a very disappointing response to what is an obvious problem. You can find 100 year old Gillettes in better condition than that.
My response would be that it might be in their accepted tolerance range but it's not in yours and as such you now either want a replacement razor or you want a refund.

 

[Mitts]

I just checked out my Chatsworth barley to see if it had scratches like yours. It has NO scratches at all. The plating around the three posts is duller than the other surfaces of the part, due to that area not having been polished with the buffing wheels. There is no easy/economical way to buff close to the posts. The finish of the metal around the posts is "as cast", so will naturally be void of that deep shine found on all the accessible surfaces. As to the origin of the scratches, it could be that they did some work on the mold that was not finished properly, and all parts made from that mold will show the scratch pattern. If so the scratch pattern may look exactly the same on any two razor parts from that mold cavity. All they would need to do is polish the mold and be "good to go" again.
Russ

 

[Bit2]

No harm in complaining.
If they want your future business, they will need to satisfy your first purchase.
John

 

[Sluggo]

Unacceptable. I'm sure they will make it right.

Agreed