Issue with Henson QC - Need Advice

[Amazen68]

I purchased the Henson Ti22+ about a month ago and love the razor, and I was planning to pass it down to my son when he comes of age, which is why I purchased the titanium version.

After shaving this morning, I finally put on my eyeglasses and saw a burr or manufacturing defect on the cap. I emailed Henson and received a quick reply, and they confirmed that it was a manufacturing issue on their end, but from the reply, it looks like they're not going to assist me with the warranty replacement. I didn't ask them to replace the cap yet.

Am I over reacting if I want Henson to replace the cap? Please see image. Thanks.

 

[Jay21]

I’d ask them for a cap replacement. For the price of their TI razor, it better be perfect.

 

[JL 52]

Not an overreaction at all. I would have requested another top cap as well.

 

[DE Steve]

Possibly an issue with a months' time passing ?

 

[ButterfaceX]

yep just call them, or email them w/ a pic..

 

[spacemonkey42]

I'd ask them for a clarification, making sure to request a cap replacement. From everything I've heard here, they stand by their product and their customers. It has a lifetime warranty.

 

[TOVT]

Test their customer support and warranty. For $250 I'd want perfect. From what you described in communicating with them, it would sound like it's fair for return.

Refund policy

hensonshaving.com

 

[Wgg2017]

I think asking for an entire razor might be expecting too much. However, I agree 100% with everyone else that the cap should be replaced. I always inspect a new razor very carefully prior to using for this very reason. Good luck and I hope Henson resolves the issue.

 

[Berwick12]

They will send you a new cap if you ask. There was a manufacturing defect on the threading of one of their handles that I received from them. They shipped out a new one.

 

[Amazen68]

Thank you, all. I just sent them an email asking for a cap replacement. I also attached our email correspondence for transparency.

 

[Amazen68]

They will send you a new cap if you ask. There was a manufacturing defect on the threading of one of their handles that I received from them. They shipped out a new one.

I emailed them 2 days ago asking for a cap replacement but no reply yet. How long did it took you to receive a reply from Henson regarding your replacement?

 

[Berwick12]

5 business days

 

[Amazen68]

Ok. I'm being impatient. Thanks.

 

[Berwick12]

Five business days for the reply. Longer for the actual handle replacement

 

[Captainjonny]

I read the response from Henson. Your cap should be replaced, and I would not accept any BS response. You paid for a new and perfect razor, and that is what you should have received. If they refuse to replace the cap, I would call Jonathan Bosman and request to speak with him personally on the phone (See Henson site for people). I hope you sent a picture of the defect in your first email, so he has something to reference. If he does not agree to replace the defective product, please let him know that you have a thread about this on the forums, and that Henson does not need a reputation of "poor quality" broadcasted to the entire shaving community and beyond. Let him know that Henson is better than that, and they should honor their defects warranty. I would accept nothing but a new cap at their expense. Henson is in the top 5 Canadian small businesses, based on growth. I am sure they do not want to stunt that growth over something like this. PS...I received a manufacturing defective Saucier Pan from Misen and raised H.ll about it with their Customer Service (5 close-up pictures). They eventually agreed to send me a new pan and keep the defective one or donate it to a restaurant.

 

[Filudo]

I will tell you: my Henson +++ has a horrible finish, I complained to the seller who is just about making a quick buck.
Then I emailed Henson in Ca, and they said : that is they way they look..... I then said: I wanted a refunds and was going to send it back...
Well there was 0 customer support, both the seller and the manufacturer don't care at all, I will never buy from either again.

And then, there is Leaf razor: with the BEST customer service!!!

Maybe if you buy from Amazon, then you could return as defective???? No clue.


Good luck.

 

[jesseix]

Ok. I'm being impatient. Thanks.

Did you get any updates on this?

 

[Amazen68]

I read the response from Henson. Your cap should be replaced, and I would not accept any BS response. You paid for a new and perfect razor, and that is what you should have received. If they refuse to replace the cap, I would call Jonathan Bosman and request to speak with him personally on the phone (See Henson site for people). I hope you sent a picture of the defect in your first email, so he has something to reference. If he does not agree to replace the defective product, please let him know that you have a thread about this on the forums, and that Henson does not need a reputation of "poor quality" broadcasted to the entire shaving community and beyond. Let him know that Henson is better than that, and they should honor their defects warranty. I would accept nothing but a new cap at their expense. Henson is in the top 5 Canadian small businesses, based on growth. I am sure they do not want to stunt that growth over something like this. PS...I received a manufacturing defective Saucier Pan from Misen and raised H.ll about it with their Customer Service (5 close-up pictures). They eventually agreed to send me a new pan and keep the defective one or donate it to a restaurant.

Henson agreed to send a replacement, which will arrive tomorrow. Initially, Henson didn't seem to want to replace the cap. After a few emails, their manufacturing team agreed that it should be replaced. For my particular case, they were easy to deal with, and I hope others will have an easy a time as I did.

 

[Amazen68]

I will tell you: my Henson +++ has a horrible finish, I complained to the seller who is just about making a quick buck.
Then I emailed Henson in Ca, and they said : that is they way they look..... I then said: I wanted a refunds and was going to send it back...
Well there was 0 customer support, both the seller and the manufacturer don't care at all, I will never buy from either again.

And then, there is Leaf razor: with the BEST customer service!!!

Maybe if you buy from Amazon, then you could return as defective???? No clue.


Good luck.

Sorry to hear about your situation. I had 2 of their aluminum razors, which had defects. The first aluminum razor's finish looked old and faded, which I didn't mind because it didn't affect the function. The 2nd aluminum razor's finish was new and glossy but had a "chip" on the base plate of approx 3mm in length, which did cause abrasions during shaving. The vendor was kind enough to accept the return and provided a refund.

 

[Amazen68]

Did you get any updates on this?

Henson did send a replacement. I think they're going through growing pains and might have issues with QC at the moment.